General Terms and Conditions

These general terms and conditions (the "terms") govern bookings for tours, travel services and bicycle rentals organised by HELIA, turistična agencija, d.o.o. (“Helia”, “we”, “us”), registered office Trubarjeva cesta 8, 4260 Bled, Slovenia; VAT ID SI19015178; company registration number 1789317000.

Contact: e-mail info@helia.si · telephone / WhatsApp +386 31 544 544 · websites cyclingslovenia.com, hikingslovenia.com, rentabike.si. Booking requests and written notices under these terms should be sent to info@helia.si.

These terms apply to all bookings confirmed by Helia, unless the relevant quotation, programme, booking confirmation or product appendix expressly states special terms for a specific product or another organiser. The terms in force at the time of booking apply to that booking; later changes to the terms do not affect bookings already confirmed. If Helia acts solely as a retailer or intermediary for another organiser, this will be stated in the quotation or booking confirmation, and the other organiser's terms and insolvency-protection information also apply. These terms also apply to standalone bicycle rentals, including rentals booked via rentabike.si, whether or not they form part of a tour; section 13 (bicycles, equipment, navigation and damage waiver) governs such rentals. For business-to-business bookings made by partners, agencies or retailers, any partner agreement, master agreement or supplier terms expressly agreed in writing prevail over these general terms to the extent of any conflict. These terms govern only the relationship between Helia and the traveller and, where applicable, between Helia and a partner or agency booking on a traveller’s behalf. They do not apply to Helia’s suppliers or subcontractors — including accommodation providers, transfer and transport operators, guides, activity providers and bicycle or equipment suppliers — and confer no rights and impose no obligations on them. Helia’s relationship with such suppliers is governed by separate agreements, and nothing in these terms may be relied on or enforced by a supplier. These terms do not apply to bookings made via helia.si. Helia's outbound travel arrangements for the Slovenian market, published in Slovenian on helia.si, are governed by Helia's separate Slovenian "Splošni pogoji poslovanja"; the quotation or booking confirmation states which terms apply to a given booking.

Mandatory law prevails. Nothing in these terms limits or excludes any right or remedy a consumer has under mandatory consumer-protection or package-travel law (in particular EU Directive 2015/2302 and the Slovenian Consumer Protection Act, ZVPot-1). Where any provision conflicts with such law, that law prevails and the rest of the terms remain in force. Because this applies throughout, individual clauses below do not each repeat it.

Definitions. “traveller” (also “you”) means the person who makes the booking and each person named in the booking on whose behalf it is made. The person making the booking (the “lead traveller”) contracts on behalf of all named travellers, is responsible for payment of the total price and for passing all information to them, and may act for them in matters arising under these terms unless a named traveller notifies Helia otherwise. Where these terms confer a right or impose an obligation on “the traveller”, it applies to each named traveller. "tour start date" means the first day of the booked travel arrangement as stated in the booking confirmation. "unavoidable and extraordinary circumstances" means a situation beyond the control of the party affected, the consequences of which could not have been avoided even if all reasonable measures had been taken (for example war, serious security risks, significant risks to human health, or natural disasters such as floods or storms that make safe travel to the destination impossible). "total price" means the total price of the booked arrangement (package, travel service or rental) as stated in the booking confirmation or accepted quotation.

The person making the booking must be at least 18 years old and books on behalf of all named travellers; that person is responsible for payment and for passing all information to the others. A booking becomes binding only when Helia has received the booking request or form, the required deposit or full payment has been received within the stated deadline, and Helia has issued a written booking confirmation. Until then, a request is not accepted and no availability is guaranteed.

The contract consists of these terms, the booking confirmation, the accepted quotation or programme, any itinerary, service list or travel documents issued by Helia, and any product-specific appendix or expressly incorporated supplier terms. Any special request (dietary, room, equipment or similar) is binding only if Helia confirms it in writing. The traveller must check the booking confirmation promptly and notify Helia without undue delay of any incorrect detail.

Only the services expressly listed in the booking confirmation, accepted quotation, itinerary or programme form part of the contract. Unless expressly stated otherwise, prices do not include: flights or other transport to and from the starting point; visas, passports, vaccinations or similar entry requirements; travel and cancellation insurance; personal expenses; meals other than those expressly stated; local tourist taxes payable on site; optional upgrades or extras; and separately booked third-party services. Any excursion, activity, transfer, meal, accommodation, rental, guide service or other service not expressly included in the booking confirmation is not included in the agreed package price and is arranged separately, unless mandatory package-travel law treats it as part of the same package.

