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GENERAL TERMS AND CONDITIONS OF VALEO TRAVEL FOR TOURIST PACKAGES AND PROVISION OF INDIVIDUAL SERVICES
Published on January 01, 2026
SCOPE
These General Terms and Conditions govern the provision of the tourist package service for groups or individuals, as well as the provision of individual services – hotel accommodation by "VALEO TRAVEL" Ltd., with UIC 131486487, with head office and management address in Sofia, 1404, Triaditsa district, Strelbishte residential complex, 12 Boyanski Waterfall St., bl. 26, phone: 02-866-16-49; 02-963-09-09, email: support@valeotravel.net, website: https://valeotravel.net/ - where you can find any information about the company, the general terms, contracts, etc.
General Concepts:
In the texts of the General Terms and Conditions hereinafter, "VALEO TRAVEL" Ltd. is presented as the "TOUR OPERATOR," and the users of the tourist package service, whether in groups or individually, are referred to as "CONSUMER."
Website - internet resource accessible through the domains valeotravel.net and niamavreme.bg, owned by and administered by "Valeo Travel" Ltd., with UIC 131486487;
Browser - software application used to reproduce documents with hypermedia and web navigation (website), displaying and interacting with text, images, video, music, games, and other information;
Client/consumer/buyer – is a natural or legal person using the tourist services provided by the Tour Operator through the signing of a tourist contract;
Internet portal - a complete product that allows users to access diverse information through hyperlinks to resources located on the server of the Tour Operator or other servers beyond its control;
Interface - a set of hardware, software, and design tools necessary for users to exchange information and communicate between different devices;
Electronic link - a connection marked on a specific web page that allows automated forwarding to another web page, information resource, or object through standardized protocols.
Selling price is the price announced alongside each offer for tourist services in Bulgarian lev, including value-added tax, except for those services explicitly described in the offer that are not included in the announced price.
An individual contract is concluded between the TOUR OPERATOR and one or more CONSUMERS, and it is also possible to be concluded for the benefit of consumers from a third party. It contains the terms of the offer under which the CONSUMER has ordered services, along with a confirming email (containing the number of vouchers for the main package and additional services if the consumer has chosen any) and other specific requirements of the CONSUMER. The individual contract is supplemented by these General Terms and Conditions (GTC).
The term "Excursion" in the tourist program means such a tourist package where individual and/or group tourists visit one or several populated areas for the purpose of getting to know the cultural and historical heritage of the respective destination(s) and stay overnight in one or several populated areas, with/or without included guided service.
The term "Vacation" in the tourist program means such a tourist package where, for a significant part of the period, the tourist is accommodated in one place for the purpose of rest, without mandatory guided service and with the possibility of additional tourist services to get to know nearby populated areas.
PUBLIC OFFER
The TOUR OPERATOR directly or through its agents provides preliminary information to CONSUMERS about the tourist packages and services offered by it or its partners. This information is disseminated on the TOUR OPERATOR's website - https://valeotravel.net/.
The TOUR OPERATOR is bound by its offer under the previous article until the predefined places for registration are filled or until the occurrence of other conditions expressly provided in the offer. The TOUR OPERATOR may change the conditions in the offer exceptionally when the interests of the CONSUMERS require it. The changes will be reflected on the TOUR OPERATOR's website.
RESERVATION AND REGISTRATION
The reservation represents a written statement from the CONSUMER expressing the desire to register for a specific trip offered by the TOUR OPERATOR and is made through:
• A request via the TOUR OPERATOR's reservation system at valeotravel.net. The TOUR OPERATOR is not responsible for the accuracy of the information provided by the CONSUMER, nor for any other errors in the reservation that result from the CONSUMER's behavior or from unavoidable and extraordinary circumstances.
The reservation is negotiated between the TOUR OPERATOR and the CONSUMER - party to this contract, with the latter assuming the obligation to inform all third parties benefiting from this contract, if applicable. The CONSUMER – party to this contract, declares that they are authorized by the third parties - tourists, to register them for the trip under this contract and to express consent for the processing of their personal data when necessary.
Reservation made through the TOUR OPERATOR's website
4.1. Reservations on the site valeotravel.net are made by reviewing the desired tourist offer on the respective page, and the user indicates their desire to use the desired offer (service) by clicking the "Reserve" button found on each offer.
4.2. The request for reservation of the desired offer using the "Reserve" button can only be made if the offer is valid. When making a reservation request through the "Reserve" button, the user must sequentially enter the following:
• The user must register or log into the information platform using their personal email address and password and/or through the provided login/registration with secure access via a social network like Facebook, etc.;
• Select a payment system/method for paying for the purchased service and make a money transfer for the respective amount. Commissions and fees from banks are additionally paid by the CONSUMER at the tariffs of the respective transaction correspondent. When filling in the information in this point, the CONSUMER will be assisted by the written explanations provided on the payment system they selected, and if necessary, may seek assistance from the website administrators who support the payment system.
• Explicitly confirm their agreement after reviewing and accepting these General Terms and Conditions of the TOUR OPERATOR, as well as the conditions of the proposed tourist offer, through the provided means; by marking in the field "I agree and accept the general terms of the site," in their request, the CONSUMER defines the variables (selectable) elements of the accommodation/travel according to their requirements and according to the available options for selection for the specific accommodation/travel. Submitting the online application constitutes an offer to conclude a contract by the CONSUMER.
• The confirmation of the paid reservation/reservation form together with these General Terms constitutes the contract concluded with the CONSUMER for accommodation/tourist package.
• The contract is considered concluded from the moment the payment is sent and the confirmation of the paid reservation/reservation form is received from the CONSUMER. The place of conclusion of the contract is considered the registered office address of Valeo Travel.
• The CONSUMER has the right to receive a paper contract if requested via email.
• The CONSUMER is obliged to enter through the website's interface their information and that of the accompanying travelers as soon as possible after receiving the payment confirmation for the requested service and the invitation to enter the data. If the timely reservation of the services ordered by the CONSUMER fails due to delays in entering the data by the CONSUMER, the responsibility for any subsequent price increases or unavailability falls on the CONSUMER.
5. Before the conclusion of the tourist package contract:
5.1. The CONSUMER is obliged to declare in writing to the TOUR OPERATOR at the conclusion of the contract if the service will be used by tourists with disabilities or limited mobility.
5.2. If the CONSUMER has specific needs or requirements that go beyond the scope of the offered package, regarding food, accommodation, means of transportation, and others, they must present them when filling out the travel contract. The TOUR OPERATOR assesses whether they can commit to fulfilling them.
5.3. In the event that the CONSUMER does not fulfill their obligations under 5.1. and 5.2., the TOUR OPERATOR has the right to refuse to take into account any undeclared facts and circumstances and not to consider them in the execution of the contract.
5.3.a. The tourist package contract includes a basic package of prepaid services covered by the price of the trip and additional services included at the request of each CONSUMER.
5.3.b. Unless otherwise agreed, it is assumed that additional services should be requested and prepaid by the CONSUMER no later than 7 days before the start of the trip, unless otherwise agreed.
5.3.c. The price of the trip does not include the following expenses: the cost of entry tickets for tourist sites, museums, boats, ferries, the use of public transport in some cities, and consumed beverages on buses or airplanes (unless otherwise stated in the program of the specific excursion/vacation).
PRICES, DISCOUNTS AND PAYMENT
6. The terms and conditions of each program include the prices of the tourist services covered therein. All announced prices are in Euro (EUR).
7. Additional tourist services requested separately after booking the main tourist package may be offered at a higher price than when they are included in the package.
8. Depending on the conditions of the offer, payment of the price may be made as a single payment or in installments, in cash, by bank transfer, or by credit/debit card, either at the office or online through the TOUR OPERATOR’s information platform.
9. The available options for installment payments are described in detail separately for each offer/program.
10. After requesting a service through the Website interface, the CONSUMER is obliged to pay the deposit specified in the respective offer for the described services. Otherwise, the Contract shall not be considered concluded.
11. The remaining balance of the total amount must be paid no later than 30 days prior to the date of the first service, unless otherwise agreed. In case of failure by the CONSUMER to pay the full amount within the specified period, the contract shall be deemed cancelled due to the CONSUMER’s fault.
