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BALTICFERRIES Conditions générales et particulières de vente

Conditions générales des articles R211-5 à R211-13 du Code du Tourisme
Article R211-5 - Sous réserve des exclusions prévues au deuxième alinéa (a et b) de l'article 14 de la loi du 13 juillet 1992 susvisée, toute offre et toute vente de prestations de voyages ou de séjours donnent lieu à la remise de documents appropriés qui répondent aux règles définies par le présent titre. En cas de vente de titres de transport aérien ou de titres de transport sur ligne régulière non accompagnée de prestations liées à ces transports, le vendeur délivre à l'acheteur un ou plusieurs billets de passage pour la totalité du voyage émis par le transporteur ou sous sa responsabilité.
Article R211-6 - Préalablement à la conclusion du contrat et sur la base d'un support écrit, portant sa raison sociale, son adresse et l'identification de son autorisation administrative d'exercice, le vendeur doit communiquer au consommateur les informations sur les prix, les dates et les autres éléments constitutifs des prestations fournies à l'occasion du voyage ou du séjour tels que :
1. la destination, les moyens, les caractéristiques et les catégories de transport utilisés
2. le mode d'hébergement, sa situation, son niveau de confort et ses principales caractéristiques, son homologation et son classement touristique correspondant à la réglementation ou aux usages du pays d'accueil
3. les repas fournis
4. la description de l'itinéraire lorsqu'il s'agit d'un circuit
5. les formalités administratives et sanitaires à accomplir en cas, notamment, de franchissement des frontières ainsi que leurs délais d'accomplissement
6. les visites, excursions et les autres services inclus dans le forfait ou éventuellement disponibles moyennant un supplément de prix
7. la taille minimale ou maximale du groupe permettant la réalisation du voyage ou du séjour ainsi que, si la réalisation du voyage ou du séjour est subordonnée à un nombre minimal de participants, la date limite d'information du consommateur en cas d'annulation du voyage ou du séjour ; cette date ne peut être fixée à moins de vingt et un jours avant le départ
8. le montant ou le pourcentage du prix à verser à titre d'acompte à la conclusion du contrat ainsi que le calendrier de paiement du solde
9. les modalités de révision des prix telles que prévues par le contrat en application de l'article R211-10
10. les conditions d'annulation de nature contractuelle ;
11. les conditions d'annulations définies aux articles R211-11, R211-12 et R211-13 ci-après
12. les précisions concernant les risques couverts et le montant des garanties souscrites au titre du contrat d'assurance couvrant les conséquences de la responsabilité civile professionnelle des agences de voyages et de la responsabilité civile des associations et organismes sans but lucratif et des organismes locaux de tourisme ;
13. l'information concernant la souscription facultative d'un contrat d'assurance couvrant les conséquences de certains cas d'annulation ou d'un contrat d'assistance couvrant certains risques particuliers, notamment les frais de rapatriement en cas d'accident ou de maladie.
Article R211-7 - L'information préalable faite au consommateur engage le vendeur, à moins que dans celle-ci le vendeur ne se soit réservé expressément le droit d'en modifier certains éléments. Le vendeur doit, dans ce cas, indiquer clairement dans quelle mesure cette modification peut intervenir et sur quels éléments. En tout état de cause, les modifications apportées à l'information préalable doivent être communiquées par écrit au consommateur avant la conclusion du contrat. Modifications : 27,- € par réservation.
Article R211-8 - Le contrat conclu entre le vendeur et l'acheteur doit être écrit. Il doit comporter les clauses suivantes :
1. le nom et l'adresse du vendeur, et de son assureur ainsi que le nom et l'adresse de l'organisateur
2. la destination ou les destinations du voyage et, en cas de séjour fractionné les différentes périodes et leurs dates
3. les moyens, les caractéristiques et les catégories des transports utilisés, les dates, heures et lieux de départ et de retour
4. le mode d'hébergement, sa situation, son niveau de confort et ses principales caractéristiques, son classement touristique en vertu des réglementations ou des usages du pays d'accueil
5. le nombre de repas fournis
6. l'itinéraire lorsqu'il s'agit d'un circuit
7. les visites, les excursions ou autres services inclus dans le prix total du voyage ou du séjour
8. le prix total des prestations facturées ainsi que l'indication de toute révision éventuelle de cette facturation en vertu des dispositions de l'article R211-10 ci-après
9. l'indication, s'il y a lieu, des redevances ou taxes afférentes à certains services telles que taxes d'atterrissage, de débarquement ou d'embarquement dans les ports et aéroports, taxes de séjour lorsqu'elles ne sont pas incluses dans le prix de la ou des prestations fournies
10. le calendrier et les modalités de paiement du prix. En tout état de cause, le dernier versement effectué par l'acheteur ne peut être inférieur à 30% du prix du voyage ou du séjour et doit être effectué au plus tard lors de la remise des documents permettant de réaliser le voyage ou le séjour
11. les conditions particulières demandées par l'acheteur et acceptées par le vendeur :
- plus que 42 jours avant le départ: l’acompte versé
- entre 42 et 28 jours : 35% du prix total du voyage
- entre 28 et 21 jours : 40% du prix total du voyage
- entre 21 et 14 jours : 50% du prix total du voyage
- entre 14 et 5 jours : 75% du prix total du voyage
- moins de 5 jours : 90% du prix total du voyage
- le jour de départ : 100% du prix total du voyage

