General Terms and Conditions and Instructions for Tourist Packages and Services
1. General provisions
The General Terms and Conditions and the Instructions for Tourist Arrangements and Services (hereinafter referred to as the General Terms and Conditions) form an integral part of the contract on the ordering of a tourist arrangement, which is concluded between Fontus or an authorised agency and the customer who is applying for a specific tourist arrangement.
The General Terms and Conditions apply only to Fontus travel arrangements and to the offers of programmes and services in the Fontus product range presented on the Fontus websites and related access or printed materials.
For other Organisers, these General Terms and Conditions apply where expressly stated. Where such an arrangement specifies otherwise than as follows from these General Terms and Conditions, the provision – the Programme – of the arrangement shall apply.
The following typical terms are used in the text of the General Terms and Conditions:
Fontus means Fontus, travel organisation, agency and consultancy, d.o.o., Ulica Zrinjskega 6, 3250 Rogaška Slatina, which sells tourist arrangements in which it acts as an organiser, tourist services of other providers and tourist arrangements of other tour operators, where it acts as an authorised seller or agency.
A tourist package is a ready-made combination of tourist services or products offered by Fontus on its website or in other written (electronic or printed) form according to each order or according to the specific wishes of the client.
Subscriber any natural or legal person who has made a valid reservation or purchase and payment tourist arrangement or other services contained in the Fontus offer, on the Fontus website, by electronic or other communication means, at a Fontus branch or other authorised sales outlet, and to which the General Terms and Conditions apply.
An Authorised Agency is a legal entity, duly licensed and registered, which acts as a sales outlet on the tourism market and has a business cooperation agreement with Fontus allowing it to act as an Authorised Outlet.
The contract is the original written instrument signed between the client and Fontus concerning the services ordered and confirmed for the tourist package. The contract can also be a written order from the client, based on a binding offer from Fontus, and generally comes into force upon fulfilment of the payment conditions (payment of the advance payment or the full value of the package, or another form of financial security – for example, a security deposit).
A voucher is a document issued by Fontus and forwarded to the client, stating the services booked and paid for. It serves as a basis for the identification of the subscriber at the time of the start of the arrangement and as proof of the services or arrangement ordered.
The provisions of the General Terms and Conditions may be made known to the Customer on Fontus’s website, at the Fontus office or at any other authorised agency through which Fontus, as an organiser, provides its programmes of tourist arrangements and where they are specifically marked as such.
The Client shall be deemed to have been informed of and to have accepted the provisions of these General Terms and Conditions from the moment he/she has ordered, orally or in writing, a tourist arrangement or other service of Fontus and has fulfilled the payment conditions.
The Customer has the option of registering for a Fontus-organised tour via the Fontus website, other written communication channels (e-mail, post), at a Fontus office or with an authorised Fontus agency. It is also possible to express your intention to register by telephone, but this must be confirmed in writing afterwards.
Registration means successfully completing the registration process through one of the options listed in the previous paragraph.
Any other order, whether oral, written or contractual, shall also be considered a binding order, provided that it contains all the elements or information required by Fontus for the successful booking and execution of the tourist arrangement.
Fontus charges an administrative fee of EUR 15 per entry. If there are several people on the same registration who wish to pay for the package separately, the registration fee will be increased by EUR 7.5.
The customer is obliged to provide all the information and documents required by the programme – the package – at the time of registration, and to pay the registration fee and the reservation costs.
In the event that the Client does not provide the correct information at the time of registration, the Client shall be liable for any costs or consequences arising from the incorrect information.
The Customer’s declaration is binding. It can only be cancelled in accordance with the provisions on cancellation of the trip in 5. Article 5 of these General Terms and Conditions.
In accordance with Fontus’ programming policy, all offers of travel arrangements presented on Fontus’ websites or in other electronic or printed formats shall be understood as a general rule to be quotations on request, except for those where expressly stated otherwise.
On the basis of the application and after all the elements of the order have been coordinated, Fontus will carry out the order confirmation, which has the character of a contract and also constitutes the confirmation of the reservation. This includes either the exact details of the services ordered or a reference to the programme or offer where the services ordered are presented.
The order shall be deemed confirmed and the contract concluded on the date of the electronic or written confirmation of the order – reservation by Fontus, provided that the Customer has made partial or full payment within the time limit in accordance with each offer.
