Booking terms & conditions
Updated: 14th of February, 2020
Please read them carefully as they set out our respective rights and obligations. In these Terms references to “you” and “your” include the first named person (‘Lead Name’) on the booking and all persons on whose behalf a booking is made or any other person to whom a booking is added or transferred.
By making a booking with us, the first named person on the booking agrees on behalf of themselves and all persons detailed on the booking that:
a. he/she has read these Terms and has the authority to and does agree to be bound by them;
c. he/she is over 18 years of age and declares that he/she and all members of the party are of the appropriate age to purchase those services;
d. he/she accepts financial responsibility for payment of the booking on behalf of all persons detailed on the booking;
e. he/she has read and reviewed in full the tour description, itinerary and invoice/s prior to securing a reservation with payment and is satisfied that the information contained therein;
1. is suitable for all members of the traveling party with regards to fitness and any medical needs.
2. includes the required services (i.e. the correct guiding language, accommodation, sites to be visited, meal plan and transportation etc.) for all members of the booking traveling party.
Dates and itineraries presented on our Website are valid until December 31st 2020. Beyond December 31st 2020 dates and itineraries are indicative only.
Our bond with you will vary depending upon whether we act as a Package Organiser in the sale of a Package Tour (i.e. a multi-day tour or a tailor made tour) or as a Day Tour / Events Organiser in the sale of a day tour, event or activity only booking. Our differing bonds are presented below, in four (4) separate sections:
Section I contains the general Terms which will apply to all bookings
Section II contains the specific Terms which will apply only when you make a booking of a Package. For these bookings we act as the Package Organiser
Section III contains the specific Terms which will apply only when you make a single-service booking (e.g. where you make a day-tour or activity only booking) with us. For these bookings we are acting as Day Tour / Events Organiser
Section IV contains your rights when making a package booking
I. General booking
(to be read in conjunction with Section II or III of these Terms)
1. Details required for bookings
You can book your tours online by accessing www.getaclujtour.com/shop, by email at booking(at)getaclujtour.com or by phone at +40(0)743.374.293.
In order to make a booking or an inquiry, please provide the following information:
– tour name
– departure date
– number of participants
– name and surname of the participants
– date of birth of the participants
– contact information (email, phone number – valid prior and / or during your stay in Romania)
– room type and number of rooms (SGL, twin, double)
– pick up address
– special requirements, if any (as detailed in clause 5 below)
– special medical conditions (as detailed in clause 8 below)
If you fail to give us the full information requires, the booking request will not be considered valid and it will not be taken into consideration.
When booking on behalf of other participants, you are presumed to be the designated contact person for every participant included on that booking. This means that you are responsible for making all payments due in connection with your Tour booking, notifying the agency if any changes or cancellations are required and keeping your party informed. By booking on behalf of other participants, you also warrant that you have obtained all required consents. You are responsible for verifying that any information you provide for yourself or on behalf of another participant is complete and accurate and the agency will under no circumstances be liable for any errors or omissions in the information provided to complete a booking.
To avoid booking errors, please check that all the information you provide us is correct before booking the Tour. The agency will not be held responsible for any fees you incur as a result of errors, omissions, inaccuracies, late, misplaced or otherwise incomplete information you have provided.
2. Acceptance of booking, deposits & final payments
A booking is made with us when you pay us a deposit or a full payment. A binding contract will come into existence between you and us as soon as we have received payment and issued to you in writing a booking confirmation that will confirm the details of your booking and will be sent to you.
You will be required to make the following payments, according to the booking date and tour type:
Day tours (guaranteed departure or private tours listed on our Website or tailor-made tours):
– 100% payment required at the time of booking;
Multi-day tours, considered hereby as packages (guaranteed departure or private tours listed on our Website or tailor-made tours):
– if your booking is made within 30 days or less of the departure date, a 100% deposit will be required;
– if your booking is made within 31 days or more of the departure date, a 50% deposit will be required;
Discount price multi-day tours, considered hereby as packages (guaranteed departure or private tours listed on our Website or tailor-made tours):
– 100% payment required at the time of booking;
On some occasions a different deposit is required for tailor-made and group arrangements and we will notify you of this at the time of booking.
We reserve the right to return your deposit and decline to issue a booking confirmation at our absolute discretion.
The balance of the cost of your arrangements (if any and including any applicable surcharge) is due not less than 30 days prior to scheduled departure (unless otherwise specified prior to payment). If this balance is not paid on or before the due date we reserve the right to treat your booking as cancelled by you, in which case the cancellation charges set out in either Section II or Section III below (as applicable) will become payable.
3. Prices & surcharges
All prices listed are per person and details of these costs are noted in the Services section of our tour description presented on our Website.
Prices are based on anticipated or latest known prices. Our tour prices are subject to variable and seasonal pricing, both of which are standard practice within the travel industry. They may vary at any time in accordance with demand, market conditions and availability. It is possible that different passengers on the same tour have been charged different prices. Any reduced pricing or discounts that may become available after you have paid your deposit will not apply for you. If you wish to cancel your booking to take advantage of a cheaper price, full cancellation conditions apply.
4. Accuracy of price & information
We assure you that all the information and prices both on our website and in any advertising material that we publish are accurate. However, occasionally, changes and errors occur and, in these circumstances, we reserve the right to correct prices and other details. You must check the current price and all other details relating to the arrangements that you wish to book before you make your booking.
5. Special requests
All special requests must be disclosed to the agency at the time of booking, in writing. They may concern allergies (e.g. food, plants, bees, dogs&cats, hay, etc.) dietary restrictions, room type (i.e. twin/double), a particular facility at a hotel (i.e. elevator, swimming pool, gym, etc.), a particular level of difficulty for the tour, etc.
Whilst every effort will be made by the agency to try and arrange your reasonable special requests, they may not always be possible, given the nature of the destination visited and availability of options. Certain activities may be inaccessible to you if your mobility is limited in any way or may be not recommended according to your medical condition. If you accept to book the tour as it is, you will accept full responsibility.
The fact that a special request has been noted on your confirmation itinerary or any other documentation or that it has been passed on to the supplier is not confirmation that the request will be met. Any special requests or requirements do not form part of these Terms or the contract between you and the agency. The agency is not liable for any failure to accommodate or fulfill such requests.
Failure to meet any special request will not be a breach of contract on our part unless the request has been specifically confirmed by the agency.
6. Age requirements
For the majority of our tours we have no lower or upper age limit, though we remind you that our tours can be physically demanding and participants must ensure that they are suitably fit to allow full participation.
