General terms and conditions for organized travel:

1. Booking a tour

1.1. You can make your booking by phone, fax, and through tour agents or directly at the Tour Operator office.

1.2. A tour shall be deemed booked upon payment of deposit and signing of “Contract for organized total-price tourist travel".

1.3. The Tour Operator is entitled to request a personal meeting with all tourist enrolled for the respective tourist program of the booked tour.

1.4. The Tour Operator is entitled to refuse a booked tour in case he finds the health of the customer does not warrant for the normal conducting and execution of the entire tourist program.

2. Visas

2.1. For traveling to countries which require visa issuance to Bulgarian citizens the Tour Operator shall assist the Customer by providing him/her with the necessary documents (booking confirmation, vouchers, tickets, etc.), as requested by the Embassy of such country.

2.2. Visa issuance to the respective country is entirely within the competence of the Embassy and is not guaranteed by the Tour Operator. Visa fees and charges are specified in the relevant information of the Tour Operator under art. 28 from the Tourism Act (TA).

2.3. Alien citizens wishing to book any of the programs of Triana Star International should get information about the legal and visa regimes of their own countries as agreed with the countries of visit under the relevant tourist programs.

3. Prices and payment

3.1. Payments are made in cash or by bank transfer into the account of the Tour Operator.

3.2. Deposit. Unless specified otherwise the deposit payment amounts to 40% of the total price. The Customer should pay the deposit upon signature of this Contract unless another payment term has been specified.

3.3. Balance payment – 10 days prior to departure date unless another payment term has been specified.

3.4. Prices have been calculated according to the fixing of the Bulgarian National Bank (BNB).

3.5. Price increases are possible in the event of: increase in fuel prices, or foreign currency rates of exchange fluctuations arisen after signature to this Contract.

4. Rights and obligations of the parties

4.1. The Tour Operator undertakes to:

4.1.1. Provide, under the provisions of this Contract, the tourist services paid by the Customer.

4.1.2. Provide the Customer with information about cultural and social circumstances in the countries included in the itinerary.

4.1.3. Provide the Customer with mandatory insurance cover of "Medical expenses for illness and accident" with the clause "Assistance", for travels abroad. At the Customer’s request, insure him/her against other risks during the travel.

4.1.4. The Tour Operator shall be entitled to withdraw from the Contract without any liability in case the Customer fails to make payment within the specified terms and thus manifests carelessness in execution of his/her obligations. Payment made shall be evidenced by a duly issued payment document. In case the Customer has made the deposit payment but has failed to make final payment of the balance to the full price of the travel, the deposit shall not be refunded.

4.1.5. The Tour Operator has executed an insurance agreement under art. 42 form TA with the Insurance Company “Bulstrat”. A copy of the Insurance Certificate shall be provided to the Customer as part of the complete set of travel documents.

4.2. The Customer undertakes to:

4.2.1. Procure, for travels outside Bulgaria, the necessary personal documents issued in accordance with the laws of the relevant country of visit, and of R. Bulgaria.

4.2.2. In case the Customer is a person under 18 years of age and intends to travel abroad, he/she shall provide a notarized Sworn Statement of Consent made by the parents to the effect that they agree to have their underage child travel to the relevant country on the relevant date \in case such person is traveling with one of the parents, a notarized Sworn Statement of Consent should have been prepared by the other parent/.

4.2.3. Pay within the specified terms and in full, for the services booked under this present Contract.

4.2.4. Observe the laws of the country to which he/she is traveling.

4.2.5. A Customer, who intends to make a stay in countries with increased risk of infectious diseases, shall pass the relevant prophylactic procedures under the international medical requirements.

4.2.6. A Customer shall be entitled, within 30 days as of the date of the intended travel, to assign his/her rights and obligations under this Contract to a third party which meets all requirements of the travel, including visa-related ones. In such case, both the Customer and the third party shall be jointly responsible in front of the Tour Operator for payment of the total travel price. The third party declares that he/she accepts such assignment and fully agrees to the provisions under this Contract and the Enclosures to it, and that he/she has received information about the travel, prior to accepting the assignment.

5. Liability of the parties

5.1. In case of failure of execution or inaccurate execution on the part of the Tour Operator of any services under this Contract, the latter shall duly compensate the Customer for any proven damages suffered. The maximal liability of the Tour Operator in such cases shall not exceed 100% of the value of such services.

5.2. Where the liability of the Tour Operator’s contractors, relating to damages caused from failure of execution or inaccurate execution of the services, is limited by any international agreements, the liability of the Tour Operator shall also be limited within these limits.

5.3. The Tour Operator shall be entitled to cancel the tour in case the necessary minimal number of participants has not been achieved or in case the cancellation results from an insurmountable force. In such cases the Tour Operator shall not be held liable for failure of execution of this Contract but he shall pay back to the Customer all amounts paid by the latter, minus such amount used to cover actual expenses incurred /paid insurance premiums, refunded ticket fines, visa fees, etc./. Such actual expenses incurred shall be proven by duly issued documents.

