Terms and Conditions
Terms and Conditions
Please read these terms and conditions carefully before making your booking.
By making a booking with us, you confirm that you are 18 years old or over and that all details you provide for the purpose of purchasing the Service will be correct. You are fully responsible for any consequences that may result if any details are incorrect.
Covinnus Travel SRL is referred to in this agreement as 'we’, ‘us’ or ‘our'.
Failure by either party to exercise any right or remedy under this agreement does not constitute a waiver of that right or remedy.
We have made our best effort to ensure that this agreement fully complies with the laws of Romania. However, we cannot confirm that this agreement is appropriate or available for use in locations outside of Romania. If any provision or term of these terms and conditions shall become or be declared illegal, invalid or unenforceable for any reason whatsoever, such term or provision shall be deleted but the remaining provisions shall continue with full effect.
Unless stated otherwise in this contract, should there be any inconsistency between this contract and any other terms and conditions on our web page or documents, this contract is to be considered valid.
For any possible questions and circumstances not covered by this contract, the laws of Romania shall have effect.
The travel contract is established between the Client and Covinnus Travel SRL. The contract is effective from the time the confirmation of the booking is sent to you.
We may transfer or subcontract any or all of our rights and obligations under these terms and conditions at any time.
Our Services are provided to you for private domestic use only. The contract between you and our company is a consumer contract. Accordingly, we do not accept any liability for any business loss caused by the unsatisfactory fulfillment of your Service order.
In case the booking was not made by the Client but another person, or if the booking is for more than one Client, we assume that all Clients agree to provide their personal details to us and make a statement to accept all terms and conditions in this contract.
We promise that all Services you purchase from us will be performed with reasonable skill and care and, as far as possible, in accordance with our agreement. We will do our best to ensure that all materials and information published on our web site are accurate, but regrettably errors do occur and we reserve the right to rectify such errors before your booking is confirmed.
Private tours are organized at the Client’s request. In this case, you will not travel with other tourists in the same vehicle and you will be the only beneficiary of the services.
If you book a private tour, you will be picked up from the hotel or address you have indicated when you made the booking at the time mentioned in your confirmation.
Our tours are organized in the days and within the opening hours of the visited sites (castles, palaces, monuments, museums, etc) and we do our best to ensure that they will be open for visitors at the moment you arrive. However, we are not responsible should these sites be closed to visitors due to unforeseen reasons and without prior notice during the tour.
Our tours’ prices include the entrance fees at the visited sites. Any other charges, such as a fee for taking photos, are not included.
These tours run on a regular basis as indicated in their description. Depending on the number of requests we receive, regular and shared tours are operated with cars, minibuses or coaches. When booking a regular tour you acknowledge the fact that you will have your own seat/s and will be travelling together with other tourists.
If you book a regular/shared tour you will be picked up from the hotel or address you gave when you made the booking and at the time mentioned in your confirmation. At the moment we do not offer regular/shared tours with a fixed departure point. As the vehicle follows a route in order to pick-up clients from other hotels and addresses, minor delays in the pick-up time may occur but are not subject to any claims against the company.
Our tours are organized within the days and opening hours of the visited sites (castles, palaces, monuments, museums, etc.). We do our best to ensure that they will be open for visitors at the moment you arrive, but we are not responsible in case these sites are closed due to unforeseen reasons and without prior notice while the tour is taking place.
Our tours’ prices include the entrance fees at the visited sites.
A non-refundable deposit of 30% is due at the time of booking. This payment can be made online by credit card or Paypal or by wire transfer to our account. The balance due must be paid through the same methods at least 2 weeks in advance, or by cash on the first day of the tour. For cash payment we accept $US, € and RON only. We reserve the right to ask for the full payment one month in advance for larger groups.
In order to provide a quality service, clients are asked to give us their mobile phone and e-mail contact. Should you fail to provide us a mobile number and an e-mail address where we can contact you, we cannot take responsibility for notifying you about any possible changes.
We will not be liable for any losses and expenses you may have if you fail to notify us that your confirmation was not received.
Only clients with valid bank or credit cards can make reservations through our webpage. We accept payments with Visa, American Express and Mastercard for which we do not charge any extra fees.
The online payment services are provided by Europayment Services SRL (euplatesc.ro). Thus we can offer our clients a fast and reliable method for online reservations and payments.
