Terms and Conditions
The expressions and words: “us”, “we”, “our”, “our company”, “Auhero”, “Auhero Travel” will mean in this terms and conditions AUHERO SRL company, registered in Romania, Bucharest, as travel agency with the licence no. XXXXX.
The expressions and words: “suppliers” shall mean a hotel, or an agent acting for one hotel or several hotels, supplying to
By making a booking with us, you agree to be legally bound by these terms and conditions as they may be modified and posted on our web site throughout time.
By making a booking with us, you confirm that you are 18 years old or over. You also confirm that all details you provide to us for the purpose of purchasing the Service from our company will be correct. You are fully responsible for any consequences resulting from your details being provided incorrectly.
- General Conditions:
These booking conditions cover all bookings made through our website, including bookings made directly through our distributors or agents.The travel contract is established between the Client and Auhero Travel. The contract is effective from the time the confirmation of the booking is sent to you. We may transfer or subcontract any or all of our rights and obligations under these terms and conditions at any time. Our services are provided to you for private domestic use only. The contract between you and our company is a consumer contract. Accordingly, we do not accept any liability for any business loss caused by the unsatisfactory fulfilment of your Service order.In case the booking was not made by the Client but another person, or the booking is for more than one Client, we assume that all Clients agree to provide their personal details to us and make a statement to accept all terms and conditions in this contract.
- Price Policy
All vacation prices are based on rates (reflecting foreign exchange rates) known at the time of publication and expected to be in effect at the time of departure, and do not include airfare except where noted on specific itineraries. Vacation prices are per person, based on double occupancy (two people sharing a room). Single room supplements and triple reductions or pricing are listed where applicable. Not all accommodation types are available on all vacations.
In order to book a tour, as per booking procedure described on this website, a payment deposit of 50% of the total price of the tour must be paid at the moment of booking. Payment of deposit does not constitute confirmation of the tour. All group tours are subjected to a minimum group size (as determined by the Company) in order for the confirmation to be effected and for the departure to be finalised. Full payment is required no later than 14 days prior to departure. In case the rest of the amount will not be paid by the mentioned time, the company may cancel the booking and apply the cancellation fees described in Section 4 ” Cancellation” of this Terms and Conditions.
The Customer is allowed to cancel the reservation in writing, at any time prior to the departure date. However, cancellation fee will apply and it is computed based on the length of notice period prior to the departure. Please note that the cancellation fee is a percentage the total tour fare.
The cancellation fees corresponding to periods prior to arrival date:
• 30- 16 days before arrival date – 30 % loss of the total price of the travel services.
• 15- 8 days before arrival date – 50 % loss of the total price of the travel services.
• 7- 3 days before arrival date – 90 % loss of the total price of the travel services.
• less than 3 day before arrival date – 100 % of the total price of the travel services.
Please note that the Company is acting as an agent for services rendered. Even after deposit or full payment has been made, all arrangements are still subject to final confirmation. If due to some unforeseeable circumstances the arrangement cannot be finalised and the reservation has to be cancelled, the Company will notify the Customer at least 1 week before departure. At times due to low subscription for a group tour, the Company may choose to cancel the entire tour 14 days prior to departure. The Company may, if it so chooses, recommend alternative tours either to the same destination or other tours, based on current tour fare. In the case of a free and easy tour, accommodation and all services are strictly upon request and subject to confirmation. The Company may recommend alternatives if available. Please note that surcharges may apply on a case by case basis and the Customer will be advised accordingly. Should the Customer decide not to accept the alternatives, all refund will be made accordingly by the Company and without further obligations. The Company shall also not be held liable for any contingent costs incurred by the Customer arising from the cancellation. The Customer shall receive the refund within 2 to 6 weeks upon the Company notifying the Customer of the tour cancellation. Save as stated herein, the Company shall not be liable for any claims, losses, damages or costs sustained by the Customer.
In case the tourist cannot attend the package tour because of missing flights, not arriving on time, no show or legal issues it will be considered a cancellation from the tourism side and penalties will apply.
- Refund Policy on Unused Portion of the Tour
No refund will be made with respect to accommodation, meals, sightseeing tours or any other services included in the tour fare but not utilised by the Customer, either in part or full, or where the Customer amends, cancels or otherwise varies arrangements after commencement of the tour.
