GENERAL TERMS AND CONDITIONS (GTC) – SATELLITE-ES Ltd.

Tour Operator: SATELLITE-ES Ltd., UIC: 825003948, VAT ID: BG825003948
Registered Office: Bulgaria, Plovdiv, Orfei St. 24
Email: office@satellitetravel.bg

These terms govern the relationship between SATELLITE-ES Ltd. (“TO” – Tour Operator) and its clients, including Travelers (PT) and Third-Party Users (TPL), collectively referred to as Consumers (CO), for tourist packages (TP) and related services. They are issued under the Bulgarian Tourism Act (TA), other Bulgarian legislation, and applicable EU law, including Directive (EU) 2015/2302.

By signing the Travel Package Agreement (TPA), accepting it online and completing payment/booking, Consumers confirm that they have read, understood, and accepted these GTC.

I. Scope

1. These GTC cover the offering, sale, and execution of TP and related services.
2. TO may organize TP by destination, theme, or other criteria.
3. Registration is done at TO offices or online. Details of services, schedule, prerequisites, and optional services are included in the TPA.
4. The TPA may be signed in writing, online, accepted electronically, or by any legally recognized method. For remote agreements, Consumers receive a copy on paper or durable medium.
5. Special rules apply for child, student, or group packages.
6. Total price is in BGN or EUR equivalent, including VAT if applicable. Conversion uses official BNB rate or bank rate on the day of payment. Bank account details:

BG03UNCR70001523177339, BIC UNCRBGSF, UniCredit Bulbank

7. Full and correct payment is required to provide the TP. Partial, delayed, or incorrect payment may prevent service fulfillment.
8. After full payment and meeting all TPA requirements, TO issues a travel confirmation and related documents, which may be electronic.
9. Consumers receive all accompanying documents (tickets, insurance, schedules, recommendations) at least one week before departure, unless otherwise indicated.
10. Each TPA is subject to confirmation of service availability. If any services cannot be provided, TO may offer a substitute TP without penalties.

II. Consumer Information

11. Information provided by TO offices takes precedence; preliminary details are indicative.
12. Before signing the TPA, Consumers receive standard information forms in accordance with Article 82 of the TA and relevant EU legislation.
13. Travel Agents (TA) provide required information when acting as intermediaries.
14. Consumers are responsible for compliance with foreign laws and regulations, including customs, immigration, and health requirements; TO is not responsible for foreign compliance.
15. For facilitated services (e.g., local tours, excursions, transport), the service provider is primarily responsible, and TO acts only as an intermediary, assisting CO where possible.
16. Typical inclusions for package types (where applicable):

• All Inclusive (AI): 3 meals, snacks, drinks, pool/beach access, selected sports and activities.
• Ultra All Inclusive (UAI): Extended facilities, longer meal times, wider selection of drinks, and additional amenities.

III. Consumer Rights and Obligations

17. Provisional reservations are held for 48 hours, then confirmed upon signing TPA and deposit payment.
18. PT may register TPLs and is responsible for notifying them of TPA and GTC terms.
19. 100% deposit is required per participant at booking. Optional services (excursions, room upgrades) may incur additional costs. Mandatory medical insurance for foreign travelers entering Bulgaria is not included; optional insurance is available at an additional cost.
20. TPA may be transferred to another eligible person with prior notice; TO may charge an administrative fee.
21. Both original and new participants are jointly liable for payments and fees.
22. PT must provide accurate documents and cooperate fully with TO and service providers.
23. CO must comply with entry, customs, and currency regulations in Bulgaria and abroad.
24. Minors traveling alone or with one parent must designate a responsible guardian; TO may assist with arrangements but is not liable.
25. CO with disabilities must inform TO/TA prior to TPA; TO will assist where feasible.
26. CO has rights under the TA, including cancellation or acceptance of significant TP changes.
27. CO must obey laws, safety instructions, and regulations during TP.
28. Official travel advice is recommended but not mandatory, unless legally required.
29. For complaints or issues, CO contacts TA first, or TO/local partners if abroad.
30. By signing TPA, CO confirms receipt of all legally required information, including safety, visa, and medical requirements.
31. CO must review the TPA and GTC carefully; claims based on ignorance are not accepted.

Safety, Visa, and Medical Requirements for Bulgaria

• Travelers must carry a valid passport or ID; some nationalities require a visa.
• Travelers must meet health and vaccination requirements; current COVID-19 regulations apply if in effect.
• Travelers are responsible for personal safety and compliance with local laws.
• Official guidance is published by the Ministry of Foreign Affairs (Bulgaria) and embassies; TO provides information but cannot guarantee compliance.

