Inquiries and reservations
1. Travel inquiries and travel product reservations can be made remotely via
information channel, in the office or to
addressed to a tour operator agent. It is necessary to process the inquiry
technical time. Various travel options are available,
accommodation and other services. The inquiry must be made by
adults who are also considered holders of the reservation.
2. The reservation of a tourist project goes through different states:
2.1. Requested - a customer number has been given, but the reservation has not yet been confirmed and booked.
2.2. Confirmed - for each reservation, a written confirmation is awaited from
the tour operator, owner of the package. After receiving confirmation of
the reservation, proceed to payment, according to the terms of the reservation.
The reservation is considered valid after confirmation by the tour operator.
The tour operator must confirm the booking within 24 hours of the enquiry.
2.3. Prepaid - the customer has made a deposit. A contract has been issued for
use of a tourist package. When the contract for
travel package is concluded remotely, at the customer's discretion
provides a standard form for providing the information
according to Appendix No. 1 to Art. 82, para. 1 ТZ, and if that is
impossible Appendix No. 2 to Art. 82, para. 1 TC - Standard form for
provision of information in relation to travel package contracts c
cases other than those included in and the information under para. 1, items 1 - 9 of art. 82 of the ZT.
The reservation is considered to be made after the prepayment.
2.4. Cancelled. Can be canceled at the stage claimed, confirmed, prepaid and
finalized.
2.5. Finalized - the customer has paid 100% of the price.
2.6. Fulfilled - the user has used the package in full or in part.
3. If a reservation is already prepaid and with a signed contract for the use of
tour package, but the tour operator has no way to confirm it, the tour operator
may offer the customer other options for transportation, accommodation or other services.
If the tourist does not accept the offered options, the contract is canceled and
the tour operator returns the deposit made to the tourist without penalty.
Feedback
4. The deposit for making the reservation is in the amount of 50%
from the total price of the tourist package. Payment is made in BGN,
by bank transfer and according to the official fixing of the BNB on the day of payment.
Final payment of the relevant travel package is made by the 21st
(twenty one) days before the departure date. They make an exception
the bookings made under early bookings and other promotions where
payments are made depending on the specific offer.
Regardless of the deposited deposit, in case of non-observance of additional payment deadlines, the tourist
loses the relevant early booking discount and the package price is recalculated
at prices valid at the time of booking.
5. Prices in catalogs, websites and other information channels
are indicative.
The information provided in the offices of the tour operator when signing the contract,
is used
with priority over that from other information sources.
6. The contract for a provided tourist package can be concluded and
in electronic form when it concerns a proposal published on the Internet
the page of a tour operator or travel agent, by placing a marker in a field
"I accept the general terms and conditions and the content of the travel package contract" and
in compliance with the relevant requirements of the Electronic Commerce Act and of
The Consumer Protection Act.
7. After concluding the contract, an increase in the package price is possible,
provided that the tour operator has notified the traveler in writing, including on
the provided email address for correspondence, but no later than 20 (twenty)
days before the date of travel, in case there is: a change in the cost of transportation
of passengers, which is due to a change in the price of fuel or others
energy sources, change in the amount of taxes and fees on
the tourist services concluded in the contract, imposed by a third party,
which does not directly participate in the implementation of the tourist package,
including tourist fees, landing fees or fees for
taking to or disembarking at ports and airports,
or exchange rates applicable to the travel package.
The package price reduction is possible if the same criteria are met.
8. When the price increase exceeds 8% of the total price of the tourist package,
within no later than 7 days from the date of notification,
the traveler has the right to accept the proposed change or to cancel
the contract without paying a penalty for termination.
In the event that he uses his right to terminate, the traveler has the right to
accept a substitute travel package of equal or higher quality,
if the tour operator offers one.
When the travel package contract is terminated and the traveler does not accept
substitute travel package, the tour operator refunds all payments,
which he received from the traveler or on his behalf, without unreasonable delay and
in all cases – no later than 14 (fourteen) days after the termination of
the contract.
