1.1. The definitions and rules for interpreting the terms used in these General Terms and Conditions for the provision of tourist services and the transportation of passengers and luggage are set out below.
SERVICE – an action whose result is consumed during the process of its execution.
PACKAGE / SERVICE PACKAGE – a combination of at least two services, which, in addition to transportation, includes accommodation services, guide services, meals, and other types of service.
TRIP – a service package described in the travel itinerary, carried out according to a pre-defined route and schedule of service provision.
SERVICE COST – the price of various services we provide, either individually or as part of a Package. The service cost includes taxes and fees.
BASE SERVICE / FARE / TRIP COST – the price of the main service, and for trips, it is the cost of the service package from the Place of Departure to the Place of Arrival. The fare includes taxes and fees (including airport charges, road tolls, and government taxes), carry-on items, luggage (for ground transportation), as well as other services that are unavoidable for the purpose of booking.
TOTAL COST – the sum of the cost of all services listed in the booking provided to you by the company Florian Travel, which must be paid.
ADDITIONAL SERVICES – any goods and services purchased by you in connection with the provision of tourist services, ground or air transportation, and provided, offered, or sold by Florian Travel and its subsidiaries or third-party suppliers. In some cases, Additional Services may be bundled into a Package.
BOOKING SYSTEM – a specially designed system that enables the booking of services (tourist services) provided by the Tour Operator in real time, using the Internet. The booking system is available on the Website.
ACCOUNT – a set of information consisting of symbols, including a login and password, used to access the Booking System and identify you.
LUGGAGE – your property, not excluded from transportation, that accompanies you on the trip as baggage or personal belongings.
CALL CENTER – a telephone line for customer service, the current contact numbers of which can be found on the Website.
CANCELLATION FEE – the fee you must pay in the event of canceling the booking, in the amount specified on the Website at the time of entering into the Contract.
CONTRACT – a contract for the provision of tourist services and/or transportation of Passengers and Luggage, concluded between you and the company Florian Travel in accordance with the Terms of the contract, based on which we provide services: transport you and your luggage, organize temporary accommodation in hotels or other places of accommodation, and provide additional tourist services, organizing the trip from the Place of Departure to the Place of Arrival.
COUNTRIES AFFECTED BY THE TRIP – the countries where the Place of Departure, Place of Arrival, and any Agreed Stopover are located.
VOUCHER – a document issued to the Tourist after the full payment of the tourist service or trip, which you print or download, or which is displayed on your mobile device if using the mobile app provided by the Tour Operator, to confirm the booking and payment for the tourist service, transportation, or trip. The voucher contains the tourist’s name and surname, as well as details of the trip such as the place and day of the tour’s start, the place and day of the tour’s end, agreed stopover locations, if applicable, accommodation places and dates, and the departure and arrival times.
TOURIST, YOU, YOUR, or YOURS – the person listed as the service user in the Voucher, to whom a specific service or Service Package is provided with our consent.
INFANT – a child under the age of two years, who is at least two weeks old on the date of the trip.
BOOKER – an adult and fully capable individual or legal entity acting as an intermediary, making a booking in their name and at their own discretion and/or on behalf of other Tourists and by their instruction, and assuming the obligations specified in Clauses 6.1.4.– 6.1.7. The Booker also includes any individual or company that pays us the Trip Cost specified in the Voucher.
PLACE OF DEPARTURE – the airport, train station, or designated land area for passenger boarding and disembarking, specified in the Voucher or itinerary as the starting point of the trip.
PLACE OF ARRIVAL – the airport, train station, or designated land area for passenger boarding and disembarking, specified in the Voucher as the final point of the trip.
AGREED STOPOVER LOCATION – a stop or landing place specified in the voucher or travel itinerary for sightseeing architectural or cultural landmarks, temporary accommodation, which is not considered a Place of Departure or Place of Arrival.
TRANSPORTATION MEANS – a technical device designed for the transportation of people. In the context of this Contract, it refers to vehicles that are equipped and comply with the requirements for passenger transport by land and air.
