Contract between User and SmartTours.ro/en

Contract between user (User, you) and SC Smart Tours SRL (SmartTours.ro/en, us).

Please read these terms and conditions carefully (Terms & Conditions) before using the www.smarttours.ro/en (Site) website.


The site is offered by SC SMART TOURS SRL, based in 31 13 Decembrie Street, Brasov, Tel: 0268.417.866 / 0268.418.577, Email: contact@smarttours.ro . Please note that all correspondence regarding Customer Service will have to be sent to this address.

Acceptance of Terms and Conditions

By using this Site or by ordering tourist services through the call center, you fully agree to these Terms & Conditions, without any other restrictions. If you do not agree to one of the points described, you may not use this Site in any way.

SmartTours.ro/en Services

SmartTours.ro/en provides you with an automatic system that allows you to search and check availability for different tourist services and allows you to make the desired reservation. Reservations and sales of air tickets are subject to the General Conditions of Booking and Sale of Air Tickets (plus the provisions of this Agreement). For tourist packages, the rates on the site are informative and can be changed at any time. Booking requests made on the site do not guarantee you the blocking of places and rates. After making the request on the site, an agent SmartTours.ro/en will confirm the tariff by email or phone.

You can choose from a multitude of services available on the Site, with the possibility to make reservations of flights, car rentals, travel medical insurance or hotels directly from the Site (in real time). SmartTours.ro acts as an agent for third-party suppliers such as: airlines, hotels, car rental companies, others (Tourist Service Providers). SmartTours.ro assumes no responsibility for the tourist products and services offered by the Tourist Service Providers and does not in any way guarantee (either explicitly or implicitly) the accuracy or quality of the products and services reflected on this Site.

Information published on the Site

SmartTours.ro/en provides general information through the Site for advisory purposes. Please note that the information published on the Site may be changed at any time. SmartTours.ro/en does not guarantee that the information on the Site (including, but not limited to, tariffs, descriptions or data) may not have errors or shortcomings, but we will make every effort to correct (correctable) errors as soon as we are made aware.




Conditions of Tourist Service Providers

Any booking or booking request made on the Site or by call center will be considered your intention. to purchase a particular tourist product or service from SmartTours.ro/en. If your request is not valid, you may not be required to submit will be accepted, you will receive a confirmation email from SmartTours.ro/en and this contract will enter into force. Effective issuance of air tickets, making date changes of air tickets, cancellations of air tickets or vouchers, issuing vouchers for hotels, car rentals, travel insurance, telephone support insurance and any other actions requiring human intervention will be done during working hours SmartTours.ro/en. All tourist services published on the Site are subject to the availability of Tourist Service Providers.

The Terms and Conditions of the Tourist Service Provider (including the passenger transport rules imposed by the airlines, the times of entry/exit from the hotel, the conditions for cancellation/modification of tourist services) will apply in addition to the Terms and Conditions of this Site. At the time of your browsing. In the Site, you will be able to notice references to different conditions applicable to special offers. Please read these terms carefully, but please contact SmartTours.ro/en for full details. You are directly responsible for complying with the conditions imposed by the Tourist Services Provider regarding boarding times, reconfirmation of flights or any other rules.

Please note that the minimum boarding time (before departure) recommended by airlines is 120 min. for flights in Europe, 180 min. for flights outside Europe, respectively 90 min. for flights in Romania. Some airlines want you to reconfirm your flight at least 72 hours before departure. Failure to comply with this rule may result in your reservation cancelled. flight.

Flight ticket conditions

Booking of air tickets

Flight tickets can be booked online, directly on the SmartTours.ro website or through the Call Center. Any booking made on the website or by telephone by call center is subject to the acceptance of these terms and conditions and special conditions imposed by the airlines and which are presented to you in the email confirming the reservation or by telephone, by the consultants SmartTours.ro/en. For certain flights (low cost, airline and low cost combinations, other flight combinations), reservations cannot be confirmed on the website, so your request will consist of a booking request that will be processed later by the consultants SmartTours.ro/en. They will inform you of the availability of seats and the ticket prices that can be confirmed.

In order to issue air tickets, it is necessary to pay for them. SmartTours.ro/en offers a multitude of payment methods, depending on the conditions imposed by each company. At the time of booking, you will be informed of the payment terms provided by the airlines. For line bookings, most line companies require that ticket payment be made within 24 to 48 hours, during which time SmartTours.ro/en guarantees the availability of seats and fares. This information will be available on the booking confirmation page and email.

