General Terms and Conditions of Noon BV
NOON BV (also operating under the commercial names: Noon Backoffice & Noon Escapes), a private limited company established under Belgian law, with its registered office at Karmenhoekstraat 14, 9850 Hansbeke and company number VAT BE 1009.000.235. You can contact Noon via email: hello@noon-escapes.be.
Article 1 – Definitions
In these general terms and conditions, the following is understood:
Service Provider: NOON BV
Client: the entrepreneur or individual who enters into an agreement and thereby accepts the general terms and conditions.
Offer: all proposals and quotations issued by us, whether via the website, social media, or email.
Service(s) & Product(s): (online) back-office assistance, training, workshops, e-books, event planning, marketing, project management, retreats, trips, travel support, etc., both domestically and internationally.
Agreement: the agreement for services or product purchase between the service provider and the client, upon acceptance of the quotation by the client or the agreement for the purchase of a service or product.
Written: written communication via email or registered letter where necessary.
Website: http://www.noonbackoffice.com & https://www.noonescapes.com.
Article 2 – Applicability of general terms and conditions
2.1. In these general terms and conditions, we describe the rules based on which Noon BV, as the Service Provider, will provide the services and products to you, as the Client. These terms apply to all quotations, offers, online courses, agreements, services, and products, and contain important information about your rights and obligations.
2.2. These general terms always take precedence over any general terms of you, as the Client, unless expressly deviated from in writing.
2.3. The latest version of these general terms and conditions always applies.
Article 3 – Offer and Acceptance
3.1. Noon BV, as the Service Provider, always makes an offer via the website, social media, or email. The prices in the quotation are exclusive of VAT, which must be paid.
3.2. The quotations of Noon BV, as the Service Provider, are valid for 7 days unless otherwise stated in writing in the quotation. After 7 days or the specified period in the quotation, the Offer expires, and you can no longer accept it. Quotations are only valid for the services expressly included in them.
3.3. Noon BV, as the Service Provider, reserves the right to adjust prices and/or terms. The offer valid at the time of your acceptance, i.e. purchase, is the applicable offer.
3.4. Noon BV may, without prior notice, suspend its services entirely or in part towards you or terminate the agreement if you fail to meet your payment obligations, other obligations (such as providing required information), or your obligations under these general terms.
3.5. Upon the purchase of services or products, it will always be indicated when the Service will be performed, or the Product will be delivered.
Article 4 – Execution of the Agreement and provision of information by the Client
4.1. When you, as the Client, accept our quotation for a project, workshop, event, or online training (i.e., a Service or Product), there is an obligation to pay the full price stated in the quotation. Even if the Agreement is terminated prematurely during the course of the project by you, as the Client, you are still required to pay the total price.
4.2. We, as the Service Provider, will perform the Service or deliver the Product to the best of our ability and according to best practices. However, we, as the Service Provider, are not responsible for achieving the result you intended.
Article 5 – Price and Payment Terms
5.1. General 5.1.1 The price depends on the chosen Product or Service. 5.1.2 The stated prices are always in euros and exclude VAT.
5.1.3 The agreed price includes all costs except for additional Products/Services or travel expenses. Any extra costs will always be indicated separately and are the Client's responsibility. Any changes to the requested Services or Products and/or additional Services or Products will be invoiced accordingly based on the rates in effect at the time the changes/additional Services are ordered/purchased. The Client can request the applicable rates from us at any time, with the understanding that if nothing is specified, these additional Services/changes will be charged at an hourly rate of €150 (excluding VAT).
5.1.4 We cannot be held to our quotation if you could reasonably understand that the quotation, or part of it, contains a clear material error or typographical mistake, such as an unrealistically high discount or unusually low price.
5.2. Invoicing and Payment
5.2.1. At the time the Client purchases a Service or Product, the Client is required to pay the full price unless a specific Service or Product provides the option to pay in installments. The Client will receive a VAT-compliant invoice upon payment.
5.2.2. If the Client disputes an invoice, they must file a written objection within 8 calendar days of receiving the invoice. If the Client has questions about a part of the invoice or disputes the invoice, this does not suspend the payment obligation.
