These Flight Booking Terms & Conditions ("Flight Terms") govern the booking of flights through the Carreh application. They apply in addition to Carreh's general Terms of Service and Privacy Policy. By booking a flight through Carreh you confirm that you have read, understood and accepted these Flight Terms, the terms of our technology and payment partner Duffel, and the operating airline's own Conditions of Carriage and fare rules.
1Who we are
Carreh flights are operated by Carreh SASU, a company registered in France (SIREN 106 275 290), with its registered office at 122 rue Amelot, 75011 Paris, France ("Carreh", "we", "us", "our"). You can contact us at support@carreh.com or through the in-app support form.
2Our role — we are an intermediary, not the airline
Carreh acts as an intermediary that lets you search for and book flights operated by third-party airlines. We are not an airline and we do not operate any flight. The transport itself is provided by the operating airline (the "Airline"), and your contract of carriage is with that Airline.
When you book, the booking is created with the Airline through the technology of our partner Duffel. The ticket is issued by or on behalf of the Airline. Your flight, and everything relating to the carriage (schedules, baggage, boarding, delays, cancellations, refunds and conduct on board), is governed by the Airline's Conditions of Carriage and the specific fare rules shown to you before you pay.
Carreh's own responsibility is limited to arranging your booking and providing the related services described in these Flight Terms (including our booking service, your Manage-booking page, and first-line support).
3Our partner Duffel
We use Duffel as our flight-content, booking and payment technology provider. Duffel connects us to Airlines, creates the order with the Airline, and — where card payment is used — processes your payment on behalf of the Airline as the payment facilitator. By booking through Carreh you also agree to Duffel's applicable terms. Duffel is a PCI DSS Level 1 certified payment provider; your card details are handled securely by Duffel and are not stored by Carreh.
4Bookings are made in the Carreh app only
Flights can be booked and managed only in the Carreh mobile application. Our website may let you search and view results, but any booking, payment, change, cancellation or management of a flight takes place exclusively in the Carreh app. This is a deliberate security measure to protect you and to reduce fraud. If you begin from our website, you will be directed to download or open the Carreh app to complete and manage your booking.
5Your booking and ticket
After you pay, we confirm your booking and, once issued, your ticket. Some Airlines issue the ticket instantly; others confirm the booking first and issue the ticket shortly afterwards. We will keep you updated at each stage by push notification and email.
Each booking has an Airline booking reference (PNR) and a Carreh booking confirmation number. Your Manage-booking page also shows a 4-digit PIN used to verify your identity when you contact our support team. Keep these confidential.
Please check every detail immediately (names, dates, times, airports, routing). Report any error to us without delay; corrections after ticketing may not be possible or may incur Airline fees.
If, exceptionally, a ticket cannot be issued by the Airline after payment, we will inform you and refund you in full for that booking.
6Prices, currency and payment
All charges are made in euros (EUR). For convenience you may view prices in other currencies at an indicative live exchange rate, but the amount actually charged is in EUR. Your bank or card issuer may apply its own conversion and fees when charging a non-euro card.
The price you see is an all-in price that includes the Airline fare, applicable taxes and charges, and Carreh's service fee. The service fee is our remuneration for arranging and servicing your booking.
Prices and availability are provided by the Airline in real time and can change until a booking is confirmed. If the price changes between selection and payment, we will show you the new price and ask you to confirm before any charge is made.
Payment is taken at the time of booking. By paying you authorise the charge for the total amount shown.
7Fare conditions, changes, cancellations and refunds
Every fare has its own rules — whether it is refundable or non-refundable, whether changes are allowed and at what cost, and what baggage is included. These rules are set by the Airline and are shown to you before you pay. You must review them; where a fare is non-refundable, we highlight this and require your explicit acknowledgement before payment.
Changes and cancellations are subject to the Airline's fare rules. Where the fare permits, you can request a change or cancellation from your Manage-booking page in the app; we will quote any Airline fee and the net refund, and proceed only after you confirm.
A refund is processed once the Airline approves the cancellation. We cannot return money the Airline has not yet released, so a refund request passes through two stages: we ask the Airline, and we process the refund once they approve. We tell you at each stage.
Refunds are returned to the original payment method used for the booking. A refund cannot be redirected to a different card, account or person, and it cannot be paid out in cash or as Carreh credit.
Timing: 3 to 10 working days. Once a refund has been processed, the amount typically takes 3 to 10 working days to appear on your statement, depending on your bank or card issuer. That final delay is bank-side and outside Carreh's control.
Carreh's service fee is non-refundable, as it covers the booking service already provided. It is excluded from every refund calculation and is not returned when a booking is cancelled or refunded, unless we tell you otherwise in writing. Any Airline refund is processed according to the fare rules and the Airline's timescales.
Non-refundable fares refund only the refundable portion — typically the taxes and charges the Airline does not retain, and in some cases nothing at all. We show you the exact amount that will come back before you confirm the cancellation.
