Tez tour cancellation. Treaty

Pegas Touristik (PEGAS TOURISTIK)

1. In case of refusal of the confirmed application, the CUSTOMER / AGENT undertakes, at the request of the TOUR OPERATOR, to pay the expenses actually incurred by the latter, which arise in accordance with the terms of the contract concluded with the suppliers:

Not less than 30 days before the start of the provision of travel services - 10%;
From 29 to 11 days before the start of the provision of travel services - 25%;
From 10 to 7 days before the start of the provision of travel services - 50%;
From 6 to 3 days before the start of the provision of travel services - 75%;
From 2 to 0 days before the start of the provision of travel services - 100%.

The indicated amounts of actual costs are indicative and are finally determined in each specific case.

2. In the event of a request to restore a previously canceled application, book a new application with similar parameters to a previously canceled application for the same tourists, or a request to recalculate an application that has not been canceled at a new reduced price for a tourist product, the CUSTOMER / AGENT undertakes, by at the request of the TOUR OPERATOR, to pay the actual costs incurred by the latter, which arise in accordance with the terms of the contract concluded with the suppliers:

At least 30 days before the start of the provision of travel services - 25% of the price difference;
From 29 to 15 days before the start of the provision of travel services - 50% of the price difference;
14 days or less before departure, applications are not subject to recalculation.

In this case, the actual expenses incurred, specified in paragraphs 1 and 2, are not summed up.

The indicated amounts of actual costs are indicative and are finally determined in each specific case.

3. The actual expenses of the TOUR OPERATOR (losses) must be compensated by the CUSTOMER / AGENT, regardless of whether they have been paid by the TOUR OPERATOR so far or will be paid by him in the future.

4. When calculating the terms in case of refusal of the CUSTOMER / AGENT from the tourist product, the day of departure (departure) is not taken into account.

5. Consular fee for issuing a visa is non-refundable if at the time of cancellation of the tour, the documents for issuing a visa have already been submitted to the consulate.

6. In case of cancellation of a tourist product due to refusal to issue an entry visa, the cost of the consular fee is not refundable.

7. The refund of the cost of air tickets on a regular flight is made in accordance with the rules established by the Carrier, depending on the fare.

Tez Tour (TEZ TOUR)

14-7 days before the start of the provision of travel services - 10% of the total cost of travel services;
6-4 days before the start of the provision of travel services - 30% of the total cost of travel services;
3-0 days before the start of the provision of travel services - 50% of the total cost of travel services;

If the TOURIST refuses the tourist product with the arrival of tourists from 20.12. until January 10, less than 21 days before the start of the tour, then the TOURIST pays the TOUR OPERATOR an unconditional penalty in the amount of 80% (eighty percent) of the full tour cost. If the TOURIST refuses the tourist product more than 30 days before the start of the tour, then the TOURIST pays the TOUR OPERATOR an unconditional penalty in the amount of 10% (ten percent) of the total cost of the tour.

The TOURIST is notified that the penalty is not actually incurred expenses, but only a way to ensure the fulfillment of obligations. The TOURIST is notified that the collection of a penalty from him is a right, and not an obligation of the TOUR OPERATOR and the direct Service Provider. The penalty can be collected only in the agreed amount, regardless of in whose favor it is collected. Payment of the penalty does not release the TOURIST from reimbursement of actually incurred expenses. The actual expenses incurred by the TOUR OPERATOR are any expenses, the fact of which is documented, including fines, penalties and penalties paid to counterparties by the TOUR OPERATOR in case of refusal of the TOURIST or from the trip for any reason, as well as in case of cancellation of the tour at the initiative of the TOUR OPERATOR in the cases specified in this agreement, upon amendment or termination of this agreement.

Coral Travel (CORAL TRAVEL)

In case of refusal of the tourist product or any changes in the composition of the services included in the tourist product, at the initiative of the TOURIST, as well as in case of impossibility to travel for any reason beyond the control of the Tour Operator, including in connection with the refusal or delay of the embassy / consulate of a foreign state in issuing a visa, the TOURIST undertakes, at the request of the Tour Operator, to pay the actual expenses incurred by the Tour Operator (fines and other financial sanctions imposed on the Tour Operator by third parties in connection with the refusal of the tourist product and / or the inability to travel) in the following amount:

Sanmar (SUNMAR)

more than 15 days before the start of the provision of travel services - 30 USD;
15-8 days before the start of the provision of travel services - 8% of the total cost of travel services;
7-5 days before the start of the provision of travel services - 25% of the total cost of travel services;
4-1 days before the start of the provision of travel services - 50% of the total cost of travel services;
for the day of departure (or in case of no-show for the flight) - 80% of the total cost of travel services
after the date of departure - 100% of the total cost of travel services.

In any case, the unilateral refusal of the TOURIST from the confirmed application with non-standard accommodation of the tourist at the hotel, as well as in case of refusal of the TOURIST with the standard accommodation of the tourist at the hotel on the dates specially announced by the TOUR OPERATOR, during the national holidays of the Russian Federation or the country of temporary residence, as well as on the days school holidays, different conditions and the amount of the penalty up to 100% will apply.

Natalie Tours (NATALIE TOURS)

In case of refusal of the application or any changes, the TOURIST undertakes, at the request of the TOUR OPERATOR, to pay the losses of the latter in the amount of:

1. After 24 hours of booking a tour, any rebookings and cancellations will be subject to the following penalties:

more than 2 days from the date of confirmation and more than 30 days before the start date of the tour - 5% of the total cost of the tour,
more than 2 days from the date of confirmation and 16-30 days before the start date of the tour - 20% of the total cost of the tour,
more than 2 days from the date of confirmation and 6-15 days before the start date of the tour - 50% of the total cost of the tour,
more than 2 days from the date of confirmation and 5 days before the start date of the tour - 90% of the total cost of the tour,

2. If, the terms of the tour include in whole or in part the period:

from March 25 to April 02
April 25 to May 13
from November 01 to November 12
from December 25 to January 13,

The TOUR OPERATOR retains the losses incurred by it in the amount of 99% of the total cost of travel services in the following order:

in case of cancellation of a tour to Egypt, Turkey, Tunisia - 21 days before the start of the provision of travel services;
in case of cancellation of a tour to Thailand - 30 days before the start of the provision of travel services;
in case of cancellation of a tour in the UAE - 60 days before the start of the provision of travel services;
in case of cancellation of a tour to India, Greece - 45 days before the start of the provision of travel services.

