Terms and Condtions
TERMS AND CONDITIONS
Booking conditions and service contractual terms
Parties to the contract and scope of application
0.1. This document (“Terms and Conditions”) governs the contractual relationship between:
- Off the Map – by Tommaso Aguzzi, with registered office at Nusupbekov St. 15/8, Apt. 44, 050002 Almaty, Kazakhstan, Tax Code GZZTMS93D30I608N, VAT No. 230940021587, hereinafter also “Arbustan”, “we”, “us”, or the “Organizer”;
- and the customer who books a trip or service through Arbustan/Off the Map, hereinafter the “Customer”, “Traveller”, or “You”.
0.2. These Terms and Conditions apply to all trips, tours, and travel services organized or brokered by Arbustan, in particular in Kazakhstan, Uzbekistan, Tajikistan, Kyrgyzstan, and Turkmenistan, as well as in any other countries that may be indicated in the travel programs.
0.3. The “Contract” consists of:
- these Terms and Conditions;
- the travel program or tour technical sheet (“Trip” or “Tour”);
- any quote/personalized offer (if applicable);
- the (online) booking form or travel confirmation;
- any risk-acceptance / release forms;
- any other written document referenced in the booking confirmation.
0.4. The Contract is concluded only when the Customer makes a payment (deposit or balance) to Arbustan and Arbustan confirms the booking in writing.
1. Booking and deposit
1.1. To book an Arbustan Trip, the Customer must:
- complete and submit the (online) booking form;
- pay a deposit according to the methods and deadlines indicated in the relevant invoice or booking confirmation.
1.2. Unless otherwise stated in writing, the deposit is €300 or, in specific cases, 20% of the total Trip price.
1.3. The deposit is, as a rule, non-refundable, both in the event of cancellation by the Customer and if the Trip is cancelled due to force majeure or external circumstances not attributable to Arbustan. Any exceptions may be assessed in cases of inability to travel due to serious health reasons.
1.4. In some cases (for example, to secure domestic flights, special permits, local services with strict policies), interim payments or additional deposits may be required, as specified in the invoice.
1.5. The Contract between Arbustan and the Customer is deemed concluded and binding when:
- Arbustan confirms the booking in writing, and
- receipt of the required deposit is recorded.
1.6. Arbustan reserves the right not to accept a booking and to fully refund any deposit received, with no further obligations or compensation.
1.7. By paying the deposit, the Customer declares that they have read, understood, and fully accepted these Terms and Conditions.
2. Payment of the balance
2.1. Unless otherwise stated in writing, the Trip balance must be paid no later than 50 days before the departure date.
2.2. For bookings made less than 50 days before departure, full payment is required at the time of confirmation.
2.3. For payments from abroad or in a different currency, the Customer is responsible for all bank fees, ensuring that Arbustan receives the full amount due.
2.4. Payment terms and deadlines may be specifically adapted case by case in the invoice or travel contract; in such case, the conditions indicated therein shall prevail.
3. Non-payment
3.1. If the balance is not received by the established deadline (unless otherwise agreed in writing), Arbustan may consider the booking cancelled by the Customer and retain the non-refundable deposit.
3.2. Any exceptions to the standard payment deadlines must be agreed in writing; in the absence of such exceptions, the general terms above apply.
4. Documents, visas, health, and health requirements
4.1. It is the Customer’s sole responsibility to:
- verify passport validity (generally with at least 6 months remaining from the return date);
- obtain any visas, entry or transit permits, except for Turkmenistan where Arbustan assists the customer with the visa application process;
- comply with any health, vaccination, or insurance requirements imposed by the countries visited or transited.
4.2. Arbustan may provide general information about visas and health matters, but such indications are for information purposes only; the Customer must always verify with consulates/embassies and their doctor.
4.3. If the Customer cannot start or continue the trip due to lack of documents, visa, health checks, or due to decisions by authorities (customs, border police, immigration), this shall be considered a cancellation attributable to the Customer; Arbustan may retain the amount due according to the applicable penalties.