9. If the Traveler has duly received the notification of the increase in the package fee
price in the sense of the present text, including the one specified by
him an email address for correspondence, but did not object within the specified period,
accordingly, he has not notified the tour operator which of his rights he uses,
the parties accept that the latter agrees with the change made,
and the traveler undertakes to pay the difference to the tour operator.
10. The traveler has the right to transfer the tourist contract concluded by him
another person's package, we exclude early bookings,
which meets all the requirements applicable to the concluded contract,
only after giving written notice to the tour operator of
the correspondence address for the same by letter with return receipt,
received by the tour operator no later than 10 (ten) days before the start
of the implementation of the tourist package. The person transferring
and the person to whom the travel package contract is transferred are
jointly liable for payment of the remaining part of the contract amount,
if any and any additional fees or other additional costs,
arising from the transfer. The tour operator informs the transferee
the travel package, for its actual costs, in connection with the transfer.
The tour operator does not guarantee the possibility of this happening if a hotelier or another
provider type do not confirm the change. In the case of packages,
where the journey is on scheduled flights and the ticket class is not
does not allow any corrections, then the user must purchase a new ticket
with price at the time of issue of the new one.
Early registrations and promotions
1. Early bookings are valid for booking and payment made in
within the dates, terms and conditions announced for each hotel. Early bookings
have different from the standard conditions and requirements. Most often, the discount for early registrations is made at
50% deposit 90 days prior to first service for aircraft program or 60 days prior to first service for other program. Most often the early bird discount
registrations is up to 10% of the price.
2. When booking with discounts for early registration, the traveler has the right to
change your travel date or transfer your travel to a third party
within 7 (seven) days from the date of conclusion of the contract.
In the event of non-compliance with the specified period, respectively after the expiry of the same,
changing the date of travel or ceding the rights to a third party
are paid by the traveler, according to the prices and conditions valid at the time of the change.
3. For reservations under the "early booking" package in case of travel cancellation and
impossibility to change the date of travel after the expiration of
7 (seven) days from the date of conclusion of the contract, the traveler booked and
who paid for an early registration package loses 100% (one hundred percent) of the amount deposited.
4. For loyal customers, there is a discount of 5% of the price of one required product in the previous calendar year and 10% of
the price for two or more products consumed in the previous calendar year.
Visa regime
1. The tour operator undertakes the obligation to prepare, secure and implement
the tourist package, and the traveler, on his part, is obliged to provide full
assistance by providing the necessary documents to carry out the trip.
The traveler is responsible for the validity of the documents required for travel - passport and/or identity card.
2. For trips to countries for which visas are required for Bulgarian citizens,
the tour operator is obliged to provide information in writing or in another appropriate way
manner, including approximate timelines for obtaining visas and information
about the health requirements of the chosen country for travel.
The tour operator does not guarantee obtaining a visa in countries with a visa regime.
The traveler is responsible for regularity, validity and accuracy
layout of your foreign passport. Travelers with passports, different
from Bulgarians, are obliged to inform themselves about the visa regime in the country,
which they want to visit through Bulgaria.
Rights and obligations of the parties. Insurance
1. The tour operator undertakes to provide in accordance with the terms of
the tourist services contract for which the user has paid.
The tour operator is obliged to notify the user directly or through its agent
to change some of the existing clauses of the contract within two days
from the occurrence and, but not later than 10 days before the start date of the trip.
In this case, the user can accept the changes, which is authenticated with
an additional agreement to the contract that specifies their impact on the price,
or to repudiate the contract without paying penalty or compensation.
2. The tour operator has the right to cancel the trip if the minimum number of tourists is not collected for the selected program,
7 days before travel. In this case, another date, an alternative program will be offered or it will be returned
the deposited amount without penalties within 7 days.
3. In case of force majeure, the tour operator reserves the right to move or change individual elements of the tourist program.
4. The tour operator reserves the right to cancel a trip in case of force majeure: acts of war, natural disasters, strikes, epidemics and others
events posing a threat to the user and to promptly notify him of the cancellation of the trip. If these events occur during
stay, the tour operator reserves the right to cancel the trip and take all necessary measures to change the route.