5.2.3. For Individuals: in case of non-payment or late payment of the invoice within the stipulated term, the client will receive a first reminder free of charge. This obligates the client to settle the payment within 14 days following the original due date. Upon a second reminder, we are obliged to charge a late interest of 10% of the invoice amount as well as a fixed compensation:
€20 if the outstanding balance is equal to or less than €150.
€30 + 10% of the amount due if the outstanding balance is between €150 and €500.
€65 + 5% of the amount due if the outstanding balance exceeds €500.
5.2.4. For Businesses: in the event of non-payment or late payment of the invoice within the stipulated term, all outstanding invoices become immediately due, and the Client shall automatically and without prior notice be liable for interest at a rate of 5% per month on the invoice amount, along with fixed compensation of 10%, with a minimum of €150. In the case of partial payment, full compensation is still due. All costs related to judicial or extrajudicial collection of unpaid invoices will be borne by the Client.
Article 6 – Online Services and Products
6.1. Your access to Products or online Services is strictly personal. As a Client, you are strictly prohibited from sharing your login details with any third party.
6.2. We reserve the right to suspend your access to the platform (website in case of web design/website maintenance) in the following cases:
Suspected misuse
Suspected sharing of login details with third parties
Unlawful actions or damage caused to the Service Provider
Violation of the General Terms and Conditions
Non-payment in case of installment payments
6.3. Unless otherwise specified, online Products will be made available immediately after payment. You will then receive access to an online platform with your purchased Service or a link via email to participate in the Service or Product.
6.4. If you, as a Client, qualify as a consumer, you have a right of withdrawal of 14 calendar days after purchasing the Service, in accordance with Articles VI.47 and subsequent articles of the Belgian Economic Law Code (WER). If you purchase an online course, webinar, or workshop where you receive immediate access to the purchased Service, you expressly waive this right of withdrawal, as you wish the Service to begin before the withdrawal period ends, and the Service has been fully delivered. Businesses (including sole proprietorships) do not have a right of withdrawal.
6.5. The Service Provider will always specify how long the purchased online Service will be available for each Service.
Article 7 – Disputes
7.1. If you, as a Client, have a complaint or are dissatisfied with our Services or Products, we would naturally like to hear about it to find a solution together. You must notify us of your complaint within 8 calendar days of the delivery of our Service/Product. The description of your complaint must be as detailed as possible.
7.2. A complaint cannot, of course, result in us being required to provide Services or Products other than those agreed upon.
Article 8 – Liability
8.1 Noon BV can only be held liable in cases of fraud, deceit, or intentional wrongdoing.
8.2 The Agreement always involves a best-efforts obligation, not a results obligation. We will, of course, do our utmost to provide our Service correctly and aim for the best possible result; however, we cannot be held liable if the intended result is not achieved.
8.3 Noon BV reserves the right to engage third parties or other service providers if we deem it necessary.
8.4 We are not liable for or obliged to compensate immaterial, indirect, or consequential damages, including (but not limited to) loss of profits, turnover, income, administrative or personnel costs, an increase in general costs, loss of clientele, or claims from third parties.
8.5 Noon BV cannot be held liable for any damage resulting from their fault, except in cases of gross (or intentional) error.
8.6 Noon BV cannot be held liable if we cannot deliver our Services due to force majeure. If the force majeure is temporary, we will still attempt to provide our Services as soon as reasonably possible. If it turns out that it is impossible for us to complete or continue our Services, the Agreement will be reviewed or terminated by mutual consent.
8.7 Noon BV is not liable for damage, of any kind, resulting from incorrect and/or incomplete data provided by you.
8.8 Noon BV has liability insurance, and the maximum amount for which we can be held liable is limited to the amount of the price of the purchased service or product as stated in the quotation.
