TERMS AND CONDITIONS
GENERAL TERMS OF "PANIC FRAME & TRAVEL" LTD. FOR TOUR PACKAGE DEALS AND PROVISION OF INDIVIDUAL SERVICES
OBHVAT
These Terms and Conditions regulate the provision of the service of a travel package for groups or individuals, as well as the provision of individual services – hotel accommodation and/or purchase of an airline ticket from “PANIC FRAME & TRAVEL” Ltd. with UIC: BG205576962, headquartered and managed in Sofia city, SL – Slatina district, Geo Milev neighborhood, 73 Hristo Maksimov Str., floor 2, for which the issuance of a license for tour operator activities No RK – 01- 8245 / 28.07.2022 has been approved, represented by Manager Alexander Vandov site: https://panicframe.com/ – where you can find all information about the company, terms and conditions, contracts, and more.
General concepts:
a. In the text of the Terms and Conditions, “PANIC FRAME & TRAVEL” Ltd. is represented as “TOUR OPERATOR”, and users of the travel package service, regardless of whether it is for groups or individuals – “USER”.
b. The term “Excursion” in the travel program means a travel package in which the entire group of tourists consecutively visits different settlements and stays in various accommodations according to a pre-set itinerary for exploratory tourism with the corresponding guide services.
c. The term “Holiday” in the travel program refers to a travel package where for a significant part of the period, the tourist is accommodated in one lodging in one settlement for relaxation, without mandatory guiding services, with the option for additional tourist services to explore nearby places.
PUBLIC OFFER
The TOUR OPERATOR, either directly or through its agents, provides preliminary information to the USERS about the travel packages and services it offers. This information is disseminated on the TOUR OPERATOR's website – My Site and/or through brochures, catalogues, and other informational materials.
Upon request by a User, the tour operator or its agent provides a copy of the offer on a durable medium. The offer can also be printed from the TOUR OPERATOR's website.The TOUR OPERATOR is bound by its offer as per the previous clause until all available slots are filled or until the occurrence of other conditions explicitly stated in the offer. The TOUR OPERATOR may change the terms of the offer in exceptional cases when the interests of the USERS require it. Changes will be reflected on the TOUR OPERATOR's website My Site.
RESERVATION AND BOOKING
The reservation is a written statement by the USER expressing their desire to book a specific trip offered by the TOUR OPERATOR. It can be made via phone, internet, through travel agents in the country, or directly at the Tour Operator's offices.
The reservation is considered confirmed after the required deposit is paid, in accordance with the Offer and Contract.
The TOUR OPERATOR may refuse the reservation within two working days of its confirmation if, in the meantime, the travel group is full and there are no available spots.
The TOUR OPERATOR is not responsible for the accuracy of the data provided by the USER, nor for any other booking errors resulting from the USER's behaviour or unavoidable and extraordinary circumstances.After making the reservation, the USER receives a travel package contract and has a period of 2 working days to sign and return it to the TOUR OPERATOR. During this period, the TOUR OPERATOR reserves a place for the USER on the respective trip unless otherwise specified.
If, for reasons attributable to the USER, a written contract is not signed or is confirmed in another durable medium, and the TOUR OPERATOR confirms the trip on this basis, the USER is liable for damages arising from their culpable conduct as if a contract had been concluded, including termination fees in accordance with these General Terms.
Before concluding the travel package contract:
a. The USER must declare to the TOUR OPERATOR in writing during the contract signing if the service will be used by tourists with disabilities or reduced mobility.
b. If the USER has specific needs or requirements beyond the scope of the offered package concerning food, accommodation, mode of transportation, and others, they must specify them during the completion of the travel contract. The TOUR OPERATOR will assess whether they can commit to their fulfilment.
c. If the USER fails to fulfil their obligations in points "a" and "b", the TOUR OPERATOR has the right to refuse to consider the undeclared facts and circumstances and not to take them into account when performing the contract.
d. The Tour Operator reserves the right to refuse to conclude or execute a travel package contract with a traveller who has mobility difficulties if it has been previously stated that the trip is not suitable for people with reduced mobility.
e. The Tour Operator has the right to request a personal meeting with all tourists listed in the Contract registered by the User to ensure full understanding of the relevant travel programme for the booked trip.Bookings for additional excursions are accepted before the date of the first service in the package. The TOUR OPERATOR cannot guarantee that the guide will be able to include you in the desired excursion on-site. Excursions are conducted with a specified minimum number of tourists, as stated in the offer. The TOUR OPERATOR does not guarantee that the prices offered by its partners for excursions are the cheapest on the market but assures they meet the required quality.