5. The tour operator reserves the right to unilaterally refuse to perform the contract without paying penalties in the event that the user does not comply
the rules established by the representatives of the tour operator or accommodation facilities: caused damage to public facilities,
vehicles or third parties or commit hooligan acts, whether or not related to alcohol or drug intoxication.
This is proven by a protocol from officials present on the spot or other tourists. In this case, the user is
responsible for his onward accommodation and return journey at his own expense.
6. The tour operator is not responsible and does not pay fines if the border services refuse to allow the user to enter the territory
of a given country, in case of stolen, lost or forgotten property, in case of force majeure.
Force majeure means: bad weather conditions, complicated road conditions, fires, floods, earthquakes and other natural disasters,
delays at border checkpoints, assistance to tourists, national or religious holidays, strikes, technical accidents, administrative acts,
vehicle defects, change of working hours of establishments and others.
7. The tour operator is not responsible for fully or partially unconsumed services due to the client not appearing at the place and time specified for departure.
8. The tour operator carries out the accommodation in the relevant vehicle according to
the order of registration and reserves the right to change the seats of the traveler
in order to accommodate mothers with children, pregnant women, the elderly and others
objective reasons.
9. The tour operator undertakes:
- to provide mandatory medical insurance to the traveler when it is
included in the package price, according to the standard conditions of the insurance company providing the insurance,
by providing the traveler with the original or a copy of the insurance policy
insurance policy before the start of the trip.
- to provide the traveler in a timely manner, before the start of the performance
of the tourist package, the necessary documents for the use of the tourist package
services included in the package, such as receipts, vouchers, tickets and others, as well as
information on scheduled journey times and where applicable –
information on boarding the vehicle, as well as the hours of
schedule of intermediate stops and transport connections.
10. The tour operator has the right not to fulfill his obligations under the contract without
bears no responsibility if the traveler does not make payments in the established
deadlines and thus showed bad faith in the performance of his duties.
11. When traveling abroad, the user undertakes to secure the necessary valid personal documents (passport abroad).
12. When a minor child travels outside the country, a notarized written consent of the parents is required.
13. The user undertakes to comply with the terms of the contract, the laws of the country in which he travels, the rules established by the tour operator
or in the means of accommodation.
14. The user can assign his trip to another person by notifying the tour operator at least 15 days before departure,
if the concession is not related to the issuance of visas or registered tickets.
15. The user may terminate his holiday or excursion during the duration and, but all costs arising from this are at his expense.
16. The tourist's failure to appear at the place of departure is considered a refusal to travel.
17. The traveler is obliged to pay for the additional services used by him, not entering
in the price of the tourist trip. Additional services not included
in the basic price of the tourist package, are requested and paid additionally
upon conclusion of the contract, as all conditions for the provision of these services
are described for each program. Unsolicited additional services cannot be
charged.
18. The traveler undertakes:
- to provide the necessary personal documents (valid foreign passport,
a valid identity card), formed in accordance with the laws of the visited country
country and the Republic of Bulgaria.
- to pay the amount in full and within the terms established in this Agreement
of tourist services.
- the traveler who intends to travel and stay in countries with
increased risk of infectious diseases, must undergo appropriate
prophylaxis according to international medical requirements.
19. At the traveler's request, the tour operator also insures him for other risks under
travel time. The traveler has the right to request for an additional fee Travel Cancellation insurance, being obliged to familiarize himself with it
personally and in detail with the conditions of this type of insurance.
20. Users who have reached the age of 65 are obliged to pay extra
the difference in the value of the insurance, which for those who have reached the age of 65
has a higher insurance premium.
21. Travelers over the age of 80 should insure themselves against an additional payment.
22. In cases where the contract is concluded through a travel agent, for information,
contacts, as well as in case of any problems and complaints the traveler may have
applies first to the travel agent and only if it is impossible to resolve them,
to the tour operator.
