Fjord Internet Developers will be described as “the tour operator” or “the agency”. The client will be called “CLIENT”
1. REQUIRED DOCUMENTS AND CONDITIONS FOR BOOKING
1. 1. 1. For all citizens – a valid passport according to the requirements of the Ministry of Foreign Affairs.
1.1.2. For all citizens under programs – a valid passport.
1.1.3. For citizens under the age of 18 – a valid identity card required by the relevant country.
1.1.4. Documents under items 1.1.3, 1.1.2., 1.1.3 – must be valid for at least 6 months from the date of the end of the trip.
1.2.1. In the case of children under the age of 18 who are travelling alone or with one of the parents, a notarized declaration in Bulgarian in two copies is required, that both parents agree for their child to travel abroad, the contact information of the notary and the child’s identity card. The original of the declaration along with two copies should be carried at all times.
1.2.2. The European Health Insurance Card (EHIC) for the programs in which it is accepted
1.3. Visa for the number of countries that are covered by the package.
1.4. Travel package agreement between the client and Fjord Internet Developers EOOD. The contract is concluded in 2 copies. There are separate contracts for each individual program.
1.5. Voucher for a travel package. It is issued by a travel agent in three copies, except when it is in electronic form, after payment of the full cost of the program and the declared additional services. It describes accurately the paid services included in the package.
1.6. Insurance – see item 9.
1.7. The client must provide a contact phone number, as well as the contact phone number of a relative in case of an emergency.
In case of non – compliance with the conditions under paragraph 1.1.1. – 1.7.1. the tour operator is not responsible, and all inconveniences and damages caused by this are at the expense of the affected parties.
2. THE DEADLINE FOR BOOKING AND CONCLUDING A CONTRACT
A trip can be requested one year before the departure date and up to 1 day before the departure date (depending on the selected package – not all packages allow last minute booking). To conclude a contract, you must provide the necessary documents and payment on time.
3. PRICES, TERMS AND PAYMENT METHOD
3.1. Prices are described in each program. They include VAT.
3.2. Prices for all contracts are guaranteed by the agency. Prices enter into force at the conclusion of the contract no later than the end of the calendar year in which the contract was concluded.
The tour operator reserves the right to change the prices of the program in some of the following circumstances, but not later than 14 days before the departure date:
()Changes in tax rates
()Change in the exchange rate
()Other unforeseen expenses
In these cases, the agency will request these additional costs from the CLIENT as they will not exceed 10% of the initial amount.
3.3. Payment can be made with a credit card on the website, via Epay, PayPal or by bank transfer.
Payment is made in full with one sole payment or in instalments.
3.4. Instalment payment is offered to our customers. These terms and conditions apply to all programs, unless other terms and conditions are described in a particular program, in which case they are referred to as official for the program.
In case of non-compliance with the terms of deferred payment, the agency reserves the right to cancel the trip, and all damages, inconveniences and charges incurred by this would be at the expense of the CLIENT.
3.4.1. Deferred payment can be made in two instalments. The first instalment is a deposit of 30% of the price of your chosen package on the day of concluding the contract for the travel package, but no later than 30 days before the departure date; the second instalment – for the remaining amount of the program is due no later than 25 days before the departure date.
3.5. For each program for which there is a discount specified, this price is valid only for a specific date and on the terms specified in the program.
3.6. Refund policy in connection with payments made (refund period):
3.6.1. Refunds are made within 14 days after the cancellation via the method they were paid.
3.6.2. A refund for an online booking is made by ordering a reverse transaction on a bank account or card within 14 days after the cancellation.
3.7. Tips – in most countries, it is customary to leave tips to drivers and local guides and bellboys at the end of the tour. The amount of the tip is usually from 1 euro to 5 euros per tourist per day.
4. VISA REGIME AND MEDICAL REQUIREMENTS
4.1. The visa regime, if necessary, is specified for each specific program as of January 2020. This information is valid for persons with Bulgarian citizenship. If you have a different nationality, you would often have to comply with different requirements. Please find out about them at the relevant consulate.
In accordance with the terms and conditions of the consular offices, the submission of all documents does not guarantee the issuance of a visa, but is a prerequisite for the application. It is their right to request additional documents, directly or through the agency THE TOUR OPERATOR is not responsible in case of the refusal of a visa. If the visa is refused, the specified cancellation conditions for the corresponding tour or vacation will take effect.
