Our General Terms and Conditions

1. INTRODUCTORY PROVISIONS

1.1 These General Terms and Conditions of Business (hereinafter referred to as GTC) regulate the rights and obligations of the customers (hereinafter referred to as "Customer") and Air Pro s.r.o. (hereinafter referred to as "AIR PRO"), a company with company registration number 25144375, with registered office at Novotného lávka 200/5, 11000 Prague 1, Czech Republic, registered in the Commercial Register maintained by the Municipal Court in Prague, Section C, Insert 53323. Air Pro operates on the Czech market as a travel agency primarily through its website www.airpro.cz. Unless expressly stated otherwise in these TERMS, these terms and conditions apply to the marketing and sale of travel services and tours under the following trademarks: airpro.cz, and Air Pro s.r.o. In the event of a change to the CONDITIONS to which the customer does not agree, the customer is entitled to terminate the contract with AIR PRO in writing by registered letter to the address of AIR PRO's registered office. In such case, AIR PRO shall be entitled to compensation for the costs incurred in connection with the performance of the service for the customer or to the cancellation fee specified for the contract. If the customer does not exercise this right, he shall be deemed to have accepted the amended terms and conditions and the contractual relationship shall be governed by them as from the expiry of this period. Amendments to any written contract must be made in writing.

1.2 AIR PRO is an intermediary authorised to sell airline tickets and other related travel services of companies providing transportation or accommodation, car rental or other travel services. AIR PRO is authorised to sell tickets of carriers that are not members of the International Air Transport Association. AIR PRO is authorised to accept funds from customers as payment for the cost of transportation and other related travel services.

1.3 The Customer is responsible for ensuring that his/her order is factually and formally correct, in particular for the correct indication of his/her personal data, terms and other conditions relevant to the services requested from AIR PRO. AIR PRO shall not be liable for any damages resulting from incorrect information provided by the Customer. When placing a request, the Customer is obliged to indicate his/her requirements for the requested services. The Customer acknowledges that any specific requirements requested at a later date cannot be taken into account in the provision of the service. The Customer also acknowledges and agrees that specific requirements with respect to the requested service may be subject to additional charges that are not included in the base price of the service.

1.4 AIR PRO reserves the right to refuse an order if it contains incorrect, contradictory or incomplete information regarding the Customer. Furthermore, AIR PRO shall be entitled to refuse an order from a Customer who repeatedly submits incomplete or incorrectly completed orders, repeatedly and without justification fails to pay the agreed deposits or the price of the ordered service, fails to submit signed documents.

1.5 Unless otherwise stated, if the Customer withdraws from the contract, the Customer shall pay AIR PRO the cancellation fee specified for the type of service or tour in accordance with these GTC. If no fee is specified, the customer is obliged to pay the costs incurred by AIR PRO in the performance of the contract prior to the delivery of the customer's cancellation. The cancellation must be in writing, must be delivered to AIR PRO's registered office and takes effect upon delivery to AIR PRO.

1.6 The Customer acknowledges that a claim in connection with air carriage or services directly related thereto may only be made in the manner set out in the terms and conditions of the carrier (hereinafter referred to as "Carrier") or the provider/operator (hereinafter referred to as "Provider"); see Article 2.4 of these Terms and Conditions. AIR PRO is not entitled to handle any customer claims relating to air transport or related services. In the event of a claim relating to a defect in other services provided by AIR PRO to the Customer, the Customer may lodge such claim directly with AIR PRO without undue delay after discovering the defect. AIR PRO shall settle the claim in accordance with applicable law. AIR PRO shall not be liable for defective provision of the service or for failure to provide the service due to force majeure, or if the claim is made in connection with a service which it has merely arranged. In such a case, the liability for defects or shortcomings shall be borne by the provider of the mediated service, as in the case of air transport.

1.7 The customer is obliged to pay the price of the service ordered directly from AIR PRO or through an AIR PRO intermediary within the time limit specified in the relevant contract or order confirmation, and if no such time limit is specified, the customer shall consult the due date directly with an AIR PRO representative. The price of the Services shall be deemed to be paid on the day on which the agreed price and the applicable taxes and fees are credited to AIR PRO's bank account or on the day on which the price of the Services is paid in cash at AIR PRO's cash desk, if this occurs before 5:00 pm. Payments credited to the bank account or paid at the cash desk after 17:00 shall be deemed to have been paid on the following business day.