12. In case of last-minute bookings, the full amount must be paid at the time of reservation. This also applies to any changes to the booking and applicable penalties.
13. Detailed information can be found in the “Payment Methods” section of our website.
REQUIRED DOCUMENTS
14. When travelling outside Bulgaria, the CONSUMER is obliged to provide the necessary personal documents, duly issued in accordance with the laws of the destination country and the Republic of Bulgaria.
15. Required documents for international travel:
15.1. A valid international passport and medical insurance covering the travel period, where such insurance is required.
15.2. For EU countries with which Bulgaria has a visa-free regime, travel with a national identity card is possible. For countries for which a visa is required, information may be obtained from the relevant consular authorities.
15.3. For children under 18 travelling without one of their parents, a notarized declaration in Bulgarian and English from the other parent (or both parents) is required, stating their consent for the child to travel abroad. If necessary and at the discretion of the competent authorities, copies of this declaration may also be required and should therefore be carried during the program. For all programs, children under 18 must possess a valid identity document required by the respective country, with a validity period of at least 6 months beyond the return date.
15.4. For tourist packages within the European Union – a European Health Insurance Card or medical insurance covering the travel period.
15.5. Other documents, depending on the legislation of the destination country/countries.
16. In the event that the CONSUMER fails to present or presents an incorrectly completed declaration and is therefore not permitted to cross the Bulgarian border, the TOUR OPERATOR shall not delay the execution of the program for the remaining members of the group and shall not owe any penalties or compensation to the CONSUMER for the missed trip.
OBLIGATIONS OF THE PARTIES
17. The CONSUMER undertakes to pay in full and within the established deadlines the price of the tourist services described in the Contract.
18. Upon payment of the full price of the program and the requested additional services, the CONSUMER shall receive an electronic voucher.
19. The CONSUMER undertakes to comply with the laws and regulations of the country/countries visited and to leave the countries included in the trip within the legally permitted periods. Otherwise, all consequences shall be borne by the CONSUMER, and the TOUR OPERATOR shall not be liable for any costs or formalities related to the CONSUMER’s return to Bulgaria.
20. A CONSUMER who intends to travel to and stay in countries with an increased risk of infectious diseases is obliged to undergo the required preventive measures in accordance with international medical requirements.
21. In organized individual and/or group trips, the CONSUMER undertakes to arrive on time at the meeting points specified by the tour guide. Any expenses incurred by the CONSUMER due to delay or failure to appear, resulting in missing the bus, airplane, ship, train, or other means of transport, as well as the start of the respective tour/attraction, shall be entirely at the CONSUMER’s expense, regardless of the reason for the delay. In all means of transport, the CONSUMER undertakes to comply with hygiene and safety rules, including strict observance of smoking and rest break regulations.
22. The CONSUMER undertakes to comply with the maximum permitted baggage weight set by the respective bus or airline carrier. In case of exceeding this limit and upon request by the carrier, the CONSUMER shall pay the applicable excess baggage fee.
23. In the event of a trip not taking place, the CONSUMER undertakes to return the insurance certificate for the concluded insurance policy.
24. For programs involving air transport, the CONSUMER must have a personal airline ticket and/or boarding pass. The correct spelling of the CONSUMER’s names in Latin characters, in accordance with the identity documents, as well as the provision of all other required travel-related data, is mandatory. The CONSUMER bears sole responsibility for the accuracy, correctness, and completeness of the information provided. Any inconvenience or damage, including refusal of service by the carrier, resulting from incorrect or incomplete information shall be borne entirely by the CONSUMER.
25. The TOUR OPERATOR undertakes to provide, in accordance with these General Terms and Conditions and the Contract, the tourist services paid for by the CONSUMER and described above, regardless of whether such services are performed by the TOUR OPERATOR or by other tourism service providers.
25.1. The TOUR OPERATOR shall not be liable for services purchased individually by the CONSUMER on site and not through a representative of the TOUR OPERATOR.
25.2. The TOUR OPERATOR shall not be liable for damages caused by the CONSUMER to third parties during the trip.
25.3. The TOUR OPERATOR shall not be liable for non-performance of the program where this is due to reasons beyond its control, including cases where program sites cannot be visited due to circumstances independent of the TOUR OPERATOR.
26. The TOUR OPERATOR is obliged, without undue delay, to provide appropriate assistance to a traveler in difficulty, in particular by:
26.1. providing useful information regarding health services, local authorities, and access to consular assistance;
26.2. assisting the traveler in arranging intercity and/or international communications and in finding alternative travel services.
27. Where the traveler’s difficulty is caused intentionally or by negligence on the part of the traveler, the TOUR OPERATOR may require the traveler to pay a reasonable fee for the assistance provided.
28. In certain cases, the CONSUMER may be required to have insurance coverage for “Medical expenses due to illness and accident,” in which case the TOUR OPERATOR shall arrange such insurance (included in the package price or against an additional fee).
28.1. The CONSUMER shall be released from this obligation if they present a valid policy for long-term insurance covering “medical expenses due to illness and accident of the traveler,” whose validity period also covers the duration of the contract for the specific trip.
28.2. At the CONSUMER’s request, the TOUR OPERATOR may insure the CONSUMER against additional risks during the trip, subject to an additional charge.
29. For trips to countries requiring visas for Bulgarian citizens, the TOUR OPERATOR undertakes to assist the CONSUMER by providing the necessary documents (reservations, vouchers, tickets, etc.).
29.1. At the CONSUMER’s request and against the applicable additional fee, the TOUR OPERATOR shall prepare and submit the CONSUMER’s documents to the relevant diplomatic missions. In such cases, the CONSUMER is obliged to provide all documents required by the respective authority and to pay the visa fees.
29.2. Failure to provide the required documents, failure to pay the applicable fees, or failure to appear in person at the relevant diplomatic mission for an interview, if required, shall be considered a cancellation of the trip due to the CONSUMER’s fault.
29.3. The issuance of visas for the respective country is within the sole competence of the relevant diplomatic mission and is not guaranteed by the TOUR OPERATOR.
29.4. In the event of a visa refusal by the relevant diplomatic mission, the visa fees paid shall remain at the CONSUMER’s expense, as well as a technical processing fee of BGN 100, unless otherwise required (e.g. prepayment of the first overnight stay).
AMENDMENT OF THE CONTRACT AT THE INITIATIVE OF THE TOUR OPERATOR
30. Where, prior to the commencement of the performance of the package travel contract, the TOUR OPERATOR makes a significant change to any of the essential terms of the contract, it shall immediately notify the CONSUMER thereof.
30.1. “Essential terms” of the package travel contract include: the price, the dates of departure and arrival, the duration of the stay, the travel itinerary, the type of transport used, the location, type and category of accommodation, the specific requirements of the CONSUMER accepted by the TOUR OPERATOR, as well as other terms pursuant to Article 82, para. 1, item 1 of the Tourism Act.
30.2. Replacement of a hotel or catering and entertainment establishment with one of the same or higher category or class shall not be considered a significant amendment to the Contract.
31. The CONSUMER shall have the right to:
31.1.a. accept the proposed amendments, which shall be confirmed by an addendum to the contract specifying their impact on the price; or
31.1.b. withdraw from the contract without owing any penalty or compensation.
31.2. The CONSUMER must notify the TOUR OPERATOR of their decision within 3 (three) days of receipt of the notification under the preceding article, but no later than the start date of the trip.
31.3. If the CONSUMER fails to notify the TOUR OPERATOR of their decision within the 3-day period referred to above, the TOUR OPERATOR shall consider the proposed amendments accepted, and the CONSUMER shall lose the right to withdraw from the contract without owing any penalty or compensation.
32. In the event that the CONSUMER chooses to withdraw from the contract pursuant to the preceding article, the CONSUMER shall have the right to:
32.1. accept another package of the same or higher quality, where the TOUR OPERATOR is able to offer such a package; or
32.2. accept a package of lower quality, in which case the TOUR OPERATOR or the travel agent shall refund to the CONSUMER the price difference between the cancelled and the offered trip; or
32.3. transfer their rights under the package travel contract to a third party, excluding non-transferable rights (such as visas, certificates, etc.) and rights whose transfer requires the consent of persons other than the TOUR OPERATOR; or
32.4. receive a refund of all amounts paid under the contract within 7 (seven) days from the date on which the TOUR OPERATOR received the notice of withdrawal.
