Terms Of Use

1. Introduction – Legal Information

   Welcome to the website of our company. E&S Concierge – Broker Services, a Private Company (IKE) (hereinafter referred to as the "Company"), located at 20 N. Plastira Street, VAT no. 802399630, GEMI no. 1756672801000, is a tourism enterprise operating under Greek law. The Company acts as an intermediary in the tourism sector, offering online services such as holiday packages, transfers, hotel reservations, and related travel services across destinations in Greece (mainland and islands). These services are available to both Greek and international clients.
   
   

By accessing and using our website and/or making any booking through it, you are deemed to have accepted these Terms of Use without reservation. If you do not agree with any term, please do not use the website or our services. The Company reserves the right to amend the Terms of Use at any time in accordance with applicable law and business practices. Any changes take effect upon publication on this website, and you are encouraged to review them periodically. Continued use of the website after changes means acceptance of the updated terms.

2. Legal Nature of the Company & Intermediary Role

   E&S Concierge – Broker Services is a Private Company (IKE) with limited liability, acting as a travel intermediary/agent between clients and travel service providers. The Company is not the direct provider of the services offered via the website but rather facilitates clients in searching for, organizing, and booking services provided by third parties such as hotels, transport companies (tour and taxi transfers), tour operators, car rental firms, etc. Our services include finding, organizing, and managing travel options on your behalf, not executing the travel services themselves.
   
   

Use of the website and services is subject to you being of legal age (at least 18 years old) and having legal capacity to enter into binding agreements. If you make a booking on behalf of others (e.g., family or friends), you guarantee that you have authorization to act on their behalf and that they accept these terms. In case of any violation of the terms, the Company reserves the right to cancel related bookings and deny access to its services in the future.

3. Description of Services Provided

   Via our online platform, you can search for and book a variety of travel services within Greece:

• Holiday Packages: Combined travel services (e.g., accommodation, transport, activities) offered at a single total price as a package. These may fall under the definition of "package travel" as per Greek law (P.D. 7/2018) and EU directives when they include at least two main services combined for the same trip lasting over 24 hours or including overnight stay. In such cases, the Company assumes its legal obligations as an organizer, including pre-contractual information, insolvency protection, etc.
• Individual Travel Services (a la carte & Plan Your Trip): Bookings of accommodations (hotels, rental rooms), transfers (taxis or private transfers), car rentals, tours and activities, and related services. For each booking, the Company acts as an intermediary between you and the corresponding service provider. The Company charges booking fees, which vary depending on the service. Once confirmed and paid by the client, these fees are non-refundable.

The contract for each travel service is between you and the respective third-party provider. As a Travel Agent, the Company provides information and manages the booking process, acting as an interface in your transaction. Unless otherwise stated, the Company is not a contractual party to the service agreement and does not act as co-supplier. Each service is also subject to the provider’s own terms and conditions (e.g., airline or ferry rules, hotel policies, rental terms) with which you are required to comly. You will be informed of the basic terms during booking and are advised to read all applicable provider terms.

4. Client Obligations and Rights

Your obligations as a user/client of our services:

• Providing Accurate Information: During registration or booking, you must provide full and accurate information (e.g., name as per ID/passport, date of birth, email address, phone number, payment details).These are necessary for tickets, accommodation vouchers, and other travel documents. You are responsible for the accuracy of the information provided. Any errors may result in problems or extra charges (e.g., name change fees).
• Lawful Use of Website: You agree to use the site and services in accordance with the law and these terms. Use for false or fraudulent bookings is prohibited. Unauthorized access, data scraping, or any action harming website operation is not allowed.
• Payment: You are required to pay the agreed amounts on time according to our payment terms (see Section 7). Late or incomplete payments may lead to booking cancellation.
• Compliance with Provider Terms: You must follow the specific terms of the service provider you booked with (e.g., timely arrival for flights or transfers, hotel rules, rental requirements). Violations may result in penalties without liability to the Company.
• Travel Documents & Requirements: You are solely responsible for ensuring that you meet all the requirements of your travel and that you hold all required documents (ID, passport, visa, vaccinations, COVID-19 tests, customs regulations, etc.). The Company may provide general guidance but is not liable if you are denied access due to missing requirements.
• Communication: You must regularly check your email for updates. All documents (tickets, vouchers) and notifications will be sent electronically. Notify us immediately of any discrepancies.