Order Confirmation – The reservation is binding only if payment is made in the amount and within the time limit specified in the Order Confirmation.
The client usually receives the final notification of the package from Fontus, or the travel voucher, which serves as proof of the purchase of the package for the operators of the package.
The document is usually sent to you in electronic or printed form no later than 5 days before the start of the package. The time of receipt of the document may also be different, depending on the time of the order, and is specified in each binding offer.
If the client does not receive the document due to possible errors, he/she shall contact Fontus or an authorised agency in due time.
On the basis of the application and the coordinated order, the Contracting Authority shall, in accordance with the terms of the order confirmation, be obliged to make payment to the extent, within the time limit and in the manner specified in the order confirmation or binding offer.
Payment methods as indicated on each offer will apply. If not specifically stated on the offer, the terms and conditions as set out on Fontus’ website or in printed form at a Fontus office or authorised agency shall apply.
The date of payment shall be deemed to be the date on which the Client provides written proof of payment (payment receipt) or the date on which Fontus receives the payment in its transaction account.
The registration fee and the part of the value of the arrangement paid by the customer at the time of registration are normally:
– in cases where the time to take up the benefit is longer than 30 days, 30% of the value of the package or services ordered, the remainder within the time limit as specified in each programme or order confirmation.
– in cases where the time between confirmation and the start of the stay is less than 30 days, a payment of 100% of the value of the package or services ordered is due at the time of confirmation.
The payment terms and payment dynamics may also be different and shall be specified in each written offer submitted to the Client.
Failure by the Customer to make payment of the first instalment or the whole of the payment within the time limit as follows from the confirmation shall be deemed to constitute withdrawal from the contract. In this case, the provisions of these General Conditions concerning the entry fee and other costs shall apply. The service or package is deemed not to have been ordered and the contract not to have been concluded.
If the Customer is in default in the payment of the remaining part of the Arrangement or the services ordered, the Customer shall be deemed to have cancelled the Arrangement and the provisions of these General Terms and Conditions shall apply mutatis mutandis to such cases (Article 5 – Customer’s cancellation or amendment of the Arrangement – Travel).
Where a tourist package or other service is booked for the customer and the order is executed by an authorised travel agency, all the provisions of this Article shall apply mutatis mutandis to such agency.
Prices are set by the package and are valid from the date of publication of the package. Fontus reserves the right to change the price in accordance with the Obligations Code, the Consumer Protection Act and other legislation in force in the Republic of Slovenia. Fontus shall inform the Customer of any price change.
4.1. Services included in the package price
The price of a package usually includes all the services listed in the package description, as ordered and confirmed. It also covers Fontus’ services in preparing, organising or arranging the package.
4.2. Additional services
For each package, additional services are listed, which can be selected by the customer. Fontus guarantees them only if they are ordered and paid for at the registration point, within the time and in the manner specified in the payment terms of the applicable offer.
They can also be ordered at a later date at the place of use:
- if this option and ordering method is foreseen in the description of the basic arrangement,
- if there is financial security for it; and
- if such a contract can be performed according to the published terms and conditions or prior coordination between the Customer, Fontus and the supplier of the additional service.
In the event that the Customer orders additional services on the spot which are not the subject of the order or the contract between the Customer and Fontus, Fontus shall not be liable for them and any claims based on them.
Any discounts and benefits are mutually exclusive and not cumulative. If several discounts are foreseen, the client chooses the one that best suits him/her, if the approval criteria are met.
The published prices of the tourist packages are generally per person. Every time a package offer is published, it always includes details of the unit to which the price relates.
For certain packages, prices may be variable and the price that Fontus provides in the context of the written binding offer shall be the price that applies to the client.
5. Cancellation or modification of the order by the Customer
5. 1. Cancellation or modification of an order by the customer – travel before the arrangement is used
The customer has the right to cancel or modify the arrangement.
Cancellation of the use of the travel package must be notified in writing (electronic or other written means), at a Fontus office or an authorised Fontus agency.
If the notice of termination is not given in the prescribed manner, it shall be deemed not to have been given.
In the event of cancellation, Fontus shall be entitled to reimbursement of the cancellation costs, the amount of which shall depend on the time during which the cancellation or amendment was submitted by the passenger, as follows:
- More than 30 days before the start of the package, a charge of 10% of the package value will be applied, but not less than EUR 15.