Online payment has 2 steps:
1. Provide personal information
This information is necessary in order to process the reservation. We are using an encrypted connection (SSL 128 bytes). Personal data are not transferred to any third party, neither by Covinnus Travel or Europayment Services (euplatesc.ro). Please be very careful in filling in all the correct to facilitate confirmation and billing. The confirmation will be sent via e-mail. The e-mail address is particularly important as an incorrect address will slow down the process of the reservation. Moreover, Covinnus Travel and Europayment Services will be unable to contact you about the status of your reservation.
2. Provide details of the credit card
If you chose the option "Payment by debit/credit card" it is necessary to fill in the form with details of your card. For payments with Visa (Visa/Visa Electron) and MasterCard (Mastercard/Maestro) we are using "3-D Secure" system developed by these organizations which assure a high level of security for online transactions. "3-D Secure" assures the fact that no information about your card is transferred or hosted at any time on our servers, and the information is transmitted only within the Visa and MasterCard systems. Moreover, "3-D Secure" is an identity authentication system. The authentication process is based on the security code known only by the holder and takes place only on Visa and MasterCard servers. "3-D Secure" permits online shopping with any Visa and MasterCard, including debit cards and electronic cards (Visa Electron and Maestro). Even the virtual cards issued by these organizations are accepted.
Should you attempt booking with a credit card that has insufficient funds, is expired, or you are not the owner of the card, you will be liable for all charges and consequences of doing so.
After processing your enquiry we will send you an email confirmation. Please read this carefully, as it contains important information about your booked services. If you did not receive your confirmation message, please check your spam or junk folders of your email. And if you still haven’t received it, please call us.
We do our best to ensure that every passenger will get their confirmation in time.
This confirmation will contain: the confirmed tour, the date of the tour, the time the tour starts, the pick-up location,, full name and mobile telephone, number of travelers, amount paid or to be paid, emergency phone numbers, and problem-solving advice for frequent occurrences.
We will not be liable for any services that failed to be fulfilled because the Clients did not use the information included to solve their problem, whatever the cause.
Passengers’ responsibilities during the time of travel
If your travel plans change or cancel, please notify us as soon as possible. If you cannot board our vehicles at the time and place stated on the confirmation, please call us.
If you are at the pick-up point at the time agreed and cannot find our driver/vehicle, or if you cannot find the meeting point, please contact us on the emergency line (the phone numbers are in the confirmation)!
We will not be liable for any services that failed to be fulfilled because the Clients did not use the information given in their confirmation.
Please note that smoking is forbidden in all of our vehicles. If the Service has to be cancelled or modified because of circumstances beyond our control, we will do our best to notify you as soon as we can. However, in such cases, we cannot take responsibility for any losses you may suffer.
If our company cannot provide you with the service you ordered due to the fault of our employees or suppliers, we will refund to you the price paid for the ordered service. In this case our liability will be limited to the price of the booked Service. (for details please see ”If you have a complaint”).
Variation or cancellation at the Passenger’s initiative
Variation in your booking
If your booking details change, you can amend your booking up to 2 weeks prior to your departure.
All requests for changes should be sent to our e-mail address. We will do our best to provide you an alternative service, but we cannot guarantee that all requests will be fulfilled.
After the confirmation, any cancellation will be charged a fee of 100% of the whole deposit paid. Please buy insurance for trip cancellation.
Moreover, any cancellation made within the last 3 days for groups up to 6 persons (one month for larger groups) will be charged a cancellation fee of 100% of the whole amount paid.
If you need to cancel your booking, please send us an email. If you do not get a confirmation of your cancellation by e-mail, please call us as we cannot be responsible if your e-mail message did not reach us.
For all bookings, clients must pay the prices listed on our website/program at the time of their booking. Should these prices change between the date of booking and the travel date, the price difference will have no effect on the extant bookings.
Children as our passengers
Children under 14 years must be accompanied by an adult.
We do not offer child tickets for our services. Children under 3 years of age do not require a ticket of their own if they travel in the attending adult’s lap (only one child per adult.) For children 3 years and above, a full-price ticket has to be purchased as they occupy a seat.
Our company can provide child seats for free and if you will need one, please let us know in advance. If parents choose to use a car seat, we recommend they take their own to ensure safety standards.
