TERMS OF USE

Bell Travel Terms and Conditions

Ticket Purchasing

1. At the time of purchasing/booking, customers agree to accept Bell Travel Service’s Terms & Conditions.

2. There is no child or elderly fare. If parents want their child to sit on their lap, the child must be less than 8 years old and not taller than 110 cm., the parent must fasten the seat belt over the child.

3. Please input the name as shown on your passport or ID and must be the same name as the hotel check-in name so our staff can identify your presence or to contact you at the hotel’s reception if our staff is unable to find you in the hotel lobby.

4. For customers who purchased tickets online through the website, you will receive a confirmation email and the Service Voucher to confirm your booking via the given e-mail within a few minutes sent by ticket@bellticket.com. If you do not receive any confirmation e-mails from us please contact us immediately at reservation@belltravelservice.com so that we can check whether your booking was successful. If you do not contact us and miss your booked service, Bell is not responsible for any liabilities as a result and the booking will not be refunded. Please Do Not make a new booking until you are informed that your booking was not successful.

5. All tickets/bookings are non-refundable in all cases.

Pick-up and Boarding

Boarding at Airports

1. Customers must see our staff at the “Pattaya” Counter on Level 1 near Gate Number 8.

2. Customers must show a service voucher or a confirmation email to our staff in order to receive tickets and baggage tags before boarding. Otherwise, passport or I.D. with the same name must be presented. We reserve the rights to not allow individuals with different names from the booking on board.

3. Boarding will generally start 15 minutes before departure time.

4. Be sure to book the Coach departure time (recommended at least 1.5 hours after your estimate time of arrival, ETA) which will give you time in order to pick-up your checked baggage, get visa, pass immigration and clear customs.

5. If you miss the Coach, your ticket/booking is expired and cannot be used for the next Coach.

6. In case of flight delay, our staff will arrange the next available coach for you (only when ETA is at least 1.5 hours away from the booked coach) except for the last Coach Departure time. If there are no available seats, you will have to find an alternative transfer at your own expense. The ticket/booking is, however, not refundable. If your ETA is less than 1.5 hours away from your booked coach, your booking is expired.

Boarding at Bell Office or Pick-up from Hotel

1. For customers whose hotels are not in the service area or prefer to board the coach at the Bangkok or Pattaya Bell Office, the boarding will generally start 15 minutes before departure time.

2. The confirmation email or voucher must be presented to our staff in order to issue tickets and baggage tags before traveling with Bell and RRC. Otherwise, passport or I.D. with the same name must be presented. We reserve the rights to not allow individuals with different names from the booking on board.

3. For customers who use the Pick-Up Service, the Pick–Up time from the hotel will be given to you in the confirmation email and the Service Voucher.

4. The pick-up time at hotel is estimated so that our vans may arrive at the hotel 10 to 30 minutes earlier or later than the designated pick-up time depending on traffic. Therefore, please wait for our staff in the lobby during those times or leave a message with the hotel’s reception on where to find you. Calling our office to ask for the status of the van is strongly recommended.

5. Providing the same names as the hotel check-in names would aid and facilitate our staff to contact you through the hotel’s reception if our staff is unable to find you in the hotel lobby.

6. This is a shared transfer, which means all customers share the scheduled coach with other customers so you must be ready for pick-up by the designated pick-up time.

7. Bell will do our best to adhere to our schedule for the benefit of all our customers. If the Bell Staff is unable to find you or if you are not ready to leave the hotel, our staff reserves the right to leave the hotel if they feel that the wait time will have an effect on the schedules of other customers. Bell Travel Service is not liable for any liabilities or consequences if this should occur. You will have to find other transportation to board the Coach at the Bell Office at your own expense.

8. If you miss the Coach, that ticket/booking is expired and cannot be used for the next coach.

9. Customers should call the Bell Office to check the status of our vans if it does not arrive on time. If there are any changes to the pick-up time, the Bell staff will contact you directly through the given mobile phone number (only registered in Thailand) or your email.

Amendment / Cancellation

1. All cancelled bookings/tickets will not be refunded and cannot be used for other customers’ bookings.

2. However, all bookings/tickets can be amended on date & time or from & to location of the same customers’ names only, changing route is not available anymore. The change/amendment must be done at least 2 days prior to your departure/service date.

• If you book via the website, you can change/amend via the website at “Search Booking” menu by entering your booking number and the email used for that booking. There will be no change/amendment fee.

• E-mail us at reservation@belltravelservice.com with your booking number or details with your new plan at least 3 days in advance and our staff will change it for you but there will be a change/amendment fee of 30 THB/person.

• Change/amend your booking at our counter with a change/amendment fee of 30 THB/person.

If the new fare is higher, you will have to pay the difference, but if the change has lower fare, Bell will not refund the difference.

Baggage

1. Each passenger is allowed to have 1 checked bag with maximum weight of 20 kg. and 1 personal bag free of charge.

A small personal bag, not a carry-on with wheels, such as handbag or computer bag which can be put on overhead compartment. Due to the overhead compartment is very small if your personal bag does not fit, you have to put it on your lap. It must not bother a passenger next to you.

