Octopus Terms of Use and Booking Terms

Octopus Travel Tech LTD | Version 1.0 | Effective 01/10/2026

These Terms govern access to the Octopus website and mobile application, paid membership, and bookings of accommodation, flights, airport transfers and any other travel services made available through Octopus. Please read them carefully before creating an account, purchasing a membership or making a booking.

IMPORTANT: Octopus generally acts as an intermediary between you and the travel supplier identified during the booking process or in the Booking Confirmation. The supplier, rather than Octopus, provides the relevant Travel Service, except where Octopus expressly states otherwise in writing. Each booking is also subject to the Booking Terms displayed before confirmation.

By creating an Account, purchasing a Membership, selecting an acceptance box, making a Booking, or otherwise using the Platform, you agree to these Terms and acknowledge the Privacy Notice. If you do not agree, do not use the Platform.

1. About Octopus

1.1 Octopus Travel Tech LTD ("Octopus", "we", "us" or "our") is a company incorporated in the Abu Dhabi Global Market with its registered office at Unit 1405, Floor 14, Addax Port Office Tower, Al Rayfa Street, Al Reem Island, Abu Dhabi, United Arab Emirates.

1.2 You may contact our support team at support@octopus.travel. Privacy enquiries should be sent to compliance@octopus.travel.

1.3 These Terms apply worldwide, subject always to mandatory laws that apply to you or a Booking and cannot lawfully be excluded by contract.

2. Definitions and interpretation

In these Terms:

3. Eligibility and territories

3.1 You must be at least 18 years old and legally capable of entering into a binding contract. If you make a Booking for a Guest, you confirm that you are authorised to provide that Guest’s information and accept the applicable Booking Terms on the Guest’s behalf.

3.2 You must not use the Platform from, or for travel involving, a country or person where doing so would breach applicable sanctions, trade restrictions or other law.

3.3 3.3 Octopus may restrict, suspend or discontinue access to the Platform, Membership or any Travel Service in any country or territory that is subject to applicable economic or trade sanctions, embargoes or other restrictive measures, or where providing such access or Travel Service would expose Octopus, any Supplier or payment service provider to a breach of applicable law. This includes any sanctions resolutions, decisions, laws, regulations, directives or orders issued or administered by the United Nations Security Council, the United Arab Emirates or any other sanctions authority having jurisdiction over Octopus, the relevant Supplier, payment service provider, User, transaction or Travel Service. Octopus may also apply reasonable geographical, payment, compliance or operational restrictions.

4. Accounts and verification

4.1 You must create an Account using an email address and the sign-in or identity-verification methods then supported by the Platform. An Account is personal to you. You may hold only one active Account and must not allow another person to use it.

4.2 You must provide accurate, complete and current information and promptly update it. Octopus may require proof of identity, age, payment authority, address or booking purpose before activating an Account, accepting payment or confirming a Booking.

4.3 You are responsible for taking reasonable steps to secure the email account, device and third-party sign-in credentials used to access your Account. Notify us promptly at support@octopus.travel if you suspect unauthorised access.

4.4 To the fullest extent permitted by law, Octopus is not responsible for loss caused by unauthorised Account use resulting from your failure to take reasonable security precautions or notify us promptly. This does not exclude Octopus’s responsibility for its own breach of law, security obligations or these Terms.

5. Membership

5.1 Membership is available as a paid monthly or annual subscription at the price and in the currency displayed on the subscription page when you subscribe. Prices may vary by plan, country, promotion or time.

5.2 Membership is personal to the named Member and is not corporate, transferable or assignable. A person may hold only one active Membership. Membership permits the Member to book for themselves and accompanying Guests, subject to any limits displayed on the Platform. A Member may not make any booking for non-Members unless such Member is part of the booking.

5.3 An active Membership gives access to member-only rates during the paid term. It does not guarantee that a member rate will always be available, that it will be the lowest available rate, or that a particular Travel Service will remain available.

