Booking Terms
The contract for every booking made through Rahlio: who does what, what the price includes, how you pay, and how cancellation and refunds work — including the rights the law gives you.
Last updated:
Operator details
- Trading name
- Rahlio
- Operated by
- rahlio
- Business number
- 300869443
- Contact
- support@rahlio.com
Rahlio is a trading name of rahlio (no. 300869443)
1. Scope and order of precedence
1.1. These Booking Terms apply to every Booking made through the Rahlio website or app, in addition to our Terms of Use. Words defined in the Terms of Use have the same meaning here.
1.2. A Booking is also subject to the conditions of the rate or fare you choose, including its cancellation policy, which are shown on the offer and payment pages, and to the Service Provider’s own rules — for example, a hotel’s house rules or an airline’s conditions of carriage. As to the refund, the rate’s conditions prevail over these Booking Terms; but nothing in either reduces a right you have under the law.
1.3. The version of these Booking Terms and of the cancellation policy shown to you when you book is the one that binds that Booking. It is stored with your Booking, and later changes to this document do not alter it.
2. Who you are dealing with
2.1. Rahlio — the trading name of the business named under "Operator details" — is the intermediary through which you make the Booking. It runs the website and the app, presents the offers, passes the Booking to the Supplier, and is your point of contact for questions, changes, cancellations and complaints. It is not a party to the contract for the stay or the flight, and does not itself provide them.
2.2. The Supplier makes the reservation with the Service Provider and, unless the payment page names another, takes your payment on its own secure page as merchant of record. Your card statement may therefore show the Supplier’s name rather than Rahlio’s. Rahlio does not receive or hold your payment.
2.3. The Service Provider — the hotel or the airline — provides the service itself, under its own conditions and the law of the place where it operates.
2.4. As your intermediary, Rahlio passes on to you every refund the terms of your Booking give, asks the Supplier for it as soon as a cancellation takes effect, and follows it until it reaches you; the refund itself is paid to your card by the Supplier. If Rahlio ever charges for a service itself, the payment page will say so before you pay, and these Booking Terms will be updated before that happens.
3. What you see before you book
3.1. Before you pay, the Service shows you the essential details of the offer, including:
- the hotel or flight, the dates, the room or fare, the number of guests or passengers, and what is included — for example, meals or baggage;
- the total price, and the currency in which you will be charged;
- any amount that the Supplier has told us is payable directly to the Service Provider, such as local taxes or resort fees;
- the cancellation policy of the rate or fare — whether it can be cancelled, until when, and at what cost;
- these Booking Terms.
3.2. Please read these details carefully. They form part of your Booking.
4. Prices, taxes and currency
4.1. The price shown on the payment page is the total you will be charged for the Booking, and it includes the taxes and charges that the Supplier includes in its price. Rahlio’s commission is included in that price; we do not add a booking or service fee on top of it.
4.2. Some charges are collected by the Service Provider directly — at the property or the airport — such as city or tourist tax, resort fees, security deposits, parking, optional extras and meals not included in the rate. Where the Supplier tells us of such charges we show them before you book, but their amount is set by the Service Provider and local law and may change.
4.3. Services provided abroad may be priced and charged in a foreign currency. If your card is in a different currency, your card issuer converts the amount at its own rate and may add a fee; Rahlio controls neither. Where the law entitles you to pay in shekels, we will honour that. Accommodation in Israel is always priced in shekels, and its price is the total including VAT (in Eilat no VAT applies); where part of that total — such as VAT — is collected by the hotel at check-in, we show before you pay how much you pay now and how much at the hotel.
4.4. Prices change with availability. When you go to payment, the price and availability are checked again with the Supplier. If the price has changed since you chose the offer, the payment page shows the old and the new price side by side before you pay, and you decide whether to continue. You are never charged more than the amount shown on the payment page.
5. Making a Booking, and when it is binding
5.1. To book you must be signed in, verify an email address or mobile number where asked, accept these Booking Terms and the cancellation policy, and complete payment.
5.2. A Booking is binding only once it is confirmed and a confirmation number is issued. A message that your details were received, that payment has started, or that the Booking is pending is not a confirmation. Some Bookings are confirmed by the Supplier only after a short delay, and until then their status is shown as pending.
5.3. If a Booking cannot be confirmed, you are not charged for it — or, if a charge was already taken, it is refunded in full by the party that took it.
5.4. You must enter the names of all guests and passengers exactly as they appear in the passport or identity document they will travel with. A Service Provider may refuse a guest or passenger whose name does not match, and a name may not be correctable after booking, or only at a cost.
6. Payment
6.1. Payment is made on the Supplier’s secure payment page, shown inside the Rahlio website or app. Card details are entered directly into that page; they do not pass through Rahlio’s servers and are not stored by Rahlio.