All prices are in EUR and include VAT where applicable, and cover only the services expressly listed in the booking confirmation or accepted quotation. Prices and offers are published in good faith; Helia may correct an obvious or manifest error (such as a clearly incorrect price) before the contract is concluded, and will offer the traveller the corrected price or the option to cancel at no charge.

Fees. A booking/dossier fee of EUR 20 per booking may apply only if expressly shown in the quotation, pro-forma invoice or booking confirmation; if charged, it is non-refundable once the contract is concluded, except where mandatory law requires reimbursement. Helia does not currently charge a surcharge for short-notice (last-minute) bookings; where such a surcharge applies to a specific product, period or booking, it will be expressly stated in the quotation, pro-forma invoice or booking confirmation before the contract is concluded.

Unless a different deposit or payment schedule is stated in the quotation, pro-forma invoice or booking confirmation, a 20% deposit of the total price is due within 8 days of the pro-forma invoice or payment request, and the balance is due no later than 30 days before the tour start date. For bookings made within 30 days of the tour start date, full payment is due immediately or within the shorter deadline stated by Helia. Any deposit forms part of the total price and is not charged in addition to any cancellation fee. If payment is not received on time, Helia may — after notice and a reasonable cure period where appropriate — treat the booking as cancelled by the traveller and apply section 7. Travel documents are normally issued in digital form after Helia has received full payment and once all essential supplier and operational information is available, typically between six weeks and a few days before the start of the tour. Printed documents may be provided on request and may carry a supplement where applicable.

Refunds and traveller-caused costs. If a traveller overpays, Helia may first apply the overpayment to any outstanding amount on the same booking; any remaining refund is normally made to the original payment method. Where a refund is required because of the traveller’s error, duplicate payment or mistaken overpayment (and not caused by Helia), Helia may deduct or charge documented, non-recoverable third-party bank, payment-processor, refund, transfer or foreign-exchange costs actually incurred, plus an administration fee of EUR 5 per refund transaction. This does not apply where the refund is due to Helia’s own error.

Minor changes that do not materially affect booked services and do not require supplier re-booking are made free of charge where reasonably possible. Material changes after confirmation — confirmed hotel or room changes, route redesigns, re-issued invoices or similar — may be subject to an administration fee of EUR 20 per change, plus any additional supplier, booking-system, bank, payment-processor, transfer, tax or other third-party costs actually incurred. A change of travel dates is treated as a cancellation of the original booking and a new booking request, unless Helia confirms otherwise in writing. If one traveller leaves a shared room, the remaining traveller may be required to pay the resulting single-room supplement.

A traveller may transfer the booking to another suitable person who meets all conditions for the booked trip, provided Helia receives written notice normally at least 7 days before the tour start date. Shorter notice may be accepted where operationally feasible. The substitute must accept the contract and all applicable conditions. The original and substitute traveller are jointly responsible for any outstanding balance and all reasonable transfer-related costs. Helia may charge a transfer fee not exceeding its actual transfer costs, which may include a standard administrative component of up to EUR 20; a summary is available on request.

The traveller may cancel at any time before the tour start date by written notice to Helia (info@helia.si). Cancellation takes effect on the date Helia receives the notice. The following standardised cancellation fees apply — a reasonable estimate of Helia’s typical loss based on the time of cancellation and expected savings and re-sale income. On request, Helia will provide a written explanation of how the cancellation fee was determined:

Once incurred or confirmed, the following are non-refundable: the booking/dossier fee; amendment fees; custom-planning or design fees agreed in advance; insurance premiums; visa costs; separately booked non-refundable extras; and actual traveller-caused refund or payment-processing costs. Non-refundable items under this paragraph are charged only to the extent they are not already covered by the percentage cancellation fee; the same cost is never charged twice. Certain products — including bike-and-boat, custom, chartered or special guided products — may carry different cancellation terms where clearly stated in the quotation, programme or relevant appendix (see Appendix B for bike-and-boat cancellation terms).

Extraordinary circumstances. If the traveller cancels because of unavoidable and extraordinary circumstances at the destination or its immediate vicinity that significantly affect performance of the package or carriage to the destination, the traveller may terminate without a cancellation fee and receive a full refund of payments made for the package, but is not entitled to additional compensation.

