General and particular conditions of sale of STORYTAILOR SRL, and standard information on your rights under Belgian and EU package travel law. Please read them carefully before confirming a booking.
STORYTAILOR SRL acts as a travel organiser within the meaning of the Act of 21 November 2017. The trip has been composed directly by STORYTAILOR SRL, which is responsible for the proper performance of all services included in this contract, whether performed by STORYTAILOR SRL itself or by third-party service providers, in accordance with Articles 14 and 15 of the General Terms and Conditions set out herein. In the event of any non-conformity observed during the stay, the traveller must notify STORYTAILOR SRL without delay. For each booking, STORYTAILOR SRL specifies on the order form the capacity in which it acts, namely as organiser or, where applicable, as retailer (détaillant). The provisions of these conditions that are specific to the retailer apply only where STORYTAILOR SRL expressly acts in that capacity; in all other cases, STORYTAILOR SRL acts as organiser and assumes the corresponding responsibility.
In both cases, the General Terms and Conditions of the Travel Disputes Commission (Commission de Litiges Voyages) apply to the sale of package travel. In the context of the sale of individual travel services, the conditions relating to travel services shall apply. The content of the programme forms an integral part of the contract.
The undersigned acknowledges having received, prior to the conclusion of the contract and on a durable medium, the offer and programme of StoryTailor, the standard information form, and the general and particular conditions relating to this tailor-made trip, confirms having read them, and expressly accepts them by signing this order form.
The undersigned acknowledges having been informed of all pre-contractual information required by the Act of 21 November 2017 on the sale of package travel, linked travel arrangements and travel services.
The traveller authorises STORYTAILOR SRL to receive and transmit, within the framework of the performance of the trip, the documents and communications relating to the booked services.
The client shall reimburse STORYTAILOR SRL for all amounts invoiced by the relevant service providers, including the total cost of the trip, cancellation fees and amendment fees.
The undersigned makes the reservation for all participants listed on the order form/travel contract. The client confirms that the names of the participants set out in this order form/travel contract are correct and correspond to the official identity documents of the travellers. All costs arising from incorrect communication of names shall be borne by the client.
In the case of a package holiday, the travel organiser is responsible for the proper performance of the contract. The traveller is obliged to report any non-conformity observed during the stay directly to the relevant travel organiser.
The Federal Public Service Foreign Affairs holds the most up-to-date information on security and health matters. Please consult: diplomatie.belgium.be/fr/conseils-aux-voyageurs
Standard information form for package travel contracts. The combination of travel services offered to you is a package within the meaning of Directive (EU) 2015/2302, as transposed by the Belgian Act of 21 November 2017. Therefore, you will benefit from all EU rights applying to packages. STORYTAILOR SRL will be fully responsible for the proper performance of the package as a whole. Additionally, as required by law, STORYTAILOR SRL has protection in place to refund your payments and, where transport is included in the package, to ensure your repatriation in the event that it becomes insolvent. This protection is provided by the Travel Guarantee Fund (Fonds de Garantie Voyages), Avenue de la Métrologie 8, 1130 Brussels (www.gfg.be).
Directive (EU) 2015/2302 as transposed into Belgian law: Act of 21 November 2017 on the sale of package travel, linked travel arrangements and travel services.
These General Terms and Conditions apply to package travel contracts booked from 1 July 2018 onwards as defined by the Act of 21 November 2017 on the sale of package travel, linked travel arrangements and travel services.
2.1 Prior to being bound by a package travel contract, the organiser and the retailer shall provide the traveller with the standard information required by law as well as the following information, where applicable — the main characteristics of the travel services:
2.2 The professional shall ensure that the appropriate standard information form is provided to the traveller.
2.3 The pre-contractual information communicated to the traveller forms an integral part of the package travel contract. It may not be amended except by mutual agreement between the contracting parties.
3.1 The person who concludes the package travel contract must provide the organiser and retailer with all relevant information that could influence the conclusion of the contract or the proper conduct of the trip. This includes, without limitation, any mobility issues, particular physical conditions, or health problems that may affect the proper conduct of the trip as a whole (activities and transport).
3.2 If the traveller provides incorrect information that results in additional costs to the organiser and/or retailer, such costs may be charged to the traveller.
4.1 Upon conclusion of the package travel contract, or within a reasonable period thereafter, the organiser, or where applicable the retailer, shall provide the traveller with a copy or confirmation of the contract on a durable medium, such as email, paper document or PDF. The traveller is entitled to request a paper copy if the package travel contract is concluded in the simultaneous physical presence of both parties.