12. les modalités selon lesquelles l'acheteur peut saisir le vendeur d'une réclamation pour inexécution ou mauvaise exécution du contrat, réclamation qui doit être adressée dans les meilleurs délais, par lettre recommandée avec accusé de réception au vendeur, et signalée par écrit, éventuellement, à l'organisateur du voyage et au prestataire de services concerné
13. la date limite d'information de l'acheteur en cas d'annulation du voyage ou du séjour par le vendeur dans le cas où la réalisation du voyage ou du séjour est liée à un nombre minimal de participants, conformément aux dispositions du 7° de l'article R211-6 ci-dessus
14. les conditions d'annulation de nature contractuelle
15. les conditions d'annulation prévues aux articles R211-11, R211-12 et R211-13 ci-dessous
16. les précisions concernant les risques couverts et le montant des garanties souscrites au titre du contrat d'assurance couvrant les conséquences de la responsabilité civile professionnelle du vendeur
17. les indications concernant le contrat d'assurance couvrant les conséquences de certains cas d'annulation souscrit par l'acheteur (numéro de police et nom de l'assureur), ainsi que celles concernant le contrat d'assistance couvrant certains risques particuliers, notamment les frais de rapatriement en cas d'accident ou de maladie ; dans ce cas, le vendeur doit remettre à l'acheteur un document précisant au minimum les risques couverts et les risques exclus
18. la date limite d'information du vendeur en cas de cession du contrat par l'acheteur
19. l'engagement de fournir, par écrit, à l'acheteur, au moins dix jours avant la date prévue pour son départ, les informations suivantes :
a) Le nom, l'adresse et le numéro de téléphone de la représentation locale du vendeur ou à défaut, les noms, adresses et numéros de téléphone des organismes locaux susceptibles d'aider le consommateur en cas de difficulté, ou, à défaut, le numéro d'appel permettant d'établir de toute urgence un contact avec le vendeur
b) Pour les voyages et séjours de mineurs à l'étranger, un numéro de téléphone et une adresse permettant d'établir de toute urgence un contact direct avec l'enfant ou le responsable sur place de son séjour
Article R211-9 - L'acheteur peut céder son contrat à un cessionnaire qui remplit les mêmes conditions que lui pour effectuer le voyage ou le séjour, tant que ce contrat n'a produit aucun effet. Sauf stipulation plus favorable au cédant, celui-ci est tenu d'informer le vendeur de sa décision par lettre recommandée avec accusé de réception au plus tard sept jours avant le début du voyage. Lorsqu'il s'agit d'une croisière, ce délai est porté à quinze jours. Cette cession n'est soumise, en aucun cas, à une autorisation préalable du vendeur.
Article R211-10 - Lorsque le contrat comporte une possibilité expresse de révision du prix, dans les limites prévues à l'article L.211-13, il doit mentionner les modalités précises de calcul, tant à la hausse qu'à la baisse, des variations des prix, et notamment le montant des frais de transport et taxes y afférentes, la ou les devises qui peuvent avoir une incidence sur le prix du voyage ou du séjour, la part du prix à laquelle s'applique la variation, le cours de la ou des devises retenu comme référence lors de l'établissement du prix figurant au contrat.
Article R211-11 - Lorsque, avant le départ de l'acheteur, le vendeur se trouve contraint d'apporter une modification à l'un des éléments essentiels du contrat tel qu'une hausse significative du prix, l'acheteur peut, sans préjuger des recours en réparation pour dommages éventuellement subis, et après en avoir été informé par le vendeur:
* soit résilier son contrat et obtenir sans pénalité le remboursement immédiat des sommes versées
* soit accepter la modification ou le voyage de substitution proposé par le vendeur ; un avenant au contrat précisant les modifications apportées; toute diminution de prix vient en déduction des sommes restant éventuellement dues par l'acheteur et, si le paiement déjà effectué par ce dernier excède le prix de la prestation modifiée, le trop-perçu doit lui être restitué avant la date de son départ.
Article R211-12 - Dans le cas prévu à l'article L.211-15, lorsque, avant le départ de l'acheteur, le vendeur annule le voyage ou le séjour, il doit informer l'acheteur, sans préjuger des recours en réparation des dommages éventuellement subis, obtient auprès du vendeur le remboursement immédiat, et sans pénalité des sommes versées. Les dispositions du présent article ne font en aucun cas obstacle à la conclusion d'un accord amiable ayant pour objet l'acceptation, par l'acheteur, d'un voyage ou séjour de substitution proposé par le vendeur.
Article R211-13 - Lorsque, après le départ de l'acheteur, le vendeur se trouve dans l'impossibilité de fournir une part prépondérante des services prévus au contrat représentant un pourcentage non négligeable du prix honoré par l'acheteur, le vendeur doit immédiatement prendre les dispositions suivantes sans préjuger des recours en réparation pour dommages éventuellement subis :
* Soit proposer des prestations en remplacement des prestations prévues en supportant éventuellement tout supplément de prix et, si les prestations acceptées par l'acheteur sont de qualité inférieure, le vendeur doit lui rembourser, dès son retour, la différence de prix.
* Soit, s'il ne peut proposer aucune prestation de remplacement ou si celles-ci sont refusées par l'acheteur pour des motifs valables, fournir à l'acheteur, sans supplément de prix, des titres de transport pour assurer son retour dans des conditions pouvant être jugées équivalentes vers le lieu de départ ou vers un autre lieu accepté par les deux parties.

