Terms and Conditions - Barefoot Beach Camps
Article 1 Introductory provisions
- In these travel conditions, the following terms shall have the following meanings:
Travel organizer: the person who, in the course of his business, offers pre-arranged trips in his own name to the public or to a group of persons.
Traveler: a. the travel organizer's counterparty, or b. the person on whose behalf the travel has been stipulated and who has accepted that stipulation, or c. the person to whom the legal relationship to the travel organizer has been transferred in accordance with Article 11 of these terms and conditions.
Travel agreement: the agreement whereby a travel organizer undertakes to his counterparty to provide a pre-arranged trip offered by him that includes an overnight stay or a period of more than 24 hours as well as at least two of the following services: a. transportation; b. accommodation; c. another tourist service not related to transportation or accommodation, which constitutes a significant part of the trip.
Self-transportation trips: trips where the traveler books only vacation accommodations and organizes their own transportation.
Booking office: the company that mediates between the traveler and the tour operator in the conclusion of the travel contract.
Working days: the days Monday through Friday, excluding legally recognized holidays.
Office hours: Monday through Friday from 09.00 - 17.30, excluding legally recognized holidays. Office hours Monday through Friday from 09.00 17.30, excluding legally recognized holidays.
Corona Policy: Specific terms and conditions applicable in relation to the Corona Pandemic.
- These travel conditions apply to all travel agreements. The tour operator may stipulate that these travel terms and conditions also apply to agreements relating to other travel, including own-account travel and shuttle bus travel, provided this is stated in the publication.
Due to the Corona Pandemic, specific conditions have been established in our Corona Policy. The trip description will indicate whether the Corona Policy applies to the particular trip. Where the Corona Policy conflicts with the Terms and Conditions, the Corona Policy applies.
Article 2 Information from the tour operator
- At the latest when the contract is concluded, the travel agent shall provide the traveler with general information about passports, visas and any health formalities appropriate to the Dutch nationality. The traveler himself is responsible for obtaining the necessary additional information from the relevant authorities and also for checking in good time before departure that the information obtained previously has not changed in the meantime.
- Information will be provided to the traveller by or on behalf of the tour operator regarding the possibility of taking out cancellation costs insurance and travel insurance. The tour operator may make the conclusion of a travel contract conditional on the traveler taking out travel insurance and may also require proof of such insurance. The travel organizer shall clearly state such a condition in the offer.
- The tour operator bears no responsibility for general information in photographs, leaflets, advertisements, websites and other information carriers, if they are prepared or published by third parties.
- In the case of air transport, the identity of the operating airline will be disclosed to the traveler as soon as it is known to the tour operator, if possible at the time of booking and at the latest when the travel documents are provided.
Article 3 Information by the traveler
- The traveler shall provide the booking office or the tour operator before or no later than the conclusion of the contract with all data concerning himself and the travelers he has registered that may be important for the conclusion or execution of the contract. This includes, if available, his cell phone numbers and e-mail addresses.
- The traveler must provide information relating to the physical and mental condition of the traveler(s) (including the use of alcohol, drugs or medication) if that physical and/or mental condition could lead to discomfort, danger or risk for the traveler or other travelers (passengers and/or crew) or third party property. The traveler is aware that the carrier (for example, the captain of an aircraft) may deny him the right to further transportation if the information proves to be incorrect or is not provided. Information must also be provided with regard to reduced mobility, as well as the need to accompany minors and disabled travelers, pregnant women, the sick and other fellow travelers. The passenger is aware that the carrier reserves the right to require a medical certificate in respect of certain medical conditions and, in the absence of such a certificate, to deny the passenger the right to (further) transportation.
- The traveler also mentions details that may be important for the proper execution of the trip by the tour operator regarding the quality or composition of the group of travelers he has notified.
- If the traveler fails in his/her duty to provide information and this results in this traveler(s) being excluded by the tour operator from (further) participation in the tour in accordance with the provisions of article 18, section 2, the costs referred to in that article shall be charged to him/her.
Article 4 Essences
- Deviations from or additions to the trip offered by the tour operator may be required on medical grounds (medical essences). The tour operator will make a real effort to comply with this, unless this cannot reasonably be required of him. Medical requirements require the express written consent of the tour operator.
- In the event of a medical essential, the tour operator is entitled to charge a reasonable amount per booking for organizational costs associated with the deviation or addition communication costs and any additional costs charged by the service providers involved in the execution of the trip. Any costs relating to medical essences can only be charged if the traveler and the tour operator agree to this.
