RESPONSIBLE TRAVEL DURING THE CORONAVIRUS CRISIS »
24 hr customer service
(+372) 6 266 266

Terms and Conditions of Use

1. General Provisions

1.1. The online store and sales environment (hereinafter the website) of the single travel services of
the service providesr such as passenger carriage, accommodation, insurance, rental and other travel services (hereinafter travel services) has been made available at http://www.estravel.ee by AS Estravel (registry code 10325720, VAT no. EE100141652, address: Suur-Karja 15, Tallinn, Estonia).

1.2. The Website makes these services available as individual travel services, which means that only one type of travel services can be purchased during the Website’s one-time visit, such as a purchase of an airline ticket or a hotel accommodation. The travel services made available through the Website are not part of the package and are not related to travel arrangements within the meaning of the Tourism Act and therefore are not subject to the obligation of the travel agent’s guarantee.

1.3. By accepting the terms of use of the website and purchase of a travel service, the customer confirms that they consent to the terms of use of the website as well as the terms of provision of the travel service by airlines, accommodation providers, insurers and other travel service providers (hereinafter also service providers) as well as to other information made available to the customer.

1.4. If a provision set out in the terms of use of the website proves invalid due to its conflict with law, the provision will not result in the invalidity of the remaining provisions. In the event of a conflict between the terms of use of the website and the terms of the service providers, the latter apply.

1.5. Estravel provides single travel services on behalf of the service providers. Estravel is not liable for damage that may arise in connection with using the website or related applications or damage suffered due to the unavailability and/or non-compliance of the travel service.

1.6. A person who is at least 18 years of age and has active legal capacity can make transactions in the website. The person whose bank account or credit card has been used for making a payment is liable for any bookings made and orders placed by a non-compliant person.

1.7. By entering data in the website, a Client consents to the sending of their own personal data and other data required for the provision of the service as well as that of other persons whom they provide with travel services to service providers and third parties, provided that it is related to the conclusion and/or performance of the customer’s contract.

2. Availability of website

2.1. The service provided by Estravel Website gives Clients access to a portal which allows the Clients
to make queries about the single travel services of the service providers, to check their availability
and to book travel services, pay for travel services and receive order confirmations in return.

2.2. Service providers provide travel services and information via the website pursuant to the “as is” and “as possible” principle. The user can access the website and use it at their own full liability.

2.3. The website constitutes the offering of an opportunity for purchasing travel services without any advice or assistance by Estravel, which is suitable for a user who possesses the respective knowledge and experience. Persons who do not have the respective experience should contact Estravel travel consultant if they would like to buy travel services.

2.4. By making travel services available via the website, Estravel does not assume any liability for the provision of the travel services of the service providers or for the quality or compliance of their travel services with the pre-contractual information given and sales promises made by the service provider. Estravel will forward Clients’ complaints to the service providers.

3. Using of website

3.1. The customer must make travel service enquiries, bookings, payments and take other steps in accordance with these terms of use and the instructions of use displayed in the website. Upon taking each step and insertion of data, the customer agrees to carefully verify the details of an order given by the customer and assume liability for the correctness of the data given in the order, thereby bearing the risk of possible damage arising from their mistake. Before booking a travel service or placing an order regarding a travel service, the data inserted by the customer will be displayed for the purpose of identification and elimination of errors of insertion.

3.2. Any bookings of the travel services of any Service Providers made by the Client during the Website’s single visit with the payment made for the booked services constitute the Client’s proposal to buy the chosen travel service from the service provider. The Client’s proposal is preserved in the website electronically for fourteen (14) days and sent to the e-mail address given by the customer if the customer so requests. If the service provider accepts the customer’s offer, Estravel will send the acceptance to the customer’s e-mail address. As of the moment of receipt of the service provider’s acceptance of the customer’s offer, the contract will be deemed as concluded between the customer and the service provider regarding the respective travel service.

3.3. If the service provider does not consent to the customer’s proposal, the contract will not be concluded. Estravel will inform the customer thereof and refund the sum paid by the customer.

3.4. Estravel has the right not to execute the customer’s order if the customer has not adhered to the terms of use or the instructions of the website, not paid the fee or if the customer’s credit card lacks the required funds.

