Manage. Operate.
Grow with Liva.

Liva Partner Agreement v1.0

This is an umbrella agreement. It exists so that a partner applying to work with Liva accepts several documents with one confirmation, without losing the record of which documents were accepted, or at which version.

It does not replace the documents it covers. Each remains a separate agreement with its own text and its own version history, and your acceptance is recorded against each one individually, on the date you accept, at the version shown to you on the application form.

1. What you are accepting

By ticking the box marked “Liva Partner Agreement”, you accept each of the following documents that applies to your partner type, in the version displayed beside it on the application form:

• the Terms & Conditions
• the Privacy Policy
• the Reseller Agreement — travel agents and affiliates
• the Commission Agreement — travel agents and affiliates
• the Commercial Agreement — transport operators

The form lists, underneath the box, exactly which of these apply to you and the version of each. That list is what will be recorded.

2. What is not covered

The Data Processing Agreement is not part of this document and is accepted separately. Where personal data is processed by one party on behalf of the other, Article 28 of the UK/EU GDPR requires a data processing agreement with specific mandatory content, and it is normal for that agreement to be entered into as a standalone instrument. You will see it as its own confirmation, with its own version. Nothing in this agreement varies, limits or overrides it.

3. Precedence

If a term of this umbrella agreement conflicts with a term of a document listed in section 1, the individual document prevails. This document is a means of accepting them together; it does not add, remove or vary any obligation contained in them.

4. How your acceptance is recorded

On submission, Liva records separately for each applicable document: the document, the exact version displayed to you when you completed the form, the date and time, your IP address, and the name you gave. The version recorded is the one you were shown — if a new version is published while you are completing the form, your record continues to name the version you actually read.

5. Changes and re-acceptance

Because acceptance is recorded per document, Liva can publish a new version of a single document and ask you to accept only that one again. Accepting this agreement does not commit you to future versions of any document it covers.

6. Authority

This agreement is between Liva and the organisation named on the application form. The individual completing the form confirms they are authorised to accept these terms on that organisation’s behalf.

7. Status of your application

Accepting these documents is part of applying. It does not by itself create a partnership, guarantee approval, or entitle you to any rate, commission or payout. Every application is reviewed before activation.

Privacy Policy v1.1

We cannot show this document here. Please ask us for a copy before you accept it.

Terms & Conditions v1.0

The Liva brand is operated by Liva Dot Com (Asia) Co., Ltd. (hereinafter “LIVA.COM”, “we”, “us”), a company registered in Thailand, Tax Identification Number 0835565008410, TAT Licence 31/01211.
Our full company details are set out in our Legal Notice.

LIVA.COM operates online booking websites that allow you to search for, compare and book passenger transport services offered by independent transport providers, principally by sea and by land.

Providers are independent businesses. LIVA.COM does not operate or control the transport services they provide, and does not itself organise any journey.

These Terms apply to the websites operated by LIVA.COM, currently phuketferry.com and ferrysamui.com. The booking platform is developed by Liva Core and made available to LIVA.COM under a non-exclusive licence.

What these Terms cover. They set out who supplies your transport, what LIVA.COM does and does not do, when a Booking becomes binding, how payment, changes, cancellation and refunds work, how an Order containing several trips is treated, and the limits of our responsibility. Please read them before you book.

Nothing in these Terms takes away a right the law gives you. Where a consumer right or remedy cannot lawfully be excluded, restricted or modified, nothing here excludes, restricts or modifies it, and any provision that would have that effect applies only so far as the law allows.

Introduction

Definitions
“These Terms” means the present general conditions of sale and use of the Website — this document.
“Provider” means any transport operator or other supplier whose services are offered on the Website.
“Provider Conditions” means a Provider’s own travel and sales conditions, where these are published on the trip detail page for the service you select.
“Service” means a service offered on the Website, such as a ferry crossing, a land transfer, or an activity.
“Order” means a purchase completed and paid for by the User on the Website. One Order may result in more than one Booking — see Orders containing more than one trip below.
“Booking” means a single reservation with a single Provider, identified by its own booking reference.
“LiVa Voucher” means store credit issued by LIVA.COM and held in your account, described under LiVa Vouchers and store credit below. It is not a travel document. The document you present in order to board is your e-ticket, whatever the file is named.
“Website” means the websites operated by LIVA.COM listed above, together with the booking tools made available on them.
“User”, “you” means any person using the Website, in particular to book or purchase any Service.

Scope of application
These Terms apply to all use of the Website, including every Service offered on it, which LIVA.COM sells as agent, in the name and on behalf of the Provider supplying that Service.

Use of the website

Before you can complete a booking you must accept, by ticking the boxes presented at checkout, (a) these Terms together with our Privacy Policy, and (b) the amendment and cancellation conditions applicable to the trips in your basket. These conditions are set out in full on the checkout page before you pay. Without both acceptances the booking cannot be completed.

If you are booking for other people. Where you book for passengers other than yourself, you confirm that you are authorised to accept these Terms on their behalf, and you undertake to pass them on. This applies whether you are booking for family or companions, or as a travel agency booking for a client.

Where a Provider publishes its own travel conditions for a Service, those conditions are shown on that Service’s trip detail page and form part of your contract with that Provider.

LIVA.COM allows you to find passenger transport by sea and by land for a given journey and to book a ticket online. For each trip we present, in the name and on behalf of our Providers, the offers available according to criteria you choose such as date, schedule, vehicle and price. Results are ordered principally by the criteria you enter, by availability, and by the information Providers give us about their Services. Where the law requires us to tell you the main parameters determining how results are ranked, or to disclose paid placement, we do so on the page where the results appear.

