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MIEL - Your trusted DMC partner for Bulgaria!


1. Introductory Note

These instructions, terms and conditions of booking are an integral part of the Contract, i.e. voucher concluded between MIEL Ltd Travel, Bulgaria, registered under Bulgarian low with Tour operator Certificate 05343 and Client /You/ which book via web site: www.miel.travel

2. MIEL's Services

The client can choose from a variety of services. MIEL offers to you the power to book flights, hotel accommodation, rental cars, holidays, city breaks, and related services, and even purchase travel insurance. We also display general information about travel.
3. MIEL Acts as Agent

MIEL acts as an agent for third party suppliers such as airlines, hotels, holiday suppliers and others (Travel Supplier). When you make a booking, and your preferred travel product or service is available, the contract will be between MIEL and you / Client/.

4. Bookings and contracting

The Client can book a tour or travel services, arranged by MIEL Ltd Travel in MIEL Ltd office: 3, William Gladston Str. Sofia, 1000, Bulgaria.. Please note that all correspondence regarding customer service should be sent to MIEL Ltd Travel on the above mentioned address , via e-mail: Bulgaria@miel.travel ; info@miel.travel or by fax: +359 2 915 77 16.
Any booking you make shall be deemed an offer by Client to purchase your chosen travel product or service from MIEL. If  your offer is accepted you will receive a confirmation e-mail from MIEL Ltd Travel  and a contract will be established. All travel products and services featured on the Site are subject to availability. MIEL's terms and conditions (including airlines' terms and conditions of carriage) will apply in addition to those set out here. MIEL's terms and conditions may include provisions relating to payment procedures, default, liability, cancellations, changes of bookings and refunds (if available) and any other restrictions.
By making an advance payment the Client completely accepts these Terms and Conditions for booking a tour or tourist services, which  you have  previously carefully studied. During the booking, and for the purpose of reserving the selected service, the Client pays 50% of the price of the chosen  package (per person), unless it is stated differently in the program. The balance to the full price of the package must be paid at the latest 40 days before the start of the tour, unless it is stated differently in the program.

5. Package price and contents

As a rule, (unless stipulated otherwise in the tour program) the package price shall include travel services and travel arrangements written accepted from the Client .

All types of special services (single bedroom, special diet and etc.) shall be paid by the Client himself/herself and must be ordered by him/her during booking. If a Client asks for a special service during the tour, you shall pay for it directly to MIEL Ltd or to the Travel Supplier / hotel, rent a car company and etc./ .
6. Cancellation policy

If a Client cancels a booking, MIEL Ltd Travel shall keep the following amounts from the full package price:
  • up to 60 days prior to the departure, 30% of the package price, at least BGN 100
  • 59 to 40 days prior to the departure, 40% of the package price
  • 39 to 20 days prior to the departure, 60% of the package price
  • 19 to 10 days prior to the departure; 80% of the package price
  • 9 days prior to the departure and after the tour start date, 100% of the package price.
The stated costs of cancellation will be also applied in case of changes of the departure date or the type of the accommodation facility, i.e. the type of the room/apartment, as well as on other major changes. If a Client which cancels the tour finds a new user of the same booking, MIEL Ltd Travel will charge only the costs caused by the replacement. If a Client cancels the tour or shortens the travel due to bad weather conditions, MIEL LTd Travel will apply the above mentioned scale and subsequent complaints will not be acknowledged.

7. Right to price increase and right to cancellation due to price increase

Prices of all tours are based on the exchange rate of the Bulgarian currency lev and foreign currencies. MIEL Ltd may ask for an increase of the contracted price in case the following occurred after the contract was concluded:
  • a change of the exchange rate in relation to the program publication date,
  • a change of the transport and hotels' fees.
MIEL Ltd must inform the Client about the change in writing form or verbally.

20 days prior the beginning of the tour the price cannot be increased, except in case mentioned in §1.

A Client may cancel the tour free of charge in case a price change exceeding  20% in relation to the contracted one occurs, at the latest within 48 hours after the receipt of the written notice. If the Client fails to cancel the tour within the stated term either by personal visit to a MIEL Ltd Travel in writing, it will be deemed that Client agree to the changed price. The published prices are the result of the MIEL”s contract with partners and they may not correspond to the prices stated on the spot, at the destination in which the Client is staying.