4.4. Arbustan is not responsible for additional costs (e.g., extra nights, quarantines, tests, flight changes) incurred due to illnesses, epidemics, pandemics, or health measures imposed by authorities (including Covid-19 / SARS-CoV-2 or other diseases).
4.5. The Customer acknowledges the health risks associated with international travel and undertakes to adopt all reasonable precautions (recommended vaccines, hygiene, anti-contagion measures, etc.).
5. Cancellation by the Customer
5.1. The Customer’s withdrawal from the Trip must be communicated in writing (e-mail or other traceable means). The date of written receipt by Arbustan is considered the effective cancellation date.
5.2. The deposit is normally non-refundable.
In addition, in the event of cancellation, unless otherwise stated in the trip sheet, the following penalties apply to the total Trip price:
- 50 or more days before departure: retention of the deposit only;
- 49–30 days before departure: penalty equal to 25% of the Trip cost;
- 29–15 days before departure: penalty equal to 75% of the Trip cost;
- less than 15 days before departure or no-show: 100% of the Trip cost.
5.3. Some services (e.g., special permits, “non-refundable” services from local partners) may be subject to stricter cancellation conditions up to 100% of the cost even at earlier dates; such conditions will, where possible, be communicated to the Customer.
5.4. After the departure date, no refund is provided for unused portions of the trip due to the Customer’s choice (leaving the group, early return, отказ/renunciation of activities).
5.5. If the Customer voluntarily decides to change their itinerary during the trip, the costs and risks are solely at their own expense; the Customer must inform the guide or tour leader in writing of the reason for leaving.
6. Cancellation or changes by Arbustan
6.1. Arbustan reserves the right to cancel a Trip before departure in the event of:
- minimum number of participants not reached;serious operational issues (e.g., cancellation of crucial flights);
- unforeseeable circumstances such as political unrest, conflicts, natural disasters, decisions by authorities;
- other force majeure events or exceptional circumstances that make the Trip impossible or seriously risky.
6.2. In case of Trip cancellation by Arbustan before departure (not due to the Customer’s breach), the Customer will be offered, where possible:
- an alternative trip of equal or lower value;
- or a refund of the amounts paid as the Trip price, less any non-recoverable costs already incurred towards third parties.
6.3. Arbustan is not responsible for ancillary expenses independently incurred by the Customer (flights to/from the meeting point, hotels before or after the tour, purchased equipment, etc.), nor for other indirect losses related to the cancellation.
6.4. If a flight or an essential service is cancelled by the supplier (airline, local operator) and this makes it impossible to carry out the Trip as planned, Arbustan will refund only the amounts actually recoverable from suppliers, unless otherwise agreed in writing.
6.5. In any case, the Customer is advised to obtain suitable cancellation insurance to cover these risks.
7. Nature of Arbustan trips and acceptance of risk
7.1. Arbustan trips are often adventure/expedition-type and may take place in remote or logistically complex areas of Kazakhstan, Uzbekistan, Tajikistan, Kyrgyzstan, and Turkmenistan. This may involve:
- hygiene, infrastructure, and safety standards different from and lower than those in Europe;
- poor road conditions, long transfers, delays;
- basic facilities (guesthouses, homestays, yurts, tent camps);
- extreme weather conditions (intense cold, heat, wind, sandstorms);possible political or security tensions in some areas.
7.2. By booking an Arbustan trip, the Customer declares that they:
- understand and knowingly accept that the Trip involves additional risks compared to a “standard” trip;
- are willing to face such risks responsibly;
- accept a degree of flexibility in the program (changes in schedules, itinerary, accommodation, etc.).
7.3. Arbustan will do what is reasonably possible to safeguard participants’ safety, but certain risks (related to nature, political context, crime, terrorism, infrastructure conditions) cannot be eliminated.
7.4. For certain destinations and where deemed necessary in light of conditions, Arbustan may require the Customer to sign a specific declaration of awareness and assumption of risk, in addition to any further releases.