LIVA.COM acts as an intermediary and booking agent and not as the principal supplier of the transport Service. The Provider is the principal supplying the transport Service and your contract for that Service is with the Provider. Where LIVA.COM collects payment for a Service, it does so as collection agent for the relevant Provider. Payment properly received by LIVA.COM for that Service satisfies your corresponding payment obligation to the Provider. LIVA.COM remains responsible for the booking, payment-processing and intermediary obligations it expressly undertakes under these Terms.

Payment is taken through our secure online payment platform — except where your Order is settled in full by LiVa Vouchers or account credit, in which case no payment is collected from you at all.

To make a booking you must be at least 20 years old and legally capable of entering into a contract. You are financially responsible for all use of the Website made in your name and on behalf of others, including minors, and you are responsible for the truthfulness and accuracy of the information you provide, whether for yourself or a third party.

In the event of fraudulent use of the booking service, or breach of these Terms, LIVA.COM may refuse you access to the Services at any time.

When we may refuse or cancel a booking. We may decline an Order, or cancel one already made, where: the Provider has withdrawn the Service; your payment fails, is reversed, or cannot be collected; the details you gave are incomplete, inaccurate or misleading; we are unable to complete a verification check we reasonably require; an event outside our control prevents the trip; or you are in breach of these Terms. Where we cancel for one of these reasons and you have paid, we return what you paid, less anything the Provider’s own conditions entitle it to keep.

External Links

The Website may contain hyperlinks to websites and resources owned and operated by third parties. Those third parties have their own terms of use and privacy policies, which you will need to comply with if you access such sites.

We are not responsible for the availability of such external sites or resources and do not endorse and are not responsible or liable, directly or indirectly, for the privacy practices or the content of such websites, including any advertising, products, materials or services on or available from them, nor for any damage caused or alleged to be caused by them. We do not endorse third-party links, including advertisements, or those associated with any linked website.

Placing an Order

It is your responsibility to ensure that the information you provide when placing your Order — in particular your name and email address — is correct, and to tell us immediately of any change, so that your booking and any follow-up can be handled properly.

An account is created for you
When you book, an account is created for you automatically using the email address you give us, and your booking and travel documents are stored in it. We do not send you a password. To sign in for the first time, use the “Forgot password” link to set one, or sign in with Google, Facebook or LINE using the same email address.

After your Order is completed we email you at the address you gave. For a confirmed booking that email is your confirmation and contains a link to your e-ticket. For a trip sold “On request”, it confirms that we have your request and tells you when the Provider must reply by; your confirmation and e-ticket follow only once the Provider accepts. If you have not received either, please check your Junk or Spam folder and then contact us through our support centre at support.liva.com.

Your contract for the transport Service is with the Provider. LIVA.COM is not a party to that transport contract. LIVA.COM separately owes you the booking and intermediary obligations expressly undertaken in these Terms.

Orders containing more than one trip
One Order is paid in a single payment, for which you receive one payment receipt covering the whole Order. Each trip in that Order is then issued as a separate Booking — one per trip and per Provider — with its own booking reference and its own e-ticket, each governed by the conditions of its own Provider. A return journey with the same Provider is also issued as two Bookings. Where you ask for a tax invoice, one is issued for each Booking. Cancelling, changing or refunding one Booking does not affect the others, and the amendment and cancellation conditions are applied to each Booking separately.

Each Booking is its own contract, and its Provider’s conditions govern it. Where your Order contains trips with two different Providers, two different sets of Provider Conditions apply — each to its own Booking, and to nothing else. One Booking may still be fully refundable while another is already past its deadline, because each deadline runs from its own departure.

Changes are made to one Booking at a time. Where a Booking covers more than one service — a crossing together with the hotel transfer booked with it — a change applies to that Booking as a whole. A change is never applied across several Bookings at once, even where you bought them together.

Bookings made before this arrangement began may appear as a single Booking covering several trips. Those Bookings keep the conditions that applied when they were made, and the version of these Terms in force at that time continues to govern them.

Buying several trips together does not change who is responsible for each one. The fact that you can search, pay for and manage several Services in one place does not make LIVA.COM the supplier of any of them, and does not merge separate Bookings into one. Where the law that applies to you treats a particular combination of travel services as a package, a linked travel arrangement or another regulated combination, the rights that law gives you apply, whatever this section says.

Connections are your responsibility. Because each trip is a separate Booking with its own Provider, you should allow enough time between them for delays. LIVA.COM is not responsible for a connection you miss, or for any onward travel, accommodation or activity you lose, where a Provider is delayed or cancels, or where a trip is not confirmed.

Travel advisory – visa and other requirements
We recommend that you check visa regulations and any other entry requirements before making your reservation, and that you review travel prohibitions, warnings and advisories issued by your government before booking, particularly for international travel.

LIVA.COM cannot be held liable for incidents occurring during services provided by third parties. You are strongly advised to check the travel advisories issued by your government for any country you visit, to take the necessary precautions, and to take out appropriate personal travel insurance.

If a price or a detail is obviously wrong

Occasionally a price, an availability or another detail shown on the Website is obviously wrong — a decimal point in the wrong place, a fare a fraction of every comparable one, a technical fault in a feed. We may correct an obvious error before your Booking is confirmed.

Where we discover an obvious error after a Booking is confirmed, and performing at that price or on those terms would be plainly unreasonable, we will contact you and offer you the choice of confirming at the correct price and terms, or cancelling that Booking and receiving a full refund of everything you paid for it. You are not obliged to accept the correction.

This is not a right to reprice. We will not rely on it because a fare shown correctly and accepted has since become less attractive to us or to a Provider, and it does not affect any right you have under the law.

Departures sold as a request

Close to departure, some Providers stop accepting bookings automatically and confirm each one by hand. Where that applies the trip is shown to you as “On request” rather than “Instant confirmation”, and completing your Order places a request with the Provider rather than a confirmed booking.

What happens to your money. If you pay by card, the amount is authorised and not taken; it is taken only if the Provider accepts. If you pay by any other method offered at checkout, the amount is taken at once and returned to you if the Provider does not accept.

