Terms & Conditions
Please, read carefully our Conditions. They compose an essential part of the agreement between the customer and Udhetim.
The Contract
All persons wishing to make a booking have carefully read and fully understand the Terms and Conditions that follow. By making a booking with the Udhetim, you accept on behalf of yourself and all those named on the booking including minors to be bound by these Terms & Conditions. A booking is accepted and becomes definite only from the date when Udhetim sends a confirmation invoice or email. It is at this point that a Contract between the Company and the Client comes into existence.
“Contract” means the agreement between the customer and the organizer and / or the retailer in which the consumer is obliged to pay a certain inclusive price against the travel package provided by the organizing party.
- “Travel Package” means the service that provides the consumer with a pre-designed combination of not less than two of the following types of services: Transport, housing, other tourist services that are not directly related to transport or housing and which constitute a significant part of the package; as well as covering a period of not less than 24 hours or including accommodation, at least for one night.
- “Agency”: Registered legal person who carries out the activity of providing, finding and enabling tourist trips, travel tickets in different modes of transport, and tickets for sporting or cultural activities for clients in return for payment.
- “Reservation” means the storage or ordering of a tourist product such as travel, accommodation or tour package by the agency, upon customer’s request.
- “Confirmation”: a) Verification of the availability of a reservation; or b) Final settlement by which the client pays the obligations to the agency and the agency permanently saves the client’s reservation.
- “Confirmation”: a) Verification of the availability of a reservation; or b) Final settlement by which the client pays the obligations to the agency and the agency permanently saves the client’s reservation.
- “Hotel” means a building or a related group of buildings independent of any other construction site, with not less than 6 (six) rooms, within a single piece of land in which accommodation, amenities and amenities are provided to the public by a qualified staff.
“Refund” means the amount of money the agency is required to pay back to the customer in case of non-performance of the agreement for its fault or in the cases provided for in this document.
- Obligations of the agency
- The agency staff is obliged to explain all the offers for which the client expresses interest. The agency staff is obliged to respond, within official hours and in the manner agreed upon, to any questions or uncertainties of the client.
Medical Conditions
The Client must notify the Company in writing during the process of booking of any medical conditions, pregnancy, disability or any other mental and or physical condition.
Cancellations
- The Agency shall not be liable in the event of a travel cancellation due to force majeure, natural causes, folk protests or war status announcements at the destination selected by the client as well as any incidents that occur due to these reasons. The solution will be found by agreement between the agency and the client.
- If the minimum number of participants foreseen for organizing the package is not met, then the agency has the right to cancel the trip. The forecast of the minimum number varies according to the destination and the period of the year when a package is promoted but will always be made known at the moment of publication of the package. The customer will be notified of this cancellation 15 days prior to departure.
- If the agency annuls the package before the agreed delivery date, the customer is entitled to choose one of the following options: 7.2.2. – Provision of a replacement, equivalent or higher quality package when the organizer or seller is able to offer
- Provide a replacement package with a lower quality. In such case, the organizer or seller must compensate the customer for the difference between the canceled travel package and the one offered;
- Return of all the amount paid by the customer, according to the travel package contract, within 7 days from the date of giving notice of waiver.
- Unless the consumer is entitled to claim compensation from the organizer for all damages, material and immaterial, except for the predictions specified in clauses 4.3.1 and 4.3.2 of this contract.
- The customer has the right to waive the contract without a penalty up to 25 days before departure.
- In case the customer waives the contract for overcoming the above deadline then he is obliged to compensate the agency for the expenses incurred for his booking. The amount will be determined in accordance with the cancellation deadlines set out in this contract.
Cancellation Procedures
- Cancellation will be deemed to have been made at the moment the client submits to the agency’s office and completes the relevant form to withdraw from the relationship established with the agency. The client should be presented personally or represented by a member of the group (when the trip is reserved in the group). In this case, the client must call the agency, while the representative is in the agency’s office, to confirm the cancellation.
- Obligations of the agency upon departure
- The Agency is obliged to correctly and comprehensively fulfill all the services specified in the contract, despite the fact that subcontractors or suppliers are charged with the respective obligations.
- Agency’s rights
- The Agency has the right to request any necessary documents that enable the booking of travel.
- The Agency is entitled to receive, at the time and in the manner determined by agreement, any payment that the Client is required to pay.
- The Agency has the right to cancel the travel reservation if the client fails to make payments under the agreement.
- In case of cancellation of travel, the agency has the right to keep from the amount paid by the client, any commission or expense it has to make in order to enable the client’s travel.
- CLIENT
- Customer rights
- The client is entitled to receive the bid according to the information provided by the agency staff.
- The client is entitled to request detailed travel information during the agency’s working hours, in the ways of contact specified by the agency.
- The Client has the right to request reimbursement in the event of a travel cancellation by the agency, in the event of a hotel change or of a fault by the agency, in the event of non-fulfillment of the package offered by the agency.
- The client has the right to waive the travel package contract without any penalty or penalties if the organizer is not able to secure the valid insurance contract
- Client Obligations
- The client is obliged to pay the payments according to the agreement agreed with the agency.
10.5.2.2 The client is obliged to appear at the place of departure on the date and time appointed by the agency.
- The client is obliged to provide the number of participants on the trip, whether he is responsible for them, or whether it is a group trip.
- The customer is obliged to behave correctly and according to the laws and ethical norms of the host country where the journey is organized, as instructed by the organizer. The customer is obliged to compensate the organizer for any damage resulting from the disrespect of this obligation.
- The client is obliged to determine whether to take pets with himself.
- The client is obliged to determine whether he / she will be in charge of the juvenile. For juveniles traveling without the presence of both parents, parenting is required.
5.2.7 The Client is obliged to notify any non-fulfillment of the tourist package contract, which he distinguishes in the country, the service provider concerned and the agency, in writing or in any other appropriate way, with the most first.
- In the event that the customer waives the contract for exceeding the above deadline then he is obliged to compensate the agency for the expenses incurred under the terms and conditions set for the cancellation deadlines.