7.5. Arbustan may require a medical certificate or self-declaration regarding the Customer’s health condition, especially for high-altitude trips or physically demanding itineraries. In case of doubt, Arbustan or the guide may limit or exclude the Customer from certain activities, with no right to a refund for unused parts of the Trip.
8. Arbustan’s role as organizer / intermediary
8.1. In some cases Arbustan acts as the main organizer of the trip; in other cases it may act as an intermediary with respect to a local tour operator or agency (for example for certain itineraries or in areas subject to restrictions).
8.2. In trips where Arbustan acts mainly as an intermediary, responsibility for proper performance of the tourist services lies primarily with the local supplier, within the limits provided by law; Arbustan is liable within the limits of its role and intermediary obligations.
9. Price changes
9.1. The trip price may be subject to adjustments in the event of:
- significant changes in airport taxes, fuel costs, transport fares;
- strong exchange-rate fluctuations;
- increases imposed by local suppliers (e.g., parks, special permits).
9.2. If the booking is made close to departure, the previously indicated price may be updated according to the actual rates applied by airlines, facilities, and local partners.
9.3. Any significant increases compared to the originally communicated price will be notified in writing to the Customer, who may accept or, where provided by law, withdraw without penalties.
10. Transfer of booking and changes requested by the Customer
10.1. If the Customer wishes to move their booking from one trip to another or change the date, Arbustan will try, where possible, to facilitate the change. The following may be charged:
- an administration fee (e.g., €50–60);
- any additional costs required by suppliers (airlines, local partners, etc.).
10.2. Transfers requested within 50 days of departure are subject to service availability and may be treated as a cancellation + new booking, with application of the relevant penalties.
10.3. If the Customer cannot participate in the trip, they may transfer the booking to another person who meets the requirements (documents, health condition, etc.), informing Arbustan in writing as soon as possible. The new participant must sign the travel documents and accept these Terms and Conditions.
The original Customer and the substitute participant are jointly and severally liable for payment of the balance and any additional costs.
11. Changes to the itinerary by Arbustan
11.1. Arbustan itineraries are planned well in advance; however, the nature of travel in Central Asia requires great flexibility. Changes may concern:
- order of stops;
- type of transport;
- accommodation facilities;
- duration and modality of certain activities.
11.2. Arbustan may make non-material changes to the program when necessary for organizational or safety reasons or due to force majeure, with no obligation to provide compensation, provided that the overall nature of the trip is not fundamentally altered.
11.3. If significant changes are required before departure (e.g., changes of dates, changes of areas visited for safety reasons), Arbustan will inform the Customer as soon as possible. The Customer may:
- accept the new conditions;
- choose another available Arbustan trip;
- withdraw in cases provided by law, with any refund due.
11.4. During the trip, the guide or tour leader has the right to modify the program, with no right to refunds, where necessary for the group’s safety, due to adverse weather conditions, closure of roads or passes, logistical issues, decisions by local authorities, or other unforeseeable circumstances.
12. Liability of Arbustan and the Customer
12.1. The Customer acknowledges that the offered trips may involve discomfort, unforeseen events, delays, varying comfort levels, and risks linked to nature and the local context.
12.2. Arbustan is responsible for the careful selection of local suppliers (accommodation, transport, guides) and overall organization in accordance with professional diligence standards, but cannot guarantee standards identical to those in Europe.
12.3. Arbustan is not liable, within the limits of the law, for:
- events attributable to the Customer (e.g., violation of local laws, reckless or dangerous behavior);
- unforeseeable or unavoidable events attributable to third parties unrelated to the provision of services;
- force majeure events or extraordinary circumstances (conflicts, natural disasters, epidemics, government decisions, etc.).
12.4. Arbustan’s total liability for property damage (excluding death and personal injury) is in any case limited, within the maximum limits allowed by law and applicable international conventions.
12.5. Arbustan’s responsibility normally begins from the indicated meeting point (e.g., the starting hotel in the arrival country).