How long it takes. The Provider has a short, fixed period to reply, shown to you as a countdown on your confirmation page and in your account. If the Provider does not reply within that period the request is automatically declined.

If the request is declined or expires. No contract is formed. Where your card was authorised the authorisation is released and nothing is taken; where payment was already taken it is returned to you in full. Releases and returns are made as soon as we can and may take a few working days to appear, depending on your bank. No refund handling fee is charged, because no booking was ever confirmed.

If the request is accepted. Your payment is taken, your booking is confirmed, and your e-ticket is issued to your account; we email you a link to it. Until that happens you have no e-ticket and must not travel to the departure point.

Order Cancellation / Modification

Whether you can cancel or change a booked Service, and on what terms, depends on the Provider’s conditions for that Service and on how much time remains before departure. These conditions are shown on the trip detail page and again in your basket before you pay. Some Services cannot be cancelled or changed at all; where that is the case you are told so before your Order is completed.

How to make a request. Cancellations, refunds and changes are requested from your account on this Website, at any time. Our support centre can help you with a request — it is available Monday to Friday 08:00–24:00 and Saturday and Sunday 10:00–19:00 (Bangkok time) — but the request itself is made from your account, because that is where you choose how you would like to receive any refund and see the amount and any fee before you confirm.

What you can change. What can be changed depends on the Service you booked. For some Services only the travel date may be changed, keeping the same operator and the same sailing. For others you may also move to a different sailing with the same operator. What is available for your booking is shown to you before you confirm, and changes to a different operator are not offered.

A date change is a change to your existing Booking, not a new purchase. Your Booking keeps its reference number, your seat is never released, and no money moves. It is not a cancellation followed by a fresh booking, and the rules on cancellation and refunds do not apply to it.

A date change is offered only at the same price, with the same operator. You move to the same trip with the same operator, on a different day, at the same price you already paid. Dates priced differently from your Booking are not offered for a change, and a change to a different operator is never offered. Because the price is the same, you pay nothing more and are refunded nothing, and we charge no fee for changing the date of a Booking.

Changing a booking
The deadline for making a change is set by the operator of that trip and differs from one operator to another — from a few hours before departure to several days. There is no single platform-wide cut-off. The deadline that applies to your Booking is shown to you with the Booking before you commit to a change, and it is the one we apply.

Which dates you can move to. When you ask to change the date we show you the dates available for your trip. A date may be unavailable because it is priced differently from what you paid, because the operator does not sail that day, because the departure is full, because it falls outside the period the operator has opened for sale, or because your Booking has a later leg that the new date would fall after — a leg cannot be moved past a later leg of the same Booking, though the same day is allowed. Where a date cannot be chosen we tell you why.

Where you make a change other than a change of date, the Provider may set further conditions, and where it charges a fee for that change we pass it on to you together with a handling charge for processing it. Any such amount is shown to you in full before you confirm, and no change is made until you have accepted it.

Moving to an earlier date moves your cancellation deadline earlier with it. Your entitlement to a refund is always measured against whichever departure is sooner: the one you originally booked or the one you moved to. So if you move a trip forward — from October to September, say — your free-cancellation window is from then on measured from the September departure, and it may already have passed. Moving to a later date changes nothing, because your original departure still governs. We show you what your cancellation deadline becomes, and what it was, before you confirm the change. Changing a Booking never creates or extends a right to a refund.

Cancelling a booking, and what is refunded
How much of your fare is refundable is determined by the Provider’s cancellation conditions for your Service, which are shown on the trip detail page and in your basket before you pay. A Service is sold as fully refundable up to a stated deadline, as partly refundable, or as non-refundable, and the deadline is shown with it. After that deadline a cancellation may return nothing at all.

In addition to the Provider’s conditions, LIVA.COM applies its own refund handling fee, which depends on how you ask to receive the money. The current fees and the expected timescales for each option are set out in the Payment & refund methods table on this page. The fee is charged on the cash part of your refund only: where a booking was paid partly with a LiVa Voucher or with agency credit, those parts are returned in full and carry no fee, and a refund taken entirely as a LiVa Voucher carries no fee at all. Where a refund is returned to the card or account you paid with, the time shown is the time your bank or card issuer takes to credit it. Once we have processed the refund, additional time may be required for your bank or card issuer to credit it.

You can request a cancellation and refund at any time from your account on this Website. You choose how you would like to receive the money from the options offered for your booking, and the amount and any fee are shown to you before you confirm. A refund is not completed at the moment you confirm it. We process refunds promptly, and how long the money takes to reach you depends on the method you chose. We email you when your refund has been completed, and if it cannot be completed.

How your refund is returned, method by method. Which options are offered to you depends on how the booking was paid. The current fee and the expected timescale for each are shown in the Payment & refund methods table on this page, and the exact amount you will receive is shown to you before you confirm.

• To the card you paid with — returned to that same card. A refund handling fee applies.
• As a LiVa Voucher — credited to your account. No fee is charged.
• To an agency’s account with us — where a travel agency paid for your booking from its account credit, that part is returned to the agency and not to you, and carries no fee. You should claim it from the agency under your arrangement with it.
• To a Thai bank account — where this option is offered for your booking, paid to the account you give us. A percentage fee with a minimum applies.
• To a bank account outside Thailand — where this option is offered, paid to the account you give us. A fixed fee applies, which covers the cost of making the transfer and processing it, and it is not waived.

Where a Booking was funded from more than one source — for example part on a card and part with a LiVa Voucher — the refund is allocated according to what funded it:

• the amount funded by a LiVa Voucher is returned as a LiVa Voucher;
• the amount funded from a travel agency’s account credit is returned to that agency’s account, and only to the extent the agency actually funded that part of the Booking;
• the amount funded in cash — by card, or by any other cash method — is returned by one of the cash refund methods offered for that Booking, which you choose;
• the refund handling fee applies to the cash-funded amount only, at the rate for the cash refund method you select.

