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General Terms and Conditions

General Terms and Conditions

I. Introductory provisions

Article 1

These General Terms and Conditions regulate:

  • the sale of tourism packages and services provided by Ljubljana Tourism,
  • the sale of Ljubljana Tourism projects,
  • the conditions of provision of tourism packages and excursions sold by Ljubljana Tourism as an intermediary,
  • the intermediation of hotel packages, accommodation, the sale of gift vouchers, the sale of Ljubljana Tourism’s own Experience Packages and other services, as set out in more detail below.


Tourism packages, excursions, and other services offered by other providers in conjunction with Ljubljana Tourism shall be subject to the general terms and conditions of these providers.

The provider of tourism packages, excursions, and other services is the public organization LJUBLJANA TOURISM:

  • registered office and address: Krekov trg 10, 1000 Ljubljana, Slovenia;
  • registration number: 1622935000;
  • companies register entry No. 13465400 of 18 May 2001;
  • holder of tour operator/vendor licenses Nos. 432 and 433, issued on 24 April 2003 by the Chamber of Commerce and Industry of Slovenia;
  • tax number (VAT number): SI85321389 (the provider is liable to pay value-added tax);
  • contact telephone numbers: +386 (0)1 306 46 97, +386 (0)1 306 45 28
  • contact email address: [email protected],[email protected]

(hereinafter: the provider)

The purchaser is a legal or natural person who has concluded a contract with the provider on the provision of a tourism package or other service

(hereinafter: the purchaser).

II. Validity, acceptance and use of the General Terms and Conditions

Article 2

These General Terms and Conditions apply to tourism packages organized by the provider and also to the other services of the provider and are an integral part of the contract between the provider and the purchaser.

Tourism packages by other providers in conjunction with the provider shall be subject to the general terms and conditions of the individual provider indicated as the provider of the tourism package, excursion, or other indicated service.

By purchasing a tourism package, excursion, or other services, the purchaser confirms that they have taken note of and concur with the General Terms and Conditions.

The provider undertakes to handle the purchaser’s personal data in accordance with the provisions of the GDPR.

III. Conclusion of contract, method of payment

Article 3

In the case of the purchase of a tourism package or other service, the contract between the purchaser and the provider is concluded when the provider issues the purchaser with an invoice in the form of a physical document.

 

Article 4

All prices in the List of prices of products and services of Ljubljana Tourism are in euros (€, EUR) and include value-added tax (VAT), unless otherwise indicated in the case of an individual price.

The prices of tourism packages are set out in the current program of an individual tourism package or excursion and apply from the date of publication of the program. The provider reserves the right to change the price in order to reflect changes in the prices of transport operators that affect the price of the tour package or excursion.

Any discounts and bonuses are mutually exclusive and are not cumulative.

 

Article 5

The purchaser can pay for the provider’s services by credit (payment) card or pay pal.

IV. Right of withdrawal from a contract or right to cancel a tourism package, excursion or service

Article 6

Booked tourism packages

The purchaser of a tourism package has the right to withdraw from a contract without incurring costs up to 72 hours before the programme begins. If the arrangement also includes accommodation, the cancellation conditions of the accommodation provider, as defined in the offer, shall apply. If withdrawal occurs later than 72 hours before the programme begins, the provider has the right to retain 50% of the value of the tourism package.

 

Guided tours of the city

a) Booked guided tours

The provider itself operates a package of guided tours for booked groups, where in the case of the cancellation of a package of guided tours less than 48-hours before the start of a tour it shall charge 50% of the value of the guided tour. The prices of each individual guided tour are charged in accordance with conditions and the current List of prices of products and services of Ljubljana Tourism.

b) Scheduled guided tours

The provider likewise operates daily guided tours of Ljubljana independently of the number of participants. Upon purchase, the purchaser receives a ticket that may be used whenever a tour is scheduled. If the purchaser cancels a guided tour at least 24 hours before the tour, they can either get their money back on submission of the receipt or exercise the right to a guided tour on another date.

 

Experience Packages

Experience Packages are provided by Ljubljana Tourism. Upon purchase, the purchaser receives a confirmation email confirming the purchase and corresponding vouchers enabling them to use the services purchased within the package. If the purchaser cancels the purchase at least 24 hours before the envisaged use of services in an Experience Package, they can either get their money back on submission of the receipt or exercise the right to use the Package on another date. In the latter case, the purchaser is obliged to inform the provider of the replacement date for using the Experience Package when canceling the originally desired date.

