Terms — Trips Organised by TrekFriendly

These terms apply to trips organised by TrekFriendly and identified as package trips. For these offers, TrekFriendly acts as organiser and is responsible for proper performance of all services included in the contract.

1 — Scope and organiser

TrekFriendly organises these trips. The organising entity’s full legal identity, contact details and useful contact information during the trip must be provided in the trip-specific file before any commitment.

These terms do not apply to hikes offered by independent guides on the TrekFriendly marketplace, which are subject to separate sales terms.

2 — Pre-contractual information and contract documents

Before being bound, the Traveller receives the applicable standard information form and a clear, readable trip-specific file. Depending on the trip, it specifies in particular:

• destination, itinerary, dates, duration and number of nights;
• accommodation, meals, transport, activities and other included or excluded services;
• approximate group size and guiding language;
• required fitness level, accessibility and, on request, suitability for the Traveller’s particular needs;
• total price, taxes and any additional costs, and the payment schedule;
• passport, visa and health formalities where relevant;
• termination, transfer, complaint and assistance arrangements;
• the identity and contact details of the organiser and the entity providing insolvency protection.

Pre-contractual information on the main characteristics, price, payment and termination forms part of the contract. It may only be changed before conclusion by mutual express agreement. These terms, the trip-specific file, booking confirmation and special requirements accepted by TrekFriendly together form the contract. Mandatory rules remain applicable.

A copy or confirmation of the contract is provided on a durable medium at conclusion or without undue delay. Necessary receipts, vouchers and departure information are supplied in good time.

3 — Booking and participation conditions

Trips are reserved for persons aged 18 or over, including the booking holder and all participants. The Traveller provides accurate information, checks before booking that they meet the trip’s conditions and reports any particular needs TrekFriendly must consider in good time. A special request becomes part of the contract only if TrekFriendly has expressly accepted it.

The booking is confirmed after the requested payment is validated and the booking recorded. Confirmation is provided on a durable medium. Displayed availability alone does not constitute booking confirmation.

Online booking of a package trip does not benefit from the 14-day withdrawal period. The termination and transfer rights below remain applicable.

4 — Price and payment

The total price including taxes and the included services are stated before booking. Excluded services and additional costs that cannot reasonably be calculated in advance are described before the contract is concluded. A cost not disclosed as legally required is not payable by the Traveller.

• For bookings below €500, the full price is paid at booking.
• For bookings of €500 or more, a 30% deposit is paid at booking and the 70% balance is due 45 days before departure.
• If booking takes place after the balance deadline, it is due immediately.

The confirmed price is fixed: TrekFriendly does not reserve the right to increase it after the contract is concluded. Additional services subsequently requested by the Traveller require a separate agreement on their content and price.

5 — Transfer and changes before departure

The Traveller may transfer the contract to someone meeting all trip conditions by notifying TrekFriendly on a durable medium within a reasonable period before departure. Notice received at least seven days before departure is always considered reasonable; shorter notice is not automatically refused and is assessed against actual possibilities. The transferor and transferee are jointly and severally liable for the balance and actual costs caused by the transfer. TrekFriendly communicates and substantiates those costs, which cannot exceed the costs actually incurred.

TrekFriendly may make a minor change if the contract reserves that possibility and the Traveller is clearly informed on a durable medium. Moving the trip to another date or significantly changing a main characteristic is treated as a significant change.

For a significant change, TrekFriendly informs the Traveller without undue delay of its content, any effect on price, a reasonable response deadline and any replacement offer. Within that deadline, the Traveller expressly chooses to accept the change or terminate without fees. Without express acceptance within the stated period, the contract automatically ends. Reduced quality or cost entitles the Traveller to an appropriate price reduction. If the contract ends and no replacement is accepted, payments are refunded within fourteen days.

6 — Termination by the Traveller

The Traveller may terminate at any time before departure by notifying TrekFriendly on a durable medium. Unless a right to terminate without fees applies, the following standard charges apply:

• more than 60 days before departure: €50 per participant;
• 46 to 60 days before departure: 30% of the total booking price;
• 31 to 45 days before departure: 50% of the total booking price;
• 16 to 30 days before departure: 75% of the total booking price;
• 15 days or fewer before departure, or in the event of a no-show: 100% of the total booking price.

This scale sets standard charges. The charges actually retained must always be appropriate and justifiable, take account of cost savings and expected income from making the services available again, and never exceed the total package price. TrekFriendly substantiates the amount on request. Any refund due equals payments received minus applicable charges and is made within fourteen days of termination.

The Traveller may terminate without fees when unavoidable and extraordinary circumstances arise at the destination or in its immediate vicinity and significantly affect performance of the trip or passenger transport to the destination. Payments received are then refunded in full within fourteen days, without additional compensation.

7 — Termination by TrekFriendly

Trips organised by TrekFriendly are not subject to the minimum participant numbers applying to independent guides’ offers. TrekFriendly therefore cannot cancel a confirmed booking for insufficient participants.

TrekFriendly may terminate if unavoidable and extraordinary circumstances prevent performance of the contract, provided it informs the Traveller without undue delay before departure. All payments are then refunded within fourteen days, without additional compensation. Another trip or a voucher may be offered, but the Traveller remains free to refuse. For any other termination attributable to TrekFriendly, a full refund and, where applicable, compensation required by law remain due.

8 — Performance, liability and assistance

TrekFriendly is responsible for all services included in the contract, whether provided by TrekFriendly or another supplier. The Traveller must report any lack of conformity observed during the trip without undue delay so that a solution can be provided.

TrekFriendly remedies the lack of conformity unless this is impossible or entails costs disproportionate to its significance and the value of the service concerned. The Traveller’s statutory rights to replacement arrangements, a price reduction, reimbursement of necessary expenses, termination or compensation remain applicable according to the circumstances.

TrekFriendly provides appropriate assistance without undue delay to Travellers in difficulty, particularly by providing useful information on health services, local authorities and consular assistance, and helping them communicate or find other services. If the difficulty was caused intentionally or negligently by the Traveller, any charge for assistance must be reasonable and limited to actual costs incurred.

9 — Insolvency protection

Belgian law requires organisers to provide protection covering refunds when services are not performed because of insolvency and, where passenger transport is included, repatriation. The protection provider’s identity and contact details must appear in the contract or confirmation.

Opening of bookings

Bookings for TrekFriendly-organised trips will open after the organiser’s full legal identity and the identity and contact details of the insolvency protection provider have been communicated in the trip-specific file supplied before any commitment.

10 — Complaints and dispute resolution

Requests or complaints may be sent on a durable medium to the contact details stated in the trip-specific file and booking confirmation. For difficulties during the trip, the Traveller contacts TrekFriendly as soon as possible to allow effective action. The parties first seek an amicable solution.

Information on the competent out-of-court dispute resolution mechanism and its contact details is provided in the trip-specific file. These terms do not claim affiliation with any particular industry body. The Traveller always retains the right to bring proceedings before the competent court.

11 — Applicable law and mandatory rights

The contract is governed by Belgian law, particularly the Act of 21 November 2017 on the sale of package travel, linked travel arrangements and travel services. No clause may deprive the Traveller of mandatory rights granted by that Act or the protective rules of their country of residence.

The current Belgian text is available in the Justel database.