1.8 These TERMS and CONDITIONS do not modify or apply to:

(a) The rights and obligations between the Customer and the Carrier or Provider in the provision of air passenger transport and related travel services. Such relationship is governed by the contract and

(b) The relationship between the Customer and the insurance company, including where insurance has been arranged through AIR PRO. The customer shall familiarise himself with the insurance contract, including the general terms and conditions of the insurance company, and shall contact the insurance company directly in the event of an insured event or in other cases.

(c) The rights and obligations between the Customer and the provider of accommodation, car hire or other tourism services arranged for the Customer by AIR PRO. These relationships are governed by the terms and conditions of the respective provider.

2. TERMS AND CONDITIONS FOR ARRANGING AIR PASSENGER TRANSPORT

2.1 Method of concluding the contract for the carriage of passengers by air

2.1.1 AIR PRO offers the Customer the opportunity to conclude a Contract for the carriage of passengers by air and for the provision of other related travel services with the selected Carrier or Provider, solely on the basis of these TERMS and CONDITIONS in force at the time of conclusion of the Contract.

2.1.2 The Customer may place its orders for air tickets or related travel services:

(a) by electronic online booking, via the Internet at the following website: www.airpro.cz,

(b) by telephone or electronic mail,

2.1.3 The Customer may choose the method of placing an order pursuant to Article 2.1.2, and the Customer expressly agrees to the method of conclusion of the Contract as set out below.

2.2 Conclusion of the Contract through online booking

2.2.1 By placing an order through the online electronic booking system, the Customer binds itself to the order of Transportation or other services and agrees to these Terms and Conditions without reservation. Upon receipt of the order and its confirmation, if any, by the Carrier or Provider (if confirmation is required under the Carrier's or Provider's terms and conditions), AIR PRO will send the Customer an electronic order confirmation to the email address provided by the Customer in the booking, with information about the ordered Transportation, the Carrier or Provider/Service Provider, any related services and the total price.

2.2.2 The Customer acknowledges that until the price of the ticket and any other related services has been paid, the order confirmation is not binding and the booking of the ticket or the booking of any other related services, as well as the price thereof, are subject to change. The possible methods of payment for the air ticket and/or other related services depend on the time by which the air ticket and/or the voucher/coupon for the other travel services within the booking must be issued. The specific time limit for payment of the ticket price and related travel services will be set by the carrier or provider for the specific fare.

2.2.3 The Contract is concluded once the Customer has paid the price of the ticket or related service, following verification of the validity of the booking of the ticket or other services. By entering into the Contract, the Customer confirms that AIR PRO has provided the Customer with all required information (including cancellation terms and claims) and all related documents. The moment of payment is the moment when the relevant amount is paid to AIR PRO at one of its cash desks or credited to AIR PRO's bank account. The customer is obliged to familiarise himself with the conditions of the carrier for changing the already issued ticket (e.g. change of flight date) and with the conditions of the service provider/operator for changing the booked travel service.

2.2.4 After the conclusion of the contract, AIR PRO shall immediately issue and hand over or send to the customer the ordered tickets and, if applicable, documents confirming the purchase of the related travel service.

2.3 Conclusion of the contract on the basis of a telephone or personal reservation

2.3.1 The Customer acknowledges that until the price of the air ticket and, if applicable, other related services has been paid, the order confirmation is not binding and the booking of the air ticket or other related services, as well as their price, are subject to change.

2.3.2 By making a booking other than as set out in clause 2.2 of these TERMS and CONDITIONS, the Customer is placing a binding order for the Carriage and, where applicable, other services. Upon receipt of the order and its confirmation by the Carrier or Provider (if confirmation is required under the Carrier's or Provider's terms and conditions), AIR PRO will send the Customer an order confirmation with information about the ordered Transportation, related services, the Carrier or Provider and the price. The confirmation shall also state that the relationship between the Customer and AIR PRO is governed by these TERMS and CONDITIONS, the applicable version of which is published at www.airpro.cz and at all AIR PRO locations.

2.3.3 The Contract is concluded once the Customer has paid AIR PRO the price of the ticket or related service, following verification of the validity of the booking of the ticket or other services. By entering into the Contract, the Customer confirms that AIR PRO has provided the Customer with all required information (including cancellation terms and claims) and all related documents. Furthermore, the Customer agrees to the wording of these TERMS and CONDITIONS. The moment of payment is the moment when the relevant amount is paid to AIR PRO at one of its cash desks or credited to AIR PRO's bank account.

2.3.4 Upon conclusion of the contract, AIR PRO shall promptly issue and hand over or send to the Customer the tickets ordered and, where applicable, proof of purchase of other travel services.

