Against the backdrop of the current fever in the financial market, the turbulent situation in the countries of the Arab world and Asia, and constant scandals surrounding tour operators and airlines, cases of vacationers abandoning their trips have become more frequent. And in quiet times, such refusals from tours are not uncommon.
From the article you will learn how to return all the money for an already paid travel package.
A tourist can cancel a trip at any time and get a refund for it.
All questions regarding cancellation of a trip and refund of money for a failed tour are regulated by three norms: Article 782 of the Civil Code of the Russian Federation, Art. 32 of the Law “On Protection of Consumer Rights” and Art. 10 of Federal Law No. 132-FZ “On the fundamentals of tourism activities in the Russian Federation.”
In accordance with them, a person who has paid a travel agency for a trip can cancel the trip at any time and return the money for it. However, this requires compelling reasons.
Legitimate reasons for canceling a tour are:
One of the most controversial issues in the issue of refunds for a tour is how much money can be returned? According to the law (and contracts with travel agencies usually include a corresponding clause), you can return the money minus the expenses that the travel agent has already incurred (for example, booked a hotel).
There can be a lot of force majeure circumstances that disrupt vacation plans: there was a flood in the country, an outbreak Civil War, an epidemic of a contagious disease began. A recent example of unforeseen reasons is the ban on travel to Egypt after the crash of the A321 aircraft over the Sinai Peninsula.
The legal basis for a refund for a tour may be:
Law No. 132-FZ establishes that in the event of circumstances that pose a threat to vacation, a tourist who has not yet left for a problem region is returned the full cost of the tourism product. If the trip has already begun, the tour operator is obliged to return an amount proportional to the cost of services not provided to the client.
According to the Air Code of the Russian Federation, a citizen can return the entire cost of a plane ticket if he cancels more than 24 hours before departure
As mentioned above, a person may get sick before the trip, and his financial situation may sharply worsen.
If you cancel your trip in this case, you must be refunded the money minus the expenses actually incurred by the travel agency - hotel booking with a non-refundable deposit, paid insurance, etc.
However, tour operators go to all sorts of tricks to lose as little profit as possible.
The most common tricks of travel companies:
To get a refund for a tour, you must contact the tour operator’s office and write a statement
Regardless of the reasons, cancellation of the tour is formalized by visiting the operator’s office and writing a statement of termination of the contract.
In the application, you indicate the reason why you are canceling the trip (if it is personal, just write it vaguely; if it is related to force majeure, provide an additional link to the federal law and information from the Ministry of Foreign Affairs or Rostourism).
Sometimes a tour operator can independently cancel a charter flight without offering its clients alternative option rest and not returning the money. This situation becomes a good reason, at a minimum, for claims and complaints to Rospotrebnadzor and Rostourism.
You can also go to court and try to recover from the unscrupulous travel company not only the cost of the trip, but also moral damages.
For travel agencies, delaying the payment of money for a trip is a common practice. The employees will assure you that this is a labor-intensive and time-consuming task. However, the Law “On the Protection of Consumer Rights” makes it clear that a ten-day period is allotted for a refund for the tour. For each day of delay, you have the right to demand a penalty in the amount of 3% of the contract amount, as well as defend your interests in court. Be sure to mention this in your application.
Pegas Touristik (PEGAS TOURISTIK)
1. In case of refusal of a confirmed application, the CUSTOMER/AGENT undertakes, at the request of the TOUR OPERATOR, to pay the actual expenses incurred by the latter, which arise in accordance with the terms of the agreement concluded with suppliers:
The indicated amounts of actual expenses are approximate and are ultimately determined in each specific case.
2. In case of a request to restore a previously canceled application, book a new application with similar parameters to a previously canceled application for the same tourists, or a request to recalculate a non-canceled application at a new reduced price for a tourist product, the CUSTOMER/AGENT undertakes to at the request of the TOUR OPERATOR, to pay the actual expenses incurred by the latter, which arise in accordance with the terms of the agreement concluded with suppliers:
The actual expenses incurred, specified in clauses 1 and 2, in this case are not summed up.
The indicated amounts of actual expenses are approximate and are ultimately determined in each specific case.
3. The actual expenses of the TOUR OPERATOR (losses) must be compensated by the CUSTOMER/AGENT, regardless of whether they have been paid by that time by the TOUR OPERATOR or will be paid by him in the future.
4. When calculating the deadlines in the event of the CUSTOMER/AGENT’s refusal of a tourist product, the day of departure (departure) is not taken into account.
5. The consular fee for a visa is not refundable if, at the time of cancellation of the tour, the documents for the visa have already been submitted to the consulate.
6. In case of cancellation of a tourist product due to refusal to issue an entry visa, the cost of the consular fee is not refunded.
7. Refunds for air tickets on regular flights are made in accordance with the rules established by the Carrier depending on the fare.
If a TOURIST refuses a tourist product with the arrival of tourists from 20.12. until 10.01, less than 21 days before the start of the tour, the TOURIST pays the TOUR OPERATOR an unconditional penalty in the amount of 80% (eighty percent) of the total cost of the tour. If the TOURIST refuses the tourist product more than 30 days before the start of the tour, then the TOURIST pays the TOUR OPERATOR an unconditional penalty in the amount of 10% (ten percent) of the total cost of the tour.
