- These conditions apply to customers reserving a place in group tour programs organized on set dates (Grand Tour of Poland, The Spirit of Poland etc.)
- Billing price is in Polish Zloty.
- Obligatory 30% prepayment on the date the reservation is made.
- Final balance 70% must be paid not later than 35 days before the tour start date. If you wish to avoid unfavourable currency rate changes, it’s possible to make a full payment on the date the reservation is made.
- For cancellations 45 or more days before the arrival we charge only a 50 EUR fee / person. Later cancellations: minimum 30% (dates explained below) fee. No refund for cancellations 9-0 days before the tour start.
- StayPoland may cancel in serious cases, not later than 40 days before start, but must return all monies or offer an alternative acceptable for the customer.
- The minimum number of participants is 12 and maximum 22. We organize only several tours per year and the likelihood that the minimum number is not met is very low. Even if the number of participants was small, we shall prefer to run the tour at a loss than to lose your trust. Only in the theoretical instance that the number of travellers was significantly below the official minimum, we may ask for a small price increase just to cover the shared operational costs. Still, in this case the customer has the choice to decline the price increase proposal and take part in the tour.
- When you provide us with your payment details, it means that you are accepting the relevant Tour Conditions.
We base our tour conditions on common sense. The tour conditions are meant to protect both the customer and us. However, in practice, the overriding principle is the total satisfaction of OUR CUSTOMER.
The complete Fixed-Date Escorted Tour Conditions are published below.
1. GENERAL PRINCIPLES:
Please read carefully the following Conditions that regulate the contract between the CUSTOMER ("you") and the STAYPOLAND Sp. z o.o. travel agency (“STAYPOLAND”, “we”, “us”) for all Fixed-date Escorted tours: The Spirit of Poland, Grand Tour of Poland or other programs, as published in our offer (“Tours”).
2. COMPANY DETAILS:
STAYPOLAND Sp. z o.o., Nowy Swiat 29/3, 00-029 Warszawa, VAT tax number: PL525-231-48-41. The company is entered into the register of entrepreneurs kept by the District Court for the Capital Cit y Warszawa, XII WG KRS; registry number 0000224662. National Business Registry Number (REGON): 015873080. Share capital: 82,250 PLN. Travel agency registry number in Mazowieckie Voivodship: 730. STAYPOLAND holds an obligatory travel agency insurance issued by AXA S.A..
3. MAKING A RESERVATION:
A deposit of at least 30% of the total Tour price is required to make a Tour reservation. STAYPOLAND sends a receipt of payment after receiving the deposit and the Tour Order Form filled in and signed by the CUSTOMER.
STAYPOLAND also requires a one-page copy of the CUSTOMER's passport including the CUSTOMER's photograph, first name, surname, and signature. The Tour Order Form and the copy of the CUSTOMER's passport must be delivered by fax, e-mail or similar media.
A Tour booking is only definite once STAYPOLAND has confirmed its acceptance in writing and issued a Confirmation Letter. This letter is issued maximum two working days after we receive the deposit amount. At this point a contract is concluded between STAYPOLAND and the CUSTOMER.
4. FINAL PAYMENT:
The balance of the total Tour price is due 35 days prior to the Tour starting. CUSTOMERS booking Tours at a short notice (i.e. less than 35 days) are required to make a full payment immediately.
Failure to make a full payment 35 days prior to the Tour departure may result in automatic cancellation of the reservation and forfeiture of the deposit.
5. TYPES OF PAYMENT:
We accept the following types of remittance to our Polish zloty or Euro bank account in Euros or Polish Zlotys or payment by credit card.
When a signed Tour Order Form is delivered to our office and the CUSTOMER selects Credit card payment, we promptly debit the CUSTOMER's credit card with the due amount. The billing currency is Polish zloty (PLN).
StayPoland Sp. z o.o., Nowy Swiat 29/3, 00-029 Warszawa
Raiffeisen Bank Polska S.A, ul. Piekna 20, 00-549 Warszawa, SWIFT code: RCBWPLPW
IBAN: add “PL” before either of the account numbers above.
