General Terms and Conditions for Participation in an Organised Trip

Based on Presidential Decree 339/1996, implementing Directive 90/314/EEC

Please read these General Terms and Conditions for Participation carefully. Participation in any cruise or trip organised by Navihellas EPE Cruise Centre automatically and unconditionally constitutes the traveller’s acceptance of these general terms and the terms of this travel contract. Cruise passengers are also subject to the general terms and conditions governing the carriage of passengers and their luggage.

These General Terms and Conditions form an integral part of the organised travel contract. Participation in any organised trip or cruise operated by Navihellas EPE Cruise Centre requires careful study of the relevant travel programme and constitutes the customer’s unconditional acceptance of the General Terms and Conditions as formulated by HATTA for its members.

The following General Terms and Conditions comply with Directive 90/314 and Presidential Decree 339/1996. They apply to participation in any organised, group or individual trip and/or cruise programme operated by our company in cooperation with other travel agencies, airlines, ferry or shipping companies, hotels and other suppliers.

An organised trip is considered to be the combination of at least two of the following: transport, accommodation and/or other tourist services that are not ancillary to transport or accommodation and represent a significant part of the organised trip, provided that the service lasts for more than 24 hours or includes at least one overnight stay and is sold or offered for sale at an inclusive price. A trip is also considered organised when the individual services forming part of the same organised trip are invoiced separately, provided that they are supplied during the same period and by the same provider. The individual sale of a transport ticket, accommodation or another tourist service is not considered an organised trip.

These General Terms and Conditions set out general information and the rights and obligations of both parties to an organised trip. For specific information concerning each individual trip—including destinations, prices, dates, departure and return times and other details—you should consult the relevant cruise or travel programme and price list.

These General Terms and Conditions govern the contractual relationship, obligations and liability of the customer and passenger, as well as those of Navihellas EPE Cruise Centre. They bind the parties regardless of whether they have been read or not.

1. Organiser or Company (Travel Agency)

We are the company operating under the corporate name “NAVIHELLAS EPE CRUISE CENTRE EPE”, with the distinctive title “NAVIHELLAS CRUISE CENTRE”, based in Piraeus at 83 Iroon Polytechniou Avenue, 185 36 Piraeus, Greece, holding Greek National Tourism Organisation special licence number ΜΗΤΕ 0207Ε61000091200.

We are a member of the Association of Greek Tourism and Travel Agencies (HATTA), member number 2073. We organise cruises and trips, which we sell or make available for sale either ourselves or through another travel agency acting as seller. Hereinafter, we are referred to as “the Organiser” or “the Company”.

2. Definitions

• “Company” means Navihellas EPE Cruise Centre.
• “Customer” or “Passenger” means you: the natural person travelling for yourself and/or your family and/or the group you represent and financially cover. It means the traveller or participant in the cruise and includes every person, including children.
• “Trip” means an organised trip or cruise comprising more than two services and lasting more than 24 hours or including at least one overnight stay.
• “Luggage” means any item, such as a bag or suitcase, carried by the customer or passenger during their journeys.
• “Price” means the individual or total value of the trip or cruise, as stated in a price list or proposed to customers or passengers by the Company in writing or orally.
• “Carrier” means the person or transport company—coach, airline, ferry or shipping company, cruise ship owner or other carrier—with which a contract of carriage, namely a ticket, has been concluded.
• “Air Carrier” means a national or international airline, as well as a charter company or chartered air transport provider.
• “Contract of Carriage” means the ticket or document entitled “Passenger and Luggage Transport Ticket”, or the electronic ticket, including any document incorporated into it directly, by reference or considered to be a necessary annex to it.

3. Contract for Participation in an Organised Trip

Participation in a “Trip” requires a contract to be signed between our travel agency and the “Passenger” or “Customer”. You must receive a copy of this contract. These General Terms and Conditions form an integral part of it.

Participation in an organised trip automatically means that you fully accept these terms and the contract on your own behalf, on behalf of your family or on behalf of the group—large or small—that you represent, including persons with disabilities and children or minors.