The TOURIST is notified that the penalty is not an actual expense incurred, but only a way to ensure the fulfillment of obligations. The TOURIST is notified that collecting a penalty from him is the right, and not the obligation, of the TOUR OPERATOR and the direct Service Provider. The penalty can be collected only in the agreed amount, regardless of whose benefit it is collected. Payment of a penalty does not relieve the TOURIST from reimbursement of actual expenses incurred. Actual expenses incurred by the TOUR OPERATOR are any expenses, the fact of which is confirmed by documents, including fines, penalties and penalties paid to counterparties by the TOUR OPERATOR upon refusal of the TOURIST or trip for any reason, as well as upon cancellation of the tour at the initiative of the TOUR OPERATOR in the cases specified in this agreement, upon modification or termination of this agreement.
In case of refusal of a tourist product or any changes in the composition of services included in the tourist product, at the initiative of the TOURIST, as well as in the event of impossibility to make a trip for any reasons beyond the control of the Tour Operator, including due to refusal or delay of the embassy/consulate foreign state in issuing a visa, the TOURIST undertakes, at the request of the Tour Operator, to pay the actual expenses incurred by the Tour Operator (fines and other financial sanctions imposed on the Tour Operator by third parties in connection with the refusal of a tourist product and/or the inability to make a trip) in the following amount:
In case of refusal of a tourist product or any changes in the composition of services included in the tourist product, at the initiative of the TOURIST, as well as in the event of impossibility to make a trip for any reasons beyond the control of the Tour Operator, including due to refusal or delay of the embassy/consulate foreign state in issuing a visa, the TOURIST undertakes, at the request of the Tour Operator, to pay the actual expenses incurred by the Tour Operator (fines and other financial sanctions imposed on the Tour Operator by third parties in connection with the refusal of a tourist product and/or the inability to make a trip) in the following amount:
In any case, the TOURIST’s unilateral refusal of a confirmed application with no standard placement tourist in a hotel, as well as in case of refusal of a TOURIST with standard accommodation of a tourist in a hotel on dates specially announced by the TOUR OPERATOR, during national holidays of the Russian Federation or the country of temporary stay, as well as on school holidays, other conditions and the amount of the penalty up to 100% will be applied .
In case of refusal of the application or any changes, the TOURIST undertakes, at the request of the TOUR OPERATOR, to pay the latter’s losses in the amount of:
1. After 24 hours of booking a tour, the following penalties apply for any rebooking and cancellation of the order:
2. If the tour dates include in whole or in part the period:
The TOUR OPERATOR retains the losses incurred by it in the amount of 99% of the total cost of travel services in the following order:
3. The consular fee for a visa is not refundable in any case.
If payment for a tourist product is not received, the conditions for booking a tourist product are changed, or a confirmed reservation is canceled by at the initiative of the AGENT, the PRINCIPAL is reimbursed for the actual expenses incurred by him. Actual expenses of the PRINCIPALare the funds paid by him, including penalties and fines paid by the TOUR OPERATOR and the PRINCIPAL infulfillment of obligations under contracts with counterparties. Amounts of actual expenses of the PRINCIPAL, depending on the timingchanges to booking conditions and cancellations may be:
Note: Actual cost amounts shown are approximate and are ultimately determined on a case-by-case basis.
Dear buyer!
Please note that the agreement between you and the companyTEZInternationalGmbH is concluded in electronic form. According to the requirements of Package Travel Directive (EU) 2015/2302 Article 7, a traveler has the right to request a “paper” copy only if the package travel agreement was concluded in the simultaneous physical presence of the parties.
If you need to have a copy of the agreement signed on our part in “paper” form, then we are forced to consider this option as an additional, paid service.
The cost of sending you an original copy of the contract to an address located outside the EU is 50 euros and you can order this service by sending a letter to [email protected]
1.1. Under this agreement, the Contractor, on its own behalf, on the instructions and at the expense of the Client (Customer), assumes obligations to provide services related to the purchase of the tourism product specified in clause 2.2, as well as to receive and transfer to the Client (Customer) travel documents (voucher , air ticket, insurance) for a tourist trip, and the Client (Customer) undertakes to pay the Contractor for the services and the tour ordered by him in accordance with the contract price.
1.2. The Client (Customer) of a tourist product is understood as a tourist or other person ordering a tourist product on behalf of the tourist, including the legal representative of a minor tourist. Wherever a Tourist is indicated in the text of the contract, this also means third parties in whose interests the Client (Customer), accompanying him or persons accompanied by him acts.
2.1. The Contractor, acting on the instructions of the Client (Customer), undertakes, in accordance with this agreement, for a fee, to organize (book and pay) tourist services to travel to the selected country.
2.2. Documents certifying the client’s right to provide services included in the tour are printed by the Client (customer) independently from the Contractor’s website. If there are any shortcomings (inaccuracies) in the documents, the Client is obliged to immediately inform the Contractor about this in any available way.
