Terra21 is a full service travel agent dedicated to organise most authentic travel experiences our beautiful planet has to offer, together with dedicated Concierge 24/7 on-call support for all the programs and accomodations our clients choose. Having a reliable and trustworthy partner when travelling is crucial. We treat our clients with the most respect and trying to realize all their wishes and desires.
- GENERAL CONDITIONS FOR RENTING VILLAS
Exceptional Retreats acts as an agent for the property owner of accommodation featured on our website. Your contract is with the property owner. This contract incorporates all the conditions below. Exceptional Retreats is not a management company.
- MAKING A BOOKING AND PAYMENT
2.1 Once you have made a provisional reservation with us we will ask you to confirm your booking by e-mail or fax. This must be from the first named person on the booking (‘the party leader’). The party leader must be at least 18 years of age and must be authorised to make the booking on the basis of these booking conditions by all persons named on the booking. By confirming the booking details with Exceptional Retreats the party leader confirms that he/she is so authorised and that all party members agree to be bound by the booking conditions.
2.2 The party leader is responsible for making all payments due to us. Once an invoice has been sent out from Exceptional Retreats a minimum non-refundable deposit of 30% of the rental cost must be sent, unless agreed otherwise. A higher deposit may be required where additional terms have been imposed on us by the property owner. You will be notified of any unusual deposit conditions prior to confirmation by us of your booking. The balance of your booking must be received not less than 30 days prior to your From date at the villa, a reminder invoice will not be sent. If booking within 30 days of From, the full cost of the villa must be paid at the time of booking. You may make a booking over the telephone or via our website http://www.exceptionalretreats.com/. Bookings received in this way are provisional and will be held for 24 hours pending receipt of your deposit/full payment as applicable. If your payment is not received within 24 hours,the booking will automatically lapse.
2.3. You can pay by all mayor credit cards (VISA, MASTER CARD, AMERICAN EXPRESS) .There is no charge for electron payment – office only or trough bank account. Bank transfer payments can be made in STERLING or EUROS. If you wish to pay by bank transfer please advise us which currency you wish to pay in. Please ensure you quote your booking reference number when paying on the bank account.
2.4. Bookings cannot be accepted from parties of young people less than 18 years of age. We reserve the right to refuse a booking without any given reason.
3.1 A contract between you, the party leader and the property owner will come into existence when you have paid a deposit (or full payment if booking within 30 days of From) and we accept your booking by issuing a written confirmation. Slovenian Law governs your contract and all matters arising out of it. Any disputes, claim or other matter, which arises out of or in connection with this contract, will be dealt with by the courts of Slovenia only.3.2 It is important that you check the villa confirmation you receive from us immediately on receipt. You must contact us straight away if any information appears to be incorrect as it may not be possible to make changes later. We regret we cannot accept any liability if we are not notified of any inaccuracies in any document within 5 days of our sending it out.
4.1 The price of your villa is based on villa prices known to us. These costs may vary considerably between publishing and when you check into your villa. As a result, the price of your villa is subject to surcharge on the following items: government action, currency. Even so we will absorb an amount equivalent to 2% of the villa price (excluding amendment charges). Only amounts in excess of this 2% will be surcharged. If this means paying more than 10% of the villa price, you will be entitled to cancel your holiday with a full refund of the money paid to us excluding amendment charges. Should you decide to cancel because of this you must exercise you right to do so within 5 days of the issue date printed on the invoice. You should do so by informing Exceptional Retreats in writing via a recorded delivery letter, an e-mail which must be acknowledged as received by Exceptional Retreats within 48 hours of it being sent. In all cases we will only accept a cancellation from the lead name, which appears on the invoice. We regret no refunds can be made in the event of any decrease (s) in our costs.4.2 Many property owners will only accept bookings with a minimum of one week and in some case a minimum of two weeks.4.3 Properties are let fully furnished and equipped. The price for all properties includes linen, electricity, hot and cold water. Occasionally there may be an additional charge for air conditioning/heating where available; you will be advised of this at the time of booking. Where there is a private pool, pool heating will incur an additional expense. Satellite/Cable television where available may not include access to all channels. If internet access is available it is generally assumed that the customer will bring their own laptop. Fax machine means a fax machine can be provided. Use of telephone/internet facilities must be paid for locally.