3. The consular fee for issuing a visa is non-refundable in any case

Biblio Globus

If payment for the tourist product is not received, the conditions for booking the tourist product are changed, the confirmed booking is canceled by on the initiative of the AGENT, the PRINCIPAL shall be reimbursed for the expenses actually incurred by him. Actual expenses of the PRINCIPALare the funds paid by him, including penalties and fines paid by the TOUR OPERATOR and the PRINCIPAL duringfulfillment of obligations under contracts with counterparties. Amounts of actual expenses of the PRINCIPAL, depending on the timingchanges in the conditions of booking and cancellation may be:

within the period from 0 days to 3 days - 100%
within a period of 4 days to 7 days - 75%
within 8 days to 14 days 30%
within a period of 15 days to 21 days - 20%
within a period of 22 days or more - 20 USD

Note: Actual costs shown are indicative and will be finalized on a case-by-case basis.

Dear buyer!

Please note that the contract between you and the companyTEZInternationalGmbH is concluded in electronic form. According to the requirements of the Package Travel Directive (EU) 2015/2302 Article 7, the traveler has the right to request a "paper" copy only if the package travel contract was concluded in the physical presence of the parties at the same time.

If you need to have a copy of the agreement signed by us in "paper" form, then we are forced to consider this option as an additional, paid service.

The cost of sending you the original copy of the contract to an address located outside the EU is 50 euros and you can order this service by sending a letter to the address [email protected]

1. The Subject of the Agreement

1.1. Under this agreement, the Contractor, on its own behalf, on behalf of and at the expense of the Client (Customer), assumes obligations to provide services related to the purchase of a tourist product specified in clause 2.2, as well as to receive and transfer to the Client (Customer) travel documents (vouchers , air ticket, insurance) for the implementation tourist trip, and the Client (Customer) undertakes to pay the Contractor for the services and the tour ordered by him in accordance with the contract price.

1.2. The Client (Customer) of a tourist product is understood as a tourist or another person ordering a tourist product on behalf of a tourist, including the legal representative of a minor tourist. Wherever a Tourist is indicated in the text of the contract, it also means third parties in whose interests the Client (Customer) acts, accompanying him or persons accompanied by him.

2. Conditions for organizing a trip

2.1. The Contractor, acting on the instructions of the Client (Customer), undertakes, in accordance with this agreement, to organize (book and pay) tourist services for a trip to the selected country for a fee.

2.2. Documents certifying the client's right to provide services included in the tour, the Client (customer) prints independently from the Contractor's website. If there are any shortcomings (inaccuracies) in the documents, the Client is obliged to immediately inform the Contractor about this by any available means.

3. Obligations of the client (Customer)

The Client (Customer) undertakes:

3.1. Make payment for the tour in full on the day of the conclusion of the contract.

3.2. Inform the contractor in writing of the following information: - about the presence of diseases (including chronic ones) or medical contraindications of the attending physician that do not allow the tour (possible deterioration in health); - about the presence of any restrictions on entry / exit to the territory of the country of temporary residence or the territory of the country of transit, including restrictions imposed by the Federal Bailiff Service and (or) other government agencies.

3.3. Specify the time and place of departure of the flight from the Contractor, at the reference airport of departure, 24 hours before departure. Arrive at the airport for check-in no later than 3 hours before the departure of the aircraft for self-passage of border and customs control.

3.4. Comply with the border and customs rules of the country from which he departs and the visited country, the rules of the airline for baggage;

3.6. Pay before leaving the hotel bills for the use of the mini-bar in the room, telephone calls and others Additional services hotel;

3.7. The Client (Customer) assumes all responsibility, including financial, for any actions or decisions taken by him during the trip.

3.8. Provide the Contractor with complete and reliable information about the address of the place of residence, contact numbers for prompt communication. In case of purchasing a tour for third parties, familiarize them with the terms of this Agreement and provide them with all the necessary information about the tour specified in this agreement. The terms of this Agreement apply to all tourists on whose behalf the Client acts.

3.9. The Client (Customer) has the right to terminate the contract and refuse the provided tourist product, paying the Contractor for losses associated with the execution of the contract in accordance with clause 6.2.

4. Obligations of the Contractor

The contractor is obliged:

4.1. Inform the Client (Customer) about the booking and confirmation of the ordered services. The term for confirming the ordered services is set at three working days from the date of booking. In case of non-confirmation of the services ordered by the Client (Customer), this Agreement is considered not concluded. In this case, the funds transferred by the Client (Customer) to the Contractor shall be returned to him in full. Obtaining information about confirmation (or not confirmation) is the responsibility of the Client (Customer), the information will be published in the Client's personal account on the Contractor's website.

4.2. Provide the Client (Customer) with the following information: - on the consumer properties (quality) of the tourist product - the program of stay, route and travel conditions; - on the total price of the tourist product in rubles (US dollars or Euros), on the rules and conditions for the effective and safe use of the tourist product; - on the rules of entry into the country (place) of temporary residence and departure from the country (place) of temporary residence, including information on the need for a visa to enter the country and (or) exit from the country of temporary residence; - on the basic documents required for entry into the country (place) of temporary residence and departure from the country (place) of temporary residence; - about the customs of the local population, about religious rites, shrines, monuments of nature, history, culture and other objects of tourist display that are under special protection, the state of the surrounding natural environment (in the amount necessary to make a trip); - on the procedure for access to tourist resources, taking into account restrictive measures taken in the country (place) of temporary stay (to the extent necessary for travel); - about the dangers that the consumer may encounter when traveling, about the need to undergo prophylaxis in accordance with international medical requirements, if the consumer intends to travel to the country (place) of temporary residence in which he may be exposed to an increased risk of infectious diseases; - about the possible risks and their consequences for the life and health of the consumer if the consumer intends to make a trip associated with the passage of routes that pose an increased danger to his life and health (mountainous and difficult terrain, speleological and water objects, occupation extreme views tourism and sports, and others); - on customs, border, medical, sanitary-epidemiological and other rules (to the extent necessary for making a trip); - on the location, postal addresses and contact phone numbers of state authorities of the Russian Federation, diplomatic missions and consular offices of the Russian Federation located in the country (place) of temporary residence, to which the consumer can apply in the event of an emergency in the country (place) of temporary residence of emergency situations or other circumstances that threaten the safety of his life and health, as well as in cases of danger of causing damage to the property of the consumer; - about the address (place of stay) and contact phone number in the country (place) of temporary residence of the head of the group of underage citizens if the tourist product includes an organized departure of a group of underage citizens unaccompanied by parents, adoptive parents, guardians or and trustees; - on the national and religious characteristics of the country (place) of temporary residence. The information specified in this paragraph is provided in the form of Leaflets, information on each country, booklets, catalogs posted on the website www.site. It should be borne in mind that the information contained in the printed materials may change, therefore, if the Client (Customer) has questions about the essential conditions or needs Additional Information, the latter must contact the Contractor with a corresponding written request at [email protected] website .

