Tailor made

Terms and conditions

1. Trip proposal
Our experts are here to work with you and propose the trip itinerary that we believe best fits your needs. The more information we have about what you prefer and the more feedback we have from you regarding our suggestions, the better the outcome. We are available to discuss in any way you prefer (chat, email, phone call, video call) in order to plan the best possible trip within your budget constraints.

We don’t ask for a fee during the planning process, not until you are 100% happy with your trip and have decided to proceed with booking. However, in case our expert feels the trip planning is stalling, going back and forth, or in any way consuming too much time which is disproportionate to the progress made, they may ask you for a planning fee, typically ranging from €200 to €450 depending in the complexity of the trip. This fee is part of the total trip cost and will count as a first down payment, it is not an additional fee.

Our proposals are based on our expertise and on current information, availabilities and rates at the time of the proposal. We will not make reservations until you have confirmed your intention to book the trip by paying a deposit. Therefore, in case a service (e.g., hotel room) we proposed is no longer available once you decide to book the trip, we will suggest an alternative of similar characteristics and may adjust the total price accordingly.

Our proposals include services with dynamic pricing, meaning that rates fluctuate based on season, demand and other factors (e.g., air tickets, hotel rooms, car rentals). For this reason, our price quotes are valid for 48 hours from the time of the proposal; after this time period, the trip may have to be re-quoted based on current rates.

2. Booking and confirmation
To book a trip you need to make a deposit payment of 20% of the total trip cost (or the mutually agreed amount in case it differs) and provide all information required for travel12 to
proceed with reservations (indicatively, but not limited to, full names, dates of birth and passport numbers of all travelers, mobile phone and email of lead traveler, special dietary or other requirements).

Once the payment has been completed, you will receive a payment receipt, confirming the booking of your trip as described in the trip plan travel12 has shared with you. Travel12 will proceed to all necessary arrangements and will keep you informed.

3. Payment and Cancellation policy
Payment can be made by credit card, paypal or wire transfer. In any case, the payment is considered complete once Travel12 receives confirmation by the respective financial institution.
The typical payment schedule required has as follows:

- Deposit (20%): required to book the trip. This deposit is partly refundable in case of cancellation {the exact amount depends on the specifics of your trip}
- Intermediate payment (up to 30%, upon agreement): Due 2 months before trip start
- Final payment (remaining amount in full): Due 21 days before the trip start {can be split into more installments; in any case, the final payment date must be at least 21 days before the trip start}

In the event have to cancel your trip, the following cancellation charges apply, based on the date we receive written notification of your cancellation request:

- Non-refundable amounts upon booking: Upon booking, the only non-refundable amounts are the planning fee and any third-party non-refundable deposits {please ask your local expert for details concerning your trip}
- For cancellations up until 2 months before the trip: Any amount paid on top of the above non-refundable amounts will be fully refunded
- For cancellations up until 21 days before the trip: 30% cancellation cost {i.e., up to 70% of the trip cost will be refunded if respective payments have been made}
- For cancellations less than 21 days before the trip: 100% cancellation cost (no refund)
- Changes without extra fees are possible up until 21 days before the trip (the client will only bear the cost of any additional/ upgraded services). In case of changes less than 21 days before the trip, extra fees may be charged {please make sure to ask your local expert}

Forced circumstances
In case you cannot travel as planned due to forced circumstances, such as the covid-19 pandemic, you may postpone your trip for up to 18 months (to be reconsidered should circumstances still prevent travel at the end of this period).
As long as travel12 has received a written postponement request at least 21 days before the
start of the trip, no cancellation or change fees will be charged. In this case, any amount already paid will fully count towards the new trip’s cost, and any remaining payments will be rescheduled based on the new dates.
The new trip will be subject to availability and rate differences, depending on the new dates selected by the client.

In the event that services included in the trip booked are not available because of the forced circumstances, no cancellation or change fees will be charged for these services, irrespective of the timing of the written postponement notice.
For postponement request received less than 21 days before the start of the trip (with the exception of non-availability as previously mentioned), cancellation or change fees may apply, depending on the policies applied by 3 rd party providers. In case you don’t accept the postponement offer and wish to cancel your trip, standard cancellation policy applies.

4. Service delivery
Travel12 has the obligation to organize the trip as per the trip plan and ensure that all included services are delivered as agreed.
Travel12 will provide you detailed information about all such services (e.g. exact pick-up locations and times, contact numbers) to facilitate your trip and will provide support regarding these services if needed.
In case that any agreed service is unavailable at the time of the trip (e.g. the service has ceased or the weather does not allow it), travel12 will propose equivalent or upgraded alternatives to the client if possible; should there be no such alternatives or should the client refuse to accept the alternatives, a partial refund corresponding to the cost of the unavailable service will be granted.
The clients have the obligation to be punctual as per the starting times or pick-up times agreed. In case of ‘no-show’ for scheduled experiences or guided tours, the service will not be provided while the client will bear full responsibility for the cancellation.

5. Privacy policy
Travel12 is operating in accordance with the EU regulation for personal data protection (GDPR - 2016/679).
We respect your privacy and will only use your personal data to make reservations for hotels, activities and local experiences, guided and expert led tours and visits, transfers, ferry or airplane tickets, meals and any other services required as part of the agreed itinerary.
As part of this process, we will share with our partners and associates only the required information for them to provide the agreed services in a safe and enjoyable manner.

We will not use your personal information for any marketing activity without your explicit consent and will not share your data with any 3 rd parties except the aforementioned partners and associates.
Travel12 will retain your personal data safely and encrypted, for as long as we deem it necessary to enable you to use our services and/or to comply with applicable laws, resolve disputes with any parties and otherwise as necessary to allow us to conduct our business, including to detect and prevent fraud or other illegal activities.

6. Passports, Visas, and other licenses
It is the responsibility of all travelers, regardless of nationality and destination, to check with the consulate of the country they are visiting for current entry requirements.
As Visa and health requirements are subject to change without notice, we recommend that you verify with the appropriate consulate prior to departure.
The same applies for international driver’s licenses or any other license applicable; Travel12 may advise if requested, but the responsibility lies with the client.

7. Travel Insurance
Clients are advised to obtain travel insurance coverage that fits their needs {not included in any proposal by travel12}.
Please make sure to read the insurance terms carefully or ask your insurance advisor. Travel12 will provide any documentation you may need to file a claim concerning services provided by travel12.