Unless otherwise agreed in the travel package contract, it is considered that the category of food establishments is equal to that of the accommodation places for the specific day of stay.
Prices and Payment
The quoted prices are in euros or leva. The price in leva is calculated at the exchange rate of 1 EURO = 1.9558 leva. For some programmes, the rate leva/US dollar or leva/Russian rouble applies, which is fixed in the contracts for specific programmes.
Early booking prices apply when the trip is confirmed at least 90 days in advance for air travel and 60 days before the date of the first service for all other trips, unless stated otherwise in the respective public offer. The General Terms and Conditions of the Tour Operator remain applicable during promotional campaigns and other discounts that differ from the standard services provided.
Payment is made in leva, either in cash or via bank transfer to the Tour Operator's account.
Unless specified otherwise, the deposit amount is 30% of the total price. The customer pays the deposit at the time of signing this contract, unless another deadline is specified. Otherwise, the TOUR OPERATOR may cancel the contract.
The remainder of the total amount must be paid up to 30 days before the date of the first service of the package/departure date, unless otherwise agreed. If the CUSTOMER fails to fulfil their obligation to pay the full amount on time, the contract is considered cancelled at their own fault.
The TOUR OPERATOR accepts payments also through gift vouchers or discount vouchers issued by "PANIC FRAME & TRAVEL" Ltd.
NEEDED DOCUMENTS
When travelling outside Bulgaria, the USER must ensure they have the necessary personal documents, prepared in accordance with the laws of the visited country and the Republic of Bulgaria.
If the USER is a foreign citizen, they must be informed about the legal and visa regulations of their country in relation to the countries visited under the respective travel programme.Required documents for international travel:
a. A valid international passport and travel medical insurance for the duration of the journey, when such is mandatory.
b. For EU countries with which Bulgaria has a visa-free regime, travel with an ID card is possible.
c. For countries with which Bulgaria has a visa regime, information can be obtained from the respective consular offices.
d. For children under 18 years old travelling without one of their parents, a notarised parental consent (declaration) allowing the child to leave the country is required.
e. Other documents, depending on the legislation of the destination country/countries.If the USER fails to provide or provides an incorrectly filled declaration, resulting in not being allowed to cross the Bulgarian border, the TOUR OPERATOR will not delay the conduct of the programme for the rest of the group and is not liable for penalties to the USER for the incompleted journey.
ОБЛИГАЦИИ НА СТРАНИТЕ
The CONSUMER is obliged to pay in full and within the established deadlines the cost of the tourist services described in the Contract.
Before departure, the CONSUMER must request from the travel agent (if they have a contract with one) the documents necessary for the journey /voucher, travel information/. In case the CONSUMER does not provide the necessary documents at departure, travel may be refused.
The CONSUMER is obligated to comply with the legal regulations of the country they are travelling to, as well as to leave the countries included in the travel within the legally permitted periods; otherwise, all consequences are at their own expense, and the TOUR OPERATOR bears no responsibility for expenses and formalities related to their return to Bulgaria.
A CONSUMER intending to travel and stay in countries with an increased risk of infectious diseases must undergo the corresponding prophylaxis according to international medical requirements.
During organized group trips, the CONSUMER is required to arrive on time at the assembly points specified by the guide. All expenses incurred by the CONSUMER due to delays or non-appearance and subsequent missing of the bus, plane, ship, train, or respective transport are entirely at their own expense, regardless of the reason for the delay.
The TOUR OPERATOR is obligated to provide according to the terms of these General Conditions and the contract the tourist services paid by the CONSUMER and described above, regardless of whether these services are performed by them or by other tourist service providers.
a. The TOUR OPERATOR is not responsible for services purchased individually by the CONSUMER on-site, and not through a representative of the TOUR OPERATOR.
b. The TOUR OPERATOR is not responsible for damages caused by the CONSUMER to third parties during the trip.
c. The TOUR OPERATOR is not responsible for the non-fulfilment of the program if it is due to reasons not attributable to them. This also includes situations when program sites cannot be visited for reasons beyond the TOUR OPERATOR's control.The representatives of the TOUR OPERATOR during the trip/group leaders are not licensed tour guides for the countries being visited, personal escorts, or individual translators. Their tasks are mainly organizational – to monitor the implementation of the program by the partners, resolve arising issues jointly with them, and facilitate communication and coordination between the CONSUMERS and representatives of the partner company.