Article 9 – Intellectual Property Rights
9.1. By accepting these general terms and conditions, you, as a Client, expressly acknowledge that all designs, information, images, emails, downloads, diagrams, modules, and/or materials, as well as other content on the website or courses, are the property of us, as the Service Provider, and are protected by the relevant intellectual property rights, including but not limited to copyrights, trademark rights, database rights, neighboring rights, patents, and design rights.
9.2. If we find any violation, we have the right to charge you real damages.
9.3. Parties may always deviate from this by means of a written agreement.
Article 10 – Data Protection Policy
10.1. By placing an order or using our Services, you give us explicit permission to process your personal data for the purpose of providing the Services. The data provided may also be used for customer management, newsletters, advertising or marketing purposes, and statistical information collection.
10.2. We comply with the General Data Protection Regulation (GDPR) of 30 July 2018 regarding the protection of privacy in the processing of personal data.
10.3. For more information, Noon Escapes refers to its Privacy Statement on www.noonbackoffice.com, which forms an integral part of these general terms and conditions.
Article 11 – Confidentiality
11.1. Parties are bound by a strict confidentiality obligation.
This means that, except with the express consent of the other party, they may not use, disclose, or transmit any of each other's business secrets in connection with any business aspect to any third party. This specifically, but not exclusively, includes pricing, marketing, production, financing, and strategic development of the company, lists or details regarding Clients, past or potential Clients, contractual terms, etc.
11.2. Confidentiality is waived if one of the parties is required by law or court order to provide confidential information to third parties.
11.3. The parties acknowledge the importance of this obligation. Violation of this confidentiality obligation during the duration of this Agreement constitutes a serious fault.
In the event of a breach of this article, the parties will owe a fixed compensation of €1,500 – without prejudice to the right to claim additional damages if this sum does not sufficiently compensate for the damage. This compensation is owed to the other party without limiting the right to pursue any other legal remedies.
Article 12 – Entirety and Invalidity
12.1. No one can transfer their rights and/or obligations arising from these general terms and conditions or our agreements to a third party without the other party's consent.
12.2. If any provision (or part thereof) of the General Terms and Conditions is unenforceable or conflicts with a provision of mandatory law, this will not affect the validity and enforceability of the other provisions of these General Terms and Conditions, nor the validity and enforceability of the part of the relevant provision that is not unenforceable or conflicts with a provision of mandatory law. In such a case, the Parties will negotiate in good faith to replace the unenforceable or conflicting provision with an enforceable and legally valid provision that closely matches the purpose and intent of the original provision.
Article 13 – Applicable Law and Competent Courts
13.1. This Agreement is governed by Belgian law. Any dispute regarding the interpretation or execution of a contract and concerning our invoices falls under the exclusive jurisdiction of the courts of Ghent, unless mandatory law provides otherwise.
Article 14 – Questions and Comments
14.1. If the client has any questions or comments regarding Noon Escapes' services or products, they can always contact hello@noon-escapes.be. Noon BV values good relations with its Clients and appreciates it if the Client immediately communicates any remarks. Noon BV hopes these general terms and conditions have provided clarity about its services.
Booking Terms & Policies
NOON Ltd. (also trading under the commercial name: Noon Escapes), a limited company established under Belgian law, with its registered office at Karmenhoekstraat 14, 9850 Hansbeke, and business number VAT BE 1009.000.235.
You can contact Noon Escapes via the email address: travel@noon-escapes.com.
Definitions In these general terms and conditions, the following definitions apply:
Service Provider: Noon Ltd.
Customer: the business or individual who enters into an agreement and thereby accepts the general terms and conditions.
Offer: all proposals and quotations issued by us, whether via the website, social media, or email.
Service(s) & Product(s): (online) back office assistance, workshops, e-books, event planning, marketing, travel support, travel packages, retreats, etc., both domestically and internationally.
Agreement: the service or product purchase agreement between the service provider and the customer, following the customer’s acceptance of the offer or the agreement to purchase a service or product.
In Writing: written communication via email or, where necessary, by registered mail.
