Terms & Conditions

General Travel Conditions

The following general travel terms and conditions (hereinafter “Travel Terms and Conditions”) apply to all business relationships between Traveliso OG GmbH (FN 641659 Wien) Klosterneuburgerstrasse 65/4, 1200 Vienna (hereinafter “Traveliso OG”) and its customers (hereinafter “Traveller”), if their validity was communicated prior to the conclusion of the contract and the opportunity to take note of them was granted. Individual agreements take precedence over the Travel Terms and Conditions.

Traveliso OG can act as a retailer (Section A) and/or as an organiser (Section B). While the retailer only assumes the obligation to endeavor to secure a claim to services (including individual travel services) from third parties (organisers, transport companies, hoteliers, etc. the organiser is responsible for the performance of the travel services included in the package travel contract, irrespective of whether those services are to be performed by the organiser or by other travel service providers (Section 11 Paragraph 1 PRG). A company that acts as a package organiser can also act as an retailer if third-party services are arranged under a separate contract after the package travel contract has been concluded, in particular after the performance of a travel service of the package has already started (e.g. optional excursions at the holiday destination), provided that the intermediary position as a retailer and the respective principal are clearly disclosed. The following terms and conditions represent the contract text under which Traveliso OG concludes contracts with its travellers (note: within the meaning of the PRG) as a retailer (Section A) or as an organiser (Section B).

Insofar as separate contracts are concluded through the mediation of Traveliso OG, the special terms and conditions of the respective trader(s) (package package organiser, transport company, hotel operator, etc.) brought to the attention of the traveller prior to the conclusion of the booking shall take precedence.

A. TRAVELISO OG AS ORGANISER

The following terms and conditions form the basis of the contract (package travel contract) that travellers conclude with Traveliso OG as the organiser.

1. Booking/Conclusion of Contract

Bookings can be made in writing or verbally (or by telephone). Verbal bookings (by telephone) will be confirmed immediately in writing by Traveliso OG. After the travel services requested by the traveller have been booked via the booking order, Traveliso OG will send them confirmation of the travel contract (travel confirmation) upon or immediately after conclusion of the contract, in accordance with legal provisions.

2. Participant Substitution Policy

According to Section 7 Paragraph 1 of the Austrian Package Travel Act (PRG), travellers may transfer the travel contract to another person, provided that they fulfill all of the contractual conditions. The traveller must notify Traveliso OG directly or the retailer of the intended transfer in writing or by email no later than 7 days before the start of the package tour. The transferor and transferee are jointly and severally liable to Traveliso OG for the outstanding amount of the travel price, as well as for any additional fees, charges and other costs incurred as a result of the transfer, insofar as these have actually been incurred.

3. Rebooking

At the traveller’s request, Traveliso OG will, where feasible, amend the confirmation (rebooking) up to 7 days before the start of the trip/service. Changes to the travel period, travel destination, or individual service providers (accommodation, transport) are considered rebookings. Please note that in the event of such a rebooking, the additional costs incurred will be charged.

3.1. Late Add-On Traveler Fee

If the traveller requests to add one or more additional travellers to an existing booking after the final group size has been confirmed, and the agency agrees to handle such a request, a late add-on traveller fee of €100 per added person applies.

The acceptance of additional travellers is subject to availability and feasibility with the respective organisers, service providers, and accommodation partners. The agency cannot guarantee that the same travel conditions, prices, or services will be available for the added traveller(s).

4. Notification of lack of conformity

The traveller must immediately notify Traveliso OG of any non-conformity with the contract that they become aware of during the provision of the agreed travel services, taking the respective circumstances into account. The notification can be made directly to Traveliso OG, a local Traveliso OG representative (provided one has been designated and can be reached on site without significant effort), or to the retailer. If the traveller fails to provide this notification, this omission may be considered when determining the traveller’s claim for price reduction and/or damages, provided that Traveliso OG has informed the traveller of this obligation in writing.

