Terms of Use
Please read the following conditions carefully since they set out the terms and conditions of the contract between you and Travel Router s.r.l. trading as Travel Router (“we”, “us”, “our” or “ourselves”).
Please note that Travelrouter.eu is an independent online travel website and that services booked online with Travel Router are set out below,
• Section A contains the conditions which will apply when you book a Package
A Package exists if you book accommodation and any other travel product or products, excluding insurance. Please note that Travel Router do not provide flights. Flights must be purchased separately.
Booking terms & conditions
Enquiries
We are sure you will have questions about the holidays that interest you, so we do encourage you to email or phone us.
By email:
We aim to answer all enquiry emails within 12 working hours – and usually within 3 or 4 hours.
By phone: 00 420 737861614
Opening Hours (Czech/European Time)
Monday to Friday 09.00 to 19.00
Saturday 10.00 to 12.00, and 14.00 to 17.30.
UK time is one hour behind, New York time is 6 hours behind, and Delhi is 6.5 hours ahead. Leave a message outside those hours, and we will email or phone you back.
By post: ??????
Booking
THE COST OF YOUR HOLIDAY
The price of your holiday is calculated in Euros, we reserve the right to make changes to advertised prices and to correct errors in advertised and confirmed prices. The price of your chosen holiday will be confirmed at the time of booking. Between booking and confirmation, the price may be modified subject to availability in the advertised accommodation. You will be notified of any changes when your trip is confirmed, and you conserve the right to cancel the trip without charge if you do not accept any proposed modification. Once you holiday has been confirmed then, subject to the correction of errors, we will only increase or decrease the price, subject to the conditions set out in this clause, if our costs increase or decrease as a result of: I) transportation costs (including the cost of fuel) or dues; II) taxes or fees payable for services; and III) any Government (Czech and foreign) action such as changes in VAT or any other Government imposed changes. We will not change the confirmed price of your holiday due to fluctuations in currency exchange rates.
BOOKING REQUEST AND PAYMENT
By making a booking, the first named person on the booking (“the party leader”) agrees on behalf of all persons detailed on the booking that: – 1. He/she has read these terms and conditions and has the authority to and does agree to be bound by them; 2. He/she consents to our use of information in accordance with our Privacy Policy; 3. He/she is over 18 years of age and where placing an order for services with age restrictions declares that he/she and all members of the party are of the appropriate age to purchase those services; and 4. He/she accepts financial responsibility for payment of the booking on behalf of all persons detailed on the booking. In order to make a booking request, please go to the Purely Pyrenees website, or telephone us. All prices and payments shall be processed in Euros. If we do not receive all payments due (including any surcharge where applicable) in full and on time, we will send you a written reminder. If you do not pay all payments due in full within 7 days of receiving this reminder, we reserve the right to treat your booking as cancelled by you. In this case the cancellation charges set out below will be payable. All payments made by you to secure this holiday will be held and processed in accordance with our terms and conditions and relevant laws. A booking request will not be processed until we have received the required deposit. We reserve the right to not accept a booking request from a lone traveler for a trip where it is stated that a minimum of 2 participants are required.
CONFIRMATION
The confirmation of your trip is subject to availability in the accommodations advertise or alternative accommodations. If there is a modification in the tariff between the booking request and the confirmation we will ask for your agreement before finalizing your booking. A binding contract comes into existence between you and us as soon as we have issued your Booking Confirmation that will confirm the details of your booking and Invoice to the party leader. If you believe that any details on the Booking Confirmation or Invoice are wrong you must advise us immediately as changes cannot be made later and it may harm your rights if we are not notified of any inaccuracies in any document within ten days of our sending it out. These Booking Conditions and any agreement to which they apply are governed in all respects by Czech law. We both agree that any dispute, claim or other matter which arises between us out of or in connection with your contract or booking will be dealt with by the Courts of Czech Republic only (if not referred to Arbitration)
BALANCE
The balance must be paid at least 30 days before your holiday start date. The non-payment of your balance may result in the cancellation of your trip.