No statutory cooling-off period. Package travel contracts are generally exempt from the 14-day distance right of withdrawal under EU law, so for distance bookings (for example online or by e-mail) no automatic “cooling-off” refund applies and the cancellation terms above govern instead. However, where a package travel contract is concluded away from Helia’s business premises (off-premises) within the meaning of ZVPot-1 — for example at a fair, exhibition, event or other in-person presentation — the traveller has a 14-day right of withdrawal under ZVPot-1, exercised by written notice to info@helia.si. This does not affect any stronger right granted by mandatory law.

No refund is due for unused services where the traveller chooses not to use them, arrives late, leaves early or otherwise does not participate.

Insignificant changes. Before the start of the package Helia may make insignificant changes if the contract reserves that right and Helia informs the traveller clearly and in writing.

Price changes. After conclusion Helia may increase the total price only as a direct result of changes in (a) the cost of passenger transport due to fuel or other power sources, (b) taxes or fees imposed by third parties not directly involved in performance, or (c) relevant exchange rates — and only if the contract reserves that right and the increase is notified no later than 20 days before the tour start date. Any increase is calculated by passing on, pro rata per traveller, the documented change in the affected cost item: for fuel or other power sources, the traveller’s proportionate share of the documented additional transport cost; for taxes or third-party fees, the new or changed amount per traveller; for exchange rates, the difference resulting from recalculating the affected foreign-currency costs at the new rate. The calculation and supporting documentation are provided with the notice. An increase over 8% of the total price allows the traveller to terminate without a fee. If the relevant costs fall, the traveller is entitled to a corresponding reduction, less actual administrative costs where permitted.

Significant changes. If, before departure, Helia must significantly change an essential element, it will inform the traveller as soon as reasonably possible and offer a choice between accepting the change, accepting a substitute package (if offered), or terminating and receiving a refund. If the substitute is of lower quality or cost, the traveller is entitled to an appropriate price reduction.

Cancellation by Helia. Helia may cancel before departure and refund in full if the minimum number of participants for a group product is not reached and the traveller is notified within the legal deadline, or if performance is prevented by unavoidable and extraordinary circumstances. Where a minimum number applies, it will be stated in the quotation, programme or booking confirmation, and Helia will notify the traveller no later than 20 days before start (trips over 6 days), 7 days before (trips of 2–6 days) or 48 hours before (trips under 2 days). In these cases the traveller receives a full refund of payments made but no additional compensation.

Helia may also terminate, before or during the trip, if a traveller’s behaviour seriously disrupts the trip, endangers themselves or others, causes damage, or materially breaches these terms or lawful safety instructions; in that case no refund is due for unused services and the traveller remains liable for direct resulting costs or damage. Where a refund is due under package-travel law, Helia will make it without undue delay and in any event within 14 days of termination.

If a problem arises during the trip, the traveller must notify Helia (info@helia.si · +386 31 544 544), the local representative, guide, ship operator, hotel, transfer provider or other relevant provider without undue delay, so the issue can be assessed and, where possible, remedied on the spot. Where an issue within Helia’s responsibility means a service is not performed as agreed, Helia will seek to remedy it or provide an appropriate alternative at no extra cost where required.

If the issue cannot be resolved during the trip, the traveller should submit a written complaint to Helia (info@helia.si) after the trip, preferably with supporting evidence. Failure to complain on the spot does not automatically remove the traveller's legal rights, but may reduce Helia's ability to verify facts and remedy the issue. Helia will provide an initial written response within 8 days of receipt of the complaint, as required by Slovenian consumer-protection law, acknowledging the complaint and, where possible, stating Helia's position. Where information from suppliers or third parties is needed to assess the complaint fully, Helia will provide its final substantive response as soon as reasonably practicable. If the traveller is in difficulty, Helia will provide appropriate assistance, including information on health services, local authorities, consular assistance and alternative arrangements. Any claim arising from the package travel contract may be made within the limitation period provided by mandatory law, which is not less than two years.

Accommodation standards and classifications follow local standards and may differ from home-country expectations. Unless expressly confirmed, room type, location, bed configuration and similar preferences are requests only. Helia may replace accommodation, transfers or route elements with reasonably comparable alternatives where necessary for operational, safety, weather, supplier or other legitimate reasons; if a replacement is a material downgrade, the traveller keeps all rights to price reduction or other remedies.

Unless stated otherwise, luggage-transfer products carry one bag per person up to 23 kg; extra or overweight luggage may carry a supplement. Luggage transfer is for luggage only and is not passenger transport.

