Terms and Conditions
Please read these Terms & Conditions carefully. They contain important information about your holiday contract.
Your contract is with UAB Baltic Holidays trading as Baltic Holidays of Geliu 50, Ringaudai, Kaunas raj, Lithuania, LT-53331, referred to as 'we' or 'us' in this contract. A contract is made when we or your travel agent confirm your booking. When you make a booking you accept these booking conditions on behalf of your party and accept responsibility for paying for the whole holiday. It is important that you check all details on your confirmation invoice and inform us immediately of any errors.
If you book your holiday more than 10 weeks before your departure date, we require a 25% deposit to secure your booking. If we purchase flights for you at the time of booking you must pay the full cost of the flights, plus 25% of the total cost deposit. You must pay the balance of your holiday payment 10 weeks before departure. If we do not receive all payments due in full and on time (the date stated by 'Final Balance' on your confirmation invoice), we reserve the right to treat your booking as cancelled by you. In this case, the cancellation charges set out below will apply. We accept payment by bank transfer and by credit/debit card. If paying by bank transfer, payment must be in the currency of the invoice, and you are responsible for any bank transfer charges. If you pay by card, you can choose to pay in EUR, USD or GBP at the time of making the payment. The exchange rate for card payments is set at the time of payment by the Bank of Lithuania.
Whilst we make every effort to ensure that the information on our website and in our documentation is as accurate as possible, we reserve the right to make changes when necessary. UAB Baltic Holidays are only responsible for the information contained within our own publications and websites. We are not responsible for third-party information (eg from tourist boards or hotels) contained in any other brochures or websites.
4. CHANGES AND CANCELLATION BY YOU
(A) CHANGES We will do our best to assist you in altering your arrangements after booking but cannot guarantee that this will be possible. If alterations can be made you will be responsible for all extra charges and costs and we reserve the right to charge an administration fee per person plus any applicable charges levied by our suppliers. In some cases, flights cannot be changed after booking and the full cost of a new air ticket will be payable.
(B) CANCELLATION All cancellations must be made in writing by the person who made the booking and are effective on the day we receive it. As we incur substantial costs and losses on a cancellation, we will apply the following cancellation charges based on payment/balance date of ten weeks prior to departure. For those bookings where additional amounts were paid in excess of the standard 25% deposit at the time of booking or before the standard balance due date, these shall be considered non-refundable.
Number of weeks prior to departure when cancellation notice received (cancellation charge as a percentage of total holiday price):
More than 10 weeks - Forfeit deposit
Between 6 and 10 weeks - 50%
Between 4 and 6 weeks - 75%
Within 4 weeks - 100%
Agents or third-party organisations acting on our behalf are unable to amend or change the contract or terms and conditions within it.
(C) TRANSFER of the package travel contract to another traveller is possible. You may, after giving us reasonable notice in writing before the start of the package, transfer the package travel contract to a person who satisfies all the conditions applicable to the contract. Notice given at the latest seven days before the start of the package shall in any event be deemed to be reasonable. The transferor of the package travel contract (you) and the transferee shall be jointly and severally liable for the payment of the balance due and for any additional fees, charges or other costs arising from the transfer. We shall provide you with proof of the additional fees, charges or other costs arising from the transfer of the package travel contract. Those costs shall not be unreasonable and shall not exceed the actual cost incurred by us due to the transfer of the package travel contract.
5. CHANGES AND CANCELLATION BY US
(A) CHANGES It is occasionally necessary for us to make changes to advertised products and services and we reserve the right to make such changes. In exceptional circumstances we may have to modify your holiday after booking. If the change is minor we will do our best to notify you in advance but are not obliged to do so and no compensation is payable. If the change is material (for example, a change of flight time by more than twelve hours, change of destination, or to a lower standard of accommodation), we will notify you as soon as practically possible and offer you the choice of (i) accepting the alternative arrangements or (ii) arranging an alternative holiday with us or (iii) cancelling your holiday.
(B) CHANGES DURING THE HOLIDAY If we are unable to provide a significant proportion of your holiday whilst you are away, suitable alternative arrangements will be made for you at no extra cost or, if we are unable to do so, you will be returned to your point of departure and given a pro-rata refund for any part of the holiday not received. This does not apply to minor changes in your accommodation, itinerary, or transportation.
(C) CANCELLATION BY US Whilst we hope we will never have to cancel your holiday, we reserve the right to do so. Should it be necessary to cancel your holiday we will endeavour to offer alternative travel arrangements of equivalent or similar standard, together with a price refund if appropriate. Alternatively, we will provide a full and prompt refund.
