Last updated: January 2025

1) Who we are

CN CARMEN ADVISORY FZ‑LLC (Licence No.: 47018894; Company Registration No.: RAKEZ20251819)
is a travel advisory and booking agency registered in the United Arab Emirates.
Registered office: FXMB0139, Compass Building, Al Shohada Road, Al Hamra Industrial Zone‑FZ, Ras Al Khaimah, UAE.
Contact: carmen@cncarmen.com · +33650315591 · 

2) What these Terms cover

These Terms govern:
(a) your use of our website, content and communications (the “Site”); and
(b) our travel consulting and arranging services, including making or facilitating bookings with independent third‑party suppliers such as hotels, airlines, destination management companies (DMCs), tour operators, ground transport providers, any individual brokers, and similar (collectively, the “Suppliers”).

By using the Site or asking us to make or hold a booking, you agree to these Terms.

3) Our role (agency)

Unless we state otherwise in writing, we act solely as an agent for the relevant Supplier.
Your contract for travel services is with the Supplier, not with CN CARMEN. Supplier terms and conditions (including fare rules, cancellation/change rules, refund policies and liability limitations) apply in addition to these Terms and will be provided or referenced at or before booking.
If, in a specific case, we act as principal, we will say so clearly on the invoice/confirmation, and the relevant sections of these Terms will apply to us in that capacity.

4) Quotes, prices and currency

Price quotations are subject to availability, Supplier confirmation and changes in taxes, surcharges and currency. Obvious errors may be corrected. Unless we state otherwise, prices are per person and exclude local city taxes or resort fees payable on arrival. Currency conversions are indicative; your card issuer or bank may apply its own rate and fees.

5) Fees and how your money is handled

We may charge service/professional fees for consulting, itinerary design and booking management. We may collect from you:

·       (i) our service fees; and/or

·       (ii) amounts that we collect as agent for the Supplier and then remit to the Supplier.

Once we remit funds to a Supplier, we are discharged from the obligation to hold or refund those pass‑through amounts. Your right to any refund of Supplier charges will be from the Supplier under its rules. We will assist you with Supplier‑managed refunds and credits.

6) Security of payments & authorised channels (important)

To combat fraud and “business email compromise,” you agree to:

·       Pay only to the bank account or card link we provide on our official letterhead or secure portal.

·       Treat any changed bank details received by email as suspect until verbally verified on our published phone number.

·       Never send card details by email or messaging apps.

We are not responsible for payments you send to any account that is not ours or to impostors/impersonators of us or a Supplier. If you have doubts, call us before paying.

7) Third‑party fraud, insolvency & criminal acts — allocation of risk

7.1 Definition. A Third‑Party Fraud Event means any fraudulent, dishonest, criminal or unlawful act or insolvency by a Supplier or by a person/entity impersonating a Supplier (including misappropriation of funds, false account details, forged confirmations, or failure to perform because of insolvency or fraud).

7.2 Our undertaking. We will exercise reasonable skill and care in vetting Suppliers we regularly use and in following standard payment verification practices.

7.3 Your allocation of risk. If a Third‑Party Fraud Event occurs despite our reasonable skill and care, and we have already remitted your funds to the Supplier (or to an impersonator we reasonably believed to be the Supplier), we will not be liable to refund or compensate you from our own funds and we shall not be liable for resulting non‑performance. Your claim will be against the responsible third party (e.g., the fraudulent actor or defaulting Supplier). We will reasonably assist with evidence, contacts and any recovery efforts (including police reports or card chargeback support), and promptly pass through to you any amounts we actually recover, less unrecoverable third‑party costs reasonably incurred to secure such recovery.

7.4 Exceptions. The above does not limit liability to the extent it is unlawful to do so, and does not apply to our own fraud or wilful misconduct, or our own gross negligence.

7.5 Insurance. We strongly recommend you purchase comprehensive travel insurance, including (where available) Supplier failure/financial default cover. If you choose not to insure against these risks, you accept the risk of Supplier fraud/insolvency and related losses.

8) Changes, cancellations, refunds and credits

Change/cancellation policies are set by the Supplier. Many fares and rates are non‑refundable or non‑changeable, and no‑show may forfeit value. Our service fees are non‑refundable once services are provided (consultation/design/booking work).
If a Supplier issues a credit/voucher, its expiry and use are controlled by the Supplier. We will pass through any refund we actually receive from a Supplier to you, less any outstanding fees due to us.

