Introduction
Please read these terms and conditions carefully before making your booking. By making a booking with us, you agree to be legally bound by these terms and conditions as they may be modified and posted on our web site from time to time.
By making a booking with us, you confirm that you are 18 years old or over. You also confirm that all details you provide to us for the purpose of purchasing the Service from our company will be correct. You are fully responsible for any consequences resulting from your details being provided incorrectly. SC EU&RO SRL (referred to in the agreement as 'we', 'us' or 'our') may alter these terms and conditions from time to time and post the new version on our website, following which all use of our website will be governed by the new version. The terms governing the purchase and use of any Service will be the terms in place at the time of your order. Failure by either party to exercise any right or remedy under this agreement does not constitute a waiver of that right or remedy. We have used our best efforts to ensure that this agreement fully complies with the laws of Romania. However, we cannot confirm that this agreement is appropriate or available for use in locations outside of Romania. If any provision or term of these terms and conditions shall become or be declared illegal, invalid or unenforceable for any reason whatsoever, such term or provision shall be deleted but the remaining provisions shall continue with full effect. This contract has been drafted both in Romanian and English. Should there be any provisions debatable, the Romanian version of the Travel contract is to be considered the guiding principle. Unless stated otherwise in this contract, should there be any inconsistency between this contract and any other terms and conditions on our web page or documents, this contract is to be considered valid. For any possible debates or questions not covered by this contract, the laws of Romania shall have effect. These terms and conditions, together with the privacy policy, any order form and payment method instructions, if any, replace all other terms and conditions previously applicable to the use of our website and/or sale of the Service.
Contracting Parties
These booking conditions cover all bookings made through our website, including bookings made directly through our distributors or agents. The travel contract is established between the Client and EU&RO SRL. The contract is effective from the time the confirmation of the booking is sent to you. We may transfer or subcontract any or all of our rights and obligations under these terms and conditions at any time. Our Services are provided to you for private domestic use only. The contract between you and our company is a consumer contract. Accordingly, we do not accept any liability for any business loss caused by the unsatisfactory fulfilment of your Service order. If you are booking via a Travel Agent, please note that you do not have a valid contract with us until full payment and all data necessary for the successful fulfilment of your order has been received. In case the booking was not made by the Client but another person, or the booking is for more than one Client, we assume that all Clients agree to provide their personal details to us and make a statement to accept all terms and conditions in this contract. We promise that all Services you purchase from our web site will be performed with reasonable skill and care and, as far as reasonably possible, in accordance with our agreement. We will do our best to ensure that all materials and information published on our web site are accurate, but regrettably errors do occur, and we reserve the right to rectify such errors before your booking is confirmed.
Our Services
Regular/Shared Tours:
These tours run on a regular basis as indicated in their description. Depending on the number of requests we have, regular/shared tours are operated with cars/minibuses or coaches. When booking a regular tour you acknowledge the fact that you will have your own seat/s and will be travelling together with other tourists. The departure point is Bucuresti, 4 Benjamin Franklin. Our tours are organized in the days and within the opening hours of the visited sites (castles, palaces, monuments, museums, etc) and we do our best to ensure that they will be open for visitors at the moment you arrive, but we are not responsible in case these sites are closed for visitors due to unforeseen reasons and without prior notice while the tour is taking place. Our tours' prices include the entrance fees at the visited sites and the lunch price
Ordering
Our services can be ordered in 2 ways:
Online booking You can order our services through our website with a valid credit or debit card. To make a booking, please choose the desired service (date, destination, type, number of travelers) and follow the instructions on our webpage. After you have given all the data necessary for the service booking and the payment and confirmed your order, you will be sent an automatic confirmation e-mail to the e-mail address given. Please read this carefully, as it contains important information about your booked services. If you did not receive your confirmation message, please check your spam or junk or bulk folders of your email and if you still do not have it please call us. We can only accept online bookings minimum 2 days prior to departure time. In order to be provided a quality service, clients are required to give us their mobile phone and e-mail contact. Should you fail to provide us a mobile number and an e-mail address we can contact you at, we do not take any responsibility for notifying you about possible changes. We will not be liable for any losses and expenses you may have, should you fail to notify us about your confirmation not having been received. Only clients with valid bank or credit cards can make reservations through our webpage. We accept payments with Visa, American Express, Mastercard for which we do not bill administrative fees. The online payment services are provided by ING PayWeb. Thus we can offer our clients a fast and reliable method for online reservation and payments.
