General Terms and Conditions for an Organized Travel Contract
of Chaika Travel Burgas EOOD

3.6.3. to comply with the laws of the country to which they travel;

1.1 Registration is possible directly at the company's offices or via fax, the Internet, or through travel agents in the country.

2. Prices and Payment:
2.1 The prices of all domestic and international trips include VAT.
2.2 Payment is made in EUR, in cash or by bank transfer, to the account of the Tour Operator/Travel Agent.
2.3 Deposit. The deposit amount is not less than 30% of the travel price. The user pays the deposit at the time of signing the organized travel contract, unless another term is explicitly stated in the contract. For early booking dates and when concluding a contract under a promotional offer, the full amount is paid as a deposit.

3. Rights and Obligations of the Parties:
3.1 The Tour Operator undertakes:
3.1.1 to provide, in accordance with the terms of the concluded contract, the travel services paid by the User.
3.1.2 to offer the User the conclusion of an insurance policy for "Medical Expenses in Case of Illness and Accident" for trips abroad, except in cases when the trip is within the EU and the User has a European Health Insurance Card.

3.2 The Tour Operator has the right to withdraw from the contract without any liability if the User does not make full payments within the established deadlines. Payment is evidenced by a duly issued document. If the User has paid a deposit but has not made the full payments by the established deadlines, the deposit is not refunded and is retained as a penalty for non-performance.

3.3 The Tour Operator must provide the User with a Certificate of the concluded insurance contract under Article 42 of the Tourism Act before signing the contract.

3.4 The Tour Operator complies with Regulation (EC) No 1107/2006 of the European Parliament and of the Council of 05.07.2006 concerning the rights of persons with disabilities and persons with reduced mobility when traveling by air, and the User undertakes to notify the Tour Operator in writing when concluding the contract if they are a person with disabilities or reduced mobility.

3.5 If necessary and to avoid changing the program content, the Tour Operator, including the group tour guide, reserves the right to make adjustments to the travel program by days and hours, without essentially changing the program content.

3.6 The User undertakes:
3.6.1 for trips outside Bulgaria, to obtain the necessary personal documents in accordance with the laws of the visited countries and the Republic of Bulgaria, including:

  • For countries outside the EU, except Switzerland, Norway, Croatia, Serbia, Bosnia and Herzegovina, Albania, Montenegro, and Macedonia – a valid passport with a validity of no less than 6 months from the date of return from the trip;
  • For tourists over 18 years old on programs including only EU member states or Switzerland, Norway, Croatia, Serbia, Bosnia and Herzegovina, Albania, and Macedonia – a valid ID card or passport;
  • For Montenegro – a valid passport or ID card with validity of no less than 6 months from the return date;
  • For children under 18 – a valid identity document required by the respective country, with validity of no less than 6 months from the return date;
  • For minors under 18 traveling alone – in addition to the required identity document, a notarized declaration from both parents that they agree their child to travel abroad, with the notary’s phone number (if the minor travels with one parent, they must have a notarized consent from the other parent). The original declaration and 2 copies must be carried during the trip;
  • European Health Insurance Card;
  • Visa – necessity for Bulgarian citizens is specified for each program. Citizens of other countries must independently check and comply with passport and visa requirements at the respective embassies;
  • Organized travel contract;
  • Travel voucher – received in two copies after payment of the full travel price and requested additional services;
  • Insurance policy for "Medical Expenses in Case of Illness and Accident";
  • For flight programs – a named airline ticket.

Failure to comply with the above conditions releases the Tour Operator from responsibility, and all inconveniences and damages caused are at the User’s expense.

3.6.2 to pay in full and within the deadlines specified in this Contract the price of the travel services;
3.6.4 when traveling or staying in countries with increased risk of infectious diseases – to undergo the corresponding preventive measures according to international medical requirements.

3.7 The User has the right, up to 30 days before the travel date for reservations in Bulgaria and until the issuance of the flight ticket for international travel, to transfer their rights and obligations under this Contract to a third party who meets all travel requirements.

3.8 The User must appear in person at the office where the contract was concluded, after signing and no later than 7 days before the start of the trip, to receive preliminary travel information according to the Tourism Act, or to specify an alternative way of receiving this information. If the User does not appear within this period and does not specify an alternative, the Tour Operator is not responsible for non-receipt of the preliminary information.

4. Liability of the Parties:
4.1 In case of non-performance or improper performance of services under this Contract by the Tour Operator, they are obliged to compensate the User for duly proven damages up to three times the travel price, except in cases where the damages are due to:

  1. User behavior;
  2. Action of a third party unrelated to contract performance, which could not be foreseen or avoided;
  3. Force majeure or an event which could not be foreseen or avoided by the Tour Operator or its contractors acting in good faith.

In cases 2 and 3, the Tour Operator must assist the User in minimizing damages immediately after being informed.

4.2 The Tour Operator may cancel the trip if the minimum required number of participants is not reached or if the cancellation is due to force majeure. In such cases, the Tour Operator is not responsible for non-performance of the Contract and returns all paid amounts. In case of cancellation due to force majeure, the Tour Operator may deduct the corresponding part of expenses already incurred for the canceled trip, evidenced by proper documents/paid insurance, fines for returned tickets, visa services, etc.