33. The TOUR OPERATOR shall have the right to increase the price of the package travel contract solely in the event of an increase in:
33.1. the cost of passenger transport resulting from changes in fuel prices or other energy sources;
33.2. the amount of taxes or fees applicable to the travel services included in the contract, imposed by a third party not directly involved in the performance of the package, including tourist taxes, landing fees, or embarkation and disembarkation fees at ports and airports; or
33.3. the exchange rates relevant to the package travel contract.
34. In the event of a price change:
34.1. any price increase must be economically justified and correspond to the increased costs;
34.2. the price shall be increased only by the amount corresponding to the increase in the cost of the service provided by the TOUR OPERATOR since the conclusion of the contract, without increasing the profit;
34.3. a price increase exceeding 8% shall be considered a significant amendment to the contract;
34.4. the TOUR OPERATOR shall notify the CONSUMER of the price increase no later than 20 days prior to the start date of the package, on a durable medium, and the notification shall include a clear and understandable justification for the increase;
34.5. the CONSUMER shall be entitled to a corresponding price reduction if the cost elements referred to in Article 33 have decreased.
35. The TOUR OPERATOR reserves the right to make changes to the departure time and place and the arrival time where required by road conditions or the conduct of the carrier.
36. The TOUR OPERATOR may change the accommodation agreed with the CONSUMER where, for reasons beyond its control, overnight stays at such accommodation are impossible. In such cases, the TOUR OPERATOR guarantees accommodation of equivalent or higher standard and location.
37. In the case of organized group travel, the TOUR OPERATOR reserves the right to change the order of execution of the program where this is necessary for its better implementation.
38. The TOUR OPERATOR shall have the right to amend other non-essential terms of the contract where this is required in the interests of the CONSUMERS.
39. Where, during the trip, the performance of a significant part of the services becomes impossible, the TOUR OPERATOR shall take all appropriate measures to continue the trip without additional cost to the CONSUMER and shall compensate the CONSUMER where there is a difference between the agreed and the actually provided services.
Where it is not possible to take appropriate measures under the preceding sentence, or where such measures are not accepted by the CONSUMER for justified reasons, the TOUR OPERATOR shall be obliged to:
39.1. provide transport to the point of departure or to another agreed location, without additional cost to the CONSUMER; and
39.2. compensate the CONSUMER for the damages suffered.
Where the impossibility to continue the trip is due to reasons attributable to the CONSUMER, the TOUR OPERATOR shall have the obligations under this article, but the costs shall be borne by the CONSUMER.
AMENDMENT OF THE CONTRACT AT THE INITIATIVE OF THE CONSUMER
40. If, at the request of the CONSUMER, amendments to the contract or the travel conditions are required after the contract has been confirmed, the CONSUMER shall compensate the TOUR OPERATOR for any additional costs incurred as a result of such amendments.
41. For minor amendments, only a processing fee of BGN 40 per package shall be charged.
42. Within a reasonable period prior to the commencement of the performance of the package travel contract, but no later than 7 (seven) days before the departure date, the CONSUMER shall have the right to transfer their rights under the package to a third party, provided that the TOUR OPERATOR has been notified in advance of the change. The transfer shall take effect upon the conclusion of a new contract between the third party and the TOUR OPERATOR, unless otherwise agreed in the individual contract. Any additional costs arising from the transfer shall be paid by the CONSUMER upon conclusion of the contract.
43. The transfer may be refused if the third party does not meet the travel requirements, if their participation is contrary to legal provisions or public morals, or if the additional costs arising from the transfer have not been paid. The CONSUMER and the third party shall be jointly and severally liable to the TOUR OPERATOR for the performance of the obligations under the contract.
44. Upon conclusion of the contract, the third party declares that they accept the transfer, fully agree with the terms of the contract and its annexes, and confirm that they have been informed of the travel details prior to accepting the transfer.
45. The confirmed price of an airline ticket is linked to its immediate issuance. In the event of any change, additional costs shall be calculated and charged separately, in accordance with the policies of the respective airline. This also applies to the total price where flights are combined with ground transportation.
46. All amendments and cancellations of the trip shall be documented on a durable medium.
ACCOMMODATION TERMS AND CONDITIONS
47. These rules apply to the “accommodation” service, regardless of whether it is offered separately or as part of a package travel contract. The rules applicable to package travel shall apply accordingly to hotel accommodation, unless otherwise agreed.
48. In its public offers and contracts with the CONSUMER, the TOUR OPERATOR presents and agrees on accommodation, catering, and transport categories/classes as classified under the official categorization systems of the countries in which they are located.
49. Reservations made within 7 (seven) calendar days prior to the planned date of the tourist service are possible only subject to availability. In such cases, the CONSUMER must pay the full price of the reserved tourist service at the time of booking for it to be binding on the parties.
50. Accommodation prices:
50.1. The base price in each offer applies to a CONSUMER accommodated in a standard bed in a double room, unless otherwise stated.
50.2. A supplement for a single room or a discount for a child or an extra bed may be applied only if a price for such accommodation is explicitly stated in the respective offer.
50.3. The third bed is an extra bed and, in most hotels, is a fold-out sofa, primarily suitable for use by children.
51. The CONSUMER should be aware that check-in and check-out times at tourist accommodation facilities, as well as the accommodation of pets, are subject to the terms and conditions of the respective facility. The CONSUMER is obliged to familiarize themselves with these conditions prior to booking. The TOUR OPERATOR shall not be liable for issues related to the accommodation of pets if such arrangements have not been confirmed in writing during the booking process, nor for any penalties arising from late check-out from the accommodation facilities.
52. The TOUR OPERATOR shall not be liable if:
52.1. a sea-view room is partially obstructed by trees or other vegetation;
52.2. a hotel described as being located on the first line of the coast is separated from the beach by a promenade, path, or road.
CANCELLATIONS AND PENALTIES
53. If the CONSUMER has paid a deposit but fails to make the remaining payments within the deadlines specified in the contract, the package shall be deemed cancelled due to the CONSUMER’s fault.
54. For package travel, the TOUR OPERATOR reserves the right to cancel without prior notice the trip of any CONSUMER whose behavior poses a danger, causes stress, damage, or disturbance to other participants, involves criminal conduct, causes serious inconvenience to the TOUR OPERATOR’s staff or partners, or otherwise makes the smooth execution of the trip impossible. In such cases, the TOUR OPERATOR owes no explanation, penalty, or compensation to the CONSUMER at fault.
55. In the case of organized group travel, the TOUR OPERATOR may cancel the trip if the minimum number of participants specified in the contract is not reached or if the cancellation is due to force majeure (including but not limited to military actions, terrorist acts, strikes, epidemics, natural disasters, etc.).
56. In such cases, the TOUR OPERATOR shall not be liable for the performance of the contract and shall refund to the CONSUMER all amounts paid, excluding any non-refundable expenses incurred (such as non-refundable deposits, paid insurance premiums, penalties for returned tickets, visa fees, etc.). Such non-refundable expenses shall be evidenced by duly executed documents.
57. Where the trip cannot be carried out due to an insufficient number of registered participants, the TOUR OPERATOR shall notify the registered CONSUMERS, through the persons who signed the contract, within the following time limits:
57.1. at least 20 days before the start of the package, for trips lasting more than 6 days;
57.2. at least 7 days before the start of the package, for trips lasting between 2 and 6 days;
57.3. at least 48 hours before the start of the package, for trips lasting less than 2 days.
58. The TOUR OPERATOR shall not be liable for non-performance or improper performance of this contract and shall owe no penalties where such failure is due to:
58.1. the CONSUMER, including failure to appear at the designated place and time of departure;
58.2. acts of a third party unrelated to the performance of the contract, which could not be foreseen or avoided;
58.3. tourist and other ancillary services supplementing the travel program, performed by third parties and documented separately, as well as transport services documented by separate tickets (including ferry tickets, regular bus service tickets, railway tickets, etc.);
58.4. force majeure or events which could not be foreseen or avoided by the TOUR OPERATOR or its contractors while acting in good faith. Force majeure events include, but are not limited to: delays at border checkpoints, adverse road conditions, strikes by airlines, ferry companies, or other operators, extended inspections by border control authorities, provision of medical assistance to a group participant, and other exceptional circumstances. In such cases, the TOUR OPERATOR reserves the right to amend the program and act according to the specific situation without owing penalties.