4. General Information

The information and details contained in these General Terms and Conditions were checked by our Company for validity and accuracy when this document was prepared. They are general in nature and apply unless otherwise stated in the programme of the relevant trip.

Printed programmes apply for the period stated in the applicable price list and must be read together with that price list. Any changes, corrections and information concerning the trips stated in the price list are binding on all customers.

The final arrangements for the trip, the services and the price are set out in the organised travel contract signed and accepted by both parties—the Company and the Customer.

Any special wishes, needs or requirements concerning the cruise or trip must be expressly included in the contract, provided that they have been agreed and can be fulfilled.

Information and details in travel programmes may change because of frequent and extraordinary changes in worldwide conditions, particularly in transport and international relations. In such cases, you will be notified immediately by the most appropriate means. For this reason, the Company must have all your contact details—telephone numbers, fax and email address—so that it can contact you at any time.

5. Registration and Participation in Organised Trips

You may register for one of our trips if you are over 18 years of age or accompanied by an adult, provided that places are available and subject to the price and other charges applicable at the time.

Registrations and bookings may be made by visiting the offices or branches of the Organiser or seller, at the offices of our partners, by post, fax, telephone or through the website. To reserve a place on a specific trip, you must:

• pay the applicable deposit or the full amount, in cash or by bank transfer to the travel agency; and
• unconditionally accept and comply with these Terms and Conditions.

A registration is valid if the deposit receipt identifies the specific trip, including its departure and return dates and any other identifying details.

The right to participate in the trip is secured by payment in full of the total price and applicable charges within 30 days before departure, or in accordance with the terms of the relevant cruise ship company where the booking concerns a cruise. If the booking is made more than 30 days before departure, full payment must be made when registering for the trip or cruise.

Failure to pay the total trip price within the required period gives the travel agency the right to cancel the booking and, where applicable, claim cancellation fees in accordance with the cancellation terms set out in section 11 of this document.

Special cruise offers sold on more favourable terms than those stated in an advertising brochure or on a website, offered for a limited period and subject to availability, apply only to new bookings made after the special price or offer has been announced.

The contracting party representing a family or group must inform all represented travelling companions of the details and terms of the trip. Participants booking through a third party have the same obligations as the representative who registered them for the cruise or trip. The Company will make all relevant information available to them upon request.

The Company reserves the right to offer supplementary or alternative participation terms in special contracts, particularly for group trips, conferences or incentive travel. Any additional special terms agreed in the contract will apply in addition to these Terms and Conditions.

Purchase of a cruise ticket or any other travel ticket automatically constitutes the customers’ acceptance of the participation terms of the Carrier and the relevant cruise ship company, as stated on their websites and in their printed and/or electronic documents.

Registration applications begin immediately after the cruise or trip is announced. If you are interested in a cruise or trip and wish to secure your participation, we recommend that you register early.

6. Trip Prices and Additional Charges

The price is stated in our applicable price list or in the Company’s written or oral proposal. These documents also specify the other mandatory charges, such as duties and taxes, airport taxes, fuel surcharges, gratuities and visas.

Cruise and trip prices are calculated on the date on which the price list is issued, with that date stated in the price list. The calculation is based on the cost of the services included in each trip, applicable fares, taxes and other expenses or insurance costs, foreign-exchange rates against the euro and every other cost factor.

After exhausting every possibility of forecasting such changes, the Company reserves the right to adjust prices when the above cost factors change. The cruise or trip price may increase before the relevant departure date because of unforeseen increases in fares, exchange rates, fuel surcharges and similar costs.

The prices stated in price lists are calculated using specific data, including exchange rates applicable on the dates on which the programme was organised and the specific cost of the trip, including transport, airfares and accommodation. Prices may be changed or increased because of:

• an increase in airfares;
• the imposition of a fuel surcharge;
• an insufficient or small number of participants;
• an increase in exchange rates against the euro; and
• other relevant factors.