A bag or suitcase with maximum weight of 20 kg. It will be placed in a baggage compartment under the coach.

2. Extra/Oversized/Excess weight or bag is subject to extra fee as shown below:

Bag less than 20 kg // THB 20
Bag 21-30 kg // THB 50
Bag, Golf bag (regular size) 31-50 kg // THB 100
Bag 51-80 kg // THB 150
Bag, Bicycle, Golf bag (big size), TV set 81-100 kg // THB 200
Surfboard // THB 300

All items must be folded and properly packed in a box or bag in order to avoid any damage during your journey.

The baggage fees cover transportation costs only and do not include baggage insurance in case of damage or lost. We advise that passenger purchases appropriate insurances to protect your baggage from any mishaps that may occur.

For every fee payment, we will provide a receipt and a tag for your bag. If any of our staff or team members fails to do so, you may send your complaints to suggestion@belltravelservice.com

If any passenger fails to pay the fee for extra bag or oversize/overweight bag, we reserve the right to not bring that luggage on board.

All baggage must be clearly labeled with the owner's name and destination address.

Bell Travel Service advises that the following items not be included in baggage. Please note, we will not accept any liabilities for damages or loss of these items:

• Cash and/or cash equivalent
• Jewelry, antiques or similar valuable items
• Any fragile items (e.g. glassware)
• Electrical or electronic components (e.g. camera, mobile phone, laptop).

Our Bell Travel Service staff will offer to help customers carry and lift their baggage up and down our vehicle and they will do their best to handle all baggage with the best possible care. If you are afraid that harm will be done to your baggage, please inform our staff not to help with the baggage. All bags may be piled on top of each other in the compartment as we have limited space for baggage. Therefore, the customer’s baggage is carried entirely at their own risk and Bell Travel Service accepts no responsibility for any losses and/or damages. The customer is therefore advised to carry travel insurance to insure their property.

Others

1. All kinds of animals are not allowed on board except for assistance dogs.

2. There are possibilities that our Coaches are late from their departures and result in late arrivals. Please make sure that you have ample time for late departures and/or bad traffic along the way which will result in late arrival at your destination. Bell is not liable for any missed flights, trips, and/or activities.

3. Bell Travel Service vehicles are insured for passengers and third party claims as required by the Thai laws. The insurance covers a maximum of 100,000/person in case of medication expense or death or losses of your bodily organs. All customers acknowledge and accept Bell’s insurance coverage while purchasing/booking their tickets. Bell strongly recommends all customers purchase travel insurance to cover any expenses on injuries, losses or damages up to their satisfaction.

4. Smoking and the drinking of alcoholic beverages are not permitted while traveling on Bell Travel Service’s and/or Roong Reuang Coach’s vehicles. Bell staff reserves the rights prohibit drunk or misbehaving customers on board if our staff feels that these customers will disturb others.

5. It is required by law that all passengers must fasten their seat belts while travelling on all public transportation. Otherwise, they can be subject to 5,000 THB fine.

6. Bell does not supply baby seats or child booster seats for children. You can have your child sit on your lap with the seat belt fastened over your child.

7. Bell Travel Service will do our best to supply all passengers with optimal comfort and convenience while traveling to your destination. However, Bell Travel Service is not responsible for any liabilities occurring beyond our control, such as accidents causing delays to the vehicle, restricted vehicular access, exceptional or severe weather conditions, compliance with requests of the police, deaths and accidents on the road, unforeseen traffic delays, any actions by third parties, problems caused by other customers, impediments such as being held or delayed by a police officer, government official, or any other circumstances that may affect the passenger’s schedules and safety.

8. Bell is not liable for any consequences that may occur if customers fail to follow the Bell Travel Service’s Terms & Conditions.

These Terms of Use (“Terms”) constitute a binding agreement between us, 12Go Asia Pte. Ltd., with a registered place of business at 75 High Street, Singapore 179435 (“12Go”, “we”, “us” or “our”), and you, the user (“you”, “your” or “user”), and govern your access to and use of our Services (as defined below).

By accessing or using www.12go.asia, www.12go.com, or the 12Go mobile application (collectively, the “Site”), including conducting searches, making bookings, or engaging in any transactions, you acknowledge that you have read, understood, and agreed to be bound by these Terms, as well as any other policies and documents referenced in or linked from these Terms. If you do not agree to these Terms, you must not access, use, or conduct any transactions on the Site.

Please review these Terms carefully each time you access or use the Site, as they may be updated from time to time. We may amend these Terms as necessary to comply with legal obligations or to reflect changes in our business operations. The most recent version of these Terms will always apply and will supersede any previous versions.

1.    OUR SERVICES

1.1.   12Go operates and manages the Site as an online platform that connects you with Suppliers. Through the Site, you can browse, search, reserve, book, purchase, and pay for a range of travel-related services (“Services”). In some cases, you may be redirected to a Supplier’s distribution channel to complete a reservation, purchase, or payment. These travel products include, but are not limited to, domestic and international flights, ferries, airport transfers, helicopters, shuttle services, taxis, trains, rail passes, buses, and other related or add-on services (“Product”).