Your rights as a client:

• Information: You have the right to clear and full information before booking. The Company provides essential service details (price, description, cancellation terms) to support informed decisions. For packages, you receive the mandatory information form in accordance with applicable legislation and a contract copy upon completion of the booking. 
• Support: In case of any issues before or during travel, contact the Company for assistance. We will liaise with providers to resolve matters or guide next steps. For example, if a route or service is delayed or changed, we aim to inform you and help find alternatives, to the extent that it is feasible.
• Complaints & Redress: If a service was not delivered as agreed or caused inconvenience due to provider error, you may file a complaint. The Company will assist in forwarding your complaint and pursuing compensation or refunds where applicable. For packages, we as organizers are responsible for lawful remedies.
• Consumer Rights: You retain all rights granted under Greek and EU consumer law. These Terms do not limit mandatory protections. For example, package travel allows transfer of bookings, cancellation with compensation, or no-fee cancellations in exceptional destination circumstances. Further information regarding special cases is provided in the following sections.
• Data Protection: Your personal data is protected under our Privacy Policy and laws such as GDPR (EU Regulation 2016/679). Data is used solely for intended purposes and not disclosed without consent. You have rights of access, correction, deletion, etc., detailed in our Privacy Policy.

5. Company Liability – Limitation of Liability

The Company makes every reasonable effort to ensure the smooth and reliable operation of its platform and to provide high-quality service. However, our role as an intermediary means that our responsibilities differ from those of the direct provider of the travel service. Please carefully read the following regarding our liability and its limitations:

• Liability for our own services: The Company is liable only for the intermediary services it directly provides—namely, the correct processing of bookings, the provision of advisory/organizational services included in our agreement, and any statements or omissions made by us. In the event of an error on our part (e.g., failure to properly transmit booking details to the provider or provision of incorrect information), we are obligated to correct the error and, if applicable, compensate the client for any direct damages demonstrably incurred due to our fault. In such cases, our liability shall not exceed the amount you paid for the intermediary service, unless otherwise required by law.
• No liability for third-party services: The Company bears no responsibility for travel services provided by third parties. Each provider (e.g., airline, hotel, transfer company) is solely responsible for the proper delivery of its own service to you. As intermediaries, we do not guarantee the quality, suitability, safety, or satisfactory performance of these services. Indicatively, the Company is not liable for acts, omissions, errors, or breaches of contractual obligations by service providers. Any claim for compensation or complaint regarding the travel service provided must be addressed directly to the respective provider, although we will offer reasonable assistance in facilitating communication.
• Limitations of liability in specific cases: The Company is not liable, including but not limited to, in the following situations:
• Schedule changes, delays, or cancellations decided by suppliers (e.g., airlines, ferry companies, hotels): For example, if a flight is delayed or cancelled, or if a hotel cannot accommodate you due to overbooking, such situations are governed by the provider’s policy and any applicable laws (e.g., EU Regulation 261/2004 on passenger compensation for flight delays/cancellations). The Company is not required to compensate you in these cases, though we will make reasonable efforts to inform you and assist in finding a solution.
• Client errors or omissions during booking or service use: If you enter incorrect names, dates, or other details, or fail to follow the instructions for completing a booking, payment, or check-in, any resulting loss or damage is your sole responsibility.
• Additional charges or policies applied by travel service providers: For example, an airline may impose extra fees for baggage or seat selection, or a hotel may charge a local accommodation tax payable on-site. These charges or policy changes are beyond our control and are the client's responsibility once duly informed.

