Terms & Conditions
TERMS & CONDITIONS
Upper Travel Product & Services Terms and Conditions
CONTENT
A. Introduction
B. General Contact Policy
1. Customer’s Contact Information
1.1. Consistent Contact Information
1.2. Customer Signature and Acceptance
1.3. Identity Verification
1.4. Prohibited Practices
1.5. Authorized Representatives
1.6. Communication Responsibility
1.7. Fraud Prevention
1.8. Changes to Contact Information
1.9. Non-Compliance
2. Company’s Official Contact Information
2.1. Queries
2.2. Emergencies and Support During the Execution of the Services
C. Terms & Conditions For The Transport Services
1. Description of Transport Services
2. Policies of the Transport Services
2.1. Booking Process Policy
2.2. Price Policy, Payment Terms & Surcharges
2.3. Traveler Cancellation and Refund Policy
2.4. Traveler Change Request Policy
2.5. Complimentary Waiting Time Policy
2.6. Traveler No-Show Policy
2.7. Luggage Allowance Policy
2.8. Driver’s Hours and Regulations
2.9. Upper’s Changes, Cancellations and Refund Policy
2.10. Travelers’ Rights, Obligations, Representations, Consent, and Warranties
D. Terms & Conditions For The Tour Packages
1. Description of Tours & Trips Services
2. Policies of the Tours and Trips Services
2.1. Booking Process Policy
2.2. Price Policy, Payment Terms & Surcharges
2.3. Traveler Cancellation and Refund Policy
2.4. Traveler Change Request Policy
2.5. Upper’s Changes, Cancellations & Refunds Policy
2.5.1. Upper’s Change and Refund Policy
2.5.2. Upper’s Cancellation and Refund Policy
2.6. Travelers’ Rights, Obligations, Representations, Consent, and Warranties
E. General Terms of Services (Transport Services and Tour Packages)
1. Insurance Policy
2. Travelers’ Rights, Obligations, Representations, Consent and Warranties
3. Upper’s Rights, Obligations and Limitation of Liability
4. General Price Policy, Payment Terms & Methods
5. Complaints, Disputes and Resolutions
6. Traveler Opinions
7. Amendments To The Terms & Conditions
8. Data Protection
9.Copyright & Content Ownership
10. Governing Law – Jurisdiction
A. Introduction
These Terms and Conditions apply to all Products and Services offered by “Upper Travel P.C”, with the distinctive title “Upper Style Travel” (hereinafter referred to as “Upper,” “we,” “us,” or “our”). Upper’s registered head office is located at St. George, 19005 Nea Makri, Athens, Greece (Company Registration No: ELGEMI 167106901000). Upper Travel is a licensed Tour Operator, Travel Agency, Transportation and Destination Management Company authorized by the Greek Ministry of Tourism (License No: 0208E70000882501). The official website is www.upper.travel.
Upper provides a variety of transportation services, including but not limited to:
Pickups and transfers, Chauffeur services, Car rentals with drivers, Sightseeing rides (Chauffeur-Driven Sightseeing Tours) and other related offerings. These services are collectively referred to hereinafter as “Transport Services”.
In addition to Transport Services, Upper offers a wide range of Travel-related services, including but not limited to: Guided tours, Tailor-made tours and travel experiences, Trips and excursions, Activities and visits, Accommodation, Ticketing services (archaeological sites, museums, ferry and others – excluding flight tickets), airport assistance services and other related offerings. These are collectively referred to hereinafter as “Tour Packages” or “Packages”.
Together, Transport Services, Tour Packages, and any other products and services provided by Upper are collectively referred to hereinafter as “Services”.
By booking or purchasing any of these Services, individuals or legal entities (hereinafter referred to as “Participant(s).” “Traveler(s),” “Passenger(s),” “Customer(s)”, “you,” or “your”) acknowledge that they have read, fully understood, and unconditionally agreed to these Terms and Conditions.
Important Notice: Before booking or purchasing any Service, please ensure that you have carefully reviewed and fully understood these Terms and Conditions. Your purchase of any Service constitutes your unconditional acceptance of these Terms and Conditions, as well as any additional terms specific to the Service selected. If you have any questions or require clarification regarding these Terms and Conditions, please contact us at [email protected] prior to completing your booking or purchase.
B. General Contact Policy
This Contact Policy is designed to ensure seamless communication, prevent misunderstandings, and protect against fraudulent activity.
B.1. Customer’s Contact Information
B.1.1. Consistent Contact Information
- When requesting information, making inquiries or booking, making payments, or after completing any service, you are required to use the same email address and mobile phone number throughout the process.
- Should you use different email addresses or mobile phone numbers at any stage, you automatically acknowledge and confirm that you are the rightful owner of, or have authorized access to, all the communication channels provided.
- If you need to update your contact information, notify us immediately to avoid delays or confusion.
B1.2. Customer Signature and Acceptance
- Services may require you to provide an electronic signature. You understand and accept that an electronic signature holds the same legal rights and obligations as a physical signature.
- A customer’s signature and acceptance of any booking or offer are also considered valid when communicated via email, the company’s official WhatsApp, or other means during correspondence. This includes any email or message sent by the customer throughout the communication process.
B.1.3. Identity Verification
- For any Service or high-value bookings, you may be asked to provide government-issued identification to confirm your identity and match the booking details.
- The name on the booking must match with the name on the payment method, unless prior written authorization is provided.
B.1.4. Prohibited Practices
The use of multiple or inconsistent email addresses, phone numbers, or aliases for the same booking is not permitted and may result in:
- Delayed processing of your booking.
- Additional verification requirements.
- Cancellation of your booking without refund if fraudulent activity is suspected.
B.1.5. Authorized Representatives
- If someone else is booking on your behalf, they must provide their full name and contact details as well as your details.
- The primary customer remains responsible for all communications, payments, and adherence to policies.
B.1.6. Communication Responsibility
- It is the customer’s responsibility to monitor its registered email and phone for updates about the booking (e.g., confirmations, itinerary changes, or cancellations).
- Failure to respond promptly to requests for verification or clarification may result in delays or cancellations.
B.1.7. Fraud Prevention
- To protect against fraud, we may: Use anti-fraud tools to verify the identity and legitimacy of a booking or request additional documentation or verification if suspicious activity is detected.
- We reserve the right to cancel bookings without notice if fraud is suspected or verified.
B.1.8. Changes to Contact Information
- If you need to change your registered email address or phone number, notify us in writing at least 7 days before your scheduled service.
- Changes made after this period may not be accommodated.
B.1.9. Non-Compliance
Failure to comply with this Contact Policy may result in:
- Refusal of service or cancellation of your booking without refund.
- Reporting of suspicious activity to relevant involved partners and authorities.
B.2. Company’s Official Contact Information
B.2.1. Queries
For all requests, inquiries or questions (including cancellations, changes, complaints, etc), customers are encouraged to contact us via email at [email protected] or through our Official Customer Support WhatsApp Line at +30 695 6655 501. Our team is committed to providing prompt responses during regular business hours. If you do not receive a written response within 48 hours of sending your request, please call us to ensure that your email was not diverted to our spam or junk folder or did not go through.
B.2.2. Emergencies and Support During the Execution of the Services
For urgent matters or assistance during your trip, customers can reach us via our Official Customer Support WhatsApp Line at +30 695 6655 501. This service is available during business hours throughout the duration of the Services (Single-Day Services) to ensure smooth and reliable support during your experience. For customers who have purchased multi-day packages, this support line is available 24/7 to address emergencies and provide assistance promptly.
C. Terms & Conditions for The Transport Services
C.1. Description of Transport Services
C.1.1. We are a licensed private hire operator and a transportation carrier to provide Transport Services.
C.1.2. We do not operate our service in every Greek location/city. To find out if we can serve you in your destination, you have to request and check with us.
C.1.3. Booking a Transport Service with us, means that the Driver/Chauffeur will become the person who will meet and greet you to their city, and/or will transfer you during your stay.