The tour operator is not responsible for the introduction of a visa regime for a country included in the program chosen by tourists. In case of possible refusal to travel due to the introduction of a visa regime after the conclusion of the contract, the CLIENT pays a fine for refusing to travel in accordance with the terms of the contract.
4.2. Citizens of other countries must independently check and comply with the requirements of the passport and visa regime at the respective embassies. In case of non-compliance with these requirements, the agency is not responsible, and all inconveniences and damages caused by this are at the expense of the affected parties.
4.3. In the event that specific medical and health requirements are applicable for a particular trip, they are specified in the specific program. If such information is not explicitly provided, it means that there are no medical and health requirements related to the trip.
Tourists are accommodated in hotels with categories from 5 * to 1 *, which is specified for each program. The hotel category is determined by the local standard, but differs in individual countries. Not all 3 * hotels are equipped with air conditioning and a TV. In some hotels, the use of air conditioning and TV is charged extra at the hotel reception.
Some programs offer studio accommodation. The studios do not have a reception, restaurant or lounge. Each studio has a private bathroom. Toiletries and consumables are not available. The bed linen is not changed for the duration of the stay and the studios are not cleaned.
The tourist should keep in mind that on the day of arrival the hotel rooms are usually available from 14:00 o’clock., and on the day of departure () the rooms must be vacated by no later than 11:00 o’clock. If you arrive at the hotel earlier, it is possible that your room has not yet been prepared for your accommodation. Keep in mind that thorough cleaning takes some time. If possible, the check-in at the hotel can be made earlier.
Many hotels offer breakfast, lunch and/ or dinner in the form of a rich and varied buffet. This way, you have the advantage of combining the dishes to your liking. If your hotel offers a “continental breakfast”, it means a breakfast of coffee, bread, butter and marmalade. Before the start or after the end of the season, the hotel may serve a certain menu instead of a buffet. Or, on the contrary, in high seasons, some hotels switch from a specific menu to a buffet, to dinner on a menu.
„All-Inclusive“ offers may vary depending on the hotel and distribution. Alcoholic beverages (mostly local) and soft drinks are included in the price and are often served directly in a glass.
The number of sun loungers and umbrellas provided does not correspond to the maximum number of hotel guests. In some cases, you may need to wait.
The means of accommodation specified in the programs can be changed with others of the same category, and the change of the means of accommodation cannot be a reason for refusal of travel of the tourist.
5.1. If the tourist travels alone on a bus program, the surcharge for a single room is mandatory if he explicitly wishes to be accommodated alone.
5.2. If you want to stay in a room with three beds, tourists should keep in mind that the third bed is a folding bed, sofa bed or camp bed /i.e. is not a regular bed/. Adding an extra bed reduces the space in the room and creates inconvenience for all three tourists. It is not recommended to accommodate other tourists in an extra bed, except for children younger than the age of 12.
5.3. In hotels, it is necessary to keep quiet, keep clean, and do not leave leftover food and bottles. If you are using a mini-bar, telephone or a paid video channel, do not forget to pay for these services at the reception.
5.4. THE TOUR OPERATOR is not responsible for the loss of valuables, money and documents left in the hotel room. The search for forgotten items in the hotel is carried out at the expense of the tourist. Guides are not allowed to carry unaccompanied luggage left by tourists in the hotel or on a vehicle.
5.5. During buffet meals, including breakfast, it is not allowed to take out food outside the hotel restaurant on any occasion. Otherwise, fines are collected on the spot. The Agency is not responsible for this.
5.6. In half-board guided tours, dinner is served in the hotel’s restaurant, which accommodates tourists, or in the immediate vicinity of the said hotel.
5.7. Drinks (alcoholic and non-alcoholic) during meals-breakfast, lunch or dinner, are charged extra, unless it is explicitly stated that they are included in the price. In some establishments, drinks are offered without the customer ordering them, after which they are given the tab.
5.8. In case of group tours / holidays in restaurants of most hotels, a rule is introduced that tourist from the same group are placed on common tables, and very often moving different tables is not allowed.
5.9. Air conditioners do not always have independent regulation, but are centrally serviced.
5.10. Accommodation on the 1st or higher floor is guaranteed only after prior request, after additional payment and explicit confirmation in writing by the tour operator.