Children under 18 years of age may travel on select tours provided that they are accompanied by a parent or a guardian who accepts full responsibility for them. No unaccompanied minors (i.e. under 18 years of age) can be accepted on tours operated by us. Each adult on a booking with a minor is jointly and severally responsible for the behavior, well-being, supervision and monitoring of such minor(s), and jointly and severally accepts these Terms for and on behalf of any minor(s) on their booking, including all assumptions of risk and limitations of liability. The Tour Operator does not provide care services for minors and expressly disclaims any responsibility for chaperoning or controlling any minor(s).
We reserve the right to impose a minimum age limit for certain tours, according to the activities involved or the travel type, as listed below:
– hiking & adventure tours (private or tailor made): no children under 15 years of age accepted. Minors under 18 years of age are only accepted under parents / guardian full responsibility;
– day tours guaranteed departures: no children under 12 years of age accepted. Given that Guaranteed Departure Tours operate on a shared group basis, we do not wish to create inconvenience for the other participants. Parents with children under 12 years of age are welcome to participate in private or tailor made tours.
For the visit of salt mines, it is not recommended to descend into the underground if under age 3 or over age 65. We do not impose such restrictions, yet if you book such a visit, you will accept full responsibility for entering (please read full recommendations for salt mine visits here).
7. Tour accessibility & fitness requirements
The programmes featured in our itineraries include extensive sightseeing, which may involve getting on and off different means of transportation, sitting for up to three hours in the car/coaches, walking on uneven surfaces, up and down multiple stairs, in the underground, in narrow or enclosed perimeters, using elevators, and require a certain level of fitness and mobility. Tours may also involve visiting remote or developing regions, where medical care may not be easily accessible and medical facilities may not meet the standards of those found in your home country.
The following is the minimum expected level of physical fitness for most of our tour. Naturally, some tours have more (or less) activity.
Walking: 1 to 2 miles within a period of 2-3 hours, sometimes in hot, dusty or humid conditions
Stairs: Ascend or descend multiple flights of stairs without assistance
Terrain: Walk easily and comfortably along rough, slightly hilly, and unstable surfaces.
We will try to accommodate any passenger on our tours, but due to the nature of the product, we are required to consider specific physical or medical requirements on a case by case basis.
Our priority is the comfort and safety of our passengers. Therefore, if you have any pre-existing medical conditions which may impact your ability to travel, participate in a Tour, travel to remote areas without access to medical facilities or may adversely affect the experience of others on your Tour, please advise us in writing before making the booking. Also, any medical or physical condition requiring third party attention or treatment must be advised in writing when the booking is made, so that we are able to make enquiries of the supplier about the suitability of these arrangements. If submitting such notification, it is your responsibility to ensure it is acknowledged with your booking confirmation.
Please note that GetaClujTour has the right to refuse or revoke passage to anyone who, in its judgement, is in physical condition that is beyond the care that we can provided or make available.
By booking with us and paying your deposit, you are accepting the Terms, and certify that you are fit to travel and not travelling against medical advice.
You are responsible for assessing whether a Tour is suitable for you, based on your own unique circumstances, limitations, fitness level and medical requirements. You should consult your physician to confirm your fitness for travel and participation in any planned activities, if the case.
The Tour Operator reserves the right to deny you permission to travel or participate in any aspect of a Tour at any time and at your own risk and expense where the agency determines that your physical or mental condition renders you unfit for travel or you represent a danger to yourself or others.
8. Pregnancy, physical & medical requirements
Pregnancy is considered hereby a medical condition and must be disclosed to the agency at the time of booking. Pregnant women are highly recommended to seek medical advice prior to travel at any stage of their pregnancy.
The agency may refuse to carry women who are over 24 weeks pregnant for certain tours. Because most of our hiking tours involve activities in remote areas, where medical assistance is not immediately available, we reserve the right to refuse bookings for these tours for women over 24 weeks pregnant.
Illnesses & medical conditions
For travellers with pre-existing conditions including, but not limited to, illness, diabetes, asthma, gastric reflux, cancer, heart problems, epilepsy, respiratory or mobility problems, you should visit a doctor for a personal medical examination obtaining a medical clearance that certifies you as fully able to participate in the tour as described within the agency website or tailored arrangements prior to booking.
Anyone suffering from illness or undergoing treatment for any physical or medical condition which may affect their participation in the tour must declare the true nature of such condition and provide us with full details before you make your booking, so that we can try to advise you as to the suitability of your chosen tour. The agency does not provide medical advice.
Where considered necessary, due to participation requirements, upgrades or conditions may apply or we may be able to provide the tour on a private basis (supplements apply).
Acting reasonably, if we are unable to properly accommodate the needs of the person(s) concerned, we will not confirm your booking or if you did not give us full details at the time of booking, we will cancel it and impose applicable cancellation charges when we become aware of these details, and may result in such persons being excluded from the tour in which case all monies paid will be forfeited and we will not be liable to pay any compensation whatsoever.
Due to the impossibility to provide proper service for certain needs, we reserve the right to not accept bookings for hiking & adventure tours from any person who requires regular care by a doctor or any person who uses medication which require refrigeration.
When we accept your booking, you must make arrangements for the provision of any medication or other treatment required during your holiday.
By the nature and destination of our tours, not every type of disability can be accommodated, despite reasonable endeavours of the agency. Cars and coaches are not adapted to carry wheelchairs and do not have ramps, lift or low floor access. Collapsible wheelchairs can generally be carried in the luggage hold but you must check in advance with our agency to ensure that this is the case for your tour.
You agree not to hold the agency responsible for any decision made by them or by any service provider to refuse to carry you, provide any facilities or accommodation to you, or to provide any service to you in the absence of written acknowledgment and acceptance of your special request or of your specific assistance needs. Please note that 100% cancellation charges would apply in these circumstances.
9. Travel insurance
Insurance coverage is not included in the cost of any Tour offered by the agency, but we highly recommend you to take a travel insurance before starting your tour. You are wholly responsible for arranging your own insurance.
While for the day tours a travel insurance if not mandatory when booking with us, we consider it mandatory for all our hiking and adventure tours. We reserve the right to request a copy of your insurance policy, although we will not check this policy for suitability. You should ensure that there are no exclusion clauses limiting protection for the type of activities you will be undertaking during your tour and it will remain your responsibility at all times to ensure that you’re adequately insured.
A suitable insurance policy should provide adequate cover for loss of luggage, medical expenses arising through illness or accident prior to or during the holiday and loss of holiday monies through cancellation and curtailment of the holiday for insurable reasons.