The Client (Customer) undertakes:
3.1. Make payment for the tour in full on the day the contract is concluded.
3.2. Notify the artist at in writing the following information: - about the presence of diseases (including chronic ones) or medical contraindications of the attending physician that do not allow the tour (possible deterioration of health); - about the presence of any restrictions on entry/exit into the territory of the country of temporary stay or the territory of the transit country, including restrictions imposed Federal service bailiffs and (or) other government bodies.
3.3. Check with the Contractor 24 hours before departure at the departure airport information desk about the time and place of departure of the flight. Arrive at the airport for check-in no later than 3 hours before the plane’s departure to independently go through border and customs control.
3.4. Observe the border and customs regulations of the country from which he is flying and the country he is visiting, as well as the airline’s baggage rules;
3.6. Before leaving the hotel, pay bills for the use of the minibar in the room, telephone calls and other additional hotel services;
3.7. The Client (Customer) assumes full responsibility, including financial, for any actions taken or decisions made during the trip.
3.8. Provide the Contractor with complete and reliable information about the address of residence, contact numbers for prompt communication. If you purchase a tour for third parties, familiarize them with the terms of this Agreement and provide them with all the necessary information about the tour specified in this Agreement. The terms of this Agreement apply to all tourists on whose behalf the Client acts.
3.9. The Client (Customer) has the right to terminate the contract and refuse the provided tourist product by paying the Contractor for losses associated with the execution of the contract in accordance with clause 6.2.
The performer is obliged:
4.1.Inform the Client (Customer) about the booking and confirmation of the ordered services. The confirmation period for ordered services is set at three working days from the date of booking. In case of non-confirmation of the services ordered by the Client (Customer), this Agreement is considered not concluded. In this case, the funds transferred by the Client (Customer) to the Contractor are returned to him in full. Receiving information about confirmation (or non-confirmation) is the responsibility of the Client (Customer); the information will be published in the Client’s personal account on the Contractor’s website.
4.2. Provide the Client (Customer) with the following information: - about the consumer properties (quality) of the tourist product - stay program, route and travel conditions; - about the total price of the tourist product in rubles (US Dollars or Euros), about the rules and conditions of effective and safe use tourism product; - on the rules of entry into the country (place) of temporary stay and exit from the country (place) of temporary stay, including information about the need for a visa to enter the country and (or) exit from the country of temporary stay; - about the main documents required for entry into the country (place) of temporary stay and departure from the country (place) of temporary stay; - about the customs of the local population, religious rites, shrines, monuments of nature, history, culture and other objects of tourist display that are under special protection, the state of the environment natural environment(to the extent necessary for travel); - on the procedure for accessing tourist resources, taking into account the restrictive measures adopted in the country (place) of temporary stay (to the extent necessary for travel); - about the dangers that a consumer may encounter when traveling travel, the need to undergo preventive measures in accordance with international medical requirements, if the consumer intends to travel to a country (place) of temporary stay in which he may be exposed to increased risk infectious diseases; - o possible risks and their consequences for the life and health of the consumer in the event that the consumer intends to make a trip associated with the passage of routes that pose an increased danger to his life and health (mountainous and difficult terrain, speleological and water bodies, extreme types of tourism and sports, etc.) ;- about customs, border, medical, sanitary-epidemiological and other rules (to the extent necessary for travel);- about the location, postal addresses and contact phone numbers of authorities state power of the Russian Federation, diplomatic missions and consular offices of the Russian Federation located in the country (place) of temporary stay, to which the consumer can contact in the event of a temporary stay in the country (place) emergency situations or other circumstances that threaten the safety of his life and health, as well as in cases of danger of harm to the consumer’s property; - about the address (place of stay) and contact telephone number in the country (place) of temporary stay of the head of a group of minor citizens if the tourism product includes an organized departure of a group of minor citizens unaccompanied by parents, adoptive parents, guardians or trustees; - about the national and religious characteristics of the country (place) of temporary stay. The information specified in this paragraph is provided in the form of Leaflets, information for each country, booklets, catalogs posted on the website www.site. It should be borne in mind that the information contained in printed materials may change, therefore, if the Client (Customer) has questions about significant conditions or requires Additional Information, the latter must contact the Contractor with a corresponding written request at tourist@site.
4.3. Transportation of the Client (Customer) under this Agreement is carried out according to the rules of the carrier (airline, etc.). The Client's (Customer's) ticket is an agreement with the carrier, according to which the carrier bears all responsibility for transportation according to the carrier's rules. The Client (Customer) is warned that the cost of charter air tickets and air tickets for regular flights with a non-refundable fare is not refundable, regardless of the period of cancellation of the tour.
4.4. The Client’s (Customer’s) ignorance of the laws or customs of the host country does not exempt him from liability if they are violated. The guide or accompanying person is not a commentator on the law and does not share responsibility for someone else’s actions or inactions.
4.5. The Contractor with whom the tour package is booked, in the process of providing services, has the right to replace the hotel specified in this agreement with a hotel of a similar or more high category(hotel class).
4.6. In case of violation of clause 3.2. of this agreement, the agreement is considered terminated at the initiative of the Client (Customer) with the application of penalties in the form of a penalty in accordance with the conditions set out in clause 6.2. actual agreement.