We disclaim any responsibility for additional costs and fees connected with bank drafts. Bank transfer fees must be borne by the Sender (symbol: OUR).
If you prefer to pay into our EUR account, we will compute the final price according to the purchase rate (kurs kupna) of the National Bank of Poland + 2% exchange rate stabilization fee. This is necessary because our costs are in PLN. You can check the bank rates at www.nbp.pl/kursy/kursyC.html. This rate will also be printed on your invoice.
International bank transfers take 5-7 days, thus we recommend that you e-mail or fax the bank confirmation to our fax number +48-22-351 22 49.
6. PAYMENT CONFIRMATION:
STAYPOLAND is obliged to confirm to CUSTOMER all payments with a brief Receipt of Payment specifying the amount received or sent. This Receipt is usually sent along with the Confirmation Letter.
7. SHIPPING CHARGES:
STAYPOLAND confirmations and correspondence are handled by fax or e-mail. If any specific travel documents, vouchers or travel tickets must be sent by post or courier, we may ask the CUSTOMER to cover the shipping costs.
8. BILLING PRICE:
The rates are calculated in Polish Zloty (PLN) and Polish Zloty is the billing price. On our website, foreign currencies (EUR, USD, GBP, AUD, CAD) are also mentioned, but only for orientation purposes. All prices are quoted for a CUSTOMER sharing a double/twin room or staying in a single bedroom. Your bill and payment will always be processed in Polish zloty (PLN) with an orientation price in your preferred currency (EUR, USD, GBP, AUD, CAD).
The billing price confirmed to the customer in Polish zloty (the price published on www.staypoland.com and the price confirmed by STAYPOLAND must be the same) is guaranteed.
STAYPOLAND is not responsible for currency rate changes between the day when the first prepayment is made and the day when the full payment is made.
9. BOOKING AMENDMENTS:
There are no additional fees for changes made to reservations up to 31 days prior to the Tour starting. Changes made within 30 days of the Tour starting are subject to additional fees of up to the amount of the relevant cancellation penalty.
10. CANCELLATION MADE BY CLIENT:
All cancellations must be made in writing and sent (by e-mail, post or fax) to STAYPOLAND prior to the Tour departure during normal business hours (9:00 a.m. to 9:00 p.m. CET, Monday through Friday). If we receive a CUSTOMER's notification by e-mail, we may request a formal fax statement. Cancellations are subjected to the following penalties:
If you cancel 45 days or more before the tour departure, a full refund is made excluding a 50 EUR service fee per person.
If you cancel 44-30 days before the tour departure, the cancellation penalty is 30% of the total price of the tour per person.
If you cancel 29-15 days before the tour departure, the cancellation penalty is 50% of the total price of the tour per person.
If you cancel 14-10 days before the tour departure, the cancellation penalty is 70% of the total price of the tour per person.
If you cancel 9 days before the tour departure, the cancellation penalty is 100% of the total price of the tour. Once the tour has commenced, there will be no cancellations and refunds for the unused portion. CUSTOMERs cancelling their tour 45-0 days before the Tour departure date are entitled to a 10% discount on a future Tour.
We organize tours for small groups and our cancellation penalties are to ensure that the fixed-date Escorted tours do take place. In the case we find a last minute replacement after the CUSTOMER's cancellation, the CUSTOMER signs up for different Tour dates or we manage to recover our costs, we may significantly reduce the cancellation penalty.
11. CANCELLATION MADE BY STAYPOLAND:
If it becomes necessary to cancel a Tour prior to departure, STAYPOLAND will make every effort to provide similar alternative arrangements at the next available date at no additional cost, offer alternative fixed-date Escorted tours or a more private option of the tour at the lowest possible price. If this is not acceptable, a full refund of all monies received by STAYPOLAND in Polish zloty (PLN) will be made to the CUSTOMER. In the case of credit card payments, slight differences may occur as a result of differences in exchange rates. We shall strive to inform you about any cancellations and program changes with due notice (at least 40 days before the start). STAYPOLAND disclaims responsibility for any additional costs or fees related to such a Tour booking (e.g. non-refundable airplane tickets etc.).