2.4 Air Passenger Transport Agreement

2.4.1 The Customer acknowledges that the Customer and the Carrier or the Provider shall have rights and obligations in relation to the Carriage and the provision of related services upon conclusion of the Agreement. AIR PRO enters into the relationship between the Customer and the Carrier or Provider only as an intermediary in concluding the Agreement.

2.4.2 The Customer acknowledges that AIR PRO does not provide the Transportation or related services and therefore shall not be liable for the proper and timely provision of the Transportation and/or related services or for any injury, illness, loss or damage to property or other assets suffered by the Customer.

2.4.3 The Customer shall submit all proposals to amend or cancel the Contract, if the Contract or the Carrier's or Provider's terms and conditions so permit, to the Carrier or Provider or, if the Carrier's or Provider's terms and conditions so permit, through AIR PRO.

2.4.4 The Customer further understands that a claim relating to the Carriage or the services connected therewith may only be made in the manner specified in the Carrier's or Provider's terms and conditions. AIR PRO shall not be entitled to settle any Customer claims relating to the Carriage or related services.

2.4.5 The Customer further acknowledges that claims relating to the Carriage or related services can only be made in the manner set out in the Carrier's or Provider's terms and conditions. AIR PRO shall not be entitled to settle any Customer claims relating to the Carriage or related services.

2.4.6 Such claims shall be made, unless otherwise stated in the Carrier's or Provider's terms and conditions, if

(a) Defects which can be rectified immediately, without undue delay, by a person authorised by the Carrier or the Provider/Service Provider,

(b) other defects, within fourteen (14) days after the Carrier has provided the Transportation or used the travel service provided by the Carrier or through AIR PRO.

2.4.7 In the event that the Customer makes a claim through AIR PRO, AIR PRO shall, with the Customer's consent, forward the claim to the Carrier or Service Provider for processing and inform the Customer of the progress and outcome of the claim. The Customer understands that in such a case he/she has no rights against AIR PRO as AIR PRO only assists him/her in filing his/her claim. The Customer further understands that even if the claim is filed with the carrier or provider through AIR PRO, the claim is within the carrier's or provider's control and AIR PRO cannot influence the length of the claim or its outcome.

2.4.8 AIR PRO may only provide compensation in accordance with the applicable terms and conditions of the Carrier or Provider.

2.4.9 AIR PRO shall only be liable for the fulfilment of its obligations in connection with the conclusion of the Contract, i.e. in particular for:

(a) duly and timely informing the Carrier or the Provider that an order has been placed and the Contract subsequently concluded;

(b) ensuring that the Carrier or the Provider confirms the Order in a proper and timely manner, if required by the Carrier's or the Provider's terms and conditions;

(d) the proper delivery of the required documents to the Carrier or Provider;

(e) duly notifying the Carrier or the Provider, as well as the Customer, if AIR PRO is informed of such changes, of the amendment or cancellation of the Contract;

(f) the proper and timely transfer of the price of the Carriage or travel service and the price of related services to the account of the Carrier or Provider.

2.4.10 In case of defects referred to in Article 2.4.9, the Customer shall file a claim with AIR PRO without undue delay after discovery of the defect, but not later than fourteen (14) days after its occurrence. AIR PRO shall settle the claim in accordance with applicable law.

2.4.11 The Customer is responsible for the formal and factual correctness of his order. In particular, for the correct indication of his/her name (if the Customer's name is too long or has a special format, he/she must inform about it before finalizing the order; the name indicated on the ticket must exactly match the format indicated on the travel document), his/her age, the timely application of the age discount at the time of booking and the presentation of proof of age (identity document and other data necessary to identify the person for the purposes of air transport) and for the provision of correct data concerning the Transport and other travel services, i.e. e, in particular, the correct date on which the Transportation or other travel service is to take place. The Customer is also obliged to inform AIR PRO of his/her request to transport non-standard items, i.e. in particular animals, weapons and sports equipment. The Customer acknowledges that the Carriers may, in accordance with their Conditions of Carriage, charge a fee for additional change of details or for the carriage of non-standard items, or may exclude the Customer from the Air Transport without any right to a refund of the price of the Air Transport and directly related services.

2.4.12 The Customer acknowledges that AIR PRO is not obliged to investigate whether there have been any changes to the booking prior to the purchase of the Ticket or changes to the Conditions of Carriage after the purchase of the Ticket, nor is AIR PRO obliged to inform the Customer of any such changes. In accordance with Article 2.4.9(e), AIR PRO is only obliged to provide such information if it has been informed by the Carrier.

