Terms and conditions
Terms and conditions
1. OBLIGATIONS OF THE CONTRACTUAL PARTIES
1.1. The Tour Operator is obliged:
1.1.1. To ensure the proper provision of all contracted services to the traveller(s) considering the legimate expectaons of the traveller, regardless of whether those services are to be provided by the tour operator itself or by other tourism service providers. The Catalogue, Traveller Memo, Important Informaon and Tips for Travellers, as well as other material describing the travel or the modified programme is an integral annex to the organised travel contract. The latest and most up-to-date informaon about hotels, their categories, changes in their services and entertainment after the conclusion of the contract is published on the tour operator's website www.vilniustravel.lt.
1.1.2. To provide the traveller with the necessary receipts, coupons, ckets, informaon on the esmated me of departure and, where applicable, check-in and waing mes at intermediate stops, transport connecons and arrival me in the form in which the contract was concluded or in another form chosen by the traveller before the start of the travel. The tour operator is also obliged to provide informaon on the vehicles used, their characteriscs and category, type of accommodaon, locaon, category or level of amenies and the main features and class (in accordance with the relevant rules of the host state), and catering. The latter informaon may also be published on the tour operator's website www.vilniustravel.lt.
1.1.3. To provide general informaon on the passport and visa requirements of the country of travel, including the approximate duraon of the visa issuance process, and informaon on health formalies (informaon on the epidemiological status of communicable diseases in the countries of desnaon, mandatory and recommended prevenon measures, informaon on the procedure for obtaining health insurance) or provide the links to this informaon. The latest informaon or links to official websites with such informaon is available on the tour operator's website www.vilniustravel.lt.
1.1.4. If under the contract the tour operator undertakes to provide the traveller with accommodaon meeng the specific category according to the rules of the host country, without providing the specific accommodaon provider (hotel name), the tour operator undertakes to inform the traveller about the type, category and catering before signing the contract. The tour operator also undertakes to provide the traveller with non-misleading and detailed informaon on the level and number of amenies, services and entertainment.
1.1.5. To provide information on oponal or compulsory insurance to cover the costs of the traveller's terminaon of the contract or the costs of assistance, including the return of the traveller to the place of departure, in the event of an accident, illness or death. Accordingly, the tour operator informs the traveller that it is not obligatory, but recommended to purchase medical expenses insurance during the travel, missed travel insurance, accident insurance, etc. The latest informaon or links to official websites with such informaon is available on the tour operator's website www.vilniustravel.lt.
1.1.6. To provide information on the name, address, telephone number, e-mail address, fax number of the tour operator's local representave, tour guide, contact centre or other service that allows the traveller to quickly contact and communicate with the tour operator, to seek assistance in the event of difficules, or to make a claim for improper performance or non-performance of the contract. If there are no such representaves of the tour operator, to provide the traveller with a telephone number to call in an emergency or informaon to help him/her contact the tour operator and/or travel agent. If minors are traveling, to provide parents or guardians with informaon that allows them to contact the child or the person in charge directly at the child's location.
1.1.7. To use the personal data provided by the traveller(s) only for processing travel documents and ordering travel services.
1.1.8. To provide a traveller in difficulty with the necessary assistance during the travel or in the event of force majeure without undue delay:
1.1.8.1. To provide relevant informaon on health services, local authories and consular assistance;
1.1.8.2. To help the traveller use the means of distance communicaon;
1.1.8.3. To help find alternave travel services.
1.1.9. When the tour operator is obliged to return all or part of the money paid by the traveller or on behalf of the traveller, to return the money without undue delay, but no later than within 14 days from the date of terminaon of the contract, except where the traveller and the tour operator agree on the compensaon of the money paid for the missed travel by the means and condions established in the Law on Tourism of the Republic of Lithuania during this term in the cases established by this Law.
