Refund and Returns Policy

REGISTRATION – PARTICIPATION IN ORGANIZED TRIPS

Registrations are made by visiting our offices or the offices of our partners, by mail (postal or electronic), fax, telephone and through our website on the internet, with the condition (in order to reserve seats on the specific trip): 1st of the payment of the advance payment provided each time or the entire amount, in cash, by credit/debit or prepaid card or by remittance to the tourist office, within 48 hours, and 2nd the unconditional acceptance and compliance with these General Terms. For the valid registration, the specific trip, with the departure and return dates and any other distinguishing information, must be indicated on the advance payment receipt. The right to participate in the trip is guaranteed by the payment of its entire value and related charges 10 full days before departure, unless otherwise specified in the relevant Contract. Failure to pay the full value of the trip within the stipulated time entitles our Travel Agency to cancel the reservation and, if necessary, to demand cancellation fees, in accordance with the cancellation conditions provided herein. The contracting party, who represents his family or group, has the obligation to inform all his fellow travelers represented by him about the details and conditions of the trip. Participants through a third party have the same obligations as the representative who signed them up for the trip, and the tourist office makes available to them any relevant information, whenever requested. On organized air tours, your escort will be at the airport of arrival and the services start and end with the arrival and departure from/to the destination airport of the tour respectively. The Organization reserves the right to replace the leader/companion during the excursion/trip. In some cases the escort is carried out with local agents. Our Tourist Organization bears no responsibility for the days and hours of operation of markets, museums and archaeological sites.

TRAVEL PRICES – CHARGES ETC.

The value-price of the trips is indicated in our current price list. The prices of the trips are calculated on the day the price list is issued, based on the cost of the services of each trip, the cost of fuel or other energy sources, the applicable fares / surcharges, any kind of taxes or fees, the exchange rate of foreign currencies in relation to the € (Euro), as well as any other cost factor (eg minimum number of participants, etc.). Our Tourist Organization, after exhausting all possibilities of prediction, reserves the right to readjust the prices, when the above cost factors change. In particular, the price of the trip can be changed up to 20 days before the start of the travel services. In the event of a significant price increase (i.e. more than 8% of the trip value) for the above reasons, the traveler may terminate the contract without paying a termination fee and be refunded the exact amount paid. If the traveler terminates the package travel contract for the above reason, then the traveler may accept another package of equivalent or higher quality. Also, the tourist office has the right, for a certain period of time or for a limited number of seats, to pre-sell seats at more favorable prices, with special conditions of cancellation fees. Child rates vary on a case-by-case basis from offering free accommodation, without meals, in hotels and ships, to a small discount (for ages 2-12, usually, and only when two paying adults share the same room/cabin). The prices do not include the municipal tax/accommodation tax. In particular for tours in Greece, our listed prices do not include the accommodation tax of article 53 of Law 4389/2016, valid from January 1, 2018. The charge is per room/suite per night: Hotel 3*: €1.50 , 4*: € 3.00, 5*: € 4.00 and based on the law, is paid by the customer, directly to the respective hotel. In case of any modification of the method of rendering the above tax or other tax/fee, our pricing policy will be modified accordingly.

