Terms and conditions

1. Identification of the operator

The website travelportal.cyrix.ro is operated by [LEGAL NAME], with its registered office at [REGISTERED ADDRESS], registered with the Trade Register under no. [J__/____/____], VAT ID [VAT], holding a tourism licence issued by the Ministry of Economy, Entrepreneurship and Tourism under no. [LICENCE NO.] (the “Agency”).

• Contact: phone 0784.111.118, e-mail rezervari@cyrix.ro, Monday to Friday, 09:00–18:00.
• The seller’s full identification details appear on the invoice and in the travel package contract.

2. Definitions

For the purposes of these terms: Consumer — a natural person acting for purposes outside their trade or profession; Client — the consumer or legal entity entering into a contract with the Agency; Travel package — the combination of at least two different types of travel services (transport, accommodation, car rental, other tourist services) under the conditions of Romanian Emergency Ordinance no. 2/2018 which transposes Directive (EU) 2015/2302; Linked travel arrangement — services contracted separately from a package but connected to it; Quote — the price and configuration proposal sent by the Agency; Contract — the travel package contract concluded between the Agency and the Client.

3. Subject matter and capacity of the Agency

The Agency markets cruises, holiday packages (charter flight and accommodation), city breaks, flight tickets, guided tours and hotel services, either as an intermediary between the Client and the service providers or as the organiser of the travel package, as the case may be. For travel packages the Agency is liable as organiser under Romanian Emergency Ordinance no. 2/2018. For services sold as an intermediary, responsibility for performing the service lies with the provider, while the Agency is responsible for the accuracy of the information and for collecting the price.

Use of the website does not by itself create a contractual relationship. The contract arises exclusively upon the Agency’s written confirmation.

4. Booking and conclusion of the contract

Booking is made by a request sent through the website form, by e-mail or by telephone. A request is not a firm booking.

• Availability shown on the website comes from the latest synchronisation with the supplier and is indicative; actual availability is confirmed by a live check or by consulting the cruise line.
• The contract is concluded when the Agency provides written confirmation and the deposit or the full payment has been made, as applicable.
• The Client must verify the accuracy of the details in the confirmation (names, dates of birth, document details, itinerary, departure dates) and report any error immediately.
• For travel packages, the Agency provides the standard information required by the annex to Emergency Ordinance no. 2/2018, together with the contract.

5. Prices, currency and taxes

Prices are expressed in euro (EUR), usually per person in a double cabin, and include mandatory port taxes where the supplier includes them in the fare. The price displayed on the website is indicative and derived from the latest synchronisation with the supplier.

• The price becomes binding on the Agency after written confirmation and the issuing of travel documents.
• Mandatory additional costs may apply (onboard gratuities, port charges outside the fare, visa costs); these are communicated in writing before confirmation.
• If payment is made in Romanian lei, conversion is made at the exchange rate of the issuing bank on the invoice date.
• The displayed price excludes travel insurance costs unless insurance is expressly stated as included.

6. Payment methods and invoicing

Payment may be made by bank card (Visa, Mastercard), bank transfer or, for certain products, in instalments through banking partners. Any deposit or full payment is set out in the contract.

• For every confirmed booking the Agency issues a fiscal invoice in electronic format, as required by law.
• Card data is never stored on the Agency’s servers; processing is carried out by authorised payment processors in line with the PCI DSS standard.
• Failure to pay amounts due by the deadline set in the contract may lead to cancellation of the booking, applying the cancellation conditions in the contract.
• Cash payments comply with Romanian Law no. 70/2015 on cash payment ceilings.

7. Amendment and cancellation by the Client

The Client may request an amendment or cancellation in writing at the Agency’s e-mail address. Cancellation conditions apply based on the number of days remaining until the start of the trip and on the provider’s commercial policy, and are set out in the travel package contract.

• The level of cancellation penalties is communicated in writing to the Client before the booking is confirmed.
• Some promotional fares are non-refundable; this is stated expressly in the quote.
• Changing names, details or cabin configuration may incur additional supplier charges.
• We recommend taking out cancellation insurance, which may cover costs in the situations provided by the policy.