 

Excursions around Slovenia, boat trips, excursions by train

The purchaser of a tourism package has the right to withdraw without incurring costs up to 24 hours before the program begins. If the purchaser withdraws later than 24 hours before the program begins, the provider has the right to retain 50% of the value of the tourism package.

 

Force majeure

The provider likewise reserves the right to full or partial withdrawal from a contract if extraordinary circumstances occur before or during the provision of a program that could not be foreseen, eliminated, or avoided and if these circumstances would have constituted a justifiable reason not to conclude the contract had they existed at the time the contract was concluded.

Neither contracting party shall be liable for any breach of the travel contract if the inability to fulfill the contractual obligations or individual provisions of the contract is the consequence of unforeseeable, unexpected, and unavoidable events that are generally known as force majeure, or of measures of the state or other competent administrative authorities and actions of third parties that do not depend on the will of the contracting parties, and that could not have been expected, prevented or avoided by the contracting parties. The provider shall not be liable to the traveler for loss incurred by the traveler under a travel contract as a result of force majeure.

 

Liability of the purchaser

In the event that the purchaser, during participation in a tourism package or excursion, fails to keep to the envisaged program of the tourism package or excursion, it shall be considered that they have withdrawn from the contract. The purchaser is liable for costs and losses caused by this.

 

Article 7

On receipt of payment, the provider will issue purchasers of tourism packages, excursions, or other services with a payment confirmation (voucher) or a ticket for a scheduled tour of the city.

V. Loss of documents and personal items or luggage and limitation of provider’s liability

 

Article 8

The provider shall in no case be liable for the theft of, damage to, or loss of the purchaser’s documents. The provider shall likewise not be liable for the theft of, damage to, or loss of the purchaser’s personal items or any luggage. In the event that the purchaser is forced to interrupt participation in a tourism package because of the theft or loss of documents, the purchaser shall not be entitled to any reimbursement of payment or costs of provision of the tourism package.

 

Article 9

Accommodation

In the case of intermediation in the provision of hotel accommodation at tourist information centers, the provider acts as an information provider and intermediary with regard to the accommodation available from an individual accommodation provider. Individual offers of accommodation are subject to the general terms and conditions of the individual accommodation provider. Furthermore, the individual accommodation provider shall themselves define the availability of parking spaces and liability in the case of loss or damage occurring to vehicles. The provider shall in no case be liable for damage to or misappropriation of a purchaser’s vehicle.

In the event of a reservation, the provider, acting as an information provider and intermediary, shall reserve the desired accommodation if it is available and issue the customer with a voucher containing details of the type of room, the date of the reservation, the agreed price, the address of the accommodation, the telephone number of a contact person and a note regarding the payment of the value of the booking at the agreed price at the accommodation.

Cancellation periods and other rights are governed by the general terms and conditions of the individual accommodation provider.

 

Experience Packages

Within the Experience Packages, advance booking is necessary for some services within an individual package at least 24 hours before using these services. The services for which advance booking is necessary are listed in the individual Experience Package on the website www.visitljubljana.com.

 

VI. Participation in tourism packages with children

Article 10

Individual programs of tourism packages can include various discounts for minor children that vary depending on the age of the children. Minor children participate in tourism packages accompanied by adults. The upper age limit when a range of ages is indicated in individual programs refers to the age that the child has not yet reached at the time of participation in the tourism package (for example: “up to 12” means that the child has not yet reached their twelfth birthday).

The provider may ask the purchaser for proof of a child’s age (e.g. the child’s identity document).

 

VII. Punctuality of transport

Article 11

The provider is not liable for the punctuality of land or river transport services when these are scheduled or special services provided by public transport operators.

The liability of the transport operator begins with the purchaser’s (passenger’s) use of the means of transport, whereupon a transport contract is deemed to have been concluded between the transport operator and the purchaser (passenger).

The provider accepts no liability for loss arising as a result of delays, cancellations, or changes to a transport service or means of transport. The provider’s liability is limited to the proportionate part of the payment for the tourism package, namely that specific part of the program not implemented.