12. PRICE CHANGES:
The price confirmed by our staff is guaranteed, but we must reserve a right to change the price in unforeseen circumstances (unpredictable increase of transport costs, considerable increase in taxes or external service fees, adverse changes in exchange rates, significantly lower number of participants than the minimum number). The likelihood of such instances is low. If this instance was to happen, we must inform (by e-mail, also by phone if possible) the Customer not later than 35 days before the Tour start date and transparently state the reasons why we are asking for a price increase. After we have sent this information, the Customer is allowed to cancel the reservation within no later than 3 days. If there is no reply within 3 days, it signifies the Customer’s agreement to these conditions. In the case we ask for a price increase because of significantly lower number of customers, the Customer may decline the price increase at any time and still take part in the scheduled tour.
13. NUMBER OF PARTICIPANTS:
Minimum: 12 persons – Maximum: 22 persons. If there is more than the maximum number of participants, the decisive factor for accepting the reservation is the time of receipt of the signed Tour Order Form followed by a prompt payment of the deposit to STAYPOLAND.
14. TRAVEL AND HEALTH INSURANCE:
Basic health insurance (limit EUR 10,000) and casualty insurance (limit EUR 7,000) is included in the Tour price. Travel cancellation and loss of luggage insurance is not included. We recommend that you take out additional insurance against withdrawal from the contract, accidents, and for more extensive medical treatment.
15. AIR TRANSPORTATION:
STAYPOLAND does not arrange for air transportation to and from Poland. We can assist you with selecting airfares to Poland that are most suitable when combined with land transportation arrangements.
16. LAND TRANSPORTATION:
All Fixed-Date Escorted Tours start and end in Warsaw. Our escorted tours are usually by minibuses or small coaches (16-27 seats). Seats cannot be booked but the Tour leader may make any decisions concerning their rotation during the trip.
Hotels reserved for our tours are rated as Comfort (*** in Polish hotel classification) or above (up to Deluxe *****). All hotel rooms provide en suite private bathroom (and/or shower) and toilet. We ensure that the hotels are very good, clean, comfortable and well located so as to facilitate sightseeing of the area.
18. SINGLE AND TRIPLE BEDROOMS:
Single and especially triple bedrooms are available on a limited basis. Single rooms require an extra charge – the full prices are indicated on our price list. Triples usually consist of a larger twin room with an additional bed (a single bed or occasionally folding bed/cot) for the third person. This bed may not be comfortable for an adult. The prices for Triple bedrooms are on request.
It is advisable that you inform us about any special dietary requirements in advance. Fill in the appropriate section in the Tour Order Form. Consult the Tour description on the website and the list of services in the Tour Voucher to learn which meals are included in the price.
Children aged 8 or more are charged the full adult rate for our Tours. Discounts are possible if triple rooms can be booked. Children aged 8-18 must be accompanied by an adult. Children under 8 are not permitted to take part in our Tours.
21. SMOKING POLICY:
Smoking is not allowed on the coaches. Frequent stops are made throughout the day, which provide an opportunity to smoke. Some hotels may have non-smoking rooms available upon request. However, we cannot guarantee that, should non-smoking rooms be requested, the CUSTOMER will in fact be accommodated in a non-smoking room.
22. PASSPORTS AND VISAS:
The CUSTOMER is responsible for, and must be in possession of a passport valid for six months after the conclusion of the Tour. Visas may be required for citizens of South Africa, China, Russia, Turkey and some other countries.
The allowance is two suitcases up to 30 kg (66lb) in weight. Luggage is transported at the owner's responsibility throughout the Tour. Hand baggage and small articles such as coats, umbrellas or cameras are entirely in the care of the CUSTOMER.
24. TOUR INCLUSIONS:
Tour inclusions are agreed with the CUSTOMER prior to issuing the contract. They are specifically given in each Tour description on our website. The tour usually includes all the travel as noted in the itinerary, the welcome meeting on your arrival in Poland, accommodation in comfortable hotels, meals as indicated (half board), tour materials, service of the tour leaders, driver and local guides, program and entrance fees as noted in the itinerary, porterage, taxes, tour insurance, and basic health insurance.