4.3. Transportation of the Client (Customer) under this Agreement is carried out according to the rules of the carrier (airline, etc.). The ticket of the Client (Customer) is an agreement with the carrier, according to which the carrier bears all responsibility for transportation according to the rules of the carrier. The Client (Customer) is warned that the cost charter flights and tickets for regular flights with a non-refundable fare is non-refundable, regardless of the date of cancellation of the tour.

4.4. Ignorance by the Client (Customer) of the laws or customs of the host country does not exempt him from liability in case of their violation. The guide or escort is not a commentator on the law and does not share responsibility for someone else's action or inaction.

4.5. The Contractor with whom the tour package is booked, in the process of providing services, has the right to replace the hotel specified in this agreement with a hotel of a similar or higher category (hotel class).

4.6. In case of violation of clause 3.2. of this agreement, the agreement is considered terminated at the initiative of the Client (Customer) with the application of penalties in the form of a penalty in accordance with the conditions set forth in clause 6.2. actual agreement.

4.7. At the time of the conclusion of this agreement, the Client (Customer) received information about the consumer properties of the tourist product, about the program of stay, route and travel conditions, including information about accommodation facilities, living conditions (location of the accommodation facility, its category) and meals, services for transportation of the Client (Customer) in the country of temporary residence, additional services required by the Client (Customer).

5. Features of the implementation of the tourist product

5.1. The Client (Customer) and other persons in whose interests the Client (Customer) purchases a tourist product are considered to be notified of the following:

5.1.1. When purchasing a tourist product in which, according to the price list of the Contractor, the designations Standart, St., ROH are used as a room, or the type of room is not indicated, regardless of the number of people (tourists) living in the room, a one-room standard room (Standart ). The area of the room, including a bathroom and a balcony, is indicated in the catalog of the host tour operator or the Contractor (at the time of publication of such a catalog), as well as on the Contractor's website. All other non-standard rooms are sold only on the basis of the description for each specific hotel, according to the specification and Nomenclature provided in the Contractor's catalog, as well as on the Contractor's website. Any information about the hotel room obtained from other sources, including the coincidence in the name of a non-standard room, is not objective information and is not an integral part of this agreement. Persons receiving services are not guaranteed and are not an integral part of the contract for the sale of the tourist product, their check-in into the hotel (hotel) rooms immediately upon their arrival at the hotel, as well as their check-out from the hotel rooms immediately before leaving the hotel. This condition of the contract is related to the check-out time (check-in/check-out time to/from the hotel room), set by each hotel independently, and is applied in order to minimize the financial costs of paying for the cost of staying at the hotel. According to generally accepted international practice, the estimated check-out time in hotels is at 12:00 local time (in some countries, the check-in time for tourists in a hotel may differ and vary from 12:00 to 16:00 local time). The price lists of the Contractor indicate the number of nights of accommodation purchased as part of the general package of services, from 12:00 pm on the day the tour starts to 12:00 pm on the day the tour ends, this stay is paid by the Clients in full, regardless of the time of the actual stay at the hotel. Check-in to a hotel room earlier than check-out time, as well as check-out from its room later than check-out time, entails the obligation to pay the cost of a full day of accommodation at the hotel, regardless of the time actually spent in the hotel room before / after the check-out time.

5.1.2. The Contractor's price lists use international terms and letter abbreviations denoting the following concepts:

RO - accommodation without meals;

BB - breakfast only;

HB - half board - breakfast and dinner (buffet), free: tea, coffee, water for breakfast;

HB + - half board - breakfast and dinner (buffet), plus local alcoholic and non-alcoholic drinks during meals;

FB - full board - breakfast, lunch and dinner (buffet);

FB + (EFB) - full board - breakfast, lunch and dinner (buffet), plus drinks (beer and wine in some hotels) during meals;

AI - All inclusive - all inclusive: full board, alcoholic and non-alcoholic drinks of local production;

UAI (Ultra All inclusive) = SAI (Superior All inclusive) = SAIVIPS (Superior All Inclusive VIP Service)= NWI (New Wave Inclusive) = MAI (Mega All Inclusive) = AEAI (All exclusive All inclusive) = DLAI (Deluxe All Inclusive) ) = MSAI (Maximum System All Inclusive) = VIPAI (VIP CLASS All inclusive) - this is All inclusive, plus imported alcoholic drinks and additional services at the discretion of the administration;

HCAI-High class all inclusive: everything is free except: shops, phone, doctor, hairdresser, some aquatic species sports and diving;

DBL (2 VZR) - the cost of a standard double room for 2 adults;

SGL (1 VZR) - the cost of a standard single room when accommodating 1 adult;

DBL + EX.BED (3 VZR) - the cost of a standard double room for 3 adults (one adult is placed on an extra bed);

SGL+CHD (1 VZR + 1 REB) - standard double room for 1 adult and 1 child;

SGL + 2CHD (1 VZR + 2 REB) - standard double room for 1 adult and 2 children (one of the children is placed on an extra bed);

DBL+CHD (2 VZR + 1 REB) - standard double room for 2 adults and 1 child (the child is placed on an extra bed);

DBL + 2CHD (2 VZR + 2 REB) - standard double room for 2 adults and 2 children (children are accommodated on an extra bed);

Add. bed - extra bed. IN standard room Only ONE extra is provided. bed.