23. Contracts signed and concluded between the tour operator and persons representing
those traveling by operation of law or by authority, have the same force as
those concluded with the travelers.
Change and cancellation of the tourist trip
1. The tour operator reserves the right to change the carrier or airline with
others upon the occurrence of causes which make it impossible or inexpedient
the carrier or airline specified in the contract to fulfill its obligations.
2. The tour operator has the right to replace the hotel with one from the same hotel
or higher category, with the same or close location without changing the general
price paid by the traveler, in the case of a duplicate reservation,
closure of the respective hotel or last-minute reluctance of the hotel
to receive tourists.
3. The tour operator reserves the right to change the departure time in case of change of
carrier or airline, and to combine flights in the event of
other objective reasons that necessitate this and are beyond his will, such as
inform the traveler in a timely manner in a clear, understandable and visible way on a durable medium,
including by sending messages to the mobile phone left behind for
communication with the traveler, including by sending an electronic message.
4. In the event that the traveler decides to change hotels at his own will,
destinations, dates and/or mode of transport owes the following fees from the full amount of
the travel package:
4.1. The penalty-free change deadline is 30 days before the date
on departure; early bird bookings have their deadlines.
4.2. 25% of the total cost of the trip if the change is made from 29 to 20 days
before the departure date; reservations by early registrations are with the deadlines
to them.
4.3. 50% of the total cost of the trip if the change is made by
19 to 10 days before the departure date; reservations earlier enrollments are
with the deadlines for them.
4.4. 75% of the total cost of the trip if the change is made 9 and
fewer days before the departure date.
5. In the absence of a minimum number of participants (if such is indicated in the relevant offer)
the traveler is offered individual travel at an additional cost,
reorientation for another group, route, date and others within 14 days before
the date of departure. With the same notice period the tour operator
has the right to cancel the trip in full by refunding the full amount of
the traveler without incurring penalties and/or compensation.
Liabilitis of the parties and penalties
1. The traveler has the right to terminate the travel package contract at any time
time before the start of the implementation of the tourist package with the corresponding penalties.
2. When the traveler cancels the trip and terminates the contract within the term
within three working days of registration, he is obliged to pay a penalty -
a penalty of BGN 50 per person for the reservation fee if the package is not according to the terms of
early registrations. In case of cancellation of the trip and termination of the contract,
on the part of the traveler, after the expiration of the three-day period
the traveler undertakes to pay the tour operator the following fees which
the parties agree as the amount of the penalty for termination at standard
reservations (these deadlines are not valid for early bird reservations,
promotional offers as well as those up to 39 days before launch, i.e. "last minute",
where terms specific to the particular offer apply):
2.1. Up to 60 days before flight programs and up to 30 days before other programs - no penalty is due.
2.2. From 59 to 30 calendar days before the date of first service for flight programs and from 29 to 20 days before the date of first service
for all other reservations - 25% of the total price of the package.
2.3. From 29 to 20 days before departure for flight programs and from 19 to 10 days before the date of first service for all other bookings - 50% of the total price of the package.
2.4. From 19 to 14 days before departure for the flight programs and from 9 to 5 days before the first service of all other programs - 75% of the total value of the package.
2.5. Less than 14 days before departure for flight programs and less than 5 days before departure for all other bookings - 100% of the total price of the package.
2.6. In case of cancellation of a reservation paid for via the Internet by credit or debit card, the customer also owes an additional penalty, if any, depending on the terms of electronic payments.
3. Every passenger is informed about the possibility to make an additional one
trip cancellation insurance through which insures the amounts paid in
case of unforeseen personal circumstances that could frustrate the trip.
In this case, the insurer pays all amounts paid to the client in accordance with
the terms of the insurer.
4. The traveler has the right to terminate the contract before the start of the performance of
the travel package without paying any cancellation fee, c
case of force majeure and extraordinary circumstances occurring or occurring
at the place of destination or in close proximity to it,
which significantly affect the performance for the travel package,
the traveler is entitled to a full refund of all payments made for
the travel package, but is not entitled to additional compensation.