CANCELLATION BY YOU
Should you or any member of your party need to cancel your holiday once it has been confirmed, the party leader must immediately advise us either by email, or telephone. Your notice of cancellation will only be effective when we receive it and we have confirmed such receipt. In the case of cancellation by you, we will retain a cancellation charge: At more than 29 days before your start date: We will retain 50€ per person.
Between 29 -21 days before your start date: We will retain 25% of the amount of your trip
Between 20 – 8 days before your start date: We will retain 50% of the amount of your trip
Between 7 – 2 days before your start date: We will retain 75% of the amount of your trip
Less than 2 days before your start date: We will retain 100% of the amount of your trip
NB: The charges set out above are shown as a percentage of the total cost of the holiday payable by the person(s) cancelling, excluding any amendment charges. Amendment charges are not refundable in the event of the person(s) to whom they apply cancelling. We will deduct the cancellation charge(s) from any monies you have already paid to us. You may, of course, have a claim against your travel insurance under some circumstances above.
CUTTING YOUR HOLIDAY SHORT
If you are forced to return home early, we cannot refund the cost of any services you have not used. If you cut short your holiday and return home early in circumstances where you have no reasonable cause for complaint about the standard of accommodation and services provided, we will not offer you any refund for that part of your holiday not completed, or be liable for any associated costs you may incur. Depending on the circumstances, your travel insurance may offer cover for curtailment and we suggest that any claim is made directly with them.
CHANGES BY YOU
Should you wish to make any changes to your confirmed holiday the party leader must notify us in writing as soon as possible. While we will endeavor to assist, we cannot guarantee we will be able to meet any such requests. If we make a modification at more than 30 days before your departure date an amendment fee of 50€ per person will be payable together with any costs or charges incurred by us and/ or incurred or imposed by any of our suppliers. You should be aware that these costs could increase the closer to the departure date that changes are made. Where we are unable to assist you and you do not wish to proceed with the original booking, we will treat this as cancellation by you. A cancellation fee may be payable in accordance with our conditions. A change of holiday dates will normally be treated as a cancellation of the original booking and rebooking in which case cancellation charges will apply. Changes may result in the recalculation of the holiday price where, for example, the basis on which the price of the original holiday was calculated has changed.
TRANSFER OF BOOKING
If any member of your party is prevented from travelling, that person(s) may transfer their place to someone else (introduced by you and satisfying all conditions applicable to the arrangements) providing you meet all costs and charges incurred by us and/or incurred or imposed by any of our suppliers. If you are unable to find a replacement and can no longer commit to the booking, cancellation charges will apply. Otherwise, no refund will be given for passengers not travelling or for unused services. Note: certain arrangements may not be amended after they have been confirmed and any alteration could incur a cancellation charge of up to 100% of that part of the arrangements. You may, of course, have a claim against your travel insurance under some circumstances above.
CHANGES AND CANCELLATION BY US
CANCELLATION: We will not cancel your travel arrangements except for reasons of force majeure or failure by you to pay the final balance. CHANGES: Most changes are minor. A minor change is any change which, taking account of the information you have given us at the time of booking or which we can reasonably be expected to know as a tour operator, we could not reasonably expect to have a significant effect on your confirmed holiday. If we must make a significant change or cancel, we will tell you as soon as possible. If there is time to do so before departure, we will offer you the choice of the following options: (a) accepting the changed arrangements; (b) purchasing an alternative holiday from us of a similar standard to that originally booked if available (we will refund any price difference if the alternative is of a lower value); or (c) cancelling or accepting the cancellation in which case you will receive a full and quick refund of all monies you have paid to us. You must notify us of your choice within 7 days of our offer. If you fail to do so we will assume that you have chosen to accept the change or alternative booking arrangements
FORCE MAJEURE
Except where otherwise expressly stated in these Booking Conditions, we regret we cannot accept liability or pay any compensation where the performance or prompt performance of our contractual obligations is prevented or affected by, or you otherwise suffer any damage, loss or expense of any nature as a result of, “force majeure”. In these Booking Conditions, “force majeure” means any event which we or the supplier of the service(s) in question could not, even with all due care, foresee or avoid. Such events may include war or threat of war, riot, civil strife, terrorist activity (actual or threatened), industrial dispute, natural or nuclear disaster, adverse weather conditions, fire and all similar events outside our or the supplier(s) concerned control.