5.1.3. The Client (Customer) is notified that, in accordance with the current international law and the legislation of the Russian Federation, only an air ticket is a contract air transportation passenger and his luggage. This agreement is an agreement of accession, therefore the Customer's tourist is notified that he is obliged to comply with all the rules of air transportation and obey all the requirements of the air carrier, the crew of the aircraft, the security services of the airline and the airport when making international air transportation. All restrictions on the transportation of prohibited items or those requiring special transportation conditions are indicated on the Contractor's website in the "Tourist Reminder" section and in the ticket form. The carrier issuing the ticket for transportation by overhead lines another carrier, acts as an agent of the latter. Any exclusion or limitation of carrier's liability shall extend to the agents, servants or representatives of the carrier and any person whose aircraft is used for carriage by the carrier and the agents, servants or representatives of that person. Checked baggage is issued to the bearer of the baggage tag. In case of damage to baggage during international transportation, a notice must be presented to the carrier in writing immediately upon discovery of damage, but no later than 7 days from the date of receipt of the baggage. In case of delay in delivery, a notice must be presented no later than 21 days from the date of baggage delivery. The fare for carriage performed under an air carriage agreement may be changed prior to the commencement of carriage. The carrier may refuse carriage if the due fare has not been paid. The carrier undertakes to take all measures in its power to transport the passenger and baggage within a reasonable time. The time indicated in the schedule and other documents is not guaranteed and is not an integral part of the air carriage contract. The carrier may, without notice, transfer the passenger for transportation to another carrier, change the aircraft, change or cancel boarding at the points indicated on the ticket, if necessary. The timetable is subject to change without notice to the passenger. The carrier is not responsible for providing flight connections. The passenger must comply with the requirements of state authorities regarding movement, present entry, exit and other Required documents and arrive at the airport by the time appointed by the carrier, and if this time is not set, then by a time sufficient to complete the pre-flight formalities. None of the agents, employees or representatives of the carrier has the right to change or cancel the provisions of the contract for the carriage of passengers and baggage by air.

When purchasing a package tour product that includes air transportation, regardless of the proposed airline, it is international. Air tickets purchased as part of a tour product are non-refundable, regardless of the time of cancellation of air transportation. The Client (Customer), paying the cost of the air ticket as part of the tour, is notified and accepts all the conditions of air transportation, including excerpts from the terms of the air transportation agreement set forth in this paragraph. The Client (Customer) undertakes one day before departure to clarify the time and airport of departure of the aircraft from the Contractor or the reference airport of departure. The Client (Customer) is notified that the time and airport of departure of the aircraft are not essential terms of this agreement. In accordance with the international rules for the air carriage of passengers, baggage and their cargo, as well as the current legislation of the Russian Federation, the air carrier shall be liable for non-fulfillment or improper fulfillment of the terms of the contract for the carriage of passengers and baggage by air; the proper proof of the fact of the conclusion of the contract between the client (s) and the airline is the air ticket. In this regard, all statements, claims, claims of the client (Customer) related to air transportation itself and its shortcomings are presented by the Client (s) directly to the airline that provided air transportation services. The air ticket must be kept until claims are submitted to the airline.

5.1.4. The Client (Customer) and the persons in whose interests he purchases the tourist product are notified that, in accordance with applicable law, the insurance policy issued by the Contractor is a contract for the provision of medical services and reimbursement of expenses associated with providing medical care between the insurance company and the Client(s) traveling abroad. All insurance conditions are specified in the policy received by the Client (s) and insurance rules posted on the Contractor's website for a specific country. Responsibility under this agreement for losses and any other damage caused to the health and / or property of the Client (Clients), incurred by the latter in connection with the failure or improper fulfillment by the insurance company of obligations under the concluded insurance agreement, in accordance with applicable international law and the legislation of the Russian Federation, is Insurance Company. The proof of the conclusion of the contract between the Client (s) and the insurance company is the insurance policy handed over to the Client (s). In this regard, all applications, claims related to the occurrence of an insured event, non-fulfillment or improper fulfillment by the insurance company of its obligations under the insurance contract are presented by the client (s) directly to the insurance company, the policy of which was issued to the Client. The insurance policy and any other documents confirming the occurrence of an insured event and the amount of expenses incurred in connection with the occurrence of an insured event must be kept until claims are submitted to the insurance company. One of the main obligations of the Insured person in the event of an insured event is to immediately notify the insurance company about this and to follow its instructions (means of communication with the insurance company are indicated in the insurance policy). It should be borne in mind that such notification, as a rule, occurs by telephone, so if the insured is in the hotel and calls from the room, the hotel will bill for international services. telephone connection to be paid by the insurance company.

5.1.5. The Contractor recommends that the Client (Customer) insure the costs associated with canceling a trip abroad or changing the length of stay abroad. The service for issuing insurance against non-departure is considered performed from the moment the tour operator confirms the ordered services.

6. Liability of the parties

6.1. The Contractor is responsible for the provision of the tourist product (rights to the services provided) under the terms of this agreement, subject to full payment for the tour on time.

6.2. In the event that the Client (Customer) refuses the booked tourist product, regardless of the reasons and time before the start of the tour, the Client (Customer) pays the Contractor the cost of the services rendered for booking in the amount of 1000 (one thousand) rubles and the actual costs incurred by the Contractor related to the execution of the contract. If it is provided for by special airfare or special conditions of tours, including a special condition for booking a specific hotel and / or a non-standard hotel room (Suite; Villa; Family; De-luxe; Superior; Dublex; Apartament; Connection; Corner room; Studio and etc.), then the Customer is obliged to compensate for the losses, which may be equal to the cost of the ordered services. The customer is notified that the airfare purchased as part of the tour product, regardless of the airline and flight (regular, irregular, additional, charter) is non-refundable and does not provide for a change in the departure date. The Client (customer) is notified that the actual expenses of the Contractor are recognized as any expenses, the fact of which is documented, including fines, fees, forfeits and penalties paid to the counterparties of the Contractor when the Client (customer) or the Tourist refuses to travel for any reason, as well as in case of cancellation of the tour at the initiative of the Contractor in the cases specified in this agreement, when changing or terminating this agreement.