The traveler can exercise this right if the official certifying authority
of the respective country declares with the relevant official document
the presence of insurmountable and extraordinary circumstances.
5. In the event that the traveler terminates his vacation/excursion during the duration and
of his own volition, as a result of his own personal reasons and own decision,
all additional costs, including transport costs, are at his expense.
In this case, there can be no claims for the return of part of the value of
the requested services.
6. When establishing the submission of documents with incorrect data and failure to comply with
deadlines by the user, the tour operator has the right to cancel the trip,
deducting as a penalty 100% of the amounts paid under the contract.
7. If the border services refuse to allow the traveler to enter or leave
from or in the relevant country, the tour operator is not responsible and does not owe
refund of the amount paid for the tourist trip.
8. In case of force majeure, if it is recognized as such by the receiving company -
co-contractor of the tour operator and the carrier and they reimburse the tour operator
the amounts paid for the relevant tourist trip, after the actual admission
of the amounts on the accounts of the tour operator, he undertakes to reimburse them to the traveler.
9. The tour operator is not responsible for changing the date, time or cancellation of
flights due to weather or force majeure.
10. The tour operator is not responsible to the tourist for lost items under
travel time or at the hotel, missed flights and others that are personal
responsibility of the tourist. The traveler is obliged to comply with the general conditions for
internal order at the hotel and the airline during travel and your stay there.
Complaints
1. The user can make a complaint about the organization and performance of the contract in writing on a paper document or by e-mail.
Complaints are accepted up to 14 days after returning from the excursion or vacation. A signed protocol is required for the complaint
by the tourist and by the tour operator or representative of the host agency. The tour operator notifies the client of its response within 10
working days from filing the claim.
2. All disputes concerning the implementation of this contract shall be resolved
by mutual agreement of the parties. In the event that consent cannot be
reached, they will be referred to a competent Bulgarian court,
alternatively according to the rules of the Travel Package Contract,
regarding the information provided by the Tour Operator to the User for
resolving disputes outside the relevant court, including in an alternative manner
dispute resolution.
3. The user has the right to send messages, requests or complaints in connection
with the execution of the travel package directly to the tour operator or to
the travel agent from whom he purchased the travel package.
4. The tour operator may refuse to reduce the price for the time, in
which there was a discrepancy of the services provided with the contract
for the travel package when it proves that this discrepancy is
owed to the user.
5. The tour operator is obliged within 30 days after receiving the complaint
to give his opinion on it to the user.
Protection of personal data
1. The tour operator processes personal data of its customers,
to provide the products and services they have requested and used,
to fulfill the contractual and pre-contractual obligations and to enjoy the rights and
obligations under the contract, such as social security number, telephone number, names, data from a document
for identity, contact details, including those that are published
on the contact form on the tour operator's website,
email addresses for correspondence. The processing of personal data is linked
only by exercising the rights of the party having the status of user,
и на лицата, от името на които се сключва договорът за организирано пътуване,
като туроператорът спазва изискванията на
европейското и националното законодателство.
2. Туроператорът не обработва лични специални категории данни, като генетични,
биометрични и други чувствителни данни, с изключение на данни за
здравословното състояние за целите на правоотношението, ако такива са необходими.
3. With the acceptance of these General Terms and Conditions, it is considered that the user
signs the Declaration - consent to the processing of personal data, an integral part
from the Contract signed by him and the general conditions to it.
4. Copy of a valid tour operator liability insurance policy,
preliminary information about the relevant trip before binding to the contract,
a copy of flight and other useful information relating to each person's journey
one, are given a few days before departure together with the full set of
documents - accompanying accommodation vouchers, flight information,
insurance and others.
Changes and additions
1. This contract can be amended, supplemented or canceled only with
bilateral written annexes and in compliance with the Tourism Law.
2. The provisions of the Tourism Act apply to unsettled clauses of the contract,
of the Commercial Law, the Law on Obligations and Contracts and in force
legislation of the Republic of Bulgaria.