TERMS AND CONDITIONS OF SALE
These general terms and conditions of sale govern the sale of tourist packages or travel services offered on the www.voyager-en-georgie.com website, exclusively in cases where they expressly stipulate it, the sale of air-only flights.
They were drawn up to set the conditions for the organization and sale of travel and holidays. They take account of European regulations and international conventions, particularly in the field of air transport.
They are brought to the customer’s attention before signing the sales contract.
The customer acknowledges having read these General Terms and Conditions of Sale, the conditions specific to the travel supplier concerned and the description of the service chosen on the Site.
The customer also acknowledges having read, before confirming the booking of the holiday, the standard information form on essential rights available at the end of the general terms and conditions (standard information form for package travel contracts and standard information form for travel service contracts (excluding air-only flights)).
The descriptive sheets appearing on the site, the conditions of sale and the standard information forms summarizing the traveler’s rights are intended to inform customers, prior to placing their order, in particular about the main characteristics of the services offered relating to transport and the stay, the contact details of the retailer and the organizer, the price and terms of payment, the conditions of cancellation and termination of the contract, insurance and border crossing conditions.
The customer is invited to refer to the description of the chosen trip or stay.
The parties expressly agree that Voyager-en-Géorgie may make changes to the pre-contractual information appearing on the Site, in particular to the price and content of transport and holiday services, the identity of the air carrier, as well as to the opening and closing dates of hotels, tour itineraries, etc.
The Site is updated several times a day and the prices displayed may change according to the updates. The applicable price is the price in force at the time of registration for the trip concerned and is confirmed to the customer before final acceptance.
Some offers on the Site have a validity date: the customer must therefore check this date.
1. BOOKING PROCESS FOR TOURISM SERVICES
1.1. The Site presents tourist services developed by various suppliers referenced by VOYAGER EN GEORGIE, such as tour operators, hoteliers, carriers (airlines, cruise lines, coach operators, etc.) or offered by itself (guide, car, etc.).
For any service offered on the Site, the terms and conditions of sale specific to each travel supplier concerned by the service booked are summarized by Voyager en Géorgie in its contract with its customer. These conditions include provisions concerning payment, cancellations or changes to reservations, refunds, the obligations of the parties to the contract and liability.
1.2. In order to finalize the sales contract, the customer is sent to the website www.voyager-en-georgie.com which is managed by the agency Voyager en Géorgie at 69 Sanavardo street 0104 Tbilisi – georgie
This agency is therefore the customer’s sales contact, responsible for the proper execution of the contract.
In the present conditions, “the Site” or “the Agency” refers to the Sales Agency responsible for the customer’s reservation file and travel contract.
1.3. The Site therefore acts as an intermediary:
– the customer enters into a contract with VOYAGER EN GEORGIE located at 69 sanavardo street 0104 Tbilisi – Georgia.
Customers make their requests using the online quotation and booking forms, which will confirm the price of the services chosen.
After confirmation by the Site, the customer will in turn confirm his reservation and proceed to pay the full price of the service online using his credit card or a paypal account.
The customer does not benefit from the right of withdrawal for the purchase of tourist services online.
The customer will receive a confirmation e-mail from the Site. The confirmed booking form corresponds to the travel contract and includes the description of the service and its essential characteristics, as well as the price and the cancellation, modification and insurance conditions chosen by the customer.
In the event of cancellation or modification, airlines may at any time require tickets included in the package to be issued or paid for in advance, without refund. In this case, or if the customer requests the early issue of his ticket, the conditions of modification or cancellation of the package may be modified: The Site will inform the customer.
The services offered on the Site are updated as soon as they are communicated by the suppliers; the reservation can only be considered definitive after confirmation by the VOYAgER EN GEORGIE Travel Agency.
3. SERVICES AND PACKAGE PRICES
The descriptions of our trips and stays expressly state what is included in the price.
The prices quoted in the travel contracts have been calculated on the basis of exchange rates, air fares and ground services known at the time the contract was signed. They are communicated in real time when they are published on the Site.
The prices quoted are indivisible and any renunciation of services included in the package or any interruption of the trip by the customer (even in the event of hospitalization or early repatriation), will not give rise to reimbursement, except in the case of specific insurance.
The prices shown are all-inclusive prices per person, based on a double room, including VAT, and are denominated in euros. They must be confirmed by the Travel Agency at the time of registration. Prices are calculated on a lump-sum basis according to the number of nights, not days.
