1. Introductory Provision
Travel Agency RTS Global Ltd. (hereinafter referred to as RTS Global), operating under the brand Gremo v Egipt, offers and organizes tourist trips to Egypt, where the implementation of programmes is ensured by Royal Travel Services agency (abbreviated as RTS). RTS Global Ltd. holds licenses for organizing trips (No. 1935) and for providing travel agency services (No. 1936), issued by the Tourism and Hospitality Chamber of Slovenia, as of December 7, 2017. RTS Global conducts its business in accordance with regulations and rules governing the operation of tourist agencies.
2. General provisions
These general terms and conditions are an integral part of the contract concluded between RTS Global and the traveller who signs up for a tourist trip organized by RTS Global. The traveller or customer is any person who has made a valid reservation based on a confirmed offer from RTS Global.
The traveller is familiarized with the provisions of the general terms and conditions on the website managed by RTS Global for travel offers to Egypt: http://www.gremovegipt.si/splosnipogoji. The general terms and conditions are specifically marked on the website under the information about RTS Global and are readily accessible. Reference to the general terms and conditions is also included in every programme or offer prepared by RTS Global for the traveller. It is considered that the traveller accepts all the provisions of these general terms and conditions when confirming a reservation or making a purchase of travel services via phone, email, or the internet. If a particular provision in a confirmed programme/offering is regulated differently from these general terms and conditions, the provisions stated in the programme/offering shall prevail.
These general terms and conditions apply to services organized by RTS Global but do not apply to the purchase of airline tickets and the sale of tourist packages organized by other providers where RTS Global acts as an intermediary. In these cases, the binding terms and conditions of the airline carrier and other providers, as well as international regulations in this field, apply.
RTS Global may, in agreement with the traveller, facilitate the sale of airline tickets. In this case, RTS Global is merely an intermediary in arranging the reservation and payment and is not responsible for the choice of the airline carrier made by the traveller based on their preferences and criteria, nor is it responsible for the execution of the flight. The service provided by RTS Global is completed when it provides the traveller with an airline ticket. From that moment onwards, the traveller is in a direct relationship with the responsible airline carrier. In the event of non-execution or inadequate execution of the flight, the traveller must address a claim for compensation for the paid airline ticket directly to the carrier. Similarly, in the event of trip cancellation due to a cancelled flight, changes in the flight date and time, or delays, the traveller must cover all additional costs that may arise for programme adjustments, considering the best solution for the traveller, as prepared by RTS. In the case of trip cancellation due to a cancelled flight, the reimbursement of costs is subject to the provisions of Section VIII of these general terms and conditions of business.
3. Travel reservation
The traveller reserves a trip based on an offer prepared by RTS Global. The reservation can be confirmed by telephone or email. Upon reservation, RTS Global and the traveller enter into a travel contract, which also serves as a reservation confirmation and refers to the prepared and confirmed travel programme. At the time of the reservation, the traveller provides all necessary information and submits documents required for the execution of the travel programme. If the traveller fails to provide accurate or entirely correct information during the reservation, they are responsible for all consequences and any additional costs arising from incorrect information.
The reservation is confirmed, or the contract between the traveller and RTS Global is concluded when the traveller pays a registration fee (€22) per traveller and an advance payment of 30% of the travel price based on an invoice issued by RTS Global upon reservation. The reservation and contract are binding for the traveller. The traveller may only withdraw from the contract in accordance with the provisions regarding the traveller’s cancellation of the trip (Section VIII of these general terms and conditions).
With a confirmed reservation or concluded contract, everything stated in these general terms and conditions becomes a legal obligation for both RTS Global and the traveller. RTS Global is obligated to provide the traveller with all services with characteristics (e.g., hotel category, type of transportation) described in the programme and forming an integral part of the contract. RTS Global must ensure the rights, interests, and safety of the traveller in accordance with good business practices. The traveller is obligated to ensure that they personally, their travel documents, and luggage comply with the conditions prescribed by the customs, sanitary, monetary, and other administrative regulations of the departure country, the transit country, and the Republic of Egypt. RTS Global reserves the right to reject a reservation for a traveller for whom it reasonably anticipates that they do not meet these conditions or may not meet them during the trip.
4. Registration Fee and Security Deposit
RTS Global charges a standard registration fee of €22 to cover administrative costs associated with the travel reservation. If the traveller cancels the reservation, the agency is not obligated to refund these registration fees (€22). For the preparation of a complex individual offer, RTS Global may charge a security deposit of up to €50 in advance, as agreed with the traveller. If the traveller does not accept the offer prepared for them, the agency is not obligated to refund the security deposit.
