General conditions

General conditions for organised travel

1. Conditions for enrolment and documents required

1.1. Registration for participation in an organized trip is possible directly at the offices of the TOUR OPERATOR or by telephone, fax, internet or through travel agents in the country.
1.2. The trip is considered booked after payment of the deposit and conclusion of the Contract for an organized tourist trip for a specific program - it is concluded in 2 copies.
1.3. Documents required for enrolment include a valid passport with a validity period of 6 months from the date of return. A copy of the passport shall be provided to the TOUR OPERATOR to verify the accuracy of the details of the booked travel service, subject to consent being granted.
1.4. Upon enrolment the TOUR OPERATOR shall provide the USER a specific Travel Programme, which forms an integral part of the contract and contains the main characteristics of the tourist services provided on the basis of Article 82 of the Tourism Act.
1.5. USER acts for and on behalf of the additional persons named in the contract, declaring their consent and knowledge.

2. Visa and medical requirements
2.1. The visa regime is indicated for each specific programme. In case of visa withdrawal by the TOUR OPERATOR, USER is obliged to submit to TOUR OPERATOR the documents required by the Embassy and pay the visa fees. Failure to submit the documents, to pay the fees, or to appear at the Embassy for a personal interview, if required, shall be considered as a refusal of travel due to the fault of the USER. THE TOUR OPERATOR shall not be held liable in case of false declaration of data by the USER, which may lead to
until the Embassy denies the visa.
2.2 The issue of a visa for the country concerned is the sole responsibility of the Embassy and is not guaranteed by TOUR OPERATOR. In case of visa refusal by the Embassy, the fees paid by the USER Visa fees are non-refundable.
2.3. THE TOUR OPERATOR is not responsible for the introduction of a visa regime for a selected country after the conclusion of a travel contract to that country. In the event of a refusal to travel due to the introduction of a visa regime after the conclusion of a contract, USER pay a penalty for cancellation of the trip according to the terms of the contract. In the event of a change in the visa price by the Embassy concerned THE TOUR OPERATOR reserves the right to change the visa fee, including if the visa has already been paid.
2.4. Foreign nationals wishing to travel under the programmes of TOUR OPERATOR should independently check and fulfil the passport and visa requirements at the respective embassies by THE TOUR OPERATOR is not responsible for issuing their visas.
2.5. In case specific medical and health requirements are applicable for a particular destination, arising from country specificities, high altitude, etc., they are indicated in the specific programme. The tour operator has the right to refuse the requested trip if it considers that USER declares circumstances related to his/her state of health that do not allow the normal course and performance of the tourist program in its entirety. In the event of undeclared or misdeclared circumstances concerning the health condition of the USER, THE TOUR OPERATOR is not responsible.

3. Prices and payment
3.1. Prices for all domestic and international trips are inclusive of VAT.
3.2. The prices for each programme include the services detailed in the specific programme.
3.3. The payment shall be made in euro in cash, by card or by bank transfer to the account of the TOUR OPERATOR:
Bank account of PROFI TRAVEL CENTER Ltd:
UNITED BULGARIAN BANK, gr. Sofia
IBAN: BG70 UBBS 8155 1000 5549 40, BIC: UBBSBGSF
3.4. Deposit. In the program provided upon enrollment THE TOUR OPERATOR indicate the specific amount of deposit required for enrolment. Unless otherwise stated, the deposit amount is 30% of the total price. USER shall pay the deposit at the time of signing this Agreement, unless another time limit is specified herein. If the trip is booked at the last minute, USER pays the full price of the trip when signing the contract.
3.5. Unless otherwise expressly stated in the Contract and the Programme, the agreed total price of the tourist trip may be changed in accordance with Article 87 of the Tourism Act in the following cases:
3.5.1. In the event of an increase in the cost of transport due to a change in the price of fuel or other sources of energy;
3.5.2. In the event of a change in the amount of taxes or fees on the services included in the contract, imposed by third parties, including tourist taxes, airport taxes, port taxes, tax rates, government fees related to airport security measures, etc.
3.5.3. In the event of an increase in the exchange rate relevant to the contract between the conclusion of the contract and the date of the supplementary payment by more than 3%, the TOUR OPERATOR reserves the right to change the price of the supplementary payment by the final payment date. This applies only in cases where the TOUR OPERATOR pays its foreign co-contractor in a currency other than Euro.
In these cases THE TOUR OPERATOR reserves the right to request that these additional costs be borne by USER. An increase in the price of the package, but not by more than 5 %, due to objectively stated reasons, cannot be a reason for cancellation by the USER. Regardless of its amount, the increase in the price of the package is possible only if the TOUR OPERATOR has notified the traveler of this no later than 20 days before the start of the execution of the package.