4.3 The Tour Operator is not liable for cancellations, delays, or changes in travel schedules and conditions beyond its control, namely:
a) Cancellation or interruption of travel by the User;
b) Refusal of authorized bodies to issue a visa to the User;
c) Denial by customs or border authorities to allow the User to leave Bulgaria or enter the travel country due to lack of proper documents or committed offenses;
d) Force majeure such as diseases, epidemics, natural disasters, strikes, military actions in the contracted countries or neighboring countries threatening security, government decisions, or other unforeseen or unavoidable extraordinary events arising after the contract is signed;
e) Acts of a third party unrelated to the Contract, described in special execution documents, transport services documented separately – plane, ferry, train, bus tickets. In these cases, the material and moral liability lies with the specific service provider, as described in the respective documents.

4.4 If the Tour Operator makes a significant change in essential clauses of this Contract, they must immediately notify the User. The User must inform their decision regarding the changes within 3 days of receiving the notice. The User may accept the changes, confirmed by an additional written agreement specifying their impact on the price, or reject the contract without penalty. Replacing a hotel, restaurant, or entertainment venue with another of the same or higher category/class is not considered a significant change.

4.5 In case of trip cancellation and termination of the Contract by the User, the Tour Operator retains penalties unless otherwise specified:
4.5.1 The User owes an administrative fee of 40 BGN per person if cancelling 120 days or more before the start of the trip;
4.5.2 The User owes a fee equal to the deposit if cancelling 119–60 days before the start;
4.5.3 The User owes 80% of the total contract value if cancelling 59–30 days before the start;
4.5.4 The User owes 100% if cancelling 29–0 days before the start;
4.5.5 The User may transfer the contract or change participants up to 30 days before the start, paying an administrative fee of 50 BGN per person. Both parties are jointly responsible for remaining payments and additional fees;
4.5.6 Conditions 4.5.1–4.5.5 apply in case of illness or personal reasons;
4.5.7 If border authorities refuse entry, the Tour Operator is not liable and does not refund;
4.5.8 Users who do not appear at departure or leave after starting the trip have no right to refunds.

4.6 The Tour Operator is not responsible for damages caused by User obstruction of the program due to alcohol or drugs.
4.7 The Tour Operator is not liable for damages if User misconduct leads to service refusal or removal from the program, documented by officials or other tourists.
4.8 The Tour Operator is not responsible for services chosen or arranged independently by the User during the trip.
4.9 The Tour Operator is not responsible for damages caused by third-party criminal acts, including theft; guides and agency assist with reporting without disrupting the program.
4.10 The Tour Operator is not responsible or liable if the User refuses services or misses scheduled program activities.

5. Disputes and Complaints:
5.1 All disputes are resolved by mutual agreement; if not, in competent Bulgarian court.
5.2 During the trip, the User must immediately submit claims in writing to the service provider and inform the Tour Operator.
5.3 If claims cannot be resolved on-site, the User may submit a formal complaint to the Tour Operator in writing or orally in the office within 14 days of trip end, providing a protocol signed by the service provider and themselves. Without this protocol, claims cannot be made. The Tour Operator responds within 30 days.
5.4 If the User withdraws from the trip during its duration, they cannot claim any refunds and must arrange their return themselves.

6. Amendment and Termination of Contract:
6.1 Either party may request amendment or termination due to significant changes in circumstances.
6.2 In case of amendment, obligations remain in the amended form; upon termination, obligations cease after financial settlement.

7. Privacy and Data Protection:
7.1 The Tour Operator is a data controller, processing personal data according to Bulgarian law and EU Regulation (EU) 2016/679.

7.2 Collected data may include name, birth date, EGN, address, gender, phone numbers, email, identity document data, bank account, and/or credit/debit cards.
7.3 Data is used for:
7.3.1 Contract preparation and administration;
7.3.2 Providing services/products suited to User needs;
7.3.3 Compliance with legal requirements;
7.3.4 Sending information about contracts, products, and services.
7.4 Data may be shared with:
7.4.1 Public authorities, banks, etc.;
7.4.2 Companies providing specific travel services: airlines, hotel booking systems, cruise companies, travel agents, insurance/assistance companies, transfers, car rentals, train/bus tickets, teambuilding, etc.;
7.4.3 Necessary parties for legal obligations, including proceedings triggered by complaints.

7.5 Data subjects have rights described in the Privacy and Data Protection Statement on the website, including: access, correction, withdrawal of consent, objection, deletion, restriction, portability, and complaints to supervisory authority.

7.6 By signing the contract, the User consents to:
7.6.1 Data collection, processing, and storage;
7.6.2 Sharing with third parties listed in 7.4, including outside the EEA with proper safeguards;
7.6.3 Use for direct marketing via email, newsletters, offers, and promotions;
7.6.4 Acknowledgment of the full privacy statement;
7.6.5 Right to withdraw consent anytime by written notice.

7.7 Refusal to provide data may prevent the Tour Operator from providing services.
7.8 The Tour Operator has taken all legally required measures to protect data according to Bulgarian and EU law.

This contract is effective from the signing date and valid until the end of the trip. It is signed in two copies – one for each party.