General Terms and Conditions

Definitions

For the purposes of these Terms:

• Customer means a person who uses the Platform or books a Service through it, including on behalf of other travellers.
• Service Provider means the independent third party (for example an airline, an accommodation provider or an activity operator) that supplies a Service and is identified for that Service on the Platform.
• Service means an individual travel service selected and booked through the Platform, such as a flight, accommodation, an activity, an experience, a transfer or a ticket.
• Platform means the 1StepTrip website, application and booking platform operated by SETTOUR, as described in Section 1.1.

1. Introductory provisions

1.1 Operator of the Platform

These General Terms and Conditions (“Terms”) govern the use of the 1StepTrip website, application and booking platform (“1StepTrip” or the “Platform”), operated by SETTOUR SLOVAKIA spol. s r.o., Lazaretská 29, 811 09 Bratislava, Slovak Republic, Company Registration No. 36179825, VAT ID SK2020057314 (“SETTOUR”). 1StepTrip is a trademark and technology platform operated by SETTOUR.

1.2 Role of 1StepTrip

1StepTrip is an intermediary platform that enables Customers to search for, compare, select and book individual travel services offered by independent third-party Service Providers. Such services may include air transportation, accommodation, activities and experiences, excursions, transfers, car rental, rail transportation, cruises, tickets and other travel-related services. SETTOUR does not itself operate flights, hotels, accommodation establishments, excursions, activities or other travel services unless expressly identified as the provider of a specific service.

1.3 Individual travel services

Each travel service selected through 1StepTrip constitutes an individual travel service supplied by the Service Provider identified for that service. The Platform may use technology, including artificial intelligence, to identify and display travel services matching the Customer’s destination, dates, interests, preferences and budget. The presentation of several travel services together as a trip proposal or itinerary assists the Customer in finding suitable individual services. Each service remains subject to its own price, booking conditions, modification and cancellation conditions, Service Provider and applicable provider terms.

1.4 Contractual relationship

Unless expressly stated otherwise for a particular service, the contract for an individual travel service is concluded between the Customer and the relevant Service Provider. SETTOUR acts as intermediary in facilitating the conclusion and administration of such contract.

1.5 Distribution and technology partners

1StepTrip may obtain availability, pricing, booking information and other travel content through third-party distribution and technology partners, including Amadeus for flight distribution, Emerging Travel Inc./RateHawk for accommodation and other travel services, and Holibob Limited for activities, experiences and other travel services. Such partners may facilitate access to services offered by the ultimate Service Provider.

1.6 Acceptance of payments

SETTOUR is authorised to accept payments from Customers in connection with travel services booked through the Platform and to transmit or settle the relevant amounts with the applicable Service Provider, distribution partner or settlement entity. Acceptance of payment by SETTOUR does not by itself make SETTOUR the provider of the underlying travel service.

1.7 Customer information

The Customer is responsible for providing complete and accurate information required for each service, including names, dates of birth where required, contact details and travel dates. Passenger names must correspond exactly with applicable travel documents. SETTOUR is not responsible for consequences resulting from incorrect or incomplete information supplied by the Customer, except where mandatory law provides otherwise.

2. Booking process

2.1 Selection of services

The Customer may search for and select one or more individual travel services through 1StepTrip. 1StepTrip may present a proposed itinerary containing several services matching the Customer’s search criteria. Where available, the Customer may replace or modify individual services before booking.

2.2 Information before booking

Before completing a booking, the Platform shall display or make available, where supplied by the relevant provider or distribution system, the individual service, relevant Service Provider, individual price, applicable taxes and charges, booking conditions, modification conditions, cancellation/refund conditions and other material conditions. The Customer is responsible for reviewing these conditions before confirming the booking.

2.3 Separate service prices

Where several travel services are selected for the same trip, each service shall have its own identifiable price. Any combined amount displayed by the Platform for convenience represents the mathematical sum of the individual prices and does not replace the individual price and conditions applicable to each service.

2.4 Confirmation

A booking of an individual travel service becomes binding in accordance with the booking and confirmation rules of the relevant Service Provider or distribution system. SETTOUR makes the relevant confirmation available after receiving confirmation from the provider or distribution system.