You are responsible for advising your insurer of the type of travel, destination and activities included in your booking, so that the insurer may provide appropriate coverage.
For hiking and adventure tours, we reserve the right to cancel the booking, without any liability for refunds, of any customer who cannot satisfy us that they have purchased suitable travel insurance in accordance with this clause. Furthermore, if you choose to travel with inadequate insurance cover, we will not be liable for any losses howsoever arising, in respect of which insurance cover would otherwise have been available.
If you have travel insurance connected to your credit card or bank account please ensure you have details of the participating insurer, the insurance policy number and emergency contact number with you rather than the bank’s name and credit card details.
10. Guaranteed departures
Our tours are guaranteed to depart once they have two fully paying travelers, unless minimum group size specifically states otherwise.
Guaranteed departure tours are not customizable. Certain customization is sometimes possible with the only condition that all participants agree with the customization and with its implication.
The agency guarantees that they will do all best to make sure that all Guaranteed Departure Tours (presented on our Website) booked and secured with a valid deposit will depart as indicated, subject to reasonable itinerary changes as described in these Terms or good health and safety concerns. If departure is not possible as indicated, the agency will offer an alternative tour or upgrade to a Private Tour (supplements involving). This guarantee is not applicable in the case of Force Majeure.
Depending on the duration of the Guaranteed Departure Tour, Terms related to changes, payment and cancellations correspond to the ones presented in Section II or Section III.
11. Private tours
All our private tours listed on our Website are suitable for a certain level of customization, which is subject to availability. Customization can involve the change of guiding language, accommodation, transport category, visits included in the Tour itinerary, duration of the Tour or the total number of participants (as compared to the maximum number of participants listed on our Website).
Customization will be done only following your written request. While we will make effort to try and arrange your reasonable customization requests, we cannot guarantee that they will/can be fulfilled.
By proceeding to customization, you accept that the total price of the Tour may differ. In this case, depending on the duration of the Tour, Terms related to changes, payment and cancellations correspond to the ones presented in Section II or Section III.
12. Tailor made tours
For Tailor Made tours and bookings the following terms and conditions will apply:
Upon receipt of your Tailor Made booking request the agency will provide you with a quote for the chosen Tour. Prices quoted for all Tailor Made Tours are valid until the date indicated on the quote, after which time the agency reserves the right to provide you with a revised quote. Any modifications to a Tailor Made itinerary, including dates or number of people traveling, will be subject to a revised quote.
Payments & cancellations
For Tailor Made bookings, payment will be made accordingly to Section I, clause 2.
If full payment is not received by the due date, the Tour Operator may issue a new quote, including a change to the rate payable or may treat the booking as canceled and may, in its sole discretion, retain the deposit paid on booking as a cancellation fee.
For changes and cancellations of Tailor Made bookings, the Terms will apply as following:
– if the Tailor Made Tour is bought as a Package tour, the Terms in section III will be apply;
– if the Tailor Made Tour is bought as a Day Tour / Event, the Terms in section II will be apply.
13. Flexibility & unused services
You appreciate and acknowledge that travel requires flexibility and you should allow for alternatives. The itinerary provided for each tour is representative of the types of activities contemplated, but it is understood that the route, schedules, itineraries, amenities and mode of transport may be subject to alteration without prior notice due to local circumstances or events outside the control of the agency (including, but not limited to, Force Majeure, illness, mechanical breakdown, traffic jams, strikes, political events and entry or border difficulties). No reimbursements, discounts or refunds will be issued for services that are missed or unused after departure due to no fault of the agency, including your removal from a Tour because of your negligence or breach of these Terms.
Multi-Day Package Tours
If you miss certain services booked due to delay to present yourself at the time of departure (flight delays with more than 3 hours or personal problems not allowing you to show up the first day/second of the tour) or and you wish to use the remaining services, we may be able to offer, advice and arrangements for meeting up with the group already advanced in the tour itinerary. These advice and arrangements will involve additional costs which will be your responsibility to pay. The agency is not responsible to offer these advice and arrangements, they will be offered upon your demand and our possibilities.
14. Authority on tour
All our tours are run by a guide. The decision of the guide is final on all matters likely to affect the well-being or safety of any traveler or staff member participating in the tour.
You agree to accept the authority and decisions of our tour leaders and tour guides whilst on tour with us. If in the opinion of such person, the health or conduct of a client before or after the departure appears likely to endanger the safe, comfortable or happy progress of the tour, or interfere with the well-being or mobility of the group, the guide may direct you to leave the tour immediately, with no right of refund. We may also elect not to carry you on any future tours booked. You must at all times comply with the laws, customs, foreign exchange and drug regulations of Romania and / or other countries visited, and you also agree to travel in accordance with our responsible travel guidelines.
15. Cutting your holiday short
If you are forced to return home early, we cannot refund the cost of any travel arrangements you have not used with us. If you cut short your tour and return home early in circumstances where you have no reasonable cause for complaint about the quality of the travel services provided by the agency, we will not offer you any refund for that part of your tour not completed or be liable for any associated costs you may incur. Your travel insurance may offer cover for curtailment, depending on the circumstances of your return home. It is only your responsibility to contact your insurance provider for their instruction and to obtain any receipts locally that are required for your claim.
16. Acknowledgement of risk
You will be visiting places where the cultural and geographical attributes present physical and psychological challenges or dangers greater than those present in your daily lives. It is your own responsibility to acquaint yourself with all relevant travel information and the nature of your itinerary. You acknowledge that your decision to travel is made in light of consideration of this information and you accept that you are aware of the personal risks attendant upon such travel.
Under no circumstances can the agency be held responsible for any delay, deviation or cancellation due to weather conditions, nor can any ticket be cancelled or amended by you at any time on the basis of weather conditions.
A variety of factors, including transport difficulties and political instability, might require changes in any itinerary. The tour leader will make any changes that are necessary. Only rarely will such changes be significant, and every reasonable effort will be made to minimise the effects of the enforced changes. No liability can be accepted for the results of changes or delays, irrespective of how they are caused.
You agree to take all prudent measures in relation to your own safety while on Tour including, but not limited to, the proper use of safety devices (including seat belts, harnesses, flotation devices and helmets, according to each case separately) and obeying all posted signs and oral or written warnings regarding health and safety. Neither the agency nor its third party suppliers are liable for loss or damages caused by your failure to comply with safety instructions or warnings.
