TERMS AND CONDITIONS NEOKE
Index
1. CODE OF CONDUCT AND OUR PROMISE
First of all, we will not charge you for use of our Services. Suppliers will pay us for the services we render to you and the Supplier.
Secondly, your privacy and your trust are of paramount importance to us. Therefore, we hereby pledge to have privacy and data security top of mind when rending our Services (including when building our infrastructure and expanding our services).
Our mission is effortless travel experience. In order to achieve this goal, we will live up to the following good practices: act transparent and give ownership and control of personal data to the user.
When rendering our Services, these terms and conditions and our privacy statement include our commitment and relevant rights and obligations that will apply to our relationship with you.
2. DEFINITIONS
2.1 The following definitions have the following meaning in these general user terms and conditions:
Account your personal account where your personal data and relevant Transaction Data as from time to time made available to Neoke is available.
AML anti-money laundering legislation.
App the Application in which the Service is available.
ID Service the identification and legitimation service as from time to time made available by Neoke in or through the App.
KYC know your customer identification.
Neoke, we, us or our Neoke BV, a private company with limited liability, with its registered office in Amsterdam and with offices at Westermarkt 5 C (1016DH) in Amsterdam, the Netherlands (Chamber of Commerce 87691418).
Privacy Statement Neoke 's Privacy Statement for Users and Suppliers (as may be amended and/or supplemented from time to time).
Profile your user profile containing your personal (payment) data and (privacy and marketing) settings for using the App and the Service.
Products the products and services of Suppliers as from time to time made available, enabled, offered, included, supported by the Services
Services the ID Service, Travel Management Service and such other services as from time to time enabled, offered or provided by Neoke.
Supplier the provider of a travel (related) product or service (such as airline, car rental, accommodation provider, attraction, security/border controls (e.g. immigration, airport security, priority lane), travel agent, tour operator, corporate travel provider, etc).
Transaction the booking, order, identification, reservation, check-in/out or purchase by a User of a product or service from a Supplier.
Transaction Data all information related to the Transaction, including the value of the Transaction.
Travel Management Service the service that allows you to upload, store, administer, manage, process, pay and/or maintain your reservation, booking, check-in/out, purchase or order.
Terms these general user terms and conditions (as may be amended and/or supplemented from time to time).
User you as a consumer and/or user of the App.
3. ABOUT NEOKE AND THESE TERMS
3.1 Neoke and App
3.1.1 Neoke BV (trading as Neoke) is a private company with limited liability, incorporated under Dutch law, with its registered office in Amsterdam and its office at Westermarkt 5 C (1016DH) in Amsterdam, the Netherlands (Chamber of Commerce 87691418, VAT 8643.71.408.B.01).
3.1.2 Neoke is the owner , manager and provider of the App and the Services. The Services are offered in and from within the Netherlands to Users and Suppliers. The use of the App by Users is solely for personal use.
3.1.3 The intellectual property rights of the App (including the trade name, logo, copyrights and the relevant software required for the Services and the content and information contained in the App) are vested with Neoke (or its licensors). Neoke is a registered trademark of Neoke.
3.1.5 Neoke will never act or act as a (re)seller of a product or service offered or made available by a Supplier (i.e. the Products) in or through the App. Each Supplier is responsible and liable for its Products (including any due and diligent performance, operation and availability) and Neoke disclaims any liability in that respect.
3.1.6 The Services as rendered by Neoke cannot be regarded as a form of travel package or linked travel arrangement and you will not benefit from the relevant protective legislation in this respect.
3.2 Acceptance Terms and Privacy Statement
3.2.1 These Terms (including Privacy Statement) apply to the use of the App and the Services. By downloading and (at any time thereafter) using the App and the Services, you (as a User) (explicitly and tacitly) agree to and accept these Terms (including the Privacy Statement).
3.2.2 You explicitly agree and acknowledge that when rendering the Services, Neoke relies on the legal basis that the processing of personal data is necessary for the performance of our contract with you, specifically to render the Services for which you signed up or wishes to use or utilize. If the required personal data is not provided or cannot be processed, Neoke cannot render the relevant Services (including any customer service). Where permitted or required, when processing your personal data, Neoke relies on (i) its (or third parties' (e.g. Suppliers')) legitimate interest, to provide and improve services and to prevent fraud and other illegal acts, and (ii) compliance with legal obligations (such as lawful law enforcement requests and (sanctions/KYC/AML) screening purposes).
3.2.3 You also agree that we (as data controller) may share your personal data for which you have given us consent with the relevant Suppliers with which you have made a booking, reservation, order or purchase (as applicable). These Suppliers will be (co-) data controllers (within the meaning of the General Data Protection Regulation) of your personal data. View the Privacy Statement for more information. Please read the privacy statement of the relevant Supplier to understand how they process your personal data (which is available at their website or app).
3.2.4 For any other purposes set out in Clause 3.2.2 and 3.2.3 and if needed or required under applicable law, Neoke will obtain your consent prior to processing your personal data.
