General terms and conditions

Stand 23.11.2023

Conclusion of the Travel Agreement

By registering or booking, the customer undertakes to enter into a travel agreement with Helia Travel Agency Ltd (hereinafter referred to as Helia Travel Agency). Registration shall take place in writing on the form designated for this purpose. A telephonic, oral or other form of registration with us or one of our partner agencies shall be equally binding. Registration shall be carried out by the registering party for all co-named participants. The registering party firmly agrees to these conditions of travel, including on behalf of and for the co-named participants. The agreement shall come into being upon acceptance by Helia Travel Agency or its partner agencies upon sending the booking confirmation. Subsidiary agreements and amendments to the concluded travel agreement shall require our written confirmation.

Prices

Prices are presented in Euros (€). Prices are guaranteed independently of exchange rates variations.

Reservations and Deposit

Filling in and sending the online booking form or providing the relevant data via electronic message, fax or telephone to Helia Travel Agency is a conclusion of a binging travel arrangement. Within 8 days a deposit of 30% of final amount must be paid. Payment can be made: by credit card (Mastercard / Eurocard, Visa or American Express) or bank draft.  We accept major credit cards over the phone, fax or email.

Final Payment

Final payment is due 30 days before the rental service begins. We prefer to be paid by online banking credit card or bank payment order to Helia Travel Agency. If we do not receive final payment in the designated period, we assume your rental service is cancelled.

Cancellation and Refund Policy

If you cancel your booking up to 10 days before the bike rent begins you will be refunded the paid deposit (or total price paid) less a cancellation fee of 15 €. Refunds on total price paid will be of 30% for cancellations received within 9 to 6 days before bike rent begins. There will not be refunds for cancellations received within 5 days of bike rent start. Cancellations must be made in writing; the date received in Helia Travel Agency office applies for refund policies.

Complaints

The passenger must address any irregularities or deficiencies at the location itself, to the tour leader, Helia's representative, or the representative of the travel organizer who arranges the passenger's tourist package, in written form. In the event that the nature of the complaint suggests that it could be resolved on the spot (for example, inadequate room cleanliness, equipment, room location, etc.), and the passenger has not complained about the error on the spot or informed the above-mentioned individuals about the irregularity, it is considered that the passenger has agreed to the service provided in such a manner and has thereby forfeited the right to later file complaints demanding a reduction in the price of the service or compensation for damages. Helia will not consider a complaint to which the passenger has not attached a report from the organizer's representative or service provider regarding the complaint, which demonstrates that the deficiencies could not be resolved on the spot.

Complaint procedure

Immediately on the spot, the passenger files a complaint about inadequate service with the organizer's representative, or in their absence, with the service provider. The passenger must cooperate with the representative in good faith to address the cause of the complaint. If the passenger does not accept the offered solution to the complaint, which corresponds to the services paid for according to the program, Helia will not consider subsequent claims for compensation or a reduction in the travel price. If the cause of the complaint cannot be rectified, the passenger and the representative shall prepare a written confirmation. Upon return from the trip, the passenger must submit a written complaint to Helia within the statutory period of two months, accompanied by evidence proving the validity of the complaint (a mandatory written confirmation signed by the representative or service provider, any invoices for additional expenses, etc.). The organizer must respond to the passenger in writing within 8 days after receiving the complaint, and finally, within a reasonable time necessary to obtain information about the cause of the complaint from the service provider, or during the time required to obtain information from third parties in accordance with Article 892 of the Slovene Obligations Code. Until the organizer issues a decision, the passenger waives the right to submit the complaint to any other person, judicial institutions, or provide information to the media and the public.

The organizer will only address complaints where the cause could not be rectified on the spot. In the case of a complaint for a trip for which Helia is not the travel organizer, Helia will forward the passenger's complaint to the responsible travel organizer and inform the passenger in writing of the resolution of the complaint. In the event that Helia only acts as an informer, the passenger must assert all complaint claims on the spot with the actual organizer of the optional excursion, tour, etc. Without a written complaint, Helia will not consider claims for price reductions or compensation, as well as other claims.