ATTENTION! If the Client (Customer) refuses the tourist product with the arrival of tourists on the dates from 23.12 to 08.01 And from 30.04 to 08.05 each year, and less than 15 days before the start of the tour, the Client (Customer) pays the Contractor an unconditional penalty in the amount of 80% (eighty percent) of the total cost of the tour. If the Client (Customer) refuses the tourist product more than 15 days before the start of the tour, then the Client (Customer) pays the Contractor an unconditional penalty in the amount of 10% (ten percent) of the total cost of the tour. In case of late payment by the Client (Customer) tour, the Contractor reserves the right to change (revise) the cost of the tour.

6.3. The Contractor and the tour operator, from which the tour package is booked, is not liable to the Client (Customer), does not return the full or partial cost of the tour and compensation for moral damage in case of: - Violation of the provisions of this agreement, and in case of failure to fulfill the obligations set forth in Section 3 of this agreement; - Refusal of a foreign state to issue entry visas along the tour route, for delays in the consideration of documents by the consulate of a foreign state; the client is late for the flight; refusal to leave the Russian Federation by the border services of the Russian Federation; - Failure to pass customs, sanitary, border control and other airport services, including if this is due to incorrect execution or invalidity of the passport (s), or the absence of an entry about family members in the Client's (Customer's) passport or the absence or incorrect execution of powers of attorney for minors ;- Changes in the pricing policy of airlines, changes in tariffs for booked flights, delaying departures and arrivals, changing the type of aircraft, canceling flights, delivery and safety of the Client’s (Customer’s) luggage; ( excursion program, transfer, place and level of residence, etc.), untimely arrival at the place of gathering of the group, which caused additional costs on the part of the Client (customer); - Non-compliance of the services provided with the unreasonable expectations of the Client (customer) and his subjective assessment.

6.4. The Client (Customer) is fully responsible for: - the accuracy of information, the authenticity and validity of the documents submitted to the Contractor for registration and organization of a tourist trip (passport, certificate, power of attorney, etc.). - solving problems related to the safety of personal luggage, valuables and documents during the entire period of the trip, including on the territory of the hotel and in the provided room;

6.5. In the event of an unexpected increase in transport tariffs, the introduction or increase in fuel and other fees, the Contractor has the right to demand a change in the terms of this agreement and recalculate the cost of the tour by issuing an invoice to the Client (customer) for the additional payment of the difference in cost. In case of disagreement of the Client (Customer) of the tour with new price agreement, the latter may refuse to execute it on the terms of this agreement.

6.6. In case of providing incorrect information about tourists, which will entail the need to reprint (issue) documents in the booking systems of the respective airlines or hotels, the Client (Customer) pays for the service of changing information in the above booking systems in the amount of $ 25 for each change.

7. Place of conclusion of the contract and its duration

7.1. The place of conclusion of the contract is the office of the Contractor, located at the address: Austria, A-1010 Vienna, Bösenderferstrasse, 1/1/19.

7.2. This agreement is valid until the end date of the tour inclusive.

8. Final provisions

8.1 This Agreement is governed by and interpreted in accordance with the laws of Austria. All disputes and disagreements that may arise in connection with the performance of their obligations and arising from this agreement, as well as individual annexes to it, the Parties will try to resolve through negotiations. If such negotiations are unsuccessful, the dispute may be submitted by the interested Party for consideration by the judicial authorities at the place of conclusion of the contract. If the Client (Customer) has any complaints about the quality of the tourist product, the Client (Customer) is obliged to inform the representative of the tour operator through the guide. If it is impossible to resolve the problem on the spot, the guide draws up a protocol and certifies it. The protocol serves as the basis for obtaining compensation from the hotel or the person at fault. Claims for the quality of the tourist product from the Clients (Customer) are accepted by the Contractor within 20 (twenty) calendar days from the end of the tour with all documents confirming the non-provision or poor-quality provision of tourist services.

8.2. From the moment of the conclusion of this agreement, all previous correspondence, documents and materials of negotiations between the Parties on issues that are the subject of the agreement become invalid.

8.3. Any changes and additions to this agreement are valid only if they are made in writing and agreed by the Parties. Coordination can be carried out by an exchange of letters between the parties.

8.4. This Agreement is drawn up in 2 (two) copies, one for each of the Parties.

8.5 The contract is concluded in electronic form. According to the requirements of the Package Travel Directive (EU) 2015/2302 Article 7, the Traveler has the right to request a paper copy only if the package travel contract was concluded in the physical presence of the parties at the same time.

Against the background of the current fever in the financial market, the turbulent situation in the countries Arab world and Asia, constant scandals around tour operators and airlines have become more frequent cases when vacationers refuse their trips. And in quiet times, such refusals from tours are not uncommon.

From the article you will learn how to return all the money for an already paid tourist package.

The tourist can cancel the tour at any time and return the money for it.

All questions regarding the cancellation of a trip and the return of money for a failed tour are regulated by three rules: article 782 of the Civil Code of the Russian Federation, art. 32 of the Law "On Protection of Consumer Rights" and Art. 10 of the Federal Law No. 132-FZ "On the basics of tourism activities in the Russian Federation".

In accordance with them, a person who has paid a travel agency for a trip can cancel the tour at any time and return the money for it. However, this requires a good reason.

The legal reasons for canceling a tour are:

Deterioration of conditions at the place of stay (for example, it could be a war in the country where you are going, a natural disaster, civil unrest, a change in the tourism policy of another state).
Rising prices in the market passenger traffic, which was impossible to predict (sometimes, due to stock market fluctuations, airlines significantly increase the cost of tickets).
The decision of the tour operator to reschedule your trip unilaterally and without agreement.
Force majeure circumstances that do not depend on the tourist (illness, hospitalization, refusal to issue a visa, change in the tourism policy of the Russian Federation).

One of the most controversial points in the issue of refunds for a tour is how much money can you get back? By law (and the corresponding clause is usually prescribed in contracts with travel agencies), you can return the money minus the costs that the travel agent has already incurred (for example, booked a hotel).

Refusal for reasons beyond the control of the parties

There can be a lot of force majeure circumstances that disrupt vacation plans: a flood occurred in the country, a Civil War, an epidemic of a contagious disease began. A recent example of unforeseen reasons is the ban on travel to Egypt following the A321 crash over the Sinai Peninsula.