59. The liability of the TOUR OPERATOR for damages suffered by the CONSUMER as a result of non-performance of the package travel contract shall be limited as follows:
59.1. the TOUR OPERATOR shall be liable for damages up to a maximum of three (3) times the value of the package travel contract calculated per tourist;
59.2. where the liability of the TOUR OPERATOR’s contractors for damages resulting from non-performance or improper performance of services under the contract is limited by international conventions ratified, promulgated, and in force for the Republic of Bulgaria, the liability of the TOUR OPERATOR shall be limited accordingly.
60. The TOUR OPERATOR shall not be liable to the tourist in cases of deterioration of the tourist’s health during the program. The TOUR OPERATOR’s responsibility is limited to providing the opportunity to conclude travel insurance covering “Travel Assistance Abroad,” with appropriate limits for accidents, rescue costs, and medical expenses.
In the event of cancellation of the trip or termination/cancellation of the contract due to the CONSUMER’s fault, unless otherwise stated in the offer and/or agreed in the individual contract, the TOUR OPERATOR shall refund the amount paid for the trip, subject to the following deductions:
60.1. Air travel programs
The TOUR OPERATOR shall retain the value of the issued airline ticket (if any) and additionally apply the following cancellation fees:
60.1.a. from the date of contract signing up to 90 calendar days before the departure date – a fee of BGN 100 per tourist;
60.1.b. from 89 to 60 calendar days before the departure date – 100% of the paid deposit or 50% of the package price, whichever is higher;
60.1.c. from 59 to 15 calendar days before the departure date – 75% of the total package price;
60.1.d. fewer than 14 calendar days before the date of the first service – 100% of the total package price.
60.2. Bus and other programs or hotel reservations
60.2.a. from the date of contract signing up to 90 calendar days before the date of the first service – 10% of the package price, but not less than BGN 35 per tourist;
60.2.b. from 89 to 60 calendar days before the date of the first service – 30% of the total package price;
60.2.c. from 59 to 15 calendar days before the date of the first service – 50% of the total package price;
60.2.d. fewer than 14 calendar days before the date of the first service – 100% of the total package price.
61. In the event of cancellation of the trip and termination of the contract by the TOUR OPERATOR, the TOUR OPERATOR shall refund the amount paid for the trip. Where the cancellation is due to the TOUR OPERATOR’s fault, the TOUR OPERATOR shall additionally pay the following penalties:
61.1. from the day following the signing of the contract up to 60 calendar days before the departure date – 2% of the package price;
61.2. from 59 to 30 calendar days before the departure date – 3% of the package price;
61.3. from 29 to 14 calendar days before the departure date – 5% of the package price;
61.4. fewer than 14 calendar days before the departure date – 7% of the package price.
62. In the event of trip cancellation due to a cancelled flight operated by low-cost airlines, the CONSUMER shall bear part of the risk of the failed trip. The TOUR OPERATOR shall refund the amount paid for the trip, retaining the incurred non-refundable expenses (such as non-refundable accommodation deposits, fees, and other costs), up to a maximum of BGN 500 per tourist.
63. By signing the General Terms and Conditions to the package travel contract, the CONSUMER declares that they have been informed of the possibility to conclude travel cancellation insurance (“Trip Cancellation Insurance”).
COMPLAINTS AND COMPENSATION
64. The TOUR OPERATOR shall be responsible for the performance of the travel services included in the package travel contract, regardless of whether such services are performed by the TOUR OPERATOR or by other travel service providers.
65. All complaints must be submitted by the tourist at the place where the non-conformity occurs or without undue delay to the TOUR OPERATOR or its representative/service provider. The CONSUMER shall draw up a written report describing the complaints, which shall be submitted to the TOUR OPERATOR.
66. The TOUR OPERATOR shall take all reasonable measures to identify and remedy any lack of conformity between the service provided and the terms agreed in the package travel contract.
67. Where the CONSUMER remains dissatisfied, the TOUR OPERATOR shall provide the opportunity to seek compensation by submitting a complaint in written or oral form within 14 days of discovering the lack of conformity.
68. The CONSUMER shall submit to the TOUR OPERATOR/TRAVEL AGENT a written complaint using the prescribed form (or an oral complaint, recorded in writing by an employee of the TOUR OPERATOR/TRAVEL AGENT), together with the drawn-up incident report signed by a representative of the TOUR OPERATOR, a copy of the contract, and any other documents substantiating the claim as to its grounds and amount.
69. The TOUR OPERATOR undertakes to respond in writing within 30 calendar days from the submission of the complaint.
70. Where the TOUR OPERATOR is liable for damages caused by the actions of its contractors, the CONSUMER shall be obliged to cooperate with the TOUR OPERATOR in asserting the TOUR OPERATOR’s claims against the respective contractor.
70.1. Where the TOUR OPERATOR is liable for damages caused by the actions of its contractors, any compensation received by the CONSUMER from the contractor shall be deducted from the amount due from the TOUR OPERATOR on the same grounds.
70.2. This rule shall also apply in cases of liability for refunding paid amounts where the CONSUMER has already received such amounts from a contractor of the TOUR OPERATOR as compensation for the non-performed service for which a refund is due.
71. The TOUR OPERATOR shall not be liable for damages suffered by the CONSUMER as a result of non-conformity between the package travel contract and the service provided where:
71.1. the TOUR OPERATOR was not notified in a timely manner by the CONSUMER;
71.2. the TOUR OPERATOR was notified but remedied the lack of conformity before any damage occurred to the CONSUMER;
71.3. remedying the lack of conformity was impossible;
71.4. remedying the lack of conformity would have entailed disproportionate costs, taking into account the extent of the lack of conformity and the value of the affected travel services;
71.5. the lack of conformity is attributable to the traveler.
AMENDMENTS AND SUPPLEMENTS
72. This contract may be amended, supplemented, or terminated only by means of bilateral written addenda and in compliance with the provisions of the Bulgarian Tourism Act.
73. Should the CONSUMER wish to contact a representative of the TOUR OPERATOR on site during the execution of the trip, including in cases where the CONSUMER is a minor, the emergency telephone numbers published on the TOUR OPERATOR’s website or the following e-mail address may be used: support@valeotravel.net
.
74. The written form shall be deemed complied with both in the case of traditional written documents and in the case of correspondence conducted via e-mail or fax, provided that such correspondence is sent to the following addresses and contact details:
74.1. for the TOUR OPERATOR:
Address: 21–23 Mayor Parvan Toshev Str., Strelbishte Residential Area, Triaditsa District, Sofia 1404, Republic of Bulgaria
E-mail: support@valeotravel.net
74.2. for the CONSUMER – the contact details provided by the CONSUMER in the package travel contract or through other correspondence exchanged between the parties, including electronic communication.
75. For matters not expressly regulated in this contract, the provisions of the Bulgarian Tourism Act, the Commercial Act, the Obligations and Contracts Act, and the remaining applicable legislation of the Republic of Bulgaria shall apply.
76. In the event of a dispute between the parties, the TOUR OPERATOR undertakes to take measures for the voluntary settlement of the dispute, including through complaints, notifications, claims, petitions, and other submissions made by the CONSUMERS to the TOUR OPERATOR.
If the CONSUMER is not satisfied with the outcome of the complaint procedure, they may refer the dispute to the following institution for alternative dispute resolution:
General Conciliation Commission at the Consumer Protection Commission (CPC)
Address: 4A Slaveykov Square, Sofia 1000, Republic of Bulgaria
Tel.: +359 2 9330 517
E-mail: adr.sofia@kzp.bg
77. The CONSUMER may also use the European Commission’s Online Dispute Resolution (ODR) platform, available at:
http://ec.europa.eu/odr
78. In the event that the parties are unable to resolve a dispute amicably or through out-of-court settlement, the competent Bulgarian court shall have jurisdiction, applying the relevant provisions of Bulgarian law.
