Terms & Conditions
Agreement between customer and TATRAWELL
The contract is valid for every tour operator that TATRAWELL co-operates with, all persons in each group and any independent traveller
1. Price and Payment Conditions
If any changes need to be made, TATRAWELL will inform each client before the client agrees to the final price.
Two ways of payment:
Payment based on an invoice, which is issued in EUR. No fees apply
By a credit/debit card of the Card Pay service provided by one of the biggest banks in Slovakia known as Tatra Banka a.s
Credit and Debit card fee may apply.
Each payment by a card shall be settled with the Client either in Slovak crowns on the basis of the rate of exchange EUR/SKK valid on the date of each transaction. TATRAWELL will have no responsibility for any differences in the rate of exchange, for the fees related to the transaction, or for the eventual losses related to the card use.
Failure to pay for any services on the due date will lead to a cancellation of the contract without any obligations towards TATRAWELL.
2. Rights and Obligations of the Parties to each Contract
Each client is authorized to the following:
- ask for any information related to the services agreed and paid on the basis of the contract
- withdraw from the contract in accordance with TATRAWELL terms and conditions without giving any reason
- inform about the change of a person participating in the tour not later than 14 days before your trip start.
- the Client is obliged to:
- provide only true and complete information related to the particular trip, ordered service etc.
- pay the tour price,
- carry valid travel documents
- make sure that each person of your group have valid VISA for the Slovak and Czech Republic and any other country that might be included in your trip.
- to inform TATRAWELL about any changes that might appear, for example meeting point.
- dot not cause any damage to health or property to other tour participant, or the TATRAWELL service suppliers
- follow the instructions of TATRAWELL guide
- financially cover any damage caused by the client
- meet at the agreed place and time
TATRAWELL is authorized:
- in case of shortage of accommodation facilities to provide alternative accommodation in the same quality class as that which was agreed in the contract
- in case of a change in the transportation situation to provide alternative transfer of the similar quality to which was originally planned.
TATRAWELL is obliged to:
- Make sure that each trip runs according each contract
- provide all necessary information needed for each trip and any other services provide by TATRAWELL
The tour participants shall carry with them all the necessary travel documents authorizing them to enter all countries. TATRAWELL shall not be held responsible for any event which might prevent any of its Client (tour participants) the entry into any country. Should situation like this occur the tour will continue without these tour participants and these participants themselves shall be responsible for arranging their transportation to the country from which they joined the tour. TATRAWELL shall not be held responsible for the level of services and events outside the framework of the tour which the Client shall order in the tour destination with other persons or organizations.
3. Liability
Requests for bed type and smoking preferences will be submitted to the hotel but are not guaranteed.
Your credit card details are only necessary in the case you wish to make the payment online. If you decide not to provide the credit card details we will contact you later regarding the payment method.
We will confirm your booking as soon as possible to your e-mail address.
TATRAWELL shall not be held responsible for any unpredictable problems, which cannot be influenced by TATRAWELL, such as the weather, traffic situation, restrictions imposed by the government during the tour and for other like circumstances.
The Client may not raise any claim on the basis of the circumstances which were known to the Client before the tour.
TATRAWELL shall not be held responsible for an eventual delay of the plane (on technical grounds, because of bad weather conditions, on operational grounds, busy air channels etc.) and the related damages.
The Client is not entitled to a compensation for the waiting time at the airport in case of the late/early airplane departure/arrival, or for unused services related to the stay, or for a withdrawal from the tour contract.
The planned transportation time may be extended due to unforeseen circumstances, such as the weather conditions, waiting on the border crossings, or the road traffic problems. The Client is not entitled to compensation for the waiting time, or for the unused services related to the tour, or to a withdrawal from the tour contract due to the delay of the mean of travel.
The Client shall be held responsible for observation of the transportation terms and conditions of the air carrier to and from destination or during the tour.
TATRAWELL shall not be held responsible for exclusion from transportation caused by the failure of the Client to observe the terms and conditions of transportation, for example bad behaviour, drinking a large quantity of alcohol which would lead to bad behaviour.
TATRAWELL shall not be held for eventual shortcomings of the air carrier. The Client shall raise its claims at the air carrier in accordance with the relevant transportation conditions or claims proceedings.