2.4.13 In particular, the Customer is responsible for the following:

(a) compliance with visa regulations throughout the flight, i.e. including visa requirements when in the transit area of an international airport,

(b) the accuracy of the information provided,

(d) arriving on time for departure.

2.4.14 The Customer is obliged to provide AIR PRO with his/her valid contact details after purchasing the ticket or related services. If the contact details provided are not valid, AIR PRO shall not be liable for any damages incurred by the Customer.

2.4.15 The Customer shall:

(a) use the first leg of the journey in accordance with the booking and use the coupons in the order shown on the ticket; otherwise, his right to carriage shall cease without compensation;

(b) reconfirm the return flight within 72 hours prior to departure, directly with the carrier;

(d) check the accuracy of the information on the ticket reservation, confirmations and forms relating to related services; and the information on the ticket at the time of acceptance (in particular, his/her name, dates, itinerary, date of birth, if applicable); by accepting the ticket or flight itinerary and other confirmations, the customer agrees to the information contained therein;

(e) to acquaint himself with the terms and conditions for changing the Ticket after it has been issued;

(f) comply with the conditions of carriage published on www.airpro.cz.

2.4.16 The Customer understands that:

(a) in the event of cancellation of a Ticket, the transaction fee for the issue of the Ticket is non-refundable and AIR PRO may charge a cancellation fee in accordance with the applicable tariff schedule

(b) cancellation of the ticket and the refund period shall be subject to the terms and conditions of the carrier/airline for the selected fare; refunds shall be made by wire transfer to the Customer's account number.

(c) if the Customer wishes to have additional services (cancellation insurance, escort, special meal, choice of seat on the aircraft), he/she must inform about it when purchasing the ticket.

(d) cancellation policy applicable to additional services:

- extra baggage - non-refundable

- purchase of specific seats on the aircraft - non-refundable

- purchase of refreshments on board - non-refundable

- travel insurance - in accordance with the operator's terms and conditions

- parking - in accordance with the operator's terms and conditions

- Travel Assistant - in accordance with the operator's terms and conditions

(e) the provision of other services (accommodation, car hire, travel insurance, cancellation insurance, etc.) shall be subject to the terms and conditions of the operator. The selection and reservation of seats on the aircraft, which are offered free of charge, are not guaranteed and may be changed by the airline at any time prior to the flight due to changes in aircraft configuration, change of aircraft type, etc;

(f) in the event of a change in the departure date shown on an already issued ticket, if the fare allows for the change, the carrier shall be entitled to payment of the increased airport and fuel charges applicable on the date of the change, if such increase has occurred since the date of issue of the ticket;

(g) in the case of low-cost airlines, there is a higher risk of change or cancellation of the flight by the Carrier. The Carrier's obligation to provide an alternative flight may be limited in such cases.

2.4.17

The Customer acknowledges that, as the owner of the reservation (tickets), he/she is the holder of the rights and in the event of irregularities in air travel, his/her cooperation as the owner of the reservation (tickets) may be required directly by the airline through the contacts provided by the Customer at the time of purchase (e-mail, telephone).

3. CONDITIONS FOR THE PROVISION OF INDIVIDUAL TOURISM SERVICES

(e.g. accommodation, car rental), tickets, excursions, etc.).

In case of irregularity, selected low-cost airlines prefer to refund the funds directly to the Customer (owner of the reservation). The Customer agrees to provide cooperation for direct refund by the low-cost airline or other resolution of the irregularity and acknowledges that in case of non-cooperation or refusal to cooperate upon request by the airline or AIR PRO, the Customer will lose the right to a refund.

3.2 AIR PRO offers its Customers the option of arranging selected services from a selected provider. The Customer acknowledges that the rights and obligations herein arise only for the Service Provider and the Customer and that AIR PRO acts only as an intermediary in such a relationship.

3.3 The Customer understands that the provision of the given tourism and related services is the sole responsibility of the Provider of such services in accordance with its terms and conditions, and not of AIR PRO, which does not act as a provider of accommodation or other services, and is therefore not liable for the proper and timely provision of such services, nor for any injury, illness, loss or damage to the Customer's belongings or other property that occurs in connection with the accommodation, car rental or use of other intermediated services.

3.4 The Customer may order services:

(a) by electronic online booking via the Internet on AIR PRO's website www.airpro.cz.