8. Amendment or cancellation by the Agency, and force majeure

The Agency may amend or cancel a trip in the circumstances provided by Emergency Ordinance no. 2/2018 (for example, failure to reach a minimum number of participants, unavoidable and extraordinary circumstances affecting performance). The Agency informs the Client without delay and proposes alternatives.

• If the Agency cancels for reasons attributable to it, the Client is entitled to a full refund of amounts paid.
• In cases of unavoidable and extraordinary circumstances (natural disasters, pandemics, civil unrest, restrictions imposed by authorities), the rights and deadlines are those set out in Emergency Ordinance no. 2/2018 and in the travel package contract.
• Insolvency protection as required by Emergency Ordinance no. 2/2018 is communicated to the Client through the standard information attached to the contract.

9. Right of withdrawal

Under Romanian law transposing Directive 2011/83/EU, the right of withdrawal from distance contracts does NOT apply to travel packages (contracts providing for a specific date or period of performance are excluded), nor to accommodation, transport or car rental services for a specific date, to passenger transport contracts, or to bookings for events. In these situations the Client’s rights are those provided by Emergency Ordinance no. 2/2018 and by the contract, including the cancellation conditions described above. Providers of linked services may have their own cancellation policies, which apply primarily in respect of that service.

10. Obligations and liability of the parties

• The Client must hold valid travel documents (passport valid for at least 6 months after the return date, visas, documents for minors) and comply with the health and safety rules of the destinations.
• The Client is responsible for the accuracy and completeness of the details provided at booking and for losses caused by them (including denied boarding caused by incomplete documents).
• The Agency is liable for the services included in the travel package under Emergency Ordinance no. 2/2018 and for the correct performance of its own obligations.
• The Agency is not liable for services provided by third parties outside the contract (optional excursions, services purchased separately on board, activities not included in the package).
• The Agency is not liable for the impossibility of performing services as a result of the Client’s acts or of force majeure.

11. Complaints and alternative dispute resolution

Any dissatisfaction regarding the services provided may be sent in writing to the Agency at rezervari@cyrix.ro or through the contact form. Complaints are resolved and a reply is communicated within a maximum of 15 working days of registration.

• Consumers may address the national consumer protection authority — ANPC — and consumer protection associations.
• Alternative dispute resolution is carried out by the SANABR entities listed by ANPC, under Romanian Law no. 192/2006 and Government Ordinance no. 38/2015.
• The European Commission provides the online dispute resolution platform, available at https://ec.europa.eu/consumers/odr.
• Complaints about card payments may also be sent to the card issuer, which must reply under the applicable legal conditions.

12. Personal data protection

We process personal data in accordance with Regulation (EU) 2016/679 (GDPR) and Romanian Law no. 190/2018, exclusively for the purposes necessary to handle the request, issue the quote, conclude the contract, issue invoices, comply with legal obligations and resolve any complaints. We do not sell or rent personal data. Full details, including legal bases, retention periods, recipients and data subject rights, are set out in the Privacy Policy.

13. Intellectual property

The content of the website (texts, structure, own photographs, graphic elements, databases) is protected by Romanian Law no. 8/1996 on copyright and related rights and Law no. 129/1992 on the protection of designs. Reproduction, distribution or commercial use without the Agency’s written consent is prohibited. Destination and ship photographs may come from royalty-free image banks or from suppliers and are used within the limits of the respective licences.

14. Applicable law and jurisdiction

These terms are governed by Romanian law. Any disputes are settled amicably; failing that, they fall within the jurisdiction of the competent Romanian courts, without prejudice to the consumer’s right to bring proceedings before the court of their domicile under consumer protection legislation. Contractual clauses are interpreted in accordance with Romanian Law no. 193/2000 on unfair terms.

15. Amendment of the terms

The Agency may amend these terms; the update is published on this page, indicating the date of the latest update. Contracts already confirmed are governed by the terms in force at the time they were concluded. We recommend checking this page periodically.