Hiking & adventure tours
Failure to bring the appropriate personal equipment, properly functioning, suggested or required by the agency at the booking time, will not held the agency responsible of any refund or compensation if you are in the impossibility to continue the tour due to lack or miss functioning of your personal equipment. If this will be the case, the agency may be able to offer, advice and arrangements for meeting up with the group at the end of the tour or to arrange your cutting of your holiday short by you (see clause 15 above). These advice and arrangements will involve additional costs which will be your responsibility to pay. The agency is not responsible to offer these advice and arrangements, they will be offered upon your demand and our possibilities.
17. Force majeure
Unless otherwise expressly stated in these Terms, we will not be liable or pay you compensation if our contractual obligations to you are affected by unavoidable and extraordinary circumstances that are beyond agency’s control, the consequences of which could not have been avoided in any possible way.
We describe as Force Majeure: 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 (including Brexit) 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 the agency’s or the supplier’s control.
18. Optional services
It is considered to be an Optional Service any activity, transportation, meal, product or service not expressly included in the Tour or in this contract. You agree that any assistance given by the agency’s representative in arranging, selecting, or booking, any Optional Service is purely at your request and does not render us liable for them in any way.
19. Wi-Fi & cell phone coverage
Our tours sometimes include itineraries in areas with poor Wi-Fi and phone coverage. Because of reasons that are beyond our control, the Wi-Fi connection may temporarily not function properly. For these cases, the agency does not assume any responsibility for the technical miss-functionalities and cannot be held liable for them nor asked to pay any compensations.
If you consider it mandatory for you to have Wi-Fi connection and cell phone coverage 24/24, you must mention it as a special requirement at the time of booking. We will do our best to tailor you an itinerary that meets your standards, although we can not guarantee that functionality problems will not appear, beyond our will.
20. Claims & complaints
If you have a complaint during your holiday, please inform your tour guide/ travel agent, within 24hr, in order that they can attempt to rectify the matter. If satisfaction is not reached through these means or you wish to complain after the completion of your holiday, then further complaint should be put in writing to us within 30 days of the end date of your tour. Please provide in the letter your booking reference (if the case), tour name, start date and all other relevant information to your grievance. We will reply to your grievance within 28 days of its receipt. Please note that privacy laws exclude us from commenting on any members not within your own booking party.
Failure to inform your guide or local team at the time, or follow the procedure set out above, will affect your rights under this contract.
You can access the European Commission Online Dispute Resolution (ODR) platform at ec.europa.eu/consumers/odr/. This ODR platform is a means of registering your complaint with us, yet it will not determine how your complaint should be resolved.
21. Your behaviour
All participants at our Tours are expected to:
– respect the meeting time and point indicated by the tour guide / agency for the beginning of the tour. If the delay is longer than 15 min and they do not notice the guide / agency about the delay, the booking will be considered cancelled without any refunding from the part of the agency;
– respect the itinerary and the timing given by the tour guide / driver, during their holiday. Delays in the tour itinerary due to participants not respecting the timing that involve having to skip certain visits included in the itinerary or other participants on the Tour missing flights, the agency will not be held responsible and will not have to substitute the visit or pay any kind of refund for it;
– obey the laws and regulations of the countries visited. Any failure to do so may relieve us of all obligations that we may otherwise have to you;
– take all prudent measures not to loose personal documents / luggage. The agency cannot guarantee the recovery of lost items;
– conduct themselves in an orderly and acceptable manner, not to disrupt the enjoyment of others; not cause danger or annoyance to any other customers or any third party, or damage to property.
If in opinion of the tour guide or in the opinion of any hotel manager or any other supplier or person in authority, your behaviour or that of any member of your party is not according to our expectations described above, we reserve the right to terminate your booking with us immediately.
In the event of such termination our liability to you and/or your party will cease and you and/or your party will be required to leave your accommodation or other arrangements immediately. We will have no further obligations to you and/or your party. No refunds for lost accommodation or any other arrangements will be made, and we will not pay any expenses or costs incurred as a result of termination. You and/or your party may also be required to pay for loss and/or damage caused by your actions and we will hold you and each member of your party jointly and individually liable for any damage or losses caused by you or any member of your party. Full payment for any such damage or losses must be paid directly to the hotel manager or other supplier prior to departure. If you fail to make payment, you will be responsible for meeting any claims (including legal costs) subsequently made against us as a result of your actions together with all costs we incur in pursuing any claim against you.
Please note that we have no control over the behaviour of other persons staying at or visiting your holiday accommodation and we are not responsible for any withdrawal or impairment of facilities/services or other loss or damage caused by them. Under no circumstances are you entitled to share your accommodation with, or sub-let it to, anyone other than the other members of your party.
22. Passport & visa formalities
You must carry a valid ID card / passport (depending on your home country) and have obtained all of the appropriate visas (if the case), permits and certificates for the countries which you will visit during your tour. Your passport must be valid for 6 months beyond the duration of the tour. We are not responsible if you are refused entry to a country because you lack the correct passport, visa or other travel documentation. Requirements do change, please ensure your information is up to date.
23. Delays & missed transport arrangements
The agency does not sell flight tickets. If you or any member of your party misses your flight or other transport arrangement, it is canceled or you are subject to a delay of over 3 hours for any reason, you must contact us, the airline, and your insurer or other transport supplier concerned immediately. Under EU Law, you have rights in some circumstances to refunds and/or compensation from the airline in cases of denied boarding, cancellation or delay to flights. Full details of these rights will be publicised at EU airports and will also be available from airlines. Reimbursement in such cases is the responsibility of the airline and will not automatically entitle you to a refund of your tour price from us.
24. Images & marketing
You agree that, while participating in any of our Tours, images, photos or videos may be taken by other participants, the tour guide or its representatives that may contain or feature you. You consent to the agency using images of you for advertising and promotional purposes in any medium we choose. You grant us a perpetual, royalty-free, worldwide, irrevocable license to use such images for publicity and promotional purposes, without any further obligation or compensation payable to you.
If you do not want images of you to be used by the agency in advertising and promotional purposes, you must notify the agency in writing, the latest at the beginning of the Tour.
26. Jurisdiction & applicable law
We both agree that Romanian Law will apply to your contract and any dispute, claim or other matter which arises out of or in connection with this contract or your holiday, will be dealt with by Romania’s supreme court, The High Court of Cassation and Justice.
27. Emergency contact
For any emergencies or complaints you can contact us at +40(0)743.374.293 or booking(at)getaclujtour.com. The registered address of our agency is Bucegi street, no. 8/23, Cluj-Napoca, Romania.
II. Day tours & events
(to be read in conjunction with Section I of these Terms)
1. Pricing: inclusions & exclusions
We reserve the right to change price quotations without notice, until a booking has been confirmed.
