Terms Of Services
The General Terms and Conditions of Travel Arrangements are an integral part of the booking contract, concluded between the company Mtours d.o.o., Prešernova cesta 3, 4260 Bled or any other accredited agency and the passengers booking a particular travel arrangement. As soon as the interested passenger orders a certain travel arrangement in the Agency, online, by phone or e-mail, it is assumed that he/she has accepted the General Terms and Conditions. The booking made by the passenger is obligatory and therefore for the passenger may cancel his/her booking only in accordance with the general conditions for canceling the booking on behalf the passenger. The passenger is responsible for all costs and consequences that may arise from false information given at the time of booking.
Booking and Payment
The passenger can book any travel arrangements (day trips, weekend breaks, specials, day trips packages and tour with transportation, professional guides,…) at the Mtours d.o.o. office, online, at any other accredited agency/hotel, by e-mail or phone. Upon booking, Mtours d.o.o. and the passenger agree on a travel contract which contains the information about the travel arrangement chosen by the passenger or in other cases the travel contract refers to the travel arrangement program which consist of all information about the chosen travel arrangement program. The passenger must provide all the information requested by Mtours d.o.o. and his/her personal documents requested in the travel arrangements program.
Multiday tours, professional guides:
At the time of booking the passenger must pay the amount of 30% of the total value of the travel arrangements or follow the instructions specified in the travel arrangements program. The passenger must pay the balance of the tour package price at the latest 30 days before the departure day or as indicated on the booking form/travel agreement. If the passenger does not pay the balance of the travel arrangement on time, it is assumed that he/she has canceled his/her booking and in this case the company Mtours d.o.o. on behalf of the passenger will follow the provisions of the General terms and Conditions for cancellation of travel arrangement.
Day trips, transporation:
Upon confirmation from Mtours d.o.o., will reserve a space for the passenger on the selected trip. It is the passenger’s sole responsibility to check the accuracy of the booking and the dates of travel. Mtours d.o.o. reserve the right to accept or reject any booking for any reason, including but not limited to passenger’s failure to make timely payments to Mtours d.o.o., your cancellation or rescheduling of the trip or event or the lack of space on the desired trip or event. Once the passengers online booking is complete in all respects, Mtours d.o.o. will issue you a confirmation voucher and send it to the email address you have provided. At the time of booking the passenger must pay the total value (100%) of the day trip or follow the instructions specified in the travel arrangements program.
Please contact us if you do not receive a booking confirmation, as it might mean that your order has not been successfully processed or there are internet communication problems. If you do not receive a written confirmation, please check your junk email folder to see if the email has landed there, then please also check that the email address you entered was indeed the correct one. If you have not received the written confirmation from Mtours d.o.o., please email us at [email protected] giving us your full name, the tour or event you booked (including as much specifics (time, date, etc.) as possible) and request that Mtours d.o.o. resend you the confirmation voucher.
Mtours d.o.o. accepts all major credit cards (Visa, Visa Electron, MasterCard and Maestro). Credit card statements require certain information and are only processed after a completed Mtours d.o.o. submission form has been submitted. There are no fees or service charges for processing credit or debit card payments. Full payment by credit or debit card is required for a reservation.
The passenger can pay to Mtours d.o.o. bank account by bank transfer.
Price of Travel Arrangement
The price of the travel arrangement is stated in each travel program and is valid from the day of publication of the respective program. The prices for all arrangements are given in EUR. The company Mtours d.o.o. reserves the right to change the prices (the Obligations Code changes are due to changes in currency exchange rates, changes in transport tariffs, changes in fuel prices…). In case of price changes, the company Mtours d.o.o. is obliged to inform the passenger at least 20 days before the departure day. If the agreed price of the travel arrangement increases by more than 10%, the passenger has right to cancel his/her booking without further costs, but this must to be done no later than 2 days after receipt of the notification of the price change. It is Mtours d.o.o. right to state in the travel program that the passenger is obliged to pay all services provided to the passenger abroad directly to the person who provided these services as specified in the program. In this case the passenger is obliged to make all his/her claims abroad (where the payment was made).