C.1.4. Specifically, the transport services that you can book or inquire through our website are the following: Travelers’ Transport from and to airports, ports, train stations, bus stations, other place of residence, sightseeing rides, chauffeur services, rent a car with driver for disposal/stand by services and other related offerings.
C.1.5. We provide Professional Drivers/Chauffeurs who are English-speaking and committed to ensure your comfort, safety, discretion, and professionalism throughout your journey.
C.2. Policies of the Transport Services
C.2.1. Booking Process Policy
C.2.1.1. To book your Transport Service, you are required to provide the following information:
- Personal and contact details: Full name, surname, email address, and mobile phone number.
- Trip details: Pick-up location, date, and time, as well as your drop-off location.
- Travel information: Flight, ferry, or cruise number if arriving by airplane or ship, to allow us to make arrangements in your favor in case of a delay.
- Passenger and luggage details: The number of passengers and pieces of luggage, so we can arrange the appropriate vehicle for your needs
- Special requirements: child seats, wheelchair, accessibility issues, etc.
- Payment information: Details necessary to process your payment.
- You must accept our Terms and Conditions and Privacy Policy to complete your booking with us.
C.2.1.2. Bookings
Bookings can be made:
a) Online via our website only for Private Transfers, or
b) By submitting a completed booking request form or sending an inquiry email.
Important: The submission of a booking request form or email constitutes a request for booking, not an immediate confirmation or finalized booking. All booking requests are subject to availability. We will evaluate whether we can fulfill the requested service in its entirety or if there are grounds for rejection, in accordance with the provisions of these Terms.
a) Online Bookings
When an online booking and payment are made through our website, you will receive a confirmation email acknowledging receipt of your booking. This email will include:
- Your Booking Reference Number
- All necessary information regarding your service
The confirmation email indicates the agreed price, as specified in Article C.2.2 of these Terms.
b) Requested Bookings
Upon receipt of a booking request form or inquiry email, we will:
- Process Your Request: We will evaluate your request and contact you for confirmation. You will receive a detailed proposal and a quotation for the requested services, along with a Booking Reference Number.
- Acceptance and Payment: Once you accept our offer, you must proceed with the payment in accordance with Articles C.2.2. and E.4. Payment must be completed to secure your reservation.
- Confirmation: After full payment is received, we will send you a booking confirmation email along with a receipt for the payment transaction.
Important Note: For Sightseeing Rides, Chauffeur Services and Car Rental Services with a Driver, Greek law requires customers to provide: Customer’s Full name, Father’s name, ID/passport number and the full names of all other passengers.
C.2.1.3. Invoicing process for Transport Services. For both the 2.1.2 a) and b) the invoice/receipt of the services provided will be issued on the day of their execution and completion.
Legal entities should provide us the Company full name, Tax ID/VAT and address. Individuals should provide us with their full name and their billing address.
C.2.1.4. The completion of the online booking process along with the acknowledgement email sending to you, does not constitute our acceptance of your request to book a Transport Service with us. Our acceptance of your request to provide through our website with any Service, will take place only when we receive full payment from you and additionally in accordance to the article E.4.
C.2.1.5. We reserve the right to decline a booking order for any reason, including legal and regulatory reasons. If we cannot provide you with the transport service, we will not process your order, we will inform you as soon as possible and, if you have already paid for the products we cannot deliver, we will refund you in full in a timely manner.
C.2.1.6. You are solely responsible for providing accurate and truthful personal information when booking a service with us. If incorrect information is provided, you will be held accountable for any discrepancies identified during checks conducted by the Greek Authorities while the services are being executed.
C.2.1.7. At the time of booking, it is your responsibility to advise us of any special requests such as vehicle child seats, wheelchair or any mobility requirements for Transport Services. Please note however, these cannot be guaranteed. The EU directive 2003/20/EC (for child seats) states that children must use an appropriate child seat until they reach the age of 12 years or until they reach a height of 135 cm. However, for licensed taxis and vehicles (Cat. M2 & M3) it is stipulated that when no child seat is available, children of 3 years of age or over may travel as long as they wear an adult seat belt.
C.2.1.8. You represent and warrant that you are the legitimate holder or have the legal right to use the payment card or account details provided to us and that sufficient funds are available to cover the cost of the service. We may proceed (however, are not obliged to) in an examination process of the payment details you provide us with when choosing credit card as a payment method or via online providers. In case an error, misleading statement or other problem occurs, we may, at our sole discretion reject your order.
C.2.1.9. Eligibility for Bookings. Bookings and participation in Transport Services are permitted only for individuals aged eighteen (18) or older. Minors are allowed to participate only if accompanied by individuals who have parental authority or written supervisory responsibility over them.
C.2.1.10. In case the drop-off/pickup locations indicated in your booking are pedestrian areas (e.g. Athens’ historical center) or at very narrow streets, we drop you off/pick you up to the nearest point.
C.2.1.11. Review of Booking Details. Travelers are advised to carefully review all booking details and immediately notify Upper Travel of any errors or discrepancies.
C.2.2. Price Policy, Payment Terms & Surcharges
C.2.2.1. For all Transport Services in order to secure your booking, we require full payment (100%) in advance which can be refundable according to the article C.2.3.
C.2.2.2. In case of special arrangements for Transport services we reserve the right to alternate the payment and/or the cancellation terms. This will be noted on our proposal/quotation and/or on our proforma invoice. Payment terms noted on a proforma invoice are valid for the per se booking and overrule only the payment terms stated on this document.
C.2.2.3. For all transport service requests and bookings made and confirmed within 14 days of the service date, a 100% non-refundable payment is required at the time of booking.
C.2.2.4. In case you request for extra time or to extend your Transport Service beyond the agreed, and if we can accommodate it, you will be informed for the surcharge (extra fee) that will be charged to you.
C.2.2.5. All other General Price Policies, Payment Terms and methods are according to article E.4.
C.2.3. Traveler Cancellation and Refund Policy
C.2.3.1. You have the right to cancel a Transport Service already booked with us, at any time by contacting in writing either via the website or via email to [email protected]. All cancellation requests are not considered valid until a representative of Upper Travel confirms receipt of the same in writing. The date on which the request is received by Upper Travel will determine the cancellation fees applicable. If you do not receive a written response within 48 hours of sending your request, please call us to ensure that your email was not diverted to our spam or junk folder or did not go through.
C.2.3.2. Cancellation and Refund Policy
Our cancellation and refund policy is as follows:
a) Cancellation up to 30 days prior to the scheduled pick-up time: Full refund, minus any applicable bank or credit card transaction fees.
b) Cancellation between 29 and 15 days prior to the scheduled pick-up time: A 50% refund will be provided.
c) Cancellation less than 14 days prior to the scheduled pick-up time: No refund (0%). This is considered a last-minute, non-refundable cancellation, resulting in a 100% cancellation fee.
d) bookings made within 14 days of the scheduled service date are non-refundable.
All cancellations must be made by 11:59:59 PM on the appropriate day to qualify for a refund under the above terms.
C.2.3.3. Due to the nature of certain specialized transport services, a different cancellation policy may apply to specific occasions, such as Rent-a-Car with Driver, Chauffeur Disposal/Standby Services, and similar offerings. In such cases, the applicable cancellation and refund terms, if different, will be stated in your offer/quotation/proforma invoice and take precedence over those terms mentioned in the article C.2.3.2.
C.2.3.4. In the event of cancellation of a Transport Service by the Traveler, Upper may charge the Traveler’s credit card with the amount of the cancellation fee (in accordance with the cancellation policy applicable to the particular reservation) without requiring the credit card holder’s approval or signature.
C.2.3.5. The aforementioned cancellation fees shall not limit the Company’s right to claim further compensation for any direct or indirect damages incurred due to the cancellation, including but not limited to loss of profit and costs or expenses of any nature.
