General terms and conditions

1. Role of WPJ

1.1. When arranging travel services, WPJ arranges the conclusion of a contract between the customer and the relevant service provider, in particular an airline, a hotel, a transfer provider, a car rental company or another supplier.

1.2. Unless expressly stated otherwise, WPJ is not the provider of the individual travel services it arranges.

1.3. The customer’s rights and obligations relating to the provision of the arranged service itself are governed by the contractual and carriage conditions of the relevant provider.

1.4. WPJ is not liable for defects in a service caused by its actual provider, unless the law provides otherwise.

1.5. WPJ is liable for the proper performance of its arranging service in accordance with the applicable law.

2. Orders and conclusion of the contract

2.1. The customer may place an order in particular by email, by phone, through the WPJ website or in any other manner agreed with WPJ.

2.2. An order becomes binding when the customer expressly confirms WPJ’s offer and, where applicable, meets the payment terms stated in the offer.

2.3. Express confirmation of an offer includes in particular confirmation by email or another electronic means of communication, or payment of the required price or deposit, if WPJ has stated in advance that making the payment constitutes acceptance of the offer.

2.4. The availability and price of travel services may change until the booking is confirmed as binding, particularly for air travel.

3. Price and payment terms

3.1. The price of a service is communicated to the customer before it is ordered as binding.

3.2. The price may include the service provider’s price, taxes, airport or other charges and any service or agency fee charged by WPJ.

3.3. The scope of services included in the price is always stated in the specific offer or order confirmation.

3.4. Unless stated otherwise, the customer’s payment obligation is fulfilled when the relevant amount is credited to WPJ’s account.

3.5. For flights and other services whose prices change instantly, the price may be guaranteed only for the period stated in the offer or until the relevant travel document is issued.

4. Air travel

4.1. Where the order concerns a flight ticket, WPJ usually acts as an intermediary between the customer and the relevant airline.

4.2. The contract of carriage by air is concluded between the customer and the airline and is governed by the airline’s conditions of carriage and fare rules.

4.3. Before the ticket is issued, the customer must check in particular:

• the passenger’s first name and surname;
• date of birth, where required;
• the route;
• the dates and times of each flight;
• the fare rules;
• the conditions for changes or cancellation;
• the baggage allowance.

4.4. Once a ticket has been issued, changes or cancellation may be restricted or excluded entirely under the conditions of the relevant airline and the fare purchased.

4.5. All costs associated with changing or cancelling a ticket are borne by the customer in line with the airline’s actual conditions and any WPJ service fees.

4.6. The customer reports lost, damaged or delayed baggage without undue delay directly to the relevant airline.

5. Changes and cancellation of ordered services

5.1. Whether an ordered service can be changed or cancelled depends on the conditions of the specific provider.

5.2. Some services, in particular certain types of tickets, hotel bookings or other discounted fares, may be completely non-refundable from the moment the order is confirmed.

5.3. The customer acknowledges that WPJ is entitled to deduct from any refunded amount the costs actually incurred in connection with the change or cancellation and any service fee agreed in advance.

5.4. Where the service provider allows a refund, repayment to the customer also depends on the amount actually being refunded by the provider or the distribution system, unless the law provides otherwise.

6. Customer obligations

6.1. The customer is in particular obliged to:

• provide WPJ with correct and complete details needed for the booking;
• check the details in the booking confirmation, ticket, voucher or other travel document;
• hold valid travel documents meeting the requirements of the destination and transit countries;
• obtain the necessary visas, permits and other entry documents, unless it has been expressly agreed that WPJ will arrange them;
• comply with the health, security and other entry requirements of the countries concerned;
• arrive on time for check-in, departure or the start of any other ordered service.

6.2. The customer is responsible for the accuracy of the details provided to WPJ.

6.3. Costs arising from incorrect or incomplete details provided by the customer are borne by the customer, unless the error was made by WPJ.

7. Travel documents, visas and entry requirements

7.1. The customer is responsible for meeting the passport, visa, health and other entry requirements of the countries they travel to or through.

7.2. Information provided by WPJ about visas, passports or other entry requirements is for information only, unless a service to obtain or verify them has been expressly agreed.

7.3. WPJ recommends that the customer also check current requirements with the relevant government authorities or embassies.

8. Liability

8.1. WPJ is liable to the customer for the proper performance of its obligations in arranging the service.

8.2. WPJ is not liable for breaches of obligations by the service provider, in particular for flight cancellations or delays, schedule changes, failure to provide accommodation or defects in another service, unless the applicable law provides otherwise.

8.3. WPJ is not liable for damage caused by circumstances beyond its control, in particular force majeure, natural disasters, war, terrorism, strikes, transport restrictions, government action or other extraordinary and unforeseeable circumstances.

8.4. The customer must act so as to prevent damage to themselves, to WPJ and to third parties.

9. Complaints

9.1. If the customer has any objections to a WPJ service, they notify WPJ without undue delay.

9.2. Complaints concerning the provision of a service by a third party may be subject to that provider’s complaint rules.

9.3. WPJ provides the customer with reasonable assistance in communicating with the provider of the arranged service.

10. Travel insurance

10.1. WPJ recommends that customers take out appropriate travel insurance.

10.2. WPJ recommends in particular considering insurance for medical expenses, liability, baggage and trip cancellation.

1. Processing of personal data

1.1. WPJ is entitled to process the customer’s personal data to the extent necessary to conclude and perform the contract, arrange the ordered services and meet its legal obligations.

1.2. The data processed may include in particular first name, surname, date of birth, contact details, address, travel document details, booking details, flight number, PNR code and other data necessary to provide the ordered services.

1.3. Where necessary to provide an ordered service, personal data may be passed to service providers, reservation systems, airlines, hotels or other contractual partners, including, where applicable, to countries outside the European Union to the extent permitted by the applicable law.

1.4. Personal data are kept only for as long as necessary to meet WPJ’s contractual and legal obligations.

1.5. The processing of personal data is governed in particular by Regulation (EU) 2016/679 of the European Parliament and of the Council (GDPR) and the relevant Czech legislation.