TERMS & CONDITIONS

CLIENT RIGHTS

1. The client is entitled to be treated with courtesy and consideration by all Escape2Poland representatives.
2. The client is entitled to receive a booking confirmation or information and details regarding the services booked within 48 hours since the booking was made.
3. The client is entitled to be informed about any changes regarding services booked.
4. The client is entitled to change the date/time of any services booked through Escape2Poland, according to the terms listed in the Cancellation and Change Policy.
5. The client is entitled to seek our assistance regarding lost items. If any items are found by Escape2Poland staff our client will be provided with an address where he/she can collect the belongings.

CLIENT RESPONSIBILITIES

1. The client is obliged to familiarize themself with the Terms & Conditions under which Escape2Poland services are provided.
2. The client is responsible for providing Escape2Poland with full and accurate address of the client’s accommodation. Escape2Poland holds no responsibility if the service cannot be provided due to an incorrect address or details.
3. The client is obliged to have a print-out, “print screen”, or an electronic copy of the tour voucher and/or the booking confirmation. The client needs to present the voucher/booking confirmation to Escape2Poland representative on the day of the arrival/day of the tour. If the client fails to provide valid tour voucher/booking confirmation, Escape2Poland representative has the right to cancel the services, in which case no refund will be given.
4. The client is responsible for ensuring that any electronic tickets and/or confirmations are visible and viewable at any time.
5. The client has to be present at the address and time stated on the tour voucher or booking confirmation. If the client does not show on time in accordance to the information presented on the voucher, Escape2Poland cannot guarantee the service will be provided and reserves the right to cancel the service, in which case no refund will be given.
6. The client is responsible for keeping a valid identification card/passport/student ID and other documents or valuable belongings at all times. Escape2Poland holds no responsibility for lost property.
7. All clients are responsible for obtaining necessary travel documents. Non-EU passport holders are responsible for checking visa requirements.
8. In the case of any problems or delays that might influence the services, the client is obliged to contact the Escape2Poland office or emergency line immediately. If the service cannot be provided due to any changes or external factors, Escape2Poland may cancel the service and no refund will be given.
9. PLEASE NOTE If you fail to provide your hotel/flight details at least 72 hours before the service, the service will not be provided and a refund will not be given.

GENERAL:

1. Please keep a carbon copy or a ‘print screen’ of any email/confirmation regarding any changes or cancellations of your reservation.
2. Cancellation is possible only if the client cancels a reservation through our cancellation form on our Website or email company@escape2poland.co.uk before the arrival/tour date. The cancellation is always confirmed by email or by phone within 48 hours. If you do not receive a cancellation confirmation, please call us on the following number immediately: +44 20 8819 7468 (Mon-Fri) or +48 535 64 54 54 (Sat-Sun and holidays).
3. In the event of cancellation of any service provided by Escape2Poland every effort will be made to find a suitable alternative or, if no alternative is possible, the client shall receive a full refund. In the event of cancellation due to force majeure, independent of Escape2poland, every effort will be made by Escape2poland to find a suitable alternative or, if no alternative is possible, the client shall receive a refund of 75%, within 90 days from the date of the force majeure occurrence.
4. Escape2Poland representatives have the right to remove any intoxicated, abusive, or ill participant(s) from any service. All costs incurred as a result will be borne by the removed participants.
5. In the case of any changes or cancellations of non-refundable services, the customer will incur 100% of all costs associated with the services.
6. The below cancellation and change charges apply unless other terms have been introduced in the booking confirmation.

INDIVIDUALS BOOKINGS

1. Budget /Comfort/Premium Auschwitz Tour:
1. Changes:
1. made 15 days or more before your arrival or tour date are subject to 9 GBP /12 EUR penalty. If after a difference in price of the tour ticket occurs it must be covered by the client.
2. made 14 days or less before your tour date are subject to a full price penalty.
2. Cancellations:
1. made within 24 hours after placing the booking are subject to NO penalty (does not apply if made 14 days or less from the date of the tour).
2. made 15 days or more before your arrival or tour date are subject to 9 GBP/12 EUR penalty.
3. made 14 days or less before your tour date are subject to a full price penalty.
3. a) In all other cases not defined, cancellations and/or changes are subject to full price penalty and your card will be charged with the appropriate amount.
2. Budget /Comfort/Premium Tours & Transfers:
1. Changes:
1. made 5 days or more before your arrival or tour date are subject to NO penalty. If after a difference in price of the tour ticket occurs it must be covered by the client.
2. made 4 days or less before your tour date are subject to a full price penalty.
2. Cancellations:
1. made within 24 hours after placing the booking are subject to NO penalty (does not apply if made 72 hours or less from the date of the tour).
2. made 5 days or more before your arrival or tour date are subject to NO penalty.
3. made 4 days or less before your tour date are subject to a full price penalty.
3. a) In all other cases not defined, cancellations and/or changes are subject to full price penalty and your card will be charged with the appropriate amount.
3. Private Tours/Guides & Private Transfers:
1. Changes:
1. made 15 days or more before your arrival or tour date are subject to NO penalty.
2. made 14 days or less before your tour date are subject to a full price penalty.
2. Cancellations:
1. made 15 days or more before your arrival or tour date are subject to NO penalty.
2. made 14 days or less before your tour are subject to a full price penalty.
3. Private Auschwitz Tours
1. payment must be made at least 21 days before the tour date. If no payment is provided in that period, we cannot guarantee a private guide.
4. Hotel or ApartHotel:
1. Changes:
1. made 5 days or more before your scheduled arrival date are subject to NO penalty.
2. made 4 days or less before your tour date are subject to a full price penalty.
2. Cancellations:
1. made 5 days or more before your scheduled arrival date are subject to NO penalty.
2. made 4 days or less before your tour date are subject to a full price penalty.
5. Train and/or Bus Tickets:
1. Train and Bus tickets are non-refundable. In all cases, cancellations or changes are subject to a FULL price penalty.
2. No refunds will be given for incorrect or duplicated bookings.
3. Escape2Poland holds no responsibility for changes in the train or bus schedule, train or bus delays or lost property.

Apartment:

1. Changes and Cancellations:
1. made 15 days or more before your scheduled arrival date are subject to NO penalty.
2. made 14 days or less before your scheduled arrival date are subject to a 50% penalty fee of the total cost.
3. made 4 days or less before your scheduled arrival date are subject to a full price penalty.

Other services not stated above:

1. Changes or Cancellations:
1. made 15 days or more before your arrival or tour date are subject to NO penalty.
2. made 14 days or less before your tour date are subject to a full price penalty.

GROUP BOOKINGS

1. If a booking is made for 12+ people OR for 6+ rooms, then group cancellation and change charges apply, unless other terms have been introduced in the clients booking confirmation.
1. Cancellations made:
1. 60 days and more before the arrival date have a free cancellation,
2. 50-59 days before the arrival date, the cancellation fee is 35% of the total price,
3. 49 days or less before the arrival date, the cancellation fee is 100% of the total price.
2. Changes made:
1. to the number of participants (+/- 5%) at least 30 days before the arrival date is free of charge. The difference in price, if applicable, needs to be covered by the client.
3. No-show:
1. in case a client fails to arrive on the date stated in the booking confirmation, a full price of the booking will be charged.

OTHER

1. If we are unable to make a requested change and you do not wish to continue with the booking then cancellation charges, as detailed above, apply.
2. In the event of cancellation of any service by Escape2Poland every effort is made to find a suitable alternative. If no suitable alternative is possible, the client shall receive full refund.
3. Escape2Poland representatives have the right to remove participants who are ill, intoxicated or abusive towards other participants from any service. All costs incurred as a result of a removal from a service will be borne solely by the participant.

REFUND POLICY

1. In case of service cancellation(s) by our client(s) the refund is due to be made within 7 working days AND directly to the card with which the payment was made.
2. If the currency exchange rate of the Great Britain Pound Sterling (GBP), the Euro (EUR) or United State Dollar (USD) goes up/down in value against Polish Zloty (PLN) the value loss of PLN may be deducted from the amount of the refund.
3. We refer to the exchange rates published by the Bank of England on the day of your booking and on the day when we receive your cancellation request.

Cancellation policy for Individual Bookings (up to: 11 people or 5 rooms)

PAYMENT POLICY

1. The currencies in which we charge for holidays are Great Britain Pound Sterling (GBP), the Euro (EUR) or United States Dollar (USD).
2. We reserve the right to revise prices for new bookings at any time.
3. For select services (e.g. transfers or select tours), it is possible to pay the balance locally to an Escape2Poland representative (driver/guide) on the day of the tour/transfer, but before the service. To guarantee the reservation, please provide billing details.
4. The balance needs to be paid in CASH in Polish zlotys (PLN). Please note the driver/guide gives NO CHANGE.
5. Exact amount to pay locally for each tour/service will be stated in/on the booking confirmation/tour voucher.
6. Please note that some hotels/aparthotels may introduce local taxes (e.g. climate fee). The client is responsible for covering any additional charges resulting from local taxes directly at the hotel/aparthotel.
7. Deposit Payment:
1. If you book your holidays more than 10 weeks before your arrival date you can pay a deposit of 35% to confirm your booking.
2. The balance is due to be paid 8 weeks before your arrival. All information regarding deposit and balance payment will be provided in the booking confirmation. PLEASE NOTE: Missing the deadline of the balance payment means your reservation will be automatically cancelled and no refund will be given.
3. Please note that if you make a full payment for your holidays, Escape2Poland takes the risk for any exchange rate changes between the currency you pay and Polish Zloty (in which we pay for all services in Poland). The price we confirm at the time of booking (full payment completed) is the price you pay. If you make a deposit payment we reserve the right to revise the amount of your balance payment in case of a significant change (3% or more) between the exchange rate of the currency you pay in and Polish Zloty.

LOW PRICE GUARANTEE

1. Our mission is to provide you with the best service at the lowest price. If you book any Krakow Tour, we guarantee the lowest price.
2. Claims not submitted in accordance with the rules or incomplete will not be accepted.
3. Escape2Poland accepts no responsibility if claims are late or lost, due to any problems, technical or otherwise connected with their email or web connection.
4. Escape2Poland will offer you the difference in price, or you may cancel the service and receive a full refund. If you find a lower price, submit a claim to our website or email taking into account the following:
1. Claims must be submitted to Escape2Poland via the form on our Website or by email company@escape2poland.co.uk within 48 hours of your booking.
2. Any claims received later than 48 hours from the booking time will not be accepted.
5. Claims can only be made if:
1. the competitor's tour price includes the exact same services as provided by Escape2Poland
2. the company providing the tour at a lower price has an appropriate tour operator's licence which allows them to organize such tours according to law
3. the difference in price does not arise from a mistake on the third party website
4. you attach your Escape2Poland booking reference number, exact website address of the lower priced tour, and a screen shot of the competitor’s offered price (including all mandatory taxes, fees and charges) sent by email after completing the contact form.
6. We will notify you by email within 2 business days with either an acception or rejection of the claim by Escape2Poland. If a claim if valid and successful, the relevant price difference* of full refund will be processed within 7 business days.
7. If lower price is charged in a different currency than British Pound, Euro or USD we will refund you the difference calculated on the basis of the Bank of England currency exchange rate.

BOOKING PROCESS:

1. After we have received your payment for the booking, we will automatically send you the payment confirmation with your order number.
2. Final confirmation will be issued within 48 hours and that will be the bound confirmation of the booking.
3. If you do not receive your confirmation within 48 hours or your please contact us immediately at +44 (0) 20 8819 7468 (Mon-Fri) or on our 24 hour line by text message at +48 535 64 54 54 (Sat-Sun).
4. If you do not receive your voucher within 72 hours of the service date, please contact us immediately at +44 (0) 20 8819 7468 (Mon-Fri) or on our 24 hour line by text message at +48 535 64 54 54 (Sat-Sun)..
5. In the event of a lack of availability on specified dates, we will offer a comparable alternative. Within 48 hours we will send you all details of your holiday and will wait for another 48 hours for your confirmation of the alternative option. In case of a price difference it would be covered by the customer if all other conditions are accepted.
6. The TOUR VOUCHER(s) with all details will be sent to you BY E-MAIL 3 days before your tour date.
7. All comments and/or special requests must be on the reservation confirmation sent to the customer.
8. These Booking Conditions and the Booking Confirmation are the basis of the contract between the client and Escape2Poland who is acting as a principal business and is responsible for arranging and providing all services.
9. When we confirm your booking, a binding contract is formed between you and our company in United Kingdom.
10. We accept card payments with the following cards: Maestro, Visa Delta/Electron, MasterCard, Visa Credit Card.
11. The authorization and charging process is executed on the www.protx.com or www.sagepay.co.uk websites through a secure encoded 128-bit protocol.
12. Please note all prices are subject to availability and may change.
13. Alterations to Itineraries:
    We reserve the right to change plans of our excursions due to weather, availability of attractions, road work or any other circumstance(s) beyond our control.

TRAIN TICKETS

1. For bookings made more than 30 days in advance, tickets are sent by email 30 days before journey date, provided it is a working day.
2. The ticket is valid only with a valid ID/passport.
3. Escape2Poland is bound to inform the passenger(s) of any changes of more than 20 min in the scheduled departure time, before sending the tickets by email.
4. If the train schedule is altered by more than 20 minutes, we will contact the customer by email or phone to suggest new travel options. If we cannot contact the passenger at least 3 days before the departure date, the train ticket will be cancelled and a full refund provided.
5. It is your responsibility to check whether the ticket is correct and is visible in print or on your mobile device.
6. You must travel between the origin and destination, on the date and at the time(s) in your booking confirmation/ticket. If you start, break and resume, or end your journey at any intermediate station you will need to buy a new rail ticket for the entire journey.
7. We do not guarantee the delivery of the tickets and confirmation of the bookings made 48 hours before the requested journey date.
8. Please note that once you board a train or bus you are subject to the terms and conditions of the carrier.

GROUP PAYMENT

1. After we receive a booking request by email, services are provisionally booked for the group.
2. Escape2Poland requires full payment prior to holiday date. The payment is based on a pro-forma invoice issued for the client. The payment is due compliant with the date stated in the pro-invoice, at least 6 weeks before the arrival of the group. It is possible to make a deposit payment of 35% provided the group arrives within more than 14 weeks. The remaining 65% needs to be paid at least 6 weeks before the arrival of the group. Please note that if you make a full payment for your reservation Escape2Poland takes the full risk of any exchange rate change that may occur. If you pay the deposit payment, we may revise the remaining balance in the event of a significant (3% or more) change occurs between the exchange rates of the currency you paid vs. owed.
3. After we receive the full payment, we will send you a booking confirmation with vouchers.
4. If we do not receive payment, we will sent a reminded. If a deposit is not made within 3 days of the reminder date, your reservation will be automatically cancelled.
5. In case of any delays in making your payment, please contact us immediately via email or phone: +44 (0) 20 8819 7468.

OTHER

• FLIGHTS:We do not sell packages with flights, we only suggest the best flight fares.
• PACKAGES/HOLIDAYS/SERVICES:PACKAGES/HOLIDAYS/SERVICES: Pursuant the Package Travel and Linked Travel Arrangements Regulations 2018, Escape2Poland declares that the combination of certain selected services incl. accommodation, transfers, tours, and other travel services is hereby named a package. Therefore, you will benefit from all EU rights applying to packages. We may transfer your booking to another company in our group, but this will have no effect on your holiday arrangements.
• TOURS: If you book more than two services, we offer discounted prices for the tours and transfers. Unless you book a 1-night accommodation, we reserve the right to choose the tour dates according to availability. If you have any preferences regarding the tour dates, you may contact Escape2Poland consultants, however, we cannot guarantee that the tour will be arranged on the preferred date. We will inform you about the tour dates 3 days before your arrival.
• PRIVATE GUIDE:Please note that private guide is subject to availability. In case the guide is not available you will be refunded the additional cost of the private guide and you will be taken on a standard group tour.
• ACCOMMODATION ADDRESS: If you fail to provide the address and the name of your hotel in Poland at least 72 hours before the tour date, the tour will not be organised and no refund will be given.
• INSURANCE:It is a requirement that all Escape2Poland travellers have comprehensive travel insurance. Escape2Poland is not responsible for any injuries, delayed or cancelled flights, delayed or cancelled trains or busses, damages or lost property.
• AIRPORT TRANSFERS: Upon arrival at the airport, our driver will be waiting for you in the arrival hall holding a signboard with your name on it. You will then be escorted to the vehicle and transferred to your accommodation. The driver waits for up to 30 minutes starting from the arrival time indicated in your reservation. In case of earlier arrival, please wait for our driver at the airport information desk. If the flight is delayed or redirected to another airport please inform us in advance. Escape2Poland is not responsible for any consequences resulting from changes in the flight schedule, flight delays and flight cancellations. It is the responsibility of the client to provide us with the exact flight details including flight dates, flight numbers as well as arrival and departure time and contact us in advance should any changes occur.
• TRANSFERS: If you book a transfer for 4 people we may send a standard size car, so if you have more than one bag per person please book a transfer for more people.
• We reserve the right to provide vehicles different than specified on our Website.

THE WEBSITE

1. The Website is owned and operated by Escape2Poland Ltd. in London. The term “Website” shall also refer to the logos, designs, text, graphics, software, other content, materials available through the Website, the Escape2Poland LTD hardware and software. Unless explicitly stated otherwise, any new features, functionality, or services that augment or enhance the Website in the future shall be considered part of the Website owned by ESCAPE2POLAND LTD.
2. All and any matters which may derive from access to and/or utilization of the website will be governed and construed in accordance with UK legislation, to be obeyed by all the parties involved. Any conflict related to or derived from the use of the website will be submitted to the Courts and Tribunals of UK.
3. Any information uploaded onto other company social media platforms such as Facebook are managed by ESCAPE2POLAND, who shall hold full responsibility for any published materials.

NEWSLETTER

1. When you book with Escape2Poland your contact details become part of the Escape2Poland database. Only Escape2Poland has access rights to the database and your email address. We will take all reasonable steps to ensure that your contact details remain confidential at all times.
2. If you do not wish to receive any further issues of our Newsletter, please click on the link located at the bottom of the email and fill in your e-mail address to remove it from our database.

1. Escape2Poland is dedicated to ensuring that your holiday is arranged as described in our offer. If you have a complaint about your holiday whilst travelling with us and you cannot resolve it directly with the accommodation, attraction or transport supplier, please bring it to our immediate attention by phoning our 24h emergency line +48 535 64 54 54.
2. Liability cannot be accepted if you do not notify Escape2Poland and your consumer rights to compensation may be affected. If after the holiday you are still dissatisfied, please send us your complaint in writing to company@escape2poland.co.uk, as well as to our postal address within 28 days of commencing your holiday. We will then follow up your complaint and respond accordingly.
3. If a part of your holiday is not provided as promised, we shall pay compensation appropriate to the circumstances, provided that you have filed a complaint with us at the time of occurrence and we receive a written statement from you with all proof required.
4. Partial compensation for provided tour services is also limited if the reason for partial alteration of the tour is out of our control due to bad weather conditions (extreme temperatures, strong winds, torrential rains, blizzard conditions, or other unpredictable conditions); a decision made by the appropriate authorities of the museum/attraction out of our control limits access to some parts of the museum/attraction or limits the time you may spend at the museum/attraction. Compensation is limited to the cost of the service concerned. In so far as may be permitted by law, no responsibility will be accepted by Escape2Poland, service providers, or any of their agents for any injury, accident or damage to persons or property, loss or theft.