If payment is not made within the specified range, the airline reserves the right to cancel tickets automatically. For low cost tickets, reservations cannot be made without payment being recorded in SmartTours.ro accounts, therefore SmartTours.ro does not guarantee you the reservation of seats and rates communicated at the time of booking request. These will only be guaranteed after payment is made and tickets are issued. Caution: between the time of making booking requests on the website or by telephone and the time of payment of air tickets and the view of the payment in the account of the SmartTours.ro/en by its employees, changes in rates may occur or seats may no longer be available.

In these situations, SmartTours.ro/en will notify the passengers and communicate the next fare or propose new flight variants that meet their needs.


Cancellations / Modifications

If you wish to cancel or modify the reserved or purchased service (and the Tourist Service Provider allows this), it is your responsibility to inform SmartTours.ro in writing or by telephone about your intentions. In certain cases, it is possible you cannot cancel / modify certain tourist services or you will have to comply with certain requirements for these actions. SmartTours.ro/en or the Tourist Service Provider accepts all forms of written requests. SmartTours.ro/en or the Tourist Service Provider cannot cancel / modify the tourist service before receiving your firm request.

You can cancel your reservation. through the Site in accordance with the terms and conditions of the Tourist Service Provider. In the event of a change in a reservation (including, but not limited to, cancellations, refunds, changes of names), SmartTours.ro/en reserves the right to apply certain fees to cover the administrative costs that may result from this action. These fees differ from the fees imposed directly by the Tourist Service Provider. In case of force majeure and beyond, the airline may cancel or delay the flight, as well as cancel the reservation without notifying the Passenger in advance, following that the money is returned to the passenger or new flight options are offered. In all these cases, the passenger will either be informed directly by the airline or by the SmartTours.ro representatives.


Each airline has its own baggage rules. This information is presented to you on the website, during the booking process or by SmartTours.ro consultants, by telephone. For some airlines, hand luggage and/or hold is included in the fare communicated on the website. For low cost companies and some airline companies, baggage is charged separately from ticket prices and this information will be provided during the booking process. Baggage may be purchased at the time of booking or after the issuance of air tickets, but not later than check-in. Each airline has different dimensions (no kilograms or length/width/height) for hand or hold luggage. If you do not fit into these dimensions, the airline has the right to charge you extra.


Check-in at the airport can be done for both airline and low cost companies, but for low cost there is an additional fee. To avoid paying an additional fee, SmartTours.ro recommend you check in online. Information about checking in online will be communicated to you by SmartTours.ro/wn agents at the time of booking.



Tourist package conditions and city break deals

City-break tourist deals

Whether it’s a weekend vacation or an extended weekend, SmartTours.ro/en offers its clients a very convenient way to personalize their vacation. As a rule, a city break offer offered by SmartTours.ro/en consists of the following tourist services: transport (preferred plane), accommodation with breakfast, medical insurance. The offer is varied for any destination requested by the customer.

For marketing purposes and to reduce the separate search time of tourist services included in a city break, SmartTours.ro/en offers its customers the opportunity to view these services presented in a single offer package. The services included in a city break can be purchased separately, being the same services presented in the offer on the site or customers can request a personalized offer and in this case, the tourist services may be different from those promoted on the site.

Tour operator tourist offers

SmartTours.ro/en offers its clients for resale tour operator services (charters, tours, cruises or any other service promoted by partner tour operators).

General terms and conditions of city break and tour operator offers

The terms and conditions of the reservation differ according to each tourist product included in the city break offer and these depend on the rules imposed by the tourism service provider partners with whom SmartTours.ro/en collaborates. We mention that reservations will be made according to their availability to the partners SmartTours.ro/en and according to the company’s terms and conditions, mentioned on the website SmartTours.ro or by the operators SmartTours.ro/en for each service chosen individually.

SmartTours.ro/en assumes no responsibility for the tourist products and services offered by the Tourist Service Providers (such as: airlines, hotels, car rental companies, others) and does not in any way guarantee (either explicitly or implicitly) the accuracy or quality of the products and services reflected on this Site. Any booking made online or offline (telephone, email or directly in the SmartTours.ro/en agency) implies acceptance of the terms and conditions SmartTours.ro/en and the rules stipulated in the contract with the tourist (for tour-operator offers).

Hotel booking conditions

For most hotels, the normal check-in time is 14:00 and check-out is until 11:00. Attention! These hours may differ from hotel to hotel. Please check this information on the SmartTours.ro website or consult SmartTours.ro agents If you arrive at the hotel after the check-in time indicated above, your rooms are retained until 18:00 (local time) from the date of arrival.