Baggage liability. Where luggage transfer is included in the package, Helia is responsible for the proper performance of that service in accordance with section 14 (Helia’s Liability). The traveller must not place valuables, fragile items, cash, travel documents, electronics, medicines or other irreplaceable items in transferred luggage. To the extent permitted by law, Helia is not liable for loss of or damage to such items where the loss or damage results from the traveller placing them in transferred luggage contrary to this instruction. Otherwise, Helia’s liability for baggage is limited to the extent provided by mandatory law. In all cases Helia will reasonably assist the traveller with claims or local communication.

Distances, elevation profiles, stage times and route descriptions in self-guided programmes are estimates and may vary due to weather, roadworks, trail conditions, diversions, local events or operational requirements.

Each traveller is responsible for: holding a valid passport, ID card, visa, permit, vaccination record or other required document; checking health, border, visa, customs and entry requirements; being medically fit and sufficiently prepared for the booked activity; complying with local laws, traffic rules, accommodation and ship rules, guide instructions and general safety guidance; and acting prudently and respectfully towards local communities, fellow travellers, staff, partners, equipment and property.

Health and suitability. Before booking, the traveller must disclose to Helia any medical condition, disability, reduced mobility or other circumstance that may affect their suitability for, or safe participation in, the booked activity, so Helia can advise whether the arrangement is appropriate. Active holidays involve inherent risks — including traffic, remote terrain, weather, falls, slips, navigation mistakes, mechanical problems and changing local conditions — and travellers are expected to assess conditions continuously and act with appropriate care.

Helia may refuse participation or remove a traveller from all or part of a trip if they are unfit, improperly equipped, intoxicated, unsafe, aggressive, seriously disruptive or otherwise unsuitable. Minors may participate only if permitted for the product and accompanied or authorised in accordance with the programme and applicable law.

Adequate personal travel insurance is strongly recommended and may be mandatory for certain products identified by Helia. Travellers are advised to hold cover, where appropriate, for trip cancellation, medical expenses, accident and disability, evacuation or repatriation, baggage, personal liability, and the cycling, hiking, climbing, e-bike or other adventure-activity risks relevant to the booked product. Helia does not provide personal travel insurance unless expressly stated in writing. The damage waiver in section 13 is a contractual limitation of the traveller’s liability for the rental bike and is not a substitute for personal travel or medical insurance.

13.1 Use of equipment

Where bicycles, e-bikes, accessories, helmets, GPS tracks, route notes or other equipment are provided, the traveller must inspect them at handover and report any issue immediately. The traveller must use equipment responsibly, secure bicycles properly when unattended, follow battery charging and handling instructions, and stop using any equipment that appears damaged or unsafe. Normal wear from proper use is accepted. For bicycle rentals, the traveller may be required to present valid photo identification at handover and to meet any minimum age, height or rider-suitability requirements stated for the bike or product. The stated range of an e-bike is an estimate only and varies with terrain, rider weight, wind, temperature, tyre pressure and riding style.

Navigation. Helia’s tours are navigated using the GUIBO app and digital guidebook. Once downloaded, the guidebook works offline; travellers should grant location permission and carry a power bank on cycling and hiking days. Unless expressly stated otherwise, one GUIBO download per adult person is included in the booked arrangement; additional downloads may be charged at the published fee. GPS tracks, route files, route notes and maps are guidance tools only — the traveller remains responsible for following local signage, adapting to conditions and making prudent decisions on the ground.

Helmets. Where Helia provides a helmet, the traveller must inspect it at handover, check the fit, adjust and fasten it correctly, use it consistently, and stop using it after any impact or visible damage. Travellers may use their own helmet. No helmet eliminates all risk. To the extent permitted by law, Helia is not liable for injury or damage resulting from the traveller’s failure to wear, fit or fasten the helmet correctly, or from use contrary to instructions. This does not exclude liability for defective equipment supplied by Helia or for Helia’s negligence, gross negligence or wilful misconduct. Under Slovenian law, cyclists under 18 years of age must wear a properly fastened cycling helmet; for adults a helmet is strongly recommended.

13.2 Damage waiver (included with every rental)

Every Helia bicycle rental includes a damage waiver. With normal, responsible use, the traveller’s liability for accidental damage to the bike is limited to a small excess per rental, and Helia covers accidental damage above that amount:

Optional waiver upgrade. For EUR 25 (touring) or EUR 50 (e-bike, gravel, road or MTB) per rental, the excess for accidental damage drops to EUR 0. The upgrade also limits the traveller's liability in qualifying theft cases: if a securely locked bike is stolen and the theft is reported to the police, the traveller's liability is limited to EUR 150 (touring) or EUR 300 (e-bike, gravel, road or MTB).