Online payment has 2 steps:
1. Provide personal information This information is necessary in order to process the reservation. We are using an encrypted connection. Personal data are not transferred to any third party, neither by EU&RO or ING WebPay. Please be very careful in filling in the data and introducing the persons and addresses for confirmation and invoicing. The confirmation will be sent via email. The email address is very important! An incorrect email address will slow down the process of reservation. Moreover, EU&RO and ING WebPay will be unable to contact and to inform you about the status of your reservation.
2. Provide details of the credit card If you chose the option "Payment by debit/credit card" it is necessary to fill in the form with details of your card. For payments with Visa (Visa/Visa Electron) and MasterCard (Mastercard/Maestro) we are using "3-D Secure" system developed by these organizations which assure a high level of security for online transactions. "3-D Secure" assures the fact that no information about your card is transferred or hosted, at any time, on our servers and the information is only transmitted in Visa and MasterCard systems. Moreover, "3-D Secure" is an identity authentication system. The authentication process is based on the security code known only by the holder and take place only on Visa and MasterCard servers. "3-D Secure" permits online shopping with any Visa and MasterCard, including debit cards, electronic cards (Visa Electron and Maestro). Even the virtual cards issued by these organizations are accepted. Should you attempt booking with a credit card that has insufficient funds, is expired or you are not the owner of the card, you will be liable for all charges and consequences of doing so.
Offline booking (telephone or email)
You can make reservations through our call center at the phone number +40 740 313 130, on workdays, between 9-17 local time or via e-mail, giving the following data:
• the requested tour
• the date when you prefer to do the tour
• the hotel you stay at (or other address) in Bucharest
• name and address to be written on the invoice
• the email address
• the telephone number
• the lunch menu you choose, you can choose between three menus: Romanian traditional, vegetarian, chicken menu.
In this case we can only accept bookings minimum 2 days prior to departure depending on the availability. In case of telephone or email booking, you can choose to pay for the services directly to our driver/guide (cash only) or by bank transfer to.
After processing your enquiry we will send you an email confirmation. Please read this carefully, as it contains important information about your booked services. If you did not receive your confirmation message, please check your spam or junk or bulk folders of your email and if you still don't have it please call us.
Order confirmation
For successful bookings, our company sends you a confirmation e-mail. Please read this carefully, as it contains important information about your booked services. If you did not receive your confirmation message, please check your spam or junk or bulk folders of your email and if you still don't have it please call us.
We do our best to ensure that every passenger will get their confirmation in time. This confirmation will contain:
• reference number
• the confirmed tour
• the date of the tour
• the time the tour starts
• full name and mobile telephone of the leading passenger
• number of travelers
• amount paid or to be paid
• emergency phone numbers
• problem-solving advice for frequent occurrences.
We will not be liable for any services that failed to be fulfilled because the Clients did not use the information included to solve their problem, whatever the cause.
Passenger's responsibilities during the time of travel
If your travel plans change or cancel, please notify us as soon as you can! If you cannot board our vehicles at the time and place stated on the confirmation, please call us. If you are at the pick-up point at the time agreed and cannot find our driver/vehicle, or you cannot find the meeting point, please contact us as soon as possible on the emergency line (the phone numbers are in the confirmation)! We will not be liable for any services that failed to be fulfilled because the Clients did not use the information or the suggested problem solving methods on their confirmation. Please notice that smoking is forbidden at the board of our vehicles.
Transfer cancellation, variation on our initiative
We reserve the right to refuse any order placed by you. In the event that we have to cancel your booking we will send an email to advise you at least 24 hours before your travel. An alternative may be offered. If the Service had to be cancelled or modified because of force major events (circumstances unforeseeable or beyond our control), we will do our best to notify you as soon as we can. However, in such cases, we cannot take responsibility for any losses you may suffer. If our company cannot provide you with the service you ordered due to the fault of our employees or suppliers, we will refund to you the price paid for the ordered service. In this case our liability will be limited to the price of the booked Service. About modifications we will contact our clients at least 3 hour before departure, on the mobile phone number they gave us.