2.5 Right of withdrawal

Under Slovak Act No. 108/2024 Coll. on Consumer Protection, a consumer has no right to withdraw from a distance contract for passenger transport, accommodation other than for residential purposes, car rental, catering or leisure services where the contract provides for a specific date or period of performance. Services booked through 1StepTrip for a specific date or period therefore cannot be withdrawn from within 14 days without giving a reason. Whether such a Service can be cancelled is governed by the conditions of the relevant Service Provider and by Section 8.

3. Travel documents, tickets and vouchers

3.1 Provider-issued documents

Electronic tickets, accommodation vouchers, activity vouchers, booking confirmations and other documents relating to an individual travel service are issued or generated by the relevant Service Provider or its authorised distribution or booking system. SETTOUR does not act as issuer of the underlying travel service voucher, ticket or confirmation unless expressly stated otherwise.

3.2 Delivery through 1StepTrip

1StepTrip facilitates delivery of travel documents received or generated through the relevant Service Provider or distribution system. The Customer may access such documents through My bookings and/or other electronic means made available by 1StepTrip. Making a provider’s document available through 1StepTrip does not make SETTOUR the provider of that travel service.

3.3 Customer check

The Customer must check all tickets, vouchers and confirmations immediately after receiving them and report any apparent discrepancy without undue delay.

4. Air transportation

4.1 Contract with airline

The contract for air transportation is concluded between the passenger and the relevant airline. SETTOUR acts as intermediary facilitating the booking.

4.2 Airline conditions

The flight is governed by the airline’s conditions of carriage, fare rules, baggage rules, modification rules, cancellation rules and refund rules. The Customer is responsible for reviewing the applicable fare conditions before booking.

4.3 Changes and cancellations

Whether a flight may be changed or cancelled and whether any amount is refundable is determined by the applicable airline and fare conditions. 1StepTrip does not establish its own cancellation conditions for the airline ticket. Where the Customer asks 1StepTrip to process a permitted cancellation, Section 8 applies.

4.4 Airline irregularities

Flight delays, schedule changes, cancellations, denied boarding and other operational matters are the responsibility of the operating or contracting airline in accordance with applicable law and the airline’s conditions. Where possible, SETTOUR may assist in communication but does not control the airline’s decision or processing time.

5. Accommodation

5.1 Contract with provider

Accommodation booked through 1StepTrip is provided by the relevant accommodation Service Provider. SETTOUR acts as intermediary facilitating the booking.

5.2 Individual rate conditions

Each accommodation offer may have different conditions. A booking may be refundable, refundable until a specified deadline, partially refundable or non-refundable. The conditions displayed for the specific rate selected by the Customer apply. 1StepTrip does not establish separate cancellation conditions for accommodation.

5.3 Changes and cancellations

The possibility of cancelling or modifying an accommodation booking and the amount, if any, to be refunded are determined exclusively by the conditions applicable to the selected booking. Where the Customer asks 1StepTrip to process a permitted cancellation, Section 8 applies.

6. Activities, experiences and other travel services

6.1 Service Provider

Activities, excursions, sightseeing, safaris, cruises, attraction tickets, event tickets, transfers and other travel services are provided by the relevant Service Provider identified for the particular service. SETTOUR acts as intermediary facilitating the booking.

6.2 Provider conditions

Each service is subject to the conditions of its respective Service Provider, including where applicable cancellation, modification, refund, no-show, minimum participation, meeting times, age restrictions, physical requirements, weather, safety and equipment conditions.

6.3 Cancellation

1StepTrip does not establish its own cancellation conditions for activities, experiences or other third-party travel services. The conditions applicable to the specific service selected by the Customer apply. Where the Customer asks 1StepTrip to process a permitted cancellation, Section 8 applies.

7. Changes to bookings

7.1 A request to modify an individual travel service is governed by the conditions of the relevant Service Provider. A provider may permit a change without charge, charge a modification fee, require payment of a price/fare difference, require cancellation and a new booking, or prohibit changes. SETTOUR cannot guarantee that a requested modification will be accepted. Provider charges are separate from any administrative or processing fee expressly disclosed by 1StepTrip.

