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Terms and conditions for travel and transport services

These terms and conditions apply to the transport of passengers and in connection with the performance of tourist and other services provided by PGH Masters Group Sp. z o. o. a company with its registered office at Rynek Główny 28, 31-010 Kraków, using the brand Mertz Travel Poland, hereinafter referred to as the Tour Operator.
The services of the Mertz Travel Poland brand described at www.mertz.travel include private tours and transfers and intermediation in the booking of other services provided by external contractors (hotels, restaurants, tour guides, city and mountain guides, operators of tourist attractions, organisers of chamber concerts and others). They are not a regular offer. They are not a regular offer. Each service is prepared and priced individually, according to the customer’s order.
The prices listed at www.mertz.travel are indicative and do not constitute a binding offer. In each case the service is precisely priced after the customer provides the Tour Operator with detailed expectations concerning the ordered service and the number of persons (including children) who will participate in it.
Luggage – when ordering the service, the customer is obliged to state the amount and size of every piece of luggage (especially if it is non-standard) that they intend to take on the tour or transfer. The Tour Operator may refuse to transport undeclared luggage if, at the time of picking up the customer, the quantity and size of the luggage is not as stated in the order. In such a case, the customer is obliged to cover the additional cost of transporting such luggage.
The Tour Operator is not responsible for the loss of valuables (cash, electronic devices, musical instruments, jewellery, precious stones, documents, securities, ceramics, fragile items and others) carried in the vehicle by the customer, unless such loss is the Tour Operator’s fault. All valuables must be carried by the customer in hand luggage and the customer must take care to store them in a safe and careful manner.
The customer is entitled to use the service only after receiving the booking confirmation from the Tour Operator and after the Tour Operator has received the payment for the service.
Payments for the Tour Operator’s services must be made in full before the ordered service is provided. Payment terms and amounts will be communicated to the customer by the Tour Operator during correspondence concerning the service ordered.
The customer is obliged to show the driver, tour leader, tour guide or other person, who carries out the service for the customer on behalf of the Tour Operator, a valid booking confirmation in paper form or in electronic form on the screen of their mobile device (phone, tablet, etc.)
The Tour Operator accepts payment for services via PayU and traditional bank transfer. Payment links are sent to the customer along with the service booking confirmation.
The Tour Operator’s cancellation policy is determined individually. The customer will receive detailed information on this subject during the correspondence concerning the service ordered.
The customer is obliged to arrive at the designated pick-up location (for a private tour, transfer) 5 minutes before the time indicated in the booking and no later than 15 minutes after the time indicated in the booking. In the event that the customer arrives at the pick-up location after the indicated time or in the event that the customer fails to arrive, the Tour Operator reserves the right to refuse the service or does not guarantee that the service will be provided in accordance with the agreed plan. The customer is not entitled to financial claims in connection with the failure to provide part or all of the services.
In the case of services where the customer is picked up at an airport or bus or train station, the Tour Operator will wait for the customer for a maximum of 1 hour from the time of landing of the plane or arrival of the bus/train. If the customer is informed of the Tour Operator’s delay by text message, email or telephone, the right to provide the service in the event of non-arrival expires only after the time specified in the telephone call, text message or email.
The Tour Operator reserves the right to cancel services or parts thereof in the event of unfavourable weather conditions or the occurrence of other events that make it impossible to provide the service or participate in it. The customer will then be entitled to a pro rata refund or to use another service (of their choice) at the same price or at a lower price (in the event of a higher price, the customer will be obliged to pay the difference).
The Tour Operator reserves the right to make changes to the programme of services (hours and sequence of individual service elements) if this does not result in their cancellation or incomplete execution.
The Tour Operator reserves the right to change the price of the service ordered by the customer if the customer changes the details of the Participants less than 5 days before the commencement of the service.
The customer must follow the instructions given by the drivers, tour leaders, tour guides or other persons acting on behalf of the Tour Operator. The aforementioned persons have the right to refuse to provide services to persons who are visibly under the influence of alcohol or drugs. This also applies to customers who, for other reasons, endanger the safety of their companions or other customers, or impair their well-being or the comfort of the service. Customers who have been refused services for the reasons specified above are not entitled to use the service at a different time or date or to reimbursement of costs incurred by them.
