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Booking terms & conditions

TERMS AND CONDITIONS FOR TOURIST PRODUCTS AND TRANSFER SERVICES

I. LEGAL NATURE OF SERVICES AND IDENTIFICATION OF PARTIES

  1. Exclusive Scope (Tourist Products): All passenger transfers, excursions, travel arrangements, and related services offered via the booking channels and websites of the Organizer (including, but not limited to: traventuria.com, busbansko.com, skibansko.bg, skiborovets.bg, my.traventuria.com) constitute strictly and exclusively an individual tourist service / travel package component pursuant to the Bulgarian Tourism Act. The Organizer does not operate and does not offer public scheduled coach line services.
  2. Organizer of the Tourist Product: All tourist services are organized and delivered by the registered tour operator TRAVENTURIA LTD., UIC 200693567, registered address: 54 Gorski Patnik Str., ground floor office, Lozenets district, Sofia, Bulgaria (Tour Operator Registration Certificate # RK-01-6434).
    Tour Operator Liability Insurance: The validity, insurer policy details, and coverage limits of the mandatory Tour Operator Liability Insurance (pursuant to Art. 97 of the Bulgarian Tourism Act) are subject to public inspection at any time in the official National Register of Tour Operators and Travel Agents of the Ministry of Tourism of the Republic of Bulgaria at: https://tourism.egov.bg/.
  3. Operating Road Carrier (Subcontractors): Passenger and baggage road carriage is executed in the form of occasional passenger transport pursuant to Road Transport Legislation. For the physical execution of carriage, the Organizer contracts licensed road transport operators — TRAVENTURIA TRANSPORT LTD., UIC 207174525 (holding EU Community Passenger Transport License # 10966), or any other independent, duly licensed road transport subcontractor holding a valid passenger carrier license issued by the competent authorities in the Republic of Bulgaria or the EU. Carriage on board is conducted strictly under the safety rules of the operating carrier.
  4. Sales via Third-Party Distributors (B2B Channels): Where a tourist product is purchased through third-party retail platforms, travel agents, or distribution networks (including, but not limited to: Distribusion Technologies GmbH, FlixBus, Busbud, Obilet, Booking.com, Heidi, WeSki, Ski-Lifts, 12Go, etc.), the commercial sale and payment contract exists solely with that third-party vendor. Utilization of the tourist service and carriage on board are strictly governed by these Terms and Conditions.

II. SEATING POLICY (OPEN / UNASSIGNED SEATING)

  1. Open Seating Basis: All tourist transfers are operated on an Open Seating (First-Come, First-Served) basis. Passengers occupy available seats in the vehicle in the physical order of boarding.
  2. Third-Party Seat Numbers Void: Any seat numbers, seating charts, or seat preferences displayed on tickets or vouchers issued by external platforms (FlixBus, Busbud, Obilet, etc.) represent automated system references of those platforms, are for their internal information only, and are not recognized, not guaranteed, and not enforceable by the Organizer or the operating carrier.
  3. Parties Traveling Together: The Organizer and the carrier do not guarantee adjacent seating for groups or families, particularly when boarding at intermediate meeting points along the itinerary. Claims for refunds or price reductions based on seat assignments will not be entertained.

III. ONLINE CHECK-IN AND PASSENGER MANIFEST

  1. Mandatory Check-in for Occasional Transport: Under Bulgarian road transport regulations governing occasional passenger transport, an official tourist passenger manifest must be compiled prior to vehicle departure. The Customer must complete the Online Check-in at my.traventuria.com prior to departure, providing full passenger names, an active mobile contact, and flight information.
  2. Flight Details: For airport transfers, the tourist must enter accurate flight details. For charter flights or flights not automatically verified by APIs, manual entry of arrival times is required.