9) Travel requirements and risks

You are responsible for valid passports, visas, entry/health requirements (vaccinations, tests) and compliance with destination rules. Travel involves risks; local conditions may change. We have no liability for consequences of your failure to meet requirements or for events outside our reasonable control (see “Force Majeure”).

10) Force Majeure / Events beyond our control

We are not liable for any failure or delay caused by events beyond our reasonable control, including (without limitation): acts of God, pandemics/epidemics, governmental action, border closures, war, terrorism, civil unrest, strikes, cyberattacks, fraud or criminal acts by third parties, power or network outages, or Supplier insolvency or default. Where such events make performance impossible, we may cancel or suspend affected services and will assist reasonably to obtain any remedies available from Suppliers.

11) Warranties & disclaimers

The Site is provided “as is”. We do not warrant that any Supplier service will be free of defects or interruptions, and we do not guarantee special requests. Descriptions, ratings and images are provided in good faith and may come from Suppliers.

12) Limitation of liability (monetary cap)

To the maximum extent permitted by applicable law, our aggregate liability to you for any claims arising out of or in connection with a booking or our services (whether in contract, tort or otherwise) is limited to the amount of our service fees you paid to us for the specific booking giving rise to the claim. This does not limit liability for our own fraud or wilful misconduct or our own gross negligence, and does not limit liability where such limitation would be unlawful.

13) Indemnity (your responsibilities)

You agree to indemnify us against losses, costs and liabilities we reasonably incur arising from: (a) your breach of these Terms or Supplier terms; (b) your misrepresentation to us or a Supplier; (c) your unlawful use of the Site; or (d) chargebacks initiated contrary to applicable Supplier rules after services were delivered or funds were remitted to a Supplier (provided we act reasonably and supply evidence).

14) Affiliations and networks

We may be affiliated with industry networks (e.g., IATA‑certified, and affiliated with Embark Beyond, Little Emperors and Virtuoso). Such affiliations do not make those organisations parties to your contract and do not transfer liability to them.

15) Intellectual property & Site use

All Site content (text, logos, images, layout) is owned by us or our licensors. You may not copy, scrape or exploit the Site except for personal, non‑commercial use related to a booking with us. Unlawful or automated access is prohibited.

16) Privacy

Our Privacy Policy (linked in the Site footer) explains how we collect and process personal data. Do not share someone else’s personal data with us without their consent.

17) Electronic communications & signatures

You agree to receive booking documents, confirmations and consents electronically. Electronic approvals (including “click to accept,” typed names, or approvals via secure links) are binding as permitted by applicable UAE e‑transactions and trust services law and similar international rules.

18) Complaints

Please contact us promptly with any complaint. We will investigate in good faith and, where the issue relates to a Supplier, we will direct it to the Supplier and support you in pursuing available remedies.

19) Governing law & dispute resolution (choose A or B before publishing)

These Terms and any non‑contractual obligations are governed by the laws of the United Arab Emirates and the laws of the Emirate of Dubai (as applicable). Any dispute shall be finally resolved by arbitration under the DIAC Rules 2022 administered by the Dubai International Arbitration Centre (DIAC). Seat: DIFC, Dubai, UAE. Language: English. Tribunal: one arbitrator (unless DIAC decides three due to complexity). The award may be enforced in any competent court.

Consumers outside the UAE: Nothing in these Terms reduces your non‑waivable consumer rights under the mandatory laws of your country of residence.

20) Changes to these Terms

We may update these Terms from time to time. Changes apply to new bookings and to Site use after the “last updated” date above. Material changes will be highlighted on the Site.

21) Miscellaneous

Severability: if any provision is invalid, the remainder stays in effect. No waiver unless in writing. You may not assign your rights without our consent; we may assign to an affiliate. These Terms form the entire agreement between you and us regarding their subject matter, in addition to applicable Supplier terms.

Prominent notice

Important — about third‑party fraud/insolvency: CN CARMEN acts as agent for independent travel Suppliers. If a Supplier (or someone impersonating a Supplier) commits fraud or becomes insolvent after we remit your funds in good faith, CN CARMEN is not liable to refund or re‑perform from its own funds, except to the extent any loss is caused by our own fraud, wilful misconduct, or gross negligence. We will assist recovery efforts and pass through any funds we recover. We strongly recommend comprehensive travel insurance including Supplier failure cover.