application № 1
to the Public Agreement
on the provision of leisure services
CONSUMER RULES DURING THE PROVISION OF SERVICES
1. General rules during the tour
1.1. The tourist undertakes to arrive at the starting point of the tour on time and strictly adhere to the schedule of travel along the route drawn up by the accompanying group. The group guide is not obliged to wait for the late tourist. The bus leaves after waiting for 3 minutes, and the tourist is responsible for joining the group.
1.2. Tourists undertake not to harass or violate the rights of the organizers and other members of the group, other third parties by their behaviour, intentional or negligent actions.
1.3. Tourists (legal representatives of tourists) bear full responsibility for damage (harm) caused to third parties, as well as all the risks and all the severity of the consequences that may arise as a result of the actions of tourists.
1.4. Tourists undertake not to take any actions on their own to deviate from the route, lag behind the group, etc.
1.5. We recommend that tourists always have the group leader's phone number at hand (this will make it easier to contact the group in case the tourist gets lost along the route).
1.6. Animals are not allowed on all of our tours.
1.7. The time of the group gathering at the points of the route is set by the group guide. The place and time of departure is announced to the whole group before exiting the bus.
1.8.Before the start of the tour, the tourist undertakes to provide the group guide with information in writing about the circumstances that prevent the possibility of using tourist services, which, in particular, include:
- various kinds of diseases and associated medical contraindications (regarding changes in climatic conditions, different types of movement, peculiarities of national cuisine, the use of medicines, etc.).
1.9. All costs associated with the late arrival of the tourist to the place of the group gathering (the place where the tour starts) or the delay of the tourist when returning from the bus tour after its completion, caused by a violation of the traffic schedule, traffic congestion, emergency situations, the tourist or other customer bears independently.
1.10. Claims to the quality of the tourist product are presented to the group guide in writing within 5 days from the end of the tour and are subject to review within 10 days from the date of receipt. In order to avoid disagreements between the parties, documents confirming the fact of violation of contractual obligations and certified by a representative of the person authorized to provide the contested service are attached to the claims.
1.11. Please arrive for boarding in advance, at least 15 minutes before the departure of the bus.
1.12. At the end of the tour, tourists are disembarked in the same place where the tour began, unless otherwise specified in the itinerary. It is possible to disembark tourists along the road if this is agreed in advance with the accompanying person and does not require a deviation from the route. Tourists are not delivered to any points other than the route.
1.13. Tourists who are under the influence of alcohol, drugs, or other substances are not allowed on the tour.
1.14. The program of the bus tour (excursion) is quite rich. Therefore, we recommend that you carefully study the tour program in order to have time to see everything you wanted in the allotted time. Please note that such tours are very dynamic. This type of tourism is not desirable for people who prefer passive recreation.
1.15. It is necessary to inform the group leader in a timely manner about deteriorating health or injuries.
2. Responsibility for the tourist's delay/removal from the tourist's route
2.1. The presence of a tourist in a state of alcoholic or drug intoxication, which entails an infringement of the rights of other tourists in the group. In such a circumstance it is neccessary to obtain a signed statement from at least three tourists of the group.
2.2. Identification of a suspicion of a tourist's illness, which creates a danger for other tourists in the group or the patient himself.
2.3. A tourist by their actions causing harm to objects of display or accommodation.
2.4. At each stop, the departure time of the bus is negotiated. If the tourist is late, the bus will leave without him. On the route, priority is given to the execution of the program. Therefore, the late tourist catches up with the group on his own and at his own expense.
2.5. A tourist violating the rules of conduct is not allowed to further participate in the excursion. In this case, the tourist or his legal representative will not be entitled to a refund of the tour cost. The tourist or his legal representative pays all additional costs arising from the illegal actions of the tourist.
2.6. A tourist suspended from the tour is obliged to hand over the Audioguide to his group guide at his first request.
3. Confirmation of reservation and seat
3.1. When boarding the bus, you must register with the group leader, who shows the tourist his seat on the bus. The seat on the bus is retained by the tourist throughout the trip.
3.2. As a rule, there are two group leaders and two groups of tourists on the bus. The groups are separated by a central passage. It is important not to change your seat in order to avoid possible disconnection from the group guide.
