Legal - We've got you covered

Enhance your booking experience with Vuelo for added peace of mind. We prioritize the safety and security of your financial information and diligently monitor all Vuelo transactions around the clock.

Vuelo’s Slice It payment options are unregulated credit agreements. Borrowing more than you can afford or paying late may have adverse effects on your financial standing and credit eligibility. Available to UK residents aged 18 and above, subject to financial status. Terms and conditions, as well as late fees, may apply.

Put your payments on hold

If you didn't receive the Service or Experience you purchased, we'll pause your payments and assist you in resolving the issue.

Assistance within the Vuelo App

When you initiate a booking dispute, your payment will be temporarily suspended for 21 days once you report it to Vuelo and provide valid response information. This grace period is designed to allow sufficient time for the merchant to resolve the dispute.

Your Security Matters

At Vuelo, we have robust security measures in effect to safeguard our customers and prevent unauthorized transactions. If you suspect fraudulent activity, please refer to our Fraud Liability Protection guidelines for the appropriate steps to take.

Purchase Protection with Vuelo

If you made a payment through Vuelo and your booking significantly deviates from what you booked/was promised to you, you might qualify for a refund under Vuelo’s Buyer Protection Policy. Rest assured, we're here to assist you in every step of the process to resolve the issue with the merchant.

Vuelo assesses your claim's eligibility based on the specified criteria and the information you provide. We make this determination at our discretion, taking into account all relevant factors.

Vuelo’s Buyer Protection Policy may apply when you experience any of the following issues with a booking:

A "Products & Services Not Received" claim: You didn't receive the Products & Services you booked or parts of it.

A "Significat Deviation" claim: The trip you booked differs significantly from its description.

Your claim MAY QUALIFY for Vuelo’s Buyer Protection Policy if:

Instances Covered by Vuelo’s Buyer Protection Policy:

1. The booked products or services significantly differs from the merchant’s description, such as booking a 5 star hotel and receiving a 3 star hotel
2. You receive an entirely different Product or Service, like booking a Villa and receiving an apartment
3. The booked products or services’s condition was misrepresented
4. You did not receive your booked products or services
5. You did not receive parts of your booked products or services

Vuelo’s Discretion

Vuelo, at its reasonable discretion, determines the eligibility of your claim under the Buyer Protection Policy.

1. The defect in the booked products or services was accurately described by the merchant in its item description
2. Your booked products or services matches common expectations but doesn't align with your personal preferences. For instance, the hotel doesn't exactly resemble the advertised picture
3. You ordered the wrong booked products or services
4. The booked products or services you bought matches the merchant’s description but doesn't meet your expectations regarding quality or performance
5. You (the account holder) are not listed on the travel itinerary
6. The merchant provides valid proof

Instances Not Covered by Vuelo’s Buyer Protection Policy:

1. The defect in the booked products or services was accurately described by the merchant in its item description.
2. Your booked products or services matches common expectations but doesn't align with your personal preferences. For instance, the hotel doesn't exactly resemble the advertised picture.
3. You ordered the wrong booked products or services.
4. The booked products or services you bought matches the merchant’s description but doesn't meet your expectations regarding quality or performance.
5. You (the account holder) are not listed on the travel itinerary.
6. The merchant provides valid proof.

How to raise a claim under Vuelo’s Buyer Protection Policy

Please follow the below instructions in order to receive support under Vuelo’s Buyer Protection Policy.

1 - Contact the merchant to solve the problem Reach out to the merchant from which you made the booking and seek their assistance in resolving the issue. Only the merchant has the capability to assist you in addressing problems with your booked products or services.

2 - Report the problem to Vuelo Reach out to the merchant from which you made the booking and seek their assistance in resolving the issue. Only the merchant has the capability to assist you in addressing the problems with your booking.

3 - Escalation of the claim In case you and the merchant haven't yet resolved the issue, don't worry. If it's taking an exctended period to find a solution. Vuelo will collaborate with you to reach a resolution. Therefore, it's crucial to retain any pertinent documentation related to your claim. This includes information demonstrating non-delivery of your booked products or services, images depicting the issue and copies of your communications with the merchant indicating their inability to resolve the matter. You can also reach out to the merchant to request any additional required documentation.

4 - Vuelo will review your dispute Upon a thorough assessment of your booked products or services and any documentation furnished by you and/or merchant, Vuelo will render a decision on the dispute. This decision will determine whether uelo will refund your payment or relieve you of your payment obligation.

Vuelo’s Buyer Protection Policy

Once you've reported an issue following the guidelines provided above, Vuelo will temporarily suspend your payment until the matter is resolved. If you've made full or partial upfront payments for your booking, Vuelo will reimburse you if the dispute is resolved in your favor. Any refunds will be credited to the same payment method you used for your booking.

Contact

Vuelo is a trading name of LV 001 Limited, registered office: 222 Regent Street London, W1B 5TR, United Kingdom. Registered in England and Wales No. 14645298.

support@getvuelo.com / Tel: (+44) 020 4587 9437 / www.getvuelo.com