25. TOUR EXCLUSIONS:
Airfare, luggage and travel cancellation insurance, airport transfers, passport costs, visa and optional excursions are excluded. All items of personal nature (room service, beverages, telephone charges, laundry, special food requests, etc.) and meals not specified in the tour itinerary are not included and must be paid by the CUSTOMER. Tips for services are left at your discretion.
26. HOTEL OR ITINERARY VARIATIONS:
Changes in the itinerary may occur even though our tours are carefully planned. STAYPOLAND reserves the right to change any features of any tour as necessary, with or without notice. STAYPOLAND reserves the right to substitute comparable hotels or make itinerary changes as necessitated by circumstances beyond our control. We shall make efforts in good faith to substitute accommodation, meals or other features with replacement of comparable value for any item cancelled.
27. CUSTOMER'S RESPONSIBILITIES:
While embarking on their tour, the CUSTOMER consciously assumes all the risks involved in such a tour, whether expected or unexpected.
It is the responsibility of the CUSTOMER to present themselves when expected, to participate in the tour package, and to follow all the rules and instructions which have been designed to ensure the safety and enjoyment of all Tour participants.
Should a CUSTOMER's conduct become incompatible with the smooth operation of the Tour and adversely affect the safety and enjoyment of other CUSTOMERs, the CUSTOMER shall be excluded from the Tour and STAYPOLAND shall be under no liability to such a person.
The CUSTOMER is responsible for damage caused by themselves and persons in their care, and shall cover the damage where it occurs.
28. RESPONSIBILITIES OF STAYPOLAND:
It is the responsibility of STAYPOLAND to use its best efforts to provide the goods and services as set forth in this Website, brochure and descriptive literature.
We have taken all reasonable steps to ensure that the suppliers of all services provided are of an acceptable standard. We will also accept responsibility for any proven negligent acts or omissions of our employees and agents.
We cannot be held responsible for acts, errors, omissions of any third party not directly employed by, or under specific control of STAYPOLAND.
STAYPOLAND excludes in advance responsibility for delays, changes in schedule, losses, injuries caused by acts of God, or of governments, local laws, climatic conditions, fires, wars, whether declared or not, riots, theft, terrorist activities, social and labor unrest, theft, mechanical or construction failures and difficulties, diseases, epidemics, quarantine, medical or customs regulation or danger, incidents to sea, land and air travel, and other similar acts, incidents, omissions, and conditions beyond our ability to control (“Force Majeure”).
Cancellation of Tour or any services caused by the Customer‘s inability to arrive in Poland as a consequence of external circumstances (e.g. volcano eruptions, floods) does not release the Customer from paying the cancellation fee. However in the case when Customer cannot arrive because of Force Majeure (e.g. volcano eruption, floods) and the Customer’s liability does not cover local cancellation fees – we promise to minimize the cancellation costs imposed on you.
If as a result of Force Majeure the Customer cannot return to their home country on the planned end date of their stay, STAYPOLAND is responsible to help them to minimize the cost of their extended stay until the return journey.
STAYPOLAND shall strive to address promptly the causes of all well-found complaints, including by means of providing replacement services wherever possible.
Should a service included in our Tour cannot be delivered objectively to the Customer’s expectation, STAYPOLAND and the service supplier must be notified immediately so as to allow for the opportunity to remedy the situation.
All formal complaints must be submitted in writing (e-mail, fax or post) no later than 10 days after the end of the Tour. The customer is requested to report timely anything they were not satisfied with. Delayed complaints decrease our ability to deal with the problem and will thus exclude our responsibility.
STAYPOLAND will refund the difference between the contracted services and the replacement services, on the condition that the Customer does not receive replacement services of the same or higher value.
The CUSTOMER covers the costs of all replacement and extra services of a higher value if they are delivered at his/her request.
30. LEGAL BASIS:
The contract and all the matters arising therefrom are subject to the Polish law. The CUSTOMER agrees to the exclusive jurisdiction of the Polish courts residing in Warsaw, Poland. These Conditions regulating fixed-date Escorted tours are effective as from 30 December 2005. Last amendment: June 16, 2011.