1.2.   All Products are provided directly by third-party suppliers (each, a “Supplier,” and collectively, the “Suppliers”). Specific terms and conditions for a given Product may be set out separately, for example, in product descriptions, booking pages, or additional communications (“Product Terms”). By proceeding with a reservation, booking, purchase, or upon receiving a Confirmed Booking, you are deemed to have accepted those Product Terms. A “Confirmed Booking” occurs when we send you a receipt, booking confirmation, e-ticket, voucher, or e-pass by email (to the email you provided during booking), or through the booking feature on the Site, or by other available means.

1.3.   Only individuals who have reached the legal age of majority and are fully competent under applicable laws may access or use the Services on the Site. If you are a minor, legally incompetent, or subject to any age-related restrictions, you are not permitted to access, use, or transact on the Site, or to book, reserve, or purchase any Products.

1.4.   Product descriptions and related information on the Site are provided to us by third-party suppliers or their authorized representatives. 12Go acts solely as an intermediary and does not produce, verify, or warrant such content. While we endeavor to present accurate information, we do not guarantee its completeness, accuracy, or reliability, and we accept no liability for errors, omissions, or discrepancies, except where liability cannot be excluded under applicable law. Any support we offer in resolving disputes is voluntary and does not constitute an acceptance of liability or responsibility for the outcome.

1.5.   Prices and details of Products may change frequently due to market demand, Supplier’s policies, or other business factors. As a result, information shown on the homepage or search results may differ by the time you proceed to payment. You are responsible for reviewing the final price and details of the selected Product before completing your purchase.

1.6.   The Site and Services do not represent an endorsement or recommendation of any Supplier. We do not guarantee the quality or service level of any Product or Supplier, and we are not liable for any information, content, services, or products offered by Suppliers. Supplier rankings displayed on the Site are based on several factors, such as your search preferences, destination, travel dates, availability, service type, and filters used. Some Suppliers may also be featured based on popularity, pricing, reviews, star ratings, location, or participation in 12Go marketing programs. Where applicable, participation in such programs may be identified with specific labels or indicators on the Site.

1.7.   Ratings, star classifications, labels, and other certifications shown on the Site are based on information from Suppliers and reviews by users. These are displayed at our discretion and are not verified or endorsed by us. We are not responsible for their accuracy or any decisions made based on them. You should not rely solely on these ratings or labels when making a booking and should consider all relevant details about the Product and Supplier.

1.8.   All content and information accessed through the Site is used at your own risk. You are solely responsible for any resulting loss or damage. To the extent permitted by law, we are not liable for any errors, omissions, or modifications made to the content on our Site. We do not guarantee that the Site or Services will always be available or uninterrupted, and we are not responsible for any loss resulting from such unavailability.

1.9.   The Site may contain advertisements and links to third-party websites. In some cases, these may appear as part of our cooperation with partners, who may place advertisements in the form of images, links, or sponsored content. If you choose to interact with these advertisements or visit third-party sites, please be aware that those sites operate independently of 12Go. Their terms, privacy policies, and data handling practices will apply, and you visit those sites at your own risk. We are not responsible for the content or safety of external sites, including any malware or harmful content they may contain. You agree that 12Go is not liable for any damage, loss, or liability arising from your use of third-party content or platforms.

2.   BOOKING

2.1.   When you book, reserve, use, or purchase a Product on the Site, you are entering into an agreement with the Supplier listed on the Site. 12Go simply acts as a platform operator or intermediary. This means we facilitate the booking, reservation, or purchase process between you and the Supplier, but we do not provide, perform, own, operate, or control the Product.

2.2.   By proceeding with any booking, reservation, or purchase of a Product on the Site, you confirm your acceptance of the applicable Product Terms. These may include policies on changes, cancellations, refunds, no-shows, or other specific conditions, and they may be set by us, by the Supplier, or communicated by us on the Supplier’s behalf. Once you receive a Confirmed Booking, this serves as confirmation that you have read, understood, and agreed to all applicable Product Terms. If you make a booking on behalf of another person, you represent and warrant that you have been authorized to do so and have the authority to bind that person to these Terms. If you do not have this authority, you will be treated as if you are the principal yourself and remain fully responsible. You are also responsible for informing any third parties named in the booking about the applicable Product Terms and ensuring their acceptance.

2.3.   Your booking may not be instantly confirmed even after payment is completed. Receiving a payment receipt or a booking acknowledgment only means your request has been received and is being processed. Some Products may take longer to confirm due to the way they are sourced through our supply chain. You should monitor the status of your booking to ensure it has been confirmed. If you do not receive a Confirmed Booking within a reasonable time, you must contact us first before making another booking for the same or a similar Product. Making a repeat booking without checking may result in a double booking, for which we are not liable and will not provide any refund or compensation. Once a Confirmed Booking is issued, a direct contract between you (or any other persons for whom you have booked) and the Supplier is considered to be in effect, and the Supplier is responsible for performing the service.

