Terms And
Conditions
Last updated: 16/10/25
Regulatory Disclosure
Floan Ltd is authorised and regulated by the Financial Conduct Authority (FCA).
Our Firm Reference Number is 982467.
We are permitted to act as a credit broker, not a lender.
You can verify our authorisation on the Financial Services Register at www.fca.org.uk/register, or by contacting the FCA directly on 0800 111 6768 (Freephone), 0300 500 8082 (from the UK), or +44 207 066 1000 (from abroad).
Some of the services we provide may not be regulated by the Financial Conduct Authority. You will be informed in advance if any proposed service is unregulated.
Floan Ltd introduces customers to Snap Finance Ltd for regulated credit agreements. We do not provide finance or credit ourselves.
1. Merchant of Record
Floan Ltd (“Floan”, “we”, “our”, “us”) is the Merchant of Record (MoR) for all bookings made via this platform.
When paying by card, you are entering into a purchase with Floan, who acts as booking agent on behalf of the airline or service provider.
2. Our Role & Services
Floan facilitates bookings for flights and related services. We do not operate flights, provide travel services, or offer finance directly.
Roles are as follows:
- Floan – Merchant of Record and booking agent.
- Snap – the lender where finance/instalment products are chosen.
- Airline/Service Provider – responsible for the actual travel service.
Your contract for travel services is with the airline; any finance contract is with Snap.
3. Payment Terms
You authorise Floan to charge your chosen payment method at the time of booking.
All payments are processed in GBP (£), unless otherwise stated. Currency conversion fees may apply if your card is issued in another currency.
Where finance/instalment options are selected, payment terms (including APR, repayment schedule, and fees) are set out in your agreement with Snap, the lender.
Floan may charge a booking or service fee, which will be displayed before checkout.
4. Refunds & Cancellations
Refunds are subject to the fare rules of the airline or service provider. Many fares are non-refundable and non-transferable.
Floan processes refunds strictly in line with the airline’s policy and will return any eligible funds once received from the airline. Refunds may take up to 14 days from receipt by Floan.
Once the first leg of travel has been taken, refunds are generally not permitted. Loan repayments remain due even where a fare is non-refundable.
5. Disputes & Chargebacks
If you have an issue with your booking, please contact Floan first at customerservice@floan.co.uk.
We will investigate and escalate complaints as needed.
Floan reserves the right to contest chargebacks with card issuers where services were correctly delivered in accordance with these Terms.
6. Customer Responsibilities
You are responsible for:
- Providing accurate passenger details (names, passport numbers, travel dates).
- Ensuring you meet visa, health, and entry requirements.
You are liable for any costs or losses arising from incorrect information provided.
7. Changes & Amendments
Changes to bookings (dates, times, passenger details) are subject to airline rules and fees.
Floan may charge an additional service fee for processing amendments.
Involuntary changes (e.g., schedule changes by the airline) are handled according to the airline’s policy.
8. Liability
Floan is not the operator of flights or travel services. Delivery of the service is the sole responsibility of the airline or provider.
Floan is not liable for delays, cancellations, baggage issues, or service failures beyond our control.
Our liability, where applicable, is capped at the value of the booking, unless otherwise required by law.
9. Data Protection
Floan complies with the UK GDPR and Data Protection Act 2018.
We collect and use your data only to process bookings, payments, and related services.
Data may be shared securely with airlines, lenders, and service partners as necessary.
Please see our Privacy Policy below for more details.
10. Governing Law
These Terms are governed by the laws of England & Wales.
Disputes will first follow Floan’s internal complaints process. If unresolved, they may be referred to arbitration or mediation, and ultimately to the courts of England & Wales.
11. Contact
Floan Ltd
Email: support@floan.co.uk
Telephone: Contact Us
