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Terms and Conditions

Terms and Conditions

Updated on: 26.06.2025

By accessing the website www.protravel.ro (https://www.protravel.ro/), you agree to accept and comply with the following terms and conditions.

The offers displayed on www.protravel.ro (https://www.protravel.ro/) are valid within the limit of available places. The Agency reserves the right to modify prices or descriptions on the website at any time, without prior notice.

The final price of the offers listed on the website is displayed in the last step of the booking process, before initiating payment. For further details regarding the final price, please contact our agency at +40 732 153 392 or by email at contact@protravel.ro (mailto:contact@protravel.ro).

Any booking request made on www.protravel.ro (https://www.protravel.ro/) is considered your firm intention to contract. Once the booking is made, it cannot be cancelled or modified except in accordance with the applicable penalties.

By making a booking, you acknowledge and agree that you waive your right of withdrawal. Any cancellation can only be made in accordance with the contractual terms, with the applicable penalties.

If your booking request is accepted by the Agency, you will receive an email confirmation. At that moment, the travel services contract is considered concluded.

Bookings may be:

  • Instant confirmation;
  • On-request confirmation (requires supplier confirmation, communicated within a maximum of 10 business days).

In rare cases, even if a booking has been confirmed, the supplier may later inform us that it cannot be honored. In such situations, the Agency may cancel the purchased service by written notice, and the full amount paid will be refunded within a maximum of 7 days.

Once the contract is concluded, cancellations will only be possible with the applicable penalties.

Any modification of the booked service/package can only be made with the Agency’s approval, and only if the traveler confirms in writing their agreement to pay the related fees, previously communicated by the Agency.

Payment Conditions

Unless otherwise stated at the time of booking:

  • An advance payment of 50% of the total value of the service/package is required upon booking.
  • The balance must be paid no later than 30 days before departure.

By making a payment, you confirm that you have read and agree to the terms of the Travel Services Contract published on our website (section Licenses, Legal Documents and Travel Contract).

Cancellation Penalties

Unless otherwise specified at the time of booking, the following penalties apply:

  • 30% of the package price if cancellation is made more than 60 days before departure.
  • 50% of the package price if cancellation is made between 59–30 days before departure.
  • 100% of the package price if cancellation is made less than 29 days before departure or in case of no-show.

Also, a 100% penalty applies if the traveler:

  • fails to appear for the trip;
  • is denied border crossing for reasons related exclusively to them, or for reasons not attributable to the Agency;
  • does not comply with Agency’s general conditions, presents incomplete or false documents, lacks a valid passport, or fails to pay the full amount by the agreed deadlines.

Other Conditions

  • All offers are subject to availability.
  • If a confirmed service becomes unavailable (e.g. overbooking), the Agency will attempt to provide an alternative. If no alternative is accepted, your booking will be cancelled and amounts paid will be refunded within 14 days.
  • Accommodation facilities may require extra fees (e.g. air conditioning, city taxes). These must be paid directly at the hotel.
  • Check-in and check-out hours depend on hotel policy (usually check-in at 16:00, check-out at 12:00).
  • The Agency cannot guarantee early check-in or late check-out. These are subject to hotel availability and may incur extra charges.
  • Optional excursions purchased on-site are not part of the travel package. Complaints regarding these must be addressed directly to the local supplier.
  • Descriptions, photos, or facilities shown on the site are for presentation purposes only. Room allocation is done exclusively by the hotel.

Complaints

If you encounter a non-conformity during your trip, you must immediately notify the local representative and the service provider in writing. If the issue is not resolved, a written complaint must be submitted to the Agency within 5 days of the trip’s end. The Agency will respond within 30 days with possible compensation.

Legal and Other Provisions

  • Contracts are governed by Romanian law. Disputes will be resolved by courts in Bucharest, Romania.
  • Before going to court, you may appeal to mediation or Alternative Dispute Resolution (ADR) through ANPC. Details: http://www.anpc.gov.ro/categorie/1271/sal (http://www.anpc.gov.ro/categorie/1271/sal).
  • Intellectual property rights: all content on www.protravel.ro (https://www.protravel.ro/) is protected by copyright law. Copying, reproduction, or use for commercial purposes without permission is prohibited.
  • Insolvency risk is insured under Policy IF-i 4386, issued on 19.12.2024 by German Romanian Assurance S.A., valid until 19.12.2025.

Privacy Policy

Any personal data provided is processed according to GDPR Regulation (EU) 2016/679. Please see our full Data Protection Policy here (https://www.protravel.ro/).

Contact

For issues, suggestions, or notifications regarding www.protravel.ro (https://www.protravel.ro/), please contact us at: contact@protravel.ro (mailto:contact@protravel.ro).

Program Travel SRL
Bucharest, Sector 1, Bd. Mareșal Alexandru Averescu 15 B/C, 2nd floor
CUI: RO 50950007 | Reg. Com.: J2024044799005

⚖️ Note: This English version is an informative translation. In case of disputes, the Romanian version prevails.