- An essence request on other than medical grounds (other essences) will only be processed by the tour operator if it has a reasonable chance of success. In this case, he is entitled to charge a reasonable amount for this, namely the organizational costs associated with the request, communication costs and any additional costs charged by the service providers involved in the execution of the trip. These requests also require the express written consent of the tour operator. 4. The amount of compensation mentioned in this article shall be stated in the invoice and booking document of the tour operator.
THE BOOKING OF THE TRIP (Content and recording).
Article 5 Conclusion and content of agreement
- Offer and acceptance
- The contract is concluded by the traveler's acceptance of the tour operator's offer including the applicable terms and conditions. Acceptance may take place either directly or through the mediation of a booking office. After conclusion of the agreement, the traveler will receive a confirmation thereof in writing or electronically as soon as possible, possibly in the form of an invoice.
- When booking via the Internet, the tour operator shall design the booking process in such a way that, prior to acceptance, the traveler is made aware that he is entering into a contract and which conditions apply. By confirming the booking by the tour operator, the traveler is bound by this agreement.
- Revocation of offer The offer of the tour operator is non-binding and may be revoked by it if necessary. Revocation due to correction of errors in the calculation of the travel price or other errors is permitted. The cancellation must be made as soon as possible, but before 4 p.m. on the second working day after the day of acceptance, giving reasons. The traveler shall in that case be entitled to an immediate refund of any monies paid.
- Obvious errors Obvious errors and obvious mistakes do not bind the tour operator. Such errors and mistakes are errors and mistakes that - from the perspective of the average traveler - are or should be known as such at first glance.
- Negligence of third parties The travel organization exercises extreme care in the selection of carriers, accommodation providers and other suppliers. The travel organization assumes no liability for default or wrongful acts of third-party suppliers or their employees.
- Cancellation by tour operator due to insufficient participation The tour operator is entitled to cancel the agreement with immediate effect if the number of registrations is less than the required minimum number. He shall state the cancellation period and the required minimum number of registrations clearly in the offer. The cancellation must be made within the period stated in the offer and in writing. Articles 13 and 15 do not apply.
- The person who enters into an agreement in the name of or on behalf of another person (the notifier) is jointly and severally liable for all obligations under the agreement.
- All traffic (including payment traffic) between the traveler(s), on the one hand, and the tour operator and/or booking office, on the other hand, is conducted exclusively through the registrant.
- The (other) traveler(s) are liable for their own share of the contract.
- Data and caveats in publication
- If the agreed trip is included in a publication of the tour operator, the data contained therein shall also form part of the contract.
- If the tour operator has included general reservations in the general part of the program and they conflict with the travel conditions, the provisions most favorable to the traveler shall apply.
- Departure and arrival times For transportation elements of the trip, departure and arrival times will be specified in the travel documents. These times are final. The tour operator may deviate from them only within reasonable limits and only if maintaining these times cannot reasonably be required of him. In that case, articles 14 and 15 do not apply.
- Deviations from percentages in articles 6 and 12 The tour operator can deviate from the percentages mentioned in articles 6 and 12, but only if the deviating percentages have been announced in advance in the publication and/or offer and strengthen the position of the traveller. This does not affect the allowed deviations as mentioned in Article 6 section 1 and Article 12 section 2.
Article 6 Payment, interest and collection costs
- a. At the conclusion of the agreement, a deposit of the total agreed travel sum must be paid. The amount of this deposit will be made clear to the traveler in advance.
- The balance of the travel price must be in the possession of the travel organization or booking office no later than 2 calendar months before the departure date. The traveler is in default if payment is not made on time. If the traveller has not paid on time, the tour operator will send the traveller a reminder, free of charge, giving the traveller seven calendar days to make payment. If payment is not made even then, the agreement shall be deemed to have been cancelled on the day of default. The tour operator is entitled to charge the cancellation fees due for this purpose. In that case, the provisions of Article 12 apply and the monies already paid will be offset against the cancellation fees.
- If the contract is concluded within 2 calendar months before the day of departure, the entire travel sum must be paid immediately.
- The traveler who has failed to fulfill a monetary obligation to the tour operator in a timely manner shall owe statutory interest on the outstanding amount for each month of delay, starting 48 hours after the signed agreement is received. Furthermore, he is obliged to reimburse collection costs incurred by the tour operator. These amount to a maximum of: 15% on travel sums up to 2,500.00; 10% on the following 2,500.00 and 5% on the following 5,000.00 with a minimum of 40.00, unless this amount, taking into account the collection work and the amount owed, is unfair. The tour operator may deviate from the aforementioned amounts and percentages for the benefit of the traveler.