3.2.5 Please note that the Terms and Privacy Statement may be amended from time to time. Check the App or website for the latest applicable version. If you (continue to) use the App, you (tacitly) agree to the amended Terms that will apply from the day on which the new Terms are available. For Services purchased under the old Terms, the old Terms will remain in effect. For Services purchased at the time of the new Terms, the new Terms will apply.
3.2.6 Please see Clause 6 below for more information about your and our rights and obligations (including disclaimers and limitations of liability).
3.3 Suppliers and their terms and conditions and privacy statement
3.3.1 For any product or service for which you use or utilize the Services to enable, authorize, process, deliver or perform the relevant Transaction (e.g. check in/out, reserve, book, order, process or experience), it is important to note and understand that Neoke is not the provider or supplier of that product or service. Neoke merely enables you to seamless experience the product or service of the Supplier and to upload, store and manage your reservation, order or purchase. You ultimately pay the Supplier (not Neoke) for the product and service. The Supplier is therefore also solely responsible for (the quality and delivery) of the product and service (and any defects and shortcomings). By ordering, booking or purchasing a product or service from a Supplier, you enter into an agreement with the relevant Supplier that offers the product or service.
3.3.2 Please note that Suppliers can make use of (additional) (general) (product/services/delivery) terms and conditions (including terms and conditions for promotions/actions and loyalty program), which may include (further) restrictions and limitations for purchase, use, delivery, transportation, and (limited) warranties of their services and products (including disclaimers and limitations of liability) (collectively, the "Supplier Terms"). These Supplier Terms apply in addition (and next) to these Terms. In the event of any discrepancy, mismatch or conflict between the Supplier Terms and these Terms, the Supplier Terms shall prevail and apply.
3.3.3 Suppliers may further process your personal data outside our control. Suppliers may also ask for additional personal data, for instance to provide additional services, or to comply with local restrictions. Please read the privacy statement of the relevant travel provider to understand how they process your personal data. These privacy statements are generally available on the Supplier's website or app.
4. PRIVACY AND COMMUNICATION
4.1 Privacy (Statement)
4.1.1 We respect your privacy. We apply the following privacy principles:
(i) Transparency: We inform Users through our Privacy Statement about how, what, where and when their personal data is collected and processed and how this can be changed or stopped.
(ii) Purpose: We collect only the most necessary personal information from Users to fulfill specific business purposes (and no more than that). We only use the personal data for the purpose for which it was provided (and not for any other purposes for which we do not have permission or need it). We do not store a User's data longer than necessary and will delete it at the User's first request.
(iii) Access and choice: Users have access to their personal data through their Account, as well as the ability to change or remove the use of the personal data (for example, allow or stop its use for marketing purposes).
(iv) Security: We use extra strict security measures (e.g. encryption) and systems to keep the personal data safe and to protect against misuse and unauthorized access and use.
Read more in our Privacy Statement for the use, processing and protection of your personal data and your further legal rights.
4.2 As a User, you are responsible for uploading and entering correct personal data (including email, telephone number and bank account number). Neoke accepts no liability for incorrect, incomplete or outdated (personal) data entered by you or the processing thereof.
4.3 To the extent permitted or required by applicable laws, by using our Services (including creating or opening an account and/or including or uploading personal data in your account), you hereby explicitly (i) acknowledge (to have read), agree accept the Privacy Statement, and (ii) consent to the process of the personal data in accordance with the Privacy Statement.
5.2 Communication
5.2.1 Communication is as much as possible via the App. For some products, you may receive a confirmation email, push notifications and/or track & trace messages. For further communication with us, see below for our contact details.
5. CONTACT, FRAUD AND COMPLAINTS
5.1 Contact
You can reach us by email:
Email: info@Neoke.com
Website: www.Neoke.com
For questions, suggestions, ideas or complaints: info@Neoke.com
5.2 Complaints
5.2.1 We recommend that you first make complaints known to us by contacting us via the contact information above. If this does not lead to a satisfactory solution, it is possible to upload your complaint via the platform for online dispute resolution (ODR platform) of the European Commission.
5.2.2 For complaints about the products and services of the Suppliers, we kindly ask you to contact the relevant Supplier who offered the product or service or where you purchased the product or service. If you need help, we are of course happy to help you.
5.2.3 For questions and complaints about the App and the Services of Neoke, please contact Neoke.
5.3 Fraud
5.3.1 In the event of misuse of the App and/or Services or in the event of fraud, Neoke is entitled (without prior notification) to suspend the Services, (temporarily or permanently) close your account and/or recover any damages and any (additional) claims and costs (including fines) as charged by third parties to Neoke.
6. THE FINE PRINT…
Below you will find an overview of the other relevant provisions of the Terms, including the rights, obligations and conditions of Neoke and with regard to the Services and (limitations of) liability and any disclaimers. We advise you to familiarize yourself with these provisions. In the event of (alleged) fraud or abuse, Neoke is entitled to limit or discontinue (in whole or in part) (access to) the App and Services.
