The Terms & Conditions are important and should be carefully read and understood by you prior to using the travel package services (the “Services”) of Spa Tours Bulgaria Ltd., Company ID: 204996565, address: 72 Akad. Stefan Mladenov Str., 1700 Sofia, website: www.spatoursbg.com, licensed and fully bonded Bulgarian tour operator and travel agent (license number: PK-01-7846) (the “Company”). Spa Tours Bulgaria is fully compliant with the General Data Protection Regulation (GDPR), a law regulation in European Union on data protection and privacy for customers. See more information at our Data Protection Policy. In case of doubts or questions regarding the Terms & Conditions, please do not hesitate to contact us by tel.: +359 888 8134 13 or e-mail: [email protected]
By making a booking alone or as a group for the Company’s Services, the first named person on the booking made by you agrees on behalf of all persons that form part of such booking (if more than one) that:
The conditions contained herein are valid for all tours and Services operated through the website and brand name of the Company.
Our purpose is to provide a holiday that matches your plans and requirements. You may contact us by tel.: +359 888 8134 13 or e-mail: [email protected] and we will prepare a custom itinerary for you and provide you with a detailed offer. In order to maintain our customer services standards and to assist you in the best way possible we may record or monitor our telephone conversations or emails with you.
A booking request is possible if made online on our website www.spatoursbg.com or by the staff of the Company when a certain travel package and price have been agreed on beforehand. In both cases, an email confirmation along with an invoice for the ordered services will be sent to you. A booking will exist as soon as we issue our booking confirmation (the “Booking Confirmation”). All customers are required to pay a non-refundable deposit or the full amount at the time of booking, depending on when the booking is made and what type of holiday package is booked.
Packages booked more than 40 days before arrival: Spa Tours Bulgaria charges a non-refundable deposit of 150 EUR payable at the time of the booking, unless otherwise stated on the website and booking confirmation. This is valid for all packages offered on the company’s website www.spatoursbg.com. Some suppliers and holidays over peak seasons may require higher deposits at the time of booking for which will be communicated on our packages or you will be duly notified before you pay your deposit. In any case, the required deposit will be made clear in your confirmation e-mail. On receipt of your correct and full deposit the contract between you and us, as governed by the present Terms & Conditions, will become effective.
Packages booked 40 days or less before arrival: Spa Tours Bulgaria requires the full payment at the time of booking for purchases made within 30 days of the start of travel. Please note that for bookings made with less than 40 days before the start of travel, the availability of all services will need to be confirmed by Spa Tours Bulgaria and suppliers before the full package can be confirmed. In the rare event that a specific excursion or service is unavailable, an alternative will be offered or a full refund will be issued to you.
Packages on special offer: For certain promotions, such as an “Early Bird” discount, you may be required to pay in full at the time of booking to redeem the discount (terms vary by offer). Standard payment terms apply to all special offers unless noted otherwise.
Tailor-made bookings: For packages that have been customised as per your specific travel needs, you might be required to pay a deposit of 50% of the total amount of the purchased services unless othwersie agreed which will be communicated upon booking confirmation. If the customized holiday services refer to peak seasons you might be required to pay a higher deposit or the full amount, as the particular conditions will be communicated to you over an e-mail. If the booking is made less than 40 days before the holiday start, you will be required to pay the full amount of the purchased holiday services.
Full payment of the total price of the travel package should be received not later than 40 calendar days prior to departure. Some packages do require a full payment at an earlier date or have strict payment policies, but in those cases, the information is stated online in the package details. If your booking is made within 40 calendar days of the departure date then the full amount is payable immediately upon booking. We accept payments in EUR by bank transfer to our trusted bank – Paysera. We accept payments made by debit/credit cards (Visa, MasterCard, Maestro), or through a PayPal account or MyPOs. The payment details are indicated on our website, as well as in the confirmation e-mail for your booking.
If a deposit or a full payment is not received on time, we reserve the right to cancel your reservation and your contract with us and to retain your deposit in full. If for any other reason we do not accept your booking, your deposit will be refunded to you.
