Terms and conditions
1. Trip proposal
Our experts are here to work with you and propose the trip itinerary that we believe best fits your needs. The more information we have about what you prefer and the more feedback we have from you regarding our suggestions, the better the outcome. We are available to discuss in any way you prefer (chat, email, phone call, video call) in order to plan the best possible trip within the budget you wish to allocate.
To be able to offer unbiased and unfiltered advice for as long as required to plan the perfect trip for you, we typically ask for a planning fee starting from €350, depending on the complexity of the trip. This fee is part of the total trip cost and will count as a first down payment (it is not an additional fee); the planning fee is non-refundable in case you decide not to book with us.
Our proposals include services with dynamic pricing, meaning that rates fluctuate based on season, demand and other factors (e.g., air tickets, hotel rooms, car rentals, seasonal services). For this reason, our price quotes are valid for 48 hours from the time of the proposal; after this time period, the trip may have to be re-quoted based on current rates.
Our proposals are based on our local knowledge and expertise and on current information, availabilities and rates at the time of the proposal. We cannot make reservations until you have confirmed your intention to book the trip by paying a deposit. Therefore, in case a service we proposed (e.g., hotel room) is no longer available once you decide to book the trip, we will do our best to suggest an alternative of similar characteristics and may have to adjust the total price accordingly.
2. Booking and confirmation
To book a trip you need to make a deposit payment of 30% of the total trip cost (or the mutually agreed amount in case the trip’s special characteristics require so) and provide all information required for Travel12 to proceed with reservations (indicatively, but not limited to, full names, dates of birth of all travelers, mobile phone and email of lead traveler, special dietary or other requirements).
Once the payment has been completed, you will receive a payment receipt, confirming the booking of your trip as described in the trip plan Travel12 has shared with you. Travel12 will proceed to all necessary arrangements and will keep you informed.
3. Payment and Cancellation policy
Payment can be made by Credit card (preferred option) or wire transfer. In any case, the payment is considered complete once Travel12 receives confirmation by the respective financial institution.
The typical payment schedule required has as follows:
- Deposit (30%, minus the planning fee if already paid): required to book the trip. This deposit is non-refundable in case of cancellation but will be carried forward in case the trip needs to be postponed due to force of circumstance {please see relevant section below}.
- An Intermediate payment of up to 40% may be required depending on the nature of the trip and the travel season. This amount is fully refundable in case of cancellation earlier than 45 days before the trip start date.
- Final payment (remaining amount in full): Due 45 days before the trip start date, which is the point in time when all amounts paid become non-refundable.
In the event you wish to (or have to) cancel your trip, the following cancellation policy applies, based on the date we receive written notification of your cancellation request:
- Non-refundable amounts upon booking: The deposit required to book the trip is non-refundable, but it is fully transferrable to a new trip in case of postponement according to the terms described in the relevant section.
- For cancellations up until 45 days before the trip: Any amount paid on top of the non-refundable deposit, will be fully refunded, minus transaction fees. Maximum refund of 70% of the total trip cost.
- For cancellations less than 45 days before the trip: 100% cancellation cost (no refund)
Change requests concerning a booked trip
Change requests will generally be accepted up until 45 days before the trip start date. Any change requests are evaluated by our traveler care team, who will inform you of the feasibility and any associated costs so you can make a final decision. The client will have to bear any additional costs due to different rates/availability.
In case the requested changes essentially constitute a new or a significantly revised itinerary, a fee may be added on top of any third-party costs. Less than 45 days before the trip start date, we do not accept trip modification requests except for extraordinary circumstances (e.g., international flights modification or delays, weather conditions, matters related to travelers’ health and well-being, etc) in order to safeguard the coordination of all parties involved and the smooth flow of the plan that our team works hard to achieve.
When “last-minute” changes are required, these are always subject to availability and may bear an extra cost (or may require a more expensive alternative). For this reason, it is advised that all travelers have personal travel insurance to cover any such costs should they occur. Please see chapter 7 on Travel insurance.