Nous ne pouvons être tenu responsables du défaut d'enregistrement des clients au lieu de départ du voyage, occasionné par un retard de pré-acheminement aérien, ferroviaire ou terrestre non organisé par nos soins, même si ce retard résulte d'un cas de force majeure ou du fait d'un tiers. La société BALTIC FERRIES ne peut être tenue pour responsable : - lorsque les participants ne se présentent pas aux heures et lieux mentionnés sur leur convocation ; - lorsque les participants présentent des documents d'identification ou documents sanitaires périmés ou non valables pour le voyage réservé ; - lorsque d'un refus de délivrance par les autorités compétentes des documents nécessaires à l'entrée du pays. Nos informations sur les formalités sont valables pour les ressortissants des pays de la Communauté Européenne. Les clients des autres nationalités sont obligés de s'informer par eux-mêmes sur les formalités exigées pour leur voyage. - dans le cas de force majeure : « un événement qui est imprévisible et en dehors de la volonté des parties sera considéré comme constitutif d'un cas de force majeure ». Le principe de la force majeure est prévu par l'article 1148 du Code civil.

Toute inscription nécessite la connaissance et l'acceptation des conditions de vente générales et particulières des organisateurs de voyage.

Article 1           Introductory provision
Article 2           Creation and content of contract
Article 3           Payment
Article 4           Travel sum
Article 5           Information
Article 6           Travel documents
Article 7           Changes instigated by the traveller
Article 8           Substitution
Article 9           Cancellation by the traveller
Article 10         Cancellation by the travel organiser
Article 11         Changes instigated by the travel organiser
Article 12         Liability and force majeure
Article 13         Aid and assistance
Article 14         Exclusion and limitation of travel organiser’s liability
Article 15         The traveller’s obligations
Article 16         Interest and collection costs
Article 17         Complaints
Article 18         Disputes

Introductory provision
1.         In these Travel Terms and Conditions:
Travel organiser means: the party whose business consists of providing the public or a group of people with pre-arranged travel packages in its own name.
Travel Contract means: the contract where the travel organiser undertakes vis-à-vis the other party to provide a pre-arranged travel package offered by it, comprising an overnight stay or a period of more than 24 hours as well as at least two of the following services:
                                         a.   transport;
                                         b.   accommodation;
 c.   another tourist service, not related to transport or accommodation, which forms a significant part of the travel package.
Self-transport packages means:travel packages in which travellers reserve holiday accommodation but make their own travel arrangements.
Traveller means:a.   the other party entering into the contract with the travel organiser, or

1. the party on whose behalf the travel package has been arranged and who has accepted that arrangement, or
2. the party to whom the legal relationship with the travel organiser has been transferred in accordance with article 8 of these terms and conditions.

Booking office means:the company that assists with the arrangement of the travel contract between the traveller and the travel organiser.
Working days means: Mondays to Saturdays, with the exception of recognised public holidays.
Office hours means: Mondays to Fridays inclusive from 9am - 5.30pm and Saturdays from 10am to 4pm, with the exception of recognised public holidays.
2.         These travel terms and conditions apply to all travel contracts as well as contracts relating to self-transport and shuttle coach services. The travel organiser can also stipulate that these travel terms and conditions apply equally to contracts relating to other travel services, provided this is stated in the publication.
3.         Prices stated in these terms and conditions include VAT (where applicable).
4.         Organisers of cruises, scheduled flight holidays, tours, adventure holidays and travel outside Europe and the Mediterranean countries may diverge from the provisions in article 3 paragraph 1 and article 9 paragraph 2. They must clearly inform the traveller of any such divergent provisions in advance.

