Organization

The offered trips are organized by PLATINUM LIFE Ltd, UIC 207707425, with registered office in Sofia 1404, Manastirski Livadi, Elysium complex, bl.176, operating under the trade name Platinum Travel, in cooperation with local and global partners.

Platinum Travel holds a Certificate of Registration for carrying out tour operator and travel agency activities № ZK-01-8424, issued by the Ministry of Tourism, as well as an insurance policy for liability of the tour operator №03700100005025 from 22.03.2024, issued by “ZD Euroins” AD.

Enrol
A transaction is considered binding on both parties when the deposit or the full quoted price for a trip or service is paid on time. By paying the deposit, the customer also confirms that he/she accepts the relevant descriptions and conditions of a trip or service. Please make sure that all promised services and passport names are correctly entered and added to the invoice and travel documents. Platinum Travel does not adhere to transactions that do not appear on the invoice.

Privacy Policy
In collecting the necessary data from our customers when registering on the website, Platinum Travel follows the rules of this section and the principles for the storage of personal data under the current Personal Data Protection Act. Platinum Travel, always working within the law, reserves the right to change the privacy policy after notifying users/visitors of this web page. By accepting these Terms and Conditions, the Customer is deemed to have read and understood the established and up-to-date Privacy and Personal Data Protection Policy of Platinum Travel, which is published on the company’s website.

Disclosure of information to third parties
Platinum Travel does not disclose, sell, exchange, give away, or in any other way assign to third parties or companies the information you entrust to us. The only exception to this commitment is in the case where the customer has informed and/or consented to the collection of personal data, and/or is necessary when performing the service with external providers – hotels, airlines, etc.

Payment methods

– In cash up to EUR 5,000 or their lev equivalent

– With a BORICA, VISA and MasterCard bank card

– By bank transfer

Deposit and additional payment
When requesting a trip or service, a deposit of 30% of the total amount is payable (unless otherwise stated) within 5 days of receipt of the offer. Each offer is prepared in accordance with the client’s requirements and is unique. The deposit amount may be higher in cases where airline tickets or other parts of the trip need to be arranged and paid for long before departure. In the event that the deposit is not paid within the specified period, the transaction shall be deemed void.
Payment for a trip or service must be made at least 15 days before the day of departure unless otherwise agreed. The flight tickets and other travel documents will then be sent to the customer so that they are available at the latest 7 days before departure. Platinum Travel shall be entitled to fail to perform its obligations under the Contract, without incurring any liability, if the Customer fails to make payments within the prescribed time limits and thereby shows bad faith in the performance of its obligations. If the Customer has paid a deposit but has not made payments up to the full total cost of the trip within the time limits set, the deposit will not be refunded.

For individual trips and those booked and completed at short notice, Platinum Travel invoices an upfront amount that covers the basic elements of the trip previously requested by the client – airfare, hotels, transfers, etc. Airline tickets and hotel reservations are made upon payment of the invoice amount, in any case prior to the event. If the customer fails to pay the airfare amount on time, Platinum Travel has the right to cancel the reservations or tickets issued, and the ticketing fee will remain payable by the customer. Hotel reservation and voucher issuance is made after the customer pays the full amount. Platinum Travel is not at fault if the customer has not paid the amount due on time. Each trip is determined individually, respectively the services and payment terms, which depend on the cancellation terms.

Price of the trip
The base price of a trip covers the services that are specified for each destination in the programme/price list/tour description. It will also clearly mention the extra charge for special additional services on each trip. All package fares are based on the lowest available airfares of a given airline and usually include applicable taxes and fees. This price is indicative and subject to availability and airline choice. The final price will be confirmed upon request and payment of the trip. Platinum Travel is not responsible for changes in airfares, airport charges or changes in flight dates and times.

Changes and ordering additional services
If not otherwise agreed, the following rules apply: for a period longer than 30 days before the requested travel or service, change of air ticket and/or ground arrangements, a service fee of 50 euros per person will be charged. It should be borne in mind that there may be cases where changes are not possible after confirmation of services already ordered, or they are only possible for a certain provider fee, which is additional to the agency fee. Changes requested within a shorter period of time will be treated as a cancellation and a new request. The additional services that are not included in the basic price of the organized trip are requested and paid additionally at the conclusion of the contract, and the options and changes for these services are described with each program. Requesting additional services is a prerequisite for their acceptance. If the client wishes to purchase additional services or modify those already purchased after the final payment of the trip, a service fee of 25 – 50 euros per person is charged. By additional services we mean on-site excursions, theatre tickets, transfers, reservations, etc. In the case of additional services requested during the trip, the client is obliged to pay for them in advance by credit card with the included fee, unless otherwise agreed.