If you arrive at the hotel after this time, please specify in the reservation (if there is an observation field) or let us know of this possibility, specifying the estimated arrival time. If the hotel is not notified of this, it has the right to resell the rooms.


Room legend:

  1. Single room – contains only one bed for one person;
  2. Double room – contains a double bed for 2 people;
  3. Twin room – contains 2 single beds;
  4. Double/twin single room – contains a double bed for one person;
  5. Triple room – contains 3 single beds or a double bed for 2 people and an extra bed for 1 person;
  6. Quadruple room – contains either 2 double beds, each for 2 persons, or 4 separate beds of 1 person, or 1 double bed for 2 persons and 2 extra beds for 1 person;
  7. Twin/double room plus child – contains either 2 separate beds or a double bed plus 1 extra bed for the child, depending on the age indicated in the reservation. In some cases, depending on age, the child shares the same bed with the parents. If you want explicit bed for the child, we suggest that you do the search only for adults, considering the adult child.

Children up to 2 years old are considered famous and to obtain a baby cot for them, a confirmation from the hotel is required. Please specify if you want baby-cot in the booking observation field (if it exists) or let us know by email, immediately after booking is completed.

The allocation of rooms to tourists is made by the accommodation (except in cases where a particular room is booked and paid for in advance).

If it is not possible to honour the reservation (for well-founded reasons), the accommodation is obliged to offer you accommodation in another hotel unit, of the same or higher category. In this case, the tourist is obliged to accept one of the alternatives.

In the case of special events (tariffs, exhibitions, congresses, sporting, religious or political events, Holidays over the year, etc.) reservations can have special terms and conditions (minimum number of nights, higher rates, cancellation or modification policy of special reservation, payment terms, etc.). Payment of reservations must be made in accordance with the terms and conditions specified at the time of booking. Failure to do so shall result in the cancellation of the reservation.

Conditions for cancellation and modification of the reservation:

Depending on the cancellation policy of the reservation, the cancellation can be made directly by the tourist using the link under the heading “Policy of cancellation and modification” in the email confirming the reservation or the request for cancellation must be made in writing, to SmartTours.ro/en.The written request must be made by the reservation holder, from Monday to Friday between 9 a.m. and 6 p.m. , by email, fax or post.

The cancellation policy applied to each reservation depends on the type of service, the tourist service provider, the date of travel or other factors indicated by the Tourist Service Provider. The cancellation policy will be specified at the time of booking, on the booking details page, on the confirmation page and in the booking confirmation email. Caution: please read the terms and conditions of cancellation carefully before confirming your reservation. If you do not agree to the cancellation policy, the reservation cannot be confirmed.

Collecting reviews

SmartTours.ro/en can collect reviews (reviews about hotels, destinations, services offered by SmartTours.ro/en and its partners) from its clients after they have returned from vacation. Clients agree to publish the reviews on the site or to be used offline by the consultants SmartTours.ro/en to recommend hotels/destinations, to publish the names of the people who offered the review and their date. Reviews can be collected online, in the collection system reviews available on the website SmartTours.ro/en or offline (by email or phone) by consultants SmartTours.ro/en.

SmartTours.ro/en reserves the right to refuse certain reviews, especially those with vulgar language. Before publishing reviews on the site, SmartTours.ro/en reserves the right to edit grammatical errors and expression, without changing the meaning of words. Customer reviews become the property of SmartTours.ro/en and cannot be published on other sites.

Other general terms and conditions applied to SmartTours.ro services

Product Return Policy

According to OG 34/2014 , SmartTours.ro/en does not have a product return policy.

Warranty/service conditions

Before launching the order, the customer must agree to the “Terms and Conditions” SmartTours.ro/en. There are differences between the types of services offered, namely air tickets, hotels, city-breaks, travel medical insurance, the reservation cannot be made until the end if the customer does not check the box related to the acceptance of “Terms and Conditions”. According to OG 34/2014, the warranty/service conditions do not apply to services reserved on the www.smarttours.ro/en.


The problem that occurred during the tourist’s stay must be communicated urgently to the SmartTours.ro/en in order to be able to solve SmartTours.ro it in a timely manner. All complaints/complaints will be investigated and an answer will be provided immediately after full analysis of the situation presented. In order to resolve any problems as quickly, efficiently and amicably as possible, please send your messages to info@SmartTours.ro.