The TOUR OPERATOR is obliged to provide appropriate assistance without unreasonable delay to a traveller in difficulty, particularly by:
a. providing the traveller with useful information about health services, local authorities, and consular assistance;
b. assisting the traveller in establishing intercity and/or international communications and finding alternative tourist services.
If the traveller's difficulty is caused intentionally or due to their own negligence, the TOUR OPERATOR may charge a reasonable fee for the assistance provided.In certain cases, the CONSUMER may be required to have an insurance policy for "Medical expenses in case of illness and accident", in which case the TOUR OPERATOR ensures the arrangement of such /included in the package price or for an additional fee/
a. The CONSUMER is exempt from the obligation if they present a valid policy for long-term insurance "medical expenses in case of illness and accident of the tourist", whose validity period covers the period of the contract for the specific trip.
b. At the request of the CONSUMER, the TOUR OPERATOR may insure them against other risks during the trip for an additional fee.
c. The TOUR OPERATOR is not responsible for the fulfilment of the insurer's obligations as they are not a party to the insurance contract.For trips to countries where visas are required for Bulgarian citizens, the TOUR OPERATOR assists the CONSUMER by providing the necessary documents/reservations, voucher, tickets, etc./.
a. By agreement with the CONSUMER, the Tour Operator may prepare and submit their documents to the relevant diplomatic services. In this case, the CONSUMER must present the required documents to the Tour Operator, as well as pay the visa fees.
b. Failure to present the documents and failure to pay the fees or attend the required personal interview at the diplomatic service is considered a travel refusal at the CONSUMER's fault.
c. The issuance of visas for the respective country is solely at the discretion of the respective diplomatic service and is not guaranteed by the TOUR OPERATOR.
d. In case of refusal by the respective diplomatic service, the fees paid for the visa issuance remain at the CONSUMER's expense, as well as 100 BGN for technical expenses, provided there is no other requirement, such as a prepaid first night.
e. In the event of the CONSUMER's inability to travel due to a refused visa, a cancellation fee is charged in accordance with these General Terms.
CHANGE OF CONTRACT INITIATED BY THE TOUR OPERATOR:
When, before the start of the performance of the travel package, the TOUR OPERATOR makes a significant change to any of the key clauses of the contract, they must immediately notify the CUSTOMER and obtain their consent, according to the conditions of the following articles.
a. "Key clauses" of the travel package contract include: the price, date of departure and arrival, duration of the stay, travel itinerary, type of transport used, location, type and category of accommodation, the CUSTOMER's specific requirements accepted by the TOUR OPERATOR, as well as other conditions according to Article 82, paragraph 1, point 1 of the Tourism Act.
b. The parties agree that the following arrangements are not to be considered "Key clauses" and thus the TOUR OPERATOR may unilaterally amend them in the interest of the CUSTOMER:
The time and place of departure and return, as long as it falls within the agreed day;
The sequence of the programme;
The accommodation or dining place, if it is in the same area and of the same or higher category as agreed. Means of transport – if of the same class;
Price increase of up to 8% of its value;
Other arrangements not meeting the criteria for being considered key as per this article;(1) The CUSTOMER has the right to:
a. accept the changes, which shall be confirmed by an additional agreement to the contract detailing their impact on the price
b. withdraw from the contract without owing any penalty or compensation.
(2) The CUSTOMER must inform the TOUR OPERATOR of their decision within 3 days of receiving the notification as per the previous article, but no later than the start date of the trip.