5. Pricing
The travel price is determined by the programme and is valid from the date the offer is prepared until a change, if the change is necessary due to exceptional circumstances. The price includes all services listed in the tourist package programme (e.g., accommodation, transportation, entrance fees, guidance, and travel organization). Each programme, which is an integral part of the contract, specifies all services included in the programme price, as well as services not included and any necessary additional payments upon reservation (e.g., single room surcharge) or on-site (e.g., recommended tipping, optional excursions).
Special or additional services refer to those services not included in the package price (e.g., single room occupancy, optional extra excursions). The traveller orders these services either during the reservation (mandatory in the case of single room occupancy) or during the trip with the RTS agency representative. When ordering during the reservation, the traveller must pay for additional services based on the issued invoice before departure, in accordance with the payment terms (Section VI of these general terms and conditions). During the trip, the traveller pays for special services to the RTS agency representative at the location where the service is provided, in the appropriate currency and at the current price at the location.
The valid travel price for the traveller is the one confirmed in the offer and listed in the issued invoice on the date of contract conclusion. Generally, unless specified otherwise in the programme, the price is set per adult sharing a double room. The travel price for children or the number of discounts for children sharing a room with parents is specified in the programme. Additionally, the amounts of additional payments (for special services) that the traveller must settle before the trip (e.g., single room surcharge) are indicated.
In accordance with applicable legislation, RTS Global may change the price in exceptional circumstances, even after the contract has been concluded. These exceptional circumstances may arise due to changes in exchange rates or changes in tariffs of carriers or providers of local services that affect the travel price. In this case, the agency must inform the traveller in writing no later than 15 (fifteen) days before departure and issue an additional invoice, which the traveller must pay at least 7 days before departure.
The change in price due to exchange rate differences is calculated as the difference in the value of that part of the costs expressed/billed in foreign currency and is calculated at the exchange rate of the foreign currency on the day the programme is supplemented with the new price or on the day the notice of the price change is prepared (no later than 15 days before departure). RTS Global uses the exchange rate of the Bank of Slovenia for price conversion.
If the increase in the agreed price exceeds 8 (eight) percent of the package price, the traveller may cancel the contract, and RTS Global is obliged to refund the entire amount paid, including the registration fee.
If additional costs arise during the trip due to the traveller’s inappropriate behaviour, RTS Global has the right to demand compensation for damages or payment of additional costs (Section X of these general terms and conditions regarding the obligations of travellers).
6. Payment
The day of payment is considered to be the day when the traveller makes the payment or when the traveller’s payment is received in the RTS Global transaction account. It is considered that the reservation is confirmed when RTS Global has the funds in its transaction account.
Upon registration, the traveller pays a registration fee of €22 and an advance payment of 30% of the travel price. The remaining balance is to be paid by the traveller at least 15 days before the start of the trip or as specified in the payment terms in the programme.
If, after the reservation has been confirmed (payment of the registration fee and advance payment), the traveller does not pay the remaining contractual amount within the specified deadline, it is considered that they have cancelled the travel contract. In this case, the provisions regarding the traveller’s cancellation of the travel contract and the refund of funds in Section VIII of these general terms and conditions apply.
The traveller settles invoices by transferring funds to the RTS Global transaction account or by using another designated payment method as agreed in the offer.
7. Insurance for Travel Cancellation Risk with an Insurance Company (Cancellation Insurance)
The traveller can choose to purchase insurance for the risk of trip cancellation from a selected insurance company. The traveller must assert their rights under the trip cancellation insurance with the insurance company, considering the general terms and conditions of the insurance company. The process and timing of handling the claim are entirely the responsibility of the insurance company with which the trip cancellation insurance was taken out. RTS Global has no obligations towards the traveller regarding the claims process in connection with the insurance case.
8. Changes or Cancellation of Travel by the Traveller
The traveller has the right to request changes to the contract (e.g., name changes, additional services, accommodation changes, etc.) after its conclusion. In this case, RTS Global must first verify if such changes are possible. If changes are possible and the contract is modified at the traveller’s request, RTS Global may charge administrative fees of €22 again. If additional costs arise due to the requested changes by the traveller, the traveller is responsible for covering these costs.
The traveller has the right to cancel the trip, and this must be done in writing via email to the address tourism@RTS-global.net. The cancellation is valid when RTS Global confirms receipt of the written cancellation and issues a certificate of withdrawal from the contract, which the traveller must sign. If the traveller refuses to sign this document, it will be considered as if they have not cancelled the travel contract.
If the traveller cancels the trip, RTS Global has the right to reimbursement of registration administrative fees (€22) and proportional costs of services, which depend on the time of cancellation relative to the scheduled start of the trip. Unless otherwise specified in the programme, the cancellation costs that are outlined below apply, and RTS Global does not refund these to the traveller:
- For cancellation up to and including 31 days before departure, there are no travel costs, and the traveller only covers the registration fee of €22.