Article 7 Travel fee
- The published travel price is per person, unless otherwise specified. It includes the services and facilities mentioned in the publication, whether or not specified in different cost elements, including the unavoidable additional costs known at the time of publication that the traveler must pay for the services offered. Unavoidable additional costs mean costs that are inseparable from the service offered. This does not include the costs of additional services provided by the tour operator or third parties at the traveller's request, such as insurance premiums, as well as costs which are levied upon booking per travel group and vary according to the size of the travel group, and booking fees which may vary by sales channel.
- The published tour price is based on the prices, charges and taxes, as they were known to the tour operator at the time of its publication.
PERIOD FROM BOOKING TO EXECUTION OF TRIP
Article 8 Changes in travel price
- The tour operator is entitled to increase the travel price up to 20 calendar days before the day of departure in connection with changes in transportation costs (including fuel costs), taxes and levies due. The tour operator will thereby indicate the way in which the increase has been calculated. Such changes will also give rise to a reduction in the travel price, unless this cannot reasonably be required of the tour operator in view of the costs involved. The tour operator will inform the traveller of the way in which the reduction has been calculated. If the fare has been paid on time, the period within which the fare may no longer be increased is 2 calendar months instead of 20 calendar days prior to departure.
- a. Notwithstanding the provisions of paragraph 1, the tour operator will not change the fare of charter air travel within Europe and to Mediterranean countries after the conclusion of the travel agreement.
- In deviation from the provisions of sub a. and only in case of unforeseeable - increases in taxes or charges due, or - extreme increase in transportation costs, the tour operator may increase the travel price up to 20 calendar days before the day of departure.
- In the event of an announced price increase of the air transport costs, the traveler may ask the tour operator whether he may pay these costs to the tour operator in advance in order to avoid the price increase. If this request can be granted, these costs have been paid in full and the ticket has been issued, the tour operator will no longer change the air transport cost portion of the fare. In such cases, the cancellation fee of Article 12 will be increased by at least the paid air transport costs.
- a. The traveler is entitled to reject an increase of more than 5% of the travel sum as referred to in paragraphs 1 and 2. He must - under penalty of cancellation - exercise this right within 3 working days of receiving notification of the increase.
- If the traveler rejects the increase, the tour operator is entitled to cancel the contract. He must - under penalty of cancellation - exercise this right within 7 working days of receipt by the traveler of the notice of the increase. In that case, the traveler is entitled to a waiver or immediate refund of monies already paid. Articles 13, 14 and 15 are not applicable.
Article 9 Travel documents and necessary travel documents traveler
- The tour operator shall put the necessary travel documents in the possession of the traveler at least 10 calendar days before the day of departure (for own-account travel: before the arrival date of the first booked accommodation), unless this cannot reasonably be required of the tour operator.
- If the traveler has not received travel documents by 5 working days prior to departure at the latest, he shall report this to the tour operator or booking office without delay.
- If a trip is booked within 10 calendar days before the date of departure (for self-drive holidays: before the arrival date of the first accommodation booked), the tour operator or booking office will indicate when and how the necessary travel documents will be put into the traveller's possession. If the traveler has not received them accordingly, he shall report this to the tour operator or booking office without delay.
- The traveler himself is responsible for carrying the necessary documents, such as a valid passport, or, where permitted, an identity card and any required visas, proof of inoculations and vaccinations, driving license and green card. If the traveller cannot (completely) make the journey because of the absence of any (valid) document, this and all related consequences will be for his account, unless the tour operator has promised to take care of that document and the absence thereof can be attributed to him, or if the tour operator has failed in his duty to provide information as stipulated in article 2 section 1.
Article 10 Changes by the traveler
- After the conclusion of the contract, the traveler may request its modification. This is subject to the condition, that the traveler pays the modified travel price minus the funds already paid. In addition, he shall be obliged to pay an amount specified in the offer for amendment costs per booking and any communication costs. A decision on the request will be made as soon as possible. Up to 28 calendar days prior to departure, these changes will be made to the extent possible and in that case confirmed in writing or electronically by the tour operator.