- 29 to 22 days before the start of the package, a charge of 20% of the package value will apply.
- 21 to 16 days before the start of the package, a charge of 30% of the package value will be applied.
- 15 to 10 days before the start of the package, a charge of 50% of the package value will be applied.
- 9 to 3 days before the start of the package, a charge of 80% of the package value will be applied.
- 2 days before the start of the arrangement (a) or in the case of non-participation without cancellation (“no show”) (b) or in the event of cancellation or interruption of the journey by the passenger after its commencement (c), the charges will be charged at 100% of the value of the package, excluding in any case the registration fee and the cost of travel cancellation insurance (cancellation risk).
The cancellation charges for other organisers’ packages are set out in each organiser’s own General Conditions or other policy.
For groups, termination risks may also be defined differently in a separate contract.
In the event of cancellation of an order or contract for the “Inquiry” services, Fontus may charge cancellation fees in the amount of the advance payment.
In the event of cancellation of the contract for services constituting “Preparation of an individual stay or travel programme”, Fontus shall be entitled to charge cancellation costs equal to the advance payment and the actual costs of preparation.
Notwithstanding the cancellation charges set out above, these may be higher where specific costs for organising the trip imposed by the applicable conditions of sale and business partners so require.
5.2. Cancellation or modification by the Customer in the course of the use of the arrangement or other services
During the journey or during the course of the use or performance of the arrangement, the subscriber may terminate the use at his/her own request by written declaration of termination.
As a general rule, in this case, the client loses the right to reimbursement of the value of the part of the package or services not used, unless otherwise specified in the package description.
The Customer may change individual components of a package or travel programme during the course of its use only with the prior written consent of Fontus or its authorised representative or agent in the place of performance of the programme, which shall normally include the consent of the service providers and the financial arrangements for the desired change.
Even if this is done through an authorised agent, the Customer is obliged to notify Fontus in writing of the consensual change within 8 days.
The costs of any such changes shall be borne by the Customer.
In the event of a change to the programme at the Client’s own request or due to force majeure, without any reasons relating to the performance on the part of Fontus, the Client shall not be entitled to a reduction in price or any compensation whatsoever.
6. Cancellation fee – Trip cancellation insurance (cancellation risk)
If, at the time of registration, the client foresees that, due to certain unforeseeable circumstances, he/she would not be able to take part in the trip, he/she may take out trip cancellation insurance (cancellation risk) with an insurance company.
In the event that the Client requires the above insurance, it shall be arranged directly with Fontus, with Fontus acting as an intermediary. We recommend that you carefully check the terms and conditions of the insurance before you buy.
The customer’s rights under the cancellation fee or trip cancellation insurance are therefore exercised with the chosen insurance company in accordance with its general terms and conditions.
For customers who have not opted for cancellation insurance, we kindly remind you that cancellation of your trip may result in high costs. The amount is set out in the general conditions of the tour operator.
In the event of cancellation, Fontus is entitled to reimburse the administrative costs of EUR 15 per entry form plus the amount of the cancellation risk.
If the Customer does not start using the service on the date set for the start and travel or. does not cancel the package before the start of the package, he/she shall not be entitled to a refund of the paid-up package to which the cancellation fee or cancellation risk insurance relates.
No claim for cancellation indemnity or cancellation risk insurance can be made after the date of commencement of travel or the date of departure. for the duration of the package or trip, and not for the unused part of the package or trip.
7. Travel insurance
7.1. Travel insurance
Travel prices do not include travel insurance “packages”, such as: travel accident and sickness insurance, insurance against damage to or loss of luggage, voluntary health insurance and other forms of insurance.
By signing the Travel Contract, of which these General Conditions form an integral part, it is understood that the additional insurances listed in the preceding paragraph are offered and recommended to the Customer and the End User.
In the event that the Client requires the above insurances, these may be arranged directly with one of the insurance companies or with Fontus, whereby Fontus may act only as an intermediary. We recommend that you carefully check the terms and conditions of the insurance before you buy.
8. Cancellation or modification of the programme – package or trip
8.1. Cancellation or modification of the programme – package or trip
Fontus shall have the right to modify or cancel the programme if extraordinary circumstances arise which could not have been foreseen, avoided or prevented and which would constitute a justifiable reason for Fontus not to publish the programme or to accept reservations for it, if such circumstances existed at the time of publication and sale of the package.