Refund Policy – Payment Mode:
For cheque or cash payment, refund will be made in a form of a cheque and processed within 2 to 4 weeks from date of written cancellation. During peak periods, the refund process may be longer due to the increase in transactions.
- Travel Insurance
The tourist is insured for reimbursement of repatriation costs or amounts paid in case of insolvency or bankruptcy of the agency. The Insurer is SC OMNIASIG VIG S.A., located in Bucharest, Aleea Alexandru, nr 51, sect 1, postal code: 011822 , Romania. The insurance has the series I, number is 30681, valid until 01/2016, renewed yearly.
Purchase of travel and medical insurance is strongly recommended with respect to unforeseen circumstances such as trip cancellation, personal baggage loss, personal accident, injury or illness. Under no circumstances shall the Company be construed as a carrier under contract for safe carriage of the Customer or his / her baggage / belongings. The Company will be pleased to assist in the enquiries of any travel insurance and related matters.
Our service fee includes the transportation of one piece of hand baggage per person. If you would like to travel with baggage that exceeds this limitation in size and/or quantity, please inform us at the time of booking. Should you fail to do so, we cannot guarantee your luggage will be transported, as the capacities of our vehicles are limited.
We do not charge our clients for the transportation of the perambulators and carrying baskets of the children on the passenger list; or wheelchairs and similar devices of our passengers. Please inform us at the time of booking if you wish to travel with access baggage including, but not limited to, perambulators, wheelchairs or other oversized items. This is to ensure that the vehicles can accommodate you. Should you fail to notify us at the time of booking, you will be liable for any additional costs incurred in the carriage of such items.
We do not transfer animals in our vehicles
We do not accept responsibility for any damage or loss in your luggage.
We can only store items left in our vehicles for 2 weeks. If you would like us to take your items to your address, please note that you will be charged the cost of the ride.
During local or national holidays or special events, peek seasons, on Sundays, and during religious occasions, certain facilities such as museums, churches, restaurants, sightseeing tours, hotels, and shopping may be limited or not available. Alternatives will be offered whenever possible. Auhero cannot be held responsible for any closures, necessary itinerary changes or curtails for any reason.
- Photographs or Pictures:
Photographs or pictures appearing on this web site should be used solely as an indication of facilities and attractions. Actual facilities and attractions may vary according to itinerary. Maps shown on the vacation pages are current at the time of printing and may change in case of road works or other unpredicted events that may cause a itinerary change.
- Our company offers the following 2 types of Services:
These tours run on a regular basis as indicated in their description. Depending on the number of requests we have, regular/shared tours are operated with cars/minibuses or coaches. When booking a regular tour you acknowledge the fact that you will have your own seat/s and will be travelling together with other tourists.
Our tours are organized in the days and within the opening hours of the visited sites (castles, palaces, monuments, museums, etc) and we do our best to ensure that they will be open for visitors at the moment you arrive, but we are not responsible in case these sites are closed for visitors due to unforeseen reasons and without prior notice while the tour is taking place.
Private tours are organized at client’s request. In this case you will not travel with other tourists in the same vehicle and you will be the only beneficiary of the services.If you book a private tour you will be picked up from the hotel or address you have indicated when you made the booking at the time mentioned in your confirmation. Our tours are organized in the days and within the opening hours of the visited sites (castles, palaces, monuments, museums, etc) and we do our best to ensure that they will be open for visitors at the moment you arrive, but we are not responsible in case these sites are closed for visitors due to unforeseen reasons and without prior notice while the tour is taking place.
Bookings on our website are made accordingly to the booking process described under the page “Booking” on this website. You can also make reservations through our call center at the phone number +40 765236826, on workdays, between 9-18 local time or via e-mail, giving the following data:
• the requested tour
• the date when you prefer to do the tour
• the time when you prefer to start the tour
• the hotel you stay at (or other address) in Bucharest
• full name and mobile telephone of the leading passenger
• number of travelers
• name and address to be written on the invoice
After processing your enquiry we will send you an email confirmation. Please read this carefully, as it contains important information about your booked services. If you did not receive your confirmation message, please check your spam or junk or bulk folders of your email and if you still don’t have it please call us.
- Order confirmation
For successful bookings, our company sends you a confirmation e-mail. Please read this carefully, as it contains important information about your booked services. If you did not receive your confirmation message, please check your spam or junk or bulk folders of your email and if you still don’t have it please call us.
We will not be liable for any services that failed to be fulfilled because the Clients did not use the information included to solve their problem, whatever the cause.
- Children as our passengers
Children under 18 years must be accompanied by an adult.
Children under 7 years old are not accepted on shared tours. However, there are no age limitations for a private tour.
- Travelers Who Need Special Assistance On Tours
You must report any disability requiring special attention while on tour to Auhero at the time the reservation is made. Auhero will make reasonable attempts to accommodate the special needs of disabled travelers, but is not responsible in the event it is unable to do so nor responsible for any denial of services by air carriers, hotels, restaurants, or other independent suppliers. Auhero cannot provide individual assistance to a vacation participant for walking, dining, getting on and off motorcoaches, cruise ships and other vehicles, or other personal needs. We strongly recommends a qualified and physically able companion must accompany travelers who need such assistance.
- Passengers’ responsibilities during the time of travel
If your travel plans change or cancel, please notify us as soon as possible! If you cannot board our vehicles at the time and place stated on the confirmation, please call us. If you are at the pick-up point at the time agreed and cannot find our driver/vehicle, or you cannot find the meeting point, please contact us as soon as possible on the emergency line (the phone numbers are in the confirmation).
We will not be liable for any services that failed to be fulfilled because the Clients did not use the information or the suggested problem solving methods on their confirmation. Please notice that smoking is forbidden at the board of our vehicles.Transfer cancellation, variation on our initiative
We reserve the right to modify the pick-up time for any Service if necessary. About such modifications we will contact our clients at least 3 hour before departure, on the mobile phone number they gave us.
Please be aware that during your participation in vacations operated by Auhero, certain risks and dangers may arise beyond our control, including but not limited to: the hazards of traveling in undeveloped areas; travel by boat, train, automobile, aircraft, or other means of transportation; forces of nature; political unrest; acts of lawlessness or terrorism; and accident or illness in remote regions without means of rapid evacuation or medical facilities. Auhero will not have liability regarding provision of medical care or the adequacy of any care that may be rendered. While Auhero will use its best efforts to ensure that adequate measures are taken, by agreeing to participate in a vacation and/or optional excursions you agree that you will hold Auhero harmless regarding any provision of medical care or the adequacy of any care rendered. Auhero is not responsible for such risks and dangers that may arise beyond our control. Payment of your deposit indicates you accept these risks and dangers and agree to hold Auhero harmless for such.
The Company reserves the right to accept or reject any person as a vacation participant; to expel any participant from the vacation; to make changes in the itinerary whenever the Company deems it necessary for the comfort, convenience, or safety of the participants; and to cancel a vacation at any time.
The vacation participant agrees that neither the Company nor its affiliates shall be liable for any damage, loss (including personal injury, death, and property loss), or expense occasioned by any act or omission of any supplier providing services, any insurer or insurance administrator under the Travel Protection Plan, or any other person.
- Data protection
In order to process your booking we need to collect certain personal details from you. These will include, where applicable, the names, addresses and telephone numbers of Passengers, payment details and special requirements such as those relating to any disability or medical condition which may affect the chosen booking. In order to process your order we may share your information with our suppliers or other involved third party. We will provide only the personally identifiable information necessary to ensure the successful fulfilment of your travel arrangements.
Where you provide us with personal details relating to any special requirements and/or details of any illnesses, disabilities, you consent to this information being passed onto any organisation or companies responsible for any part of your travel arrangements.
We will not pass any information on to any company and/or organisation not responsible for providing any part of your travel arrangements.
The information may also be provided to the authorities as required by law.
If you make a successful booking with us, we are entitled to assume you do not object to our doing any of the things mentioned above, even without notifying you in advance; unless you tell us otherwise in writing.
If the tourist is unsatisfied with the delivered level of services, it should be communicated immediately to accompanying guide, agency representative or service provider. If needed, within 24 hours, a written complaint will be made, clearly describing the deficiencies. Both the agency and tourist services provider will take immediate action to resolve the complaint, if considered justified. If the complaint is not resolved or partially resolved, the tourist will make a formal complaint to the agency in writing no later than 5 calendar days after the end of the package tour and if considered justified, the travel agency can compensate for the deficiencies and communicate it within 10 days of receiving the complaint.
If you would like to modify or cancel your booking, if you have a complaint or you have questions regarding transfer issues, please send us an e-mail. Please give us your booking data in order to make it easier for us to identify your booking and thus be able to send a reply earlier!