They include air, sea and land transport, transfers as indicated in the itineraries, taxes known on the day of registration, booking fees, accommodation, visits and excursions included in the program and not mentioned as optional.
Unless specifically mentioned on the travel contract, prices do not include visa and passport fees, tips and gratuities, personal expenses and optional baggage, cancellation and assistance insurance, drinks, nor certain mandatory services such as local taxes, New Year’s Eve or special occasion supplements, visa fees, etc. The Site accepts no responsibility for personal purchases made on site.
All occupants of the same room must subscribe to the same pension.
Full payment for all tickets, insurance and car hire is required at the time of booking, using the payment methods indicated on the Site.
4. MEANS OF PAYMENT
The customer will pay the full price of the service online by credit card or paypal . In some cases, customers can pay in 3 or 4 instalments.
4.1. Payment in 3 or 4 instalments
In certain cases, the customer may pay in 3 or 4 instalments under the conditions specified below. This payment method can only be used to pay for tourist packages. Dry flights are excluded from this payment method.
The “payment in 3 or 4 X” option allows certain web site customers to pay for their purchases in three or four instalments (three or four monthly instalments) with their bank card, although the total payment must be made before the start of their stay.
When you choose to pay for your order by “payment in 3 or 4 X” by credit card, you must confirm this choice using the “double-click” technique: in other words, after selecting the “payment in 3 X by credit card” or “payment in 4 X by credit card” mode on the merchant site’s payment method page, you must read the present “payment in 3 or 4 X” general terms and conditions and notify your electronic acceptance of said payment and the present general terms and conditions by clicking on the “validate” button.
You acknowledge that the “double click” associated with the acknowledgement that you have read the general terms and conditions constitutes consent to contract and irrevocable acceptance without reservation of these general terms and conditions. Your contract will be automatically archived by Banque du Groupe Casino and you may access it upon written request.
4.2 Contract performance :
a) By validating the “3 X or 4 X payment” request, you request the immediate execution of the present contract without waiting for the expiration of the withdrawal period as provided in article 5 below.
b) If you fail to pay, the agency reserves the right to cancel your contract without refund.
5. Withdrawal of acceptance: Onceyou have accepted this contract, you may withdraw from it by sending an e-mail to email@example.com within 7 calendar days of accepting these terms and conditions. Under no circumstances will the exercise of this right of withdrawal give rise to registration in a file.
If you have exercised your right of withdrawal, you undertake to pay for the sale directly to the merchant in accordance with the terms and conditions stipulated in the site’s General Terms and Conditions of Sale.
4.3. Proof: The parties agree that, in the absence of proof to the contrary, all data, files, recordings or transactions received and/or stored on the merchant site or on any other computer or electronic medium used by TBC Bank and the merchant, in particular from the transaction screens, as well as their reproduction on any other medium, constitute proof of all transactions between you and TBC Bank.
4.4. Collecting and communicating information – Sharing banking secrecy :
a) Data controller: Personal data collected as part of the “3 OR 4X payment” is collected by TBC Bank, which is the data controller within the meaning of Regulation (EU) 2016/679 of the Parliament and of the Council of 27 April 2016 on the protection of individuals with regard to the processing of personal data and on the free movement of such data, and repealing Directive 95/46/EC (the “GDPR”).
b) Purposes of personal data processing and legal bases: Your personal data are processed by TBC Bank for the following purposes:
d) Sharing of banking secrecy: In the context of preventive risk management and collection, your personal data may be communicated to TBC Bank, but this payment does not constitute a credit, in the sense that full payment must be made before departure.
e) Please be informed that Georgia is outside the European Union: Your personal data may also be communicated to service providers and agents located outside the European Union for the management and execution of this offer. Prior to any transfer of personal data outside the European Union, TBC Bank ensures that it is contractually bound to these service providers and agents in order to provide appropriate guarantees, in particular by means of the standard data protection clauses adopted by the European Commission. You can obtain a copy of these standard clauses by contacting our Data Protection Officer by e-mail at the following address: firstname.lastname@example.org
f) Retention periods: Your personal data will be kept for the entire duration of the contractual relationship, until the expiry of the statute of limitations for all actions relating to the conclusion and performance of the contract, or to satisfy any obligation imposed on the Lender in connection with the processing of such data, whichever is the longer, i.e. five years from the end of the contractual relationship.
g) Payment incident: In the event of a payment incident, information concerning you may be entered in the personal credit repayment incident file managed by the Banque de France.
h) Your rights: In accordance with the French Data Protection Act and the RGPD, you have the right to access, rectify, delete and object to the processing of your data. You also have the right to formulate specific or general directives concerning the conservation, deletion and communication of your post-mortem data. You may exercise all these rights by sending an e-mail email@example.com or by post to : VOYAGER EN GEORGIE 69 Sanavardo street 0104 TBILISI Georgia.