The price lists state in detail which services are included and/or excluded. Usually, programme prices do not include airport taxes, port charges for cruises, special entry permit expenses or visas, or personal expenses such as drinks, optional excursions and gratuities.

Gratuities on Cruise Ships

Most cruise ships charge gratuities for the ship’s staff. Depending on the cruise company, gratuities may be included in the cruise price or charged separately.

Depending on the company, gratuities may have to be prepaid together with the cruise or may be paid on board the cruise ship.

• Celestyal Cruises: Gratuities are included in the cruise prices and there is no additional charge.
• MSC Cruises: €12 per person per day / €15 per person per day for cruises in the Caribbean.
• Norwegian Cruise Line: €18 per person per day for inside, outside, outside-with-private-balcony cabins and mini-suites; €23 per person per day for Suites and Haven Suites.
• Princess Cruises: €15 per person per day for inside, outside and outside-with-private-balcony cabins; €17 per person per day for Suites.
• Holland America Line: €15 per person per day.
• PO Cruises: Gratuities are optional.
• Cunard: €13 per person per day.

If the price increases substantially for the above reasons, the customer may cancel participation and receive a refund of the money paid, or be offered another trip of equal or higher value. If the alternative trip is of lower value, the difference will be refunded.

The customer must notify the Company in writing of their decision within a reasonable period, which may under no circumstances exceed five days from the time the price increase is communicated. If the customer does not respond in writing within this deadline, the Company must cancel the customer’s participation and refund all money paid, without any other obligation.

Additional charges usually concern third-party costs, such as airport and port taxes, fuel surcharges and exchange-rate differences.

As a rule, organised trip prices apply per person and cover only the services listed under “included services”.

The trip price may also be reduced to attract additional participants necessary for the trip to take place. The Company reserves the right to issue special offer prices that apply only to new bookings. These offers do not entitle customers who have already booked to demand a corresponding discount or price reduction, or to cancel their participation without paying the applicable cancellation fees.

Similarly, if the final prepaid places purchased by the Company are offered at a discount in order to ensure that a trip takes place, other customers are not entitled to demand a corresponding discount or cancel their participation without paying the applicable cancellation fees.

The Company also has the right, for a specific period or for a limited number of places, to sell places at more favourable prices subject to special cancellation terms.

Child charges for children aged 2–12 or 2–16, and only when two adults are paying for the same room or cabin, vary depending on the offer. They may range from free accommodation without meals in hotels and ships to a small discount.

Child charges and special offers vary in each case. They may involve free accommodation or a discounted rate, provided that the child stays in a hotel room or cruise ship cabin with at least two adults. On charters, all passengers, including children, pay the normal ticket price.

If you choose a triple room or triple cabin, you should be aware that the third person in a triple room receives a small discount or no discount at all. The exact price differences are stated in the applicable price list.

7. Company Obligations and Liability

The Company is obliged to coordinate and operate the cruises and trips it offers to customers in the best possible manner.

Having exhausted every possibility of anticipation and care, the Company is not liable for incorrect actions or omissions by third parties unrelated to the provision of services or by their partners, nor for extraordinary circumstances such as cancellations, delays or route changes affecting aircraft, ships, coaches, trains or other means of transport because of the exclusion or “embargo” of areas due to terrorist acts, strikes, force majeure or other causes.

Because minor or major delays may occur for technical, weather-related or other reasons, customers should not schedule visits or attendance at events on flight days or, generally, on days when they are travelling from one destination to another. If a scheduled tour is affected by a delay, it will be moved to subsequent days. If this is not possible, its cost will be refunded.

The Company cannot predict or control circumstances outside its sphere of influence that may result in the cancellation of a trip or losses caused by the non-performance or improper performance of agreed travel services. Examples include strikes, accidents, illness, epidemics, physical disorders caused by local conditions, altitude or climate, meals not included in the travel programme, inadequate hygiene conditions caused by external factors, injuries or hardship caused by war, coups, terrorist acts, hijacking, earthquakes, weather conditions, fires, epidemics, toxic contamination and any other emergency or force majeure situation.