5.4 Member rates and benefits are subject to availability and may change or be withdrawn before a Booking is confirmed. Changes will not affect a confirmed Booking except as expressly permitted by these Terms, the applicable Booking Terms or mandatory law.

5.5 You must not resell, redistribute, share or commercially exploit Membership, member rates or Bookings. Octopus may impose reasonable limits on rooms, Guests, searches or Bookings to prevent misuse.

6. Renewal, cancellation and membership fees

6.1 Unless stated otherwise at subscription, Membership renews automatically for successive periods of the same duration. By subscribing, you authorise Octopus or its payment provider to charge the renewal price to your selected payment method unless you cancel before the renewal date.

6.2 Octopus will use reasonable efforts to send a renewal reminder at least 30 days before an annual renewal and at least 7 days before a monthly renewal. Failure to receive a reminder does not extend the Membership term where the reminder was sent using the contact details registered to your Account, subject to mandatory law.

6.3 You may cancel renewal through the Account settings. Cancellation takes effect at the end of the then-current paid term and does not cancel confirmed Bookings.

6.4 To the fullest extent permitted by applicable law, Membership fees are non-refundable after the Membership begins, including where you do not make a Booking or use a member rate. This does not affect any mandatory cancellation or refund right.

6.5 Octopus may change the renewal price by notifying you before renewal of the new price and the effective date of the price change. The revised price applies only from the next renewal. If you do not agree, you must cancel before the renewal date.

6.6 If Octopus terminates an active Membership without cause or materially reduces its core benefits during the paid term, Octopus will, where appropriate and subject to applicable law, provide a proportionate refund for the unused portion. No refund is due where termination results from fraud, unlawful conduct, commercial resale, chargeback abuse or another material breach.

7. Nature of the Platform and Octopus’s role

7.1 The Platform enables Users to search, compare and request Travel Services made available by Suppliers. Unless Octopus expressly identifies itself as the supplier of a particular Travel Service, Octopus acts only as an intermediary facilitating the Booking, communication and payment process.

7.2 The identity of the contractual Supplier may differ between Travel Services and Bookings. The applicable Supplier may be identified during booking or in the Booking Confirmation. Upon confirmation,

you enter into a contract for the Travel Service with that Supplier, subject to these Terms and the applicable Booking Terms.

7.3 Octopus may obtain inventory directly from a hotel or operator or indirectly through a hotel supplier, aggregator or other supply partner. A Supplier may appoint another person to perform part of the Travel Service.

7.4 Any inspection, review, rating or verification carried out by Octopus is discretionary and does not make Octopus the provider or guarantor of the Travel Service.

8. Search results, descriptions and availability

8.1 Search results, recommendations, rankings and comparison information depend on the information, filters, availability, commercial arrangements and algorithms applicable at the time. Their order is not a guarantee, certification or endorsement of quality or suitability.

8.2 Property descriptions, photographs, facilities, room details, schedules, baggage allowances, star ratings and other Supplier information are provided by or derived from Suppliers. Octopus takes reasonable steps to display information accurately but does not independently verify every item.

8.3 Hotel classifications and star ratings are based on local standards or Supplier information and may differ between countries. Photographs and descriptions are illustrative and facilities may change.

8.4 Prices and availability may change at any time before Booking Confirmation. A search result, basket, payment authorisation or payment receipt does not by itself reserve inventory or constitute a confirmed Booking.

8.5 Public price comparisons are provided for general reference only. Octopus does not promise that a member rate is the lowest price available through every channel or under every set of booking conditions.

9. Making and confirming a Booking

9.1 Before submitting a Booking, you must review the traveller details, Travel Service, total price and Booking Terms. By submitting the Booking, you make an offer to book on those terms and authorise the relevant payment.

9.2 A Booking is confirmed only when the Supplier has confirmed availability and Octopus issues a Booking Confirmation. Keep the Booking Confirmation and present any required voucher or identification to the Supplier.