4. Rights and Obligations of the Parties
4.1. The TOUR OPERATOR undertakes:
4.1.1. To present in accordance with the terms of this contract the tourist services paid by the User.
4.1.2. To provide the mandatory insurance of the User „Medical Expenses in case of Sickness and Accident” for the trips outside the country, included in the package price, except in the cases where the trips are within the EU and the User has a European Health Card or presents a valid long-term insurance policy covering the period of the specific trip. For travellers over 70 years of age, an increased insurance premium, specifically stated in accordance with the terms and conditions of the insurer, is required. At the request of THE USER THE TOUR OPERATOR insures him/her for other covered insurance risks during the trip, including offering trip cancellation insurance upon enrolment.
4.2 The USER shall:
4.2.1. When travelling outside Bulgaria, to provide the necessary personal documents /ID card or passport/ with the necessary validity for the trip.
4.2.2. If USER is a person under the age of 18 who will be travelling abroad with his/her own passport or identity card, he/she must secure a notarised declaration from both parents that they agree to his/her departure to the specified country on the specified date (if the minor is travelling together with one of his/her parents, it is necessary for him/her to have notarised consent from the other parent);
4.2.3. To pay in full and within the terms set out in this Contract the value of the tourist services.
4.2.4. Comply with the laws of the country to which he/she is travelling and in which he/she is staying during the specific tourist programme.
4.2.5. USER, who intends to travel to and stay in countries with an increased risk of infectious diseases shall be required to undergo appropriate prophylaxis in accordance with international medical requirements.
4.2.6. USER declares his/her awareness of the climatic and altitudinal characteristics of the country he/she is going to and in case of false declarations regarding the contraindications of these circumstances on his/her health, the TOUR OPERATOR shall not be held liable.
4.3. USER has the right to transfer the travel package contract concluded by him to another person, and shall undertake to notify TOUR OPERATOR at least 7 working days before the date of travel, if it is not related to the issue of visas or air tickets. The liability of the transferor and the transferee shall be joint and several for payment of the total cost of the trip and any additional fees, fines or other incidental costs arising from the transfer. The third party is obliged to declare that he accepts the transfer and fully agrees to the terms of the contract and its annexes and that he is familiar with the travel information before accepting the transfer. The tour operator is obliged to inform the transferor of the actual costs of the transfer of the package.