5. Withdrawal from the contract before the start of the package

5.1. Withdrawal by the traveller before the start of the package

The traveller may terminate the package travel contract at any time before the start of the package tour, without giving reasons, against payment of an appropriate termination fee according to the schedule below, calculated as a percentage of the travel price based on the expected cost savings and income from alternative deployment of the travel services, and depending on the time of cancellation. The withdrawal must be declared to Traveliso OG and/or the retailer. The use of a durable medium is reccommened.

1. Special flights (charters), group IT (group package tours on scheduled services), coach company tours (multi-day trips)

up to 110 days before departure ……………………………………………………………………………… 0%

from 109 to 77 days before departure ……………………………………………………………………… 20%

from 76 to 44 days before departure …………………………………………………………………………45%

from 43 to 11 days before departure ………………………………………………………………………… 70%

from the 10th day before departure or in case of no-show……………………………………………. 95%

of the package price.

2. Individual IT (individual package tours on scheduled services), rail company tours (excluding special trains)

up to 60 days before departure ……………………………….……………………………………………………0%

from 59 to 31 days before departure ………………………………………………………………………… 20%

from 30 to 21 days before departure ………………………………………………………………………… 40%

from 21 to 11 days before departure ………………………………………………………………………… 50%

from 10 to 4 days before departure …………………………………………………………………………. 85%

from the 3rd day (72 hours) before departure or in case of no-show…………………………………95%

of the package price.

5.2. Withdrawal without cancellation fee

Apart from the statutory rights of withdrawal, the traveller may also terminate the contract without paying any termination fee in the event :

• that Traveliso OG is constrained to alter significantly any of the main characteristics of the travel services, or cannot fulfil the traveller’s special requirements which Traveliso OG accepted; or

• of unavoidable and extraordinary circumstances occurring at the destination or in its immediate vicinity which significantly affect the performance of the package tour or which significantly affect the carriage of passengers to the destination.

5.3. No-show

No-show means the failure of the traveller to commence the package for reasons for which Traveliso OG is not responsible where the traveller does not make use of any of the travel services.

5.4. Withdrawal by Traveliso OG after commencement of the trip

In addition to the statutory rights of termination, Traveliso OG shall be released from providing the conctractual services if their provision becomes unreasonable, in particular, due to

• the traveller’s desruptive and grossly inappropriate behaviour towards other travellers and/or Traveliso OG’ s suppliers or agents and their staff, despite a warning;

• inadequate travel documents of the traveller, unless attributable to Traveliso’s fault;

• an infectious desease of the traveller that would put other travellers and/or staff mebers of Traveliso OG’s suppliers or agents at risk.

In this case, the traveller, if at fault, is not entitled to a refund of the package price and obliged to compensate Traveliso OG for any damage exceeding the package price.

6. Amendments to the contract

Traveliso OG reserves the right to insignificantly change the characteristics of the travel services and will inform the traveller of any such change in a clear, comprehensible and prominent manner on a durable medium.

7. Insurance

7.1. When traveling on vacation, making and using copies of important documents – where permitted – is recommended. Theft of valuables by third parties unconnected with the provision of the travel services included in the package cannot be ruled out and is generally borne by the traveller themselves, unless caused by Traveliso OG’s fault.

7.2. Travellers are recommended to take out insurance (travel cancellation insurance, trip interruption insurance, travel baggage insurance, travel liability insurance, international travel health insurance, delay insurance, personal protection, etc.) that guarantees adequate coverage from the date of the package travel contract until the end of the package tour.

8. Travellers with Mobility Restrictions

8.1. Whether a package tour is specifically suitable for persons with reduced mobility must be clarified on a case-by-case basis, taking into account the type and extent of the reduced mobility, the nature of the package tour (e.g., adventure tour, study tour, city trip, etc.), the country/destination, the means of transport (e.g., bus, plane, ship, etc.), and the accommodation (e.g., hotel, alpine hut, tent, etc.). Persons with reduced mobility should therefore ask Traveliso OG whether the desired package tour is suitable for them in their specific case.

8.2. The suitability of a package tour in a specific case for persons with reduced mobility does not mean that all services included in the package tour contract can be used without restriction by the person with reduced mobility (e.g., a hotel complex may have suitable rooms and other areas for persons with reduced mobility. However, this does not mean that the entire complex (e.g., use of the pool, etc.) is suitable for persons with reduced mobility). If this is the case and the person with reduced mobility books the package tour, the package organizer will keep a disability protocol. This forms the basis of the package tour contract to be concluded.