After the full payment is received a set of documents will be sent over to you or provided directly to you on arrival, containing relevant information (trip notes, route notes etc.) and the relevant travel vouchers. Please make sure all details inside are correct and contact us immediately should you notice incorrect or missing information.
In case that our Services include air transport we will ask you at the time of booking to confirm the number of passengers and to provide us with the names (as per valid identity document) and travel document details, insofar as required by airline companies.
Special requests from you, such as diet, health and mobility related requests, preferred room location, twin or double bedded room, a particular facility, or flight seat, should be indicated by you in writing by e-mail at the time of booking but in any case not later than the payment of the full amount of the booking. We will pass your request on to the relevant supplier, such as hotel or airline, but since those are third party suppliers we cannot fully control and guarantee that all requests will be accommodated. The Company will try to arrange for special requests to be met, but cannot guarantee that they will be, nor will the Company be liable if any special request is not met. The provision of any special request does not constitute a term of your contract with us, unless we have confirmed in writing that your requirement will be met.
All cancellation requests need to be clear and unconditional and need to be sent to the Company by the person who made the initial deposit payment using only our corporate email: [email protected] Cancellations that are unclear, conditional or are announced verbally to Company staff (i.e. drivers, tour guides, resort representatives) or sent to another email address or via other means of communication will not be considered as valid and will not be taken into account. If you cancel a Service, we incur costs in cancelling your travel arrangements and, therefore, certain cancellation charges will apply. If you cancel:
If a ground service provided by the Company is missed by a client (e.g. transfer, tour etc.) due to last-minute illness, late arrival, flight cancellation etc., this is considered “no-show” and no refund will be made to you. The same rule applies, if a client fails to cancel the contract as per the present Terms & Conditions or decides to leave the holiday before its end.
We may deduct the cancellation charge(s) from any amounts you have already paid to us.
Please note that at certain times of year, for example peak season, or for certain products stricter cancellation conditions may apply. Any such stricter conditions will be notified to you prior to booking and in any case will be specified in the confirmation e-mail for your booking. Concerning accommodation, if one of the guests cancels or leaves a holiday and his/her roommate remains, an additional supplement may apply to the price payable by the remaining guest.
You have the right to cancel your confirmed holiday before departure without paying a cancellation charge in the event of “unavoidable and extraordinary circumstances” occurring at your holiday destination or its immediate vicinity and significantly affecting the performance of the holiday or significantly affecting the transport arrangements to the destination. In these circumstances, we shall provide you with a full refund of the monies you have paid but we will not be liable to pay you any damages or other compensation to you. Please note that your right to refund without cancellation charges in these circumstances will only apply where your home national authority or a competent national authority in the relevant region advises against travel to your destination or its immediate vicinity. For the purposes of this clause, “unavoidable and extraordinary circumstances” means by way of example warfare, acts of terrorism, significant risks to human health such as the outbreak of serious disease at the travel destination or natural disasters such as floods, earthquakes or weather conditions which make it impossible to travel safely to the travel destination.
In the unlikely event that the Company needs to change significantly or cancel certain reservations, the client will be given the choice to:
If you fail to pay the balance of the holiday price at least 40 days before departure, the Company will treat your booking as cancelled and levy the cancellation charges set out herein.
The Company is not responsible for any incidental or administrative expenses that you may have incurred as a result of the booking, such as visas, vaccinations or non-refundable flights.
The Company may cancel the reservation and provide you with a full refund of any payments made for, but shall not be liable for additional compensation, if:
The Company will make every effort to assist you, if you wish to change your arrangements, but it may not always be possible. Requests for a change must be clear and unconditional and need to be sent to the Company by the person who made the initial payment using only our corporate email: [email protected] Changes that are unclear, conditional or are announced verbally to Company staff (i.e. drivers, tour guides, resort representatives) or sent to another email address or via other means of communication will not be considered as valid and will not be taken into account.
If it is possible to make the change, it will be subject to a charge of 50 EUR one-off flat service fee, together with all expenses incurred by the Company as a result of the change. These charges will be payable by you, irrespective of whether or not the Company succeeds in confirming your requested change. In case of travel involving air transport, you should bear in mind that airlines may regard name changes as a cancellation and rebooking, and any change may incur a 100% cancellation charge in respect of the air fare. Please note that save for the transfer of a booking, it will not be possible to make changes within 20 days of your departure date. If you wish to change your arrangements whilst on your holiday, all costs are payable by you.
