General terms and conditions for package tours

The terms and conditions set forth below apply only upon booking of package tours. In the event of separate bookings of flight, hotel, rental car and/or cancellation policy, reference is made to Travelstart's Special Terms and Conditions. Note also that the Special Terms and Conditions contain certain supplements to the General Terms and Conditions for Package tours.

1. The Contract

1.1 The organizer is liable to the traveller with respect to what the latter is entitled to demand as a consequence of the contract. Such liability applies also with respect to such performance as is to be fulfilled by a party other than the organizer. Where the retailer is a party to the contract, he shall be liable to the traveller in the same manner as the organizer.

1.2 Information in the organizer's catalogues and brochures is binding on the organizer. An organizer may, however, change information in catalogues or brochures before a contract has been executed. This may, however, occur only where an express reservation thereon has been made in the catalogue or brochure and the traveller is clearly informed of the changes.

1.3 The organizer shall keep the traveller informed on matters of importance for the traveller which are associated with the contract.

1.4 A connecting journey or special arrangement is included in the contract only if it is sold or marketed together with the main arrangement at a single price or at different prices that are linked to each other.

1.5 The contract is binding on the parties when the organizer has confirmed the traveller's order in writing and the traveller, within the agreed period of time, has paid the agreed registration fee in accordance with the organizer's instruction. The organizer shall confirm the traveller's order without delay.

2. Payment of the price for the tour

2.1 The traveller shall pay the price for the tour not later than the date stated in the contract.

2.2 The organizer may not demand final payment of the price for the tour earlier than 40 days prior to departure, unless otherwise specifically agreed.

2.3 The organizer may, in connection with the confirmation, charge a first instalment payment (registration fee). The registration fee shall be reasonable in proportion to the price of the tour and the circumstances in general.

2.4 Where the traveller fails to pay price the price of the tour in accordance with the contract, the organizer shall be entitled to cancel the contract and retain the registration fee as damages, provided such is not unreasonable.

3. The traveller's right to cancel the tour

3.1 The traveller shall be entitled to cancel the tour in accordance with the following:
- Upon determination of the price of the tour, the price of the tour shall not include what the traveller has paid in respect of cancellation policy;
- The cancellation cost shall at all times be not less than 19 € per traveller.

3.1.1 In the event of cancellation earlier than 30 days prior to departure, the traveller shall pay 5% of the price of the tour.

3.1.2 In the event of cancellation later than 30 days but earlier than 14 days prior to departure, the traveller shall pay 15% of the price of the tour.

3.1.3 In the event of cancellation later than 14 days but earlier than 24 hours prior to departure, the traveller shall pay 50% of the price of the tour.

3.1.4 In the event of cancellation within 24 hours prior to departure, the traveller shall pay the entire price of the tour.

3.1.5 With respect to so-called car package tours (tours involving own car, ferry transport and lodgings in a cottage or apartment), the traveller shall pay the entire price of the tour in the event of a cancellation later than 30 days prior to departure. In the event of cancellation at an earlier date, section 3.1.1 shall apply.

3.2 Travellers who have entered into a contract regarding cancellation policy are entitled to cancel the tour in accordance with the following:
- Upon determination of the price for the tour, the price of the tour shall not include what the traveller has paid in respect of cancellation policy;
- In the event of cancellation in accordance with section 3.2, the traveller shall not be entitled to a refund of what he paid in respect of the cancellation policy.

3.2.1 Where the traveller has cancellation policy the tour may, in cases stated in sections 3.2.2 – 3.2.4, be cancelled at no cost other than the administration fee stated in the organizer's catalogue or brochure. The administration fee shall not exceed 5% of the price of the tour, however not exceeding 19 €.

3.2.2 Cancellation may take place where, prior to departure but after the contract has become binding on the traveller pursuant to section 1.5, the traveller or the traveller's spouse/co-habitee, a relative of the traveller or his/her spouse in directly ascending or descending order, or a sibling or a person with whom the traveller has jointly booked the tour suffers a serious illness, deterioration in condition in the event of illness, or an accident which the traveller could not reasonably have foreseen when booking, and the event is of such a nature that the traveller cannot reasonably carry out the tour.