o Unforeseeable Events (Force Majeure): The Company bears no liability for failure to fulfill its obligations or for client losses resulting from events beyond our control. Such events include — but are not limited to — natural disasters, wars or acts of terrorism, epidemics/pandemics, strikes, emergency government measures, failures in communication networks or IT systems, power outages, etc. In cases of force majeure, bookings may be affected (cancellations, changes) without liability for any party. We will make reasonable efforts to assist clients in obtaining refunds or other accommodations from providers where possible, but we do not offer our own compensation beyond what may be required by law.

o Indirect or consequential damages: To the extent permitted by law, the Company is not liable for indirect, incidental, special, or consequential damages that you may suffer from using the website or services (such as loss of vacation opportunity, emotional distress, loss of income, etc.), even if we were informed of the possibility of such damages. Specifically, we are not responsible for any additional expenses, delays, or disruption to travel plans caused by delays, cancellations, overbookings, strikes, force majeure, or other events beyond our control.

o Website Technical Functionality: Although we make every effort to ensure the continuous, secure, and uninterrupted operation of our website, we cannot guarantee the absence of technical errors, interruptions, or malicious third-party activity (e.g., viruses). Users are responsible for protecting their own devices, and the Company is not liable for any hardware or software damage that may result from accessing the website or downloading content from it.

In any case, the Company’s liability is limited to the maximum extent permitted under applicable law. Nothing in these Terms excludes or limits the Company’s liability in cases where such exclusion or limitation is not allowed by law (e.g., in cases of willful misconduct). Furthermore, these limitations do not affect the statutory rights you have as a consumer.

6. Booking Process and Contract Formation

To make a reservation through our website, you must follow the steps indicated on the screen (selecting a service, entering details, confirming availability, making payment, etc.). Before completing the booking, all service details will be displayed, including the final price (inclusive of taxes/fees) and key terms (e.g., the provider’s cancellation policy). It is your responsibility to review all information carefully before proceeding.

A booking is considered accepted by us only when you receive confirmation from the Company (via email) that your order has been accepted and payment has been completed. This electronic confirmation and/or the relevant travel voucher constitute confirmation of the contract. From that point onward, the contract with the provider becomes legally binding, and the respective cancellation/modification terms of the provider or the organized travel package apply.

Please note that in certain cases, booking confirmation may depend on the provider’s availability. If, for any reason, a booking cannot be confirmed (e.g., the selected room is no longer available), the Company will notify you as soon as possible, and you will not be charged or will be refunded for any amount already paid.

Upon completing your booking, you are responsible for printing or saving the relevant travel documents (e.g., electronic tickets for domestic flights or ferry tickets, booking confirmations, etc.) and presenting them where required (e.g., at check-in). You also agree that after confirmation, any changes or cancellations will be subject to the applicable policies outlined below.

7. Cancellation, Change & Refund Policy

General Principle: Cancellation and change policies vary depending on the type of service booked and the specific provider. Below are our general policies, which comply with applicable law and established industry practices. In all cases, the specific terms disclosed to you at the time of booking shall prevail, and the Company will act in accordance with them.

• Cancellations/Changes by the Client (Individual Services): For individual services (such as hotel bookings, transport tickets, car rentals, etc.) that are not part of a package, the cancellation policy of the respective provider applies. These policies will be disclosed to you before booking (e.g., “free cancellation up to 5 days before check-in, otherwise a 50% fee,” or “non-refundable rate – no cancellation/modification allowed”). The Company will respect these policies and will mediate the cancellation in accordance with the provider’s terms. If you are entitled to a refund, the amount will be returned to you using the same method of payment originally used, within a reasonable time frame (usually within 10 business days from the confirmed cancellation). Any bank transfer fees or other charges may be deducted from the refund, unless the cancellation is due to the provider’s fault.
• Cancellations/Changes by the Client (Individual Services): For individual services such as:

A) “Plan Your Trip” Service: This service is provided after the client submits the necessary details (e.g., destination, number of travelers, travel dates, budget, etc.) and includes a personalized travel itinerary. The fee for this service is determined in advance based on the selected plan and is non-refundable in the event of cancellation or if the client does not proceed with the purchase, as the work has already been carried out. Please note that while distance contracts generally provide a 14-day withdrawal right, this right does not apply when the service is delivered immediately after contract conclusion or involves a travel service scheduled for a specific date. The fee is fully transparent and proportionate, covering only the cost of the work and services provided. Therefore, no refund is issued for this service, even if the trip does not take place.

B) “A la Carte” Services: These include bookings for hotels, restaurants, events, transfers, etc., for which a predetermined booking fee applies. This fee is non-refundable in case of cancellation or no-show by the client, as it covers the actual cost and work undertaken to deliver the service, which has already been completed. All booking fees are clearly stated and proportional to the real administrative and processing costs incurred. Additionally, for services scheduled for a specific date (e.g., hotel stays, dining, transportation), no legal right of withdrawal applies under consumer law. As such, these charges remain non-refundable.

• Cancellations/Changes by the Client (Package Travel Arrangements): If you have booked a package travel arrangement through the Company, you have the right to cancel the travel contract at any time prior to the start of the trip. According to applicable legislation, cancellation for any reason entails the payment of a reasonable cancellation fee by you, the amount of which depends on the time remaining until departure and the expenses already incurred. The specific cancellation fee schedule will be outlined in the special terms of your package. As a general guideline: cancellation more than 30 days prior to departure incurs a minor fixed charge (e.g., administrative fees and/or non-refundable supplier deposits); cancellation 29–15 days before departure results in a charge of 30% of the total package price; 14–7 days before departure 50%; and less than 7 days before departure 100%. Exact terms may vary and will be detailed in your specific contract.

If the reason for cancellation falls under the legally defined category of extraordinary and unavoidable circumstances, you are entitled to cancel without charge. Such circumstances include serious events that render the destination unsafe (e.g., war, terrorist activity, natural disasters, epidemics), or other force majeure situations that significantly affect the package. In these cases, all amounts paid for the package will be refunded to you without any further compensation.

Additionally, under package travel legislation, you are entitled to assign/transfer your package to another traveler (third party) up to 7 days before departure, provided that the new traveler meets all the necessary participation requirements and any actual costs associated with the transfer (e.g., name change fees for tickets) are covered. Both you and the new traveler are jointly liable for the payment of the remaining balance and any additional costs incurred due to the transfer.

• Requests for Modifications: If you wish to make changes to an existing booking (e.g., date changes, name corrections, change of hotel or itinerary), please notify us as soon as possible. We will check with the provider to determine whether the change is possible and what the associated cost or procedure will be. Most modifications are subject to restrictions and/or amendment fees set by the provider (e.g., airlines typically charge fare differences and change penalties). We will inform you of the available options before proceeding. Please note that changes are not always possible – for example, “non-changeable” tickets or bookings cannot be modified after issuance.
• Cancellations/Changes by the Provider: In certain cases, the service provider may cancel or significantly alter the service originally offered. For example, a cancelled flight, schedule change, or room unavailability due to overbooking. In such situations:

o Individual Services: The provider’s policies and the applicable legal rights will apply. For example, in the event of a flight cancellation, the airline must offer you an alternative flight or a refund. If accommodation is cancelled, the hotel must provide an alternative lodging or a refund. The Company will inform you as soon as we are made aware of such changes and will assist you in obtaining the appropriate remedy (alternative solution or refund). Please be aware that we may not always be able to notify you in time about last-minute changes (e.g., gate changes or updated departure times shortly before travel). We recommend confirming all details directly with the provider as your travel date approaches.

o Package Travel: If the organizer (Company) needs to make a significant change to a key element of your trip before departure (e.g., change of destination, travel dates, or price increase beyond a certain threshold), you will be notified immediately. You will have the option either to accept the change or to cancel the package at no cost and receive a full refund. Specifically regarding pricing: price increases due to fuel costs, taxes, or exchange rates are permitted only if stated in the contract and not later than 20 days before departure. If the price increase exceeds a certain percentage (8% under EU regulations), you have the right to cancel the trip without penalty. Conversely, if costs decrease, you are entitled to a proportional refund.