In these cases, the Company is not liable to compensate for any loss caused by such circumstances. Nevertheless, it will make every effort to support and assist customers in every possible way. This does not establish any liability or obligation for the agency to cover related extraordinary expenses, which must be paid by the customers themselves, as in cases of force majeure.

If, after the customer’s departure, the Company is unable, for reasons of force majeure as described above, to provide a significant part of the services agreed in the contract, it must make suitable arrangements to allow the trip to continue without interruption. If such arrangements are not possible, the Company is responsible for returning the customer to the departure point or to any other agreed return point.

Complaints During and After the Trip

Reasonable complaints arising during the trip must be reported immediately and at the location where the problem occurs to the tour escort or, if there is no escort, to the Company and the provider of the specific service, in writing. The escort will record their observations about the matter on the same form.

If the problem cannot be resolved on the spot, you must submit any relevant complaint to the Company in writing within five working days after returning from the trip, together with any documents or other evidence supporting it. After the five-day period has elapsed, the Company has no obligation to respond to any claim.

Minimum Number of Participants

In some cases, a minimum number of participants may be required for an organised trip to be financially viable. This number will be stated in the special programme brochure for the relevant trip.

If the minimum number is not reached, the Company reserves the right to cancel the trip. It must notify the consumers who registered for it in writing and within the deadlines stated in the description of the organised trip, and refund the money paid up to the time of cancellation for participation in that programme.

All group trips operated by the Company are priced on the basis of a specific number of adult participants, usually at least 16 people, unless the programme of the relevant trip or cruise states otherwise. The Company reserves the right to cancel the trip if this number is not reached.

In the event of cancellation, the Company must notify the customer at least 14–21 days before departure and propose any alternative travel solutions. If no alternative solution is found, the Company will refund the amount paid, without any further obligation to the customer.

Optional Services

Services not mentioned in the organised travel programme or described as optional are either not provided by the Company or are available at an additional charge beyond the stated prices, provided that their implementation ultimately becomes possible.

Optional services such as local excursions, evening events and museum admissions are not compulsory for either the Organiser or the Customer. They take place only if a minimum number of participants is reached and after the total amount has been prepaid.

Our Company is not liable for optional services that are not operated by it.

8. Passenger and Customer Obligations and Liability

Customers participating in the Company’s travel and cruise programmes may not modify their trip or change hotels while the trip is in progress. If they refuse to participate or interrupt the trip for any reason, the Company will not refund the amounts paid. Any expenses arising from interruption of the trip, such as return tickets, are borne exclusively by the customer.

Customers are solely responsible for their personal travel documents, including passports, identity cards, certificates and visas, as well as for the accuracy of their declarations to Greek or foreign currency, police, port or customs authorities.

Because an organised trip usually includes other people, participation requires appropriate social conduct and consideration towards fellow travellers and those involved in delivering the trip. Passengers and customers must fully comply with the travel programme and the instructions of escorts or guides, and arrive on time at meeting points for the various programme services, including flights, transport, tours, excursions and meals.

A passenger’s or customer’s delay or failure to keep to the schedule, resulting in the loss of a cruise, flight, excursion, transfer or other service, does not entitle them to a refund for the missed service. In such a case, the passenger or customer must reconnect with the group at their own responsibility and expense. The Company will make every possible effort to assist them.

You must be at airports and ports at least two (2) hours before departure. If no tour leader or escort is provided, you must confirm your subsequent flights directly with the airline and verify the departure airport, station or terminal and departure time.

Customers from other regions should arrive much earlier—preferably on the previous day—at the departure point of the trip, so that they are not affected by possible delays or strikes affecting local transport. Missing the transport forming part of the organised trip because of such a delay may result in the loss of the entire trip if reconnecting with the rest of the group is not possible, without any right to a refund.