3.2.3 Cancellation may take place where the traveller is detrimentally affected by another event after the contract has become binding pursuant to section 1.5, provided that such event is of such a significant nature for the traveller that it is not reasonable to demand that the traveller carry out the tour. The traveller must not have been able to control the event and must neither have known of, nor should have known of, the event when the tour was booked. Such significant events include, e.g., fire at the traveller's own residence.

3.2.4 Cancellation may take place where a person with whom the traveller has jointly booked the tour cancels his or her tour pursuant to sections 3.2.2 or 3.2.3 and it is unreasonable for the traveller to carry out the tour without the company of the other person.

3.2.5 Travellers who have agreed on shared lodgings with another traveller/other travellers who cancel the tour pursuant to sections 3.2.2 – 3.2.4 shall receive lodgings of the same standard as in accordance with the contract at the agreed or equivalent hotel/facility, in a room/apartment which in terms of size is adapted to the remaining number of travellers at no extra cost. Where such lodgings cannot be provided, lodging shall take place in accordance with the contract at no additional cost to the traveller.

3.2.6 The traveller must cancel the tour as soon as possible after the reason for cancellation has arisen. The reason for the cancellation must be substantiated in a reliable manner through a doctor's certificate and/or certificate of kinship.

3.3 Cancellation shall take place in the manner stated in the catalogue, brochure or travel documents.

3.4 Following cancellation, amounts credited to the traveller in accordance with the above shall be refunded without delay, however not later than 14 days following the cancellation.

4. The traveller's right to assign the contract

4.1 The traveller may assign the contract to any person who satisfies all of the terms and conditions in order to be able to participate in the tour. Such a condition may, for example, be that a transport company or another party retained by the organizer in accordance with governing rules must approve the change in traveller. The traveller must notify the transfer to the organizer or retailer in reasonable time prior to departure.

4.2 Where the contract has been assigned, the assignor and assignee shall be jointly and severally liable to the organizer or retailer with respect to the outstanding sum payable for the tour and for extra costs, however not exceeding 19 €, which may be incurred as a consequence of the assignment.

5. The organizer's changes prior to departure and cancellation of the tour

5.1 The organizer's right to change the terms and conditions of the contract

The organizer may change the terms and conditions of the contract to the traveller's disadvantage only where the contract clearly states that such may take place.

5.2 The traveller's right to withdraw from the contract

The traveller may withdraw from the contract where the organizer has declared that he will not perform his obligations and the breach of contract is material to the traveller. The traveller may also withdraw from the contract where the terms and conditions thereof are materially changed to his disadvantage. Where the organizer intends to breach the contract or wishes to change the terms and conditions of the contract, he shall notify the traveller thereof without delay and thereupon inform the traveller of the right to withdraw from the contract pursuant to the first paragraph. The traveller shall, within a reasonable time, notify the organizer or the retailer of his desire to withdraw from the contract, failing which he shall forfeit the right to withdraw from the contract.

5.3 The traveller's right to a replacement tour

Where the traveller withdraws from the contract pursuant to section 5.2 he shall be entitled to another package tour of equal or higher quality, provided the organizer or retailer is able to offer such. Where the traveller accepts an inferior replacement tour he shall be entitled to compensation for the price difference. In the event the traveller waives the right to a replacement tour or such a tour cannot be offered, the traveller shall be immediately refunded sums paid pursuant to this contract. The provisions of the first and second paragraph shall also apply where the organizer cancels the tour at no fault of the traveller.

5.4 The traveller's right to damages, the organizer's cancellation of a tour

In such cases as stated in section 5.3 the traveller shall be entitled to damages from the organizer where reasonable. There shall be no entitlement to damages due to cancellation of a tour by the organizer where the organizer demonstrates:
1. the number of people enrolled for the tour is less than the minimum number stated in the contract and, not later than 14 days prior to departure, the traveller is notified in writing of cancellation of the tour (in the event of tours lasting not more than 5 days, the traveller shall be notified not later than 10 days prior to departure); or
2. that the tour cannot be carried out due to an impediment beyond the organizer's control which the latter could not reasonably have been expected to foresee when entering into the contract and the consequences of which also could not reasonably have been avoided or overcome by the organizer. Where cancellation of the tour is due to a party retained by the organizer, the organizer shall be absolved from any claim in damages pursuant to the first paragraph, sub-section 2 only if the party retained by the organizer would be absolved pursuant to the provision. The aforesaid shall apply where the reason is attributable to any party at an earlier stage.