5. Responsibilities of the Parties:
5.1. In the event of non-payment of the full amount of the agreed price due to the fault of the User within the specified time and method of payment under the contract, the deposit shall not be refunded by the Tour Operator. In case of non-compliance with the specified payment terms THE TOUR OPERATOR reserves the right to cancel the trip and any resulting damages and inconveniences shall be borne by the USER.
5.2. The TOUR OPERATOR has the right to terminate the package contract and to refund to the traveller in full all payments made for the package without further compensation when
5.2.1.the number of participants for the package is less than the minimum number specified in the contract and the TOUR OPERATOR has notified the USER of the termination of the contract within the period specified in the contract, but not later than 20 days before the start of the execution of the package for trips with a duration of more than 6 days;
5.2.2.THE TOUR OPERATOR is prevented from performing the contract due to force majeure and extraordinary circumstances and has notified the traveller of the termination of the contract without undue delay before the commencement of the tour package;
Any sums or payments due shall be refunded to the traveller no later than 14 days after the cancellation of the package contract.
5.3. In case of lower number of tourists enrolled in group tours THE TOUR OPERATOR reserves the right to update the price according to the size of the group.
5.4. Where necessary and in order to maintain the integrity of the programme, THE TOUR OPERATOR reserves the right to make changes to the programme by days and times without materially altering its content.
5.5. If the originally booked hotel is not confirmed, the TOUR OPERATOR may offer the USER other accommodation options when the contract concerns only hotel/hotel reservation. The change of the indicated hotels with similar ones of the same category is not considered a significant change in the group travel program.
5.6. The additional services and excursions that are not included in the total price of the tourist package are requested and paid additionally when paying for the excursion. For the additional events as a separate part and not included in the Total Package Price, THE TOUR OPERATOR is not responsible. They are conducted entirely at the request and at the own risk of the USER.
5.7. THE TOUR OPERATOR shall not be liable for non-performance or inaccurate performance of this Contract if the causes are due to: the user, actions of a third party unrelated to the performance of the Contract, force majeure or an event that could not be foreseen or avoided by the TOUR OPERATOR and its counterparties in the faithful performance of their obligations.
5.8. Possible non-admission by customs and border services USER to leave Bulgaria or enter the country concerned (regardless of the visa issued) due to lack of proper documentation or offences committed or at the discretion of the relevant Immigration authorities. In this case, all consequences shall be for the guilty person
5.9. THE TOUR OPERATOR shall not be liable and no refunds will be made in the event of cancellation, delay or change in the terms and conditions of the trip which are beyond the control of the Tour Operator, namely:
a) Cancellation and delay of flights due to technical or weather reasons or by decision of the airline, as well as in case of change of flight times by the carrier. In this case, the CARRIER will cooperate to the maximum extent possible to preserve as many elements of the agreed package as possible.
(b) failure to satisfy customer requests for particular seats on flights or customer preferences for accommodation on a particular floor, bed type, hotel room layout, etc. The tour operator may inform the airline and hotel of the customer's preferences, but it is the express authority of the airline, hotel, etc., to satisfy those preferences and The tour operator is not responsible for this.
c) Cancellation or interruption of the trip due to personal circumstances of the User.
d) Loss of or damage to luggage during travel, loss of documents, money and valuables, including those left in the hotel room. The TOUR OPERATOR shall not be liable in case of claims for services chosen by the tourists during the trip itself, in case of damage to hotels and property by the customer and accidents. In such cases, the tour guide and the representative of the TOUR OPERATOR shall assist the injured party to the extent that the tour program of the entire group is not disrupted. All costs shall be borne by the victim.
e) In case of force majeure circumstances such as: diseases, epidemics, natural disasters, strikes, acts of war both in the parties subject to this contract and in their neighbouring countries, threatening the security of both parties, governmental decisions or any other unforeseen or insurmountable event of an extraordinary nature occurring after the conclusion of the contract, which cannot be avoided by the Tour Operator and its contractors in the good faith performance of their obligations.
5.10. In case of force majeure, if it is recognized as such by the receiving company - co-contractor of the TOUR OPERATOR and it reimburses to the TOUR OPERATOR the amounts paid for the respective tourist trip, after the actual receipt of the amounts in the accounts of the TOUR OPERATOR, he is obliged to reimburse them to the USER within 14 days;
5.11. If the Tour Operator makes a significant change in any of the material provisions of this Contract, it shall immediately notify the User. The User is obliged to notify its decision regarding the changes made within 3 days after receiving the notification from the Tour Operator. The User may accept the changes, which shall be evidenced by an additional written agreement to the Contract specifying their impact on the price.
5.12. Prior to the commencement of the execution of the tourist package, the TOUR OPERATOR may not unilaterally change provisions in the contract of the tourist package other than the price, unless the change is insignificant, this possibility is provided for and the User is informed of the change in a clear, understandable and visible manner.
5.13. The TOUR OPERATOR reserves the right to change the carrier to another carrier in case of occurrence of reasons that make it impossible or inappropriate for the carrier indicated in the contract to perform its obligations, notifying the USER of this within 24 hours before the date of departure.
5.14. The TOUR OPERATOR reserves the right to change the departure time in case of change of the carrier or other objective reasons that require it, by notifying the USER in due time.
5.15. The TOUR OPERATOR shall inform the USER of the possibility to take out travel cancellation insurance.
5.16. The USER acknowledges that Profi Travel Center Ltd. as a personal data administrator collects, processes, stores and submits to third parties (airlines, hotels, insurers, embassies) personal data in accordance with the procedure provided for in the current legislation of the Republic of Bulgaria and the European Union.
5.17. The representatives of the Tour Operator who are the guides of the tour group are not licensed tour guides for the countries visited, personal escorts or individual interpreters. Their tasks are primarily organizational - to monitor the implementation of the program by the partners, to solve problems together with them, to facilitate communication and coordination between the tourists and the representatives of the partner company, to translate into Bulgarian during the excursion and to take care of the successful conduct of the excursion.