4.2 The package travel contract or its confirmation shall set out the full content of the agreement, including all information referred to in Article 2 and the following information: any particular requirements of the traveller that the organiser has accepted; that the organiser is responsible for the proper performance of all travel services included in the contract and has a duty of assistance; the name of the entity responsible for insolvency protection and its contact details; the name, address, telephone number and email address of the organiser's local representative, or another service through which the traveller can rapidly contact the organiser for assistance when in difficulty or to report any non-conformity; the obligation on the traveller to notify any non-conformity observed during the performance of the trip; information enabling direct contact to be established with an unaccompanied minor or the person responsible for the minor at the place of stay; information on internal complaints-handling procedures; information on the Travel Disputes Commission and the EU online dispute resolution platform; and information on the traveller's right to assign the contract to another traveller.
4.3 In good time before the start of the package, the organiser shall provide the traveller with: the invoice; confirmation and tickets; and information on the expected departure time and, where applicable, the check-in deadline, as well as the expected times of stopovers, connections and arrival.
5.1 After conclusion of the package travel contract, prices may only be increased where the contract expressly provides for such possibility. In that case, the package travel contract shall specify the method by which any price revision is to be calculated. Price increases are permissible only where they are a direct result of changes in: the price of passenger transport resulting from the cost of fuel or other energy sources; the level of taxes or fees on travel services included in the contract, imposed by a third party not directly involved in the performance of the package, including tourist taxes, embarkation and disembarkation fees at ports and airports; or exchange rates relevant to the package. Where provision is made for a price increase, the traveller shall be entitled to a corresponding price reduction in the event of a decrease in the costs referred to above.
5.2 If the price increase exceeds 8% of the total price, the traveller may terminate the contract without incurring any cancellation charges.
5.3 A price increase is only permissible if the organiser notifies the traveller thereof, with justification and calculation, on a durable medium, such as email, paper document or PDF, no later than twenty days before the start of the package.
5.4 In the event of a price reduction, the organiser is entitled to deduct its administrative expenses from any refund due to the traveller. At the request of the traveller, the organiser shall provide evidence of those expenses.
6.1 Unless expressly agreed otherwise, the traveller shall pay, at the time of booking the package, a deposit equal to the fraction of the total price specified in the particular conditions of the trip.
6.2 Unless agreed otherwise, the traveller shall pay the balance of the price no later than one month before departure.
6.3 In the event that the traveller, having been formally put in default, fails to pay the deposit or the price of the trip as duly requested, the organiser and/or retailer shall be entitled to terminate the contract with the traveller by operation of law and to charge the resulting costs to the traveller.
7.1 The traveller may assign the package travel contract to a person who satisfies all of the conditions applicable to that contract, provided that: the organiser and, where applicable, the retailer are informed as soon as possible and no later than 7 days before the start of the package, on a durable medium such as email, paper document or PDF; and the assignor bears any additional costs occasioned by such assignment.
7.2 The assignor and the assignee shall be jointly and severally liable for the payment of the outstanding balance of the price and any additional costs occasioned by the assignment. The organiser shall inform the assignor of the costs of the assignment.
The organiser and/or retailer may charge the traveller for all costs resulting from other amendments requested by the traveller and accepted by the organiser and/or retailer.
9.1 Prior to the start of the package, the organiser may not unilaterally amend the terms of the package travel contract other than the price, unless: the organiser has reserved such right in the contract; the amendment is minor; and the organiser notifies the traveller thereof on a durable medium, such as email, paper document or PDF.
9.2 If, prior to the start of the package, the organiser is constrained to significantly alter one or more of the main characteristics of the travel services, or is unable to meet the specific requirements confirmed by the traveller, or proposes to increase the price of the package by more than 8%, the organiser shall inform the traveller of: the proposed amendments and their impact on the price of the package; the fact that the traveller may terminate the contract without incurring any cancellation charges unless the traveller accepts the proposed amendments; the deadline by which the traveller must communicate their decision to the organiser; the fact that if the traveller has not expressly accepted the proposed amendment within the stated deadline, the contract shall be deemed terminated; and, where applicable, the substitute package proposed and its price.
9.3 Where amendments to the package travel contract or the substitute package result in a reduction in quality or cost of the package, the traveller shall be entitled to an appropriate price reduction.
