Schloss Hotel & Spa Pontresina

VAS HOLIDAYS operate and represents the following channels:

• https://vasdubai.com/
• https://www.vas.al/
• https://www.vas-rks.com/
• https://zoomtrip.com/en/
• https://bazaartravel.net/en/
• https://www.vas.ba/
• https://vas.mk/
• https://vastour.at/en/

The full material in Bosnian language can be found here - Odredbe i uvjeti VasHolidays

1. Role of VAS HOLIDAYS

VAS HOLIDAYS acts primarily as an intermediary between the and third-party service providers (e.g., airlines, hotels, car rental companies, etc.), except in cases where it directly organizes Charters or Group Tours.

For bookings involving individual travel elements (e.g., flights, hotels, rental cars) or packages created and delivered by third-party providers, VAS HOLIDAYS serve solely as a mediator. In these cases, VAS HOLIDAYS is not a contractual party to the service agreement between the Customer and the service provider. Consequently, VAS HOLIDAYS is not liable for the performance, delivery, or quality of services provided by third-party suppliers.

Customers are advised to carefully review the terms and conditions of each third-party provider applicable to their specific bookings, including cancellation, refund, and change policies.

2. Confirmation and Travel Documents

2.1 Impossible Bookings

VAS HOLIDAYS’ system does not automatically prevent bookings that may conflict, such as two flights to the same destination at overlapping times or a flight and activity tickets in different locations for the same timeframe. If such bookings are made, refunds will not be provided, and the booking will remain subject to the terms and conditions of the respective suppliers.

2.2 Customer Responsibility for Legal and Travel Requirements

It is the Customer’s sole responsibility to:

• Ensure compliance with all applicable local laws and regulations, including visa, passport, and health requirements (e.g., vaccinations, medical documents).
• Verify any additional requirements for travel, such as infant/child/booster seats or special permits.

VAS HOLIDAYS and its suppliers are not responsible for providing guidance on such requirements or guaranteeing the Customer’s ability to meet them. Failure to comply may result in the service being denied without the right to a refund.

2.3 Electronic Confirmation

Confirmation of reservations is provided electronically. In cases where vouchers or other travel documents cannot be immediately issued due to technical updates or supplier requirements, they will be sent to the Customer via email or other appropriate means.

• Customer Obligation: If the Customer does not receive travel documents after completing a reservation, they must notify VAS HOLIDAYS immediately. Failure to do so may result in penalties, inability to use the booked service, or cancellation, for which VAS HOLIDAYS assumes no liability.

2.4 Visas and Entry Requirements

Customers are responsible for contacting the relevant embassies or authorities to obtain accurate and up-to-date information on visa, passport, and entry requirements for their destinations. Failure to secure the required documentation is not the responsibility of VAS HOLIDAYS, and no compensation will be provided in such cases.

3. Data Protection Under Albanian Law

VAS HOLIDAYS ensure the protection of personal data in full compliance with the provisions of Law No. 9887, dated 10 March 2008, “On the Protection of Personal Data,” as amended. In accordance with Article 27 of the law, VAS HOLIDAYS implement appropriate technical and organizational measures to safeguard personal data from accidental or unlawful destruction, unauthorized access, or other forms of unlawful processing. Users bear the responsibility to maintain the confidentiality of their login credentials, including email addresses and passwords. Any failure to secure these credentials that results in unauthorized access is not the liability of VAS HOLIDAYS.

While VAS HOLIDAYS make all reasonable efforts to ensure the security of its website and systems, it cannot guarantee that the website is free from viruses or other harmful components. Users are strongly advised to take personal precautions, such as installing antivirus software and securing their internet connections, to mitigate such risks.

Personal data collected through our services is processed only for legitimate, specific, and explicitly stated purposes, as required by Article 6 of the law, and only with the prior consent of the user. VAS HOLIDAYS guarantee that personal data will be processed confidentially and used strictly for the purposes for which it was collected, as mandated by Article 28.