2.4.   12Go is not responsible for any loss or damage resulting from a Supplier’s failure to deliver the booked Services. If a Supplier cannot fulfill their obligations due to reasons such as insolvency, bankruptcy, liquidation, business restructuring, or any other inability to perform, you agree to pursue any claims or legal actions directly against that Supplier, not 12Go.

2.5.   You are responsible for keeping all booking-related information confidential, including your account details, booking number, voucher, ID, or any system-generated codes. 12Go and the Suppliers are not liable for any loss, theft, or misuse of this information.

2.6.   We reserve the right to cancel or reject a booking, Confirmed Booking, or your participation in any activities if any of the following situations occur (this list is not exhaustive):

      a)   The Product you booked is no longer offered by the Supplier;
      b)   You failed to pay the remaining balance due, or payment cannot be collected due to your fault, whether intentional or negligent;
      c)   The payment failed due to issues with your bank, card, or payment method (either on or off the Site);
      d)   You provided incomplete, inaccurate, or misleading information at the time of booking;
      e)   A Force Majeure Event occurs;
      f)   A violation under Section 8 (relating to service suspension or account deactivation).

2.7.    You are solely responsible for planning your travel arrangements with sufficient time between connections, and for accounting for possible delays, cancellations, or disruptions. 12Go is not liable for any missed flights, accommodations, tours, or other related plans resulting from (i) an unconfirmed or canceled booking; (ii) a Supplier’s failure to provide the Product; or (iii) Force Majeure Events, or any other disruption outside of our direct control. Each Product offered on the Site is sold as a separate service, even if purchased together in a single cart. The cancellation or disruption of one Product does not affect the status of any other bookings, which will be handled according to the cancellation and refund policies that applied at the time of purchase.

2.8.   We may collaborate with authorized third-party platforms and make parts of our Services available through those platforms via redirection. If you access and use our Services through a third-party platform, your booking will still be governed by these Terms in full. Any separate terms or policies of the third-party platform do not override or replace these Terms.

2.9.   12Go is not responsible for any transactions or interactions between you and Suppliers, or any other third parties, that occur outside the Site or are not facilitated through our Customer Support team.

3.   USER ACCOUNT

3.1.   Your account will be automatically created upon your first purchase to help you manage your bookings more efficiently and access additional features. By using our Services and registering an account this way, you agree to provide accurate, current, and complete information and to keep your account details updated at all times. Please refer to our Privacy Policy for details on how we collect, use, and process your personal data. Subject to applicable laws, we reserve the right, at our sole discretion, to reject suspend, or terminate your account at any time, without prior notice.

3.2.   We recommend that you maintain active and accessible communication channels, such as your registered email address, phone number, device notifications, and the in-app message center, to ensure you receive important updates about your account. We will not be liable for any loss or damage resulting from missed communications sent to these channels.

3.3.   Your account is personal and non-transferable. You may not assign or allow any other person to use your account or your login credentials. You are responsible for keeping your username, password, and associated identifiers (such as your email and phone number) secure. This includes taking appropriate measures to prevent unauthorized access, such as using strong passwords.

3.4. If you suspect any unauthorized access or use of your account, please notify us immediately. We will review the issue and may verify your account activity and investigate for possible breaches. If our investigation determines that the issue was not caused by a failure in our systems, infrastructure, or services, we are not liable for any damage caused by compromised credentials, weak personal security, or actions by third parties beyond our control.

4.    PAYMENT

4.1.   All payments for bookings, reservations, or purchases made through the Site must be completed using the payment channels available on the Site. These may include bank transfers, credit cards, debit cards, virtual cards, digital wallets, vouchers, discount codes, or coupons. Payments must be made in the exact amount and currency shown, and within the specified time limit. If payment is inaccurate (e.g. incorrect amount, missing reference numbers) or delayed, your booking may fail or be automatically cancelled. 12Go is not responsible for incomplete or unsuccessful transactions resulting from your own error, failures by the payment processor, or issues originating from your bank.

4.2.   We may charge additional fees (where allowed by law) for facilitating your booking. These may include service, convenience, or cross-border transaction fees. All such fees and applicable taxes are non-refundable unless otherwise required by law.

4.3.   If you choose to pay by credit, debit, or virtual card, you confirm that you understand and agree to the terms of your card provider and the card network (e.g. fraud prevention, chargebacks). You are solely responsible for any losses caused by fraud or unauthorized use of your card. 12Go is not liable in such cases.

4.4.   In some cases, we may require additional verification before confirming your booking. This could include providing identification or supporting documents. Your booking is not confirmed until you receive a confirmation email with your Confirmed Booking, ticket, or voucher. Some Suppliers may also conduct fraud checks or KYC (know-your-customer) verifications. If these checks fail or you refuse to provide required information, your booking may be canceled. In such cases, we reserve the right to suspend or terminate your account, and we will not be liable for any resulting loss or inconvenience.