Website: http://www.noonescapes.com
Terms and Conditions of Noon Escapes Travel
The combination of travel services offered to you constitutes a package tour within the meaning of Directive (EU) 2015/2302, transposed by the law of November 21, 2017, concerning the sale of package tours, linked travel arrangements, and travel services. Consequently, you are entitled to all EU rights applicable to package tours. Noon.Escapes is fully responsible for the proper execution of the entire package tour. General travel conditions of the Travel Disputes Committee for package travel agreements.
Article 1: Scope
These general terms and conditions apply to package travel agreements booked from July 1, 2018, and are regulated by the Law concerning the sale of package tours, linked travel arrangements, and travel services of November 21, 2017.
Article 2: Information from the organizer and retailer before concluding the package travel agreement
2.1 Before being bound by a package travel agreement, the organizer and also the retailer provide the traveler with the legally required standard information, as well as, where applicable to the package tour:
1° the main characteristics of the travel services: a) the travel destination(s), itinerary, and periods of stay, with dates and number of nights; b) the means of transport, their characteristics and categories, the places, dates and times of departure and return, the duration and places of stopovers and connections; if the exact time is not yet determined, this will be communicated approximately; c) the location, main features, and category of accommodation according to the regulations of the destination country; d) the meals provided; e) the visits, excursions, or other services included in the total price agreed for the package tour; f) where it is not clear, clarification whether the travel services are provided to the traveler as part of a group; g) the language in which other tourist services will be provided, if applicable; h) whether the trip is generally suitable for persons with reduced mobility; 2° the total price of the package tour, and where applicable, a statement of the type of additional costs that may be payable by the traveler; 3° the payment terms; 4° the minimum number of persons required for the package tour and the deadline for any possible termination of the agreement if this number is not reached; 5° general information on passport and visa requirements, including the approximate time for obtaining a visa and information on health formalities at the destination country; 6° the information that the traveler may terminate the agreement upon payment of a termination fee; 7° information about cancellation and/or assistance insurance.
2.2 The professional ensures that the correct standard information form is provided to the traveler.
2.3 The pre-contractual information provided to the traveler forms an integral part of the package travel agreement. It cannot be altered unless mutually agreed upon by the parties.
Article 3: Information provided by the traveler
3.1 The person who concludes the package travel agreement must provide the organizer and the retailer with all relevant information about themselves and their fellow travelers that could be important for concluding or executing the agreement.
3.2 If the traveler provides incorrect information, leading to additional costs for the organizer and/or retailer, those costs may be charged to the traveler.
Article 4: The package travel agreement
4.1 Upon concluding the package travel agreement or within a reasonable time, the organizer or, if a retailer is involved, the latter provides the traveler with a confirmation of the agreement on a durable medium, such as an email, paper document, or PDF. If the package travel agreement is concluded in the simultaneous physical presence of the parties, the traveler has the right to request a paper copy.
4.2 The package travel agreement or its confirmation includes the full content of the agreement, including all information as specified in Article 2 and the following details:
1° the special requests of the traveler that the organizer has agreed to; 2° that the organizer is responsible for the proper execution of the package tour and has an obligation to provide assistance; 3° the name and contact details of the entity responsible for insolvency protection; 4° the name, address, telephone number, and email address of the organizer's local representative or another service for when the traveler is in difficulty or wishes to make a complaint about possible non-conformity; 5° the obligation of the traveler to report non-conformity during the trip; 6° information for directly contacting an unaccompanied minor or the person responsible for them at their place of stay; 7° information on the internal complaint handling process; 8° information about the Travel Disputes Committee and the EU platform for online dispute resolution; 9° information on the traveler’s right to transfer their agreement.
4.3 In good time before the start of the package tour, the organizer provides the traveler with:
1° the necessary receipts; 2° the vouchers and transport tickets; 3° information on the planned departure times and, where applicable, the latest time to check-in, the planned times of stopovers, connections, and arrival.
