Terms and Conditions

1. Definitions
2. Applicability of the General Terms and Conditions for Travel Services
3. Sales Engine and the General Terms of use of the Sales Engine
4. Making a Booking and entering into Travel Contract
5. Payment procedures for Travel Services and extra charges
6. Change or cancellation of the Travel Contract by the Client
7. Travel documents, health requirements and travel insurance
8. Travelling to countries, which require additional personal data
9. Flight check-in
10. Airline baggage rules
11. Tickets for connecting flights
12. Delay and cancellation of flights, legal protection of Air Passenger rights
13. Liability
14. Submitting complaints and dispute resolution
1. Definitions
1.1. Agent - Wris Ltd, commercial registry code 10280259, address: Narva mnt 7D, 10117 Tallinn, Estonia, e-mail booking24@wris.ee. The Agent acts only as an authorized sales agent or an intermediary of Travel Services arranged by Service Providers. The Agent is not a party of the Travel Contract between the Client and the Service Provider.
1.2. Travel service - any travel related service made accessible by the Agent.
1.3. Travel Service Contract - a Contract between a Service Provider and a Client stating Contractual obligations of Service Provider in providing respective Travel Services to the Client and Passengers designated by the Client and obligations of the Client to follow payment procedures for Travel Services and possible Extra Charges.
1.4. Carrier - a company providing passenger carriage services, a Party of the Travel Contract with the Client.
1.5. Service Provider – Carrier, who is responsible for the transportation of the Passenger
1.6. Sales Engine - system for making reservations made accessible by the Agent on website www.booking24.ee and providing Travel Services of the Service Providers in real-time.
1.7. Client - a natural or legal person, who uses the Sales Engine or expresses in any other way interest to enter into the Travel Contract or enters into the Travel Contract with the respective service Provider with the help of the Agent.
1.8. Passenger – a natural person using the Travel Services of Service Providers under the Travel Contract. The Client and the Passenger may be in one person.
1.9. Booking - filing by the Service Provide the Clients proposition to enter into Contractual relationship and conclude a Travel Contract. Booking of a transportation service and/or of an accommodation service may be in the same reservation order. Booking does not create binding obligations nor to the Client or to the Service Provider.
1.10. Confirmation of the Booking - document issued by the Agent or the Service Provider (electronic or on paper) confirming the conclusion of the Travel Contract between the Client and the Service Provider. Pro forma invoice, a summary of a travel itinerary or a booking cannot be considered as a Booking Confirmation,
1.11. Air ticket - Booking Confirmation proving the conclusion of the Passenger Transportation Contract between the Carrier and the Client
1.12. Service charges - fees paid to the Agent for conclusion, change, cancellation and termination of the Travel Contract or other services according to the price list of Service Charges. Different Service charges may be valid for services provided in the Agent's Sales Office. In case of change, cancellation, termination or not using of a Travel Service (or a part of it) contained in a Booking Order or Travel Service Contract Service charges are not refundable.
1.13. Personal information - any information relating to an identified or identifiable natural person obtained by the Agent through Sales Engine or in course of providing Travel Services, including persons first and last name, identity code, contact data and other information that requires attention, identity document, means of payment, data about the transaction, start and end date of possible payment default and other sensitive information. By inserting personal data to the Sales Engine or forwarding those in any other way the Client agrees that these data, required for providing Travel Services, may be processed by the Agent for the purposes established by the Privacy Policy regulations.
1.14. General Conditions - current General Conditions and Terms of Travel Services
2. Applicability of the General Terms and Conditions of Travel Services
2.1. Current General Conditions and Terms are applicable to all the Travel Services made accessible in the Agents sales office, Sales Engine and via any other forms of communication.
2.2. By addressing the Agent with a request related to Travel Services and / or by using this Booking Engine you confirm that you are acquainted with current General Terms and Conditions; with the company's Privacy Policy (including the processing procedures of personal information); with the Conditions and rules of the Travel Contract of a respective Service Provider, with other Conditions accessible via the Booking Engine, with Agent's Service charges, agree with those and acknowledge to be bound by those.