4.5. Consumer Affairs – Mediation : If you have any queries, or if you are not satisfied with the answers you receive from your usual contact, you can send your complaint in writing to Voyager en Géorgie 69 Sanavardo street 0104 Tbilisi – Georgia.
4.6. Applicable law : these terms and conditions are governed by the laws of georgia. Any dispute relating to these terms and conditions shall be subject to the exclusive jurisdiction of the Georgian courts.
Should one or more clauses of these General Terms and Conditions become null and void as a result of a change in legislation or a court decision, this shall in no way affect the validity of the other clauses, which shall remain applicable.
(END OF GENERAL TERMS AND CONDITIONS OF SALE FOR PAYMENT IN INSTALMENTS)
5. PRICE ADJUSTMENT
Price revisions for tourist packages are subject to the terms and conditions of sale of each supplier, which are communicated to the customer at the time of booking and indicated on the sales contract.
Contract prices may be revised upwards or downwards to take account of variations in transport costs (fuel/energy), royalties and taxes, and exchange rates. You will be informed of any increase in the total package price no later than 20 days before departure. This increase will be applied in full to the portion of the price concerned. For any increase of more than 8%, you will receive an email detailing the price change, its impact on the package price, the choice of accepting or refusing within a reasonable period of time, and the consequences of failing to respond.
6. PROMOTIONS AND LAST-MINUTE SALES
Promotions and last-minute sales (VDM) are sometimes offered. It is therefore possible that for an identical trip, certain fares may differ depending on the booking period. Customers who have paid the higher rate will under no circumstances be entitled to a retroactive refund, corresponding to the difference between the price paid and the promotional price. Discounts cannot be combined with special offers.
7. ADMINISTRATIVE AND HEALTH FORMALITIES
The Site informs customers who are French or European nationals that they must make their own arrangements regarding police and health regulations applicable at any time during the trip. It is the customer’s responsibility to ensure that he/she and the persons registered for the trip comply with all police, customs and health formalities required for the trip.
It is not the Site’s or the agency’s responsibility to provide this information or to question customers about their nationality.
General information is available on the www.diplomatie.gouv.fr website (under the heading “Conseils aux voyageurs”) concerning entry and residence conditions in each country, as well as health requirements.
Non-European or non-EEA foreign nationals should contact their consular authorities, on their own responsibility, to find out about the formalities required for the planned trip and the time needed to complete them, depending on the date of departure.
If the trip involves under-age children, it is the parents’ responsibility to comply with the instructions given to them; each child must carry valid personal identification with a photograph.
If you are traveling abroad, please note that minors residing in France and traveling unaccompanied by their legal guardians must bring with them an identity document and a form for authorization to leave the country (CERFA n°15646*01), which can be downloaded from the website : https://www.formulaires.modernisation.gouv.fr/gf/cerfa_15646.doand a copy of a valid identity document for the legal representative signing the form.
Family registers are not identity documents.
It is your responsibility to provide the Agency with contact details for the unaccompanied minor’s place of stay.
Under no circumstances can the Site replace the individual responsibility of customers, who are responsible for obtaining all formalities before departure (passport generally valid for 6 months after the date of return from the trip, visa, health certificate, etc.) and throughout the trip, including compliance with customs formalities in countries regulating the export of objects.
Failure to comply with formalities, the impossibility for a customer to present valid administrative documents, whatever the reason, leading to a delay, refusal to allow the customer to board or prohibition to enter foreign territory, remain the responsibility of the customer, who retains responsibility for any costs incurred, without the Site reimbursing or replacing the said trip.
Customers must take particular care – under their sole responsibility – to ensure that the first and last names given at the time of booking and confirmed at the time of concluding the travel contract are consistent with the details on their valid identity papers (customary name, married name, etc.).
8. TRIP DURATION
Trip duration includes departure and return days, from airport departure time on the day of departure to flight landing time on the day of return. Unless otherwise specified, and given the often unpredictable flight schedules, the first and last days of the trip should be considered to be devoted to transport, and will not include any services at the place of stay. On certain dates, two- or three-week stays on special flights may not be available for sale, or may be offered in limited numbers.
