Terms and Conditions

The reservation of the activities, excursions and combined trips, products or services offered by VIANDOTREKS, S.L., entity commercially known as VIANDO, CIF B70781125, with address at Rúa do Rego, 6C, 5ºD, 15895, Milladoiro - Ames (A Coruña), implies full acceptance of these general conditions.

Additional information and possible modifications (if any) will be reflected in the specific information for each product, which will be provided to the customer prior to contracting.

1. Legal regulations applicable to the package travel contract and acceptance of the General Terms and Conditions

These General Conditions are subject to the provisions of Royal Legislative Decree 1/2007, of 16 November, which approves the Consolidated Text of the General Law for the Defence of Consumers and Users; Directive 2015/2302, of 25 November, on package travel and linked travel services; as well as Royal Decree Law 23/2018, of 22 February, on the transposition of directives on trademarks, rail transport and package travel and linked travel services: and Law 7/1993 of 13 April 1993 on General Conditions of Contract.

2. Organisation

The products and services offered, as well as the activities and trips shown are organised by VIANDO, legally constituted as a wholesale-retail travel agency (tour operator) in Ames (Galicia, Spain):

• Trade Name / Brand Name: Viando
• Company name: Viandotreks, S. L.
• VAT NUMBER: B70781125
• Licence: XG-981
• Registered Office: R/ Rego 6C, 5ºD, Ames, 15895, Galicia, Spain
• Telephone: (+34) 981 53 94 94
• e-Mail: administracion@viandotreks.com

We comply with all the legal, financial and insurance requirements required by law in Spain and the Autonomous Community of Galicia in terms of tourism.

Please note that VIANDO, as a wholesale-retail travel agency (tour operator), may also sell products of wholesale travel agencies, acting as an intermediary between the wholesale agency and the end customer. In this case, the applicable conditions will be those of the organiser and the user will be informed of them prior to contracting the service.

3. Definitions

For the purposes of these general terms and conditions, the following definitions shall apply:

• Product: excursions and package tours, activities, products or services offered by VIANDO.
• Consumer or User: a natural or legal person who purchases or consumes a VIANDO tourism product or service or who, as the final recipient, uses it or unequivocally expresses a demand for its use.

4. Prices

All prices provided by VIANDO are in Euros (EUR, €) and include applicable taxes.

The price of the product includes:

• The outward and return transport, when this service is included in the contracted product, with the type of transport, characteristics and category stated in the contract or in the documentation given to the consumer at the time of signing the contract.
• Accommodation in double rooms (unless otherwise specified in the product conditions).
• Hotel establishment fees or taxes, as well as indirect taxes where applicable.
• Technical assistance during the trip, when this service is specifically included.
• Anything that is further specified on the product.
• The price of the product does not include:
  • Flights, airport taxes, and/or entry and exit taxes.
  • Visas, vaccination certificates.
  • Tipping.
  • "Extras" such as coffees, wines, spirits, mineral waters, special dietary requirements - not even in the case of full or half board - unless otherwise expressly agreed in the contract.
  • Washing and ironing of clothes.
  • Optional accommodation services.
  • In general, any other service that is not expressly mentioned in the section "The product includes" or is not specifically detailed in the product, in the contract or in the documentation delivered to the consumer.

In the case of adaptation of the product to the Consumer's requests or special offers, the price may be different from that expressed on the website or in advertising, and the services included therein shall be those specified in the contract.

The prices provided are per person under specific conditions described in each product.

4.1. Price review

All prices have been calculated on the basis of exchange rates, transport rates, fuel costs and taxes and duties applicable at the date of revision of these general conditions. Any variation in the price of the aforementioned elements may result in the final price of the product being revised upwards or downwards. When the modification is greater than 8% of the total amount, the consumer may accept the change or terminate the contract without paying any penalty. Under no circumstances will the price be revised upwards in the 20 days prior to the departure date of the trip, with respect to requests already made and confirmed.

4.2. Day trips

The 1-day excursions (unless otherwise stated in the specific excursion programme) include:

1. Return transport. Origin and destination at the location specified in the offer. Other locations may affect the original price.
2. Insurance R.C.
3. Technical assistance during the trip, when this service is specifically included in the detailed programme.
4. All other services and complements that are specifically specified in the detailed programme contracted or that are expressly stated in the package travel contract.
5. Management fees.