Value funded by a LiVa Voucher is never returned as cash, whatever the reason for the refund, and value funded from an agency’s account is never paid to you directly. Where you also paid part of the Booking yourself, that part is returned to you.

Why our own fees are not returned. The booking fee and the refund handling fee pay for work we have already done by the time you ask — taking and processing your Order, issuing your documents, supporting you, and dealing with the Provider on your behalf. That work is done whether or not you travel, so those fees are earned when your Order is completed and are not refunded — except where the law requires it, and except where the Provider cancels your departure, for which see below.

What we need from you. A refund can only be paid if the details you give us are complete and correct. If we cannot return the money by the route you chose, if you do not give us what we need to pay you, or if we cannot reach you after making reasonable efforts, we may stop processing the request. We may also decline or delay a refund where we reasonably believe it is connected to fraud or to money laundering, and we may report such a case where the law requires us to.

Where you cancel, the booking fee — where one was charged and shown to you before payment — is not refunded.

If the Provider cancels your departure
Where a Provider cancels a departure you have booked — including for weather, for maintenance, or at the Provider’s own decision — we will contact you, and you may choose one of the following: travel on another available departure at no additional charge; a LiVa Voucher for the full value of the booking; or a refund to the payment method you used. In this situation the fare is refundable in full regardless of the cancellation deadline that would otherwise apply to your ticket.

Where the Provider cancelled, you get everything back. The whole amount you paid for that Booking is returned to you — the fare and the booking fee — and no refund handling fee is charged. The one exception is where you ask for the money to be sent to a bank account outside Thailand: that fixed fee covers the cost of making the transfer and is still deducted, because it is a cost we pay to a third party rather than a charge of ours. Every other refund method returns the full amount.

Arrival, boarding and no-show

You must present yourself for check-in by the deadline shown for your Service. Where a Provider publishes an arrival deadline it appears on the trip detail page and on your booking confirmation.

Where no deadline is shown for your Service, you must arrive at the departure point at least 30 minutes before the scheduled departure time.

A Provider may treat a passenger who is not checked in by the applicable deadline as a no-show, whether that deadline is the one it publishes or the 30-minute default above. What follows from a no-show — whether the ticket can still be used, changed or refunded — is governed by that Provider’s conditions and by applicable law. Those conditions are shown to you before you book, and in many cases a no-show means the fare is not returned.

Passengers, age categories and luggage

Fares are sold in adult, child and infant categories. The age range for each category is set by the Provider and, where the Provider publishes it, is shown on the trip detail page before you book. Providers may ask for proof of age at check-in and may charge the difference to the adult fare, or refuse travel, where a passenger does not qualify for the category booked.

Where a Provider does not publish an age range for a Service, no platform-wide range applies to it. If you are unsure whether a passenger qualifies for a child or infant fare on the Service you have chosen, please contact us or the Provider before booking — a passenger who does not qualify may be charged the difference to the adult fare, or refused travel, at check-in.

Some Services require the name, date of birth, nationality or travel-document details of each passenger. Where that is the case you are asked for them during booking and the booking cannot be completed without them. For most Services only the lead booker’s details are required.

Luggage. Any luggage allowance shown for a Service is set by the Provider and applies per passenger. Excess or oversized luggage may be refused, or charged directly by the Provider’s staff at their own rates. Where no allowance is shown, the Provider’s own baggage rules apply.

Hotel pick-up and drop-off

Where you add a hotel pick-up or drop-off to your Order, it is a separate service line with its own conditions. Pick-up is available only within the published service zone, and at the pick-up window shown on your confirmation. You must be ready at the stated meeting point from the start of that window.

A transfer may be cancelled separately from your ferry ticket, and is refunded on the Provider’s own transfer conditions — independently of any refund on the ferry ticket. Cancelling one does not cancel the other. A change is different: where the transfer was booked with the crossing and forms part of the same Booking, changing that Booking changes both together.

Where you give a mobile telephone number for a transfer, we may contact you on it, including by SMS or messaging application, about that transfer.

Where a Provider publishes a rule for a missed pick-up, it is shown with that Service’s transfer conditions on the trip detail page. In every case the cancellation and refund of a transfer follow the Provider’s own transfer conditions, which are shown to you before you book.

Delivery of your e-ticket

We email you a link to your travel documents at the address you gave at the time of your Order. The documents themselves are held in your account on the Website, where you can view, download or print them at any time while your account remains open.

Depending on the Provider, you may be required to present your e-ticket on a screen or as a printed copy. Where a Provider has particular requirements, they are set out in its conditions on the trip detail page. Producing an acceptable copy of your e-ticket is your responsibility.

Evidence

To the extent permitted by applicable law, the data stored in the information systems of LIVA.COM and its Providers — in particular in our messaging systems and e-ticketing systems — may be produced as evidence of Orders placed and the performance of the parties’ obligations.

Passenger transportation services

LIVA.COM offers reservation and booking services only, as agent in the name and on behalf of its Providers. It does not supply the transport itself. Providers are independent businesses. LIVA.COM does not operate or control the transport services they provide, and does not itself organise any transport or journey.

Completing an Order implies acceptance of the conditions of the selected Provider. The change and cancellation conditions that apply are those of the Provider you have chosen, and may result in the withholding of part or of the entire amount of your ticket. Those conditions are determined by the Provider. LIVA.COM applies its own refund handling fee in addition, which is shown to you before you confirm.

E-Ticket conditions

All tickets booked through the Website are issued as e-tickets by LIVA.COM as agent for the Provider. Depending on the Provider’s conditions you must present the e-ticket electronically or as a printed copy before boarding.

