Website and service terms.

Last updated: 23 June 2026

1. About these terms

These terms apply to your use of the Travel Agents Help Desk website, client portal, support request process, quote process, uploaded files, messages, tools, templates, calculators, guides, checklists and deliverables.

In these terms, TAHD, we, us or our means Travel Agents Help Desk. You means the person or organization using the website, submitting a request, accepting a quote, uploading files or receiving a deliverable.

These terms are intended to be read with any specific quote, scope description, request notes or written agreement issued by TAHD.

2. Who TAHD services are for

TAHD is designed for travel advisors, travel agencies and travel-industry users. It is not a public travel agency booking service and does not act as the traveller’s booking agent unless a separate written arrangement clearly says otherwise.

TAHD provides behind-the-scenes support such as document preparation, travel-advisor tools, forms, qualifiers, calculators, branded resources, workflow support and admin support.

3. Website information

The website describes TAHD services and provides general information, examples and service pathways. Website content is not travel advice, legal advice, financial advice, accounting advice, compliance advice or supplier-specific authority.

Service descriptions, examples, pricing logic and availability may change as TAHD develops its service model.

4. Support requests

You may submit a support request through the website. Submitting a request does not guarantee that TAHD will accept the work, start the work, or provide the requested output.

TAHD may review the request, ask for more information, decline the request, suggest a different service pathway, or issue a quote. We may decline work that is outside scope, unclear, unsuitable, incomplete, unlawful, unsafe, or not aligned with the intended travel-advisor support purpose of the service.

5. Quotes and acceptance

Where work requires pricing or scope confirmation, TAHD may issue a quote. A quote may include fixed-fee work, estimated hours, hour blocks, optional items, taxes, currency, validity dates, terms and scope notes.

Work starts only when the quote is accepted through the client portal or otherwise confirmed in writing by TAHD. If a quote expires, is declined, is cancelled or is materially changed, TAHD may issue a revised quote before work proceeds.

An accepted quote may create a request workspace in the client portal. The request workspace is used to manage files, messages, status updates and deliverables.

6. Scope of work

The quote and request description define the agreed scope of work. Anything not included in the accepted scope is not automatically included.

Examples of out-of-scope work may include extra document sets, additional custom tool features, major wording rewrites, new templates, additional branded versions, new calculations, extra integrations, complex data clean-up, or a different workflow from the one originally quoted.

Where a requested change is material, TAHD may pause the work, ask for confirmation, issue a revised quote or create a separate request.

7. Pricing, fees and taxes

Fees, currency, taxes and payment timing are shown in the quote, invoice or written service communication. Some work may be quoted as fixed-fee work. Some work may be quoted after the scope is reviewed. Larger workflow or tool projects may be priced as a project, a support block or an agreed hourly arrangement.

Where a quote includes estimated hours or hour blocks, those estimates are not unlimited work allowances. If the work requires more time because of missing information, changed requirements or added complexity, TAHD may request approval for additional work before continuing.

8. Client portal access

The client portal allows authorised users to view quotes, accept quotes, access requests, upload files, send messages and download deliverables. You are responsible for keeping login details secure and ensuring that only authorised people use the account.

TAHD may disable or restrict portal access where access is no longer required, where a user leaves an organization, where misuse is suspected, where security is at risk, or where the associated organization asks for access to be changed.

9. Client responsibilities

You are responsible for providing complete, accurate and relevant information. This includes request instructions, booking details, traveller details, supplier references, confirmation documents, deadlines, agency requirements and branding material where needed.

Delays, incomplete files, unclear instructions or incorrect source material may affect turnaround time, output quality or pricing. TAHD is not responsible for errors caused by inaccurate, incomplete, outdated or misleading information supplied to us.

10. Advisor responsibility and final checking

TAHD provides workflow support, document support and tool support. Travel advisors and agencies remain responsible for the travel advice, client communication, booking accuracy and final release of client-facing material.

Before using or sending any output, you are responsible for checking:

• traveller names, spelling and passenger details;
• flight, hotel, transfer, cruise, tour, rail, car hire and package details;
• supplier terms, booking conditions, penalties and deadlines;
• passport, visa, transit and entry requirements;
• insurance prompts, disclosures and policy suitability conversations;
• pricing, taxes, fees, payment due dates and commission/margin figures;
• agency policy, compliance obligations and required disclaimers;
• whether the output is appropriate for the specific traveller or booking.

TAHD outputs are support resources. They do not replace advisor judgement, supplier checks, agency policy, legal obligations or professional advice.

11. Uploaded files and source material

You must have authority to provide any files, booking details, agency material, client information or supplier documents uploaded or sent to TAHD.

Uploaded files must be relevant to the request. TAHD may reject, ignore or ask for replacement files where material is incomplete, unreadable, irrelevant, unsafe, unsupported, excessive or outside scope.

You should not upload unnecessary identity documents, payment card information, unrelated personal information or information that is not required for the requested work.

12. Deliverables

Deliverables may include documents, checklists, templates, calculations, hosted tools, branded resources, written outputs, document packs, review notes, workflow recommendations or other agreed outputs.

Deliverables are based on the information supplied and the accepted scope. You must review deliverables promptly and notify TAHD of any correction required. Where a correction is within the agreed scope, TAHD may correct it through the request workspace. Where a correction is caused by changed requirements, missing information or added scope, additional fees may apply.