6.2. The payment methods available — such as credit and debit cards, Google Pay, Apple Pay or PayPal — are those the payment page offers at the time of payment.
6.3. If payment is declined or not completed, no Booking is made and the offer is not held. A hotel may also ask for a card or a deposit at check-in as a guarantee for extras or damage.
6.4. Where a Booking has several parts — for example, a hotel and a flight — each part may be charged separately by the Supplier that books it.
7. Your confirmation
7.1. Once a Booking is confirmed, we email you a confirmation with a PDF document and a calendar file attached, and the Booking appears in your account. The confirmation states the booking reference, the Service Provider’s details and confirmation number, the dates, what is included, the price, the cancellation policy and how to contact us.
7.2. Please check the confirmation as soon as you receive it, and tell us as soon as possible of any mistake, especially in names or dates, so that it can be corrected before you travel; this does not limit any of your rights. The link to the online confirmation is valid for 30 days; the Booking itself stays available in your account.
8. Special requests and accessibility needs
8.1. When booking a hotel you can add special requests and an expected arrival time. We send them to the hotel with your Booking, but they are requests, not guarantees: the hotel decides whether it can meet them, and it may charge for some.
8.2. If a need is essential to you — for example step-free access, an accessible room, or a medical or dietary requirement — please ask us to confirm it with the hotel before you book, and do not rely on a request alone.
9. Hotel stays
9.1. Check-in and check-out times are set by the hotel and shown on your confirmation. The hotel may require every guest to present a valid passport or identity document, and the lead guest a credit card, at check-in.
9.2. Hotels apply their own rules, including a minimum check-in age, occupancy limits, charges for children or extra beds, and policies on pets, smoking, visitors and noise. Where the Supplier gives us these rules, they are shown on the offer page.
9.3. The room type is as described by the hotel. A particular room, floor, view or bed arrangement is not guaranteed unless the rate says so.
9.4. If a hotel cannot honour a confirmed Booking — for example because it is overbooked — contact us straight away. We will work with the Supplier to find you comparable accommodation, or to obtain a full refund for the nights not provided.
10. Flights
10.1. Where flights are offered, the ticket is issued by the airline through the Supplier, and the airline’s conditions of carriage and the fare rules apply. The fare rules — whether the ticket can be changed or refunded, and at what cost — are shown before you pay.
10.2. Checked baggage is part of the fare. If you need a bag that your fare does not include, choose a fare on the same flight that includes it. The airline’s own price list for extra bags, where shown, is for information only and is not added to your total. Seats are chosen with the airline after the ticket is issued.
10.3. You are responsible for checking in on time, arriving at the airport with the required documents, and checking the status of your flight before you travel. Airlines may change their schedules; when we receive notice of a change, we pass it on to you.
10.4. If your flight is cancelled, delayed or changed, you may be entitled to assistance, compensation or a refund from the airline under the law that applies to the flight — for a flight to or from Israel, the Aviation Services Law (Compensation and Assistance for Flight Cancellation or Change), 5772-2012, explained on our Flight passenger rights page. At your request, we will contact the airline on your behalf to help you exercise these rights. Nothing in these Booking Terms limits them.
10.5. You can ask to cancel a flight in the app or on the website. Where the airline confirms in advance what it will refund, the cancellation is made at once; otherwise our support team confirms the amount with the airline through the Supplier and tells you before anything is cancelled. To change a flight, write to support@rahlio.com or call us, and we will handle it with the airline under the fare rules, the Cancellation Policy and the law.
10.6. A cancellation or change that you ask for after the ticket is issued is at your cost: the airline’s charge under the fare rules, and the Supplier’s handling charge of US$25 for each request — both stated to you before anything is done. Handling a change that the airline itself makes costs you nothing.
10.7. If the airline refunds a cancelled ticket as a credit with it rather than to your card, we pass the credit on to you with its code, its value and how long it can be used; it counts as what the airline gave back for that ticket.
11. A hotel and a flight together
11.1. When you book a hotel and a flight in one checkout, each is reserved and paid separately, with its own Service Provider, price and cancellation terms, all shown before you pay. A problem with one part does not automatically cancel the other. If one part cannot be confirmed, you are not charged for it, and we will help you decide what to do about the other.
11.2. Depending on where you live, a hotel and a flight bought together may also count in law as a package or a linked travel arrangement, which can carry further rights and protections. Where such a law applies to your Booking, nothing in these Booking Terms limits it.
12. Tours, activities and tickets
12.1. A tour, an activity or an entry ticket ("experience") is provided by the business that runs it, which is the Service Provider for it, under its own conditions. It is a Booking of its own, beside your stay: its own reference, price, payment and cancellation terms, all shown before you pay. Cancelling it does not cancel your stay, and cancelling your stay does not cancel it.
