Terms and conditions
1. Introduction:
Secret Romania (referred to as “we”, “us”, “our”please read the About page) is a trademark of Flio Travel&Events SRL, CUI RO33864909, J2014014009409. These terms & conditions apply to all the services on our website www.secretromania.com. Our full contact details, travel agency licence and insolvency protection information are available on our About page and in the individual travel contract. Romanian law applies to the contractual relationship between you and Flio Travel & Events SRL.
2. Booking a tour
You must be at least 18 years old to make a booking. The person making the booking confirms that the information provided is correct, they are authorised to make the booking for all travellers included and all travellers have been informed about these Terms and Conditions.
The tours shown on our website are examples and may be customised according to your preferences. Sending an enquiry or completing a booking form does not confirm your reservation.
Your booking is confirmed only after:
- we confirm the availability of the services;
- we send you the final offer, itinerary and travel contract;
- you accept the offer and contract;
- we receive the required deposit or full payment.
Your final offer, itinerary, invoice and travel contract form part of your agreement with us. If your individual travel contract contains different booking conditions, the conditions in the contract will apply.
3. Prices and payments
The final price, included services, excluded services and payment deadlines will be clearly mentioned in your offer and travel contract. Payments can be made by bank transfer or through a secure online payment link provided by us. Any bank fees, card charges or currency conversion costs charged by your bank are your responsibility. If a payment is not made by the agreed deadline, we may treat the booking as cancelled after informing you.
4. Day trips and one-day guided tours
For a tour lasting less than 24 hours and not including accommodation, a deposit of 20% is normally required when the booking is confirmed. The remaining amount must be paid by the deadline stated in the offer and no later than the day of the tour. You may request a change of date at least five days before the tour. A date change depends on availability and may involve additional costs. The new date is confirmed only after we confirm availability, you accept any additional cost and any required payment is made. If you cancel a day trip or guided tour with more than 7 days before the tour, the 20% deposit will normally be retained as the cancellation fee. For cancellations with less than 7 days before the tour, the cancellation fee is 100%.
5. Multi-day tours
For a multi-day tour booked more than 30 days before departure a 20% deposit is required when the booking is confirmed and the remaining amount must be paid at least 30 days before departure. For bookings made 30 days or less before departure, full payment is normally required when the booking is confirmed. Different payment and cancellation conditions may apply to larger groups, special events, non-refundable hotels or services with stricter supplier conditions. These conditions will be clearly stated in your offer or travel contract.
6. Cancellation by the traveller
You may cancel your booking at any time before departure by informing us in writing. Unless your travel contract states otherwise, the following cancellation fees apply to multi-day tours:
- more than 30 days before departure: 20% of the total tour price;
- between 15 and 29 days before departure: 50% of the total tour price;
- 14 days or less before departure: 100% of the total tour price;
- no-show: 100% of the total tour price.
These cancellation fees reflect the costs already incurred, supplier charges and the losses caused by the cancellation.
Where package travel legislation applies, you may cancel without a cancellation fee if unavoidable and extraordinary circumstances at the destination significantly affect the tour. Any refund required by law will be made within the legal deadline.
7. Changes requested by the traveller
You may request changes to the dates, itinerary, accommodation, traveller names or other booking details. All changes depend on availability. Changes may involve additional costs, including: different hotel prices; supplier amendment fees; new entrance fees; transport changes; seasonal price differences; exchange-rate differences. A change is confirmed only after we approve it in writing, you accept the revised price and any additional payment is made. If the requested change is not possible, the original booking remains valid. If you decide to cancel instead, the applicable cancellation policy will apply.
8. Transferring the tour to another person
Where allowed by package travel legislation, you may transfer your booking to another person who meets all the requirements for the trip. You must inform us within a reasonable period before departure. The original traveller and the replacement traveller may be responsible for any outstanding payment; supplier amendment charges; administrative costs or other costs caused by the transfer. We will provide information about these costs upon request.
9. Changes made by us
We may make minor changes to the itinerary, accommodation, schedule or order of visits if these changes do not significantly affect the overall tour. Changes may be necessary because of: attraction opening hours; traffic; weather; local events; safety concerns; supplier availability or operational reasons. The guide may change the order of visits during the tour when this helps the itinerary run more smoothly or safely. If we need to make a significant change to an essential part of the tour before departure, we will inform you as soon as possible. Where required by law, you may choose to: accept the change; accept an alternative tour, if available or cancel the contract and receive the refund required by law.
10. Cancellation by us
We may cancel a booking if unavoidable and extraordinary circumstances prevent us from operating the tour, the required payments are not made, important information provided by the traveller is incorrect or a traveller creates a serious safety or operational risk. If we cancel because of unavoidable and extraordinary circumstances, we will provide the refund required by law. If the cancellation results from the traveller not respecting the contract, the applicable cancellation fees may apply.