9.3 You must promptly review the Booking Confirmation and notify Octopus of any discrepancy. A requested change may require cancellation and a new Booking and may result in a different price or cancellation charge.

9.4 Special requests, including bedding, accessibility, dietary requirements, adjoining rooms, early check-in or late check-out, are not guaranteed unless expressly confirmed by the Supplier.

10. Supplier and Booking Terms

10.1 Each Booking is subject to the Booking Terms displayed before confirmation and any reasonable Supplier rules communicated before or during performance, including check-in, conduct, baggage, safety, occupancy, deposits and identification requirements.

10.2 If these Terms conflict with the Booking Terms, the Booking Terms prevail for the price, inclusions, amendment, cancellation, refund, no-show and operational conditions of that Booking. These Terms prevail for use of the Platform, Membership, Octopus intellectual property and Octopus’s general relationship with you.

10.3 You and each Guest must comply with Supplier rules. A Supplier may refuse or terminate service where reasonably necessary for safety, illegality, abusive conduct, non-payment, failure to produce required documents or material breach of its rules.

11. Prices, taxes, charges and payment

11.1 Before you submit a Booking, the Platform will display the total price payable through Octopus and the taxes, charges and fees included in that total, to the extent known and reasonably capable of calculation.

11.2 A Supplier or authority may require additional taxes, resort fees, deposits, incidental charges or other amounts to be paid locally. Where known, these will be disclosed before Booking or in the Booking Confirmation. You are responsible for amounts clearly disclosed as payable locally.

11.3 Payments are processed by one or more third-party payment service providers. Octopus does not store full payment-card details. You authorise Octopus and its payment providers to obtain payment for Membership, Bookings, disclosed charges and properly due refunds or reversals.

11.4 You must use a valid payment method that you are authorised to use. Octopus may refuse, cancel or delay a transaction to conduct identity, fraud, sanctions or payment checks.

11.5 You are responsible for card-issuer charges and currency-conversion fees. Any indicative conversion rate is not guaranteed until payment is processed.

11.6 If a price or availability error is obvious and could reasonably have been recognised as an error, Octopus may cancel the affected Booking and refund the amount paid, or offer the option to pay the correct price. Octopus will not rely on this clause merely because a valid price later becomes less profitable.

11.7 Octopus may issue the payment receipt or invoice for amounts collected through the Platform, including amounts collected on behalf of a Supplier. The Booking Confirmation may identify the person legally supplying and invoicing the underlying Travel Service.

12. Changes, cancellations, no-shows and refunds

12.1 The cancellation and refund rules displayed before confirmation form part of the Booking. Some Bookings are non-refundable or subject to substantial cancellation charges.

12.2 If you wish to change a Booking, you must cancel it and make a new Booking unless Octopus or the Supplier expressly agrees otherwise. Availability and price may differ, and cancellation charges may apply.

12.3 Octopus may charge a separately disclosed administration, cancellation or amendment fee in addition to Supplier charges.

12.4 A late arrival, no-show, early departure, refusal of check-in, unused room, unused seat or unused transfer is governed by the applicable Booking Terms and Supplier rules. You remain responsible for resulting charges unless applicable law or the Booking Terms provide otherwise.

12.5 Where a refund depends on the Supplier, Octopus is required to pay it only after Octopus receives the corresponding cleared funds or credit from the Supplier, except where mandatory law or an express Octopus guarantee requires otherwise.

12.6 Once Octopus receives and approves the refundable amount, it will initiate the refund to the original payment method without undue delay and ordinarily within 14 days. Your bank or payment provider may require additional processing time.

12.7 Refunds will not exceed the amount received for the affected component, subject to mandatory law. Currency fluctuations and third-party bank charges may cause the refunded amount to differ from the amount shown on your statement.

13. Supplier changes, booking problems and Octopus assistance

13.1 A Supplier may cancel, modify or be unable to provide a confirmed Travel Service due to overbooking, operational requirements, schedule changes, closure, safety, insolvency or events outside reasonable control.

