Complaints, Refunds & Assistance Procedure

1. Purpose

This Procedure sets out how assistance requests, complaints, cancellation requests, and refund requests are submitted, assessed, and resolved.

2. Official channels

Complaints and refund requests must be submitted to:
Email: avangardetourism@gmail.com
Phone: +40 739 340 724
In-travel emergencies: +40 739 340 724

3. What a complaint must include

A complaint must include:

• Full name.
• Email and phone number.
• Booking code / offer code.
• Description of the issue.
• Date and place of the incident.
• Supporting documents: photos, invoices, receipts, correspondence, supplier confirmations.
• Specific request: remedy, refund, compensation, explanation.

4. Issues during travel

If an issue arises during travel, the client must contact Avangarde Tourism as quickly as possible and, where applicable, the local supplier, to allow the situation to be remedied. Failure to report in a timely manner may limit the ability to obtain remedies or compensation from suppliers.

5. Acknowledgement of receipt

Avangarde Tourism acknowledges receipt of the complaint within a reasonable time and may request additional information or documents.

6. Assessment of the complaint

The complaint is assessed based on the documents provided, the offer conditions, the contract, supplier responses, applicable law, and the specific circumstances.

7. Indicative timelines

8. Refunds

Refunds are made only for amounts that are refundable under the offer, contract, supplier conditions, and applicable law. Non-refundable amounts, penalties, fees, commissions, or costs already incurred may apply.

9. Refund method

Refunds are generally made using the same method as the original payment (card via Stripe, bank transfer), or by bank transfer to the person who made the payment, where necessary. PayPal refunds will be available soon.

10. Chargebacks and payment disputes

If the user initiates a payment dispute or chargeback, Avangarde Tourism may provide the payment processor with documents relating to the booking, acceptance of terms, payment, service delivery, and relevant communications.

11. Complaints against suppliers

If the issue relates to a supplier, Avangarde Tourism will forward the complaint and follow up on the supplier's response, depending on the operator's legal role in the relevant offer.

12. Amicable resolution and ADR

Avangarde Tourism seeks amicable resolution of complaints. Consumers may also resort to alternative dispute resolution (ADR) mechanisms and competent authorities, in accordance with the law.

13. Personal data

Data included in complaints is processed for the purpose of assessing and resolving the request, in accordance with the Privacy Policy.