HOTEL / PLACES OF ACCOMMODATION – an enterprise of any organizational and legal form and ownership, providing people who are away from home with a range of services, the most important of which are accommodation and meal services.
GROUP / TOURIST GROUP – a group of individuals traveling together, arriving and departing together at the same time and under the same conditions, and considered as a single unit for the hotel, transportation company, and guide.
PRIVACY NOTICE – the policy on our Website that regulates the processing of personal data provided by you or the booker to Florian Travel.
APPLICABLE LAW – the laws of Poland and the EU that are in effect at the relevant time.
DAY(S) – calendar days, including all seven days of the week, provided that for the purpose of notification, the day the message was sent is not included in the deadline.
EEA – European Economic Area, including its member states.
EU – European Union, including its member states.
FORCE MAJEURE – causes and/or circumstances that Florian Travel objectively cannot control and could not have prevented even with all reasonable measures, including but not limited to natural disasters; political instability; weather conditions incompatible with the execution of the trip; security risks, strikes; unexpected safety deficiencies in ground transportation or flights.
TRAVEL DOCUMENTS – documents required by countries for border crossing, transit, and/or stay in a specific state.
WEBSITE – floriantravel.com
FLORIAN TRAVEL, WE, OUR, US, means Florian Travel Sp. z o.o. and its employees, service personnel, drivers and agents.
2.1. The following terms and conditions, which may be amended from time to time, apply to all services provided by us directly or through an authorized service provider online through a booking system, by e-mail, telephone or other means of mobile communication. By using our Website, its mobile version or other application and/or making a reservation, you acknowledge that you have read, understood and agreed to the terms and conditions set forth below (including the privacy statement).
2.2. In accordance with the order submitted by the booking agent through the booking system for a fixed fee, we undertake to provide the Tourist with a set of services, a trip or a separate service.
2.3. We use all available technical means to prevent unauthorized access to the booking system and to ensure the safety of all personal data submitted to us for processing. We are not responsible for unauthorized access to the booking system by third parties using a unique account (login and slogan) that we have provided to you.
2.4. If you are sure that your account information has been lost or its confidentiality has been disclosed, you must immediately notify us of such a case and we will temporarily block your access to the booking system and provide you with new data.
3.1. You can make a reservation through the Website, Florian Travel mobile application, our Call Center or authorized agents.
3.2. The reservation will not be considered complete without full payment of its Basic Service.
3.3. You must provide us with appropriate contact information where you can be reached at any time (phone number/mobile phone number and email address). You are responsible for ensuring that the email address provided is accurate and that you have access to it and that you regularly check the email address provided. You are responsible for ensuring that the telephone numbers provided are accurate, include the country and area code, and that you can always be reached at least at one of the telephone numbers provided in your booking. Florian Travel will not be liable for any damages arising from your failure to comply with the above requirements.
3.4. If the booker is not a tourist or makes a reservation for accompanying persons, it is considered that the booker has accepted these General Terms and Conditions of Service on behalf of the passenger(s) or accompanying person(s) specified in the reservation.
3.5. If the booker is not a tourist and their contact information is included in your reservation, you agree that the booker is a tourist:
a) will be responsible for receiving and transmitting any and all notices or correspondence (including changes, amendments and cancellations) from us or our Service Providers in relation to the booking to all the tourists named in the booking; and
b) inform the Tourists of any notifications sent to Florian Travel by the Booker relating to the booking. You further acknowledge that, unless you provide us with other instructions, we assume that the booker has the consent of each Tourist to receive any refund or compensation payable under the booking.
3.6. By accepting these General Terms of Service, the booker is deemed to accept and agree that any personal data has been provided to Us for the purposes set out in the Privacy Notice and that by providing Us with your contact details as the booker and/or authorizing the booker to act on your behalf, You consent to Us using those contact details in all subsequent correspondence between the booker and Us or Our Service Provider. You must ensure that the contact details of the booking agent provided to Us with the booking agent’s consent are correct and notify Us immediately if these details change.
