Travel Booking Terms

Non-binding summary

Zlox B.V. (“Zlox”) sells travel products as an intermediary. After the airline (or other travel supplier) issues the booking/e-ticket, that airline or supplier is responsible for carriage, check-in, the e-ticket, the boarding pass, schedule changes, delays, cancellations, baggage, and airport operations. Zlox confirmation is not a boarding pass. The airline sends the boarding pass to the email specified on the booking.

1. Who these terms apply to

These Travel Booking Terms apply when you search, hold, pay for, or receive a flight, stay, car rental, or related travel add-on through the Zlox app or website. They apply together with our Terms and Conditions and Privacy Policy. If they conflict on a travel booking, these Travel Booking Terms prevail for that booking.

By tapping pay and accepting these terms, you enter a legally binding agreement with Zlox B.V., registered in the Netherlands (Chamber of Commerce: 85823252).

2. Zlox is an intermediary, not the carrier

Zlox is a digital booking platform. We display offers, collect passenger details, take payment, and transmit the booking to our booking partner (currently Duffel) so the airline or other supplier can issue a ticket or reservation.

Zlox is not an airline, not a carrier, not a tour operator of the flight itself, and not the issuer of boarding passes. The contract of carriage for a flight is between you (and each passenger named on the booking) and the operating and/or marketing carrier named on the ticket. Hotel, stay, and car-rental contracts are between you and the named supplier.

Duffel and the airline/supplier are independent third parties. Their terms, fare rules, and conditions of carriage also apply. You must comply with them.

3. When the airline becomes responsible

Payment to Zlox authorises us to request issuance. Once the airline (or Duffel on the airline’s behalf) issues a confirmed order with a booking reference (PNR) and, where issued, an electronic ticket, the airline and any operating carrier are solely responsible for performing the transport and all related airline services.

That airline/operating-carrier responsibility includes, without limitation:

• issuing and honouring the e-ticket;
• online and airport check-in;
• issuing the boarding pass (including Wallet passes) to the email specified on the booking;
• seat assignment, gate, terminal, and boarding;
• carriage of passengers and baggage;
• schedule changes, delays, cancellations, diversions, denied boarding, and re-routing;
• denied boarding compensation, delay care, and similar airline duties under Regulation (EC) No 261/2004 and the Montreal Convention, where they apply;
• entry, visa, health, and travel-document checks at their control.

Zlox does not receive a notice when you later check in with the airline, and Duffel does not provide boarding-pass files. We cannot detect or control boarding-pass issuance.

4. Confirmation is not a boarding pass

Emails, push messages, QR codes, and “My tickets” screens in Zlox are booking confirmations only. They are not IATA boarding passes, not gate barcodes, and not Apple Wallet / Google Wallet airline passes.

The e-ticket and boarding pass will be sent by the airline to the passenger email specified on the booking. You must check in with the airline using the booking reference and passenger name. Add any Wallet pass from the airline’s own email or app.

5. Your responsibilities

You are responsible for:

• accurate passenger names matching travel documents (including order of names and special characters as required by the airline);
• dates of birth, gender/title, passport or ID details, nationality, and expiry dates where requested;
• a working email and phone for each passenger who must receive airline messages;
• checking fare rules, baggage, seats, visas, transit rules, and health requirements before paying;
• completing airline check-in within the airline’s deadline;
• arriving at the airport with valid documents and the airline boarding pass;
• paying airline, airport, or government charges that are not included in the Zlox checkout price.

Incorrect passenger data can make a ticket unusable. Name changes are often forbidden or charged by the airline, not by Zlox. Zlox is not liable for refused boarding caused by data you supplied.

6. Offers, prices, and payment

Offers are live inventory. Prices, seats, and fare brands can change or expire before payment succeeds. A booking is not confirmed until payment is received and the supplier issues the order.

You pay Zlox the checkout total, which may include the supplier fare, optional extras (seats, bags), stay or car add-ons, taxes shown at checkout, and a Zlox service fee. Payment is processed by Mollie B.V. Mollie’s terms apply to the payment step. Zlox does not store full card numbers or CVC/CVV.

If payment succeeds but the supplier cannot issue the ticket, we will refund the unused amount according to the payment processor and supplier rules. The Zlox service fee is refunded only if no ticket/reservation was issued, unless mandatory law requires otherwise.

7. Changes, cancellations, and refunds

Airline fare rules shown at checkout govern change and refund eligibility. Many fares are non-refundable or charge a penalty. Zlox can only request a change or cancellation that the airline/Duffel actually allows. Processing time and residual value are set by the airline.

EU consumer cooling-off rights for distance contracts do not apply to passenger transport (Article 16(l) of Directive 2011/83/EU). You cannot cancel a flight booking just because you changed your mind after paying, unless the fare rules or mandatory law give you that right.

For delays, cancellations, or denied boarding, claims for care, rerouting, or compensation must be made to the operating airline. Zlox can help you find the booking reference and is not the airline claims desk.

8. Stays, cars, and combined trips

If you add a stay or car, that supplier is responsible for that service after it is confirmed (check-in, keys, pickup, fuel, deposits, local conditions). Zlox remains the booking intermediary.

A flight sold alone is not a package holiday. If Zlox combines flight + stay and/or car in one checkout, that combination may be a package or linked travel arrangement under Directive (EU) 2015/2302. Even then, the airline remains responsible for the flight after the ticket is issued, and the stay/car supplier remains responsible for their service. Any organiser liability that Zlox may have by law is limited to the combination as sold and does not make Zlox a carrier.

9. What Zlox is responsible for

Zlox is responsible for: displaying the offer as received from the booking partner; charging the checkout amount; transmitting passenger data you entered; providing a booking confirmation in the app and by email when the order is issued; and handling refunds of amounts we actually received if issuance fails.

Zlox is not responsible for airline operations, boarding-pass delivery, airport processing, or supplier performance after issuance, except where mandatory law says otherwise.

10. Liability

To the maximum extent permitted by Dutch and EU mandatory law, Zlox is not liable for airline or supplier acts or omissions after the booking is issued, including missed flights, refused boarding, lost baggage, schedule changes, or missing boarding passes.

Nothing in these terms excludes liability for intent, gross negligence where non-excludable, or death or personal injury caused by Zlox’s negligence where that exclusion is forbidden. Airline liability for international carriage is governed by the Montreal Convention and the airline’s conditions of carriage, not by Zlox’s liability cap.

Where Zlox is liable and a cap is allowed, our aggregate liability for a booking is limited to the Zlox service fee paid for that booking, unless mandatory law requires a higher amount.

11. Personal data

Passenger data is processed to complete the booking and is shared with Duffel, the airline, and other suppliers as required to issue and operate the ticket. See our Privacy Policy. You must only enter data you are allowed to share, including for other passengers.

12. Governing law

These terms are governed by Dutch law. Mandatory consumer protections of your country of residence still apply. Courts of the Netherlands have jurisdiction, without prejudice to mandatory consumer venue rights.

Questions: info@zlox.nl.

13. Change log

• v1.0.0 (2026-08-20): Initial consumer travel booking terms. Airline/operating carrier is responsible after ticket issuance. Zlox confirmation is not a boarding pass.