This document outlines the terms of COOPERATION between ISFIELD HOSPITALITY LIMITED. (“The Company”), and (“The Client”):
1: Trip Confirmation
No pre-arrangements and pre-bookings are made until the Company sends to the Client the final description of the specific trip, at the specific dates, stating the final price and the services included (see Appendix A)
To then secure the booking, the Company requires from the Client this Booking Form duly filled in and signed and proof of payment, full deposit for day activities and 30% of the total cost of the trip for multi day tours. The remaining 70% to be paid one month prior the first day of the trip.
The Company shall send the client a “trip confirmation” email after the reception of the signed document and the deposit and “full payment reception” email after the reception of the balance due. At the latest one week before the first day of the trip, the Company shall send a “Voucher” with all necessary details concerning the realization of the trip.
2: Cancellation Fees
Should the Client wish to cancel for any reason, cancellation fees will be imposed. These are valid from the day that the booking form is received by the Company.
- more than 16 days before the activity, the Company refunds the full amount
- between 6 and 15 days before the activity the Company refunds 15% of the paid amount
- between 3 and 5 days before the activity the Company refunds 50% of the paid amount
- between 0 and 2 days before the activity the Company reserves the whole paid amount
in case of big groups different terms may be applicable which will be clearly mentioned at the contract.
Multi Day Tours:
Cancellation within 45 days before the tour: the Company will refund the paid amount, minus 50% of the deposit to cover administration expenses and cancellation fees of the hoteliers or other main service providers.
- Cancellation 45-30 days before the tour: the Company reserves 100% of the deposit
- Cancellation 29-15 days before the tour: the Company reserves 30% of the paid amount
- Cancellation 14-7 days before the tour: the Company reserves 50% of the paid amount
- Cancellation 6-0 days before the tour: the Company reserves the whole paid amount.
In the case of no show of a Client in a tour the Company reserves the right to keep the whole paid amount. If you do cancel, you must still pay any insurance premiums and amendment charges which arose before the cancellation, and any deposits paid for any pre-booked items or services.
Cancellation of certain transport arrangements, typically scheduled airline and ferry tickets can result in up to 100% cancellation charges regardless of the notice period given to us. We reserve the right to pass on these charges which will apply to the transport element of your holiday and the cancellation charges in the scale above will apply to the other elements of your holiday (e.g. accommodation, optional extras).
In case of bad weather making it impossible to operate the activity, our common practice is as follows:
- We recommend an alternative day, if you can’t participate another day
- We recommend another activity, if you don’t want to do something else
- We refund the full amount, as long as this is agreed at latest the night before the scheduled activity day.
2.1 Flexible Cancellation Policy due to Covid
Due to the uncertainty of the covid restrictions we have adapted our cancellation policy so you can rest assured that your money will not be at risk.
For any cancellation which may occur due to travel restrictions from your country or in Greece or in case you or a close member of your family has been diagnosed positive and you cannot travel, the following terms will be valid:
For Day Activities: You will be refunded or given a credit voucher (valid until 31/12 2022) for any cancellation up to 24 hrs before the activity starts
For Multi Day Trips:
- In case of governmental restrictions not allowing you to travel – we will issue a credit voucher for use until 31/12/2022.
- In case of your own personal reason (due to covid with proven verification) we will issue a credit voucher for use until 31/12/2022 in any other Trekking Hellas Tour you may choose
Disclaimer: A small number of services (domestic flights, some special accommodations) may be non-refundable. This will be explicitly stated at the point of purchase and on your voucher.
3: During the trip
The Client agrees to accept the authority and decisions of the Company’s employees, tour leaders and agents whilst on the trip(s) with the Company. If in the opinion of such persons the health or action of a participant at any time before or after departure appears likely to endanger the safe, comfortable or smooth progress of a trip/ program, the participant may be excluded from all or part of the trip/ program without refund or compensation. In case of health/medical problem, the Company may make such arrangements, as it seems fit and recover the costs thereof from the participant.
If a participant commits an illegal act, the participant may be excluded from the trip/ program and the Company shall cease to have responsibility to/ for them.
Itinerary alteration. The itinerary is subject to change at the discretion of the tour leader, for safety reasons. The tour leader may suggest alternative itinerary or and activities for those given in the program for the group to choose.
Where ferry timetables are applicable, the schedule may change due to the weather conditions and/or to last minute changes from the ferry company.
4: Alterations to the programme by the company
In the interest of our Clients, the company reserves the right to make a change or cancel the trip, due to weather conditions, safety reasons, low physical level, low participation (if a minimum participation level is required for a programme to run) or any other factor beyond our control -force majeure (natural disasters, inclement weather, strikes etc). Such changes will always be at the discretion of the company’s group leader and the Company.
The Client will pay for additional costs required on the spot to create the alternative trip.
5: Alterations by the Client – participants
Any sudden or not justified change (date, destination, number of participants, etc), is regarded as a cancellation and complies with the conditions of paragraph 2.
6: Extra expenses
All extra expenses have to be paid on the spot by the Client. These are expenses requested by the Client during/after the programme that had not been originally requested (such as side excursions, extra transfers, extra nights etc).
7: Last minute bookings
In case the Client has a request for a last minute booking, the Company will advise availability and ask the Client to pay for the additional participant-s expenses before the beginning of the tour on a separate invoice, in case previous invoice for the trip has already been paid.
8: Complaints – Refund Policy
In case a participant requires a refund after the end of the tour, he/ she has to state his/her demand in written, at the latest 10 working days after the end of the tour.
The Company will review the request and revert within 10 working days, after carefully examining the demands and facts of the tour.
The Company will not provide any refund to the Client unless the above procedure has been followed.
No refund will be given for any unused services.
9: Responsibilities – Disclaimer:
The excursions and activities (mainly outdoor) operated by the Company are suitable for most of the general public. Participants need a basic level of fitness (unless the program states another level of fitness), team – work mentality and the ability to follow instructions. However despite all our efforts to keep a high standard of safety, there is always an element of risk of personal injury or even death, given the nature of outdoor activities and the Client by selling the tour acknowledges and accepts this risk.
The responsibility of the Company is limited to ensure that all the necessary equipment and experienced guides are provided for the tour and that the safest routes are the chosen ones.
We recommend the Client to inform all participants before joining a program to get covered by a personal accident insurance, which has to include adequate coverage for medical expenses and cost of repatriation, including helicopter rescue and air ambulance.
10: Dispute resolution
Expressly agreed that any dispute arising under this contract will be settled by the parties amicably and in accordance with good faith and practices. If this is not possible, exclusive jurisdiction to resolve any dispute between parties have the court of Nicosia – Cyprus.
11: Alterations and cancellation of the Private Agreement
This Private Agreement constitutes the entire agreement between the parties and supersedes any prior written or oral communication. No modification is binding unless stated in writing and signed by both parties (or confirmed via e-mail or fax exchange).
- Photography and νideo:
During the program, participants are being photographed and video recorded. All material is used by Isfield Hospitality Ltd for its promotional activities (brochures, website, advertisements etc). In case you do not wish to show up to our promotional material you should send us a written declaration.
Compliant with the Directive (EU) 2015/2302, based on the Presidential Decree 7/2018