- SECURITY DEPOSIT
5.1 A security deposit is required to cover the cost of any damages or breakages. The deposit will be collected on your arrival at the villa and is usually 300-1000 € per villa. You will be advised of this at the time of booking or if you decide on From that you wish to use additional services the higher deposit will be confirmed to you in resort. Please ensure you have this amount of money ready when you arrive otherwise entry into the property may be delayed until the deposit is produced.5.2 The deposit is usually refunded at the end of your stay subject to an inspection of the villa for damage. In some instances delays of up to 8 weeks in returning the deposit are caused due to awaiting utility bills or proof of damage.
- CHANGES BY YOU
If you are prevented from travelling, you have a right to transfer your villa to another person and or another date. However, you must tell us you want to do in writing more than 42 days before From. We will charge an amendment fee of Euro 30.00 per booking. You will also be liable for any additional costs caused by this transfer. Until we receive full payment, both you and the person taking your place are responsible for full payment of the villa. Please refer to paragraph headed ‘Other Changes’ with regard to villa transfer within 42 days of From.
- OTHER CHANGES
If you wish to make other changes to your booking after it has been confirmed you must notify us in writing as soon as possible. We will endeavour to assist you but cannot give any guarantees. An amendment fee of Euro 30.00 per booking will be applicable along with any additional costs incurred as a result of the change. Car hire amendment only is subject to a Euro 30,00 amendment fee. If you wish to amend your booking within 42 days of To we may treat this as a cancellation. In this instance the charges as stated in the cancellation charge table in paragraph 8.1 will apply.
8.1 If you wish to cancel your booking you may do so either by writing to us, e-mailing us at email@example.com. All Cancellations will take effect from the date received by Exceptional retreats. In all cases a cancellation will only be accepted from the party leader. If you do cancel you will have to pay cancellation charges. The amount you pay depends on the date we have been informed of the cancellation in writing. The following cancellation charges apply:
More than 75 days prior to villa From …….. deposit will be charged (if specified otherwise at the time of the booking deposit will be refunded)
74-43 days prior to villa From …………….40% of total cost
42-29 days prior to villa From …………….65% of total cost
28-15 days prior to villa From …………….90% of total cost
Less than 15 days prior to villa From…….100% of total cost.
All cancellations will be treated with care.
8.2 Cancellation charges are calculated as a percentage of the total villa cost. Cancellation charges exclude amendment charges which are non-refundable in the event of your cancellation. Depending on the reason for your cancellation, you may be able to re-claim these cancellation charges (less any applicable excess) under the terms of your insurance policy. Claims must be made directly to the insurance company concerned. Exceptional Retreats strongly recommends that you purchase travel insurance when booking your villa rental.
- CHANGES AND CANCELLATIONS BY US
9.1 In the unlikely event that alterations and cancellations have to be instigated by us, we will inform you as soon as possible and if requested we will try to arrange alternative accommodation of a similar type, standard and location.9.2 If no alternative accommodation is available or acceptable, we will refund in full all monies paid and shall be under no other liability.
10.1 If you have a problem whilst at your booked villa, please bring it to the attention of our local representative/agent/villa owner so that they have an opportunity to put it right at the time. If no representative/agent/villa owner is available in that area, please contact our office direct. Failure to alert us of any problem whilst you are in the villa will lead to a rejection of your complaint by our office.10.2 If your complaint cannot be completely resolve locally, you must inform our local representative/agent/villa owner and follow this up within 10 days of returning home by writing to us giving full details of your complaint and we will pass your comments onto the villa owner. In all cases we will try and settle the matter amicably. If you fail to notify us within 10 days of your return, we reserve the right to reject any claim as it may be, by then, difficult for us to investigate the complaint.10.3 If you vacate the property before the To day without notifying our local representatives you will lose the right to compensation.
- ARRIVAL AND DEPARTURE
Guests are expected to arrive between 3.00 pm and 8.00 pm local time and to depart by 10.00 am. There may be slight variations to these times +/- one hour – you will be advised of the correct Arrival/Departure times for your property on your travel documentation.
