Consumer Rights

1. Right to Information

The consumer has the right to receive, prior to the conclusion of the contract, complete, accurate, and clear information regarding the travel services offered, including: the characteristics of the services, the total price, payment terms, cancellation conditions, the itinerary, as well as any applicable restrictions.

2. Modification of Contract Terms

If, before the start of the trip, the organizer is required to significantly modify the characteristics of the package or increase the price by more than 8%, the consumer has the right, within a reasonable period communicated to them:

• to accept the proposed changes;
• to terminate the contract without paying any penalties.

In the absence of a response within the indicated timeframe, the changes are considered accepted.
In the event of contract termination, the consumer may opt for an alternative package, if offered, of equivalent or higher quality.

3. Right to the Performance of Services in Accordance with the Contract

The travel services must be provided in accordance with the conditions set out in the contract. They are considered compliant if they:

• correspond to the agreed characteristics;
• provide the expected utility according to the nature of the package;
• meet the usual standards for similar services.

Any non-performance or significant delay constitutes a lack of conformity.

4. Rights in Case of Non-Conformity (Defects in Services)

In the event of non-conforming services, the consumer has the right to:

• request that the situation be remedied;
• benefit from alternative services of equivalent or higher quality, at no additional cost;
• remedy the issue themselves and request reimbursement of the necessary expenses;
• obtain a proportional price reduction;
• claim compensation for damages suffered;
• terminate the contract, where applicable.

If return transport cannot be ensured due to unavoidable and extraordinary circumstances, the organizer shall bear the accommodation costs (for a maximum of 3 nights, under equivalent conditions).

5. Termination of the Contract by the Consumer

The consumer may terminate the contract at any time before the start of the trip, subject to the payment of a cancellation fee, if such a fee is provided for in the contract.

In the absence of standard fees, the cancellation charge shall be calculated based on the organizer’s saved costs and alternative revenues.

The contract may be terminated without penalties in the event of unavoidable and extraordinary circumstances at the destination (e.g., force majeure situations) that significantly affect the trip.

In such cases, the consumer is entitled to a full refund of the amounts paid, without additional compensation.

6. Termination of the Contract by the Organizer

TravelOne may cancel the trip before it begins in the following situations:

• the minimum number of participants is not met (with prior notice of 20 days / 7 days / 48 hours, depending on the duration);
• unavoidable and extraordinary circumstances arise that prevent the performance of the contract.

In such cases, the consumer shall receive a full refund within a maximum of 14 days, without additional compensation.

7. Right to Assistance

During the trip, the consumer is entitled to assistance from TravelOne or its partners in resolving any issues that may arise.

8. Right to Protection of Economic Interests

The consumer is protected against unfair commercial practices and is entitled to services that comply with the contractual standards undertaken.

9. Right to Submit Complaints

The consumer may submit complaints regarding inadequate services, providing supporting documents (contract, fiscal receipt, etc.).

TravelOne shall review and resolve complaints within the legal timeframe, in a fair and transparent manner.

10. Dispute Resolution

If the consumer is not satisfied with the resolution of the complaint:

• they may address the competent consumer protection authorities;
• they may bring the matter before the competent courts, in accordance with the applicable legislation.

TravelOne conducts its activity in strict compliance with the legal provisions on consumer protection and undertakes to ensure transparency, fairness, and compliance in all contractual relationships.