Cancellation of travel
Cancellation of the trip is possible if permitted by the terms of the bookings, subject to the retention of the fees for the work carried out, to be agreed in advance between the parties. Bookings made after the cancellation period are non-refundable. Consideration should also be given to whether the journey is not being made during high season or a particular time when cancellation is not possible after confirmation. Please note: in cases where a package commitment, hotel booking or airline tickets are subject to more stringent requirements, these requirements will prevail and will be communicated to the customer at the time of booking. When a traveler still wishes to make the trip, the tour price will be updated according to the new number of travelers (e.g. cancellation of group discount, payment of single room supplement, etc.). The reimbursement period is 30 days.

Travel insurance
The tour operator must offer the tourist to take out insurance for medical expenses in case of illness and accident of the tourist on behalf of and at the expense of a licensed insurer when travelling outside the country. Such insurance shall not be taken out when the tourist presents to the tour operator a valid policy of long-term insurance “medical expenses in case of illness and accident of the tourist”, the validity period of which covers the period of the contract for the specific trip. More special arrangements may be made for people over 70 years of age.

Liability for compensation
Platinum Travel limits its liability in respect of sums and rules in the case of air transport to the provisions of the Warsaw Convention of 1929 and its subsequent amendments and supplements and the relevant national legislation; in the case of sea transport to the Athens Convention and in the case of rail transport to the COTIF Convention. The relevant airline accepts no liability for events that occur when passengers are not on board that airline’s aircraft. For liability for checked baggage, consult the rules of the airline concerned. The passenger should immediately and before leaving the airport make a claim to the airline or its representative if his/her belongings are damaged or lost during the flight. A report is prepared and sent to the traveller’s insurance company together with the breakdown notification.

Customer’s obligations
It is the responsibility of the client to ensure that they are travelling with a valid passport and the appropriate visas and vaccinations where required. Also ensure that his/her names are spelled correctly and correspond to those who will be travelling, on the airline tickets and travel documents. The name on the airline ticket must match the way the name is spelled on the passport, otherwise the passenger may be rejected at check-in at the airport. The Agency shall not be liable for such rejection where it has received incorrect information which could not have been taken into account beforehand.

Complaints
Possible complaints during the trip should be addressed to the airline, the agency’s representative on the spot or the agency itself within a reasonable time after the customer has noticed the lack, so that the lack/error can be settled immediately and with minimum inconvenience to the traveller. When the claim is addressed directly to the airline or to the agency representative on the spot, the customer must provide a document proving that the error/absence cannot be settled on the spot or in case the customer wishes to sue the company for compensation at a later stage. The absence of claims usually results in the loss of the right to make later claims for compensation. A claim for compensation must be made in writing to the airline within 3 days of the completion of the journey.

Passport, visas, vaccinations, etc.
The traveller’s passport must be valid for at least 6 months after the date of departure from the destination. When Platinum Travel undertakes to apply for a visa for a client, the relevant fees must be paid along with the deposit. These fees do not form part of the fare. The tour operator accepts no responsibility for clients who for one reason or another have not received a visa or who for one reason or another are turned back at the border.
It is the customer’s responsibility to check for themselves what the visa requirements are and the need for vaccinations for each destination, regardless of the information provided by Platinum Travel.

Non-appearance, unused services
In the event that the client has not cancelled the trip and/or does not show up at the scheduled departure point at the scheduled time, or is unable to begin or complete the trip due to missing travel documents such as a valid passport, required visa, vaccination certificate, etc. the tour operator has the right to retain the full amount of the trip. If the customer misses a specified transport or in any way misses out on services he has ordered, he cannot claim a refund for those unused services.