If clients choose to use or take a child seat, the child must be included in the total number of passengers travelling regardless of their age, as a seat in the vehicle will be required. A full-price ticket must be purchased for the child. We do not charge our clients for the transportation of the perambulators and carrying baskets of the children on the passenger list. Please inform us at the time of booking if you wish to travel with excess baggage including, but not limited to, perambulators, carrying baskets or other oversized items. This is to ensure that the vehicles can accommodate you. Should you fail to notify us at the time of booking, you will be liable for any additional costs incurred in the transport of such items.
Passengers challenged with physical disability
We do not charge our clients for the transportation of the appliances (e.g. wheelchairs) necessary for our disabled passengers.
Please inform us at the time of booking if you wish to travel with access baggage. This is to ensure that the Suppliers vehicles can accommodate you. Should you fail to notify us at the time of booking, you will be liable for any additional costs incurred in the carriage of such items.
If you wish to travel with your seeing-eye dog or any similar helping animal, please contact our customer service.
We reserve the right to refuse carriage to any person (both before and throughout the tours) who is thought to be under the influence of alcohol or drugs, has an infectious disease, attempts to smoke or consume alcohol in the vehicle, does or most probably would pollute the vehicle with his/her clothing or baggage, whose behavior is disruptive in any way and/or affects the passengers’ safety or that of the driver of the vehicle, or acts in any way that is prohibited by the laws in Romania.
If we have to refuse to provide you the booked service for any of the reasons above, we do not accept liability for any extra costs incurred by you or your party as a result of our doing so.
Our service fee includes the transportation of one piece of hand luggage per person. If you would like to travel with baggage that exceeds this limitation in size and/or quantity, please inform us at the time of booking. Should you fail to do so, we cannot guarantee your luggage will be transported as the capacities of our vehicles are limited.
If you would like to travel with luggage of extra size or shape, (e.g. certain sports devices and musical instruments) please contact our customer service when booking to ensure that a suitable vehicle will be provided.
We do not transfer animals in our vehicles (except seeing-eye dogs and similar service animals. If you would like to travel with your service animal, please inform us at the time of your booking).
We do not accept responsibility for any damage or loss of your luggage.
We can only store items left in our vehicles for 2 weeks. If you would like us to take your items to your address, please note that you will be charged the cost of the ride.
If you have a complaint
If you would like to complain about a problem you encountered with the service provided, please inform us by sending an e-mail. Please attach your booking confirmation code to your letter to help us identify your order. We will endeavor to investigate the matter and notify you about our decision.
Please note that any complaints must be received in writing to our email address within 28 days of the return booking date. Failure to notify us of your complaint within 28 days greatly affects our ability to investigate the matter in question, and therefore we cannot accept complaints for services later than 28 days.
If your claim for reimbursement is accepted as rightful, the reimbursement of the amount paid will be transferred to your account within 30 days from the receipt of your necessary bank details.
Please note that our liability for services unfulfilled is limited to the fee paid under the given order code.
If the service delivered by us is not what you ordered or is not performed with reasonable skill and care due to the fault of our employees, agents or suppliers, we will refund to you the price paid for the ordered service. We will not be responsible for any claim arising as a result of any event or circumstance that we or the supplier(s) of the service in question could not have predicted or prevented. This may include (but is not limited to) an occurrence of force-majeure.
We cannot accept any responsibility for delays caused by the nature of our services (e.g. traffic conditions).
In order to process your booking, we need to collect certain personal details from you. These will include, where applicable, the names, addresses and telephone numbers of Passengers and special requirements such as those relating to any disability or medical condition which may affect the chosen booking. In order to process your order we may share your information with our suppliers or other involved third party. We will provide only the personally identifiable information necessary to ensure the successful fulfillment of your travel arrangements.
Where you provide us with personal details relating to any special requirements and/or details of any illnesses or disabilities, you consent to this information being passed on to any organization or company responsible for any part of your travel arrangements.
We will not pass any information on to any company and/or organization not responsible for providing any part of your travel arrangements.
The information may also be provided to the authorities as required by law.
If you make a completed booking with us, we will assume that you do not object to our doing any of the things mentioned above, unless you tell us otherwise in writing.
If you would like to modify or cancel your booking, or if you have a complaint or questions regarding transfer issues, please send us an e-mail. Please give us your booking data in order to make it easier for us to identify your booking and thus be able to send a quick reply.