 

VIII. Purchase of souvenirs

Article 12

Souvenirs may be purchased at the provider’s business premises. Prices of individual souvenirs shall be as marked on individual articles and in the current List of products and services of Ljubljana Tourism.

The exchange of purchased goods is possible on production of a receipt within 8 (eight) days of the date of purchase, provided the goods are intact. The purchaser may exchange the goods for other goods of equal or higher value, in the latter case paying the difference up to the full price.

 

IX. Eventim and Mojekarte gift cards and tickets

Article 13

The provider acts as an intermediary in the sale of gift vouchers for various services of other suppliers, where the sale is subject to the general terms and conditions of the individual supplier.

 

Article 14

The provider sells tickets for events via the Eventim and Mojekarte systems, where the sale is subject to the general terms and conditions of the individual supplier.

 

X. Sale and top-up of Urbana cards

Article 15

The provider sells and tops up Urbana cards according to the list of current prices set by the supplier and sale is subject to the general terms and conditions of the supplier.

 

XI. Ljubljana Card

Article 16

The provider offers the Ljubljana Tourist Card Urbana (hereinafter referred to as LTKU) as their own product for adults and children. The validity and usage of LTKU are available for 24, 48, or 72 hours (depending on the selected product) from the moment of activation. When purchasing a physical LTKU, the customer receives usage instructions in a booklet.

Here is an explanation of the purchasing and usage options for the card

  1. Physical LTKU: Customers have the option to purchase a physical LTKU. Upon purchase, they receive a physical card that includes usage instructions in the accompanying booklet. The physical card is a plastic card that should be carried when visiting tourist attractions or other service providers that participate with LTKU. Customers can use it anytime after activation.
  2. Digital LTKU: The Urbana+ application enables easy usage of LTKU.

Here are the instructions for purchasing and using LTKU through the Urbana+ application

  1. Downloading the application: Customers first need to download and install the Urbana+ application on their smartphones. The application is available in the app store for smartphones (e.g., App Store for iOS or Google Play Store for Android).
  2. Registration: After installing the application, customers register by creating an account, which includes providing an email address.
  3. Card purchase: After successful registration, customers open the Urbana+ application and proceed to purchase LTKU.
  4. Using LTKU: After a successful purchase, customers can start using the digital LTKU through the Urbana+ application. LTKU will be available on the smartphone screen within the application. When visiting tourist attractions or other service providers participating with LTKU, customers simply show the digital card in the application for scanning or reading the necessary information.
Usage options

The activated LTKU, whether through the Urbana+ application or in physical form, is available for use anytime. Customers can enjoy the benefits and services offered within LTKU, according to the terms and conditions specified for the card. The card does not have a predetermined expiration date until it is activated. Regardless of whether the customer chooses a physical or digital LTKU, it's important to note that there is no refund option after the purchase. Customers can take advantage of the benefits and services available with the tourist card, following the specified terms and conditions.

Using the digital LTKU through the Urbana+ application allows for easy and convenient card management and quick access to the available benefits.

With these purchasing options, customers can choose whether they prefer to have a physical card with them or use the digital version through the Urbana+ application.

 

XII. Complaints

Article 17

The purchaser must provide evidence of any error observed during the performance of the contract in the shortest time possible, on the spot, in writing, or in another appropriate form, or this right shall be lost. The purchaser must provide evidence of the error to the provider of the package or, where the provider of the package is the Ljubljana Tourism, inform the person responsible for dealing with complaints (tel. +386 (0)1 306 46 97 on working days between 8.00 a.m. and 3.00 p.m.). In the event that a complaint is not resolved on the spot, the purchaser must send a written complaint within 30 days at the latest of the date of the service performed, containing an indication or evidence of the error for which evidence was provided on the spot, or the complaint will not be considered.

 

XIII. Final provisions

Article 18

In the event of differences in the information contained in the program of a tourism package, the information indicated in the email confirming the purchaser’s purchase of the tourism package shall be taken as correct.

 

Article 19

The relationship between the provider and the purchaser shall be adjudicated according to the law of the Republic of Slovenia, without application of the rules on private international law and procedure. In the event of a dispute between the parties, the court with territorial and substantive jurisdiction in the location of the provider’s registered office shall be competent to settle the dispute.

 

Article 20

These General Terms and Conditions shall enter into force on 10 June 2020.