The excursions may include some entrance fees or activities, as long as these are expressly indicated in the excursion programme and specified in the corresponding contract.

4.3. Trips of two days or more (package holidays)

The price of journeys of more than 1 day and package tours include:

1. Insurance R.C.
2. Accommodation, in the regime specified in each offer.
3. Air taxes, hotel taxes and indirect taxes (V.A.T., I.G.I.C.) when applicable.
4. Technical assistance during the trip, when this service is specifically included in the detailed programme.
5. All other services and complements that are specifically specified in the detailed programme contracted or that are expressly stated in the package travel contract.
6. Management fees.
7. The transports that are specifically indicated in the programme, with their respective points of origin and destination.
   Excursions may include some entrance fees or activities, as long as these are expressly indicated in the travel programme and specified in the corresponding contract.

5. Registration, payments and refunds

5.1. Registration

In order to purchase VIANDO products, the consumer or user must register before signing the contract. Registration can be initiated via the contact form on our website, by telephone or by email at reservas@viandotreks.com, and requires acceptance of the General Terms and Conditions of Sale and Privacy Policy. After obtaining the information, VIANDO will contact the user or consumer to complete the booking details.

Once the details of the required products have been agreed, the consumer will receive an email from VIANDO with the following information:

• Contract proposal and period of validity.
• Details of how to confirm your booking.
• Payment terms and methods.
• General conditions of service.

The contracting of the product(s) shall become effective when the consumer or user pays the deposit/reservation within the deadlines mentioned in the contract.

If the above point is not complied with, VIANDO will proceed to cancel the booking. Once the process has been completed, the user or consumer will receive an email with confirmation of the booking and their contract and/or ticket attached.

In the case of "on-site" contracting of products (e.g. in the case of day trips with less than 24 hours' notice), the registration, reading and acceptance of the Conditions of Sale and the Privacy Policy takes place at the time of signing the final contract.

5.2. Advance payments

At the time of registration, VIANDO may request a deposit, which shall in no case exceed 30% of the total amount of the product contracted, by issuing the corresponding receipt specifying, in addition to the amount paid in advance by the consumer, the product requested. The remaining amount must be paid at least 30 days before the date of departure.

In those cases in which, due to the special conditions of the service providers, the amount to be deposited is greater than 30%, an additional deposit will be requested, always informing the user prior to contracting. Once the deposit has been paid by the consumer or person authorised by the consumer, VIANDO is authorised to issue any type of documents required by the product, subject to the special conditions for their cancellation.

If payment of the full price of the product is not made under the above conditions, the consumer shall be deemed to have withdrawn the product ordered, and the conditions set out in sections 5.4 and 5.6 shall apply.

5.3. Methods of payment

VIANDO accepts the following forms of payment:

• Bank transfer to the account indicated in the contract.
• Credit or debit card.
• Bizum

5.4. Reimbursements

All refunds for any reason whatsoever will always be made through VIANDO, and no refunds will be made for services not used voluntarily by the consumer. No refunds will be made in the following cases:

• That it is a "non-refundable" offer. This type of offer cannot be modified or cancelled.
• No refund or reimbursement will be made for the non-use of any type of service included in the contracted product, in the event that the reason for the non-use is the direct responsibility of the customer:
• Delays or non-appearance at the time indicated for the start of the trip.
• Non-possession of the necessary and compulsory documentation for the trip and/or destination.
• Services not used voluntarily by the customer, whatever the cause of non-use.
• Voluntary abandonment of all or part of the journey after the start of the trip.
• Inappropriate behaviour which puts the group or the organisers at risk and which obliges those responsible for the group to respond with the authority vested in them.
• Other situations that are caused by the customer and are beyond VIANDO's control.

5.5. Invoicing

In the event that the user needs an invoice for the product purchased, he/she may request it through administracion@viandotreks.com. To do so, the following information must be attached:

• Name and Surname or Company Name.
• NIF or CIF.
• Address.
• Contract or Receipt number of the product/s purchased.
• E-mail to send it to them.