(3) If the CUSTOMER does not inform the TOUR OPERATOR of their decision within the 3-day period specified in the previous paragraph, the TOUR OPERATOR will assume the proposed changes are accepted, and the CUSTOMER will lose the right to withdraw from the contract without owing any penalty or compensation.Should the CUSTOMER choose to withdraw from the contract as per the previous point, they have the right to:
a. accept another package of the same or higher quality, if the TOUR OPERATOR is able to offer such, or
b. accept a travel package of lower quality, in which case the TOUR OPERATOR or travel agent must refund the customer the difference in price between the cancelled and the proposed trip, or
c. transfer their rights under the travel package contract to a third party, provided it does not include transferable rights such as visas, certificates, etc., and those requiring consent from other parties besides the TOUR OPERATOR;
d. receive a refund of the amounts paid under the contract within a 7-day period from the date on which the TOUR OPERATOR has received the withdrawal notification.The TOUR OPERATOR has the right to increase the price of the travel package only under the following circumstances:
a. price of passenger transport, resulting from changes in fuel prices or other energy sources;
b. taxes or fees on the travel services included in the contract, imposed by a third country not directly involved in delivering the travel package, including tourist taxes, landing fees, or fees for boarding or alighting at ports and airports;
c. exchange rates applicable to the travel package.Upon a price change:
a. The price increase must be economically justified and correspond to the altered costs;
b. The price is increased by as much as the cost of the TOUR OPERATOR's service has risen from the contract's conclusion, without a profit increase;
c. A price increment of more than 8% is considered a significant change to the contract;
d. The TOUR OPERATOR must inform the CUSTOMER about the increase no later than 20 days before the travel package's start date, and the notice must be on a durable medium containing clear and understandable reasoning for the increase.
e. The customer is entitled to request a corresponding reduction in price if the values under the provisions of this article have decreased.The TOUR OPERATOR reserves the right to adjust the departure time and place and the arrival time when road conditions or the carrier's conduct necessitate it.
The TOUR OPERATOR may change the agreed accommodation places with the CUSTOMER if, for reasons beyond their control, accommodation there becomes impossible. In such cases, the TOUR OPERATOR guarantees accommodation places of equal or better conditions and location.
For organised group travels, the TOUR OPERATOR reserves the right to modify the sequence of programme execution when necessary for its smoother running.
The TOUR OPERATOR may alter other non-essential contract clauses when the CUSTOMER's interests require it.
Should it become impossible to deliver a significant part of the services during the trip, the TOUR OPERATOR will take all appropriate measures to continue the journey without additional cost to the CUSTOMER, compensating for any discrepancy between the agreed and the actually provided services.
If appropriate measures from the previous statement are not feasible or are refused by the CUSTOMER for a valid reason, the TOUR OPERATOR must:
1. provide transport to the starting point of the trip or another agreed place, without additional cost to the CUSTOMER, and
2. compensate the CUSTOMER for any incurred damages.
If the impossibility to continue the trip is due to a reason attributed to the CUSTOMER, the TOUR OPERATOR's obligations under this article remain, but the expenses are borne by the CUSTOMER.
AMENDMENT OF CONTRACT AT THE INITIATIVE OF THE CONSUMER
If the TRAVELER requests changes to the contract or travel terms after confirmation, they must compensate the TOUR OPERATOR for any additional expenses incurred as a result of the change.
A reasonable time before the start of the travel package execution, but no less than and no later than 7 days before the departure date, the TRAVELER has the right to transfer their package rights to a third party, if the TOUR OPERATOR is informed in advance of the change. The transfer becomes effective with the signing of a new contract between the third party and the TOUR OPERATOR, unless otherwise agreed in the individual contract. If the transfer incurs additional costs, they must be paid by the TRAVELER at the time of the contract signing.
The change may be refused if the other person does not meet the travel requirements, if their participation is contrary to legal regulations or morals, or if the additional costs incurred as a result of the change are not paid. The TRAVELER is jointly responsible with the third party to the TOUR OPERATOR for the fulfilment of the contract obligations.
The third party declares upon signing the contract that they accept the transfer and fully agree with the contract's terms and its appendices, as well as that they are informed about the travel details before accepting the transfer.
All changes and cancellations of the trip are documented on a durable medium.
Check-in Conditions
THE TOUR OPERATOR presents in its public offers and negotiates with the CONSUMER accommodation, food, and transportation with categories/classes as they are according to the classification of the countries in which they are located.
Accommodation price:
a. The basic price for each offer is for a tourist accommodated in a regular bed in a double room /unless otherwise stated/.
b. An additional charge for a single room or a discount for a child and third bed can be used only if the respective offer has a price for such accommodation.
c. The third bed is additional, and in most hotels is a fold-out sofa, suitable primarily for children.
d. Children under 2 years do not pay for services in hotels and do not use any.In cases of individual accommodation, not part of a package, the cancellation conditions according to these TC do not apply.
Terms for Selling Flight Tickets
Outside the cases of a package tour offered by the TOUR OPERATOR, when facilitating the purchase of an airline ticket, the full price must be paid within 24 hours of confirmation.