(b) by telephone or electronic mail;

3.5 By ordering through the electronic on-line booking system, by telephone, by electronic mail or in person at an AIR PRO establishment, the Customer is bindingly ordering accommodation or other related travel services and agrees to these TERMS AND CONDITIONS without reservation. Upon receipt of the order, AIR PRO shall promptly acknowledge receipt of the order and (if required under the Provider's terms and conditions) upon confirmation by the Service Provider, AIR PRO shall send the Customer a confirmation of his/her order, providing information about the accommodation or other or related services ordered, the Service Provider and the aggregate price, either:

(a) electronically to the email address provided by the Customer at the time of the online booking; or

(b) in the case of a reservation by telephone, e-mail or in person at AIR PRO's premises.

3.6 The Customer acknowledges that until the total price is paid (i.e. the price including all ordered services, related services, brokerage price, etc.) the order confirmation is not binding and the reservation of services, as well as their price, may change without prior notice. Binding orders are accepted during normal working hours, on working days, until 5:00 pm at the latest. Orders received by the Provider outside of these hours will be processed on the next working day. Service arrangements between the Customer and the Provider are only binding once the Customer has paid the aggregate price after verifying the validity of the reservation of the ordered service or other related service with AIR PRO. By paying the aggregate price, the Customer confirms that AIR PRO has provided him with all the required information (including cancellation terms).

3.7 If the terms and conditions of the service provider require a written contract; AIR PRO will notify the Customer once the accommodation or other service provider has confirmed the Customer's order. At the same time, AIR PRO shall inform the Customer of the period of time during which the Customer's order will be valid and within which the Customer must conclude the contract. In the event that the order expires, the Service Provider must be asked to reconfirm the order. The contract is concluded at the moment of signing by the Customer and AIR PRO. By signing, the Customer confirms that AIR PRO has provided him with all the required information (including cancellation terms).

3.8 After the binding order of services, AIR PRO issues and sends the Customer a Voucher for the ordered tourism services, the presentation of which is required for the use of the service or other related services.

3.9 All proposals for modification or cancellation of the ordered services, if the conditions of the provider allow it, shall be made by the Customer directly to the provider of the ordered service or, if the conditions of the provider allow it, through AIR PRO.

3.10 The Customer may make a claim relating to the services arranged through AIR PRO, but acknowledges that AIR PRO is not authorised to handle or acknowledge claims relating to accommodation or other or related services on behalf of the Service Provider. A claim relating to a defect that can be rectified immediately must be made without undue delay to an authorised person providing the services on site, unless otherwise stated in the Provider's terms and conditions.

3.11 If the Customer submits a claim through AIR PRO, AIR PRO will forward the claim to the Service Provider for processing and will keep the Customer informed of the progress and outcome of the claim. The Customer understands that in such a case the Customer has no rights against AIR PRO, which only provides assistance in the complaint procedure. The Customer further understands that even if a claim is submitted to the Provider via AIR PRO, the claim falls exclusively within the scope of the Service Provider and AIR PRO cannot in any way influence the duration of the claim or its outcome.

3.12 AIR PRO may only provide compensation in accordance with the Provider's applicable terms and conditions.

3.13 AIR PRO shall only be liable for compliance with its obligations related to the making of binding service arrangements, i.e. for:

(a) properly and timely informing the Provider that an order has been placed and subsequently bindingly ordering the Service;

(b) duly and timely securing confirmation of the order from the Service Provider, if required by the Provider's terms and conditions;

(d) the proper provision of the required documents to the Customer;

(e) duly notifying the Service Provider and the Customer of any change or cancellation on the next Business Day after AIR PRO is notified in writing of such change;

(f) properly and timely remit the price of the Services and related services to the account of the Service Provider.

3.14 The Customer acknowledges that AIR PRO shall not be obliged to investigate whether there has been any change in the booking or terms of the Services or other or related services booked or to inform the Customer of any such change prior to the partial or full payment of the price of the Services, even if a voucher is issued for the use thereof.

3.15 Upon payment of the price of the booked services or related services, the Customer shall inform AIR PRO in writing of his/her current contact details (and any changes thereto) so that he/she may be informed of any change to the services. If any of the contact details provided in writing are not up to date, AIR PRO shall not be liable for any loss incurred by the Customer as a result of the failure to receive notification of the change.