Some Airlines provide a credit or voucher rather than a cash refund; where that is the case, we will tell you before you confirm, and no money will be returned to your card.
You can track a refund at any time on your Manage-booking page in the app, which shows its state (requested, approved by the Airline, processing, refunded), the amount, the currency, the method and the expected arrival window. We also notify you by push notification and email at each stage.
8Airline schedule changes and cancellations
Airlines sometimes change schedules or cancel flights ("disruptions"). When an Airline notifies such a change, we will inform you as soon as we can by push and email, and present the options available from the Airline (for example: accept the new schedule, rebook, or request a refund). Your rights in these situations — including any right to reimbursement or compensation — are governed by the Airline's Conditions of Carriage and by applicable law (for example, where relevant, Regulation (EC) No 261/2004 for flights within, from or to the EU). Carreh will assist you in exercising those rights but is not itself the provider of carriage.
9Optional extras (add-ons)
You may be able to add extras such as checked baggage, seat selection or lounge access where the Airline offers them. These are provided by the Airline, priced as shown, and subject to the Airline's rules. Add-ons, once purchased, are generally non-refundable except where the Airline's rules or applicable law provide otherwise.
10Cancel For Any Reason (Duffel Protection)
Where offered, Cancel For Any Reason ("CFAR") is an optional paid product provided through Duffel that may allow you to cancel and receive a partial refund of the flight cost beyond the fare's own rules, subject to conditions (including cancelling before a set time prior to departure, and excluding paid add-ons). CFAR is not insurance. The CFAR fee is non-refundable. If you purchase CFAR, its own terms and conditions apply and are made available to you at the time of purchase.
11Your responsibilities
You are responsible for:
Providing accurate passenger details, in particular names that exactly match each traveller's passport or travel document. Name errors are among the most costly to correct and may require a new booking.
Holding valid travel documents and meeting all passport, visa, health and entry requirements for your journey, including any transit points. Requirements are your responsibility to verify; Carreh does not guarantee entry to any country.
Complying with the Airline's rules, arriving in time for check-in and boarding, and behaving lawfully during travel.
Keeping your booking reference, confirmation number and PIN confidential.
Carreh is not liable for any loss resulting from inaccurate details you provide or from your failure to meet travel-document or entry requirements.
12Payment security and fraud
We use industry-standard controls to protect payments, including 3-D Secure authentication where required. You confirm that you are authorised to use the payment method provided and that the information you give is accurate. We may decline, hold or cancel a booking where we reasonably suspect fraud or unauthorised use, and we may share information with our partners and the authorities where necessary to prevent or investigate fraud.
13Carreh Euros (loyalty)
Flights booked through Carreh can earn and redeem Carreh Euros (₵€), our loyalty credit, subject to the Carreh Euros programme terms. Carreh Euros are a promotional credit, have no cash value outside the programme, and their earning and redemption on flights may differ from other Carreh services. Earned credit may be withheld or reversed where a booking is cancelled or refunded, or where abuse is detected.
14Our liability
Carreh's role is to arrange your booking. We are not the carrier and are not responsible for the performance of the flight itself. The Airline is responsible for the carriage and for matters governed by its Conditions of Carriage and by the applicable international conventions (including, where relevant, the Montreal Convention 1999).
Nothing in these Flight Terms excludes or limits our liability where it would be unlawful to do so, including for death or personal injury caused by our negligence, for fraud, or for your statutory rights as a consumer.
Subject to the above, Carreh's liability to you in connection with a booking is limited to the amount of the Carreh service fee you paid for that booking, and we are not liable for indirect or consequential loss.
15Data protection
To make your booking, we share the personal data necessary (such as passenger names, contact details and travel-document information) with Duffel, the Airline and, where required, airport, security and border authorities. We process your data in accordance with our Privacy Policy and applicable data-protection law (including the GDPR). The Airline and any authorities act as independent controllers of the data they receive.
16Force majeure
Carreh is not liable for any failure or delay in performing its obligations caused by events beyond its reasonable control, including natural events, strikes, acts of government, disruption to air traffic, epidemics, or failures of Airlines or third-party providers.
17Governing law, complaints and mediation
These Flight Terms are governed by French law, without prejudice to the mandatory consumer-protection rules of your country of residence.
If you have a complaint, please contact us first at support@carreh.com so we can try to resolve it.
If your complaint is not resolved, as a consumer resident in the European Union you may be entitled to refer the matter to a consumer mediator (médiateur de la consommation). A consumer mediator in France may be appointed for Carreh; where one has been appointed, its details will be published on this page. You may also use the European Commission's Online Dispute Resolution platform at ec.europa.eu/consumers/odr.
French courts have jurisdiction subject to any mandatory rules allowing you to bring proceedings in the courts of your place of residence.
18Changes to these terms
We may update these Flight Terms from time to time. The version that applies to your booking is the one in force at the time you make that booking. We will publish the current version in the app and on our website.
19Contact
Carreh SASU — 122 rue Amelot, 75011 Paris, France · SIREN 106 275 290