8.3. Traveliso OG may refuse a booking of a package tour by a person with reduced mobility if Traveliso OG and/or one of its suppliers or agents (e.g., hotel, airline, etc.), after a careful assessment of the traveller’s specific requirements and needs, conclude that the traveller cannot be transported/accommodated safely and in accordance with safety regulations, or conclude that the specific package tour is not suitable for the traveller.

8.4. Traveliso OG and/or of its suppliers (e.g., airline, hotel, etc.) reserve the right to refuse transport/accommodation to a traveller who has failed to adequately notify Traveliso OG of their limited mobility and/or special needs, thereby enabling Traveliso OG and/or its supplier to assess the possibility of safe and organizationally feasible transport/accommodation if that transport/accommodation turns out not to be feasible despite reasonable efforts.

9. Disclosure of Information to Third Parties

Information about the names of tour participants and the whereabouts of travellers will not be disclosed to third parties unconnected with the provision of the travel services included in the package, even in urgent cases, unless the traveller has expressly requested such a disclosure. The

costs incurred in transmitting urgent messages at the traveller’s request are borne by the traveller. Travellers are therefore advised to inform their relatives of their exact holiday address.

10. Payment

10.1. Unless otherwise agreed, the traveller must transfer a deposit of 20% of the travel price to the account stated in the package travel contract (or to the account notified by Traveliso OG or the retailer) within 7 work days of receipt of the package travel contract, but no earlier than 11 months before the end of the package tour.

10.2. The remaining balance becomes due 20 days before the start of the package. If a contract is concluded within 20 days of the start of the package, the entire travel price must be transferred immediately upon receipt of the package travel contract to the account stated therein (or to the account notified by Traveliso OG or the retailer).

10.3. The traveller is obliged to pay the travel price agreed within the framework of the package travel contract on time and in full accordance with the payment terms. In the event of a late or incomplete deposit or final payment according to point 13.1 or 13.2. Traveliso OG reserves the right, after issuing a reminder and setting a grace period, to withdraw from the contract and, charge the cancellation fee specified in 8.1..

11. Special terms and conditions for distance selling (online business)

11.1. The contract data will be saved for invoicing purposes and sent to the traveller in the form of booking confirmation.

11.2. Billing is in euros (€), if not agreed otherwise.

11.3. The traveller’s delivery/contact address is the last address provided to the package organiser (e.g., email address). Changes must be communicated by the traveller immediately. Travellers are advised to use the written form for this purpose.

12. Insolvency Insurance

Traveliso OG has insolvency protection with Accelerant Insurance Europe SA (Bastion Tower, Ebene 20, Place du Champ de Mars 5, 1050 Brussels, Belgium) In the event of the package organiser’s insolvency, payments will be refunded. If the package organiser becomes insolvent after the start of the package tour and transport is part of the package tour, the return transport of the travellers is guaranteed. Travellers can contact:

Cover-Direct Versicherungsmakler und Werbeagentur Ges.m.b.H.

Hietzinger Hauptstrasse 35 DG, A-1130 Wien

Phone number: +43 (0) 1 / 969 08 40

Email: office@cover-direct.com

Claims have to be filed within eight weeks of the onset of insolvency in accordance with the Package Travel Regulations (PRV).

B. TRAVELISO OG AS RETAILER

The following terms and conditions form the basis of the contract (agency contract) that the traveller concludes with Traveliso OG as the intermediary/retailer.

1. Booking/Conclusion of Contract

1.1. By submitting a booking order, the traveller commissions Traveliso OG to conclude an intermediary contract for a single service like accommodation, transport, vehicle rental or other tourist services, linked travel arrangements or a third-party package tour. Bookings can be made in writing, verbally, by fax, or via online services. The booking order is binding for the traveller as soon as it has been received by Traveliso OG. In the case of bookings that are also made for third parties (fellow travellers), the person making the booking also assumes full responsibility for the contractual obligations of these third parties towards Traveliso OG.