13.2 If Octopus becomes aware of a material Supplier change before performance, it will notify you using the contact details in your Account and, depending on the circumstances, may:

• assist you in communicating with the Supplier;
• seek a reasonably comparable alternative, subject to availability and your approval;
• offer a refund for the affected Travel Service where the Supplier authorises or funds it; or
• provide another remedy required by applicable law or expressly offered by Octopus.

13.3 You must contact support@octopus.travel as soon as reasonably possible, and preferably within 24 hours after discovering a material problem, so that Octopus and the Supplier have a reasonable opportunity to investigate and assist. Delayed notification may affect available remedies where the delay prevents correction or verification, but does not remove mandatory rights.

13.4 Octopus does not guarantee that an alternative will be available or identical. Octopus is not responsible for a Supplier’s performance merely because it provides support, unless applicable law makes Octopus responsible or Octopus expressly undertakes that responsibility.

14. Travel documents and traveler responsibilities

14.1 You are responsible for ensuring that you and each Guest have valid passports, visas, transit permissions, health documents, insurance and other documents required for the full itinerary.

14.2 You must ensure that names, dates of birth, nationality, email address, identity details, Guest ages and other information are accurate and match the relevant travel documents. Correction may require cancellation, rebooking or payment of Supplier charges.

14.3 Octopus may provide general destination or entry information but does not provide immigration, medical or legal advice and does not guarantee that such information is complete or current.

14.4 You are responsible for assessing whether a Travel Service is suitable for you and your Guests, including accessibility, medical and safety needs, and for obtaining appropriate travel insurance.

15. Packages and linked travel arrangements

15.1 The Platform may allow you to select more than one Travel Service. Whether a combination constitutes a package, linked travel arrangement or similar regulated product depends on applicable law and how the services are selected, sold and paid for.

15.2 Where mandatory package-travel or similar law applies, the legally required pre-contract information, insolvency protection, performance responsibility, cancellation rights and other protections will apply notwithstanding any inconsistent provision of these Terms. Octopus will identify the organiser or other responsible trader/supplier where required. In all cases, Octopus operates only as an intermediary and does not guarantee any booking which is solely accepted by the relevant supplier and is binding thereto.

15.3 Unless expressly identified as a package or linked travel arrangement, separately selected Travel Services may constitute separate contracts with different Suppliers, each subject to its own Booking Terms.

16. Acceptable use

You must not, and must not assist another person to:

• use the Platform for unlawful, fraudulent, misleading, abusive or harmful activity;
• create multiple Accounts, impersonate another person or use payment or identity details without authority;
• resell, redistribute or commercially exploit member rates, Bookings, Supplier information or Platform data;
• make speculative, false, duplicate or unauthorised group Bookings;
• use automated systems, bots, scraping, extraction or excessive queries without written permission;
• circumvent access, membership, geographical, pricing, inventory or security controls;
• reverse engineer, disrupt, overload, probe or attempt unauthorised access to the Platform or related systems;
• upload malware or infringe intellectual property, privacy or other third-party rights;
• make a fraudulent or abusive chargeback; or
• use the Platform in breach of sanctions, export controls or Supplier rules.

17. Intellectual property

17.1 The Platform and its software, databases, design, interface, text, graphics, original content, trade names, logos and other materials are owned by or licensed to Octopus and protected by applicable intellectual-property laws.

17.2 The Octopus name, logos, and the “Ollie” name, character, illustrations, animations and related visual identity are owned by Octopus or used under licence. Trademark applications may be pending and no licence to use these assets is granted except as expressly stated.

17.3 Supplier names, photographs, descriptions, logos and other third-party materials belong to their respective owners or licensors.