If you or any member of your group is prevented from travelling, that person(s) may transfer their place to someone else, subject to the following conditions:
You and the person(s) to whom the travel package(s) is/are transferred remain jointly and severally liable for payment of all amounts due to us. If you are unable to find a replacement, cancellation charges as set out in herein will apply to cover our expenses. Otherwise, no refunds will be given for passengers not travelling or for unused Services.
The Company reserves the right to change any of the details on our website, company brochures, including prices, in which case the Company will advise you of any such change that has occurred immediately prior to accepting your booking (so that you may decide whether to proceed with finalizing your booking or not). After a confirmation has been sent to you, the Company makes every effort to operate all holidays as advertised.
We plan arrangements a long time in advance of your holiday using independent suppliers such as airline companies, accommodation, local transport, guides, etc. over whom we have no direct control. In very rare circumstances, the Company may have to modify a holiday before you depart. Most of these changes are insignificant. We hereby reserve the right to make an insignificant change to your booked travel package. In case of such insignificant changes, we will make reasonable efforts to inform you clearly and sufficiently by e-mail, as soon as reasonably possible. We will have no liability to you if the change is insignificant and we have informed you as soon as possible after it occurrence.
If we have to make a significant change to your confirmed arrangements or if we have to increase the price of your booked travel package by 8% or more, we will inform you by e-mail as soon as possible. In case of price change of 8% or more we will inform you at least 20 days prior to departure. If there is sufficient time to do so before departure, we will provide you with three options, as follows:
You must notify us of your choice within 7 days of sending of our notification of the change to your e-mail by using only our corporate e-mail. If we do receive an answer from you within 7 days, we will assume that you have chosen to accept the change.
Irrespective of the above, we may increase the price of your booked travel package by not more than 8%, without right of cancellation, change or alternative package available to you, only if such increase results from changes in:
In the above cases the increase in the price of your travel package will be calculated on the basis of the relative weigh of each of the above costs in the total price of your travel package.
You have the right to a respective price reduction corresponding to any decrease in the above costs that occurs after the booking is finalized and before the start of your trip. In the event of such a price decrease, we may deduct actual administrative expenses from the refund owed to you as a result of the price decrease.
For the sake of clarity, we will not be liable to you and will not pay you compensation in the following circumstances:
We reserve the right to change the prices of any of the travel packages shown in on our website or in brochures or other advertising materials. You will be advised of the current price of the travel package that you wish to book before your contract is confirmed.
The Company is under no obligation to give a breakdown of the costs involved in a travel package.
The Company applies all reasonable examinations and policies to ensure that those involved in the preparation and provision of your holiday maintain the appropriate standards.
The descriptions, information, photos, media and opinions given in our website or in other advertising materials in respect of the accommodation, transport and other suppliers whose services are used, or in respect of particular tourist sites or events, are given in good faith, based on the latest information available to us. The Company shall not be liable in case of such information coming from third parties is incorrect or incomplete.
Subject to the conditions set out below, the Company accepts liability for damages done to you, including if you or any member of your group suffers death or personal injury, provide that such damages result directly of the booked travel package failing to be as confirmed to you. However, these acceptances of liability do not apply, if the damages, death or personal injury suffered is attributable to:
Any liability of the Company is also conditional upon you following the procedures for notification of complaints set out below, and upon you assigning to the Company any right you may have against any other person whose acts or omissions have given rise to the Company’s liability.
The Company’s liability to compensate you and the amount of such compensation is subject to the following limitations:
Any compensation payable to you under international conventions or EU legislation by third parties, such as carriers, will be deducted from compensations due by us.
If we make any payment to you or any member of your group for death, personal injury or illness or for other damages, you must cooperate fully with us in seeking recovery of any payment we make.
You shall make yourself travel aware – before making a booking, please consult the travel advice produced by the government of your home jurisdiction, the government who issued the passport and/or visa you intend to travel under and the government of your destination.