11. Our responsibility for the tour
For multi-day packages, we are responsible for the proper performance of the services included in your contract, even when some services are provided by hotels, guides, transport companies or other suppliers. If you experience a problem during the trip, please inform us as soon as possible. This gives us the opportunity to: correct the problem, provide a suitable alternative, replace the affected service, offer assistance or provide another remedy required by law. If we cannot resolve a significant issue within a reasonable time, you may be entitled to a price reduction, reimbursement, alternative service or compensation, depending on the circumstances and applicable law. Nothing in these Terms limits any legal right or liability that cannot legally be excluded.
We are not responsible for delays, cancellations, schedule changes or other problems affecting flights, transportation, accommodation or other services booked independently by the traveller and not included in the package travel contract.
12. Events outside our control
Unavoidable and extraordinary circumstances may include severe weather; natural disasters; war or serious security incidents; epidemics or public-health restrictions; border closures; major transport disruption; strikes; government measures or other events outside our reasonable control. If such an event affects your tour, we will inform you as soon as possible and take the steps required by the contract and applicable law. These circumstances do not remove any legal right you may have to assistance, cancellation or reimbursement.
13. Travel documents
Travellers are responsible for obtaining and carrying all documents required for the trip, including: valid passports or identity cards; visas; residence permits; driving licences; travel authorisations; health documents; any other required travel documents. Travellers are also responsible for checking the entry, exit, customs, health and border requirements that apply to their nationality and destination. We are not responsible if a traveller is refused boarding, entry or access to a service because they do not have the correct documents or do not meet the applicable requirements. In this situation, the traveller is responsible for any additional costs, and the cancellation or no-show policy may apply.
14. Health, mobility and special requirements
Please inform us in writing before booking, or as soon as possible, about any requirement that may affect the organisation or safe operation of the trip. This may include: reduced mobility; accessibility needs; allergies; dietary requirements; medical conditions; pregnancy; treatments requiring special attention or other relevant limitations. We will make reasonable efforts to meet your requirements, but we cannot guarantee that every hotel, attraction, vehicle or destination will be fully accessible or suitable. Travellers are responsible for ensuring that they are physically able to participate in the selected activities. Travellers must follow applicable public-health rules and must not knowingly create a serious health risk for other travellers, staff or suppliers.
15. Traveller behaviour
Travellers must behave respectfully towards guides, drivers, suppliers, local communities and other participants. Smoking is not allowed inside vehicles. Travellers must not use illegal drugs, be under the influence of alcohol or drugs in a way that creates a safety risk, threaten or harass another person, seriously disrupt the tour, interfere with the driver or guide, damage vehicles, hotels or other property. We may refuse or stop providing a service if a traveller’s behaviour creates a serious safety risk or significantly disrupts the trip. No refund will normally be provided for services not used in these circumstances, except where required by law. Travellers under 18 must be accompanied by a parent, legal guardian or another authorised adult, unless another arrangement has been agreed in writing.
16. Travel insurance
We strongly recommend purchasing comprehensive travel insurance as soon as your booking is confirmed. Your insurance should cover, where applicable: trip cancellation, medical treatment, accidents, personal belongings, travel delays, missed departures, emergency assistance, evacuation and repatriation. If you choose not to purchase adequate insurance, you will be responsible for costs that could otherwise have been covered by an insurance policy.
17. Complaints
Please report any problem during the tour immediately to your guide, driver, supplier or our emergency contact. You should give us a reasonable opportunity to investigate and solve the problem while the tour is taking place. If the issue is not resolved, you may send a written complaint to office@secretromania.com. Please include your name, your contract number, a description of the issue, the date and location and any relevant photographs, receipts or supporting documents. Not reporting a problem during the trip does not automatically remove your legal rights, but it may make it more difficult for us to investigate or resolve the issue.
18. Privacy
We process personal information in accordance with our Privacy Policy and Cookie Policy. The information you provide may be shared with hotels, guides, transport companies and other suppliers when this is necessary to organise and provide the booked services.
19. Copyright
The text, photographs, itineraries, graphics, logos and other materials published on www.secretromania.com belong to us or are used with the owner’s permission. They may not be copied, reproduced, modified, distributed, sold or used for commercial purposes without our prior written permission. Copyright notices, trademarks and other ownership notices may not be removed or changed.
20. Final provisions
The version of these Terms and Conditions available on the date of your booking will apply to your booking. We may update these Terms from time to time. Changes will not apply to an already confirmed booking unless required by law or agreed by both parties. If one provision is found to be invalid or unenforceable, the remaining provisions will continue to apply. Nothing in these Terms limits the mandatory rights granted to consumers and travellers under Romanian and European Union law.
- Travel agency: Flio Travel & Events
- Address: Claudiu 24, Bucharest
Last update: 20.07.2026