5.5. Change in the price

Where the organizer incurs cost increases after the contract pursuant to 1.5 above has become binding on the parties, the organizer may increase the price for the tour by an amount corresponding to the cost increases where such are due to:
1. changes in transport costs;
2. changes in taxes, customs duties or fees regarding services included in the tour; or
3. changes in exchange rates that affect the organizer's costs for the tour.

The price may be increased by an amount corresponding to the traveller's share of the cost increase incurred by the organizer for the performance of the contract, provided that the cost increase is of such a type as referred to in items 1 – 3 above of this section. If, for example, a fee pursuant to item 2 increases by 10 € for each traveller, the price may be increased by the same amount. If the traveller so requests, the organizer shall be obliged to describe the manner in which the price increase has been calculated. There shall be an entitlement to a price increase in accordance with items 1 and 3 above only where the cost increase exceeds 6 € The price may not be increased during the final 20 days prior to the agreed departure date. The organizer shall notify the traveller as soon as possible regarding the price changes. The price for the package shall be reduced where, earlier than 20 days prior to the agreed departure date, the organizer's costs are reduced for the same reasons as stated above. In the event of cost reductions in accordance with items 1 and 3 above, the price shall be reduced only where the cost reduction exceeds 6 €.

5.6 The organizer's and traveller's right to withdraw from the contract upon the occurrence of significant events, etc.

Both the organizer and the traveller shall be entitled to withdraw from the contract if, after the date on which the contract has become binding on the parties pursuant to section 1.5 or in proximity to the destination or along the planned travel route there occurs any catastrophe, act of war, general strike or other significant event that materially affects the performance of the tour or the conditions at the destination at the time when the tour was to be carried out. Swedish experts or international authorities shall be consulted in order to determine whether the event is of such a serious nature as stated above.

6. The organizer's changes after departure, errors and defects

6.1 Non-performance

If, after departure, a significant part of the agreed services cannot be provided, the organizer shall arrange suitable substitute arrangements at no extra cost to the traveller. Where a substitute arrangement cannot be organised or the traveller rejects such arrangement on acceptable grounds, the organizer shall, if reasonable, at no extra cost to the traveller provide equivalent transport back to the place of departure or to another locality approved by the traveller. Where a change to the contract pursuant to the first or second paragraph is to the detriment of the traveller, he shall, if reasonable, be entitled to a price deduction and damages.

6.2 Other errors and defects

In the event of other errors in the agreed services than such as stated in 6.1, the traveller shall be entitled to a price deduction and damages provided the error is not imputable to him. The traveller shall not be entitled to damages where the organizer can demonstrate that the error is due to an impediment beyond the organizer's control which the organizer could not reasonably been have expected to foresee when the contract was entered into and the consequences of which he also could not have reasonably avoided or overcome. Where the error is due to any party retained by the organizer, the organizer shall be absolved from liability in damages pursuant to the second paragraph where the party retained by the organizer would also be absolved pursuant to the provision. The aforesaid shall apply where the error is due to any other party at an earlier stage. In the event of error due to circumstances as described in the second or third paragraph, the organizer shall immediately afford the traveller the assistance required.

6.3 Scope of damages

6.3.1 Damages pursuant to these terms and conditions shall, in addition to compensation for pure economic loss, include compensation for personal injury and property damage. In respect of international travel by air, sea and rail, the liability of the organizer will be limited in the manner provided by the relevant international conventions. It is incumbent on the traveller to mitigate the loss to the extent possible.

6.3.2 Where the organizer is liable for direct loss this will be limited to a maximum of the total price of the products or services in respect of which a claim is made, save for the case of death or personal injury in respect of which there is no such limit.

6.3.3 The organizer will not be liable for any indirect or consequential loss of any kind in the contract, tort or otherwise arising out of the traveller’s use of this site or any of the travel products or services booked or purchased on this site.

