Avya Agency Terms

These terms are an agreement between Avya Travels and Tours (Private) Limited, Company No. PV00341008, Marawila, Sri Lanka ("Avya", "we", "us") and the travel agency that holds an Avya account ("the Agency", "you"), wherever the agency is based. By ticking "I agree" you accept these terms on behalf of your agency and confirm you are authorised to do so. Where these terms say "in your account", they mean the Avya agent portal you sign in to.

1. Your account

• Avya accounts are only for registered travel businesses. Agencies in any country may apply. We approve each agency after checking its documents, and we may refuse any application without giving a reason, including from countries we do not serve.
• Your registration details and documents must be genuine, complete and kept up to date. Tell us within 7 days if your agency's name, ownership, address, bank accounts or contact details change.
• You are responsible for everything done with your login. Keep your password secret, don't share it outside your agency, and tell us at once if you think it has been misused.

2. Prepaid wallets

• Bookings, Avya's service fees, after-sales fees and membership payments are paid only from your prepaid Avya wallet. You top up by bank transfer to Avya's bank account, quoting your payment reference.
• Your agency can hold a wallet in Sri Lankan rupees (LKR) and a wallet in US dollars (USD). The wallet you registered with is your primary wallet; membership is paid from it. You can open the other wallet in your account.
• A top-up goes into the wallet of the currency you paid. A booking is paid from the wallet of the fare's currency, and refunds go back to the wallet that paid. If you have no wallet in that currency, the amount is converted into your primary wallet at the Avya rate shown in your account at the time it is posted.
• Avya can move money between your two wallets only at your request or with your agreement, at the Avya rate on that day. Both entries appear in your wallet history.
• A top-up is credited only after the money has reached Avya's bank account and we have checked it. A transfer slip or receipt on its own is not proof of payment. We credit the amount that actually reaches our account: bank and intermediary charges for your transfer are yours.
• Top up from your agency's own bank account, and tell us which account you paid from. If you pay from any other account, we may ask for proof of where the money came from, and we will not pay withdrawals to that account.
• Your "available" balance is your wallet balance less any amounts held for bookings that are waiting to be ticketed.
• Your wallet balance does not earn interest and is not a bank deposit.
• We may correct any posting made in error (for example a duplicate credit). Every posting and correction appears in your wallet history.

3. Bank accounts and withdrawals

• You register your agency's bank accounts in your account, with proof that each one is in your agency's registered company name (for example a bank letter, a cheque leaf or a bank statement). Personal accounts and accounts of other companies cannot be registered.
• We check each account before we use it. If an account is changed it must be checked again, and we tell your agency's registered email address about every account that is added, changed or removed.
• You may ask to withdraw money from a wallet. We pay withdrawals only to a verified account in your agency's name that your top-ups came from, in the currency of the wallet. We do not convert withdrawals into another currency.
• Only your available balance can be withdrawn; money held for bookings, amounts you owe us and top-ups we have not yet checked cannot.
• We aim to pay a withdrawal within 5 working days of your request. Charges your bank or an intermediary bank deducts are yours.
• We may delay or refuse a withdrawal, or ask for more information first, if we reasonably suspect fraud, if the law requires it, or if the money did not come from that account. A withdrawal is recorded in your wallet history with its bank reference.
• If your account is closed, we pay the remaining balance, less any amounts you owe us, to your verified account within 14 working days.

4. Bookings and ticketing

• Avya issues the tickets for bookings made through your account.
• A booking is not ticketed until we have issued the ticket and given you the ticket number(s). Until then, fares, taxes and seats are not guaranteed and may be changed or withdrawn by the airline.
• If the price changes before we issue the ticket, we will tell you first. You may accept the new price or cancel the booking.
• When you confirm a booking, the total (fare plus Avya's service fee) is held from your wallet if the available balance is enough, and charged when the ticket is issued. If we cannot issue the ticket, the held amount is released back to your wallet.
• A booking that is still waiting for funds may be cancelled by us when the airline's ticketing time limit is close, or after 24 hours, whichever is earlier. Reserved seats are released when a booking is cancelled.
• Before booking you must check the passenger names (exactly as in the passport), dates of birth, passport details, dates, routes and fare rules. Airlines usually do not allow name changes.

5. Avya service fee

• Avya charges a service fee on tickets. The fee depends on the trip (for example, journeys that start outside your agency's country), the airline, the number of passengers and your membership plan.
• The fee is shown separately on the booking confirmation screen before you confirm, and on Avya's invoice to you. The fee shown when you confirm is the fee you pay.
• No service fee is charged on a booking that is cancelled before the ticket is issued.
• Once the ticket is issued, the service fee is not refundable, including when the ticket is later voided, refunded or changed, unless Avya agrees otherwise in writing.

6. Voids, refunds and changes

• The airline's fare rules decide whether a ticket can be voided, refunded or changed, and what the airline charges for it.
• A void is only possible on the day the ticket was issued.
• For a change (reissue) we send you a quote first. Nothing is charged until you accept it.
• Refunds are credited to the wallet that paid for the ticket only after the airline has approved them, less the airline's penalties and Avya's fee.
• Avya's fees for voids, refunds and changes are shown in your account, may be lower on some membership plans, and may change. The fee shown when you make the request applies.