8. Cancellations, refunds and 1StepTrip processing fee

8.1 No 1StepTrip cancellation conditions

1StepTrip does not establish cancellation penalties or cancellation conditions for travel services provided by third-party Service Providers. The right to cancel, applicable provider cancellation charge and amount of any refund are determined by the terms applicable to the individual travel service selected by the Customer. This applies separately to each service.

8.2 Customer-requested cancellation

Where the Customer wishes to cancel an individual travel service and asks SETTOUR/1StepTrip to process the cancellation on the Customer’s behalf, SETTOUR shall submit or process the request with the relevant provider or distribution system where this can be processed through SETTOUR. Cancellation of one service does not automatically cancel any other service. The Customer must identify each service to be cancelled.

The Customer submits the cancellation request electronically in My bookings, separately for each service. SETTOUR confirms the cancellation to the Customer by e-mail.

8.3 Cancellation Processing Fee

For processing a cancellation requested by the Customer, SETTOUR charges a Cancellation Processing Fee of EUR 30 per order, irrespective of how many services of the order the Customer cancels through SETTOUR/1StepTrip. The fee is an administrative processing fee and is separate from any cancellation charge imposed by the Service Provider. The fee is deducted from the amounts refunded for the services cancelled at the Customer’s request, in total no more than EUR 30 per order; once EUR 30 has been deducted, any further service of the same order is cancelled without the fee. Cancellation of a flight, accommodation and an activity of one order therefore results in a total 1StepTrip processing fee of EUR 30. The fee applies irrespective of whether the provider grants a full or partial refund, provided that the fee was clearly disclosed before the cancellation request was submitted.

The fee is charged only where the cancellation is actually processed and is deducted from the amount refunded to the Customer. A service which is non-refundable under the conditions applicable to it is not offered for cancellation through 1StepTrip and remains in the order as non-cancellable.

8.4 Provider cancellation charges

Any cancellation fee, penalty or retained amount imposed by the Service Provider is determined exclusively under the conditions applicable to that individual service and is not a cancellation fee charged by SETTOUR.

8.5 Refund amount

Where the Service Provider approves a refund, the amount returned to the Customer corresponds to the amount actually refundable under the provider’s conditions, less the EUR 30 Cancellation Processing Fee where applicable and subject to any lawful third-party payment/processing charges disclosed to the Customer.

8.6 Refund processing

Where a refund is processed through SETTOUR, SETTOUR returns the refundable amount after the corresponding refund has been received or confirmed from the relevant provider or distribution/settlement partner, subject to applicable law. As a rule, SETTOUR returns the amount within 14 days of receiving the corresponding refund from the provider or distribution/settlement partner. Processing times of providers, airlines, banks, card networks, payment providers and distribution partners are outside SETTOUR’s direct control.

8.7 Cancellation by Service Provider

The EUR 30 Cancellation Processing Fee does not apply where the relevant Service Provider itself cancels the service and the Customer has not requested SETTOUR to perform a voluntary cancellation on the Customer’s behalf. Nor does the fee apply where the Customer requests a refund following a cancellation or significant change of the service by the Service Provider (for example a flight cancellation or a schedule change). Any right to refund, alternative service, rebooking or compensation is governed by applicable law and the relevant provider’s conditions.

8.8 Separate treatment of services

Cancellation, modification, disruption or refund of one individual travel service does not automatically create a right to cancel, modify or obtain a refund for another separately booked travel service. Each service is assessed separately under its own provider conditions.

9. Payments

9.1 Payment collection

SETTOUR may collect payment from the Customer for travel services booked through the Platform and settle corresponding amounts with the relevant Service Providers, distribution partners or payment recipients.

9.2 Provider identity

The fact that the Customer makes payment to SETTOUR does not change the identity of the Service Provider responsible for performing the relevant travel service.

9.3 Prices

Prices may include taxes, charges and other mandatory components as displayed during booking. Where several services are selected, the Customer shall be able to identify the price attributable to each individual service.

9.4 Voucher for a future purchase

Where the sum of the prices of the services in one order exceeds EUR 2,000, the Customer receives a voucher of EUR 100 for a future purchase on the Platform. The voucher is issued after the order has been paid, is valid for 12 months from its issue and only one voucher may be applied per order. The voucher cannot be paid out or exchanged for cash.