9.4 If the package travel contract is terminated in accordance with Article 9.2 and the traveller does not accept an alternative package, the organiser shall reimburse all payments made within fourteen days of termination of the contract.
10.1 The organiser may terminate the package travel contract if the number of persons enrolled for the package is below the minimum number stated in the contract, and the organiser notifies the traveller of the termination within the period set in the contract, but no later than:
10.2 In either case, the organiser shall reimburse the traveller for all payments made in respect of the package, without being liable for any additional compensation.
11.1 The traveller may terminate the package travel contract at any time prior to the start of the package.
11.2 Any termination by the traveller must be communicated to us by registered mail or by email to info@storytailor.travel. Terminations received outside our opening hours shall be deemed received on the next working day.
11.3 Unless otherwise provided in the travel contract, where the traveller terminates, the organiser may require the traveller to pay the following cancellation charges:
| Time before departure | Cancellation charge |
|---|---|
| More than 91 days | 30% of the total VAT-inclusive price, minimum €100 per person |
| 90 to 61 days | 45% of the total VAT-inclusive price, minimum €150 per person |
| 60 to 31 days | 75% of the total VAT-inclusive price, minimum €300 per person |
| 30 days to departure | 100% of the total VAT-inclusive price |
11.4 For packages including flights, airline tickets are always non-refundable. Last-minute flights and train tickets are non-refundable.
11.5 Where we are acting as retailer, the organiser's cancellation charges shall be applied, increased by our administrative charges. Any refund shall be subject to deduction of insurance and visa costs.
11.6 Where travel service providers stipulate stricter conditions, those conditions shall apply.
11.7 The traveller shall not be exempt from paying cancellation charges except in the case of unavoidable and extraordinary circumstances occurring at the destination and substantially affecting the performance of the package or the transport of passengers to the destination. In the event of termination of the package travel contract under this provision, the traveller shall be entitled to a full refund of payments made in respect of the package, but shall not be entitled to any additional compensation.
11.8 The traveller shall be entitled to terminate the package travel contract without paying cancellation charges if unavoidable and extraordinary circumstances occurring at the destination significantly affect the performance of the package or the transport of passengers to the destination. In the event of termination under this provision, the traveller shall be entitled to a full refund of payments made in respect of the package but shall not be entitled to any additional compensation.
11.9 The organiser shall reimburse all payments made by or on behalf of the traveller within fourteen days, reduced where applicable by any applicable cancellation charges.
12.1 The traveller shall notify the organiser without delay of any non-conformity observed during the performance of a travel service included in the package travel contract.
12.2 If any travel service is not performed in conformity with the package travel contract, the organiser shall remedy the non-conformity, unless this is impossible, or entails disproportionate costs, taking into account the extent of the non-conformity and the value of the travel services concerned. If the organiser does not remedy the non-conformity, the traveller shall be entitled to a price reduction or compensation in accordance with Article 15.
12.3 If the organiser does not remedy the non-conformity within a reasonable period set by the traveller, the traveller may remedy the matter themselves and claim reimbursement of necessary expenses. It shall not be necessary for the traveller to set a deadline if the organiser refuses to remedy the non-conformity or if an immediate solution is required.
12.4 Where a significant part of the travel services cannot be provided as agreed, the organiser shall, at no additional cost to the traveller, offer suitable alternative arrangements of, where possible, equivalent or higher quality. Where the alternative arrangements result in a package of lower quality, the organiser shall grant the traveller an appropriate price reduction. The traveller may reject the alternative arrangements only if they are not comparable to what was agreed in the package travel contract or if the price reduction is inadequate.
12.5 Where non-conformity substantially affects the performance of the package and the organiser has not remedied it within a reasonable period set by the traveller, the traveller may terminate the package travel contract without paying cancellation charges and may, where applicable, claim a price reduction and/or compensation. Where the package includes the transport of passengers, the organiser shall also provide the traveller with repatriation. Where alternative arrangements cannot be offered or the traveller rejects the alternative arrangements offered, the traveller shall be entitled, where applicable, to a price reduction and/or compensation, even without terminating the package travel contract.
12.6 Where it is impossible, due to unavoidable and extraordinary circumstances, to ensure the traveller's return as agreed in the package travel contract, the organiser shall bear the cost of necessary accommodation for a maximum of three nights per traveller.
12.7 The limitation on costs referred to in Article 12.6 does not apply to persons with reduced mobility, persons accompanying them, pregnant women, unaccompanied minors, or persons requiring specific medical assistance, provided that the organiser has been informed of their particular needs at least 48 hours before the start of the package.