When purchasing an airline ticket from so-called 'low-cost' airlines (WizzAir, easyJet, Ryanair, etc.), the due amount is prepaid.When purchasing an airline ticket, the cancellation terms and penalties described in the General Terms and Conditions of the Tour Operator are not valid.
Refunds are not provided if a client decides to cancel a trip for an already issued ticket, regardless of the time remaining until the flight date.
Each ticket comes with specific usage terms, and penalties for changing name, date, flight, etc.
The airport taxes are subject to reconfirmation until the ticket is issued, and they may increase or decrease multiple times, for which the TOUR OPERATOR is not responsible.
Cancellations and Penalties
If the CUSTOMER has made a deposit but has not completed the remaining payments within the specified deadlines indicated in the contract, the package is considered cancelled due to the CUSTOMER's fault.
For tour packages, the TOUR OPERATOR reserves the right to cancel, without notice, the journey of any CUSTOMER whose behaviour poses danger, stress, harm, anger among other CUSTOMERS of the trip, demonstrates criminal behaviour, or causes significant inconvenience to staff of the TOUR OPERATOR or its partners, or otherwise makes the smooth continuation of the journey impossible through their conduct. In such cases, the TOUR OPERATOR owes no explanation or compensation to the guilty party.
In organised group travel, the TOUR OPERATOR may cancel the journey if the required number of participants specified in the contract is not reached or if the cancellation is due to force majeure / military actions, terrorist acts, strikes, epidemics, disasters, etc./
In these cases, the TOUR OPERATOR is not responsible for fulfilling the contract and returns to the CUSTOMER all amounts paid, excluding that portion of them for non-refundable expenses / non-refundable deposits, paid insurance, penalties for returned tickets, visa fees, etc./. Non-refundable expenses are certified by duly issued documents.When a journey cannot proceed due to insufficient registered participants, the TOUR OPERATOR is obliged to inform already registered CUSTOMERS, through the signatories of the contract, within the following time frames:
20 days before the start of the tour package for journeys longer than 6 days;
7 days before the start of the tour package for journeys lasting from two to 6 days;
48 hours before the start of the tour package for journeys lasting less than two days.The TOUR OPERATOR is not liable for non-performance or inaccurate execution of this contract and owes no compensation if the reasons for this are due to:
a. The CUSTOMER, including cancellation or interruption of the journey for personal reasons of the CUSTOMER, or failure to appear at the designated departure place and time;
b. Actions of a third party not related to the execution of the contract, which cannot be foreseen or avoided;
c. Refusal by border or other authorities to allow the CUSTOMER entry due to lack of necessary travel documents, a visa, or other reasons not at the fault of the TOUR OPERATOR;
d. The necessity for hospitalisation of the CUSTOMER in a medical facility;
e. Force majeure or events that cannot be foreseen or avoided by the TOUR OPERATOR and its contractors in good faith fulfillment of their obligations. Force majeure or events are considered those like delays at border points, complicated road conditions including strikes by airlines, ferry companies, and others, any sort of checks at border points conducted by control authorities taking more time than anticipated, provision of medical assistance to a tourist from the organised group, and other extraordinary circumstances. In these cases, the TOUR OPERATOR reserves the right to alter the program and act according to the specific situation, without owing compensation for this.The TOUR OPERATOR's liability for damages suffered by the CUSTOMER as a result of non-performance of the package travel contract is limited as follows:
a. The TOUR OPERATOR is liable for damages up to a maximum of three times the value of the package travel price calculated for one tourist;
b. When the liability of the TOUR OPERATOR's contractors for damages caused by non-performance or inaccurate execution of services under the contract is limited by international agreements ratified, promulgated in the 'State Gazette', and in force for the Republic of Bulgaria, then the liability of the TOUR OPERATOR is also limited in accordance with the provisions of those agreements;
c. The limitation of the TOUR OPERATOR's liability does not apply in the case of bodily injury or death, as well as in case of non-performance due to intent or gross negligence.In case of withdrawal from the journey or termination of the contract due to the CUSTOMER's fault, unless otherwise stated in the offer or otherwise agreed in the individual contract between the parties, the TOUR OPERATOR refunds the amount paid for the journey, deducting the following cancellation fees:
- Over 60 days before the departure date – no penalty, except for already incurred factual travel expenses – plane ticket, non-refundable deposits, fees, etc.