Published on January 01, 2026
SCOPE
These General Terms and Conditions govern the provision of the tourist package service for groups or individuals, as well as the provision of individual services – hotel accommodation by "VALEO TRAVEL" Ltd., with UIC 131486487, with head office and management address in Sofia, 1404, Triaditsa district, Strelbishte residential complex, 12 Boyanski Waterfall St., bl. 26, phone: 02-866-16-49; 02-963-09-09, email: support@valeotravel.net, website: https://valeotravel.net/ - where you can find any information about the company, the general terms, contracts, etc.
General Concepts:
In the texts of the General Terms and Conditions hereinafter, "VALEO TRAVEL" Ltd. is presented as the "TOUR OPERATOR," and the users of the tourist package service, whether in groups or individually, are referred to as "CONSUMER."
Website - internet resource accessible through the domains valeotravel.net and niamavreme.bg, owned by and administered by "Valeo Travel" Ltd., with UIC 131486487;
Browser - software application used to reproduce documents with hypermedia and web navigation (website), displaying and interacting with text, images, video, music, games, and other information;
Client/consumer/buyer – is a natural or legal person using the tourist services provided by the Tour Operator through the signing of a tourist contract;
Internet portal - a complete product that allows users to access diverse information through hyperlinks to resources located on the server of the Tour Operator or other servers beyond its control;
Interface - a set of hardware, software, and design tools necessary for users to exchange information and communicate between different devices;
Electronic link - a connection marked on a specific web page that allows automated forwarding to another web page, information resource, or object through standardized protocols.
Selling price is the price announced alongside each offer for tourist services in Bulgarian lev, including value-added tax, except for those services explicitly described in the offer that are not included in the announced price.
An individual contract is concluded between the TOUR OPERATOR and one or more CONSUMERS, and it is also possible to be concluded for the benefit of consumers from a third party. It contains the terms of the offer under which the CONSUMER has ordered services, along with a confirming email (containing the number of vouchers for the main package and additional services if the consumer has chosen any) and other specific requirements of the CONSUMER. The individual contract is supplemented by these General Terms and Conditions (GTC).
The term "Excursion" in the tourist program means such a tourist package where individual and/or group tourists visit one or several populated areas for the purpose of getting to know the cultural and historical heritage of the respective destination(s) and stay overnight in one or several populated areas, with/or without included guided service.
The term "Vacation" in the tourist program means such a tourist package where, for a significant part of the period, the tourist is accommodated in one place for the purpose of rest, without mandatory guided service and with the possibility of additional tourist services to get to know nearby populated areas.
PUBLIC OFFER
The TOUR OPERATOR directly or through its agents provides preliminary information to CONSUMERS about the tourist packages and services offered by it or its partners. This information is disseminated on the TOUR OPERATOR's website - https://valeotravel.net/.
The TOUR OPERATOR is bound by its offer under the previous article until the predefined places for registration are filled or until the occurrence of other conditions expressly provided in the offer. The TOUR OPERATOR may change the conditions in the offer exceptionally when the interests of the CONSUMERS require it. The changes will be reflected on the TOUR OPERATOR's website.
RESERVATION AND REGISTRATION
The reservation represents a written statement from the CONSUMER expressing the desire to register for a specific trip offered by the TOUR OPERATOR and is made through:
• A request via the TOUR OPERATOR's reservation system at valeotravel.net. The TOUR OPERATOR is not responsible for the accuracy of the information provided by the CONSUMER, nor for any other errors in the reservation that result from the CONSUMER's behavior or from unavoidable and extraordinary circumstances.
The reservation is negotiated between the TOUR OPERATOR and the CONSUMER - party to this contract, with the latter assuming the obligation to inform all third parties benefiting from this contract, if applicable. The CONSUMER – party to this contract, declares that they are authorized by the third parties - tourists, to register them for the trip under this contract and to express consent for the processing of their personal data when necessary.
Reservation made through the TOUR OPERATOR's website
4.1. Reservations on the site valeotravel.net are made by reviewing the desired tourist offer on the respective page, and the user indicates their desire to use the desired offer (service) by clicking the "Reserve" button found on each offer.
4.2. The request for reservation of the desired offer using the "Reserve" button can only be made if the offer is valid. When making a reservation request through the "Reserve" button, the user must sequentially enter the following:
• The user must register or log into the information platform using their personal email address and password and/or through the provided login/registration with secure access via a social network like Facebook, etc.;
• Select a payment system/method for paying for the purchased service and make a money transfer for the respective amount. Commissions and fees from banks are additionally paid by the CONSUMER at the tariffs of the respective transaction correspondent. When filling in the information in this point, the CONSUMER will be assisted by the written explanations provided on the payment system they selected, and if necessary, may seek assistance from the website administrators who support the payment system.
• Explicitly confirm their agreement after reviewing and accepting these General Terms and Conditions of the TOUR OPERATOR, as well as the conditions of the proposed tourist offer, through the provided means; by marking in the field "I agree and accept the general terms of the site," in their request, the CONSUMER defines the variables (selectable) elements of the accommodation/travel according to their requirements and according to the available options for selection for the specific accommodation/travel. Submitting the online application constitutes an offer to conclude a contract by the CONSUMER.
• The confirmation of the paid reservation/reservation form together with these General Terms constitutes the contract concluded with the CONSUMER for accommodation/tourist package.
• The contract is considered concluded from the moment the payment is sent and the confirmation of the paid reservation/reservation form is received from the CONSUMER. The place of conclusion of the contract is considered the registered office address of Valeo Travel.
• The CONSUMER has the right to receive a paper contract if requested via email.
• The CONSUMER is obliged to enter through the website's interface their information and that of the accompanying travelers as soon as possible after receiving the payment confirmation for the requested service and the invitation to enter the data. If the timely reservation of the services ordered by the CONSUMER fails due to delays in entering the data by the CONSUMER, the responsibility for any subsequent price increases or unavailability falls on the CONSUMER.
5. Before the conclusion of the tourist package contract:
5.1. The CONSUMER is obliged to declare in writing to the TOUR OPERATOR at the conclusion of the contract if the service will be used by tourists with disabilities or limited mobility.
5.2. If the CONSUMER has specific needs or requirements that go beyond the scope of the offered package, regarding food, accommodation, means of transportation, and others, they must present them when filling out the travel contract. The TOUR OPERATOR assesses whether they can commit to fulfilling them.
5.3. In the event that the CONSUMER does not fulfill their obligations under 5.1. and 5.2., the TOUR OPERATOR has the right to refuse to take into account any undeclared facts and circumstances and not to consider them in the execution of the contract.
5.3.a. The tourist package contract includes a basic package of prepaid services covered by the price of the trip and additional services included at the request of each CONSUMER.
5.3.b. Unless otherwise agreed, it is assumed that additional services should be requested and prepaid by the CONSUMER no later than 7 days before the start of the trip, unless otherwise agreed.
5.3.c. The price of the trip does not include the following expenses: the cost of entry tickets for tourist sites, museums, boats, ferries, the use of public transport in some cities, and consumed beverages on buses or airplanes (unless otherwise stated in the program of the specific excursion/vacation).
PRICES, DISCOUNTS AND PAYMENT
6. The terms and conditions of each program include the prices of the tourist services covered therein. All announced prices are in Euro (EUR).
7. Additional tourist services requested separately after booking the main tourist package may be offered at a higher price than when they are included in the package.
8. Depending on the conditions of the offer, payment of the price may be made as a single payment or in installments, in cash, by bank transfer, or by credit/debit card, either at the office or online through the TOUR OPERATOR’s information platform.
9. The available options for installment payments are described in detail separately for each offer/program.
10. After requesting a service through the Website interface, the CONSUMER is obliged to pay the deposit specified in the respective offer for the described services. Otherwise, the Contract shall not be considered concluded.
11. The remaining balance of the total amount must be paid no later than 30 days prior to the date of the first service, unless otherwise agreed. In case of failure by the CONSUMER to pay the full amount within the specified period, the contract shall be deemed cancelled due to the CONSUMER’s fault.
