policy
Terms and Conditions
General Terms
Due to the COVID-19 pandemic, airlines, hotels, cities, or destination countries may have specific regulations. Therefore, we kindly request that you contact customer support to obtain accurate and complete information before making a reservation
My Agency operates in accordance with the laws of the Islamic Republic of Iran, laws related to cybercrimes, and the set of e-commerce regulations
The customer is required to provide their mobile number and email address accurately for emergency contact throughout the registration and purchas. process. Otherwise, the customer will bear all consequences arising from incorrect information
Services and content provided by My Agency are produced for use on this website. Any misuse of information, texts, photos, maps, designs, logos, etc., from this website is legally prosecutable. No individual or entity is allowed to misuse the content of this website. Mentioning content from this website on the internet is only permitted with proper attribution to the website's name, URL, and a link to the mentioned content. For printed media, written permission from the website's administrators is required
sers' personal information is completely confidential. My Agency makes every effort to protect users' personal information and will not share it with any other entities, except for legal authorities in accordance with the law
Users agree to enter their information correctly when booking or registering on the website. In the case of incomplete or incorrect information, the consequences of this action will be the users' responsibility. Users must promptly update any changes to their personal details on the website. Otherwise, the website assumes no responsibility for the consequences of inaccurate information
Users agree to promptly update any changes to their personal details on the website. Otherwise, the website assumes no responsibility for the consequences of inaccurate information
Any misuse of the name "My Agency" or the use of similar names is prohibited and will be subject to legal action through competent authorities, including courts handling cybercrimes both within and outside the country
Any extraction and use of flight search data from the Atitravel system, including airline names, flight numbers, types, times, and prices, or information related to comparison or purchase, whether through manual extraction, robots, crawlers, etc., and its publication in any form including web pages, social media, mobile messaging apps, print and digital media, etc., without written permission from My Agency's management is prohibited and will lead to legal consequences
Domestic Flight Terms
When purchasing a ticket online, the buyer commits to being fully aware of all ticket purchase rules and regulations. Acceptance of these rules and regulations before entering the bank payment gateway is legally equivalent to the buyer’s signature
If any part of the rules is unclear or raises questions, the passenger is obliged to contact My Agency’s support before booking the ticket
Bank payment does not mean the reservation is complete. Please ensure you receive and carefully check your ticket after the payment is confirmed by the bank gateway. If you do not receive the ticket, you can retrieve it from the Purchase Tracking menu (user profile) or contact My Agency’s support
During the COVID-19 pandemic, for domestic flights, individuals who have previously tested positive for COVID-19 are required to wait at least 14 days after recovery and obtain a negative PCR test from an authorized health center to board the plane
According to the regulations of the Civil Aviation Organization, the responsibility for flight cancellations, delays, or changes in aircraft type rests with the airline conducting the flight. My Agency, as the seller, holds no responsibility in these cases
Passengers must be present at the airport and in the relevant terminal at least one and a half hours before the flight
When booking a ticket, passenger information must exactly match the information on a valid identification document
Any ticket cancellation by the passenger will incur a cancellation fee according to national aviation regulations. The amount of this fee varies by airline and the timing of the cancellation request
Passengers must carry a copy of the ticket and a valid ID (national ID for domestic flights and passport for international flights) when arriving at the airport
After purchasing a ticket, it is not possible to correct the passenger's name. If incorrect information is entered, the passenger must cancel the ticket according to the airline’s rules and purchase a new one
The purchased ticket cannot be transferred to another person and is only valid for the individual whose details were entered into the system at the time of purchase. If there is a discrepancy between the passenger's details and the information on the ticket, the passenger will not be accepted at the airport
According to national aviation regulations, passengers aged 0 to 2 years are classified as infants (INF), those between 2 and 12 years as children (CHD), and those over 12 years as adults (ADL). If the buyer incorrectly enters the age category, boarding will be denied