1.2. The traveller(s) is obliged:
1.2.1. To pay for the travel on me in accordance with the terms of the contract or the contract itself. If the contract is concluded more than 21 days before the start of the travel, the traveller must make 10 per cent advance payment and pay the remaining amount no later than 21 days before the start of the travel; if the contract is concluded less than 21 days before the start of the travel, to pay the full price of the travel (standard payment condions). The condions of this Clause regarding the payment of the travel do not apply if the traveller has concluded a financing (consumer credit) agreement for the financing of the traveller . If the traveller purchases a travel according to the condions of a prepurchase or special offer, the travel according to which the departure is not from Lithuania and/or a travel with special payment terms, the terms of payment for the travel different from the standard payment terms specified in this Clause are specified in the contract;
1.2.2. To arrive to the place of travel start on me, to comply with the instrucons of the tour operator regarding the performance of the travel or its separate parts, to comply with the requirements of public order, internaonal passenger transport regulaons, luggage transport regulaons and the quanty, number and prohibion of items entering the country. To follow the instrucons of the border and customs services. When traveling with a child (or children), to comply with the requirements for the descripon of the procedure for the temporary departure of a child to foreign countries outside the Schengen area approved by the Resoluon No. 302 of the Government of the Republic of Lithuania of 28 February 2022.
1.2.3. To compensate for damage caused during the travel (damaged hotel inventory, vehicles, etc.). If the damage is caused by a minor, all losses are compensated by the person responsible for him/her. If the traveller accepts the fault and agrees to pay compensaon, it must be compensated on the spot. In cases when the traveller does not accept the fault, the tour operator has the right to recover the damage in accordance with the procedure established by the legislaon of the Republic of Lithuania. The traveller is not obliged to compensate for the damage caused by force majeure.
1.2.4. The traveller, the main party to the contract, must inform the other travellers that the travel is organized only in accordance with the terms of the contract and all travellers must comply with all the terms of the contract and provide them with all postcontract informaon sent by the tour operator.
1.2.5. ATTENTION! The disabled persons or persons with reduced mobility who may require special assistance during a journey by air must agree on the approval of the seats with the actual air carrier or tour operator before purchasing a transport cket or package tour. The disabled persons and persons with reduced mobility are also recommended to check with the travel agency or tour operator directly during the pre-contractual relaonship whether a parcular hotel will be able to provide suitable leisure facilies and facilies for the disabled persons. Please also check out the facilies around the hotel for disabled persons.
2. CONTRACT TERMINATION AND WITHDRAWAL FROM THE CONTRACT
2.1. The right of the traveller to terminate the contract:
2.1.1. The traveller is entled to terminate the contract at any me before the start of the travel. Upon terminaon of the contract by the traveller, the tour operator may require the traveller to pay a reasonable terminaon fee as set out in the contract. The amount of the terminaon fee depends on the me remaining unl the start of the travel:
Contract terminaon period
more than 7 days before departure 00%
from 6 to 3 days before departure 90%
2 and less days before departure 100%
In all cases, the amount of the terminaon fee may not exceed the price of the contract. In case of special offers, the condions for cancellaon of the flight and/or accommodaon services included in the package maydiffer from the standard condions for cancellaon fees set out in this Clause.
2.1.2. The traveller is entled to terminate the contract and do not pay the terminaon fee in the following cases:
2.1.2.1. if the tour operator amends the terms of the contract before the start of the travel and the traveller does not agree with the amendments to the terms of the contract proposed by the tour operator within a reasonable period of me specified by the tour operator, when:
2.1.2.1.1. the tour operator is obliged to substanally change any of the main travel services and/or features before the start of the travel;
2.1.2.1.2. the tour operator cannot meet the special traveller requirements specified in the contract;
2.1.2.2. if the contract cannot be executed due to the deficiencies indicated by the traveller and the tour operator does not recfythe deficiencies within a reasonable period set by the traveller. In cases specified in the Arcle 6.7521 (3) of the Civil Code, thetraveller may request a reducon in the cost of the travel or compensaon;
2.1.2.3. if force majeure occurs at or near the place of desnaon that may make it impossible to carry out the travel or to taketravellers to the place of desnaon. In this case, the traveller is entled to demand a refund of the travel, but is not entled to addional compensaon.