12.8 The organiser may not invoke unavoidable and extraordinary circumstances to limit its liability if the transport service provider concerned cannot rely on such circumstances under applicable European Union law.
12.9 The traveller may address messages, requests or complaints concerning the performance of the package directly to the retailer through whom the package was purchased. The retailer shall transmit these messages, requests or complaints to the organiser without undue delay.
The traveller shall be liable for any damage caused to the organiser and/or travel intermediary, their employees and/or representatives, arising from fault attributable to the traveller or from the non-performance of their contractual obligations.
14.1 The organiser shall be liable for the performance of the travel services included in the package travel contract, regardless of whether those services are to be performed by the organiser itself or by other travel service providers.
14.2 Where the organiser is established outside the European Economic Area, the retailer established in a Member State shall be subject to the obligations imposed on organisers, unless it can demonstrate that the organiser satisfies the conditions stipulated in the Act of 21 November 2017.
15.1 The traveller shall be entitled to an appropriate price reduction for any period during which there was non-conformity, unless the organiser proves that the non-conformity is attributable to the traveller.
15.2 The traveller shall be entitled to appropriate compensation from the organiser for any damage suffered as a result of non-conformity. Compensation shall be provided without undue delay.
15.3 The traveller shall not be entitled to compensation if the organiser demonstrates that the non-conformity is attributable to: the traveller; a third party unconnected with the provision of the travel services included in the contract, where the non-conformity was unforeseeable or unavoidable; or unavoidable and extraordinary circumstances.
15.4 Insofar as permitted by the Act of 21 November 2017 and Directive (EU) 2015/2302, the compensation payable by the organiser for damage sustained by the traveller is limited to three times the total price of the package. This limitation does not apply to personal injury, nor to damage caused intentionally or through negligence.
16.1 The organiser shall provide appropriate assistance without undue delay to a traveller in difficulty, in particular by providing useful information on health services, local authorities and consular assistance, and by assisting the traveller in making long-distance communications and in finding alternative travel arrangements.
16.2 The organiser may charge for such assistance where the difficulty was caused intentionally by the traveller or through the traveller's own negligence. The amount charged shall in no case exceed the actual costs incurred by the organiser.
17.1 If the traveller has a complaint before departure, it must be submitted as promptly as possible and in a manner capable of serving as evidence, to the organiser or retailer.
17.2 Complaints arising during the performance of the package travel contract must be submitted as promptly as possible on-site, in an appropriate and evidential manner, so that a solution may be sought.
17.3 Complaints not resolved on-site to the satisfaction of the traveller, or which it was impossible to raise on-site, must be submitted without delay after the conclusion of the trip to the organiser or retailer in a manner capable of serving as evidence.
18.1 In the event of a dispute, the parties must first attempt to reach an amicable settlement between themselves.
18.2 If such attempt at amicable settlement has not succeeded, either party may address itself to the secretariat of the non-profit Travel Disputes Commission (Commission de Litiges Voyages) to initiate a conciliation procedure. All parties must give their consent.
18.3 The secretariat shall provide the parties with the conciliation procedure rules and a conciliation agreement.
18.4 In accordance with the procedure described in the rules, an impartial conciliator will contact the parties to pursue a fair conciliation between them.
18.5 Any agreement reached shall be recorded in a binding agreement between the parties.
19.1 If no conciliation procedure has been initiated, or if such procedure has failed, the aggrieved party may initiate arbitration proceedings before the Travel Disputes Commission or proceedings before a court of law.
19.2 The traveller, whether as claimant or as respondent, is never obliged to accept the jurisdiction of the Travel Disputes Commission.
19.3 An organiser or retailer acting as respondent may only refuse arbitration proceedings where the amounts claimed exceed €1,250. In that case, the organiser or retailer has a period of 10 calendar days from receipt of the registered letter or email with acknowledgement of receipt notifying the opening of a file for an amount of €1,251 or more with the Travel Disputes Commission.
19.4 These arbitration proceedings are governed by the dispute resolution rules, and may be initiated after the submission of a complaint to the company itself once it becomes apparent that no amicable solution has been reached, or once 4 months have elapsed from the end (or expected end) of the trip (or, as the case may be, from the service giving rise to the dispute). Disputes relating to personal injury may only be resolved by the courts.
19.5 The arbitral tribunal, composed on a parity basis, shall render a binding and final award in accordance with the dispute resolution rules. No appeal is possible.