If your Arrival is outside these times:
From 9 pm until 11 pm : extra charge 40 Euros
No arrivals after 11 pm
12.1 The party leader is responsible for the parties taking with them correct travel documentation (passports and visas, driving licences, vehicle registration, green card, motor insurance etc).12.2 It is very important that you secure your travel (e.g. flights) arrangements at the same time as booking a villa as Exceptional Retreats cannot be held responsible for problems arising as a result of non-confirmation of your travel arrangements.
- YOUR RESPONSIBILITIES
13.1 You must keep the property and all furniture, fittings, effects, facilities, equipment and grounds in the same state of repair and condition as at the commencement of your holiday, and in the same state of cleanliness and general order in which it was found. You will be responsible for any breakages, loss or damage to the property. Once again we strongly recommend adequate insurance cover to be made by yourselves and all party members. The property owner reserves the right to make deductions from the security deposit for any extra cleaning over the number of hours committed to Till cleaning, and to claim compensation for costs over and above the sum of the security deposit.13.2 The parking of caravans/pitching of tents is strictly forbidden.
- NUMBER OF PEOPLE USING THE PROPERTY
Only those persons named at time the time of booking may use the property without prior agreement. The maximum number of people, including infants, allowed at the property may not be exceeded. The owner has the right to terminate the rental without prior notice and without refund if the numbers are exceeded.
The property owner or their representative shall be allowed reasonable access to the property to carry out urgent maintenance and/or inspection.
The person signing the contract is responsible for the correct and decent behaviour of the party. Should you or a member of the party not behave in such a manner, the property owner or local representative/agent may use their absolute discretion and ask you and the party to vacate the property without refund.
- ADDITIONAL SERVICES
Please give as much time as possible to organise additional services such as those mentioned in paragraph 5. Payment for such services is usually made locally (excluding car hire). We cannot accept responsibility for any extra services.
Linen and linen change is included in all properties. It is advisable to take a beach towel and to check that cot linen is provided.
- SWIMMING POOLS
Swimming pools are not open all year. Please check with us as to whether the pool is open or not. If pool heating is required then this is an extra charge that will be deducted from the security deposit (not applicable if swimming pool is part of a hotel complex).
- SOCIAL EVENTS AND OTHER FUNCTIONS
Exceptional Retreats acts as an agent for property owners for the private rental of a property. If you are intending to organise a private function (e.g. party, wedding, cocktail party) at the property, you must seek prior permission from Exceptional retreats. Additional charges and/or increased security deposit may be sought at the owner’s discretion.
- SECURITY AND VALUABLES
Any valuables left at the property are left at your own risk. Neither Exceptional Retreats nor the property owner is responsible for their loss. No refund can be given should you decide to vacate the property as a consequence of a burglary.
22.1 While we make every effort to ensure that descriptions supplied are accurate, we cannot accept responsibility for errors contained therein or the results thereof. You must accept that minor differences between the photograph/illustration/text used and actual property may arise.22.2 Property owners reserve the right to make modifications to the property specifications that are considered necessary in light of operating requirements. In the interest of continual improvement, property owners reserve the right to alter furniture, fittings, amenities, facilities or any part of any activities, either advertised or previously available without prior notice.22.3 If material changes occur after your booking has been confirmed, we will advise you if there is time before Till.
Pets are not allowed unless with the explicit permission of the owner. The owner reserves the right to add a surcharge and/or increase the security deposit. Number of pets must be agreed prior to acceptance of booking.
24.1 Please be aware that many of our properties are in rural or isolated locations and as such you may encounter flora and fauna such as mosquitoes, wasps, ants, local dogs etc as well as other environmental activities e.g. farming, drains etc. Some properties are located on non-surfaced roads.24.2 Please note we cannot be held responsible for any building or road workings occurring near the property. We will endeavour to advise you of any work occurring should we be aware of it, but work can occur at any time without our prior knowledge.
