Terms of service

These terms govern your use of onetapfly.com and every booking made through it. OneTapFly is operated by CIURENIS IT LTD (Company No. 16763272), 4 Wye Close, Aylesbury HP21 9NH, United Kingdom. Short version of the most important idea: OneTapFly is an independent travel agent, not an airline. We find live fares, issue tickets through our ticketing supplier, and support you around the booking — but the flight itself is a contract between you and the operating airline.

1. Two layers of rules apply to every ticket

Every booking you make through OneTapFly is governed by two distinct layers:

1. These agency terms — they cover our service: search, price presentation, the service fee, issuing the ticket, transactional communication and refunds of our fee.
2. The airline's conditions of carriage and fare rules — they cover the flight: baggage allowances, check-in deadlines, changes, cancellations, no-show rules, denied boarding compensation and everything that happens at the airport and on board. Fare rules differ per airline and per fare; the restrictive ones (for example non-refundable fares) stay restrictive no matter where the ticket was bought.

Where the two layers overlap, the airline's rules control the flight and our terms control our service. Before you pay, we show you the operating airline and the key restrictions of your fare (whether it is refundable, whether changes are allowed and at what cost, and the baggage allowance), together with a link to the full fare conditions. The airline's general conditions of carriage are available on its website and on request from our support.

2. Prices and the service fee

Every price displayed on OneTapFly is a final price in euros and already includes our service fee. The fee is charged per passenger and depends on that passenger's fare band (lap infants without a seat carry no fee).

Before you confirm payment, the checkout shows a full breakdown of the final price as required by Regulation (EC) No 1008/2008: the air fare, taxes, airport charges, and other charges and fees — including our service fee — each as a separate line. The same breakdown appears in your receipt and e-ticket email. Optional extras are added only when you actively select them; nothing is pre-ticked.

Prices come from live airline inventory and are typically guaranteed for about 30 minutes from the moment of search — we show a validity countdown instead of silently re-quoting. If the fare changes before you pay, we tell you the new price and you decide; we never charge an amount you have not seen on screen.

3. Right of withdrawal (14-day cancellation right)

Two different rules apply, matching the two layers in section 1:

• The flight itself. Contracts for passenger transport services are excluded from the right of withdrawal under Directive 2011/83/EU (Article 3(3)(k)). Whether and how your ticket can be cancelled or refunded is governed by the airline's fare rules — see sections 6 and 7.
• Our agency service. Our search, booking and ticket-issuance service is a service contract, and as an EU consumer you would normally have 14 days to withdraw from it. However, when you book you expressly request that we perform this service immediately — your ticket is issued within minutes of payment. By ticking the confirmation box at checkout you give your prior express consent to immediate performance and acknowledge that once the service has been fully performed (your ticket has been issued), you lose the right of withdrawal, in accordance with Article 16(a) of Directive 2011/83/EU (in Spain: Article 103(a) TRLGDCU).

If ticket issuance fails, our service was not performed and everything you paid — fare and service fee — is refunded automatically (section 6).

4. Booking process and your responsibilities

• Passenger names must match the travel document exactly. We show a name-check confirmation before payment. Fixing a wrong name after ticketing follows airline rules and can cost up to the full fare — please check twice.
• You are responsible for valid travel documents: passport validity, visas, transit rules and health requirements of your route. We sell carriage, not immigration advice.
• The contact email of the order is where your e-ticket and every status update arrives. Guest checkout is the default; a signed link in each email gives access to your order.

5. Ticket issuance and insolvency protection notice

Tickets are issued automatically after successful payment, normally within minutes. If an airline delays confirmation, we email you a status update and keep working on the booking. If an airline ultimately cannot confirm the seats, the booking fails safely: we start a full automatic refund of everything you paid — fare and service fee — and email you the refund confirmation. You never pay for a ticket that was not issued.

Insolvency protection notice. OneTapFly sells flight tickets only ("flight-only"). Your ticket is issued immediately upon payment and your contract of carriage is directly with the operating airline. This sale is not protected under the UK ATOL scheme, and because it is not a package or linked travel arrangement, no package-travel insolvency protection applies to it either.

6. Refunds: fare vs service fee

The refund treatment depends on who cancels and why. In this section and section 7, a "significant schedule change" means a change made by the airline that (a) moves your departure or arrival time by more than 3 hours, (b) moves a flight to a different calendar day, or (c) changes the departure or arrival airport.

The matrix below is binding on us:

Scenario	Fare	Our service fee
Booking failed after payment (airline could not confirm)	Refunded in full, automatically	Refunded in full, automatically
Airline cancels the flight or makes a significant schedule change	Per the airline's obligations (refund or rebooking)	Refunded if you choose a refund instead of rebooking
You cancel voluntarily	Per the fare rules of your ticket (many promotional fares are non-refundable; taxes may be recoverable)	Not refunded — the service (search, issuance, support) was already fully performed (see section 3)
No-show / missed flight	Per fare rules (usually forfeited)	Not refunded

Refunds go to the original payment method. Bank processing typically takes 5–10 business days after we (or the airline) release the money.

7. Changes, cancellations, disruptions

Voluntary changes follow the fare rules plus any airline change fee; contact support and we will quote the exact cost before anything is changed. If an airline changes your schedule, we notify you by email and never confirm a significant schedule change on your behalf without your reply. For delays, cancellations and denied boarding, EU Regulation 261/2004 or UK261 may entitle you to compensation from the airline; we can point you to the right claim channel, but the obligation is the airline's.

8. Payments

Payments are processed by a PCI-DSS certified payment service provider with 3-D Secure. We accept the methods shown at checkout. Your card statement may show the payment provider's descriptor rather than "OneTapFly". We charge exactly once per order; duplicate submissions are de-duplicated on our side.

9. What we are not liable for

We are liable for our service: correct issuance of the ticket you paid for, honest price presentation, and the communication we promise here. We are not liable for the performance of the flight itself (delays, cancellations, baggage handling — the airline's contract covers those), for border decisions, or for consequences of incorrect passenger data you provided. Nothing in these terms limits liability that cannot be limited by law, including for death or personal injury caused by negligence, or your statutory consumer rights.

10. Governing law, jurisdiction and complaints

These terms are governed by the laws of England and Wales. If you are a consumer in the EU, this choice does not deprive you of the mandatory consumer protections of the country where you live (Article 6 of the Rome I Regulation) — those protections apply to you in full.

Where you can sue and be sued. If you are a consumer, you may bring proceedings against us in the courts of the country where you live, and we will bring proceedings against you (if ever) only in the courts of that country.

Complaints. Before any formal step, write to support@onetapfly.com — we reply to complaints within 14 days and resolve most of them much faster. We are not currently a member of an alternative dispute resolution (ADR) body; if we join one, we will name it here. You can also contact the consumer protection authority or the European Consumer Centre (ECC-Net) in your country of residence for free assistance with cross-border complaints.

11. Languages

These terms are published in English and in Spanish. If you buy as a consumer in Spain, the Spanish version applies to you; otherwise the English version applies. Where another EU market is launched, a reviewed version in that market's language will be published before sales start there.

12. Changes to these terms

We may update these terms as the product evolves; the version at the time of your booking applies to that booking. The date at the top reflects the current version.