3.5. Order confirmations and other required information will be sent to the e-mail address inserted by the customer. If the customer has not received an order confirmation within three hours (in the event of urgent orders, within one hour) after paying for travel services, the customer must immediately inform Estravel thereof. The customer must also inform Estravel about other errors, controversies or disturbances that impede the use of the website.

3.6. Upon receipt of an order confirmation, the customer must immediately verify the customer’s first name and surname, itinerary, dates and other important details and their compliance with the travel service booking and inserted data. It is important to verify that the name indicated in the booking and in the order confirmation coincides with the name given in the customer’s travel document. Upon issuing documents, the website will eliminate technical issues caused by the website or the service provider. Later elimination, amendment or cancellation of defects is not possible or is possible for an additional fee.

3.7. The Client who purchases the travel service (e.g. a flight ticket or accommodation service or
travel insurance) to another person (Representative) must, after receiving the confirmation,
immediately verify the accuracy of name(s), itinerary, the dates of the travel services and any other
relevant data. The names must be written as in the passport or ID card. In case of any mistakes on the confirmation, Estravel has to be informed immediately by the representative.

3.8. The representative is obliged to forward all data and documents related to the travel service to
the persons to whom he/she has purchased the travel service and the relevant data and documents
concerning the persons concerned to Estravel, respectively. The notification obligation is considered
fulfilled by Estravel if it has forwarded the information concerning travel services to the Representative and does not have to be delivered to each passenger/customer separately.

3.9. The Client and/or the Representative shall be responsible to Estravel for the correctness of the
data provided by him, such as travelling time, passenger names, date of birth, other personal data
and special needs of passengers. The representative is obliged to verify that Estravel has all the
passenger contact information (mobile phone number and e-mail address).

3.10. Upon using the website, the Client must:
3.10.1. ensure the correctness of the entire information given by the Client upon using the website;
3.10.2. not provide illegal or otherwise prohibited information via the website;
3.10.3. not use the website for taking speculative or wrong steps or committing fraud;
3.10.4. not send via the website any files that contain viruses and other computer programs or files that disturb, harm or otherwise disrupt the use of the website and that, as a result of using the website, may be saved in the computers of other customers and/or disturb, harm or otherwise disrupt the functioning of computers;
3.10.5. not change, copy, send, sell, reproduce or in any other prohibited manner use the website or the contents thereof.

4. Information displayed in website

4.1. General travel information on passports, visas, vaccination requirements, etc. displayed in the website fulfils, above all, the general need for information and may, at any time, change regardless of the website. The customer agrees to personally verify the relevance of the information by contacting the service provider, the Ministry of Foreign Affairs, embassy, tourist information point or other agencies and by bearing the risk of understanding and following the established requirements. Citizens of the Republic of Estonia receive further information on the website of the Ministry of Foreign Affairs at http://www.vm.ee. Vaccination and health protection requirements and risk areas of infectious diseases can be accessed on the website ta.vaktsineeri.ee. Citizens of other states may be subject to different requirements. To learn about these, the citizen of each state needs to contact their respective agencies.

4.2. Service providers assume that the customer or the person using a travel service (incl. children) have the required travel documents (passport, identity document, visa, vaccination certificate) to enter the country of destination as well as all other transit countries. One must take into account that permitting or not permitting a person to enter a country is within the exclusive competence of the particular country even if the person has all the required travel documents.

4.3. The website will make every effort to keep the information displayed in the website about the sales terms of the service providers (including, but not limited to, descriptions and dates) without errors or defects. The website ensures that the information is displayed in the manner communicated to the website by the service provider, but does not guarantee the correctness of the information. The website makes every effort to eliminate any errors or defects immediately after detecting them.

4.4. Since the occurrence of errors in the website cannot be fully precluded, the service providers and Estravel reserve the right to double-check all the bookings and purchases made. In the event of an error Estravel has the right to cancel the confirmed order and/or not issue an order confirmation. In such an event, Estravel will contact the customer in order to buy a new travel service or return the fee paid by the customer.

5. Sales terms of service provider

5.1. The purchase of a travel service of a service provider is, in addition to the terms of use of the website, also subject to the sales terms of the service provider, including, for instance, the website terms of sale of flight tickets, the website terms of accommodation service, the Privacy Notice etc. The sales terms of a service provider may contain provisions concerning payment terms, liability, cancellation and amendment of bookings/contract, payment of compensation and restrictions.

