The tour operator is not responsible for non-fulfillment or inaccurate fulfillment of this contract and does not owe compensation if the reasons are due to:
- The participant, including failure to appear at the designated departure location and time.
- Actions of a third party unrelated to the execution of the contract.
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Force majeure circumstances – unforeseen or unavoidable extraordinary events that arise after the contract is signed and cannot be foreseen or prevented by the tour operator or its contractors while fulfilling their obligations in good faith. Such events include:
- Border delays
- Difficult road conditions
- Traffic accidents
- Airline or ferry strikes
- Extensive border checks by authorities
- Denial of medical assistance to a participant
- Scheduled events restricting access to tourist sites
- Other exceptional circumstances
In such cases, the tour operator reserves the right to modify the program as necessary.
- Services purchased individually by the participant on-site and not through the tour operator.
- Lost personal documents – The tour guide may assist, but without disrupting the planned itinerary. Any costs related to forgotten belongings at hotels, phone expenses, etc., are borne by the participant.
- Damages caused by the participant’s actions – The tour operator is not responsible for any damage resulting from failure or improper fulfillment of the contract by the participant, including intoxication from alcohol or drugs affecting program execution. No compensation is due if the participant is removed from the program due to hooligan behavior, as documented by official personnel or other tourists.
Dispute Resolution
All disputes regarding contract execution will first be resolved by mutual agreement. If no agreement is reached, disputes will be referred to a competent Bulgarian court.
Filing a Complaint
- If a participant notices non-fulfillment or incorrect fulfillment of contract terms during travel, they must immediately inform the service provider on-site and notify the tour operator in writing so that timely measures can be taken.
- If the issue is not resolved on-site, the participant may submit a formal complaint within 14 days after the trip, describing all relevant facts and circumstances.
- If the complaint is submitted orally, the tour operator will draft a protocol, which must be signed by the participant.
- The tour operator is obliged to respond within 30 days of receiving the complaint.
- Complaints not submitted as per Clause 6.3 will not be considered.