3.16 The Customer shall ensure:

(a) the information provided by him is correct;

(b) timely payment of the ordered services;

3.17 The Customer shall:

(a) check, well in advance of accepting accommodation or using any other service booked, that his/her and any other person travelling with him/her are in possession of valid travel documents and check the conditions of entry to any other destination and transit countries he/she visits when using the service booked, in particular entry formalities and visa requirements. The Customer acknowledges that neither AIR PRO nor the Provider shall be liable for any damages arising from the denial of entry to the Customer or other persons travelling with the Customer to a destination or transit country or the refusal to accept such persons for clearance for carriage to such destination country.

(b) To secure for himself and persons travelling with him the necessary residence and transit visas.

(c) Ensure that the customer and other persons travelling with him meet the medical or other requirements necessary for travel to or stay in any country of destination or transit.

(d) To check the accuracy of the details on the voucher issued by AIR PRO for accommodation, vehicle hire and other or related services (in particular personal details, dates and period covered by the service, type of accommodation, type of vehicle hired etc. and by accepting the voucher for the service confirms that he/she has checked it and agrees with the details.

3.18 The Customer acknowledges and agrees that cancellation of the Service is subject to the Provider's Terms and Conditions, unless otherwise stated, and the time limit stated therein for the refund of the price paid by AIR PRO or part thereof is extended by 21 days, during which AIR PRO undertakes to pay the Customer the relevant amount. AIR PRO shall be entitled to charge a service fee which it may retain even in the event of a refund.

4. TRAVEL DOCUMENTS AND CONDITIONS FOR THE PROCESSING OF RESIDENCE PERMITS (VISA)

4.1 When travelling abroad, each Customer is required to carry a valid passport or ID card for travel within the Schengen area. Each Customer is obliged to check important information related to the entry to the chosen destination or to all countries he/she is travelling through in the case of land transport. Visa formalities must be completed by the Customer prior to travel. Neither AIR PRO nor TO shall be liable for any failure to grant a visa.

4.2 The Customer acknowledges that different destinations may have different requirements for the minimum validity of the passport (again expressed in number of months after return from the destination). Most destinations apply a minimum passport validity of six (6) months. Further details can be found on the website of the Ministry of Foreign Affairs of the Czech Republic (hereafter referred to as the MFA) or at the embassies of the individual countries. Prior to booking any foreign travel, the customer should also check with the relevant embassy about visa, security and other conditions required for entry and stay in the country, including the current situation in the destination.

4.3 Upon the Customer's express request, AIR PRO may, for a fee, provide assistance in completing the forms required for entry into the selected country. The assistance is only an administrative task at the Customer's request and is limited to the completion of the form with information verified and submitted by the Customer. AIR PRO shall not be liable for denial of entry to the destination and transit countries or for any other expenses incurred in connection with travel restrictions in the Czech Republic, in the countries of residence or in transit countries.

4.4 In case of loss of travel documents abroad and for easier processing of replacement documents, we recommend that Customers travel with several copies of their travel documents or keep these copies in an email or other location. Such copies can simplify the handling of many situations, such as, in particular, the loss or theft of documents or situations where the hotel asks to keep the passport at the reception overnight. According to information provided by the MFA CS, hotels are not allowed to hold customers' passports, even for one day, although this is common practice. Hotels may photocopy or scan travel documents and should return the customer's passport immediately. If a travel document is lost abroad, the Czech citizen should report the loss or theft of the travel document to the local police and ask them to issue a report slip. Subsequently, the Customer should report the loss to the embassy or consulate of the Czech Republic ("Czech Embassy"). If necessary, the Customer may contact the relevant Czech Embassy or Consulate for assistance. A list of embassies and consulates is available on the website of the Ministry of Foreign Affairs of the Czech Republic, in the chapter "Countries of the World - Travel Information", in the folder "Embassies of the Czech Republic to contact". If a citizen of the Czech Republic urgently needs a travel document, he/she can apply for a travel document (replacement travel document) at a Czech Foreign Office; replacement travel documents are issued by Czech Foreign Offices as soon as the conditions for issuing them are met. A replacement travel document is a travel document for a single journey with a territorial and temporal scope limited by the purpose of the journey, in particular to enable the customer to return to the Czech Republic.

4.5 Other necessary documents provided by AIR PRO or relevant suppliers, such as vouchers, air tickets, etc., shall be obtained by the Customer from AIR PRO or relevant suppliers. Unless otherwise agreed, these documents are generally sent 7 days prior to departure or can be provided to the Customer at the point of departure. In the case of a flight with an airline that does not require electronic tickets or accommodation in an accommodation facility that does not require electronic vouchers, the Customer shall present a travel document or ID card at the airport or accommodation facility.