5.2. The Terms and Conditions of Sale of the Service Providers and the Privacy Notice are available here:
5.2.1. /en/sales-conditions;
5.2.2. /en/hotel-sales-conditions;
5.2.3. Estravel’s Privacy Notice.

5.3. The Client must personally check and follow the terms established by the service provider. If the terms of the service provider are not followed, the order may be cancelled, the customer may have to bear additional unforeseeable expenses to continue the trip, etc.

5.4. If the sales terms of the service provider allow the customer to cancel the booked or purchased travel service, the customer must, in the event of exercising such right, inform the service provider in accordance with the requirements established by the latter. The service provider may also be informed via the website, unless it is in conflict with the requirements established by the respective service provider.

6. Travel insurance

6.1. We ask the customer to conclude a travel insurance contract for a travel service purchased by the customer. Travel insurance ensures the provision of assistance and an indemnity on the terms established by the insurer in the event of, for instance, a sudden interruption or cancellation of a trip, loss of luggage, the customer’s health disorders and/or an accident.

6.2. Estravel advises getting the travel disruption cover, which usually compensates for additional expenses relating to the cancellation or belatedness of a trip.

6.3.We recommend purchasing additional travel interruption insurance in order to alleviate risks that are beyond the control of the passenger, such as strikes, bankruptcy, accidents, illness, cancellation of the public event serving as the purpose of the trip, technical failures, complicated meteorological conditions and natural disasters. If required, such insurance should be purchased with additional cover that is also charged separately. The insurance should be purchased immediately after purchasing the flight ticket (generally within 48 hours).

7. Terms of payment and website service fees

7.1. If the customer books a travel service via the website, the customer must pay the total price of
the travel service. By paying for the travel service, the Client and/or the Representative shall confirm
the correctness of the information provided to or submitted by Estravel. Also the Client warrants and represents that they have accessed all the terms and conditions and rules made available by Estravel
and service providers and accept them.

7.2. The customer will pay the travel service price and other sums payable via the Internet bank or by credit card to Estravel. In the event of payment via the Internet bank, the payment will be deemed as made upon accrual of the sum to Estravel’s bank account. In the event of a card payment, the payment will be deemed as made as of the receipt of a payment confirmation by Estravel. Immediately after making a transfer or card payment, the customer must click on the button ‘Back to seller’ for the purpose of the immediate registration of the payment. If the customer fails to click on the button ‘Back to seller’ or if the Internet connection is lost, the accrual of the payment will be registered on the next banking day.

7.3. The website of the service providers will not be required to give the customer any confirmations, vouchers or other documents before the total price for the booked travel service has been received. At the same time the customer remains liable for payment of the price of the booked travel service also if the customer has received an order confirmation before payment of the total price of the travel service.

7.4. The steps for which a service fee needs to be paid, as well as the amount of the service fee, have been specified in the price list of the services of the website, which can be accessed via the following link: website service fees. The size of the service fee relating to a step and the manner of payment thereof will be displayed in a separate line in the website also before taking a respective step or booking. The cancellation of a booking, failure to purchase or partially or fully use a travel service of a service provider does not serve as a basis for refunding the service fee.

8. Filing of complaints and Client’s right of withdrawal

8.1. Please note that Estravel cannot process complaints concerning the quality of services rendered by service providers, e.g. service in airports, on-board service, luggage handling, service in a hotel, acts of a security company or representatives of state authorities. In such events we can merely make recommendations along with the contact details of the person whom to address with such feedback. The direct communication with a service provider in the interests of the customer is possible only by special agreement and in the event of payment of the consultation fee specified in the price list based on the actual time spent. In no event can we guarantee the attainment of a solution suitable for the customer or the receipt of a reply from the service provider for any specific deadline.

8.2. If the customer finds that a travel service does not meet the terms established by the service provider, the service provider must be informed thereof immediately and directly. If no solution is found, a written complaint on the case must be filed as soon as possible, but not later than within seven (7) days after the termination of provision of the travel service and not later than within fourteen (14) days after learning of the event. A written complaint must be filed against the service provider and sent either directly to the mail or e-mail address of the service provider or to Estravel’s mail or e-mail address. Evidence of the non-compliance of the travel service and documents of additional expenses and damage caused must be added to the complaint. A complaint not filed within the prescribed term is deemed as expired.