4.5.   While 12Go may assist with processing payments or collecting funds on behalf of Suppliers, we are not a party to the contract between you and the Supplier. Our role is solely to act as a platform or intermediary that connects you with Suppliers, and we do not act as their legal representative.

4.6.   Any fees you pay to 12Go will include applicable taxes such as GST, VAT, sales tax, service tax, consumption tax, or similar government-imposed charges that we are required to collect and pay to the tax authorities. You are responsible for all taxes, fees, duties, and charges related to your use of the Site. If any government taxes or fees increase or are newly introduced after you book the Products, you agree to pay those additional amounts, unless the law indicates otherwise.

5.    TRAVEL ADVICE AND DOCUMENTS

5.1.   You are solely responsible for ensuring that you comply with all applicable travel requirements. This includes, but is not limited to:

      a)   understanding the entry, exit, and transit requirements of your departure country, chosen destination, any countries of transit, and your selected airline or carrier;
      b)   selecting your travel route and destination for the entirety of your trip; and
      c)   assessing and managing any risks associated with travel to your chosen destination, and fulfilling all necessary travel requirements. These requirements may include, but are not limited to: valid passport(s), entry visa(s), transit visa(s), insurance, health checks, vaccinations, medical declarations (such as declarations related to pregnancy, disabilities, or other medical conditions that may require pre-approval for travel), and any other documents required by the relevant authorities or airlines.

12Go shall not be liable for any personal injury, loss, or damage resulting from your failure to obtain or present the necessary travel authorizations, visas, permits, or other documentation required by your destination or transit country.

5.2.   12Go does not make any representations or warranties that travel to any destination listed on the Site is advisable, safe, or risk-free. You travel at your own risk, and 12Go shall not be liable for any injuries, losses, damages, or incidents that occur during your trip or stay, regardless of the cause.

5.3.   12Go is under no obligation to inform or verify any travel requirements imposed by airlines, governments, or other third parties. It is your responsibility to stay informed of and comply with such requirements.

6.   CHANGES, CANCELLATIONS, AND REFUNDS

6.1.   If you wish to cancel your Confirmed Booking or make changes (including, but not limited to, adding services or add-ons, changing the travel date, route, or passenger information), you may do so using the tools available on the Site or by contacting our Customer Support team. You acknowledge and agree that:

      a)   Your eligibility for changes, cancellations, or refunds depends on the Product Terms set by the relevant Supplier or by us, as applicable;
      b)   Additional fees or charges may apply for such changes, cancellations, or refund requests. These may include service fees from the Supplier or from 12Go for facilitating your request; and
      c)   Certain fees are non-refundable once the related services have been provided. This includes, but is not limited to, 12Go service fees and delivery or handling charges. These fees cover the costs of processing, facilitating, and supporting your booking, such as customer support, system handling, coordination with Suppliers, and delivery logistics. As these services are rendered at the time of booking, regardless of whether the Supplier ultimately provides the Product, the fees are considered earned and will not be refunded, except where required by law.

12Go will assist in communicating your request to the Supplier. However, the final approval for any change, cancellation, or refund is at the sole discretion of the respective Supplier. Some Suppliers do not allow any changes, including changes made before the booking is confirmed. In such cases, your request may be rejected even if the booking has not yet been confirmed or issued.

6.2.   If your Confirmed Booking is modified, rescheduled, or canceled by the Supplier, we will, upon your request and subject to the relevant Product Terms, request a refund or rescheduling on your behalf. However, we make no guarantees that the Supplier will (i) approve a refund, whether in full or in part; (ii) agree to your rescheduling request; or (iii) respond or process your request promptly. If the Supplier only offers a refund directly to you in the form of a voucher, credit, or other non-cash method, we reserve the right to delay or withhold processing your refund request until the form and terms of the refund are clearly confirmed.

6.3.   If you decide to change your travel plans after receiving a Confirmed Booking, we strongly recommend that you submit any reschedule or modification requests directly through the Site or by contacting our Customer Support team. This helps prevent any discrepancies or data mismatches. If you choose to make changes directly with the Supplier, such as changes to travel dates, routes, passenger details, upgrades, or add-ons, 12Go will not be responsible for those changes. In such cases, (i) we are not obligated to update your booking information on the Site or notify you of any changes; and (ii) we are not liable for any losses, issues, disputes, or legal consequences that may result from changes made directly with the Supplier.

6.4.   Refunds, whether initiated by you (voluntary) or resulting from changes or cancellations beyond your control (involuntary), will generally be processed using the same payment method you used for the original Confirmed Booking. If (i) a refund to the original payment method is not possible; or (ii) the original payment was made via bank transfer or an offline payment method, we may, at our discretion, issue the refund as a credit to your internal 12Go account for use in a future booking. We reserve the right to withhold or reject any refund request if we reasonably believe it may be connected to activities that violate applicable laws or regulations, including those related to money laundering, fraud, terrorism financing, or other criminal conduct. Where legally required, such cases may be reported to the relevant authorities. You are solely responsible for ensuring that all information provided for the refund, including any payment account details or contact details, is complete, accurate, and up to date.