2.3. In case of discrepancy of current General Conditions and Special Conditions valid for specific Travel Services of a Service Provider, the Special Conditions prevail.
2.4. The Agent has the right to change the General Conditions and Terms and the Price list of Service Charges at any time without prior notice. Respective changes become effective on the day of publication in the Booking Engine unless otherwise stated.
2.5. In case any Provision of the General Conditions is invalid due to discrepancy with applicable laws, the other provisions are still considered applicable.
2.6. The original text of General Conditions is in Estonian language. In case of discrepancy of the original version of General Conditions and the translation of it, the original text prevails.
3. Sales Engine and the General Terms of using it
3.1. Disclaimer of liability: using the Sales Engine is the sole responsibility of the User. Agent cannot be held responsible for any damage caused by using the Sales Engine, its applications or links in the Sales Engine.
3.2. Information accessible via the Sales Engine, including information related to Travel Services, travel Conditions, prices and availability is changing constantly, depending on the demand and other circumstances.
3.3. The Agent makes every effort to ensure, that the information presented in Booking Engine is correct and flawless, but cannot however, due to its position as an intermediary of Travel Services, the Agent guarantee that the information provided by the Service Providers, whose liability this is, is precise, relevant, accurate or complete. The Agent can't be held liable for the quality of the Travel Services, for the relevancy of information the Client has received before entering into the Contract and for the Sales Promises of the Service Provides. The Client has the right to submit his / her complaints (claims) to the Agent, who will forward those to the respective Service Provider making its best endeavor to help to resolve the situation.
3.4. Only adult persons, who are at least 18 years old with active legal capacity, are allowed to make the Bookings in the Sales Engine. The consequences arising from the Bookings made by minor's or by persons without active legal capacity, are the sole responsibility of a person, whose bank account or other means of payment are used to pay for the respective Travel Service.
3.5. The Client is obliged to use the Sales Engine in accordance with current General Conditions and to follow the instructions provided in the Sales Engine and other manuals. The links provided in the Sales Engine enable to get familiarized with the Sales Conditions of the Service Providers and with detailed information about services rendered. Before actual Booking of a Travel Service, the system displays all inserted data, so these can be checked and possible mistakes can be corrected. The Client is obliged to check the data inserted into the Sales Engine and is responsible for the correctness of the data. Any possible damages caused by the incorrect data are sole liability of the Client.
3.6. When using the Sales Engine the Client is obliged:
3.6.1. to guarantee the accuracy of the information presented;
3.6.2. to avoid double bookings;
3.6.3. not to use the Sales Engine for false or speculative purposes or fraud:
3.6.4. not to use the Sales Engine for forwarding illegal information or information forbidden in any other way;
3.6.5. not to send via the Sales Engine data files containing viruses or other files that interfere in any way with the normal operation of the Sales Engine and the computers connected to it.
3.6.6. not to change, copy, sell, reproduce or use in any other forbidden way the Content of the Sales Engine.
3.7. The Client is obliged to inform the Agent immediately about any faults and errors found in the Sales Engine.
3.8. The Agent reserves the right to restrict access to the Sales Engine at any time without prior notice.
4. Making a Booking and entering into the Travel Contract
4.1. Any Booking Order and payment of any Travel Service of a Service Provider made by the Client via the Agent including using the Sales Engine is regarded as the Clients intention (proposal) to buy the respective Travel Service in conditions of the Service Provider and the Agent. Booking does not create binding obligations nor the Client or to the Service Provider.
4.2. It is the Client’s responsibility to check before confirmation of the Booking Order the travel itinerary, the accuracy of prices, dates and all other data and to get familiarized with the Travel Conditions and Conditions of the applicable fares. Terms and Conditions include provisions related to the Payment Conditions, Liability, Cancellation, Changes, Refunds, etc. When making a Booking, the Client has to take into consideration that until the moment when the Contract is concluded, the Buying Options, Conditions and Prices can change without prior notice and that the Service Provider has the right to cancel the booking.