Article 5: The price
5.1 After concluding the package travel agreement, prices can only be increased if the agreement explicitly provides for it. In that case, the package travel agreement specifies how the price revision is calculated. Price increases are only allowed as a direct result of changes in:
1° the price of passenger transport due to increased fuel costs or other energy sources; or 2° the level of taxes or fees on the travel services included in the agreement, imposed by third parties not directly involved in the performance of the package tour, including tourist taxes and departure or arrival taxes at ports and airports; or 3° the exchange rates relevant to the package tour. If a price increase is foreseen, the traveler is entitled to a price reduction in the event of a decrease in the aforementioned costs.
5.2 If the increase exceeds 8% of the total price, the traveler may terminate the agreement without paying a termination fee. 5.3 A price increase is only possible if the organizer notifies the traveler on a durable medium, such as an email, paper document, or PDF, no later than twenty days before the start of the package tour, stating the justification for the increase and providing a calculation. 5.4 In the case of a price reduction, the organizer has the right to deduct administrative costs from the amount due to the traveler. The organizer provides proof of these costs at the traveler's request.
Article 6: Payment of the travel sum
6.1 Unless otherwise agreed, the traveler pays a portion of the total travel sum as an advance when concluding the package travel agreement, as specified in the special terms and conditions. 6.2 Unless otherwise agreed in the package travel agreement, the traveler pays the balance of the price no later than 1 month before the departure date.
6.3 If the traveler, after having been given prior notice, fails to pay the advance or the travel sum required, the organizer and/or retailer has the right to terminate the agreement with the traveler by operation of law, with the costs charged to the traveler.
6.4 Cancelation
for every cancellation, an administrative fee of at least €75 will be charged.
in some cases a non-refundable advance will be asked, this will always be mentioned on the website and inscription form. Administrative fee for cancelations is not included in the non-refundable advance and will be charged separately.
if you cancel more than 16 weeks before departure, you will receive your deposit back minus €75, as well as the full remaining balance if it has already been paid. (if none non-refundable advance is asked)
if you cancel between 16 and 8 weeks before departure, you will receive your remaining balance back, if it has already been paid. The deposit will not be refunded at that point; you will lose it (or 50% of the total amount). (if none non-refundable advance is asked)
if you cancel less than 8 weeks before departure, you will lose the entire amount, and it will not be refunded. (if none non-refundable advance is asked)
by registering, you agree to comply with the rules and obligations regarding Covid-19 that are in effect at that time in both the country of departure and the country of stay.
failure to meet the specified payment deadlines may result in the organisation charging additional fees.
by registering, you must agree to the above cancellation terms.
Article 7: Transferability of the package travel agreement
7.1 The traveler may transfer the package travel agreement to a person who meets all conditions applicable to that agreement provided that they: 1° notify the organizer and, where applicable, the retailer as soon as possible and no later than 7 days before the start of the package tour via a durable medium, such as an email, paper document, or PDF, and 2° bear any additional costs arising from the transfer. 7.2 The person transferring the package tour and the person taking over the agreement are jointly and severally liable for the payment of the outstanding amount and any additional fees arising from the transfer. The organizer informs the transferor of the costs of the transfer.
Article 8: Other changes by the traveler
If the traveler requests another change, the organizer and/or retailer may charge all costs incurred as a result.
Article 9: Changes by the organizer before departure
9.1 The organizer may not unilaterally change the provisions of the package travel agreement, except for price changes before the start of the package tour, unless: 1° the organizer has reserved this right in the agreement, and 2° it concerns a minor change, and 3° the organizer informs the traveler of this change via a durable medium, such as an email, paper document, or PDF.
9.2 If, before the start of the trip, the organizer is compelled to significantly change one of the main characteristics of the travel services or cannot meet the confirmed special requests of the traveler, or proposes to increase the price of the package tour by more than 8%, the organizer must inform the traveler and provide: 1° the proposed changes and their effect on the price of the package tour; 2° the option to terminate the agreement without any termination fee unless the traveler accepts the proposed changes; 3° the deadline within which the traveler must inform the organizer of their decision; 4° the fact that if the traveler does not expressly accept the proposed change within the specified period, the agreement will automatically be terminated, and 5° if applicable, the proposed replacement package tour and its price.
