Terms & Conditions
Welcome to our website. By accessing and using this site, including by making a reservation through us, you explicitly and unconditionally agree to the following terms and conditions. These terms and conditions apply to all users of the site and our clients.
The website is owned and operated by Gray Line Romania, a legally registered entity with registration number J40/4099/2022 and having the Fiscal Identification Code (CIF) 45738971.
Gray Line Romania is a tourism specialist offering a wide range of services, including bus tours, day trips, vacation packages in Romania, custom travel services, airport pick-up and drop-off services, and transport services (hereinafter referred to as “The Services”). The Services can be accessed and purchased by making a reservation (“Booking”) on the grayline.ro website and any other sites through which Gray Line Romania makes the Services available.
Gray Line Romania reserves the right to modify rates, products, and other terms and conditions on the www.grayline.ro website without prior notice. An exception will be for bookings already completed and confirmed for a future date; in this case, users will be informed either electronically or by other available means about these changes.
For any possible discussions or questions not covered by this contract, the laws of Romania will apply. The travel contract is established between the Client and Gray Line Romania. The contract becomes effective at the moment the booking confirmation is sent to you.
If you do not agree with the terms and conditions presented, please do not use our site. Furthermore, if you have an active booking with us and decide that you cannot accept these terms, we ask you to cancel the booking and avoid traveling with us, according to our cancellation procedures.
General Terms and Conditions
Compliance with Legislation: Users and our clients are required to comply with all applicable laws and regulations in Romania, both while using the site and during the trips organized by us.
Informing Involved Parties: Users are responsible for informing all parties traveling with them about the content of the site’s terms and conditions.
Acceptance of the Privacy Policy: Users agree to be legally bound by the Privacy Policy.
Prohibition of Commercial Use: Users are not entitled to use the site’s content for commercial purposes. Any request for republishing or redistributing content must be addressed to the Agency at the email address [email protected].
Guarantee of Correct Use: Users guarantee that they will not use the site for speculative purposes, such as generating false or fraudulent bookings that could cause material damage or harm to the agency’s reputation.
Updating Personal Information: Users are responsible for keeping their personal information provided to the agency up to date, to allow effective communication and customization of services.
Reviews and Feedback: By providing feedback or reviews, users grant the agency the right to use them for marketing purposes or to improve services.
Prohibition of Illegal Activities: Users commit not to use the site for illegal or fraudulent activities.
Data Security: Users acknowledge the data security measures implemented by the agency and commit not to compromise the site’s security.
Age Restrictions: Users respect age restrictions for certain services and provide accurate information about their age.
Modifications to Terms and Conditions: The Agency reserves the right to modify the terms and conditions, and continued use of the site constitutes acceptance of the changes.
Privacy Policy and Cookie Use
At Gray Line Romania, we respect and protect the privacy of our visitors and clients. For detailed information about how we collect, use, and protect your personal data, as well as about the use of cookies on our site, we invite you to consult our Privacy Policy and Cookie Usage page. This page provides all the necessary information about your rights and how you can control the information you share with us.
Booking Procedure
Reservations are required for all services offered by the Agency. They can be made online on our website or by contacting us by phone at +40745.752.753 or by email at [email protected]. To validate a reservation, the customer must provide the following information:
- The full name of the group leader and the number of participants.
- The date of the reservation and the name of the chosen program.
- A mobile phone number for contact during the stay in Romania.
- A valid email address during the stay in Romania.
- The accommodation address.
Reservations that do not contain the required correct and complete information will not be considered by the Agency. By creating a reservation, you guarantee that you are over 18 years of age and have the legal capacity to initiate legal actions.
By approving your reservation with us, the personal data and other information provided will be used and processed by Gray Line Romania and our partners for generating legal documents and communicating with you, in accordance with Romanian legislation.
Reservation Confirmation
For successful bookings, our company will send you a confirmation email. Please read this email carefully, as it contains important information about the services you have booked. In addition, the Agency may send important updates related to your booking by email and/or phone messages, including updates that may be sent after 19:00 on the day before departure. It is essential to check these messages and not ignore them, as they may contain critical information or changes to your planned services.
If you do not receive the confirmation message, check your email’s spam/junk or bulk folders and, if you still cannot find it, please contact us. It is your responsibility to ensure that the contact information provided is correct and up to date to allow the agency to effectively communicate these updates.
Types of Services
We offer the following 2 types of services:
- Standard/Shared Tours: These tours are conducted regularly, according to their description. Depending on the number of requests, standard tours are operated with cars/minibuses or coaches. By booking a standard tour, you acknowledge that you will travel with other tourists, must follow the schedule, and keep up with the rest of the group.
- Private Tours: We organize private tours only at the request of clients. In this case, you will not travel with other tourists in the same vehicle and will be the sole beneficiary of the services. An advantage of this type of service is that private tours are customizable. These services are organized based on availability and only if they are confirmed as Private Tours.