Creation and content of contract
1.  a.    The contract is created upon the traveller’s acceptance of the travel organiser’s offer. Acceptance can be arranged either directly or through the services of a booking office. After the creation of the contract, the traveller receives confirmation as soon as possible, either on paper or electronically, optionally in the form of an invoice.
b.    In the case of bookings made via Internet, the travel organiser designs the booking process such that, before acceptance, the traveller is informed that he is entering into a contract. By confirming the booking by the travel organiser, the traveller is committed to this contract.
2.         The offer of the travel organiser is made without obligation and can be withdrawn by the travel organiser if necessary. Withdrawal in order to correct errors in the calculation of the travel sum, or other errors, is permitted. This must take place as soon as possible, stating reasons, and no later than 8 office hours after acceptance. Withdrawal in order to increase the travel sum must satisfy the requirements contained in article 4.
3.         The travel organiser has the right to terminate the contract with immediate effect if the number of bookings is smaller than the required minimum number. He gives clear details of the period of notice of cancellation and the required minimum number of bookings in the publication. Cancellation must take place in writing and within the term mentioned in the publication. Articles 10 and 12 are not applicable.
4.  a.                The traveller will provide the booking office or travel organiser, before or no later than at the time of concluding the contract, with all details about him/herself and the travellers for whom he/she has made bookings that may be relevant to the conclusion or fulfilment of the contract. Furthermore, he/she will mention any details regarding the nature or composition of the group of travellers whom he/she has booked that may be relevant to the proper fulfilment of the agreed travel package by the travel organiser.
b.    If he/she fails to meet this information requirement and the travel organiser is consequently compelled, in accordance with the provisions in article 15 paragraph 2, to exclude said traveller(s) from (further) participation in the travel package, the costs stated in said article will be charged to him/her.
5.  a.                Any person who enters into a contract on behalf of or for the benefit of another person (the booking party) is severally liable for all obligations arising from the contract.
b.    All communications and transactions (including payments) between the traveller(s) on the one hand and the travel organisation and/or booking office on the other hand are exclusively conducted through the booking party.
c.    The (other) traveller(s) is/are each liable for their own share.
6.  a.    If the agreed travel package is advertised in a publication of the travel organiser, the details contained therein form part of the contract.
b.    If the travel organiser has included general provisos in the general part of the programme which are in conflict with the travel terms and conditions, the provisions most favourable to the traveller will prevail.
c.    Evident errors and evident mistakes are not binding upon the travel organiser. Such errors and mistakes are errors and mistakes which – from the perspective of the average traveller – were or should have been instantly recognised as such.
7.  a.    Alternatives or additions to the travel package offered by the travel organiser may be requested on medical grounds (essential medical needs). The travel organiser will make a genuine effort to meet these requests unless it cannot in all reasonableness be expected to do so.
Essential medical needs are subject to the express written approval of the travel organiser.
b.    In this case the travel organiser is entitled to charge the following costs:
−     organisation costs arising from the alternative or additional service up to
€ 23.00 per booking (€ 11.00 in the case of self-transport per booking if shorter than 5 days or in the case of travel/accommodation within the Netherlands);
−     communication costs;
−     any extra costs charged by service providers involved in the fulfilment of the travel package.
c.    The travel organiser shall exclusively consider requests regarding non-medical essential needs (other essential needs) if there is a reasonable chance of meeting such a request. In this case, the travel organiser is entitled to charge the following costs:
−     the organisation costs arising from the request of € 27.00 per booking (€ 14.00 in the case of self-transport per booking if shorter than 5 days or travel/accommodation within the Netherlands);
−     communication costs;
−     any extra costs charged by service providers involved in the fulfilment of the travel package.
These requests also require the express written approval of the travel organiser.
8.  a.    The travel documents will state the departure and arrival times for the transport components included in the travel package. These times are definite. The travel organiser may only alter these times within reasonable limits and if it cannot be reasonably required to adhere to these times. In this case, articles 11 and 12 are not applicable.
b.    In the case of air transport, as soon as the travel organiser is aware of the identity of the airline to be used it must inform the traveller of this, preferably when the latter is making a booking but no later than the time at which the traveller is given his/her travel documents.
9.         The travel organiser is not responsible for general information in photos, brochures, adverts, websites and other information carriers insofar as produced or published under the responsibility of third parties.

Payment
1.  a.    Upon the creation of the contract, a deposit must be paid equal to 15% of the total agreed travel sum. Organisers of cruises, scheduled flight holidays, tours, adventure holidays and travel outside Europe and the Mediterranean countries may diverge from this. They must clearly inform the traveller of this in advance.
b.    In the case of self-transport packages to hotels, the deposit is 20% of the travel sum.
c.    In the case of self-transport packages to living units such as bungalows, apartments, motorboats, sailing yachts, on-site caravans and campsite reservations, the deposit is 30% of the travel sum.
2.         The remainder of the travel sum must be received by the booking office no later than six weeks before the day of departure (in the case of self-transport, before the first planned date of arrival at booked accommodation).
In the case of late payment, the traveller is in default. He/she is advised of this in writing by or on behalf of the travel organiser, after which he/she has a further opportunity to settle the payable amount within 7 working days. If he/she fails to pay within that period, the contract will be deemed to have been cancelled on the day of default. The travel organiser is then entitled to charge the payable cancellation costs. In this case the provisions of article 9 are applicable and the sum already paid will be deducted from the payable cancellation costs.
3.         If the contract is concluded within 6 weeks of the day of departure, the travel sum must be paid immediately and in full.

Travel sum

1. 1.         The advertised travel sum applies per person, unless otherwise indicated. This includes the services and facilities mentioned in the publication, which may or may not be specified in terms of separate cost elements, including the unavoidable additional costs that the traveller is required to pay for the services that he/she is being offered, insofar as these are known at the time of publication. The phrase “unavoidable additional costs” refers to those expenses that are inextricably linked to the service being offered. This does not include the costs of additional services provided by the travel organiser or by third parties at the request of the traveller, such as insurance premiums, as well as costs charged per party upon booking and which vary according to the size of the party in question, and reservation costs – which may vary from one sales channel to another.