OUR LIABILITY TO YOU
(1) We will accept responsibility for the arrangements we agree to provide or arrange for you as an “organizer” as set out below. Subject to these Booking Conditions, if we or our suppliers perform or arrange your contracted holiday arrangements negligently, taking into consideration all relevant factors (for example following the complaints procedure as described in these conditions and the extent to which our or our employees’, subcontractors’ or suppliers’ acts or omissions affected the overall enjoyment of your holiday), we will pay you reasonable compensation. Please note that it is your responsibility to show that we or our supplier(s) have been negligent if you wish to make a claim against us.
(2) We will not be responsible or pay you compensation for any injury, illness, death, loss, damage, expense, cost or other claim of any description which results from: (a) the act(s) and/or omission(s) of the person(s) affected; (b) the act(s) and/or omission(s) of a third party not connected with the provision of the services contracted for and which were unforeseeable or unavoidable; or (c) unusual or unforeseeable circumstances beyond our or our supplier(s)’ control, the consequences of which could not have been avoided even if all due care had been exercised; or (d) an event which either ourselves, our employees or suppliers and subcontractors could not, even with all due care, have foreseen or forestalled.
(3) We limit the amount of compensation we may have to pay you if we are found liable under this clause: (a) loss of and/or damage to any luggage or personal possessions and money – the maximum amount we will have to pay you EUR 500 per person in total because you are assumed to have adequate insurance in place to cover any losses of this kind; (b) claims not falling under (a) above but that do not involve injury, illness or death – the maximum amount we will have to pay you is twice the price paid by or on behalf of the person(s) affected in total, this maximum amount will only be payable where everything has gone wrong and you or your party has not received any benefit at all from your booking; (It is a condition of our acceptance of liability under this clause that you notify any claim to ourselves and our supplier(s) strictly in accordance with the complaints procedure set out in these conditions.
(4) Where any payment is made, the person(s) receiving it (and their parent or guardian if under 18 years) must also assign to ourselves or our insurers any rights they may have to pursue any third party and must provide ourselves and our insurers with all assistance we may reasonably require. (6) Please note, we cannot accept any liability for any damage, loss or expense or other sum(s) of any description: (a) which on the basis of the information given to us by you concerning your booking prior to our accepting it, we could not have foreseen you would suffer or incur if we breached our contract with you; or (b) relate to any business losses. (7) We will not accept responsibility for services or facilities which do not form part of our agreement or where they are not advertised on our website. For example, any excursion you book while away, or any service or facility which your hotel or any other supplier agrees to provide for you.
COMPLAINTS AND PROBLEMS
In the unlikely event that you have any reason to complain or experience any problems with your trip you must immediately inform the hotelier, transport supplier or other supplier in question. Any verbal notification must be put in writing and given to them as soon as possible. If the complaint or problem is not resolved to your satisfaction straight away, you must contact us with full details by telephone or e-mail within 48 hours. Until we know about a problem or complaint, we cannot assist. Most problems can be dealt with quickly. If you fail to follow this simple procedure, we will have been deprived of the opportunity to investigate and rectify your complaint while you were on holiday and this may affect your rights under this contract. If you remain dissatisfied, however, you must write to us within 14 days of your return home, giving your booking reference and full details of your complaint. If, subsequently, your complaint cannot be resolved amicably, you may refer the matter to the European Commission Online Dispute (ODR) Resolution platform at http://ec.europa. eu/consumers/odr/. This ODR platform is a means of registering your complaint with us; it will not determine how your complaint should be resolved.
