Organized Travel Contract of Travelling Horse Ltd

1. Terms and abbreviations:

• This Organized Travel Contract states the general terms of offering, selling and rendering of travel services by The Licensed Tour-operator Travelling Horse Ltd, UIC 203425001,
• In the text below Travelling Horse Ltd will be referred to as the “Tour-operator”, the physical and legal entities, which purchase travel services solely, or on behalf of a group under the same reservation – the “Client”, and the Organized Travel Contract of Travelling Horse Ltd – the “Contract”,
• To identify the dining details, included per each overnight, part of the travel service, the Tour-operator uses the following abbreviations:

- ВВ – overnight with breakfast;
- НВ (half-board) -  overnight with breakfast and dinner;
- FB (full board) -  overnight with breakfast, lunch and dinner;.
- AI (All inclusive) -  full board with drinks, as well as other services as per the hotel property;
- RO – overnight only.

2. Reservations and purchase of travel service(s):

• The Client can make reservation(s) in person – at the offices of the authorized agents of the Tour-operator, and/or over the telephone or the email of the Tour-operator,
• The Client is obligated to inform the Tour-operator for travelers with disabilities, movement problems or other special needs, before receiving the final customized offer by the Tour-operator, so that the Tour-operator can make sure all requirements of the travelers with special needs  are met,
• In case the Client fails to fulfill its obligation as per the previous sub-point, the Tour-operator has the right to deny making changes in the travel services as announced for the travelers with special needs,
• The Client who makes the reservation(s) declares that all other persons, travelling under the same reservation(s), made by it, are familiar with the travel service(s)’ inclusions and accept/agree with the General Terms and Conditions of the Tour-operator,
• The Client who makes the reservation(s) assumes the responsibility for – and declares that all Personal Data of him/her as well as the other persons, travelling under the same reservation(s), made by him/her, is correct and he/she will be solely responsible for all potential losses which might occur, if this Personal Data provided is incorrect.

3. Prices and Payments:

• The total price of a travel package is announced in BGN or EUR, VAT included. The travel package cites in details all the services, included in the price,
• The Price of the travel package can be paid in installments or fully, via a bank transfer to the bank accounts of the Tour-operator. Payments in cash are not allowed,
• The discounts, announced for a particular travel package, are valid only for the period, mentioned in the promotional offer,
• In case the Client fails to make any of the payment(s) due under this Contract, the Tour-operator has the right to cancel the travel service(s) on its own discretion. In the case of such cancellation, the Tour-operator shall inform in writing the Client over the e-mail, and/or whatsapp, telegram or viber. All the down-payment(s), received by the Tour-operator regarding this reservation, will be treated as per the Cancellation policy, cited below.

4. Travel documents:

• The travel documents, issued by the Tour-operator are: Voucher, stating all travel services included, as well as an Insurance Certificate, in the case of traveling abroad. The Tour-operator sends those documents to the address, provided by the Client or to its agent’s office – to be handed in person to the Client,
• The Client assumes the responsibility to travel with Personal ID or Passport, valid at least 6 months after the date of the end of the tourist service(s) under this Contract. The Client will be solely responsible for any losses which might incur if he/she violate this obligation,
• In the case of travelling of minors abroad with only-one parent or legal guardian, the travelling parent or legal representative is obligated to  carry: a Notary-stamped declaration of the other parent or legal guardian, stating his/her agreement for the minor to travel under the particular travel program and dates and pointing-out who is the legal guardian of the  minor during the travel – an original and copies for all international borders, which will be crossed within the travel program; a Passport and an ID (if the county of origin’s law requires), valid at least 6 months after the date of the end of the tourist service(s) under this Contract,; a copy of the Birth Certificate. The Client will be solely responsible for any losses which he/she/they might incur if they violate this obligation,
• In case a travel program to a foreign country requires a visa for the Client, the Tour-operator will help to the Client by providing information on all documents, requirements and approximate deadlines of the Consulate office of the said country to issue the visa, as well as might offer the services to file-in the application(s) on the Client’s behalf. Nevertheless, the Tour-operator cannot assume any responsibility for the decision of the said Consulate office whether to grant or deny the visa, the time-period for such decision, the fees paid in the process, or the down-payments made by the Client to the Tour-operator on the particular travel program,
• The Tour-operator will furnish the Client with relevant information on the medical, sanitary and health requirement of the country(ies), visited under the travel program, subject of this Contract.