5.10. Rooms with sea / lake / park / garden / pool views are guaranteed if available only after pre-payment by the customer and confirmation by the tour operator.
5.11. Internet access with an unlimited data is provided given the technical capability of the hotel and pre-payment by the client and the corresponding confirmation by the tour operator.
6. TRANSPORT AND LUGGAGE
6.1. The bus programs are conducted with comfortable tourist buses. The buses are licensed by the Ministry of Transport. This guarantees excellent technical condition, appearance, interior and all amenities: air conditioning, high passenger floor with panoramic glass, refrigerator and mini-bar, hot drinks machine, video system, radio cassette and microphone, second door, individual lighting and ventilation for each tourist, movable seats and adjustable backrests, voluminous trunks, etc. The consumption of drinks is charged additionally. Smoking is prohibited in vehicles! Eating is not allowed in vehicles! Compliance with the rules of hygiene and safety is required. During the trip there are breaks at intervals of 3-4 hours.
6.2. Some programs offer transfers from specially designated cities in Bulgaria. These transfers are guaranteed under certain conditions, if requested at least 21 days before the departure date.
6.3. Almost all tourists want to choose a seat at the front of the bus. The tourist seats located on the second row of the bus are a compliment to regular tourists. Others can use them for an additional fee of 5% of the base price. Tourists who wish to book a double seat can do so for an additional fee specifically specified for each program.
6.4. For each vehicle, there are requirements for the maximum permissible weight. According to the standard, 23 kg for a luggage can be left in the trunk and 5 kg for hand luggage are allowed. Prepare your luggage in a compact condition.
6.5. When traveling with the group by bus during the execution of the program and transfers, tourists can put in the luggage compartments above the seats only clothes and soft travel bags up to 5 kg. and in no case can they put any heavy or hard objects, bottles and others presenting a danger to tourists sitting nearby. While the bus is moving, tourists should be seated with seat belts fastened. Otherwise, personal fines may be imposed when checking passengers on the bus by local authorities. It is not allowed to move along the aisle in the bus or to have standing tourists while the bus is moving.
7. PLACE OF DEPARTURE AND PLACE OF ARRIVAL
7. 1. Specific cities and departure times are indicated in each program. The places of departure from the corresponding city are fixed at the conclusion of the contract on the tourist package.
7.2. Specific cities of return are specified in each program. The places of return are fixed at the conclusion of the contract on the tourist package.
The place of departure and return may be changed immediately before departure or return due to technical reasons – demonstrations, strikes, etc. You must leave your phone number for notification.
8. PERFORMANCE TIME
All announced hours are in local time. All announced arrival times are approximate. Delays caused by force majeure or circumstances beyond our control are possible – see item 11. In these cases, THE TOUR OPERATOR is not responsible for unconsumed services or lost time.
9.1. Insurance “Assistance when traveling abroad”
Bulgarian citizens and foreign persons temporarily residing in Bulgaria are insured. The insurance is valid during the trip outside of Bulgaria. The insurance does not cover the costs of dental care, medical expenses for chronic diseases, pregnancy expenses, pregnancy problems and abortions, and others that are not included in the Insurance. When traveling during pregnancy, a written assurance from a doctor is required that the person in question can travel during the appropriate period and program. A copy of all the terms and conditions of the mandatory travel assistance insurance for trips outside the country is attached to each booking. Bulgaria’s destination programs do not include insurance.
For all tourists under 64 years of age is provided insurance “Assistance in traveling abroad” with the insurance company “Euroins”, which is included in the price of the excursion / holiday, with a liability limit of 10,000 euros. For tourists between 65 and 74 years of age, a supplement for an increased insurance premium is required, specified in each booking.
Tourists aged 75 and over are compulsorily insured with a liability limit of EUR 15,000 from a licensed insurance company “Euroins”. The difference in the cost of insurance must be paid when making a deposit.