The legal basis for a refund for a tour can be:

Statement by the Ministry of Foreign Affairs of the Russian Federation with recommendations to refrain from traveling to a particular country.
Information from Rostourism about the threats to the safety of vacationers in the region.
Other regulations and documents adopted by the federal authorities and entered into force.

Law No. 132-FZ establishes that in the event of circumstances that pose a threat to recreation, a tourist who has not yet left for a problem region is returned the full cost of the tourist product. If the trip has already begun, then the tour operator is obliged to return the amount proportional to the cost of services not provided to the client.

Cancellation at the will of the client

According to the Air Code of the Russian Federation, a citizen can return the entire cost of a plane ticket if he makes a refusal more than 24 hours before departure

As mentioned above, a person may fall ill before the trip, his financial situation may deteriorate sharply.

If you cancel the tour in this case, you must return the money minus the expenses actually incurred by the travel agency - hotel booking with a non-refundable deposit, paid insurance, etc.

However, tour operators go to all sorts of tricks to lose as little profit as possible.

The most common tricks of travel companies:

The travel agent hides the expenses for your trip in every possible way and does not provide documents confirming the expenses. In fact, this is a scam, so you can threaten employees of the company with criminal liability. When calculating the amount that they must return, you are required to provide payment receipts, notices, checks - all information about the costs.
It is best to check the calculations of the travel company yourself. Often a hotel reservation can be canceled without losing a deposit, as well as paid additional services: a cultural program, excursions and entertainment, an extended menu in a hotel restaurant, etc. Most of the information can be checked from home by simply contacting the service provider via email.
The tour operator refuses to refund money for air tickets, referring to the position of the carrier. Airlines do often try to "throw" refuse passengers, arguing that it is impossible to return money for a ticket. But this is not true. Art. 108 of the Air Code of the Russian Federation states: a citizen can get back the entire cost of the ticket if he refuses to fly no later than 24 hours before departure. If the refusal occurred later, then the money is returned to him minus a special fee, the amount of which cannot exceed 25% of the flight price. These rules also apply to charter flights.
Often in the contracts of travel agencies there is a clause where a differentiated refund system is indicated, depending on how many days before departure you canceled the trip. For example, if you applied for a waiver in a week or less, then you lose 100% of the money. If within 7-14 days - 50%, etc. Such conditions are contrary to Russian law. Therefore, it is not worth signing such an agreement - either seek the cancellation of such a clause, or find a more law-abiding operator.

How to make a return

To return the money for the tour, you must contact the office of the tour operator and write an application

Regardless of the reasons, the cancellation of the tour is made by visiting the operator's office and writing an application for termination of the contract.

In the application, you indicate the reason why you refuse to travel (if it is personal, just write in a streamlined way; if it is related to force majeure, give an additional link to federal law and information from the Ministry of Foreign Affairs or Rostourism).

Sometimes the tour operator can cancel chartered flight without offering their clients alternative holiday and not returning the money. This situation becomes a good reason at least for claims and complaints to Rospotrebnadzor and Rostourism.

You can also sue and try to recover from an unscrupulous travel company not only the cost of the tour, but also moral damages.

For travel agencies, delaying the payment of money for a ticket is a common practice. Employees will assure you that this is a laborious and long process. However, the Law on Consumer Protection makes it clear that a ten-day period is allotted for a refund for a tour. For each day of delay, you have the right to demand a penalty in the amount of 3% of the contract amount, as well as defend your interests in court. Be sure to mention this in your application.

Take note: if a travel agency has declared bankruptcy, it will be difficult to return the entire amount even in this way. Tips for tourists when planning a trip Many tourists, when returning money for failed tours, speak well of the Anex-tour tour operator, calling it caring and quickly responding to various force majeure circumstances. Others, on the contrary, scold, as they are waiting for payment for canceling the trip for more than a month. With the rapid development of the Internet, various social networks, sites for tourists and couchsurfers, travel becomes much easier and more affordable. It is best to book a room on your own in the city where you would like to go for a weekend or vacation. This is very easy to do with online booking on Booking.com.

Cancellation of the tour: is it possible to return all the money and how to do it?

Attention

Report to moderator Tolstik kurara, have you talked to your travel agency? Go tomorrow, talk heart to heart, maybe they can help you. The human factor cannot be discounted. Report to moderator kurara [without registration] IP: 195.98.170.* Tolstik I'll run right away tomorrow morning, I'm very nervous that I've gone astray, to say the least. but maybe she just postponed the call until tomorrow (because the amount was paid in full Report to moderator larsen kurara, don't worry.

Info

You can rebook at Teza without any problems, even if you have already confirmed the hotel. We paid $ 10 for the replacement of the tour (change of date and hotel) at Tez.

Only in vain you are so badly tuned in relation to the Pyramis, it is normal there.

Is it possible to cancel the tour and get a refund?

For more convenient navigation, you can use the link "Supplements for tours", which is located in the center of the agency page in the section "Operational information" with small square photographs) and in the "Tourists" tab. It is also available by clicking on the country name in the Geography section of TEZ TOUR on the main page.

After selecting the country you are interested in in the "TEZ TOUR Geography" section, go to the "Hotels" section: List of hotels in alphabetical order, with the ability to search by name. The catalog of hotels has a filter by name, level, cost.
To filter, you just need to click on the corresponding parameter in the left corner of the catalog.

About company

Is it possible to get a refund for a tour package? To speed up the process, duplicate your letter in in electronic format to the e-mail address of the service operator. If the tour operator is located remotely, in another city, then the claim should be sent by registered mail with courier delivery. In this case, you will know exactly when, on what day and at what time your claim came to the company. Postal receipts should be kept, they will be needed if the case goes to court. How compensation is calculated Calculation of compensation for a failed tour is determined by the situation.

Important

Forced refusal provides for payments, but only in cases where this item is spelled out in the contract of the tour operator or travel agency. If you bought a tour through an agency, in case of refusal, the latter has the right to claim the cost of its services, so the money will be returned to you without intermediary commissions.

Rest

A negative change in the conditions of stay in the place of rest (for example, military confrontations or civil clashes began, the resort suffered from a serious disaster, there was a terrorist attack, etc.).
Changing the dates of the trip by the tour operator.
Valid situations for a tourist that can be documented: illness or death of a relative, visa refusal by the embassy, court decision to ban travel abroad, etc.
The inability of the tour operator to ensure the fulfillment of the contract (for example, the direction indicated in the documents was suddenly closed; bankruptcy of the operator).