Secretariat of the Travel Disputes Commission (Commission de Litiges Voyages)
Telephone: 02/277 62 15 (9:00 a.m. to 12:00 p.m.) · Fax: 02/277 91 00
City Atrium, Rue du Progrès 50, 1210 Brussels
E-mail: litiges-voyages@clv-gr.be
These Particular Conditions supplement the General Terms and Conditions of the Travel Disputes Commission and the provisions of the Act of 21 November 2017, and form an integral part of the contract.
The agreed price is all-inclusive, unless otherwise stated. The price is fixed, without prejudice to amendments in accordance with the provisions of the General and/or Particular Conditions of the travel organiser or the service provider(s) concerned.
Administrative fees will be charged for each flight booking; these are stated on the order form. In the event of cancellation, these fees are non-refundable.
Upon booking a trip, a deposit equivalent to 40% of the total price of the trip must be paid. Airline tickets, train tickets, ferry tickets, insurance, motorway vignettes, theme park entrance tickets and holiday vouchers must be paid in full upon booking, and shall constitute full payment for those elements.
For bookings made less than 30 days before departure, the full price of the trip must be paid immediately. In all cases, unless otherwise agreed on the order form, the traveller must pay the balance no later than 30 days before the departure date, following which travel documents will be issued.
In the event of non-payment of the balance within this period, STORYTAILOR SRL reserves the right to withhold the travel documents. Where there is doubt as to whether the trip will be paid for within the allotted time, STORYTAILOR SRL reserves the right to cancel the trip in order to limit costs.
If the traveller, having previously been formally put in default, fails to pay the deposit or the amount due, STORYTAILOR SRL shall be entitled to terminate the travel contract with the traveller by operation of law and without any further formal notice, the costs being borne by the traveller. In that event, the traveller shall be liable for the cancellation charges of the travel organiser or service provider(s) applicable at that time, as well as all booking fees of the travel intermediary.
No-show and non-refundable services. Should the traveller fail to present themselves for a booked service (no-show) or fail to use it, the full price of that service shall remain due and shall not be refunded. Air, train and ferry tickets, insurance premiums, amounts paid to third-party providers and any service expressly designated as non-refundable on the order form cannot be cancelled or refunded once issued or confirmed, in accordance with Article 11.4 of the General Terms and Conditions and the conditions of the relevant service providers.
Deliveries and/or services provided by STORYTAILOR SRL are payable at its registered office, either on demand or at the due date indicated on the invoices. In the event of non-payment by the due date, default interest shall be due automatically and without prior formal notice, at the statutory rate applicable pursuant to the Act of 2 August 2002 on combating late payment in commercial transactions, as revised semi-annually by Royal Decree. Any month commenced shall be treated as a complete month. Similarly, in the event of non-payment by the due date, a fixed-rate indemnity of 10% of the outstanding amount shall be applicable automatically and without prior formal notice, subject to a minimum of €75 per file. Such interest and the fixed-rate indemnity shall also apply to cancellation charges, unless they are covered by travel insurance. The interest and fixed-rate indemnity provided for in this paragraph apply to clients acting for business or professional purposes (B2B).
For clients acting as consumers (B2C), and by way of derogation from the foregoing, no interest, fixed-rate indemnity or recovery costs shall be due unless STORYTAILOR SRL has first sent a free reminder of payment. The consumer shall then benefit from a payment period of fourteen days, running from the third working day following the dispatch of the reminder, or from the day after dispatch where the reminder is sent by electronic means. Upon expiry of that period and where payment is still outstanding, default interest at the statutory rate and a fixed-rate indemnity calculated within the ceilings laid down in Book XIX of the Code of Economic Law shall become due. The same regime shall apply to cancellation charges, unless these are covered by travel insurance.
Where certain requested services are reserved "on request" and availability is confirmed by the relevant service provider, the booking shall be firm and binding. In the event of unavailability, the deposit shall be refunded net of administrative fees.
The General and Particular Conditions issued by the travel organiser(s) and/or individual service providers shall apply to the performance of the trip without restriction, except for provisions contrary to Belgian or European law, which shall be deemed null and void. Where the travel intermediary acts as intermediary for a travel organiser established abroad and that organiser's general or particular conditions conflict with these Conditions of Sale, the present provisions shall prevail. STORYTAILOR SRL reserves the right to seek indemnification from the relevant travel organiser, which the traveller may not oppose.