3.7. When a booking is made by a third party (including through a booking system), such third party (e.g. a travel agency) will act as the booking agent. The booking agent is obliged to provide you with all information relating to your booking (including, in particular, the components of the Total Price).
3.8. You must provide us with your full name as it appears on your Travel Document to be used during the trip. If you do not do so at the time of booking, a fee will be charged for correcting the first and/or last name of the Tourist, the amount of which can be found on the Website and in our Call Center.
3.9. After receiving the reservation from the booking agent, we immediately, and in some cases within 3 business days, confirm the ordered service, trip or other package of services by sending an e-mail or notify you of the impossibility of providing the ordered services, reserving the right not to explain the reason for such a refusal.
3.10. After receiving the confirmation of the booking of services, an invoice will be created and sent to you for full or partial payment of the Fee and/or additional booking services.
3.11. We reserve the right to cancel the reservation in case of untimely or incomplete payment of the Fee. The terms and amount of payment for services in the reservation are indicated in the confirmation.
4.1. Travel documents and visas
4.1.1. You must have all necessary entry, exit, medical and other documents required by the Countries of travel and you must comply with all relevant rules and regulations of the Countries of travel
4.1.2. We are not responsible for the existence, adequacy or validity of your Travel Documents. If you fail to comply with these requirements or if your Travel Documents are inadequate or incomplete, we disclaim all liability for any damages arising therefrom.
4.1.3. If you are required to have a valid visa to enter the country of origin, you must have such a visa upon arrival. If you fail to comply with this requirement, we will not be liable for any damages arising therefrom.
4.2. Warning.
4.2.1. The departure and arrival times and the start of the activities indicated in our travel programs are not guaranteed and are not part of our contract with you. We reserve the right to change them.
4.2.2. As we are unable to verify your health condition and if you suffer from any serious infectious disease or your health condition1 requires medical attention, it is your responsibility to seek advice on the safety of the trip you are planning to undertake. Therefore, we are not responsible for any accidents or deterioration of health during the trip.
4.2.3. We reserve the right to require medical evidence to confirm your ability to travel. If we are unable to provide the conditions necessary for your safe travel, we will cancel your reservation and refund the Total Price after deducting the Payment for the actual expenses incurred in accordance with the established Tariffs.
4.2.4. If you wish to transport special Baggage or items that are transported under certain conditions, you must notify us in advance and, if necessary, pay the cost of additional services related to this.
4.2.5. To ensure the comfort and safety of tourists during the trip, we do not allow infants under the age of 2 to travel. Children under the age of 14 must be accompanied by a person at least 16 years old. We do not accept unaccompanied persons under the age of 14. One person over the age of 16 is allowed to accompany a maximum of 10 persons under the age of 14. Some countries may have stricter travel laws for minors than the above, in which case those laws apply.
4.2.6. We do not transport live animals on our trips.
4.3. Places in vehicles
4.3.1. Florian Travel has a system for selecting seats in land vehicles for travel. When booking using the Booking System, you choose a seat for free.
4.3.2. If you want to take advantage of certain benefits subject to availability, you can choose a different seat at the time of booking or directly in the vehicle before or during the trip for an additional fee.
4.3.3. You can change your pre-selected seat to certain seats located in the front rows or any other available seat only with the consent of the group’s escort and only if there are seats available for replacement.
4.3.4. After boarding, you may be asked to change your assigned seat for technical or safety reasons. In this case, please follow the relevant instructions of the cabin crew. If we have to change the seat you selected when purchasing, you will be entitled to a refund of the amount you paid for the seat you selected.
4.3.5. Some seats are not suitable for tourists for safety reasons. They are located in the front row of the vehicle.
4.3.6. If you want to make any changes to your reservation or cancel it, the fee for the seat assigned to you will not be refunded.