C.2.3.6. Refunds will be processed within four (4) weeks from the cancellation date. For cancellations initiated by the customer, a 4% commission of the total amount will be deducted for credit card refunds. If the service is canceled by the Company, no commission will be deducted, and you will be entitled to a full refund.
C.2.4. Traveler Change Request Policy
Upper Travel allows a Traveler to change an agreed service. Change requests must be submitted without delay in written up until 72 hours prior the scheduled pickup time via our website or email to [email protected]. All change requests are not considered valid until a representative of Upper Travel confirms receipt of the same in writing. The date on which the request is received by Upper Travel will determine the change fees applicable.
The transport service price might change depending on the changes requested. On that case, the new price will be communicated to you, and the new transfer details will be in effect once there is payment confirmation of the new price where applicable. If the new transfer price is higher you should give us your consent to charge your card with the additional amount (if any) due to the change request. If the new transfer price is lower, we may partially refund you. We cannot serve any changes to the details of transfers requested within less than 48 hours prior to the scheduled pickup time. In that case the transfer will either be operated as initially booked, or you can proceed with a cancellation request, as per the C.2.3., Traveler Cancellation & Refund Policy.
C.2.5. Complimentary Waiting Time Policy
We offer the following complimentary waiting times, depending on the type of the transport service booked:
a) Airports: 60 minutes
b) Ports, Train Stations, Bus Stations:20 minutes
c) Other pickup locations (e.g. Hotels, BnB’s, Marinas): 15 minutes
The complimentary waiting time starts counting from the scheduled pickup time. Our Driver/Chauffeur will be waiting for you at the pickup location at the time that is scheduled in your booking order so you must make sure that you show up in time, in order to avoid as being marked as a non-show where all the Terms of the C.2.6. Travelers’ No – Show Policy shall apply. The driver will be monitoring your arrival and will meet you on time even if there is a delay. When that time expires, we will call you to ask whether you need more time.
For the above a) and b) pickups where the scheduled pickup time is other than the flight/ship/train/bus arrival time and the flight/ship/train/bus is delayed and expected later than the scheduled pickup time, we will inform you whether we can operate the transfer and for any additional cost, so the new arrival time becomes the new pickup time. For the a) and b) pickups where the pickup time is the flight/ship/train/bus arrival time and the flight/ship/train/bus arrives earlier than the scheduled time, the scheduled pickup time remains the initial scheduled pickup time. You may request an extra waiting time, and if we can accommodate it, you will be informed for the extra fee that will be charged to you.
C.2.6. Traveler No-Show Policy
No-Show is defined as a Traveler not being at the pickup location by the end of the complimentary waiting time as per C.2.5. If you are not at the pickup location at the scheduled pickup time, and the pickup location is as C.2.5. a) and b) or C.2.5. c), our representative or driver/chauffeur will try to contact you via SMS/iMessage/WhatsApp or to call you on your mobile phone 15minutes or 5 minutes before the end of the complimentary time, respectively. By the end of your complimentary waiting time, the following will happen:
- If you have not been replied, we have to “release” the Driver/Chauffeur. In this case, the transfer is marked as No-Show and non-refundable cancellation, resulting in a 100% cancellation fee and no refund to the traveler.
- If you have been replied and you have asked for extra waiting time, and if we can accommodate it, you will be informed for the extra fee that will be charged to you and we will contact the Driver waiting for you.
C.2.7. Luggage Allowance Policy
When booking your transport service, you are requested to declare the number of pieces of luggage you will be carrying with you. One piece of luggage is considered to be:
- A medium to large sized backpack (<25lt)
- An average suitcase, whether it’s a carry-on or checked-in type (<100lt)
Should you carry any additional items such as extra-large suitcases (>100 lt.), strollers, pet carriers, sports equipment, wheelchairs, scooters, musical instruments, boxes, bulky, etc. you must declare one piece of luggage for each one of those items and add a note to the booking describing them. We have to do this in order to safely and legally accommodate your baggage in the appropriate vehicle-type and ensure your comfort and safety during the transfer. Should you fail to notify us, you will be liable for any additional costs incurred. In any case if the above do not fit in the assigned vehicles will be an extra charge, which you will be informed and agreed.
C.2.8. Driver’s Hours and Regulations
In compliance with Greek law, the following regulations apply to the driver’s working hours, depending on the type of vehicle:
- Maximum Continuous Driving Time: A single ride or journey must not exceed 4.5 hours of continuous driving, after which a mandatory break of at least 45 minutes is required.
- Daily Driving Limit: Total driving time must not exceed 10 hours per day.
- Working Day Limit: The driver’s working day must not exceed a total of 13 consecutive hours.
- Overnight Rest Requirements: Drivers are required to adhere to an 11-hour overnight rest period in full to ensure safety and compliance with regulations.
These guidelines are strictly followed to ensure the safety and comfort of all passengers and the well-being of our drivers.
C.2.9. Upper’s Changes, Cancellations and Refund Policy
Upper Travel reserves the right to make changes, substitutions or cancel a Transport Service if deemed necessary in order to meet unexpected situations. If we have to cancel your transfer will provide you with the following alternatives:
- Travelers will re-book at the earliest possible time at its convenience
- Provide you with full refund of all monies paid minus possible expenses that evidentially incurred to Upper Travel.
In all two cases, compensation will be paid as detailed in clause E.3.1 below unless the change occurs as a result of circumstances beyond our control where clause E.3.2 will apply.
C.2.10. Travelers’ Rights, Obligations, Representations, Consent, and Warranties
C.2.10.1. Signing of Service Agreement. Upon meeting the Driver/Chauffeur, you will be required to sign a Car Rental with Driver Agreement, as per section C.2.1.2.b, in compliance with Greek law.
C.2.10.2. Contact During Service: If you need to contact us during the complimentary waiting period or at any time during the execution of the transport service, you can reach us via our Official Customer Support WhatsApp Line at +30 695 6655 501.
C.2.10.3. Driver Notification Messages: You may receive a message on your mobile phone via SMS, iMessage, WhatsApp when your driver arrives at the pickup location and another message upon the completion of the service provided. Please reply to these messages promptly to acknowledge your Service once you have met our staff.
D. Terms & Conditions For The Tour Packages
D.1. Description of Tours & Trips Services
D.1.1. Upper offers a wide range of travel-related services, including but not limited to guided tours, non-guided tours, Tailor-made tours and travel experiences, trips, excursions, activities and visits, accommodation, ticketing, and other related offerings for travelers.
D.1.2. We do not operate in every location or city in Greece. To confirm if we can serve your destination, you must contact us to inquire and verify availability.
D.1.3. Some standard tours are described on our website and in the company’s current brochures and are valid for the time periods specified therein. Other tours are not listed on our website but are offered as tailor-made tours based on the customer’s preferences.
D.1.4. Detailed information about each tour package (e.g., destinations, duration, times, itinerary, inclusions, exclusions, etc.) is available on our website and in the specific tour package details.
D.1.5. The tour packages available for booking through our website include guided tours, tailor-made tours, trips, and experiences, which may be of different durations, such as half-day, full-day, or multi-day, unless otherwise agreed.
D.1.6. Some tour packages include walking tours, while others involve private transportation or a combination of both. For tours that include transport services, the terms outlined in this document will apply unless specified otherwise.
D.1.7. Professional Licensed Tour Guides: For archaeological sites and museums, we provide Professional State-Licensed Tour Guides, who are graduates of the official Greek State School of Tourist Guides under the Ministry of Tourism. We can arrange for licensed guides in your preferred language, with options in approximately 15 languages.
D.1.8. Drivers/Chauffeurs: Our Drivers are English-speaking and highly knowledgeable about the places you visit. However, they are not permitted to guide you within archaeological sites or museums. Only State-Licensed Tour Guides are authorized to provide in-depth historical information in these locations.