Categories and Services
Unless otherwise stated in the travel program, the price of the travel arrangement includes all costs for transport, accommodation and meals, as well as the travel organization and travel guide. Special services are those costs that are not included in the price of the travel arrangement (single room or rooms other than those that are offered in the basic travel arrangement, special meals, additional excursions, …) or are listed in the travel arrangement itself as services for an additional charge (visa, airport tax, tourist tax,…). These services must be paid separately by the passenger. At the time of booking, the passenger can express his/her wishes regarding special services; if these are possible, the passenger must make an additional payment. During the trip, the special services (in the appropriate foreign currency) must be paid to the guide or the representative of Mtours d.o.o., wherever these services take place. The categorization of the accommodation (number of stars) listed in the travel arrangement programs is given by the holiday destination or is indicated by the national categorization of each country. The company Mtours d.o.o. has the right to inform the passenger of the name of the accommodation upon arrival at the destination, if not already stated.
When booking tours, day trips or any other travel package/ Event through Mtours d.o.o. or any other licensed provider of Mtours d.o.o products, your personal contact information will need to be given in order that we are able to contact you before or during the trip/tour that you booked and for the purposes of billing. All information given must be correct and true. Providing of false information that are essential to for the trip and calculation of the final price that you are paying is a felony and will be reported to the authorities. If that is the case Mtours d.o.o has the right to withdraw from the contract and no re-funds will be made.
When booking tours, day trips or any other travel package/ event through Mtours d.o.o or any other licensed provider of Mtours products you will need to choose your age group, based upon which the price will be given to you. All information given needs to be correct and true. The age/pricing categories goes as listed below:
Infant (0-2): The category applies for all people aged between 0,1 and 2 years of age. If you are traveling with an infant please note that you need mark that when making a booking for your trip/tour. As this is essential information for all trips and tours where any type of transportation is included. If you have not chosen an infant category when booking a trip for your child that is less than 2-year-old, but still show up on the departure with an infant, we Mtours d.o.o. have the right to cancel the contract on the spot with the parent and the child. As the Slovenian law (or the law of the country where the trip/tour is being made) demands the infant seats for all infants and children. Infants are not permitted to seat on the laps of parents as they need the special seats. This is also the reason why we are charging the travel of an infant in the first place as he/she needs to have its own seat in the bus/car/van or any other transporting vehicle. If an overnight is included in the program that you are booking please note that infants will not be provided an extra bed and they are required to sleep in the same bed as parents. Special arrangements can be made for infant bed (cribs – nursery beds) if requested when the booking is being made and for a surcharge.
Children (2-14): The category applies for all people aged between 2 and 14 years of age. The same regulations as for infants apply for the children that are measuring less than 150cm in height. As children are entitled to some discounts for entry fees and hotel accommodation, we are more than happy to offer a discounted price for our trips and tours from children. Children will be accommodated in the same room as parents, or a connected room. They will sleep in their own beds or a pull-out bed (depends on the hotel/accommodation). If the program includes any culinary experience that includes alcohol beverages, then kids will be provided a soft drink as they are not allowed to drink alcohol beverages until they reach 18 year of age, by the Slovenian law.
Youth (15-18): The category applies for all people aged between 15 and 18 years of age. Youth children will be accommodated in their own room, or a connected room next to their parents. If the program includes any culinary experience that includes alcohol beverages, then a minor will be provided a soft drink as they are not allowed to drink alcohol beverages until they reach 18 year of age, by the Slovenian law.
Adult (18-64): The category applies for all people aged between 18 and 64 years of age.
Senior (65-xx): The category applies for all people aged between 65 and 100 years of age.