4.4. Luggage
4.4.1. If your baggage contains any of these items:
a. cash, securities;
b. jewelry, precious metals, precious or semi-precious stones;
c. computer, camera, video camera, mobile phone and any other electronic or technical devices and accessories thereto;
d. official, business or private documents;
e. travel documents or other identity documents;
f. keys, medicines, perishable items
f. works of art and fine arts
We will not be responsible for any loss or damage to such items.
4.4.2. Items that are not allowed for transportation:
The following items may not be placed in your luggage or taken into the vehicle:
a. weapons and explosives, including hunting or sporting weapons.
b. any object or substance that looks like a weapon or explosive;
c. flammable substance (except for alcoholic beverages, hairspray, perfume, cologne);
d. radioactive materials;
e. condensed gas (excluding CO2 used to propel the artificial limb);
f. poisonous or infectious substances;
g. any item that is not suitable for transportation due to its weight, size or any other characteristics.
4.5. The right to search the Baggage
For security reasons, We may require You to authorize a search of Your clothing or Your baggage. If you do not show up or are otherwise unavailable, your baggage may be searched in your absence to determine whether your baggage contains any of the items or materials referred to in Article 4.4.2. If you do not wish to agree to such a request, we may refuse to serve you and/or your baggage. If the search results in damage to your baggage, we will not be liable for such damage to the extent permitted by the relevant legal provisions.
4.6. Accommodation and hotels during the trip
4.6.1. We independently determine the places of temporary residence of tourists for the trip, based on our own knowledge, assessments and the ability to accommodate the required number of group members.
4.6.2. We list hotels or other travel accommodations on our Website and you can check them out at the time of or before booking. Sometimes we are unable to provide information about the hotel before your booking. In such cases, you agree that information about your accommodation will be provided later and this will not be a reason for canceling an already confirmed reservation.
4.6.3. In the vast majority of cases, the check-out time from a hotel room or other accommodation is 12:00, but for tourist groups, other check-out times may be provided. Information about the hotel rules will be provided by the group leader during check-in.
4.6.4. Hotels may have additional paid services that are not listed in our travel programs or in the descriptions on the Website, and you will pay for such services yourself and directly at the hotel if you use them. We do not reimburse the cost of such services under any circumstances. We recommend that you familiarize yourself with the cost of such services, information about their composition, terms of their execution before ordering or notify the hotel representative of your desire to refuse them.
4.6.5. Check-in at the hotel takes place at the time specified in the travel program, but not earlier than 14:00.
4.7. Food
4.7.1. All our trips include breakfast at the hotels where the group is staying. At the same time, breakfast is not provided on the day of the trip. If the program provides for overnight travel, breakfast is not provided on the next day as a service included in the Fare.
4.7.2. The quality and quantity of the products and dishes that make up breakfast are determined by the hotel.
We have no influence on the hotel’s food policy and are not responsible for the quality of this service.
4.8. Canceling a reservation
4.8.1. You can cancel your reservation at any time through the booking system, through the call center or with an agent. The fee for such cancellation is determined by the rules specified when ordering a trip on the Website and in your booking confirmation.
4.8.2. We do not refund the cost of paid additional services if you cancel your trip.
5.1. We reserve the right to change the cost of services or tariff.
5.2. Our employees, service personnel and agents are obliged to comply with our Tariffs and fees.
5.3. The purchase of a particular service is made according to the price in effect at the time of purchase.
5.4. If you make a reservation and/or purchase any of the services listed on the Website from our sales agent, you may have to pay an additional amount to our agent. You should check with the agent for details of such additional fees.
6.1. Payment of the Service Fee can be made by debit or credit card, bank transfer, or by another payment method that we will inform you about on the Website (for example, by gift certificates).
6.2. You are responsible for payment of the Total Booking Price, even if it has been paid by a third party. We may, in our sole discretion, decide that the debit or credit card used for payment or payment by wire transfer and/or the booking details pose a high risk of fraud. In such a case, we will contact you at the telephone numbers provided in your reservation to verify the reservation and payment details. If we are unable to contact you at these numbers or you are unable to verify your payment or booking details, we reserve the right to cancel your reservation and refund the Total Cost of the booked services.
