1. Terms and definitions

• 1.1. Service means Qaz Nomad Digital LLP, BIN 260240029522, the owner of qonaq.travel, acting as the provider of the Booking Service and the merchant when accepting payments from Guests.
• 1.2. Booking Service means the service provided by the Service to the Guest to search for, select and arrange a confirmed accommodation booking. The Booking Service is considered duly provided by the Service once a confirmed electronic voucher has been sent to the Guest.
• 1.3. Accommodation Service means the actual accommodation provided by the Partner to the Guest. The Accommodation Service is considered fully provided upon the Guest's actual check-in, as confirmed by the Partner in the Service's system.
• 1.4. Guest means an individual or legal entity that has accepted this Offer and is the customer of the Booking Service.
• 1.5. Partner means the owner or lawful representative of an accommodation property (hotels, apartments, glamping sites, yurts or unique properties). The Partner directly provides the Accommodation Service and is independently liable to the Guest for its quality, safety and conformity with the stated characteristics.
• 1.6. Property means a unit of accommodation listed on qonaq.travel.
• 1.7. Booking means the Guest's confirmed order, certified by an electronic voucher.
• 1.8. Force Majeure means circumstances beyond the Parties' reasonable control, including but not limited to natural disasters, extreme weather, earthquakes, floods and fires; epidemics and pandemics; wars, terrorist acts and civil unrest; government actions (entry restrictions, border closures or quarantine); and disruptions to essential infrastructure not caused by the Parties.

2. Subject of the Offer

• 2.1. The Service provides the Guest with the Booking Service for accommodation properties and is the provider of that Service. By clicking “Book now” or “Pay”, the Guest unconditionally accepts this Offer.
• 2.2. The Service acts under agency agreements with Partners and is authorised to accept payments from Guests for bookings. Guests' funds are held in transit; the Service's income is an agency fee of 12.5% of the value of each booking.
• 2.3. The Guest's Booking is also subject to the Partner's own rules (check-in/check-out rules and the Property's house rules). The Guest is advised to read these before confirming the Booking. If the Partner's rules conflict with this Offer, this Offer prevails.
• 2.4. The Service is not the owner, tenant, operator or person actually providing the Accommodation Service. The Service provides only the Booking Service and acts as the Partner's agent in accepting payments and arranging bookings.
• 2.5. The Service is liable to the Guest for the correspondence of the Property's photographs, descriptions, list of amenities and category to the actual characteristics presented by the Partner. If a discrepancy is identified, the Service undertakes to resolve the Guest's complaint under clause 6.2 of this Offer. The Service may bring a recourse claim against a Partner that supplied inaccurate or outdated information.

3. Booking procedure

• 3.1. After completing a Booking, the Guest receives an electronic voucher at the email address provided. The Guest must immediately check that the dates, Property name and other parameters are correct.
• 3.2. If errors are found in the voucher, the Guest must notify the Service's support team within 24 hours of receiving it.
• 3.3. The Service guarantees that the voucher parameters match the conditions selected by the Guest when placing the order.

4. Financial terms

• 4.1. The Guest pays the full Booking price when placing the order, using a bank card through the FreedomPay payment gateway. Prices include all Partner taxes and fees unless the Property description states otherwise. The final price is confirmed at the time of the transaction.
• 4.2. The Guest's funds are held in the Service's account as transit funds and transferred to the Partner within 3 (three) business days after the Guest's check-out is confirmed and the Partner uploads an electronic invoice.

5. Booking cancellation and refunds

• 5.1. The Guest may cancel a Booking through their account or the support team. Refund conditions are determined by the rate selected when booking.
• 5.2. Flexible rate. If cancellation occurs within the specified period (normally 72 hours before check-in, unless the Property description states otherwise), the Service refunds the full Booking price less the payment system's actual fee within 10 (ten) calendar days of cancellation confirmation.
• 5.3. Non-refundable rate. No refund is provided if the Guest cancels or does not arrive. The Guest is informed of this condition before payment.
• 5.4. Failure to accommodate due to the Partner's fault. If the Partner fails to accommodate the Guest despite a confirmed Booking, through no fault of the Guest, the Service refunds the full Booking price within 10 (ten) calendar days after the failure to accommodate is documented. The Service may bring a recourse claim against the Partner for the refunded amount.
• 5.5. Early departure. Refunds for unused nights following the Guest's early departure are settled directly between the Guest and the Partner. The Service assists in reaching a resolution but does not guarantee a refund in such cases.

