Terms and Conditions for Booking Tours
A. Contracting a Package Travel
1. Booking Request
The consumer wishing to contract a package travel must submit a booking request. Upon receipt of the request, the retailer or organizer will undertake the necessary arrangements to confirm the booking, subject to availability and the requested period.
At the time of the booking request, the agent may require a deposit equivalent to 100% of the trip cost. If the booking is confirmed, the deposit will be applied toward the total trip price. If the consumer withdraws the request before confirmation, the agency will refund the deposit, less any reasonable service fees.
For tailor-made package travels, the agent may request payment of a fee to prepare the travel proposal. If the consumer accepts the proposed package and the agent confirms the services, the fee will be applied to the trip cost. If the booking cannot be confirmed, the agent will reimburse the consumer for any amounts paid.
In all cases, if the agent cannot provide the requested travel and offers a similar or alternative trip, the offer will remain valid for 24 hours unless otherwise specified. The contract is concluded if the consumer accepts the offer within this period.
2. Persons with Reduced Mobility
Consumers with reduced mobility must inform the retailer of their condition prior to booking to assess the feasibility of the trip. Under Regulation CE 1107/2006, a person with reduced mobility is defined as someone whose mobility is limited due to physical, sensory, intellectual, or other disabilities, or age, requiring appropriate attention and adaptation of services.
3. Booking Confirmation
The contract is perfected upon booking confirmation. From this point, the package travel contract is binding for both parties.
4. Payment
Upon contract perfection, the consumer must pay 100% of the trip price or complete any outstanding balance. If payment is not made, the agency will request payment within a reasonable timeframe.
The remaining balance must be paid when the agency provides tickets, travel vouchers, or other essential documents. If no specific deadline is set, payment must be made no later than 7 days before departure.
Failure to make payments may result in contract termination, subject to the rules outlined in Section 13 (Termination by the Consumer).
5. Services
The services included in the package travel contract are those specified in the brochure, program, or booking confirmation.
Included in the Price:
- Return transport of the type, class, and characteristics stated in the contract.
- Accommodation as per the program, including taxes and fees.
- Technical assistance, if specified.
- All other services and extras detailed in the program or contract.
Not Included in the Price:
- Visas, tourist city taxes, airport taxes, vaccination certificates, and optional extras (e.g., special diets, optional hotel services).
- Tips, porters (unless specified), and optional excursions.
The organizer reserves the right to modify information in the brochure before contract perfection, provided such changes are communicated in writing to the consumer.
6. Accommodation
Accommodation classifications are based on official ratings in the destination country. Where no official classification exists, the category indicated is for reference only.
Check-in and check-out times are subject to local regulations. Typically, rooms are available from 14:00 on the arrival day and must be vacated by 12:00 on the departure day.
Triple rooms generally consist of a double room with an additional bed. The agency reserves the right to substitute accommodations with alternatives of similar category.
7. Transport
Consumers must arrive at the departure point at the time specified by the agency or brochure. For air travel, this is typically 1.5 to 3 hours before departure.
Failure to arrive on time may result in a “no show” (see Section 15). The consumer is responsible for hand luggage and personal items.
8. Baggage
Each passenger is allowed one suitcase (max. 25 kg, 157 cm total dimensions). Excess baggage may incur additional fees: €30 for an extra standard suitcase, €50 for an oversize suitcase, or €30 for replacing a regular suitcase with an oversize one. These fees must be paid in cash at the start of the trip or prepaid through the agency.
Hand luggage is limited to one piece per person. The consumer is responsible for its safekeeping. Insurance coverage for baggage is limited and excludes valuables, electronics, and documentation.
9. Other Services
Full board typically includes breakfast, lunch, dinner, and accommodation. Half board includes breakfast, dinner, and accommodation (drinks not included unless specified). Special diets (e.g., vegetarian) must be agreed upon in advance.
B. Rights of the Parties Before Departure
10. Alteration of the Contract
The consumer may request changes to the trip (e.g., destination, transport, itinerary). If feasible, the agency may charge additional costs and a booking alteration fee (up to 40% of the total price).