Prices for our Day Tours include: guiding services in English, land transportation for the specified itinerary (fuel, road taxes and parking fees included), entry tickets (as specified under the listed ‘Inclusions’ for the Day Tour), all expenses with the guide/driver. Certain Day Tours may include additional services. To know exactly which are the inclusions, please read the description of each Tour that interest you.
Unless otherwise specified, prices do not include: transport to and from the pick up / drop off location, meals and drinks, photo and video taxes (where needed), personal expenses, luggage or personal travel insurance. Prices do not include gratuities for you party group leader nor tips to drivers or local guides.
2. Day tours bookings & confirmation
Guaranteed Departure Day Tours
Please note that for the Guaranteed Departure Day Tours we have a limited number of seats, subject to availability. When using our online booking system, a booking can be made up to 24h before the start of the tour. If no seats are available, you will not be able to make a booking using our online booking system. The booking is considered to be confirmed and this contract will be applied at the time of payment. For payment you can use credit/debit cards, bank transfer or PayPal. If you want to check availability or make a booking with less than 24h, please contact us by phone. For bookings made by phone with less than 24h before the start of the tour, payment will be made cash, upon beginning of the tour, in the local currency (RON) or in EUR.
Private Day Tours
When using our online booking system, a booking can be made up to 48h before the start of the tour. The booking is subject to availability, so you will only receive a confirmation if we have availability. Once we confirm, you will be able to make the payment. For payment you can use credit/debit cards, bank transfer or PayPal. Once the payment is made, these Terms will be applied. If you want to check availability with less than 48h before the start of the tour please contact us by phone. For bookings made by email with less than 48h before the start of the tour, payment will be made cash, upon beginning of the tour, in the local currency (RON) or in EUR, if there is not enough time or if you do not have the possibility to make a bank transfer or pay by card and/or send us the prove of the payment.
Prices listed on our Website are calculated on a basis of a limited number of participants. If your party includes more participants than our limited seat, please contact us by email or phone, as we may be able to supplement the number of seats.
The agency cannot be held responsible if the estimated Day Tour timing cannot be respected due to Force Majeure events (including traffic jam, floods, etc.), to other participants on the tour or to a third party. By accepting these Terms, you agree that you have no right to ask for any refund for missed flights / meetings, etc. and that you are fully responsible for planning your daily schedule before making the booking.
3. You request to change your booking
All requests for modifications and amendments to your Day Tour booking must be sent by email at booking(at)getaclujtour.com.
It is not possible to change or modify a special event, theatre or show ticket. Sales of these tickets are final and cannot be amended once your original purchase is confirmed.
We do not charge a fee to amend or change the dates of an existing booking, as long as the request is received by our agency more than four (4) days ahead of your confirmed travel date.
All other date-change requests and amendments are subject to availability by us and our suppliers. We cannot guarantee the success of any date-change request.
If you request a date change within four (4) days or less of your confirmed travel date, we will attempt to honour your request; however, changes made four (4) days or less from your original travel date may be subject to an additional fee.
If you request to change a tour bought with a discount price for another date, regardless the change notice date, for which we do not offer discount prices, an additional fee of €15 will be charged for each participant.
Most of our Guaranteed Departure Day Tours do not operate on a daily basis. Therefore, if there is no availability to change the date, we may be able to offer you to:
– upgrade the booking to a Private tour, upgrade which will imply a price increase;
– cancel the booking for you, in which case Cancellation charges will apply (please see clause 4 below).
Participants number changes
We do not charge a fee to amend or change the number of seats booked for an existing booking, as long as:
– the request is received by our agency more than seven (7) days ahead of your confirmed travel date;
– it does not imply decreasing the number of participants.
If by your change, the number of participants increases, it may involve a price increase (if the vehicle type need to be changed to accommodate more participants). The difference of price may vary from one tour to another and it will be confirmed to you at the moment we receive your change notice.
If by your change, the number of participants decrease, cancellation policies (please see clause 4 below) will apply for all participants who are no longer participating at the tour. It may also involve the augmentation of the price per participant for the rest of your party (as for shared expenses). By accepting these Terms, you agree that you will be in change of paying the price difference, as it will be communicated to you by the agency at the moment we receive your change notice.
All other changes, related to the services provided (visits, meals, special requests, etc.), will be possible only for Private Day Tours and will be subject of availability of our suppliers. These changes will upgrade the Private Tours to Tailor-Made Tours and may involve additional prices that will be sent to you at the moment we receive your change notice.
4. You request to cancel your booking
If you or any other member of your party decides to cancel your confirmed Day Tour booking you must notify us in writing. Your notice of cancellation will only take effect when it is received in writing by us and will be effective from the date on which we receive it. Please make sure you have our confirmation of receive. The person to notify us of any cancellation must be the same person that made the booking.
Should one or more members of your party cancel, it may increase the per person tour price of those still travelling and you will be liable to pay this increase.
Since we incur costs in cancelling your arrangements, you will have to pay the cancellation charges.
It is not possible to change or modify a special event, theatre or show ticket. Sales of these tickets are final and cannot be amended once your original purchase is confirmed. Event, Theatre or Show tickets are non-refundable in all circumstances.
Cancellation charges apply to Guaranteed Departure Day Tours or Private Day Tours listed on our Website or Tailor-made Day Tours as follow:
– if your cancellation is made within 15 days or more of the departure date, you will receive a 100% refund of the payment already made (minus the price of the Event, Theatre or Show tickets, if the case);
– if your cancellation is made within 14 – 8 days of the departure date, you will receive a 50% refund of the payment already made (minus the price of the Event, Theatre or Show tickets, if the case);
– if your cancellation is made within 7 days or less of the departure date, you will receive no refund.
Your absence or delay of over 15 min from the meeting time established by the tour guide / agency is considered to be a No Show. The No Show does not grant you the right to any refund for the services not used. We will consider your booking as being canceled.
5. We change / cancel your booking
Occasionally we make changes to tour dates, prices, inclusions, coverage, visits, age requirements, and other Day Tours or other single service features and/or requirements. As a result, we reserve the right to cancel, change or substitute any service, tour, ticket or product that you have booked with us, at any time, for any reason.
In such cases, if you are dissatisfied with the alternative arrangements offered (where we are able to offer alternative arrangements), you will be entitled to a full refund of the original purchase price.
We make every reasonable effort to notify you as appropriate, in order to amend or re-issue the booking where feasible.