IV. Tour Operator Obligations

32. TO assists CO with travel documents but cannot guarantee visa issuance; CO is responsible for valid documents.
33. Mandatory medical insurance for Bulgarian CO traveling abroad is included; for foreign CO is NOT included, optional supplementary insurance (e.g., extended coverage) is available for extra payment.
34. Departure and arrival times are approximate; TO may adjust schedules. CO must arrive on time: flights – 2.5–3 hours before, buses – 30 minutes before, meetings – 15 minutes before.
35. Bus seating is assigned by registration order; flights follow airline rules.
36. Minor TPA changes may be made before TP start.
37. TO may adjust schedules or services for safety or security reasons.
38. TO assists CO with service issues unless assistance is impossible or disproportionate.
39. If a significant service cannot be provided, TO offers suitable alternatives.
40. TO assists tourists in difficulty; costs caused by the tourist may be charged.
41. Incorrect or late payment allows TO to amend, cancel, or terminate TPA.

V. Insurance

42. TO provides mandatory insurance for Bulgarian travelers; optional insurance is available for foreign travelers at additional fee.
43. Insurance covers urgent medical assistance, accidents, and permanent disability, according to policy terms.
44. Insurance excludes chronic diseases, pregnancy, or pre-existing conditions unless authorized by certificate.
45. CO must review insurance terms carefully; higher-level coverage is available for extra payment.
46. TO/TA provide assistance for travelers with disabilities according to EU law.
47. TO holds professional liability insurance under the Tourism Act.
48. CO receives a certificate of TO insurance coverage before signing TPA.

VI. Prices and Payment

49. Payments are accepted in BGN or EUR equivalent, via bank transfer or online POS.
50. Total price = base price + optional services – no applicable discounts.
51. Deposit and insurance payments are due at TPA signing; full payment due 60 days before travel; optional services due 20 days before travel.
52. Fully prepaid prices are guaranteed unless law or TPA allows change.
53. Late or missing payment may result in refusal to participate with legal consequences.

VII. Amendments, Cancellation, Termination

54. TO notifies CO of significant changes within 2 days.
55. Price changes up to 20 days before travel allowed for transport, taxes, fees, or currency fluctuations.
56. Hotels may be replaced with same or higher category during peak season.
57. Price increases >8% or major changes allow CO to accept, reject, or request replacement TP.
58. TO may terminate TPA without compensation due to force majeure or extraordinary circumstances.
59. CO may cancel without fees for extraordinary circumstances at the destination; refund is limited to payments made.
60. CO may terminate TPA with applicable fees under Article 66 TA.
61. Either party may amend/cancel TPA if services cannot be provided or unforeseen circumstances occur.
62. Minor changes (schedule, hotel, duration) may be made without CO consent.
63. If minimum participant requirements are not met, TO may offer alternatives or cancel TP.

VIII. Penalties and Liability

64. CO termination (cancellation) fees:

• 60–40 days: 5% penalty
• 40–15 days: 50% penalty
• <15 days: 100% non-refundable

65. TO not responsible for airline or transport changes.
66. CO fully responsible for law compliance, documents, property damage, and behavior.
67. TO not liable for delays caused by CO.
68. CO forfeits refunds for missed services due to non-cooperation.
69. Representative signing for CO is jointly liable for damages.
70. Visa or document issues beyond TO control → partial refunds only.
71. TO not liable for service changes requested by CO.
72. TO not liable for force majeure or third-party failures.
73. TO liability limited to paid services only; no lost profits.
74. Contractor Liability: For third-party services (airlines, hotels, transport), liability is governed by international conventions (e.g., Montreal, CMR, Athens) and local law. TO acts as facilitator; CO may seek remedies.
75. Non-TP services → TO facilitates only; CO contacts provider directly.
76. Compensation under law/EU agreements is mutually offset.
77. Refunds/payments processed within 14 days after claim submission, verification and acceptance of claim.

IX. Claims and Complaints

78. Non-conformity or deficiency in TP must be reported immediately to local representative, guide, or service provider.
79. Written claims must be submitted within 14 calendar days after TP end. Late or incomplete claims are not accepted.
80. Claims must include: participant details, TPA reference, description of issue, and supporting evidence (photos, tickets, vouchers).
81. TO examines claims and responds within 30 calendar days.
82. Verified issues may result in partial/full refund, replacement service, or compensation under Bulgarian law/EU regulations.
83. Claims for third-party services handled per provider policies; TO assists in facilitating resolution.
84. If unresolved, CO may escalate to competent Bulgarian authorities or courts according to TA and EU law.