8.3. In accordance with the Law of Obligations Act, it is not permitted for clients and consumers to
withdraw from contracts entered into for the provision of transport services for passengers since the
provision of the service by a certain date or within a certain term has been determined in the contract
or the entry into a contract means the reservation of certain resources for which it is difficult to find a
new user upon withdrawal. Clients and consumers must take into account the fact that, upon purchasing a plane ticket, there is no right to annul and/or return the plane ticket without charge within 14 days regardless of the reasons therefor.

9. Confidentiality

9.1. Estravel will not disclose the personal data of the Client, which have been learned by it in the course of use of the Website by the Customer, unless the disclosure takes place with the Customer’s consent or the duty or right to disclose the data arises from legislation or the Terms of Use. The processing of personal data is carried out in accordance to Estravel privacy notice.

9.2. Upon booking and buying a flight ticket, the air carrier sends the Customer’s booking information, in accordance with the State Borders Act, to the Police and Border Guard Board for processing for the purpose of performance of duties aimed at processing, detecting and preventing terrorist crimes and other serious crimes. Booking information will be preserved for a period of five years, personified data will be preserved for two years as of the receipt of the data.

9.3. Booking information means information on the air passenger and travel, which the air carrier collects from the Customer to make a booking. Booking information includes, above all, information on the booking and the related steps, personal data of the passenger and persons travelling with the passenger, the overall flight data, the contact details of the passenger and data concerning payment for the booking.

9.4. Persons have all the statutory rights in connection with transfer of booking information.

10. Personal data protection strategy and protection

10.1. Estravel’s data protection strategy refers to the commitment of the Authorized Processor to treat the personal data of employees, customers, stakeholders and other interested parties with extreme diligence and to rely on existing data protection standards to process their data. Through this policy, we ensure that we collect, store and process data fairly, transparently and respecting the individual rights of individuals.

10.2. On a daily basis, Estravel monitors that the activities are appropriate, constantly upgraded both legally, with the awareness of the workforce and technically, by monitoring the conformity of the hardware and software with technical progress.

10.3. Estravel is committed to ensuring that data subjects control their data processing as much as possible and establishes a user-friendly regulation for the data subject.

10.4. The strategy is specified in the Privacy Statement, which is available here: https://www.estravel.ee/en/privacy-notice/.

11. Use of website and contents thereof for a purpose other than intended purpose

11.1. The use of the website for a purpose other than the intended purpose and the copying, reproduction, alteration and disclosure of the data obtained (incl. the contents of the page) for any other purpose without the written consent of Estravel is prohibited.

11.2. Any act that may result in overburdening the website or disturbances in its operation are prohibited and deemed an unlawful attack to be communicated to law enforcement authorities. In the event of such violations, Estravel will unilaterally terminate the provision of the customer with any service.

12. Final provisions

12.1. Estravel has the right to unilaterally and without advance notification amend the terms of use. Amendments and modifications of the terms of use will enter into force as of the date of their publication in the website, unless otherwise provided for in the amendments and modifications.

12.2. The legal relationship between the customer and the website is subject to the legislation of the Republic of Estonia and judicial disputes will be resolved in the Harju Court of First Instance. Any disputes will be resolved by way of negotiations. Failing agreement, disputes related to Consumers will be resolved by the Consumer Complaints Committee at the address Endla 10A, 10130 Tallinn. Additional information about solving consumer disputes is available at https://komisjon.ee/et

12.3. According to the Regulations (EU) No 524/2013 of the European Parliament and of the Council all cross-border online transaction disputes should be resolved online at http://ec.europa.eu/consumers/odr/.

12.4. When applying the law of the Republic of Estonia, the client has the right to rely on the legal
remedies provided for in the Law of Obligations Act (demand fulfillment of an obligation, refuse to fulfill its obligation owed, demand compensation for damage, withdraw from or cancel the contract, reduce the price, claim default interest in the event of delay in the performance of a financial obligation).

12.5. The legal relationship between the customer and the service provider is subject to the legislation of the state designated by the service provider and, in the event of provision of an international travel service, also the provisions of international law.

Read also the Terms and Condition of Sale of Airline Tickets and  Terms and Conditions of Sale of Accommodation Services and Estravel’s Privacy Notice.

Estravel’s contact persons in matters relating to use of the website:

Estravel AS, Suur-Karja 15, Tallinn 10140, online@estravel.ee, phone +372 6266 309

Contact details of airline companies can be found here: http://www.iata.org/about/members/Pages/airline-list.aspx