1.2. Online bookings only become binding for the traveller after providing their personal data, accepting the Travel Terms and Conditions and submitting the contractual declaration via the button referring to the obligation to pay. 1.3. The confirmation of receipt of the booking order (order receipt confirmation), which is to be sent to the traveller, does not constitute acceptance of the traveller’s booking order by Traveliso OG, but merely confirms receipt of the traveller’s booking order by Traveliso OG. Only with the acceptance of the booking by Traveliso OG, the agency contract is concluded.

1.4. The contract for the travel agency service will be saved and archived by Traveliso OG.

2. Information and other ancillary services

2.1. Information on passport, visa, foreign exchange, customs and health regulations Traveliso OG will provide general information on passport and visa requirements, including approximate periods for obtaining visas and information on health formalities, of the country of destination. It remains the responsibility of the traveller to check the individual entry requirements.

Further information on passport and visa requirements, health formalities, and foreign exchange and customs regulations can be obtained by Austrian citizens by selecting their desired destination country at www.bmeia.gv.at/reiseservices/reiseinformation, or by EU and US citizens from their respective diplomatic missions.

3. Legal status and liability

3.1. Traveliso OG’s liability is limited to

– the careful selection of the respective package organiserpackage organiser or service provider;

– provision of the legally required and necessary information;

– the forwarding of notifications, declarations of intent and payments between the traveller and the mediated trader and vice versa;

– booking errors, unless attributable to the traveller or caused by unavoidable and extraordinary circumstances;

Where the mediated package organiser is established outside the European Economic Area, Traveliso OG subject to responsibilty and liability as package organiser as well as insolvency protection, unless it provides evidence that the respective organiser complies with these obligations.

3.2. Special requests of the traveller in the sense of customer wishes (e.g., sea view) are generally non-binding and do not trigger any legal claim unless confirmed by the package organiser or service provider. The taking of customer requests by Traveliso OG only obliges it to forward these enquiries to the respective package organiser or service provider and is not a legally binding commitment as long as it has not been confirmed by the package organiser or service provider.

4. Payment

4.1. If Traveliso OG invoices the arranged tourist services and collects the resulting payments, this is done in the name and on behalf of the package organiser/service provider concerned.

Traveliso OG is under no obligation to hand out the relevant tickets, vouchers, or other travel documents until full payment of the price has been received.

5. Remuneration of the Retailer

The retailer is entitled to appropriate remuneration for its services.

5.1. Consultation Fee

If the travel agency prepares travel offers based on the information provided by the traveller, and no booking is made after reviewing the offers, a fee of €100 per offer and per traveller will be charged. This applies to up to three newly created booking proposals. Any additional offers are charged separately at €100 each.

5.2. Booking Fee

If a booking of services (e.g., package tour, flight, or hotel) is made through the retailer based on the travel offer provided, with the respective package organiser or service provider, the retailer is entitled to a fee per booking and per traveller of 60€.

5.3. The intermediary service of the travel retailer is considered completed and compensated by the booking fee once a contract between the traveller and the respective package organiser (e.g., for package tours) or service provider (e.g., for individual services such as flight-only) is concluded.

If the traveller requests the retailer to perform services beyond this mediation, additional fees will apply depending on the type and scope of the requested service.

5.4. Rebooking Fee

If the traveller requests the retailer to make, on behalf of the traveller, changes to the mediated services (e.g., change to a different flight) that are not due to incorrect or incomplete information provided due to the traveller’s fault and/or not due to a failure by Traveliso OG, the retailer is entitled to a fee per transaction and per traveller of 50€.

5.5. Cancellation Processing Fee

If the traveller requests the travel retailer to cancel a mediated service, and the cancellation is not due to incorrect or incomplete information provided due to the traveller’s fault and/or due to a failure by Traveliso OG, the retailer is entitled to a fee per cancellation of 50€.

5.6. Processing Fee for Transfer of Package Travel Contract

If the traveller intends to transfer the package travel contract to another person in accordance with § 7 PRG and uses the services of the retailer for this purpose, the retailer is entitled to reimbursement of actual and reasonable transfer costs, and in any case, a processing fee of 50€.