An e-ticket is issued for a Booking and may not be resold or transferred to another person for value. It cannot be moved to another date or Service except through the amendment process described above. Providers may ask any passenger for photographic identification at check-in.

Keep your booking details to yourself. Your booking reference, e-ticket, QR code and any other code we issue can be used to travel. Please treat them as you would a ticket: do not publish them, and share them only with the people travelling on the booking. Neither LIVA.COM nor the Provider is responsible for the loss, theft or misuse of a booking reference or e-ticket you have disclosed.

The online reservation process is as follows:
1) Choose your route, vehicle and dates.
2) Enter the passenger details required for the Services in your basket.
3) Pay for your Order. LIVA.COM collects your payment and issues your billing document.
4) Receive a link to your e-ticket by email. The e-ticket itself is stored in your account on the Website, where you can view and download it at any time while your account remains open. For a trip sold “On request”, your e-ticket is issued only after the Provider accepts.

Financial conditions of services

Prices, currency and taxes
All taxes applicable to a Service are included in the price shown. Prices may be displayed in a currency of your choice for convenience; that display is an indicative conversion. All payments are taken in Thai Baht (THB), which is the contractual currency of your Order. If your card or bank account is held in another currency, your bank sets the exchange rate and any conversion charge, and neither appears in the payment summary on the Website.

Park fees, island fees, entrance fees and similar local charges are collected locally on arrival and are not included in the price you pay on the Website.

Prices change. Fares and availability are set by the Providers and can change while you are browsing, so a price you saw in the search results may differ by the time you reach payment. The price that applies is the one shown to you at the moment you confirm your Order, and it is your responsibility to check it before you pay.

Payment
Payment is made to LIVA.COM in the name and on behalf of its Providers, through our secure online payment platform. Bookings made on the Website must be paid using one of the payment methods offered at checkout. Where you choose a method that redirects you to your bank or wallet provider, you authorise the payment in that provider’s own application.

When your booking is made, and when you are charged. Your reservation is created when your payment is authorised. For most bookings the payment is taken at that moment and your booking is confirmed immediately.

Some departures are sold as a request rather than an immediate confirmation — see Departures sold as a request below. For those a reservation is created and held for you, but it is not confirmed until the Provider accepts it. Where you pay by card, the amount is only authorised on your card at that point and is not taken until the Provider accepts. Where you pay by any other method offered at checkout — a QR payment, a wallet or an instalment plan — the amount is taken in full when you place the request, and is returned to you if the Provider does not accept.

If your payment is neither authorised nor taken, no reservation is made and no contract is formed. If a payment is reversed before it has been taken — for example where your bank or wallet provider voids the authorisation — the reservation is cancelled and no contract comes into being.

Booking fee
A booking fee may be charged on your Order. Where one applies it is shown to you as a separate line in the price summary before you pay; where none applies the line reads “Free”. By paying, you consent to the collection of the total shown, including any booking fee, by our payment service provider. The booking fee is not refunded where you cancel or change a booking; where the Provider cancels your departure it is returned to you together with the fare.

Saved cards
If you choose to save a card for future bookings, we do not hold your card number or security code: our payment provider stores the card and returns a token to us, and we keep only that token together with the card brand, the last four digits and the expiry date. You may remove a saved card at any time from your account.

Your bank’s own charges
Independently of the Website, your bank may charge you additional fees for an international transaction. Those fees do not appear in the payment summary on the Website, and you should contact your bank for the terms that apply to you.

Receipts and invoices
Your Order is paid in a single payment, and when that payment is taken LIVA.COM issues one payment receipt for the whole Order, covering every Booking in it and the services supplied by the Providers. You may request a full tax invoice at any time from My Billing in your account; where your Order produced more than one Booking, an invoice is issued for each Booking.

LiVa Vouchers and store credit

A LiVa Voucher is store credit issued by LIVA.COM which may be used against bookings on our websites. A LiVa Voucher has no cash value, cannot be exchanged for money, is issued to a named account, and is not transferable to anyone else.

A LiVa Voucher is not money and not a payment instrument. Credit we grant you — a reward, a referral reward, a goodwill or promotional credit — is a benefit funded by us and spendable only against bookings on our websites. It is not a deposit, not electronic money held for you to withdraw, not cash belonging to you, and not a general-purpose means of payment. This does not change how refund credit is treated: value that represents money you paid us keeps the protection described below.

LiVa Vouchers may be issued to you as a refund, as a reward on an eligible booking, or as part of a promotion. Where credit is earned on a booking, it becomes available to spend only after that trip has been travelled, and it is withdrawn if the booking is cancelled or refunded before travel. Earning rates, caps and eligibility are published on our Rewards page and may be changed for future bookings.

Every LiVa Voucher carries an expiry date, which is shown on the voucher and in your account. Any balance remaining on a voucher at its expiry date is forfeited. A LiVa Voucher issued as a refund is valid for 12 months from the date you paid for the original booking — not from the date the voucher is issued.

Where you settle part or all of a booking with a LiVa Voucher, any refund of that part is returned to you as a LiVa Voucher and never as cash, whatever the reason for the refund. Only amounts you actually paid by card or another cash method can be refunded to that method.

Where the credit you used was one we granted you — earned on a booking, or received through the referral scheme — and you later cancel, that value is returned to the voucher it came from. It keeps that voucher’s original expiry date, which is not extended by the cancellation.

Closing your account affects the credit held in it, and it affects granted credit differently from credit that represents money you paid us. See Closing your account below.

Refer a friend

Registered members may invite new customers using their personal referral link, shown on the Refer & Earn page in their account.

How it works. The invited customer receives a discount on their first eligible booking, and the referring member receives a LiVa Voucher once that customer has travelled. The reward amounts, the minimum booking value, the eligibility conditions and any limit on how many rewards a member may earn are shown on the Refer & Earn page before you take part, and are the ones that apply. We may change them for future referrals.