- For cancellation from 21 to 30 days before departure, cancellation costs amount to 25% of the travel price and the registration fee (€22).
- For cancellation from 15 to 20 days before departure, cancellation costs amount to 50% of the travel price and the registration fee (€22).
- For cancellation from 8 to 14 days before departure, cancellation costs amount to 80% of the travel price and the registration fee (€22).
- For cancellation 7 days or less before departure, cancellation costs amount to 100% of the travel price and the registration fee (€22).
- For non-participation in the trip without prior written withdrawal from the contract, cancellation costs are 100% of the travel price and the registration fee (€22).
Regardless of the above-defined costs, cancellation costs may be different if stated in the travel programme or contract.
During the trip, the traveller may terminate the trip at their own request by providing written notice. If the traveller terminates the trip, they are not entitled to a refund of costs or compensation, either in part or in full, upon return. If the traveller changes the programme during the trip according to their own wishes or due to force majeure, without any fault on the part of RTS Global or due to improperly performed services, the traveller is not entitled to claim any compensation, cost reimbursement, or price reduction.
9. Cancellation of Travel or Programme changes by RTS Global
In accordance with applicable legislation, RTS Global reserves the right to cancel a trip or make changes to the travel programme. RTS Global reserves the right to fully or partially withdraw from the contract if exceptional circumstances occur before or during the trip, which could not have been expected, removed, or avoided, and if these circumstances provide reasonable grounds for RTS Global not to enter into the contract if they existed at the time of the contract’s conclusion. In the case of partial cancellation or programme changes, RTS Global’s liability is limited only to the non-execution of a specific part of the programme that represents material costs. RTS Global is not liable for non-material damage arising from delays, cancellations, or changes in transport or means of transportation.
RTS Global reserves the right to change the departure date and time or cancel the trip due to force majeure, and the right to change the travel direction if the conditions for travel change (e.g., changed public transport schedules, an unstable situation in the country, natural disasters, or other unforeseen causes beyond RTS Global’s control), without special compensation for the traveller and in accordance with applicable regulations. Any subsequent programme changes are immediately communicated to the traveller by RTS Global, and the traveller must confirm the change in writing.
RTS Global cannot assume responsibility for programme changes due to the occurrence of any force majeure during the programme. Likewise, RTS Global is not responsible for delays in public transportation (airplanes, trains, buses, ships), nor for programme changes resulting from such delays. In all these cases, RTS Global provides services in a modified form according to the existing possibilities. When it is not possible to accommodate the traveller in the facility specified in the programme, RTS Global can place the traveller in another facility of at least the same category.
If RTS Global cancels the entire trip due to exceptional circumstances, the traveller has the right to a full refund of the paid arrangement price, including the registration fee, but not to compensation for damages (material or non-material) resulting from the cancellation.
RTS Global may cancel the contract or withdraw from the contract and seek compensation for damages from the traveller who directly violates the provisions of the contract entered into with RTS Global. These cases primarily include situations where the traveller intentionally provides incorrect information about the number of travellers or their age, or where changes occur during the trip, and the traveller does not inform RTS Global about them.
10. Travel documents and Other Traveller Obligations
In accordance with point 6 of Article 57b of the Slovenian Tourism Act (ZVPot), RTS Global is obliged to inform the traveller about the valid regulations regarding travel documents, visas, currency, customs, and health regulations applicable in Egypt. Travellers can obtain this information in the useful information section published on the website http://www.gremovegipt.si.
The traveller is responsible for ensuring that they personally, as well as their documents and luggage, meet the conditions required by the border, customs, health, and other regulations of the country they are departing from, the country they are traveling through, and the Republic of Egypt.
To enter Egypt, a visa and a passport valid for at least six months are required. The visa can be obtained by the traveller at the international entry airport at a bank counter and costs $25. Alternatively, the visa can be obtained electronically here. If the traveller intends to travel only to South Sinai (Sharm El-Sheikh and its surroundings), a visa is not required.
Due to requirements in international traveller transport (air, sea, bus, etc.) and hotel accommodation, the traveller must provide all the necessary information about all participants in the trip to RTS Global when making a reservation. This information must fully and accurately match the information in official documents, which travellers are required to have with them at all times according to border crossing regulations and relevant foreign laws. In the event that a traveller provides incorrect or inaccurate information to RTS Global, resulting in delays, additional costs, or the interruption of the trip, the traveller is solely responsible for all incurred costs.