D.1.9. Local Experts & Guides: For specialized travel experiences, such as culinary tours, food tours, wine tours, and similar activities, we provide English-speaking Local Expert Guides with expertise in their respective fields.
D.1.10. For tailor-made tours, we can include accommodation, dining options, airport assistance, and other related services. These offerings will be detailed in a comprehensive proposal /itinerary and quotation.
D.2. Policies of the Tours and Trips Services (Tour Package)
D.2.1. Booking Process Policy
D.2.1.1. To book your Tour Package, you are required to provide the following information:
- Personal and contact details: Full name, surname, email address, and mobile phone number.
- Trip details: Pick-up/drop-off location, dates, starting time, selected tour.
- Travel information: Flight, ferry, or cruise number if arriving by airplane or ship, accommodation details, and any other information relevant to your trip.
- Passenger and luggage details: The number of participants and pieces of luggage, so we can arrange the appropriate vehicle for your needs.
- Special requirements: child seats, wheelchair, health concerns, accessibility issues, etc.
- Payment Method: You have to select your preferred method of payment.
- You must accept our Terms and Conditions and Privacy Policy to complete your booking with us.
D.2.1.2. Bookings
Bookings can be made:
a) By submitting a completed booking request form for a specific or standard product (including its Product ID) as described on our website.
b) By submitting a completed booking request form for a tailor-made (custom) Tour Package, or by sending us an inquiry email describing your needs.
Important: The submission of a booking request form or email constitutes a request for booking, not an immediate confirmation or finalized booking. All booking requests are subject to availability. We will evaluate whether we can fulfill the requested service in its entirety or if there are grounds for rejection, in accordance with the provisions of these Terms.
Requested Bookings
Upon receipt of a booking request form or inquiry email, we will:
- Process Your Request: We will evaluate your request and contact you for confirmation. You will receive a detailed proposal/itinerary and a quotation for the requested services, along with a Booking Reference Number.
- Acceptance and Payment: Once you accept our offer, you must proceed with payment in accordance with Articles D.2.2. and E.4. Payment must be completed to secure your reservation.
- Confirmation: After payment, we will send you a booking confirmation email, along with a receipt for the payment transaction. The confirmation email indicating receipt of your booking will outline the total price, as described in article D.2.2.
- Final Confirmation: After full payment, participants will receive a complete itinerary and voucher with confirmed accommodation, transportation details, and activity schedules and the receipt for the payment transaction.
D.2.1.3. The completion of the booking process along with the acknowledgement email we send to you, does not constitute our acceptance of your request to book a tour package with us. Our acceptance of your booking to provide you with a Tou Package, will take place only when we receive full payment from you as outlined in the Article D.2.2.
D.2.1.4. Invoicing Process for Tour Packages. The invoicing process for Tour Packages depends on the nature of the service: a) For some services, the invoice/receipt will be issued on the same day of the execution and completion. b) For other services, the invoice/receipt will be issued on the day full payment is received from the customer, regardless of the service execution or the provision date. Legal entities should provide us with the Company full name, Tax ID/VAT and address. Individuals should provide us with their full name and their billing address.
D.2.1.5. We reserve the right to decline a booking order for any reason, including legal and regulatory reasons. If we cannot provide you with the transport service, we will not process your order, we will inform you as soon as possible and, if you have already paid for the products we cannot deliver, we will refund you in full in a timely manner.
D.2.1.6. You are solely responsible for providing accurate and truthful personal data when booking a service with us. If you have submitted incorrect information, you will be held accountable if discrepancies arise when checks conducted by the Greek Authorities during the performance of the Services.
D.2.1.7.At the time of booking, Participants of Tour Packages will be required to share, if they are in good health and do not suffer from minor or serious physical or mental illnesses, dysfunctions or disabilities that would expose them to the risk of damage or activity limitations during the performance of activities offered by Upper Travel, or/and if they suffer from any medical condition which may prevent them from undertaking the tour, including, but not limited to, epilepsy, dizziness, limb or back injury, angina or other heart condition, food allergy, dietary requirements or restrictions, severe or uncontrolled asthma, visual impairment, depression or recovering from recent surgery.
D.2.1.8. You represent and warrant that you are the legitimate holder or have the legal right to use the payment card or account details provided to us and that sufficient funds are available to cover the cost of the service. We may proceed (however, are not obliged to) in an examination process of the payment details you provide us with when choosing credit card as a payment method or via online providers. In case an error, misleading statement or other problem occurs, we may, at our sole discretion reject your order.
D.2.1.9. Eligibility for Bookings. Bookings and participation in Tour Packages are permitted only for individuals aged eighteen (18) or older. Minors are allowed to participate only if accompanied by individuals who have parental authority or written supervisory responsibility over them.
D.2.1.10. Review of Booking Details. Travelers are advised to carefully review all booking details and immediately notify Upper Travel of any errors or discrepancies.
D.2.1.11. Please note that requests regarding your preferred language for the tour guide in private guided tours with multilingual options are subject to availability. We will inform you of other available options if your preference cannot be accommodated.
D.2.2. Price Policy, Payment Terms & Surcharges
D.2.2.1. Deposits and Payments for Tour Packages
- To secure your booking, a 30% non-refundable deposit of the total cost is required as a down payment. Deposits must be paid at the time of booking and are necessary in order to confirm our services.
- The Remaining Balance (70%) of the total cost must be paid no later than 30 days before the commencement of the agreed service.
- Late Payment of the Remaining Balance: If the remaining balance is not paid by the due date, and the customer fails to inform us or respond to payment reminders, we reserve the right to cancel the reservation without issuing a refund.
D.2.2.2. In case of special arrangements for Tour Packages we reserve the right to alternate the payment and/or the cancellation terms. This will be noted on our proposal/quotation and/or on our proforma invoice. Payment terms noted on a proforma invoice are valid for the per se booking and overrule only the payment terms stated on this document.
D.2.2.3. Base Price is defined as the starting price for any Tour Package. Base Price provided for Tours can be either on a per group basis or on a per person basis. The Base Price includes all local taxes, the cost of any products and services indicated in the Tour Packages, excluding any upgrades and/or extra services. Total Invoiced Price is defined as the sum of the Base Price plus any surcharge of extra/additional service that the traveler may request to add. The extra charge of the above services shall be directly paid by the Traveler, in addition to the Base Price. If you are in doubt whether something is included in the Base Price of the Tour, please inquire.
D.2.2.4. For all Tour Package requests and bookings made and confirmed 30days before the date of the service we require a 100% non-refundable payment in full.
D.2.2.5. All other General Price Policies, Payment Terms and methods according to article E.4.
D.2.3. Traveler Cancellation and Refund Policy
D.2.3.1. To organize and carry out the Tour Packages and to offer the proposed services, Upper Travel pays in advance and beforehand considerable amounts of money and undertakes specific compensation obligations in the event of cancellations, either in whole or in part.
D.2.3.2. You have the right to cancel a Tour Package already booked with us, at any time by contacting in writing either via the website or via email to [email protected]. All cancellation requests are not considered valid until a representative of Upper Travel confirms receipt of the same in writing. The date on which the request is received by Upper Travel will determine the cancellation fees applicable. If you do not receive a written response within 48 hours of sending your request, please call us to ensure that your email was not diverted to our spam or junk folder or did not go through.
D.2.3.3. Cancellation and refund policy is as follows:
a. Standard Tour Packages, Multi-Day Trips & Tailor-made
- up to 30 days before the scheduled time of the tour: 70% refund
- up to 29 – 20 days before the scheduled time of the tour: 50% refund
- up to 19 days before the scheduled time of the tour or no show: 0% refund,
b. Tickets, hotels, restaurants, (purchased independently or as part of a Tour Package)
- Ferry, cruise, bus, rail tickets: Non-refundable
- Hotels: As per cancellation policy of each hotel or otherwise specified
- Restaurants: Non-refundable (Tour packages that include menu and reservations)
- Archaeological Sites and Museums: Non-refundable
All Tour Package bookings confirmed 30-days before the date of the service we require a 100% non-refundable payment in full.