In extremely rare cases, due to Force Majeure events, we may have to change or terminate all or some of your arrangements after departure. If this situation does occur, we regret we will be unable to make any refunds, pay you compensation or meet any costs or expenses you incur as a result.
6. Our responsibilities
a. Subject to the remainder of this clause, we have the duty to carefully select our tour guides and suppliers. We have no liability to you for the actual provision of the services, except in cases where it is proved that we have breached that duty and damage to you has been caused. Therefore, providing we have selected the suppliers/subcontractors with reasonable skill and care, we will have no liability to you for anything that happens during the service in question or any acts or omissions of the tour guides and suppliers.
b. We will not be responsible or pay you compensation for any injury, illness, death, loss, damage, expense, cost or other claim of any description if it results from:
1. the act and/or omission of the person affected;
2. the act and/or omission of another participant at the tour;
3. the act and/or omission of a third party unconnected with the provision of the services contracted for and which were unforeseeable or unavoidable;
4. unusual or unforeseeable circumstances beyond ours or our suppliers control, the consequences of which could not have been avoided even if all due care had been exercised;
5. an event which either we or suppliers could not, even with all due care, have foreseen or forestalled;
6. loss or damage to any luggage or personal possessions and money.
c. We limit the amount of compensation we may have to pay you if we are found liable under this clause:
1. loss of and/or damage to any luggage or personal possessions and money. The maximum amount we will have to pay you in respect of these claims is an amount equivalent to the excess on your insurance policy which applies to this type of loss per person in total. If you do not have any insurance for this kind of loses, we are absolved of any liability.
2. Claims not falling under (a) above and which don’t involve injury, illness or death. The maximum amount we will have to pay you in respect of these claims is the price paid by you in total. This maximum amount will only be payable where everything has gone wrong and you have not received any benefit at all from your booking.
d. It is a condition of our acceptance of liability under this clause that you notify any claim to ourselves and our supplier(s) strictly in accordance with the complaints procedure set out in these conditions.
III. Package tours
(to be read in conjunction with Section I of these Terms)
1. Definition of Package
In most cases, ‘package’ means a combination of at least 2 different types of travel service (e.g. transport, accommodation and/or any other tourist service not intrinsically part of one of the already mentioned travel services) as part of the same tour, generally purchased at the same time from the same provider. The services have been selected before the traveller agrees to pay, and it is sold at an inclusive price or advertised as a package.
Please note that:
1. where you have booked a tour that lasts for less than 24 hours and which does not include overnight accommodation; or
2. where you have made a booking, which consists of not more than two type of travel service as listed above, this will not create a Package where the tourist services:
a. do not account for 25% of the value of the combination and are not advertised as, and do not otherwise represent, an essential feature of the package; or
b. are selected and purchased after the performance of the transport, accommodation or car rental has started.
These bookings will be treated as ‘Day Tours / Events’ bookings and will not be afforded the benefit of the rights under the Romanian Government Ordinance no. 2/2018. please see Section II of these Terms for the conditions applicable to such arrangements.
We reserve the right to amend the price of unsold tours at any time and correct errors in the prices of confirmed tours. We also reserve the right to increase the price of confirmed tours solely to allow for increases which are a direct consequence of changes in fees (including transportation costs, fuel costs, dues, taxes, exchange rates). However, there will be no change to the cost of your holiday within 30 days of departure.
We will absorb and you will not be charged for any increase equivalent to 2% of the price of your travel arrangements, which excludes any amendment charges and/or additional services or travel arrangements. You will be charged for the amount over and above that.
However, if this means that you have to pay an increase of more than 8% of the price of your confirmed tour (excluding any amendment charges and/or additional services or travel arrangements), you will have the option of accepting a change to another tour if we are able to offer one (if this is of equivalent or higher quality you will not have to pay more, but if it is of lower quality you will be refunded the difference in price), or cancelling and receiving a full refund of all monies paid to us, except for any amendment charges and/or additional services or travel arrangements. Should you decide to cancel for this reason, you must exercise your right to do so within 7 days from the date of the written notification of this increase.
Should the price of your tour go down due to the changes mentioned above, then any refund due will be paid to you less an administrative fee of €15. However, please note that travel arrangements are not always purchased in local currency and some apparent changes have no impact on the price of your travel due to contractual and other protection in place.
There will be no change made to the price of your confirmed tour within 30 days of your departure nor will refunds be paid during this period.
Discount prices are applicable to new bookings only made during the promotional period. Discounts will not be offered to confirmed bookings, retrospectively.
3. You request to change your booking
If you wish to change any part of your booking arrangements (e.g. hotel, transport, but not departure dates – please see below) after our confirmation invoice has been issued, you must inform us in writing as soon as possible. This should be done by the first named person on the booking. Whilst we will do our best to assist, we cannot guarantee that we will be able to meet your requested change. Where we can meet a request, all changes will be subject to payment of extra costs or charges incurred or imposed by any of our suppliers. Where we are unable to assist you and you do not wish to proceed with the original booking, and we will treat this as a cancellation by you. A cancellation fee may be payable in accordance with clause 5 below.
A change of departure date must be requested in writing and must be accompanied by an administration fee of €20, unless the request is within 60 days of departure in which case this will be treated as a cancellation by you and the cancellation fees will be applied as detailed in clause 5 below. Where a change of departure date is requested more than 60 days before departure and can be met by us, our charges are in addition to any further charges made by our appointed suppliers, whereby you would incur charges levied by this third party.
Changes by you to a confirmed booking as detailed above are only permissible where you have made a booking at the standard price, and changes cannot be made to confirmed bookings which were made on a discount price. Should changes be required on a tour booked at a discount price after the sale has ended, 100% cancellation fees apply. You may choose to re-book at the standard price available at the time. If booking a tour at a discount price, full payment must be made at the time of booking, bookings are non-transferrable and non-refundable.
Certain arrangements may not be amended or transferred after they have been confirmed and any alteration could incur a cancellation charge of up to 100% of that part of the arrangements.
4. Transfer of package bookings
If you or any member of your party is prevented from travelling on their Package tour, it may be possible to transfer your booking to another suitable person, provided that written notice is given, under the following conditions:
a. that person is introduced by you and satisfies all the conditions applicable to the holiday;
b. we are notified not less than 7 days before departure;
c. you pay any outstanding balance payment, an amendment fee of €15 per person transferring, as well as any additional fees, charges or other costs arising from the transfer;
d. the transferee agrees to these booking conditions and all other terms of the contract between us.