OBLIGATIONS – RESPONSIBILITIES OF A TOURIST ORGANIZATION

Our Tourist Organization has the obligation to coordinate and execute in the best possible way the trips available to travelers. However, having exhausted every possibility of prediction and care, it is not responsible for wrong actions and omissions of third parties and their partners, as well as for extraordinary situations, such as cancellations, delays or changes of routes of the various means of transport (planes, ships, buses, trains, etc. .) or in case of exclusion (“embargo”) of areas due to terrorist acts, strikes and other causes of force majeure. The Tourist Organization cannot predict or control any delays of chartered flights (charters) or scheduled planes or ships for technical or meteorological or other reasons (and consequently travelers should not plan important personal activities or combine other movements , on departure/arrival days). It is emphasized that the Tourist Organization is not able to predict or control circumstances that are outside of its sphere of influence and may lead to the cancellation of the trip or damages due to the non-performance or faulty performance of the agreed travel services. Typical examples of such cases are: strikes, accidents, diseases, epidemics, organic disorders due to local conditions, altitude, climate, due to meals not included in the travel program or due to insufficient sanitary conditions due to external factors, injuries or hardships due to war, coups, acts of terrorism, hijackings, earthquakes, weather conditions, fires, epidemics, toxic contamination and any other emergency or force majeure situation. In the above cases, our Tourist Organization bears no responsibility for the restoration of any damage caused by them, but will exhaust every effort to support and take care of the travelers in every way, without this establishing for him any responsibility or obligation to cover the related extraordinary expenses, which should be covered, as in cases of force majeure, by the travelers themselves. Reasonable complaints during the trip must be reported immediately and on the spot to the attendant (or, failing that, to our Agency), and to the provider of the particular service, in writing. If the problem raised cannot be resolved on site, after your return from the trip, you must submit any relevant complaint to our office in writing within 7 working days, together with any documents or other evidence you have of the its justification. After 7 days have passed, our Tourist Organization has no obligation to respond to any request. If damages occur due to the non-execution or faulty execution of the services of the organized trip, the compensation to the customer is limited to what is defined by the international agreements that bind the country and govern the services in question. In particular: The compensation based on the non-execution or defective execution of the services of the organized trip, is limited to twice the value of the per person price of the trip. For an organized trip to be possible, a minimum number of 20 (twenty) participants (not including children under 12) is required. For long trips, the minimum number of participants is limited to 15 (fifteen) people or the number determined by the excursion program. If this number is not filled, our office reserves the right to cancel the specific trip, and must inform the customers who had registered for it and return the money they had paid, without any other obligation. Services that are not mentioned in the descriptions of the programs of the organized trips or that are mentioned as optional, are either not offered at all by our Tourist Organization or are available at an additional charge over and above the listed prices, if it is finally possible to implement them. Our Organization bears no responsibility for the optional events, which are carried out by the local agencies. After the completion of your trip, our Organization will issue the statutory tax documents, which will be collected from our offices on working days and financial services hours (from Monday to Friday 10:00-17:00) .

OBLIGATIONS – RESPONSIBILITIES OF TRAVELERS

Because other people usually take part in the organized trip, it is necessary for the corresponding social behavior and absolute compliance of the travelers with the travel program and the instructions of the escorts or guides and their timely arrival at the meeting places for the various benefits of the program (flights , transport, guided tours, excursions, meals, etc.). If the traveler’s delay or inconsistency results in the loss of a flight, excursion, transfer or other service, the traveler must rejoin the group at his own risk and expense, with no right to a refund for the missed service or and for the entire journey, if it fails to reconnect. Our Tourist Organization will make every possible effort to assist him, without having or assuming any obligation or responsibility. You should be at the airports and ports at least two (2) hours before your departure. If there is no accompanying person on the trip, you must confirm on the spot your next flights with the airline and make sure what time and from which airport and station (terminal) your flight departs. In the event that a traveler interrupts his trip by his own decision and leaves the group, he is not entitled to any further service or compensation, and the responsibility and costs of any travel outside the group shall be borne solely by him. In the same way, our office bears no responsibility for organized travel services that were not provided to the traveler due to his own negligence or responsibility, due to his illness or sudden accident. In the event that the customer is unable to participate in the organized trip in which he has reserved a place, he can assign (by informing our Organization in writing to this effect) his reservation to another person, who meets the conditions for participation in the specific trip, no later than 7 days before the start of travel services, while for sea transport the corresponding deadline is 10 working days before departure. The substitute (transferee) and the original participant (assignor) are equally responsible towards our Travel Agency, to pay to it any remaining balance of the amount, as well as any additional costs of this assignment. It is clarified that any possible change should be exactly within the same framework and will be acceptable as long as all the service providers in the organized trip (commercial companies, hotels, etc.) accept the changes. Especially in the case of air carriers, it should be pointed out that it is not allowed to change the passenger’s personal information, but only to cancel the existing reservation and reserve a new seat, as long as this is possible and at the corresponding cost. Our Tourist Organization bears no responsibility in the event that this is not possible, and the resulting mandatory cancellation of the reservation will be made in accordance with the cancellation conditions provided herein or by the service suppliers. In the case of air tickets that have been issued for return or multiple routes, it is not always possible to use individual legs of the ticket. The user should contact the travel agency directly to find out about the policy applied by each airline

