Terms & Conditions

October 21, 20262026-10-21 16:10

Last updated: 21 October 2026

These terms apply to every excursion, transfer and service booked through orange-travel.gr, by email, by phone or at our branches. By completing a booking you confirm that you have read and accept them.

1. The organiser

Petra Pondelova, sole proprietorship trading as Orange Travel
Kato Gouves, 70014 Heraklion, Crete, Greece
VAT (ΑΦΜ): 170299801 · G.E.MI.: 143432427000 · GNTO licence (ΜΗΤΕ): 1039E60000247301
Email: info@orange-travel.gr · Tel.: +30 2897 501640 · Mobile: +30 694 202 3122

2. Bookings

  1. Bookings can be made by adults aged 18 or over, who are responsible for all guests in the booking.
  2. A booking is confirmed only when full payment has been received and you have received a confirmation email.
  3. Please check the confirmation carefully. Tell us about any error in names, date, number of guests or pickup point as soon as possible.
  4. Pickup is available only within the area shown on each tour’s map. Guests staying outside it must reach the nearest pickup point at their own cost.

3. Prices and payment

  1. Prices are in euros (€) per person and include VAT. What is included and excluded is listed on each tour page.
  2. Child prices apply to children aged 3–9. Children aged 0–2 travel free and do not occupy a seat with a meal, unless stated otherwise on the tour page.
  3. Local fees named as excluded on the tour page (for example the Kissamos port environmental tax) are paid on site.
  4. Online payment is made by credit or debit card through Stripe, a PCI-DSS certified provider. Orange Travel does not see or store your card details.

4. Right of withdrawal

Excursions and transport services are leisure services provided on a specific date. Under Article 3ι(ιβ) of Greek Law 2251/1994 and Article 16(l) of Directive 2011/83/EU, the 14-day right of withdrawal for online purchases does not apply. Cancellations are governed by section 5.

5. Cancellation and changes by you

  1. Tickets that have been paid are not refundable.
  2. On request, and in serious cases such as illness or another important reason, we can change your booking to a new date, subject to availability. Contact us as early as possible, and at the latest before the pickup time.
  3. Guests who miss the pickup time or do not show up lose the right to a refund or a new date.

6. Cancellation and changes by Orange Travel

  1. We may cancel or change a tour for reasons of force majeure, safety, weather or sea conditions, strikes, or insufficient participation.
  2. If we cancel, you can choose a new date, another tour of equal value, or a full refund to the card you paid with, within 14 days.
  3. If the itinerary changes during the tour for safety or weather reasons, we will offer the closest possible alternative. This does not create a right to compensation.

7. Your obligations during the tour

  1. Be at the pickup point on time and follow the instructions of the guide and driver. We cannot wait for late guests, because this delays the whole group.
  2. Respect the “What to bring”, “Not allowed” and “Not suitable for” notes on each tour page. Guests who do not meet them may be refused participation without refund.
  3. Children must be accompanied by an adult at all times.
  4. Pets are allowed only in a closed carrier, where the tour page allows them. Flammable or dangerous items are not allowed on our vehicles.
  5. Smoking, alcohol and drugs are not allowed in our vehicles.

8. Liability

  1. Orange Travel organises the excursions and transport and works with licensed local partners (boat operators, museums, venues). We remain responsible for the services we sell and will do our best to solve any problem that arises.
  2. We are not liable for loss of money or personal belongings, or for damage caused by force majeure, acts of terrorism, strikes, or by the guest’s own negligence or failure to follow instructions.
  3. Nothing in these terms limits our liability where this is not allowed by Greek or EU law.

9. Insurance

All our vehicles comply with EU safety standards and carry passenger insurance. We recommend personal travel insurance for medical expenses and personal belongings.

10. Complaints

Please tell your guide about any problem during the tour, so we can fix it on the spot. Written complaints can be sent to info@orange-travel.gr; we reply within 2 working days. If we cannot reach a solution, you can contact the Hellenic Consumer Ombudsman (www.synigoroskatanaloti.gr).

11. Personal data

We process your data as described in our Privacy Policy, in accordance with the GDPR (EU) 2016/679.

12. Applicable law

These terms are governed by Greek law. The courts of Heraklion, Crete have jurisdiction, without prejudice to your rights as a consumer to bring a claim in your country of residence.