5.6. Withdrawal by the consumer. Assignments and Cancellations of the product

5.6.1. Withdrawal

In the event that the contracting of the services is carried out outside the commercial establishment, the user will have a period of 14 days from the contracting, to exercise his/her right of withdrawal, without the need for justification and without any penalty whatsoever.

In accordance with article 92.2 of Royal Legislative Decree 1/2007, which approves the revised text of the General Law for the Defence of Consumers and Users and other complementary laws, it is understood that services are contracted outside the commercial establishment only in the following cases:

1. Contracts concluded with the simultaneous physical presence of the trader and the consumer and user, at a place other than the trader's business premises.
2. Contracts in which the consumer and user has made an offer in the same circumstances as those referred to in the previous paragraph.
3. Contracts concluded at the business premises of the trader or by the use of any means of distance communication, immediately after there has been personal and individual contact with the consumer at a place other than the business premises of the trader, with the simultaneous physical presence of the trader and the consumer and user.
4. Contracts concluded during an excursion organised by the entrepreneur for the purpose of promoting and selling products or services to the consumer and user.

If the contract was not concluded outside the business premises or, if it was concluded outside the business premises, after 14 calendar days have elapsed, the user or consumer may also withdraw from the contract and shall be entitled to a refund of the amounts paid, but must compensate VIANDO in the amounts indicated below, unless the cancellation is due to a cause beyond the control of VIANDO:

1. In the case of individual services: The totality of the management costs, plus the cancellation costs, if the latter have been incurred.
2. In the case of package tours, and unless the cancellation is due to force majeure, the user must pay:

• • The management fees, cancellation fees, if any.
  • A penalty consisting of:
    • 5% of the total cost of the trip if the cancellation occurs between the conclusion of the contract and ten days before the start date of the trip.
    • 15% between 3 and 10 days before the date of departure.
    • 25% within 48 hours prior to the date of commencement of travel.

If you do not show up at the scheduled departure time, you will not be entitled to any refund of the amount paid, unless otherwise agreed between the parties.

In the event that the place cancelled by the user is in a room to be shared and no occupant can be substituted for that room, the person cancelling must assume the amount of the individual supplement involuntarily forced on the roommate, in addition to the rest of the cancellation costs and penalties, if any.

In the event that any of the contracted and cancelled services are subject to special economic conditions of contracting, such as air freight, ships, special rates, etc., the cancellation fees for cancellation shall be established in accordance with the conditions agreed by both parties.

Cancellations must be communicated as soon as possible, by telephone or e-mail. In both cases, cancellations must be made in writing, by means of a Cancellation Document dated by VIANDO on the day it is received and a copy sent to the consumer.

In the event that the services are contracted outside the establishment, the user will have a period of 14 days from the date of contracting to exercise their right of withdrawal, without the need for justification and without penalty.

Notwithstanding the above, where unavoidable and extraordinary circumstances occur at the place of destination or in the immediate vicinity that significantly affect the performance of the package or the carriage of passengers to the place of destination, the traveller shall be entitled to terminate the contract before the start of the contract without paying any penalty. In this case, the traveller shall be entitled to a full refund of any payment made, but not to additional compensation.

5.6.2. Transfers

The consumer of the product may assign the package travel contract to a person who fulfils all the conditions applicable to the contract. To do so, the user must give prior notice at least 7 days before the start of the trip.

Both the transferor and the transferee shall be jointly and severally liable to VIANDO for the outstanding amount of the travel price, as well as for any additional costs arising from the transfer.

5.6.3. Cancellations by the organiser

In cases where the Organiser conditions - and this is expressly specified - the viability of the offer of the product to have a minimum number of participants and, because this number is not reached, the trip is cancelled, the user will be entitled to a full refund of all payments made, without additional compensation. The user will be informed of the cancellation of the trip within the following deadlines:

• 20 calendar days before the start of the package in the case of journeys of more than six calendar days.
• 7 calendar days before the start of the package in the case of trips lasting between two and six days.
• 48 hours in advance for journeys of less than two days.

In the event that the user still wishes to make the trip, he/she may choose to do it on his/her own, with the corresponding reduction in the price, or, if he/she prefers to do it in a group, choose another date. In both cases, the money will not be refunded, but, in any case, with the appropriate reduction, if applicable.