X. Force Majeure

85. TO is not liable for non-performance or delays caused by force majeure, including, but not limited to: natural disasters, strikes, wars, pandemics, government restrictions, political instability, acts of terrorism, or other circumstances beyond TO’s reasonable control.
86. Refunds in such cases are limited to amounts reimbursed by service providers. Official documentation (e.g., airline notice, hotel confirmation) serves as proof.
87. CO is entitled to alternative services or partial refund if reasonably available, unless prevented by force majeure.

XI. Other Conditions

88. All correspondence, notifications, and documents between TO and CO must be conducted via TO office or official email.
89. The registered representative or lead participant is the primary contact and responsible for communicating information to other participants.
90. Amendments or additional agreements must be in writing and legally valid; verbal agreements are not recognized.
91. Personal data are processed according to the Bulgarian Personal Data Protection Act and EU GDPR, solely for fulfilling TPA obligations.
92. These GTC are an integral part of the TPA. Individually negotiated terms take precedence over standard GTC clauses.
93. Any dispute arising under the TPA or GTC will first be resolved through negotiation, and if unresolved, by the competent Bulgarian court at the registered address of TO.

XII. Safety, Visa, and Medical Notes 

94. CO must ensure compliance with visa, entry, health, and vaccination requirements for Bulgaria and any transit countries.
95. TO provides guidance but cannot guarantee issuance of visas or entry permissions.
96. CO should consult the Ministry of Foreign Affairs of Bulgaria or relevant embassies prior to travel.
97. CO must carry valid travel documents, insurance certificates, and proof of health coverage.
98. CO is responsible for personal safety, adherence to local laws, and travel advisories.

This Agreement shall be governed by the laws of the Republic of Bulgaria. All disputes arising out of or in connection with this Agreement shall be settled by the competent Bulgarian court.

XIII. Annexes (Integral to TPA)

• Annex 1: Package Description
• Annex 2: Standard Information Form regarding Tour Package Contracts (per Directive (EU) 2015/2302)
• Traveller’s Declaration of Prohibition of Resale of Tourist Service
• Traveller’s Declaration of Consent for Processing Personal Data
• Copy of Tour Operator’s Liability Insurance Policy

DECLARATIONS

Traveller’s Declaration of Prohibition of Resale of the Tourist Service

I, the undersigned, as a Traveller under this Package Travel Contract, declare that:

• I shall not resell the tourist service purchased from SATELLITE-ES Ltd. under this Contract;
• I shall use the “Travel Assistance and Medical Expenses” insurance issued by the country from which I am travelling.

Traveller’s Declaration of Consent for the Processing of Personal Data

I, the undersigned, as a Traveller under Package Travel Contract , declare that:

• I voluntarily provide my personal data (full name, PIN, date of birth, address, passport, phone, email, etc.) to SATELLITE-ES Ltd., as Data Controller, solely for processing in connection with the provision of travel services.
• The personal data are accurate and up to date.
• I am familiar with the Privacy Policy of SATELLITE-ES Ltd., received in hard copy and available online.
• If I refuse to provide necessary personal data, SATELLITE-ES Ltd. cannot provide the requested services.
• I undertake to inform all registered travelers that their personal data have been provided for processing and to share the Privacy Policy with them.

Annex 1: Package Description

Travel Services Included in the Package:

• Return flights: Tel Aviv – Sofia – Tel Aviv with Wizz Air, including priority boarding and 10 kg cabin luggage.
• Accommodation: 2 or 3 overnights in a 4★ or 5★ hotel, in single or double occupancy (depending on the selected package option).
• Transfers:
  • Airport – Hotel – Airport
  • Hotel – Venue – Hotel

Important Note:

• The package prices are valid until 12.09.2025 (inclusive).
• Due to the dynamic pricing policies of low-cost airlines, airfares may be subject to recalculation at the time of booking.

ANNEX 2 – STANDARD INFORMATION FORM REGARDING TOUR PACKAGE CONTRACTS

The combination of tourist services offered constitutes a tourist package within the meaning of Directive (EU) 2015/2302. For this reason, you will benefit from all rights guaranteed in the EU that apply to tourist packages.

