Travel terms and conditions

Applicable terms

These terms and conditions apply to Sultan Travel trips, supplemented by the statutory rules on package travel. Sultan Travel is a member of the VvKR. Where these terms are silent, the VvKR consumer conditions apply (www.vvkr.nl).

How the contract is formed

A request is non-binding and is not a booking. The travel contract is formed when you receive our travel confirmation. Check that confirmation straight away. Any inaccuracies must be reported to us within 5 working days at the latest. Inaccuracies reported later may no longer be correctable, or only at a cost.

Travellers under 18 need written permission from an adult.

Price and payment

Once you have agreed, you pay a deposit. This is usually 30 percent of the trip price; the exact percentage is stated on your travel confirmation. You pay the balance well before departure, no later than the date stated on your travel confirmation. If you book shortly before departure, the full amount may be due immediately. Sultan Travel does not charge booking fees. The premium of an insurance, if you take it out through us, is stated on your travel confirmation.

If you do not pay on time, Sultan Travel may terminate the contract. The cancellation costs set out in these terms then apply.

A successful payment does not mean your trip is confirmed. A trip is only confirmed once all its components have been confirmed (see the Payment page).

Price changes are only possible within the limits the law sets for package travel. Obvious errors in our rates, on the website or in advertisements do not bind Sultan Travel.

Protection of your travel money

Your travel money is financially protected through GGTO if the travel organiser becomes insolvent, under the European Package Travel Directive. This also applies to travellers from other EU countries. How this works and how it differs from the VvKR is explained on the Security and protection page.

Cancellation by the traveller

If you cancel yourself, you must tell us in writing. Cancellation costs, as a percentage of the trip price, are then due depending on when you cancel:

• up to 42 days before departure: the deposit
• from 42 to 28 days before departure: 35 percent
• from 28 to 21 days before departure: 40 percent
• from 21 to 14 days before departure: 50 percent
• from 14 to 5 days before departure: 75 percent
• from 5 days before departure up to the day of departure: 90 percent
• on the day of departure or later: the full trip price

Cancellation insurance can cover these costs under conditions. See also the Changing and cancelling page.

Change or cancellation by Sultan Travel

Sultan Travel only changes or cancels a trip in the event of serious circumstances. We will then inform you as soon as possible and state the reason. If we make a change, you can cancel free of charge within the period stated in our message, usually one week. We will try to offer you an equivalent trip. If we cancel the trip, you are entitled to a refund of what you have paid.

Obligations of the traveller

You are responsible for:

• a valid passport or ID card and any visas or other documents required for your destination
• names on the booking that match your travel document exactly
• being on time for departure, at the airport and for transfers
• checking and, where necessary, reconfirming your return flight in good time, as instructed in your travel documents

Damage or costs resulting from missing travel documents or arriving late are for the traveller’s account.

Air travel

Departure times are indicative. An airline may change times and flights, even shortly before departure. Stopovers are possible. Children under 2 years old do not have their own seat. If a child turns 2 during the trip, a separate ticket is needed for the return journey. The Montreal Convention and the European passenger rights rules apply to air travel. The baggage you may take is stated in your travel documents.

Accommodation

Check-in and check-out take place at the times set by the accommodation. A preference, for example for a particular room, is not guaranteed unless expressly agreed. Before and after the main season, some facilities may be closed. If you shorten or extend your stay on site, you pay for that there, and a changed return flight is at your own expense.

Liability

Sultan Travel is liable for the proper performance of the trip in accordance with the law and the VvKR conditions. We are not liable for damage resulting from circumstances beyond our control, such as natural disasters, war, terrorism or political unrest, or for services offered locally by third parties and not booked by us, such as individual excursions, to the extent the law permits. Damage that a travel or cancellation insurance normally covers falls outside our liability.

Complaints

Report a complaint immediately on the spot, so that it can still be resolved during the trip. Complaints that were not reported on site may no longer lead to compensation afterwards. How to submit a complaint is explained on the Complaints page.