(D) FORCE MAJEURE Compensation will not be payable in any cases where an amendment, change, or cancellation is due to “force majeure”, defined as unusual or unforeseeable events or circumstances beyond our control, the consequences of which neither we nor our suppliers could avoid. These include, but are not limited to, war, the threat of war, riot, civil disturbance or strife, terrorist activity (actual or threatened), industrial disputes, technical or maintenance problems with transport, machinery, or equipment, power failure, natural or nuclear disaster, fire, flood, drought, adverse weather conditions, levels of water in rivers, acts of God, closure of airports, changes of schedules or operational decisions of transport providers.
(E) LOW BOOKINGS Compensation is not payable if a holiday or tour does not take place because a required minimum number of passengers to enable the holiday or tour to take place has not been reached and you were informed of that requirement at the time of booking. We will notify you at least ten weeks before departure if your holiday has not reached the minimum number and is therefore cancelled and where possible we will offer a similar holiday on a different date or an alternative holiday departing at or around the original date.
All prices advertised are quoted per person in EUR and are based on 2 people sharing a twin/double standard room unless expressed otherwise. We reserve the right to increase or decrease the prices of unsold holidays at any time. Quotes excluding flights are valid for 7 days from the date of creation. Should you reply to us after 7 days, we will issue the quote again to check if there are any changes due to availability or exchange rates. Quotes including flights are valid for 48 hours as flight prices are subject to change. Should you reply to us after 48 hours, we will issue the quote again to check if there are any price changes. Changes in transportation costs, including the cost of fuel, duties, taxes or fees chargeable for services such as landing taxes or disembarkation fees at ports and airports and exchange rates, mean that the price of your travel arrangements may change after you have booked. However, there will be no change within 30 days of your departure. We will absorb and you will not be charged for any increase equivalent to 2% of the price of your travel arrangements, which excludes insurance premiums and any amendment charges. In the highly unlikely event that the change is greater than 2% of the price of your travel arrangements, you will be charged for the amount over and above that. If this means that you will have to pay an increase of more than 8% of the price of your travel arrangements you will have the option of accepting a change to another holiday if we are able to offer one (if this is of equivalent or higher quality you will not have to pay any more, but if it is of lower quality you will be refunded the difference in price) or cancelling and receiving a full refund of all monies paid, except for any amendment charges.
7. OUR RESPONSIBILITIES
If the contract we have with you is not performed or is improperly performed by us or our suppliers we will immediately act to remedy the situation, unless it is impossible or it entails disproportionate costs, taking into account the extent of the lack of conformity and the value of the travel services affected. If we fail to remedy the lack of conformity you are entitled to compensation. If a suitable remedy to the lack of conformity requires you to pay for arrangements yourselves, you are entitled to request reimbursement of the necessary expenses. However, we will not be liable where any failure in the performance of the contract is due to: you; or a third party unconnected with the provision of the travel arrangements and where the failure is unforeseeable or unavoidable; or unusual and unforeseeable circumstances beyond our control, the consequences of which could not have been avoided even if all due care had been exercised; or an event which we or our suppliers, even with all due care, could not foresee or forestall. We request that all third-party suppliers whose services are used in our travel arrangements and products meet the necessary standards of health and safety for their country, and hold all required licences and insurances. We expect all third-party suppliers to meet the conditions set out in our Third Party Supplier Agreements to ensure good practice is kept.
If it is impossible to ensure your return as agreed in the package travel contract because of unavoidable and extraordinary circumstances, we shall bear the cost of necessary accommodation, if possible of equivalent category, for a period not exceeding three nights per traveller.
If you have a complaint or problem whilst on holiday you must inform us, our local representative, or the supplier immediately to give us the opportunity to rectify it. Any unresolved complaints must be notified to us in writing within 30 days of your return. We will reply in writing within 14 days of receiving your request. If you are not satisfied with our response, you are entitled to address the dispute resolution body within one year.
Any disputes arising from the non-performance or inadequate performance of the contract shall be settled in line with the Law on Consumer Protection of the Republic of Lithuania by the the State Consumer Protection Authority, address Vilniaus g. 25, LT-01402 Vilnius, e-mail [email protected], phone +370 5 262 6751, www.vvtat.lt.
It is also possible to submit the claim electronically via ODR platform http://ec.europa.eu/odr/.
9. PASSPORTS, VISAS AND DOCUMENTATION
It is your responsibility to ensure that all necessary passports, visas, international driving licences, vaccinations and other health documents are in order. All passports must have a validity of at least six months from your scheduled return date home. You will generally need clear/clean pages for visas, as required, to be inserted. It is your responsibility to contact the relevant consulate/embassy to check about visa requirements pertaining to your national citizenship before booking. We cannot accept liability or offer refunds for customers who cannot travel because they do not hold the correct documentation. Baltic Holidays will endeavour to provide you with the correct tickets & details; however you are also duty-bound to check your hotel and flight tickets and confirmation invoice to ensure all is correct, this is your responsibility and you must inform us of any mistakes immediately and before your departure on your holiday. We will e-mail you your confirmation invoice shortly after you have confirmed your booking, upon request we will post it to the lead passenger.