4.3. In case the Service Provider confirms the Booking (accepts the proposal made by the Client) a respective Booking Confirmation (air ticket or similar) is sent to the Clients e-mail address. Issuing an Order Confirmation means that the Client and the Service Provider have entered into a Travel Contract about purchase of respective Travel Services. Unless otherwise agreed in writing between the Client and the Agent and / or the Service Provider, the Order Confirmation can be issued by the Agent or the Service Provider only after a full payment for the Travel Service has arrived to the respective bank account,
4.4. After receipt of the Order Confirmation the Client must immediately check the names of the passengers, dates and other important data, and their compliance with the data entered into the Booking Engine at the time, when the Booking was made. It is important to check that the Client’s name in the Order Confirmation coincides with the name in the Client’s travel document. The client has to print out the Order Confirmation and to present it, if necessary, to the respective Service Provider.
4.5. If any mistake in Travel Documents or Order Confirmation is caused by the Client's typing error or other fault, it will be corrected as far as possible, provided that the Client is responsible for all occurring extra charges and service fees. The Agent will correct technical mistakes on Order Confirmation made by the Agent.
4.6. The Order Confirmation is not issued (Travel Contract not concluded), when the Service Provider does not accept the Client's proposal, that means in case when the Service is not paid for, or the Client has not complied with the Conditions of Booking, or a mistake is found during follow-up checking. In those cases the Agent will contact the Client to find out the possibilities of making a new Booking or refunding the money paid for the Travel Service. In case of unilateral change or cancellation of the Booking by the Service Provider (Travel Contract is not concluded), the Service Provider and the Agent are liable only for reimbursement for the amount paid for the Travel Service excluding the Service Charge.
4.7. The Agent has to be informed immediately, when the Client has not received an Order Confirmation or Refusal to enter into the Travel Contract in due time after making the required payment. In case of using the Bank Link for payment of an Air Ticket, the Client has to check the receipt of the Ticket on his / her e-mail address in 30 minutes after the payment. The Agent should be immediately informed, if the Client has not received the Order Confirmation in that time.
4.8. The Air Ticket Booking is as a rule kept in the Sales Engine for 14 days, the Client should however take into account, that Service Providers may have different Payment Terms and Conditions. Bookings that are not paid for before the deadline, are canceled by the Service Provider without prior notice. If the deadline for paying of the Air Ticket has passed, but the Ticket is still required, a new Booking must be made for which other Fares and Conditions may be applicable.
4.9. The Agent and the Service Provider send the information about the booking, flights, accommodation and other possible Travel Services to the Client by email. Client is required to insert into the Sales Engine the email address of his / her day-to-day use.
5. Payment Conditions for Travel Services and Extra Charges
5.1. One prerequisite of a Travel Contract is the requirement of full payment of the Travel Services and Service Charges by the Client. The Client is responsible for full payment of the Travel Services and Service Charges even if he or she has received the Order Confirmation before the full amount due is paid.
5.2. All charges related to the respective Travel Service can be seen in the Sales Engine before the Client has to confirm the Booking.
5.3. Auxiliary information about procedures of payment for Travel Services and Extra Charges is advised in the Sales Engine during the payment process. When paying for the services the Client is required to comply with the rules of the Agent and the instructions of the Sales Engine.
5.4. As a rule the Client has to use for payment the Bank Link of the Sales Engine or Credit card payment. Depending on a Service Provider the Client may have an option or obligation (for example due to the requirements of certain low cost airlines) to pay by Credit card, that means directly to the Service Provider.
5.5. The Price list of applicable Service Charges can be found here. The Agent has the right to keep the Service Charge and not to transmit the respective amount to the Service Provider. In case of credit card payments the Agent has the right to debit the Client's credit card in the amount of the Service Charge. Service Charges are not refundable in case of any change, cancellation, termination or not using of a travel service (or a part of it) contained in a Booking Order or Travel Contract.
