Public Offer for Booking Agency Services (payment, cancellation and refund terms)

Edition dated 30 October 2026

Website: www.bigtravelhub.com

Agent: Individual Entrepreneur Regina Safiullayevna Ismagulova, trading as "Big Travel Hub", IIN 000811650778, Republic of Kazakhstan

Address: Zheleznodorozhnik gardening society, building 59, Tomarly, Atyrau City Administration, Atyrau Region, Republic of Kazakhstan

This Offer is a public proposal to enter into an agreement on the terms below. It applies to all requests made through www.bigtravelhub.com, its chats, messengers and Big Travel Hub social media accounts.

1. Definitions

  1. Agent (Big Travel Hub) — IE R. S. Ismagulova, a booking service that selects services and forwards requests to Providers.
  2. Provider — the person or company that actually delivers the service: a guide, tour company, transport company, owner of a car, yacht or accommodation, cruise company, tour operator, insurer or visa centre.
  3. Customer — the person who submits a request or pays for a service, and the travellers on whose behalf they book it.
  4. Confirmation — a message from the Agent (by messenger, email or on the website) stating the service, date, price, Provider, payment details and cancellation terms.
  5. Agency fee (commission) — payment for the Agent's work in selecting, booking and supporting the request.

2. Our status: we are an intermediary

  1. The Agent is a booking service and an intermediary. The Agent does not itself provide excursions, transport, accommodation or other travel services and is not a tour operator or carrier.
  2. Cars, yachts, boats, accommodation and other property offered on the website do not belong to the Agent. Guides, drivers and captains work for Providers, not for the Agent.
  3. The contract for the service itself is concluded between the Customer and the Provider. The Provider is named in the Confirmation or on the Customer's request.
  4. Tours, air tickets and package deals are arranged through tour operators and partner services under their own terms. Insurance is provided by the insurer under its own rules.

3. What the Agent does

In return for the agency fee, the Agent:

  1. Advises on and selects services: excursions, transfers, car and yacht rental, accommodation, visa support, insurance and tours.
  2. Forwards the request to the Provider and makes the booking.
  3. Sends the Customer the Confirmation and payment details.
  4. Stays in touch and helps resolve questions with the Provider before and during the service.
  5. As part of the concierge service (VIP support), plans the programme and coordinates all bookings for the trip. The services themselves are still delivered by Providers.

4. How the agreement is concluded

  1. The agreement with the Agent is concluded when the Customer pays for the service or confirms the request in writing (in a chat, messenger or on the website).
  2. If another person pays on the Customer's behalf, both the Customer and the payer are deemed to have accepted this Offer.
  3. A Customer booking for a group confirms that all travellers in the group have been made aware of this Offer.

5. Price and payment

  1. The total price is stated in the Confirmation. It consists of the Provider's price and the agency fee, which may be included in the price.
  2. Before Confirmation, prices and availability may change. After Confirmation and payment, the price is fixed.
  3. Prices may be quoted in US dollars or local currency. When paying in another currency, the exchange rate stated in the invoice on the payment date applies. Bank charges and exchange-rate differences are paid by the Customer.
  4. The deposit (amount or percentage) and the deadline for paying the balance are stated in the Confirmation.

6. Where the Customer pays: Agent accounts and Provider accounts

  1. In the Confirmation or invoice the Agent states which part is paid to the Agent and which part to the Provider. Options include:
    1. the full amount is paid to the Provider's account;
    2. the agency fee is paid to the Agent and the service price to the Provider (before the trip or on site);
    3. another arrangement expressly stated in the invoice.
  2. Money received into the Agent's account is the agency fee, unless the invoice expressly states otherwise.
  3. Money paid to the Provider's account or to the Provider on site is payment for the Provider's service. The Agent does not receive or control it. The Provider is responsible for the service, payment documents and any refund of that money.
  4. The Provider may issue invoices to its own account or to accounts of persons it authorises. The Agent passes such payment details to the Customer on the Provider's instructions.
  5. Pay only to details sent from the official Big Travel Hub chat. If you receive payment details from another number or account, check them with your manager first.
  6. After payment the Agent sends a booking Confirmation. Without a Confirmation the booking is not considered complete.

7. Cancellation by the Customer

  1. The Customer may cancel a booking at any time by messaging the manager. In that case the Customer pays the costs actually incurred by the Provider and the Agent.
  2. Costs actually incurred include, in particular: prepaid transfers, accommodation, tickets, cruise berths, entrance tickets, yacht or car reservations for the date, supplier penalties, and the agency fee for a booking already made.
  3. Unless the Confirmation states otherwise, the parties agree in advance that these costs are:
When cancelledWhat is retained
48 hours or more before the startonly costs already incurred under clause 7.2 (if any)
24 to 48 hours before50% of the deposit, but not less than the costs under clause 7.2
less than 24 hours, no-show, or more than 30 minutes late100% of the deposit
  1. Some services are non-refundable from the moment of payment if the Confirmation says so: cruises (including Ha Long Bay), air and rail tickets, non-refundable accommodation rates, multi-day trips, VIP yachts for a specific date, tickets to parks and events, and visa fees after the application is submitted.
  2. If the Customer or a traveller falls ill and this is confirmed by a dated certificate from a medical institution, the Agent offers to reschedule the service without penalty or to refund the money. Only costs that suppliers will no longer return (for example, non-refundable accommodation or tickets) are deducted from the refund.
  3. Changes of date, time or group size are possible by agreement with the Provider and are not guaranteed.