By utilizing our services, users confirm their understanding of an agreement with these terms, including their obligation to ensure compliance with all applicable data protection requirements. For further information, users may refer to Law No. 9887 or contact the Office of the Commissioner for the Right to Information and Data Protection in Albania.

4. PAYMENT

4.1 Service Fees

Credit and debit card companies impose processing fees for transactions made using their cards. Consequently, a non-refundable Service Fee ranging from 4% to 10% is applied to certain travel bookings, including but not limited to flights, flight and hotel packages, hotel bookings, dynamic packages, transfers, car rentals, activities, and group bookings. This Service Fee is included in the final price displayed to the Customer.

4.2 Payment Methods

• General Payment Options: Payments can be made using Visa, MasterCard, or American Express credit or debit cards for most services.
• Charter Payments: For Charter bookings, credit card payments are not accepted. The only permitted payment method for Charters is via Bank Transfer.
• Security Deposits: For some services, a credit card may be required as a security deposit. Customers will be informed of this requirement during the booking process.

4.3 Payment Deadlines and Non-Payment Consequences

• The total price of the trip must be paid at the time of booking or as per the specific payment schedule outlined in VAS HOLIDAYS’ instructions.
• If the payment is not completed in full by the specified deadline, VAS HOLIDAYS reserves the right to withhold services or withdraw from the contract without notice.
• Partial payments made prior to the cancellation or withdrawal may be subject to non-refundable fees, as specified in these Terms and Conditions.

4.4 Customer Responsibility

Customers are responsible for ensuring that payments are completed in accordance with the instructions provided by VAS HOLIDAYS. Failure to adhere to these instructions may result in delays, cancellation of bookings, or additional penalties, for which VAS HOLIDAYS bears no liability.

5. REFUND POLICY

5.1 General Refund Terms

If a refund is due to be processed by VAS HOLIDAYS under the applicable Terms and Conditions, the Service Fee (4%-10%) charged on the original booking will remain non-refundable in all cases. This fee covers administrative and payment processing costs that are incurred regardless of the booking outcome.

5.2 Refund Process for B2B Users

For users with Business-to-Business (B2B) accounts, any refunds approved by VAS HOLIDAYS will be credited exclusively as a Deposit in the user’s account. This Deposit can only be used for future bookings on the VAS HOLIDAYS platform and is non-transferable.

5.3 Refund Process for B2C Users

For users with Business-to-Consumer (B2C) accounts, refunds will be processed as follows:

• Original Payment Method: Refunds may be credited back to the same payment method used at the time of booking (e.g., credit card, debit card, or bank transfer).
• Deposit Option: Alternatively, users may choose to receive refunds as a Deposit in their VAS HOLIDAYS account, which can be used for future bookings.

5.4 Exchange Rate Variations

For bookings made in foreign currencies, any refund amount may vary due to fluctuations in currency exchange rates between the time of booking and the time of refund processing. VAS HOLIDAYS is not liable for any differences arising from such fluctuations.

5.5 Refund Eligibility and Limitations

Refunds are subject to the specific terms and conditions of the service provider (e.g., airline, hotel, or car rental company). Refund requests will only be processed once VAS HOLIDAYS has received confirmation from the service provider regarding the refund eligibility and amount.

6. DEFERRED BOOKINGS

6.1 Payment Limit Timeframe

If a Customer chooses the Deferred Payment option when making a reservation, the system will automatically generate a specific Payment Limit Timeframe. This timeframe will be displayed at the time of booking confirmation.

6.2 Booking Confirmation and Pending Payment

Once the reservation is confirmed, the booking status will show as Booking Confirmed, even if the payment status is pending. However, the reservation remains conditionally confirmed and subject to automated cancellation if the full payment is not received by the specified Payment Limit date and time.

6.3 Customer Responsibility

It is the Customer’s responsibility to ensure that the payment is completed within the Payment Limit Timeframe. Failure to comply with this requirement may result in the automatic cancellation of the booking, without further notice, and VAS HOLIDAYS shall bear no liability for such cancellation.

7. BOOKING STATUS

7.1 Accessing Booking Status

Customers can verify the status of their bookings directly in the Bookings section of their account or by reviewing the details provided on the booking voucher.