VIANDO may also cancel the contract due to unavoidable and extraordinary circumstances, notifying the traveller of such cancellation without undue delay before the start of the trip and reimbursing the traveller for all payments made.

5.7. Alterations

VIANDO undertakes to provide its customers with all the contracted services contained in the product that has given rise to the package travel contract, with the stipulated conditions and characteristics, all in accordance with the following points:

1. In the event that before the departure of the trip, the Organizer is forced to significantly modify any essential element of the contract, including the price, it must immediately inform the consumer, either directly, when it also acts as a retailer, or through the respective retailer in other cases. The price shall never be changed 20 calendar days before the start of the package.
2. In this case, and if the price increase exceeds 8% of the total price, the consumer may choose between terminating the contract without penalty or accepting an amendment to the contract specifying the variations introduced and their impact on the price. The consumer must notify the Retailer or, where applicable, the Organiser of his decision within three days of being notified of the amendment referred to in paragraph 1. In the event that the consumer does not notify his decision in the terms indicated, it shall be understood that he chooses to terminate the contract without penalty.
3. In the event that the consumer chooses to terminate the contract, as provided for in paragraph 2, or the Organiser cancels the package before the agreed departure date, for any reason not attributable to the consumer, the consumer shall be entitled, from the time of termination of the contract, to reimbursement of all sums paid under the contract, or to the execution of another package of equivalent or higher quality, provided that the Organiser or Retailer can offer it to the consumer. In the event that the package offered is of a lower quality, the organiser or retailer shall reimburse the consumer, where appropriate, on the basis of the sums already paid, the difference in price, in accordance with the contract. The same right shall apply to the consumer who does not obtain confirmation of the booking in accordance with the terms of the contract.

Where a significant proportion of the travel services cannot be provided as agreed in the package travel contract, the Organiser shall offer, at no additional cost to the user, suitable alternative arrangements, of equivalent or superior quality to those specified in the contract, for the continuation of the journey.

If the alternative arrangements proposed result in a package of a lower quality than that specified in the travel contract, the organiser shall give the traveller an appropriate reduction in price.

The user may only reject the proposed alternative formulas if they are not comparable to what was agreed in the package travel contract or if the price reduction granted is inadequate. In any case, anything not included in the package travel contract (such as, for example, transport tickets from the place of origin of the passenger to the place of departure of the trip, or vice versa, accommodation reservations on days before or after the trip, etc.) will be the responsibility of the Organizer, and there is no obligation to compensate for these possible expenses of independent services in the event that the trip is cancelled for the reasons set out in previous sections. The Organiser shall be jointly and severally liable to the user for the correct fulfilment of the services included in the contract, regardless of whether these services are to be carried out by themselves or by other service providers.

6. Complaints

The consumer shall give notice of any failure to perform the contract, preferably on the spot or otherwise as soon as possible in writing or in any other recordable form, to the organiser or retailer and, where appropriate, to the provider of the service concerned.

In the event that the solutions arbitrated by VIANDO are not satisfactory for the consumer, he/she is informed that, should he/she wish to file a complaint, he/she can send a registered letter with acknowledgement of receipt to the following address: VIANDOTREKS S.L., R/ Rego 6C, 5ºD, Ames, 15895, Galicia, Spain. However, if the user does not agree with the solution adopted by VIANDO, he/she may contact the Consumer Arbitration Board and the Directorate General for Tourism.

7. Statute of limitations

The limitation period for consumer complaints shall be two years.

8. Responsibility

8.1. General

Both the Organiser and the package travel retailer shall be jointly and severally liable to the traveller for the proper performance of the travel services included in the contract, regardless of whether these services are performed by themselves or by other service providers.

8.2. Consumer or User

The user declares the suitability of their state of health for the practice of the activities programmed during the execution of the contracted product, exempting VIANDO from any liability for any damage and/or harm, directly or indirectly caused by the same. The consumer or user is responsible for informing both VIANDO and the restaurants or caterers of any allergies or intolerances they may have. In the event of failure to do so, any risk to their health arising from a lack of knowledge of these will be their responsibility.

