General Terms and Conditions for the Provision of Tourist Services
These Terms and Conditions are an integral part of the agreement between the Tourist (Client) and the Tour Operator ExploreArmenia (LLC "Marser"). They govern the procedure for booking, payment, modification, and cancellation of tours, as well as the rights and obligations of the parties.
1. CONCLUSION OF THE CONTRACT
1.1. The subject of the Agreement is the formation by the Tour Operator of a tourist product for the Client to the Republic of Armenia in accordance with the agreed service package confirmed by the parties.
1.2. The number of tour participants, travel conditions, hotel categories, etc., are specified in the booking form issued by the Tour Operator to the Client.
1.3. Services not included in the tourist package, such as minibar, telephone calls, airport and visa fees, and excess baggage charges, shall be paid by the Client and/or Tourist directly at the place of service provision.
2. RIGHTS AND OBLIGATIONS OF THE PARTIES
2.1. The Tour Operator shall:
Form and provide the Client with the tourist product in accordance with the booking form.
Provide the Client with information about the features of the tourist product, including through brochures, websites, orally and in writing.
Specifically, the Tour Operator shall provide information about:
a) Entry and exit rules of the destination country/place;
b) Required travel documents;
c) Local customs, religious practices, sacred sites, cultural and natural heritage, and rules of access to tourist resources;
d) National and religious characteristics of the destination;
e) Potential travel-related hazards;
f) Customs, border, medical, sanitary, and other regulations relevant to the journey.
2.2. The Tour Operator has the right to:
Terminate the contract due to incomplete or late payment, or failure to provide necessary documents by the Client.
Substitute services included in the tourist product (e.g., accommodation) with services of equal or higher class at no additional cost.
Enter into contracts with third parties providing services included in the tourist product.
2.3. The Client shall:
Pay for the services according to the terms and deadlines specified in the Contract.
Provide, no later than 30 business days before departure, all documents required for travel.
During the trip, ensure that all participants:
a) Comply with travel regulations;
b) Respect local laws, customs, and religious beliefs;
c) Protect their property and personal safety.
Inform the Tour Operator of any circumstances that may hinder travel, including but not limited to:
a) Medical contraindications;
b) Past legal conflicts (e.g., entry bans);
c) Need for special permits (e.g., child travel consent, pet transportation, export of valuables).
2.4. The Client has the right to:
Provide instructions regarding the delivery of services. If the Client fails to amend unreasonable or impractical instructions after being notified, the Tour Operator may terminate the agreement and claim full compensation.
Withdraw from the agreement at any time, subject to reimbursement of the actual costs incurred by the Tour Operator.
3. MEDICAL INSURANCE
3.1. The Client must independently arrange medical insurance for all participants prior to entering the destination country.
3.2. If the Client refuses to obtain medical insurance, they bear full responsibility for any consequences.
4. PAYMENT TERMS
4.1. Full payment must be made by the Client no later than 35 days before the tour start date.
4.2. Payment is made either in cash at the Tour Operator’s office or bank, or via non-cash transfer.
4.3. Payment is considered complete upon receipt of funds by the Tour Operator or its authorized bank.
4.4. If booking is made less than 30 days prior to the tour, full payment is required on the day of booking. If the Client cancels afterward, the contract is considered terminated. Prepaid funds will only be refunded to the extent not already spent by the Tour Operator on tour arrangements.
4.5. Tour prices include: hotel accommodation per selected category and meal plan, excursions, all taxes and fees. A detailed list is provided in Annex N1 to the Agreement.
4.6. In case of unexpected cost increases (transport tariffs, taxes, currency fluctuations), recalculation shall be made. If the Client disagrees with the price increase, they may terminate the contract, paying the actual expenses incurred.
5. CANCELLATION AND CHANGES
5.1. The Contract may be changed or terminated:
By mutual agreement;
Unilaterally, if early termination conditions and damage compensation are met;
In case of significant breaches or change of circumstances;
As otherwise stipulated by law or the Contract.
5.2. If the Client cancels the tour or withdraws from the Contract, they must reimburse the Tour Operator for all actual expenses incurred up to the receipt of written cancellation. Cancellation more than 14 days in advance results in a 25% retention. Less than 14 days – 75% or full amount depending on incurred expenses.
5.3. Amendments are valid only if in writing and signed by authorized representatives.
5.4. Late or incomplete payment or missing documents from the Client are considered cancellation and handled accordingly.
5.5. The Tour Operator may deduct incurred expenses from prepaid amounts.
5.6. The Tour Operator may cancel the tour due to force majeure or insufficient participants (for group tours). In this case, all payments will be fully refunded.
6. FORCE MAJEURE
6.1. The Tour Operator is not liable for events beyond its control, including:
Carrier actions (cancellations, delays, baggage loss), which fall under transport company liability;
Insurance company actions;
Customs and immigration issues, or Client's violation of related rules;
Lack of travel documents;
No-show or late arrival to departure point;
Failure to follow transport rules;
Missing or invalid passports and travel permissions;
Incorrect information/documents provided by the Client.
6.2. The Tour Operator is not responsible for Client’s independent changes to travel arrangements, nor for extra charges incurred due to such changes.
6.3. The Tour Operator is not responsible for the Client’s subjective dissatisfaction with services provided.
6.4. The Tour Operator is not liable for the quality of services not included in the tour package but purchased on-site by the Client.
6.5. The Tour Operator is not liable if the Client fails to pay in full for services.
6.6. Both parties are released from liability in cases of force majeure—extraordinary and unavoidable events, such as natural disasters, war, strikes, government bans, etc.
6.7. The affected party must immediately notify the other party of the onset and cessation of force majeure. Failure to do so nullifies the right to claim exemption from liability. Obligations are postponed in proportion to the duration of the force majeure. If it lasts over 14 days, either party may terminate the agreement without penalty.
7. CONFIDENTIALITY
7.1. Tourist personal data is used solely for tour arrangements and is not shared with third parties, except as required by law.
Company Details:
Tour Operator: ExploreArmenia (LLC "Marser")
Registration Number: 282.110.951283
Date of Registration: 24.03.2017
Taxpayer Code: 00903532
Legal Address: Armenia, Yerevan, 0022, Avan-Arinj, 1/2, Block 1, Apt. 12
Director: S. Balyants
Contact Information:
Phone: +374 91 01 56 60
Email:
Website: https://explorearmenia.am