5. Changes and Cancellations of the Contract:

• The Tour-operator reserves the right to change the preliminary-announced carriers or places of accommodation of the Client with the same or higher category vendors, in case the preliminary-appointed-once issue signals, that they cannot render the respective services with the necessary quality and in a timely manner. This right will not constitute a violation of this Contract. Nevertheless, the Tour-operator has the obligation to announce the changes to the Client in writing, in 24-hours period after those have been undertaken,
• In case the announced necessary minimum of Clients is not gathered, the Tour-operator reserves the right to cancel a travel program up to 7 calendar days before departure and pay-back to the Client the full amount of payment done to this moment in 3 calendar days period without penalty,
• In the case of force-major circumstances, making impossible or threatening the health and/or wellbeing of the Client occur in the destination and on the travel dates of a travel program, the Tour-operator reserves the right to cancel the said program at any time and pay-back to the Client the sum not yet exhausted to this moment in 3 calendar days period without penalty. The Client should approach its travel insurance issuer to cover for any further losses, which resulted from the cancellation,
• The Client has the right to transfer the travel services booked to other travelers not later than 7 calendar days before departure. The announcement for the same should be received in writing, on the Tour-operator’s email. All relevant additional taxes, due to the services transfer, are carried by the Client and should be paid in 1 calendar day period after the announcement. The transfer is considered in legal power only after all relevant documents are signed by the Client and the replacing person, and all additional taxes are fully paid,
• The Client has the right to cancel the travel services pre-paid under this Contract by sending an announcement in writing, on the Tour-operator’s email. The Cancellation penalty fees are as follows:

-          In the case of travelling abroad, if the cancellation is up to 90 calendar days before departure – 50 EUR;

-          In the case of travelling abroad, if the cancellation is from 89 up to 46 calendar days before departure – in the amount of the down-payment made;

-          In the case of travelling abroad, if the cancellation is less than 45 calendar days before departure – 100% of the due travel program price;

-          In the case of travelling within Bulgaria, if the cancellation is up to 25 calendar days before departure – 50 BGN;

-          In the case of travelling within Bulgaria, if the cancellation is from 24 up to 15 calendar days before departure – in the amount of the down-payment made;

-          In the case of travelling within Bulgaria, if the cancellation is less than 14 calendar days before departure – 100% of the due travel program price.

6. Insurance:

• The Tour-operator has a valid Insurance under the requirements of Art. 61, Par. 2, Sec. 4; and Art. 97, Par. 1 of the Tourism Law of Bulgaria. The same is published in the Tour-Operators’ and Tour-Agents Registry of the Tourism Ministry,
• The Tour-operator offers to the Client the insurance “Medical expenses in case of illness and accident”, which is an obligatory requirement in the cases of traveling abroad,
• The Tour-operator offers to the Client the optional, but highly – recommendable insurance “Trip cancellation”,
• All insurance bills are charged to the Client addittionally to the sums, due for the travel package(s) and are issued and paid for on the day of the signing of the Contract.

7. The Tour-operator’s rights and obligations:

• To render to the Client all services, part of the travel program and this Contract,
• To arrange for the Client the “Medical expenses in case of illness and accident” insurance when traveling abroad and hand-over the original of the Insurance bill to the Client not later than the start of the travel program,
• To offer to the best of its ability support to the Client in the case of he/she/them facing difficulties during the times of the travel program,
• To furnish the Client with diligent information on the exact times of departure and arrival in each destination, part of the travel program, as well as contact persons on behalf of the Tour-operator and their contact details in those destinations,
• To introduce changes in the travel program, considered ”insignificant” according to the applicable law,
• To receive full payment on the services, included in the travel program,
• To deny access of a Client to any transport vehicle, in case this Client has abused alcohol, has used narcotic substances, violates the public rules, laws and good manners, or is causing significant disturbance of the other Clients, traveling on the same program.

8. The Client has the rights and obligations:

• To pay the full price of the travel program as per this Contract,
• To provide correct personal data at the time of booking and valid travel documents at the time of travel,
• To obey the local laws of the visited countries,
• To regard and comply with the local society rules and manners of behavior of the visited countries,
• To behave in a way, not harming, causing stress or negative emotions to the other travelers and counteragents of the Tour-operator,
• To use the necessary prevention means according to the contemporary medical standards in case of travel in countries with high-risk of meeting with infectious diseases,
• To comply with the instructions given by the Tour-operators’ personnel, including to be punctual on the departure times and locations,
• To learn and comply with the currency-customs regime of Bulgaria, and the other countries, part of the travel program,
• To inform immediately in writing by sending information on the Tour-operator’s email on any discrepancies between the announced and ongoing travel program,
• To receive the whole range of services, part of the travel program, as announced,
• To receive from the Tour-operator comprehensive preliminary information on the destinations, included in the program, visas and preliminary vaccinations required, exact dates of departure and return, accommodation, guiding, meals and drinks included in the price, hourly travel program, paid entrances and entertainments included, approximate number of fellow-travelers in the group expected, minimal number of travelers in the group required, deadline for the Tour-operator to confirm the departure, deadline for the Client to cancel the booking free of charge,
• To require assistance in case of problems met on an ongoing travel program, as well as to announce in writing discrepancies in it and seek remedies on them latter.