IV. RIGHTS AND OBLIGATIONS

  1. Customer Obligations:
    • Must check the accuracy of their tourist voucher and arrive at the designated meeting point on time, according to the itinerary. In case of delay or No-Show, no refund or free rebooking shall be due.
    • Must comply with crew safety instructions. The customer bears full financial liability for any damage caused to the vehicle.
    • Children under 14 years of age must be accompanied by an adult.
  3. Organizer and Carrier Rights:
    • The driver or representative reserves the right to deny boarding to persons appearing intoxicated, under the influence of drugs, or exhibiting aggressive behavior, with no right to a refund.
    • For road safety, drivers do not accept phone calls while driving. Passenger communication is conducted in writing (WhatsApp / Dispatch).
    • Vehicle and driver details are finalized dynamically based on operational schedules and are displayed inside the customer portal 2 to 3 hours prior to pickup.

V. MEETING POINTS AND ITINERARY

  1. Resort Meeting Points (Up to 200m): To ensure itinerary adherence and comply with vehicle size restrictions in mountain resorts (Bansko, Borovets), the pickup or drop-off location may be set at an accessible designated point within 200 meters walking distance from the accommodation.
  2. Modification Cut-Off Times:
    • Pickup address updates (Resort ➔ Airport) are permitted online in the portal up to 30 minutes before the scheduled pickup time.
    • In-Transit Hotel Door Drop-off upgrades (Airport ➔ Resort) can be purchased online while en route, up to 30 minutes prior to resort arrival.

VI. AMENDMENTS AND CANCELLATIONS

  1. Direct Bookings (Purchased via Traventuria websites):
    • Schedule Changes: Customers may change departure times via my.traventuria.com. Same-day switches to earlier departures with available seats are free (0.00 €). Advance changes (>24h) or moving to later departures due to delayed flights are subject to a rebooking fee (10.00 € / person).
    • Cancellations: Subject to the following cancellation fees:
      • 30 days prior: 30% fee (min. 10 € / person);
      • 29 to 15 days prior: 50% fee;
      • 14 to 9 days prior: 70% fee;
      • 8 days or less (including No-Show): 100% non-refundable.
  3. Third-Party / B2B Bookings (Heidi, WeSki, Busbud, FlixBus, Obilet, etc.):
    • Customers may release their seat on the vehicle via my.traventuria.com, which generates an official Cancellation Certificate.
    • Refund Requests: Because payments were collected by the third-party ticket vendor, all refund claims must be addressed directly to that issuing vendor under their respective cancellation terms.

VII. LIABILITY AND FORCE MAJEURE

  1. Neither the Organizer nor the operating carrier shall be liable for delays, missed flight connections, or consequential damages resulting from Force Majeure events beyond their operational control (traffic congestion, road accidents, border/customs delays, adverse weather, road closures, or technical breakdowns).
  2. If a transfer cannot be operated solely due to the fault of the Organizer or Carrier, Traventuria Ltd. refunds up to 100% of the fare paid for the unperformed journey.
  3. The Organizer and carrier are not responsible for lost, stolen, or forgotten baggage. Passengers are insured against travel accidents during the journey.

VIII. BAGGAGE & PROHIBITED ITEMS

  1. Included baggage per person: 1 small cabin bag (up to 5 kg, max 40x30x20 cm) and 1 checked bag in the hold (up to 23 kg). Additional baggage and ski/snowboard equipment must be pre-booked and paid online during check-in, subject to vehicle capacity.
  2. Dangerous goods (firearms, explosives, fireworks, flammable liquids, narcotics, toxic chemicals, unexcised goods, contraband) are strictly prohibited.
  3. Animals are not allowed, except certified guide dogs accompanying disabled passengers.
  4. Smoking (including e-cigarettes/vaping) and the consumption of alcohol inside vehicles are strictly prohibited.

IX. COMPLAINTS

Complaints must be submitted in writing to info@traventuria.com within 10 days following the date of travel, accompanied by the tourist booking reference. Verbal complaints will not be acknowledged.