The traveller must report any deficiency on-site directly to the relevant service providers. The traveller is also obliged to confirm their complaint by registered letter addressed to the organiser and/or travel intermediary no later than one month after the end of the trip. If the complaint is addressed to several service providers but also concerns the services of STORYTAILOR SRL, it must also be addressed to STORYTAILOR SRL. A complaint addressed solely to other parties involved will not be acted upon.
The risk of insolvency of STORYTAILOR SRL is guaranteed by the Travel Guarantee Fund (Fonds de Garantie Voyages), Av. de la Métrologie 8, 1130 Brussels — Tel. 02/240.68.00 — Fax: 02/240.68.08 — www.gfg.be — mail@gfg.be.
This contract with STORYTAILOR SRL is governed by Belgian law. The place of performance of the contract is agreed to be the registered office of STORYTAILOR SRL, 46, rue Louis Socquet, 1030 Brussels.
Any dispute shall fall within the jurisdiction of the Belgian courts having territorial jurisdiction under the applicable mandatory rules. Where the law so permits, STORYTAILOR SRL may also bring proceedings before the competent courts of the traveller's domicile or of the judicial district of its registered office.
Other disputes concerning the services of STORYTAILOR SRL shall be resolved through the arbitration procedure of the Travel Disputes Commission (see Article 18 of the General Terms and Conditions).
If the dispute does not fall within the subject-matter jurisdiction of the Travel Disputes Commission, or if court proceedings are initiated in other cases, the Belgian courts having territorial jurisdiction under the applicable mandatory rules shall be competent. In accordance with Regulation (EU) No 524/2013, the traveller may also use the European online dispute resolution platform, accessible at: consumer-redress.ec.europa.eu
As required by law, we hold a financial guarantee provided by the Travel Guarantee Fund (Fonds de Garantie Voyages), Avenue de la Métrologie 8, 1130 Brussels, in order to reimburse your payments and ensure your repatriation in the event of insolvency.
Confidentiality and security are of the utmost importance to STORYTAILOR SRL, and we endeavour to ensure that our technical and organisational measures comply with your data protection rights.
Legal basis: STORYTAILOR SRL, as data controller, processes your personal data principally for the performance of the travel contract and the management of your file, and to comply with its legal and regulatory obligations (in particular accounting and tax obligations and the transmission of Passenger Name Record (PNR) data). Where processing is based on your consent, in particular for newsletters and commercial communications, you may withdraw that consent at any time. You have the right of access, rectification, erasure and restriction of processing, the right to data portability and the right to object, as well as the right to lodge a complaint with the Data Protection Authority (Autorité de protection des données), Rue de la Presse 35, 1000 Brussels. Detailed information on the purposes, recipients, any data transfers and the retention periods is set out in our Privacy Policy.
The traveller acknowledges having been informed that certain unavoidable and extraordinary circumstances beyond the control of STORYTAILOR SRL and/or the service providers (including, without limitation: natural disasters, epidemics, pandemics, political unrest, acts of terrorism, border closures, health restrictions, strikes or any other circumstance considered unavoidable and extraordinary within the meaning of the Act of 21 November 2017) may affect the proper conduct of the trip. The traveller is strongly advised to regularly consult the travel advisories of the Belgian Federal Public Service Foreign Affairs (diplomatie.belgium.be/fr/conseils-aux-voyageurs) before and during their trip, and to take out cancellation and assistance insurance covering such events. In the event of unavoidable and extraordinary circumstances at the destination substantially affecting the performance of the trip or transport to the destination, the traveller may terminate the contract free of charge in accordance with Article 11.8 of the General Terms and Conditions and shall be entitled to a full refund of amounts paid, without additional compensation.
To travel abroad, you must always comply with the entry formalities required by the country of destination ("travel formalities"). For certain countries, a national identity card may suffice, but this is not always the case. Other documents may be required: an international passport (a burgundy-coloured booklet containing your identity details, requested from the population service of your municipality of residence); a visa (official authorisation to remain in a country for a specified period, obtained in advance or on arrival depending on the country); or a vaccination certificate (mandatory in certain countries for diseases such as yellow fever, meningitis, malaria, typhoid or hepatitis — consult your GP for the relevant procedure).
It is recommended to consult the embassy or consulate of the destination country for confirmation, in order to avoid any unpleasant surprises. Costs arising from changes in these requirements, such as an emergency passport renewal, shall be borne by the traveller.