If booked without flights, the duration of the trip includes the days of arrival and departure from the airport, from the time of landing on the day of arrival to the time of takeoff on the day of departure.
The classification of hotels by stars or by category presented on the Site is always the result of decisions made by tourism authorities, according to local standards which may differ from French or international standards.
International hotel practice dictates that participants take possession of their rooms from 2 pm and vacate them by noon, regardless of their time of departure or arrival.
Single rooms are often smaller and less conveniently located in the hotel than other rooms, although a supplement is charged for this. In most hotels, triple rooms are double rooms with an extra bed. This formula, which avoids the payment of a single room supplement for the third person, does have a few drawbacks, notably in terms of the space available in the room. They are not recommended for three adults.
In the case of half-board stays, each night spent on site corresponds to one breakfast and one dinner. Thus, in the event of late arrival and early departure, no meals will be provided on the first and last days. The same applies to full-board stays.
In the event of theft from hotels, the Site’s liability will be limited. Hotels generally have safes (free or for a fee) which we recommend you use.
Access to hotel discotheques is forbidden to persons under 18. Identification may be required.
The “All Inclusive” package allows unlimited consumption of certain alcoholic beverages for adults. Alcohol abuse is dangerous. The Site cannot be held responsible for the behavior or accidents of intoxicated customers.
The activities and leisure activities offered by the hotels may present risks for which the Site cannot be held responsible in the event of an accident.
The images displayed on the Site are provided for illustrative purposes only: The Site does not guarantee that they always correspond exactly to the services booked by the customer (for example: image of a superior category room in the product description when the customer has booked a standard room; sea view when the room is located elsewhere, etc.).
10. AIR TRANSPORT
Conditions of carriage are indicated on the back of the ticket or communicated at the time of issue.
Conditions of carriage and fare conditions can be consulted on each airline’s website.
All timetables are given as an indication as soon as they are available and are subject to change, even after confirmation by the airline. Given the increase in air traffic, events beyond the Site’s control (strikes, technical incidents, flight delays) may occur and may be governed by European Regulation no. 261/2004 of February 11, 2004 concerning denied boarding, cancellations and long delays of flights, the limitations of which may benefit the Site. A change of airport can happen in any city. A technical or additional stopover may be scheduled by the airline without the Site having time to inform customers.
The consequences of accidents or incidents that may occur during the performance of air transport are governed by the Warsaw Convention of October 12, 1929, as amended, and the Montreal Convention of May 28, 1999, whose limitations of liability could benefit the Site in the event of its liability being invoked.
The list of airlines used in the proposed trips is provided.
Confirmation of the airline’s identity will be sent to the customer at the time of registration and no later than 8 days before departure. Changes may be made before departure, and the customer will be informed at the latest when boarding.
For charter flights lasting two hours or less, no meals will be served on board. On some flights, alcoholic beverages are subject to a charge.
In accordance with European Regulation n°1107/2006, customers with a disability or reduced mobility requiring special attention, due to their physical or intellectual condition or age, must inform the Site before booking, and no later than 48 hours before the published departure time of the flight. The Site or the air carrier may advise against or refuse to book a trip including air transport for a customer with a disability or reduced mobility, if safety requirements or the configuration of the aircraft make such transport impossible. The Site or the air carrier may also require the customer to be accompanied by a person capable of providing assistance.
If you don’t use your plane ticket, you can request a refund of the airport taxes associated with it. Reimbursement will be subject to a charge equal to 20% of the amount reimbursed, except in the case of online requests. Refunds of taxes in the event of non-use of the ticket are also possible in the case of flight-only sales.
If a customer finds that a service is not provided as planned, in order to avoid any inconvenience for the duration of his stay, he must immediately notify the local representative of the travel supplier with whom he has contracted, or the tour leader present, in order to settle the dispute on the spot. Observations on the progress of the trip must reach the Agency concerned within 30 days of return, by e-mail with acknowledgement of receipt, accompanied by the appropriate supporting documents. Failing this, the file will not be given priority.
Any questionnaires provided by the service provider or supplier at the end of the trip are intended solely for statistical purposes. Under no circumstances may they be considered as part of the customer’s after-sales file.
12. PERSONAL EFFECTS
The Agency cannot be held responsible for loss, theft or damage to luggage or personal effects during the trip. In the event of a problem, customers are advised to lodge a complaint with the relevant local authorities.
In the case of air transport, airline liability is limited or excluded in the event of loss, damage or delay of baggage, in accordance with the aforementioned Warsaw and Montreal conventions; these conventions may also benefit the Agency in the event of its liability being invoked.