10. TRAVEL INSURANCE
Your travel arrangements with us DO NOT include travel insurance. You must have suitable insurance cover, preferably from the moment you book, so you benefit from cancellation cover straight away. It is your responsibility to arrange a suitable comprehensive insurance policy for your trip.
11. SPECIAL REQUIREMENTS
It is your responsibility to inform us of any special requirements or any mobility problems you may experience before you book your holiday, to ensure we can select the appropriate accommodation and services to suit your needs. Failure to do so until after booking, during or on return from your holiday, will mean we cannot be held responsible for any dissatisfaction experienced. If you inform us after booking but before your departure date then any resulting cancellation will be treated as a normal cancellation and our cancellation procedure will be followed.
12. HEALTH MATTERS
We highly recommend that those with specific health concerns or problems check with their General Practitioner who can give the all-clear to travel. Please be advised that ticks can be found in the Baltic region, a small percentage of these carry the encephalitis virus. Those staying in rural areas should seek the appropriate advice.
13. FOREIGN TRAVEL ADVICE
We refer to the UK Foreign & Commonwealth Office website for up-to-date travel information to help British Travellers make informed decisions when travelling abroad, please visit their website www.fco.gov.uk/knowbeforeyougo for the latest advice. You are responsible for checking the foreign travel advice of your own government.
14. EXCURSIONS AND ACTIVITIES
We are only responsible for excursions and activities sold by us prior to departure and which form part of your holiday contract. Should you purchase excursions in resort, your contract and any liability arising from it will be with that supplier directly.
We regret that we are not in a position to offer you any assistance in the unlikely event of delay at your outward or homeward point of departure. The provision of meals or overnight accommodation is entirely at the discretion of the carrier.
16. NATURE HOLIDAYS
Please note that, unfortunately, we cannot guarantee or promise the sighting of any particular animal or bird in our nature holidays, or the appearance of the Northern Lights / Aurora Borealis. We will provide the right guide with expert knowledge who knows the environment, but Baltic Holidays cannot be held responsible if said animal/natural sight is not seen, even if the holiday is advertised as watching that particular animal, for example, 'Bear Watching' or 'Northern Lights hunting'.
We purchase your flights upon receipt of your deposit or balance payment that confirms your booking. It is your responsibility to inform us of any special requests prior to booking (specific seats, luggage etc). After they have been purchased, you are responsible for any costs incurred should you wish to change your flight details (date, time, passenger, extras, etc). Please note flight timings are subject to change by the airline. Should the airline change the time of your flight, you will be asked to accept the new time. Only if the change is drastically different from the original offer will the airline offer an alternate flight or a refund (the rules vary on the airline being used). Should you choose to not accept the schedule change, you are responsible for any costs incurred when booking a replacement flight or any indirect costs connected to this action. We are not responsible for the costs incurred due to airline schedule changes or cancellation.
When booking multi-destination flights (into one airport and out of a different airport), it is common practice for these to be booked as single one-way tickets - even when using the same airline. In particular, low-cost airlines do not allow the booking of multi-destination tickets. Each ticket has to be bought separately and should one of these flights be cancelled or the schedule changed, it has no bearing on the other flight. The airline will not refund the return flight even if the outbound flight is cancelled (and vice-versa) - it is treated as a separate booking. In this instance, we will do all we can to help resolve the issue but we are not responsible for any costs incurred due to airline schedule changes or cancellation. Some direct flights may have scheduled stops en route. Routing advised on request. Flight tickets are non-refundable and non-re-routable. The flights used are valid on the passenger, airline and dates shown only. Please contact Baltic Holidays immediately if any of your details are incorrect.
18. TRAVEL BY PUBLIC TRANSPORT
We request train and bus reservations in advance as per your confirmed itinerary. You are responsible for providing us with the correct personal information for your ticket reservation (name, date of birth, nationality, etc). Once purchased, any changes requested by you may incur charges as per section 4(A) of these Terms and Conditions. Although we do our best to follow the routes noted on the itinerary there might be occasions when a different routing and/or departure time is necessary due to timetable changes, engineering works or seat availability. Operational changes may be made by a rail supplier/operator at any point and without notice, and we cannot be responsible for these. We will do our utmost to communicate any changes to you and assist in finding a suitable solution. Your tickets for train/bus services are governed by the rules of the operator in charge. You are responsible for familiarising yourself with those rules and following them. It is your responsibility to arrive to the station in good time for your booked service.
This contract is governed by Lithuanian Law.
20. DATA PROTECTION POLICY
In order for us to process your booking we need to store and record your information, including data as supplied. We use such information for updating our mailing lists, for fraud prevention, market research and analysis and from time to time you may receive travel-related information from us. Should you not wish to receive such literature please inform us directly.