17.4 Subject to these Terms, Octopus grants you a limited, revocable, non-exclusive, non-transferable licence to access and use the Platform for personal travel or legitimate internal business-travel purposes. You may not copy, adapt, distribute, sell, sublicense or create derivative works from the Platform except as permitted by law or written consent.

17.5 If you provide suggestions or feedback, Octopus may use them without restriction or payment, provided this does not transfer ownership of your pre-existing intellectual property or personal data.

18. Third-party services and links

18.1 The Platform relies on payment providers, authentication providers, maps, messaging, app stores and other third-party services. Their separate terms may apply to your direct use of their services.

18.2 Octopus is not responsible for independent third-party websites or services merely because the Platform links to or interoperates with them. This does not exclude Octopus’s obligations in selecting or managing a service provider performing functions on Octopus’s behalf.

19. Suspension, cancellation and termination

19.1 You may stop using the Platform or request Account closure at any time. Account closure does not itself cancel a Booking, Membership renewal or accrued payment obligation; you must complete the applicable cancellation process.

19.2 Octopus may suspend access, require reverification, cancel a Booking or terminate an Account or Membership where reasonably necessary because of fraud, payment reversal, sanctions, illegality, security or safety risk, Supplier cancellation, misuse, material breach or a legal or regulatory requirement.

19.3 Except in urgent or serious cases, Octopus will give reasonable notice and an opportunity to remedy a minor breach that is capable of remedy.

19.4 Confirmed Bookings will ordinarily remain valid following good-faith Membership expiry or cancellation. Octopus may cancel affected Bookings following termination for fraud, commercial resale, payment abuse, illegality, security or another material breach. Any refund will be determined under the Booking Terms and applicable law.

19.5 Clauses that by their nature should continue—including payment obligations, intellectual property, liability, indemnity, dispute resolution and general provisions—survive termination.

20. Disruptive events and force majeure

20.1 Neither Octopus nor a Supplier is responsible for delay or failure caused by an event beyond its reasonable control, including severe weather, natural disaster, epidemic, war, terrorism, civil unrest, government action, border closure, strike, transport disruption, infrastructure failure, cyberattack or utility failure, except to the extent mandatory law provides otherwise.

20.2 Where such an event affects a Travel Service, the applicable Booking Terms and mandatory law determine cancellation, rebooking, credit and refund rights. Octopus will provide reasonable assistance but does not guarantee reimbursement of costs not recoverable from the Supplier.

21. Disclaimers

21.1 The Platform and all information, search tools, comparison tools, recommendations, content and functionality made available through it are provided on an “as is” and “as available” basis. To the fullest extent permitted by applicable law, Octopus does not represent, warrant or guarantee that:

(a) the Platform will always be available, uninterrupted, secure or free from errors, viruses, defects, delays or other harmful components;

(b) any error or defect will be identified or corrected within a particular period;

(c) the Platform will be compatible with every device, operating system, browser, telecommunications network or third-party service; or

(d) any Travel Service, rate, route, schedule, room type, seat, vehicle, facility, amenity or other inventory will remain available until a Booking Confirmation is issued.

21.2 Descriptions, photographs, maps, locations, distances, classifications, star ratings, schedules, fares, baggage allowances, room details, facilities, accessibility information, health and safety information, cancellation conditions and other information concerning a Travel Service may be supplied by the relevant Supplier or another third party. Octopus will take reasonable steps to display such information accurately but, to the fullest extent permitted by applicable law, does not warrant that Supplier information is complete, current, accurate, error-free or free from omissions. Suppliers may change their facilities, services, policies, schedules or other information without notifying Octopus immediately.

21.3 Search results, displayed prices and availability are based on information made available to Octopus at the time of the relevant search and may change before a Booking is confirmed. A displayed price, search result, provisional itinerary, saved item, payment authorization or payment receipt does not guarantee availability or constitute a confirmed Booking. Octopus does not guarantee that a member rate or other displayed price is the lowest price available through another platform, directly from the Supplier or under different booking, membership, payment or cancellation conditions.