5.6. If the local taxes are not included in the Sales Price of the Travel Service (as a rule, the information about taxes is in the Sales Engine) or the Client has not fulfilled some other financial obligations, the Client is required to pay the outstanding amount by the date set by the Service Provider.
5.7. The Order Confirmation contains all services included in the Travel Contract and possible other advantages. In case of ordering extra services (for example catering, booking a particular seat in the airplane, communication services, rent of a safe, energy or tourism taxes or similar) , the Client / Passenger commits to pay for them directly to the Service Provider.
6. Change or cancellation of the Travel Contract by the Client
6.1. The possibility of amendment or annulment of the Travel Contract depends on a Travel Service, Service Provider, time of a booking, price category, etc. Before confirming a Booking the Client is obliged to get acquainted with the Terms and Conditions of amendment and annulment of Travel Services. Upon request of the Client The Agent may provide help in explanation of the Conditions of Travel Services, the price rules and other matters to the Client.
6.2. The Client is entitled to change or cancel the Booking of an Air Ticket at any time without prior notice, providing this is allowed by the rules of his / her Air Ticket and at the prerequisite that he / she pays all the related extra charges and service fees. As a rule changing, cancellation or returning of low fare air-tickets is not possible. Economy class air tickets can generally not be changed or cancelled and the payment is not refunded. The Client can usually retrieve only the cost of airport taxes. Name change of a Passenger is as a rule not possible or can be done for extra charge. The Carrier has the right to change fares and rules without prior notice. The Client has to inform in writing to the Agent's e-mail address about any intention of amendment or annulment of the Travel Contract.
6.3. In case of amendment or annulment of the Travel Contract the Client commits to pay to the Agent Service Charges according to the Price list.
7. Travel documents, health requirements and travel insurance
7.1. The Client is responsible for the existence of all required travel documents. The Agent and the Service Providers presume that all passengers including children have the travel documents (including visa, passport, ID-card, vaccination certificate, etc) required by the country of the destination as well as by all transit countries. Visa and travel document requirements may be different for citizens of different countries. These requirements may change without prior notice.
7.2. The Client is responsible for obtaining information about travel documents and entry requirements from the embassies of the country of destination and all transit countries, from the Ministry of Foreign Affairs or from the Citizenship and Immigration Board. The Client is responsible for the validity and accuracy of travel documents in the country of destination as well as in transit countries. Estonian citizens can obtain more detailed information about travel documents and Terms and Conditions on which they can enter foreign countries from the website of the Ministry of Foreign Affairs at www.vm.ee.
7.3. Before entering into the Travel Contract the Passenger is responsible to check out the health-protection requirements of the destination and transit countries, in particular when travelling to far away exotic destinations. In some cases getting required vaccinations should be started well in advance. Estonian Citizens can obtain detailed information about infectious diseases, risk areas and recommendations about vaccination at website www.vaktsineeri.ee. Requirements for visas and travel documents for citizens of other countries may be different.
7.4. Nor the Service Provider or the Agent can be held liable, if they can't execute their part of the Contract due to a missing document or due to the actions of the authorities of some countries.
7.5. Every country has a right to decide at its sole discretion whether or not to allow a person to enter the country even if the person has all the documents required.
7.6. Entering into a Travel Contract does not give the Client / Passenger an insurance cover. We strongly recommend taking the travel insurance policy for the whole period of travelling. Depending on the Conditions of the Contract the Travel Insurance will secure help and prompt reimbursement for example in cases of trip interruption or cancellation, loss of baggage, health problems, accidents, etc.