5.4. The Tour Operator shall not be held liable in front of the Customer in the event of cancellation, delay or amendment to terms and conditions of a tour, which are outside the control of the Tour Operator, namely:

  • Flight delays due to technical or meteorological reasons;
  • Cancellation or interruption of a travel due to Customer’s personal reasons;
  • Loss or damage to identity papers or luggage during a travel;
  • Necessary hospitalization or medical treatment;

5.5. The Tour Operator shall not be held liable for failure of execution or inaccurate execution of this Contract if the reasons thereof are attributable to:

  • The Customer;
  • Acts of a third person related to the execution of this Contract;
  • Insurmountable force or event, which cannot be foreseen on the part of the Tour Operator and his contractors at conscientious performance of their obligations;

5.6. In case the Tour Operator makes a significant amendment to major clauses of this Contract, he shall immediately notify the Customer thereof. The Customer in turn shall notify the Tour Operator of his/her decision regarding such amendments made, within 3 days from receipt of the Tour Operator’s notification thereof. The Customer declares that the specified by him/her telephone and fax number and e-mail address in this Contract, are valid and can be used by the Tour Operator for speedy and irrevocable forwarding of such notices. Acceptance of amendments is certified by an additional agreement made to this Contract. In case the Customer fails to accept the amendments the Tour Operator shall offer him/her another tour at the same price, or a higher price or a lower price with the relevant sets-off, additional payments or returning of excess amounts. In case the Customer fails to accept such offer he/she may withdraw from this Contract not owing payment of any defaults or compensations and the Tour Operator shall repay the Customer any amounts paid by the latter under this Contract, within 7 days as of the date of receipt of notification of such refusal.

5.8. Categorization of hotels, catering establishments and attractions is a product of the relevant local bodies and the Tour Operator cannot be held responsible for that.

5.10. Booking of additional trips is optional.

5.11. The task assigned the tour leader is of organizational character only, and aims enhancement of the communication and coordination between tourists and representatives of the partner company.

6. Cancellations

6.1. All travel refusals shall be made in person and in writing, at the office where booking was made.

6.2. In case of travel refusal and termination of this Contract on the part of the Customer, the Tour Operator shall be entitled to withhold the following amounts for payment of damages:

  • By more than 60 days prior to departure, no damage payments shall be withheld;
  • Between the 59th and 30th day prior to departure, the amount of damages payable shall mean withholding of the deposit paid;
  • Between the 29th and 20th day prior to departure, the amount withheld shall equal 50% of the price of the trip;
  • Between the 19th and 10th day prior to departure, the amount withheld shall equal 80% of the price of the trip;
  • By less than 10 days prior to departure, the amount withheld shall equal 100% of the price of the trip;

In case of failure on the part of the Customer to observe the terms for providing of any required documents, and also in the event of providing of any untrue data, the Tour Operator shall be entitled to cancel the travel and withhold amounts for damages, identical to the ones specified here above.

6.3. Terms and conditions of the airline companies

6.3.1. Group flight tickets purchased are non-refundable and damages payable for cancellation of individual flight tickets purchased are in accordance with the terms and conditions of the relevant airline company.

6.3.2. Flight tickets of low-budget airline companies are non-refundable.

6.4. The Tour Operator shall not refund amounts to the Customer, for paid but not used services under this Contract.

7. Disputes and claims

7.1. Any disputes relating to failure of execution of this Contract shall be settled by the mutual consent of the parties. Where no consent can be reached the disputes shall be taken to a competent Bulgarian court.

7.2. In case any facts of failure of execution or non-execution of this Contract are established during a tour the Customer shall immediately notify in writing the service provider and the Tour Operator thereof, in view of taking of timely measures fit to satisfy all parties concerned.

7.3. In case Customer’s claims, related to the quality of services provided, cannot be arranged on the spot at the time of providing of the service, the Customer shall be entitled to file a duly raised claim not later than 3 days after the end of the tour. Such claim shall be accompanied by a Statement regarding the failure, made on the spot and signed by a representative of the accepting party and by the Customer. The Tour Operator shall make his statement as regards such claim, and provide it to the Customer not later than 15 days as of receipt of the relevant claim.

8. Order for amendments and termination of this Contract

8.1. Each party shall be entitled to request an amendment to this Contract or its termination in relation to substantial changes to the circumstances under which it has been concluded.

8.2. Any agreements for amendment or termination of this Contract shall be made in writing.

8.3. In the event of amendments to this Contract the obligations of the parties shall be preserved in their amended form. In the event of termination of this Contract the obligations of the parties shall be terminated upon settling of their financial relations.