- Rejection of changes desired by the traveler will be justified by the tour operator and communicated to the traveler without delay. The traveler may either maintain or cancel the original agreement. In the latter case, article 12 is applicable. In the absence of a response from the traveler to the rejection of his request, the original agreement shall be executed.
- Changing the departure date or reducing the number of paying passengers is considered a (partial) cancellation to which Article 12 applies. In that case, no modification or communication fees are due.
Article 11 Deployment
- In good time before the start of the trip, the traveler may be replaced by another person. This is subject to the following conditions: - the other person fulfills all the conditions associated with the contract; and - the request is submitted at least 7 calendar days prior to departure, or in sufficient time for the necessary acts and formalities to still be carried out; and - the terms and conditions of the service providers involved in the performance do not preclude this substitution.
- The notifier, the traveller and the person who replaces him are jointly and severally liable to the tour operator for the payment of the part of the fare still due, the alteration and communication costs referred to in article 10 section 1 and any additional costs resulting from the replacement.
Article 12 Cancellation by the traveler
Standard cancellation fees If a contract is cancelled, the tour operator may charge the traveler the following cancellation fees in addition to any reservation fees due:
- for cancellation up to the 60th calendar day (exclusive) before the departure day: the deposit;
- for cancellation from the 60th calendar day (inclusive) to the 30th calendar day (exclusive) before the departure day: 50% of the travel sum;
- for cancellation as of the 30th calendar day: the full travel sum.
- Partial cancellation
- If a traveler from a travel party cancels his share of a contract for a joint stay in a hotel, apartment, vacation home or other accommodation, he shall be liable for a cancellation fee.
- If the size of the remaining party appears in the price table for this accommodation, the tour operator will make the remaining traveler(s) a change proposal appropriate to the new group size for the same period and in the same accommodation.
- For the traveler(s) referred to in sub b., the travel sum will be changed in accordance with the price table. Payment of the amended travel sum will be subject to the normal payment rules of Article 6. d. If the amendment offer is not possible or not accepted, the contract will be cancelled for all travelers and all travelers will owe cancellation fees. e. The total amount of cancellation fees and amended travel sum will never exceed the total travel sum of the original travelers. Any excess will be deducted from the new travel price.
- Less damage
The traveler who cancels the trip is obliged to pay the cancellation costs in accordance with the provisions of the preceding paragraphs, unless he can make it plausible that the damage suffered by the tour operator was lower. In that case, the tour operator will charge this lower damage. By damage is meant suffered loss and lost profit.
- Out of office hours
Cancellations outside business hours are considered to be made on the next business day.
- In-the-place scaffolding
In case no cancellation takes place, but the traveler chooses in-de-place, article 11 is applicable.
Termination by the tour operator
- The tour operator has the right to cancel the contract due to serious circumstances.
- Substantial circumstances are defined as circumstances of such a nature that further binding of the tour operator to the contract cannot reasonably be required.
- a. If the cause of the cancellation can be attributed to the traveler, the resulting damage shall be borne by the traveler.
- If the cause of the cancellation can be attributed to the tour operator, the resulting damage shall be borne by the tour operator. Whether this is the case is determined on the basis of Article 15.
- If the cause of the cancellation cannot be attributed to either the traveller or the tour operator, the parties shall each bear their own damages as detailed in Article 16. 5. If the tour operator saves money as a result of the cancellation, the traveler is entitled to the amount of that saving for his part.
Article 14 Changes by the tour operator
- a. The tour operator is entitled to change the agreed service provision due to important circumstances as further described in article 13 section 2. The tour operator shall inform the traveller of changes within 3 working days, after the traveller has been informed of the change. From 10 calendar days before departure (for own-account travel: before the arrival date of the first booked accommodation), he will communicate this within 1 working day.
- If the change involves one or more substantial points, the traveler may reject the change(s).
- If the change concerns one or more non-substantial points, the traveler may reject the change only if the change causes him more than minor inconvenience.
- If the tour operator saves money due to the change, the traveler is entitled to the amount of that saving for his part.
- a. In the event of a change, the tour operator will make the traveler an alternative offer if possible. He will do this within 3 working days after the tour operator has been informed of the change. From 10 calendar days before departure (for own-account travel: before the arrival date of the first accommodation booked), a period of 2 calendar days applies.