Cancellation on the Passenger's initiative
Variation of your booking
If your booking details change, you can amend your booking up to 3 workdays prior to your departure. All requests for variation should be sent to our e-mail address. We will do our best to provide you an alternative service for your changed booking details, but we cannot guarantee that all variation requests will be accepted.
Cancellation
After the confirmation, any cancellation will be charged with a cancellation fee of 30% of the whole amount paid. Moreover, any cancellation made within the last 3 working days will be charged with a cancellation fee of 100% of the whole amount paid. In order to cancel your booking please send us an email. If you do not get a confirmation of your cancellation by email please call us. We are not responsible if your email message did not reach us.
Reservations can also be canceled by Castlestours.ro with return of money.
Prices
For all bookings, clients have to pay the prices enlisted on our website at the time of their booking. Should these prices change between the date of booking and the travel date in any way, this price difference has no influence on the valid bookings whatsoever, and also serves no ground for any claim.
Children as our passengers
Children under 14 years must be accompanied by an adult. We do not offer child tickets for our services. Children under 3 years of age do not require a ticket of their own if they travel in the attending adult's lap (only one child per adult.) For children 3 years and above a full-price ticket has to be purchased as they occupy a seat. Our company can provide child seats for free. If you demand a child seat, please contact us to inquire. If parents choose to use a car seat, we recommend they take their own to ensure safety standards. If clients choose to use or take a child seat, then the child must be included in the total number of passengers travelling regardless of their age, as a seat in the vehicle will be required. A full-price ticket must be purchased for the child. We do not charge our clients for the transportation of the perambulators and carrying baskets of the children on the passenger list. Please inform us at the time of booking if you wish to travel with access baggage including, but not limited to, perambulators, carrying baskets or other oversized items. This is to ensure that the vehicles can accommodate you. Should you fail to notify us at the time of booking, you will be liable for any additional costs incurred in the carriage of such items.
Passengers challenged with physical disability
We do not charge our clients for the transportation of the appliances (e.g. wheelchairs) necessary for our disabled passengers. Please inform us at the time of booking if you wish to travel with access baggage. This is to ensure that the Suppliers vehicles can accommodate you. Should you fail to notify us at the time of booking, you will be liable for any additional costs incurred in the carriage of such items. If you wish to travel with your seeing-eye dog or any similar helping animal, please contact our customer service.
Behavior
We reserve the right to refuse carriage to any person (both before and throughout the tours) who:
• is thought to be under the influence of alcohol or drugs
• has an infectious disease
• attempts to smoke or consume alcohol in the vehicle
• does or most probably would pollute the vehicle with his/her clothing or baggage
• whose behavior is disruptive in any way and/or affects the passengers' safety or that of the driver of the vehicle
• acts in any way that is prohibited by the laws in Romania.
If we have to refuse to provide you the booked service for any of the reasons above, we do not accept liability for any extra costs incurred by you/or your party as a result of our doing so.
Luggage
Our service fee includes the transportation of one piece of hand baggage per person. If you would like to travel with baggage that exceeds this limitation in size and/or quantity, please inform us at the time of booking. Should you fail to do so, we cannot guarantee your luggage will be transported, as the capacities of our vehicles are limited. If you would like to travel with luggage of extra size or shape, (e.g. certain sports devices and musical instruments) please contact our customer service right after booking to ensure that a suitable vehicle will be provided. We do not charge our clients for the transportation of the perambulators and carrying baskets of the children on the passenger list; or wheelchairs and similar devices of our passengers. Please inform us at the time of booking if you wish to travel with access baggage including, but not limited to, perambulators, wheelchairs or other oversized items. This is to ensure that the vehicles can accommodate you. Should you fail to notify us at the time of booking, you will be liable for any additional costs incurred in the carriage of such items. We do not transfer animals in our vehicles (except seeing-eye dogs and similar helping animals. If you would like to travel with your helping animal, please inform us at the time of your booking). We do not accept responsibility for any damage or loss in your luggage. We can only store items left in our vehicles for 2 weeks. If you would like us to take your items to your address, please note that you will be charged the cost of the ride.