Visas and vaccines

Visas are not included in the displayed rates. Tourists are responsible for getting them in a timely manner. Tourists must also ensure that travel documents (passport or identity card) are valid for at least 6 months from the date of leaving Romania.Vaccines mandatory for certain destinations also fall under the responsibility of the tourist.



No payment methods are accepted other than those presented on the Site and we assume no responsibility for the amounts of money sent by courier. Depending on the terms and conditions imposed by the hotels, at the time of booking you may be required to pay in full or part of the booked service and payment will be made to the account of the SmartTours.ro/en, hotel or its representative. In some cases, the details of your book will be updated. can be transferred to the Tourist Service Provider. The supplier, in question, will take over the payments for your bookings. Payments for hotels are made in accordance with the above paragraph.

SmartTours.ro/en or The Tourist Service Provider undertakes no obligation to issue tickets, vouchers or other travel documents in case of non-payment of the services ordered in full. In any case, you are responsible for paying the amounts related to the tourist services ordered. Payment can be made with the main credit cards recognized and presented in detail on the Site (in its basement). SmartTours.ro/en or The Tourist Service Provider reserves the right to charge any additional fees (or commissions) that may appear at the time of booking through credit cards. In this case you will be informed of the applicable fees. SmartTours.ro/en reserves the right to transfer the costs generated by the charge back penalties.

If your reservation is paid for with another person’s credit card, we reserve the right to request written authorization from that person. If the issuer of your credit card requests it, SmartTours.ro/en or the Tourist Service Provider reserves the right to send tickets, vouchers or other travel documents to your address declared at the time of issuing the credit card. The erroneous information about this address may be reflected in the cancellation of the reservation, the delay of the delivery of the travel documents and may determine the increase of the confirmed fare.

Please make sure that the details of your address are available. match the ones on your statement. account. In addition, to minimize the effects of trying to defraud your book. before issuing travel documents, we reserve the right to carry out random checks, to request proof of your address. and a copy of the credit card, as well as a recent statement of account. All rates and fees may fluctuate due to exchange rate changes. For more details on payments please visit the FAQ area.

Payment methods

Travel documents related to the reservation (air ticket, travel voucher or invoice) can be sent by electronic mail, to the address entered at the time of the booking initiation, by post (at the address specified at the time of booking) or can be picked up directly from our premises. Our consultants can always give you detailed information if necessary.

Using the Site

SC SMART TOURS SRL is not responsible for the User’s ability to access or use the Site or for the failures generated by the deficiency of these skills. SmartTours.ro/en does not guarantee that the Site cannot be affected by viruses or other actions that may cause malfunctions or other losses.




User obligations

You agree to comply with the following obligations including (without limitation):

  1. financial responsibility for all transactions made in your account or name.
  2. you are over 18 years of age and the legal capacity to initiate legal actions
  3. guarantee the veracity of the data provided about you. or your family members.
  4. non-use of the Site for speculative purposes, the generation of false or fraudulent bookings.
  5. prohibition of the transmission of political, pornographic, racist or other material contrary to the law
  6. Obligation not to alter, copy, transmit, distribute, sell, display, license or reproduce the content of the Site except for the personal and non-commercial use of a single copy of the information contained in the Site
  7. ro does not provide any guarantee son of travel documents (passports, visas, vaccines required, etc.), nor that the information on the Site is updated. As a result, it is the User’s responsibility to ensure that he or she will travel in accordance with the measures applicable to these travel documents.


You can subscribe to the SmartTours.ro/en newsletter, which will be sent to your email address. e-mail and will include news and special offers as well as other information.

Prohibition of access to the Site

SmartTours.ro /en reserves the right to deny you access to the Site at any time without prior notice.

Responsibility SC SMART TOURS SRL

SmartTours.ro/en is not responsible for indirect losses resulting from the provisions of this contract, from the misuse of the Site or tourist services reserved and purchased from the Site. SmartTours.ro is not responsible for direct and/or indirect losses incurred by the user caused by, but not limited to: possible tariff differences, lack of availability, as well as any other incorrect information communicated and/or taken from airlines and/or hotels or by all and/or any of the partner companies providing tourist services through SmartTours.ro/en).

SmartTours.ro/en reserves the right not to provide tourist services whose rates have been wrongly displayed. In case of occurrence, i.e. posting of possible pricing errors, the user agrees to waive all and any claims against the SmartTours.ro, following that as soon as possible SmartTours to return the amounts paid by the user. SmartTours.ro/en is only responsible for direct losses whose value will not exceed the total tariff of the tourist services purchased (except in cases of death or personal accidents whose value has no limit). SmartTours.ro/en cannot guarantee the uninterrupted supply of the Site and cannot be held liable for any losses incurred as a result of this, including unrealized profits.