4.6 AIR PRO offers to arrange visa arrangements for its Customers, for a fee, on the basis of an order made by the Customer at the Customer's choice, either by telephone, email or in person at any AIR PRO outlet.

4.7 In his/her order, the Customer shall specify in particular the personal details of the persons for whom the visa is to be processed (including their country of citizenship), the full official name of the country whose visa the Customer requires, the type of visa required and the date and duration of the visa required. Upon receipt of the order, AIR PRO will send the Customer an order confirmation, in which it will provide information about the ordered visa processing, the documents required for successful visa processing, the amount of the administrative fee for visa processing and AIR PRO's fee.

4.8 The Contract is concluded upon payment of AIR PRO's fee and the administrative fee for visa processing. By entering into the Agreement, the Customer confirms that AIR PRO has provided all known/available information to the Customer, including the estimated time taken to process the visa application. Payment of the fee and administration fee shall be deemed to be the date of receipt of cash, the date of payment by card or the date of crediting the payment to AIR PRO's account in accordance with clause 1.10 of these TERMS and CONDITIONS, depending on the form of payment.

4.9 If the Customer decides, after submitting the visa application, to withdraw such application or terminate the contract with AIR PRO before the visa is issued, AIR PRO shall be entitled to a pro rata refund of its fee for the steps already taken, but not less than 50% of the fee. The customer acknowledges that once the visa application has been submitted, the administration fee is non-refundable, even if the customer does not withdraw his/her application but the visa is not issued.

4.10 After the conclusion of the contract, the Customer shall provide AIR PRO with all documents required for the processing of the visa without undue delay. Until such documents are received, AIR PRO is not obliged to take any steps towards the processing of the visa. The Customer acknowledges that the relevant embassy or consulate may require the submission of additional documents during the visa procedure, of which AIR PRO will inform the Customer, and the Customer shall provide all such additional documents to AIR PRO without delay.

4.11 The Customer shall:

(a) truthfully and fully inform AIR PRO of all facts and information relevant to the granting of the visa;

(b) provide AIR PRO with all the necessary assistance for the processing of the visa;

4.12 AIR PRO shall:

(a) take proper care of all documents it receives from the Customer for the purpose of processing the visa and provide them to the relevant embassy or consulate;

(b) at the Customer's request, inform the Customer of the status of the visa process;

(c) To act in accordance with its ability and knowledge and to deviate from the Customer's instructions only if it is in the Customer's interest and AIR PRO cannot obtain the Customer's consent in a timely manner;

(d) Collect the visa after it has been granted on the date and at the time specified by the relevant Embassy and without undue delay hand it over to the Customer together with the documents which the Embassy or Consulate will return, in particular the passport with the visa granted, or agree with the Customer another way in which the Customer can collect the visa and the relevant documents if the relevant Embassy returns them to the Customer together with the travel document and visa.

4.13 The Customer understands that

(a) AIR PRO shall not be liable for failure to grant a visa due to incorrect information or documents or failure to provide the necessary cooperation or to grant the required power of attorney in a proper and timely manner.

(b) AIR PRO is not responsible for any extension of time during which a visa is expected to be issued;

(c) AIR PRO is not responsible for the non-issuance of a visa if it is caused by a circumstance beyond AIR PRO's control (e.g. an administrative decision of the Embassy or Consulate).

(d) The embassy or consulate may request the customer to visit in person or to submit additional documents that were not specified in the original visa conditions.

(e) AIR PRO is not responsible for the accuracy of any information regarding visa requirements. The Customer shall verify such information at his/her own cost and responsibility with the relevant Embassy or Consulate;

4.14 AIR PRO may terminate the contract with immediate effect if the relationship of trust between the Customer and AIR PRO is broken. In this case, the contract shall terminate as soon as AIR PRO informs the Customer of the termination. Even after termination of the contract, AIR PRO is obliged to take all steps that cannot be delayed in order to prevent the Customer from incurring damage. Upon termination of the contract, AIR PRO shall hand over to the Customer all documents received from the Customer for the purpose of processing the visa and which are still in its possession. AIR PRO may retain a reasonable portion of the fee corresponding to the steps already taken.

4.15 The Customer may lodge a complaint in relation to AIR PRO's visa brokerage with AIR PRO (we recommend that this is made in writing). The complaint may be lodged within the statutory time limit, i.e. within 30 days of the visa being granted/not granted. Complaints can be submitted by email to info@airpro.cz.

