Cancellation Policy and Penalties

Last updated: October 17, 2025

1. General Provisions

This policy applies to all travel services intermediated or organized by Open Travel S.R.L., including:

• Complete tour packages (flight + accommodation + services)
• Airline tickets
• Hotel reservations
• Cruises
• Car rentals
• Individual travel services

2. How to Cancel

2.1. Cancellation Procedure

To cancel a reservation, the customer must submit a written request to Open Travel via:

• Email: office@opentravel.ro
• At the agency office (Monday-Friday, 9:00 AM-6:00 PM)
• Registered mail with acknowledgment of receipt

Note: Cancellation by phone is not accepted. Written confirmation is mandatory.

2.2. Cancellation Date

The cancellation date is considered:

• The date of receiving the cancellation email during business hours
• The registration date at the office
• The acknowledgment of receipt date (for registered mail)

Requests received outside business hours are processed on the next business day.

3. Standard Penalties for Tour Packages

According to Romanian legislation, in case of cancellation due to the customer's fault, the following penalties apply:

4. Service-Specific Penalties

4.1. Airline Tickets

• Flexible tickets: Modification/cancellation fee according to the airline (varies between 50-150 EUR)
• Low-cost tickets: Usually non-refundable and non-modifiable
• Business/first class tickets: High flexibility, reduced fees (50-100 EUR)

Note: Exact conditions are communicated at the time of booking.

4.2. Hotel Reservations

Depends on the hotel's policy:

• Free cancellation: If cancellation is made 24-72 hours before check-in
• Non-refundable rates: 100% penalty regardless of cancellation time
• Standard rates: One night penalty if cancellation is made less than 7 days in advance
• No-Show: Minimum penalty 1 night, maximum entire stay

4.3. Cruises

Cruises have strict cancellation conditions:

• More than 90 days before: 25% penalty
• Between 89-60 days: 50% penalty
• Between 59-30 days: 75% penalty
• Less than 30 days: 100% penalty

4.4. Car Rentals

• Cancellation more than 48 hours before: No penalty or minimal penalty (10-20 EUR)
• Cancellation less than 48 hours: 50-100% penalty of reservation value
• No-Show: 100% penalty

4.5. Senior and Corporate Travel

Standard penalties for tour packages apply, with the possibility of negotiating special conditions for large groups (over 10 people).

5. Special Offers

5.1. Early Booking

Early Booking discount reservations have more restrictive conditions:

• Non-refundable deposit of 30-50%
• Higher penalties than standard offers
• Limited modification possibility

5.2. Last Minute

Last Minute offers are usually:

• Non-refundable in case of cancellation
• Non-modifiable
• 100% penalty regardless of cancellation time

5.3. New Year's, Holiday Offers

For special programs (New Year's, Christmas, Easter):

• 50% penalty more than 45 days in advance
• 100% penalty less than 45 days in advance

6. Reservation Modifications

6.1. Modification Fee

For modifications to the reservation (date change, destination, traveler names):

• Administrative fee: 50-100 RON per modification
• Price difference: If the new service is more expensive
• Supplier penalties: Fees applied by airlines, hotels, etc.

6.2. When Modifications Cannot Be Made

• For low-cost airline tickets
• For non-refundable rate reservations
• Less than 72 hours before departure
• For services already issued/definitively confirmed

7. Unavoidable and Extraordinary Circumstances (Force Majeure)

7.1. Legal Definition

According to Romanian law, unavoidable and extraordinary circumstances include:

• Wars, armed conflicts, terrorist acts
• Natural disasters (earthquakes, floods, volcanic eruptions)
• Officially declared pandemics, epidemics
• General strikes in the destination country
• Foreign Ministry travel alerts for the respective area

7.2. Customer Rights in Case of Force Majeure

In force majeure situations that significantly affect package execution:

• Right of withdrawal without penalty
• Full refund of amounts paid
• Free rescheduling of the trip

The agency will inform the customer about the situation and options within 24 hours of the event.

7.3. Proof of Force Majeure

The customer must present:

• Foreign Ministry travel alert
• Official communication from authorities
• Medical certificates (in case of serious illness)
• Other supporting documents

8. Cancellation Insurance

8.1. What It Covers

We recommend purchasing cancellation insurance that covers:

• Illness or death of traveler or family member
• Serious accidents
• Job loss (dismissal)
• Serious property damage
• Court summons

8.2. Cost

Cancellation insurance cost is approximately 5-7% of the tour package value.

8.3. Partners

Open Travel collaborates with: Allianz, Mondial Assistance, Euroins, Uniqa

9. Refunds

9.1. Refund Period

After deducting penalties:

• Refund within 14 days for cancellations more than 30 days in advance
• Refund within 30 days for other cases
• In case of force majeure: 14 days from the originally scheduled date

9.2. Refund Method

• Bank transfer (to the account from which payment was made)
• Credit for future travel (upon customer request)

Note: Refund is made in the same manner as payment was made.

9.3. Non-Refundable Amounts

• Visa fees paid
• Modification fees already charged
• Bank fees
• Services already provided (e.g., issued insurance)

10. Cancellation by the Agency

10.1. Reasons

Open Travel may cancel the reservation in the following situations:

• Non-compliance with payment deadlines by the customer
• Insufficient number of participants (for group tours)
• Unavailability of services from suppliers
• Force majeure

10.2. Consequences

In this case, the customer is entitled to:

• Full refund of amounts paid
• Alternative package of equivalent value
• No penalties from the agency

11. No-Show

If the customer does not show up for departure or boarding without prior notice:

• 100% penalty applies
• No refund
• All reserved services are charged

12. Transfer of Reservation to Another Person

According to Romanian law, the customer can transfer the reservation to another person if:

• Notice given at least 7 days before departure
• New person meets travel conditions
• Administrative fee of 50-100 RON paid
• Any additional supplier costs paid

13. Complaints

In case of dissatisfaction with the cancellation process:

1. Contact Open Travel in writing: office@opentravel.ro
2. Response within maximum 15 business days
3. If not satisfied, you can contact ANPC or request mediation

14. Applicable Legislation

This policy complies with:

• Romanian Government Ordinance no. 2/2018 regarding travel packages
• EU Directive 2015/2302
• Romanian Consumer Protection Act
• ANPC regulations

15. Contact

For questions regarding the cancellation policy:

• Email: office@opentravel.ro
• Phone: +40 723 290 396
• Hours: Monday-Friday, 9:00 AM-6:00 PM