If, after the start of the package trip, a significant part of the agreed services cannot be provided, the Company will offer suitable alternative arrangements (of equivalent or superior quality where possible). If the proposed alternatives are of lower value than originally booked, you will receive an appropriate price reduction or compensation. If no alternatives can be provided, or if you reasonably reject them, you may be entitled to a refund for the unused services and, where applicable, free return transportation to your point of departure (for packages that include transport). In any case, we will provide support and guidance to help continue your trip with minimal disruption.

• No-show: If you fail to appear at the designated time to use a booked service (e.g., you do not show up at the airport for your flight or at the hotel for check-in on the first night without prior notice), it is considered a “no-show.” In such cases, you typically forfeit the entire amount of the booking, and the provider may cancel the remainder of your itinerary or accommodation. No refund is granted unless otherwise stated in the provider’s terms or agreed upon by special arrangement. If you know you will be delayed or unable to travel, notify us or the provider as soon as possible to explore any available solutions (e.g., rebooking to a later flight at an additional cost).
• Refund Process: In all cases where a refund is agreed upon or legally owed due to cancellation or modification, the Company will process the refund as promptly as possible. Refunds are typically completed within 10 business days from the confirmation of the refundable amount by the provider. The amount will be returned to the same account or payment method originally used, unless otherwise agreed. You will receive a confirmation email once the refund has been processed. Please note that it may take a few additional days for the refunded amount to appear in your bank or credit card account, depending on the policies of the payment service provider.

8. Payment Policy, Pricing & Final Charges

Service Prices: All prices displayed on our website are in Euros (EUR), unless explicitly stated otherwise, and include applicable taxes (such as VAT) and any other lawful surcharges. For tourism-related services subject to special VAT regimes or other local taxes (e.g., accommodation tax), you will be duly informed. The Company makes every effort to ensure that the prices shown are accurate and up to date. However, since pricing information may originate from third-party providers or be subject to changes, occasional errors or adjustments may occur.

• Pricing Errors: If a pricing error is identified for a service you have booked (e.g., due to an obvious typographical or technical error resulting in a significantly lower-than-normal rate), the Company will notify you as soon as possible and reserves the right to cancel the booking without any charge to you. In such a case, any amount already paid will be fully refunded, or — if you prefer — the booking may proceed at the correct price, subject to your confirmation of acceptance.

Payment Process: Payments for bookings are made through the methods supported on our platform, such as credit/debit card, bank transfer, or other secure payment systems. At the time of completing the booking, you will be prompted to select a payment method and enter the necessary details. Your transaction will be processed in a secure, encrypted environment — the Company cooperates with certified payment service providers (PCI-DSS compliant) to protect your data. Your card charge or payment authorization may appear under the Company’s name, the name of the specific provider, or an affiliated travel system, depending on the payment processing structure.