6. Allocation of liability

• 6.1. Force Majeure. Neither the Service nor the Partner is liable for failure or improper performance of obligations due to Force Majeure (as defined in clause 1.8 of this Offer). In the event of Force Majeure, refunds are determined according to the booking rate conditions, the Partner's rules and the Parties' actual expenses.
• 6.2. Property not matching its description. If the Property's actual condition does not match its platform description (inaccurate photographs, incorrect amenities or a category mismatch), the Guest may submit a complaint to the Service's support team within 24 hours of check-in, with photographic and/or video evidence. The Service coordinates resolution of the complaint between the Guest and Partner: it arranges review of the complaint, collects evidence, communicates with the Partner and informs the Guest of the outcome. The Partner bears actual responsibility for the accuracy of the Property description and the conformity of accommodation conditions with the stated characteristics. Following review, the Service may decide to issue a full or partial refund to the Guest. In that case, the Partner must reimburse the Service for the corresponding amount by way of recourse.
• 6.3. Quality of the Accommodation Service. The Service coordinates resolution of the Guest's complaints about accommodation quality. The Partner is directly responsible for the quality of the Accommodation Service (cleanliness, functioning equipment, service standards and safety on the Partner's premises). Resolution procedure: the Guest submits a complaint to the Service's support team; the Service forwards it to the Partner and monitors its review; if the Partner does not resolve it, the Service may decide to refund the Guest in part or in full and subsequently recover the amount from the Partner by way of recourse. The Service is not liable for injuries, theft or damage to the Guest's property on the Partner's premises; the Partner's failure to comply with sanitary standards and safety requirements; or third-party actions on the Partner's premises.
• 6.4. Overall limit of the Service's liability. The Service's aggregate liability to the Guest on all grounds related to a specific Booking may not exceed the full price of that Booking. The Service is not liable for lost profits, non-pecuniary harm or indirect losses, unless expressly provided otherwise by Kazakhstan's consumer protection legislation.

7. Rights and obligations of the Parties

• 7.1. The Service undertakes to provide the Booking Service properly; accept and review the Guest's complaint as the resolution coordinator; and issue refunds within the time limits set out in this Offer.
• 7.2. The Guest undertakes to provide accurate booking details; comply with the Property's accommodation and house rules; and take independent responsibility for their own safety and the safety of children at natural locations.
• 7.3. The Partner undertakes to provide the Guest with a Property matching its platform description; ensure that all published Property information is accurate and up to date; and bear independent liability to the Guest for the quality of the Accommodation Service.

8. Payment security and fraud prevention

• 8.1. All payment transactions are processed through the certified FreedomPay payment gateway in accordance with PCI DSS. The Service uses two-factor authentication (3D Secure). The Service does not store bank card details.
• 8.2. By making a payment, the Guest confirms that they are the lawful holder of the payment instrument and that all information provided is accurate.
• 8.3. The Guest agrees that submitting a complaint to the Service is a mandatory preliminary step in resolving any dispute before requesting a chargeback from the issuing bank. The Guest's confirmed check-in, recorded by the Partner in the Service's system, is evidence that the Accommodation Service was provided.
• 8.4. If the Guest initiates a chargeback without first contacting the Service's support team, the Service may suspend the Booking, dispute the chargeback and provide the bank with evidence that the transaction was legitimate. If fraud is detected, the Service may cancel the Booking and pass the data to Kazakhstan's law enforcement authorities.

9. Governing law and dispute resolution

• 9.1. The Parties' relationship is governed by the law of the Republic of Kazakhstan.
• 9.2. A pre-trial complaint procedure is mandatory. Complaints are reviewed within 10 (ten) business days of receipt.
• 9.3. All disputes not resolved before trial are heard by the courts of Almaty in accordance with the current legislation of Kazakhstan.

10. Changes to the Offer

• 10.1. The Service may amend this Offer. The current version is always available at qonaq.travel/offer.
• 10.2. Continued use of the platform after changes are published constitutes the Guest's acceptance of the new version of the Offer.

11. Service details