Travel conditions

View our ANVR certificate and the ANVR brochure. Read the ANVR Terms and Conditions for Travellers and other important information.

Op het boekingsformulier moet u aanvinken dat u voor boeking kennis hebt genomen van en akkoord gaat met de specifieke voorwaarden uit de ANVR-Reizigersvoorwaarden die van toepassing zijn op uw boeking, t.w. de ANVR-Reisvoorwaarden voor pakketreizen of ANVR-Boekingsvoorwaarden voor bemiddeling van enkelvoudige reisdiensten of van een pakketreis bij een niet- ANVR of EER reisorganisator en/of Gekoppeld Reisarrangement Voorwaarden en overige ANVR-informatie.

Additional Avila Reizen Terms and Conditions
The following terms and conditions have been drawn up by us, Avila Reizen B.V., and apply in addition to the ANVR Travel Terms and Conditions as in force from 1 July 2018. No consultation has taken place between the ANVR and the Consumers’ Association regarding the content of these articles within the framework of the Co-ordination Group for Self-Regulatory Consultation of the Social and Economic Council. Subject to the exceptions permitted in the terms and conditions themselves, these specific provisions do not affect the ANVR-Travel Conditions and are intended solely to supplement the ANVR conditions where this is stated in the ANVR conditions themselves and/or to further strengthen the traveller’s position.

Article 1. General provision
Where the ANVR Travel Conditions refer to the tour operator, Avila Reizen is meant.

Article 2. (Down) Payment
2.1. Upon conclusion of the contract, a deposit of 30% of the total agreed travel sum for the land-based package must be paid (with a minimum of €150 per person), plus any payments for insurance premiums and costs included in the travel contract. If flight tickets are also included in the travel package organised by Avila Reizen, these must be paid in full immediately upon conclusion of the agreement. In exceptional cases (for example, for cruises or special excursions), different deposit or payment arrangements may apply. Different deposit rules apply to group tours and incentive trips.
2.2. The balance of the travel sum must be paid no later than eight weeks before the day of departure. If payment is not made on time, the traveller is in default. This may result in cancellation, in which case the cancellation costs will be charged to the traveller.
2.3. If the contract is concluded within eight weeks of the day of departure, the full travel sum must be paid immediately.
2.4. A traveller who fails to pay on time shall be liable to pay statutory interest on the outstanding amount. In addition, extrajudicial collection costs (15% of the amount claimed) will be charged.
2.5. Payments should preferably be made by bank transfer to Avila Reizen’s account. Payment by credit card is also possible; we charge a surcharge of 2.9% for credit card payments.
2.6. Avila Reizen charges an administration fee of €50 per contract.

Article 3. Cancellation by the traveller
3.1 If the traveller cancels the contract, the tour operator will charge the traveller the following cancellation fees in addition to any booking fees due:
* for cancellations up to and including the 90th calendar day before the departure date: 30% of the total cost of the trip;
* for cancellations from the 90th calendar day (inclusive) up to and excluding the 60th calendar day before the departure date: 50% of the tour price;
* for cancellations from the 60th calendar day (inclusive) up to and excluding the 14th calendar day before the departure date: 75 per cent of the tour price;
* in the event of cancellation from the 14th calendar day (inclusive) up to and including the day of departure or later: the full tour price.
3.2. If a trip consists of various components to which different cancellation provisions apply, the specific provisions of the supplier applicable to each component shall apply. For example, different cancellation policies may apply to cruises, car hire, special excursions, and specific services such as national parks and cultural or sporting events. It will be indicated at the latest at the time of booking whether, in deviation from the above cancellation fee scale, specific cancellation terms apply to parts of the trip.
3.3 For international and domestic flight tickets, cancellation charges of 100% of the tour price apply from the moment of booking. If you specifically wish to book flight tickets that can still be amended or cancelled, you must make this clear in advance.
3.4. For a gorilla permit, cancellation charges of 100% of the tour price apply from the moment of booking.