12. In case of last-minute bookings, the full amount must be paid at the time of reservation. This also applies to any changes to the booking and applicable penalties.
13. Detailed information can be found in the “Payment Methods” section of our website.
REQUIRED DOCUMENTS
14. When travelling outside Bulgaria, the CONSUMER is obliged to provide the necessary personal documents, duly issued in accordance with the laws of the destination country and the Republic of Bulgaria.
15. Required documents for international travel:
15.1. A valid international passport and medical insurance covering the travel period, where such insurance is required.
15.2. For EU countries with which Bulgaria has a visa-free regime, travel with a national identity card is possible. For countries for which a visa is required, information may be obtained from the relevant consular authorities.
15.3. For children under 18 travelling without one of their parents, a notarized declaration in Bulgarian and English from the other parent (or both parents) is required, stating their consent for the child to travel abroad. If necessary and at the discretion of the competent authorities, copies of this declaration may also be required and should therefore be carried during the program. For all programs, children under 18 must possess a valid identity document required by the respective country, with a validity period of at least 6 months beyond the return date.
15.4. For tourist packages within the European Union – a European Health Insurance Card or medical insurance covering the travel period.
15.5. Other documents, depending on the legislation of the destination country/countries.
16. In the event that the CONSUMER fails to present or presents an incorrectly completed declaration and is therefore not permitted to cross the Bulgarian border, the TOUR OPERATOR shall not delay the execution of the program for the remaining members of the group and shall not owe any penalties or compensation to the CONSUMER for the missed trip.
OBLIGATIONS OF THE PARTIES
17. The CONSUMER undertakes to pay in full and within the established deadlines the price of the tourist services described in the Contract.
18. Upon payment of the full price of the program and the requested additional services, the CONSUMER shall receive an electronic voucher.
19. The CONSUMER undertakes to comply with the laws and regulations of the country/countries visited and to leave the countries included in the trip within the legally permitted periods. Otherwise, all consequences shall be borne by the CONSUMER, and the TOUR OPERATOR shall not be liable for any costs or formalities related to the CONSUMER’s return to Bulgaria.
20. A CONSUMER who intends to travel to and stay in countries with an increased risk of infectious diseases is obliged to undergo the required preventive measures in accordance with international medical requirements.
21. In organized individual and/or group trips, the CONSUMER undertakes to arrive on time at the meeting points specified by the tour guide. Any expenses incurred by the CONSUMER due to delay or failure to appear, resulting in missing the bus, airplane, ship, train, or other means of transport, as well as the start of the respective tour/attraction, shall be entirely at the CONSUMER’s expense, regardless of the reason for the delay. In all means of transport, the CONSUMER undertakes to comply with hygiene and safety rules, including strict observance of smoking and rest break regulations.
22. The CONSUMER undertakes to comply with the maximum permitted baggage weight set by the respective bus or airline carrier. In case of exceeding this limit and upon request by the carrier, the CONSUMER shall pay the applicable excess baggage fee.
23. In the event of a trip not taking place, the CONSUMER undertakes to return the insurance certificate for the concluded insurance policy.
24. For programs involving air transport, the CONSUMER must have a personal airline ticket and/or boarding pass. The correct spelling of the CONSUMER’s names in Latin characters, in accordance with the identity documents, as well as the provision of all other required travel-related data, is mandatory. The CONSUMER bears sole responsibility for the accuracy, correctness, and completeness of the information provided. Any inconvenience or damage, including refusal of service by the carrier, resulting from incorrect or incomplete information shall be borne entirely by the CONSUMER.
25. The TOUR OPERATOR undertakes to provide, in accordance with these General Terms and Conditions and the Contract, the tourist services paid for by the CONSUMER and described above, regardless of whether such services are performed by the TOUR OPERATOR or by other tourism service providers.
25.1. The TOUR OPERATOR shall not be liable for services purchased individually by the CONSUMER on site and not through a representative of the TOUR OPERATOR.
25.2. The TOUR OPERATOR shall not be liable for damages caused by the CONSUMER to third parties during the trip.
25.3. The TOUR OPERATOR shall not be liable for non-performance of the program where this is due to reasons beyond its control, including cases where program sites cannot be visited due to circumstances independent of the TOUR OPERATOR.
26. The TOUR OPERATOR is obliged, without undue delay, to provide appropriate assistance to a traveler in difficulty, in particular by:
26.1. providing useful information regarding health services, local authorities, and access to consular assistance;
26.2. assisting the traveler in arranging intercity and/or international communications and in finding alternative travel services.
27. Where the traveler’s difficulty is caused intentionally or by negligence on the part of the traveler, the TOUR OPERATOR may require the traveler to pay a reasonable fee for the assistance provided.
28. In certain cases, the CONSUMER may be required to have insurance coverage for “Medical expenses due to illness and accident,” in which case the TOUR OPERATOR shall arrange such insurance (included in the package price or against an additional fee).
28.1. The CONSUMER shall be released from this obligation if they present a valid policy for long-term insurance covering “medical expenses due to illness and accident of the traveler,” whose validity period also covers the duration of the contract for the specific trip.
28.2. At the CONSUMER’s request, the TOUR OPERATOR may insure the CONSUMER against additional risks during the trip, subject to an additional charge.
29. For trips to countries requiring visas for Bulgarian citizens, the TOUR OPERATOR undertakes to assist the CONSUMER by providing the necessary documents (reservations, vouchers, tickets, etc.).
29.1. At the CONSUMER’s request and against the applicable additional fee, the TOUR OPERATOR shall prepare and submit the CONSUMER’s documents to the relevant diplomatic missions. In such cases, the CONSUMER is obliged to provide all documents required by the respective authority and to pay the visa fees.
29.2. Failure to provide the required documents, failure to pay the applicable fees, or failure to appear in person at the relevant diplomatic mission for an interview, if required, shall be considered a cancellation of the trip due to the CONSUMER’s fault.
29.3. The issuance of visas for the respective country is within the sole competence of the relevant diplomatic mission and is not guaranteed by the TOUR OPERATOR.
29.4. In the event of a visa refusal by the relevant diplomatic mission, the visa fees paid shall remain at the CONSUMER’s expense, as well as a technical processing fee of BGN 100, unless otherwise required (e.g. prepayment of the first overnight stay).
AMENDMENT OF THE CONTRACT AT THE INITIATIVE OF THE TOUR OPERATOR
30. Where, prior to the commencement of the performance of the package travel contract, the TOUR OPERATOR makes a significant change to any of the essential terms of the contract, it shall immediately notify the CONSUMER thereof.
30.1. “Essential terms” of the package travel contract include: the price, the dates of departure and arrival, the duration of the stay, the travel itinerary, the type of transport used, the location, type and category of accommodation, the specific requirements of the CONSUMER accepted by the TOUR OPERATOR, as well as other terms pursuant to Article 82, para. 1, item 1 of the Tourism Act.
30.2. Replacement of a hotel or catering and entertainment establishment with one of the same or higher category or class shall not be considered a significant amendment to the Contract.
31. The CONSUMER shall have the right to:
31.1.a. accept the proposed amendments, which shall be confirmed by an addendum to the contract specifying their impact on the price; or
31.1.b. withdraw from the contract without owing any penalty or compensation.
31.2. The CONSUMER must notify the TOUR OPERATOR of their decision within 3 (three) days of receipt of the notification under the preceding article, but no later than the start date of the trip.
31.3. If the CONSUMER fails to notify the TOUR OPERATOR of their decision within the 3-day period referred to above, the TOUR OPERATOR shall consider the proposed amendments accepted, and the CONSUMER shall lose the right to withdraw from the contract without owing any penalty or compensation.
32. In the event that the CONSUMER chooses to withdraw from the contract pursuant to the preceding article, the CONSUMER shall have the right to:
32.1. accept another package of the same or higher quality, where the TOUR OPERATOR is able to offer such a package; or
32.2. accept a package of lower quality, in which case the TOUR OPERATOR or the travel agent shall refund to the CONSUMER the price difference between the cancelled and the offered trip; or
32.3. transfer their rights under the package travel contract to a third party, excluding non-transferable rights (such as visas, certificates, etc.) and rights whose transfer requires the consent of persons other than the TOUR OPERATOR; or
32.4. receive a refund of all amounts paid under the contract within 7 (seven) days from the date on which the TOUR OPERATOR received the notice of withdrawal.