If you have a complaint
If you would like to complain about a problem you encountered with the service provided, please inform us by sending an e-mail. Please attach your booking confirmation code to your letter to help us identify your order. We will endeavor to investigate the matter and notify you about our decision. Please note that any complaints must be received in writing to our email address within 28 days of the return booking date. Failure to notify us of your complaint within 28 days does largely affect our ability to investigate the matter complained of, and therefore we cannot accept complaints for services later than 28 days. If your claim for reimbursement is accepted as rightful, the reimbursement of the amount paid will be transferred to your account within 30 days from the receipt of your necessary bank details. Please note that our liability for services unfulfilled is limited to the fee paid under the given order code! If the service delivered by us is not what you ordered or is not performed with reasonable skill and care due to the fault of our employees, agents or suppliers, we will refund to you the price paid for the ordered service. We will not be responsible for any claim arising as a result of any event or circumstance that we or the supplier(s) of the service in question could not have predicted or prevented. This may include (but is not limited to) an occurrence of force major. We cannot accept any responsibility for delays reasonable or unavoidable, caused by the nature of our services (e.g. traffic conditions).
Data protection
In order to process your booking we need to collect certain personal details from you. These will include, where applicable, the names, addresses and telephone numbers of Passengers, credit/debit card or other payment details and special requirements such as those relating to any disability or medical condition which may affect the chosen booking. In order to process your order we may share your information with our suppliers or other involved third party. We will provide only the personally identifiable information necessary to ensure the successful fulfilment of your travel arrangements.
Where you provide us with personal details relating to any special requirements and/or details of any illnesses, disabilities, you consent to this information being passed onto any organization or companies responsible for any part of your travel arrangements. We will not pass any information on to any company and/or organization not responsible for providing any part of your travel arrangements. The information may also be provided to the authorities as required by law. If you make a successful booking with us, we are entitled to assume you do not object to our doing any of the things mentioned above, even without notifying you in advance; unless you tell us otherwise in writing.
Contact
If you would like to modify or cancel your booking, if you have a complaint or you have questions regarding transfer issues, please send us an e-mail. Please give us your booking data in order to make it easier for us to identify your booking and thus be able to send a reply earlier!
Please read these terms and conditions carefully before making your booking. By making a booking with us, you agree to be legally bound by these terms and conditions as they may be modified and posted on our web site from time to time.
By making a booking with us, you confirm that you are 18 years old or over. You also confirm that all details you provide to us for the purpose of purchasing the Service from our company will be correct. You are fully responsible for any consequences resulting from your details being provided incorrectly. SC EU&RO SRL (referred to in the agreement as 'we', 'us' or 'our') may alter these terms and conditions from time to time and post the new version on our website, following which all use of our website will be governed by the new version. The terms governing the purchase and use of any Service will be the terms in place at the time of your order. Failure by either party to exercise any right or remedy under this agreement does not constitute a waiver of that right or remedy. We have used our best efforts to ensure that this agreement fully complies with the laws of Romania. However, we cannot confirm that this agreement is appropriate or available for use in locations outside of Romania. If any provision or term of these terms and conditions shall become or be declared illegal, invalid or unenforceable for any reason whatsoever, such term or provision shall be deleted but the remaining provisions shall continue with full effect. This contract has been drafted both in Romanian and English. Should there be any provisions debatable, the Romanian version of the Travel contract is to be considered the guiding principle. Unless stated otherwise in this contract, should there be any inconsistency between this contract and any other terms and conditions on our web page or documents, this contract is to be considered valid. For any possible debates or questions not covered by this contract, the laws of Romania shall have effect. These terms and conditions, together with the privacy policy, any order form and payment method instructions, if any, replace all other terms and conditions previously applicable to the use of our website and/or sale of the Service.
Contracting Parties
These booking conditions cover all bookings made through our website, including bookings made directly through our distributors or agents. The travel contract is established between the Client and EU&RO SRL. The contract is effective from the time the confirmation of the booking is sent to you. We may transfer or subcontract any or all of our rights and obligations under these terms and conditions at any time. Our Services are provided to you for private domestic use only. The contract between you and our company is a consumer contract. Accordingly, we do not accept any liability for any business loss caused by the unsatisfactory fulfilment of your Service order. If you are booking via a Travel Agent, please note that you do not have a valid contract with us until full payment and all data necessary for the successful fulfilment of your order has been received. In case the booking was not made by the Client but another person, or the booking is for more than one Client, we assume that all Clients agree to provide their personal details to us and make a statement to accept all terms and conditions in this contract. We promise that all Services you purchase from our web site will be performed with reasonable skill and care and, as far as reasonably possible, in accordance with our agreement. We will do our best to ensure that all materials and information published on our web site are accurate, but regrettably errors do occur, and we reserve the right to rectify such errors before your booking is confirmed.