After payment and confirmation, the purchase is complete, and the ticket information will be sent to the user via SMS and email. If payment is not confirmed by the bank or the ticket is not received, the purchase is not complete, and the passenger must contact My Agency’s support
The type of aircraft is indicated on the ticket according to the airline’s announcement. Responsibility for any change in aircraft type lies with the airline conducting the flight
The buyer does not have the right to alter the price on the printed ticket, modify the ticket's terms in any way, or resell the ticket for more than the stated amount
According to the regulations of the Civil Aviation Organization, for pregnant women, individuals with cardiovascular diseases, respiratory illnesses, epilepsy, severe anemia, uncontrolled diabetes mellitus, patients undergoing dialysis, those taking immune-suppressing medications, or any condition that contraindicates air travel, a certificate from the airline’s approved doctor is required to board the plane
If a flight is canceled due to technical faults, bad weather, or a delay exceeding two hours, the passenger may cancel the ticket without penalty. To cancel without a fee, the passenger must get the ticket stamped by the airline’s representative and retain the original stamped ticket, then contact My Agency’s support
Special services such as wheelchairs, oxygen masks during the flight, special diets, pet transport, and handling of deceased individuals require prior notification and coordination with the airline. If special services are needed, contact My Agency’s support before purchasing the desired flight
Tickets for children or infants cannot be purchased separately and independently from an adult ticket online
If a passenger intends to purchase tickets for consecutive flights, e.g., Tehran to Mashhad and then Mashhad to Ahvaz, or a round trip in a single route, e.g., Tehran to Kish and Kish to Tehran on the same day, there must be at least four hours between the arrival of the first flight and the departure of the second flight. Otherwise, the responsibility and penalty for missing the second flight will be the passenger's
For domestic routes, if the outbound and return flights are with different airlines, the cancellation of the outbound flight or the passenger’s withdrawal from the flight due to a delay or advance of more than two hours may result in a penalty for canceling the return flight. For more information, contact My Agency’s support before booking
Regarding baggage allowance on domestic flights, each airline has its own regulations, but typically, in economy class, the allowed baggage is 20 kg, and in business class, it is 25 to 30 kg. This information is usually visible in the flight details before booking
International Flight Terms
When purchasing an international ticket online, the buyer agrees to be fully aware of all ticket purchase rules and regulations. Acceptance of these rules and regulations before entering the bank payment gateway is legally equivalent to the buyer's signature
Bank payment does not mean that the reservation is successful and complete. Please ensure you receive and carefully check your ticket after the payment is confirmed by the bank gateway. If you do not receive the ticket, you can retrieve it from the Purchase Tracking menu (user profile) or contact My Agency's support
If any part of the rules is unclear or raises questions, the passenger is required to contact My Agency's support before booking the ticket
During the COVID-19 pandemic, each destination, airline, and hotel has its own specific regulations. Dear passengers, please make sure to contact My Agency's support for precise information before booking an international ticket
When booking an international ticket, the passenger's information must exactly match their passport. Any discrepancies between passport details and the ticket information will result in the passenger being denied entry at the airport
For international flights, the passenger must be at the airport and in the relevant terminal at least three hours before the flight
The passenger’s passport must be valid for at least 180 days (6 full months). Otherwise, the passenger will be denied entry at the airport
If you renew your passport after purchasing the ticket, you must inform My Agency's support and send a copy of the new passport to the support team. Correcting passport information may incur a penalty according to the airline's rules, and the cost will be borne by the passenger
For international flights, obtaining a visa is the passenger's responsibility according to the destination country's regulations, and My Agency does not assume any responsibility for visa-related issues. Please contact support before booking if you have any questions regarding visas
Traveling to visa-free countries for Iranians does not mean a visa is not required. Be sure to obtain complete information about your destination by contacting My Agency's support before booking your ticket
In case of system flights with round-trip bookings, if the passenger does not use the outbound flight, the return flight will be canceled by the airline
For international flights where the passenger has used the outbound segment and requests a refund for the return segment, they must provide residency documents (such as passport of the destination country, residency documents, work visa, etc.) for this purpose. Otherwise, the ticket cannot be refunded