7.2 Confirmed Bookings

A booking is considered fully confirmed only if the system displays the status Booking Completed for all services included in the reservation.

7.3 Other Statuses and Actions Required

If the system displays any other status, such as Pending to be Confirmed, On Request, Not Booked, or any similar indication, it is the Customer’s responsibility to immediately contact the VAS HOLIDAYS support team. The support team will review the status and provide the necessary updates or clarifications.

7.4 Customer Responsibility

Failure to verify or clarify the booking status in cases where it is not fully confirmed may result in the cancellation or non-fulfilment of the reservation. VAS HOLIDAYS assume no liability for any losses incurred due to delays in contacting support or failing to address unresolved booking statuses.

8. EXCEPTIONAL CIRCUMSTANCES

8.1 General Policy

VAS HOLIDAYS operate strictly within the scope of its standard Terms and Conditions. In cases of exceptional circumstances, such as health-related issues, bereavement, or other unpredictable events, VAS HOLIDAYS do not guarantee refunds, compensation, or modifications to bookings beyond what is provided under the applicable policies of the relevant third-party suppliers.

Force majeure events include, but are not limited to, natural disasters (e.g., earthquakes, floods, hurricanes), acts of terrorism, war, civil unrest, strikes, epidemics or pandemics, government-imposed restrictions, or other extraordinary circumstances that are unforeseeable, unavoidable, and beyond the reasonable control of VAS HOLIDAYS or its service providers.

In the event of a force majeure occurrence, VAS HOLIDAYS shall not be held liable for any failure to perform or delay in performing its contractual obligations. This includes, but is not limited to, the inability to provide travel services, refunds, or amendments, where such failure or delay arises directly from the force majeure event.

The Customer must notify VAS HOLIDAYS promptly in the event they are unable to fulfil their contractual obligations due to force majeure. Failure to provide timely notification may limit the remedies available under this clause.

Where possible, VAS HOLIDAYS will endeavour to assist the Customer in rescheduling travel services affected by force majeure or provide alternative solutions. Any such changes or cancellations will be subject to the terms and conditions of the individual suppliers. Refunds, if applicable, will be processed according to the supplier’s policies, and VAS HOLIDAYS cannot guarantee full or partial refunds in these circumstances.

VAS HOLIDAYS shall not be liable for any indirect or consequential losses, additional expenses, or damages incurred as a result of force majeure events. Customers are advised to address claims for compensation directly with the respective service providers (e.g., airlines, hotels)

VAS HOLIDAYS strongly advise Customers to obtain comprehensive travel insurance that includes coverage for cancellations, delays, and other disruptions caused by force majeure events.

8.2 Support for Exceptional Requests

Customers facing exceptional circumstances may contact VAS HOLIDAYS support to facilitate communication with third-party providers. While VAS HOLIDAYS cannot directly authorize refunds or modifications in such cases, it will endeavour to assist the Customer in accordance with the supplier’s policies and authorizations.

8.3 Loss of Personal Belongings

VAS HOLIDAYS is not responsible for incidents involving the loss of personal belongings, delayed or missing baggage, or similar issues. Customers must report such incidents immediately to the local authorities or the responsible service provider (e.g., airline or hotel) for resolution.

9. PRODUCTS 

9.1 Flights

(a) Fare Rules and Ticket Conditions

Each flight ticket is governed by fare-specific rules established by the airline. These rules may include conditions such as non-cancellability, non-refundability, and other restrictions on itinerary changes or refunds. Customers are responsible for reviewing the applicable Flight Rules for their ticket before completing the booking.

(b) Change or Cancellation Requests

If you need to modify or cancel your travel plans, you must notify VAS HOLIDAYS promptly. Please note the following:

• Non-Refundable/Non-Changeable Tickets: Certain tickets cannot be refunded or changed, as specified in the fare rules.
• Processing of Requests: Change or cancellation requests are not processed immediately. Our support team will review your request, provide updated terms or quotations for any additional or refundable amounts, and confirm the status of the modification or cancellation once finalized.
• Once confirmed, the updated status will appear as Cancelled or reflect the new details in the booking area.

