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terms of service

terms of service

Dear travelers!


The following travel conditions are for your information; Please read this carefully, as you acknowledge the exclusive validity of these conditions. Deviating conditions are not recognized, except in the case of written, explicit consent.


With your booking, you offer to the travel agent CUBATROTTER the conclusion of the travel contract binding. The contractual relationship becomes binding for the travel operator CUBATROTTER, if the booking and the price in the form of a confirmation of booking confirmed by e-mail.


1.1 Confirmation of reservation / travel security certificate
After booking you will receive a confirmation. It also provides a description of the services (offer) describing the booked trip, their price and the type of trip (individual tour with / without tour guide or adventure tour with expedition character). As a non-European organizer, CUBATROTTER does not issue a travel insurance (Insolvency Insurance). Our house bank (reference see offer) but gladly gives us our very good creditworthiness information. We also refer to our well-known cooperation partners as a reference.


At the latest 14 days after receipt of the booking documents, the traveler will be required to pay the deposit amount shown on our account. Any travel and / or cancellation insurance must be paid in full immediately. The remaining amount must be paid upon receipt of the final payment request (at the latest 14 days prior to arrival). A non-arrival of the outstanding amount up to the departure is considered an unannounced cancellation by the customer.


3.1 Implementation

The execution of our journeys is in accordance with the tender in our program. Changes to travel arrangements, program schedule or accommodation are reserved (for details see below under "Special features of adventure travel") The distance from the travel agency is at your own risk and unpunctual appearance at the specified departure times.


3.2 Prices
All prices are quoted in Euro and are based on the state of the underlying offer or prospectus. The price and the services of the RICE supplier CUBATROTTER for your individually booked travel package are indicated in the offer (divided into Landarrangement and flight given by us) and binding after binding. Should there be any changes in the cost of the journey (currency exchange rates or price increases of air and ship passages or similar) before the journey, we reserve the right to adjust prices. However, this is a maximum of 10% of the travel price. This applies to a maximum of 20 days before departure. The prices are per person.


3.3 Benefits
The travel expenses include the services listed in the travel offer. The catering of the travel participants is based on this service description either on basis of overnight / breakfast, half board or full board. Half board includes accommodation, breakfast and usually dinner. If additional meals are included in the travel price, this is stated separately. We will consider special requests for service as far as possible, but we can not guarantee them. Drinking charges are not included in our services.


3.4 Performance and price changes as well as force majeure
Any changes due to strikes, weather, political or other circumstances of force majeure shall be reserved.
If the trip becomes considerably more difficult, endangered or impaired as a result of force majeure which can not be foreseen at the conclusion of the contract, the organizer as well as the traveler can terminate the contract. In the event of termination, the traveler is obliged to bear the costs of non-refundable services as well as the extra costs for the repatriation due to force majeure.


The traveler can terminate the contractual relationship with the travel agent CUBATROTTER before travel. The cancellation must be made in writing (email or fax) and the traveler does not have to state reasons. The respective cancellation fees are as follows. The access of the travel agent to the travel agency within office hours (Monday to Friday) from 7 am to 4 pm local time in Mexico is decisive. Advance payments made are reimbursed under deduction of the remaining cancellation charges or, in the event of a negative balance, a final payment is required.


4.1 Cancellation Fees
4.1.1 Compound line flight

Scheduled flights are obtained from a third party (eg:; CUBATROTTER therefore appears as a mediator of this component. Scheduled flights will be paid immediately upon booking. A cancellation is subject to the conditions of the airline.


4.1.2 Component Land Arrangement Cancellation costs for single payments:

Up to 30 days before travel: 10%
29-15 days before travel: 20%
14-3 days before travel: 85%
2 days (48 hours) before travel: 95%

From 1 day (24 hours) before travel: 100% Cancellation costs for group travel:

Up to 61 days before travel: 10%
60-31 days before travel: 20%
30-16 days before travel: 30%
15-3 days before travel: 85%
2 days (48 hours) before travel: 95%

From 1 day (24 hours) before travel: 100%


Depending on the hotel category, the cancellation conditions can vary, so especially hotels in the luxury class can have considerably tighter cancellation conditions. If a hotel has different cancellation conditions, this is stated separately in the booking confirmation and are then deviating from the travel conditions valid


4.2 Cancellation insurance
In the case of a cancellation insurance, the terms of the cancellation charge shall apply.


The travel provider CUBATROTTER may withdraw from the travel contract, (1) if an unforeseen event occurs from the outside or (2) if the payment conditions are not met by the customer (in this case, treatment is the same as for cancellation by the customer without cancellation protection).


In principle, the change in the person for the Landarrangement is possible without restrictions and free of charge. A change of name for confirmed scheduled flights is usually subject to a charge or only to a limited extent, depending on the conditions of the respective airline.