Any claim must be lodged immediately at the airport by the customer with the carrier or the airport as soon as the damage has been ascertained.
Luggage insurance is not included in the prices of services offered on the Site.
IMPORTANT: if you are taking medication, keep it with you in your hand luggage (with prescriptions) and do not leave it in the hold. We also recommend that you keep valuables such as cameras, camcorders, eyeglasses, apartment and car keys, jewelry, etc. in your carry-on baggage if they are allowed in the cabin and within the weight limit authorized by the carrier. In addition to the items already prohibited, passengers must comply with the new restrictions on liquids contained in cabin baggage introduced on November 6, 2006; at security checks, passengers must separately present a closed transparent plastic bag measuring approximately 20cm by 20cm (bottles and tubes of up to 100ml each).
The Agency holds the legal and administrative authorizations issued by the competent Georgian authorities, guaranteeing customers the proper execution of the services purchased.
The Agency and the supplier are responsible for the proper execution of the planned services and are required to provide assistance to the traveler in difficulty. In the event that the suppliers are held liable in their own right, the limits of compensation resulting from international conventions will apply; failing this, and except in the case of personal injury, intentional damage or damage caused by negligence, any damages are limited to three times the total price of the trip or stay.
In the case of tourist packages or the sale of isolated services (e.g. car rental only), liability cannot be incurred in the event of contractual non-performance on the part of the customer, in the event of the unforeseeable or unavoidable act of a third party unrelated to the provision of travel services, or in the event of exceptional and unavoidable circumstances. The strict liability provided for in the aforementioned article does not apply to the sale of single flight tickets.
The Site cannot be held responsible for changes to dates, schedules or itineraries, changes to the return airport, the cancellation or modification of part of the program caused by external events such as strikes without prior notice, technical incidents, air overloads, bad weather, epidemics, flight changes or any other case of force majeure, the actions of third parties not involved in the provision of the services provided for in the contract or the poor performance of the contract attributable to the customer.
For reasons relating to the period, the number of guests or decisions made by the hoteliers on site, it may happen that there is insufficient equipment on site or that certain activities have to be suspended.
The Site shall in no way be held liable for any incident arising from services purchased directly on site by the customer from an external service provider or resulting from the customer’s personal initiative.
The Agency informs the customer of the specific cancellation, assistance and repatriation insurance conditions prior to confirmation of the travel reservation, by means of a link to the said conditions which the customer may print out.
At the latest at the time of registration, the customer can take out a specific insurance contract with two options: Multirisk or Cancellation.
If the customer provides proof of a previous guarantee for the risks covered by the insurance taken out, the customer may cancel this insurance free of charge within a period of fourteen (14) days and for as long as no guarantee has been implemented.
The customer may choose not to take out any additional insurance.
15. CANCELLATION POLICY
a. Cancellation by the customer
The travel contract is not subject to a right of withdrawal.
Any cancellation request from the customer must be made either by telephone to the Agency number shown on the website and will incur, for any trip or stay, except under specific conditions, cancellation fees indicated in the contract.
In the event of cancellation of any service, the insurance premium, visa fees where applicable, booking fees and ticketing fees are non-refundable.
b. Cancellation by a travel supplier
If a travel supplier decides to cancel the trip or stay before departure, the customer will be notified by any means capable of acknowledging receipt. If an amicable agreement on a substitute trip or stay proves impossible, Voyager en Géorgie shall offer a substitute or refund the customer if no agreement is reached.
When a minimum number of participants is required for the realization of a tour or a trip and this number is not reached, the Site informs the customer:
The customer will then be offered an alternative solution at the current rate, or a full refund of the sums paid, but will not be entitled to any compensation.
16. AMENDMENTS TO THE CONTRACT
a. Customer modifications
A postponement or change of destination is generally considered as a cancellation (see Article 15). A change of name is not considered as a modification, but as an assignment of the contract, and therefore involves the fees set out in Article 17. No refunds will be made for any changes to services made by the customer on site (e.g. shortened stay), nor for any services not used.
b. Modifications by a travel supplier
If, prior to departure, an external event imposing itself on a travel supplier forces it to modify an essential element of the contract concluded by the Agency with the customer, the Site will notify the customer by any means enabling acknowledgement of receipt, as quickly as possible and will make proposals (modification of the trip or substitute trip).