The costs and risks of travel to reach such point (international flights, trains, taxis, etc.) are borne by the Customer.
13. Travel insurance
13.1. The Customer undertakes, before departure, to obtain adequate travel insurance covering at least:
- medical and healthcare expenses (including treatment in third countries, hospitalization, medicines);
- medical repatriation, helicopter rescue, emergency transport;
- third-party civil liability;
- trip cancellation and interruption, where available;
- theft, loss, or damage to baggage.
13.2. For trips to high-risk areas, a special policy may be required, not always covered by standard insurance. It is the Customer’s responsibility to verify territorial coverage and exclusions of their policy.
13.3. Arbustan is not responsible for damages not covered or excluded by the Customer’s policy; any compensation claims must be addressed directly to the insurance company.
13.4. Arbustan may ask the Customer, before departure, to provide:policy details (company, number, emergency phone);an emergency contact (name, address, phone number of a family member or reference person).
14. Guides, tour leaders, and conduct
14.1. Arbustan trips include a tour leader / escort who represents the Organizer and is responsible for the practical conduct of the trip.
14.2. The Customer undertakes to follow the instructions of the tour leader and local guides, especially regarding safety, schedules, and respect for local rules.
14.3. If the Customer’s behavior or physical condition endangers their own safety or that of others, or seriously compromises the trip, the tour leader may decide, in extreme cases, to:
- exclude the Customer from certain activities;
- terminate their participation in the trip, with no right to refunds for unused parts.
15. Local laws, prohibited items, and compliance
15.1. The Customer must comply with the laws, regulations, and local customs of the countries visited (Kazakhstan, Uzbekistan, Tajikistan, Kyrgyzstan, Turkmenistan).
15.2. In particular, the Customer must pay attention to:rules on alcohol, photography, drones, currency, customs;
- import/export bans on goods or equipment;
- sensitive areas (military installations, border posts, critical infrastructure).
15.3. In case of doubts about items to bring (especially drones or sophisticated photography equipment), the Customer is invited to consult Arbustan before departure; however, ultimate responsibility remains with the Customer.
15.4. Arbustan is not responsible for consequences (fines, seizures, proceedings, repatriations) resulting from the Customer’s violation of local laws.
16. Complaints
16.1. If during the trip the Customer identifies a deficiency or service failure, they must report it immediately to the tour leader or local guide, so that Arbustan or partners may attempt to remedy it on site.
16.2. If the issue is not resolved satisfactorily, the Customer is invited to:
- formalize the complaint in writing during the trip (e.g., e-mail to Arbustan or a note given to the tour leader);
- send a detailed written complaint to Arbustan within 7–10 days after returning, attaching useful documentation (photos, receipts, etc.).
16.3. Failure to report promptly may reduce the possibility of intervention and may be considered in assessing any compensation requests.
17. General provisions, applicable law, and competent court
17.1. No collaborator, guide, or agent is authorized to amend these Terms and Conditions unless expressly approved in writing by Arbustan.
17.2. The Customer declares that, before the conclusion of the Contract, they have received essential information on entry requirements, visa, and health requirements for the selected trip, and that they are not aware of personal impediments to complying with them.
17.3. This Contract is governed by Kazakh law.
Without prejudice to mandatory consumer protection rules, any dispute shall fall under the exclusive jurisdiction of the Court of Alamaty, Kazakhstan.
17.4. Any nullity or ineffectiveness of one or more clauses does not entail the nullity of the entire Contract; the remaining clauses shall remain valid and effective. The parties undertake, if necessary, to amend invalid clauses so as to pursue the original objectives in compliance with the law.
17.5. Failure to exercise, on one or more occasions, any right arising from this Contract does not constitute a waiver of that right, which may be enforced at any time.
18. Entry into force
18.1. These Terms and Conditions shall be deemed accepted and binding at the moment the Customer confirms the booking and pays the deposit for the Arbustan trip.
18.2. They shall remain in force for the entire duration of the contractual relationship between Arbustan and the Customer, until completion of the trip and resolution of any complaints.