- Between the 59th and 30th day before departure – 30% of the tour value is retained;
- Between the 29th and 20th day before departure – 50% of the tour value is retained;
- Between the 19th and 10th day before departure – 80% of the tour value is retained;
- Less than 10 days (including no-show at the flight) – 100% of the tour value is retained.In case of cancellation of the journey and termination of the contract by the TOUR OPERATOR, it reimburses the amount paid for the journey, and if the cancellation is due to a reason for which it is liable, the TOUR OPERATOR additionally pays the following compensations:
- More than 60 days before the departure date – no penalty;
- Between the 59th and 30th day before departure – 3% compensation;
- Between the 29th and 20th day before departure – 5% compensation;
- Between the 19th and 10th day before departure – 8% compensation;
- Less than 10 days – 10% compensation.
COMPLAINTS AND COMPENSATIONS
The TOUR OPERATOR is responsible for the execution of the travel services included in the travel package contract, regardless of whether these services are performed by the operator or by other travel service providers.
All complaints must be made by the traveller at the place of the violation or without unreasonable delay to the TOUR OPERATOR or their representative. The CUSTOMER prepares a report detailing their complaints and presents them to the TOUR OPERATOR.
The TOUR OPERATOR is obliged to take all reasonable measures to identify and rectify any discrepancy between the provided service and what was agreed upon in the Travel Package Contract.
If the CUSTOMER is not satisfied, the TOUR OPERATOR offers the possibility to seek compensation through a complaint in writing or verbally within 14 days from the discovery of the discrepancy.
The CUSTOMER should provide the TOUR OPERATOR/TRAVEL AGENT with a written complaint using the standard form (or verbally, supported by a written protocol of the CUSTOMER's statement by an employee of the TOUR OPERATOR/TRAVEL AGENT), along with the compiled report signed by a representative of the TOUR OPERATOR, a copy of the contract, and other documents proving their claim on the grounds and amount.
The TOUR OPERATOR is committed to responding in writing within 30 calendar days of the complaint being submitted.
In the event of liability of the TOUR OPERATOR for damages caused by the actions of their contractor, the CUSTOMER is obliged to assist the TOUR OPERATOR in claiming their complaints against the contractor.
(1) In the event of liability of the TOUR OPERATOR for damages caused by the actions of their contractor, any compensation received by the CUSTOMER from the contractor will be deducted from what is owed by the TOUR OPERATOR on these grounds.
(2) This rule also applies to liability for the return of paid amounts if the CUSTOMER has already received such from the TOUR OPERATOR's contractor as compensation for the non-fulfilled service for which refunds are due.The TOUR OPERATOR is not liable for damage to the CUSTOMER arising from discrepancies between the travel package contract and the provided service if:
- They were not informed in a timely manner by the CUSTOMER;
- They were informed but rectified the discrepancy before any damages occurred to the CUSTOMER
- Rectification of the discrepancy was impossible
- Rectification of the discrepancy involved disproportionately high costs considering the level of the discrepancy and the value of the affected travel services
- The lack of conformity is due to the traveller.
CHANGES AND ADDITIONS
This agreement can be amended, supplemented, or cancelled only with mutual written annexes and in compliance with the Tourism Act.
The written form is considered adhered to both in traditional written forms and via email correspondence, provided it is sent to the following addresses and contact details:
a. for the TOUR OPERATOR:
- Address: city ……..
- Tel: ……….
- Email: My email
b. for the CONSUMER - the details provided by the CONSUMER in the travel package contract or through other correspondence between the parties, including electronic.For contractual clauses not covered, the provisions of the Tourism Act, the Commercial Act, the Obligations and Contracts Act, and other applicable legislation of the Republic of Bulgaria shall apply.
In the event of a dispute between the parties, the TOUR OPERATOR commits to take steps for the voluntary resolution of the dispute, including through possibilities for complaints, signals, grievances, petitions, and others made by the CONSUMERS to it. If the consumer is not satisfied with the complaint, they may contact the following bodies for alternative dispute resolution:
- General Conciliation Commission at the Consumer Protection Commission, address: Sofia 1000, Slavykov Square No. 4A, tel. 02/ 9330 517, email: adr.sofia@kzp.bg
- The European Commission's electronic platform for online consumer dispute resolution, accessible at the following address: http://ec.europa.eu/odr.If the parties cannot resolve a dispute between them out of court, the competent Bulgarian court shall have jurisdiction to adjudicate according to the relevant norms of Bulgarian law.