12.2. An experience is priced in a currency the Supplier can charge. Where that is not your currency, an approximate amount in yours is shown beside it; your card issuer converts the charge at its own rate.
12.3. The operator may need answers for the day — the names of the participants, a pickup point, a language. Give them as asked; we pass them to the operator for that Booking only. Be at the meeting point on time by the local clock, bring what the Booking says to bring, and show the ticket codes from your confirmation. The operator may refuse a participant who arrives late or without what it requires, under its own conditions. If the operator moves or cancels an experience, we tell you as soon as we hear and help you with the refund or another time.
13. Cancellation and refunds
13.1. Cancellation and refunds are governed by our Cancellation Policy, which forms part of these Booking Terms and is stored with your Booking together with them. It sets out how the terms of the rate or fare you chose decide the refund, how to cancel, and when and by whom a refund is paid.
13.2. In short: the terms of the rate or fare you chose decide the refund. The checkout shows them in full before you pay and you accept them when you book: a non-refundable rate stays non-refundable, and a rate whose terms the supplier did not state is said to be so, never shown as free. Once a stay has begun, or if you do not arrive, nothing is refunded unless the rate says otherwise. Extras bought with a stay, such as a ride voucher or an eSIM, are not refunded. Rahlio charges no cancellation fee of its own.
14. Changing a Booking
14.1. Changes — for example to dates, names or room type — are possible only where the Supplier and the Service Provider allow them, and may carry a change fee and a price difference. Write to support@rahlio.com: we will tell you the full cost before any change is made, and nothing is changed without your approval.
14.2. If a change is not possible, you may cancel under the cancellation policy and make a new Booking.
15. Changes or cancellation by the Service Provider
15.1. Occasionally a Service Provider or Supplier may cancel or materially change a confirmed Booking — for example because of overbooking, force majeure or an error. If this happens, we will tell you as soon as we know and offer, where one is available, a comparable alternative. If you do not accept it, you are entitled to a full refund of the amount paid for the affected service, with no fee of any kind.
15.2. We do not increase the price of a confirmed Booking. A charge imposed by law after you booked and payable locally, such as a new tourist tax or a change in the rate of VAT, may be collected by the Service Provider.
16. Passports, visas, health and insurance
16.1. You are responsible for holding a valid passport — many countries require it to be valid for at least six months from the date you enter them — and every visa, transit permit and health document your journey requires. Requirements depend on your nationality and change often: check them with the relevant authorities and embassy before you book, and again before you travel.
16.2. Please check the travel advice your own government publishes — for residents of Israel, the travel warnings of the National Security Council — and the guidance of the authorities at your destination. Any general information we provide is for convenience only and is not advice.
16.3. Being refused boarding or entry, or lacking a required document, does not entitle you to a refund from us or from the Service Provider, except as the law provides.
16.4. Travel insurance is not included in any Booking. We strongly recommend insurance that covers cancellation, medical expenses, baggage and interruption from the day you book.
17. Your responsibilities during the trip
17.1. You and the people travelling with you must follow the Service Provider’s rules and local law. You are responsible for damage you cause and for charges you incur at the property, and a Service Provider may refuse or end service for serious misconduct without a refund.
18. Liability
18.1. Our responsibility is set out in the Terms of Use: we are responsible for our own service — presenting the offer faithfully, passing your Booking correctly and dealing with your requests — and the Service Provider is responsible for the travel service itself.
18.2. Nothing in these Booking Terms excludes or limits liability that cannot be excluded or limited by law, including liability for bodily injury and for wilful misconduct, or any right you have as a consumer or as a passenger.
19. Problems during the trip, and complaints
19.1. If something is wrong at the property or with a flight, raise it with the Service Provider on the spot, so that it can be put right, and tell us at the same time at support@rahlio.com. Many problems can be solved only while you are there, and a record made at the time helps us pursue the matter afterwards.
19.2. Any other complaint can be sent to support@rahlio.com. We will acknowledge it and give a full reply within 14 business days. Before disputing a charge with your card issuer, please contact us — we can usually resolve the matter faster.
19.3. This does not affect your right to apply to a consumer protection authority — in Israel, the Consumer Protection and Fair Trade Authority — or to a court.
20. Personal information
20.1. To make and manage your Booking we pass the details of the person booking and of the guests or passengers — names, contact details, special requests and, for flights, date of birth, gender, nationality and passport details — to the Supplier and the Service Provider. This is necessary to perform the Booking. The Privacy Policy explains how we handle personal information.
21. Governing law
21.1. These Booking Terms are governed by the law of the place where the business that operates Rahlio, named under "Operator details", is established, and its competent courts have jurisdiction, without derogating from any right you have under the law to sue in another court. If you are a consumer living in another country, you keep the protection of its mandatory consumer laws and may bring proceedings in its courts where those laws allow. The Service Provider’s services may also be subject to the law of the place where they are provided.