The scheme is open only to genuinely new customers; self-referral and duplicate identities do not qualify. A discount may not be available on every fare, and where it cannot be applied to the booking you have chosen you will be told at checkout.

A referral reward is a LiVa Voucher and is governed by the LiVa Voucher terms above, including its expiry date, after which any remaining balance is forfeited.

Bookings made for you by a travel agency

Where a travel agency or reseller books on your behalf, these Terms govern the booking and your transport contract is with the Provider, exactly as for a booking you make yourself. Your own arrangement with the agency — what you paid it, and what it agreed with you — is a separate contract between you and that agency, and we are not a party to it.

What we hold. The booking is registered to the email address the agency gives us as the passenger’s. An account is created at that address, and every booking message — confirmation, e-ticket link, changes, cancellations and refunds — is sent there.

Changing or cancelling. You may manage the booking from your own account in the same way as any other booking. Where the agency asks us to change or cancel it, we act on that request as the party that made the booking.

Refunds. Where the agency paid us from its own account credit with us, that part of the money is returned to the agency’s account and not to you, and you should claim it from the agency under your arrangement with it. Where you paid us directly, the refund is returned to you.

Your account

Signing in. Repeated unsuccessful sign-in attempts temporarily lock your account for an increasing period, up to one hour. You can unlock it using the link we send to your registered email address. We recommend that you download or print your travel documents before you travel, so that you do not depend on signing in on the day.

If we suspend or close your account. We may suspend or close an account where it has been compromised, where we reasonably suspect fraud, unlawful use or abuse of the Website, where the details given are false, or where the holder is subject to sanctions. Where we do, Bookings already confirmed remain valid and you may still travel on them, but you may lose access to account features, including any LiVa Voucher balance, referral rewards and promotional offers. If we have closed an account for one of these reasons, opening another in the same name or with the same contact details is not permitted.

Closing an account does not by itself cancel a confirmed Booking, and neither does opening another one. We cancel a confirmed Booking only where there is a reason to: fraud, a payment that has been reversed or cannot be collected, sanctions, a security requirement, or where applicable law permits or requires it. Where we do cancel, what is returned to you is worked out under Order Cancellation / Modification.

Closing your account. You may close your account at any time. Loss of access is immediate and cannot be undone: you can no longer sign in, and you lose access to the e-tickets and travel documents held in your account, so download or print them first. Bookings already made remain valid with the Provider.

Closing your account does not delete every record immediately. We may keep what is necessary for Bookings you have already made, and for accounting and tax, payment records, fraud prevention, legal claims and regulatory compliance. Where information no longer needs to identify you, it is anonymised. Our Privacy Policy sets out what is kept, for how long and why.

Credit we granted you — a reward earned on a booking, a referral reward, or a promotional voucher — is forfeited when you close your account. Credit that represents money you paid us, such as a refund you chose to take as a LiVa Voucher, is not forfeited. If you hold such a balance, spend it before you close your account or contact us first, and we will agree with you what happens to it.

Messages you will receive

In addition to your booking confirmation and any other message necessary to your booking, we may send you an invitation to review your trip after you have travelled, together with one reminder; and, where you began a booking without completing it, a message allowing you to resume it. Every such message carries an unsubscribe link, and unsubscribing stops them without affecting messages about your bookings. When a refund is completed, or if it fails, we email you. We will not add you to a marketing newsletter unless you ask us to.

If you submit a review, the review terms shown on the review form apply to it.

Insurance

No insurance is included in the prices offered on the Website, and LIVA.COM neither provides insurance nor acts as an insurance intermediary. A Provider may hold its own cover for the transport it operates; where it does, that cover is a matter between you and that Provider, and any claim arising from the journey is made to them.

LIVA.COM recommends that you take out an insurance policy covering the consequences of cancellation, and an assistance policy covering special risks, in particular repatriation costs in the event of accident or illness.

Information & claims

Any request for information, clarification, order tracking or any claim should be addressed to LIVA.COM Customer Service through the channels available on the Website, including our support centre at support.liva.com.

If you dispute a payment with your bank. If you do not recognise a payment, or believe you have been charged in error, please contact us first. We can usually resolve it faster than a bank dispute, and we can refund you directly.

If you raise a dispute or chargeback with your card issuer, your issuer contacts our payment provider and we are asked to answer it. We provide the evidence we hold about your Order — the booking record, the confirmation and e-ticket we sent you, and our record of what was delivered. Your card issuer, not LIVA.COM, decides the outcome. We charge you no fee for handling a dispute.

While a dispute is open, and after one is decided, your booking is not cancelled and your e-ticket remains valid unless we tell you otherwise.

While a payment is under dispute, that payment cannot also be refunded to you through the cancellation process on this Website, because the amount is already the subject of your bank’s decision. If you wish to cancel a booking whose payment is disputed, please contact us.

You cannot recover the same money twice. Where an amount is already the subject of a dispute with your bank, we may hold any overlapping refund request for that same amount until your bank has decided, so that you are not paid twice for one charge.

If a payment is reversed. A reversal does not by itself entitle you to keep a Service that is no longer paid for. Where payment for a Booking you have not yet travelled on is finally reversed, we may cancel that Booking. Where you have already travelled and an amount properly owed remains unpaid, we may seek to recover it by lawful means. Exercising a chargeback or payment-dispute right in good faith is not itself a breach of these Terms. This does not affect our right to recover an amount ultimately determined to remain lawfully due.

We keep a record of disputes raised on an account, and we may take that record into account when accepting future bookings.

Under the Consumer Protection Act B.E. 2522, as amended by the Act B.E. 2553, a consumer may submit a complaint to the Office of the Consumer Protection Board of Thailand. Where a consumer is unable to submit the complaint personally, they may give a power of attorney authorising another person to do so on their behalf.