(c) Fees and Refunds

• Amendment Fees: VAS HOLIDAYS may apply a fee per passenger for any changes, cancellations, or refunds, irrespective of the fare’s value. This fee also applies to airport tax refunds for non-refundable fares.
• Non-Refundable Fees: Booking fees, credit card charges, and service fees remain non-refundable.
• Currency Exchange Variations: Refundable amounts may vary due to fluctuations in currency exchange rates. VAS HOLIDAYS is not responsible for differences caused by such variations.

(d) Airline Authorizations for Refunds

Tickets eligible for refund or cancellation must often be submitted to the airline for authorization. This may extend the refund processing time. VAS HOLIDAYS will notify you of the estimated turnaround period when acknowledging your request. Please note:

• Most airlines do not refund partially used tickets.
• Tickets returned more than one year after the date of issue are considered expired and subject to airline-specific refund policies.

(e) Name and Documentation Accuracy

• The name on your passport must exactly match the name on your ticket. Failure to ensure accuracy may prevent you from traveling.
• If a name change is required due to legal changes (e.g., marriage), you must notify VAS HOLIDAYS immediately. Changes are subject to airline and supplier approval, and additional charges may apply.

(f) Check-In and Segment Rules

• Customers are responsible for following the airline’s check-in procedures, including online check-in where required, and for adhering to baggage conditions, check-in timelines, and documentation requirements.
• For itineraries with multiple segments across independent airlines, involuntary changes or cancellations in one segment may not impact other segments. Original fare policies apply independently to each segment. Failure to use a segment may result in a No-Show status for subsequent segments. 

9.2 Hotels

(a) Cancellation and Amendment Policies

• The hotel’s cancellation and amendment policies will be outlined in your confirmation email or displayed at the time of booking. Customers must review these policies carefully before making changes or cancellations.
• If you wish to cancel or amend your hotel booking, you must submit a formal request to VAS HOLIDAYS. Change or cancellation requests are not processed immediately. Our support team will review your request, provide the applicable terms or quotations for any additional or refundable amounts, and confirm the change or cancellation once finalized.
• Once confirmed, the updated status will be displayed as Cancelled or reflect the amended details in the booking area.

(b) Supplier-Initiated Changes or Cancellations

• In the unlikely event that the supplier (hotel) cancels or amends your reservation after it has been confirmed, VAS HOLIDAYS will make all reasonable efforts to inform you promptly.
• If the supplier cannot provide an alternative, you will have the option to:

1. Accept the offered alternative, or
2. Cancel the reservation with a full refund of all amounts paid.

• Should no alternative be available, VAS HOLIDAYS reserve the right to cancel the reservation and issue a full refund.

(c) Star Ratings and Hotel Information

• Star ratings or review points displayed on VAS HOLIDAYS’ website is based on information provided by the relevant travel suppliers and are for informational purposes only. VAS HOLIDAYS do not independently verify these ratings and does not guarantee their consistency with ratings on other platforms.
• VAS HOLIDAYS do not guarantee the facilities, amenities, services, quality, or comfort of accommodations based on the provided star ratings. Customers are encouraged to verify details directly with the hotel.

(d) On-Spot Issues and Complaints

• If you experience issues at the hotel, you should first address your concerns directly with the hotel staff to seek a resolution.
• If the matter is not resolved to your satisfaction, you may contact VAS HOLIDAYS’ support team for assistance. However, any amendments to booking details remain subject to the policies and decisions of the supplier and the hotel, and VAS HOLIDAYS is not liable for unresolved issues.

(e) Additional Charges and Nationality Restrictions

• VAS HOLIDAYS is not responsible for any additional charges or deposit requirements applied on-site by the hotel, including fees imposed by local governments or institutions.
• Some properties may enforce restrictions based on guest nationality due to local regulations. Customers are responsible for ensuring the accuracy of nationality information when booking and must notify VAS HOLIDAYS if multiple nationalities are included in a single reservation, as additional charges or restrictions may apply.