10. Responsibility for performance

10.1 Service Providers

The relevant Service Provider is responsible for proper performance of the travel service supplied by it, subject to applicable law.

10.2 SETTOUR responsibilities

SETTOUR is responsible for proper performance of the intermediary and Platform services it itself provides, including where applicable transmitting booking requests, processing payment, transmitting settlement amounts, obtaining/receiving confirmations, making provider-issued travel documents available, transmitting permitted cancellation/modification requests and transmitting refunds received for the Customer. SETTOUR does not assume responsibility for performance of a travel service merely because it was booked through 1StepTrip.

11. Complaints

11.1 Complaints concerning performance of an individual travel service should primarily be addressed to the relevant Service Provider. Where technically or contractually possible, SETTOUR may assist by forwarding a complaint. Complaints relating specifically to SETTOUR’s intermediary or Platform services may be submitted directly to SETTOUR.

11.2 A Customer who is a consumer and is not satisfied with how SETTOUR handled a complaint, or who believes that SETTOUR has infringed the Customer’s rights, may ask SETTOUR for redress. If SETTOUR rejects the request or does not reply within 30 days of its dispatch, the consumer may submit a proposal for alternative dispute resolution to the Slovak Trade Inspection (Slovenská obchodná inšpekcia), www.soi.sk, or to another competent alternative dispute resolution entity.

11.3 The supervisory authority is the Slovak Trade Inspection (Slovenská obchodná inšpekcia), Inspectorate for the Bratislava Region, Bajkalská 21/A, P. O. Box 5, 820 07 Bratislava, www.soi.sk.

12. Customer responsibilities

12.1 The Customer is responsible for accurate booking information, reviewing details and provider conditions, checking travel documents, holding valid passports/identity documents/visas, complying with entry, transit, health and immigration requirements, arriving on time and complying with the reasonable conditions of the relevant Service Provider.

13. Passports, visas and entry requirements

13.1 The Customer is responsible for determining and complying with passport, visa, immigration, health and entry requirements applicable to the journey. Information provided by 1StepTrip is informational unless expressly stated otherwise. Administrative assistance with forms does not guarantee that a visa, entry permit or authorisation will be granted.

14. Platform and third-party information

14.1 1StepTrip displays information received from airlines, accommodation providers, activity providers, distribution systems, aggregators and other third parties. SETTOUR takes reasonable measures to display such information correctly but does not independently create or control all third-party inventory, availability, descriptions, schedules or operating conditions. Availability and prices may change until the relevant booking is confirmed.

15. Limitation of liability

15.1 Nothing in these Terms excludes or limits liability that cannot lawfully be excluded or limited under applicable consumer protection or other mandatory law. Subject to mandatory law, SETTOUR is responsible for its own acts and omissions in providing intermediary and Platform services but is not responsible for acts or omissions of independent Service Providers in performance of their respective travel services.

16. Personal data

16.1 Personal data shall be processed in accordance with the 1StepTrip Privacy Policy and applicable data protection legislation. Where necessary for completing a booking, relevant Customer and traveller information may be transmitted to the Service Provider, distribution partner, payment provider or other entity involved in processing or fulfilling the selected service. Marketing communications are subject to applicable consent and withdrawal rights.

17. Final provisions

17.1 Applicable law

These Terms and the intermediary services provided by SETTOUR are governed by the laws of the Slovak Republic, without prejudice to mandatory consumer protection rights applicable to the Customer.

17.2 Mandatory rights

Nothing in these Terms restricts rights granted under mandatory applicable law. If a provision conflicts with mandatory law, the mandatory provision prevails without affecting the remaining provisions.

17.3 Amendments

SETTOUR may amend these Terms from time to time. The version applicable to a booking is the version made available to the Customer at the time the relevant booking is made, unless mandatory law requires otherwise.

17.4 Contact

SETTOUR SLOVAKIA spol. s r.o., Lazaretská 29, 811 09 Bratislava, Slovak Republic. Email: [email protected]. Telephone: +421 2 5292 7917. VAT ID: SK2020057314.