- OUR LIABILITY AND THE PROPERTY OWNER
25.1 Neither Exceptional Retreats (as agent for the property owner) nor the property owner shall be responsible for the death of, or personal injury of any member of a booking party, or of any other person at the property unless this results from the proven negligence of the owner, Exceptional Retreats or our employees.25.2 We shall not be liable for any loss, breach or delay due to any cause beyond our reasonable control including though not limited to acts of God, explosion, tempest, fire or accident, war or threat of war, civil disturbances, acts, restrictions, regulations, bye-laws or measures of any kind on the part of the government or local authority, strikes, lock-outs or other industrial actions or disputes or adverse weather conditions. In any case we shall be entitled to treat the contract as discharged.25.3 On the event of discharge our liability shall be limited to the return of the sums paid to us in respect of the unused portion of the rental calculated on a pro rate daily basis less an administrative fee of Euro 30.00 to cover our reasonable expenses.25.4 We cannot be held responsible for the breakdown of mechanical equipment such as pumps, boilers, swimming pool filtrations systems, nor for the failure of public utilities such as water, gas and electricity.25.5 Neither Exceptional Retreats nor the owner can be held responsible for noise or disturbance originating beyond the boundaries of the property or which is beyond our control. In the event that a source of noise has been in existence prior to your From and we are informed of this, we will contact you to inform you of the disturbance.25.6 We cannot accept responsibility for events out of our control e.g. bad weather including events arising as a result of very hot or unusual weather, delays caused by carrier companies, breakdown of domestic equipment.
26. SPECIAL OFFERS
Special offers involving free nights are always for a maximum of one or two free night depending on the length of stay. Long stay bookings cannot be split into two to get more free nights. In such cases such split bookings may be refused by the villa/apartment owner on From or the unintitled free nights claimed maybe charged for locally.
27. OCCASIANALLY FACILITIES
Occasionally facilities may have to be temporarily withdrawn at short notice during your holiday, often this is beyond our immediate control.
- WEBSITE LINKS
From time to time we may establish links from the Exceptional Retreats website to other sites which we feel would be of interest to customers planning a villa holiday. Exceptional Retreats would like to make it clear that we are not responsible for the actions or content of these websites. It is your responsibility to check the status of these sites.
- LOW SLUNG CARS
People taking low/sports cars are advised to check that the access to the property is suitable.
- SPECIAL REQUESTS
We will endeavour to meet any requests you may have prior to travel but unfortunately we cannot guarantee them. Special requests do not form part of our contractual obligations to you and we accept no liability if they are not met.
All the pictures shown on Exceptional Retreats are the property of their respective owners of the accomodations or part of the tours. We don’t hold any copyright about mentioned content.
All the pictures contained on Exceptional Retreats were collected from different public sources, including different websites, considered to be in public domain.
Exceptional Retreats makes every attempt possible to source the artist or photographer, but sometimes cannot find the exact information.
If you have recognized one of your photos, videos or other from the content on Exceptional Retreats that is in violation of copyright law, please email us by using our contact form. According to your request, we will put a link on your portfolio/site (if you’re the author), otherwise we would immediately remove this material from the site upon proper proof and identification. Or we will find another way to arrange the conflict situation.
General terms and conditions
GENERAL TERMS AND CONDITIONS FOR TOURS AND PROGRAMMES
- GENERAL TERMS AND CONDITIONS
General terms and conditions of travel arrangements are a fundamental part of booking agreement, concluded between Exceptional Retreats or other accredited agency and passengers, who are booking a certain travel arrangement. Once the interested passenger orders a certain travel arrangement in the agency, over the phone or e-mail, it is considered that he has accepted the general terms and conditions. The booking the passenger makes is obligatory and therefore it is possible for the passenger to cancel his booking exclusively according to the general terms and conditions regarding the cancellation of the booking on behalf of the passenger. The passenger is responsible for all the costs and consequences, which may occur due to incorrect information he has provided when making a booking.