9. Responsibility:

• The Tour-operator holds the full responsibility to perform and render the full range of travel services, part of the travel program,
• In the case of proven discrepancies between the announced and happened program, the Tour-operator has the obligation to pay remedies to the Client for the losses incurred up to the limit, but not exceeding the full price, paid by the Client for it,
• In the case the Tour-operator’s responsibility on services not rendered fully or partially is limited by International laws, the same limits apply to this Contract as well,
• The Tour-operator cannot be held responsible in the following cases:

-          Delay or change of flights, train and coach transfers, due to changed time-tables of the carriers in question, as well as obstacles in the climate, weather, traffic and social peace of the local environment, hosting the program;

-          Any other force-major circumstances, hindering the performance of the activities, included in the travel program;

-          Luggage loss or damage on an ongoing travel program;

-          Travel cancellation by the Client on personal grounds for the whole program or on a part of it;

-          Delay or no-show of the Client at any of the departure locations and times as announced in the program;

-          Rejections of visas by the Consulate offices of the countries, included in a travel program;

-          Rejection of the border or customs’ services on any grounds to grant access or departure of the Client to/from any of the countries, part of the travel program;

-          Client’s behavior, hindering the travel program’s performance;

-          Actions of Third parties’ not connected to the Tour-operator, hindering the travel program’s performance;

-          Services, additionally purchased on an ongoing program personally by the Client from other than the Tour-operator suppliers;

-          Political, social and any other beliefs, preferences and attitudes, expressed by the Tour-operator’s or its counteragents’ personnel;

-          Unsatisfactory weather conditions on an ongoing program;

-          Un-announced closures of operations by tourists attractions and landmarks, included in the travel program or holidays of attractions and landmarks, not part of the travel program, but en-route to it;

-          The Client declares that he/she/they are not refugee(s) and are not seeking to obtain a refugee status in any of the countries, part of the travel program. The Tour-operator cannot be held responsible, in case this declaration is false;

• The Client is solely and personally responsible to obey the local laws, public customs, morale and behavior rules of the countries visited en route on the travel program, including alcohol and drug abuse, any criminal actions, hate or any-kind-of-discrimination speech or actions, the rules of the accommodation and dining places, transport and medical rules. In the case the Client violates these responsibilities, he/she/they is/are solely and personally accountable for any fines, losses, additional costs and other misfortunes, consequential of these actions,
• The Client is solely and personally responsible to pay any due cancellation fees, no-show or delay expenses, deporting expenses from any country of the travel program, or any other fees due to Client’s breach of this Contract, as well as to pay the losses, incurred by the Tour-operator in regard and as a consequence of the same.

10. Complaints:

• The Client is obligated to announce first time possible, in writing, on the e-mail of the Tour-operator, any discrepancies, complaints or concerns, regarding the travel program by stating correctly the facts and circumstances found and witnessed, so that the Tour-operator can initiate prompt actions to solve the problems,
• At the same time, the Client is obligated to state the above complaint(s) to the counter-agent, delivering the service(s), subject of the complaint, in the presence of the Tour-operator’s representative and if the problem still persists, tripartite protocol on the same should be elaborated and signed,
• In the case the subject of the complaint has not been tackled up until the end of the travel program, and the Client wishes to proceed on the complaint, the Client should re-send the reclamation in writing on the e-mail of the Tour-operator, up to 7 days upon return from the travel program,
• The Tour-operator is obligated to address any reclamation in writing, by replying to the e-mail, received by the Client, in 30 calendar days time-period,
• Complaints for compromised services, which have not been re-announced in writing up to 7 days upon return from the travel program, will not be addressed by the Tour-operator,
• Complaints for compromised services, which have not been announced in writing at the time of happening, but only after the return of the Client after the travel program’s completion, will not be addressed by the Tour-operator.

11. Miscellaneous:

• The Organized Travel Contract of Travelling Horse Ltd is part of the General Terms and Conditions of the company. The Client declares its agreement to this Contract by making the first payment on any services under it,
• This Contract was elaborated and signed on behalf of the Tour-operator by Mrs. Iva Dikova, General Manager, on the 22^nd of April 2024^th.

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