(f) Group Bookings

• Customers may book up to four (4) rooms per stay under a single reservation. Bookings of five (5) or more rooms per stay, either in a single reservation or multiple reservations, will be classified as Group Bookings.
• Group Bookings require confirmation from the hotel and may be subject to modifications or cancellations at the hotel’s discretion. 

9.3 Transfer Services

(a) Compliance with Instructions

• Customers are responsible for adhering to all instructions provided on the transfer service voucher. Failure to follow these instructions, including arrival times and meeting points, may result in the loss of the transfer service. VAS HOLIDAYS assume no liability for missed transfers due to non-compliance.

(b) Unforeseen Changes or Delays

• VAS HOLIDAYS is not responsible for delays, changes, or cancellations resulting from unforeseen circumstances, such as traffic disruptions or operational issues.
• Customers must inform VAS HOLIDAYS’ support team immediately if issues arise. The support team will coordinate with local and third-party suppliers to determine whether the request can be accommodated. However, the final decision rests with the supplier, and VAS HOLIDAYS bears no liability for the outcome.

(c) Changes or Cancellations by the Customer

• If you wish to change or cancel a transfer booking, you must submit a formal request to VAS HOLIDAYS. Changes or cancellations are not processed immediately.
• The support team will review the request, inform you of the applicable conditions, and provide any potential additional charges or refundable amounts.
• Once the change or cancellation is confirmed, the updated status will reflect as Cancelled or display the amended details in the booking area.

(d) Traveling with Children

• Local laws in many destinations may require children or infants to travel with appropriate child or booster seats. Customers are responsible for:

1. Reviewing local laws and ensuring compliance.
2. Providing the required information about child or booster seats at the time of booking.

• Failure to request a child or booster seat in advance may result in the supplier being unable to provide the transfer service.
• Customers who need a child or booster seat but do not have their own must inform VAS HOLIDAYS during the booking process. Availability is subject to confirmation by the supplier and may incur additional charges.

(e) Responsibility and Liabilities

• VAS HOLIDAYS is not responsible for:

1. The inability of the supplier to fulfil the transfer service due to non-compliance with the instructions or local laws.
2. Any additional charges imposed by suppliers for non-standard requests (e.g., child booster seats). 

9.4 Activities

(a) Compliance with Instructions

• Customers are responsible for carefully following the instructions provided on the activity voucher.
• Failure to comply with these instructions, including arrival times, meeting points, or other requirements, may result in the loss of the booked activity. VAS HOLIDAYS assume no liability for missed activities due to non-compliance.

(b) Unforeseen Changes or Delays

• VAS HOLIDAYS is not liable for delays, changes, or cancellations arising from unforeseen circumstances such as weather conditions, operational disruptions, or force majeure events.
• Customers must immediately inform VAS HOLIDAYS’ support team if issues arise. The support team will liaise with local and third-party suppliers to assess the situation and attempt to accommodate the request. However, the final decision rests with the supplier, and VAS HOLIDAYS bears no liability for the outcome.

(c) Changes or Cancellations by the Customer

• If you wish to change or cancel an activity booking, you must submit a formal request to VAS HOLIDAYS.
• Changes or cancellations are not processed immediately. The support team will review your request, inform you of applicable terms and conditions, and provide any additional charges or refundable amounts.
• Once confirmed, the updated status will reflect as Cancelled or display the amended details in the booking area.

(d) Supplier-Initiated Changes or Cancellations

• In cases where the supplier cancels or modifies the activity after it has been booked, VAS HOLIDAYS will make reasonable efforts to inform you promptly.
• Should the supplier be unable to provide an alternative, you may be eligible for a refund or a rescheduling option, subject to the supplier’s policies.

(e) Responsibility and Liabilities

• VAS HOLIDAYS is not responsible for:

1. Activities missed due to the Customer’s failure to adhere to the voucher instructions.
2. Additional costs or inconveniences arising from changes or cancellations imposed by the supplier.