Rates and Discounts
Rates for all services offered by Gray Line Romania are established to reflect the value and quality of the experience offered. In addition to our standard pricing structure, we offer the following information about discounts and promotions:
Discount Policy: Discounts do not accumulate. If a service is offered at a promotional or reduced rate, other discounts will not be able to be applied.
Timely Promotions: Occasionally, we may offer specific promotional campaigns in collaboration with our partners or on various platforms and sites. The details of these promotions will be communicated clearly in the terms of the respective offer.
Group Discounts: For groups of five or more people, we may offer special discounts. We encourage you to contact us to discuss the needs and options available for your group.
Family Conditions: All children under the age of 18 must be accompanied by an adult. For families with children under 4 years old, private tours are the ideal option, and we invite you to contact us to arrange the details.
By using the services of Gray Line Romania, you accept that any discounts applied will respect these conditions. We commit to providing high-quality experiences at a fair and transparent price for all our clients.
Payment Methods
For reservations made on our website, the full payment of the desired service will be made at the payment completion step. We use the “3-D Secure” system for payments with Visa (Visa/Visa Electron) and MasterCard (Mastercard/Maestro), ensuring a high level of security for online transactions and the protection of personal data in accordance with the General Data Protection Regulation (GDPR).
Please consider that, in the case of payments made with a card issued in a currency other than the one used on our website, the amount withdrawn from your card may differ from the displayed price due to exchange rates and/or bank commissions. Gray Line Romania is not responsible for these differences or additional fees imposed by the issuing bank of the card. We recommend consulting your bank to understand all potential costs before making the payment.
For any questions or problems related to payments, you can contact us at the email address: [email protected].
For more information about online payments and their security, you can visit the following resources:
- The official website of the European Union regarding Electronic and Cash Payments: Electronic and cash payments
- The official website of the European Union regarding Data Protection: Data protection
- Information about Visa 3-D Secure: Visa 3-D Secure
- Information about Mastercard SecureCode: Mastercard SecureCode
In addition, clients benefit from the rights provided by European legislation regarding cancellations and refunds. We assure you that each transaction is transparent and that your rights as a consumer are strictly respected.
Cancellations and Refunds
Cancellations made up to 24 hours before the scheduled departure time may be eligible for a full refund. Cancellation requests must be sent in writing to the email address [email protected]. Cancellations communicated by phone will not be recognized.
Bookings made less than 24 hours before the scheduled service are not eligible for a full refund. In exceptional cases, partial refunds may be considered, granted at the discretion of the Agency, provided that the cancellation request is received in a timely manner, during the Agency’s business hours, between 10:00 and 18:00. Please note that bookings that are not honored and classified as “no-show” are not eligible for a refund. All refunds will be processed using the same payment method used for the initial purchase, except in cases where otherwise agreed, as soon as possible and in accordance with applicable law. Services contracted for a specific date or period are exempt from the standard right of cancellation if they are provided during that period. We commit to managing all transactions with integrity and transparency and to respecting consumer rights in accordance with European legislation. To include a force majeure clause in the terms and conditions document, here is an example of a passage that could be added:
Complaints
If you encounter problems or have complaints about our services during an activity, we encourage you to discuss the situation directly with the guide or our present staff, as the first measure of remedy. Our staff is trained to address and resolve any issues effectively, ensuring a pleasant experience. If the problem cannot be resolved on the spot by our employee, please send us an email at [email protected]. We commit to responding to and addressing all complaints within a maximum of 7 working days. Our goal is to ensure a satisfactory resolution of any situations and to maintain the high standard of our services.
Informational Divergences
At Gray Line Romania, we strive to keep our information as accurate and up-to-date as possible. However, due to the dynamics of our offers and possible delays in updating our system, differences may arise between the information presented on our website, communicated by email or phone, and printed materials. These differences may result from subsequent updates of the information, technical issues, or errors in the updating process. Gray Line Romania does not assume responsibility for any inconveniences or inconsistencies that may arise from these information differences.
Force Majeure Clause
In the event of unforeseen and inevitable force majeure events, such as extreme weather conditions, natural disasters, pandemics, or other situations beyond our control that could affect the execution of our services, Gray Line Romania undertakes to inform passengers about any available alternatives, including rescheduling the service or cancellation with a full refund if the service has not been performed at all.
If a service has been partially performed and is interrupted due to such force majeure events, we regret that we cannot offer a refund for the part of the service that has already been executed. In these circumstances, our efforts will focus on ensuring the safety of customers and identifying the best possible measures to minimize the impact on your journey.
We understand that such situations can cause inconvenience, and we thank you for your understanding and patience as we work to manage these exceptional conditions in the most professional way possible.