In the event of active government advice and warnings against travel to a specific destination or location(s) of a trip, should you still choose to travel, notwithstanding such travel advisory or warning, you assume all risks of damages, personal injury or death from any event that may arise out of or associated with the travel advice or warnings given. The Company strongly recommends you do not travel against any government advice and warnings.
It is important that you check the details on your confirmation of the booking when you receive it. In the event of any discrepancy, you should contact the Company immediately.
General information concerning passport and visa requirements applicable is set out on our website. However, such requirements are subject to change and you must check current requirements before departure. You should also contact your medical advisor for details of any measures you will need to take prior to departure. All children should travel on full passports. It is your responsibility to obtain all documents required for your holiday, including passports, visas, heath certificates and international driving licenses, to ensure that these are in proper order and to take them with you. We recommend that if you are travelling with a child (particularly one that does not share your surname or if travelling without one or both parents), you check the entry requirements for your destination. The Company cannot be held responsible should you or any member of your group be denied entry to a country due to non-compliance with these requirements. We will not be liable to make any refund or pay compensation if you or any member of your group is unable to proceed with the holiday as planned because of incorrect or missing personal documents, or any other failure to meet passport, visa or immigration requirements.
In case of air transport, you are responsible for checking-in for flights at the correct time and for presenting yourself to take up all pre-booked components of your holiday. The Company cannot accept responsibility for clients missing flights as a result of late check-ins and no credit or refunds will be given if you fail to take up any component of your holiday. No credit or refunds will be given for lost, mislaid or destroyed travel documents.
If in our reasonable opinion or that of any driver, carrier, accommodation manager, tour leader or other person in authority, your behaviour is causing danger, damage to property or persistently affecting the enjoyment of others, we reserve the right to terminate your holiday. Should this happen, no refund or compensation would be payable to you and the Company shall be held harmless from any compensations or damages in that regard.
If you lose any personal items whilst on holiday, please obtain a written report from the police, to help with any insurance claim upon your return. The Company is not liable for the safety of you own belongings and documents and shall be held harmless in that regard.
You are responsible for the costs of any damage to the accommodation and/or any extra charges incurred with our suppliers during your holiday. Should you fail to make such payment at the time the charges and/or costs are incurred, you will be liable to reimburse us for these and you authorise the Company to automatically debit your payment card to the value instructed by the supplier for any such costs and/or charges.
It is important that you purchase comprehensive travel insurance prior to date of travel. This insurance should be commensurate to the value of your booking, and cover cancellation, all medical expenses including evacuation/repatriation, personal baggage, personal liability, death and permanent disability and travel document insurance. If you suffer from a disability or medical condition you should disclose this to insurers. For those who participate in sports and activities whilst on holiday that have been organised and arranged independently of us, it should be understood that participation is at the individual’s own risk and it is your responsibility to obtain the relevant insurance. Note that special insurance may be required if you intend to undertake any dangerous or sports activities. Please keep your insurance details with you whilst on holiday.
Some activities carry inherent risks and if you are participating in such activities you may be asked to sign an additional declaration form by the local supplier.
If you or any member of your group suffer from an illness, a disability or other medical condition please tell us before you book. We will advise you and will try to assist you in choosing a holiday that will meet your requirements. Some of our holidays are in destinations which lack facilities for disabled guests such as ramps for wheelchairs, lifts and so on. Some of our holidays require a fair degree of physical fitness. In order to assist you we must be provided by you prior to booking with full details by e-mail regarding your medical condition and any special requirements which result from this. When we have not been informed of your or of the member of your group’s medical condition and any special requirements which result from this, we cannot be held liable for any damages, including health damages, incurred as a result of such medical condition.
In case of potential health issues, you should consult your doctor for advice before you book and in good time before your departure.
In the unlikely event that you experience problems during your holidays, which cannot be resolved on spot by the local Company representative (or if there is no such person – by the hotelier, the guide, the carrier or the other supplier whose services are involved), you must immediately inform the management of the accommodation (or the other supplier whose services are involved) and the Company by email: [email protected], describing the case in details and providing all documents, if any, available to you regarding your problem. We and the respective supplier’s representative will do the best to rectify the situation. Our experience shows that most problems can be sorted out quickly.