Booking conditions and service contractual terms
Parties to the contract and scope of application
0.1. This document (“Terms and Conditions”) governs the contractual relationship between:
- Off the Map – by Tommaso Aguzzi, with registered office at Nusupbekov St. 15/8, Apt. 44, 050002 Almaty, Kazakhstan, Tax Code GZZTMS93D30I608N, VAT No. 230940021587, hereinafter also “Arbustan”, “we”, “us”, or the “Organizer”;
- and the customer who books a trip or service through Arbustan/Off the Map, hereinafter the “Customer”, “Traveller”, or “You”.
0.2. These Terms and Conditions apply to all trips, tours, and travel services organized or brokered by Arbustan, in particular in Kazakhstan, Uzbekistan, Tajikistan, Kyrgyzstan, and Turkmenistan, as well as in any other countries that may be indicated in the travel programs.
0.3. The “Contract” consists of:
- these Terms and Conditions;
- the travel program or tour technical sheet (“Trip” or “Tour”);
- any quote/personalized offer (if applicable);
- the (online) booking form or travel confirmation;
- any risk-acceptance / release forms;
- any other written document referenced in the booking confirmation.
0.4. The Contract is concluded only when the Customer makes a payment (deposit or balance) to Arbustan and Arbustan confirms the booking in writing.
1. Booking and deposit
1.1. To book an Arbustan Trip, the Customer must:
- complete and submit the (online) booking form;
- pay a deposit according to the methods and deadlines indicated in the relevant invoice or booking confirmation.
1.2. Unless otherwise stated in writing, the deposit is €300 or, in specific cases, 20% of the total Trip price.
1.3. The deposit is, as a rule, non-refundable, both in the event of cancellation by the Customer and if the Trip is cancelled due to force majeure or external circumstances not attributable to Arbustan. Any exceptions may be assessed in cases of inability to travel due to serious health reasons.
1.4. In some cases (for example, to secure domestic flights, special permits, local services with strict policies), interim payments or additional deposits may be required, as specified in the invoice.
1.5. The Contract between Arbustan and the Customer is deemed concluded and binding when:
- Arbustan confirms the booking in writing, and
- receipt of the required deposit is recorded.
1.6. Arbustan reserves the right not to accept a booking and to fully refund any deposit received, with no further obligations or compensation.
1.7. By paying the deposit, the Customer declares that they have read, understood, and fully accepted these Terms and Conditions.
2. Payment of the balance
2.1. Unless otherwise stated in writing, the Trip balance must be paid no later than 50 days before the departure date.
2.2. For bookings made less than 50 days before departure, full payment is required at the time of confirmation.
2.3. For payments from abroad or in a different currency, the Customer is responsible for all bank fees, ensuring that Arbustan receives the full amount due.
2.4. Payment terms and deadlines may be specifically adapted case by case in the invoice or travel contract; in such case, the conditions indicated therein shall prevail.
3. Non-payment
3.1. If the balance is not received by the established deadline (unless otherwise agreed in writing), Arbustan may consider the booking cancelled by the Customer and retain the non-refundable deposit.
3.2. Any exceptions to the standard payment deadlines must be agreed in writing; in the absence of such exceptions, the general terms above apply.
4. Documents, visas, health, and health requirements
4.1. It is the Customer’s sole responsibility to:
- verify passport validity (generally with at least 6 months remaining from the return date);
- obtain any visas, entry or transit permits, except for Turkmenistan where Arbustan assists the customer with the visa application process;
- comply with any health, vaccination, or insurance requirements imposed by the countries visited or transited.
4.2. Arbustan may provide general information about visas and health matters, but such indications are for information purposes only; the Customer must always verify with consulates/embassies and their doctor.
4.3. If the Customer cannot start or continue the trip due to lack of documents, visa, health checks, or due to decisions by authorities (customs, border police, immigration), this shall be considered a cancellation attributable to the Customer; Arbustan may retain the amount due according to the applicable penalties.