SPECIAL REQUESTS
If you have any special requests such as diet, room location, a facility at a hotel etc., you must advise us at the time of booking. Although we will endeavor to pass any reasonable requests on to the relevant supplier, we regret we cannot promise that any request will be met. Unless and until specifically confirmed, all special requests are subject to availability. We regret we cannot accept any conditional bookings, i.e. any booking which is specified to be conditional on the fulfilment of a particular request. All such bookings will be treated as “standard” bookings subject to the above provisions on special requests.
FINANCIAL PROTECTION
Travel Router s.r.l.has in place a guaranteed monetary fund with an independent third party which would be activated to cover all travel arrangements made with our clients in the unlikely event of our insolvency. These arrangements ensure that payments made by you for your holiday would be refunded in the unlikely event of our insolvency.
EXCURSIONS AND ACTIVITIES
We may provide you with information (in our brochures, website and/or when you are on holiday) about activities and excursions which are available in the area you are visiting. We are not involved in any such activities or excursions which are neither run, supervised nor controlled in any way by us. They are provided by local operators or other third parties who are entirely independent of us. They do not form any part of your contract with us even where we suggest operators/other third parties and/or assist you in booking such activities or excursions in any way. We cannot accept any liability on any basis in relation to such activities or excursions. PROMPT ASSISTANCE If the contract we have with you is not performed or is improperly performed as a result of failures attributable to a third party unconnected with the provision of the services, or as a result of failures due to unusual and unforeseeable circumstances beyond our control, the consequences of which could not have been avoided even if all due care had been exercised, or an event which we or our suppliers, even with all due care, could not foresee or forestall, and you suffer an injury or other material loss, we will offer you such prompt assistance as is reasonable in the circumstances. Where you experience a delay, which is not owing to any failure by us, our employees or sub-contractors, this prompt assistance is likely to extend to providing help in locating refreshments, accommodation and communications but not paying for them. Any airline or other transport supplier may however pay for or provide refreshments and/or appropriate accommodation and you should make a claim directly to them. Subject to the other terms of these conditions, we will not be liable for any costs, fees or charges you incur in the above circumstances, if you fail to obtain our prior authorization before making your own travel arrangements.
On the website:
We can only accept booking online, so if you want to book a trip please go to the appropriate page on our website and click on the button « Book Now ».
Follow the easy steps that are presented to you,and complete the booking request by paying the required deposit paid by debit or credit card. We will ask for a deposit which is 35% of the cost of the holiday.
The deposit and the balance are payable only in Euros. Your debit/credit card company might charge you extra for payments in foreign currencies.
There are no charges for last minute bookings, but if you book within 30 days of departure you will need to pay in full at the time of booking, so we recommend you call us to make sure transfers, hotels etc. are actually available before you book and pay.
We will send you an automatic acknowledgement, and then will review your booking to make sure it will work for you as you want it to. We will contact you if needs be.
The balance of payment will be due one month before departure, and can be paid by card or bank transfer.
In accordance with the rules of our profession, Travel Router is insured for Professional Liability (No. )However, each participant must have an individual civil responsibility insurance as well as an individual multi risk insurance in order to protect themselves in case of incidents or accidents that may occur before or during the trip. Please note that payment with a credit card generally covers assistance, provided you have used your card to pay for the trip.
Confirmation :
Upon receipt of your booking form we will make all the necessary reservations and confirm the booking details to you as soon as possible – usually 1 to 3 days after receipt of your booking form.
Account :Travel Router :
Bank :
Address :
IBAN :
BIC or SWIFT :
Travel Folder:
A file containing all the information about your holiday, your itinerary, information sheets, the relevant route guide, luggage tags etc will be sent as soon as you have paid the balance.
Holiday Questionnaire:
A few days after your trip you will receive by email a link to our holiday questionnaire. This questionnaire is very important to us because it lets us know how satisfied you were with your holiday, what are our areas for improvement, and any suggestions you may have for new itineraries.
However, in case of complaint please contact our Quality Department as soon as possible (info@travelrouter.eu )