Our Services
Regular/Shared Tours:
These tours run on a regular basis as indicated in their description. Depending on the number of requests we have, regular/shared tours are operated with cars/minibuses or coaches. When booking a regular tour you acknowledge the fact that you will have your own seat/s and will be travelling together with other tourists. The departure point is Bucuresti, 4 Benjamin Franklin. Our tours are organized in the days and within the opening hours of the visited sites (castles, palaces, monuments, museums, etc) and we do our best to ensure that they will be open for visitors at the moment you arrive, but we are not responsible in case these sites are closed for visitors due to unforeseen reasons and without prior notice while the tour is taking place. Our tours' prices include the entrance fees at the visited sites and the lunch price
Ordering
Our services can be ordered in 2 ways:
Online booking You can order our services through our website with a valid credit or debit card. To make a booking, please choose the desired service (date, destination, type, number of travelers) and follow the instructions on our webpage. After you have given all the data necessary for the service booking and the payment and confirmed your order, you will be sent an automatic confirmation e-mail to the e-mail address given. Please read this carefully, as it contains important information about your booked services. If you did not receive your confirmation message, please check your spam or junk or bulk folders of your email and if you still do not have it please call us. We can only accept online bookings minimum 2 days prior to departure time. In order to be provided a quality service, clients are required to give us their mobile phone and e-mail contact. Should you fail to provide us a mobile number and an e-mail address we can contact you at, we do not take any responsibility for notifying you about possible changes. We will not be liable for any losses and expenses you may have, should you fail to notify us about your confirmation not having been received. Only clients with valid bank or credit cards can make reservations through our webpage. We accept payments with Visa, American Express, Mastercard for which we do not bill administrative fees. The online payment services are provided by ING PayWeb. Thus we can offer our clients a fast and reliable method for online reservation and payments.
Online payment has 2 steps:
1. Provide personal information This information is necessary in order to process the reservation. We are using an encrypted connection. Personal data are not transferred to any third party, neither by EU&RO or ING WebPay. Please be very careful in filling in the data and introducing the persons and addresses for confirmation and invoicing. The confirmation will be sent via email. The email address is very important! An incorrect email address will slow down the process of reservation. Moreover, EU&RO and ING WebPay will be unable to contact and to inform you about the status of your reservation.
2. Provide details of the credit card If you chose the option "Payment by debit/credit card" it is necessary to fill in the form with details of your card. For payments with Visa (Visa/Visa Electron) and MasterCard (Mastercard/Maestro) we are using "3-D Secure" system developed by these organizations which assure a high level of security for online transactions. "3-D Secure" assures the fact that no information about your card is transferred or hosted, at any time, on our servers and the information is only transmitted in Visa and MasterCard systems. Moreover, "3-D Secure" is an identity authentication system. The authentication process is based on the security code known only by the holder and take place only on Visa and MasterCard servers. "3-D Secure" permits online shopping with any Visa and MasterCard, including debit cards, electronic cards (Visa Electron and Maestro). Even the virtual cards issued by these organizations are accepted. Should you attempt booking with a credit card that has insufficient funds, is expired or you are not the owner of the card, you will be liable for all charges and consequences of doing so.
Offline booking (telephone or email)
You can make reservations through our call center at the phone number +40 740 313 130, on workdays, between 9-17 local time or via e-mail, giving the following data:
• the requested tour
• the date when you prefer to do the tour
• the hotel you stay at (or other address) in Bucharest
• name and address to be written on the invoice
• the email address
• the telephone number
• the lunch menu you choose, you can choose between three menus: Romanian traditional, vegetarian, chicken menu.