2.2. The right of the tour operator to terminate the contract:
2.2.1. The tour operator is entled to terminate the contract before the start of the travel, return all amounts paid for the travel to the traveller and compensate the damage suffered by the traveller.
2.2.2. In the event of terminaon of the contract by the tour operator, the damage suffered by the traveller is not compensated in the following cases:
2.2.2.1. the number of persons who have purchased the travel is less than the minimum number of travellers specified in Clause 1.1.2 of the contract and the traveller has been informed thereof in accordance with the procedure established in Clause 1.1.2 of the contract;
2.2.2.2. the tour operator is unable to perform the contract due to force majeure and it must immediately nofy the traveller of the terminaon of the contract before the start of the travel.
2.3. The traveller is entled to withdraw from the off-premises contract within 14 days without giving a reason under the procedure set forth by Arcle 6.22810 (1) of the Civil Code and must nofy the tour operator about it under the procedure set forth by Arcle 6.22810 (6) and (7) of the Civil Code.
3. TRAVEL PRICE CHANGE
3.1. The tour operator is entled to increase the price of the travel a#er concluding the contract. An increase in the travel price is possible only if it is directly determined by the change of:
3.1.1. the cost of traveller transportaon due to the cost of fuel or other energy sources;
3.1.2. the amount of fees or charges for services (for instance, tourist tax, airport charges, etc.) covered by the contract that are levied by third pares not directly involved in the travel;
3.1.3. exchange rate of the currency related to the travel.
3.2. The tour operator must inform the traveller on a durable medium in a clear and comprehensible manner of the price increase at least 20 days before the start of the travel by stang the reasons for the price increase and how the price increase was calculated.
3.3. After concluding the contract, the traveller is entled to demand a reducon in the travel price in the following cases:
3.3.1. Reducon of the costs specified in Clause 3.1. of the contract after the conclusion of the contract but before the start of the travel;
3.3.2. Due to improper performance of the contract, unless the tour operator proves that the contract is improperly performed by the traveller;
3.3.3. when the alternave services offered result in a lower quality of travel than specified in the contract;
3.3.4. if the tour operator is unable to offer alternave services for good reasons or the traveller refuses them in accordance with Arcle 6.754 (5) of the Civil Code;
3.3.5. if the contract cannot be executed due to the deficiencies indicated by the traveller and the tour operator does not recfy the deficiencies within a reasonable period set by the traveller.
3.4. In the event of a reducon in the price of the travel, the tour operator is entled to deduct the actual administrave costs from the amount to be reimbursed to the traveller. At the traveller’s request, the tour operator must provide a jusficaon for such administrave costs.
4. AMENDMENT OF OTHER CONTRACT CONDITIONS
4.1. The tour operator is entled to unilaterally amend the other terms of the contract before the start of the travel only if all of the following condions are met:
4.1.1. The amendments are not substanal;
4.1.2. The tour operator has provided the traveller with informaon on the amendments in a clear and comprehensible form desired by the traveller on the durable medium.
4.2. The tour operator must provide the traveller with clear and comprehensible informaon on the durable medium without undue delay about:
4.2.1. The proposed amendments of the contract;
4.2.2. The reasonable period of me during which the traveller must inform the tour operator of his/her decision;
4.2.3. The consequences if the traveller does not reply within the deadline specified by the tour operator;
4.2.4. An alternave travel and its price, if such travel is offered.
4.3. The traveller is entled to agree to the amendments to the terms and condions of the contract proposed by the tour operator within a reasonable period of me specified by the tour operator or to terminate the contract without paying the terminaon fee.