How much money can be returned? Each tour operator has its own conditions, but on average, the refund policy for canceling a tour is similar for everyone: the earlier the client applies for termination of the contract, the less his loss.

How to cancel a trip abroad and get your money back?

The contact information of the departments can be found on the "Contacts" link in the "About the Company" section. The name and contact e-mail of your curator can be found in the agency's personal account, in the upper right corner by clicking on the user's login. Newsletter subscription The newsletter subscription form with up-to-date information is located at the bottom of the agency page: No passport data of tourists If at the time of booking there is no RFP number, its expiration date, then when booking online, the corresponding fields must be left blank. We remind you that passport data must be entered at least 3 (three) working days before the date of departure. If the passport data is not entered within this period, then a fine of 25 USD is imposed on the application. per person. It is necessary to add a child under 2 years old to the application. Before booking tours with infants, we kindly ask you to clarify the surcharges for the infant.

Cancellation of Tez Tour

Is it possible to return the money for it by refusing the tour? This item can be attributed to forced circumstances, but since this no longer concerns the customer, this item is separate. Most often, the company declares itself bankrupt, and, accordingly, cannot send people on previously purchased vouchers. Let's consider in more detail the indicated reasons for refusals:

In the first case, you will definitely have difficulties.
Most tourists don't read contracts travel companies. In any case, even if something in the contract does not suit you, the document cannot be changed.

Of course, according to the law, you can make adjustments, but the agency will refuse to cooperate with you if you reinsure yourself. The choice - to agree to the terms or to look for other operators, is yours. Please note: think carefully before you decide to rent a ticket.

If there is such a ban, then you need to deal with the tour operator. Do you know that: if you simply do not want to go after natural disasters or a political raid that has happened, but there is no official ban, this refers to voluntary abstinence from the trip. If the company does not want to satisfy your requirements, then feel free to apply to the court Procedure In connection with a change in circumstances, you need to form a written refusal of the tour or a claim.

The tour operator is responsible for your vacation. If you buy a ticket through an intermediary, a travel agency, all claims and statements must be addressed to the tour operator.

Expert advice: You must correctly formulate a claim or refusal, indicate in the text all your concerns or reasons why you will not be able to go on a tour. Make a copy of your waiver just in case.
Take the original to the tour operator. Be sure to get a signature on the acceptance of your claim, its number and other details. Notice of the travel agency's decision may be in writing, sent to your home address, or electronically (e-mail). In order to speed up the process, duplicate your letter in electronic form to the email address of the service operator. If the tour operator is located remotely, in another city, then the claim should be sent by registered mail with courier delivery. In this case, you will know exactly when, on what day and at what time your claim came to the company. Keep your postage receipts, you'll need them if the case goes to court. How compensation is calculated Calculation of compensation for a failed tour is determined by the situation.

Is it possible to return a ticket to the tour

With a regular booking of an application, a time limit is not set.

The Agency can remove the time limit from the application, that is, transfer the application from pre-booked to regular applications, if the time limit is current = not deleted and not expired.
The agency has the option to cancel an application with a time limit if the time limit is valid = not deleted or expired.
The number of simultaneously submitted applications with a time limit from one agency is limited. The default is 3 requests.
It is forbidden to pre-book an application 5 days or less before the date - time of arrival for visa-free countries, and 8 days or less before the date-time of arrival for visa countries.
The number of people boarded at the same time in applications with a time limit is limited to 6 tourists.
You cannot create pre-booked tickets for flights with unconfirmed flights.

of the Agreement, he pays a penalty in the following amount: Deadline before the start of the tour Penalty More than 14 (fourteen) days - 5 (five) $ per person (if documents are not issued) From 14 (fourteen) to 7 (seven) days - 10 (ten) percent of the cost of the tour From 6 (six) to 4 (four) days - 30 (thirty) percent of the cost of the tour 3 (three) days or less - 50 (fifty) percent of the cost of the tour You yourself have an agreement with your TA in your hands - read what is written there for penalties for you. If you refuse the tour, you will at least get the amount of the fine prescribed in the agreement between TO and TA. But in general, everything depends on the relationship between a particular TA and TEZ, i.e. TEZ can meet halfway and allow without penalty to change the hotel or reschedule to other dates, although formally all this falls under the "booking cancellation".

Frequently Asked Questions (Russia, Kazakhstan)

Information about cooperation

Information on the conclusion, renegotiation of the contract, the scheme of work is presented in the "" section.

Information about working with the online booking system, personal account

Information about the tariff system

Only the current price at the time of booking = tariff is relevant.

Tariffs are not stored on the site, we cannot check the old price.

Recalculation of an already booked application at the old rate is not possible.

Tariffs do not have an expiration date and are subject to change at any time without notice.

Changes in the tariff system

when adding, removing tourists, changing the hotel, dates, room type, the calculation of changes will be at the current rate.
when adding a CIP service, individual or VIP transfers, wedding ceremonies, insurance and other additional services, the tariff does not change.

More detailed information for changes in the fare system is presented in the "Rules for the recalculation of applications when working under the fare system" (for all cities of departure, except for Yekaterinburg).

Information on surcharges (fuel surcharges, New Year's dinners, etc.)

Information on fuel surcharges can be found in the section "Air travel" - "Air ticket prices". There you can also find information on the cost of the surcharge for specifying flights (morning / evening).

Information on fuel surcharges can also be found in the IMPORTANT INFORMATION section under the tour search form.

Information on surcharges for private transfer can be found in the "Transfers" section for each country on the agent page.

For more convenient navigation, you can use the link " Surcharges for tours", which is located in the center of the agency page in the section "Operational information"

List of hotels in alphabetical order, searchable by name (you must enter at least 4 characters to search). Outside the list, hotels from "TEZ TOUR recommends" are displayed.

The catalog of hotels has a filter by name, level, cost. To filter, you just need to click on the corresponding parameter in the left corner of the catalog.

Air travel information

Booking tours on regular flights is a new exclusive service from TEZ TOUR. (download )

The following subsections are available in the section: Airlines , Airfare , Changes in the schedule , Check departure time , Flight schedule and availability of air tickets , Sale of air tickets . They are also available in the center of the agency page in the "Air flights" section.