4.7. At the time of concluding this agreement, the Client (Customer) received information about the consumer properties of the tourist product, the program of stay, route and travel conditions, including information about accommodation facilities, living conditions (location of the accommodation, its category) and food, services transportation of the Client (Customer) in the country of temporary stay, additional services required by the Client (Customer).
5.1. The Client (Customer) and other persons in whose interests the Client (Customer) purchases a tourism product are considered to be notified of the following:
5.1.1. When purchasing a tourism product in which the designations Standart, St., ROH are used as an accommodation number, according to the Contractor's price list, or the type of room is not specified, regardless of the number of people living in the room (tourists), a one-room standard room (Standard) is provided for accommodation ). The size of the room, including bathroom and balcony, is indicated in the catalog of the host tour operator or Contractor (at the time of publication of such a catalog), as well as on the Contractor's website. All other non-standard rooms are sold only on the basis of the description for each specific hotel, according to the specifications and Nomenclature provided in the Contractor's catalog, as well as on the Contractor's website. Any information about a hotel room obtained from other sources, including a match in the name of a non-standard room, is not objective information and is not integral part actual agreement. Persons receiving services are not guaranteed and are not an integral part of the contract for the sale of tourism products, their check-in into the hotel rooms immediately upon their arrival at the hotel, as well as their check-out from the hotel rooms immediately before leaving the hotel. This condition of the agreement is related to the checkout time (time of check-in/check-out to/from the hotel room), established by each hotel independently, and is applied in order to minimize the financial costs of paying for the cost of staying at the hotel. According to generally accepted international practice, the estimated check-out time for hotels is 12:00 p.m. local time (in some countries, the check-in time for tourists at a hotel may differ and vary from 12:00 a.m. to 4:00 p.m. local time). The Contractor's price lists indicate the number of nights of accommodation purchased as part of the general package of services, from 12:00 on the day the tour begins to 12:00 on the day the tour ends; this stay is paid by the Clients in full, regardless of the actual time staying at the hotel. Checking into a hotel room before check-out time, as well as checking out of a hotel room after check-out time, entails an obligation to pay the cost of a full day of stay at the hotel, regardless of the time actually spent in the hotel room before/after check-out time.
5.1.2. The Contractor's price lists use international terms and letter abbreviations to denote the following concepts:
RO - accommodation without meals;
BB - breakfast only;
HB - half board - breakfast and dinner (buffet), free: tea, coffee, water for breakfast;
HB+ - half board - breakfast and dinner (buffet), plus local alcoholic and non-alcoholic drinks during meals;
FB - full board - breakfast, lunch and dinner (buffet);
FB+ (EFB) - full board - breakfast, lunch and dinner (buffet), plus drinks (beer and wine in some hotels) during meals;
AI - All inclusive - all inclusive: full board, local alcoholic and non-alcoholic drinks;
UAI (Ultra All inclusive) = SAI (Superior All inclusive) = SAIVIPS (Superior All Inclusive VIP Service) = NWI (New Wave Inclusive) = MAI (Mega All Inclusive) = AEAI (All exclusive All inclusive) = DLAI (Deluxe All Inclusive) ) = MSAI (Maximum System All Inclusive) = VIPAI (VIP CLASS All inclusive) - this is All inclusive, plus imported alcoholic drinks and additional services at the discretion of the administration;
HCAI - High class all Inclusive: everything is free except: shops, telephone, doctor, hairdresser, some water sports and scuba diving;
DBL (2 VZR) - the cost of a standard double room for 2 adults;
SGL (1 VZR) - the cost of a standard single room for 1 adult;
DBL+EX.BED (3 VZR) - the cost of a standard double room for 3 adults (one adult can be accommodated on an extra bed);
SGL+CHD (1 adult + 1 child) - standard double room for 1 adult and 1 child;
SGL+2CHD (1 adult + 2 children) - standard double room for 1 adult and 2 children (one of the children is accommodated on an extra bed);
DBL+CHD (2 adults + 1 child) - standard double room for 2 adults and 1 child (the child is accommodated on an extra bed);
DBL+2CHD (2 adults + 2 children) - standard double room for 2 adults and 2 children (children are accommodated on an extra bed);
Add. bed - extra sleeping area. In a standard room only ONE extra is provided. bed.