In this case we can only accept bookings minimum 2 days prior to departure depending on the availability. In case of telephone or email booking, you can choose to pay for the services directly to our driver/guide (cash only) or by bank transfer to.
After processing your enquiry we will send you an email confirmation. Please read this carefully, as it contains important information about your booked services. If you did not receive your confirmation message, please check your spam or junk or bulk folders of your email and if you still don't have it please call us.
Order confirmation
For successful bookings, our company sends you a confirmation e-mail. Please read this carefully, as it contains important information about your booked services. If you did not receive your confirmation message, please check your spam or junk or bulk folders of your email and if you still don't have it please call us.
We do our best to ensure that every passenger will get their confirmation in time. This confirmation will contain:
• reference number
• the confirmed tour
• the date of the tour
• the time the tour starts
• full name and mobile telephone of the leading passenger
• number of travelers
• amount paid or to be paid
• emergency phone numbers
• problem-solving advice for frequent occurrences.
We will not be liable for any services that failed to be fulfilled because the Clients did not use the information included to solve their problem, whatever the cause.
Passenger's responsibilities during the time of travel
If your travel plans change or cancel, please notify us as soon as you can! If you cannot board our vehicles at the time and place stated on the confirmation, please call us. If you are at the pick-up point at the time agreed and cannot find our driver/vehicle, or you cannot find the meeting point, please contact us as soon as possible on the emergency line (the phone numbers are in the confirmation)! We will not be liable for any services that failed to be fulfilled because the Clients did not use the information or the suggested problem solving methods on their confirmation. Please notice that smoking is forbidden at the board of our vehicles.
Transfer cancellation, variation on our initiative
We reserve the right to refuse any order placed by you. In the event that we have to cancel your booking we will send an email to advise you at least 24 hours before your travel. An alternative may be offered. If the Service had to be cancelled or modified because of force major events (circumstances unforeseeable or beyond our control), we will do our best to notify you as soon as we can. However, in such cases, we cannot take responsibility for any losses you may suffer. If our company cannot provide you with the service you ordered due to the fault of our employees or suppliers, we will refund to you the price paid for the ordered service. In this case our liability will be limited to the price of the booked Service. About modifications we will contact our clients at least 3 hour before departure, on the mobile phone number they gave us.
Cancellation on the Passenger's initiative
Variation of your booking
If your booking details change, you can amend your booking up to 3 workdays prior to your departure. All requests for variation should be sent to our e-mail address. We will do our best to provide you an alternative service for your changed booking details, but we cannot guarantee that all variation requests will be accepted.
Cancellation
After the confirmation, any cancellation will be charged with a cancellation fee of 30% of the whole amount paid. Moreover, any cancellation made within the last 3 working days will be charged with a cancellation fee of 100% of the whole amount paid. In order to cancel your booking please send us an email. If you do not get a confirmation of your cancellation by email please call us. We are not responsible if your email message did not reach us.
Reservations can also be canceled by Castlestours.ro with return of money.
Prices
For all bookings, clients have to pay the prices enlisted on our website at the time of their booking. Should these prices change between the date of booking and the travel date in any way, this price difference has no influence on the valid bookings whatsoever, and also serves no ground for any claim.
Children as our passengers
Children under 14 years must be accompanied by an adult. We do not offer child tickets for our services. Children under 3 years of age do not require a ticket of their own if they travel in the attending adult's lap (only one child per adult.) For children 3 years and above a full-price ticket has to be purchased as they occupy a seat. Our company can provide child seats for free. If you demand a child seat, please contact us to inquire. If parents choose to use a car seat, we recommend they take their own to ensure safety standards. If clients choose to use or take a child seat, then the child must be included in the total number of passengers travelling regardless of their age, as a seat in the vehicle will be required. A full-price ticket must be purchased for the child. We do not charge our clients for the transportation of the perambulators and carrying baskets of the children on the passenger list. Please inform us at the time of booking if you wish to travel with access baggage including, but not limited to, perambulators, carrying baskets or other oversized items. This is to ensure that the vehicles can accommodate you. Should you fail to notify us at the time of booking, you will be liable for any additional costs incurred in the carriage of such items.