Daily prices

Information on daily prices for hotels can be found in the "Days and non-standards" section on the agency page. You can also find here: lists of hotels where pets are allowed, prices for lifts and ski equipment rental, tourist tax, hotel deposits and other additional services depending on the specifics of the country.

Supplement for children under 2 years old (infants)

The cost of the boarding pass (air ticket without seat and baggage) for children under 2 years of age is indicated in the "Air tickets".

Despite the fact that in most hotels children under 2 years old stay free of charge, there are exceptions. We strongly recommend that you clarify information on the cost of living in hotels for children under 2 years old by e-mail with your curator or in the sales department.

Flight crossing information

Information about the possibility of crossing flights and the cost of crossing can be found in the file "".

Non-standard tour solutions (VIP, sports, weddings)

This section presents corporate projects, examples of corporate programs, hotels with conference rooms, non-standard accommodation options, sports projects, VIP recreation and services, VIP meetings, farewells, wedding ceremonies.

Information on the issuance of documents

Information on the issuance of documents is available at the link "Issuance of documents" in the "Agencies" section or in the "Operational information" section in the center of the agency page. To find out information on issuing documents from your city of departure, you need to change the city of departure in the upper left corner of the site and go to the document issuance section.

Contacts

Newsletter subscription

No passport data of tourists

If at the time of booking there is no ORP number, its expiration date, then when booking online, the corresponding columns must be left blank. We remind you that passport data must be entered at least 3 (three) working days before the date of departure. If the passport data is not entered within this period, then a fine of 25 USD is imposed on the application. per person.

You must add a child under 2 years old to the application

A mini-group flies (strictly up to 10 people) to one hotel, several applications

So that there is no situation that one application was confirmed, and another was refused, but tourists want to fly all together to one hotel, then the booking technology is as follows:

Book the first application, the system issues an application number. In subsequent applications, in the note, indicate “confirm strictly together with application No. (indicate the number of the previous application).

Please note that if the total number of people for all applications exceeds 9 people, then the applications will be recalculated according to the rates for groups (often these rates are HIGHER than the cost in the online booking system).

The cost is not indicated in the application (it costs n / a)

If the cost of the application is n / a and all services are confirmed, then in this case you need to send a letter to the address of your curator (the curator's email address can be found in the agency's personal account, in the upper right corner when you click on the agency name or login) with the text “We ask you to calculate (put down the cost) application No. XXXXXXXX.” In the subject line of the letter, you must indicate the application number.

It is necessary to make a request for the hotel (country, residence of the infant, etc.)

If you have any questions about the hotel, the cost of living for foreign citizens, the cost of living for an infant, the food system at the hotel and other questions, then you need to write a request to your curator or to the address corresponding to your city, using the following form:

The subject of the email must contain one of the following items:

Price for citizens of another country (foreigner + Russian)
Price for citizens of another country (foreigner)
The cost of living for an infant
Additional discount
Complex non-contract placements
Non-standard room price
Hotel price without contract
Question about the hotel

Body of the letter:

Application number: (if the application has already been created in the database)
The country:
Hotel:
Dates of stay:
Type of number:
Type of allocation:
Boarding:
Question text:

Letter example:

Subject: Price for citizens of another country (foreigner + Russian)

Country: Thailand

Hotel: ROYAL CLIFF BEACH RESORT

Dates of residence: 07.03.2011-14.03.2011

Room type: Club Sea view room/ Grand Building

Placement type: DBL+2CHD

Boarding: BB

Question text: The family is flying, the father is a citizen of Nigeria. Does the price change?

It is necessary to calculate a complex tour

To calculate a complex tour, you need:

Request the cost of air tickets for the desired dates from your curator.
View the cost of living on your own in the selection of the tour through the "Composition of the tour - Accommodation".
The cost of the transfer must be viewed in the "Transfers" section (Agent's page - all directions on the right - Transfers)

If there is a difficulty in the calculation, you can contact your curator. The name and contact e-mail of your curator can be found in the agency's personal account, in the upper right corner by clicking on the user's login.

It is necessary to “hang tickets”, fix the price

If there are few tickets left and it is likely that they will run out by the arrival of tourists, or you want to fix the cost at the rate for this moment, then it is necessary to make a preliminary reservation with the REAL names of tourists.

Advance booking makes it possible to book an application and therefore fix the cost of the tour at the current rate at the time of booking, and at the same time reduce the risks of having to pay fines if the tourist cancels the reservation and does not pay for the application.

Differences from a regular booking: if the agency does not confirm within a certain time, that is, does not transfer the application from pre-booked to regular, or does not pay, the application will be automatically canceled without incurring penalties to the agency.

Applications are created in the same way as with a regular booking - through an online account.

In the online booking of applications, you must check the box "Advance booking".

For applications with advance booking, a time limit is set, after which the application will be automatically canceled.

The time limit is set and checked to the nearest minute.

Time limits are displayed in the online account in the lists of applications in the sections "Application" and "Finance", as well as on the form for viewing a single application.

Restrictions:

The agency can set a time limit within two days from the moment of booking the application, that is, the maximum time limit = date-time of booking + 48 hours. The time limit is set according to Moscow time.
If the agency has not set a time limit, then by default the date-time of the time limit = the date-time of the booking + 24 hours.
The agency can set a time limit only at the time of booking the application. In an already existing application, the agency cannot edit the time limit.
The agency can set a time limit only in case of advance booking. With a regular booking of an application, a time limit is not set.
The Agency can remove the time limit from the application, that is, transfer the application from pre-booked to regular applications, if the time limit is current = not deleted and not expired.
The agency has the option to cancel an application with a time limit if the time limit is valid = not deleted or expired.
The number of simultaneously submitted applications with a time limit from one agency is limited. The default is 5 entries.
It is forbidden to pre-book an application 5 days or less before the date - time of arrival for visa-free countries, and 8 days or less before the date - time of arrival for visa countries.
The number of people boarded at the same time in applications with a time limit is limited to 10% of the number of free seats on the flight. In case 10% is less than 2, 2 places will be available by default.
You cannot create pre-booked tickets for flights with unconfirmed flights. All other flights can be booked in advance, regardless of the airline and destination.