33. The TOUR OPERATOR shall have the right to increase the price of the package travel contract solely in the event of an increase in:
33.1. the cost of passenger transport resulting from changes in fuel prices or other energy sources;
33.2. the amount of taxes or fees applicable to the travel services included in the contract, imposed by a third party not directly involved in the performance of the package, including tourist taxes, landing fees, or embarkation and disembarkation fees at ports and airports; or
33.3. the exchange rates relevant to the package travel contract.
34. In the event of a price change:
34.1. any price increase must be economically justified and correspond to the increased costs;
34.2. the price shall be increased only by the amount corresponding to the increase in the cost of the service provided by the TOUR OPERATOR since the conclusion of the contract, without increasing the profit;
34.3. a price increase exceeding 8% shall be considered a significant amendment to the contract;
34.4. the TOUR OPERATOR shall notify the CONSUMER of the price increase no later than 20 days prior to the start date of the package, on a durable medium, and the notification shall include a clear and understandable justification for the increase;
34.5. the CONSUMER shall be entitled to a corresponding price reduction if the cost elements referred to in Article 33 have decreased.
35. The TOUR OPERATOR reserves the right to make changes to the departure time and place and the arrival time where required by road conditions or the conduct of the carrier.
36. The TOUR OPERATOR may change the accommodation agreed with the CONSUMER where, for reasons beyond its control, overnight stays at such accommodation are impossible. In such cases, the TOUR OPERATOR guarantees accommodation of equivalent or higher standard and location.
37. In the case of organized group travel, the TOUR OPERATOR reserves the right to change the order of execution of the program where this is necessary for its better implementation.
38. The TOUR OPERATOR shall have the right to amend other non-essential terms of the contract where this is required in the interests of the CONSUMERS.
39. Where, during the trip, the performance of a significant part of the services becomes impossible, the TOUR OPERATOR shall take all appropriate measures to continue the trip without additional cost to the CONSUMER and shall compensate the CONSUMER where there is a difference between the agreed and the actually provided services.
Where it is not possible to take appropriate measures under the preceding sentence, or where such measures are not accepted by the CONSUMER for justified reasons, the TOUR OPERATOR shall be obliged to:
39.1. provide transport to the point of departure or to another agreed location, without additional cost to the CONSUMER; and
39.2. compensate the CONSUMER for the damages suffered.
Where the impossibility to continue the trip is due to reasons attributable to the CONSUMER, the TOUR OPERATOR shall have the obligations under this article, but the costs shall be borne by the CONSUMER.
AMENDMENT OF THE CONTRACT AT THE INITIATIVE OF THE CONSUMER
40. If, at the request of the CONSUMER, amendments to the contract or the travel conditions are required after the contract has been confirmed, the CONSUMER shall compensate the TOUR OPERATOR for any additional costs incurred as a result of such amendments.
41. For minor amendments, only a processing fee of BGN 40 per package shall be charged.
42. Within a reasonable period prior to the commencement of the performance of the package travel contract, but no later than 7 (seven) days before the departure date, the CONSUMER shall have the right to transfer their rights under the package to a third party, provided that the TOUR OPERATOR has been notified in advance of the change. The transfer shall take effect upon the conclusion of a new contract between the third party and the TOUR OPERATOR, unless otherwise agreed in the individual contract. Any additional costs arising from the transfer shall be paid by the CONSUMER upon conclusion of the contract.
43. The transfer may be refused if the third party does not meet the travel requirements, if their participation is contrary to legal provisions or public morals, or if the additional costs arising from the transfer have not been paid. The CONSUMER and the third party shall be jointly and severally liable to the TOUR OPERATOR for the performance of the obligations under the contract.
44. Upon conclusion of the contract, the third party declares that they accept the transfer, fully agree with the terms of the contract and its annexes, and confirm that they have been informed of the travel details prior to accepting the transfer.
45. The confirmed price of an airline ticket is linked to its immediate issuance. In the event of any change, additional costs shall be calculated and charged separately, in accordance with the policies of the respective airline. This also applies to the total price where flights are combined with ground transportation.
46. All amendments and cancellations of the trip shall be documented on a durable medium.
ACCOMMODATION TERMS AND CONDITIONS
47. These rules apply to the “accommodation” service, regardless of whether it is offered separately or as part of a package travel contract. The rules applicable to package travel shall apply accordingly to hotel accommodation, unless otherwise agreed.
48. In its public offers and contracts with the CONSUMER, the TOUR OPERATOR presents and agrees on accommodation, catering, and transport categories/classes as classified under the official categorization systems of the countries in which they are located.
49. Reservations made within 7 (seven) calendar days prior to the planned date of the tourist service are possible only subject to availability. In such cases, the CONSUMER must pay the full price of the reserved tourist service at the time of booking for it to be binding on the parties.
50. Accommodation prices:
50.1. The base price in each offer applies to a CONSUMER accommodated in a standard bed in a double room, unless otherwise stated.
50.2. A supplement for a single room or a discount for a child or an extra bed may be applied only if a price for such accommodation is explicitly stated in the respective offer.
50.3. The third bed is an extra bed and, in most hotels, is a fold-out sofa, primarily suitable for use by children.
51. The CONSUMER should be aware that check-in and check-out times at tourist accommodation facilities, as well as the accommodation of pets, are subject to the terms and conditions of the respective facility. The CONSUMER is obliged to familiarize themselves with these conditions prior to booking. The TOUR OPERATOR shall not be liable for issues related to the accommodation of pets if such arrangements have not been confirmed in writing during the booking process, nor for any penalties arising from late check-out from the accommodation facilities.
52. The TOUR OPERATOR shall not be liable if:
52.1. a sea-view room is partially obstructed by trees or other vegetation;
52.2. a hotel described as being located on the first line of the coast is separated from the beach by a promenade, path, or road.
CANCELLATIONS AND PENALTIES
53. If the CONSUMER has paid a deposit but fails to make the remaining payments within the deadlines specified in the contract, the package shall be deemed cancelled due to the CONSUMER’s fault.
54. For package travel, the TOUR OPERATOR reserves the right to cancel without prior notice the trip of any CONSUMER whose behavior poses a danger, causes stress, damage, or disturbance to other participants, involves criminal conduct, causes serious inconvenience to the TOUR OPERATOR’s staff or partners, or otherwise makes the smooth execution of the trip impossible. In such cases, the TOUR OPERATOR owes no explanation, penalty, or compensation to the CONSUMER at fault.
55. In the case of organized group travel, the TOUR OPERATOR may cancel the trip if the minimum number of participants specified in the contract is not reached or if the cancellation is due to force majeure (including but not limited to military actions, terrorist acts, strikes, epidemics, natural disasters, etc.).
56. In such cases, the TOUR OPERATOR shall not be liable for the performance of the contract and shall refund to the CONSUMER all amounts paid, excluding any non-refundable expenses incurred (such as non-refundable deposits, paid insurance premiums, penalties for returned tickets, visa fees, etc.). Such non-refundable expenses shall be evidenced by duly executed documents.
57. Where the trip cannot be carried out due to an insufficient number of registered participants, the TOUR OPERATOR shall notify the registered CONSUMERS, through the persons who signed the contract, within the following time limits:
57.1. at least 20 days before the start of the package, for trips lasting more than 6 days;
57.2. at least 7 days before the start of the package, for trips lasting between 2 and 6 days;
57.3. at least 48 hours before the start of the package, for trips lasting less than 2 days.
58. The TOUR OPERATOR shall not be liable for non-performance or improper performance of this contract and shall owe no penalties where such failure is due to:
58.1. the CONSUMER, including failure to appear at the designated place and time of departure;
58.2. acts of a third party unrelated to the performance of the contract, which could not be foreseen or avoided;
58.3. tourist and other ancillary services supplementing the travel program, performed by third parties and documented separately, as well as transport services documented by separate tickets (including ferry tickets, regular bus service tickets, railway tickets, etc.);
58.4. force majeure or events which could not be foreseen or avoided by the TOUR OPERATOR or its contractors while acting in good faith. Force majeure events include, but are not limited to: delays at border checkpoints, adverse road conditions, strikes by airlines, ferry companies, or other operators, extended inspections by border control authorities, provision of medical assistance to a group participant, and other exceptional circumstances. In such cases, the TOUR OPERATOR reserves the right to amend the program and act according to the specific situation without owing penalties.