Transport
As part of our transport services, we are committed to offering as pleasant and safe an experience as possible for all passengers. Here are some important aspects related to:
Seat Allocation: The allocation of seats in vehicles is made respecting the principle of “first come, first served”, without the possibility of reserving seats in advance. Once allocated, seats must be respected throughout the journey and cannot be changed without the agreement of other participants, to ensure comfort and mutual respect. It should also be mentioned that, currently, we do not offer the possibility of allocating or reserving seats with extra comfort or in the front rows.
Traffic Conditions: Depending on traffic conditions, there may be delays. We commit to doing everything possible to minimize any impact, but please keep in mind that some situations may be beyond our control.
Children’s Safety: According to current legislation, children cannot travel in the arms of an adult and must have a secured seat. Depending on age, safety seats or other appropriate measures are required. Ensure that you communicate the specific needs of your children at the time of making the reservation.
Rules in Vehicles: Smoking, consumption of alcoholic beverages, and use of prohibited substances in vehicles are strictly prohibited, for the safety and comfort of all passengers.
Accessibility: We strive to meet the needs of all our customers. However, we must mention that, currently, our vehicles are not adapted for people with disabilities. We encourage customers who require specific assistance to contact us before making a reservation, to discuss how we can best assist them.
Delays and Cancellations: If a transport service is postponed or canceled, we will inform you within a maximum of 30 minutes from the planned departure time. We also provide updated estimates of the departure time as soon as possible. In addition, for long-distance journeys of 250 km or more that register a delay of over 2 hours, we offer passengers the following options:
- A full refund of the ticket price, and if necessary, free transport back to the original point of departure as soon as possible, if the delay affects the purpose of your trip.
- Providing transportation to the final destination in similar conditions, as soon as possible and at no additional cost.
These measures are taken to minimize any discomfort caused by unexpected delays and to ensure customer satisfaction.
In addition, for more information on your rights as a passenger of transport services in the European Union, you can visit the official EU website regarding the Rights of passengers traveling by bus or coach at the following link: EU passenger rights.
Terms and Conditions of Services
Boarding and Disembarking Passengers: Our pick-up and return services are available from selected central locations in downtown Bucharest. Please be prepared and present at the scheduled location 5 minutes in advance of the scheduled time. We can send updates regarding the schedule a day before, so check messages after 19:00.
Please contact us at the email address [email protected] for any additional questions. We remind you that our waiting time at pick-up points is limited, to ensure that all customers benefit from prompt and efficient service. If you are not at the pick-up point at the scheduled time, we reserve the right to continue the tour without you and cannot offer refunds for the unused service.
Responsibility for Personal Items: The Agency will not be held responsible for the loss of personal items or luggage. Although we strive to protect passengers’ property, we cannot guarantee the recovery of lost items. In case you request the return of lost items to your address, we inform you that you will have to bear the associated delivery costs.
Re-boarding During Breaks and Visits: It is essential to respect the re-boarding time set during breaks and visits included in our day tours. The vehicle’s waiting time is limited, and departures will be carried out according to the established schedule. If you are late and do not re-board within the specified interval, you will be responsible for finding your own transport at your own expense to continue the journey. No refunds or compensation will be offered for lost time or missed services.
Recommended Clothing: For trips organized by Gray Line Romania, we recommend wearing sturdy footwear and suitable outdoor clothing, adapted to the variable weather conditions in Romania, in all seasons. Most of our tours include short walks or hikes in nature, so appropriate equipment is essential for your comfort and safety.
Condition and Organization of Tourist Attractions: Please note that we do not have control over the level of crowding at the tourist attractions on the itinerary and therefore cannot be responsible for the waiting time or availability of these. The Agency is not responsible for the organization or visiting conditions, as these places are managed by third parties.
Services in Foreign Languages: Our standard services are offered with English-speaking staff. For certain products, we offer options for guidance in Spanish or Italian, only if this is clearly specified in the selected service option by you. Please check the details of the chosen service to confirm the availability of guidance in other languages. Customer support is available exclusively in English.
Modifications of Route or Itinerary: Gray Line Romania reserves the right to modify routes, itineraries, or travel schedules, including due to unfavorable weather conditions or road conditions.
Subcontracting Rights and Obligations: We reserve the right to transfer or subcontract any of our rights and obligations from these terms and conditions, at any time.
Feedback and Suggestions: At Gray Line Romania, we appreciate the feedback and suggestions of our customers, which help us continuously improve our services. If you have impressions or suggestions related to your experience, we are happy to hear them. We invite you to write to us at the email address [email protected]. Our team is dedicated to responding in a prompt and professional manner, ensuring that each contribution is valued.
Updating Terms and Conditions
Gray Line Romania reserves the right to modify, at its discretion, the website, the services offered, or these Terms and Conditions, at any time and without prior notice. In the event of a change, we will announce the change by publishing it on the website or through other communication channels. Any modification of the Terms and Conditions becomes effective immediately once it is published. The continued access or use of the website and the services offered constitutes your acceptance of the modified Terms and Conditions.
Updated version as of March 28, 2024