If a traveller loses documents that are essential for continuing the trip or for returning home, the traveller must obtain new ones at their own expense. While arranging formalities in this regard, the traveller can request assistance from the RTS agency representative. If a traveller has to interrupt their trip due to the loss or theft of documents, they are not entitled to any refund of the paid travel or reimbursement of costs.
The traveller is obliged to respect the house rules of catering and hotel facilities and to cooperate in good faith with the organizer’s representative and service providers. If the traveller fails to fulfil their obligations, they are liable to the organizer for any damage caused, and the organizer is not responsible for any damage the traveller may incur in such cases. While traveling, the traveller must behave in a way that does not endanger the lives or health of fellow travellers and does not disrupt the course of the trip. If the traveller behaves contrary to this provision, the RTS Global representative has the right to exclude them from further travel without any reimbursement of costs, except for the return of paid and unused amounts for possible entrance fees, etc., paid at the site. When a traveller, for whom the RTS Global representative has exercised the right to exclude them from further travel due to inappropriate conduct or behaviour, wishes to use services, e.g., due to early return to the place where the trip started, etc., payment for such services is the responsibility of the traveller, and RTS Global charges an appropriate fee for services rendered.
11. Pre-Travel Notices
The traveller will receive the final pre-travel notice along with the voucher no later than 5 (five) days before departure. If the traveller does not receive the notice within the specified period, it is their responsibility to request the document. RTS Global does not consider complaints due to non-receipt of mail.
12. Liability for Luggage
RTS Global is not responsible for the transport, theft, or damage of the traveller’s luggage or other personal items, valuables, and documents from accommodation facilities (hotel rooms, apartments, etc.) and means of transportation (planes, trains, etc.). The traveller must personally arrange the report of lost or damaged luggage with the carriers or hotels. In this regard, the traveller can request assistance from the RTS agency representative in filing the report and communication. The traveller bears all costs or damages related to luggage themselves.
During transportation, the traveller has the right to free transport of a certain weight of luggage (according to the carrier’s regulations, which are generally lower for low-cost airlines). Each additional kilogram of luggage is subject to a surcharge, paid by the traveller on the spot in the appropriate currency or according to the carrier’s regulations. The traveller must familiarize themselves with the carrier’s luggage rules for their airline ticket and prepare their luggage in accordance with these rules or be prepared to pay additional charges.
13. Complaints and Claims
The traveller must report irregularities to the RTS Global representative on the spot as soon as they occur. If the complaint could have been resolved on the spot (e.g., poorly cleaned room or vehicle, malfunctioning equipment) and the traveller did not report the error or irregularity to the RTS agency representative, it is considered that the traveller agreed to such a service and thereby forfeited the right to file subsequent complaints. The traveller must cooperate with the RTS Global representative or service provider in addressing the cause of the complaint in good faith. If the traveller refuses the offered solution to the complaint, which otherwise corresponds to the paid services per the programme, RTS Global will not consider subsequent complaints.
The traveller can file a written complaint within two months from the day when the service was improperly performed; otherwise, RTS Global is not obliged to consider it. The complaint must be adequately justified, and evidence (e.g., photographs, statements from the hotelier/carrier or RTS agency representative) should preferably be attached.
RTS Global is obligated to respond in writing to the complaint received within 8 (eight) days of its receipt. If it is a straightforward deficiency and the error is not disputed, RTS Global must comply with the complaint request. In the case of a more complex error, RTS Global must investigate all circumstances that led to the complaint. Until RTS Global decides on the complaint, the traveller renounces the involvement of any other person, judicial authorities, or providing information to the media.
The amount of compensation is limited to the amount of the paid travel price or the actual value of the unfulfilled services. This provision does not apply when RTS Global has the right to cancel the arrangement or change the programme in accordance with the provisions of these general terms and conditions and the law. Any compensation will be paid to the traveller’s personal bank account after the completion of the complaint procedure.
14. Use and Protection of Personal Data
The privacy and personal data of travellers are confidential, and RTS Global respects this and handles the data with due diligence in accordance with the legislation on the protection of personal data, as well as other legal provisions. RTS Global processes all collected traveller data in accordance with the Privacy Policy, which is available at www.gremovegipt.si.
15. Final Provisions
These general terms and conditions apply to all contracts concluded from the date of publication of these terms on the website http://www.gremovegipt.si.
All prices in RTS Global’s offer already include value-added tax.
In the event of a dispute between the parties, the court in Ljubljana has jurisdiction for all disputes.
In accordance with the provisions of Article 32 of the Consumer Dispute Resolution Act, the traveller can also contact the European Center for the Resolution of Disputes (info@ecdr.si, tel. +386 8 205 65 90) or other competent providers for out-of-court dispute resolution.