5. OTHER PROVISIONS

5.1 All other matters shall be governed by the provisions of generally binding legislation, in particular the Civil Code and the Consumer Protection Act, as amended. 5.2. In the event of a consumer dispute arising from a travel contract, a purchase contract or a contract for the provision of services that cannot be resolved by agreement, the consumer may submit a proposal for out-of-court settlement of such dispute to the competent body for out-of-court settlement of consumer disputes, which is the Czech Trade Inspection Authority, Central Inspectorate - ADR Department, Štěpánská 22, 110 00 Prague 1, e-mail: adr@coi.cz, website: adr.coi.cz.

The consumer may also use the online dispute resolution platform provided by the European Commission at ec.europa.eu/consumers/odr/.

5.2 The Customer acknowledges that he/she is entitled to submit a review/feedback (hereinafter referred to as "Review") via the Website or electronic communication after returning from a tour, stay or trip otherwise arranged/organised by AIR PRO, and thus provide information about the quality of the service to other potential customers. AIR PRO may publish the Review at its sole discretion or refuse to publish the Customer Review without giving any reason. AIR PRO is under no obligation to notify Customer of the publication or rejection of its Review. By submitting a Review, the Customer consents to the publication of the Review on AIR PRO's website and in other promotional materials (catalogue, social networks, etc.). The Customer further agrees that AIR PRO may modify the Review received at its discretion, in particular so that it does not contain the names of specific Carriers, Organizers, Providers, TOs or other names.

6. FINAL PROVISIONS

6.1 These TERMS and CONDITIONS may only be amended by written agreement between AIR PRO and the Customer.

6.2 The Customer agrees that:

(a) with the delivery of the Travel Document or related services to the address specified in his/her Order,

(b) refusal to accept the shipment or failure to accept and return the shipment to AIR PRO shall be deemed delivery. The effect of delivery shall commence from the return of the undelivered parcel.

(d) delivery of a travel document or related services to the address and in the manner specified in the order. Delivery services are arranged with the Czech Post or other delivery companies and AIR PRO shall not be liable for the timely delivery of parcels, their loss, etc.

6.3 By concluding the Contract in accordance with these GTC, the Customer agrees that the rights and obligations of the Customer and AIR PRO in connection with the conclusion of the Contract shall be governed by these GTC.

7. CONSENT TO THE PROCESSING OF PERSONAL DATA

7.1 The Customer/Data Subject hereby consents to AIR PRO (or its employee) collecting, storing and processing the Customer's personal data provided to AIR PRO ("Controller") for the purposes set out below. This consent is given for all data provided by the Customer in the Agreement and related documents, for a period of five (5) years from the date of consent. At the same time, the Customer is aware of his/her rights under § 12 and § 21 of Act No. 101/2000 Coll. on the Protection of Personal Data. He declares that all data is accurate and true and that it was provided voluntarily.

7.2 The Data Subject may request the Data Controller to inform him/her about the processing of his/her personal data. The Data Controller shall provide such information to the Data Subject without undue delay. 7.3. If the Data Subject who has signed these TERMS and CONDITIONS discovers or believes that the Controller is processing his/her personal data in violation of the protection of his/her personal and private life or in violation of the law, in particular if his/her personal data are inaccurate with regard to the purpose of their processing, he/she may request an explanation from the Controller and ask him/her to remedy the situation; this may include, in particular, blocking, rectification, completion or destruction of the personal data. If the controller does not comply with the data subject's request, the data subject may request assistance from the Data Protection Authority.

7.3 In accordance with Section 5 of Act No. 101/2000 Coll. on the Protection of Personal Data, all information is collected and processed solely for the purpose of providing travel services and offering products and services to the Information Subject/Customer. All such information is also collected, processed and stored for the purpose of sending commercial communications to the Information Subject by electronic means pursuant to Act No. 480/2004 Coll. on Certain Information Society Services, until the Information Subject sends the Administrator directly and effectively information that he/she no longer wishes to receive commercial communications from the Administrator), but for a maximum period of five (5) years. The Information Subject further agrees that other personal data may be combined with the information provided by him/her. Aggregate information may be used by the Controller for statistical purposes, for the Controller's internal use.

7.4 The Controller declares that it will collect personal data to the extent necessary to achieve the stated purpose and will only process it in accordance with the purpose for which it is

it was collected. The Controller's employees and other persons who process personal data under agreement with the Controller and other employees are obliged to maintain confidentiality of personal data even after termination of employment or work.

8. VALIDITY AND EFFECTIVENESS

These terms and conditions shall come into force and effect on 1 January 2023 and are available for inspection at the office of AIR PRO spol. s r.o.