Changes during the commencement of a journey for reasons beyond the control of the Agency

Platinum Travel reserves the right to change the carrier or airline to another carrier or airline upon the occurrence of reasons that make it impossible or impractical for the carrier or airline named in the contract to perform its obligations.
Platinum Travel has the right to replace the hotel with one of the same or higher category, with the same or similar location without changing the total price paid by the customer, in cases of duplicate booking, closure of the hotel or last minute unwillingness of the hotel to accept tourists.
Platinum Travel reserves the right to change the departure time in the event of a change of carrier or airline, as well as to combine flights in the event of other objective reasons that require it and are beyond its will, by promptly notifying the customer in a clear, understandable and visible manner in a durable medium, including by sending messages to the mobile phone left to contact the traveler, including by sending an e-mail message.

Liability of the tour operator
Platinum Travel, as the licensed tour operator, is responsible to carry out the trip in accordance with the program/price list/tour description. Platinum Travel accepts no responsibility for arrangements/promises made by local travel agents with travellers without their knowledge and approval. Platinum Travel shall not be liable for changes, delays, etc. resulting from breach of arrangements, strikes, severe weather conditions or force majeure events beyond the control of Platinum Travel.

Platinum Travel shall not be liable for the actions of any third party unrelated to the performance of the Contract that cannot be foreseen or avoided;
Force Majeure or an event that cannot be foreseen or avoided by Platinum Travel and its contractors in the good faith performance of their obligations. During the trip, such are considered to be deteriorated weather conditions, complicated road conditions, delays at border crossings, assistance to a tourist, national and religious holidays, mass public events, strikes, military conflicts, and restrictions, natural disasters, change of opening hours of museums and sites, technical breakdown or problem with the vehicle while on the road and other exceptional circumstances. In these cases, Platinum Travel reserves the right to substitute elements and changes to the program and to act according to the specific situation, without liability or penalty. In the case of a fortuitous event or force majeure, the party claiming the same shall produce a proper document/certificate, etc./ attesting force majeure issued by the authority under the rules of local jurisdiction of the State for which the case of force majeure exists. Upon compliance with these rules and presentation of the relevant document, Platinum Travel is obliged to send the client an amount equivalent to the amount reimbursed by the partnering counterparty /tour operator, hotelier, etc/ within 10 working days from the date of receipt.
Platinum Travel is not liable to customers for storage of personal baggage, money, valuables, documents, etc., including those left in a hotel room or storage facility. Searches for forgotten items will be carried out by the client at their own expense, and Platinum Travel will assist within its remit.
Platinum Travel is not responsible for, does not reimburse or compensate clients who have opted out of certain services or have voluntarily deviated from the program and therefore missed out on certain services. Platinum Travel does not reimburse or compensate travelers for expenses beyond those mentioned in the itinerary.

In case of refusal of the border authorities to allow the client to enter the territory of the respective country, Platinum Travel is not liable and does not owe a refund of the price paid for the trip.

Price change after the transaction
Prices are based on current fees, tariffs and exchange rates. Platinum Travel reserves the right to change the price after the transaction in certain cases. Price increases may occur due to changes in transportation costs, including increases in fuel prices, fees, taxes or excise taxes for certain services such as airport taxes or the like, and changes in the exchange rates of the current currencies of the trip, if the amount is not paid and the service performed in advance by the agency against the agreed rate. The price change would only cover those costs affecting the actual currency, not the entire package price. Prices for everything on the price list, except airfare, are based on the relevant dollar or euro exchange rate. Example: if the dollar rate increases by more than 5%, then, for example, a night in a hotel in Bali will increase by the corresponding amount if it has not yet been booked and/or paid for by the client. Packages that contain airfare and ground commitment will not increase in price by the corresponding amount of the exchange rate change, as only a portion of the package is based on foreign currency. Typically, a change in the dollar exchange rate of more than 5% would increase the package price by 2-3%. Price cuts do not automatically mean a change in hotel prices and ground commitment, for example due to exchange rate changes.

Other conditions
Please note that some typographical errors are possible, as well as price changes as a consequence of changed conditions of purchase of a product. The price list is valid until a new one is issued. The price including airfare is approximate and depends on availability and choice of airline. The final price will be confirmed upon request and payment of the trip.
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For all matters not covered by the Contract and these General Terms and Conditions, the provisions of the legislation in force shall apply, and in case of conflict, the provisions of the Tourism Act and its regulations shall prevail.
In the event that individual provisions of these Terms and Conditions are found to be wholly or partially invalid, this shall not affect the validity of
the remaining clauses, resp. the remaining parts of these clauses. The parties should replace the invalid clause with one that most closely approximates the economic purpose of the invalid clause and is valid.