2.         The advertised travel sum is based on the prices, exchange rates, levies and taxes as known to the travel organiser at the time the publication went to press.
3.         As long as the travel sum has not been paid in full, the travel organiser is entitled until 20 days before the day of departure (in the case of self-transport packages, before the first date of arrival at booked accommodation) to increase the travel sum on account of changes in the transport costs (including fuel costs), payable taxes, levies and applicable exchange rates. The travel organiser will indicate how the increase was calculated. Said changes will also lead to a reduction in the travel sum unless the costs incurred in this connection are such that this cannot be reasonably required from the travel organiser. The travel organiser will indicate how the increase was calculated.
4.  a.    Charter flights in Europe
Contrary to the provisions in paragraph 3, after the creation of the travel contract, the travel organiser will not change the travel sum of charter flights carried out by Dutch airline companies to European destinations and the Mediterranean countries.
b.    Other forms of travel
Contrary to the provisions in paragraph 3, after the timely payment of the entire travel sum, the travel organiser will not change the travel sum during the six weeks before the day of departure (in the case of self-travel packages, before the first date of arrival at booked accommodation).
c.    Contrary to the provisions in a. and b. and exclusively in the case of unforeseeable
−   increases in payable taxes or levies, or
−   extreme increases in transport costs
the travel organiser may increase the travel sum up to 20 days before the day of departure. BALTICFERRIES and the Consumers’ Association jointly determine whether such a situation exists. If no agreement is reached, an independent third party to be appointed in joint consultation will be requested to make a decision that is binding on both parties.
5.  a.    The traveller is entitled to reject an increase in the travel sum as referred to in the preceding two provisions. He/she must exercise this right – subject to forfeiture – within 3 working days of receiving advice of the increase.
b.    If the traveller rejects the increase in the travel sum, the travel organiser is entitled to cancel the contract. It must exercise this right – subject to forfeiture – within 7 working days of the traveller receiving advice of the increase. In this event, the traveller is entitled to waiver of the travel sum or immediate restitution of sums already paid. Articles 10, 11 and 12 are not applicable.

Information
1.         General information (tailored to individuals holding Dutch nationality) on passports, visas and health formalities (where applicable) will be supplied to the traveller, no later than upon concluding the contract, either by or on behalf of the travel organiser. The traveller him/herself is responsible for obtaining any necessary additional information from the authorities and also for making timely enquiries before departure to ascertain whether the earlier-obtained information has not changed in the meantime.
2.         If the traveller is unable to take part in the (entire) trip because of the absence of any (valid) document, this and all resulting consequences will be for his account, unless the travel organiser has promised to supply that document and can be held responsible for the absence of that document or the travel organiser has failed in its obligation to provide information as stipulated in the above provision.
3.         The traveller him/herself is responsible for having the required documents on their person, such as a passport that meets all the requisite validity criteria, or, where permitted, a tourist identity card and any required visas, proof of inoculations and vaccinations, driving licence and green card.
4.        The traveller will be informed of the possibility of taking out holiday cancellation insurance and travel insurance either by or at the request of the travel organiser.

Travel documents
1.         The travel organiser will place the required travel documents in the possession of the traveller no later than 10 days before the day of departure (in the case of self-transport packages, before the first date of arrival at booked accommodation), unless this cannot be reasonably required of the travel organiser.
2.         If the traveller has not yet received the required travel documents by at most 5 working days before departure, he/she will notify the travel organiser or the booking office without delay.
3.  a.    If a travel package is booked within 10 days before the day of departure (in the case of self-transport packages: before the first date of arrival at booked accommodation), the travel organiser or the booking agency will indicate when and in what manner the required travel documents will be placed in the possession of the traveller.
b.    If the traveller has not received these accordingly, he/she will notify the travel organiser or the booking agency without delay.

Changes instigated by the traveller
1.         After the creation of the contract the traveller may request changes to the contract. This is subject to the condition that the traveller pays the changed travel sum less any payments already made. In addition he/she is required to the pay booking change costs of € 27.00 per booking (in the case of self-transport packages, € 14.00 if shorter than 5 days or with travel/accommodation in the Netherlands) and any communication costs. A decision about the request will be taken as soon as possible. These changes will be made insofar as possible up to 28 days before departure and in this case will be confirmed in writing by the travel organiser.
2.         Rejections will be motivated with reasons and promptly communicated to the traveller. The traveller can maintain or cancel the original contract. In the latter case, article 9 will be applicable. If the traveller fails to respond to the rejection of his/her request, the original contract will be carried out.
3.        A change to the date of departure or a reduction in the number of paying passengers is treated as a (partial) cancellation subject to article 9. In this case, no booking change or communication costs are payable.

Substitution
1.         The traveller may allow him/herself to be substituted by another person, provided this takes place in good time before departure. Substitution is subject to the following conditions:
−     the other person meets all conditions governing the contract; and
−     the request is submitted no more than 7 days before departure or in sufficient time to permit completion of the necessary actions and formalities; and
−     the conditions of the service providers involved in the fulfilment of the contract do not oppose such a substitution.
2.         The applicant, the traveller and the substitute are severally liable vis-à-vis the travel organiser for the payment of the outstanding part of the travel sum, the costs of the change and communication mentioned in article 7, paragraph 1 and any extra costs resulting from the substitution.