Note: this information is only valid for Belgian nationals residing in Belgium and travelling with Belgian identity documents. In all other cases, the required formalities may differ. You must inform yourself in good time and in detail from your own embassy or consulate, as well as from the embassy or consulate of the destination country.
Useful resources: diplomatie.belgium.be (travel formalities and embassy/consulate contacts); vacciweb.be (mandatory or recommended vaccinations); and travellersonline.diplomatie.be, the Federal Public Service Foreign Affairs registration site for Belgians travelling outside the EU, which alerts you in the event of a crisis, natural disaster or incident at your destination. All data submitted there is deleted two weeks after your return.
Please check the expiry date of your identity documents carefully and well in advance. As a general rule, your identity card must be valid at least until the return date. In some cases, the period of validity must extend well beyond the return date. If a passport is required for your destination, many countries require it to remain valid for a considerable period after the return date (e.g. 6 months). Please consult our brochure or website for destination-specific information and remember to verify this with the embassy or consulate of your destination.
Damaged identity documents may be considered invalid by Belgian and foreign authorities (for example a torn passport page, a cracked identity card, or an electronic identity card with a missing chip). Such documents must be replaced before travel, as you will be solely responsible and unable to recover any costs if you are denied boarding or entry to the country of destination.
From the age of 75, your municipal authority will no longer automatically notify you to renew your identity card. This presents no issue if you remain in Belgium; however, as soon as you wish to enter another country, you must ensure that you hold an identity card with a valid expiry date.
Travelling with a parent or guardian. The required identity documents vary depending on the destination country. If the destination country requires a passport, the child — even a newborn — must hold their own passport. If the destination country accepts an identity card, a child under 12 must hold an electronic KIDS-ID card (paper identity documents already held remain valid until expiry). The KIDS-ID is sufficient for travel within EU member states, provided the child is accompanied by a parent or guardian holding valid identity documents themselves. Processing time is approximately 3 weeks — please enquire with your municipal authority in good time. In the event of loss, theft or damage, a temporary identity document may be available under certain conditions, though it is not accepted in all countries that accept the KIDS-ID (see ibz.rrn.fgov.be or eid.belgium.be). Children turning 12 during the trip may need a passport for the return leg — we strongly advise cross-checking this with the consulate or embassy of the destination country in advance.
Parental authorisation. There is no Belgian or international procedure governing parental authorisation for travel abroad with minors. If the child is travelling with one parent, that parent may obtain written authorisation from the other parent, which may be certified by the municipal authority. Certified parental authorisation is recommended where the child is travelling alone or with persons other than their parents — this must be supplemented by a formal request to the airline when the child is travelling alone.
Only the issued airline ticket constitutes a contract between the airline and the traveller. Until the ticket is issued, the airline reserves the right to increase its fares and/or amend its conditions of sale. Flight schedules communicated in our offers are provided without guarantee and subject to amendment by the airline; any schedule change will be communicated to the traveller as soon as possible but shall not in any case be attributable to STORYTAILOR SRL. The identity of the operating carrier will be indicated in the travel documents provided to the traveller pursuant to Article 11 of European Regulation 2111/2005.
The traveller is obliged to present themselves at the boarding gate in good time and to have all travel documents in their possession. STORYTAILOR SRL shall in no case be held liable for any incident such as denied boarding caused intentionally or through the traveller's own negligence. Where applicable, the traveller is obliged to complete a report of loss, theft or damage to their baggage with the airline operating the relevant flight. Airlines on the European Commission's blacklist pursuant to European Regulation 2111/2005 can be found at: ec.europa.eu/transport/modes/air/safety/air-ban_en
Baggage: please carefully check the permitted weight and dimensions with the relevant airlines — do not hesitate to contact us if in doubt. Always ensure that your luggage is labelled both externally and internally, to avoid any delay in identifying and returning late-delivered baggage.
Pregnant travellers: you may travel by air up to the 35th week of pregnancy (32nd week for multiple pregnancies), with a recent physician's certificate (dated no more than 8 days before departure, in an internationally recognised language) confirming the flight poses no risk.
Unaccompanied minors: children under 5 may not travel alone and must always be accompanied by a person over 18. Children aged 5 to 11 inclusive are classified UM (Unaccompanied Minor, mandatory assistance); minors aged 11 to 17 are classified YP (Young Person, optional assistance).
Travel is an opportunity to open yourself to the world. Holidays allow us to discover other countries and peoples, with their own customs and traditions. Travel with an open mind, informing yourself in advance about the customs and culture of your destination, and bear in mind that differences may exist in terms of attitudes, service and living standards compared to Belgium.