4.4. Upon terminaon of the contract by the traveller, the tour operator may offer the traveller another travel of equivalent or higher quality. If the quality of the travel deteriorates or the price of the travel is reduced due to amendments in the contract or the selected alternave travel, the traveller is entled to demand a refund of the difference in the reduced price.
4.5. Any term of the contract may be amended by written agreement of both pares afer the conclusion of the contract.
5. CHANGE OF PARTIES TO THE CONTRACT
5.1. The traveller is entled to transfer his/her right to travel to another person who will acquire all the rights and obligaons of the traveller under the contract, if he/she gives a reasonable noce to the tour operator before the start of the travel. A traveller’s noce must be considered valid in all cases if it is submi3ed no later than seven days before the start of the travel.
5.2. The tour operator must inform the traveller transferring his/her right to travel of the actual costs of the transfer and provide supporng evidence. Those costs must be reasonable and must not exceed the actual costs incurred by the tour operator in transferring the contract.
5.3. The traveller transferring the right to travel and the other person will be jointly and severally liable to the tour operator for the cost of the travel and the costs of transferring the right to travel.
5.4. In cases where such transfer is contrary to the rules of the enty assisng the tour operator, it is not possible to change the party(-ies) to the contract. In cases where the transfer is possible but the enty assisng of the tour operator has established an appropriate fee, the transfer may be made only a#er the relevant fee has been paid by the traveller(s).
6. LIABILITY OF THE TOUR OPERATOR
6.1. The tour operator is liable for any technical deficiencies in the booking system caused by its fault during the conclusion of the contract and for any errors made during the booking process. The liability does not apply when the booking errors are due to the fault of the traveller or caused by force majeure.
6.2. The tour operator must provide the necessary assistance specified in Clause 1.1.9. of the contract to a traveller in difficulty without undue delay.
6.3. If traveller assistance is required for reasons arising from the traveller’s wilful misconduct or negligence, the tour operator is entled to charge a fee for the provision of such assistance that must not exceed the actual costs incurred by the tour operator.
6.4. The traveller must nofy the tour operator of any case of improper performance or non-performance of the contract that he/she noces during the travel through the contacts specified in the contract without undue delay and must indicate a reasonable me limit for recfying the deficiencies. If the deficiencies need to be recfied immediately, the traveller is not required to specify a deadline.
6.5. If the services specified in the contract are not provided in accordance with the terms of the contract, the tour operator must recfy the deficiencies idenfied by the traveller within a reasonable me, except where this is not possible or would result in disproporonate costs, having regard to the scale of the deficiencies and the value of the inadequately provided services specified in the contract.
6.6. If the tour operator does not recfy the deficiencies due to the reasons specified in Clause 6.5 of the terms of the contract , the provisions of Arcle 6.7541 of this Code regarding compensaon must apply.
6.7. If the tour operator fails to remedy the deficiencies within a reasonable period set by the traveller for reasons other than those specified in Clause 6.5 of the contract, the traveller may do so himself/herself and claim the necessary costs.
6.8. If the tour operator is unable to provide a significant part of the services under the contract or the traveller return service is not provided as agreed, the tour operator must at no addional cost offer the traveller the suitable alternave services of a quality, if possible, equivalent to or higher than that specified in the contract, in order to connue the journey. When the proposed alternaves result in a lower quality of the travel than specified in the contract, the tour operator must reduce the price of the travel accordingly.
6.9. If the alternaves offered are not similar to the services agreed in the contract or if the price reducon granted is inadequate, the traveller may refuse them.
6.10. If the non-compliance substanally affects the performance of the travel and the tour operator does not remedy the situaon within a reasonable period set by the traveller, the traveller may terminate the contract without paying a terminaon fee and request a reducon in price and/or compensaon for property and non-property damage.
6.11. If it is not possible to offer alternaves or the traveller refuses the offered alternaves in accordance with the Clause 6.9 of the contract, the traveller is entled to a price reducon and/or compensaon for property and non-property damage without terminang the contract.