7. Membership plans

• Every approved agency can use the free Basic plan. Paid plans (such as Premium) add features such as customer invoicing and reports, support tickets and lower fees. What each plan includes and costs is shown on the Membership page in your account.
• Payment from your wallet. When you choose a paid plan you agree that Avya takes the plan price from your primary wallet: the first payment straight away (or when a free trial ends), and then on every renewal date, monthly or yearly as you chose. Membership payments are only taken from your available balance, never from money held for bookings.
• Automatic renewal. Paid plans renew automatically until you switch auto-renew off in your account. We email you before each renewal. Switching auto-renew off takes effect at the end of the period you have paid for; you keep the plan until then.
• If a renewal can't be paid. If your available balance is too low on the renewal date, the payment is due. You keep the plan for the grace period shown in your account, and we take the payment as soon as your wallet has enough. If it is still unpaid at the end of the grace period, your agency moves to Basic.
• Changes. A change of plan or between monthly and yearly applies from your next renewal date. We may change plan prices and features; a price change applies from your next payment after we have told you about it.
• Free trials and free periods. A free trial is available once per agency. Avya may give a plan free of charge for a period; it ends on the date shown unless you choose to continue on a paid cycle.
• Refunds. Membership payments are not refundable and there are no partial refunds for unused time, except where Avya ends or suspends your plan without any fault on your side, or Avya agrees otherwise in writing.
• Moving to Basic. If your agency moves to Basic, your bookings, wallets, saved travellers, customers and the invoices you already issued stay in your account, but plan features are no longer available until you choose a paid plan again.

8. Support

• Agencies on a plan that includes support tickets raise requests in writing through the support page in their account. Each request gets a ticket number and our answers are kept with it.
• We aim to answer promptly during Avya's business hours (Sri Lanka time, GMT+5:30) but do not guarantee a response time. Urgent airline matters (for example a same-day schedule change) should say so in the request.
• Voids, refunds and changes are requested through the Refunds & changes page on every plan.

9. Airline debit memos and other airline charges

• If an airline charges us because of a booking made through your account (for example an agency debit memo for duplicate or fictitious bookings, misuse of fare rules, unticketed or abandoned bookings, or no-show abuse), you must pay that charge.
• We may deduct it from your wallet, even if your balance then becomes negative. You must top up any shortfall within 7 days, and you cannot book while your balance is negative.

10. Your responsibilities to your travellers

• Your customers are your customers. You are responsible for telling them the fare rules, baggage allowance and ticket conditions, and for making sure they have valid passports, visas, health documents and any permits they need.
• You set your own selling price. Avya is not a party to your agreement with your customers.
• Quotes you send to customers from your account are sent in your agency's name and contain the prices you set. You are responsible for their content. A quote does not hold seats or prices; only an issued ticket does.
• You must not use Avya for speculative, duplicate, fictitious or test bookings.

11. Your customer records and invoices

• The customers, invoices, receipts and payments you record in your account are your own business records. You are responsible for their accuracy, for the taxes you show on them and for keeping copies as the law of your country requires. You can download them from your account at any time.
• Invoices and receipts you issue to your customers are your agency's documents, not Avya's. Avya's invoices to you are separate and show what Avya charged your wallet.

12. Personal data

• You confirm that your travellers have agreed to you sharing their personal data, including passport details and any passport images you upload, with us so bookings can be made and serviced.
• We each handle personal data in line with the data protection laws that apply to us: for Avya, Sri Lanka's Personal Data Protection Act, No. 9 of 2022; for you, the law of your country as well. We use it only to make and service bookings, meet legal duties and prevent fraud. For the customer records you keep in your account, Avya acts on your behalf and stores them securely.
• Passenger data is shared only with airlines, reservation systems and authorities, as needed to issue and service tickets. These may be in other countries.
• When you delete a saved traveller or customer, it is removed from your lists. Records linked to bookings are kept for as long as needed to service those bookings and to meet legal and accounting requirements.

13. Prices, charges and taxes

• Fares shown in your account include airline taxes and charges as quoted by the airline. Avya's service fee is shown separately before you confirm.
• Avya's fees include any tax Avya must charge on them by law, and Avya's invoice shows it. Taxes on your own sales to your customers, and any tax your country charges on what you buy from Avya, are your responsibility.
• We may change our service fees, after-sales fees and membership prices. A change applies only to bookings, requests and payments made after it, as described in sections 5 to 7.

14. Compliance

• You must comply with the laws that apply to your business, including anti-money-laundering, sanctions and anti-bribery laws.
• You must not use Avya to move or store money unrelated to travel bookings, or for bookings for people, airlines or places that sanctions prohibit.
• We may ask for information about your agency, its owners and where the money in your wallet came from, and may hold or refuse a top-up, booking or withdrawal until we are satisfied. Where the law requires, we report to the authorities and may not be allowed to tell you.

15. Liability

• Avya is not responsible for airline schedule changes, cancellations, delays, denied boarding, overbooking or airline failure, or for losses caused by wrong or incomplete information you gave us.
• Avya's total liability for any booking is limited to the service fee and other fees Avya earned on that booking, and for membership to the membership payments made in the 3 months before the claim, except where the law does not allow such a limit.
• Neither of us is liable for failures caused by events beyond our reasonable control.

16. Suspension and closing

• We may suspend or close your account if you break these terms, do not pay amounts you owe, give false documents or information, or if we reasonably suspect fraud. Tickets already issued remain valid.
• You may close your account at any time by writing to us. Any membership period already paid for is not refunded, except as set out in section 7. Your remaining balance is paid as set out in section 3.

17. Changes to these terms and to Avya

• We may update these terms. The new version is shown in your account and you must accept it before you can make further bookings or payments. Bookings and payments made before the change stay under the version that applied when they were made.
• We may transfer this agreement, together with your wallets, bookings and records, to another company in the Avya group (for example an Avya company in the United Arab Emirates). We will tell you at least 30 days before, and these terms continue to apply with that company in place of Avya Travels and Tours (Private) Limited.

18. Law and language

• These terms are governed by the laws of Sri Lanka, and the courts of Sri Lanka have jurisdiction over any dispute. Avya may also bring a claim for amounts you owe in the courts of the country where your agency is based.
• These terms are written in English. If they are translated, the English version applies.