• Deposits and Final Payment: For certain bookings — especially high-value package holidays or reservations made well in advance — a deposit may be required instead of full payment upfront. In such cases, you will be informed to pay a percentage (typically 30%) as a deposit to confirm the booking, with the remaining balance due by a specified date prior to departure (usually at least 15 days before the trip). If the outstanding amount is not paid on time, the Company and/or the provider reserve the right to cancel the booking and retain the deposit as a cancellation fee.
• Payment Confirmation: Upon successful completion of payment, you will receive an electronic confirmation and transaction receipt. In the case of payment via bank transfer, confirmation may be delayed until the funds are received in our account; bookings awaiting bank payment are not considered confirmed until payment is received.
• Invoices/Receipts: For every purchase or booking, the Company issues a retail receipt or an invoice (upon request, for business clients), in accordance with Greek tax regulations. You will have the option to enter billing information (business name, address, VAT number, tax office) if an invoice is required. Tax documents may be sent electronically to your email address.
• Final Price: The price you pay upon completing your booking is the final, total price for the services you selected, including all taxes, Company service fees (if applicable), and any additional charges. You will not be asked to pay any further amounts for the included services. Any excluded charges will be clearly stated before booking — for example, “accommodation tax of X€ per room/night payable at the property,” or “driver’s tip not included,” etc. Any optional services you choose on-site at the destination (e.g., additional excursions, meals, activities) are not pre-included and are arranged directly with the provider.
• Currency and Exchange Rate Differences: All charges are processed in Euros (EUR). If your payment method uses a different currency (e.g., a foreign-issued card), your bank may apply its own exchange rate and currency conversion fees. The Company is not responsible for any discrepancies in the final charged amount due to currency conversion or banking fees — we recommend that you check your payment provider’s policy in advance.
• Transaction Security: Our website uses encryption protocols (SSL/TLS) to securely transmit payment data. We do not store sensitive card information on our servers — data entry is handled through the secure environment of our certified payment processor. If you suspect unauthorized or fraudulent use of your card, you may contact both us and your bank immediately to take appropriate action.

9. Intellectual Property and Website Content

The content of this website (including text, photographs, logos, graphics, software, databases, etc.) is protected under intellectual property laws. The Company and/or its partners retain the intellectual property rights to this material, unless explicitly stated otherwise. Reproduction, distribution, modification, or any commercial use of any part of the content is strictly prohibited without prior written permission. You may print or save parts of the content to your personal device solely for your own private, non-commercial use (e.g., to read destination information or retain a copy of the terms and conditions). The Company’s trademarks, distinctive signs, and logos are legally registered and may not be used without authorization.

Any third-party content displayed on the website (e.g., airline logos, supplier or destination images provided by third parties) belongs to their respective rightful owners. The presence of such content on our website does not grant you any rights to use it beyond what is necessary for the normal use of our services.

10. Governing Law and Jurisdiction

All transactions you carry out with the Company, as well as your use of this website, are governed by Greek law. These Terms of Use are interpreted in accordance with the laws of Greece.

In the event of any dispute, claim, or disagreement related to the use of the website or the services/contracts entered into through it, we aim to resolve the matter amicably. You may submit your complaint or disagreement to the Company’s customer support (see contact details on the website), and we will strive to reach a fair and prompt resolution.

If an amicable resolution is not possible, the courts of Greece shall have jurisdiction in the first instance. Specifically, each party irrevocably agrees to submit to the jurisdiction of the competent courts of the city of Athens for the resolution of any disputes. This provision does not limit the consumer’s right to bring proceedings before the courts of their place of residence if required under consumer protection laws.

Alternatively, for disputes related to online transactions, you have the right to use the European Commission’s Online Dispute Resolution (ODR) Platform. You may file your complaint electronically at https://ec.europa.eu/consumers/odr, and your request will be forwarded to the appropriate Alternative Dispute Resolution (ADR) body. Please note that submitting a complaint through the ODR platform or via any out-of-court procedure is optional and does not limit either party’s right to seek judicial protection.

Severability Clause: If any provision of these Terms of Use is found to be invalid, unenforceable, or void by a competent court or authority, the remaining provisions shall remain in full force and effect. The invalid clause will, where possible, be replaced by a valid provision that best reflects the economic intent and purpose of the original clause in accordance with the law.

Entire Agreement: These Terms of Use, together with the accompanying Privacy Policy and any additional specific terms agreed during the booking of particular services, constitute the entire agreement between the Company and the client regarding the use of the website and its services. Any prior written or verbal agreement or representation on the same matters is superseded by this text.