7. Notice of complaint and rectification

7.1 The traveller may not invoke a defect in that which he is entitled to demand as a consequence of the contract where he fails to notify the organizer or retailer of the defect within a reasonable time after the date on which he noted or should have noted the defect. If possible, this should take place at the destination.

7.2 Notwithstanding section 7.1 the traveller may invoke a defect where the organizer or retailer has acted with gross negligence or in bad faith.

7.3 Where the traveller raises complaints that are not unjustified, the organizer or the organizer's local representative shall immediately take steps to identify a suitable solution.

8. The traveller's responsibility during the tour

8.1 The organizer's instructions, etc.

The traveller is obliged to comply with the instructions for the performance of the tour as provided by the travel guide or any other person retained by the organizer. The traveller is obliged to respect the rules applicable to the tour and for transportation, hotel, etc. and to act in such a manner that fellow travellers and others are not disturbed. Where the traveller is in material breach of the aforesaid, the organizer shall be entitled to terminate the contract.

8.2 The traveller's liability for damage

The traveller shall be liable for damage caused by him to the organizer as a consequence of negligence, e.g. through failing to comply with provided instructions or directions. The traveller shall be obliged to compensate damage which is lawfully founded vis-à-vis any party retained by the organizer to assist in the performance of the tour.

8.3 Passports, visas, health provisions, etc.

Prior to execution of a contract the organizer or retailer shall, in an appropriate manner, notify the traveller of such health provisions as are applicable during the tour and, in so far as such is of significance for the traveller, of rules regarding passports and visas for citizens of countries within the European Economic Area. The traveller is, however, personally responsible for complying with necessary formalities for the journey, such as holding a valid passport, visa, vaccinations, insurance. The traveller is personally responsible for all costs incurred as a consequence of deficiencies in the aforesaid formalities, e.g. home transport as a consequence of lack of passport, where the deficiency is not due to incorrect information from the organizer or retailer.

8.4 Deviation from the arrangement

A traveller who deviates from the arrangement after commencement of the tour shall be obliged to give notice thereof to the organizer or the organizer's representative. The traveller shall, not later than 24 hours prior to the time stated by the organizer for the return journey, notify the organizer in order to verify information regarding the return journey.

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The conditions above is founded on the EC Directive 90/314/EEC of 13 June 1990 on package travel, package holidays and package tours.
Please note that if you are travelling into or out of the EU, or on an EU carrier, you may have rights under EC Regulation 261/2004 which you can assert against the relevant airline in the event that your flight is cancelled, delayed or if you are denied boarding.
For more information please click here.

Special terms and conditions

Travelstart's Special Terms and Conditions constitute a supplement to the General Terms and Conditions for Package tours and applicable terms and conditions in the event of separate bookings of flights, hotels, rental cars and/or cancellation policy. Certain practical advices for travellers are also presented below.

1. Cancellation insurance

1.1 Travelstart recommends that all travellers purchase cancellation policy in order to be protected in the event of acute illness/accident occurring prior to departure. Cancellation insurance is purchased in conjunction with the booking and is paid together with final payment for the tour. It cannot be purchased separately but, rather, must be purchased simultaneously when ordering the tour. The price for cancellation policy is provided in our price list.

1.2 Cancellation must take place prior to departure and be made by telephone or e-mail or, if the travel agency is closed, directly to the airline.

1.3 Travellers who have entered into an agreement regarding cancellation policy are entitled to cancel the tour in accordance with the following:
- Upon determination of the price of the tour, the price of the tour shall not include what the traveller has paid in respect of cancellation policy.
- In the event of cancellation in accordance with section 1.3, the traveller shall not be entitled to a refund of what he/she paid in respect of the cancellation policy.
- Cancellation may take place where, prior to departure but after payment has been made for the tour, the traveller or the traveller's spouse/co-habitee, a relative of the traveller or his/her spouse in directly ascending or descending order, or a sibling or a person with whom the traveller has jointly booked the tour suffers a serious illness, deterioration in condition in the event of illness, or an accident which the traveller could not reasonably have foreseen when booking, and the event is of such a nature that the traveller cannot reasonably carry out the tour.