9.3 When changes to the package travel agreement or the replacement package tour result in a decrease in quality or cost, the traveler is entitled to an appropriate price reduction.
9.4 If the package travel agreement is terminated under Article 9.2 and the traveler does not accept a replacement package tour, the organizer will refund all payments made no later than fourteen days after the agreement is terminated.
Article 10: Termination by the organizer before departure
10.1 The organizer may terminate the package travel agreement: 1° if the number of persons enrolled for the package tour is less than the minimum number specified in the agreement, and the organizer notifies the traveler of the termination within the period specified in the agreement, but no later than: a) twenty days before the start of the package tour for trips longer than six days; b) seven days before the start of the package tour for trips between two and six days; c) forty-eight hours before the start of the package tour for trips shorter than two days; 2° if the organizer is prevented from executing the agreement due to unavoidable and extraordinary circumstances and notifies the traveler of the termination without undue delay before the start of the package tour.
10.2 In these cases, the organizer refunds all payments made for the package tour without undue delay and no later than fourteen days after the agreement is terminated.
10.3 The organizer is not liable for additional compensation.
Article 11: Termination by the traveler
11.1 The traveler may terminate the package travel agreement at any time before the start of the package tour. In the event of such termination, the traveler may be required to pay the organizer an appropriate and justifiable termination fee.
11.2 The package travel agreement may specify reasonable standard termination fees based on the time of termination before the start of the package tour and the expected cost savings and income from alternative deployment of the travel services.
11.3 If no standard termination fees are specified, the amount of the termination fee corresponds to the price of the package tour minus the cost savings and income from alternative deployment of the travel services. At the traveler's request, the organizer provides justification for the amount of the termination fee.
11.4 The traveler is not liable to pay the termination fee if unavoidable and extraordinary circumstances occur at the place of destination or its immediate vicinity that significantly affect the performance of the package tour or the transport of passengers to the destination. In such cases, the traveler is entitled to a full refund of the package tour, but not to additional compensation.
Article 12: Non-execution of the package tour
12.1 The organizer is responsible for the execution of the travel services included in the package travel agreement, regardless of whether these services are provided by the organizer or other travel service providers.
12.2 The traveler informs the organizer of any non-conformity found during the performance of a travel service included in the package travel agreement without undue delay.
12.3 If a travel service is not performed in accordance with the package travel agreement, the organizer remedies the non-conformity, unless: 1° it is impossible, or 2° it involves disproportionate costs, taking into account the extent of the non-conformity and the value of the affected travel services. If the organizer does not remedy the non-conformity, the traveler is entitled to a price reduction and compensation for damages.
Article 13: Rights of the traveler
13.1 If a significant portion of the travel services cannot be provided as agreed in the package travel agreement, the organizer offers, at no extra cost to the traveler, suitable alternative arrangements of, where possible, equivalent or higher quality.
13.2 If the proposed alternative arrangements result in a package of lower quality than specified in the package travel agreement, the organizer grants an appropriate price reduction.
13.3 The traveler may only reject the proposed alternative arrangements if they are not comparable to what was agreed in the package travel agreement or if the price reduction granted is inadequate.
13.4 If the non-conformity significantly affects the performance of the package travel agreement and the organizer has not remedied it within a reasonable period set by the traveler, the traveler may terminate the package travel agreement without paying a termination fee and, where applicable, request a price reduction and/or compensation for damages.
13.5 If no alternative arrangements are possible or the traveler rejects the proposed alternative arrangements in accordance with Article 13.3, the traveler is entitled to a price reduction and/or compensation for damages without termination of the package travel agreement.
13.6 If the package travel agreement includes the transport of passengers, the organizer also provides repatriation of the traveler in case of termination under Articles 13.4 and 13.5.
Article 14: Price reduction and compensation for damages
14.1 The traveler is entitled to an appropriate price reduction for any period during which there was non-conformity, unless the organizer proves that the non-conformity is attributable to the traveler.