6. Cancellations:
6.1. All trip cancellations shall be made in person and in writing.
6.2. In the event of withdrawal from the contract for reasons not attributable to THE TOUR OPERATOR, THE CONSUMER is liable for the following penalties, unless otherwise stated in the specific offer:

6.3. In case of cancellation of the trip due to illness or other personal reasons related to USER, he loses the paid TOUR OPERATOR amounts in accordance with the terms of cancellation, respectively due payment of these amounts in the event that he has not paid them.
6.4. In case the USER cancels his/her holiday/excursion during its duration at his/her own request, all additional costs, including transport costs, are at his/her own expense. In this case, there can be no claim for reimbursement of any part of the cost of the services requested.
6.5. The Tour Operator shall not refund the User for any services paid for under the Contract that were not used during the trip.

7. Airline Conditions:
7.1. If a group ticket is purchased, it will not be refunded and if an individual ticket is purchased, the penalties will be according to the airline's conditions.
7.2. In case of a ticket purchased on a low-cost airline, the cost of the ticket will not be refunded.

8. APPLICATION OF REGULATION (EU) 2016/679 BY THE PARTIES TO THE CONTRACT AND THE LEGISLATION IN FORCE IN BULGARIA ON THE PROTECTION OF PERSONAL DATA.

„Profi Travel Center“ Ltd. as a personal data controller, processes the following categories of personal data:

- Data concerning physical identity - name, personal identification number, address, identity documents, telephone number, e-mail address;
- Data on health status - in accordance with Regulation No. 4 of 11.05.1993 of the Ministry of Labour and Social Policy and when declaring such data in connection with the requirements of the respective country for the issuance of a visa;
- Economic identity data - bank account number; valid insurance contract;
- Data on cultural identity - interests;
- Social identity data - education, employment;
- Details of family identity - marital status, family ties;

All data are structured in registers, which are kept electronically and on paper.

8.1. THE TOUR OPERATOR processes the personal data of USER subject to the following principles:
- „legality, good faith and transparency“;
- „limitation of purposes“ - THE TOUR OPERATOR collects the data for the purpose of concluding the specific contract for the tourist service; purchasing airline tickets, including electronic ones; formalizing the visa for the trip; concluding insurance when travelling abroad; hotel accommodation, passenger transport on foreign territory;
- „data minimisation“ - The personal data that the TOUR OPERATOR collects is limited to what is necessary in relation to the purposes for which it is processed;
- „accuracy“ - keeping data up to date
- „limitation of storage“ - THE TOUR OPERATOR stores the personal data of USER for a period no longer than is necessary for the purposes of the tourist services for which they are processed. Contracts for tourist packages and related tourist services - 6 years from the date of its conclusion together with the accompanying documents forming an integral part thereof;
- „integrity and confidentiality“ - THE TOUR OPERATOR ensure an appropriate level of security, including protection against unauthorised or unlawful processing and against accidental loss, destruction or damage, by implementing appropriate technical or organisational measures.
- „accountability“ - the TOUR OPERATOR shall be responsible and able to prove compliance with the provisions of clause 8.1.