Tour Operator Details:
SATELLITE-ES Ltd., UIC: 825003948, VAT ID: BG825003948,
Registered office: Bulgaria, Plovdiv, Orfei St. 24
Email: office@satellitetravel.bg
The Tour Operator bears full responsibility for the accurate execution of the tourist package as a whole.

Financial Security Measures:
In accordance with legal requirements, SATELLITE-ES Ltd. has taken the necessary protective measures to secure the refund of your payments and, if transport is included in the tourist package, to ensure your repatriation in case of insolvency.

Main Rights under Directive (EU) 2015/2302:

• Travelers will receive all essential information about the tourist package before signing the contract.
• There is always at least one trader responsible for the correct execution of all tourist services included in the contract.
• Travelers are provided with a phone number or contact details to reach the tour operator or travel agent in case of emergency.
• Travelers may transfer the tourist package to another person after reasonable notice and possibly paying additional costs.
• The price of the tourist package may only increase due to specific cost increases (e.g., fuel prices), if explicitly stated in the contract, and no later than 20 days before the start of the package. If the price increase exceeds 8% of the package price, the traveler may terminate the contract. Price reductions apply if relevant costs decrease.
• Travelers may terminate the contract without paying a termination fee and receive a full refund if there is a substantial change to any essential elements of the tourist package.
• If the responsible trader cancels the tourist package before it starts, travelers are entitled to a refund and, if appropriate, compensation.
• Before the start of the package, travelers may terminate the contract without a fee in case of extraordinary circumstances, such as serious security issues at the destination affecting the package.
• Travelers may terminate the contract at any time before the start of the package against a reasonable and justified termination fee.
• If essential elements of the package cannot be provided after the start, suitable alternative services must be offered at no additional cost. Travelers may terminate the contract without a fee if services are not provided in accordance with the contract and the tour operator has not resolved the problem.
• Travelers are entitled to price reductions and/or compensation for damages if services are not provided or poorly provided.
• The tour operator must provide assistance if the traveler encounters difficulties.
• In case of tour operator insolvency, payments made will be reimbursed. If the tour operator or travel agent becomes insolvent after the start of the package and transport is included, repatriation of travelers is ensured. SATELLITE-ES Ltd. benefits from insolvency protection under ZK Lev Ins. Travelers may contact this institution or the competent ZK Lev Ins authority at Sofia 1700, Simeonovsko Shose Blvd. 67A, if services are denied due to insolvency.

Directive (EU) 2015/2302, as transposed into national law, can be found via the Tourism Act on the website of the Ministry of Tourism.

Safety, Visa, and Medical Requirements for Entry into Bulgaria

1. Safety Requirements
   • Bulgaria is generally considered a safe travel destination. Travelers are expected to exercise standard precautions, including:
     • Securing personal belongings, especially in crowded areas, public transport, and tourist sites.
     • Avoiding walking alone in unfamiliar areas after dark.
     • Respecting local laws, traffic regulations, and cultural norms.
     • In case of emergencies, dial 112 for police, fire, or medical assistance.
2. Visa Requirements
   • EU/EEA Citizens: No visa is required; entry is permitted with a valid passport or national ID card.
   • Non-EU Citizens: Visa requirements depend on nationality:
     • Short-term stays (up to 90 days in any 180-day period) may require a Schengen-type visa.
     • Long-term stays (work, study, residence) require a national visa issued by Bulgarian authorities.
   • Passports must generally be valid for at least three months beyond the intended stay.
   • Travelers are advised to confirm current visa requirements with the Bulgarian Ministry of Foreign Affairs or the relevant consulate prior to travel.
3. Medical Requirements
   • There are no mandatory vaccinations for entry into Bulgaria for general travelers. Recommended vaccinations include: Tetanus, Hepatitis A and B, and MMR (Measles, Mumps, Rubella).
   • Non-EU travelers must hold valid health insurance covering emergency medical care, hospitalization, and repatriation in case of serious illness or accident.
   • Travelers are advised to carry personal medications and prescriptions, particularly for controlled substances.
   • Travelers should monitor official government updates regarding COVID-19 or other public health advisories and comply with any applicable regulations.
4. Additional Recommendations
   • Travelers are encouraged to register with their embassy or consulate upon arrival in Bulgaria.
   • Carry both printed and digital copies of travel insurance policies.
   • Follow local health advice during seasonal outbreaks or in regions with endemic diseases.

Acknowledgment:
I declare that I am familiar with the content of this form and accept the Terms and Conditions.

Name, signature, date                           ………………………………..