Cancellation by the traveller
1.         Travel packages subject to limitation of cover imposed by the Calamiteitenfonds Reizen (Travel Calamity Fund) can be cancelled free of charge from 30 days before departure.
2.  a.    If a contract is cancelled, the traveller is liable to pay cancellation charges in addition to any booking charges. The cancellation charges are as follows:
−     cancellation up to the 42nd day (exclusive) before the day of departure: the deposit.
−     cancellation from the 42nd day (inclusive) up to the 28th day (exclusive) before the day of departure: 35% of the travel sum;
−     cancellation from the 28th day (inclusive) up to the 21st day (exclusive) before the day of departure: 40% of the travel sum;
−     cancellation from the 21st day (inclusive) up to the 14th day (exclusive) before the day of departure: 50% of the travel sum;
−     cancellation from the 14th day (inclusive) up to the 5th day (exclusive) before the day of departure: 75% of the travel sum;
−     cancellation from the 5th day (inclusive) up to the day of departure: 90% of the travel sum;
−     cancellation on the day of departure or later: the full travel sum.
b.    Contrary to the provisions in a., in the case of self-transport packages to living units such as bungalows, apartments, motorboats, sailing yachts, on-site caravans and campsite reservations, in addition to any booking charges, the cancellation charges are as follows:
−     cancellation up to the 42nd day (exclusive) before the day of departure: the deposit.
−     cancellation from the 42nd day (inclusive) up to the 28th day (exclusive) before the day of departure: 60% of the travel sum;
−     cancellation from the 28th day (inclusive) up to the day of departure: 90% of the travel sum;
−     cancellation on the day of departure or later: the full travel sum.
3.  a.    If a travel package is compiled of various components that are subject to different cancellation provisions, the specific provisions governing each component will be applicable.
b.    Organisers of cruises, tours, adventure holidays and travel outside Europe and the Mediterranean countries may diverge from the provisions in paragraph 2. They must inform the traveller of this in advance.
c.    If the transport takes place by scheduled flight or special services are provided, such as camper hire, car hire, national parks and cultural or sports events, divergent cancellation provisions may be applicable to said transport or special services. These are communicated to the traveller in advance.
4.         The traveller who cancels the travel package is obliged to pay the cancellation costs in conformity with the provisions in the previous paragraphs, unless he/she can demonstrate with reasons that the loss suffered by the travel organiser is lower. In that case the travel organiser will charge the lower loss. Loss is understood to mean any losses suffered as well as lost profits.
5.         If the traveller opts for substitution rather than cancellation, article 8 is applicable.
6.  a.    The cancellation of a contract by one or more travellers who have jointly booked accommodation in a hotel room, apart­ment, holiday home or other type of accommodation will lead to the cancellation of all contracts, so that all travellers will be required to pay the sums mentioned in the previous paragraphs.
b.    If the remaining travellers so wish and the size of their group occurs in the price table for this accommodation, the respective contracts will remain valid. In this case, the provision contained in C will apply.
c.    The travellers referred to in B must pay the travel sum as stated in the price table for the remaining number of travellers.
d.    If the remaining travellers wish to enter into a new contract for the same period and the same accommodation, the cancellation charges received for the remaining traveller(s) will be deducted from the new travel sum(s).
The total sum of cancellation charges plus the increased travel sum(s) will never exceed the total travel sum for the original travellers.
7.        Cancellations outside office hours are deemed to have been made on the next working day.

Cancellation by the travel organiser
1.         The travel organiser has the right to cancel the contract on account of weighty circumstances.
2.         Weighty circumstances are circumstances that are of such a nature that the travel organiser can no longer be reasonably required to fulfil the contract.
3.         A limitation of cover imposed by the Calamiteitenfonds Reizen (Travel Calamity Fund) on the contract is a weighty circumstance.
4.  a.    If the cause of the cancellation is attributable to the traveller, the traveller is liable for the resulting loss.
b.    If the cause of the cancellation is attributable to the travel organiser, the travel organiser is liable for the resulting loss. Whether this is the case is determined on the basis of article 12.
c.    If the cause of the cancellation is attributable to neither the traveller nor the travel organiser, each party bears its own share of the loss as worked out in greater detail in article 13.
5.         If the travel organiser saves money as a result of the cancellation, the traveller is entitled to his/her share of that saving.
   