According to the regulations of the Civil Aviation Organization, for pregnant women, individuals with cardiovascular diseases, respiratory illnesses, epilepsy, severe anemia, uncontrolled diabetes mellitus, patients undergoing dialysis, those taking immune-suppressing medications, or any condition that contraindicates air travel, a certificate from the airline's approved doctor is required to board the plane
Special services such as wheelchairs, oxygen masks during the flight, special diets, pet transport, and handling of deceased individuals require prior notification and coordination with the airline. If you need special services, contact My Agency's support before purchasing the desired flight
According to the regulations of the Civil Aviation Organization, the responsibility for flight cancellations, delays, or changes in aircraft type rests with the airline conducting the flight. My Agency, as the seller, has no responsibility in these matters
Domestic Hotel Terms
When purchasing a hotel room online, the buyer agrees to be fully aware of all hotel booking rules and regulations. Acceptance of these rules and regulations before entering the bank payment gateway is legally equivalent to the buyer’s signature
Bank payment does not indicate a successful or completed reservation. Please ensure that you receive and carefully review your voucher or hotel confirmation after the payment is confirmed by the bank gateway. If you do not receive the hotel voucher, you can retrieve it from the Purchase Tracking menu (user profile) or contact My Agency's support
The room check-in time is 14:00, and the room check-out time is 12:00
Changing the date of a hotel reservation after purchase is not possible. In such cases, the previous reservation must be canceled with a penalty, and a new reservation must be made under new conditions and costs
Since cancellation policies and penalties vary between hotels, please contact My Agency's support for details on these rules
Legal and religious propriety is the criterion for accepting guests at the hotel. For the acceptance of couples, both parties' identification cards and a valid marriage certificate (with a raised seal) are required
It is possible that the selected hotel may become fully booked at the time of purchase and payment. If this occurs after the payment has been made, the amount will be refunded to the passenger’s account, and they may proceed to purchase another hotel room. Therefore, deduction of the amount from the account does not guarantee a confirmed hotel voucher, and in case of cancellation, the amount will be refunded to the same account from which the purchase was made
If the hotel delivers the room later than the scheduled time, no amount will be refunded to the passenger, and My Agency will not be responsible for this matter
After checking into the hotel, if the guest departs before the date registered on the voucher, no refund will be provided for the unused portion of the stay
The hotel reservation includes the booking of rooms for the number of people and nights requested and the services listed on the voucher or hotel confirmation. Services such as intercity transportation, guides, floor preferences, parking, car rentals, minibar, and safe deposit box are usually not included in the hotel rate and are the responsibility of the passenger
If the passenger has specific requests such as a room with two single beds, a smoking room, early or late check-in, etc., they must contact support. My Agency will forward the requests to the hotel, and the final confirmation will come from the hotel. If any of these requests incur additional charges, the passenger will be responsible for paying them
The conditions for booking triple rooms vary between hotels. Some triple rooms may be double rooms with an additional bed, or they may be designed for three persons. Ensure that you select a room labeled as "triple" or with an "extra bed" in the room description. Otherwise, the cost for the third person and related services will be charged directly at the hotel
If a confirmed reservation is canceled for reasons beyond My Agency's control, My Agency will make every effort to offer the passenger another room or hotel with similar price and specifications. If the passenger does not accept the alternative room or hotel, the full amount paid by the passenger will be refunded
According to the policies of most hotels, individuals over 5 years old are considered adults, and the booking conditions for adults apply to them. Passengers should consider this when booking for children over five years old. Failure to comply with this may result in the hotel refusing entry for the number of persons exceeding the reserved capacity. My Agency will not be responsible in this regard
Domestic Hotel Terms
If a bed is needed for a child under 5 years old, the booking conditions for adults apply to them. The passenger should consider the child under 5 years old as an adult when making the reservation. Otherwise, any additional charges for the extra person will be paid directly by the passenger at the hotel upon check-in
Providing the hotel voucher along with identification documents to the hotel reception is mandatory for the passenger