9.2. The tour operator has concluded an insurance contract “Responsibility of the tour operator “with the insurance company “Euroins”
9.3. Insurance ”Cancellation of the trip”
The insurance is voluntary and is not an integral part of the travel package agreement. It is intended for persons who are going on a tourist or business trips in Bulgaria or abroad. It is concluded and paid for when signing the contract of the tourist package together with the first deposit under the contract. Covers the risk of cancelled or missed travel due to medical or non-medical reasons, which are not dependent of the will of the insured and unpredictable at the time of concluding the insurance. The Insurer reimburses the Insured for expenses for airline tickets, hotel reservations and other tourist and business services performed in advance, which cannot be reimbursed upon cancellation of the trip. A number of risks are covered, including the cost of cancelling the trip; the cost of shortening or interrupting the trip; and the cost of delaying or cancelling the flight.
9.4. Insurance against theft, loss or delay of personal luggage
The insurance is voluntary and is offered for a surcharge as an additional risk to the insurance “Travel Assistance Abroad” of IC “Euroins”, which covers:
theft of personal luggage – the actual value of the stolen items, and the compensation per item cannot exceed 100 euros and is up to 400 euros in total for all items. In case of theft of personal luggage, the insured person is obliged to notify the company’s assistant and the local police authorities within 24 hours. In case of non-compliance with the terms, the insurer has the right to refuse to pay indemnities and amounts.
()loss of personal luggage while traveling by air abroad – expenses are covered up to 100 euros.
()delay of personal luggage during air travel abroad – the insured person is paid compensation in the amount of 100 euros, when the delay is more than 10 hours from the moment of reaching the final destination. This risk does not apply to the last flight on connecting flights, with which the insured returns to Bulgaria or the country of his permanent residence.
10. SPECIAL REQUIREMENTS
Please inform us of all your special requirements before concluding a contract for a travel package so that we can respond to them. We may have to pay expenses to fulfill your special requests, and for some of them you will have to pay an additional price in advance or on the spot.
THE TOUR OPERATOR complies with the requirements of Regulation (EC) 1107/2006 of the European Parliament and of the Council since 05.07.2006 about the rights of people with disabilities and people with limited mobility when traveling by air, and the CLIENT under the contract of the tourist package undertakes to notify the agency in writing in paragraph XI from the Contract for travelers with disabilities or with limited mobility.
11. FORCE MAJEURE CIRCUMSTANCES OR CIRCUMSTANCES BEYOND OUR CONTROL
During the trip, deteriorating weather conditions, complicated road conditions, delayed border crossings, tourist assistance, events that compromise part of the program in connection with national and religious holidays, mass public events, strikes, military-political conflicts and restrictions, natural disasters, change in the working hours of museums and sites, technical problem or accident with the vehicle immediately before the trip or during the trip and other exceptional circumstances, are all considered as such circumstances. As a force majeure event or event during or immediately prior to the trip, it is considered a phenomenon that cannot be predicted or avoided by the tour operator or its counter parties in the good faith performance of their duties. In these cases, we reserve the right to shift the elements and make changes in the program, and to act in accordance with the specific situation that has arisen, without the agency being held responsible and without owing penalties for this.
12. MINIMUM NUMBER OF TOURISTS
Bus programs are held for at least 24 registered tourists. THE TOUR OPERATOR reserves the right to cancel the date of the trip in case of a shortage of the minimum set by tourists for the program as follows:
() no later than 20 days before the start of the implementation of the tourist package – in the case of trips lasting more than 6 days;
() no later than 7 days before the start of the implementation of the tourist package – in the case of trips lasting from 2 to 6 days;
() no later than 48 hours before the start of the implementation of the tourist package – in the case of trips lasting less than two days.
In these cases, the tour operator refunds all amounts paid and does not owe reimbursement or compensation for the cancellation of the requested trip. If there is a shortage of the minimum number of tourists for a tourist package, the CLIENT of the tourist package will be notified in writing. The paid amount will be refunded in full after the submission of all issued documents from the office where the tourist is registered.
For all departure dates that are marked as “confirmed trip, guaranteed places” the condition is that the trip is guaranteed when booking 18 tourists 2 months in advance.
13. VALIDITY OF PRICES
The prices listed in the catalogue are valid for specific travel periods specified for each program.
There are no other oral or written contracts, pre-contracts, service descriptions, or terms other than those described in the contract.
14. STATE AND CITY TAXES
In some of the countries included in this catalogue, state arrival / departure taxes are charged. These taxes are paid on-site by tourists. Our offers indicate the approximate values of the fees. The tour operator is not responsible for introducing new or for increases in the existing state taxes.