9.5 Car Rental

(a) Compliance with Policies

• Customers are responsible for adhering to the car rental policies outlined in the voucher. These policies are determined by the local supplier and may vary depending on the market.

(b) Driver Restrictions

• Local car rental suppliers may impose restrictions, including but not limited to:

1. Driver Age: Typically, drivers must be within the age range of 30 to 60 years; however, these limits may vary.
2. Driver’s License: A valid driver’s license that meets local requirements is mandatory.
3. Credit Card: A valid credit card with a sufficient limit may be required for security deposits or other purposes.

• Failure to provide the correct documentation or meet supplier requirements may result in the denial of service, without any obligation for a refund.

(c) Changes or Cancellations by the Customer

• If you wish to change or cancel your car rental booking, you must submit a formal request to VAS HOLIDAYS.
• Change or cancellation requests are not processed immediately. Our support team will review your request, provide applicable terms, and inform you of any additional charges or refundable amounts.
• Once the request is confirmed, the updated status will reflect as Cancelled or display the amended details in the booking area.

(d) Traveling with Children

• In many destinations, local laws require children or infants to travel with appropriate child or booster seats. Customers are responsible for:

1. Reviewing local legislation to ensure compliance.
2. Informing VAS HOLIDAYS in advance if child or booster seats are required.

• If you do not have your own child or booster seat, VAS HOLIDAYS can verify with the supplier regarding availability, but additional charges may apply.
• Failure to request a child or booster seat in advance may result in the supplier being unable to fulfil the booking.

(e) Responsibility and Liabilities

• VAS HOLIDAYS is not responsible for:

1. Denied service due to failure to meet supplier requirements (e.g., documentation, age, credit card).
2. Any additional fees imposed by the supplier for non-standard requests (e.g., child booster seats). 

9.6 Dynamic Packages (Multidestinations; Transport + Hotel, or Any Other Combined Services)

(a) Independent Services within Dynamic Packages

• A Dynamic Package includes multiple services (e.g., flights, hotels, transfers) combined under a single VAS HOLIDAYS reference. However, as these services are provided by different suppliers, each service is treated independently.
• Each service is governed by its own policies and terms, which may differ from those of other services in the package. These policies are not collectively applicable to the entire package. For instance:

1. A date change request may be possible for a hotel reservation but not for an associated flight booking.
2. Refund eligibility or conditions may vary between services.

(b) Unforeseen Changes to Services

• If an unforeseen condition (e.g., flight schedule changes) affects one service in the package, this will not automatically affect other services (e.g., hotel or transfer bookings).
• Customers must notify VAS HOLIDAYS immediately regarding the affected service. Our support team will coordinate with the relevant suppliers to explore potential solutions, such as amendments or cancellations.
• While VAS HOLIDAYS will make reasonable efforts to assist, modifications or cancellations for affected services are subject to the specific policies of each supplier.

(c) Change or Cancellation Requests by the Customer

• If you wish to modify or cancel a service within a Dynamic Package, you must submit a request to VAS HOLIDAYS. Changes or cancellations are not processed immediately.
• The support team will review your request, inform you of applicable conditions for each service, and provide any additional charges or refundable amounts.
• Once confirmed, the updated status will reflect as Cancelled or display the amended details in the booking area.

(d) Customer Responsibility

• Customers are responsible for understanding the independent nature of services within a Dynamic Package and ensuring compliance with the policies and terms of each supplier.
• Any delays in notifying VAS HOLIDAYS or failure to comply with individual supplier policies may result in non-fulfilment or additional costs, for which VAS HOLIDAYS assumes no liability.

9.7 Groups

(a) Group Booking Status

• Group offers are processed on an ON-REQUEST basis. A reservation is not considered finalized immediately after the booking procedure.
• Customers will receive a response from VAS HOLIDAYS’ support team within 48 hours, confirming whether the group offer has been accepted or rejected.

(b) Confirmation of Group Bookings

• Once the group booking is confirmed, it will be subject to the cancellation and change policies that were accepted at the time of booking.
• It is the Customer’s responsibility to review and understand these policies prior to completing the reservation.

