Terms and Conditions
Making a booking
You can book a tour online by using the calendar booking form on our website – www.sofiatoptours.com. Once you book and successfully pay for your tour via the online payment system you will receive a confirmation email. The confirmation email will be a voucher for the tour(s) you have paid, containing all the booking information. Please print out the voucher and make sure to have it with you on the tour. The voucher must be shown to the Tour Guide. Contact us immediately if any information which is presented on the voucher appears to be incorrect or incomplete as it may not be possible to make changes later.
For “Sofia Sightseeing Tour” and “Sofia Food and Wine tasting Tour” – in order to confirm the guided service, your payment should be received at least 24 hours before the tour start. In case your payment arrives later than 24 hours prior to the tour start we save the right to reschedule your participation to the following day or to contact you to return your money based on your ability to participate or not. For “Private tours” – a deposit of 50% will be due after confirmation of the requested guided services. The balance payment will be due 5 days prior the start of the booked guided services.
The cost of your tour
We reserve the right to make changes to and correct errors in advertised prices at any time before your tour is confirmed. If there are any changes to the published prices, these will be confirmed at the time of booking. We will advise you of any error of which we are aware and of the then applicable price at the time of booking. We will not change the confirmed price of tours due to fluctuations in currency exchange rates. We will absorb increased costs up to a total amount equivalent to 5% of the cost of your confirmed service. Only if the increased costs exceed this 5% will we ask you to pay the difference.
Changes by you
Should you wish to make any changes to your confirmed guided service, you must notify us in writing as soon as possible at our official email firstname.lastname@example.org. Whilst we will endeavour to assist, we cannot guarantee we will be able to meet any such requests.
Cancellation by you
Should you or any member of your party need to cancel your chosen guided service once it has been confirmed, the party leader must immediately advise us in writing an official email to email@example.com.
For “Sofia Sightseeing tour” and “Sofia Food and Wine tasting tour” – if we receive your written cancellation notice 2 days (48 hours) or more prior the date of the guided service, we will return the full payment. Note that all bank charges in this case will be charged on you. If we receive it less than 48 hours prior the date, there will be no refund to the paid guided service.
For “Private tours” – in the case that third parties are involved for certain services in the booked guided tour, we save the right to retain the amount already paid to the third parties. If cancellation happens 10 days prior the tour date(s) the deposit of 50% will not be refunded.
Changes and cancellation by us
We plan the tours in advance however if we have to make changes to confirmed and booked guided services we reserve the right to do so. If the change is minor (e.g timing, or starting point) we shall first obtain your agreement and ability to reschedule. In case we have to cancel the guided service and we are not able to reschedule we shall reimburse the full amount of your payment. We reserve the right to also offer you another guided service and if you wish to accept you will only be asked to cover the difference if the newly proposed service is more expensive or we shall return the different in case the it is cheaper.
Except where otherwise expressly stated in these booking conditions, we regret we cannot accept liability or pay any compensation where the performance or prompt performance of our contractual obligations is prevented or affected by, or you otherwise suffer any damage or loss as a result of, “force majeure”. In these Booking Conditions, “force majeure” means any event which we in question could not, even with all due care, foresee or avoid. Such events may include war or threat of war, riot, civil strife, terrorist activity, industrial dispute, natural or nuclear disaster, adverse weather conditions, fire and all similar events outside our control.
Our liability to you
We promise to make sure that the guided service arrangements we have agreed to make, perform or provide as applicable as part of our contract with you are made, performed or provided with reasonable skill and care. This means that, subject to these booking conditions, we will accept responsibility if the arrangements are not provided as promised or prove deficient as a result of the failure of ourselves, our employees, agents or suppliers to use reasonable skill and care in making, performing or providing, as applicable, your contracted arrangements. Please note it is your responsibility to show that reasonable skill and care has not been used if you wish to make a claim against us. In addition, we will only be responsible for what our employees, agents and suppliers do or do not do if they were at the time acting within the course of their employment or carrying out work we had asked them to do. We will not be responsible for any injury, illness, death, loss (for example loss of enjoyment), damage, expense, cost or other sum or claim of any description whatsoever which results from any action that you have single handedly taken by yourself .
Complaints and problems
In the unlikely event that you have any reason to complain or experience any problems with your tour or guided service you must immediately inform us. Any verbal notification must be put in writing and sent via email as soon as possible. Until we know about a problem or complaint, we cannot assist. Most problems can be dealt with quickly. If you remain dissatisfied, however, you must write to us within 14 days of your return back to your home giving your booking reference and full details of your complaint.
Bookings are accepted on the understanding that all persons are normally in good health and able to fulfill the physical demands of the chosen tour. Please do not take risks while on an activity. We regret we cannot accept any liability in case you have exposed yourself to risks when not in good health. When you book with us, you accept responsibility for any damage or loss caused by you or any member of your party. We expect all clients to have consideration for other people. If in our reasonable opinion or in the reasonable opinion of any other person in authority, you or any member of your party behaves in such a way as to cause or be likely to cause danger, upset or distress to any third party or damage to property, we are entitled, without prior notice, to terminate the service of the person(s) concerned. In this situation, the person(s) concerned will be required to leave. We will have no further responsibility toward such person(s). No refunds will be made and we will not pay any expenses or costs incurred as a result of the termination.
Special requests and medical problems
If you have any special request, you must advise us at the time of booking. We regret we cannot promise that any request will be met unless we have specifically confirmed this in writing. Confirmation that a special request has been noted or passed onto the guides or the inclusion of the request on your Booking Confirmation and Invoice or any other documentation is not confirmation that the request will be met. Unless and until specifically confirmed, all special requests are subject to availability. We regret we cannot accept any conditional bookings, i.e. any booking which is specified to be conditional on the fulfillment of a particular request. All such bookings will be treated as “standard” bookings subject to the above provisions on special requests.
Brochure & website accuracy
Please note, the information and prices shown on this site and in our brochures may have changed by the time you come to book the tour. Whilst every effort is made to ensure the accuracy of the website, brochures and prices at the time of printing, regrettably errors do occasionally occur. You must therefore ensure you check all details of your chosen guided service (including the price) with us at the time of booking. This website and our brochures are our sole responsibility. They are not produced on behalf of and do not commit any independent organisation/carriers whose services are featured in it.
The team of Tour Guides Bulgaria LTD