TERMS AND CONDITIONS

Art. 1. Within the meaning of these Terms and Conditions:

1) "Online Platform" is the website through which the Tour Operator offers and sells travel packages, accepts bookings, and carries out communication.

2) "Tour Operator" is the merchant identified at the beginning of the document.

3) "User" is any physical or legal person who uses the platform and concludes a contract for a travel package.

4) "Travel Package" is a combination of at least two different travel services for the purpose of the same trip or holiday within the meaning of the Tourism Act.

5) "Contract" is the contract for package travel, concluded from a distance by electronic means.

6) "Booking" is an application for participation in a travel package, made through the online platform.

Art. 2. The services are provided by the TOUR OPERATOR on the basis of an individual contract for the provision of travel services, concluded in writing with the respective USER.

Art. 3. The contract binds the parties only for the services explicitly described therein. All unmentioned additional services in the contract are subject to a separate agreement. For them, the USER owes a separate payment.

Art. 4. For cases not settled in the individual contract, the relevant provisions of the Terms and Conditions apply. The Terms and Conditions are an integral part of the individual contract between the TOUR OPERATOR and the USER, and have binding force for them, unless otherwise explicitly agreed in the individual contract.

Art. 5. (1) All contracts between the parties are concluded entirely from a distance by electronic means.

(2) Electronic correspondence and electronic statements have the force of written form between the parties, as far as the law allows.

Art. 6. Appendices No. 1 – No. 5 are an integral part of these Terms and Conditions and have binding force for the parties.

Art. 7. (1) The platform provides the opportunity to get acquainted with offers, receive pre-contractual information, perform bookings, and contact the TOUR OPERATOR.

(2) The platform may be updated and improved, which does not affect the validity of already concluded contracts for travel packages.

Art. 8. Bookings are accepted only through the online platform. For one-day and half-day tours, booking is made only by phone.

Art. 9. (1) Booking is performed by selecting a specific travel package and filling in the necessary data (name, contact, participants, etc.).

(2) The booking is considered valid after confirmation by the TOUR OPERATOR within 48 hours and after the USER pays a deposit.

Art. 10. The TOUR OPERATOR is not responsible for errors in the booking caused by the client.

Art. 11. Before concluding the contract, the USER receives clear and understandable information regarding:

1) destination, route, and duration;

2) included and not included services;

3) accommodation (if applicable), transport (if applicable), meals (if applicable);

4) minimum number of participants required for the implementation of the travel package (if applicable) and the deadline for notification in case of cancellation due to insufficient number of participants;

5) total price of the travel package;

6) payment terms – the amount or percentage of the price to be paid as an initial installment and the schedule for paying the rest of the price;

7) general information on passport and visa requirements (if applicable);

8) conditions for changes, withdrawal, and cancellations;

9) requirements for physical preparation, equipment, and difficulty level (Appendix No. 5), when the trip is active/adventurous.

Art. 12. (1) Payment is made in Euro by bank transfer. For one-day and half-day tours, payment is made on-site, in cash, against an issued fiscal receipt.

(2) THE USER pays the price for the travel services agreed in the individual contract within the agreed term.

Art. 13. (1) THE TOUR OPERATOR has the right to increase the agreed total price of the travel service no later than 20 /twenty/ days before the starting date of the trip, promptly notifying the USER of this change in clear and understandable language in case of increase in:

1) the price of passenger transport resulting from a change in the price of fuel or other energy sources;

2) the amount of taxes or fees on the travel services included in the contract, imposed by a third party not directly involved in the execution of the travel services, including tourist taxes, landing fees, or boarding/disembarkation fees at ports and airports;

3) a change in the exchange rate relevant to the contract, after its conclusion, by more than 5%.

(2) A price change of less than 8% is considered insignificant and is not a ground for cancellation of the trip by the USER.

(3) When the price increase exceeds 8 percent of the total price of the travel package, Art. 88, para. 2, 3 and 6 of the Tourism Act applies.