6.12. If the travel includes a passenger transfer service, in cases specified in Clauses 6.9 – 6.11 of the contract, the tour operator must ensure the return of the traveller to the original place of departure by an equivalent means or transport to another place agreed upon by the traveller at no extra charge, as well as a refund to the traveller for services not provided.
6.13. If, due to force majeure, the tour operator is unable to ensure the return of the traveller in accordance with the contract, the tour operator must pay the costs for the necessary accommodaon, if possible, in a category equivalent to the contract, for the period of force majeure, but not exceeding three nights. for each traveller, unless other laws or regulaons of the European Union provide for longer periods (for instance, the persons with reduced mobility and their accompanying persons, pregnant women, unaccompanied minors and persons with special medical needs, if the traveller nofies the tour operator of his/her special needs at least 48 hours before the start of the travel).
6.14. The traveller is entled to demand compensaon for property and non-property damage in the following cases without undue delay:
6.14.1. If the deficiencies indicated by the traveller prevent the performance of the contract and the tour operator does not remedy the deficiencies within a reasonable period set by the traveller;
6.14.2. If the tour operator is unable to offer alternave services for jusfied reasons or the traveller refuses them in accordance with Clause 6.9 of the contract;
6.14.3. In other cases specified by the Civil Code.
6.15. The tour operator is not liable for improper performance of the contract if the tour operator proves that the contract was improperly performed due to:
6.15.1. The traveller‘s fault;
6.15.2. The fault of a third party not involved in the provision of the services under the contract and therefore the damage could not have been foreseen or avoided;
6.15.3. Force majeure.
6.16. If the damage, other than damage caused by the death of a traveller, personal injury, as well as damage caused intenonally or through gross negligence, is caused to the traveller by the provision of a contract but is not provided by the tour operator itself, the tour operator's liability for such damage may be limited to the three mes of the price of the travel.
6.17. The traveller‘s right to compensaon or the right to a reducon in price does not affect the rights of passengers in accordance with the Regulaon (EC) No 261/2004 of the European Parliament and of the Council of 11 February 2004 establishing common rules on compensaon and assistance to passengers in the event of denied boarding and of cancellaon or long delay of flights, and repealing Regulaon (EEC) No 295/91 (OL 2004 L 046, p. 1), Regulaon (EC) No 1371/2007 of the European Parliament and of the Council of 23 October 2007 on rail passengers‘ rights and obligaons (OL 2007 L 315, p. 14), Regulaon (EC) No 392/2009 of the European Parliament and of the Council of 23 April 2009 on the liability of carriers of passengers by sea in the event of accidents (O2009 L 131, p. 24), Regulaon (EU) No 1177/2010 of the European Parliament and of the Council of 24 November 2010 concerning the rights of passengers when travelling by sea, and inland waterway and amending Regulaon (EC) No 2006/2004 (OL 2010 L 334, p. 1), Regulaon (EU) No. 181/2011 of the European Parliament and of the Council of 16 February 2011 concerning the rights of passengers in bus and coach transport and amending Regulaon (EC) No 2006/2004 (OL 2011 L 55, p. 1) and in accordance with internaonal convenons.
6.18. The compensaon paid by a tour operator in accordance with Clause 6.14 of the contract or a price reducon granted to a traveller by a tour operator in accordance with Chapter 3 of the contract and compensaon paid to a traveller in accordance with European Union legislaon and internaonal convenons referred to in Clause 6.17 are deducted from each other to avoid double damages.
6.19. The property and non-property damage caused to a traveller must be compensated in accordance with the procedure established by the Civil Code.
7. FINAL PROVISIONS
7.1. The traveller must make the claims for improper performance or non-performance of the contract during the travel without undue delay in wring or on a durable medium to the tour guide, local representave of the tour operator, contact centre or other service; if they are missing - to the tour operator.
