Basic customer rights under Act No. 159/1999 Coll. and Act No. 89/2012 Coll., as amended (Civil Code)

    Before concluding the tour contract, the customer receives all the necessary information about the tour pursuant to Section 9a of Act No. 159/1999 Coll., on certain conditions of business and on the performance of certain activities in the field of tourism, as amended, i.e. e.g. destination of the trip or stay, means of transport, accommodation, meals, etc.
    The travel agency is responsible to the customer for the proper provision of all travel services included in the travel contract.
    The customer shall be provided with an emergency telephone number or contact point where he/she can contact the travel agent or travel agency that arranged the sale of the tour.
    The customer may assign the travel contract to another person with reasonable notice and, where applicable, on payment of additional costs.
    The price of the tour can only be increased in the event of a specific increase in costs (e.g. fuel prices) and if this is expressly stipulated in the tour contract, at the latest 20 days before the start of the tour. If the price increase exceeds 8% of the tour price, the customer may withdraw from the contract. If the tour operator reserves the right to increase the price of the tour, the customer is entitled to a discount on the tour price in the event of a reduction in the relevant costs.

    The customer may cancel the contract without paying a cancellation fee and receive a full refund if there is a significant change in any essential element of the tour other than the price. If the tour operator cancels the tour before the commencement of the tour, the customer is entitled to a refund of the tour price and, where applicable, compensation.
    The customer may withdraw from the contract without payment of a cancellation fee before the start of the tour if there are unavoidable and extraordinary circumstances at the destination or in the immediate vicinity which have a significant impact on the provision of the tour or on the transport of persons to the destination or stay (for example, if there are serious security problems at the destination or stay which could affect the tour).
    The customer may withdraw from the contract before the commencement of the provision of the tour provided that a reasonable and justifiable cancellation fee is paid.
    If the essential elements of the tour cannot be provided in accordance with the contract once the tour has commenced, the customer must be offered a suitable alternative solution at no additional cost. The customer may withdraw from the contract without payment of a cancellation fee if the services are not provided in accordance with the contract, this materially affects the performance of the services included in the tour and the tour operator has not provided a suitable alternative solution.

    In the event of failure to provide or incorrect provision of the tourism services included in the tour, the customer is entitled to a discount on the tour price, compensation for damages or both.
    The Agency is obliged to provide assistance if the customer is in difficulty.
    If the travel agency becomes insolvent, the customer shall be refunded the deposit paid or the price of the tour, including the price paid for the tour voucher in the event of the tour not being carried out, or the difference between the price paid for the tour and the price of the partly provided tour in the event of insolvency after the tour has been provided. If the travel agency goes bankrupt after the tour has started and if transport is included in the tour, the customer will be repatriated. The travel agency (please provide identification details) has secured bankruptcy protection (guarantee insurance or bank guarantee) from (please provide identification and contact details including name, registered office address, e-mail address and telephone number). This is the entity to which the customer can turn if the services are denied due to the bankruptcy of the travel agency.

Directive (EU) 2015/2302 of the European Parliament and of the Council is implemented in the Czech legal system by Act No. 159/1999 Coll., on Certain Conditions of Doing Business and Performing Certain Activities in the Field of Tourism, as amended by Act No. 111/2018 Coll. and Sections 2521 to 2549a of Act No. 89/2012 Coll., the Civil Code, as amended by Act No. 111/2018 Coll., available on the website of the Ministry of Regional Development (http://www.mmr.cz); this form of publication is informative.