(4) THE USER has the right to a price reduction under the contract in case of a corresponding reduction in one or more of the cost items mentioned in Art. 13, para. 1, items 1-3. In case of a price reduction, the TOUR OPERATOR has the right to deduct its administrative costs from the amount to be refunded to the USER. Upon request, the TOUR OPERATOR provides the traveler with evidence of the administrative costs incurred.

(5) The increase or decrease of the price under the contract is made according to the increase/decrease of the cost items under Art. 13, para. 1, items 1-3.

Art. 14. THE TOUR OPERATOR is obliged to inform the USER in writing of the change in the total price within 2 /two/ days after the occurrence of the circumstances under Art. 13, para. 1, but no later than 20 days before the start of the execution of the travel service.

Art. 15. In case the USER has not received information before the conclusion of the contract about all fees, payments, and additional costs that may need to be paid by them in connection with the execution of the travel package, they do not owe their payment.

Art. 16. THE TOUR OPERATOR has the right to announce promotional prices for early bookings or other promotions. Promotional offers are valid only for the terms and under the conditions announced. In case the TOUR OPERATOR announces promotional prices after the conclusion of the relevant Contract for the provision of a travel service, the same apply only to newly registered USERS, under the respective conditions, and cannot be a reason for a request by the USER and/or the other USERS under the contract for a price reduction or a ground for a claim.

Art. 86. (1) The traveler has the right to transfer the travel package contract concluded by them to another person who meets all the requirements applicable to the concluded contract, after giving the tour operator notice on a durable medium within a reasonable time before the start of the travel package.

(2) Notice given no later than 7 days before the start of the travel package is considered given within a reasonable time.

(3) The person who transfers and the person to whom the travel package contract is transferred are jointly and severally liable for the payment of the remaining part of the amount under the contract and for all additional fees, levies, or other additional costs resulting from the transfer.

(4) The tour operator informs the person who transfers the travel package of the actual costs of the transfer. These costs cannot be unreasonably high and cannot exceed the actual costs incurred by the tour operator in connection with the transfer of the travel package contract.

(5) The tour operator provides the person who transfers the travel package contract with evidence of the costs, fees, or other additional costs resulting from the transfer of the travel package contract.

Art. 17. THE TOUR OPERATOR reserves the right to change the indicated hotels, dining or entertainment establishments with ones of the same category and the same location, within 2 /two/ days of the occurrence of the circumstances that necessitate the change, but no later than 10 /ten/ days before the provision of the travel service. This change is considered insignificant and the USER has no right to withdraw from the trip for this reason. THE TOUR OPERATOR notifies the USER of such a change.

Art. 18. THE TOUR OPERATOR reserves the right to change the carrier with another carrier, upon the occurrence of reasons that make it impossible or inappropriate for the carrier indicated in the contract to fulfill its obligations, promptly notifying the USER. This change is considered insignificant and is not a ground for withdrawal from the trip for this reason.

Art. 19. THE TOUR OPERATOR reserves the right to change the departure time in case of a change of carrier or occurrence of other objective reasons necessitating this, promptly notifying the USER. This change is considered insignificant and is not a ground for withdrawal from the trip for this reason.

Art. 20. THE TOUR OPERATOR reserves the right to change the USER's seats in the vehicle for the purpose of accommodating mothers with children, pregnant women, elderly people, and in the presence of other similar objective reasons. This change is considered insignificant and is not a ground for withdrawal from the trip for this reason.

Art. 21. (1) When before the start of the travel package, the TOUR OPERATOR is forced to significantly change any of the main characteristics of the travel services or cannot fulfill any of the special requirements of the traveler, or proposes a price increase of the travel package by more than 8 percent, the USER has the right within a reasonable period specified by the TOUR OPERATOR:

1) to accept the proposed change within three days of receiving the notice on a durable medium, whereby the TOUR OPERATOR and the USER sign a written annex to the Travel Services Contract, OR

2) to terminate the contract without paying a fee for it.