Changes instigated by the travel organiser
1.  a.    The travel organiser has the right to make changes to the agreed service on the grounds of weighty circumstances as described in greater detail in article 10 paragraph 2. He shall notify the traveller of said circumstances within 72 hours (3 working days) of the moment that the travel organiser was informed of the change. From 10 days before the departure (in the case of self-transport packages, before the first date of arrival at booked accommodation), these circumstances must be communicated within 24 hours (1 working day).
b.    If the change in question involves one or more substantial points, then the traveller is entitled to reject the change(s).
c.    If the change in question involves one or more non-substantial points, then the traveller is only entitled to reject the change if the disadvantage caused to him/her by the change can be deemed to be greater than negligible.
d.    If the travel organiser saves money as a result of the change, the traveller is entitled to his/her share of that saving.
2.  a.    In the event of a change, the travel organiser will make the traveller an alternative offer if possible. This offer must be made within 72 hours (3 working days). From 10 days before the departure (in the case of self-transport packages, before the first date of arrival at booked accommodation), the applicable term is 24 hours (1 working day).
b.    The alternative offer must be at least equal to the original offer. The equality of alternative accommodation must be assessed according to objective criteria and should be determined according to the following circumstances which must be evident from the alternative offer:
            −          the situation of the accommodation in the place of destination;
            −          the nature and class of the accommodation;
            −          the other facilities offered by the accommodation.
The assessment referred to here must take account of:
            −          the composition of the group of travellers;
−          the special characteristics of the traveller(s) in question that are known to and have been confirmed in writing by the travel organiser and which the traveller(s) indicated as being of essential importance;
−          the alternatives or additions to the programme requested by the traveller and confirmed and approved in writing by the travel organiser;
3.  a.    The traveller who exercises his/her right to reject the change or the alternative offer on the grounds of the previous paragraphs must make this known within 72 hours (3 working days) of receiving advice of the change or the alternative offer. From 10 days before the departure, the applicable term is 24 hours (1 working day).
b.    In that case the travel organiser has the right to cancel the contract with immediate effect. It must exercise this right – subject to forfeiture – within 72 hours (3 working days) of the traveller receiving the rejection. From 10 days before the departure (in the case of self-transport packages, before the first date of arrival at booked accommodation), the applicable term is 24 hours (1 working day).
In that case the traveller is entitled to waiver or restitution of the travel sum (or, if part of the travel package has already been completed, to restitution of a proportionate part thereof) within 2 weeks, without prejudice to any rights to compensation as intended in paragraph 4.
4.  a.    If the cause of the change is attributable to the travel organiser, the travel organiser is liable for the resulting loss to the traveller. Whether this is the case is determined on the basis of article 12.
b.    If the cause of the change is attributable to the traveller, the traveller is liable for the resulting loss.
c.    If the cause of the change is attributable to neither the traveller nor the travel organiser, each party bears its own share of the loss as worked out in greater detail in article 13.
5.         If, after the start of the agreed travel package, a significant part of the services set out in the contract cannot be provided, then the travel organiser will make appropriate alternative arrangements with a view to safeguarding the continuation of the trip. See Article 13 for details of the associated costs.
If such arrangements are not possible, the travel organiser will provide the traveller(s) with equivalent transport that will take will take him/her/them back to the place of departure or other return destination agreed with the traveller(s). See Article 13 for details of the associated costs.
6.         Without prejudice to the provisions in article 15 paragraph 4, the travel organiser is obliged to inform the traveller of any changes made by it to the departure times.
In relation to the return journey, this obligation does not apply to travellers who have exclusively booked transport and/or whose accommodation address is not known.

Liability and force majeure
1.         Without prejudice to the provisions in articles 10 and 11, the travel organiser is obliged to fulfil the contract in accordance with the expectations that the traveller was reasonably entitled to have on the grounds of the contract.
2.         If the travel package fails to meet the expectations referred to in paragraph 1, the traveller is obliged to advise those involved as soon as possible, as referred to in article 17 paragraph 1.
3.         If the travel package fails to meet the expectations mentioned in paragraph 1, the travel organiser is obliged - without prejudice to the provisions in articles 13, 14 and 15 - to compensate any loss or damage suffered by the traveller unless the failure to fulfil the contract cannot be attributed to the travel organiser or the person assisting with the fulfilment of the contract, because:
a.    the failure to fulfil the contract can be attributed to the traveller; or
b.    the failure to fulfil the contract could not be foreseen or could not be remedied and is attributable to a third party who is not involved in the delivery of the services included in the travel package; or
c.    the failure to fulfil the contract is attributable to an event that the travel organiser or person assisting with the fulfilment of the contract could not, despite exercising all due care, foresee or rectify; or
d.    the failure to fulfil the contract is due to force majeure as mentioned in paragraph 4 of this article.
4.         Force majeure refers to abnormal and unforeseeable circumstances that took place independently of the will of the person invoking such circumstances and the consequences of which could not be avoided despite all precautions.

Aid and assistance
1.  a.    The travel organiser is obliged, depending on the circumstances, to afford the traveller aid and assistance if the trip does not live up to the expectations that the latter could reasonably have on the grounds of the contract. The ensuing costs are borne by the travel organiser, if the failure to fulfil the contract can be attributed to it, in accordance with article 12 paragraph 3.
b.    If the cause is attributable to the traveller, the travel organiser is only obliged to afford aid and assistance insofar as this can be reasonably required. In this case, the costs are borne by the traveller.
2.         If the trip fails to meet the expectations that the latter could reasonably have on the grounds of the contract due to circumstances attributable to neither the traveller nor the travel organiser, each party will bear its own loss. For the travel organiser this will include the use of additional manpower; for the traveller this will include additional accommodation and repatriation costs.

Exclusion and limitation of travel organiser’s liability
1.  a.    If any service included in the travel package is governed by a Treaty that acknowledges or permits exclusion or limitation of the service provider’s liability, the travel organiser’s liability is accordingly excluded or limited.
b.    Nor is the travel organiser liable if and insofar as the traveller has been able to claim his/her loss under an insurance policy, such as a travel and/or holiday cancellation insurance policy.
2.         If the travel organiser is liable vis-à-vis the traveller for loss of enjoyment, the compensation will not exceed the travel sum.
3.         Without prejudice to the preceding provisions of this article, the travel organiser’s liability for loss resulting from causes other than the death or injury of the traveller is limited to at most three times the travel sum, unless the travel organiser is guilty of wilful intent or gross negligence. In that case the liability is unlimited.
4.         The exclusions and/or limitations of the travel organiser’s liability included in this article also apply to the staff of the travel organiser, the booking office and the service providers involved, as well as their staff, unless this is excluded by a Treaty or Act.