7.2. The limitaon period for bringing claims against a tour operator for damages for improper or non-performance of a contract is two years.
7.3. Where the contract is concluded through a travel agent, the traveller may submit noces, requests or claims directly to the travel agent, who must forward the noces, requests or claims to the tour operator without undue delay. Upon receipt of traveller‘s noces, requests or claims by a travel agent, they must be deemed to have been received by the tour operator.
7.4. The tour operator must examine the travellers‘ applicaon free of charge and, if it does not agree with the traveller‘s requirements, it must provide the traveller with a detailed reasoned wri3en answer based on documents no later than 14 days from the date of receipt of the traveller‘s applicaon. Upon receipt of a claim by the tour operator, but with defects in form or content - unsigned, filed by an unauthorized person, without supporng evidence, etc., the tour operator is entled to request the traveller to provide the means of proof necessary for the examinaon of the claim or to correct other deficiencies. In such case, the me limit for submiSng a reasoned wri3en reply must run from the date of receipt of the recficaon of the deficiencies in the documents and/or form referred.
7.5. The disputes regarding improper performance or non-performance of a contract out of court must be examined in accordance with the procedure established by the Law on Consumer Protecon of the Republic of Lithuania at the State Consumer Rights Protecon Authority at Vilniaus g. 25, 01402 Vilnius, email: tarnyba@vvtat.lt, fax (8 5) 279 1466, website www.vvtat.lt. The applicaon can be submi3ed electronically via the EGS plaTorm h3ps://ec.europa.eu/odr/.
7.6. An applicaon of a traveller to an instuon examining consumer disputes does not deprive a traveller of the right to apply to a court of general jurisdicon in accordance with the procedure established by the Code of Civil Procedure of the Republic of Lithuania with a request to examine the dispute on the merits.
7.7. The contract is made in two copies of equal legal force, one for each party.
7.8. If the contract is concluded remotely, the tour operator must provide the traveller with a copy of the contract or a confirmaon of the contract on a durable medium without undue delay afer the conclusion of the contract.
7.9. The copy of the off-premises contract or a confirmaon of the contract must be provided to the traveller on paper or, if the traveller agrees, on another durable medium.
The signing of the contract does not guarantee that the booking for the hotel selected by the traveller will be confirmed. The traveller will be nofied separately about the booking confirmaon. If the booking is not confirmed, the signed contract for accommodaon in a specific hotel becomes invalid.
The traveller has the right to choose an alternave travel opon when concluding a new contract. If the traveller refuses to conclude a new contract, the tour operator must return the money paid to the traveller for the expired contract.
The failure to pay all or part of the travel price specified in these terms and condions must invalidate the contract. In this case, the traveller has the right to choose an alternave travel opon from the travels offered by the tour operator at that me by concluding a new contract. If the traveller refuses to conclude a new contract, the traveller must compensate the tour operator for the lossesincurred under the procedure set forth by Clause 2.1.1.
The cizens of foreign countries that do not have a visa-free regime with the Republic of Lithuania who have purchased a tourist travel when leaving / returning to / from Lithuania require a mulple-entry (Schengen or naonal) visa valid for at least the duraon of the travel (more informaon is provided at www.migracija.lt). The traveller confirms that before signing the present contract he/she received written documents (contract, catalogue, other material describing the travel, programme and the Basic Condions for Carriage by Air) specifying all informaon related to the travel: informaon about accommodaon and vehicles, services provided during the travel, travel route, place and me of departure and return, visited places, their epidemiological condions, currency exchange, border crossing procedures, restricons on the importaon of items, visa issuance, immunoprophylaxis requirements, informaon allowing direct contact with the child or the responsible person at the child's locaon (if the minors travel alone), the name, telephone and other contact details of the tour operator or travel agent and other informaon specified in these terms and condions.
The traveller confirms he/she is informed about the tour operator's website www.vilniustravel.lt.