BOOKING CONDITIONS & CANCELLATION TERMS OF JOY 2018 LTD.
By booking a trip with JOY 2018 LTD. you are deemed to have accepted on behalf of everyone involved in the booking these Booking Conditions, which constitutes the entire agreement between you and JOY 2018 LTD., and your booking will be accepted by us on this basis. The following conditions are valid for all services, operated through the websites and brand names of JOY 2018 LTD. (incl., but not limited to: snowflake.bg)
Booking process
A booking is possible if made by either a client online or by the staff of JOY 2018 LTD. when a certain program and price have been agreed beforehand. In both cases an invoice is issued and sent for payment (generated automatically or manually), which also represents the reservation request by the customer for the services offered by JOY 2018 LTD. Any special requirements and medical problems should be reported by the client before or at the time of booking at latest and reconfirmed if being acceptable by JOY 2018 LTD. before any payment done by the customer. After the full payment is received the necessary information will be sent over to the client, or provided directly to him on arrival, containing vouchers (where applicable) and other relevant information. Please make sure all details inside the reservation are correct and contact us immediately should you notice incorrect or missing information. As soon as availability is confirmed for a certain booking request, the deposits paid for it become non-refundable.
Payments
Bank charges should be shared (SHA) between the client and JOY 2018 LTD. and payments should always be instructed in EUR as per your invoice. Note for bank payments sent outside Europe: Wire transfers made outside Europe often pass via intermediary banks. These banks charge extra (appr. 20-30 Euros per transfer). All clients should make sure their bank does not use such mediators, otherwise the charges of the latter will also be added to the final bill of the client.
Booking alterations/changes of travel dates and conditions
Changes of the published prices by JOY 2018 LTD. before your booking confirmation shall not be treated as indecorousness from our side. Although we do our best to maintain up to date rates throughout our websites, unfavorable changes in exchange rates, local operators’ costs, transportation costs and taxes may occur, which will affect the final price. In such cases we will cover any increase up to 3% of the published price, but the client will be responsible to cover the balance and will be notified about the changes as soon as they become known to JOY 2018 LTD. If the increase is more than 10% the client can cancel the reservation within 3 days of the notification and the recoverable costs of their deposit will be refunded. If a full payment is received by that time however no surcharges will be paid by the client. If a client wants to do changes in the tour program (especially its dates) it is necessary, that these are advised as early as possible. Although we will make efforts to satisfy those changes we do not guarantee that we will be able to meet such requests. Administrative taxes of 45 Euros per person up to 100% of the package price will be applied in such cases if the customer effectively wishes to change the travel dates or go for a different program. The reservation amendment may involve as an addition supplements, related to use of other hotels, which are also payable by the client.
Cancellations by the client & “no-show”
All cancellations should be made in written to JOY 2018 LTD. on our corporate email: contact@snowflake.bg. Cancellations, advised verbally to a company staff (i.e. drivers, tour guides, resort representatives, office staff etc.) or in written to another email addresses will not be considered as valid. If a ground service provided by JOY 2018 LTD. is omitted by a client (e.g. transfer, tour etc.) due to last-minute illness, flight cancellation etc. this is considered “no-show” and no refund will be made. The same rule applies if a client decides to leave the holiday before its end. We can issue, upon request, a document, verifying the cancellation details, which you can use to raise a claim through your insurance company. We strongly advise all clients to book travel insurance with the proper coverage before booking flight tickets, or purchasing tours and doing other land arrangements.
4.1. Services carried out in Bulgaria (one-day & multi-day tours, ski packs, transfers):
The following cancellation charges (as a percentage of the total cost, but not less than the deposit!) apply for cancellations made by clients for services/tours on the territory of Bulgaria, booked on one of the websites of JOY 2018 LTD.: > 30 days – 30%; 29-15 days -50%; 14-9 days -70%; 8 days or less (incl. no-show) -100%;
4.2. Services carried out outside Bulgaria:
The following cancellation charges (as a percentage of the total cost, but not less than the deposit!) apply for cancellations made by clients for services/tours outside the territory of Bulgaria, booked on one of the websites of JOY 2018 LTD.: > 45 days -30%; 44 days or less -100%.
Cancellations by JOY 2018 LTD.
In the unlikely event that JOY 2018 LTD. needs to change significantly or cancel a certain reservation, the client will be given the choice to: 1) accept the changed arrangements; 2) order an alternative service from JOY 2018 LTD; 3) cancel or accept cancellations by JOY 2018 LTD. (full refund will be obtained). JOY 2018 LTD is not responsible for any incidental expenses that a client may has incurred as a result of the booking such as visas, vaccinations or non-refundable flights.
Force-majeure
JOY 2018 LTD. shall not be held liable in cases of “force majeure” circumstances, herewith described as events which we or our subcontractors cannot predict or avoid, such as: terrorist activity, strike, war or threat of war, riot, civil strike, natural or nuclear disaster, adverse weather conditions and temporary technical breakdowns/power cuts (incl. stop of lifts as a result), fire, road accidents, traffic jams, vehicle breakdown etc. JOY 2018 LTD. will act and do whatever is possible to the best of its abilities in order to minimize the impact on the clients’ journey in such cases (which may include offers for alternative activities instead (though these may require extra payment). Claims for missed flights, only partially or totally unused other services as a result of such circumstances will not be acknowledged in such cases.
