Customer Portal Terms of Use

These terms govern your use of the Piyam Customer Portal operated by Piyam Travel Ltd. They apply to the portal itself. A booking, package, appointment or other travel service may also have separate booking or service conditions, which continue to apply.

By creating an account or continuing to use the portal, you agree to these terms. Please also read our Privacy Policy.

You must be at least 16 years old to create a customer account. Children under 16 must be managed by an adult or lead traveller. We may ask you to confirm your age band and may suspend an account if the eligibility information appears incorrect.

Keep access to your email and identity-provider account secure. You are responsible for activity carried out through your customer account unless you tell us promptly that it may have been compromised. Your customer code and QR code identify your loyalty account; they are not passwords and must never be treated as proof of identity.

Information you provide must be accurate and kept up to date. Do not create an account for another adult without their authority.

Some application, appointment and trip features are available without an account. Guest access is temporary and may require a tracking reference, surname, secure link or one-time code. Saving an application or linking a trip to an account requires additional verification and creates a revocable access permission; it does not transfer ownership of the underlying staff record.

Customer-facing stages are summaries of the latest information available to Piyam Travel. They are not a promise that a government, consulate, supplier or other third party will complete an application by a particular date. Follow any action message shown in the portal and contact the relevant branch if something appears wrong.

Appointment availability can change until a booking is confirmed. Cancellation and rescheduling are subject to the cutoff shown for the service, normally 24 hours before the appointment. Inside that cutoff, contact the branch directly. Changing branch may require cancellation and a new booking.

The portal shows only documents and information released for customer use. Check names, dates, travel details and entry requirements as soon as documents become available, and tell us promptly about errors. Access shared by a lead traveller may be changed or withdrawn. Invoice and payment information is hidden from invited travellers unless an eligible adult is expressly granted access.

Points may remain pending until an eligible service is paid and valid. Points linked to a refund, cancellation or invalid transaction may be reversed. Points have no cash value. Redemption and expiry are not available in this version of the portal and will require separate published rules before being enabled.

Do not attempt to access another customer's information, test or bypass security controls, automate large numbers of requests, upload malicious material, impersonate another person, or use the portal for unlawful or fraudulent purposes. We may rate-limit, block or suspend access where reasonably necessary to protect customers and the service.

We aim to keep the portal accurate and available but cannot guarantee uninterrupted access. We may maintain, change or withdraw features and will take reasonable steps to avoid disrupting confirmed services. Nothing in these terms excludes liability that cannot lawfully be excluded or affects your statutory consumer rights.

You may request account closure from the Account area. Closure revokes customer-portal access and removes customer-side data where permitted. It does not automatically erase booking, application, financial or other operational records that Piyam Travel must retain for legal, regulatory or contractual reasons.

We may update these terms when the portal or the law changes. Material changes will be presented clearly and, where appropriate, require a fresh acknowledgement. These terms are governed by the laws of England and Wales.

Questions can be sent to privacy@piyamtravel.com or raised with your Piyam Travel branch.