(c) Changes or Cancellations by the Customer

• If you wish to change or cancel a group booking, you must submit a formal request to VAS HOLIDAYS.
• Change or cancellation requests are not processed immediately. The support team will review the request, inform you of the applicable conditions, and provide any additional charges or refundable amounts.
• Once the change or cancellation is finalized, the updated status will be reflected as Cancelled or will display the amended details in the booking area.

(d) Responsibility and Liabilities

• Customers are responsible for ensuring all participants in the group booking comply with the terms and conditions of the reservation.
• VAS HOLIDAYS assume no liability for issues arising from delays in communication or non-compliance with supplier-specific policies.

9.8 Charters

(a) Charter Booking Status

• Charter offers are processed on an ON-REQUEST basis. A reservation is not considered finalized immediately after the booking procedure.
• Customers will receive a response from VAS HOLIDAYS’ support team within 24 hours, confirming whether the charter offer has been accepted or rejected.

(b) Confirmation and Applicable Policies

• Once the charter booking is confirmed, it will be subject to the cancellation and change policies accepted during the booking process.
• Customers must review these policies thoroughly before proceeding with the reservation.

(c) Payment Methods and Deadlines

• Payment Options: Payments for charter bookings cannot be made via credit card. The only accepted method is Bank Transfer.
• Prepayment Requirements:

1. A 30% non-refundable prepayment is required at the time of booking.
2. The remaining balance must be paid no later than 21 days prior to the departure date.

• Failure to meet these payment deadlines may result in the cancellation of the booking without a refund of the prepayment.

(d) Changes or Cancellations by the Customer

• If you wish to change or cancel a charter booking, you must submit a formal request to VAS HOLIDAYS.
• Change or cancellation requests are not processed immediately. The support team will review the request, inform you of applicable conditions, and provide any additional charges or refundable amounts, if applicable.
• Once finalized, the updated status will be reflected as Cancelled or display the amended details in the booking area.

(e) Responsibility and Liabilities

• VAS HOLIDAYS assume no liability for:

1. Delays in processing customer requests for changes or cancellations.
2. Non-compliance with payment deadlines or policies leading to cancellations. 

9.9 AI Trips

(a) Purpose and Functionality

• The AI Trips tool is an automated system designed to provide users with multiple travel package or product suggestions based on the search criteria entered.
• The tool is intended solely to advise or offer ideas for potential travel options. It does not guarantee to meet specific requirements or provide a definitive solution to any request.

(b) User Responsibility

• Users are responsible for carefully reviewing all details provided by the tool to ensure they align with their travel plans and desired package.
• Any inaccuracies, omissions, or discrepancies in the AI-generated suggestions are not the responsibility of VAS HOLIDAYS.

(c) Limitation of Liability

• VAS HOLIDAYS do not guarantee the accuracy, completeness, or final suitability of the recommendations generated by the AI Trips tool.
• The final decision to proceed with any option lies solely with the user, and any subsequent bookings will be subject to the terms and conditions applicable to the selected services or packages. 

9.10 Ideas

(a) Marketing Purpose

• Any Idea displayed on the VAS HOLIDAYS website is created for marketing purposes and is published by our travel agents to inspire potential travel plans.
• The rates, availability, and details associated with these Ideas are not fixed and are subject to change at any time based on supplier availability, current rates, and other factors.

(b) User Responsibility

• It is the user’s responsibility to thoroughly review all details, including rates, availability, and supplier conditions, before finalizing a booking.
• Users must ensure that the Idea aligns with their travel preferences and requirements before proceeding to confirmation.

(c) Saved Ideas

• When an Idea is saved to a user’s account, it functions solely as a booking quote that reflects the rates and availability at the moment it is saved.
• Saved Ideas are not equivalent to confirmed reservations and remain subject to change. If the user decides to proceed with booking the same Idea after saving it, they must verify all updated details before confirmation.