21.4 Unless Octopus expressly identifies itself as the supplier or organizer of a particular Travel Service, Octopus acts solely as an intermediary facilitating searches, Bookings, communications and payments between Users and Suppliers. The relevant Supplier is responsible for performing the Travel Service in accordance with the Booking Confirmation, Booking Terms and applicable law. The inclusion of a Supplier or Travel Service on the Platform does not constitute a guarantee, certification or endorsement by Octopus of that Supplier’s quality, safety, suitability, solvency, licensing or performance.

21.5 To the fullest extent permitted by applicable law, and except where Octopus is expressly identified as the supplier or organiser or is otherwise responsible under mandatory law, Octopus is not responsible for any act, omission, statement, representation, breach, negligence or misconduct of a Supplier or any person engaged by that Supplier. This includes, without limitation:

(a) a cancellation, delay, schedule change, diversion, missed connection, denial of boarding or refusal to provide a Travel Service;

(b) overbooking, closure, insolvency or unavailability of a Supplier or Travel Service;

(c) any difference between a Supplier’s description or photographs and the Travel Service actually provided;

(d) the cleanliness, condition, location, security, accessibility, facilities, amenities, food, internet connection, noise level or general suitability of accommodation;

(e) the condition, suitability, route, punctuality, capacity or operation of an aircraft, vehicle or transfer service;

(f) loss of, theft of or damage to baggage, personal belongings or travel documents;

(g) personal injury, illness, infection, accident, death or property damage occurring in connection with a Travel Service; or

(h) the conduct of a Supplier’s employees, contractors, representatives, other guests, passengers or third parties.

21.6 Any rankings, recommendations, suggested itineraries, search ordering, star ratings, popularity indicators, comparison information or similar content displayed through the Platform are provided for general information only. They may be generated using Supplier information, User preferences, availability, commercial arrangements, algorithms or other factors. They do not constitute professional advice or a representation that a particular Travel Service is suitable, safe or preferable for a particular User or Guest. Hotel classifications and star ratings may be based on local standards and may not be comparable between jurisdictions.

21.7 Octopus does not represent or guarantee that any destination, route or Travel Service is free from health, security, political, environmental, weather-related or other risks. Each User is responsible for:

(a) assessing the suitability of a destination and Travel Service for themselves and their Guests;

(b) reviewing applicable government travel advice and entry requirements;

(c) obtaining appropriate passports, visas, permits, vaccinations, medical advice and travel insurance; and

(d) communicating any medical, mobility, accessibility, dietary or other special requirements to Octopus and the Supplier before making a Booking.

General destination, immigration, health, safety or travel information made available through the Platform is provided for convenience only and does not constitute legal, medical, immigration or other professional advice.

21.8 The Platform may contain links to, integrate with or depend on third-party websites, applications, payment providers, mapping services, authentication providers, communications services and other systems that Octopus does not own or control. Octopus does not warrant the availability, accuracy, security or operation of any independent third-party service and is not responsible for its content, policies or separate contractual relationship with the User. This clause does not exclude Octopus’s obligations concerning a service provider engaged by Octopus to perform Octopus’s own obligations.

21.9 The User remains responsible for reviewing all information and Booking Terms before submitting a Booking and for determining whether a Travel Service meets the requirements of the User and their Guests.

Except where expressly stated in writing, no information supplied by Octopus’s customer-support personnel constitutes a guarantee that a Supplier will accept a request, waive a charge, provide a refund or modify its Booking Terms. A special request is not guaranteed unless expressly confirmed by the relevant Supplier.

21.10 Nothing in this Clause 21:

(a) excludes or limits any responsibility expressly assumed by Octopus under these Terms or the applicable Booking Confirmation;

(b) excludes Octopus’s responsibility where Octopus is expressly identified as the supplier or organiser of a Travel Service;

(c) excludes responsibility for information, representations or content created directly by Octopus;

(d) excludes liability arising from Octopus’s own fraud, fraudulent misrepresentation, wilful misconduct, negligence or breach of its contractual, payment, confidentiality, security or data-protection obligations; or

(e) excludes or limits any right, remedy or liability that cannot lawfully be excluded or limited, including any mandatory package-travel or consumer-protection right.