7.7. The Agent cannot be held responsible for the information about passports, visas, vaccination requirements, insurance and other information presented in the Agents sales office, Sales Engine or in some other way. Respective information is presented for informative purposes only and may be changed under circumstances beyond the control of the Agent without prior notice. The Client / Passenger is responsible for checking the relevance of this information and is liable for the risks of compliance with it. The Agent can at the request of the Client specify the requirements for travel documents, vaccinations and customs rules, but does not assume responsibility regarding the further validity of these requirements.
8. Travelling to countries, which require additional personal data
8.1. In some countries (for example US, Canada, Australia) the authorities may require from personas arriving to their country in addition to their name and surname some other personal information, such as date of birth, gender, citizenship, no and validity of passport, etc.
8.2. When travelling to those countries, the Client is required to forward the necessary information to the Agent, who in turn will transmit the data to the Carrier and to the authorities of respective country. The Client has a sole responsibility, that the data complies with the requirements and is correct.. In some cases the Client / Passenger can insert additional personal data personally by using the Booking Management link on the website of a respective Service Provider
8.3. Additional data mentioned above should be presented at least 96 hours before the departure. If the reservation is made less than 96 hours before the departure, these data must be sent immediately after the booking.
8.4. The Agent informs the Client every time if, depending on a destination or rules of the Service Provider, additional data is required.
8.5. The Booking information is saved by Authorities of the respective countries at least for 3, 5 years and may be submitted to other authorities of the respective country.
8.6. The Agent processes personal information pursuant to the Privacy policy.
9. Flight check-in
9.1. If not established otherwise in the Travel Contract, the starting point of a flight is the check-in counter of the respective Carrier in the departure hall of the first airport of the itinerary.
9.2. The passenger is obliged to check in for a flight and go to the gate in time. If the passenger is late, the Carrier has a right to cancel both the first flight and all the further flight segments. Passenger, who is late, is not allowed on a flight.
9.3. Some carriers charge for check-in services and provide free check-in only online via internet.
9.4. The check-in is usually closed 45-120 minutes before the departure, depending on an airport and on a Service Provider. Considering the time to be spent in queues, the Passengers are requested to arrive to the airport at least 2 hours before the departure time marked on the ticket. This time can be reduced when the Passenger checks in via internet or uses more expensive flight classes.
9.5. The Service Provider has a right to establish surcharges for a particular seat, for quick check in, for boarding and for baggage. The amount of these extra fees is set by the Service Provider.
10. Airline baggage rules
10.1. If not stated otherwise in the Travel Contract, the Passenger is allowed free of charge to take along on the flight certain amount of checked-in baggage and hand baggage. The Client is responsible for finding out the allowance of free items as well as the weight and measures of allowed baggage.
10.2. The number of free items, their weight and measures depend on a ticket class, flight itinerary and the Service Provider. Checked-in baggage limits are usually unit based, the free baggage allowance in addition to a hand baggage is as a rule 1-2 units. The weight of one piece of checked-in baggage varies and is usually 15 - 23 kg per Passenger. As a rule the allowance in economy class is 1 unit per person, in premium or business class 2 units. Bonus card holders may have bigger allowances. Allowed baggage limits for children and infants are smaller.
10.3. For non-standard size baggage (for example sports equipment) there are special requirements, as a rule this baggage is not accepted within baggage allowance. For non standard size baggage extra fees are applicable. In case of extra sized baggage the passenger is required to contact the Agent, who coordinates the Conditions of extra baggage with the Service Provider.
10.4. In case of connected flights the baggage can usually, but not always, be checked till the final destination. In case it is necessary to collect your baggage at a transit airport and check it in with the next Service Provider, we recommend you to take enough time between the flights. If you have checked you baggage till the final destination, then collecting it at a transit airport is not possible, or possible only for an extra charge.
10.5. Valuables (cash, jewelry, electronic items) should be packed in the hand baggage. It is strictly not allowed to carry in a hand baggage prohibited items, for example liquids exceeding the allowed limits, flammable substances, knives, scissors, etc. The whole list of prohibited items can be found on websites of airports and Service Providers. The measures of a hand baggage must match the limits set by a Service Provider. You can check these limits with the Agent or the Carrier. The hand luggage must fit into the overhead baggage compartment or under the seat in front of the Passenger.