All cancellations must be made by 11:59:59 PM on the appropriate day to qualify for a refund under the above terms.
D.2.3.4. Due to the nature of certain specialized Tour Packages, a different cancellation policy may apply to specific occasions, such as Tour Packages for Corporates and similar offerings. In such cases, the applicable cancellation and refund terms, if different, will be stated in your offer/quotation/proforma invoice and take precedence over those terms mentioned in the article D.2.3.
D.2.3.5. In the event of cancellation of a Tour Package by the Traveler, Upper may charge the Traveler’s credit card with the amount of the cancellation fee (in accordance with the cancellation policy applicable to the particular reservation) without requiring the credit card holder’s approval or signature.
D.2.3.6. The aforementioned cancellation fees shall not limit the Company’s right to claim further compensation for any direct or indirect damages incurred due to the cancellation, including but not limited to loss of profit and costs or expenses of any nature.
D.2.3.7. Refunds will be processed within four (4) weeks from the cancellation date. For cancellations initiated by the customer, a 4% commission of the total amount will be deducted for credit card refunds. If the service is canceled by the Company, no commission will be deducted, and you will be entitled to a full refund.
D.2.4. Traveler Change Request Policy
D.2.4.1. If you want to change the Tour Package you have booked in any way you must inform us in writing as soon as possible. We will try to help you, although we cannot guarantee that we will always be able to do this as changes are subject to availability at the time.
D.2.4.2. Where we can make a change, we will charge for any additional services, facilities, or other items changed, at the price which applies on the day the change is made. We do not charge a rate for changes.
D.2.4.3. Any change to booked 3rd party transportation (by air, ferry, rail, bus, road), either purchased independently or as part of a Tour, will be subject to any applicable rebooking or cancellation fee as defined by the relevant third party regardless of the date the change request is made.
D.2.4.4. Any change to accommodation (hotel, BnB, or other) either purchased independently or as part of a Tour Package, will be subject to any applicable rebooking or cancellation fee as defined by the accommodation supplier (hotel, BnB, or other).
D.2.4.5. Any change regarding the pre-paid entry tickets to Archaeological Sites and Museums either purchased independently or as part of a Tour Package, will be subject to any applicable rebooking or cancellation fee as defined by the supplier/organization.
D.2.5. Upper’s Changes, Cancellations and Refunds Policy
Upper Travel reserves the right to make changes, substitutions or cancel a Tour Package if deemed necessary in order to meet unexpected situations as follows:
D.2.5.1. Upper’s Change and Refund Policy
We reserve the right to change your arrangements before the Tour Package as following:
D.2.5.1.1. We aim to provide all the services that have been confirmed to you. However, due to the dynamic nature of tours, we kindly ask for your flexibility in accommodating potential changes, which may occasionally need to be made even at the last minute and without prior notice.
In most cases, such changes will be considered minor adjustments aimed at ensuring the best possible experience. Please note that certain itineraries include Tour Guides, and these may also be subject to change.
In the event that your assigned Tour Guide is unable to perform the tour due to sudden illness, accident, injury, or any serious personal issue:
- You will be promptly informed of the situation.
- We will reassign another available Tour Guide who speaks your preferred language.
- If no Tour Guide in your preferred language is available, we will notify you of alternative options and work to accommodate your preferences as best as possible.
However, if we consider them a “Major Change” we will advise you as soon as possible. A Major Change includes, by way of example, a major change of destination arising as a result of circumstances beyond our control. Upper is not in a position to foresee or influence situations which are beyond its control and which may result in cancellation of any Tour Package or of specific services, activities and visits, included therein, or in damage due to the non-performance or the incomplete performance of the agreed services referred to in the Tour Packages.
D.2.5.1.2. In the case of a Major Change before the tour we will provide you with the following alternatives:
A. Alternative arrangements of an equivalent or of a very similar standard and price, if available, or
B. Alternative arrangements of a lower standard together with a refund of the difference in price
or
C. Cancellation of the tour package with a full refund of all monies paid minus possible expenses that evidentially incurred to Upper Travel.
In all three cases, compensation will be paid as detailed in clause E.3.1. below unless the change occurs as a result of circumstances beyond our control where clause E.3.2. will apply.
D.2.5.2. Upper’s Cancellation and Refund Policy
We reserve the right to cancel your arrangements before the date of the tour package as following:
D.2.5.2.1. In the unlikely event we need to cancel arrangements we will inform you as soon as possible. However, we will not cancel your arrangements less than 7 days before the tour unless it is for a reason outside our control as provided in clause E.3.
D.2.5.2.2. If we have to cancel your tour package arrangements, we will provide you with the following alternatives:
a. alternative arrangements of an equivalent or of a very similar standard and price, if available, or
b. alternative arrangements of a lower standard together with a refund of the difference in price; or
c. Cancellation of the tour package with a full refund of all monies paid minus possible expenses that evidentially incurred to Upper Travel.
In all three cases, compensation will be paid as detailed in clause E.3.1. below unless the change occurs as a result of circumstances beyond our control where clause E.3.2. will apply or we cancel as a result of your failure to pay your booking remaining balance as clause D.2.2.1.
D.2.6. Travelers’ Rights, Obligations, Representations, Consent, and Warranties
D.2.6.1. Performance & Execution of Tour Packages
Booking a tour package with us means that the driver/chauffeur, tour guide, local expert, or any third party involved will be the person(s) meeting you to commence your Tour Package.
Check-In and Check-Out:
- Check-in Confirmation: We provide two convenient digital and a manual method for confirming your daily check-in and check-out. These methods ensure that our staff meets the correct customer and its group, and vice versa. Following this procedure is mandatory to initiate the service. If the customer refuses to follow either the digital or manual procedure, we reserve the right to cancel the service without issuing a refund.
- Adherence to Schedule: Participants are required to adhere to the starting time and to the meeting point of the tour package as indicated on their offer, voucher, or reservation. If you are delayed for any reason, please inform us as soon as possible. However, the duration of the tour cannot be extended unless circumstances allow it.
- No-Show: If a participant fails to show up, the tour package will not be executed, and no refund will be provided.
Digital & Manual Check-In and Check-Out (Preferred Options):
a) Via WhatsApp (or SMS/iMessage):
- At the start of your daily service, you will receive a message from Upper Travel Customer Support Line via WhatsApp (or SMS/iMessage) to confirm your check-in and acknowledge that you have met our staff to begin your service.
- Please reply to these messages promptly to acknowledge your check-in once you have met our staff.
- You may also receive a check-out message at the end of the service to confirm completion.
- If no response is received within 30 minutes of the scheduled service time, we will consider the check-in and check-out being completed as planned.
b) Via QR Code:
- At the start of the service, our staff will provide you with a QR code to scan using your mobile device.
- The QR code will direct you to a simple confirmation form including your Booking details, where you can confirm your check-in and acknowledge meeting our staff to begin the service.
- You may also receive a check-out message at the end of the service to confirm completion.
- If no response is received within 30 minutes of the scheduled service time, we will consider the check-in and check-out being completed as planned.
c) Confirmation Form with ID/Passport of the Customer. If you are unable to use the digital methods above, a manual process will be used:
- You will be asked to complete and sign a document confirming your check-in and acknowledging that you have met our staff (employees or third-party) to begin the service.
- The form will require you to confirm the details of your tour package, fill in your full name, and provide your ID/passport number solely for identification purposes. This completed form should be given to our staff.
Privacy Consent: By completing the manual process, you consent to the use of the signed document for the sole purpose of verifying service delivery and check-in/out confirmation. All information will be handled securely and will not be shared externally.
D.2.6.2. Scheduled Tours with Specific Appointments (Time Slots).
This service involves meeting our local tour guides on-site at various locations across Greece. If transportation is included or not included in your package (e.g., self-driving), you are fully responsible for arriving on time at the specified meeting point or location.