- MAKING ABOOKING AND PAYMENTS
The passenger can book a travel arrangement in the offices of Exceptional Retreats in any other accredited agency or on-line. By making a booking Exceptional Retreats and the passenger agree a travel agreement, which includes the information regarding the travel arrangement that the passenger has chosen or in other cases the travel agreement refers to the travel arrangement program, that consist of all the information regarding the chosen travel arrangement program. When making a booking, the passenger has to provide all the necessary information and his personal documents that are required by the travel arrangement programs and pay the amount of 30% of the total value of the travel arrangement or he has to follow the instructions, stated in the travel arrangement program. The passenger has to pay the remaining amount of the travel arrangement price at the latest 30 days before the date of departure or as stated on the booking form / in the travel agreement. In case the passenger fails to pay the remaining amount of the travel arrangement price in time, it is considered that he has cancelled his booking and in this case Exceptional Retreats follows the regulations of general terms and conditions regarding the cancellation of the travel arrangement on behalf of passenger, as stated in paragraph 5. of these general terms and conditions.
2.1. CREDIT CARDS
We accept major credit cards (Visa, Visa Electron , MasterCard and Maestro). Credit card charges require certain information and will be processed only upon submission of a completed Exceptional Retreats submission form. There is no charge or service fee for processing credit or debit card payments. Full payment by credit or debit card is required to make a reservation.
- PRICE OF TRAVEL ARRANGEMENT
Price of travel arrangement is mostly tailor made and becomes valid when confirmed with booking of each program. Prices for all the arrangements are given in EUR. Exceptional Retreats reserves itself the right to change the prices according to Obligations Code (the changes take place due to changes in currency exchange rates, changes in transport tariffs, changes in fuel prices…). Should the price changes occur, Exceptional Retreats has the responsibility to inform the passenger at the latest 20 days before the day of departure. If the agreed price of the travel arrangement rises more than 10%, it is the right of the passenger to cancel his booking without any further costs, yet it has to be done at the latest 2 days after he has received the notice of the price change. It is the right of the travel organizer to state in the travel program that is the obligation of the passenger to pay all the services, carried out for the passenger abroad, directly to the person that has carried out these services as predicted in the program. In this case the passenger takes the responsibility to claim all his reclamation demands abroad (where the payment took place).
- CATEGORIES OF SERVICES
Unless differently stated in the travel program, the price of the travel arrangement includes all costs of transport, accommodation and meals as written in the booking, as well as the travel organization and travel guide. Special services are to be considered additional costs that are not included into the price of the travel arrangement (single rooms or rooms different to those that are offered in the basic travel arrangements, special meals, additional excursions,…) or the travel arrangement itself lists them as services upon additional payment (visa, airport tax, tourist tax,…). These services are to be paid by the passenger separately. When making a booking, the passenger can express his wishes regarding special services, if they are possible, he will have to provide an additional payment. During the travel the special services have to be paid (in correspondent foreign currency) to the travel guide or to the representative of Exceptional Retreats wherever these services take place. The categorization of accommodation (number of stars) listed in the travel arrangement programs are provided by the holiday location or are stated by the national categorisation of every country. Exceptional Retreats has the right to inform the passenger about the name of the accommodation upon arrival to the destination.
- AMENDMENT AND CANCELLATION OF BOOKING ON BEHALF OF PASSENGER (GROUPS)
For every amendment after the booking has been made (upon filling in the booking form), if the amendment is possible at all, the Exceptional Retreats charges the passenger the amount of 10 EUR. The passenger has the right to cancel the booking. The cancellation of booking has to be made in writing. Should this occur Exceptional Retreats reserves itself the right to claim from the passenger the costs that the agency has suffered due to the cancellation of booking. The amount of costs depends on the date when the written booking cancellation was received. Unless stated differently in the travel arrangement, the following cancellation terms are to be considered as valid:Return policy for Exceptional Retreats private group programs:In case of cancellation 59-31 days before departure, the cancellation fee is 50% of total price.
In case of cancellation 30-15 days before departure, the cancellation fee is 60% of total price.
In case of cancellation 14-8 days before departure, the cancellation fee is 80% of total price.
In case of cancellation 7-1 days before departure, the cancellation fee is 90% of total price.
In case of cancellation on the day of departure, the cancellation fee is 100% of total price.
Non shows will not be refunded.5.1.