4.4. Arbustan is not responsible for additional costs (e.g., extra nights, quarantines, tests, flight changes) incurred due to illnesses, epidemics, pandemics, or health measures imposed by authorities (including Covid-19 / SARS-CoV-2 or other diseases).
4.5. The Customer acknowledges the health risks associated with international travel and undertakes to adopt all reasonable precautions (recommended vaccines, hygiene, anti-contagion measures, etc.).
5. Cancellation by the Customer
5.1. The Customer’s withdrawal from the Trip must be communicated in writing (e-mail or other traceable means). The date of written receipt by Arbustan is considered the effective cancellation date.
5.2. The deposit is normally non-refundable.
In addition, in the event of cancellation, unless otherwise stated in the trip sheet, the following penalties apply to the total Trip price:
- 50 or more days before departure: retention of the deposit only;
- 49–30 days before departure: penalty equal to 25% of the Trip cost;
- 29–15 days before departure: penalty equal to 75% of the Trip cost;
- less than 15 days before departure or no-show: 100% of the Trip cost.
5.3. Some services (e.g., special permits, “non-refundable” services from local partners) may be subject to stricter cancellation conditions up to 100% of the cost even at earlier dates; such conditions will, where possible, be communicated to the Customer.
5.4. After the departure date, no refund is provided for unused portions of the trip due to the Customer’s choice (leaving the group, early return, отказ/renunciation of activities).
5.5. If the Customer voluntarily decides to change their itinerary during the trip, the costs and risks are solely at their own expense; the Customer must inform the guide or tour leader in writing of the reason for leaving.
6. Cancellation or changes by Arbustan
6.1. Arbustan reserves the right to cancel a Trip before departure in the event of:
- minimum number of participants not reached;serious operational issues (e.g., cancellation of crucial flights);
- unforeseeable circumstances such as political unrest, conflicts, natural disasters, decisions by authorities;
- other force majeure events or exceptional circumstances that make the Trip impossible or seriously risky.
6.2. In case of Trip cancellation by Arbustan before departure (not due to the Customer’s breach), the Customer will be offered, where possible:
- an alternative trip of equal or lower value;
- or a refund of the amounts paid as the Trip price, less any non-recoverable costs already incurred towards third parties.
6.3. Arbustan is not responsible for ancillary expenses independently incurred by the Customer (flights to/from the meeting point, hotels before or after the tour, purchased equipment, etc.), nor for other indirect losses related to the cancellation.
6.4. If a flight or an essential service is cancelled by the supplier (airline, local operator) and this makes it impossible to carry out the Trip as planned, Arbustan will refund only the amounts actually recoverable from suppliers, unless otherwise agreed in writing.
6.5. In any case, the Customer is advised to obtain suitable cancellation insurance to cover these risks.
7. Nature of Arbustan trips and acceptance of risk
7.1. Arbustan trips are often adventure/expedition-type and may take place in remote or logistically complex areas of Kazakhstan, Uzbekistan, Tajikistan, Kyrgyzstan, and Turkmenistan. This may involve:
- hygiene, infrastructure, and safety standards different from and lower than those in Europe;
- poor road conditions, long transfers, delays;
- basic facilities (guesthouses, homestays, yurts, tent camps);
- extreme weather conditions (intense cold, heat, wind, sandstorms);possible political or security tensions in some areas.
7.2. By booking an Arbustan trip, the Customer declares that they:
- understand and knowingly accept that the Trip involves additional risks compared to a “standard” trip;
- are willing to face such risks responsibly;
- accept a degree of flexibility in the program (changes in schedules, itinerary, accommodation, etc.).
7.3. Arbustan will do what is reasonably possible to safeguard participants’ safety, but certain risks (related to nature, political context, crime, terrorism, infrastructure conditions) cannot be eliminated.
7.4. For certain destinations and where deemed necessary in light of conditions, Arbustan may require the Customer to sign a specific declaration of awareness and assumption of risk, in addition to any further releases.
