General Terms and Conditions
ORDERING
The Client may book the tour organized by the Agency by contacting the Agency directly by email or by contacting other authorized agents. Free agent support via email is available between 9:00 am and 5:00 pm. Use of this service outside of working hours might not be fully reachable since agents check their emails occasionally. In case of any emergency or last minute update, please call agent directly on mobile phone stated in your info document.
ITINERARIES
The Client may book an already ready itinerary suggested and/or offered by the Agency. If the Client requires the tailor-made itineraries, the Client confirms that he/she understands that the agency needs a certain time to prepare it. Time needed depends on complexity of the enquiry and can last from 24 hours to 7 working days. Tailor-made itineraries are subject to planning fees.
PLANNING FEES
Professional travel planning fees applied by the Balkans Luxury Concierge DMC are non-refundable, non-transferable and will be applied against the cost of your trip if you book the trip with Balkans Luxury Concierge DMC.
Unless otherwise stated, a travel planning quote or other written communication from Balkans Luxury Concierge, our professional travel planning fees do not include booking changes and cancellations (see below).
Our planning fees depends on the complexity of the requested trip but can’t be lower than minimum planning fees:
|
Consultation with the travel advisor |
70 €/hour |
|
Planning fee for itineraries up to 7 days |
150 € |
|
Planning fee for itineraries up to 15 days |
300 € |
|
Planning fee for itineraries up to 21 days |
600 € |
|
Planning fee for itineraries longer than 21 days |
on request |
Note: the above minimum planning fees apply to individual travellers up to 10 pax. For groups over 10 pax please request the quote by sending and e-mail to: info@balkansluxuryconcierge.hr
Balkans Luxury Concierge DMC can decide not to charge the planning fee in certain cases.
Should your travel requirements change significantly resulting in cancellation and rebooking, new or additional research & quotes, or a new or additional tailor-made itinerary or trip proposal, a new planning fee will be charged accordingly. This may also be classed as a new trip.
Missed Booking/Payment Deadline: If the client decides not to book or misses the booking/payment deadline(s) for a Pre-Planned Private Group or Charter or Packaged Tour, Cruise or Vacation, a new travel planning fee will be charged for a new booking and/or any new research/quotes requested. This will be classed as a new trip.
Booking/Itinerary Changes: Changes to a reservation/itinerary that do not require cancelling the booking are subject to change fees only (see below).
Cancelling & Requoting/Rebooking: In addition to cancellation fee(s), a new or additional travel planning fee will be charged for each cancelled service item (e.g. accommodation, transfer, tour, cruise) that needs requoting and/or rebooking. If all components of a trip itinerary are cancelled and need to be requoted/rebooked, this will be classed as a new trip.
Unbooked Service Item(s) on a Trip Proposal: Any service item(s) on a Trip Proposal requiring a requote before booking will result in an additional service fee. This will not be classed as a new trip unless all items on the itinerary/proposal need requoting.
Significant Changes to Trip Requirements: If the client makes significant or multiple changes to trip requirements (e.g. different tour or cruise itinerary or supplier, different destination(s) or resort(s), different dates or duration) after receiving quotes or a trip proposal, resulting in new research, quotes, trip proposal and/or multiple rebookings, this will be classed as a new trip and a new planning fee will be charged accordingly.
TRAVEL BOOKING CHANGE FEES
A change fee will be charged each time a change is made to a service item after booking confirmation or after trip proposal approval.
These change fees are in addition to any change fee(s) charged by the supplier(s) and any non-refundable amounts noted in their terms and conditions.
For solo and independent travellers, our change fee is 15 € per item changed on the original booking or trip proposal (e.g. name change, passport number change, hotel change, date change).
For couples, families or individuals travelling on the same booking, our change fee is 25 € per household per item changed on the original booking or trip proposal.
TRAVEL BOOKING CANCELLATION FEES
The minimum booking cancellation fee is 10% of non-refundable deposit to cover our time and administration costs required to cancel your booking and to obtain refunds where applicable. The agency retains the right to modify the % of the booking cancellation fee.
This cancellation fee is in addition to any fee(s) charged by the supplier(s) and any non-refundable amounts noted in their terms and conditions. It is the client's obligation to cover any bank charges related to refunds.
PAYMENT
Client’s deposit (30% of the total price) is due immediately on booking confirmation of which 5% is non-refundable.
The balance is due 30 days prior to arrival.
If Client is booking 4 weeks or less before arrival, payment in full is required.
Agency accepts wire transfer and major credit cards through secure payment gateway (Visa, Amex, Maestro, Mastercard). Please note that for credit cards payment a 3% fee will be applied.
PRICING, INCLUSIONS AND EXCLUSIONS
Prices do not include tips/gratuities to chauffeurs or local guides; entrance tickets to museums, some churches, national parks etc. unless stated in the proposed itinerary, international flights, optional tours, baggage and personal insurance, any items of a personal nature and any beverages or food not specifically listed under “The Program Price Includes” at the back of your confirmed program.