6.3. By accepting the terms and conditions of the Contract, you agree that we will provide an electronic invoice for the Total Cost of Services and publish such an invoice for payment in the personal account of the booking system or send it to the e-mail address provided by you during the booking.
6.4. If you pay for the Service Fee by credit or debit card, your payment will be processed through one of the card payment processing systems. In some cases, there may be a situation where the amount charged to your credit or debit card differs (and may be higher) than the final price in our booking confirmation as a result of currency conversion differences that occur in the card payment processing system.
6.5. When making a reservation online, you must pay the Total Price by credit card suitable for online payments or by bank transfer within the period specified in the invoice.
6.6. You may pay for the booked services or the Total Price by bank transfer. You are responsible for paying all costs or fees charged in connection with payment by bank transfer. The amount you transfer and we receive must cover the full and accurate amount of the Total Price. If we do not receive the full amount of the Total Price by the due date, your booking will be void and will be removed.
6.7. We will return any unidentified payments to the original bank account. All costs associated with this return of the wire transfer will be paid by you.
7.1. All prices for our services are determined and calculated in Euros (EUR), which is the base currency we use to reflect the Service Price.
7.2. The prices indicated in a particular currency on our Website are valid and you can make payment in the currency of your choice. If you choose to pay in a currency other than Euro, we will convert the price.
7.3. The currency converter presented on our Website is for informational purposes only and should not be considered as an exact exchange rate for different currencies.
7.4. The default currency of the Service Price will be determined based on the Place of Start of the trip or the place of service provision.
7.5. The amount of payment for canceling your reservation is determined by the cancellation policy described on the Website and provided at the same time as the booking confirmation. The amount of the cancellation fee is set in the amount that was in effect at the time of the order.
8.1. We will provide you with all the necessary information about the trip you have booked within our competence.
8.2. You are responsible for damage to property or illegal actions while traveling or staying in temporary accommodation facilities, in accordance with the current legislation of the country of temporary residence.
8.3. If you violate the applicable rules of travel, check-in or baggage transportation, cause damage to the property of the transport company or violate the rules of the hotel or do not comply with the laws of the country of destination, you must compensate for the damage caused or pay fines in the amounts provided for by the relevant rules and regulations of the transport company, hotel, and the laws of the country of destination.
8.4. It is your responsibility to ensure that you comply with the requirements of the insurance company and the terms of the risk insurance during your trip.
8.5. We are not liable for the expenses you have paid or are forced to pay arising from the occurrence of an insured event.
8.6. You must adhere to the schedule of the route determined by the Group Leader and as part of the group. If your actions lead to a delay in the departure of the vehicle from the Agreed Stopping Places, you must pay the additional costs arising from such a delay.
8.7. During the trip, there may be deviations from the established schedule and timing of activities caused by road repairs, emergencies on the tracks or other events beyond our control. In such cases, the crew will make every effort to reduce the delay, but within the framework of the current legislation.
8.8. You must familiarize yourself with and comply with the hotel rules. Adhere to generally accepted norms of behavior as part of a group, including when traveling in public transportation. We prohibit the consumption of alcoholic beverages, drugs, tobacco smoking, and the use of electronic cigarettes in the vehicles in which the trip is carried out.
8.9. We may change the duration and program of the trip if it is due to the cancellation or change of the departure and/or arrival time of the flights that will take you to the Place of Start of the trip. At the same time, we cannot change the travel program if it is necessary to arrive at the Destination earlier if it is due to the cancellation or change of the departure and/or arrival time of the flights you plan to travel on after completing the trip with us.
8.10. You must return to the country of your permanent residence within the time limits specified in your visa, if applicable.
8.11. We undertake to resolve all disputes that may arise in the course of the performance of this Contract through negotiations, and in case of failure to reach an agreement – in accordance with the current legislation of Poland.