5.7. Processing Fee for incorrect/incomplete information provided due to the traveller’s fault

For changes (e.g., rebooking, name change) that become necessary due to incorrect or incomplete information provided due to the traveller’s fault, the retailer is entitled to 50€.

5.8. Processing Fee for Assistance with Disruptions in Individual Travel Services Provided by Third Parties

If individually mediated travel services deviate from the originally agreed terms (e.g., flight cancellation, change of departure airport) without fault of the retailer, the mediated service provider is generally responsible for remedying the issue (e.g., the airline must offer alternative transport under the Air Passenger Rights Regulation in case of cancellation). If the mediated service provider does not fulfill their legal obligations adequately and the traveller requests the retailer’s assistance in remedying the issue (e.g., by searching for and arranging suitable alternative flights), the retailer is entitled to the arranged fee per transaction and per traveller of 100€ for this additional service beyond the original mediation. The fee does not apply where the retailer is only asked to forward messages, requests or complaints to the organiser or service provider

C GENERAL AND CONCLUDING PROVISIONS

1. Note: With your express permission, which will be requested prior to the conversation, we reserve the right to record customer conversations with our call center for quality control or staff training purposes.

2. The total or partial invalidity of individual provisions of these travel conditions or their nullity does not lead to the invalidity of the entire travel conditions, and these are not affected thereby.

3. Traveliso OG is not obliged to participate in dispute resolution proceedings and does not participate in dispute resolution proceedings before a consumer arbitration board.

Data Protection

The information regarding data protection provided here is merely an excerpt from Traveliso OG’s data protection declaration and is intended to provide a better overview. The full version, which is part of our travel conditions, can be found on the Traveliso OG website.

Traveliso OG stores and processes the personal data concerning travellers exclusively on the basis of

• customer’s consent in accordance with Art. 6 (1) (a) GDPR;

• within the framework of legal obligations pursuant to Art. 6 (1) (c) GDPR;

• for the performance of the contract or for the implementation of pre-contractual measures in accordance with Art. 6 (1) (b) GDPR;

• our legitimate interest pursuant to Art. 6 (1) (f) GDPR

Without this data, Traveliso OG cannot conclude or fulfill the contract with their clients. Consent to the use of clients’ data for marketing purposes can be revoked at any time in accordance with Art. 7 (3) GDPR. If Traveliso OG processes clients’ data for marketing purposes based on legitimate interest in accordance with Art.6 (1) (f) GDPR, clients can object to this at any time in accordance with Art. 21 GDPR.

For the purpose of processing the contract, it is necessary to pass on customer’s personal data to internal and external service providers (booking platforms, package organisers, airlines, hotels, review platforms, payment platforms, insurance companies, etc.). Traveliso OG expressly point out that, depending on the trip, the package organiser and the destination, personal data may leave the European Economic Area and it is not possible for the company to obtain the necessary guarantees within the meaning of the GDPR with regard to compliance with statutory data protection requirements for recipients of the personal data concerning clients and their travel companions outside the European Economic Area.

Every customer who provides personal data to Traveliso OG has the right to information pursuant to Art. 12/13 GDPR, access pursuant to Art. 15 GDPR, as well as the right to rectification or erasure of personal data, restriction of processing, and data portability pursuant to the GDPR. In the event of a complaint, clients can contact the competent authority.

The customer consents to unencrypted communication via email, such as the sending of booking documents or the transmission of their personal data (and that of other travel participants) to Traveliso OG’s partners.

Traveliso OG Travel Agency Legal form: OG Headquarters: Klosterneuburgerstrasse 65/4, 1200 Vienna Chamber affiliation: Member of the Austrian Chamber of Commerce, Travel Agency Section Commercial register no.: FN: 641659 Commercial register court: HG Vienna VAT no.: FN: ATU81416727 Supervisory authority: Municipal District Office 1010 Vienna Trade regulations: www.ris.bka.gv.at/Bundesrecht/

Management: Vesna Karalić, Sonia Friedmann, Lidija Lovrinović

Business purpose: Specializing in European vacation planning and travel mediation, including hotel bookings, flights, and trip packages.