Amendment and Cancellation of Booking
For each change after the booking has been made (when filling out the booking form), if the change is possible at all, Mtours d.o.o. will charge the passenger the amount of 15 EUR. The passenger has the right to cancel the booking. The cancellation of the booking must be made in writing. In this case Mtours d.o.o. reserves the right to claim from the Passenger the costs incurred by the Agency due to the cancellation of the reservation. The amount of the costs depends on the date of receipt of the written cancellation of the booking. Unless otherwise stated in the travel contract, the following cancellation conditions apply:
Return policy for Mtours d.o.o. multiday tours, private day trips and holiday packages:
Period before a departure when notice of cancellation is received
Percentage of total booking price
More than 70 days before departure
Deposit and non-refundable items
Between 70 and 42 days before departure (inclusive)
50% of total cost
Between 41 and 31 days before departure (inclusive)
75% of total cost
30 days or less before departure (or failure to join the holiday or failure to pay any local payment due)
100% of total cost
No refunds will be given for no-shows.
Return policy for Mtorus d.o.o for individual travelers on scheduled day trips:
Any cancellation up to 48 hours before the trip is free of charge.
For any cancellations received later or no-shows, a cancellation fee will be charged in the amount of the travel price.
Cancellation of Travel or Change of Travel Program
According to the valid legislation, Mtours d.o.o has the right to cancel group programs at least 7 (seven) days before the planned departure date if not enough bookings have been made for the tour. Mtours d.o.o. day trips can be canceled at the latest the day before the planned trip. The minimum number of passengers is determined individually for each program. If the number of passengers does not reach the minimum number necessary for the execution of the travel arrangement, the Organiser does not take responsibility for the compensation to the passengers who booked the trip/tour, but each passenger will be refunded the full amount of the payment previously made by him/her. The company Mtours d.o.o. has the right to partially or completely withdraw from the travel contract if during the duration of the trip/tour or during the implementation of the program unexpected circumstances occur which could not be foreseen, eliminated or avoided, but which constitute a legitimate reason for the company Mtours d.o.o., for which the travel agency would not have concluded the travel contract if these circumstances had existed at the time of the conclusion of the contract. Mtours d.o.o. has the right to change the date or time of departure due to the change in the date or time of departure of the means of transport booked for the trip/tour or in case of force majeure, as well as the right to change the direction of the trip/tour due to changes in the conditions of trip/tour (new timetable, unstable conditions in the country of travel, natural disaster or any other unexpected cause beyond our control) without any compensation for the damage and in accordance with the valid regulation of passenger transport. As Mtours d.o.o. cannot be held responsible for the program changes due to force majeure that may occur during the implementation of the program, in this case the agency has the possibility to offer the passengers its services in another form that the existing conditions allow. Mtours d.o.o. has the right to withdraw from the travel contract, in whole or in part, for the duration of the trip/tour if the passenger does not follow the rules of conduct that apply to certain types of transportation or in certain accommodation, and if the passenger’s conduct endangers the well-being and health of other passengers and prevents the Agency representative from implementing the travel program.
Mtours d.o.o. is not responsible for any delay, deviation, or cancellation due to weather conditions. No trip may be cancelled or changed by Passenger at anytime on the basis of weather conditions.
Mtours d.o.o. is not responsible for delays due to labor disputes, border problems or other political factors.
Mtours d.o.o. is not responsible for delays due to mechanical failure, or other issues that may arise and are outside of Mtours d.o.o. control.
Customs and Currency Control Regulation
Passengers must comply with the customs and currency control regulations of the Republic of Slovenia and other countries to which they travel. Should the passenger be unable to continue the journey due to non-compliance with these regulations, the passenger alone shall bear the consequences and costs arising from such a situation.
According to the regulation of the World Health Organization the passenger is necessary to be vaccinated before travelling to certain countries and to obtain appropriate documents confirming the vaccination. Vaccination is also compulsory in cases where such a health prescription has been accepted after booking. Refusal of vaccination is not an excusable reason for the canceling the booking, unless there are contradictions for the passenger’s health. In this case the passenger must present a medical certificate. The Company Mtours d.o.o. is not responsible for any complications or cancellation of the trip/tour on behalf of the passenger which could arise from the disregard of the health regulations of the country to which the passenger is travelling.
The company Mtours d.o.o. is not responsible and does not bare any costs if the person traveling is sick or has a high temperature and is denied and entrance to the country that he is traveling to. In case that quarantine is ordered to a passenger, or other passengers who were in contact with the sick person, Mtours d.o.o. will not be responsible and does not held the responsibility for any costs that might occur. In case that passenger cannot continue the trip, 100% cancelation costs will apply.