3.3. To board the bus, the tourist must inform the group leader of his booking number, last name and first name
3.4. The booking confirmation specifies the time and place of departure of the bus, which are strictly adhered to. The maximum waiting time for tourists is 3 minutes, regardless of the reasons for being late. We recommend arriving 15 minutes before the departure time.
4. Rules for the Use of the Audio Guide
4.1. Audiovisual accompaniment of the tour is carried out using an electronic device - an audio guide, in Ukrainian, Russian, English (British and American pronunciation), Polish, German, French, Italian, Spanish, Dutch, Turkish, Chinese, Arabic.
4.2. Upon receipt of the audio guide, you must: leave a deposit of 100 euros, pay for the reservation and check the operation of the audio guide.
4.3. At the end of the use of the audio guide, the visitor returns the audio guide to the group leader in good condition.
4.4. At lunchtime, the audio guide is given to the group leader.
4.5. In case of loss, damage to the audio guide, the visitor shall reimburse the group guide the cost of the audio guide in the equivalent of 100 euros
4.6. The perception of information and the manner in which it is presented through the audio guide is individual and may differ depending on personal preferences and expectations.
5. Rules of conduct for tourists on the bus during the excursion
5.1. Seats on the bus are allocated according to the order of arrival of tourists.
5.2. Tourists' hand luggage is placed in a specially designated area on the top shelf. It is forbidden to place bags or other belongings of tourists in the aisles. For safety reasons, the passage must always be clear.
5.3. Loading/unloading baggage of tourists is not included in the duties of those accompanying the group. They can provide these services exclusively on their own initiative.
5.4. The tourist undertakes to comply with the rules of passenger transportation on the vehicles used on the bus tour.
5.5. Before the start of the bus movement, the tourist must fasten his seatbelt and not unfasten it until the bus stops completely.
5.6. When braking hard, hold onto the handrails (seat armrests).
5.7. While the bus is in motion, it is not allowed to stand or walk in the cabin. You cannot lean out of the window or put your hands out the window.
5.8. In case of signs of motion sickness or nausea, you must immediately inform the group leader.
5.9. You can get up from the seats only after the bus has stopped completely or with the permission of the group leader.
5.10. You should leave the bus carefully, one person at a time, do not crowd.
5.11. Exit the bus through the front door. After leaving, do not disperse, gather in the indicated place and follow the instructions of the group leader.
5.12. The bus provides travel for tourists along the route indicated in the program. In other cases (for example, for the passage of tourists in their free time) the bus is not used.
5.13. The first row of seats to the right of the driver is intended exclusively for group guide work.
5.14. During the transit (along the route) lunch, when the driver leaves the bus and closes it, the cabin is left without passengers.
5.15. For convenience, a garbage bag is provided for each seat.
5.16. The tourist is obliged to carefully handle the equipment on the bus, keep it clean, put garbage in individual bags and throw them away in parking lots.
5.17. In order to maintain cleanliness and order on the bus and to avoid conflict situations on the way associated with smells of food, it is undesirable to eat on the bus.
5.18. Adjustment of the air conditioner in heating or cooling mode is carried out through the group conduit by the bus driver (since the air conditioning system isfor the whole bus, the wishes of the majority of passengers will be will determine the temperature settings).
5.19. Bus tours are a group activity in which strangers (at least at the beginning of the tour) are in close proximity to one another, and their mutual comfort depends on a respectful attitude towards each other. We ask you to keep the bus clean and tidy to show your respect for all tour participants.
6. Prohibited activities on the bus
6.1. For safety reasons and in accordance with European regulations, it is forbidden to stand and move around the cabin while the bus is in motion. Failure to comply with this instruction may result in injury in the event of emergency braking.
6.2. Do not distract the driver while driving.
6.3. It is forbidden to store and open strongly smelling products (canned food, fish, garlic) in the salon, use a perfume with a pungent aroma.
6.4. It is forbidden to eat food in the cabin that may stain it (ice cream, hot dogs with ketchup, etc.). A tourist with such food may be denied boarding the bus. He may also be asked to leave the salon and eat outside.
6.5. On the bus, you should not talk loudly with neighbours or on the phone.
6.6. Drinking alcohol and smoking on the bus is strictly prohibited.
6.7. Do not place heavy items on the shelves above the bus seats, as well as put bags and other luggage in the aisle.
6.8. Make noise or otherwise disturb other passengers.
7. Bus stops during the tour
7.1. The bus tour stops are pre-calculated according to the program and are carried out only at the designated places (except for emergencies).
