1. GENERAL TERMS
    1. Wine Tourism Global AB (operating under website domaine "WineTourism.com", further "Website") is an online booking platform where website visitors (further "Customer") book wine tourism travel services (further "Experience") listed on the Website by the third-party service providers (most commonly, wineries, travel agencies, guides etc., further "Partner").
    2. The Website acts as an intermediary, facilitating payment and booking between Customer and Partner; the Partner is the seller/provider of the Experience.
    3. By submitting a booking via the Website, Customers agree to these cancellation and refund terms, and to any additional cancellation terms specified in the Experience or in a personalised tour proposal.
    4. The given terms can be accessed by Customers via the hyperlink at the footer of the website or at the checkout of each particular Experience.
    5. Partners are responsible for ensuring the accuracy of the information about their Experience (price, schedule, description) and for delivering the service in accordance with local regulation.
    6. The Partner is the actual provider of the Experience (and owner of the travel content listed in their profile on the Website) and is therefore considered the seller of the booked service. The responsibility for delivering the service (Experience) and complying with applicable VAT and consumer regulations lies within the Partner offering the Experience.
  2. REGULAR EXPERIENCE BOOKINGS: BOOKING, CANCELLATION, AND REFUND TERMS
    1. Regular Experience is a travel service available for booking in the Partner's profile on the Website; it contains the description and essential booking details: typical calendar of service, available languages, and set of tariffs.
    2. Customer makes a booking request by submitting the payment and requesting the Experience to be delivered (a) on particular date&time, (b) in particular language and (c) for particular number of participants (according to tariffs set by the Partner in the Experience profile).
    3. A booking request becomes a confirmed booking only if the Customer receives a booking confirmation email (activated by Partner upon reviewing the received booking request) containing date, time, number of participants, price, Partner's contact details, and any other essential information.
    4. The WineTourism.com team processes the regular bookings as fast as possible from the moment of receiving it, with average waiting time of 24 hours and maximum possible waiting time (in exceptional cases) up to 7 days
    5. If a regular Experience booking request is declined by Partner, a Customer immediately receives a respective notification email and is refunded the full previously submitted payment automatically.
    6. The booking confirmation email serves as proof of the reservation that must be shown by the Customer to the Partner at the given experience location on the confirmed date and time.
    7. The Customer may cancel a confirmed booking up to 48 hours before the scheduled start time of the Experience and will receive a full refund of the amount paid (to the original payment method).
    8. To request the cancellation of a previously confirmed regular Experience booking, the Customer must send an email to booking@winetourism.com in which the Customer must indicate the booking reference number and clearly state that they wish to proceed with the cancellation of the booking.
    9. If the Customer requests modification (date, time, number of participants, etc.) up to 48 hours before the Experience, this will be treated as a new booking subject to the Partner’s availability. If the Partner cannot accommodate, the Customer will be offered the original booking or cancellation with full refund.
    10. If the Customer request cancelation in less than 48 hours before the scheduled start time, no refund will be provided.
    11. If the booking is made and confirmed by the Partner within 48 hours of the Experience start time, the booking is non-refundable from the outset (i.e., the Customer is not entitled to a refund if they cancel)
    12. Customers are encouraged to consult their travel insurance as the cancellation policy applies regardless of personal circumstances.
    13. In exceptional circumstances (e.g., weather, sickness, staff shortages), the Partner may cancel or materially modify the confirmed booking. In such cases, the Partner must notify WineTourism.com at the earliest opportunity.
    14. WineTourism.com will coordinate with the Partner and ask the Customer whether they wish to accept an alternative time or service. If the Customer does not accept the proposed alternative, they will receive a full refund of the booking price.
    15. WineTourism.com is not responsible for any additional costs or damages incurred by the Customer as a result of Partner cancellation. (Such claims must be directed to the Partner.)
    16. Experience prices are set by the Partner and may change before a booking request is confirmed - the customers are offered to pay the difference or cancel the booking request and receive the refund of the previously submitted payment.