5.1.3. The Client (Customer) is notified that, in accordance with current international law and the legislation of the Russian Federation, only an air ticket is a contract for air transportation of a passenger and his baggage. This agreement is a contract of adhesion, therefore the Customer’s tourist is informed that he is obliged to comply with all the rules of air transportation and comply with all requirements imposed by the air carrier, the crew of the aircraft, the airline and airport security services when performing international air transportation. All restrictions on the transportation of prohibited items or those requiring special conditions of transportation are indicated on the Contractor’s website in the “Memo for tourists” section and in the air ticket form. The carrier issuing a ticket for transportation by air lines another carrier, acts as the latter's agent. Any exclusion or limitation of the carrier's liability shall apply to the carrier's agents, employees or representatives and to any person whose aircraft is used for transportation by the carrier and that person's agents, employees or representatives. Checked baggage is issued to the bearer of the baggage tag. In case of damage to baggage during international transportation, notification must be submitted to the carrier in writing immediately upon discovery of the damage, but no later than 7 days from the date of receipt of the baggage. In case of delay in delivery, notification must be submitted no later than 21 days from the date of baggage collection. The tariff for transportation performed under an air transportation contract may be changed before the start of transportation. The carrier may refuse transportation if the required fare has not been paid. The carrier undertakes to take all measures within its power to transport the passenger and luggage within a reasonable time. The time indicated in the schedule and other documents is not guaranteed and does not form part of the air carriage agreement. The carrier may, without notice, transfer the passenger for carriage to another carrier, change the aircraft, change or cancel boarding at the points specified in the ticket, if necessary. The schedule may be changed without warning the passenger. The carrier is not responsible for ensuring flight connections. The passenger must comply with the requirements government agencies regarding travel, present entry, exit and other Required documents and arrive at the airport at the time appointed by the carrier, and if this time is not set, then at a time sufficient to complete pre-flight formalities. None of the agents, employees or representatives of the carrier have the right to change or cancel the provisions of the agreement for the carriage of passengers and baggage by air.
When purchasing a package travel product that includes air transportation, regardless of the airline offered, it is international. Air tickets purchased as part of a tourist product are non-refundable, regardless of the time of cancellation of air travel. The Client (Customer), when paying the cost of an air ticket as part of a tour, is notified and accepts all the conditions of air transportation, including excerpts from the terms of the air transportation agreement set out in this paragraph. The Client (Customer) undertakes one day before departure to clarify the time and airport of departure of the aircraft with the Contractor or the departure airport information desk. The Client (Customer) is notified that the time and airport of departure of the aircraft are not essential terms of this agreement. In accordance with the international rules for air transportation of passengers, baggage and their cargo, as well as the current legislation of the Russian Federation, the air carrier bears responsibility for non-fulfillment or improper fulfillment of the terms of the contract for air transportation of passengers and baggage; the proper evidence of the conclusion of an agreement between the client(s) and the airline is an air ticket. In this regard, all statements, claims, claims of the client (Customer) related to air transportation itself and its shortcomings are presented by the Client (s) directly to the airline that provided air transportation services. The air ticket must be retained until a claim is submitted to the airline.
5.1.4.. The Client (Customer) and the persons in whose interests he purchases a tourism product are notified that, in accordance with current legislation, the insurance policy issued by the Contractor is an agreement for the provision of medical services and reimbursement of expenses associated with providing medical care between the insurance company and the Client(s) traveling abroad. All insurance conditions are specified in the policy and insurance rules received by the Client(s), posted on the Contractor’s website for a specific country. Responsibility under this agreement for losses and any other damage caused to the health and/or property of the Client (Clients), incurred by the latter in connection with the failure or improper performance by the insurance company of obligations under the concluded insurance contract, in accordance with current international law and the legislation of the Russian Federation, is borne by Insurance Company. Evidence of the conclusion of an agreement between the Client(s) and the insurance company is the insurance policy transferred to the Client(s). In this regard, all statements, claims related to the occurrence of an insured event, non-fulfillment or improper fulfillment by the insurance company of its obligations under the insurance contract are submitted by the client (s) directly to the insurance company whose policy was issued to the Client. The insurance policy and any other documents confirming the occurrence of an insured event and the amount of expenses incurred in connection with the occurrence of an insured event must be retained until claims are submitted to the insurance company. One of the main obligations of the Insured person upon the occurrence of an insured event is to immediately notify the insurance company about this and strictly follow its instructions (the means of communication with the insurance company are indicated in the insurance policy). It should be borne in mind that such notification, as a rule, occurs by telephone, so if the insured is in the hotel and calls from the room, the hotel will issue an invoice for international telephone services, which the insurance company will be required to pay.
5.1.5. The Contractor recommends that the Client (Customer) insure the costs associated with canceling a trip abroad or changing the length of stay abroad. The service of obtaining travel insurance is considered completed from the moment the tour operator confirms the ordered services.
6.1. The Contractor is responsible for providing the tourist product (rights to the services provided) under the terms of this agreement, subject to full payment for the tour on time.
6.2. In case of refusal of the Client (customer) from the booked tourist product, regardless of the reasons and the period before the start of the tour, the Client (Customer) pays the Contractor the cost of the booking services provided in the amount of 1000 (one thousand) rubles and the actual expenses incurred by the Contractor related to the execution of the contract. If this is provided for by special airfare or special tour conditions, including a special condition for booking a specific hotel and/or non-standard hotel room (Suite; Villa; Family; De-luxe; Superior; Dublex; Apartament; Connection; Corner room; Studio and etc.), then the Customer is obliged to compensate for losses, which may be equal to the cost of the ordered services. The customer is notified that the fare of air tickets purchased as part of a tourism product, regardless of the airline and flight (scheduled, irregular, additional, charter) is non-refundable and does not provide for a change in the departure date. The Client (customer) is notified that the actually incurred expenses of the Contractor are any expenses, the fact of which is confirmed by documents, including fines, fees, penalties and interest paid to the contractors of the Contractor if the Client (customer) or Tourist refuses to travel for any reason, as well as in case of cancellation of the tour at the initiative of the Contractor in the cases specified in this agreement, when changing or terminating this agreement.