Links to Other Sites

This Site may contain links to other external web pages and operated by other parties involved. SmartTours.ro/en has no control or association with these web pages and assumes no responsibility for the accuracy, integrity or quality of these web pages of the parties involved. The content of these external web pages does not reflect the products, services or information provided by the SmartTours.ro. Any opinions regarding the content of these external web pages will have to be redirected to the administrators of the pages in question.

Force Majeure or Insolvency of the Tourist Service Provider

SmartTours.ro/en is not responsible in the event of an event caused by force majeure or if the tourist service provider goes into insolvency. Major events include, but are not limited to, government interventions, wars, kidnappings, fires, floods, accidents, storms, strikes, terrorist attacks, etc. that may affect SmartTours.ro or its suppliers.

Exchange rate

Exchange rates quoted on the Site come from multiple sources and may not always be updated daily. It is mandatory to check the exchange rates on the day you make your reservation.

Changes to the Site

SmartTours.ro may change the design or content of the Site, including the availability of tourist service providers, the database, and other features of the Site.

Copyright and Registered Trademark

The copyright, property rights and content of the Site are reserved by SC SMART TOURS SRL. The material contained on the Site is the property of SC SMART TOURS SRL or its affiliates, unless they are recognized as belonging to other parties involved. The names of SmartTours.ro/en, as well as the other trademarks, logos or graphics contained in the Site are registered trademarks of SmartTours.ro/en or its affiliates. Other company names, products or services appearing on the Site may be registered trademarks of their respective owners.


The terms of SmartTours.ro/en’s privacy policy are set out in these Terms and Conditions. You agree to the use of your personal information. by the SmartTours.ro or affiliates and other parties involved, in accordance with the terms and for the stated purpose of the SmartTours.ro Privacy Policy.

Security Policy

SmartTours.ro/en uses secure technology to protect your personal information. personal data and financial transactions. SmartTours.ro/en comply with the security procedures and standards stipulated in the security policy of SmartTours.ro/en. Online purchases are no longer a novelty. If you choose to pay with your credit card, your card details will be available. are encrypted during the transaction, causing increased security. SmartTours.ro/en uses Secure Socket Layer (SSL) technology that ensures online purchase processes through credit card, increased security.

Changes to the Terms and Conditions

SmartTours.ro/en reserves the right to modify or update the Terms and Conditions relating to the use of this Site at any time without prior notice to users. The current version of the Terms and Conditions will be displayed on the Site from the date the changes take effect. Continued use of this Site after the publication of these changes will constitute your consent. on these changes. Governance Law These Terms and Conditions represent the contract between the User and the SmartTours.ro and is governed by the laws of Romania. In case of dispute, the competent court is considered the court of Bucharest. In case of litigation, the Romanian version of the terms and conditions will be considered.

Personal data

What information we collect: name, first name, phone number, home address, e-mail address, serial number and no. ID card, serial number and no. passport, CNP, IP, date of birth, age of children, union membership, workplace, company name (if applicable), VAT registration number (if applicable).


How we use your data: for business and administrative purposes (specially to contact you and to process orders you place on our website), to fulfill our contractual obligations, to promote our goods and services, and in connection with our legal rights and obligations.

Disclosure of user data to third parties: the minimum necessary to fulfill our contractual obligations to you. – providers of hotel, transport, tourist services, for the operation of the business, for compliance with legal obligations.


How your data is secured: by using technical and organizational solutions such as: storing information on secure servers, encrypting data transfers to and from our servers using SSL technology, encrypting payment operations on the site using SSL technology, allowing access to your data. only when necessary, encryption of personal data, encryption of emails, pseudonymization and/or anonymization of personal data.

Users of the www.smarttours.ro can exercise their rights under Regulation (EU) 2016/679 (General Data Protection Regulation), respectively:


the right to access the data and receive information about its use;

the right to request correction and/or completion of information (right to rectification);

the right to request the deletion of data (right to be forgotten);

the right to restrict the use of data;

the right to receive the data in a portable format;

the right to object to the processing of data;

the right to withdraw consent for the processing of data;

the right to appeal to a supervisory authority.

by submitting a request to the e-mail address: dpo@smarttours.ro


For details on the processing of personal data by SMART TOURS SRL, you can access the website www.smarttours.ro/en privacy policy section.


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