Passengers challenged with physical disability
We do not charge our clients for the transportation of the appliances (e.g. wheelchairs) necessary for our disabled passengers. Please inform us at the time of booking if you wish to travel with access baggage. This is to ensure that the Suppliers vehicles can accommodate you. Should you fail to notify us at the time of booking, you will be liable for any additional costs incurred in the carriage of such items. If you wish to travel with your seeing-eye dog or any similar helping animal, please contact our customer service.
Behavior
We reserve the right to refuse carriage to any person (both before and throughout the tours) who:
• is thought to be under the influence of alcohol or drugs
• has an infectious disease
• attempts to smoke or consume alcohol in the vehicle
• does or most probably would pollute the vehicle with his/her clothing or baggage
• whose behavior is disruptive in any way and/or affects the passengers' safety or that of the driver of the vehicle
• acts in any way that is prohibited by the laws in Romania.
If we have to refuse to provide you the booked service for any of the reasons above, we do not accept liability for any extra costs incurred by you/or your party as a result of our doing so.
Luggage
Our service fee includes the transportation of one piece of hand baggage per person. If you would like to travel with baggage that exceeds this limitation in size and/or quantity, please inform us at the time of booking. Should you fail to do so, we cannot guarantee your luggage will be transported, as the capacities of our vehicles are limited. If you would like to travel with luggage of extra size or shape, (e.g. certain sports devices and musical instruments) please contact our customer service right after booking to ensure that a suitable vehicle will be provided. We do not charge our clients for the transportation of the perambulators and carrying baskets of the children on the passenger list; or wheelchairs and similar devices of our passengers. Please inform us at the time of booking if you wish to travel with access baggage including, but not limited to, perambulators, wheelchairs or other oversized items. This is to ensure that the vehicles can accommodate you. Should you fail to notify us at the time of booking, you will be liable for any additional costs incurred in the carriage of such items. We do not transfer animals in our vehicles (except seeing-eye dogs and similar helping animals. If you would like to travel with your helping animal, please inform us at the time of your booking). We do not accept responsibility for any damage or loss in your luggage. We can only store items left in our vehicles for 2 weeks. If you would like us to take your items to your address, please note that you will be charged the cost of the ride.
If you have a complaint
If you would like to complain about a problem you encountered with the service provided, please inform us by sending an e-mail. Please attach your booking confirmation code to your letter to help us identify your order. We will endeavor to investigate the matter and notify you about our decision. Please note that any complaints must be received in writing to our email address within 28 days of the return booking date. Failure to notify us of your complaint within 28 days does largely affect our ability to investigate the matter complained of, and therefore we cannot accept complaints for services later than 28 days. If your claim for reimbursement is accepted as rightful, the reimbursement of the amount paid will be transferred to your account within 30 days from the receipt of your necessary bank details. Please note that our liability for services unfulfilled is limited to the fee paid under the given order code! If the service delivered by us is not what you ordered or is not performed with reasonable skill and care due to the fault of our employees, agents or suppliers, we will refund to you the price paid for the ordered service. We will not be responsible for any claim arising as a result of any event or circumstance that we or the supplier(s) of the service in question could not have predicted or prevented. This may include (but is not limited to) an occurrence of force major. We cannot accept any responsibility for delays reasonable or unavoidable, caused by the nature of our services (e.g. traffic conditions).
Data protection
In order to process your booking we need to collect certain personal details from you. These will include, where applicable, the names, addresses and telephone numbers of Passengers, credit/debit card or other payment details and special requirements such as those relating to any disability or medical condition which may affect the chosen booking. In order to process your order we may share your information with our suppliers or other involved third party. We will provide only the personally identifiable information necessary to ensure the successful fulfilment of your travel arrangements.
Where you provide us with personal details relating to any special requirements and/or details of any illnesses, disabilities, you consent to this information being passed onto any organization or companies responsible for any part of your travel arrangements. We will not pass any information on to any company and/or organization not responsible for providing any part of your travel arrangements. The information may also be provided to the authorities as required by law. If you make a successful booking with us, we are entitled to assume you do not object to our doing any of the things mentioned above, even without notifying you in advance; unless you tell us otherwise in writing.
Contact
If you would like to modify or cancel your booking, if you have a complaint or you have questions regarding transfer issues, please send us an e-mail. Please give us your booking data in order to make it easier for us to identify your booking and thus be able to send a reply earlier!