10.6. The Service Provider is liable for the security of checked-in baggage within internationally established limits. The Client has to retain the baggage tag (ticket). Possible complaints have to be submitted to the Customer Service of the Service Provider with the baggage ticket included.
11. Tickets for connecting flights
11.1. If your journey consists of several flights, it is safer to buy one ticket (to enter into one Travel Agreement) covering all flight segments, rather than to use different tickets. The Service Provider is liable for carriage of the passenger to the final destination only when all the flights are on one ticket (covered by one Travel Agreement). In case of annulment or delay of the flights the Service Provider is liable for carriage of the Passenger to the final destination or for offering alternative solutions (using, if necessary, other means of transportation) or for refunding money only when all the flights are on the same ticket. If the flight segments are on different tickets, the Service Provider is not liable for your flight connections or compensations. This applies also in the cases when the delay or cancellation of the flight happens due to the fault of the Service Provider.
11.2. In case it is not possible to plan your itinerary in the way that it can be covered by a single ticket (one Travel Agreement) you should plan ample transit time between the flights. Considering the possibility of possible delays and long queues, the interval between the flights should be as minimum 3 - 4 hours.
11.3. Tickets for connecting flights are sold only when there is a certain minimum transit time between the two flights. You should however take into consideration, that this minimum time might be too risky. The Service Provider is not liable if the passenger misses the connecting flight due to minimum transit time or due to long queues in security or passport control. Catching the flight is always the responsibility of the Passenger. In order to avoid risks, we recommend, if possible, choosing ample transit times between the flights. Minimum transit time between flights is never sufficient, if you have of collect your luggage in the transit airport and check it in again at the gate.
11.4. Even in case the different flight segments are on one ticket the Service Provider is not liable if the Passenger is late for the continuing flight due to his / her action of inaction. In that case the Client is not allowed to further flights and as a rule does not get any compensation. In order to fly further or return back a new ticket has to be purchased. According to the Travel Agreement taking out checked-in baggage may not be possible and the Service Provider has the right to claim surcharge for delivering the baggage.
11.5. If different flights are on separate tickets, the minimum transit times do not apply and every next flight is treated as a new one (as a new Travel Agreement), which means, that the required time to arrive at the airport is minimum 2 hours before the flight.
11.6. If the flight segments are on separate tickets and the passenger is late for the continuous flight due his / her actions or inactions, the responsibility for continuing the trip lies entirely with the Passenger. For continuing the trip or returning back a new ticket has to be purchased.
11.7. The flight segments on the ticket have to be used in the correct order and only by the person whose name is on the ticket. When the Client does not use one flight segment, the Service Provider has the right to cancel all subsequent segments and the whole reservation.
12. Delay and cancellation of flights, legal protection of air passengers rights
12.1. The departure and arrival times on the air ticket or the flight itinerary are subject to change. Flights may be delayed or cancelled due to weather conditions, technical or some security reasons - safety of the passenger is the prime goal of each Service Provider.
12.2. It is the Client's responsibility to plan travel itinerary securing enough time between the flights, so that possible delays wouldn't ruin the travel plans and expectations.
12.3. The Service Provider has the right to change flight itinerary and cancel flights informing the client about it at least two (2) weeks ahead. In case of extraordinary circumstances (force majeure) beyond the control of the Service Provider, the term of advance notice may be shorter.
12.4. If the flight is cancelled, the Carrier offers to the client refund of the ticket value or an alternative transportation to the destination without extra cost. In case of putting together a new alternative itinerary, The Agent and the Service Provider have a right to charge for the change of the ticket.
12.5. The Client's / Passenger's responsibility is to check flight times before the flights. This can be done using the addresses presented on the Order Confirmation or via website https://www.viewtrip.com/ .