Customers must comply with the programme and the instructions of the tour leader, escort or local representative and must strictly observe the programme times. When participating in a cruise, they must arrive earlier in accordance with the programme. A ship’s departure cannot be delayed because a passenger has not returned on time. Strict compliance with this rule is therefore essential to avoid the risk of being left in a foreign destination without travel documents.

In the event of failure to comply, the customers themselves must pay the costs of reconnecting with the group, while the Company will make every possible effort to provide organisational assistance.

Customers are responsible for the actions of the children and minor passengers accompanying them and must supervise them continuously throughout the trip for their safety and conduct.

If a customer decides to interrupt the trip and leave the group, even for reasons of force majeure, they are not entitled to any further service or compensation. Responsibility for and the costs of any movement outside the group are borne by the customer.

Health, Fitness and Special Assistance

The passenger or customer confirms to the Company that they are physically fit to travel. If their health affects their ability to travel, they must provide a doctor’s certificate before booking.

Local authorities or the Carrier may distribute a Public Health Questionnaire. The customer must provide accurate information about any symptoms of illness. Airlines and other Carriers retain the right, at their discretion, to refuse boarding to any passenger whom they believe shows symptoms of a viral or bacterial illness, whom they consider unfit to travel or whose health they consider to be at risk. These matters are governed by the Carrier’s Conditions of Carriage.

The customer or passenger must inform the Company before booking of any care or special assistance they will require. Failure to do so may result in refusal of boarding. The Company will do everything possible to facilitate and meet the needs of its customers and passengers.

Similarly, the Company is not liable for organised travel services that were not provided because of the customer’s own negligence or responsibility or because of the customer’s illness.

Before leaving your hotel or accommodation, you must arrange in good time for the settlement of any personal bills, including telephone calls, drinks and similar expenses.

Customers and passengers are responsible for requesting in advance any special diet required for health reasons. A special diet will be provided only if requested in advance.

When children participate in the Company’s travel or cruise programmes, accompanying parents, friends or relatives are responsible for their safety and must ensure that the children behave in accordance with basic safety rules.

Assignment of a Booking

If a passenger or customer is unable to participate in the organised trip for which they have reserved a place, they may assign their booking to another person who meets the participation requirements for that particular trip. The assignment must take place no later than five working days before departure. For sea transport, the deadline is ten working days before departure.

If any balance remains due or additional costs arise from the assignment—for example, because the new customer is of a different gender or because the applicable transport company charges a name-change fee—the assignor and the assignee are jointly and severally liable to our Company for payment.

In particular, with scheduled airlines, changing the passenger’s name is not possible. The existing booking must be cancelled and a new place booked. The Company will make every effort to find a new place but accepts no liability if this is not possible. The resulting mandatory cancellation of the booking will be handled in accordance with the cancellation terms set out herein.

Purchase of a cruise ticket or any other travel ticket automatically constitutes the customers’ acceptance of the participation terms of the Carrier and the relevant cruise ship company, as stated on their websites and in their printed and/or electronic documents.

Complaints Concerning Services

Complaints about services considered unsatisfactory must be made at the time the problem occurs, either directly to the tour leader or escort or, in the case of a cruise, to the responsible ship personnel. In every case, the Company must be informed.

Complaints made afterwards are not helpful and cannot be satisfied. If a complaint is made after the trip or cruise, the Company’s intervention will be purely mediatory between the customer and the transport, airline, hotel or cruise ship company, where applicable.

Complaints or protests that were not expressed during the trip or cruise cannot be accepted and are contrary to the participation terms. Any complaint made after returning from the trip or cruise must be submitted in writing to the Company within five working days of the customer’s return. In every case, the Company will reply in writing to every letter it receives.

9. Hotels and Accommodation, Ships and Cruise Ships, and Other Means of Transport

All information concerning the categorisation or rating of hotels and accommodation listed in the programmes of our organised trips complies with the legislation applicable in each country for the tourist classification of hotels and accommodation. This classification may differ from one country to another.

You should be aware that there is no single international hotel classification system. The selection of the hotels and accommodation…