13. Revisions and changes in scope

Minor corrections within scope can usually be handled through the request workspace. Material changes, new requirements, new versions, new branding, added calculations, extra documents or substantially different outputs may require a revised quote or a separate request.

If you ask for work to be expedited, reprioritised or performed outside the agreed scope, TAHD may accept or decline that request and may quote additional fees.

14. Declined quotes, cancelled requests and lost enquiries

You may decline a quote. A declined quote may remain in the system as part of the operational record. If the work later needs to proceed with changes, TAHD may clone the declined quote into a revised draft rather than altering the declined record.

Requests may be cancelled where work has not commenced, where required information is not provided, where the scope is no longer required, or by agreement. Work already completed, time already spent, third-party costs or completed deliverables may still be chargeable depending on the quote and stage of work.

15. Tools, calculators and templates

Tools, calculators, forms, qualifiers, templates, guides and checklists are workflow-support resources. They rely on the information entered by the user and the assumptions or rules agreed for that tool.

Calculators should be checked before being relied on for client-facing, financial, operational or compliance decisions. TAHD does not guarantee that a calculator or tool will cover every supplier rule, fare rule, tax rule, agency policy or unusual booking scenario unless expressly included in the accepted scope.

16. Intellectual property and reuse

You retain ownership of material you provide to TAHD, such as your agency logo, source documents, supplied wording, booking information and client data.

TAHD retains ownership of its pre-existing templates, systems, reusable methods, reusable logic, platform code, design structures, tool architecture, internal workflows and general know-how.

Once paid for, and unless otherwise agreed in writing, you receive permission to use the deliverable for your internal agency operations or the purpose stated in the accepted quote. Agency-branded tools, templates or resources are not exclusive unless exclusivity is expressly agreed in writing.

You must not copy, resell, sublicense, reverse engineer or commercially exploit TAHD tools, templates, platform code, private links or reusable resources outside the agreed purpose without written permission.

17. Confidentiality

TAHD will treat non-public client, agency, booking and document information as confidential and will use it for the purpose of providing the requested service. Confidentiality does not prevent TAHD from keeping operational records, seeking professional advice, complying with law, protecting security, or using de-identified learnings to improve internal service processes.

18. Turnaround times

Any turnaround time is dependent on the agreed scope, workload, complexity, access to required information, client response times, file quality and any priority arrangement agreed by TAHD.

Unless a specific deadline is accepted by TAHD in writing, dates or timeframes are estimates only. Delays caused by missing information, changed instructions, unclear files, supplier issues or late approval are outside TAHD’s control.

19. Payment terms

Payment requirements, due dates, currency, taxes and invoice terms are shown in the relevant quote, invoice or written communication. TAHD may require payment before work starts, before deliverables are released, or according to an agreed payment schedule.

TAHD may pause work or withhold non-essential deliverables where required approval, information or payment has not been received.

20. Refunds and cancellations

Refunds and cancellation outcomes depend on the quote, the work completed, the time spent, the stage of delivery and any costs incurred. Fixed-fee or scoped work that has already commenced may not be refundable in full.

If a request is cancelled before work starts, TAHD may cancel the request without charge unless a fee, deposit or setup amount was agreed. If work has started, TAHD may charge for the portion already completed or time already allocated.

21. Limitations of liability

To the extent permitted by law, TAHD is not liable for losses caused by inaccurate source material, missing booking details, incorrect client information, supplier rule changes, third-party system issues, email delivery failures, misuse of tools, failure to check deliverables, or use of outputs outside the agreed scope.

Nothing in these terms excludes rights, guarantees or remedies that cannot be excluded by law. Where liability can be limited, TAHD’s liability is limited to resupplying the relevant service or refunding the amount paid for the affected service, at TAHD’s reasonable discretion.

22. Availability of the website and portal

TAHD aims to keep the website and portal available, but does not guarantee uninterrupted access. Access may be affected by maintenance, hosting issues, internet outages, software updates, security controls, browser issues or third-party service disruption.

Where portal access is unavailable, TAHD may use reasonable alternative communication methods where practical.

23. Third-party services

The website and portal may rely on third-party hosting, email, software libraries, browser print functionality, payment providers, mailboxes or other service providers. TAHD is not responsible for third-party outages, spam filtering, browser print behaviour, payment provider issues or external system limitations outside its control.

24. Privacy

TAHD handles personal information, agency information, uploaded files and travel documents according to its Privacy page. By using the website, submitting a request, accepting a quote, uploading files or using the client portal, you acknowledge that TAHD will handle information as described in that Privacy page.

25. Changes to these terms

TAHD may update these terms as the website, portal, service model, legal obligations or operational processes change. The updated version will be published on this page with a revised update date.

Where a quote has already been accepted, the terms in effect at the time of acceptance will generally apply to that accepted request unless the parties agree otherwise or a change is required by law.

26. Governing law

Unless another written agreement says otherwise, these terms are governed by the laws applicable where TAHD operates. If a dispute arises, the parties should first attempt to resolve it in good faith before taking formal action.

27. Contact

Questions about these terms should be sent through the contact or support process on this website, or to the email address published by TAHD for support communications.