We are liable for the proper execution of the journeys described in our program up to max. To the full amount of the travel price. For hotels, restaurants, transport companies and other service providers, we are only intermediaries. We do not assume any liability for accidents, losses or damage of any kind. The liability of these companies will not be affected. There is no liability for possible disturbances caused by the lifestyle of the local population (dance music in the early morning hours, etc.). Malfunctions due to "insane" or negligent behavior of the passenger (eg drunkenness, accidents, etc.) are generally excluded from the liability of the travel operator CUBATROTTER.
We have endeavored to provide you with a careful selection of the means of transport, accommodation and offered ancillary services during all travels. If, however, the performance of the tender does not correspond, we ask you to report this fact to the tour operator, driver or our local representative immediately so that they can provide immediate remedial action. If the traveler fails to report a defect, he is not entitled to claims.
Every traveler is obliged to assist in the event of performance disturbances within the framework of the statutory provisions to avoid or minimize damage. In order to assert its claims against the travel agent CUBATROTTER, the customer has to submit a confirmation of the non-performance of a service so that he can make a complaint. This must be communicated immediately to CUBATROTTER, but not later than two weeks after the end of the trip. Claims shall be submitted in writing by means of evidence. Tour guides etc. are not entitled to accept any claims.



All relevant claims of the customer are to be communicated to the travel agent CUBATROTTER in writing within one month after the contract has been terminated (by e-mail or fax). After the expiration of the deadline, the traveler can only assert claims only if he was prevented from doing so by his own fault.


The period of limitation of these claims begins with the day on which the journey is to end according to the contract. If negotiations between the traveler and the travel agent CUBATROTTER are negotiated with the claim or the circumstances justifying the claim, the limitation period shall be suspended until a negotiating partner refuses to continue the transaction or removes it untimely. The statute of limitations shall be served no earlier than three months after the end of the suspension. Claims resulting from tort are time-barred after three years. The assignment of claims against the travel provider

CUBATROTTER is excluded.


Subsequent reimbursement of hotel accommodation can ONLY be claimed in the following cases:

* Late car hire
Additional accommodation is due at the place of delivery as car hire is not available.
* Short term hotel transfer without knowledge of the customer
CUBATROTTER was not able to inform the customer in advance about the change of reservation before departure and customer is forced to search for a hotel independently.
* No receipt of vouchers
Customer has no knowledge of hotel reservations.
* Booking is not accepted despite vouchers

Reservation is rejected at the hotel and customer must pay for the cost of the overnight stay itself.


In the above-mentioned cases, the following reimbursement of accommodation costs per night applies as follows:

In Havana: up to 130.00 EUR in double room and single room
Outside of Havana: up to 70.00 EUR in double room, up to 40.00 EUR in single room
In Varadero: up to 160.00 EUR in double room, up to 120.00 EUR in single room


If this problem occurs, the contact person on site and CUBATROTTER must be informed immediately so that CUBATROTTER can react in this regard.
Prior to travel, travelers are required to carefully check their travel documents and notify CUBATROTTER of the travel documents.
Proof of the occurrence of the above-mentioned cases shall be provided to CUBATROTTER up to 30 days after the trip. Without proof, no refund can be given.

8.4 Restricted claims for defects
As a serious travel agent, we organize your Cuba trip to the best of our knowledge. Because of the political system in Cuba (the state agencies have all the tourist processes in their own hands) and especially because of the huge demand, there is a restriction in the case of complaints.



Under which circumstances can not claim claims be claimed and why not:


Tour guide. Tour guides are classified by the central planners and a few really have a professional training. Whoever speaks the language of the customers (Intermediate) is often already sufficiently qualified.
Hotel deficiencies: Hotels are partly booked over months and overbooked, short-term hotel transfers are unfortunately no exception. When making changes, we try to provide equivalent alternatives. But it can happen during the high season that a downgrade to very simple hotels or "Casas Particulares" comes. In such cases, we can only refund the difference of the overnight costs.

When can a deficiency claim be claimed according to the Frankfurt table:


Transfers. Unfortunately, transfer services not provided are more frequent in Cuba. We will refund your taxi or transfer costs in this case.
Car hire. During the high season, it is more likely and often without notice to book transfers and a downgrade of the rental car category. Of course, we refund the difference amount in this case, but unfortunately no further compensation is possible. If only an upgrade is possible, we must calculate the difference. We apologize for any inconvenience that may occur during the high season.


Expectations about the names of the travel participants and the whereabouts of travelers are not given to third persons even in urgent cases, unless the traveler has expressly requested an information distribution. The costs arising from the transmission of urgent messages shall be borne by the customer. It is therefore recommended to the travel participants to tell their family members the exact holiday address (which you can learn from the travel agent

CUBATROTTER) before traveling.


Delays of transportation of the respective destinations such as train, bus, train or airplane can occur. Local events such as markets or festivals are often canceled in countries of the Third World on short notice and without giving reasons. It is important to take into account that accommodation in the target areas we offer can not be measured with European standards. A lack of sanitation or hygienic deficiencies can occur.


Travel tips: All suggestions in our documents are legally non-binding.


Information on physical requirements and climate: All data on physical requirements and climate have been compiled to the best of our knowledge. They serve as customer service. Since physical requirements include an extremely subjective component and climate changes are possible at any time, the information provided in this connection is not guaranteed.


Vaccinations: Statutory vaccinations are published in this price section. We would like to point out that additional vaccination recommendations should be obtained before departure with appropriate medical advice.


The invalidity of individual provisions of the travel contract does not result in the invalidity of the entire travel contract. The same applies to these travel conditions.


CUBATROTTER is a local partner of the specialist network TROTTERMUNDO, a Mexican company. In the interests of the customer, court of jurisdiction in the country of residence of the customer shall be agreed for any disputes.





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