6.5.   To the extent allowed by law, if:

      a)   we are unable to refund via the original payment method for any reason;
      b)   you fail to provide the required information for us to process your refund; or
      c)   you cannot be reached after we have made reasonable efforts to contact you,

you will be deemed uncontactable, and we may stop processing your refund request without further obligation.

6.6.   Refunds may be subject to certain deductions, including but not limited to, bank fees, interchange fees, merchant service fees, and other reasonable costs incurred in processing your refund.

6.7.   In some cases, a Supplier may offer an alternative refund (such as travel credit or vouchers) instead of a cash refund. If so, we will inform you of the offer according to the Supplier’s policy and Product Terms. We have no control over the Supplier’s refund options, and if you are not satisfied, you agree that any complaints or legal action must be directed solely to the Supplier.

6.8.   Where permitted by law, 12Go may offer you an alternative refund method, such as a coupon, voucher, or promotional code, instead of a cash refund. If you accept this alternative option, you agree that you will no longer be entitled to receive the refund in cash and that 12Go will be released from its refund obligation in that respect.

6.9.   12Go is not liable for refund delays caused by your failure to cooperate or to provide necessary information in a timely manner. Refunds must be processed within applicable deadlines.

6.10.   If you experience issues receiving a refund to an alternative account (e.g. PayPal or local wallets), you are responsible for resolving the matter directly with the account provider. 12Go may assist by confirming the refund status but is not responsible for completing or troubleshooting third-party transactions

6.11.   If your paid booking fails to be issued (e.g. due to a system error or unavailability), we may automatically cancel the booking and initiate a refund for the amount you paid.

7.   REVIEW

7.1.   After you complete a booking or use services from a Supplier, you may receive an email invitation to leave a review or take part in a survey about your experience. Participation is optional. The Content you submit is considered non-confidential. If your Content includes someone else’s personal data, you must obtain their permission before sharing it with us.

7.2.   We may choose to display your review on our Site and, at our sole discretion, and may edit it for clarity, formatting, or readability. We also reserve the right to use, modify, remove, or otherwise manage your content at any time, without prior notice or compensation. To help ensure the Site remains appropriate and compliant with applicable laws, all reviews are screened, both automatically and manually, to detect and prevent offensive, misleading, or illegal content. If your review is published, it may include your comments, feedback, and the name you submitted with the review.

7.3.   You are fully responsible for any content you post or submit on the Site. This includes reviews, photos, videos, or any other materials (collectively, “Content”). By submitting Content, you confirm that:

      a)    You own or control the rights to the Content;
      b)   You give 12Go a perpetual, worldwide, royalty-free, sub-licensable license to use, display, reproduce, or adapt your Content for any purpose related to our business, including marketing;
      c)   Your Content is truthful, accurate, and not misleading;
      d)   Your Content does not include offensive, inappropriate, illegal, discriminatory, or defamatory material. It also does not promote violence, adult services, or sensitive medical or personal issues; and
      e)   Your Content complies with these Terms, relevant laws, and does not infringe on any third party’s rights.

7.4.   By submitting a Content, you:

      a)   Waive any right to be credited or identified as the author;
      b)   Allow 12Go and its affiliates to use your Content for any purpose, including commercial use; and
      c)   Give up any moral or economic rights to the Content.

7.5.   If your Content causes legal issues for 12Go (for example, if a third party initiates legal action in connection with what you posted), you agree to be fully responsible for any resulting claims. This includes covering all associated costs, damages, losses, and reasonable legal fees incurred by 12Go.

8.   SUSPENSION OF SERVICE AND DEACTIVATION OF USER ACCOUNT

8.1.   At 12Go, we take account security seriously. If we suspect that your account has been compromised, accessed without permission, or is at risk (due to password leaks, unusual activity, or other security threats), we may take immediate action to protect you and the platform. These actions may include resetting your password, temporarily suspending your account, limiting certain features, or asking for extra verification to confirm you are the rightful owner.

8.2.   We reserve the right to suspend your access to the Site or Services at any time, without prior notice, if we determine, at our sole discretion, that you:

      a)   Have violated these Terms, the Product Terms, or any terms and conditions applicable to any Product;
      b)   Are engaged in, or are reasonably suspected of engaging in, illegal, unlawful, unethical, or criminal activity;
      c)   Are misusing the Site or Services, including but not limited to, exploiting system vulnerabilities, or using unauthorized third-party tools or software;
      d)   Have submitted false, misleading, offensive, or otherwise inappropriate content, or have engaged in behavior that is inappropriate, threatening, abusive, harassing, offensive, discriminatory or uncooperative; or
      e)   Are identified on any applicable governmental or international sanctions, watch, or prohibited persons list.