The tourist taxes for accommodation, if such have been introduced, are specified in each specific program. This tax must be paid on the spot by tourists at the hotel reception.
The tour operator is not responsible for the introduction of a tourist tax for staying in a city included in the program chosen by tourists, which was not previously announced. The introduction of such a tax after the conclusion of the contract on the tourist package is not a reason for refusing the trip, and tourists must pay it on the spot at the hotel reception.
Tourists can use one of the discounts listed in the programs of their choice.
15.1. Children – the price of the discount is indicated in the specific program for which it is offered.
15.2. Students and undergraduates (up to 25 years old).
15 3. Regular customers – if you have traveled with us on a field trip or holiday during each of the last two years – 2021 and 2012., you will use a special discount – 3% of the main price of the package.
15.4. VIP FAMILY – exclusive offer for parents with children under 17.99 years old.: 3-4 tourists enjoy 3%, 5 or more tourists enjoy 4% off of the basic package price for each family member.
15.5. For a group of 8 to 12 full-paying tourists: 4% off of the basic price of the package.
15.6. For a group with more than 12 full-paying tourists: 1 free seat; for a group of more than 20 full-paying tourists: 2 seats free of charge; for groups of more than 30 full-paying tourists: 3 seats free of charge; for groups of more than 40 full-paying tourists: 4 seats free of charge.
For programs that have promotional prices, no other discounts can be provided. Discounts cannot be combined except for early entries.
16. CHANGES TO THE CONTRACT FOR THE TRAVEL PACKAGE, WAIVERS AND ANNULATIONS
16. 1. Any changes and cancellations of the trip are made personally by the CLIENT, and they should be presented in writing at the office where the tourist is registered.
The deadline until which the CLIENT has the right to cancel the contract for the bus program without paying a fine or compensation for this is 10:00 o’clock at the first working day for the TOUR OPERATOR, after the day when the tourist has concluded this contract for the tourist package.
When concluding a contract for a tourist package at the last minute – in the last 9 / nine / days before the departure date, the CLIENT has no right to give up without paying a fine and compensation.
Changing the date or direction in the travel package agreement is considered a cancellation of the trip. In these cases, the penalties indicated in case of refusal of travel shall come into force. These terms apply to all programs, unless otherwise specified in the specific program.
The tour operator reserves the right to cancel the trip of an individual tourist if incomplete, inaccurate or false documents were provided or in the case of non-compliance with the deadlines for their submission. If a tourist fails to arrive at the place of departure, it is considered a refusal to travel. If a tourist fails to attend an interview at the consular section, when necessary, it is considered as a refusal to travel. In these cases, the specified penalties come into force.
16.2. The penalties that are withheld when a tourist refuses to travel, regardless of the reasons, are as follows: from the day following the day of registration to 36 days before the date of departure – 35% of the main cost of the trip, from the 35th day to the day of departure – 100% of the total cost of the trip.
16.3. The period in which the consumer must notify the Agency that he / she is transferring his / her travel to a third party:
no change in the declared accommodation – from the day following the day of check-in until 61 days before the date of departure – no penalty. From 60 days to 3 working days before the departure date – the CLIENT must pay a fine of 5% of the cost of the trip. After this period, the transfer to a third party is considered as refusal to travel and the penalties indicated in case of refusal to travel come into force.
with a change in the declared accommodation – from the day following the day of registration to 61 days before the date of departure – without penalty. After this period, the transfer to a third party is considered as refusal to travel and the penalties indicated in case of refusal to travel come into force.
17. TOURIST BEHAVIOR
17. 1. Prior to travel,
the tour operator reserves the right to cancel without notice the trip of any person whose behavior is such that, in our opinion, or any other person authorized by us, causes danger, stress, harm, anger or serious inconvenience to other customers, employees or partners of the tour operator. In this case, the tour operator is not obliged to explain the cancellation. The
17.2. During the trip,
tourists must respect local customs, lifestyle and rules of conduct. You may be fined for taking out trash on the street, smoking, or crossing unmarked roadways. The tour operator reserves the right to refuse services during the trip, including complete cancellation of services until the end of the trip, to any person whose behavior is such that, in our opinion, or to another person authorized by us or a government employee – a police, customs or border guard officer, causes danger, stress, harm, anger or serious inconvenience to other customers, employees or partners of the tour operator. The tour operator is not obliged to explain or pay a fine for the cancellation, if the manifestation that caused the cancellation is documented by a protocol signed by the officials or tourists present at the place.