14.2 The traveler is entitled to receive appropriate compensation from the organizer for any damage incurred as a result of non-conformity, unless the organizer proves that the non-conformity is attributable to: 1° the traveler, 2° a third party unconnected with the provision of the travel services included in the package travel agreement and is unforeseeable or unavoidable, or 3° unavoidable and extraordinary circumstances.
14.3 The organizer’s liability for damages resulting from the non-execution or poor execution of the package travel agreement is limited to three times the total travel sum, except in the case of personal injury or damage caused intentionally or negligently.
14.4 Compensation or price reduction granted under EU legislation or international conventions is deducted from the compensation or price reduction granted under this law.
Article 15: Obligation to provide assistance
15.1 The organizer provides appropriate assistance without undue delay to the traveler in difficulty, including: 1° provision of appropriate information on health services, local authorities, and consular assistance; 2° assistance with long-distance communications and finding alternative travel arrangements.
15.2 If the difficulty is caused intentionally or through the traveler’s negligence, the organizer may charge an appropriate fee for such assistance, which does not exceed the actual costs incurred by the organizer.
Article 16: Complaints
16.1 If the traveler has a complaint during the trip, they should report it as soon as possible to the organizer or retailer to seek a solution.
16.2 If the complaint is not resolved on-site to the traveler's satisfaction, or it is not possible to file the complaint on-site, the traveler must submit it within one month after the end of the travel services via a durable medium, such as an email, paper document, or PDF.
16.3 If a complaint is not resolved satisfactorily, the traveler may contact the Travel Disputes Committee.
Article 17: Guarantee Scheme
17.1 Noon.Escapes has taken out insolvency protection with the designated guarantee fund to reimburse the traveler for any payments received and, where necessary, to repatriate the traveler in the event of Noon.Escapes' insolvency.
17.2 During the execution of the package travel agreement, the traveler must report any complaints as soon as possible on-site, in an appropriate and verifiable manner, to the organizer or retailer so that a solution can be sought.
17.3 If a complaint is not satisfactorily resolved on-site or if it was impossible for the traveler to file a complaint on-site, they must submit a complaint to the organizer or retailer in a verifiable manner without delay after the end of the travel agreement.
Article 18: Conciliation Procedure
18.1 In the event of a dispute, the parties must first seek an amicable settlement between themselves.
18.2 If this attempt at an amicable settlement fails, any of the involved parties may request the Travel Disputes Committee to initiate a conciliation procedure, provided all parties agree.
18.3 To this end, the secretariat will provide the parties with conciliation regulations and an "agreement to conciliate."
18.4 In accordance with the procedure described in the regulations, an impartial conciliator will then contact the parties to seek a fair conciliation between them.
18.5 Any agreement reached will be documented in a binding written agreement.
Article 19: Arbitration or Court
19.1 If no conciliation procedure is initiated or if it fails, the claiming party may initiate an arbitration procedure with the Travel Disputes Committee or file a lawsuit in court.
19.2 The traveler can never be compelled to accept the jurisdiction of the Travel Disputes Committee, neither as a claiming nor as a defending party.
19.3 The organizer or retailer who is the defending party can refuse arbitration only if the amount claimed by the claiming party exceeds 1,250 euros. They have a period of 10 calendar days after receiving the registered letter or email with receipt acknowledgment indicating that a file with a claim starting from 1,251 euros has been opened with the Travel Disputes Committee.
19.4 This arbitration procedure is governed by a disputes regulation and can only be initiated after a complaint has been filed with the company itself and it is clear that the dispute could not be amicably settled or once 4 months have passed after the (intended) end of the trip (or possibly from the service that gave rise to the dispute). Disputes concerning physical injuries can only be settled by the courts.
19.5 The arbitration panel, composed equally, makes a binding and final decision on the travel dispute in accordance with the disputes regulation. No appeal is possible against this decision.
Secretariat of the Travel Disputes Committee:
Telephone: 02 277 62 15 or 02 277 61 80 (9 AM to 12 PM); Fax: 02 277 91 00 City Atrium, Vooruitgangstraat 50, 1210 Brussels
Email: reisgeschillen@clv-gr.be
Version 1 September 2023