ATTENTION! If the Client (Customer) refuses a tourist product with the arrival of tourists on the dates from 23.12 to 08.01 And from 30.04 to 08.05 each year, as well as less than 15 days before the start of the tour, the Client (Customer) pays the Performer an unconditional penalty in the amount of 80% (eighty percent) of the total cost of the tour. If the Client (Customer) refuses a tourist product more than 15 days before the start of the tour, then the Client (Customer) pays the Contractor an unconditional penalty in the amount of 10% (ten percent) of the total cost of the tour. In case of late payment by the Client (Customer) tour, the Performer reserves the right to change (revise) the cost of the tour.
6.3. The Contractor and the tour operator with whom the tour package is booked are not liable to the Client (Customer), do not return the full or partial cost of the tour and compensation for moral damages in the event of: - Violation of the provisions of this agreement, and in case of failure to fulfill the obligations set out in Section 3 of this agreement; - Refusal of a foreign state to issue entry visas along the tour route, for delays in the consideration of documents by the consulate of a foreign state; client being late for a flight; refusal to travel outside the Russian Federation border services RF; - Failure to pass customs, sanitary, border control and other airport services, including if this is due to incorrect registration or invalidity of the passport(s), or the absence of an entry about family members in the Client’s (Customer’s) passport or the absence or incorrect registration of powers of attorney for minors ;- Change pricing policy airlines, changes in tariffs for booked air tickets, delays in departures and arrivals, changing the type of aircraft, flight cancellations, delivery and safety of the Client’s (Customer’s) luggage; Client (Customer) individual elements program (excursion program, transfer, place and level of accommodation, etc.), untimely attendance at the group meeting place, causing additional costs on the part of the Client (customer); - Non-compliance of the services provided with the unreasonable expectations of the Client (customer) and his subjective assessment.
6.4. The Client (Customer) bears full responsibility for: - the reliability of information, the authenticity and validity of documents submitted to the Contractor for registration and organization of a tourist trip (passport, certificate, power of attorney, etc.). - solving problems related to the safety of personal luggage and valuables and documents during the entire period of the trip, including on the hotel premises and in the provided room;
6.5. In the event of an unexpected increase in transport tariffs, the introduction or increase of fuel and other fees, the Contractor has the right to demand changes to the terms of this agreement and recalculate the cost of the tour by issuing an invoice to the Client (customer) for additional payment of the difference in cost. If the Client (Customer) of the tour does not agree with the new contract price, the latter may refuse to fulfill it under the terms of this contract.
6.6. In case of providing incorrect information about tourists, which will entail the need to re-print (extract) documents in the reservation systems of the relevant airlines or hotels, the Client (Customer) pays for the service of changing information in the above reservation systems in the amount of $25 for each change.
7.1. The place of conclusion of the contract is the Contractor's office located at the address: Austria, A-1010 Vienna, Bösenderferstrasse, 1/1/19.
7.2. This agreement is valid up to and including the end date of the tour.
8.1 This Agreement is governed by and construed in accordance with the Law of Austria. All disputes and disagreements that may arise in connection with the fulfillment of their obligations and arising from this Agreement, as well as individual annexes to it, the Parties will try to resolve through negotiations. If such negotiations are unsuccessful, the dispute may be referred by the interested Party to the judicial authorities at the place where the contract was concluded. If the Client (Customer) has any complaints about the quality of the tourism product, the Client (Customer) is obliged to inform the representative of the tour operator about this through the guide. If it is impossible to resolve the problem on the spot, the guide draws up a protocol and certifies it. The protocol serves as the basis for obtaining compensation from the hotel or the person at fault. Claims regarding the quality of the tourism product from Clients (Customer) are accepted by the Contractor within 20 (twenty) calendar days from the date of the end of the tour, attaching all documents confirming the non-provision or poor quality of tourist services.
8.2. From the moment of conclusion of this agreement, all previous correspondence, documents and materials of negotiations between the Parties on issues that are the subject of the agreement become invalid.
8.3. Any changes and additions to this agreement are valid only if they are made in writing and agreed upon by the Parties. Agreement can be achieved through an exchange of letters between the parties.
8.4 This agreement is drawn up in 2 (two) copies, one for each of the Parties.
8.5 The agreement is concluded in electronic form. According to the requirements of Package Travel Directive (EU) 2015/2302 Article 7, the traveler has the right to request a paper copy only if the package travel agreement was concluded in the simultaneous physical presence of the parties.
Take note: if a travel agency declares itself bankrupt, it will be difficult to return the entire amount even in this way. Tips for tourists when planning a trip Many tourists, when returning money for canceled tours, speak well of the tour operator Anex-tour, calling it caring and quickly responding to various force majeure circumstances. Others, on the contrary, scold because they have been waiting for payment for canceling the trip for more than a month. With the rapid development of the Internet, various social networks, sites for tourists and couchsurfers, travel becomes much easier and more accessible. It is best to book your own room in the city where you would like to go for a weekend or vacation. It's easy to do this by booking online on Booking.com.