In the event that no agreement can be reached and you remain dissatisfied with our Services, you shall file a written complaint to us composed and signed by you and the authorised accommodation representative (or the representative of the other supplier whose services are involved). If a tour guide and/or Company’s representative is part of the program, he/she has to sign also. Any and all complaints with statements missing a signature as per these Terms & Conditions are not valid and will not be followed up on.
In the event that:
you may file a formal signed written complaint with the Company by email: [email protected]. The complaint shall include: the payment document for your trip, a written statement describing all facts and deficiencies encountered by you, all relevant documents proving such deficiencies and/or damages caused to you. For the avoidance of any doubt, complaints and claims for health related problems shall be accompanied by comprehensive medical report issued not later than 5 days after the end of your trip and stating the health problems suffered and their possible source and connection with the Services provided. Your complaint must be sent to us not later than 7 calendar days after the end of the trip. Failure to observe this deadline or failure to describe all facts and deficiencies encountered by you and to provide all relevant documents proving such deficiencies and/or damages caused to you (including a medical report as specified above):
We will do our best to investigate and reply to you within 30 days of receipt of your written complaint.
The Company will not be responsible for remedying and will not be liable towards you for remedying any deficiencies or lack of conformity claimed with respect to our Services when:
Where a significant proportion of the Services cannot be provided as agreed in our contract with you, we will offer, at no extra cost, suitable alternative arrangements of, where possible, equivalent or higher quality than those specified booked, for the continuation of the package, including where your return to the place of departure is not provided as agreed. Where the proposed alternative arrangements result in a package of lower quality than that specified in the package travel contract, we will grant you an appropriate price reduction at our discretion. You may reject the proposed alternative arrangements, only if they are not comparable to what was booked and confirmed to you or the price reduction granted is inadequate. In case of such rejection you may request appropriate price reduction or reasonable compensation, subject to the present Terms & Conditions.
You are entitled to an appropriate price reduction for any period during which there was lack of conformity with the agreed Services, provided that such lack of conformity has been addressed to us as per the procedures and requirements set out in the present Terms & Conditions, unless the lack of conformity is attributable to your own actions or omissions or the actions or omissions of other member of your travel group.
As long as it is impossible to ensure your return as agreed in your booking because of unavoidable and extraordinary circumstances, we shall bear the cost of necessary accommodation, if possible of equivalent category, for a period not exceeding three nights per traveller. Where longer periods are provided for in legislation applicable to the relevant means of transport for the traveller’s return, those periods shall apply.
If, whilst you are on holiday, you find yourself in difficulty for any reason, we will offer you such prompt assistance as is appropriate in the circumstances. Where you require assistance which is not owing to any failure by us, our employees or contractors, we will not be liable for the costs of any alternative travel arrangements or other such assistance you require. Any supplier, airline or other transport supplier may however pay for or provide refreshments and/or appropriate accommodation and you should make a claim directly to them. Subject to the other terms contained herein, we will not be liable for any costs, fees or charges you incur in the above circumstances, if you fail to obtain our prior authorisation before making your own travel arrangements. Furthermore, we reserve the right to charge you a fee for our assistance in the event that the difficulty is caused intentionally by you or a member of your group, or otherwise through your or your group member’s negligence.
This contract and any matters arising from our Services are governed by the laws of the Republic of Bulgaria and are subject to the jurisdiction of the Bulgarian courts.
Except where otherwise expressly stated herein we will not be liable or pay you compensation if our contractual obligations to you are affected by force majeure. For the purposes hereof force majeure means any event beyond our or our supplier’s control, the consequences of which could not have been avoided even if all reasonable measures had been taken. Examples include warfare and acts of terrorism (and threat thereof), civil strife, significant risks to human health such as the outbreak of serious disease at the travel destination or natural disasters such as floods, earthquakes or weather conditions which make it impossible to travel safely to the travel destination or remain at the travel destination, the act of any government or other national or local authority including port or river authorities, industrial dispute, labour strikes, lock closure, natural or nuclear disaster, fire, chemical or biological disaster, unavoidable technical problems with transport and all similar events outside our or the supplier(s) concerned’s control.
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