The complaint must be signed, and it may be filed by each passenger individually in their name or by providing written authorization to a third party. The authorization must be attached to the complaint; otherwise, Helia will not consider such complaints.

The complaint must be substantiated. Therefore, the passenger should attach appropriate evidence and/or confirmation from the hotelier, carrier, or other relevant person about the actual situation on which the passenger bases their claim.

The amount of compensation is in any case limited to the amount paid for the arrangement. If, due to negligence, the program is not executed or some services are not provided, the passenger has the right to compensation in the amount of the actual value of the unexecuted services. This provision does not apply if Helia has the right to cancel the arrangement or modify the program, in accordance with the provisions of these general terms and conditions and the law.

Participants

Helia Travel Agency reserves the right to refuse participation prior to or during a trip to any individual whose behaviour and/or attitude interfere with general enjoyment and well-being of other tour members and if anyone, participant or Helia Travel Agency staff, is endangered by this individual. In case any of the above mentioned happens Helia Travel Agency will not be liable to refund or pay any compensations as such. In no case Helia Travel Agency is not liable to refund for unused services.

Rights of a Travel agent

Helia Travel Agency reserves the right to change itineraries or tour arrangements if necessary or by what is known as "force majeure". In the case of a tour cancellation by Helia Travel Agency, registered participants will be refunded in total amounts paid to Helia Travel Agency which is not liable for any payments or compensations due to additional expenses such as non-refundable advance purchase airline tickets.

Bicycles and Equipment

Our bicycles are of quality up to international standards, produced by renowned makers. On a Helia Travel Agency tour a participant is liable for using the bike, damage other than the normal wear & tear, and in case of theft. Additional extra insurance may be arranged, covering theft and mayor breakdown.
For comfort and safety regulations participants must wear a helmet, up to international standards of safety, at all times when riding a bike. Helia Travel Agency has no responsibility for clients' own bikes.

Insurance

Helia Travel Agency is fully insured according to the law for its activity, third part liability, work accidents for staff, and car passengers on our vehicles. We recommend all participants to ensure your Travel Insurance has adequate coverage for booking cancellation, luggage, medical expenses and repatriation, death and permanent disability.

Image Use

Helia Travel Agency reserves the right to use without charges any photographs or images of any kind from participants for bona fide promoting and marketing purposes.

Law

This terms and conditions may only be waived by a manager of Helia Travel Agency in writing. When you sign the Registration Form you agree to accept all this conditions, and when we accept your reservation we agree to carry out our obligations to you as defined in this document and other information provided to you. Slovene Law applies.

Unforeseeable circumstances and responsibility

You must accept, for participation in a Helia Travel Agency tour, that it is necessary the normal flexibility of an adventure outdoor activity and acknowledge that delays and alterations and their results are possible. Neither Helia Travel Agency nor any person assisting is responsible for any loss, injury, damage, accident, delay or irregularities sustained by the clients including those occurred outside the tour programs. The company does not accept responsibility for losses or expenses due to delay or changes in other services, accident, sickness, weather, strikes, war and other causes of unforeseen circumstances.

Internet service and use of web site

Use of this website, booking request and the contract between participant and Helia Travel Agency is subject to the law of Slovenia, and you irrevocably submit to the exclusive jurisdiction of the courts of Slovenia. If you are not located in Slovenia, we will not be liable for any breach of any foreign legislation, code or directive as a result of you using the services offered by us, or purchasing any of the Travel-related products or services of third party suppliers made available through this website.

Helia

Helia turistična agencija

Trubarjeva cesta 8 4260 Bled Slovenia
Tel.: +386 4 57 65 600
Cell Phone (also Whatsup, Viber and texting accepted): +386 31 544 544

Skype: helia.travel.agency

e-mail to: info@helia.si

We use cookies

We use cookies on our website. Some of them are essential for the operation of the site, while others help us to improve this site and the user experience (tracking cookies). You can decide for yourself whether you want to allow cookies or not. Please note that if you reject them, you may not be able to use all the functionalities of the site.