7.5. Arbustan may require a medical certificate or self-declaration regarding the Customer’s health condition, especially for high-altitude trips or physically demanding itineraries. In case of doubt, Arbustan or the guide may limit or exclude the Customer from certain activities, with no right to a refund for unused parts of the Trip.
8. Arbustan’s role as organizer / intermediary
8.1. In some cases Arbustan acts as the main organizer of the trip; in other cases it may act as an intermediary with respect to a local tour operator or agency (for example for certain itineraries or in areas subject to restrictions).
8.2. In trips where Arbustan acts mainly as an intermediary, responsibility for proper performance of the tourist services lies primarily with the local supplier, within the limits provided by law; Arbustan is liable within the limits of its role and intermediary obligations.
9. Price changes
9.1. The trip price may be subject to adjustments in the event of:
- significant changes in airport taxes, fuel costs, transport fares;
- strong exchange-rate fluctuations;
- increases imposed by local suppliers (e.g., parks, special permits).
9.2. If the booking is made close to departure, the previously indicated price may be updated according to the actual rates applied by airlines, facilities, and local partners.
9.3. Any significant increases compared to the originally communicated price will be notified in writing to the Customer, who may accept or, where provided by law, withdraw without penalties.
10. Transfer of booking and changes requested by the Customer
10.1. If the Customer wishes to move their booking from one trip to another or change the date, Arbustan will try, where possible, to facilitate the change. The following may be charged:
- an administration fee (e.g., €50–60);
- any additional costs required by suppliers (airlines, local partners, etc.).
10.2. Transfers requested within 50 days of departure are subject to service availability and may be treated as a cancellation + new booking, with application of the relevant penalties.
10.3. If the Customer cannot participate in the trip, they may transfer the booking to another person who meets the requirements (documents, health condition, etc.), informing Arbustan in writing as soon as possible. The new participant must sign the travel documents and accept these Terms and Conditions.
The original Customer and the substitute participant are jointly and severally liable for payment of the balance and any additional costs.
11. Changes to the itinerary by Arbustan
11.1. Arbustan itineraries are planned well in advance; however, the nature of travel in Central Asia requires great flexibility. Changes may concern:
- order of stops;
- type of transport;
- accommodation facilities;
- duration and modality of certain activities.
11.2. Arbustan may make non-material changes to the program when necessary for organizational or safety reasons or due to force majeure, with no obligation to provide compensation, provided that the overall nature of the trip is not fundamentally altered.
11.3. If significant changes are required before departure (e.g., changes of dates, changes of areas visited for safety reasons), Arbustan will inform the Customer as soon as possible. The Customer may:
- accept the new conditions;
- choose another available Arbustan trip;
- withdraw in cases provided by law, with any refund due.
11.4. During the trip, the guide or tour leader has the right to modify the program, with no right to refunds, where necessary for the group’s safety, due to adverse weather conditions, closure of roads or passes, logistical issues, decisions by local authorities, or other unforeseeable circumstances.
12. Liability of Arbustan and the Customer
12.1. The Customer acknowledges that the offered trips may involve discomfort, unforeseen events, delays, varying comfort levels, and risks linked to nature and the local context.
12.2. Arbustan is responsible for the careful selection of local suppliers (accommodation, transport, guides) and overall organization in accordance with professional diligence standards, but cannot guarantee standards identical to those in Europe.
12.3. Arbustan is not liable, within the limits of the law, for:
- events attributable to the Customer (e.g., violation of local laws, reckless or dangerous behavior);
- unforeseeable or unavoidable events attributable to third parties unrelated to the provision of services;
- force majeure events or extraordinary circumstances (conflicts, natural disasters, epidemics, government decisions, etc.).
12.4. Arbustan’s total liability for property damage (excluding death and personal injury) is in any case limited, within the maximum limits allowed by law and applicable international conventions.
12.5. Arbustan’s responsibility normally begins from the indicated meeting point (e.g., the starting hotel in the arrival country).
The costs and risks of travel to reach such point (international flights, trains, taxis, etc.) are borne by the Customer.
13. Travel insurance
13.1. The Customer undertakes, before departure, to obtain adequate travel insurance covering at least:
- medical and healthcare expenses (including treatment in third countries, hospitalization, medicines);
- medical repatriation, helicopter rescue, emergency transport;
- third-party civil liability;
- trip cancellation and interruption, where available;
- theft, loss, or damage to baggage.
13.2. For trips to high-risk areas, a special policy may be required, not always covered by standard insurance. It is the Customer’s responsibility to verify territorial coverage and exclusions of their policy.
13.3. Arbustan is not responsible for damages not covered or excluded by the Customer’s policy; any compensation claims must be addressed directly to the insurance company.
13.4. Arbustan may ask the Customer, before departure, to provide:policy details (company, number, emergency phone);an emergency contact (name, address, phone number of a family member or reference person).
14. Guides, tour leaders, and conduct
14.1. Arbustan trips include a tour leader / escort who represents the Organizer and is responsible for the practical conduct of the trip.
14.2. The Customer undertakes to follow the instructions of the tour leader and local guides, especially regarding safety, schedules, and respect for local rules.
14.3. If the Customer’s behavior or physical condition endangers their own safety or that of others, or seriously compromises the trip, the tour leader may decide, in extreme cases, to:
- exclude the Customer from certain activities;
- terminate their participation in the trip, with no right to refunds for unused parts.
15. Local laws, prohibited items, and compliance
15.1. The Customer must comply with the laws, regulations, and local customs of the countries visited (Kazakhstan, Uzbekistan, Tajikistan, Kyrgyzstan, Turkmenistan).
15.2. In particular, the Customer must pay attention to:rules on alcohol, photography, drones, currency, customs;
- import/export bans on goods or equipment;
- sensitive areas (military installations, border posts, critical infrastructure).
15.3. In case of doubts about items to bring (especially drones or sophisticated photography equipment), the Customer is invited to consult Arbustan before departure; however, ultimate responsibility remains with the Customer.
15.4. Arbustan is not responsible for consequences (fines, seizures, proceedings, repatriations) resulting from the Customer’s violation of local laws.
16. Complaints
16.1. If during the trip the Customer identifies a deficiency or service failure, they must report it immediately to the tour leader or local guide, so that Arbustan or partners may attempt to remedy it on site.
16.2. If the issue is not resolved satisfactorily, the Customer is invited to:
- formalize the complaint in writing during the trip (e.g., e-mail to Arbustan or a note given to the tour leader);
- send a detailed written complaint to Arbustan within 7–10 days after returning, attaching useful documentation (photos, receipts, etc.).
16.3. Failure to report promptly may reduce the possibility of intervention and may be considered in assessing any compensation requests.
17. General provisions, applicable law, and competent court
17.1. No collaborator, guide, or agent is authorized to amend these Terms and Conditions unless expressly approved in writing by Arbustan.
17.2. The Customer declares that, before the conclusion of the Contract, they have received essential information on entry requirements, visa, and health requirements for the selected trip, and that they are not aware of personal impediments to complying with them.
17.3. This Contract is governed by Kazakh law.
Without prejudice to mandatory consumer protection rules, any dispute shall fall under the exclusive jurisdiction of the Court of Alamaty, Kazakhstan.
17.4. Any nullity or ineffectiveness of one or more clauses does not entail the nullity of the entire Contract; the remaining clauses shall remain valid and effective. The parties undertake, if necessary, to amend invalid clauses so as to pursue the original objectives in compliance with the law.
17.5. Failure to exercise, on one or more occasions, any right arising from this Contract does not constitute a waiver of that right, which may be enforced at any time.
18. Entry into force
18.1. These Terms and Conditions shall be deemed accepted and binding at the moment the Customer confirms the booking and pays the deposit for the Arbustan trip.
18.2. They shall remain in force for the entire duration of the contractual relationship between Arbustan and the Customer, until completion of the trip and resolution of any complaints.
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