You and the transferee remain jointly and severally liable for payment of all sums. If you are unable to find a replacement, cancellation charges, as set out in clause 5, will apply in order to cover our estimated costs. Otherwise, no refunds will be given for passengers not travelling or for unused services.
Certain arrangements may not be amended or transferred after they have been confirmed and any alteration could incur a cancellation charge of up to 100% of that part of the arrangements.
5. You request to cancel your booking
You may cancel the booking at any time. The cancellation must be communicated to us in writing. Your notice of cancellation will only take effect when it is received in writing by us and the receive will confirmed by us in writing. It will be effective from the date on which we receive it.
Should one or more members of a party cancel, it may increase the per person tour price of those still travelling and you will be liable to pay this increase.
Since we incur costs in cancelling your arrangements, cancellation charges will be applied as shown below, calculated from the day when written notice is received by us. The sooner we receive your cancellation, the less we will charge you.
Cancellation charges apply to Multi-day Tours, considered hereby as Package Tours as follows:
– if your cancellation is made within 31 days or more of the departure date, you will receive a 100% refund of the payment already made;
– if your cancellation is made within 30 – 15 days of the departure date, you will receive a 50% refund of the payment already made;
– if your cancellation is made within 14 days or less of the departure date, you will receive no refund.
On some occasions a different refund will be made for tailor-made and group arrangements and we will notify you of this at the time of booking.
Please note that amendment charges are not refundable in any circumstances.
Certain arrangements (such as flight tickets) may not be amended after they have been confirmed and any alteration or cancellation could incur a cancellation charge of up to 100% of that part of the arrangements in addition to the charge above. If the reason for your cancellation is covered under the terms of your insurance policy, you may be able to reclaim these charges.
Where possible, we will deduct the cancellation charge from any monies you have already paid to us.
Cancellation by you, due to unavoidable & extraordinary circumstances:
You have the right to cancel your confirmed Package Tour 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 tour 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 additional compensation.
Please note that your right to cancel in these circumstances will only apply where your country’s Foreign Office (as far as your country is part of the European Union) advises against travel to your destination or its immediate vicinity, and only if the official advise is made after the booking with us was made. This right is only applicable for participants with a permanent residence and citizenship in a EU member country.
For the purposes of this clause, ‘unavoidable and extraordinary circumstances’ means 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.
This clause outlines the rights you have if you wish to cancel your Package Tour booking. Please note that there is no automatic statutory right of cancellation under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 (Directive 2011/83/EU).
6. We change / cancel your booking
Our objective is to operate all tours as advertised on our Website, published materials or offered to you upon demand. Yet, as we plan the tours many months in advance, we may occasionally have to make changes or cancel your booking and we reserve the right to do so at any time.
If we make an insignificant change to your Package Tour, we will do our best to inform you as soon as reasonably possible if there is time before your departure, but we will have no liability to you. Examples of insignificant changes include change of your accommodation to another of the same or higher standard or change of transporters.
If you do not accept the changes and wish to cancel, clause 5 (You request to cancel your package booking) will apply.
Occasionally we may have to make a significant change to your confirmed arrangements. Examples of significant changes include the following, when made before departure:
1. change of accommodation area, for the whole or a significant part of your time away;
2. change of accommodation to that of a lower standard or classification for the whole or a significant part of your time away;
3. change of outward departure time or overall length of your arrangements by more than 12 hours;
4. significant change to your tour itinerary, missing out one or more destination entirely;
5. change of guiding language.
We will not cancel your travel arrangements less than 45 days before your departure date, except for reasons of Force Majeure, low numbers or failure by you to pay the final balance. We may cancel your tour before this date if, e.g., the minimum number of clients required for a particular travel arrangement is not reached.
If we have to make a significant change or cancel, we will announce you as soon as possible. If there is enough time to do so before your departure, we will offer you the following alternatives as to:
1. accepting the changed arrangements (for significant changes);
2. having a refund of all monies paid. We will not be liable to pay you any additional compensation, expenses or costs incurred as a result of you planning your holidays. We will not be liable to refund you any amendment fee you previously paid for person transferring or changing your booking arrangements (if the case);
3. accepting an offer of alternative travel arrangements of a comparable or higher standard from us, if available (at no extra cost);
4. if available, accepting an offer of alternative arrangements of a lower standard, with a refund of the price difference between the original arrangements and the alternative arrangements.
You must notify us of your choice within 2 days of our offer. If we do not hear from you within 2 days, we will contact you again to request notification of your choice. If you fail to respond again, we will assume that you have chosen to accept the change or alternative booking arrangements.
In addition to a full refund of all monies paid by you, we will pay you reasonable compensation of €15 per person or equivalent, in the following circumstances:
a. if, where we make a significant change, you do not accept the changed arrangements and cancel your booking;
b. if we cancel your booking and no alternative arrangements are available.
The compensation that we offer does not exclude you from claiming more if you are entitled to do so.
We will not pay you compensation in the following circumstances:
a. where we make an insignificant change;
b. where we make a significant change or cancel your arrangements more than 45 days before departure;
c. where we make a significant change and you accept those changed arrangements or you accept an offer of alternative travel arrangements;
d. where we have to cancel your arrangements as a result of your failure to make full payment on time;
e. where we are forced to cancel or change your arrangements due to Force Majeure (see Section I).
If we become unable to provide a significant proportion of the booked arrangements, after you have departed, we will, if possible, make alternative arrangements for you at no extra charge and where those alternative arrangements are of a lower standard, provide you with an appropriate price reduction.
7. Our responsibilities
A. We will accept responsibility for the arrangements we agree to provide or arrange for you as a Package Organiser (PO) under Romanian Government Ordinance no. 2/2018, as set out below and as such, we are responsible for the proper provision of all travel services included in your package, as set out in your confirmation invoice, tour notes and tailor-made itinerary. Subject to these Terms, if we or our suppliers negligently perform or arrange those services and we don’t remedy or resolve your complaint within a reasonable period of time, and this has affected the enjoyment of your Package Tour you may be entitled to an appropriate price reduction or compensation or both. You must inform us without undue delay of any failure to perform or improper performance of the travel services included in this package. The level of any such price reduction or compensation will be calculated taking into consideration all relevant factors, such as, but not limited to following the complaints procedure as described in these Terms and the extent to which our employee’s or supplier’s negligence affected the overall enjoyment of your holiday. Please note that it is your responsibility to show that we or our suppliers have been negligent if you wish to make a claim against us.