By making a reservation, the passenger simultaneously accepts the regulations of the selected hotel and the hotel's cancellation policies. In other words, the passenger makes the reservation with full knowledge and understanding of My Agency's and the hotel’s regulations. In online contracts, the passenger's signature is electronically executed as per e-commerce law
If the travel period is disrupted or canceled due to changes or cancellations by the airline, the responsibility for any hotel cancellation fees falls on the passengers
If a passenger cancels their trip without prior notice, all costs related to the hotel reservation will be calculated according to cancellation policies
If a passenger wishes to check into the room later than the check-in time (in terms of date and time), they must coordinate this with My Agency’s support. This also applies to early check-out
Any damages caused to the hotel by the passenger will be charged to the passenger
The information on My Agency’s website regarding hotels is provided by the hotels themselves or their suppliers. This includes location, amenities, room services, maps, images, updated prices, etc. My Agency will make every effort to provide accurate information. However, it assumes no responsibility for the accuracy of the information provided by the hotels or suppliers. For more information, passengers can contact the support number
Information about hotels, including stars, prices, room availability, cancellation policies, and room capacity, is produced by the hotels or their suppliers The responsibility for the accuracy of this information lies with the hotel or suppliers
The price displayed on the payment gateway page of My Agency's website is the total amount the buyer pays for the entire stay and all requested rooms
Room numbers, floors, and similar details are assigned based on hotel availability at the time of check-in
If any of the terms listed in the regulations are unclear or raise questions for the passenger, they are required to contact My Agency’s support before making a reservation
Foreign Hotel Terms
By purchasing a hotel room online, the buyer agrees that they are fully aware of all the terms and conditions related to hotel bookings. Accepting these terms before entering the payment gateway is legally equivalent to signing the agreement
Bank payment does not indicate a successful or completed reservation. Please ensure that you receive and carefully review your hotel voucher or confirmation after the payment is approved by the bank gateway. If you do not receive the hotel voucher, you can print it from the purchase tracking menu (user profile) or contact support
Check-in time for the hotel is 14:00, and check-out time is 12:00
If you plan to arrive at the hotel after 14:00 for any reason, you must inform My Agency's support to coordinate with the hotel. Otherwise, any subsequent damages will be subject to cancellation policies
If you need to check in earlier than the specified time or check out later than the announced time, prior coordination with support is required
After checking into the hotel, if you check out earlier than the time specified on the voucher, no refund will be provided for unused room time
Providing accurate and complete information, including the passenger's name, date of birth, gender, and passport number, is the passenger's responsibility. After finalizing the hotel purchase, changes or corrections to the passenger's details are not possible. To amend details, the reservation must be canceled according to the hotel's rules and rebooked with a penalty
The purchased hotel reservation belongs to the passenger whose details were entered into the system and is non-transferable. If the details on the voucher do not match the passenger's identification, the passenger will not be admitted
The policy for booking a room with a child alongside an adult varies by hotel. Please check the hotel’s website or contact support for accurate information before booking foreign hotels
If the trip is canceled due to a flight cancellation by the airline, the responsibility for any hotel cancellation fees and any delays or changes lies with the passengers
If the hotel delivers the room later than the scheduled time, no refund will be provided to the passenger
Carrying identification documents when checking into the hotel is mandatory
If a visa is not issued by the destination country, the hotel’s cancellation policies will apply to the reservation. The responsibility for obtaining and verifying visas for the destination country and transit visas rests with the passenger
If the passenger is prohibited from leaving the country for any reason and cannot use the purchased hotel room according to the voucher dates, they may cancel the reservation according to the hotel’s cancellation policies
The responsibility for paying exit taxes is borne by the passenger
For international travel, the passenger’s passport must be valid for at least 180 days (6 full months). It is the passenger’s responsibility to ensure the passport's validity, the age conditions of companions, and the accuracy of entry information
Foreign Hotel Terms
For international travel, the passenger's passport must be valid for at least 180 days (6 full months). It is the passenger’s responsibility to ensure the passport’s validity, the age conditions of accompanying travelers, and the accuracy of entry information