The agency may make necessary, non-significant changes before departure. Significant changes entitle the consumer to:
(i) Withdraw without penalty, or
(ii) Accept the changes and any price adjustments.
The consumer must communicate their decision within 3 days of notification.
11. Price Revision
The agency may revise the price up to 20 days before departure, subject to a maximum increase of 15%. Revisions may reflect changes in transport costs, taxes, or exchange rates.
If the price increase exceeds 15%, the consumer may withdraw without penalty. The consumer must communicate their decision within 3 days.
12. Consumer Rights in Case of Withdrawal
If the consumer withdraws, they may:
a. Receive a full refund within 14 calendar days, or
b. Accept a substitute package of equal or higher quality (at no additional cost).
The consumer may also claim compensation as per Section 14.
13. Transfer of Booking
The consumer may transfer their booking to another person who meets all conditions. The transfer must be communicated to the agency and is free of charge. Both the transferor and transferee are jointly liable for any outstanding payments or additional costs.
14. Termination by the Consumer Before Departure
The consumer may terminate the contract at any time before departure, subject to the following penalties:
- 100% of the trip cost if canceled within 10 days of departure.
- Refer to operator terms if canceled more than 10 days before departure.
No penalty applies in cases of force majeure (e.g., death, serious illness). Service fees and cancellation expenses may still apply.
15. Cancellation by the Organizer
If the organizer cancels the trip, the consumer is entitled to a refund and compensation based on the timing of the cancellation:
- 5% of the trip cost if canceled more than 15 days before departure.
- 10% if canceled between 15 and 3 days before departure.
- 25% if canceled within 48 hours of departure.
No compensation is required if the cancellation is due to insufficient participants or force majeure.
16. No Show
A “no show” occurs if the consumer fails to appear at the departure point without prior notice. In such cases, the consumer forfeits any right to a refund and remains liable for outstanding payments.
Exceptions apply in cases of force majeure, where the consumer may receive a refund less service fees and cancellation expenses.
C. Duties and Rights During the Trip
17. Breach of Contract or Lack of Services
The consumer must notify the organizer or retailer of any defects or service failures in writing or via a verifiable method. Failure to do so may limit the consumer’s ability to claim compensation.
18. Impossibility of Providing Services
If a significant portion of the services cannot be provided, the organizer must make alternative arrangements at no extra cost. If the consumer accepts these arrangements, they forfeit the right to compensation.
If no suitable alternatives are available, the organizer must provide return transport and refund the consumer for unused services.
19. Cancellation by the Consumer During the Trip
The consumer may cancel the trip after departure but will not be entitled to a refund. Additional costs (e.g., repatriation) will be borne by the consumer.
20. Consumer Duty to Collaborate
The consumer must follow the agency’s instructions and respect other participants. Serious breaches may result in contract termination, with the consumer responsible for any resulting costs.
D. Liability
21. Distribution of Responsibility
The organizer and retailer are jointly liable for the proper performance of the contract. The organizer is responsible for planning the trip, while the retailer is responsible for providing accurate information and documentation.
22. Causes of Release from Liability
The organizer and retailer are not liable for failures attributable to the consumer, third parties, force majeure, or unforeseeable events.
23. Consumer’s Duty to Mitigate Damages
The consumer must take reasonable steps to minimize damages. Failure to do so may result in reduced compensation.
24. Duty of Assistance
The organizer and retailer must provide prompt assistance to the consumer, except in cases of intentional or negligent behavior by the consumer.
25. Limitations of Liability
Compensation for damages is subject to international conventions and local laws. For non-personal injury damages, liability is limited to twice the trip price.
E. Claims and Legal Actions
29. Applicable Law
This contract is governed by the laws of the Republic of Georgia.
30. Claims to the Agency
Consumers may file written claims for non-performance or improper performance. The agency must respond within 30 days.
31. Consumer Arbitration
Claims may be submitted to Consumer Arbitration if the agency is part of the arbitration system. Arbitration is governed by Georgian law.
32. Legal Actions
Legal actions must be filed within two years of the trip’s conclusion in the courts of the Republic of Georgia.
33. Validity
These terms are valid from March 1, 2025, to February 28, 2028.