3.5 Cancellation by a traveller in a travel group
3.5.1 If a traveller in a travel group cancels their share of a travel contract for a joint stay in a hotel, flat, holiday home or other accommodation, they are liable for cancellation charges.
3.5.2 If the size of the remaining group is listed in the price table for this accommodation, the tour operator will make the remaining traveller(s) an amendment proposal appropriate to the new group size, for the same period and in the same accommodation.
3.5.3 For the traveller(s) referred to above, the tour price will be adjusted in accordance with the price table. The normal payment terms applied by the tour operator will apply to the payment of the adjusted tour price.
3.5.4 If the proposed alternative is not feasible or is not accepted, the contract will be cancelled for all travellers and all travellers will be liable for cancellation charges.
3.5.5 The total amount of cancellation charges and revised tour prices shall not exceed the total tour price for the original travellers. Any surplus shall be deducted from the new tour price.

3.6. Cancellations made outside office hours are deemed to have been made on the next working day.
3.7. More flexible cancellation terms may sometimes be possible, depending on the destination and the type of trip, subject to consultation; if desired, you may contact the travel specialist regarding this before making a final booking.
3.8. Trips booked up to and including 20 May 2026 are subject to the cancellation fee policy as set out in Article 9.2 of the ANVR Travellers’ Terms and Conditions: travellers-terms-and-conditions.pdf

Article 4. Complaints procedure
4.1. An observed shortcoming in the performance of the agreement must be reported to the service provider concerned as soon as possible, so that it can find a suitable solution. If the shortcoming is not resolved and detracts from the quality of the trip, it must be reported immediately to the local representation or, if unreachable, to Avila Reizen. Communication costs will be reimbursed by Avila Reizen, unless it appears that they reasonably should not have been incurred. Proof of incurred costs (invoices) must be shown. If afterwards it appears that the traveller did not comply with this reporting obligation and Avila Reizen was not given the opportunity to remedy the shortcoming, his possible right to compensation may be limited or excluded.
4.2. If a complaint is not satisfactorily resolved, it must be submitted to Avila Reizen in writing and with reasons no later than one month after the end of the trip. If the complaint does not concern the execution but the formation of a contract, it must be submitted to Avila Reizen within one month after the traveller learns of the facts to which the complaint relates.
4.3. Dutch law applies to all disputes between Avila Reizen and the traveller.

Article 5. Travel documents and travel documents
The traveller must be in possession of the necessary valid documents at departure and during the trip, such as a passport and any required visas, proof of vaccinations/vaccinations and (international) driving licence (in case of self-drive). The traveller must check the general information provided by Avila Reizen for accuracy at authorities that can give definite information about this. If the aforementioned is not complied with by the traveller and the traveller cannot or cannot fully make the trip, the costs and all related consequences are for the account of the traveller.
5.2. During the travel arrangement, the traveller must be in possession of insurance covering at least the risk of hospital, medical, funeral and repatriation costs in a reasonable manner.
5.3. Avila Reizen puts the necessary travel documents in the possession of the traveller no later than 10 days before the day of departure, provided full payment for the trip has been made.

Article 6. Changes by the traveller
Up to 28 days before departure, the traveller may request changes to the contract. These changes will be made as far as possible. If the total cost of the trip changes, the traveller must pay the revised amount, less any sums already paid. In addition to the actual costs, a change fee of €25 per booking per change will be charged, plus any communication costs. Postponement of the departure date or a reduction in the number of paying passengers is regarded as a (partial) cancellation, to which Article 3 applies.

Article 7. Changes made by Avila Reizen
A traveller who exercises their right to reject the change or alternative offer from Avila Reizen must give notice of this within 3 working days of receiving notification of the change. From 10 days before departure, a period of 24 hours (1 working day) applies. In that case, Avila Reizen is entitled to terminate the contract with immediate effect. In such cases, the traveller is entitled to a waiver or refund of the travel sum (or, if the trip has already been partially enjoyed, to a refund of a proportionate part thereof) within 2 weeks.