Attention
Report to moderator Tolstik kurara, have you talked to your travel agency? Go tomorrow, have a heart-to-heart talk, maybe they can help you. Human factor cannot be discounted. Report to moderator kurara [without registration] IP: 195.98.170.* Tolstik Tomorrow morning I’ll run straight away, I’m very nervous that I was so foolish, to say the least.. I hope that the hotel has not yet been confirmed because the agent said that she will call once confirmed, but maybe she just postponed the call until tomorrow (since the amount has been paid in full. Report to moderator larsen kurara, don’t worry.
Info
You can rebook with Tez without any problems, even if your hotel has already been confirmed. We paid $10 for a replacement tour (change of date and hotel) from Tez.
For more convenient navigation, you can use the “Additional payments for tours” link, which is located in the center of the agent page in the “Operational information” section. Hotel catalog The hotel catalog, in addition to the “Catalogue” section for each country on the agent page, is also available on home page(banner with small square photographs) and in the “Tourists” tab. It is also available by clicking on the country name in the “TEZ TOUR Geography” section on the main page.
After selecting the country you are interested in in the “Geography of TEZ TOUR” section, go to the “Hotels” section: List of hotels in alphabetical order, with the ability to search by name. The hotel catalog has a filter by name, level, and cost.
To filter, you just need to click on the corresponding parameter in the left corner of the catalog.
Is it possible to get a refund for a tour package? In order to speed up the process, duplicate your letter electronically to email address service operator. If the tour operator is located remotely, in another city, then the claim should be sent by registered mail with courier delivery. In this case, you will know exactly when, on what day and at what time your claim was received by the company. Postal receipts should be kept, they will be needed if the case goes to court. How compensation is calculated The calculation of compensation for a failed tour is determined by the situation.
Important
Involuntary refusal provides for payments, but only in cases where this clause is specified in the contract of the tour operator or travel agency. If you bought a tour through an agency, if you refuse, the latter has the right to claim payment for the cost of its services, so the money will be returned to you without taking into account the intermediary’s commission.
How much money can they get back? Each tour operator has its own conditions, but on average, the refund policy for canceling a tour is similar for all: the sooner the client applies for termination of the contract, the less his losses.
Contact information for departments can be found via the “Contacts” link in the “About the Company” section. The name and contact e-mail of your curator can be found in the agency’s personal account, in the upper right corner, by clicking on the user login. Subscription to the newsletter The subscription form for the newsletter with operational information is located at the bottom of the agent page: No passport data of tourists If at the time of booking there is no OCP number or expiration date, then when booking online, the corresponding fields must be left blank. We remind you that passport information must be entered no less than 3 (three) working days before the departure date. If passport data is not entered within this period, then a fine of 25 USD will be imposed on the application. per person. It is necessary to add a child under 2 years of age to the application. Before booking tours with infantas, we kindly ask you to clarify additional payments for infantas.
Is it possible to get a refund if you cancel a tour? This point can be attributed to forced circumstances, but since this no longer concerns the customer, this point is isolated. Most often, the company declares itself bankrupt, and therefore cannot send people on previously purchased vouchers. Let us consider in more detail the specified reasons for refusals:
Most tourists do not read travel company contracts. In any case, even if you are not satisfied with something in the contract, the document cannot be changed.
Of course, according to the law, you can make adjustments, but the agency will refuse to cooperate with you if you play it safe. The choice - to agree to the terms or to look for other operators - is yours. Please note: think carefully before you decide to return your voucher.
If there is such a ban, then you need to deal with the tour operator. Did you know that: if you simply do not want to travel after natural disasters or a political raid that happened, but there is no official ban, this refers to voluntary abstinence from travel. If the company does not want to satisfy your requirements, then feel free to go to court. Procedure In connection with a change in circumstances, you need to formulate a written refusal of the tour or a claim.
The tour operator is responsible for your vacation. If you buy a trip through an intermediary, a travel agency, all claims and statements must be addressed specifically to the tour operator.
Expert advice: You must correctly formulate a claim or refusal, indicate in the text all your concerns or reasons why you cannot go on a tour. Make a copy of your refusal just in case.
Take the original to the tour operator. Be sure to receive a signature confirming the acceptance of your claim, its number and other details. Notification of the travel agency's decision can be in writing, sent to your home address, or electronically ( Email). In order to speed up the process, duplicate your letter in electronic form to the email address of the service operator. If the tour operator is located remotely, in another city, then the claim should be sent by registered mail with courier delivery. In this case, you will know exactly when, on what day and at what time your claim was received by the company. It's worth keeping the postal receipts, as they will be needed if the case goes to court. How compensation is calculated The calculation of compensation for a failed tour is determined by the situation.
When booking an application normally, there is no time limit.
Agreement, then he pays a penalty in the following amount: Period before the start of the tour Penalty More than 14 (fourteen) days - 5 (five) $ per person (if documents have not been issued) From 14 (fourteen) to 7 (seven) days - 10 (ten) percent of the tour cost From 6 (six) to 4 (four) days - 30 (thirty) percent of the tour cost 3 (three) days or less - 50 (fifty) percent of the tour cost You yourself have an agreement with your TA - read , what is stated there regarding penalties for you. If you cancel the tour, you will at least receive the amount of the fine specified in the agreement between the TO and TA. But in general, everything depends on the relationship between a particular TA and TEZ, i.e. TEZ can accommodate you and allow you to change the hotel without penalty or move it to other dates, although formally all this falls under “cancellation of the reservation.”