8.2.1. Price reduction and compensation for damages

The user shall be entitled to an appropriate price reduction, for any period during which there has been a lack of conformity, unless the Organiser or, where applicable, the retailer proves that the lack of conformity is attributable to the traveller.

The user shall also be entitled to receive adequate compensation from the organiser or, where applicable, the retailer, for any loss or damage suffered as a result of any lack of conformity. The compensation shall be paid without undue delay.

The user shall not be entitled to damages if the organiser or, as the case may be, the retailer proves that the lack of conformity is:

• Imputable to the user.
• Imputable to a third party external to the provision of the contracted services and unforeseeable or unavoidable.
• Due to unavoidable and extraordinary circumstances.

9. Delimitation of package travel services

9.1. Accommodation

The quality and content of the services provided by the accommodation will be determined by the official tourist category, if any, assigned by the competent body in your country. Given the current legislation in this respect, which only establishes the existence of single and double rooms, allowing for a third bed in some of the latter, it will always be considered that the use of the third bed is done with the knowledge and consent of the persons occupying the room. This tacit estimation derives from the certain circumstance of having been warned in advance, as well as from the fact that the room appears as a triple room in all the reservation forms provided to the consumer when paying the advance payment, in the contract and the tickets and/or travel documentation that is delivered simultaneously with the signing of the contract. Likewise, in the case of double rooms for use by up to four persons, with four beds, when this is specified in the programme/brochure offer.

The usual check-in and check-out times for hotels depend on the first and last service that the user is going to use. As a general rule, and unless expressly agreed otherwise in the contract, rooms may be used from 14:00 on the day of arrival and must be vacated before 12:00 on the day of departure.

When the service contracted does not include the permanent accompaniment of a guide and in the event that the user expects to arrive at the hotel booked on dates or at times other than those indicated, it is advisable, in order to avoid problems and misinterpretations, to inform VIANDO, or the accommodation directly, of this circumstance as far in advance as possible.

The accommodation service shall imply that the room is available on the corresponding night, being understood to be provided regardless of the fact that, due to circumstances specific to the package, the check-in time may be later than initially planned.

9.3. Supplementary Services

When users request supplementary services (e.g. sea view room, etc.) that cannot be definitively confirmed by VIANDO, the user may choose to withdraw the requested supplementary service definitively or maintain the request until such services can finally be provided.

In the event that the parties have agreed to prepay the price of additional services that cannot be provided, the amount paid shall be reimbursed by VIANDO immediately upon withdrawal of the service by the consumer or upon return of the trip, depending on whether the user has opted to withdraw from the provision of the additional service requested or has maintained the request.

9.4. Transport

The type of transport may vary depending on the number of participants and the activities and characteristics of each area. Likewise, in the description of each excursion it is indicated which characteristics each vehicle has, it being understood that it will only have those indicated. In all the above cases, the design, structure, comfort and safety of the transport vehicle may not be adapted to the norms and standards of your country, but to those of the destination country.

9.5. Passports, visas and documentation

All users, without exception (including minors), must have their personal and family documentation in order, whether it is a passport or identity card according to the laws of the country or countries they are visiting. It will be at their own expense, when the trips require it, to obtain visas, passports, vaccination certificates, etc. In the event of any authority refusing to grant visas, for particular reasons of the user, or of being refused entry into the country due to a lack of the requirements demanded, or due to a defect in the documentation required, or for not being in possession of the same, VIANDO declines all responsibility for events of this nature, with any costs arising being borne by the consumer, and in these circumstances the conditions and rules established for cases of voluntary withdrawal of services shall apply.

We also remind all users, especially those with a nationality other than Spanish, that they must ensure that they have complied with all applicable visa regulations and requirements before setting off on their trip, in order to be able to enter all the countries they are going to visit without any problems. VIANDO will provide this information when the contract is formalised. Minors under 18 years of age must carry written permission signed by their parents or guardians, in anticipation that this may be requested by any authority.

10. Insurance

We require each consumer or user of our products to obtain adequate travel and medical insurance coverage extending to Spain, Portugal and France before making use of our products.

10.1. Inclusion insurance

A basic insurance policy with the following conditions is included by default in all products whose technical organisation has been carried out by VIANDO: