Independent Tours 2022

Both parties have the right to cancel the reservation any time in case restrictions and measurements from the government and the national health board, due to the COVID 19 prohibit travelling in/out of the country or lock down measurements effect normal use of services as per the current official guidelines. If that happens, we can confirm a waiver with due of 2 years or we can also refund your payments, with a charge of 3% of total amount handling fee. Requested negative COVID-19 test or vaccination confirmation does not count as travel restriction or country lock down. All the possible costs related to a COVID-19 testing are to be covered by customer. 15. COMPLAINTS Each traveller - reservation holder has a right to file a complaint if the paid services was not provided. If the services provided are not satisfactory, the passenger is required to immediately notify the Tour Operator about the inadequate service and file a complaint on the day of his/her arrival at the location of the service provider and to inform the Tour Operator office by email at incoming@palma.si or by phone at +386 1 24 43 670 (customer service working hours). The traveller is obligated to cooperate with the Tour Operator’s representative as well as with the service provider in a well-intentioned manner so that the cause of the complaint can be resolved. If upon arrival the traveller is not satisfiedwith the state of the accommodation and leaves the accommodation on his own initiative and finds another accommodation without giving the Tour Operator a chance to resolve the issue, correct the cause of the discontent, or find other accommodation for the traveller, the traveller does not have a right to request a refund or make a claim for compensation, regardless of the fact that his/her reasons were justified or not. The traveller should accept the proposed solution which corresponds with the service rendered on the spot, the Tour Operators will not take additional complaints into consideration or respond to them. If the problem is not resolved on the spot following an intervention, the traveller is obligated to submit a written complaint along with supporting documents as well as any photographs to support the complaint to the agency by e-mail at incoming@palma.si or by post mail no later than 60 days following the return of the traveller from his/her trip. The Agency shall only take into consideration fully documented complaints which are received within the 60-day deadline. The agency is obligated to make a written solution to the complaint within 8 days of receipt of the written complaint. The agency can postpone the deadline in order to collect the evidence and check the claim quotes with the service provider but not for more than 8 days. The agency will take into consideration only those claims whose cause could not be resolved on the spot. The Tour Operator cannot be held responsible for climate conditions, cleanliness, and the temperature of the sea, nor for other similar situations and events which can result in the dissatisfaction of travellers and are not a direct result of the accommodation unit (for example, bad weather, improperly maintained beaches, crowds, lost or stolen property and such). If the traveller decides to book the special LAST MINUTE deal, then he accepts all risks of such travel. These journeys include the uncertainty of the facts upon which the agency cannot influence, and the traveller primarily due to the price accepted such a trip and therefore has no right of complaint to the agency. 16. THE AGENCY’S RIGHT TO CHANGES AND CANCELLATIONS The Tour Operator reserves the right to make changes of reservations in the event of circumstances which cannot be predicted, avoided or eliminated (see Article 2). A reserved accommodation unit can only be changed with prior notification to the traveller for an accommodation unit of the same category or of a higher category and at the price at which the traveller confirmed the reservation. If the replacement accommodation is only possible in a higher-category unit where the price is 15% higher than the price of the paid reservation, the Tour Operator reserves the right to charge the traveller for the difference in agreement with the traveller. In the event a replacement accommodation unit cannot be arranged, the Travel Operator reserves the right to cancel the reservation and notify the traveller prior to the beginning of the service and guarantees a full refund of the paid amount. If the Tour Operator cancels a reservation, the traveller is not entitled to any compensation from the Tour Operator and the Tour Operator is only obligated to refund the amount paid to the Tour Operator’s account. If an adequate replacement unit is not available on the day of the commencement of the service, the Tour Operator will make an effort to provide the traveller with information on possible alternative arrangements. 17. FORCE MAJEUR In case of events beyond the reasonable control of the tour operator, including but not limited to acts of God, war, strikes or labour disputes, airline flight cancellations, terminated stays, disease such as SARS and COVID-19, government regulation or advisory, terrorism or threats of terrorism as substantiated by governmental warnings or advisory notices, disaster, fire, earthquakes, hurricanes, or any other cause reasonably beyond the tour operators’ control at the travel destination or in the home country of the tour operator, making the event commercially impracticable, impracticable to perform, illegal, or impossible to fully perform under this Agreement as the Parties originally contracted. In such case the tour operator may terminate this Agreement, without liability, upon written notification. 18. PERSONAL INFORMATION The traveller provides personal information of his/ her own free will. Personal information is required for processing requested services. The same information shall be used for intercommunication. The Tour Operator is under obligation that the personal information about the traveller will not be taken out of the country or given to a third party except for the purpose of carrying out requested services. The personal information will be kept in a database in accordance with the Management’s decision on the method used for collecting, processing and securing personal information. With the acceptance of these General Terms, the traveller gives permission for his/ her personal information to be used for promotional offers of the Agency. 19. ERRORS IN THE PUBLISHED PRODUCTS Our team is doing their best to ensure all the possible errors and mistakes in all our publications are avoided, however due to the workload and human factor there is always a chance, that a wrong information is published, for which we apologize in advance. This includes, but it is not limited to prices, descriptions, and other available information. As soon as the error is found and reported, it is re- published on our website, where most up-to-date information can be found. We kindly ask to check the website www.palma-travel.eu for up.to -date information, if this is not available to you, we will be happy to send the requested information per email or post. As soon as the error is corrected on our website, the information published in the relevant printed publication is not valid any longer. All the changes and other amendments with regards to the price, description, special conditions, and other information will be published on the website www. palma-travel.eu, with this the information in the relevant printed publication becomes non valid. 20. LIABILITY The liability of Palma d.o.o. is limited. The tour operator will not accept any responsibility in the event of delay or changes in schedules, defaults or over bookings of hotels, sickness, death, weather changes & conditions, strikes, war, political instability, quarantine, and other causes beyond our control. We reserve the right to vary itineraries in order to improve the itinerary, to the traveller’s enjoyment and advantage. 21. COURT JURISDICTION The Traveller and the Tour Operator will aim to settle possible lawsuits in the application of this Agreement and, if an agreement cannot be reached the issue will become subject to the decision of the Celje Court jurisdiction, under the authority of the laws of the Republic of Slovenia. NOTE Paying a deposit or payment in full signifies that the traveller fully comprehends and accepts the aforementioned terms. Ljubljana, 17.06.2020 16