- The alternative offer must be at least equivalent. The equivalence of alternative accommodation should be assessed according to objective standards and should be determined according to the following circumstances which should be evident from the alternative offer: - the location of the accommodation in the place of destination; - the nature and class of the accommodation; - the facilities further offered by the accommodation. The assessment referred to here must take into account: - the composition of the travelling party; - the special characteristics or circumstances of the traveller(s) concerned made known to the tour operator and confirmed by him in writing, which have been stated by the traveller(s) as being of essential importance; - the deviations from the program or additions to it desired by the traveller, which have been confirmed by the tour operator in writing for approval. 3.
- The traveler who exercises his right to reject the change or alternative offer pursuant to the preceding paragraphs must make this known within 3 calendar days of receiving notice of the change or alternative offer. From 10 calendar days before departure, a deadline of 1 calendar day applies for this.
- If the traveler rejects the change or alternative offer, the tour operator is entitled to cancel the contract with immediate effect. He must - under penalty of cancellation - exercise this right within 3 business days of receiving the traveller's rejection. From 10 calendar days prior to departure (for self-drive holidays: prior to the arrival date of the first accommodation booked), a period of 2 calendar days applies. In this case, the traveler is entitled to a waiver or restitution of the travel sum (or, if part of the trip has already been enjoyed, to restitution of a proportionate part thereof) within 2 weeks, without prejudice to his possible right to compensation for damages as referred to in paragraph 5.
- When a term from paragraphs 1, 2 and 3 of this article ends on a Sunday or holiday recognized in the Netherlands, that term shall be extended until the next working day 12:00 noon.
- a. If the cause of the change can be attributed to the tour operator, the resulting damage suffered by the traveller shall be borne by the tour operator. Whether this is the case is determined on the basis of Article 15.
- If the cause of the change is attributable to the traveler, the resulting damage shall be borne by the traveler.
- If the cause of the change cannot be attributed to either the traveler or the tour operator, the parties shall each bear their own damages as detailed in Article 16.
- If after the commencement of the agreed journey a significant part of the services, to which the contract relates, cannot be provided, the tour operator shall ensure that suitable, alternative arrangements are made with a view to continuing the journey. (For the costs thereof, see Article 16.) If such arrangements are not possible, the tour operator shall, if necessary, provide the traveller(s) with an equivalent means of transport which brings him/her back to the place of departure or another place of return agreed with the traveller(s). (For the costs thereof, see Article 16.)
- The tour operator is, without prejudice to the provisions in Article 18, part 4, obliged to inform the traveller(s) about a change in departure time made by him. With regard to the return journey, this obligation shall not apply to travellers who have booked exclusively for transport and/or whose accommodation address is not known.
Article 15 Liability and force majeure
- Without prejudice to the provisions of articles 13 and 14, the tour operator is obliged to execute the agreement in accordance with the expectations that the traveler could reasonably have on the basis of the agreement.
- If the trip does not go according to the expectations referred to in paragraph 1, the traveler is obliged to notify the parties involved as referred to in Article 19 paragraph 1 as soon as possible.
- If the trip does not turn out in accordance with the expectations referred to in paragraph 1, the tour operator shall, without prejudice to the provisions of Articles 16, 17 and 18, be obliged to compensate any damage suffered by the traveler, unless the failure to perform is not attributable to the tour operator or to the person whose assistance he uses in the performance of the contract, because:
- the failure to perform the contract is attributable to the traveler; or
- the failure in the performance of the contract could not be foreseen or could not be eliminated and is attributable to a third party not involved in the provision of the services included in the trip; or
- the failure in the performance of the contract is due to an event which the tour operator or the person whose assistance he uses in the performance of the contract could not, with all due care, foresee or remedy; or
- the failure to perform the agreement is due to force majeure as referred to in paragraph 5 of this article.
- If a cruise is part of the agreement and the traveller cannot reach the port of departure or cannot reach it in time because the flight to the port of departure cannot take place as a result of extreme weather conditions and/or government measures which make the flight impossible, this shall, in deviation from section 3, be at the traveller's risk. The condition is that the traveller has been informed of this risk and its insurability by or on behalf of the tour operator prior to the booking. The traveler shall in that case remain liable for the full travel sum, less the costs of air transport.
- Force majeure is defined as abnormal and unforeseeable circumstances independent of the will of the person invoking it, the consequences of which could not be avoided despite all precautions.
Article 16 Aid and assistance
- a. The tour operator is, according to the circumstances, obliged to provide help and assistance to the traveller, if the journey does not proceed in accordance with the expectations that the traveller could reasonably have on the basis of the agreement. The resulting costs shall be borne by the tour operator, if the failure in the execution of the agreement can be attributed to him in accordance with Article 15, section 3.