8.3.   We may permanently delete or deactivate your account and block your access to our Site and Services if:

      a)   You commit a serious or repeated breach of these Terms or any of our applicable policies;
      b)   You fail to cooperate with us during an investigation related to a suspension; or
      c)   We have previously suspended or blocked your account and you continue to breach our Terms or miss payments due to your fault.

8.4.   If your account is suspended or deleted, your Confirmed Bookings made before that point will still be valid. However, you may lose access to account-related features, such as coupons, referral rewards, or other promotions linked to your account.

8.5.   If your account is suspended or deleted, you are not allowed to create a new account or make new transactions using your name or contact details. If we detect that you have done so, we reserve the right to cancel any bookings made and withhold any pending refunds from the Supplier. You may also be responsible for any losses or damages caused as a result.

9.   INTELLECTUAL PROPERTY RIGHTS

9.1.   All intellectual property rights related to the content, design, and functionality of the 12Go website and its Services, whether text, images, software, graphics, video, audio, code, or other materials, are either owned by 12Go or licensed to us by third parties. These rights include, but are not limited to, copyrights, trademarks, patents, trade names, service marks, logos, domain names, and other proprietary rights (collectively referred to as “12Go Intellectual Property Rights”). Unless we clearly state otherwise, nothing on our Site gives you the right to copy, use, reproduce, distribute, modify, or create derivative works from any of 12Go’s Intellectual Property Rights. Any unauthorized use is strictly prohibited and may lead to legal action, including claims for damages, penalties, or other remedies under applicable laws.

9.2.   We grant you a limited, non-exclusive, non-transferable, and revocable license to access and use the Site and its content for personal, non-commercial purposes only, in accordance with these Terms. This means you may browse, search, and book the Products for yourself or others you are authorized to act on behalf of. This license does not allow you to:

      a)   Reuse content for commercial purposes;
      b)   Copy or republish any part of the website or mobile application;
      c)   Modify or adapt our materials or software; or
      d)   Bypass or interfere with any security features or limitations built into the Site.

All rights not explicitly granted to you remain fully reserved by 12Go or our licensors.

9.3.   You agree not to do any of the following unless you have our express written consent:

      a)   Use, display, copy, or reproduce any part of the Site for commercial purposes without our written approval;
      b)   Frame, deep-link to, mirror, or otherwise present our Site as part of another platform without permission;
      c)   Use bots, scrapers, or similar automated tools to access, extract, or index any part of our Site or Services;
      d)   Upload or transmit harmful software (e.g. viruses, malware, worms, or Trojan horses);
      e)   Infringe upon any third party’s intellectual property rights through content you upload or transmit;
      f)   Tamper with, reverse-engineer, or attempt to access the Site’s underlying source code;
      g)   Use the Site for spamming, phishing, misleading SEO tactics (like cloaking, keyword stuffing, or link schemes), or to interfere with search engine rankings;
      h)   Collect information, such as email addresses or contact details, from the Site without proper consent;
      i)   Engage in actions that disrupt, damage, or degrade our Site’s performance or compromise other users’ experience; or
      j)   Create or operate a competing service based on any part of the Site or its infrastructure.

Violations of these conditions may result in suspension or termination of your account, cancellation of your bookings, legal claims, and financial liability.

10.   YOUR REPRESENTATIONS AND WARRANTIES

10.1.   By using our Site, booking Products, or accessing our Services, you confirm and agree that you are of legal age and fully capable of entering into a binding agreement, including making bookings and fulfilling any related obligations.

10.2.   You confirm that you are not on any blacklist or watchlist issued by any government or organization, nor are you subject to any international sanctions, trade restrictions, or penalties under laws related to anti-money laundering and counter-terrorism financing.

10.3.   You represent that you comply with all applicable anti-money laundering and counter-terrorism financing laws, and you will not use the Site, Services, or Products to engage in any activities that violate such laws.

10.4.   You confirm that any payment method you use belongs to you or that you have authorization to use it, and that sufficient funds or credit are available to complete your transaction.

10.5.   You confirm that all information you provide, whether for account registration, bookings, or participation in promotions, is true, accurate, and complete, and complies with these Terms and any applicable requirements from Suppliers.

10.6.   You represent that your use of the Site does not infringe on the rights of others, including intellectual property or privacy rights.

11.   LIMITATION OF LIABILITY

11.1.   You hereby acknowledge and agree that, to the maximum extent permitted by applicable law:

      a)   The Site, Products, Services are provided on an “as is” and “as available” basis. We make no express or implied guarantees or warranties, including but not limited to merchantability, suitability for a particular purpose, or non-infringement.
      b)   We do not guarantee that (i) the functions, Services, or features on the Site will be uninterrupted or error-free; (ii) any errors or failures will be promptly corrected; or (iii) the Site or any systems used to provide Services are free from viruses, malware, or harmful components.
      c)   We do not warrant the accuracy, authenticity, integrity, or quality of the content, Sites, or resources available on the Site, nor do we guarantee these materials are free from malicious, indecent, or controversial elements.
      d)   We do not guarantee or warrant that you will receive valid travel permits or visas. We are not responsible for notifying you or compensating you for any losses or damages resulting from a lack of travel permits, including denied boarding, refusal of entry, or deportation.
      e)   Any materials downloaded or obtained through the Site are at your own risk. You assume full responsibility for any loss or damage resulting from such downloads, including damage to your computer system or loss of data.

