Информационный центр

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Last update: 03 сентября 2022

Purchase terms during the Covid-19

As a result of the Covid-19 pandemic, all reservations made in 2019 and 2020 were suspended due to the inability to travel. This resulted in exceptional measures that replace our normal sales conditions.

Our agency was first closed for more than a year and we have finally reopened with solutions for everyone. We initially put each request on hold, and none was cancelled. The deposit or full payment was kept as is and everyone was offered to use it as a credit for the same or another service at a later date. We had to set a 30 months after the initial request time limit to use it by simply writing to us and setting a new date. We contacted each customer individually at least 3 times.

For the reasons stated above, our conditions are as follows:

No refund or compensation will be made on the advance already paid, without exception. Our agency has neither the capacity nor the legal obligation to make a refund.
Our agency does not have the capacity to maintain the reservation requests for a long time. The 30-month time frame (we are talking about 2.5 years) seems more than reasonable.
Any proposal from the client before this 30 months period from the initial reservation will be treated on a case by case basis, our goal being to find a solution for everyone.
If there is no communication from the client within this 30-month period, and despite our efforts to contact everyone, we will simply cancel the reservation requests. It will not be possible to reactivate a reservation quest. In our opinion, there is no justification for the customer not to contact us, not even justifying that no email has been received. Again, we believe that 30 months is more than reasonable to communicate with us.
We have often had the argument that this or that tour company was more flexible, or offered a refund, etc. We would like to point out that each company applies its own conditions of sales, governed by the law, but also by their human and financial capacity.
For all those who have responded but cannot indicate a definitive date of service, again we cannot keep requests for unknown dates. In this case too, the reservation requests will be cancelled.

These conditions are intended to clarify the past and current situation. Each case is unique and some have experienced personal tragedy. We understand this. Our agency has also been affected and although we try to be flexible and find a solution for everyone, we have limits.

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