7.2. Before the departure of the bus from each parking lot, we ask tourists to take their place, thereby freeing the passage. This will allow you to quickly make sure that all tourists are present and will speed up your check-out.
8. Code of Conduct for Walking Tours
8.1. Tourists are allowed to walk tours in appropriate clothing and accessories: closed comfortable shoes, a hat, raincoat, sunglasses, sun cream, insect bite cream, etc.
8.2. The leader during the tour is the group guide. It is necessary to strictly follow the instructions of the group leader, as well as accompanying persons.
8.3. Local traditions and customs, historical and cultural monuments, and nature should be treated with respect. At the end of the excursion, gather at the indicated place and after announcing the end of the excursion, follow the instructions of the group guide.
8.4. Observe other rules of public conduct, safety regulations, requirements and instructions of the group leader, vehicle drivers.
8.5. When crossing a road with a moving vehicle, observe the rules of the road.
8.6. During the excursion, you should be with your excursion group, do not wander. It is not allowed to deviate from the route (paths, paths), approach electric wires, unfenced edges of ravines, cliffs, etc.
9. Rules and obligations of the group leader
9.1. The group guide of the group is an authorized representative of Kyiv Travel on the route, coordinating and ensuring the implementation of the tour program. The group guide is with the group as part of the tour program. In case of delay, lagging behind the tourist from the group, the occurrence of an insured event, loss of documents or things of the tourist or in other circumstances when the tourist cannot continue the trip as part of the group, the priority in the actions of the group guide is to work with the group and adherence to the tour program. The group guide provides possible assistance to the tourist without leaving the group. He can leave the group only if this does not infringe on the interests of the group and does not threaten to change the program.
9.2. Ensuring the implementation of the tour program.
9.3. Informing tourists about the time and place of gathering and departure of the group.
9.4. Providing tourists with country-specific information, accompanied by video and audio materials.
9.5. Tour along the route.
9.6. Control of discipline and rules of behaviour of tourists on the route.
9.7. During the bus tour, all work on the implementation of the program is assigned to the group guide.
9.8. The group guide's information about restaurants, bars and other institutions is purely advisory in nature.
9.9. The group guide has the right to leave the tourist at the nearest bus stop in case his behaviour threatens the safety or causes discomfort to other tourists.
9.10. The group guide is not responsible for weather conditions, traffic jams and road repairs.
9.11. If some objects or museums are not available, the tour will take place without visiting these places, and the cost of the tour does not change.
9.12. The group guide reserves the right to change the order of excursions and other events without notice.
10. Museum Code of Conduct
10.1. The group enters the museums together, in an organized manner and with group tickets. If someone from the group passes separately, then he will have to pay for entrance tickets again.
10.2. When viewing the exposition, minors under the age of 14 should not be left unattended. It is necessary to explain to them the rules of conduct and the essence of the restrictions.
10.3. When visiting the museum, you must follow the requirements of the caretakers and other museum staff.
10.4. Before entering the exhibition center of the museum, outerwear, bags, bags and umbrellas should be left in the cloakroom.
10.5. Be polite and helpful and show respect for pregnant women, women with children, the elderly and the disabled.
10.6. In many museums, tourists can be suggested to wear special slippers.
10.7. According to etiquette in the halls of museums, you should move silently. behave with restraint and calmness, do not speak loudly, do not gesticulate. Do not stand in front of other visitors, blocking their view with your body.
10.8. There is a very important rule that must be observed in almost all museums: you must not touch exhibits with your hands!
10.9. When entering the museum, you should familiarize yourself with the emergency evacuation plan. In the event of an emergency, immediately leave the museum through the nearest exit.
10.10. In the event of smoke or fire, or situations that may affect the safety of visitors or the museum, immediately notify the museum staff.
10.11. Photo and video filming in museums and places of historical and cultural value is carried out in accordance with the rules established in each case.
10.12. In case of violation of the rules, museum employees also have the right to take measures aimed at ensuring the safety and comfortable stay of visitors, namely, to take the violator out of the museum.
10.13. Violation of these rules, as well as causing damage to the property of the museum, may be the basis for bringing in the established procedure to material, administrative and other types of liability, in accordance with the current legislation of Ukraine.
10.14. The person who caused material damage to the museum is obliged to compensate for it. By agreement with the administration, voluntary compensation for damage is possible in the amount determined by the expert commission.