8.2. USER has the following rights:
- Right to access to data, which TOUR OPERATOR processed for him
- The right to request from the administrator Correction or delete of personal data or restriction of processing of personal data relating to him, or to make objection against such processing;
- the right to file Complaint to the Data Protection Commission;
- where the personal data are not collected by him, any information available about their Source;
- Right to be notified by the administrator any rectification or erasure of personal data or restriction of processing.
- Right to data portability - the right to have the personal data concerning him or her which he or she has provided to the controller transferred to another controller in a structured, commonly used and machine-readable format, where technically feasible.
- Requests for the exercise of rights shall be made in person or by a person expressly authorised by USER person, by notarized power of attorney.
- A request may also be made electronically, in accordance with the procedure for the preparation and submission of an electronic document provided for in the legislation in force.
- The request shall contain: a) the name, address and other identifying data of the natural person concerned; b) a description of the request; c) the preferred form of communication and action under Articles 15-22 of Regulation (EU) 2016/679; d) a signature, the date of submission of the request and the address for correspondence; e) in the case of a request submitted by an authorised person, it shall be accompanied by the relevant power of attorney.

8.3. The USER declares that it is agrees that PROFI TRAVEL CENTER Ltd. will make a copy of his/her valid identification document and keep the copy for a period of five years from the conclusion of the client contract. The copying is for the purpose of providing the data to authorities and authorized persons in the respective country of the requested trip. The means of processing are copying and storing the copied personal data on paper and in electronic format. The recipients or categories of recipients to whom the data may be disclosed are tour operators with whom PROFI TRAVEL CENTRE Ltd. has a contract or the embassy in the country concerned.

8.4. The USER may withdraw his/her consent under clause 8.3 at any time and the withdrawal of the consent at a later date shall not affect the lawfulness of the processing based on the consent given so far.
8.5. In the absence of the consent provided under clause 8.3 PROFI TRAVEL CENTER Ltd. shall be released from
responsibility for the consequences directly resulting from a discrepancy in the names declared by the USER and those on the identity document.

9. Disputes and Claims
9.1. The contract between the USER and the TOUR OPERATOR may be cancelled, amended and supplemented by bilateral written annexes and subject to the provisions of the Tourism Act.
9.2. All disputes concerning the performance of this Contract shall be settled by mutual agreement of the parties. In the event that agreement cannot be reached, the parties shall refer the dispute to the competent Bulgarian court.
9.3. In the event that during the trip the facts of non-performance or inaccurate performance of the terms of this Contract are established, the User shall immediately notify the service provider and the Tour Operator in writing in order to take timely measures that satisfy all parties concerned.
9.4. In the event that the User's claims related to the quality of the service provided cannot be satisfied on the spot in the provision of the service, the User shall have the right to submit a duly formulated claim to the Tour Operator in writing within a period not later than 14 days after the end of the trip. The User is obliged to provide a protocol (claim) signed by a representative of the host tour company or the administration of the establishment providing the tourist service and by the User himself. Without the existence of such a bilaterally signed protocol or claim, the User may not make any claims against the Tour Operator. The Tour Operator shall notify the User of its response within 30 days after the complaint and the report have been filed.
9.5. In the event that the User himself terminates the tour during its duration, he is not entitled to claim any refund. In this case, the User shall arrange his/her own return.

The personal data provided by the User, as well as the personal data that Profi Travel Center Ltd. processes and stores in the process of providing the services, are processed and stored by Profi Travel Center Ltd. in accordance with Regulation (EU) 2016/679 of the European Parliament and of the movement of such data and repealing Directive 95/46/EC („General Data Protection Regulation“) and the legislation in force in the Republic of Bulgaria. Detailed information on the purposes and legal basis for the processing of personal data; the categories of recipients of personal data; the period for which personal data will be stored; the rights of data subjects in relation to the processing of their personal data by the Profi Travel Centre Ltd, and information on how these may be exercised; contact details of the data protection officer authorised by the controller and any other information that the General Data Protection Regulation requires to be provided to users.