(2) If the USER does not notify the TOUR OPERATOR of their decision within three days, it is considered that they agree with the changes.

Art. 22. (1) If the USER terminates the Travel Services Contract under the conditions of Art. 21, para. 1, item 2, they have the right to conclude a substitute Travel Service Contract of the same or higher quality if the TOUR OPERATOR offers such.

(2) If the services offered in a substitute Travel Service Contract are of lower quality or value, the USER is entitled to a corresponding price reduction.

(3) The USER is not obliged to accept the changes made if the price reduction is insignificant or the travel services offered in the substitute package are not comparable with what was initially agreed.

Art. 23. When the travel package contract is terminated pursuant to Art. 21, para. 1, item 2 and the USER does not accept a substitute travel package, the TOUR OPERATOR refunds all payments received from them or on their behalf within 14 days of the termination of the contract.

Art. 24. THE USER has the right to receive from the TOUR OPERATOR the service in the manner, terms, and under the conditions described in the individual contract for the provision of travel services, the Standard Form thereof, and these Terms and Conditions.

Art. 25. THE USER undertakes to pay in full and within the terms established in the Travel Services Contract the value of the travel services.

Art. 26. THE USER undertakes to comply with the Safety Instruction with which the TOUR OPERATOR acquaints them pursuant to Art. 38.

Art. 27. THE USER undertakes to comply with the laws of the country in which they travel.

Art. 28. THE USER who intends to travel and stay in countries with an increased risk of infectious diseases is obliged to undergo appropriate prevention according to international medical requirements.

Art. 29. THE USER undertakes to provide the necessary personal documents with the corresponding validity for travel abroad – an ID card with a validity period until the final date of the trip or an international passport with a validity period of 6 months from the final date of the trip.

Art. 30. THE USER is obliged to precisely observe the announced departure times and to appear in a state and appearance that allow them to participate in the trip and which do not cause inconvenience to other tourists and to the employees of the TOUR OPERATOR and its contractors. In case additional costs arise for the tourist or for the tour operator due to the stated reasons, the same are borne entirely by the USER.

Art. 31. THE USER is obliged to provide information in writing about their state of health to the TOUR OPERATOR in case they suffer from chronic or congenital diseases that could endanger their life during the trip. In case of an accident related to a chronic or congenital disease of the USER of which the TOUR OPERATOR has not been notified in the described manner, the TOUR OPERATOR or its performers bear no responsibility.

Art. 32. (1) THE USER has the right to withdraw from the contract concluded with the TOUR OPERATOR at any time before the start of the travel service.

(2) Withdrawal must be made in writing, addressed to the TOUR OPERATOR, whereby the USER pays the TOUR OPERATOR a penalty under the contract in the following amounts depending on the period between the withdrawal and the start of performance under the contract:

Art. 37. THE TOUR OPERATOR is obliged, before concluding the Travel Services Contract, to acquaint the USER with the main characteristics of the travel services in the contract.

Art. 38. Before providing the travel service/s, the TOUR OPERATOR is obliged to acquaint the USER with the Safety Instruction.

Art. 39. THE TOUR OPERATOR is obliged to inform the USER of any change in the information regarding travel services provided before concluding the contract. Otherwise, the USER is considered unbound by the changes.

Art. 40. THE TOUR OPERATOR bears full responsibility for the performance and quality of all travel services included in the travel services contract, according to the Tourism Act.

Art. 41. THE TOUR OPERATOR is responsible for the performance of all services included in the Travel Services Contract, regardless of whether they are performed by them or by another provider of travel services.

Art. 42. THE TOUR OPERATOR is not responsible for the categorization of hotels offered in the offers, as they are categorized by the authorized bodies in the respective country.

Art. 43. THE TOUR OPERATOR is not responsible for changes in flight schedules or cancellation of flights, but provides full assistance in resolving the case.