AMENDMENT AND CANCELLATION OF BOOKING ON BEHALF OF PASSENGER(FIT TRAVEL)
For every amendment after the booking has been made (upon filling in the booking form), if the amendment is possible at all, the Exceptional Retreats charges the passenger the amount of 30 EUR. The passenger has the right to cancel the booking. The cancellation of booking has to be made in writing. Should this occur Exceptional Retreats reserves itself the right to claim from the passenger the costs that the agency has suffered due to the cancellation of booking. The amount of costs depends on the date when the written booking cancellation was received. Unless stated differently in the travel arrangement, the following cancellation terms are to be considered as valid:Return policy for Exceptional Retreats private FIT (Free independent traveler) programs with included flights, a la carte tours, transfers etc..: In case of cancellationfrom date of booking-45 days before departure, the cancellation fee is 60% of total price.
In case of cancellation 45-31 days before departure, the cancellation fee is 70% of total price.
In case of cancellation 31-8 days before departure, the cancellation fee is 80% of total price.
In case of cancellation 8-1 days before departure, the cancellation fee is 90% of total price.
In case of cancellation on the day of departure, the cancellation fee is 100% of total price.
Non shows will not be refunded.
- CANCELLATION OF TRAVEL OR CHANGE OF TRAVEL PROGRAM, IF TRAVELING WITH A GROUP (GROUPS)
Based on the valid legislation, Exceptional Retreats has the right to cancel group programs at the latest 7 (seven) days before the planned date of departure, in case there has not been enough bookings made for the realization of the travel.Exceptional Retreats regular daily tours can be cancelled at the latest the day before the scheduled tour. The lowest number of passengers is determined with every program individually unless is made only for you and the persons on your booking. Should it happen that the number of passengers does not reach the minimum of passengers needed for the realization of the travel arrangement, the organizer does not take any responsibility for the damage compensation to the passengers, who booked the travel, yet every passenger is reimbursed the full amount of the payment he previously made. Exceptional Retreats has the right to partially or completely resign from the travel agreement, in case during the duration of the travel or the execution of the program occur unexpected circumstances, which could not have been anticipated, eliminated or avoided, yet for Exceptional Retreats such circumstances represent a justified cause in which the agency would not have concluded the travel agreement if such circumstances would have existed at the time of its conclusion. Exceptional Retreats has the right to change the date or time of departure due to the change in the date or time of departure of the means of transport booked for the travel or in case of force majeure, as well as has the right to change the direction of the travel due to changes of the conditions of travel (new timetable, unstable conditions in the country of travel, natural disaster or another unexpected cause, that is out of our control) without any reimbursement for the damage and according to the valid regulation of the passenger traffic. As Exceptional Retreats can not take the responsibility for the changes to the program due to force majeure, which could occur during the execution of the program, the agency has in this case the possibility to offer the passengers its services in another form that the existing conditions allow. Exceptional Retreats has the right to partially or completely resign from the travel agreement during the duration of the travel if the passenger does not follow the behaviour rules, which are valid on certain types of transport or in certain accommodation and if the passenger with such behaviour endangers the wellbeing and health of other passengers and prevents the representative of the agency the realization of the travel program.
- TRAVEL DOCUMENTS
Passengers, who book a trip abroad, must have a valid passport or another suitable document that enables them to enter a foreign country. In case certain countries condition the entry to the country with a special document (visa), the passenger must acquire these documents before the travel or up to the date, stated in the program. The passengers who are not residents of the EU must acquire all the necessary documents, required by the countries of the travel destination and the ones they cross when travelling. The underage passengers need to acquire all the necessary documentation for the border crossing of the underage passengers. Should a passenger not fulfil the obligations given or should it occur that due to the passenger’s unregulated documents he is not able to travel or he has due to the same reasons cancel the travel during its duration, Exceptional Retreats follows the terms and conditions stated in Return policy. In case Exceptional Retreats mediates in the procedure of acquiring a visa for the passenger, the agency cannot guarantee that its mediation will be successful. Mediation in the procedure of acquiring visa is not included in the price of travel and needs to be paid separately. The cost of mediation in the procedure is not returned to the passenger in any case. Should the passenger lose the documents during the duration of the trip or should the documents be stolen and these are necessary for the continuation of travel or for his return to the home country, the passenger has to provide himself new documents on his own costs. In case the passenger has to interrupt the travel due to losing their documents or because they were stolen, he is not entitled to the proportional reimbursement of the paid price of the travel.