Special Needs Travellers
Any disability requiring special attention must be reported at the time of booking. We will make every effort to accommodate the special needs of disabled participants; however we are not responsible for the refusal of services by transport companies, hotels, restaurants, coaches, minibuses, vans and cars equipped with wheelchair ramps. We cannot offer a tour participant individual assistance for walking, eating, getting in and out of transportation vehicles or other personal needs. Travelers who need assistance must be accompanied by a qualified and physically fit escort.
Luggage is transported free of charge up to a certain weight limit set by the company that is providing transport. Mtours d.o.o accepts no responsibility for lost or damaged luggage. The passenger must report the lost or damaged luggage in writing to the company that provided the transport or to the accommodation, where the passenger is staying. When travelling by plane the airline is responsible for luggage according to the regulations applicable to international passenger traffic. If the luggage is lost, the passenger must fill in the form PIR of airline with which is he/she has travelled. After filling in the form, the passenger PIR must hand one copy of the form to the airline representative and keep the other copy for himself/herself. Upon receipt of this form, the airline will reimburse the passenger for the compensation of the lost or damaged luggage, in accordance with the rules applicable to international air passenger transport. The Company Mtours d.o.o. is not responsible for the theft or damage of the luggage or other personal belongings, valuables and documents of the passenger in the accommodation where the passenger is staying (hotels, hotel rooms, apartments, etc.).
Every passenger – holder of the travel contract, has the right to complain about unsuitable services. According to the regulation of the Consumer Protection Act, the passenger has to inform as soon as possible all irregularities and deviations from the agreed and paid travel arrangements to the person responsible for the services (whoever performs them) or to the local representative at the destination as soon as possible. If the the passenger fails to do so, he/she cannot submit a written complaint after his/her return if the defects have not been fully remedied. The form for reporting the deficiencies must be obtained from the Agency’s representative at the destination. The passenger must submit a written complaint no later than 60 (sixty) days after completion of the journey. If the passenger misses the statuary deadline for filling a complaint in the company Mtours d.o.o. will not consider his complaint. Without a written complaint Mtours d.o.o. will not consider any claims for reduction of the travel price or other types of refunds and other claims. The organiser does not consider any group complaint, which would be signed by several passengers – holders of the travel contract, resulting from a complaint claim. The passenger must attach to the written claim for a discount, refund or other claim a corresponding confirmation from the hotel manager, transport service provider or other authorized person confirming the passenger’s claims on the basis of which the passenger requests the refund (e.g. confirmation of payment). If Mtours d.o.o. is responsible for the non-execution of the program or individual services, the passenger is entitled to a refund in the amount of the actual value of the non-executed services or according to the applicable regulations of the Consumer Protection Act, except in cases where Mtours d.o.o. has the right to cancel the travel arrangement or change of travel program.
The prices of the travel arrangements include, unless otherwise stated in the programme, a basic accident insurance, but no health insurance, i.e. the passengers are responsible for their own insurance. When travelling abroad, it is recommended to take out a health insurance with global coverage.
All prices of the programs of Mtours d.o.o. includes VAT. By booking, each passenger gives the company Mtours d.o.o. his permission to use the photos and videos taken during the trip/tour (the photos and videos may include any passenger) for advertising and commercial purposes. Participation in any of our travel arrangements is strictly voluntary. As in all human endeavors, there is a level of risk. We do our best to keep the risk at a minimum. The Company Mtours d.o.o. is not responsible for the behaviour of passengers or for any damage they would cause during the trip/tour. In case of any legal disputes or claims arising out of travel services provided by Mtours d.o.o. the laws of Slovenia shall have exclusive juristiction. The Court in Kranj shall have exclusive juristiction in case of any disputes or claims. Mtours d.o.o. is not responsible for eventual errors in the promotional material (catalogues, leaflets and websites). These general terms and conditions replace all the previously issued general terms and conditions.
last updated April 2, 2022.