Handling of complaints
Should our clients experience problems during their holidays, which cannot be resolved on spot by the local company representative or partner agency (or if there is no such person – the hotelier, carrier or the local agent), they must inform in written the head office of JOY 2018 LTD. with an email sent to contact@snowflake.bg. Please make sure to include with full details of the case mentioned inside so that we can take proper measures in order to have this problem resolved as soon as possible. Any complaints brought to our attention after the end of the holiday could only be regarded but we regret in advance that no efforts could really be made at this later stage which would have made your holiday more enjoyable.
Texts and prices accuracy
We endeavor to present the information in our websites and brochures as accurate as possible but some errors may occur during the time of publishing or meant amendments afterwards. We kindly ask you to make sure that the information and price at the time of booking is correct, as well as the information published later on in your invoice and voucher(s).
Photos and testimonials
Images taken during our holidays may be used by JOY 2018 LTD. without charge in all media for marketing or advertising purposes (i.e. websites, brochures, slideshows, social media etc.). Written feedback and images sent to the company by clients are also subject of the same conditions and can be used without special permission by their authors.
Travel insurance, health and immigration
Please note that no travel insurance is included by default in our packages and we suggest that at the time of booking all clients consider purchasing a policy of their choice. Clients are also fully responsible for all visa, passport, immigration, quarantine, customs, health and other requirements of the countries visited or transmitted. Valid passport must be carried by each person. JOY 2018 LTD. is not responsible if a client fails to ensure that they comply with these requirements.
Liability waiver and assumption of risk
In consideration for you being permitted to participate in the activities of JOY 2018 LTD., and the use of its equipment and vehicles, you agree to the following waiver and release of liability. The terms of the below conditions shall serve as a release from any legal liability and express assumption of risk for yourself, your heirs, assignees, administrators, executors, and all members of your family, including any minors accompanying you.
You understand and acknowledge that during a tour in which you will participate under the arrangements of JOY 2018 LTD. and its agents, employees, associates, affiliated companies, or subcontractors, certain inherent and acquired risks and dangers exist and cannot be eliminated. You understand and assume each and every risk associated with the activities performed, any of which can cause injury or even death. You understand that these risks, hazards, and dangers include, without limitation:
– Travel by automobile, lift or other means of conveyance;
– Hazards of traveling, hiking, exploring, skiing, or participating in activities that take place in remote or rugged, unpredictable terrain and where phone or radio communications may not be available;
– Risks associated with wildlife encounters while participating in any outdoor activity;
– Risks associated with crossing roadways and entering/exiting vehicles;
– The unavailability of immediate medical attention or means of rapid evacuation in case of emergency;
– Risks of injury, dehydration, or even death resulting from your participation in any adventurous activity such as (but not limited to) hiking, skiing, snowshoeing, walking alongside rock ledges, and ascending/descending mountain peaks;
– Mechanical or construction failures of vehicles and equipment;
– Acts of God, acts of terrorism, forces of nature, and unpredictable weather conditions;
– Areas of unsafe or unstable conditions due to political or civil disturbances, or other unforeseen circumstances.
You acknowledge that these are some, but not all, of the inherent and acquired risks associated with the activities performed on a JOY 2018 LTD. tour. A complete listing of inherent and acquired risks is not possible. JOY 2018 LTD. does not sponsor or endorse these activities, nor can JOY 2018 LTD. be held liable for any injury or illness resulting from your participation.
You acknowledge that you have responsibilities as a participant and accept full responsibility for your behavior and actions relating to bodily injury, death, and loss of personal property.
You are responsible for any and all expenses resulting from any inherent risk, whether identified or not, and as a result of your negligence. You understand the risks, hazards, and dangers described above.
You understand that the activities performed during a JOY 2018 LTD. sessions may require good physical conditioning and the degree of skill and knowledge necessary for you to engage in these activities safely.
You accept full responsibility for purchasing the style of activity that fits your desired comfort level and participating in activities that are suitable for your fitness level and capabilities.
You are in good physical health and have the ability to safely engage in the travel activities in which you may partake while traveling as a JOY 2018 LTD. passenger. By default, personal travel insurance is not included in the tour price. It is your responsibility to ensure that you are adequately insured for the full duration of the tour in respect of illness, injury, death, loss of baggage and personal items and cancellation and curtailment. You will ensure that your personal travel insurance covers all of the activities you expect to participate in.
As it is likely that in these sorts of trips weather must be taken into account, if conditions are such that certain arrangements should be changed or not at all provided, you are not eligible to any sort of refund.
If the behavior of any trekker is likely to cause distress or harm to themselves, our member of staff or other team members, our local guide/staff reserves the right to terminate their trip at any time and they will have to make their own arrangements; we will not be liable for any expenses incurred as a result. We will not entertain any claims arising due to such action.
Your participation in the activities of JOY 2018 LTD. is purely voluntary. No one is forcing you to participate, and you elect to participate in spite of the risks. You will take precautions to ensure your own safety. You will assume all responsibility for personal injury, accidents, illness or even death, and damage to or loss of personal property as the result of any incident or accident that may occur.
You further agree to indemnify JOY 2018 LTD., and each and every one of its directors, officers, agents, employees, and volunteers from and against any and all claims, actions, liabilities, suits, and expenses which are related to, arise out of, or are in any way connected with your participation in any activities including, but not limited to, negligence of any kind or nature, whether foreseen or unforeseen, arising directly or indirectly out of any damage, loss, injury, paralysis, or death to you or your property as a result of you engaging in these activities or the use of these services or equipment.