6.1 Terminate and availability Account, App and Services
6.1.1 You are entitled to terminate or close your Account at any time and for any reason. Neoke has the right to refuse or limit or limit access to the App, your Account and the Services (including (customer) service) with immediate effect in the event of suspected or reasonably suspected misuse or fraud of any kind or upon instructions of the relevant authorities, (ii) non-compliance with applicable laws and/or regulations or (iii) other circumstances or events that - at the sole discretion of Neoke - reasonably justify taking these measures. Upon termination, your personal data will be retained, removed and disabled in accordance with the Privacy Statement.
6.1.2 The Account, Services and App may occasionally be unavailable or interrupted due to maintenance, updates, upgrades or repair. You are required to promptly process any update or upgrade as made available in order to ensure a smooth availability and experience of the App and Services.
6.1.3 The App and Services are offered and operated on an "as is" and "as available" basis. Neoke excludes any liability for any (un)planned or (un)scheduled (wholly or partial) outage, downtime, interruption, breakdown or unavailability (whether for maintenance, upgrades, updates or otherwise) of the App and Services.
6.1.4 Upon expiry of the period of validity of the registered travel or identification document (e.g. passport, driver's license), access and use of the Service may be disabled or suspended. You may need to upload or provide us with any (re)new(ed) documents before you can fully use our Services.
6.2 Liability Neoke and disclaimer
6.2.1 To the extent permitted by applicable laws and save as set out otherwise, we are only liable for direct damages actually incurred, paid for or suffered by you as a result of a breach of our obligations in relation to our Services (whether for a single incident or for a series of incidents connected with each other). To the extent permitted by applicable laws, Neoke's liability shall always be limited to a maximum amount of EUR 500 (except in the event of injury, death or Neoke's wilful misconduct). Notwithstanding the foregoing, Neoke is not liable for any (direct, indirect, consequential or punitive) damages, losses or costs suffered, incurred or paid by you, pursuant to, arising out of or in connection with the inability to use or delay of our App or Service (including due to technical failures or errors) or due to force majeure (of whatever nature, cause or event or with whatever consequence) or any other event beyond our control.
6.2.2 Neoke does not accept any liability or responsibility for the Products and the Suppliers. The Supplier is at all times be solely responsible for the Products (including the content, products, services, promotions, offers and loyalty program).
6.2.3 Neoke is not liable for damage resulting from the unauthorized use or misuse of the App insofar as this unauthorized (mis)use cannot be attributed to Neoke's culpable shortcoming.
6.2.4 Liability for any form of indirect, special, consequential, exemplary, incidental, immaterial and/or punitive damage or loss (including reputational damage, loss of income, loss of claim, loss of revenue and goodwill compensation) is hereby explicitly excluded.
6.2.5 Neoke gives no (express or implied) (product/quality) guarantees, warranties, endorsements or recommendations with regard to the Supplier(s) and/or its products and services.
6.3 When using the Services
6.3.1 Discount, offer, too good to be true… All special offers and promotions made available on or through the App are marked as such. If they are not labeled as such, you cannot derive any rights from obvious errors or obvious mistakes. Obvious mistakes, (printing) errors and/or when the mistake is clearly a blunder and you could have known this in advance are not binding.
6.3.2 Passport, visa, driver's license, vaccinations. It is your responsibility to ensure that you have a valid passport, driver's license, visa and vaccination (if and as needed), including compliance with any applicable entry requirements for a country.
6.4 AI and machine learning
6.4.1 We may deploy tools in providing and seeking to improve and develop our services (e.g. provide personalized recommendations and optimize search results) that utilise algorithms and machine learning (including tools operating on a predictive basis and tools deploying generative AI algorithms to create new content). These tools may interact with you (e.g., we may use chatbots or similar technology) and analyze user preferences, previous searches and location data to deliver relevant suggestions. We consider where and how to deploy these tools in line with applicable laws. Where required, deployment of any AI tool, the level of human intervention or oversight we apply, will be subject to the Privacy Statement.
6.4.2 Our platform leverages AI and machine learning (ML) to enhance user experience, such as optimizing search results and personalizing recommendations. While these tools enhance user experience and AI is deployed with oversight, Neoke disclaims liability for any inaccuracies in automated outputs or from algorithmic recommendations or limitations of automated processes. Neoke disclaims any liability arising from the use of inaccurate or incomplete data input into the Service.
6.5 Applicable law and competent court
6.4.1 The Terms (including the Services and the App) are governed by Dutch law. If the user resides in a country other than the Netherlands, a natural person who uses our Services as a consumer (i.e. outside his business or professional activity) can rely on the mandatory provisions of the law of the country where he has his residence (i.e. provisions that, in accordance with the choice of law rules of that country, must be applied, regardless of this choice of law for the Netherlands (the "Mandatory Provisions").
6.4.2 All disputes arising from these Terms and our Services will be submitted exclusively to the competent court in Amsterdam, the Netherlands. Notwithstanding the foregoing jurisdiction clause, a Dutch consumer may bring a claim in the competent court where he is resident, and a foreign consumer may bring a claim regarding the enforcement of relevant applicable Mandatory Provisions in the court of the country and place where he is resident and a consumer can only be sued by Neoke in the courts of the country and place of his/her residence and jurisdiction.
LAST UPDATE: 28 August 2025