For trips, as well as for certain specific arrangements linked to exclusive artists, Fontus reserves the right to cancel the trip up to 5 days before the start of the service.
8.2. Cancellation or changes related to services
Fontus shall not be liable for delays of aircraft, ships or trains and road carriers, nor for changes to the programme resulting from such delays. In these cases, the client is not entitled to compensation for the part of the itinerary not carried out, nor to a subsequent reduction in price.
9. Travel documents and other obligations of the client (passenger)
The Customer shall:
- Have valid travel documents;
- Check whether you may need a visa to enter the country where your chosen holiday destination is located or neighbouring countries;
- Comply with the customs exchange and other regulations of the country of destination and transit. In the event of passengers being unable to continue their journey due to a violation of the rules, all costs incurred will be borne by the offender;
- Have vaccination certificates and documents when travelling to countries that require compulsory vaccinations and other health measures;
- Observe the house rules in the accommodation and cooperate in good faith with the owners of the accommodation;
- On arrival at the place of stay, hand over the document of the service/product ordered and paid for (voucher or electronic voucher) to a representative of the provider of the service/product ordered.
In the event of non-compliance with these obligations, the Client shall bear the costs and be liable for damages. By confirming the reservation, the client undertakes to pay the host on the spot for any damages caused.
10. Loss of documents
If documents are lost or stolen during the course of the package, but are essential for the continuation of the package and for repatriation, new documents will be provided at the customer’s own expense.
For advice on the formalities, please contact Fontus or its authorised agent or representative.
In the event that the Customer is obliged to terminate the trip or the arrangement due to loss or theft of documents, the Customer shall be entitled to reimbursement of only that part of the cost of the arrangement remaining after the costs related to the cancellation and the consequences of the cancellation or termination have been covered.
Fontus is not liable for damaged, destroyed or lost luggage, nor for theft of luggage or valuables that were in the accommodation.
Lost or stolen luggage can be reported to the accommodation manager or to a police station.
Where this is an option, we recommend renting a safe deposit box.
The conditions for transporting luggage are governed by the carrier’s general conditions (documents, prices, children’s luggage, discounts, how and where to pay for additional services, etc.). It also applies to the declaration of restrictions on the volume (number of pieces and weight of luggage) and the conduct and responsibility of the customer-passenger with regard to the control of the luggage in the course of the carriage.
12. Categorisation of facilities and description of services
The accommodation in the programmes is identified according to the official standardisation in the country where the accommodation is located, as at the time of publication of the programme. Fontus has no influence on this categorisation.
If the installation is in a country outside the EU, we recommend that, in case of doubt, the client chooses a higher category of installation, given the different standards used.
Fontus shall not be liable for any written or oral information provided by an Authorised Agent which is not in accordance with the description of the standard or services in the Programme.
Housekeeping, catering, other services and conditions of use of facilities are under the control of local tourist boards. Fontus has no influence on these arrangements either.
In the case of all-inclusive programmes, it is important to read carefully the description of the services included in the package, as this may vary.
13. Complaints and complaint handling
The Client may lodge a complaint or a claim for poor quality or non-performance of the services provided in the Programme.
The complaint must be in writing and may be made by the customer on his/her own behalf or by a third party authorised in writing by the customer. The authorisation must be attached to the complaint, otherwise Fontus will not consider such a complaint.
The claim must be substantiated and must be accompanied by evidence in the form of a statement from the hotel or other service provider as to the factual situation on which the customer is basing the claim.
13.1. Complaints procedure
The customer – the passenger – advertises the service with a Fontus representative, otherwise with the service provider – the service provider. If the representative or the service provider is not reachable within a reasonable time, the customer – passenger is obliged to report the deficiencies to the hotline 00386 (0)40 650 803.
The Customer – Passenger is obliged to cooperate with the representative of Fontus or the Provider – Service Provider with a good intention to resolve the cause of the complaint or grievance.
If the Client – Traveller does not accept the offered solution to the complaint, which corresponds to the description and the paid services in the package, Fontus will not take into account the subsequent complaint and will not reply to the Client’s written complaint.
If the cause of the complaint cannot be resolved, then the client – passenger shall work with the representative or tenderer to draw up a written certificate.