10.15. Persons who violate the procedure established by these rules can be removed by the security and security personnel of the museum from the territory of the museum and its branches without compensation for the cost of the entrance ticket, and if there are grounds for this, they can be detained and delivered to the internal affairs bodies of Ukraine.
11. Forbidden in the museum
11.1. Entering employees-only spaces.
11.2. Climbing sculptures and architectural elements of the building.
11.3. Applying labels, paste or otherwise distribute advertisements, posters and other products of advertising or other informational content.
11.4. Going behind the fences and on the sites for placing exhibits, as well as perform other actions that may harm the exhibits and equipment of the exposition.
11.5. Touching the windows with your hands and try to open them.
11.6. Using audio equipment with sound reproduction enabled.
11.7. Carrying out photo and video filming of exhibits in violation of the established procedure.
11.8. Bringing drinks and foodstuffs, as well as narcotics, explosive, flammable, poisonous substances, cold and firearms, pyrotechnics, as well as other items that can harm other visitors or exhibits, equipment, other property of the museum, into the museum halls.
11.9. Being in museum halls in a state of alcoholic or drug intoxication, as well as in an untidy state, in clothes and with objects that pollute the premises of the museum or the clothes of other visitors.
11.10. Smoking and making fires, burn dry foliage and grass, use any fire hazardous means and devices.
11.11. Littering the area with household and other waste.
11.12. Walking on lawns, flower beds and green areas not intended for walking, damage flower beds and green spaces.
11.13. Causing any material damage to the movable and immovable property of the museum and third-party organizations located on the territory, buildings, structures and objects of the natural complex.
12. Documents and personal belongings
12.1. PASSPORTS remain with tourists during the trip. If a tourist's passport is lost or stolen, it is not the responsibility of the group guide to accompany the tourist to the consulate to restore documents. The group leader must stay with the group and can only help with advice.
12.2. The original (in the case of an individual policy) or a copy (in the case of a group form) of medical insurance must be kept in the hands of the tourist at all times during the entire trip. In case of a medical event, the duties of the group guide do not include accompanying the tourist. The group leader stays with the group and can only help with recommendations.
12.3. The tourist's personal belongings are under his responsibility. We advise you to NEVER LEAVE THEM WITHOUT SUPERVISION, and after the end of the tour, do not forget your things on the bus.
12.4. We are not responsible for the personal belongings of tourists.
12.5. On all our excursions, you must have an identity document with you.
13. Food
13.1. For lunch, 45 minutes are allotted during the excursion day at the time indicated by the group guide. If meals are not included in the excursion, the group guide can recommend a restaurant, or the tourist decides where to dine on their own.
13.2. Due to the busy excursion schedule or the increased workload of cafes and restaurants along the route, on some excursions, we organize lunches, which can be ordered and paid in advance. Since we agree on the number of servings, it is not possible to order lunches on site. The order is not necessary, but in this case, the tourist needs to take care of his or her meals in the allotted time (45 minutes).
13.3. In the case of self-ordering dishes, be sure to be interested in the duration of their preparation. The fact that the dish is not ready by the time the group leaves according to the schedule is not a valid reason for the delay of the bus.
14. Clothes for the trip
14.1. Despite the length of the trip, you should definitely take warm and waterproof clothes, warm socks, an umbrella or a raincoat on the road.
14.2. First of all, clothes should be comfortable and layered so that you can easily undress on the bus and dress warmly when you leave. Shoes should be as comfortable as possible, without heels and preferably waterproof.
14.3. It is highly recommended to have a sun hat on summer tours!
15. Useful Tips
15.1. We recommend that you carefully consider the list of things you need to take with you: cameras and/or a camera, additional devices for equipment, medicines etc.
15.2. Please provide a current mobile phone for communication during the trip.
15.3. We recommend that you always have the group leader's phone number with you. If you get lost, it is better to walk to the nearest intersection to determine which streets intersect here. Feel free to ask for directions from passers-by.
15.4. You can exchange money (euros or dollars) for local currency at exchange offices. Never change money at unlicensed exchanges or with strangers on the street! The group leader will always tell you how and where it is best to make an exchange.
15.5. In Ukraine, public toilets are often paid,so keep a small amout of cash with you.
We ask you to be patient, keep an open mind, and remember to HAVE FUN, which, in fact, is the key to a successful holiday!