Terms of validity of a «Trip cancellation warranty»

Terms of validity of a «Trip cancellation warranty»

 

The service «Trip cancellation warranty » allows customers of a tour product (travel to Greece) and (or) selected services provided in the territory of the Hellenic Republic, in case of forced refusal from a tour product and (or) selected services, according to below mentioned terms, to receive a refund of cost of a tour product and (or) selected services, including actual expenses incurred by LLC Mouzenidis Travel (hereinafter referred to as the Tour Operator), if applicable.

 

Terms

Tourist is a person visiting a country (place) of temporary stay in whose interests a tourist product and (or) selected services are booked;

Customer is a Tourist or another person ordering a Tourist Product and (or) selected services on behalf of the Tourist, including the legal representative of an under-age tourist;

Tourist product is a set of services for transportation (in both directions) and accommodation provided by the Tour Operator under a tourist product sale agreement.

 

1. Conditions of a forced cancellation of a tourist product and (or) selected services:

1.1. The inability of a Customer or another Tourist to travel due to non-receipt or untimely receipt of an entry visa (subject to the requirements for documents published on the official website of the Tour Operator (https://www.mouzenidis.com/en-us), including their authenticity, submitting to a consulate, the deadlines for submitting them to a consulate, as well as the lack of previously received visa denials to the Schengen countries).

1.2. The inability of a Customer or another Tourist to travel due to a sudden health disorder (subject to hospitalization (hospital service*) on the dates of the trip, and also provided that the sudden health disorder is not an exacerbation of a chronic disease)** or the death of a Customer or other Tourist.

1.3. Inability of a Customer or any other Tourist to make a trip due to death, sudden health disorder (subject to hospitalization, and also provided that the sudden health disorder is not an exacerbation of a chronic disease)** of a close relative of a Customer or another Tourist. Close relatives are considered to be father and mother, spouse, children (including adopted ones), as well as sisters and brothers.

1.4. Participation of a Customer or other Tourist in a trial of a criminal case assigned on dates of the trip.

1.5. If the circumstances of a forced cancellation of a tourist product and (or) selected services specified in par. 1.1.-1.4. of these Terms, occurred for one of the Tourists – participants of the trip (provided that he/she is not a relative of the other Tourist (participant of the trip) and the number of Tourists (participants of the trip) is more than two people), then payments shall be made based on the actual cost of a tourist product and (or) selected services only for this Tourist. For other tourists (participants of the trip):

  • refund of the cost of a tour product and (or) selected services in full (if actual costs incurred by the Tour Operator) is not carried out;
  • tourist product sale agreement is amended accordingly.

1.6. The inability of a Customer or another Tourist to travel due to the existence of a threat to his life and health in the country of temporary stay, associated with the increasing incidence of new coronavirus infection (COVID-19).

 

2. Order of application, deadline for submitting documents and application processing of a Customer of the tour product and (or) selected services

2.1. Subject to occurrence of circumstances of the forced refusal of the tour product and (or) selected services, a Customer of the tour product and (or) selected services is obliged to notify the Tour Operator in writing of the occurrence of the specified circumstance in the shortest possible time, but no later than 24 hours after the occurrence of these circumstances.

2.2. The Customer is obliged to provide the Tour Operator with documents corresponding to the requirements of the legislation of the country he is fromf, issued by the competent authorities and/or medical institutions, confirming occurrence of circumstances of the forced refusal of the tour product and (or) selected services no later than the start date of the trip. If a Customer does not have the opportunity to provide the original documents confirming the circumstances of the forced refusal of the tour product and (or) selected services, a Customer has the right to send the Tour Operator scanned copies of these documents with the subsequent obligatory provision of the original ones within 10 (ten) days from the date of delivery of the scanned copies.

2.3. The application for a full refund should include: the date of writing the application, the number and date of a tourist product sale agreement, the circumstances of the forced refusal of the tourist product and (or) selected services, a list of the attached documents, the signature of the applicant.

2.4. In case of untimely notification of the Tour Operator, the latter shall refund the cost of the tour product and (or) selected services with deduction of the expenses actually incurred, if any.

2.5. Theapplication processing period by the Tour Operator of a Customer’s application is 10 (ten) days from the date a Customer provided the original documents confirming occurrence of the forced refusal of the tour product and (or) selected services. Based on the results of processing of a Customer’s application, the Tour Operator refunds the full cost of the tour product and (or) selected services, or sends to a Customer a substantiated refusal to refund the money in full, after which it refunds the cost of the tour product and (or) selected services with deduction of the expenses actually incurred if any.

3. Payments under a Trip cancellation warranty are not made:

3.1. in case of refusal to issue a visa due to doubts of the consulate in the purposes and conditions of a Tourist's trip

3.2. in case of refusal by the consulate to issue a visa as a result of violations of the laws of the Schengen countries committed by a Customer or another Tourist, or one or more member states of the Schengen agreement suspected that the Tourist poses a threat to public order, internal security or public health

3.3. in case of refusal by the consulate to issue a visa if, in the opinion of the consulate, a Customer or other Tourist has provided false information in the documents submitted for obtaining a visa

3.4. in case of refusal by the consulate to issue a visa, if a Customer or another Tourist himself/herself has applied for a visa cancellation

3.5. in case of non-receipt or untimely receipt of an entry visa by a Customer or another Tourist, if the visa application was not included in the list of services provided to a Tourist by the Tour Operator

3.6. in the event that a Customer does not have documents confirming the occurrence of events specified in par. 1 issued by the relevant competent authorities and/or medical institutions.

 

4. Additional terms of validity of a Trip cancellation warranty

4.1. The trip cancellation warranty is documented by a Customer or another Tourist at least 10 (ten) calendar days before the start date of the trip.

4.2. All payments under a trip cancellation warranty shall be based on the calculation of the funds received on the account of the Tour Operator but may not exceed 5000 (five thousand) euros at the internal rate set by the Tour Operator. The cost of the services provided by the Tour Operator to a Customer or any other Tourist is non-refundable ***.

4.3. In case that in the tour package are included air tickets that are purchased via reservations system such as GDS, Amadeus and others, the cost for the specific air tickets is not refunded.

4.4. In the case that a Customer or another Tourist has entered into an insurance contract for expenses incurred as a result of a trip abroad cancellation or changing the duration of a stay abroad, the service «Trip cancellation warranty » is not provided.

4.5. The service «Trip cancellation warranty » is provided if a tour product and (or) selected services are rendered in the territory of the Hellenic Republic.

 

* day hospital is not a hospitalization

** a concept of sudden health disorder does not apply to cases associated with exacerbations of chronic diseases, as well as cases associated with any change in health during pregnancy, regardless of its duration.

*** in case the visa application service provided by the Tour Operator was provided, the Consular fee, the Service fee, as well as the cost of all related services will not be returned.