8. MIEL Ltd Travel obligations

MIEL Ltd Travel is obligated to take care about the providing of services, as well as about the choice of service providers with the care of a good businessman and to take care about the Clients' rights and interests in compliance with good practices in tourism.
MIEL Ltd Travel is obligated to provide to the Client all the contracted services for a particular package, and to provide answers in case of eventual failure to perform services or a part of services. MIEL Ltd Travel will fulfill all the mentioned obligations from its programs completely and as described, except in the event of Force Majeure or changed circumstances. In such cases, MIEL Ltd Travel shall offer a substitute solution if that is possible. MIEL Ltd Travel is not obligated to provide services beyond these Terms and Conditions.

9. Clients obligations

The Client is obligated to take care that he/she personally meets the conditions anticipated by the regulations of the Republic of Bulgaria and the country through which or to which he/she travels, and to observe the house rules in hotel and other facilities, as well as to cooperate with the representative of the organizer and with service providers.
The Client will be personally responsible for any damage he/she causes, particularly for the damage arisen as the consequence of failure to observe the contract and these General Terms and Conditions. The Client must cover the damage he/she caused immediately at the hotel reception desk and at another place stipulated by the physical or legal person to which he/she caused the damage.

10. Personal data protection

The Client provides his/her personal data voluntarily. The data will be used for future communication. MIEL Ltd Travel is obligated not to pass the data on to third person, except for realization of the service.

Client's personal data will be stored in MIEL Ltd Travel database in accordance to the decree made by the Administration for personal data gathering, processing and storing. The client gives consent to MIEL Ltd Travel to use his/her personal data in MIEL Ltd Travel for marketing purposes.

11. Travel documents

All travel documents will be sent to you at the latest 7 days before the departure on tour, unless mentioned otherwise in the program.

12. Passports and visas

Clients are obligated to have valid passports. Invalid passports leading to a cancellation of the travel shall not have any harmful consequences for MIEL Ltd Travel , and, if MIEL Ltd Travel would suffer an additional damage due to such a commission by a Client, the Client is obligated to compensate it.

If a passport is lost or stolen during travel, the costs of issuing of a new passport will be paid  by the Client himself/herself. MIEL Ltd Travel will not be responsible for decisions made by customs or police or other state authorities banning a passenger's entry into a particular country.

3. Foreign exchange and customs regulations

Clients are obligated to comply with all foreign exchange and customs regulations, as well as with laws and other by-laws of the Republic of Bulgaria and other countries through which they travel and where they stay. If the tour cannot be continued because of a violation of regulations by a Client, all costs and consequences will be born by the violator himself.
14. Categorization and description of services

The accommodation facilities offered in MIEL's programs are described according to the official categorization of Republic Bulgaria valid at the moment of the publication of the program. Nourishment, modern conveniences, as well as other services offered by hotels/apartments are supervised by local tourist boards, while the standards of accommodation and services differ and are not comparable. MIEL Ltd Travel will not be responsible for any verbal or written information differing from the description of services and facilities in the published programs which were obtained from a third party.

15. Complaints

Clients are obligated to write down a complaint in the book of complaints directly with the service provider, which will endeavor to provide the agreed service, i.e. correct mistakes. If there is no improvement even after the complaint, the Client should ask for a certificate from which it is evident that the service has not been provided, i.e. that it has not been provided in the stipulated way. The Client is due  to enclose the certificate to his/her written complaint. The Client has the right  to make a written complaint at the latest 8 days after the end of the travel. If the Client makes a written complaint after the expiry of that term, MIEL Ltd Travel is not obligated to take such a complaint into consideration.

The organizer is obligated to make a written decision regarding the complaint within 14 days after the receipt of the complaint, and it can postpone the term for making the decision about the complaint by another 14 days on account of collecting the information.

16. Final provisions

These General Terms and Conditions are an integral part of the Contract that a Client concludes with MIEL Ltd Travel , i.e. an authorized travel agency in which he/she books a travel organized by MIEL Ltd Travel . Possible/anticipated deviations from these Conditions must be stated with the text of the tour program. By signing the contract, the Client fully accepts the program and the conditions of the travel. This issue of the Terms and Conditions of travel excludes all the earlier issues.

Sofia , December 5th, 2008

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