- If the cause is attributable to the traveller, the tour operator is only obliged to provide help and assistance insofar as this can reasonably be required of him. In this case, the costs shall be borne by the traveller.
- If the trip does not conform to the expectations that the traveler could reasonably have had under the contract due to circumstances that are not attributable to either the traveler or the tour operator, each shall bear their own damages. For the tour operator, this includes the extra deployment of manpower; for the traveller, this includes extra accommodation and repatriation costs.
Article 17 Exclusion and limitations of liability of tour operator
- a. In the event that a service included in the trip is subject to a Convention, Regulation or law that grants or permits an exclusion or limitation of liability to the service provider, the travel organizer's liability is excluded or limited accordingly.
- The tour operator is also not liable if and insofar as the traveler has been able to recover damages under an insurance policy, such as travel and/or cancellation insurance.
- If the tour operator is liable to the traveler for loss of travel enjoyment, the compensation shall not exceed once the travel price.
- Without prejudice to the provisions of the previous sections of this article, the travel organizer's liability for damage other than that caused by death or injury to the traveler is limited to a maximum of three times the fare, unless there is intent or gross negligence on the part of the travel organizer. In that case, his liability is unlimited.
- The tour operator accepts no liability for delays and/or damages suffered by participants due to mechanical breakdown, traffic congestion, strike, illness or other forms of force majeure.
- The exclusions and/or limitations of the travel organizer's liability contained in this article also apply for the benefit of employees of the travel organizer, the booking office and service providers involved, as well as their personnel, unless a Convention, Regulation or law excludes this.
Article 18 Obligations of the traveler
- The traveler(s) is/are obliged to comply with all instructions of the tour operator to promote the proper execution of the trip and is/are liable for damages caused by his/her/their improper conduct, to be judged by the standard of conduct of a proper traveler.
- a. The traveler who causes or may cause a nuisance or inconvenience to such an extent that the proper execution of a trip is or may be greatly hindered as a result, may be excluded from (continuation of) the trip by the travel organizer, if the travel organizer cannot reasonably be required to fulfill the contract.
- All costs resulting from a situation as referred to in section 2 under a shall be borne by the traveler, if and insofar as the consequences of hindrance or inconvenience can be attributed to him. If and insofar as the cause of the exclusion cannot be attributed to the traveler, he shall be granted a refund of the travel sum or part thereof.
- The traveler is obliged to avoid or limit any damage as much as possible, in particular by fulfilling his reporting obligation as further described in article 19 paragraph 1.
- Each traveler must ascertain the exact departure time of the return trip from the tour guide or the tour operator's local agent at least 24 hours before the specified departure time.
Article 19 Complaints during the trip
- A shortcoming in the execution of the agreement as referred to in article 15, part 2, must be reported locally as soon as possible so that a solution can be sought. To this end, the traveller must report - in this order - to: the service provider involved, the tour guide or, if the latter is not present or accessible, the tour operator. If the shortcoming is not eliminated and affects the quality of the trip, it must in any case be reported immediately to the tour operator in the Netherlands.
- If a shortcoming is not satisfactorily resolved on site, the tour operator shall provide an adequate opportunity to record it in the form of a complaint in writing in the prescribed manner (complaint report).
- The tour operator shall provide information in the travel documents regarding the procedure to be followed locally, contact details and accessibility of those involved.
- Communication costs will be reimbursed by the tour operator, unless it appears that they reasonably should not have been incurred.
- If the traveler has not complied with the reporting obligation and complaint reporting and the service provider or travel organizer has therefore not been given the opportunity to remedy the deficiency, his possible right to compensation may be limited or excluded.
AFTER THE TRAVEL
Article 20 Complaints after the trip
- If a complaint is not satisfactorily resolved, it must be submitted to the travel organizer or booking office in writing, stating reasons, at the latest within one month after the end of the trip (or, as the case may be, the service enjoyed) or after the original departure date if the trip did not go ahead. The traveler shall attach a copy of the complaint report.
- If the complaint concerns the formation of an agreement, it should be submitted to the booking office within one month of the traveler becoming aware of the facts to which the complaint relates.
- If the traveller does not submit the complaint in time, it will not be processed by the tour operator, unless the traveller cannot reasonably be blamed for this. The tour operator will notify the traveller of this in writing or electronically.
- The tour operator will provide a substantive response in writing no later than one month after receipt of the complaint.