17.3. Late tourists are not waited for and are not reimbursed for services that have not been used. In all cases, if you deviate from the program and do not show up at the hours assigned by the guide, the tourist is obliged to report this to the phone numbers specified in the voucher.
In the cases specified in item 17.3., the tour operator is not responsible for the consequences and does not restore funds for services that were not used.
18. PHYSICAL AND HEALTH CONDITION
Some of our programs require proper physical fitness and might not be suitable for all. Please contact us for information on the specific program. Therefore, you might be required to prove your state of health before departure.
In case of requirement for observance of conditions set by a tourist with allergies, it is necessary to do so in writing in item MISCELLANEOUS of the contract for a tourist package. If it is possible for them to be fulfilled, the tour operator will confirm this in writing or will cancel the trip without penalty. This requirement can only be set initially upon the conclusion of the contract.
When traveling during pregnancy, a written confirmation from a doctor is required that the person in question can travel for the relevant period and program.
Trips are generally not suitable for people with reduced mobility.
19. CHANGES IN EXCURSIONS / HOLIDAYS
The tour operator reserves the right to change the sequence of implementation of the various elements of the program. In rare cases, some elements of the excursions may differ from the stated ones due to bad weather, changes in the political situation, or simply changes in the schedule of flights, buses, ferries or trains.
20. LIABILITY AND COMPLAINTS
The tour operator is fully responsible for the quality of all travel services included in the program.
In case of change of the time of performance or the content of services, which are performed by third parties and are described on special documents for their performance – plane tickets, ferry tickets, bus tickets on regular bus lines, railway tickets, the tour operator helps to keep the maximum part of the tourist program unchanged. In such cases, the relationship with the customer is based on the specific conditions described in the transport documents.
The tour operator is not responsible for changes in the value of additional paid transport services by the carrier, which are formed with a separate document – ticket, including ferry fees, security fees at stations and other transport sites. A change in the cost of these services is not considered a reason for refusing to travel. In case of possible refusal to travel on this ground, the penalties from item 16 shall enter into force.
The tour operator is not responsible for the declared and paid services during the program itself, regardless of whether the guide provides assistance in providing the service or not.
The tour operator is not responsible for delays due to circumstances beyond our control or insurmountable events.
Services that are not consumed due to the fault of the tourist are not subject to compensation, their cost is not refundable and are not the basis for claims on their part.
The tour operator is not responsible in the event of: stolen, lost or forgotten property and documents of tourists; in case of complaints for services selected by tourists during the trip itself; when violating the laws of the relevant state by tourists, regardless of whether they are familiar with them or not; in the event of incidents and damage to hotels, public facilities, vehicles or third parties by a tourist, who bears full material and moral responsibility, which is established on the spot.
The tour operator is not liable to the tourist in case the tourist obstructs the implementation of the program due to alcohol or drug intoxication. The tour operator is not responsible and is not liable for any compensation or fines if, due to hooliganism on the part of the tourist, their agency refused to provide services or demanded to completely exclude them from the tourist program, and this was documented by the protocol of the officials present on the spot or other tourists.
The tour operator is not responsible to the tourist in case of loss of personal luggage, documents, money and valuables, including those left in the hotel room. In such cases, the guide and tour operator cooperate with the affected party to such an extent that the tourist program of the entire group is not violated. All expenses for these actions are at the expense of the affected party.
The tour operator is not responsible to the tourist, if during the trip their health condition worsened, and they fell ill, including if it requires inpatient treatment. The responsibility of the tour operator is to provide “travel assistance abroad” insurance with an appropriate limit for accidents, rescue costs and medical expenses.
If the tourist service does not comply with the pre-stated conditions of the program, the tourist must immediately notify in writing or orally the guide / representative of the host country indicated on the voucher. The official who received the complaint must document it, clearly indicating the date of its submission. Those who receive the complaints seek to solve the problem on the spot.
In case the reasons for non-fulfillment of a certain element of the program were not resolved during the trip, the tourist has the right within 14 days after establishing the non-compliance to file a complaint.
Complaints are reviewed within 30 (thirty) days after they are received.