A complaint may be made to the OCPB by telephone on the consumer hotline 1166, online through the OCPB complaint system at complaint.ocpb.go.th, or in writing to: Office of the Consumer Protection Board, The Government Complex Commemorating His Majesty the King’s 80th Birthday Anniversary, 5 December B.E. 2550 (2007), Building B, Floor 5, Chaeng Watthana Road, Thung Song Hong, Lak Si, Bangkok 10210, Thailand.

Resolving a dispute with us

If something has gone wrong, please contact our support centre first. Most problems are resolved there, and it is faster than any formal route.

If we cannot resolve it that way, write to us setting out the dispute and what you would like us to do. We will work with you in good faith to settle it, and both of us allow ninety days from that written notice for those discussions.

If the dispute is still unresolved after ninety days, either of us may refer it to mediation before taking it further. Nothing in this section prevents you from exercising any right you have under consumer protection law, including the complaint route to the Office of the Consumer Protection Board described above, or from bringing proceedings in a court that has jurisdiction.

Intellectual Property Rights

1) All intellectual property rights (including copyright and rights in trademarks) in any content of the Website — text, graphics, software, photographs and other images, video, sound, trademarks and logos — are owned by us or our licensors.

Nothing in these Terms gives you any rights in respect of any intellectual property owned by us or our licensors, and you acknowledge that you acquire no ownership rights by downloading content from the Website. If you print, copy or store pages from the Website, as permitted by these Terms, you must ensure that any copyright, trademark or other intellectual property notice contained in the original content is reproduced.

2) The visual interfaces, graphics, design, compilation, information, data, computer code, products, software, services and all other elements of the Website (the “Materials”) are protected by intellectual property and other laws. You warrant that it is lawful for you to view this Website in your jurisdiction, and you are responsible for compliance with the laws of that jurisdiction in viewing or using the content.

3) Any software offered on the Website must be used in accordance with the terms of its accompanying licence. Where software is not accompanied by a licence, its use is temporary and limited to services related to the Website.

4) What you may not do with the Website. We grant you a limited, non-exclusive, non-transferable and revocable licence to use the Website to search for and book travel for yourself or for people you are authorised to act for. You may not, without our written permission: use any part of the Website commercially; copy, republish, frame, mirror or deep-link it; use bots, crawlers, scrapers or any automated means to access, extract, monitor or index our prices, schedules, availability or any other content; reverse-engineer it or interfere with its security; harvest contact details from it; interfere with its performance or with other users; or use it to build or operate a competing service.

5) Reviews and other content you submit. If you submit a review, photograph or other material, you confirm that it is yours to give, that it is truthful, and that it does not infringe anyone else’s rights or contain unlawful or offensive material. You grant LIVA.COM a perpetual, worldwide, royalty-free, sub-licensable licence to publish, reproduce, translate and adapt it in connection with our business, including in marketing, and to display it with the first name you gave or anonymously. We may screen it, edit it for clarity or length, decline to publish it, or remove it at any time. Where the review terms shown to you on the review form differ from this paragraph, those terms apply to that review.

Liability and guarantees

1) For the use of the Website
LIVA.COM does not guarantee that the Website will function without errors or interruption, or that it will be compatible with every device, browser or network. Where a fault in the Website causes you loss, our responsibility for it is governed by Limitation of Liability below, which is the only place in these Terms that limits what we owe you.

By accepting these Terms you confirm that you have checked the configuration of the equipment you use and are aware of the characteristics and limits of the Internet, in particular its technical performance and the risks relating to the security of communications.

You confirm that you are at least 20 years old and have the legal capacity to be bound by this agreement. LIVA.COM expressly warns you that by using the Website to make a booking you are entering into a contract with payment obligations. You further confirm that all information you provide is true, complete and accurate, and you agree to keep it up to date.

The Website is for your personal use. It may not be modified, reproduced, duplicated, copied, distributed, sold, resold or exploited for commercial purposes, save that you may print copies of your own travel itinerary for personal use.

2) For LIVA.COM services
The LIVA.COM services are designed to make reserving and planning your trip easier by providing information and a clear comparison of the travel options presented. The travel services themselves are not part of the LIVA.COM services; they are the subject of a separate contract between you and the Provider.

LIVA.COM acts as an intermediary between you and each Provider. We are therefore not responsible for the travel service provided by the Provider or the manner in which it is provided, and any query or concern relating to the service itself should be addressed to the Provider. We will pass on customer feedback to our Providers and provide mediation resources.

LIVA.COM cannot be held responsible for the failure to provide, or the improper provision of, transport services, which are the sole responsibility of the Provider. This concerns the Provider’s acts and omissions only, and never excludes responsibility for something LIVA.COM itself did or failed to do. Events outside anyone’s reasonable control are dealt with under Events outside our control, and a Provider’s insolvency under If a Provider cannot deliver.

Neither LIVA.COM nor our affiliates make any representation or warranty regarding the information, products, services or software provided on our Website, in particular as to fitness for a particular purpose, unless expressly agreed with you individually. Warranty claims and claims for damages in respect of a travel service must be brought directly against the relevant Provider.

3) Limitation of Liability
This section is the only place in these Terms that limits what LIVA.COM owes you, and it applies only so far as the law allows.

What we are responsible for. We perform the booking and intermediary obligations we undertake in these Terms with reasonable care and skill. Where we fail to do so, we are responsible for loss that our failure directly caused and that was reasonably foreseeable when your Order was placed.

What we are not responsible for. We are not responsible for loss that did not arise from our failure and was not reasonably foreseeable. Nor are we responsible for the acts and omissions of a Provider in operating its own Service — those are dealt with under For LIVA.COM services above — though this never excludes responsibility for something LIVA.COM itself did or failed to do.