1.4 Any paper tickets must be returned by express mail within seven days after cancellation, together with a doctor's certificate and/or any certificate of kinship. The doctor's certificate shall state that the illness is acute, the cause of the illness in question and that you are unable to travel. The certificate shall be signed and stamped. Use preferably our standard doctor's certificate. If payment has taken place by credit card, refunding will always take place to the same credit card. If you have chosen another means of payment you must notify a clearing number and account number in order for refund to take place. The excess is 5% of the price of the tour, however not exceeding 19 € per person. Costs for consumables such as postage and handling costs are not refunded.

2. Cancellation and re-booking

2.1 Travelstart's air tickets are not refundable; instead, we recommend that you purchase cancellation policy in accordance with what is stated above. Most of Travelstart's air tickets are also not re-bookable since we use cheap campaign tickets in order to be able to offer the best price. If you wish to know the rules that apply specifically to your booking, contact customer service before purchasing your ticket.

2.2 Air tickets are personal and name changes often cannot be carried out. Always check that all information is correct and that all names are spelt as in the passport.

2.3 No refund takes place in the event of cancellation of air tickets without cancellation policy.

3. Baggage

3.1 On flights within Europe, in most cases it is possible to take 20 kilos of checked-in baggage. With low cost airlines such as Easyjet and Sterling, a lower weight is permitted, 15 kilos. To the extent space is available, it is often possible to take additional baggage, but at a relatively high cost. For journeys to the United States, a co-called piece concept is used whereby it is permitted to take a maximum of two cases, each of which may weigh 23 kilos. To other parts of the world, the same rules as within Europe generally apply. Contact the relevant airline or customer service for more specific information.

3.2 If your baggage is damaged or disappears in connection with the flight, the relevant airline must be contacted at the airport and a report must be written. Each airline has its own routines as to how this is handled and compensated.

4. Child discounts

Child discounts vary depending on airline and hotel. The relevant price is shown when making a place search.

5. Tickets and travel documents

5.1 The tickets are provided in ample time prior to departure. Tickets are sent only when you have made payment in accordance with your confirmation. Tickets are sent only to the address stated when you placed your order. Address changes are accepted only in exceptional cases.

5.2 If you do not receive the ticket within the stated time, we ask you to contact us promptly. The absence of a ticket must be notified 7 days before departure. If notification is not made within this period of time, Travelstart will not be liable for any additional costs. An administration fee is charged in the event Travelstart needs to issue new tickets due to the fact that already despatched tickets have been lost.

5.3 You may receive a paper ticket notwithstanding that, when booking, it was stated that an e-ticket will be issued. You will be informed by e-mail if you are affected. Thus, it is important that a correct address is stated when booking. We reserve the right, in particular cases, to cancel the ticket if we believe that it cannot be delivered. In such cases, paid tickets are refunded.

5.4 In certain cases the ticket can be collected at the airport, whereupon a charge of approximately 50 € per ticket is made. The price can vary depending on the airline.

5.5 When travelling to the United States, we request that you check your passport and visa and you must also provide information to your airline prior to departure. Click here for more information.

5.6 Note that no refund takes place if you do not show up on time for your journey or are in possession of the wrong documents, with the consequence that you cannot/may not travel.

6. Booking & Payment

6.1 Your booking is binding only when you have paid and applies on condition that full payment is received by us within a stated period of time. This you can see on the confirmation page and in your confirmation e-mail. On certain bookings, payment must be made immediately in order not to be cancelled. If payment is not received in due time, Travelstart assumes no responsibility for any cancellation.

6.2 If you are unable to pay within the stated time limits but nevertheless wish to retain your place, we request that you contact us at customer service. Errors in orders must be pointed out before payment is made. Through making payment, the agreement is confirmed.

6.3 Travelstart assumes no liability for changes beyond our control, (e.g. carried out by airlines and other travel organizers). We must also disclaim liability for errors in stated prices due to computer error, incorrect prices from airlines, etc.

6.4 All flight times, including those on tickets/booking confirmation, are preliminary since airlines are entitled to make changes in the timetable in accordance with IATA’s rules. These changes are beyond Travelstart's control and thus we assume no responsibility for them.

6.5 If you double book a flight, i.e. book the same flight departure several times with the same name and e-mail address, there is the risk that the airline will cancel all of your flights without contacting us or you first. This is the case even if you have already paid for your journey and/or booked with different travel agents. Travelstart is not responsible for cancellation taking place due to double booking.