12.6. If the Service Provider informs the Agent about the changes in a flight plan, the Agent does everything within its power to inform the Client / Passenger ASAP.
12.7. In case of a delay or cancellation of the flights the Service Provider is not liable for extra costs occurring for use of the services of a third party. The damage caused by late arrival to the destination or cancellation of the flight is not compensated.
12.8. If the departure or arrival of the flight is located on the territory of an EU member state or the flight is operated by a Service Provider licensed in an EU member state, the rights and duties of the Client and the Service Provider in case of delays and cancellation of flights are regulated by the EC Regulation 26261/2004.
13. Liability
13.1. The Service Provider is liable for providing correct information about flights, for the validity of fare offers and performance of a Travel Contract.
13.2. The Agent is not a party of a Travel Contract between the Client and the Service Provider and can therefore not be held liable for any Contractual obligations of the Service Provider, including the validity of fare offers. The Agent is not responsible, if the Service Provider withdraws an offer made to the Client, changes the prices or Conditions of Travel Services, has a low quality service level, causes an accident, etc. The Agent is not liable if the Service Provider decides without prior notice to suspend or stop rendering Travel Services.
13.3. The Service Providers reserve the right to refuse rendering services to Clients / Passengers, whose behavior is inappropriate or illegal and causes danger to other passengers and their property. In this case the passenger has no right to claim refund or indemnity for unused services. If Passenger's misbehavior causes extra costs to the Service Provider or to the Agent, the Passenger and the Client are jointly and severally obliged to compensate those costs.
13.4. If the Passenger causes damage to the Service Provider by breaking inventory or furnishings, the Passenger and the Client are jointly and severally responsible for compensating those damages.
13.5. The Carriers liability and indemnity for passenger’s death or bodily injury as well as for baggage damage and delays are set with the provisions of Montreal Convention and the regulation of European Parliament and Council No 889/2002, which partly changes the EU regulation No 2027/1997. The Carrier is among other things liable for:
13.5.1. - the death, injuries or health damages of a Passenger, if caused by activities or omission of the carrier and have taken place on board of the plane or at the time of boarding or at the time of leaving the plane.
13.5.2. - for the damage caused to checked-in baggage, for the loss, destruction or breaking of the baggage caused by an accident on the plane or in any other time the Carrier was liable for the baggage. The Carrier is not liable for the checked-in baggage that was already defective, or for the items not allowed pursuant to transportation rules. If the Carrier admits, that the checked-in baggage is lost, or in the event it is not delivered to the passenger in twenty one (21) days starting from the day it should have been delivered, the Passenger has a right to claim indemnity in compliance with the regulations set in the Montreal convention. The Carrier has to answer in written form to passengers indemnity claim as soon as possible, but not later than in two months after receipt of the claim.
13.5.3. The hand baggage is Passenger's responsibility, except in the case it was handed over to the Carrier or the damage was caused by the Carrier, Carrier's employee or authorized person appointed by the carrier. In all other cases the Passenger is responsible for his / her hand baggage.
14. Submitting complaints and dispute resolution
14.1. If the Client or the Passenger is not content with the service of the Service Provider and considers that it doesn't comply with the agreed Conditions he/ she should immediately inform the Service Provider. If finding a solution at spot is not possible, the claim is to be presented as soon as possible, but not later than in seven (7) days after arrival from the trip and not later than two (2) weeks after being informed by it. Written complaint against the Service Provider is to be submitted to the Agent by post or email. The complaint should include proof about the non-compliance of the Travel Service and documents about extra expenses and damage inflicted. The Agent will submit the Claim to the Service Provider. Claims that are not submitted in time are considered as expired.
14.2. The legal relationship between the Client and the Service Provider is based on legal provisions of the country of the respective Service Provider and in the event of cross-border services on international legal provisions.
14.3. The legal relationship between the Agent and the Client is based on the legislation of The Republic of Estonia. Possible litigations are settled in Harju County Court.