Our maximum liability. Where LIVA.COM is nonetheless liable to you, and to the fullest extent permitted by law, our total liability is limited to the amount you actually paid us for the Service concerned. That limit is measured against the affected Booking alone — where an Order contained several Bookings, the ones that were unaffected neither raise the limit nor lower it. Nothing in these Terms limits liability that cannot be limited by law, including for death or personal injury caused by negligence, or for fraud; and where the law requires a higher amount, or does not allow a limit at all, the law prevails.

If a Provider cannot deliver. Where a Provider fails to perform because it has ceased trading, become insolvent, lost its authority to operate or is otherwise unable to run the Service, your claim for the Service itself is against that Provider.

Where we still hold money collected for a Service that will not be provided, we return it to you for the affected Booking.

Beyond that, what you are entitled to depends on the law that applies to you, the Provider’s conditions, how the payment was structured and the circumstances of the failure. We will tell you what we know about where your money went, give you the booking records, payment evidence and correspondence we hold, and help you pursue the Provider, an insurer, a payment provider or any other party responsible. A Provider becoming insolvent is dealt with here and not as an event outside our control.

4) Receipt of the e-ticket
Where something goes wrong in the ordering, issuing or delivery of an e-ticket, our responsibility is governed by Limitation of Liability above. We are responsible where the fault is ours; we are not responsible where it is caused by you, by a Provider, or by an event outside our reasonable control.

Your responsibility to us

To the extent permitted by applicable law, you are responsible for direct and reasonable losses or third-party claims incurred by LIVA.COM as a result of your fraud, intentional unlawful conduct, deliberate misuse of the Website, infringement of a third party’s rights, or material intentional breach of these Terms. This does not apply to the legitimate exercise of consumer, refund, complaint or payment-dispute rights.

Events outside our control

LIVA.COM is not liable for failure or delay in performing its own obligations caused by circumstances outside its reasonable control, to the extent permitted by applicable law. The consequences of such events for a Provider’s obligations are governed by the Provider Conditions and applicable law.

Circumstances outside our reasonable control include natural events such as storms, floods and earthquakes; epidemics and public-health measures; war, civil unrest and acts of terrorism; strikes and industrial action; government action, sanctions and changes in the law; and failures of power, communications or IT infrastructure, including cyber-attack. A Provider becoming insolvent or ceasing to trade is not dealt with here — see If a Provider cannot deliver above.

Where such an event prevents a trip, we will tell you as soon as we can and set out the options available to you. Where the Provider cancels, the fare is refunded as described under Order Cancellation / Modification.

Personal Data Protection

Cookies. We use a cookie consent banner. Only strictly necessary cookies are set before you make a choice; all other categories are blocked until you accept them. You can change or withdraw your choice at any time using the “Manage cookies” control, or refuse cookies in your browser settings. Further detail is set out in our Cookie Policy.

Who is responsible for your data, and which law applies. Personal data collected through the Website is controlled and processed as described in our Privacy Policy. That document identifies the controller or controllers, states which data-protection law governs which processing, and names the supervisory authority you may complain to. Our Privacy Policy is the authoritative statement on these matters. Where anything in these Terms appears to differ from it, the Privacy Policy prevails.

What we collect, why, how long we keep it, who receives it, where it goes and how to exercise your rights — including access, correction, deletion and objection — are set out in our Privacy Policy, which is available on the Website at all times. You may also contact our Data Protection Officer at lio@livacore.com.

Disclosure of information to third parties

Your personal information may be disclosed to third parties in order to respond to your requests or enquiries, as part of a reservation, or where those parties process information on our behalf — including the Provider carrying you, our payment provider, and our hosting, email and customer-support providers.

Some of these recipients are located outside Thailand. Details of these transfers and the safeguards applied are set out in our Privacy Policy.

Personal information may also be disclosed to law enforcement, regulatory or other government agencies, or to other third parties, to comply with legal, regulatory or national-security obligations or requests.

Accuracy of the information shown

The information displayed on this Website, including schedules, prices and service details, is provided by Providers and other third parties. While we conduct regular checks to ensure the reliability of that information, circumstances may change frequently and beyond our control.

Ratings, reviews and labels shown on the Website come from Providers and from other customers. We display them but do not verify or endorse them, and you should not rely on them alone when choosing a trip.

We cannot guarantee the accuracy, completeness or suitability of all details for any specific purpose at any given time, and information may become outdated. Where an inaccuracy is our responsibility, what we owe you is governed by Limitation of Liability above. We recommend verifying critical details directly with the relevant Provider before making decisions based on them.

Governing Law

These Terms, and any separate agreement under which we provide you Services, are governed by and construed in accordance with the laws of the Kingdom of Thailand.

That choice does not take away protection the law where you live gives you. Where the law applicable to you provides consumer protections that cannot validly be excluded by a choice of law, you keep them.

Where a dispute goes. Disputes about these Terms may be brought before the competent courts of Thailand. Where the law gives you the right to bring proceedings in the courts of the country you live in, and that right cannot be given up in advance, nothing here prevents you from using it.

Final provisions

Changes to these Terms. We may update these Terms from time to time, to reflect changes in our services or to meet a legal requirement. The version published on the Website at the time you place an Order is the version that applies to that Order, and it replaces any earlier version. Please read them each time you book.

Language. These Terms are published in several languages for your convenience. The English version is the original and prevails if a translated version differs from it in meaning.

Notices. We contact you by email at the address held on your account, through your account on the Website, or by a notice published on the Website. Please keep your contact details up to date; we are not responsible for a message you do not receive because they are out of date.

No waiver. If we do not enforce a right under these Terms straight away, that does not mean we have given it up.

Third parties. These Terms govern the contractual relationship between you and LIVA.COM. Provider Conditions separately govern your contractual relationship with the Provider.

If any clause of these Terms is declared void, it shall be deemed unwritten without affecting the validity of the remaining provisions, unless the provision declared void was essential and determining.