Tour quotes do not include airfare to/from the trip start point unless noted in the itinerary.
Agency has the right to increase the price of the Travel if the price increase is solely the direct consequence of the change of: a) the cost of transport of passengers arising from fuel costs or other energy sources, b) the amount of tax or fee for Travel services covered by a contract by authorities or entities not included in the execution of an Travel, including tourist taxes, landing fees or fees for embarkation or disembarkation at ports and airports or c) foreign exchange rates relevant to the Travel arrangement.
An increase in the price, regardless of its size, is only possible if Agency inform the Client in writing, in clear and understandable manner, with the explanation of the increase and new calculation, but no later than 20 days before the beginning of the Travel.
CANCELLATION POLICY
CANCELLATION BY CLIENT
Client must notify the Agency in written about any cancellation of the service. In such cases the cancellation fees will apply
Agency reserves the right to change/adjust and notify client on the cancellation policy change during the booking process according to the type of product offered (i.e. Exclusive property use, yacht rental, etc.)
In addition, all refunds are subject to the refund policies of each hotel, boat, and other vendors, some of which have specific cancellation policies where funds paid are non-refundable. Accordingly, the amount refunded to Client may be further reduced as a result of these policies.
The Agency cannot accept liability and will not be able to refund in case of force majeure – means any cause directly attributable to acts, events, non-happenings, omissions, accidents or Acts of God beyond the reasonable control of the Agency or the Client including, but not limited to; terrorist actions, sanitary disorders, natural disaster, disease outbreak, lock-outs or other labor disputes, civil commotion, riots, blockade, invasion, war, fire, explosion, sabotage, storm, collision, grounding, fog, new governmental act or regulation, major mechanical or electrical breakdown beyond the staff’s control and not caused by Agency negligence, traffic accidents, sudden and unusual traffic jams, intervention of competent authorities, sudden changes of public transport timetables, delays of airlines and other means of transportation, unfavorable weather conditions and the like.
If, during or after the booking of a tour, a Client anticipates they may have to cancel the tour due to unexpected obstacles or any reason, in order to avoid the costs of the tour cancellation stated in the part of these Terms and Conditions titled “Cancellation Policy”, they can pay the insurance from the risk of cancellation with the preferred insurance company directly.
Agency strongly advises to all its clients to purchase comprehensive insurance policies from the preferred insurance company in case of expiration, cancellation or interruption of travel.
All approved refunds will be issued to the Client within a timeframe of 15 to 45 days, with a deduction of 10% from the program price.
CANCELLATION BY THE AGENCY
In case of extraordinary circumstances arise that cannot be avoided or eliminated (war, riots, strike, terrorist actions, sanitary disorders, natural disaster, disease outbreak, traffic accidents, sudden and unusual traffic jams, intervention of competent authorities, sudden changes of public transport timetables, delays of airlines and other means of transportation, unfavorable weather conditions and the like), which – had they occured at the time of closing the Contract – would have been a justified reason for Agency not to conclude the contract and not to act as agent for tourist services, Agency may propose a change to the services booked or cancel the services booked (altogether or in part) with notifying Client and acting in his/her biggest interest.
Agency can cancel the Tour or withdraw from the contract and claim compensation from a traveller who does not comply with the Terms and conditions, primarily if the traveller intentionally provided inaccurate information on the travellers and their age or if changes occurred during the tour of which the traveller has not notified Agency.
Agency bears no responsibility if individual activities and services that depend on the weather conditions (low sea temperature, precipitation and the like) cannot be realized in line with the travellers’ expectations.
TRAVEL DOCUMENT
The Agency will issue a booking confirmation upon receipt of the advance payment.
Upon receipt of the balance payment, Agency sends to Client an INFO sheet (final traveling document) as a pdf document providing all the contact information, times of departures and other necessary information and strongly advises to all Clients to travel with INFO document.
INSURANCE
Bookings are secured through the guarantee fund insurance in case of insolvency for the package tour and related travel package as well as responsibility insurance that may be caused to the client by unfulfilled, partially fulfilled or mischievously fulfilled obligations for the damage related to package tour in case when Balkans Luxury Concierge jdoo is the organizer of the services.
Upon confirmation of the reservation, the Client confirms and agrees to the Agency insurance policy. If a client does not stipulate additional insurance, Agency considers that all additional insurance policies have been stipulated in his/her home country.
Neither the Agency nor our suppliers can be held responsible for any liability, cancelations, expenses, or losses that incur because of Client being inadequately insured. We strongly recommend that at the time of Tour booking, a comprehensive travel insurance policy is purchased with the preferred insurance company.
Agency strongly advises to all its clients to purchase insurance policies in case of expiration, cancellation or any sort of interruption of travel, insurance from the risk of accident and illness while on travel, insurance from the risk of damage and loss of baggage, voluntary health insurance while traveling and staying abroad, and insurance from the expenses for the assistance and return to the place of departure in case of accident or illness.
Advance payment is a confirmation of your acceptance of present terms and conditions.