17. ASSIGNMENT OF CONTRACT
You have the option of transferring the contract to a person meeting the same conditions as you, as long as the contract has not yet taken effect and up to 7 days before departure, by giving the agency reasonable notice. You and the beneficiary of the assignment remain jointly and severally liable for payment of the balance of the contract and any assignment fees communicated to you.
However, the customer may not assign his or her insurance contract(s).
Furthermore, in the case of air travel, if the ticket is issued, it cannot be exchanged or reimbursed by the airlines. Consequently, the transfer of the travel contract may be treated as a cancellation, generating the charges stipulated in the supplier’s Conditions of Sale.
18. APPLICABLE LAW
Contracts concluded between the Agency and the customer are subject to Georgian law.
19.STANDARD INFORMATION FORMS
20.1 Standard information form for package travel contracts
The combination of travel services offered to you is a package
The Travel Agency and the Supplier shall be fully responsible for the proper execution of the package as a whole.
Essential rights under Directive (EU) 2015/2302 transposed into the Tourism Code
Travelers will receive all essential information about the package before entering into the package tour contract.
Both the organizer and the retailer are responsible for the proper execution of all travel services included in the contract.
Travelers are provided with an emergency telephone number or point of contact to reach the organizer or retailer.
Travelers may transfer their package to another person, subject to reasonable notice and possible additional charges.
The package price may only be increased if specific costs increase (e.g. fuel prices) and if this possibility is explicitly provided for in the contract, and in any case may not be changed less than twenty days before the start of the package. If the price increase exceeds 8% of the package price, the traveler may cancel the contract. If the organizer reserves the right to increase the price, the traveler is entitled to a price reduction in the event of a reduction in the corresponding costs.
Travelers may cancel the contract without paying cancellation fees and receive a full refund of payments made if any of the essential elements of the package, other than the price, undergoes a significant change. If, prior to the start of the package, the professional responsible for the package cancels it, travelers have the right to obtain a refund and compensation, if applicable.
Travelers may cancel the contract without paying a cancellation fee before the start of the package in the event of exceptional circumstances, for example if there are serious safety issues at the destination that are likely to affect the package.
In addition, travellers may cancel the contract at any time prior to the start of the package, subject to payment of an appropriate and justifiable cancellation fee.
If, after the start of the package, important elements of the package cannot be provided as planned, appropriate alternative services must be offered at no extra charge.
Travelers may cancel the contract without paying a cancellation fee if the services are not performed in accordance with the contract, the package is significantly disrupted and the organizer fails to remedy the problem.
Travelers are also entitled to a price reduction and/or compensation in the event of non-performance or poor performance of travel services.
The organizer or retailer must provide assistance if the traveler is in difficulty.
20.2. Standard information form for travel service contracts (excluding dry flights)
The Travel Agency and the Supplier shall be fully responsible for the proper execution of the travel service.
Travelers will receive all essential information about the travel service before concluding the travel contract.
Both the service provider and the retailer are responsible for the proper execution of the travel service.
Travelers are given an emergency telephone number or point of contact to reach the service provider or retailer.
Travelers may assign their travel service to another person, with reasonable notice and possibly subject to additional fees.
The price of the travel service may only be increased if specific costs increase and if this possibility is explicitly provided for in the contract, and in any case may not be changed less than twenty days before the start of the trip. If the price increase exceeds 8% of the price of the travel service, the traveler may cancel the contract. If the service provider reserves the right to increase the price, the passenger is entitled to a price reduction in the event of a reduction in the corresponding costs.
Travelers may cancel the contract without paying cancellation fees and receive a full refund of payments made if any essential element of the contract, other than the price, undergoes a significant change. If the professional responsible for the service cancels it before it begins, travellers can obtain a refund.
Travelers may cancel the contract without paying a cancellation fee before the start of the service in the event of exceptional circumstances, for example if there are serious safety problems at the destination that are likely to affect the trip.
In addition, travellers may cancel the contract at any time prior to the start of the trip, subject to payment of an appropriate and justifiable cancellation fee.
If, after the start of the trip, important elements of the trip cannot be provided as planned, appropriate alternative services must be offered at no extra charge.
Travelers may cancel the contract without paying a cancellation fee if the services are not performed in accordance with the contract, if this significantly disrupts the trip and if the service provider fails to remedy the problem.
Travelers are also entitled to a price reduction and/or compensation in the event of non-performance or poor performance of the travel service.
The service provider or retailer must provide assistance if the traveler is in difficulty.
If the service provider or retailer becomes insolvent, the amounts paid will be refunded.