Standard information form for package travel contracts in cases other than those included in Annex No. 1 to Article 82, paragraph 1 of the Tourism Act
TOUR OPERATOR, who prepared this package travel "Panic Frame & Travel" Ltd. with ID: BG205576962, based in Sofia city, DC - Slatina district, Geo Milev residential complex, Hr. Maksimov str. 73, floor 2, for which a license has been approved for carrying out tour operator activity No RK - 01-8245 / 28.07.2022, represented by the Manager Alexander Vandov, phone +3598788181783, e-mail panicframetravel@gmail.com,
TRAVEL AGENT "Panic Frame & Travel" Ltd., with ID: 205576962, based in Sofia city, DC - Slatina district, Geo Milev residential complex, Hr. Maksimov str. 73, floor 2, VAT number BG205576962, registration certificate for travel agency activity No RK - 01-8245 / 28.07.2022 represented by the Manager Alexander Vandov, phone +3598788181783, e-mail panicframetravel@gmail.com, offering on behalf of and for account of the tour operator this package travel and providing the standard information form for package travel contracts in cases other than those included in Annex No. 1 to Article 82, paragraph 1 of the Tourism Act
The offered combination of travel services constitutes a package travel under Directive (EU) 2015/2302.
For this reason, you will enjoy all the rights guaranteed in the EU applicable to package travel. The company "Panic Frame & Travel" Ltd., ID: BG205576962 will be fully responsible for the proper execution of the package travel as a whole.
In accordance with legal requirements, the company "Panic Frame & Travel" Ltd. has taken the necessary protective measures to refund your payments and if transport is included in the package travel - to ensure your repatriation in the event of insolvency.
Key Rights Under Directive (EU) 2015/2302
– Travellers will receive all essential information regarding the travel package before the contract is concluded.
– There is always at least one trader responsible for the precise execution of all travel services included in the contract.
– Travellers are provided with an emergency phone number or contact unit details, through which they can reach the tour operator or travel agent.
– Travellers may transfer the travel package to another person with reasonable prior notice and possibly pay additional expenses.
– The price of the travel package can only increase due to the rise in specific costs (e.g., fuel prices), when explicitly provided for in the contract, and in any case no later than 20 days before the beginning of the package's execution. When the price increase exceeds 8 percent of the travel package, the traveller may terminate the contract. If the tour operator reserves the right to increase prices, the traveller is entitled to a price reduction if the corresponding costs decrease.
– Travellers can terminate the contract without paying a termination fee and receive a full refund of all payments in case of a significant change to any of the essential elements of the travel package, except for price. When the agent responsible for the travel package cancels the package before execution, travellers are entitled to reimbursement for amounts paid in their name, and if appropriate, suitable compensation.
– Before the package's execution, travellers may terminate the contract without paying a termination fee due to extraordinary circumstances, such as serious security issues at the destination, which might affect the travel package.
– Travellers can terminate the contract any time before the package execution for a reasonable termination fee if necessary. – Should key elements of the travel package not be provided as agreed once its execution has begun, the traveller should be offered suitable alternative services at no extra charge. Travellers can terminate the contract without a termination fee when services are not provided according to the contract and significantly affect the travel package's execution, and the tour operator has not remedied the issue.
– The traveller is entitled to a price reduction and/or compensation for damages if travel services are not provided or are poorly provided.
– The tour operator must offer assistance when a traveller encounters difficulty.
– Payments will be refunded if the tour operator becomes insolvent. Panic Frame is protected against insolvency by Euroins AD (insurance company), located in Sofia, Bulgaria at 43 Christopher Columbus Blvd., EIK: 121265113. Repatriation of travellers is guaranteed if insolvency occurs after the package's execution and includes transport.
Travellers may address this entity or if applicable, the competent authority (Sofia City Court, address: 1000 Sofia, 2 Vitosha Blvd.) if service execution is refused due to Panic Frame & Travel Ltd.'s insolvency.
Directive (EU) 2015/2302, as transposed into national law, can be found as a link to the Tourism Act on the Ministry of Tourism's website.
The undersigned declare that I have received a copy of this standard information form and the information regarding the travel package under Article 82, paragraph 1 of the Tourism Act.