8. CUSTOMS AND CURRENCY CONTROL REGULATION
The passenger must respect the customs and currency control regulation of the Republic of Slovenia, as well as of the other countries he is travelling to. Should the passenger due to disrespect of these regulations be unable to continue the travel, the passenger is the only one to suffer the consequences and costs, occurred from such situation.
- HEALTH REGULATION
According to the regulation of the World Health Organization the passenger is required to get vaccinated before travelling to certain countries, as well as to acquire adequate corresponding documents confirming the vaccination. Vaccination is obligatory even in cases when such health regulation was accepted after the booking was made. Rejection of vaccination is not an excusable reason for the cancellation of booking, unless there are contradictions for the passenger’s health. In such case the passenger has to provide a medical statement. Exceptional Retreats is not responsible for eventual complications or the cancellation of the travel on behalf of the passenger which could occur due to disrespect of the health regulation of the country the passenger is travelling to.
The transport of luggage is free up to a certain weight limit, determined by the company that is providing the transportation. Exceptional Retreats does not take any responsibility for lost or damaged luggage. The passenger needs to report the lost or damaged luggage to the company that provided the transport or to the accommodation, where the passenger is staying. When travelling by airplane, according to the regulation, valid in the international air passenger traffic, the airline is the one responsible for luggage. In case the luggage got lost, the passenger needs to fill in the form PIR of an airline he was travelling with. Once filled in the form PIR, the passenger needs to hand in one copy of the form to the representative of the airline and retain the other copy for himself. Upon receiving this form the airline reimburses the passenger the compensation of the lost or damaged luggage, according the regulation, valid in the international air passenger traffic. Exceptional Retreats is not responsible for the theft or damage of the passenger’s luggage or other personal belongings, valuables and documents in the accommodation, where the passenger is staying (hotels, hotel rooms, apartments, etc.).
Every passenger – holder of the travel agreement, has the right to the reclamation of unsuitable services. According to the regulation of the Consumer Protection Act, the passenger has to inform of all the irregularities and deviations from the agreed and paid travel arrangement to the responsible person for the services (whoever carries them out) or the local representative at the travel destination as soon as possible. Should the passenger fail to do so, after returning home he will not be able to hand in a written complaint, if the deficiencies were not completely settled. The passenger has to hand in a written reclamation at least 30 (thirty) days after the conclusion of the travel. In case the passenger misses the legally determined date for the handing in the reclamation, Exceptional Retreats will not consider his complaint. Without a written reclamation Exceptional Retreats does not consider the claims for the reduction of the price of travel arrangement or any other types of reimbursements and other claims. The organizer will not consider a group complaint, which would be signed by more passengers – holders of the travel agreement, resulting from one reclamation claim. To the written claim for the price reduction, reimbursement or other type of claims the passenger needs to attach adequate confirmation of the hotel manager, transport provider or other authorised person, which will confirm the passenger’s claims, on base of which the passenger is demanding the reimbursement (for example, confirmation of payment). If Exceptional Retreats holds the responsibility for nonrealization of the program or single services, the passenger is entitled to the reimbursement in amount of the real value of the nonrealized services or according to applicable regulations of the Consumer Protection Act, except in cases when Exceptional Retreats has the right to cancel the travel arrangement or change of travel program.
The prices of the travel arrangements only in Slovenia, unless differently stated in the program, include basic accident insurance, yet they do not include health insurance, which means that the passengers are responsible for taking care of their own insurance. When travelling abroad it is recommended to get the health insurance with global coverage-ask us for it.
- FINAL PREMISES
All the prices of Exceptional Retreats programs include value added tax. By making a booking every passenger gives Exceptional Retreats his permission to use the photographs and videos made on the travel (the photographs and videos could include every passenger) in promotional and commercial intentions. Exceptional Retreats does not take any responsibility for the behaviour of passengers and damage that passengers would cause during the travel. In the event of dispute between Exceptional Retreats and the passenger the legal procedure is in competence of the court in Celje, Slovenia. Exceptional Retreats does not take responsibility for eventual errors in the promotional material (catalogues, leaflets and websites). These general terms and conditions replace all the previously issued general terms and conditions.