Art. 44. (1) THE TOUR OPERATOR has the right to terminate the travel services contract by refunding all payments made by the USER to date without owing additional compensation when:

1. The number of participants for the travel package is less than the minimum number (depending on the announced program) indicated in the contract and the TOUR OPERATOR has notified the USER of the termination of the contract no later than:

20 days before the start of the travel package – in case of trips with a duration longer than 6 days;

7 days before the start of the travel package – in case of trips with a duration from 2 to 6 days;

48 hours before the start of the travel package – in case of trips with a duration less than 2 days.

2. THE TOUR OPERATOR is prevented from performing the contract due to unavoidable and extraordinary circumstances and has notified the USER of the termination of the contract without undue delay before the start of the travel service.

Art. 45. (1) THE TOUR OPERATOR is obliged to provide without undue delay appropriate assistance to a USER in difficulty, including when due to unavoidable and extraordinary circumstances it is not possible to ensure the return of the USER, by:

providing useful information on health services, local authorities, and consular assistance;

assisting the USER in making long-distance and/or international communications and finding alternative travel services.

(2) When the USER's difficulty is caused intentionally or due to their own negligence, the TOUR OPERATOR may require the payment of a reasonable fee for the assistance provided, not exceeding the actual costs incurred. The fee cannot exceed the actual costs incurred by the tour operator for providing assistance to the traveler.

Art. 46. (1) When the Travel Services Contract also includes the carriage of passengers, the TOUR OPERATOR ensures the return of the USER to the starting point of the trip with an equivalent type of transport without undue delay and without additional costs for the USER.

(2) When due to unavoidable and extraordinary circumstances it is not possible to ensure the return of the USER as provided for in the contract, the TOUR OPERATOR bears the costs of the USER's accommodation if possible in an equivalent category place of accommodation for a period of no more than 3 nights. The indicated limitation of terms does not apply to persons with reduced mobility and their accompanying persons, pregnant women, unaccompanied minors, as well as persons needing special medical assistance, provided that the TOUR OPERATOR was notified of their specific needs at least 48 hours before the start of the Travel Services Contract.

Art. 47. THE USER is obliged to inform the TOUR OPERATOR of any non-conformity in the travel service provided included in the Travel Services Contract.

Art. 48. (1) When any of the travel services does not correspond to what is provided for in the travel services contract, the TOUR OPERATOR is obliged to rectify the non-conformity, except when this is not possible or is associated with disproportionately high costs given the degree of non-conformity and the value of the affected travel services.

(2) In the cases mentioned in Art. 47 above, the USER undertakes to immediately notify the service provider on-site, as well as to immediately notify the TOUR OPERATOR via email or in writing, with a view to timely taking measures that satisfy all interested parties.

(3) If the USER's request is not satisfied on-site, the latter has the right to submit a claim to the TOUR OPERATOR in writing, containing a detailed description of the facts and circumstances related to the non-performance, within 14 /fourteen/ days of completing the provision of the travel service, subject of the travel services contract.

(4) THE USER has the right to submit the claim in oral form as well, in which case the TOUR OPERATOR draws up, and the USER signs, a protocol for the submitted claim.

(5) THE TOUR OPERATOR undertakes to take a stand on the claim within 30 /thirty/ days of the date of its receipt.

(6) THE TOUR OPERATOR leaves the claim without consideration in case in the term under para. 2 above (immediately after discovering the non-conformity) the USER has not notified the TOUR OPERATOR of the non-conformity of the service with what was agreed in the travel package contract.

Art. 49. (1) In case the TOUR OPERATOR does not rectify the non-conformity, the USER, outside the hypotheses of Art. 48, para. 1, has the right to compensation for damages and an appropriate price reduction for the time during which there was a non-conformity of the provided services with the Travel Services Contract, unless the TOUR OPERATOR proves that the lack of conformity is due to the USER.

(2) THE TOUR OPERATOR's liability for inaccurate performance of the contract is up to the difference between the price of the service agreed in the contract and the service actually provided.