"Securely locked" – what the qualifying theft liability limitation requires. The theft liability limitation under the waiver upgrade applies only where, at the time of the theft, the bike was: (a) locked with a lock provided or approved by Helia; (b) with the frame locked to a fixed, immovable object, or stored in a locked room or otherwise secured area; (c) the theft was reported to Helia without undue delay; and (d) the theft was reported to the police and a copy of the police report is provided to Helia. Theft of a bike that was not secured in this way is treated as theft of an unlocked or improperly locked bike and is not covered. Helia may request reasonable evidence that the bike was properly locked, such as the lock key, the damaged lock, photographs, witness confirmation or other available evidence.

What the waiver does not cover. Theft liability is limited only with the waiver upgrade, and only where the bike was securely locked and the theft reported to the police. In all other cases the waiver does not cover: theft of an unlocked or improperly locked bike; loss; intentional damage or gross negligence; riding under the influence of alcohol or drugs; use outside the agreed purpose (bike parks, races, jumps, or unapproved off-road riding); loss of accessories, keys, charger, bags or helmet; or continuing to ride despite an obvious technical fault. In these cases the traveller remains liable for the actual repair or replacement cost, taking account of the age and condition of the bike.

How charges are applied. Unless expressly stated otherwise in the quotation, rental confirmation or handover documentation, no security deposit is taken at handover. By accepting the rental and signing the handover sheet, the traveller authorises Helia to charge the payment method on file for the applicable excess and, where the traveller is liable under these terms, for the actual repair or replacement cost of any damage, loss or theft — where technically and legally available; otherwise Helia may issue an invoice or payment request for the amount due, payable within the period stated. Helia will provide documentation of the cost on request. The traveller confirms the condition of the bike on a separate handover sheet at collection.

Where the booking is a package, Helia is responsible for the proper performance of the travel services included in the contract, whether performed by Helia or by third-party providers. If a service cannot be provided as agreed, Helia will provide a remedy, suitable alternative arrangements, a price reduction, compensation or repatriation, as required by applicable law and the circumstances.

Helia is not liable to the extent that a lack of conformity is attributable to the traveller; attributable to a third party unconnected with the contracted services and unforeseeable or unavoidable; or due to unavoidable and extraordinary circumstances. Helia is not liable for services that are not part of the contract.

Nothing in these terms excludes or limits Helia's liability for personal injury, including death, for damage caused intentionally or through negligence, or for any liability that cannot lawfully be excluded or limited. To the extent permitted by applicable package-travel law, compensation for damage caused by lack of conformity with the contract may be limited to three times the total price, except for personal injury, including death, and damage caused intentionally or through negligence. Where international conventions limit the extent of, or the conditions under which, compensation is payable by a provider carrying out a travel service that is part of the package – for example the Montreal Convention for carriage by air, the Athens Convention for carriage by sea, or the COTIF/CIV rules for carriage by rail – the same limits apply to Helia's liability.

Helia processes personal data in accordance with the EU General Data Protection Regulation (GDPR), Slovenian data-protection law and its Privacy Policy (available on request and on our websites). Personal data is used to administer the booking and provide the services, and is retained only as long as necessary or as required by law. Travellers may exercise their rights of access, rectification, erasure, restriction, objection and data portability by contacting info@helia.si, and may lodge a complaint with the Information Commissioner of the Republic of Slovenia. Helia may use photographs or videos in which a traveller is identifiable for marketing only where it has the consent or other lawful basis required by law; travellers may decline such use where the law gives that right, without affecting their participation.

Severability. If any provision of these terms is found invalid or unenforceable, the remaining provisions continue in full force, and the invalid provision is replaced by a valid one that most closely reflects its intended purpose.

Entire agreement and amendments. The contract (as defined in section 2) is the entire agreement between the parties for the booked services. Any amendment must be confirmed by Helia in writing. Helia’s failure to enforce a provision is not a waiver of it.

Language. These terms may be made available in several languages. The English version is the reference version and prevails in the event of any discrepancy between language versions, except where mandatory law requires otherwise.

Assignment. Helia may assign or transfer its rights and obligations under the contract to a successor, for example on a reorganisation or transfer of its business, provided this does not reduce the traveller’s rights under the contract or under mandatory law.

Notices. Written notices to Helia should be sent to info@helia.si. Helia will communicate with the traveller using the contact details provided at booking.