Smoking and using e-cigarettes in the vehicle is prohibited. The customer is financially responsible for the damage they cause to the vehicle through their own fault.
Every passenger has a legal obligation to wear a seat belt if the vehicle is equipped with them.
The customer is obliged to carry an identity document/card that identifies them.
The customer is obliged to comply with sanitary standards and all regulations currently in force regarding the epidemic, including those that were introduced after booking the service. If the customer is not prepared to use the service (e.g. lack of a face mask or failure to meet other technical and formal requirements), they are not entitled to claims related to the inability to provide the service.
In the event of breaks/stops of the vehicle or checks by the police or other services, the customer is obliged to leave the vehicle when instructed to do so by the driver or another person acting on behalf of the Tour Operator. The customer is obliged to observe the duration of the breaks indicated by the driver or another person acting on behalf of the Tour Operator. The driver has the right to leave if the customer does not return to the vehicle after the specified break time. In the event of non-compliance with the break times specified by the driver or other person acting on behalf of the Tour Operator, the Tour Operator does not guarantee that the service will be provided as planned and takes no responsibility for this.
In the case of services involving border crossing, the customer is responsible for compliance with all laws and regulations relating to documents/identity cards required for border crossing and stay in the country where the service is provided, as well as with visa, foreign exchange, customs and health regulations. The Tour Operator is not responsible for the consequences of the customer’s failure to comply with such laws and regulations, even if these laws and regulations are changed after booking the service.
Children and minors up to 150 cm in height may only travel in special seats The Tour Operator will provide a child seat if at least 24 hours’ notice is given. If the customer fails to inform the Tour Operator about the transport of the child within the aforementioned period, the customer may be obliged to incur additional costs related to the necessity of providing such transport by the Tour Operator. In such a situation, the Tour Operator also does not guarantee that the services will be provided as planned.
Children and minors under the age of 15 may use the services of the Tour Operator only if accompanied by an adult. People aged 15 and over can travel alone. For international services, legal guardians are required to ensure that teenagers have all necessary travel documents with them.
In order to ensure that people with disabilities or reduced mobility are able to use the service, the customer must inform the Tour Operator of their needs at least 48 hours before the performance of the service.
The customer is also obliged to inform the Tour Operator, prior to booking the service, of the need to be accompanied by a carer or guide dog, or of the need to transport a wheelchair or other device/equipment necessary for mobility. The conditions and possible costs related to the transport of additional persons, animals or equipment will be agreed during the correspondence related to the service ordered by the customer.
The need to transport strollers, bicycles, electric bicycles, scooters, including electric scooters, and other additional equipment must be reported during the correspondence concerning the booking of the service. If it is not possible to carry them in the standard luggage compartment of the vehicle, additional fees may be charged.
Items left in the vehicle during a stop or break are not covered by insurance.
Dangerous substances and objects will not be transported. In particular, these include: explosive, flammable, radioactive, foul-smelling or corrosive substances, as well as unpackaged or unsecured items that could injure passengers (e.g. weapons, ammunition).
The carriage of dogs or other animals is possible upon agreement (prior to the service) during correspondence regarding the booked service. The customer is responsible for ensuring that the animals transported are properly secured. The use of specialised equipment for such transport is recommended. Failure to notify (at least 24 hours prior to the service) of the need to transport animals may result in the refusal of the service or charging an additional fee for the service (if possible) without the possibility of a refund.
Complaints concerning the provision of services must be submitted within 30 days from the date of completion of the service to which the complaint pertains in writing by sending an email to the Tour Operator’s email address: info@mertz.travel. The content of the complaint must include: the first and last name of the complainant, a detailed description of the circumstances of the situation and the objections to it, a description of the damage suffered. It is also necessary to include confirmation of the service booked and the booking number to which the claim relates.
The terms and conditions may be amended at any time by the Tour Operator. Amendments to the terms and conditions shall be effective from the date of their publication on the Tour Operator’s website.
To the extent not covered by the provisions of these terms and conditions, generally applicable legal regulations shall apply.