(3) Alternatively, in case the TOUR OPERATOR does not rectify the non-conformity within a reasonable period determined by the USER, the latter may do so themselves and request from the TOUR OPERATOR reimbursement of the necessary expenses. The USER does not give a term when the TOUR OPERATOR refuses to rectify the non-conformity or in cases when it is necessary for the rectification of the non-conformity to happen immediately.

Art. 50. THE USER has the right to an appropriate price reduction for the time during which there was a non-conformity of the provided services with the travel package contract, unless the TOUR OPERATOR proves that the lack of conformity is due to the USER.

Art. 51. (1) THE USER is entitled to receive compensation from the TOUR OPERATOR for all property and non-property damages suffered as a result of the lack of conformity with the travel package contract. Compensation is made without undue delay by the TOUR OPERATOR.

(2) THE USER is not entitled to compensation for damages suffered when the TOUR OPERATOR proves that the lack of conformity is due to:

1. the traveler;

2. a third party unrelated to the provision of the travel services included in the travel package contract, and it cannot be foreseen or prevented;

3. unavoidable and extraordinary circumstances.

Art. 52. In cases where the liability of the TOUR OPERATOR's contractors for damages caused by non-performance of services is limited by international treaties ratified, promulgated in the State Gazette, and entered into force for the Republic of Bulgaria, the TOUR OPERATOR's liability is within these limits.

Art. 53. The statute of limitations for bringing the claims for compensation mentioned above in this Section IX is two years.

Art. 54. THE TOUR OPERATOR is not liable, does not indemnify, and does not compensate the USER who has refused the consumption of individual services or by their own will has deviated from the performance of the service and for this reason has missed one or another services under the previously agreed program in the travel services contract.

Art. 55. THE TOUR OPERATOR does not indemnify and does not compensate the USER for costs beyond the travel services agreed in the contract.

Art. 56. THE TOUR OPERATOR does not bear costs related to the consumption of food and beverages outside the standard board indicated in the contract.

Art. 57. THE TOUR OPERATOR is not responsible for the storage of personal luggage, money, valuables, documents, etc., including those left in the place of accommodation.

Art. 58. THE TOUR OPERATOR is not responsible for fines and other sanctions imposed on the USER by authorized persons in the host country for offenses committed by the USER.

Art. 59. THE TOUR OPERATOR declares that it has a contract for mandatory "Tour Operator Liability" insurance under Art. 97, para. 1 of the Tourism Act with insurance company "LEV INS" AD - registered office: Sofia district, Sofia municipality, Sofia city, p.c. 1700, Studentski district, 67A Simeonovsko Shose Blvd., phone: 0 800 15 333. The number of the insurance policy is No. 13052610000120, valid from 05.03.2026 to 04.03.2027.

Art. 60. THE USER has the right to be acquainted with the conditions for concluding a contract for voluntary insurance to cover the costs of terminating the travel services contract.

Art. 61. THE USER has the right to receive information on the conditions for concluding a voluntary or mandatory insurance contract to cover the costs of assistance, including repatriation in case of accident, illness, or death.

Art. 62. (1) THE TOUR OPERATOR offers the USER the conclusion of a voluntary or mandatory "medical expenses in case of illness and accident of the tourist" insurance on behalf and at the expense of a licensed insurer for travel abroad.

(2) The insurance under para. 1 may not be concluded when the USER presents before the TOUR OPERATOR a valid policy for a concluded long-term "medical expenses in case of illness and accident of the tourist" insurance, whose validity period also covers the period of the contract for the specific trip.

(3) In the cases under para. 2, the TOUR OPERATOR attaches a copy of the insurance policy to the contract under Art. 84, para. 1 of the Tourism Act.

Art. 63. Each USER can conclude an additional voluntary insurance to cover additional risks such as covering the costs of assistance, including repatriation of the USER in case of death and others.