HOTELS-ACCOMMODATIONS/ SHIPS AND OTHER MEANS OF TRANSPORT

All information, regarding the categorization or classification of hotels and accommodations mentioned in the programs of our organized or sold trips, is in accordance with the applicable legislation of each state on the tourist classification of hotels and accommodations, which may differ from country to country. Most hotel rooms accommodate two beds or a semi-double. Triple rooms are, in essence, double rooms with an extra bed. Usually they are not particularly comfortable and the extra bed can be smaller than the normal one or a sofa or a folding one. The rooms are delivered by the hotel usually between 14:00-16:00 and are available to the occupants until 10:00 – 12:00 on the day of departure (depending on the policy of each Hotel). In case you wish to enter the room earlier or leave later, you will have to pay the relevant charge (subject to availability). If, due to unforeseen difficulties, the organizer of the trip is forced to change to another hotel of the same or higher category, the Travel Agency is not obliged to compensate the travelers. In case of late arrival at the hotel, after the day or time of the traveler’s scheduled arrival, and if he has not informed the hotel in time, the latter has the right to cancel the reservation and make the room available for the entire period of the reservation, if asked for. In the case of overbookings, our Organization will try to replace the room with another hotel room of the same category or, if this is not possible, with a hotel room of a lower category and will return the difference to the customer, without our Organization bearing any further responsibility or obligation. On coach trips on Greece tours, seats are given in order of registration and do not change during the journey, while on foreign tours they change daily. Smoking in the coach is prohibited. The phrases “through the city”, “we will see”, “we will admire”, in the tours, indicate the direction of the route and the view from the coach of the attraction – building respectively. The duration of a full-day visit/excursion does not exceed nine (9) hours in total, always calculated from departure to return to the hotel. The duration of a half-day visit/excursion will not exceed four (4) hours, always calculated from departure to return to the hotel. Airlines, for their own reasons, sometimes charter another airline’s planes for their own flights. This case is not a reason for the customer to cancel the trip or claim any compensation. We recommend that you do not leave exposed and constantly monitor all your personal items (e.g. mobile phones, machines, etc.) in any place whether you are in a hotel, ship, plane, etc. Especially in hotels, it is international practice not to take responsibility for money or valuables left in the room. For such cases there are often small safes.

PASSPORTS, ENTRANCE VISAS (VISAS) & HEALTH FORMS

A passport issued after the year 2006 is required for all travel abroad. The passport should be valid for as long as the planned return date is determined by the destination countries. The countries of the Schengen zone also accept the new type of police identity cards, with Latin characters. Our Tourist Organization provides all the necessary information regarding the travel documents and other documents required for each trip and destination and their issuance and/or visa, but (even if it provides some assistance in the relevant process) no one is responsible for any non-issuance or non-recognition of these by the competent authorities, to whom the traveler must contact, as well as not being responsible in the event that the validity of the visa is shorter than the duration of the trip (i.e. the dates do not coincide) or in the event that a couple of travelers they have different citizenships from each other, outside of Schengen. In particular, nationals of other countries, who hold foreign passports, must inform the tourist office about this and contact the consular authorities of their country, as well as of the countries they will visit, in order to check whether they need an entry visa or any other documents for the countries they will pass through or to which they will travel, as well as for their re-entry to Greece or the country they started from. Any failure to secure the timely issuance or visa of your travel documents does not justify the cancellation of your participation in the trip without charging cancellation fees. Each traveler is responsible for the validity and validity, securing and safekeeping of their travel documents required for their trip. The traveler is responsible for keeping the tickets and in general all travel documents throughout the trip. Special care is needed regarding the travel documents of minors as they must have a passport. In the event that minors are not accompanied by their parents, a certified parental authorization must be provided to the accompanying persons. The traveler is obliged to comply with the national provisions and regulations as well as the instructions of the national authorities. Our Organization bears no responsibility in the event that the traveler faces criminal prosecution, is summoned to appear before an authority, arrested by local authorities, etc. Our Organization provides all information on any necessary vaccinations or other medicinal precautions for tropical areas or other epidemics. Due to the confidentiality of personal medical data, it is the responsibility of the traveler to contact the relevant health authorities. The traveler is obliged to be informed in time by the local health offices about the health regulations of each country, as well as about the vaccines or medicines that he may need to obtain. Customers with health problems should obtain their doctor’s approval to travel. Our Organization bears absolutely no responsibility for illness, injury, loss of life, accident or other health emergency during the trip. In the event of the occurrence of a similar event, the Organization will, as far as possible, try to support the victim, but is under no obligation to cover any absolutely related exit and change of the travel program, which will continue smoothly.