- Fixed Appointments: Once your tour appointment is confirmed, it is fixed and cannot be altered in your itinerary.
- Late Arrivals: If you are delayed for any reason, please inform us as soon as possible. However, the duration of the tour cannot be extended unless circumstances allow it. For example, if your scheduled time slot is 09:00–11:00 (2 hours) and you arrive at 09:30, the tour will still conclude at 11:00.
- Admission Tickets and Time Slots: Some tours may include admission tickets with specific time slots. If your delay impacts on the time allocated for entry and your tickets become invalid, we are not responsible for issuing new tickets or providing compensation. You will need to purchase new tickets on-site at your own expense.
- Schedule Modifications: If you wish to adjust your schedule, kindly notify us at your earliest convenience. While we will make every effort to accommodate your request, changes are subject to availability and cannot be guaranteed.
D.2.6.3. Archaeological Sites & Museums Visits
a) Acropolis of Athens (Time Slot Rules): For visits to the Acropolis using e-tickets, entrance is only permitted during the selected time slot. Once you get inside, you may stay as long as you wish.
- Entry is allowed 15 minutes before the commencement of the selected time slot and 15 minutes after your selected time slot. Example: For a 10:00–11:00 time slot, you can enter between 09:45 and 11:15.
- If you arrive after 11:15, your ticket will no longer be valid. If a delay causes you to miss your allocated entry time, you must purchase new tickets on-site at your own expense. We are not responsible for issuing new tickets or providing compensation.
b) Other Archaeological Sites & Museums: For some sites using e-tickets, entrance is similarly restricted to the selected time slot.
D.2.6.4. Acropolis Tickets and Other Sites Regulations
- According to Greek law (Ministry of Tourism), “Skip the Line” or “Priority Tickets” for Acropolis entry do not exist. It is illegal to sell, advertise, or promise such tickets.
- Prepaid Admission Tickets: We provide prepaid admission tickets valid for a specific time slot.
- Time Slot Changes: Time slots can be adjusted up to 24 hours before the scheduled entry time via the Ministry of Culture’s official B2B online ticketing system. We cannot guarantee availability for alternate time slots if changes are requested. If the customer wishes to change its time slot within 24 hours of the scheduled tour, new tickets must be issued at the customer’s expense.
- Changes to Time Slots by Us: We reserve the right to adjust confirmed time slots if deemed necessary to enhance the tour experience for our customers.
D.2.6.5. In order to participate to certain Tour Packages, Participants may be required to agree to and sign an appropriate release of liability agreement. Participants acknowledge and accept the risks associated with activities, especially those that are adventurous in nature. Every participant should complete, sign, and submit its own agreement prior to the commencement date of the relevant program. Failure to comply will result in the cancellation of the Participant’s reservation without refund or credit.
D.2.6.6. You will be asked to email us the full names of all participants and the ID or Passport number of the lead traveler after the full payment has been completed.
D.2.6.7. Note: During local or national holidays, certain facilities such as museums, sightseeing tours and shopping may be limited.
E. General Terms of Services (Transport Services & Tour Packages)
E.1. Insurance Policy
E.1.1. Company’s Insurance
Allianz Hellas Insurance Company S.A. certifies that “Upper Travel P.C.” is insured by our company against Third Party Liability for Bodily Injuries or Death or Material Damage to third parties, which may occur during organized activities, e.g. Tour Packages in Greece by the insured and which are caused by negligent acts or negligent omissions of the insured, according to the terms and conditions of our contract/policy No 137557.
E.1.2. Personal Insurance
Upper Travel P.C. does not include personal travel insurance with its services. Upper is not responsible for customers traveling uninsured. It is your responsibility to take out appropriate travel insurance. Upper recommends that customers purchase individually their own travel insurance covering cancellations, medical expenses, and activities, etc. We advise that you check your travel insurance contract in order to determine whether you are covered and to clarify what your travel insurance covers in the case of trips abroad. Although Upper Travel and its representatives will always strive to ensure safe and enjoyable completion of their organized activities, cannot be held responsible for the personal safety and health of travelers. Each traveler shall be fully responsible for his/her personal health, medical needs and safety.
Upper Travel P.C. is not responsible or liable for loss, damage or theft of luggage or personal belongings, illness, personal injury, disappointments or frustrations while on tour, transfer or on any other organized activity, nor is Upper Travel P.C. responsible for any type of trip interruption due to weather and other unforeseen circumstances. To avoid charges for cancellation due to covered reasons, we highly recommend all travelers purchase individually their own comprehensive travel insurance. Upper Travel P.C. will not be held liable for the services provided by 3rd parties and other companies
E.2. Travelers’ Rights, Obligations, Representations, Consent, and Warranties
E.2.1. You acknowledge and agree to avoid any actions that may compromise road or passenger safety. Specifically, you warrant and represent that during the Services you will:
- Act decently and courteously, avoiding inappropriate, abusive, provocative, or threatening behavior.
- Ensure that children, animals, and objects being transferred are handled responsibly.
- Carefully adhere to instructions for traveling with children and infants.
- Follow guidelines for the transport of strollers, luggage, bicycles, and pets.
- Always wear your seatbelt.
- Refrain from smoking or consuming food and drinks inside the vehicle.
- Avoid any actions that may hinder the driver/chauffeur’s ability to operate the vehicle safely.
- Not attempt to board or disembark from the vehicle while it is moving.
- Refrain from opening windows or doors without the driver’s consent.
- Avoid opening or closing the trunk without the driver’s consent.
- Not carry any illegal materials or substances, which are strictly prohibited in our vehicles.
- Whenever the vehicle is stopped, you must take your children out of the vehicle with you. It is your responsibility as a parent or guardian to ensure proper supervision.
E.2.2. If you carry animals (in an appropriate cage/box) and/or objects during the transfer, and the vehicle is damaged, destroyed, or dirtied due to them, you are obligated to cover the cost of any resulting damage.
E.2.3. In any event, the traveler contracting with Upper is responsible for informing its family members or the group of travelers they represent about the details of the Service and these Terms. Travelers participating through third parties bear the same obligations as the representative who registered them for the Service. Upper will provide any relevant information to participants upon request.
E.2.4. Light alcoholic beverages may only be consumed during the journey by people over the age of 18, with full responsibility assumed by the travelers. Upper accepts no responsibility or liability for the consumption of alcohol by you or any member of your party, nor for any consequences that may result. All alcohol consumption is undertaken at your own risk, and you alone shall bear full liability.
E.2.5. Vehicle Damage or Soiling: If you or any member of your party damages or soils the vehicle – interior or exterior, including all fittings and fixtures – you will be liable for all costs incurred to rectify the damage.
E.2.6. Personal Belongings: Please thoroughly check for your personal belongings before exiting the vehicle. If items are left behind, please email us promptly. If the vehicle must return to deliver the item, a fee will be calculated and charged based on the vehicle’s hourly rate. Otherwise, we will contact you to arrange how the item can be returned. Upper accepts no responsibility for any loss or damage to personal belongings. Baggage remains the owner’s responsibility throughout the service unless insured by the traveler. Small items such as coats, wraps, cameras, smartphones, and other hand luggage are entirely under the care of the traveler, who is advised to avoid leaving them in the vehicle. Travelers are solely responsible for their personal belongings and luggage during the service, regardless of the presence or absence of Upper representatives. Upper shall not be held liable for any loss or damage to luggage or its contents.
E.2.7. Participation in our Services may require a minimum physical condition, such that you are in the position to walk uphill or climb stairs. Kindly inform of any medical or physical limitation or if you are undergoing a medical treatment. Upper will not be liable for the personal safety of participants, or for the safety of personal items, nor for unforeseen events and incidents that Upper cannot control, prevent or avoid, including (but not limited to) accidents, pickpocket, thefts and illnesses during any Service. Each participant shall be fully responsible for his/her personal health, medical needs and safety.