According to them, the consumer (customer) of services has the right to refuse to fulfill the contract at any time, while paying the costs actually incurred by the contractor.
There can be a lot of reasons for canceling a trip, but they are all divided into two types: voluntary and forced.
Any circumstances are considered voluntary., the respect of which cannot be confirmed by official paper, for example:
Article 782 of the Civil Code of the Russian Federation. Unilateral refusal to execute a contract for paid services
Forced circumstances for canceling a tour include:
Each tour operator has its own conditions, but on average, the policy for canceling a tour is similar for all: the sooner the client applies for termination of the contract, the less his losses.
At early booking and early failure, losses are usually minimal, approximately from 10-30$ per person up to 10% of the cost of the tour, unless, of course, special conditions for such a development of events were specified additionally (this happens, for example, if the trip occurs during holiday periods, then the conditions are stricter).
Canceling a tour for an unexcused reason a day or two before it starts will hit your pocket much harder, even to the point of not receiving any compensation from the travel agency.
If the circumstances of breaking the contract are valid (forced), then the tour operator is obliged to return the entire amount paid for the tour, minus the expenses actually incurred by him (which must be documented).
The later the application, the lower the amount of compensation, since the tour operator has already paid for the flight, hotel, transfer, consular fee, and insurance.
If forced reasons do not depend on the circumstances of the tourist, but are caused by the elements, the situation in the region or the bankruptcy of the operator, then the client is paid 100% of the deposited amount, without any deductions. This is regulated Federal Law No. 132-FZ dated November 24, 1996 (part 2, part 5, article 14).
Important! If circumstances change already on the first day after paying for the trip, there is a high probability of canceling the reservation without penalties. Please check this point before making a payment.
Each party is interested in getting out of the situation without financial losses, so misunderstandings happen from time to time. However, the outcome of the situation will depend on how competently you approach the process of returning your money. As a rule, money is returned if all previously issued documents are available.
Actions for a tourist to cancel a tour reservation:
The statement indicates only the intention to terminate the contract, and the claim states the reasons for cancellation and, if necessary, attaches a document about its significance.
It also stipulates a request to return the cost of the trip. They respond to applications quickly, within a day. Claims have the right to be considered up to 10 days.
Attention! Penalties for canceling a tour from a given tour operator depend on the country to which the tour was purchased, for example, it is easier to cancel a trip to visa-free countries, therefore the amount of fines is more flexible.
A very average table of fines looks something like this:
Time left until the start of the tour | Fine |
30 or more days | 10% of the total tour cost |
less than 1 day |
Advice. More details need to be clarified at the time of booking the tour. In some countries, penalties will be more merciful.
A large tour operator that has been on the market for a long time has a good reputation, including on the issue of peaceful cancellation of tours.
The steps a tourist takes if he wants to break the contract are standard:
We write the application immediately after the decision to cancel the tour is made., oral agreements are not an argument for starting the annulment procedure.
Reference. All statements and claims are drawn up in duplicate and must be registered with the travel agency!
In the complaint, we explain our refusal and support the necessary confirmation of our words, if any. We are applying for a refund. Cancellation of the trip depends on the period remaining before the start of the tour:
These are fairly general numbers; in each case, discuss these points separately.
Almost always, instead of returning money, the tour operator unobtrusively offers other compensation - to arrange another voyage suitable for the tourist on interesting conditions. If the situation allows, you can consider options.
In the event that the traveler wishes to receive the money back, the company undertakes to pay it within 10 days.
The tour operator values its name and reputation, so usually the cancellation of a tour takes place peacefully; all controversial issues, as a rule, are smoothed out without going to court. Algorithm of consumer actions:
If you are planning to cancel your tour, immediately call the travel agency, especially if the tour dates are approaching. The manager will clarify where to get a sample application and options for delivering it to the agency, and will also guide you on the amount of the penalty depending on the timing and reasons.
The claim will need to be accompanied by a document confirming the forced circumstances of the refusal, if any.
The tour operator Pegasus Touristik has a very detailed list of fines:
Before the tour starts | Fine |
month (31 days) or more | 20 USD from person |
10% of the total cost of ordered travel services |
|
tour start day and later |
Less favorable conditions for refusing New Year's tours:
The tour operator’s website is very informative; it’s easy to find an answer to any question there.
Such openness gives reason to believe that cancellation of travel services is quick and simple.
The chain of actions for a tourist with a full refund is as follows:
For a partial refund, the algorithm is the same, only the amount that needs to be indicated in the refund application is clarified with the manager.
Intourist fine grid:
Fine | before the start of the tour to a visa-free country | before the start of the tour to a country where a visa is required |
10% cost | ||
when canceling tours for May (from 20.04 to 08.05) and New Year (from 20.12 to 10.01) holidays, regardless of the deadline for submitting an application for tour cancellation To the tour operator in accordance with the law.
| ||