22. Limitation of liability

22.1 Nothing in these Terms limits or excludes liability for fraud or fraudulent misrepresentation, wilful misconduct, death or personal injury caused by negligence, breach of confidentiality or applicable data-protection obligations, an expressly due refund, or any liability that cannot lawfully be limited or excluded.

22.2 Subject to clause 22.1 and to the fullest extent permitted by law, Octopus is not liable for indirect, consequential or special loss, loss of profit, business, opportunity, goodwill or data, or costs that were not reasonably foreseeable when the relevant contract was formed.

22.3 Subject to clause 22.1, Octopus’s aggregate liability arising from or connected with the Platform, Membership and all Bookings during any rolling 12-month period will not exceed the Membership fees paid to Octopus by you during the 12 months immediately preceding the event giving rise to the claim.

22.4 The cap in clause 22.3 does not reduce any obligation to return money received for an unconfirmed Booking or pay a refund expressly due under these Terms or mandatory law.

22.5 Octopus is not liable for loss caused by inaccurate information supplied by you, failure to comply with travel-document requirements, your or a Guest’s breach of Supplier rules, or an event outside Octopus’s reasonable control.

22.6 Where a confirmed Travel Service is cancelled, unavailable or materially not provided in accordance with the Booking Confirmation, Octopus shall, following a reasonable investigation of the circumstances and subject to the Member providing the information and supporting evidence reasonably requested by Octopus, determine whether the failure is attributable to Octopus, the relevant Supplier, the Member or a Guest.

22.7 Where Octopus determines that the failure is attributable to Octopus or the relevant Supplier and is not caused or contributed to by the Member or a Guest, the Member may elect that Octopus shall:

(a) use its best endeavours to arrange a reasonably comparable substitute Travel Service, subject to availability and the Member’s approval; or

(b) refund the amount paid for the affected Travel Service or, where only part of the Travel Service was affected, the proportionate amount attributable to the affected part.

22.8 Octopus does not guarantee that a substitute Travel Service will be available or identical to the original Travel Service. If Octopus is unable, after using its best endeavours, to arrange a reasonably comparable substitute within a reasonable period having regard to the circumstances and urgency of the Booking, the Member shall be entitled to the refund described in clause 22.7(b).

22.9 Any remedy under clauses 22.6 to 22.8 shall be subject to verification of the Booking, the nature and cause of the failure, the extent to which the Travel Service was used or provided, and any amount already refunded, credited or recovered from the Supplier, payment provider, insurer or another person. The Member shall not be entitled to recover more than once in respect of the same loss. Any refund or substitution provided under these clauses shall be without prejudice to any mandatory right or remedy available under applicable law.

23. Indemnity

23.1 To the fullest extent permitted by law, you will indemnify Octopus against third-party claims and direct losses reasonably incurred because of your fraud, unlawful conduct, unauthorised commercial resale, infringement of third-party rights, material breach of these Terms, deliberate damage to property or use of a payment method without authority.

23.2 This indemnity does not apply to the extent the claim or loss was caused by Octopus’s own breach, negligence or unlawful conduct and does not restrict mandatory consumer rights.

24. Privacy

24.1 Octopus processes personal data as described in its Privacy Notice [LINK]. Suppliers and certain payment or travel providers may separately act as controllers under their own privacy notices.

24.2 You confirm that you are authorised to provide Guest information for a Booking and will make the Privacy Notice and relevant Supplier information available to each Guest.

25. Complaints and dispute escalation

25.1 Contact support@octopus.travel promptly if you have a complaint. Include your Booking reference, a description of the issue and relevant evidence.