Art. 64. THE TOUR OPERATOR undertakes to provide information to the USER about the personal documents necessary during travel according to the legislation of the respective country where a given excursion will take place.

Art. 65. Upon refusal of the border services to allow the USER to enter the territory of the respective country, the TOUR OPERATOR bears no responsibility and does not owe a refund of the price paid for the travel.

Art. 66. For countries for which a visa is required, upon request by the USER, the TOUR OPERATOR provides the necessary documents required by the respective embassy – bookings, tickets, vouchers, insurance.

Art. 67. The issuance of a visa for the respective country is solely within the competence of the consular service at the embassy and is not guaranteed by the TOUR OPERATOR.

Art. 68. THE TOUR OPERATOR is not liable and does not owe penalties or compensations, nor a refund of amounts under the contract, if the USER does not take part in the trip because they do not have regular documents.

Art. 69. THE TOUR OPERATOR provides information on medical and health requirements related to the trip and stay. THE TOUR OPERATOR is not liable and does not owe compensation in case the TRAVELER has not fulfilled the respective health requirements and is not admitted to the territory of the respective country.

Art. 70. (1) USERS participating in mountain and e-bike tours should possess valid "Mountain Insurance" covering:

1. medical expenses in case of accident;

2. search and rescue costs;

3. transport to a clinical facility;

4. permanent incapacity or death resulting from an accident.

(2) In road tours organized as a travel package, USERS should possess valid "Travel Insurance" covering:

1. medical expenses;

2. emergency medical assistance;

3. hospital treatment;

4. repatriation (including for tours outside the Republic of Bulgaria);

5. accident while practicing sport.

(3) Where provided, the TOUR OPERATOR may conclude group insurance for the participants, which is explicitly stated in the description of the respective tour.

Art. 71. THE TOUR OPERATOR processes personal data of its USERS in order to provide the products and services they have requested and use, in order to fulfill contractual and pre-contractual obligations and to exercise the rights and obligations under the contract, such as PIN (EGN), phone, names, data from an identity document, contact data, including those published on the contact form located on the TOUR OPERATOR's website, email addresses for correspondence.

Art. 72. The processing of personal data is only related to the exercise of the rights of the party having the quality of USER and the persons on whose behalf the travel package contract is concluded, and the TOUR OPERATOR in the processing thereof complies with the requirements of European and national legislation.

Art. 73. THE TOUR OPERATOR does not process personal data of special categories, such as genetic, biometric, and other sensitive data, with the exception of health status data for the purposes of the legal relationship, if such are necessary.

Art. 74. By accepting these General Terms and Conditions, the USER is considered to be acquainted with the TOUR OPERATOR'S PRIVACY AND DATA PROTECTION POLICY, approved and current at the date of signing thereof, which is published on the company's website.

Art. 75. For the categories of data that the TOUR OPERATOR processes, the provision of personal data to third parties, the USER's rights as a data subject, the USER also signs a specific Declaration of Consent for the processing of their personal data, which is an integral part of the Travel Services Contract signed by them and the General Terms and Conditions thereto.

Art. 76. The Travel Services Contract is valid from the date of its signing.

Art. 77. Each of the parties has the right to request amendment or to terminate the contract in connection with significant changes in the circumstances under which the contract was concluded, and for all matters not settled, the Tourism Act and Bulgarian legislation apply.

Art. 78. In case of amendment of the contract, the obligations of the parties are preserved in an amended form. In case of termination of the contract, the obligations of the parties are terminated after settling the financial relationships.

Art. 79. All disputes between the parties related to performance, non-performance, validity, and interpretation of this contract, as well as the appendices thereto, are resolved by the parties by mutual agreement and mutual concessions, and if this is not possible – by court order.

Art. 80. The invalidity of individual provisions or parts thereof of this contract does not lead to invalidity of the entire Contract or to invalidity of the entire provision. In case any of the provisions of this Contract is invalid, it is replaced by the corresponding mandatory norm of the current legislation.