E.2.8. Travelers are required to fully respect the tour package itinerary and the instructions of Upper’s drivers, guides or representatives and to arrive on time at the meeting places for the various itinerary services to be carried out (trips, guided visits, excursions, meals, etc.). For their own safety, all Participants must obey the directions and instructions of the Program guide at all times, must not disturb other visitors or interfere with the programs guide’s ability to conduct the program in a safe manner.
E.2.9. Travelers are required to fully compensate Upper for any damage (positive or negative damage, including any loss of profits) sustained by Upper due to their acts or omissions with regard to any Service.
E.2.10. Traveler agrees to pay any and all costs, fees, expenses and charges arising from any act or conduct of Traveler that results in damage or injury to any person. Traveler further agrees to indemnify and hold Upper harmless from and against any such act or conduct.
E.2.11. Travelers’ additional stops request beyond the itinerary will incur additional charges subject to the time and distance involved.
E.2.12. Travelers understand that the tour operator uses third-party vendors for services such as accommodation and local transportation and consent to the terms of these vendors
E.2.13. By booking a service with us, you acknowledge and consent that, for operational purposes, we may share your mobile phone number with our employees (drivers, guides, etc.) or third-party/external partners. This allows communication via phone calls, messages.
E.2.14. Travelers must report at designated meeting points and times as mentioned in the itinerary. The company will not be liable for delays caused by late arrivals.
E.2.15. Consistency in Communication Details. As described in article B.
E.2.16. GPS Tracking Consent & Data Usage Privacy: Our vehicles are equipped with GPS systems to protect our assets from theft, optimize our services, and prioritize customer safety. By booking with us, you acknowledge and consent to the use of GPS tracking systems in our vehicles. This data is collected solely for internal documentation and operational purposes. The data from GPS systems will not be shared publicly without your explicit consent. However, we reserve the right to share this data with governmental authorities, public services, insurance companies or in legal or financial disputes if required. Your privacy is our priority, and all data is handled in compliance with relevant regulations. For more information, please refer to Privacy Policy here.
E.2.17. Media Consent. Travelers consent to the use of photographs or videos captured by our staff (including drivers, guides, and other representatives) during the Service for promotional and marketing purposes. This consent is granted unless the Traveler explicitly notifies the Company prior to the commencement of the tour that they do not wish to have their image used. The Company ensures that such media will be used respectfully and solely for professional purposes, such as advertising, social media, and promotional materials. The Company further guarantees that no images showing the traveler’s face as well as no images of children or any personal sensitive information will be used under any circumstances.
E.2.18. Participants acknowledge and agree that they participate in the Services at their own risk.
E.2.19. To travel to Greece, obtaining visas, permits, and any other required travel documentation is the sole responsibility of the Customer.
E.2.20. If you are carrying any broken, opened, or damaged luggage (e.g., suitcases), you must inform our driver upon meeting and before loading the items into the vehicle. Please note that we will not be liable for any further impact or damage to your personal belongings.
E.2.21. Know Before You Visit: Certain sites (such as archaeological sites, monasteries, historic areas, natural viewpoints, etc) may involve uneven terrain, steps, stairs, heights, or cobblestone paths. Guests are advised to wear appropriate footwear and exercise caution. Participants are responsible for assessing their own physical ability to take part in the activities. To ensure a comfortable and respectful experience, please take note of the following recommendations and requirements before your visit: Wear comfortable clothing and a hat, along with anti-slip athletic walking footwear to navigate various terrains. Don’t forget sunscreen and sunglasses for sun protection. Monastery Dress Code: Visitors are required to adhere to a modest dress code when entering the monasteries: Men: Must wear trousers and Women: Must wear long dresses or skirts (trousers are not permitted for women). At some monasteries, skirts and wraps may be available at the entrance if needed.
E.3. Upper’s Rights, Obligations and Limitation of Liability
E.3.1. If the Service or part of it you have booked fails to be provided by us or our suppliers we will pay you compensation. Our liability to you shall be limited to a maximum of the cost payable to us by you for your Service. Compensation will be paid within thirty (30) days following the date the Service was scheduled for.
E.3.2. We will not be liable where any failure in the performance of the Service is due to:
E.3.2.1. you; or
E.3.2.2. a third party (e.g., accommodations, transport providers, tour guides, wineries, etc.) connected or unconnected with the provision of the Service arrangements and where the failure is unforeseeable or unavoidable; or
E.3.2.3. unusual and unexpected situations and/or events of force majeure, including (but not limited to) inclement weather, any operational capacity reasons, vehicle breakdowns, insufficient program participation, circumstances beyond Upper Travel’s control such as strikes, accidents, diseases, lockouts, illnesses, road closures, lockdowns, riots, wars, whether declared or undeclared, hostilities, civil disturbances, acts of God, acts of governments or other authorities, thefts, pilferage, pandemics, embargos, epidemics, earthquakes, quarantines, custom regulations, fires, toxic pollution or any other emergency, delays, or cancellations of or changes in itinerary or schedules or from any causes beyond Upper Travel’s control.
E.3.3. Upper Travel reserves the right to add, withdraw, substitute and/or vary advertised tours, prices and other details for any of its Services without notice. However, reasonable efforts will be made to maintain arrangements as advertised.
E.3.4. Please note that local conditions in Greece may differ from those in other countries. The condition of some streets, particularly in the historical center of Athens, archaeological sites, and museums, may pose accessibility challenges for individuals with special needs or for vehicles. Access for people with special needs cannot be guaranteed, and public areas may not be fully accessible.
E.3.5. In any event, Upper does not, and cannot, exercise direct control over third parties and it cannot, therefore, be held liable for any wrongdoings and omissions by any third parties unrelated to the provision of the services, and any collaborators thereof, as well as for any emergencies such as cancellations, delays or changes in the itineraries of various transport means (airplanes, boats, buses, trains, etc.) due to causes as detailed in the clause E.3.2.2.
E.3.6. Services may include optional services offered in collaboration with third parties. Upper shall not be liable for any of these optional/additional services or activities, which are not organized by Upper but are only proposed by it. The prices for such optional services offered are determined by the third parties offering such optional services and may vary from time to time.
E.3.7. Upper may, for a certain period of time or for a limited offer, offer specific Services at more favorable prices, under special cancellation terms. Any such offer by Upper does not entitle other Travelers to claim a similar discount or to cancel their participation without paying the cancellation fee foreseen.
E.3.8. Upper may offer special Services at special prices or at discount prices and under special terms and conditions. In such cases, booking the Service may require full payment in advance and providing for different cancellation periods or other conditions that may be less favorable to the Traveler than ordinary conditions. Cancellation or any change may also not be possible in case of special offers, and cancellation may result in payment of the entire cancellation fee.
E.3.9. In the event that the vehicle type you have booked is unavailable, we will upgrade you at no additional cost (e.g., Sedan > SUV > Minivan > Van > Minibus > Bus/Coach). If the specific brand or category of vehicle you have booked is unavailable, we will provide a vehicle within the same category but of a different brand.
E.3.10. Our Chauffeurs/Drivers are very knowledgeable regarding the places of visit but will not guide you inside the archaeological sites and museums. A State-Licensed Tourist Guide is eligible to escort you and give you more and in depth information regarding historic facts. If you would like to include a licensed tourist guide, please let us know.
E.3.11. Upper undertakes to respect the Services (Tour Package itinerary) as indicated in the description of each Service. It may, however, make changes to the itinerary, to the extent that it considers this to be appropriate in order to overcome any technical problems or unforeseen difficulties. Provided that the changes made to the itinerary described have been communicated in any clearly understood manner to the Traveler, Upper shall not be bound by the initial description of the Service (Tour Package itinerary).
E.3.12. All monasteries (e.g., Meteora, etc.) have specific visiting days and hours for winter and summer. We always schedule our tours to align with these times. However, monasteries may occasionally change their visiting hours without prior notice or official announcement. Upper Travel assumes no responsibility for such unexpected changes.