INSURANCE

Our Organization has taken out a Civil Professional Liability insurance policy for every excursion it organizes. The insurance policy deals with the event of insolvency of the organizer, covering all travelers regardless of their place of residence, place of departure or place of sale of the travel service. An insurance policy is also in force in favor of travelers that covers travel accident insurance, medical/hospital expenses due to accident, loss and delay of luggage, travel acceleration expenses, as well as the repatriation of travelers as a result of injury or illness and other coverages, for people who do not have exceeded 75 years of age. On the contrary, for people over 75 years of age there is a specific framework of travel insurance coverage, which is limited to the following cases: Repatriation expenses only due to accident or death, loss of luggage, personal civil liability of the traveler, emergency expenses due to a delay in the arrival of luggage of more than 4 hours , trip acceleration costs or cancellation if during the trip a serious health problem occurs to members of his family in Greece, advance payment refund (cancellation costs) in case of inability to participate in the trip due to death or serious incident in a Second Degree relative. The exception will exist for any event concerning him, death due to accident, permanent total disability due to accident, permanent partial disability due to accident % of the sum insured per person. The number of the insurance policies and the details of the insurer are available to the traveller, in the accounting office of our Organization. Also, in the case of your illness during your trip within the European Union, we recommend that you contact your Insurance Provider for the issuance of the “European Illness Insurance Card”. It is clarified that this travel insurance is optional. The Organization therefore unreservedly recommends an additional individual private insurance to travelers with the coverages and amounts they desire, for life, accident, luggage insurance, etc., given that international agreements limit the responsibilities of carriers, which can also be purchased from our offices with costs specially designed for them.

luggage

Luggage is transported at the responsibility of its owners, regardless of whether or not they are accompanied by representatives of our Organization. In case of damage or loss, the corresponding international conditions apply for each means of transport and for hotels and the responsibility in this case is limited to what is provided by these conditions. On air travel, only 1 piece of luggage is allowed per passenger, with a maximum weight of 20 kg. In the event that additional costs arise due to baggage weighing more than the permitted weight, these are borne solely by the traveler and are paid on the spot at the airport. It is also noted that airlines allow only one hand luggage of small dimensions (about 50x40x25) in the passenger cabin. The traveler is obliged to comply with the instructions, regulations and general policy of the airline in the matter of overweight luggage for which the respective airline is solely responsible and therefore the Organization bears absolutely no responsibility in this regard. In case of damage or loss, the IATA Regulation applies.

CANCELLATIONS

One-Day Tours – Individual bookings

• Cancellation made 15 to 8 days prior to the tour: 50% refund.
• Cancellation made up to 7 days prior to the tour: No refund.

Multi-Day Tours – Individual bookings

• Cancellation made 20 to 14 days prior to the tour: 50% refund.
• Cancellation made 13 to 8 days prior to the tour: 30% refund.
• Cancellation made less than 7 days prior to the tour: No refund.

Single Day & Multi-Day Tours – Groups of 20 or more:

• Cancellation made 25 to 16 days prior to the tour: 50% refund.
• Cancellation made 15 to 10 days prior to the tour: 30% refund.
• Cancellation made less than 10 days prior to the tour: No refund.

SETTLEMENT OF DISPUTES

We ensure that we are in line with the applicable legislation, both at national and European level, regarding the correct use of personal data. For the provision of travel services, the traveler consents to the processing of his personal data, such as information identifying his identity and information regarding services he uses and habits he has. The Tourist Organization and the traveler undertake to resolve in good faith any dispute that may arise during the execution of the contract of the organized trip. In case of failure of the relevant efforts, the parties undertake to address the Friendly Dispute Resolution Committee of the Association of Tourist and Travel Agencies in Greece and request its mediation. If the amicable resolution of the dispute is not possible, the Courts of Athens are competent.