(d) Limitation of Liability

• VAS HOLIDAYS assume no liability for changes in rates, availability, or other details associated with Ideas, as these are dependent on suppliers and external factors.
• Users acknowledge that any saved Idea is a preliminary quote and does not guarantee the availability or pricing of the services until the booking is finalized.

Cancellation and Amendment Policies

Flights

- Cancellation terms vary by airline and fare type.

- Non-refundable fares cannot be canceled.

- Amendments (e.g., date or passenger name changes) subject to airline rules.

- Amendment fees may include airline charges and VAS HOLIDAYS processing fees.

- Airline cancellation fees apply.

- Refunds depend on fare type (non-refundable or partially refundable).

- Refunds (if applicable) may be impacted by currency exchange rate variations.

Hotels

- Cancellation policies are determined by the hotel.

- Policies are outlined in the confirmation email.

- Last-minute cancellations may incur higher penalties.

- Amendments (e.g., date changes) are subject to hotel approval and availability.

- Hotel-specific fees may apply.

- Refunds are processed based on the hotel’s policy.

Charters

- 30% prepayment is non-refundable.

- Full payment is required 21 days prior to departure.

- No refunds for cancellations after final payment.

- Amendments are not guaranteed and subject to supplier approval.

- Non-refundable prepayment.

- Refunds depend on supplier-specific policies.

Dynamic Packages

- Each component (flight, hotel, etc.) follows its own cancellation policy.

- Amendments to individual components are subject to their specific policies and supplier approval.

- Refunds for individual components are processed based on supplier-specific policies.

Groups

- Group cancellation policies are defined during the booking process.

- Amendments for group bookings require supplier approval and may incur additional charges.

- Refunds (if any) are subject to supplier-specific policies.

Transfers

- Cancellations must comply with supplier-specific timelines.

- Amendments are subject to supplier approval and availability.

- Refunds for cancellations depend on the transfer supplier’s policy.

Activities

- Cancellations may be subject to supplier-imposed deadlines and penalties.

- Amendments (e.g., change of date) are subject to supplier policies.

- Refunds depend on the supplier’s policy and availability.

Car Rentals

- Cancellations are subject to the rental company’s terms.

- Amendments (e.g., driver details or rental dates) may incur additional charges from the supplier.

- Refunds for cancellations are processed as per the rental company’s terms.

10. Customer Service

(a) Office Hours and Contact Details

• VAS HOLIDAYS customer service is available during the following hours:
• Monday to Saturday: 09:00–18:00 (Albanian local time).
• For inquiries and support during office hours, you may contact us via:
• Phone: +355 694 063 418
• WhatsApp: +355 694 063 418
• Email: book@vasholidays.com

(b) Emergency Line

• For urgent matters that occur outside office hours, such as on-the-spot issues or failed or pending bookings, you may contact our emergency line at +355 694 063 418.
• The emergency line is available exclusively for emergencies within a 24-hour timeframe. For all non-urgent inquiries, please contact us during regular office hours.

(c) Guidelines for Using the Emergency Line

• When contacting the emergency line, please note that the line may be busy assisting other callers. In such cases, it is your responsibility to continue attempting to reach the line until you can speak with a representative.
• Once connected, clearly state your issue and provide all necessary details to ensure prompt assistance.

(d) Limitations of Assistance

• The emergency line is not equipped to handle general inquiries or non-urgent matters outside regular office hours. Such requests should be directed to our customer service team during office hours to ensure appropriate handling.

11. Governing Law and Dispute Resolution

(a) Governing Law

• These Terms and Conditions, and any disputes or claims arising out of or in connection with them, shall be governed by and construed in accordance with the laws of the Republic of Albania.

(b) Competent Court

• Any disputes arising from or relating to these Terms and Conditions, including their interpretation, execution, or validity, which cannot be resolved amicably, shall be submitted exclusively to the jurisdiction of the Tirana District Court of General Jurisdiction.

(c) Amicable Resolution

• Before initiating any legal proceedings, the parties shall endeavor to resolve disputes amicably through direct negotiations. If no resolution is reached within 30 (thirty) calendar days from the date a formal dispute notice is served, either party may refer the matter to the competent court as specified above.