8. Refunds

  1. Money is refunded by whoever received it: the Agent within the amount received into its account, the Provider within the amount it received. The Agent helps the Customer obtain a refund from the Provider.
  2. The Agent refunds money within 10 days of the refund amount being agreed, to the same card or account used for payment.
  3. Bank charges and exchange-rate differences on refunds are not compensated, except where the service was not provided through the Agent's fault.

9. Weather, the captain's decision and force majeure

  1. Sea trips (yachts, boats, islands, snorkelling, diving) depend on the weather. The decision to sail, the route and the return are made by the captain, the Provider or the port authorities. This decision is binding on all participants.
  2. If a trip is cancelled due to weather, the Customer chooses between rescheduling to another date or a refund of the full amount paid for that service.
  3. If the trip goes ahead but the route is shortened or changed by the captain for safety reasons, this is not grounds for a refund.
  4. If the Provider is ready to sail but the Customer chooses not to go because of the weather, this is an ordinary cancellation under section 7.
  5. The same rules apply when cable cars, parks or mountain routes are closed due to weather. The Provider may replace part of the programme with an equivalent one.
  6. Force majeure includes natural disasters, typhoons, epidemics, government decisions, border closures, military action and flight cancellations. In such cases the parties are released from liability. The Agent offers rescheduling or a refund less any costs that suppliers have not returned.

10. Who is responsible for what

  1. The Agent is responsible for its own work: forwarding the request to the Provider correctly and on time, passing service information to the Customer as provided by the Provider, and refunding money it received in the cases set out in this Offer.
  2. The Provider is responsible for the service itself: quality, safety, timing, condition of vehicles, yachts and accommodation, permits and passenger insurance, the conduct of its guides, drivers and captains, and refunds of money it received.
  3. Complaints about the quality or safety of a service are addressed to the Provider. At the Customer's request, the Agent forwards the complaint to the Provider and helps resolve it.
  4. The Agent is not responsible for: the actions of Providers and third parties; decisions of consulates, border services and other authorities; refusal of entry; weather; flight delays and cancellations; loss of belongings; harm resulting from the Customer breaking safety rules.
  5. To the extent permitted by law, the Agent's liability is limited to the amount of the agency fee for the relevant booking.
  6. If a Provider cannot deliver the service (guide illness, vehicle breakdown, etc.), the Agent offers an equivalent replacement. If the Customer declines the replacement, the full amount paid for that service is refunded.
  7. The Customer is responsible for: correct details (names, passports, dates, flights, contacts); valid documents (a passport valid for at least 6 months, visa, a driving licence of the required category); arriving on time; following safety rules and local laws; and any damage to the Provider's property.

11. Special terms by service

  1. Car and motorbike rental. The rental agreement is concluded with the owner. Deposit, insurance, fuel, fines, accidents and damage are governed by the owner's terms. Driving is allowed only with a licence valid in the country of travel.
  2. Transfers. Free waiting time is stated in the Confirmation. The Customer informs the manager in advance of any flight delay or time change.
  3. Yachts and boats. The captain's rules apply on board. The captain may change the route or end the trip for safety reasons (see section 9).
  4. Visas. The Agent helps prepare documents, but the decision is made by the consulate or immigration service. Government and service fees are non-refundable after submission, including if the visa is refused.
  5. Accommodation. The check-in and cancellation rules of the property or booking platform stated in the Confirmation apply.
  6. Insurance. The insurance contract is between the Customer and the insurer. The Agent only advises.
  7. Concierge service (VIP support). The concierge price is the agency fee for planning and coordination. Before the trip starts it is refunded less work already done; after the trip starts it is non-refundable. Providers' services within the programme are cancelled under section 7.

12. Complaints

  1. If something goes wrong, message your manager straight away, on the spot: this is usually the best way to fix it.
  2. A written complaint is sent by email or messenger within 14 days after the service date, with a description and, if available, photos or video.
  3. The Agent replies within 10 days. Complaints about service quality are forwarded to the Provider, and the Agent passes its reply to the Customer.

13. Personal data

Customer data is processed in accordance with the Privacy Policy. Data needed for the service (name, contact details, passport, flight) is passed to the Provider.

14. Governing law and disputes

This Offer is governed by the law of the Republic of Kazakhstan. Disputes are resolved by negotiation and through the complaints procedure (section 12). If no agreement is reached, the dispute is heard by a court in accordance with the law of the Republic of Kazakhstan. This does not limit any mandatory consumer rights the Customer has under the law of their country of residence.

15. Changes to this Offer

The Agent may amend this Offer. A new edition applies from the moment it is published on the website. Bookings already paid for are governed by the edition in force on the payment date.

16. Agent's details and contacts

  • Individual Entrepreneur Regina Safiullayevna Ismagulova (Big Travel Hub)
  • IIN 000811650778
  • Address: Zheleznodorozhnik gardening society, building 59, Tomarly, Atyrau City Administration, Atyrau Region, Republic of Kazakhstan
  • Phone: +7 702 322 4115
  • WhatsApp: +84 941 037 485
  • Email: bigtravelchat@gmail.com