E.3.13. In the case of Food, Culinary, Wine programs, we will make every reasonable effort to meet any nutritional or dietary requirements communicated in advance by Participants. However, given the nature of said tours, we cannot guarantee that all requirements will be met.
E.3.14. We reserve the right to adjust confirmed time slots (as described in the articles D 2.6.2., 2.6.3., 2.6.4.) if necessary to ensure the execution of the tour or to enhance the overall experience for our customers. Any changes will be communicated to the Traveler and every effort will be made to minimize inconvenience while maintaining the quality and integrity of the Service.
E.4. General Price Policy, Payment Terms & Methods
E.4.1. All prices are listed in Euros (€). Prices displayed on our website, where applicable, are valid only for the time period specified. For services without listed prices, customers are required to request a quotation.
E.4.2. In case of special arrangements, we reserve the right to alternate the terms of payment. This will be noted on our financial offer/quotation and/or on our proforma invoice. Payment terms noted on a proforma invoice are valid for the per se booking and overrule the payment terms stated on this document.
E.4.3. Prices are subject to change without notice. Travelers that have already made a purchase are not obliged to pay the difference in case of an increase in prices. Upper is not liable for refunding the difference in the case of price reduction.
E.4.4. We offer the following payment methods: credit card, debit card, digital wallets, PayPal, SEPA, Bank deposit, and cash payments.
E.4.5. The Company facilitates online payments through Stripe, PayPal and Worldline (by Eurobank) e-commerce payment systems. We will send you a personalized encrypted and secure payment link, ensuring that we do not have access to your credit/debit card information. Payment processing services on the Services are provided by Stripe and Wordline and are subject to their Connected Account Agreement, which includes their Terms of Service. You agree to be bound by their Services Agreement, as may be modified by them from time to time. As a condition of enabling payment processing services through them, you agree to provide us with accurate and complete information about you and your business, and you authorize us to share it and transaction information related to your use of the payment processing services provided by Stripe, PayPal or Worldline.
E.4.6. Payments can be made by credit/debit card via our website or through a personalized payment link provided to you. We accept the following payment methods: Visa, Mastercard, American Express, Maestro, Apple Pay, Google Pay, Klarna (where available), Link Stripe and other supported methods.
E.4.7. If online booking and payment is not a preferred option, please contact us to arrange an alternative payment method via Bank Wire Transfer or cash upon arrival.
E.4.8. Payment of deposits and final payments can be made by direct credit transfer into our bank accounts. Please note that if a credit transfer incurs bank charges they will have to be covered by you.
E.4.9. All bookings are not considered confirmed until they have been paid for in full.
E.4.10. It should be noted that, due to the various factors affecting the determination of the Price, which are beyond Upper’s control and for which Upper may not be held liable in any manner whatsoever, Upper may readjust the Prices and inform the Travelers in any appropriate manner. Such changes may occur up to 15 days before the start date of the corresponding Service.
E.4.11. Prices do not include tips, personal expenses, or travel insurance. If in doubt whether something is included in the price of the Service, please inquire.
E.4.12. Where payment or pre-authorized transaction is effected by credit card, the Booking may be automatically cancelled without any notice given to the Customer, in the event that the credit card has no balance or has expired.
E.5. Complaints and Disputes and Resolutions
E.5.1. Immediate Reporting of Complaints (On-the-Spot)
- During the performance of any Service, Travelers must report any complaints immediately on the spot to Upper’s representative.
- If no representative is present or unable to resolve the issue, Travelers must report complaints directly to Upper via the Official Customer Support WhatsApp Line at +30 695 6655 501.
- All complaints must be submitted in writing at the time of reporting. Upper’s representative shall note on the same its comments on the issue.
E.5.2. Resolution of Unresolved Complaints
- If the issue cannot be resolved on the spot, the Traveler must submit the complaint to Upper in writing within forty-eight (48) hours of the Service completion date and time.
- Complaints should be accompanied by relevant documents or evidence supporting the claim.
E.5.3. Deadline for Filing Complaints.
Complaints submitted after the forty-eight (48) hour period will not be considered, and Upper will have no obligation to respond to such claims, chargebacks, financial disputes, or any other type of complaint/dispute. Moreover, no refund request can be accepted.
E.5.4 Compensation Limitations. Any compensation for failure to provide a Service will not exceed the value of the specific Service in question.
E.5.5. Dispute Resolution Options
E.5.5.1. Amicable Settlement: Upper encourages Travelers to resolve disputes amicably through direct communication. The Company’s customer support team will make every effort to address and resolve complaints promptly.
E.5.5.2. Travelers may request mediation, a neutral third-party process, to help parties reach a mutually satisfactory agreement without resorting to legal proceedings.
E.5.5.3. If all other dispute resolution options fail, Travelers and the Company agree that disputes may be resolved through the Greek courts, in accordance with the applicable laws and jurisdiction governing the agreement, as outlined in Article E.10 of this document.
E.6. Traveler Opinions
E.6.1. Eligibility to Provide Reviews: Only Travelers who have utilized a Service are eligible to rate or provide reviews/comments about the Service, including but not limited to drivers, guides, vehicles, accommodations, or any other aspects they consider noteworthy or deserving of positive or negative feedback.
E.6.2. Feedback Process: Upon completion of the Service, the Company sends an email invitation to the Participant, encouraging them to rate and review its experience. Travelers are welcome to provide comments directly to the Company regarding the overall service quality, drivers, guides, transportation, or any other aspect they wish to highlight. Travelers rate the Service using a scale of one (1) to five (5) stars. For ratings of three stars or below, the Traveler must provide an explanation to justify its feedback and clarify any issues encountered.
E.6.3. Publishing Reviews: Travelers are entitled to share their reviews and ratings on public platforms, including social media or websites such as Google and TripAdvisor. The Company reserves the right to take these public ratings/comments into account when assessing its Services and to determine how such feedback is managed internally.
E.6.4 Use of Reviews: The Company does not provide monetary compensation, rewards, or any form of indemnity to Travelers for submitting ratings or feedback. Reviews, ratings, and comments submitted by Travelers may be used at the Company’s sole discretion for marketing, promotional purposes, or internal evaluation to improve the quality of Services offered.
E.7. Amendments To The Terms & Conditions
Upper may amend these Terms and Conditions any time and with immediate effect. If we make amendments, they apply as of the date of its publication on the website. Any use of the website or/and purchase and participation in any of the Services following such amendments means you consent to these amendments.
E.8. Data Protection
Upper processes the data collected via the website in accordance with the relevant Greek and European laws and in particular the General Data Protection Regulation (Regulation 2016/679 EU) and Law 4624/2019. For more information on the processing of the personal data you may find our Privacy Policy here.
E.9. Copyright & Content Ownership
Copyright and any other protected rights pertaining to this website are held by Upper Travel. The content of this website is exclusively owned by Upper Travel, except where third-party ownership is explicitly stated. The name “Upper Travel”, including all its trademarks, logotypes, and any graphic designs depicted on the website are owned by Upper Travel or by third parties. It is prohibited to copy, distribute, transfer, alter, resell, create derivative works, or mislead the public regarding the actual provider of the website content. Any reproduction, re-issue, uploading, announcement, diffusion, or transmission and any other use of the content in any manner whatsoever and with any means whatsoever for commercial or other purposes is permitted only upon Upper Travel’s prior written consent or upon agreement with any other holder of intellectual property rights.
E.10. Governing Law – Jurisdiction
Those who choose to access and use this website do so at their own risk and on their own initiative and are responsible for compliance with all applicable local laws. These terms shall be governed by and construed in accordance with the Greek Government Laws. Any dispute under these terms shall be subject to the exclusive jurisdiction of the Courts of Athens, by using this website, you hereby submit to the jurisdiction of such courts for such purposes and waive any and all objections as to jurisdiction or venue in such court.