No later than 60 days after the return, i.e. at the end of the duration of the package or trip, the passenger must lodge a written complaint at the place of check-in or by post at Fontus’ registered office. This will include a certificate from a Fontus representative or the service provider and any invoices relating to additional costs. Before doing so, the customer-passenger is obliged to follow the procedural instructions set out in the first four paragraphs of this Article.
According to Article 37a of the Consumer Protection Act of the Republic of Slovenia, the customer may enforce his/her rights arising from material defects if he/she submits a claim within two months from the date on which the defect was discovered. Fontus will only deal with the substance of complaints accompanied by documentation on the cause of the complaint, submitted within the statutory time limit.
Fontus is obliged to reply in writing to the Customer within 8 days of receipt of the complaint or within the time necessary to obtain information about the cause of the complaint from the Service Provider.
Until Fontus has issued a decision on the complaint, the Client shall refrain from communicating the complaint to any other person, to any judicial authority or from providing information to public newsletters.
Fontus will only deal with complaints that could not be resolved on the spot with the service provider.
In the event that the complaint could have been resolved on the spot (e.g. location, furnishings, cleanliness of the room, etc.) and the client – passenger did not complain about the defect on the spot and did not inform the Fontus representative or the service provider about the irregularities, the client – passenger shall be deemed to have accepted such service and shall thereby lose the right to lodge subsequent complaints requesting a reduction in the price of the service or payment of damages.
If the deficiencies could not be resolved on the spot and Fontus is at fault for the non-fulfilment of the programme or the non-performance of some of the services ordered and paid for, the client-passenger shall be entitled to compensation up to the real value of the complained about part of the package, but not for the part of the package that the client-passenger has already used and which is not the subject of the complaint.
This provision does not apply in cases where Fontus has the right under these General Terms and Conditions and the law to change the programme or cancel the package.14. Use of data – protection and safeguarding
14. Use of data – protection and safeguarding
Fontus protects all subscriber and passenger data in accordance with the current Personal Data Protection Act and Regulation (EU) 2016/679 of the European Parliament and of the Council.
The contracting authority shall be deemed to have provided the personal data of the co-passengers which it mentions at the time of conclusion of the contract or at the time of the conclusion of the contract. the award of the contract, obtained their consent and knowledge of the contents of the contract or orders relating to their personal data and shall be solely responsible for providing their personal data to Fontus.
By concluding the Contract, the Contracting Authority shall. by placing an order, in accordance with the legitimate interest of the Organiser, the Organiser agrees to the use of the personal data provided to Fontus also for the purposes of statistical processing, sending travel-related notifications, quality control and informing about the Fontus offer, and for the latter purpose Fontus may forward the personal data of the passengers, such as first name, last name, address, e-mail address, telephone number, to an external contractor who personalizes such notifications of the Fontus offer, i.e.: – for the purposes of the Fontus offer. dispatched.
If the customer does not wish the processing of the data referred to in the previous paragraph, he/she may declare this at the time of registration for the trip, or withdraw his/her consent subsequently, and he/she may exercise all other mechanisms provided for by the general rules for the protection of his/her personal data, such as the General Data Protection Regulation (GDPR), the General Data Protection Regulation (GDPR), the General Data Protection Regulation (GDPR) and the General Data Protection Regulation (GDPR). the right to access, rectification or erasure of personal data, restriction of use, transfer to another controller and the right to lodge a complaint with a national supervisory authority.
The use of personal data is regulated in more detail by the Personal Data Protection Policy, which is published on the Fontus website.
15. Errors in catalogues, other electronic and printed publications and on Fontus websites
Fontus reserves the right to make typographical errors in the catalogue, other electronic and printed publications and on Fontus websites. In the event of such errors, the sales clerk will inform you when you check in.
16. Final Provisions
In the event that individual services of the package tour are not provided due to the insolvency of the organiser, the client – traveller shall request their performance from the addressee of which he/she shall be informed by a warning prior to the conclusion of the contract. If such an organiser is. agency, the client-travellers shall in this case contact TRIGLAV INSURANCE COMPANY, d.d. (Department: CORPORATE INSURANCE, BAGGAGE CLAIMS AND COVERAGE INSURANCE, Address: Miklošičeva 19, 1000 Ljubljana), with which Fontus provides the client’s or the client’s insurance, i.e. passenger protection.
The dispute resolution body is the district or regional court. Celje District Court.
Fontus d.o.o., Rogaška Slatina, 10.01.2022.
General terms and conditions for the press – available HERE.