6.6 You, as customer, are obliged to notify us of changes in your contact information. Change of address, telephone number or e-mail address must be notified to Travelstart. Since our contacts primary take place by e-mail, it is important to state an e-mail address that you read regularly.

6.7 Travelstart is not responsible for a tour not taking place as a consequence of an environmental catastrophe, acts of war, strikes or suchlike.

7. Air tickets

Travelstart sells both regular flights and flights with low cost airlines. With these flights you can choose the date within the limits for the ticket's validity. Most of our air tickets are not re-bookable after payment. The rules for air tickets depend on the booking category and airline. For more information regarding the relevant rules, we request that you contact customer service before making payment.

8. Airport fees

A local airport tax/fee may be payable at certain airports in the world, e.g. in Thailand and Venezuela, but there may also be others. Payment must take place in the local currency at the destination and the fee is charged by the civil aviation authority in the country in question. The amount of the fee varies and may be changed on short notice. Travelstart does not control this fee and cannot be held liable to compensate.

9. Travel documents

The traveller is obliged to check the travel documents to ensure that the name, date and destination are correct. Any errors must be notified immediately, but if this takes place after payment it is not certain that we can correct them.

10. Hotel

10.1 The hotel standard can vary depending on country. Generally speaking, hotel standards are lower in Europe than in the United States. When you select the hotel, you can read more detailed information as to what is offered specifically by the hotel you are considering booking.

10.2 In most cases it is possible to change or cancel a hotel reservation against a cost of 25 €. Cancellation/change must be made not later than 12 noon four days prior to the planned arrival. Mail or call Travelstart and ensure that you obtain a confirmation of your cancellation/change. If you wish to make a change, the price may change if the new date or the new hotel is more expensive than the original booking. The hotel may have more restrictive cancellation rules if a trade fair or exhibition is taking place. In such case, this will be shown when you make your booking.

11. Passport, visa and vaccination

11.1 It is the traveller's responsibility to ensure that he/she possesses a valid passport and the correct documents for the country to which he/she is travelling or to a country through which the journey will take place (upon change of aircraft). If you are uncertain, contact the embassy/consulate of the country in question. Often, the passport must be valid for six months after the date of entry into the country. If additional costs arise due to the fact that correct documents have not been taken, the traveller will be personally liable for such costs. Travelstart can assist with tourist visas to Australia, but if a visa is required to other countries, you should contact the respective country's embassy or consulate. Check with a doctor or vaccination clinic whether you need a vaccination.

11.2 Note that even if you travel to a country in the Schengen area, you are often required to show your passport when checking in for flights and hotels. Thus, do not forget to take your passport.

12. Complaints

If you are dissatisfied with something that has occurred during your tour, you must complain immediately on site, e.g. directly to the airline or hotel, so that it is possible to resolve the problem immediately. Any notice of complaint must be sent in writing to our customer services department with a written description of what occurred not later than one month after the tour. Any invoice must be submitted with the notice of complaint to Travelstart Nordic AB, Davidshallsgatan 14, 211 45 Malmö, Sweden.

13. Travel insurance

Travelstart recommends that customers possess travel insurance. If you are not insured, you can purchase travel insurance when booking.

14. Travel terms and conditions

It is important that, as a customer, you have read the travel terms and conditions, both general and special, that are available on Travelstart's website before you make a booking and make payment. By booking and paying for a booking, you accept the terms and conditions as applicable.

15. Timetable

15.1 Bear in mind that airlines can make changes in their timetables as a consequence of which the times stated in the booking confirmation may be changed if the airline believes this to be necessary. Travelstart is not responsible for any changes carried out by airlines since this is beyond our control. Remember to check the times prior to departure by reconfirming the flight time with the airline in question or on your personal booking page. If the airline notifies us of a change in time prior to departure, we will notify this by e-mail. For this reason, it is important that you provide correct contact details.

15.2 In certain cases an intermediate landing may take place that is not stated in the timetable for a direct flight, since in airline terminology a direct flight means that an intermediate landing may occur even if the flight number is the same throughout the journey. Non-stop flights are flights without any intermediate landing at all.

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