The traveller’s obligations
1.  a.    The traveller(s) is/are obliged to comply with all instructions of the travel organiser to promote the proper fulfilment of the travel package and is/are liable for loss caused by any improper conduct on his/her/their part. The criterion for judging whether conduct is improper will be the conduct of a properly behaved traveller.
2.  a.    The traveller who causes or may cause so much nuisance or trouble that the proper fulfilment of a travel package is or may be greatly hindered can be excluded from (continuing) the trip by the travel organiser, if the latter cannot be reasonably required to fulfil the contract.
b.    All ensuing costs are borne by the traveller if and insofar as the consequences of the nuisance or trouble can be attributed to him/her. If and insofar as the cause of the exclusion cannot be attributed to the traveller, the travel sum will be wholly or partly refunded to him/her.
3.         The traveller is obliged wherever possible to avoid or limit any loss or damage, particularly by meeting his/her reporting obligation as described in greater detail in article 17 paragraph 1.
4.         Every traveller must check the exact time of departure for the return journey with the tour holiday representative or the travel organiser’s local representative no more than 24 hours before the indicated time of departure.
           

Interest and collection costs
The traveller who fails to fulfil a financial obligation to the travel organiser on time is required to pay legal interest over the outstanding amount.
In addition, he/she is required to refund any out-of-court settlement costs equal to 15% of the claimed sum, unless this amount, given the collection work involved and the payable amount, is unfair.

Complaints
1.  a.    An identified shortcoming in the fulfilment of the contract as referred to in article 12 paragraph 2, must be reported in situ as soon as possible, to enable an effort to be made to resolve the problem. To this end, the traveller should report – in this order – to the relevant service provider, the tour holiday representative or, if this individual is not present or cannot be reached, the travel organiser. If the shortcoming is not resolved within a reasonable term and the quality of the trip suffers as a consequence, this must in any event be reported without delay to the travel organiser.
b.    If a shortcoming cannot be satisfactory resolved in situ, the travel organiser will provide adequate facilities for this to be recorded as a written complaint in the manner prescribed (complaint report).
c.    The travel organiser will provide information in the travel documents concerning with procedure to be followed in situ, the contact details, and the availability of those involved.
d.    The communication costs will be refunded by the travel organiser unless it can be demonstrated that there was no good reason to incur said costs.
e.    If the traveller failed to meet the reporting obligation and to produce a complaints report and the service provider or the travel organiser was, as a result, not given an opportunity to rectify the shortcoming, his/her right to compensation may be excluded or limited.
2.  a.    If a complaint is not satisfactorily resolved, it must be submitted in writing with reasons to the booking office within one month after the termination of the travel package or received service or after the original date of departure. The traveller should append a copy of the complaints report to this written complaint.
b.    lf the complaint concerns the actual contracting procedure, it must be submitted to the booking office within one month of the traveller ascertaining the facts relating to the complaint.
c.    If the traveller fails to submit the complaint in time, the travel organiser will not take it into consideration unless the late submission cannot be reasonably attributed to negligence on the part of the traveller. The travel organiser will inform the traveller of this in writing or electronically.
d.    Within one month of receiving the complaint, the travel organiser will produce a written response to the content of the complaint. If no response is forthcoming within this period, then the period referred to in article 18 paragraph 1a is extended by one month. If, after more than two months, the travel organiser still has not responded, then the period referred to in article 18 paragraph 1a is extended by two months.
e.    If the allotted time is once again exceeded by the travel organiser, causing the travel organiser’s response time to exceed a period of three months, then the Disputes Committee may decide that it should nevertheless deal with the dispute in question.

Disputes
1.  a.    If a complaint is not resolved in a timely and satisfactory manner or if no satisfaction has been given in this respect, the traveller has the option, up to a maximum of three months after the termination of the trip (or after the original date of departure), to submit the dispute in writing to the Disputes Committee for the Travel Industry (“Geschillencommissie Reizen”), P.O. Box 90600, 2509 LP at The Hague (www.sgc.nl).
The Committee deals exclusively with complaints lodged by natural persons who are not acting in the practise of a profession or in the running of a company.
b.    The Disputes Committee reaches a decision under the terms and conditions laid down in the relevant regulations. The advice of the Disputes Committee is binding upon parties. The handling of a dispute is subject to a fee.
2.  a.    Any contracts agreed, amended or supplemented on the basis of these travel terms and conditions are subject to the law of the Netherlands, unless imperative rules dictate that a different legal system applies.
b.    The traveller who does not wish to make use of the binding advisory procedure mentioned in the preceding paragraph has the right to take the matter to the competent court.
These disputes are exclusively subject to the competence of a Dutch court, unless imperative rules dictate that a different court has the authority to deal with them.
c.    All right of action lapses one year after the termination of the trip (or, if the trip did not take place, one year after the original date of departure).
3.         The BALTICFERRIES will take over the obligations of a member vis-à-vis the traveller, imposed upon it in a binding advice by the Disputes Committee for the Travel Industry, if the member fails to meet these obligations within the relevant term set in the binding advice, on the understanding that this does not apply if the member submits that binding advice to the court for assessment within two months of the date of postage of said advice