TATRAWELL shall not be held responsible for damages which were not caused by TATRAWELL or its service suppliers, but which were caused by the Client, or by a third person not related to the tour provision, or by the event which could not be prevented even with the application of the maximum effort, or for damages caused by unusual or unpredictable circumstances.
4. Claims and Complaints
The Client should report all complaints related to the provision of services by contacting TATRAWELL office as soon as possible.
If the Client claims indemnification for the services which were not provided up to the agreed standard then the Client shall raise the relevant claim by phone and then formulate its claim also in writing indicating all relevant information and deliver it by fax or by mail within 7 days from the date the claim was raised by phone. The claim may be either in Slovak or in English language.
TATRAWELL shall inform the Client about the claim resolution within 30 days from the delivery of the claim. In case of substantiated claim TATRAWELL shall refund the Client the difference between the provided and agreed services. TATRAWELL shall not refund any of the Client's expenditures caused by the Client's failure as long as they were not approved by TATRAWELL in advance.
5. Insurance
TATRAWELL shall not be held responsible for medical insurance, of the Client (the tour participant) and for an eventual loss of the luggage during the tour. TATRAWELL recommends its Clients to secure the relevant insurance with their local tour operator before their departure from their country.
TATRAWELL shall not be responsible for clients’ accident or injury caused by the clients’ negligence and unsafe or bad behaviour.
6. Personal Data Protection
TATRAWELL might save the basic personal information about the Client in its database and might use them for marketing purposes. TATRAWELL shall save these data in accordance with the Personal Data Protection Act (the Act No. 428/2002 of the Legal Code) and agrees not to provide these data to any third party except in cases specified by the law. The Client is entitled to request from TATRAWELL information on the personal data saved by TATRAWELL about the Client and ask for their deletion or change if they are not correct.
7. Changes in Terms and Conditions and the Contract Termination
TATRAWELL is obliged to inform the Client without any delay about the changes concerning the terms and conditions in this Catalogue at least 20 days before you travel.
If the change includes the change in the price within 21 days before you travel (e.g. as a result of the changes in transport, in fees included in the tour price, hotel accommodation etc.) the Client may withdraw from the contract within three days from the relevant change notification. TATRAWELL shall lose its title to adjust the prices if it fails to inform the Client about the relevant changes on time.
If the Client withdraws from this Contract on grounds which are not attributable to TATRAWELL, then the Client shall pay the cancellation fee in the amount of:
Cancellation fee for non group passangers (group up to 9 people)
11-21 days before arrival 0%
10 days before arrival 30%
3-10 days before arrival 50%
2 days before arrival 80%
1 day before arrival 90%
On the day of arrvial 100%
Cancellation fee for groups (group more than 9 people)
• 30 days before arrival 10 %
• 30 to 15 days before arrival 50 %
• less than 15 days before arrival 100 %
10 % of the total group booking can be cancelled without any charges
TATRAWELL may withdraw from this Contract on the following grounds:
- which cannot be influenced by the company, such as natural disasters, wars and other similar conflicts etc.
- if the client books a tour, which does not have enough participants 7 days before the tour start.
If TATRAWELL withdraws from the Contract TATRAWELL agrees to pay to the Client the full price of the tour within 15 days from the date of withdrawal from the Contract, or to offer to the Client for the same price an adequate alternative tour which is similar to the cancelled tour.
The paid sum shall be refunded to the Client in the same way as it was paid by the Client to the Company. The Client is not entitled to any interest rate on the refunded sum.
8. Closing Provisions
These general conditions of the contract of TATRAWELL are valid for clients on all tours carried out after 26 February 2007 and are a part of the Tour Contract, unless changed or agreed by TATRAWELL in writing.
By ordering the tour the Client confirms that these general conditions are known to the Client, that the Client understands them and agrees with them, and consequently also accepts them.
An integral part of these general conditions of the contract is also the information updated by TATRAWELL on its web site concerning
• the date of start and end of the tour, its price including the schedule of payments and the amount of the advance payment,
• destination and the place of stay,
• type of accommodation, its location, category, the level of facilities and its main features,
• number of meals and the form of their provision,
• programme and location, scope and quality of other services which are included in the particular tour.
All relations between TATRAWELL and the Client which are not regulated by this Contract and the relevant conditions shall be governed by the legal regulations valid on the territory of the Slovak Republic.
Eventual disputes are subject to the courts with the jurisdiction over the seat of TATRAWELL.
Updated in Mokry Haj on February 26 2007