59. The liability of the TOUR OPERATOR for damages suffered by the CONSUMER as a result of non-performance of the package travel contract shall be limited as follows:
59.1. the TOUR OPERATOR shall be liable for damages up to a maximum of three (3) times the value of the package travel contract calculated per tourist;
59.2. where the liability of the TOUR OPERATOR’s contractors for damages resulting from non-performance or improper performance of services under the contract is limited by international conventions ratified, promulgated, and in force for the Republic of Bulgaria, the liability of the TOUR OPERATOR shall be limited accordingly.
60. The TOUR OPERATOR shall not be liable to the tourist in cases of deterioration of the tourist’s health during the program. The TOUR OPERATOR’s responsibility is limited to providing the opportunity to conclude travel insurance covering “Travel Assistance Abroad,” with appropriate limits for accidents, rescue costs, and medical expenses.
In the event of cancellation of the trip or termination/cancellation of the contract due to the CONSUMER’s fault, unless otherwise stated in the offer and/or agreed in the individual contract, the TOUR OPERATOR shall refund the amount paid for the trip, subject to the following deductions:
60.1. Air travel programs
The TOUR OPERATOR shall retain the value of the issued airline ticket (if any) and additionally apply the following cancellation fees:
60.1.a. from the date of contract signing up to 90 calendar days before the departure date – a fee of BGN 100 per tourist;
60.1.b. from 89 to 60 calendar days before the departure date – 100% of the paid deposit or 50% of the package price, whichever is higher;
60.1.c. from 59 to 15 calendar days before the departure date – 75% of the total package price;
60.1.d. fewer than 14 calendar days before the date of the first service – 100% of the total package price.
60.2. Bus and other programs or hotel reservations
60.2.a. from the date of contract signing up to 90 calendar days before the date of the first service – 10% of the package price, but not less than BGN 35 per tourist;
60.2.b. from 89 to 60 calendar days before the date of the first service – 30% of the total package price;
60.2.c. from 59 to 15 calendar days before the date of the first service – 50% of the total package price;
60.2.d. fewer than 14 calendar days before the date of the first service – 100% of the total package price.
61. In the event of cancellation of the trip and termination of the contract by the TOUR OPERATOR, the TOUR OPERATOR shall refund the amount paid for the trip. Where the cancellation is due to the TOUR OPERATOR’s fault, the TOUR OPERATOR shall additionally pay the following penalties:
61.1. from the day following the signing of the contract up to 60 calendar days before the departure date – 2% of the package price;
61.2. from 59 to 30 calendar days before the departure date – 3% of the package price;
61.3. from 29 to 14 calendar days before the departure date – 5% of the package price;
61.4. fewer than 14 calendar days before the departure date – 7% of the package price.
62. In the event of trip cancellation due to a cancelled flight operated by low-cost airlines, the CONSUMER shall bear part of the risk of the failed trip. The TOUR OPERATOR shall refund the amount paid for the trip, retaining the incurred non-refundable expenses (such as non-refundable accommodation deposits, fees, and other costs), up to a maximum of BGN 500 per tourist.
63. By signing the General Terms and Conditions to the package travel contract, the CONSUMER declares that they have been informed of the possibility to conclude travel cancellation insurance (“Trip Cancellation Insurance”).
COMPLAINTS AND COMPENSATION
64. The TOUR OPERATOR shall be responsible for the performance of the travel services included in the package travel contract, regardless of whether such services are performed by the TOUR OPERATOR or by other travel service providers.
65. All complaints must be submitted by the tourist at the place where the non-conformity occurs or without undue delay to the TOUR OPERATOR or its representative/service provider. The CONSUMER shall draw up a written report describing the complaints, which shall be submitted to the TOUR OPERATOR.
66. The TOUR OPERATOR shall take all reasonable measures to identify and remedy any lack of conformity between the service provided and the terms agreed in the package travel contract.
67. Where the CONSUMER remains dissatisfied, the TOUR OPERATOR shall provide the opportunity to seek compensation by submitting a complaint in written or oral form within 14 days of discovering the lack of conformity.
68. The CONSUMER shall submit to the TOUR OPERATOR/TRAVEL AGENT a written complaint using the prescribed form (or an oral complaint, recorded in writing by an employee of the TOUR OPERATOR/TRAVEL AGENT), together with the drawn-up incident report signed by a representative of the TOUR OPERATOR, a copy of the contract, and any other documents substantiating the claim as to its grounds and amount.
69. The TOUR OPERATOR undertakes to respond in writing within 30 calendar days from the submission of the complaint.
70. Where the TOUR OPERATOR is liable for damages caused by the actions of its contractors, the CONSUMER shall be obliged to cooperate with the TOUR OPERATOR in asserting the TOUR OPERATOR’s claims against the respective contractor.
70.1. Where the TOUR OPERATOR is liable for damages caused by the actions of its contractors, any compensation received by the CONSUMER from the contractor shall be deducted from the amount due from the TOUR OPERATOR on the same grounds.
70.2. This rule shall also apply in cases of liability for refunding paid amounts where the CONSUMER has already received such amounts from a contractor of the TOUR OPERATOR as compensation for the non-performed service for which a refund is due.
71. The TOUR OPERATOR shall not be liable for damages suffered by the CONSUMER as a result of non-conformity between the package travel contract and the service provided where:
71.1. the TOUR OPERATOR was not notified in a timely manner by the CONSUMER;
71.2. the TOUR OPERATOR was notified but remedied the lack of conformity before any damage occurred to the CONSUMER;
71.3. remedying the lack of conformity was impossible;
71.4. remedying the lack of conformity would have entailed disproportionate costs, taking into account the extent of the lack of conformity and the value of the affected travel services;
71.5. the lack of conformity is attributable to the traveler.
AMENDMENTS AND SUPPLEMENTS
72. This contract may be amended, supplemented, or terminated only by means of bilateral written addenda and in compliance with the provisions of the Bulgarian Tourism Act.
73. Should the CONSUMER wish to contact a representative of the TOUR OPERATOR on site during the execution of the trip, including in cases where the CONSUMER is a minor, the emergency telephone numbers published on the TOUR OPERATOR’s website or the following e-mail address may be used: support@valeotravel.net
.
74. The written form shall be deemed complied with both in the case of traditional written documents and in the case of correspondence conducted via e-mail or fax, provided that such correspondence is sent to the following addresses and contact details:
74.1. for the TOUR OPERATOR:
Address: 21–23 Mayor Parvan Toshev Str., Strelbishte Residential Area, Triaditsa District, Sofia 1404, Republic of Bulgaria
E-mail: support@valeotravel.net
74.2. for the CONSUMER – the contact details provided by the CONSUMER in the package travel contract or through other correspondence exchanged between the parties, including electronic communication.
75. For matters not expressly regulated in this contract, the provisions of the Bulgarian Tourism Act, the Commercial Act, the Obligations and Contracts Act, and the remaining applicable legislation of the Republic of Bulgaria shall apply.
76. In the event of a dispute between the parties, the TOUR OPERATOR undertakes to take measures for the voluntary settlement of the dispute, including through complaints, notifications, claims, petitions, and other submissions made by the CONSUMERS to the TOUR OPERATOR.
If the CONSUMER is not satisfied with the outcome of the complaint procedure, they may refer the dispute to the following institution for alternative dispute resolution:
General Conciliation Commission at the Consumer Protection Commission (CPC)
Address: 4A Slaveykov Square, Sofia 1000, Republic of Bulgaria
Tel.: +359 2 9330 517
E-mail: adr.sofia@kzp.bg
77. The CONSUMER may also use the European Commission’s Online Dispute Resolution (ODR) platform, available at:
http://ec.europa.eu/odr
78. In the event that the parties are unable to resolve a dispute amicably or through out-of-court settlement, the competent Bulgarian court shall have jurisdiction, applying the relevant provisions of Bulgarian law.