If the passenger causes damage to the hotel, all costs for the damage will be charged to the passenger. Some hotels may require a deposit to cover any potential damages incurred by the guest
Information such as the number of stars, pricing, breakfast, lunch, dinner, swimming pool, internet, cancellation policies, and room capacities is extracted directly from the hotel’s system and displayed on the website. Therefore, the accuracy of this information is the hotel’s responsibility. For more information, passengers can contact support
Room numbers, floors, and similar details are assigned based on the hotel's availability at the time of check-in
For hotels with "non-refundable" cancellation policies, no changes, modifications, or cancellations are permitted after the reservation is made
Some foreign hotels have specific rules, such as not accepting Iranian guests, not accepting children, or not accepting single males or females. If a passenger makes a reservation without considering these conditions mentioned in the hotel’s policies, the responsibility rests entirely with the passenger
During the booking process and payment, the selected hotel and room may become fully booked due to the time spent and the hotel's availability. If this occurs after the payment has been deducted, the amount will be refunded to the passenger’s account, and the passenger can rebook a hotel. It is understood that the deduction of the amount from the passenger’s account does not constitute a confirmed reservation. In the event of cancellation under these circumstances, the amount will be refunded to the same account used for the purchase by My Agency
Services such as food and beverages, sauna, jacuzzi, swimming pool, internet, restaurants, gym, etc., are provided based on the type of room selected. If the selected room does not include free access to these services, the costs will be directly charged to the passenger at the hotel
If the passenger is prohibited from leaving their country, if local authorities prevent entry upon arrival in the destination country, or if the passenger cannot use the hotel for any reason—such as missing a flight, failure to obtain a visa, issues with travel documents, problems with the passport, flight cancellations or delays due to weather, etc.—the cancellation policies will apply, and My Agency will not be held responsible
Each country has its own immigration, customs, and citizenship laws. For example, carrying certain medications that are legal in Iran may be considered illegal in another country. Therefore, it is advisable to be aware of the important laws of any country before traveling to avoid legal issues
If the hotel is unable to accommodate the passenger despite having a valid voucher, the passenger must contact support. My Agency will offer alternative hotels to the passenger. If the passenger does not accept the suggested hotel, My Agency will refund the amount paid for the reservation, and the passenger will need to book another hotel independently
Travel Insurance Terms
The user must enter the passenger’s information exactly as it appears in the passport when purchasing the insurance policy. Completing the purchase process implies full awareness of the insurance terms and the type of policy selected. If you are not familiar with the insurance regulations, type, or coverage, please contact My Agency's support before completing your purchase
Travel insurance is mandatory for all individuals over 60 years of age, and the cost is the responsibility of the traveler
The insurance policy must be issued before traveling and within Iran. If the policy is issued after leaving the country, it will be invalid
If traveling to more than one country, the United States or Canada should be selected as the destination country
In the event of an accident or illness in any of the covered countries, to facilitate service and avoid any subsequent issues, you must promptly contact the 24-hour helpline at +964548356 or email Saman@mideast-assistance.com. Report your full name, policy number, contact phone number and address, and a brief description of the issue
In all cases, reporting a claim must be done within 10 days (240 hours) to the assistance company
The insurance policy starts from the time the insured departs from the legal borders of Iran and is valid for a maximum of 92 consecutive days outside the country
If the insured cancels the trip, the insurance policy cannot be canceled until the visa's validity expires
If the policy expires during the trip, it cannot be renewed
If the policy is not used due to visa denial, trip cancellation, or other reasons, you can only cancel the policy within 6 months from the issue date by contacting the issuing unit (My Agency). Cancellation of the policy is only possible within 6 months from the issue date
Due to specific embassy regulations regarding travel insurance, travelers must obtain complete information about insurance conditions, coverage amount, required insurance duration, etc., from their respective embassy before purchasing. Ensure that you have accurate and compatible information with the insurance provided on My Agency's website before completing your purchase