25.2 Octopus will acknowledge and handle complaints as soon as possible. A complaint relating to a Supplier may be shared with that Supplier for investigation.

25.3 Before commencing proceedings, you and Octopus will attempt in good faith to resolve the dispute for 30 days after written notice of the dispute. This does not prevent either party seeking urgent relief or exercising a non-waivable statutory right.

26. Changes to the Platform and these Terms

26.1 Octopus may improve, modify or discontinue Platform features. It will not materially reduce the core benefits of an existing paid Membership during its current term without reasonable notice and, where appropriate, an option to cancel and receive a proportionate refund.

26.2 Octopus may update these Terms for legal, regulatory, security, operational or commercial reasons. Material changes will be notified by email or in-app notice at least 30 days before taking effect, unless an earlier change is reasonably necessary by law or for urgent security reasons.

26.3 Changes do not retroactively alter a confirmed Booking unless required by law or accepted by you. If you disagree with a material change, you may stop using the Platform and cancel renewal before it takes effect.

27. Notices

27.1 Octopus may send notices to the email address registered to your Account, through the Platform, or by another electronic method you select. A notice is treated as received when sent or displayed, unless Octopus receives a delivery-failure message.

27.2 Formal notices to Octopus must be sent to compliance@octopus.travel and, where they concern legal proceedings, copied to its registered office. Support enquiries and cancellation requests should use support@octopus.travel or the relevant Platform function.

28. Governing law and courts

28.1 These Terms and any non-contractual obligations arising out of or in connection with them are governed by the laws of the Abu Dhabi Global Market.

28.2 Subject to clause 28.3, the courts of the Abu Dhabi Global Market have exclusive jurisdiction over any dispute arising out of or connected with these Terms, the Platform, Membership or a Booking.

28.3 If you are a Consumer, this choice of law and courts does not deprive you of any protection or right to bring proceedings before another competent court that you have under mandatory law in your country of residence.

29. General provisions

29.1 Assignment

Octopus may assign or transfer its rights and obligations to an affiliate or a purchaser of all or substantially all of the relevant business, provided this does not materially reduce your rights. You may not assign your Account, Membership, Booking or rights without Octopus’s written consent, except where mandatory law permits.

29.2 No waiver

A failure or delay in exercising a right is not a waiver. A waiver is effective only if given in writing and only for the specific circumstances for which it is given.

29.3 Severability

If any provision is invalid or unenforceable, it will be modified to the minimum extent necessary or, if that is not possible, treated as deleted. The remaining provisions continue in effect.

29.4 Entire agreement and priority

These Terms, the Booking Terms, the Privacy Notice and any policy expressly incorporated at checkout constitute the agreement concerning the Platform, Membership and Booking and supersede prior statements on that subject. Nothing excludes liability for fraud or prevents reliance on a statement that cannot lawfully be excluded. The priority rule in clause 10.2 applies to inconsistencies.

29.5 No partnership or agency

Nothing in these Terms creates a partnership, joint venture, employment or fiduciary relationship between you and Octopus. You have no authority to bind Octopus.

29.6 Third-party rights

Except for a Supplier to the extent a provision expressly benefits it, a person who is not a party to these Terms has no right to enforce them. The parties may amend or terminate these Terms without third-party consent.

29.7 Language

These Terms may be translated. To the fullest extent permitted by law, the English version prevails if there is an inconsistency, except where mandatory law requires another version to prevail.

29.8 Headings

Headings are for convenience and do not affect interpretation. “Including” means “including without limitation,” and the singular includes the plural where the context permits.

30. Contact details

Customer support: support@octopus.travel
Privacy enquiries: compliance@octopus.travel
Legal notices: compliance@octopus.travel
Support hours: 9AM-5PM , Sunday-Thursday excluding public holidays
Registered office: Unit 1405, Floor 14, Addax Port Office Tower, Al Rayfa Street, Al Reem Island, Abu Dhabi, United Arab Emirates