3.1 Travel first aid kit — a well-prepared kit is essential when travelling; your GP or pharmacist will advise on the appropriate contents for your destination.
3.2 Transfers — not systematically included in your trip, but may be added at your request for an additional charge.
3.3 Climate — the southern states of the USA, Costa Rica and the Caribbean are generally exposed to hurricanes from June to November, which may affect flights and the enjoyment of a holiday and cannot be predicted in advance.
3.4 Excursions and car rental — if independently booked, these do not form part of the travel contract; they are organised by and for local companies, and any dispute must be resolved locally.
3.5 Bringing souvenirs home — the international trade in endangered plant and animal species is subject to European regulation since 1 June 1997; certain species may not be sold at all, others require an import permit. Works of art, antiques and objects collected on-site (even stones) are often subject to strict export restrictions with severe sanctions. Counterfeit goods (clothing, bags, watches, etc.) are illegal to purchase and import and are subject to confiscation and fines. See votresouvenir.be for more information.
3.6 Mobile (GSM) abroad — confirm with your provider that your phone can be used abroad. Please provide us, before departure, with a mobile number on which you can always be reached during your stay. We suggest using e-sims (e.g. airalo.com) to reduce data costs abroad.
3.7 Connections between destinations — arranged by us to avoid difficulties, though flight delays, rescheduling or adverse weather may occasionally prevent a connection (e.g. a ferry crossing) from being made as planned. Additional costs arising from such unforeseen circumstances are not covered by the travel organiser.
4.1 Classification — we always publish the official star rating, awarded by the destination country's tourism authorities on criteria that may differ from those applied in Belgium and do not guarantee quality of meals and service. The full hotel description and price, together with the classification, will help you form an accurate idea of what to expect.
4.2 Photographs — all our brochures, advertisements, web pages and offers are prepared in good faith based on information available at the time. Maps, photographs and illustrations are for information purposes only and are not contractually binding.
4.3 Security deposit and guarantee — most hotels request a credit card on check-in as a guarantee for incidental expenses; a cash deposit may be required if you do not hold a credit card. Villas and apartments generally require a security deposit on arrival to cover kitchen equipment, returned after inspection at the end of the stay.
4.4 Wi-Fi — where Wi-Fi or in-room Wi-Fi is mentioned, a connection is available; it is free of charge only where expressly stated. Cost, speed, range and device limits vary by destination — ask us before departure if this matters to you.
4.5 Terminology — hotel terms such as bungalow/villa, sea view, seaside-facing, balcony/terrace, minibar/fridge, Adults Only, pillow menu, and swim-up rooms carry specific tourism-industry meanings that can differ from their everyday sense; please refer to the individual hotel description or ask us to clarify before booking.
If you have a disability that may affect the conduct of your trip, it is absolutely essential that you inform us at the time of booking, so that all parties involved (airline, transfer operator, hotel, etc.) are properly informed and able to take the necessary measures.
6.1 Age — the age taken into account for a child discount is the age upon arrival at the destination, not at the time of booking.
6.2 Child discount at the hotel — set out in the hotel's price table; applies to children sharing a room with two paying adults, or otherwise to the third-person-in-a-double-room discount where available.
6.3 Travelling with a baby (under 2) — inform us at booking and request a cot if needed; stocks are limited.
6.4 Child with one adult — the single-parent reduction is intended for genuine single-parent families; a family may not split up to claim it.
6.5 Mini-club — many hotels offer children's activities, generally accessible from age 4, sometimes limited to a few hours a day and possibly closed certain days; please refer to the hotel description.
6.6 Travel formalities — please refer to Section 1 above.
You must present official documents when travelling with a pet. Pets travelling within Europe must legally hold a European pet passport (from your veterinarian) and be identified by tattoo or microchip. Some countries require additional documents, treatments or a veterinary examination on arrival; for certain destinations, pets are not permitted at all. See health.belgium.be for details. For some destinations pets may not be permitted in your transfer vehicle, in which case you must arrange and bear the cost of your own transfer. Hotels accepting small dogs are identified accordingly, though this does not mean dogs have access to all hotel areas, and hotel policy may change without notice.
We strongly recommend that travellers take out insurance, including but not limited to travel assistance insurance and cancellation insurance. We offer clients the insurance products which, in our view, are closely linked to our travel offer — clients always retain the freedom to take out alternative insurance of their own choosing.