Refund and return policy

Thank you for choosing Glossar Infotur SRL. We strive to provide you with exceptional travel experiences. However, we understand that sometimes plans change. This Refund and Return Policy outlines the conditions and procedures for cancellations and refunds related to travel packages booked through us.

Please read this policy carefully as it forms an integral part of our Terms and Conditions of Use. By booking a tour package with us, you accept the terms of this policy.

1. General Cancellation Terms

All cancellation requests must be sent to us in writing, by email at office@glossar.travel or through the official channels specified in your contract.

Refunds are processed based on the date we receive your written cancellation request and are subject to the fees and penalties set forth in Contract for Tourist Service Packages (Chapter 7: Contract Termination Order. Liability of the Parties) and this policy.

The amount to be reimbursed is calculated based on the Contract Price, after deducting the following:

• All non-refundable fees charged by our partners (airlines, hotels, transfer companies, etc.).
• The cost of any services already provided (e.g., visas issued, insurance, tickets processed).
• Cancellation fees applicable according to the schedule below.

2. Cancellation Fee Schedule

The following cancellation fees apply per booking. Please note that these are general terms and your specific contract may contain more restrictive terms, particularly for Early Booking or Peak Season offers.

• More than 21 days before the start date of the trip:
  • Cancellation fee: EUR 25 per adult / per child (12+ years).
  • Plus the full cost of any non-refundable services (e.g. visa processing fees).
• Between 20 and 15 days before the start date of the trip:
  • Cancellation Fee: 40% of the total Contract Price.
  • Plus the full cost of any non-refundable services (e.g. visa processing fees).
• 14 days or less before the travel start date:
  • Cancellation Fee: 100% of the total Contract Price.
  • No refund will be given.

Important Exceptions:

• Early Booking & Peak Season: For confirmed tour packages under "Early Booking" offers or during "Peak Season", a cancellation fee of 100% of the Contract Price applies, regardless of the cancellation date.
• Transportation Services: Airline tickets, charter flights and other transportation services are often 100% non-refundable from the time of booking and issuance, according to the carrier's tariff. This part of the Contract Price will not be refunded under any circumstances.

3. Modification Fees

If you wish to change your booking (e.g. change dates, hotel or name), a change fee of 25 EUR per change, provided that changes are possible. Changes are subject to availability and price recalculation. Corrections to the passport series and number are free of charge once.

Please note that significant changes (particularly for Advance Booking or Peak Season travel) may be treated as a cancellation and rebooking, subject to the fees set out in Section 2.

4. Refund Process

• Eligibility: Refunds are only considered for cancellations made in accordance with this policy and your contract.
• Processing Time: Once the written cancellation is received and approved, we will process the eligible refund within 14 days if the cancellation occurs before the start date of the trip and within 30 days in other cases.
• Refund Method: Refunds will be issued using the same payment method you used for the original transaction. For bank transfers, the refund will be made to the original bank account. Any bank fees or transaction charges associated with the refund will be borne by the customer.
• Refund Amount: The final amount to be refunded will be the amount paid, minus applicable cancellation fees, non-refundable supplier costs and any administrative costs, calculated at the exchange rate on the date of the initial payment.

5. Cancellations by Glossar Infotur

We reserve the right to cancel a tour due to unforeseen circumstances (e.g., failure to meet the minimum number of participants, force majeure). In such cases, you will be notified within the time specified in your contract and you will be offered:

• A full refund of all amounts paid, or
• An alternative tour package of a comparable standard (with a price difference that will be paid or refunded).

6. Visa Refusals

Glossar Infotur is not responsible for the refusal of an entry visa by the competent authorities of the destination country or for your non-admission to the country for any reason.

If your reservation is cancelled due to a visa refusal:

• The consular fee and visa processing service fee are non-refundable.
• You are required to pay any penalties applied by our partners and a minimum administrative fee, in accordance with your contract.

7. Travel Insurance

We strongly recommend that all travelers purchase comprehensive travel insurance at the time of booking. A good policy can cover cancellation costs for unforeseen circumstances such as illness, family emergencies and other specific situations. Travel insurance is mandatory for all our packages, but its scope of coverage may vary.

8. Complaints During the Journey

If you encounter a problem during your trip (e.g. a service that does not match the description in the contract), you must:

1. Immediately inform the local service provider (hotel, transfer company).
2. Simultaneous, immediately inform our professional staff via the 24/7 emergency contact provided in your travel documents (+373-76-80-25-25).

Failure to report any deficiencies to us during your trip may affect your right to request a partial refund or compensation after your trip. Please refer to Chapter 8 of your contract („How to Resolve Issues During Your Trip”) for the detailed procedure.

9. Contact us

For any questions regarding cancellations or refunds, please contact us: