Terms & Conditions
Terms & Conditions
By using this website or making a booking with us, you agree to these Terms and Conditions.
These Terms and Conditions apply to the use of www.grayline.ro and to bookings made directly with Gray Line Romania, unless otherwise stated. If you do not agree with these Terms and Conditions, please do not use this website or make a booking with us.
The travel contract is established between the customer and GRAY LINE ROMANIA SRL, operating under the trade name Gray Line Romania. The contract becomes effective when the booking confirmation is sent to the customer.
Company Information
This website is owned and operated by GRAY LINE ROMANIA SRL, a company registered in Romania.
Company name: GRAY LINE ROMANIA SRL
Trade Register No.: J2022004099406
Fiscal Identification Code / CUI: 45738971
Registered office: Bdul. Tudor Vladimirescu 22, Green Gate Offices, 5th Floor, Office 526, Sector 5, Bucharest, Romania, 050883
Contact:
General inquiries: info@grayline.ro
Bookings: booking@grayline.ro
Pick-up information: pickup@grayline.ro
Website: www.grayline.ro
For information about how we collect, use and protect personal data, as well as how we use cookies and similar technologies, please see our Privacy and Cookie Policy.
General Use of the Website
Users must use this website in accordance with applicable laws and regulations.
The content of this website, including text, images, descriptions, itineraries, design elements and other materials, may not be copied, republished, redistributed or used for commercial purposes without the prior written consent of Gray Line Romania.
Users agree not to use this website for illegal, fraudulent or speculative purposes, including creating false or fraudulent bookings.
Users are responsible for ensuring that any information provided to Gray Line Romania is accurate, complete and up to date.
By submitting reviews, comments, feedback or suggestions, users allow Gray Line Romania to use such content for service improvement, internal quality control, marketing or promotional purposes, unless otherwise restricted by law.
Privacy and Cookie Policy
Gray Line Romania respects and protects the privacy of its visitors and customers.
For detailed information about how we collect, use, store and protect personal data, as well as how we use cookies and similar technologies on this website, please consult our Privacy and Cookie Policy.
By using this website, you agree to the applicable privacy and cookie terms.
Types of Services
Gray Line Romania offers tourism and transport-related services, including shared tours, day trips, private tours, vacation packages, airport transfers, custom travel services and group transport services.
The services can be booked through www.grayline.ro, through direct communication with Gray Line Romania or through third-party platforms and booking partners.
Shared Tours
Shared tours are operated according to the product description and confirmed schedule. Depending on the number of participants and operational requirements, shared tours may be operated by car, minibus, coach or another suitable vehicle.
By booking a shared tour, customers acknowledge that they will travel with other participants, must follow the confirmed schedule and must respect the instructions provided by Gray Line Romania staff.
Private Tours
Private tours are organized on request and subject to availability. A private tour is valid only if it is clearly confirmed as private in the booking confirmation.
Private tours may offer more flexibility, depending on the itinerary, availability, attraction schedules, traffic conditions and other operational factors.
Booking Procedure
Reservations are required for all services offered by Gray Line Romania.
Bookings can be made online on our website or by contacting us by email at booking@grayline.ro. For certain services, bookings may also be made by phone, subject to availability and confirmation.
To validate a booking, the customer may be required to provide:
- full name of the lead traveler;
- number of participants;
- selected service or tour;
- date of the service;
- mobile phone number available during the stay in Romania;
- valid email address;
- accommodation address, if relevant for the selected service;
- any other information required for the correct operation of the service.
Bookings that do not contain correct and complete information may not be accepted or may be cancelled if the missing information prevents the proper operation of the service.
By making a booking, the customer confirms that they are at least 18 years old and have the legal capacity to enter into a contract.
The customer is responsible for informing all other participants included in the booking about these Terms and Conditions, the cancellation policy and any relevant operational information.
Booking Confirmation and Operational Updates
After a successful booking, Gray Line Romania will send a booking confirmation by email. Customers are responsible for reading the confirmation carefully, as it contains important information about the booked service.
Important operational updates, including pick-up details, meeting point instructions, schedule adjustments or other relevant information, may be sent by email, SMS, WhatsApp or phone, including after 19:00 on the day before departure.
Customers are responsible for checking the contact channels provided at the time of booking and for ensuring that their email address and phone number are correct and available during their stay in Romania.
If you do not receive the booking confirmation, please check your spam, junk or bulk folders. If you still cannot find it, please contact us at booking@grayline.ro.
Bookings Made Through Third-Party Platforms
Some Gray Line Romania services may be available through third-party platforms, online travel agencies or booking partners, such as Viator, GetYourGuide, Civitatis, Bókun or other distribution partners.
Bookings made through third-party platforms may also be subject to the terms, cancellation policy, payment rules and customer support procedures of the platform used for the booking.
In case of differences between these Terms and Conditions and the conditions displayed by the third-party platform at the time of booking, the conditions confirmed for that specific booking may apply.
For bookings made through third-party platforms, refunds may need to be requested directly through the platform where the booking was made.
Prices, Discounts and Dynamic Pricing
Prices for Gray Line Romania services are displayed on the website, in the booking confirmation or through the relevant booking platform.
Prices may vary depending on factors such as the day of the week, public holidays, seasonal demand, availability, booking date, group size, distribution channel and other market conditions.
Prices confirmed at the time of booking are final for that booking and will not be retroactively adjusted if the price later increases or decreases.
Discounts and promotional offers cannot be combined, unless clearly stated otherwise.
From time to time, Gray Line Romania may offer promotional campaigns, partner offers or group discounts. The conditions of each offer will be communicated in the relevant product description, offer page or booking confirmation.
All children under the age of 18 must be accompanied by an adult.
Payment Methods
For bookings made on our website, full payment is usually required at the payment completion step, unless otherwise stated.
Online card payments may be processed through secure payment systems, including 3-D Secure authentication for eligible Visa and Mastercard transactions.
If the customer pays with a card issued in a currency different from the currency displayed on our website, the final amount charged may differ due to exchange rates, bank fees or card issuer commissions. Gray Line Romania is not responsible for additional fees or exchange rate differences applied by the customer’s bank or card issuer.
For questions related to payments, customers may contact us at payment@grayline.ro.
Cancellations and Refunds
Most of our tours and activities can be cancelled free of charge up to 24 hours before the scheduled departure time, according to the cancellation policy displayed at the time of booking.
For most tours and activities, cancellations received at least 24 hours before departure are eligible for a full refund under our Easy Cancellation Policy.
For activities lasting more than 24 hours, the following cancellation policy applies, unless otherwise stated in the product description or booking confirmation:
- cancellations made 31 to 8 days before departure: 50% refund;
- cancellations made 7 days or less before departure, including the day of the activity: non-refundable.
All cancellation requests must be sent by email to booking@grayline.ro. Cancellation requests cannot be accepted by telephone.
If you do not arrive at the meeting point on time, your booking will be considered a no-show and will be non-refundable.
We understand that unexpected situations can happen. If you are unable to join the tour due to illness or another urgent reason, please contact us as soon as possible. Depending on availability and occupancy, we may be able to offer a rescheduling option.
If rescheduling is possible, a fee of €15 per person will apply.
Bookings made for a specific date or period, including tours, activities and passenger transport services, may be exempt from the standard 14-day right of withdrawal under applicable consumer legislation. In these cases, the cancellation policy displayed at the time of booking and in the booking confirmation will apply.
Refunds will be processed using the same payment method used for the original purchase, unless otherwise agreed. Refund processing times may vary depending on the payment provider, bank or booking platform used.
Minimum Number of Participants
Some shared tours require a minimum number of participants in order to operate.
If the minimum number is not reached, Gray Line Romania may offer an alternative date, an alternative tour, an upgrade option or a full refund.
For tours offered in languages other than English, operation may depend on the number of participants booked for that language option. If the selected language option cannot be operated, Gray Line Romania may offer the customer the option to join the tour in English, receive a partial refund where applicable, reschedule the tour or cancel with a full refund.
Meeting Point and Hotel Pick-up
The standard departure point for our shared tours is University Square - Gray Line Meeting Point, located in central Bucharest.
Customers must arrive at the meeting point at least 5 minutes before the scheduled departure time. The waiting time is limited in order to respect the schedule and the other participants.
Hotel pick-up may be available on request, subject to availability and for an additional fee. Hotel pick-up is only valid if it has been confirmed in writing by Gray Line Romania.
If hotel pick-up is not included in the selected product or confirmed in writing, customers must arrive at the standard departure point.
Depending on traffic restrictions, road access, local regulations or operational reasons, the exact pick-up or drop-off location may be adjusted. In such cases, Gray Line Romania will provide updated instructions by email, SMS, WhatsApp or phone, using the contact details provided at the time of booking.
If a customer is not present at the confirmed meeting point or pick-up location at the scheduled time, Gray Line Romania reserves the right to continue the tour without that customer. In this case, the booking will be considered a no-show and will be non-refundable.
Transport
Gray Line Romania aims to provide safe and comfortable transport services for all passengers.
Seat Allocation
Seats are allocated on a first come, first served basis. We do not currently offer advance seat reservations, extra-comfort seats or guaranteed front-row seats.
Once seated, passengers may be asked to keep the same seats during the journey for operational, safety or group management reasons.
Traffic and Delays
Travel times may vary depending on traffic, weather, road conditions, border control procedures, events, public holidays or other circumstances beyond our control.
Gray Line Romania will make reasonable efforts to minimize delays and keep customers informed when important changes occur.
Where applicable under passenger rights legislation, customers may benefit from additional rights in case of significant delays or cancellations.
Rules in Vehicles
Smoking, consumption of alcoholic beverages and use of prohibited substances are strictly forbidden in our vehicles.
Passengers must behave respectfully towards the driver, staff and other participants. Gray Line Romania reserves the right to refuse service or remove from the tour any customer whose behavior is unsafe, abusive, disruptive or affects the comfort and safety of other participants.
In such cases, no refund or compensation will be offered.
Children’s Safety
Children must have their own seat and may not travel on an adult’s lap.
For shared tours, the minimum participation age is 4 years. Child seats are not provided on shared tours.
Families travelling with younger children are encouraged to book a private tour.
Parents or accompanying adults are responsible for supervising children throughout the tour.
Accessibility
We strive to assist our customers whenever possible. However, our vehicles are not currently adapted for wheelchair users or for customers with certain mobility limitations.
Some tours may include walking, stairs, uneven surfaces, crowded areas or locations with limited accessibility.
Customers who require specific assistance should contact us before booking, so we can advise whether the selected service is suitable.
Luggage
Small backpacks and handbags are allowed if they fit safely inside the vehicle and do not block seats, aisles or emergency exits.
Large luggage, including suitcases, may only be accepted if space is available in the vehicle’s luggage compartment. Additional fees may apply for large luggage.
Customers are responsible for their personal belongings throughout the tour. Gray Line Romania is not responsible for lost, forgotten, damaged or stolen items.
If lost items are found and the customer requests delivery to a specific address, delivery costs will be borne by the customer.
Entrance Tickets and Third-Party Attractions
Unless clearly stated as included in the product description or booking confirmation, entrance tickets, meals, personal expenses, photography or video fees, and optional activities are not included in the tour price.
Some tourist attractions included in our itineraries are operated by third parties. Gray Line Romania does not control their opening hours, ticket availability, access rules, internal visiting conditions, crowd levels, security checks, temporary closures or changes in visiting procedures.
If an attraction changes its schedule, becomes unavailable, restricts access or has limited ticket availability, Gray Line Romania will make reasonable efforts to adjust the itinerary or offer a suitable alternative, where possible.
Such changes do not automatically entitle customers to a refund if the main service has been provided.
Re-boarding During Breaks and Visits
During tours, customers must respect the meeting times and re-boarding times communicated by the guide, tour host, driver or other Gray Line Romania staff.
The vehicle’s waiting time is limited, and departures will be carried out according to the established schedule.
If a customer is late and does not return to the vehicle within the specified time, they will be responsible for finding their own transport at their own expense to continue the journey or return to Bucharest.
No refund or compensation will be offered for missed services, lost time or additional costs caused by failure to respect the communicated schedule.
Recommended Clothing and Personal Preparation
For trips organized by Gray Line Romania, we recommend wearing comfortable footwear and suitable outdoor clothing, adapted to the season and weather conditions.
Some tours may include walking, stairs, uneven surfaces, mountain areas, nature areas, salt mines or locations with lower temperatures.
Customers are responsible for checking the weather forecast and preparing accordingly for the selected activity.
Languages
Our standard shared tours are operated with English-speaking staff, unless another language is clearly specified in the selected product option and confirmed in the booking confirmation.
For certain products, Spanish, Italian or other language options may be available only on specific dates, subject to availability and minimum participation.
Our main customer support language is English. Depending on availability, support may also be provided in other languages.
Route, Itinerary and Schedule Changes
Gray Line Romania reserves the right to modify routes, itineraries, visiting order, schedules, vehicles or other operational elements when necessary.
Such changes may be caused by traffic, weather, road conditions, border control procedures, attraction availability, public authority decisions, technical issues, safety reasons or other circumstances beyond our control.
When changes are necessary, Gray Line Romania will make reasonable efforts to preserve the overall quality and purpose of the service.
The order of visits may change without prior notice.
Information Accuracy and Updates
Gray Line Romania makes reasonable efforts to keep all information accurate and up to date.
However, differences may occasionally occur between information displayed on the website, third-party platforms, printed materials or previous communications, due to updates, technical issues or operational changes.
For each confirmed booking, the information included in the booking confirmation and in the latest written communication sent by Gray Line Romania will prevail, unless otherwise required by applicable law.
Force Majeure
Gray Line Romania is not responsible for failure or delay in performing its services caused by events beyond its reasonable control, including but not limited to extreme weather conditions, natural disasters, pandemics, strikes, road closures, border delays, traffic incidents, public authority decisions, security alerts, technical failures or other unforeseen circumstances.
In such cases, Gray Line Romania will make reasonable efforts to inform customers and, where possible, offer alternatives such as itinerary adjustments, rescheduling or cancellation with refund if the service has not been performed.
If a service has already been partially performed and is interrupted due to force majeure or circumstances beyond our control, refunds may not be available for the part of the service already provided.
Our priority in such situations will be customer safety and the best possible management of the situation.
Subcontracting
Gray Line Romania reserves the right to subcontract certain services or parts of services to trusted partners, including transport providers, guides, tour hosts or other service providers.
Subcontracting does not affect the customer’s rights under the confirmed booking.
Complaints
If you encounter a problem during an activity, please inform the guide, tour host, driver or Gray Line Romania staff as soon as possible, so that we can try to resolve the situation on the spot.
If the issue cannot be resolved during the activity, complaints must be sent by email to info@grayline.ro, together with the booking reference and relevant details.
Gray Line Romania will review complaints and respond within a maximum of 7 working days, whenever possible.
Our goal is to address complaints fairly and maintain a high standard of service.
Feedback and Suggestions
Gray Line Romania appreciates feedback and suggestions from customers, as they help us improve our services.
Customers may send feedback to info@grayline.ro.
By submitting feedback, reviews or suggestions, customers allow Gray Line Romania to use them for service improvement, internal analysis, training, marketing or promotional purposes, unless otherwise restricted by law.
Governing Law
These Terms and Conditions are governed by the laws of Romania.
For any matters not covered by these Terms and Conditions, the applicable laws of Romania will apply.
Any dispute arising in connection with the use of this website, the services provided by Gray Line Romania or these Terms and Conditions will be handled in accordance with applicable Romanian law, unless otherwise required by mandatory consumer protection legislation.
Changes to These Terms and Conditions
Gray Line Romania reserves the right to modify the website, the services offered or these Terms and Conditions at any time.
Any changes to these Terms and Conditions become effective once published on the website.
Continued use of the website or services after the publication of updated Terms and Conditions constitutes acceptance of the updated version.
For bookings already confirmed before a change is published, the conditions confirmed at the time of booking will apply, unless the change is required by law or is more favorable to the customer.