Traveler Contract - Payment conditions; Penalties; Observations; Complaints; Compensations
III. Contract price and payment methods
3.1. The contract price consists of the cost of actual tourist services, the reservation processing fee, the Agency's commission and possibly VAT (in cases where applicable).
3.2. Payments will be made in installments, as follows:
rate1 within 3 days confirmation date
rate2 on the expiration date of the early booking discount offer
rate3 no later than 20 days before the date of commencement of services
3.3. Payments will be made based on invoices issued by the Agency, in the currency specified in the contract or in LEI at the sale rate of Banca Transilvania on the date of payment, displayed at https://www.bancatransilvania.ro/curs-la-casele-de -Exchange/.
3.4. The booking processing fee is 30 EUR / person and is part of the contract price; In the event of cancellation of the reservation, if the Traveler requests a refund of the amounts paid, the Agency is entitled to withhold the booking processing fee, as follows:
a) if the cancellation initiative belongs to the Traveler, then the Agency is entitled to withhold the booking processing fee and any penalties according to the contract
b) if the cancellation initiative belongs to the Agency, then it is obliged to offer alternative solutions for rescheduling the reservation, without applying any processing fee; If the Traveler refuses the rescheduling proposals and requests a refund of the amounts paid, the Agency is entitled to withhold the booking processing fee.
VI. Penalties for changing reservations or for canceling the package of tourist services
6.1. For the modification of the reservations from the Traveler's initiative, the penalties applied will be in accordance with the penalties applied by the suppliers. In addition, for each change request, the Agency is entitled to charge a booking processing fee of EUR 30.
6.2. If he renounces the package of tourist services, in any situation that is not attributable to the Agency, the Traveler owes the Agency penalties, as follows:
a) for transport services with scheduled flights or charter flights operated by other companies, the penalties applied will be in accordance with the penalties applied by suppliers (depending on their policies, the penalties may reach up to 100% of the value of the plane tickets)
b) for the transport services with charter flights operated by the Agency, a penalty of 150 EUR / person will be applied, if the cancellation of the tourist services package takes place less than 30 days before the start date of the tourist program
c) for accommodation services a penalty equivalent to c / the value of 3 nights accommodation will be applied, if the cancellation of the tourist services package takes place less than 20 days before the start date of the tourist program
Additionally, for the cancellation of reservations, the Agency will charge a booking processing fee of 30 EUR / person.
6.3. If the Traveler who has contracted a package of tourist services with the Agency does not pay the installments at the due dates provided in the invoices, the contract is considered terminated by law, and the Agency has the right to cancel reservations made for the benefit of the Traveler, subject to penalties. in Article 6.2.
6.4. The penalties mentioned in Art. 6.2. also applies if the Traveler does not arrive on time at the airport or the place of departure / destination, if he cannot travel because the personal documents required to make the trip do not comply with the legal norms or he is unable to leave the territory the country, for other reasons related to his person.
6.5. The penalties mentioned in Art. 6.2. it also applies if an embassy refuses to grant an entry visa for carrying out the package of services.
6.6. All the mentioned penalties will be withheld by the Agency from the amounts paid by the Traveler, without the need for the intervention of the courts.
VII. Notifications, complaints, compensations
7.1. If it finds deficiencies in the execution of the contracted tourist services, the Traveler will immediately notify the provider's representative (hotel, airline, transfer company, etc.) and will request the remedy of the deficiencies found; if the provider refuses to remedy the deficiencies within a reasonable time, the Traveler will notify the local representative of the Agency, who will make every effort to remedy the deficiencies found.
7.2. If the deficiencies have not been remedied following the intervention of the local representative of the Agency, the Traveler may address a written complaint to the Agency, within a maximum of 5 days from the end of the trip, describing the deficiencies found and actions taken on the spot. following his notifications; The Agency has the obligation to respond in writing to the complaint, within 30 days; The Agency will grant possible compensations depending on the degree of non-compliance with the contractual obligations.
7.3. The Agency is not liable in case of force majeure (defined as any external event, unpredictable, absolutely invincible and inevitable, such as: strike, political conflict, war, natural disasters, fires, epidemics, public danger, terrorist attack, international embargo, prohibitions of public administration bodies, etc.), as well as in case the airlines set limits of liability.
Note: all mentioned items are extracted from the draft Contract with the traveler