11.2.   We shall not be liable for any direct, indirect, special, incidental, punitive, consequential, or economic damages or losses arising from your use of the Site or links on the Site, even if we have been advised of the possibility of such damages.

11.3.   Liability for the use, performance, and enjoyment of the Products, including any issues related to redemption, refunds, or compensation, rests primarily with the relevant Suppliers. In exceptional cases where the law requires us to compensate you on behalf of ourselves or our Suppliers, our maximum liability will not exceed the amount you actually paid for the relevant Products.

12.   INDEMNIFACATION

12.1.   You agree to indemnify, defend, and hold harmless 12Go, our Suppliers, directors, employees, affiliates, and partners from any and all claims, demands, damages, losses, liabilities, costs, or expenses (including reasonable legal fees) that arise from third-party claims (“Third-Party Claims”) related to:

      a)   your use of or access to the Site or any transactions made through it;
      b)   your use of any Services provided by 12Go;
      c)   any infringement or misuse by you of third-party rights, including intellectual property or privacy rights;
      d)   your violation of these Terms or any applicable laws or regulations; or
      e)   any act or omission by you, whether intentional, negligent, unlawful, or otherwise.

12.2   We may, at our sole discretion, choose to take part in handling or settling any Third-Party Claim. You agree not to settle or take any action that may affect our rights or obligations without our prior written approval.

12.3.   We reserve the right to assume full control and responsibility for the defense and resolution of any Third-Party Claim, at its own cost. If we choose to do so, we will inform you, and you agree to fully cooperate as needed.

13. FORCE MAJEURE

13.1.   We shall not be held liable for any failure or delay in performing our obligations under these Terms, including but not limited to failed transactions, restricted access to the Site, or harm suffered by users, where such failure or delay is caused by circumstances beyond our reasonable control (“Force Majeure Events”). Force Majeure Events may include, without limitation:

      a)   Natural disasters, including floods, earthquakes, hurricanes, or typhoons;
      b)   Epidemics, pandemics, or public health emergencies that restrict travel, movement, or normal business operations;
      c)   Riots, war (declared or undeclared), military conflict, or acts of terrorism;
      d)   Government-imposed embargoes, sanctions, or changes in laws or regulatory requirements;
      e)   Labor strikes, protests, lockouts, or civil disturbances;
      f)   Bankruptcy, insolvency, or other failure of performance by Suppliers; and
      g)   Cyber-attacks, data breaches, or disruptions to essential IT infrastructure or communication networks.

13.2.   In the event of a Force Majeure Event, we will use reasonable efforts to mitigate the impact and resume performance as soon as practicable. However, we shall not be held liable for any loss, damage, or delay resulting directly or indirectly from such events.

14.   DISPUTE RESOLUTION

14.1.   In the event of any dispute, controversy, or claim arising out of or in connection with these Terms, including any question regarding their existence, validity, or termination, both you and 12Go agree to resolve the dispute amicably through good faith negotiations. Such negotiations shall commence upon written notice from one party to the other and shall continue for a period of ninety (90) days from the date of such notice. Notices of dispute shall be sent to disputeresolution@12go.asia.

14.2.   If the dispute cannot be resolved within that 90-day period, it shall be referred to mediation at the Singapore Mediation Centre, in accordance with its prevailing Mediation Procedure.

14.3.   If the dispute remains unresolved after mediation, either party may bring the matter to the courts of the Republic of Singapore.

15.   GOVERNING LAW

These Terms, and any disputes or claims related to them, including disagreements about their validity, enforceability, or any alleged breach, will be governed by and interpreted under the laws of Singapore.

16.   MISCELLANEOUS

16.1.   These Terms may be provided in multiple languages. In the event of any inconsistency or conflict between the English version and any translated version, the English version shall prevail.

16.2.   The section titles and headings in these Terms are for convenience only and shall not affect the meaning or interpretation of any provision.

16.3.   If any provision of these Terms is determined to be unlawful, invalid, or unenforceable, that provision shall be enforced to the fullest extent permitted by applicable law, and the remaining provisions shall continue in full force and effect. Where possible, the invalid or unenforceable provision shall be replaced by a valid provision that most closely reflects the original intent.

16.4.   A delay or failure by either party to exercise or enforce any right or provision under these Terms shall not constitute a waiver of that right or provision, nor shall it prevent the party from exercising or enforcing the same or any other right or provision at a later time.

16.5.   Unless expressly stated otherwise in these Terms, no person or entity other than you and 12Go shall have any rights to enforce or benefit from any provision of these Terms.

16.6.   We may send notices or communications to you by email, via your account on the Site, or by posting a general notice on the Site. It is your responsibility to maintain accurate and up-to-date contact information to receive such communications.

Version 2.0 effective from 16 July 2025