In case the client wishes to cancel components of their trip less than 45 days before the trip start date, these cancellations are non-refundable.
Trip Postponement
In case you cannot (or do not wish to) travel as planned due to personal reasons, you may postpone your trip to a future date within 18 months from the original trip dates, without having to commit to the new dates upfront.
To avoid any cancellation fees, Travel12 needs to receive a written postponement request at least 45 days before the start of the trip, in which case no cancellation or change fees will be charged. In this case, any amount already paid will fully count towards the new trip’s cost.
The price of the new trip cannot be guaranteed as it will be subject to availability and rate differences, depending on the season, the demand, and other factors beyond our control. Once the new trip and price has been finalized, the original (carried forward) payment will be treated as a deposit and any remaining payments will be rescheduled based on the new dates.
In case your needs have changed and you wish to plan a different or significantly modified trip, then a planning fee will be charged for the new trip.
For postponement requests received less than 45 days before the start of the trip, some cancellation or change fees may apply, depending on the nature of the trip and the policies applied by 3rd party providers.
Postponement Forced by External Circumstances
In case you cannot travel as planned due to forced external circumstances generally affecting the ability to travel to or within the destination, such as a Travel ban imposed by State authorities or a natural disaster with extreme consequences, you may postpone your trip for up to 18 months (to be reconsidered should circumstances still prevent travel at the end of this period).
No cancellation fees will be charged as long as Travel12 receives a written notification of your intention to postpone as soon as the external circumstances forcing the decision are widely known. The full amount paid will be carried forward and count toward the price of the new (postponed) trip, which will be defined based on actual availability and rates once the new dates have been set and any additional details have been agreed.
In case you don’t accept the postponement offer and wish to cancel your trip, the standard cancellation policy applies.
4. Trip execution
Travel12 has the obligation to organize the trip as per the trip plan and ensure that all included services are delivered as agreed.
Travel12 will provide you detailed information about all such services (e.g., exact pick-up locations and times, contact numbers) to facilitate your trip and will provide support regarding these services if needed.
In case that any agreed service is unavailable at the time of the trip (e.g., the service has ceased operation, or the weather does not allow it), Travel12 will propose to the client equivalent alternatives if available, without any charge; should there be no such alternatives or should the client refuse to accept the alternatives, the cost of the unavailable service will be refunded in full.
The clients have the obligation to be punctual as per the starting times or pick-up times agreed, and make sure to notify Travel12 well in advance in case a plan modification is required. In case of a “no-show” for scheduled experiences or guided tours, the service will not be provided, and the client will bear full responsibility for the cancellation.
5. Privacy policy
Travel12 is operating in accordance with the EU regulation for personal data protection (GDPR - 2016/679).
We respect your privacy and will only use your personal data to make reservations for hotels, activities and local experiences, guided and expert-led tours and visits, transfers, ferry or airplane tickets, meals and any other services required as part of the agreed itinerary.
As part of this process, we will share with our partners and associates only the required information for them to provide the agreed services in a safe and enjoyable manner.
We will not sell or share your personal information with any 3rd parties except for the aforementioned partners and associates.
Travel12 will retain your personal data safely and encrypted, for as long as we deem it necessary to enable you to use our services and/or to comply with applicable laws, resolve disputes with any parties and otherwise as necessary to allow us to conduct our business, including to detect and prevent fraud or other illegal activities.
6. Passports, Visas, and other licenses
It is the responsibility of all travelers, regardless of nationality and destination, to check with their local Consular Services of the country they are visiting for current entry requirements.
As Visa and health requirements are subject to change without notice, we recommend that you verify with the appropriate authorities prior to departure.
The same applies for international driver’s licenses or any other license applicable; Travel12 may advise if requested, but the responsibility lies with the client.
7. Travel Insurance
Clients are advised to obtain Personal Travel Insurance coverage that fits their needs {not included in any proposal by Travel12}.
Please make sure to read the insurance terms carefully or ask your insurance advisor.
Travel12 will provide any documentation you may need to file a claim concerning services provided by Travel12.