Hotel Raffaello

LTD "Travelfy"

Customer Service Terms and Conditions

(Merchant Policy)

1. About the Company

LTD "Travelfy" (hereinafter — the "Company") is a travel service provider. This document defines the merchant policy and terms governing the relationship between the Company and the customer.

2. Scope of Services

The Company offers the following types of travel services:

• Creation and implementation of international and local travel packages
• Booking and arrangement of airline tickets
• Hotel bookings (various categories)
• Organization of transfers (Airport — Hotel — Airport)
• Organization of excursions and visits
• Consultation and assistance with visa processing
• Organization of individual and group tours

3. Order Placement and Contract

3.1 Order Procedure

The purchase of a travel package is executed on the basis of these Terms and Conditions and the service contract concluded between the Company and the customer.

To place an order, the customer is obliged to:

• Provide the Company representative with full name, passport series/number, date of birth, and citizenship for all tourists;
• Sign the service contract;
• Pay the full cost of the package on the day of signing the contract.

3.2 Contract

Services are provided solely on the basis of a written contract concluded between the Company and the customer. The contract is drawn up in Georgian, in two copies.

4. Cost and Payment

4.1 Pricing

The cost of the travel package includes all applicable taxes and is specified in Georgian Lari (GEL).

4.2 Payment Terms

The full cost of the package is payable on the day of signing the contract. Payment can be made via:

• Bank transfer — JSC "TBC Bank", Acc. # GE53TB7626736080100009
• Bank transfer — JSC "Bank of Georgia", Acc. # GE53BG0000000162482713

Important Payment Condition:

If the customer fails to pay the full amount on the day of contract signing, the Company incurs no obligations toward the customer, and the tour will not be performed.

Payment of the service cost by the customer, as provided for in the contract, signifies that the Company commences execution of the agreed services on the date of payment.

5. Termination and Cancellation of Contract

5.1 Non-Cancellability

The customer does not have the right to withdraw from the contract; accordingly, they are not entitled to claim refunds from the Company for funds paid for the provision of services.

5.2 Contract Termination

The customer may decline the service at any time without claiming compensation.

5.3 Force Majeure

In the event of force majeure circumstances (natural disasters, military actions, pandemics, government restrictions) that directly impact travel to the destination:

• If the delay does not exceed 2 weeks — the tour may be postponed by mutual agreement;
• If the delay exceeds 2 weeks — either party may terminate the contract; the Company is obliged to refund the paid amount minus expenses already incurred.

5.4 Cancellation by the Company

If the Company terminates the contract outside of force majeure, it is obliged to refund the full amount paid by the customer within 14 calendar days.

6. Modification of Service Terms

6.1 Minor Changes

The Company reserves the right, due to reasons beyond its control (decisions by airlines, hotels, or other service providers), to unilaterally make minor changes, including changes to hotel room categories, flight schedules, or transfer routes. The Company is obliged to inform the customer of such changes in writing.

6.2 Major Changes

A major change is defined as:

• A change in the departure date by more than 24 hours.

In the event of a major change, the customer has the right, within 3 calendar days, to:

• Agree to the change; or
• Terminate the contract, subject to deduction of expenses already incurred by the Company.

Silence as Consent:

If the customer fails to respond within the 3-day period, it shall be deemed as consent to the change.

7. Customer Obligations

The customer/tourist is obliged to:

• Provide copies of passports for all tourists at least 14 calendar days prior to departure;
• Ensure that their passport remains valid for at least 6 months from the date of departure;
• Assume full responsibility for obtaining visas and other travel documentation (the Company provides assistance, but final responsibility rests with the customer);
• Familiarize themselves with the entry requirements of the destination country (visas, health certificates, etc.) prior to departure;
• Comply with hotel rules of conduct and local laws;
• Submit any claims immediately during the trip, or within 3 calendar days upon return, to the Company.

8. Company Liability and Exceptions

8.1 Company Liability

The Company is responsible for the proper execution of services specified in the contract. However, the Company cannot be held liable for wrongful acts of third parties. In such cases, the Company undertakes to provide appropriate communication support to the customer/tourist regarding damages caused by third parties.

8.2 Exceptions

The Company is not liable for:

• Inability to receive services due to missing or expired visas, passports, or other official documents;
• Actions taken by customs, border, or quarantine authorities;
• Actions or omissions of insurance companies;
• Any outcome that did not occur due to the fault of the Company;
• Voluntary non-utilization of services by the tourist if those services were available.

9. Claims and Dispute Resolution

In the event of any claim, the customer is obliged to:

• During the trip: Notify the Company’s representative immediately;
• Upon return: Submit a written claim to the Company within 3 calendar days via email: info@travelfy.ge.

The Company is obliged to review claims within 30 calendar days. In the event of non-agreement, disputes shall be settled in the Tbilisi City Court, in accordance with the legislation of Georgia.

Customer Legal Rights:

The customer additionally has the right to appeal to the Legal Entity of Public Law — the Georgian Competition and Consumer Protection Agency.

10. Personal Data Protection

The Company processes customer personal data in accordance with the Law of Georgia "On Personal Data Protection," solely for the purpose of delivering travel services. Data shall not be transferred to third parties beyond what is necessary to perform the service.

11. Governing Law

These Terms and Conditions are based on and comply with the effective legislation of Georgia.

LTD "Travelfy" | info@travelfy.ge | 201 Shalva Nutsubidze St., Tbilisi

Identification Code: 400282564 | Effective from: June 01, 2026 | Revision II