    17. In rare cases, a confirmed booking may suffer a price change. If this occurs, the Customer may choose to cancel for a full refund unless the Partner confirms they will honour the original price.
    18. Any dispute relating to the service delivery (e.g., non-performance by the Partner) must be submitted to WineTourism.com no later than 3 calendar days after the date of the Experience (for standard bookings) via the designated email. After this period, such claims will not be eligible.
  3. PERSONALISED TOUR BOOKINGS: BOOKING, CANCELLATION, AND REFUND TERMS
    1. Personalised tour Experience is a travel service organised by the Partner based on the Customer's previously communicated preferences.
    2. A Customer provides the details of their request for the customised experience to the WineTourism.com team. In their turn, the Partners submit their tour proposals for the Customer's consideration. WineTourism.com serves a role of intermediate in the communication and reservation process.
    3. To proceed with the reservation, a Customer must submit the payment for the selected personalised tour proposal (via payment link included in the proposal).
    4. The personalised tour proposal includes all essential details of the tour service ("What’s Included" section), which together constitute the complete travel product to be delivered by the Partner to the Customer. These details include:
      • Total price of the service
      • Number of participants (from the Customer's side)
      • Date, start time, and approximate duration of the service
      • Itinerary components (e.g., number of wineries visited, wine tasting sessions, transportation, pick-up location, meals, etc.)
      • Cancellation and refund policy
    5. The personalised tour proposal also includes a descriptive section ("Tour Description"), which provides an overview of the tour components. This section is intended for informational purposes only and should not be interpreted as an exact, word-for-word representation of the service to be provided.
    6. By submitting the payment for the selected proposal, a Customer makes the respective booking and agrees to the content of the personalised tour proposal, particularly, cancellation policy (indicated in the tour proposal) and booking terms (described herein).
    7. Once the payment is submitted, a Customer receives a booking confirmation summary email, which also includes the cancellation policy.
    8. In case of cancellation, the refund is executed in accordance with the cancelation policy indicated in the confirmed personalised tour booking.
    9. It's Customer's own responsibility to get aware of the cancelation policy of the particular tour (indicated in each tour proposal received by the Customer and included in the personalised tour booking email summary.).
    10. To request the cancellation, a Customer must send an email with the respective request to tours@winetourism.com.
    11. If modifications to the confirmed personalised tour booking are requested by the Customer within refundable period (according to specific confirmed personalised tour booking) and the Partner can not accommodate them, the Customer will be notified by the WineTourism.com team and asked to choose between keeping the original booking or canceling the booking entirely (in the latter case, the total cost of the Experience will be reimbursed).
    12. If modifications to the confirmed personalised tour booking are requested by the Customer within non-refundable period (according to specific confirmed personalised tour booking) and the Partner can not accommodate them, the Customer will be notified by the WineTourism.com team and asked to choose between keeping the original booking or canceling the booking entirely without the refund.
    13. In exceptional cases, a Partner may need to cancel (or modify the essential details of) a booking (due to weather, sickness, shortage of staff, or other reasons). In such cases, the Partner must contact the WineTourism.com team (via booking@winetourism.com) at the earliest, explaining the reason for cancellation (modification) of the existing booking and, when applicable, requesting to proceed (full or partial) refund to the customer. The WineTourism.com team will coordinate with the Partner and will ask the visitor if they are willing to accept another time for an Experience or would like to accept the cancellation and receive a refund. Should the Customer choose not to accept the proposed changes to the booking, the Customer will be reimbursed for the price of the original booking (executed by the WineTourism.com team).
    14. WineTourism.com is not responsible for any additional costs (compensation) occuring due to Partner's cancelation of the Personalised Tour.
    15. All Customer's claims for covering additional costs (compensation) occured due to tour cancelation initiated by Partner, a tour provider, must be referred to Partner.
    16. Any disputes regarding service delivery must be brought to the attention of WineTourism.com latest 3 days after the booked date of the Experience (via booking@winetourism.com). Disputes communicated to us after this time period are not eligible for consideration.