These terms and the contract are governed by the laws of Slovenia, except to the extent that mandatory consumer-protection rules of another applicable jurisdiction override that choice. Nothing in these terms deprives a consumer of mandatory rights under applicable consumer law, including any right to bring proceedings before a court that mandatory law makes available.

In accordance with the Slovenian Out-of-Court Settlement of Consumer Disputes Act, Helia does not recognise any out-of-court consumer dispute-resolution provider as competent to resolve consumer disputes. This does not limit any right a traveller may have to contact the competent authorities, the European Consumer Centre Slovenia, or a competent court.

Helia holds insolvency protection for the refund of payments made by or on behalf of the traveller if the contracted travel services are not performed due to Helia’s insolvency and, where transport is included in the package, for repatriation where required by law.

The current details of this protection – the guarantor, certificate (guarantee) number, period of validity and assistance contact – are provided in the standard information form and/or other pre-contract information given to the traveller before the contract is concluded, and are available on request. If services are denied because of Helia's insolvency, travellers may contact the guarantor or the assistance centre using those details.

If a product-specific appendix applies to the booked trip, it forms part of the contract. If there is a conflict between these general terms and the relevant appendix, the appendix prevails for that specific product only.

This is a summary of the standard rights required under EU Directive 2015/2302 and Slovenian law; your full rights are set out in these terms and in mandatory law. Before booking you will receive all essential information (services, total price, payment, cancellation rights, passport/visa requirements, complaint handling and organiser identity). Helia is responsible for the proper performance of the package as a whole and must assist you if you are in difficulty. You may transfer the booking to another person on reasonable notice and cost. Prices may rise only for limited reasons and not later than 20 days before start; an increase over 8% lets you terminate without fee. If an essential element changes significantly, or Helia cancels, you may terminate without fee and receive a refund. If services are not properly performed, you may be entitled to a remedy, price reduction and/or compensation. Helia holds insolvency protection (section 18); use the guarantor or assistance contact details provided in the standard information form and/or other pre-contract information if services are denied due to insolvency.

For bike-and-boat products, routes, ports, moorings, embarkation times, cabins, daily stages and onboard schedules may change due to weather, water levels, lock or canal operations, harbour restrictions, safety directions, vessel traffic or technical reasons. Helia may substitute a vessel, cabin, route section, accommodation, transfer or daily stage with a reasonably comparable alternative. The ship’s master and crew may issue binding safety and navigation instructions, which travellers must follow. Bike-and-boat products may be subject to different payment, amendment and cancellation terms. Such terms apply only if clearly stated in the quotation, programme, invoice, booking confirmation, supplier terms or product-specific terms.

Custom quotations are prepared for the named travellers, dates and service scope stated. Before confirmation, supplier prices, availability, taxes, fees or exchange inputs may change. After confirmation, later changes requested by the traveller are subject to availability and may incur actual supplier costs plus the amendment fee in these terms or the quotation.

Custom-planning fee. A custom-planning fee of EUR 250 applies to detailed tailor-made requests, covering route design, accommodation checks, logistics planning and a refined proposal. It applies only where expressly stated in the quotation, invoice or booking confirmation. If the tour is booked, the fee is deducted from the final tour price. If the tour is not booked, the fee is non-refundable once itinerary design has commenced, except where mandatory law requires reimbursement. Where a custom quotation includes supplier-specific terms, those terms prevail over the general terms for that supplier service only.

Where a minimum number of participants applies, it will be stated in the programme, quotation or booking confirmation. Group tours run on the published timetable. Travellers who join late, leave early or miss included services through personal choice, delay or non-compliance are not entitled to replacement services or refunds for unused elements. The tour leader or guide may give reasonable instructions for safety, timing, logistics and group cohesion, which travellers must follow.

Participation requires suitable fitness, clothing, footwear and any mandatory equipment stated in the programme or pre-departure information. For such products, the traveller may be required to sign a participant risk acknowledgement and safety declaration before participation. Helia or the guide may refuse or limit participation where a traveller is medically unfit, inadequately equipped, unsafe, intoxicated or otherwise unsuitable. Guide decisions on route, turnaround times, weather-related changes, pace, technical safety measures and continued participation are final where made for safety reasons. Programmes may be changed, shortened, postponed or cancelled due to weather, mountain conditions, avalanche or objective hazards, official restrictions or other legitimate safety concerns. If a traveller is excluded for safety reasons arising from their own fitness, equipment, conduct or non-compliance, no refund is due for unused services except to the extent recovery from suppliers is possible.

HELIA, turistična agencija, d.o.o. · Effective 3 August 2026