B. We will not be responsible or pay you compensation for any injury, illness, death, loss, damage, expense, cost or other claim of any description if it results from:
1. the acts and/or omissions of the person affected;
2. the acts and/or omissions of a third party unconnected with the provision of the services contracted for and which were unavoidable and extraordinary;
3. Force Majeure (as defined in Section I).
C. We limit the amount of compensation we may have to pay you if we are found liable under this clause:
1. loss of and/or damage to any luggage or personal possessions and money (by fault of the agency and/or it’s representatives): the maximum amount we will have to pay you in respect of these claims is an amount equivalent to the excess on your insurance policy which applies to this type of loss per person in total. If you fail to have an adequate insurance in place to cover any losses of this kind, we will not be liable for any such compensation.
2. Claims not falling under clause 1 above and which don’t involve injury, illness or death: the maximum amount we will have to pay you in respect of these claims is the price paid by or on behalf of the person(s) affected in total. This maximum amount will only be payable where everything has gone wrong and you or your party has not received any benefit at all from your booking.
D. It is a condition of our acceptance of liability under this clause that you notify any claim to us and our supplier(s) strictly in accordance with the complaint’s procedure set out in these conditions.
E. Please note, we cannot accept any liability for any damage, loss or expense or other sum(s) of any description:
a. which on the basis of the information given to us by you concerning your booking prior to our accepting it, we could not have foreseen you would suffer or incur if we breached our contract with you; or
b. relate to any business.
F. We will not accept responsibility for services or facilities which do not form part of our agreement or where they are not advertised in our Tour description/ itinerary. For example, any excursion you book whilst away, or any service or facility which your hotel or any other supplier agrees to provide for you.
G. Where it is impossible for you to return to your departure point as per the agreed return date of your package, due to ‘unavoidable and extraordinary circumstances’, we shall provide you with any necessary accommodation (where possible, of a comparable standard) for a period not exceeding three nights per person. Please note that the 3 night cap does not apply to persons with reduced mobility, pregnant women or unaccompanied minors, nor to persons needing specific medical assistance, provided we have been notified of these particular needs at least 48 hours before the start of your tour. For the purposes of this clause, ‘unavoidable and extraordinary circumstances’ mean 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 back to your departure point.
8. Insolvency protection
We provide financial protection for all our Package Tours. If you book arrangements other than Package Tour from us, your monies will not be financially protected by our Insolvency Insurance, according to the provisions of Romanian Government Ordinance no. 2/2018.
Our insurance provider is S.C. OMNIASIG VIENNA INSURANCE GROUP S.A., Aleea Alexandru Street, no. 51, sector 1, Bucharest, phone: 021/4057420, fax. 021/213114490. The insurance policy, no. 54523, series I, was released for the period 19.02.2020 – 18.02.2021 and it covers € 30.000. You can find a copy of our insurance policy on our website www.getaclujtour.com.
In the case in which, during your holiday, you find yourself in difficulty for any reason, we will offer you such prompt assistance as is appropriate in the circumstances. In particular, we will provide you with appropriate information on health services, local authorities and consular assistance, and assistance with distance communications and finding alternative travel arrangements. Where you require assistance which is not owing to any failure by us, our staff or partners will not be liable for the costs of any alternative travel arrangements or other such assistance you require.
Subject to the other terms of these Terms, 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 (visas, passports, etc.) 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 party, or otherwise through your or your party’s negligence.
IV. Your package booking rights
(your rights as a customer under OG no. 2/2018, associated to section I and III of these Terms)
The combination of travel services made available to you is a package within the meaning of the Romanian Government Ordinance no. 2/2018. You will therefore benefit from all EU rights that apply to packages. The company S.C. CARPATINO TOURS S.R.L., Hayland Express online travel agency, trading as GetaClujTour will be fully responsible for the proper execution of the package as a whole.
In addition, under the Romanian legislation, we hold protection to refund your payments and, if the transport is included in the package, to ensure your repatriation, in the event that we become insolvent. Further information on the main rights under the Romanian Government Ordinance No. 2/2018 can be found here: www.anat.ro/wp-content/uploads/2013/09/OG-2_2018.pdf
Key rights under the Romanian Government Ordinance no. 2/2018
1. Travellers will receive all essential information about the package before concluding the package travel contract.
2. There is always at least one trader who is liable for the proper performance of all the travel services included in the contract.
3. Travellers are given an emergency number or details of a contact point where they can get in touch with the organiser or travel agent.
4. Travellers may transfer the package to another person, on reasonable notice and possibly subject to additional costs.
5. The price of the package may only be increased if specific costs rise (for instance fuel prices), and if expressly provided for in the contract, and in any event not later than 20 days before the start of the package. If the price increase exceeds 8% of the price of the package, the traveller may terminate the contract. If the organiser reserves the right to a price increase, the traveller has a right to a price reduction if there is a decrease in the relevant costs.
6. Travellers may terminate the contract without paying any termination fee and get a full refund of any payments if any of the essential elements of the package, other than the price, are changed significantly. If before the start of the package the trader responsible for the package cancels the package, travellers are entitled to a refund and compensation where appropriate.
7. Travellers may terminate the contract without paying any termination fee before the start of the package in the event of exceptional circumstances, for instance if there are serious security problems at the destination which are likely to affect the package.
8. Additionally, travellers may at any time before the start of the package terminate the contract in return for an appropriate and justifiable termination fee.
9. If, after the start of the package, significant elements of the package cannot be provided as agreed, suitable alternative arrangements will have to be offered to the traveller at no extra cost. Travellers may terminate the contract without paying any termination fee, where services are not performed in accordance with the contract and this substantially affects the performance of the package and the organiser fails to remedy the problem.
10. Travellers are also entitled to a price reduction or compensation for damages or both where the travel services are not performed or are improperly performed.
11.The organiser has to provide assistance if the traveller is in difficulty.
If the Tour Organiser becomes insolvent, payments will be refunded. If the Tour Organiser becomes insolvent after the start of the package and if transport is included in the package, repatriation of the travellers is secured.
S.C. CARPATINO TOURS S.R.L., Hayland Express online travel agency, trading as GetaClujTour has taken out insolvency protection (series I no. 54523) with S.C. OMNIASIG VIENNA INSURANCE GROUP S.A., Aleea Alexandru Street, no. 51, sector 1, Bucuresti, phone: 021/4057420, fax. 021/213114490, for Packages, covering € 30.000 for the period 19.02.2020 – 18.02.2021. You can find a copy of the insurance policy on our website www.getaclujtour.com. Travellers may contact the above mentioned entity if services are denied because of S.C. CARPATINO TOURS S.R.L., Hayland Express online travel agency, trading as GetaClujTour’s insolvency.