General Terms and Conditions Retreats

This is an English translation of the German General Terms and Conditions Retreats (Allgemeine Geschäftsbedingungen Retreats, interim version of 2 November 2026). In the event of any discrepancy between the two versions, the German version prevails.

1. Definitions

1.1Definitions

In these General Terms and Conditions, the following definitions apply:

Organizer: Reality Upgrade B.V., Von Clermontplein 16, 6291 AV Vaals, the Netherlands, VAT ID: NL864851571B01.

Traveler: any person who wishes to conclude a contract for a trip with the Organizer, as well as any person who is entitled to take the trip on the basis of the contract.

Trip: the retreat offered by Reality Upgrade as a package travel arrangement within the meaning of the law, including overnight stays and meals, or, where these Terms and Conditions have been declared applicable, a single travel service.

Travel Service: accommodation or another tourist service, insofar as these services fall within the definition of Article 7:500 (a) of the Dutch Civil Code.

Travel Service Provider: the service provider that performs a component of the Trip, such as the Organizer's auxiliary persons (accommodation providers, coaches, supervisors, etc.).

Agreement: the Package Travel Agreement, including these Terms and Conditions, by which the Organizer undertakes to the Traveler to provide the Trip.

In Writing: in written form or by electronic means, including by email.

Package Travel: a package travel arrangement within the meaning of the law.

Terms and Conditions: these General Terms and Conditions.

Business Days: Monday to Friday, excluding public holidays recognized in the Netherlands, within business hours (9:00 a.m. to 5:00 p.m. Dutch time).

2. Applicability of the Terms and Conditions

2.1Package travel

These Terms apply to all package travel arrangements offered by or agreed with the Organizer and form an integral part of them.

2.2Travel services

These Terms may also be declared applicable to individual travel services that do not constitute package travel. In that case, Title 7A of Book 7 of the Dutch Civil Code, which contains the rules on Package Travel Agreements and linked travel arrangements, does not apply. There is no insolvency protection by the Organizer for such travel services unless the offer expressly states which party provides protection in the event of the Organizer's insolvency.

2.3Deviating and supplementary terms

Deviating and supplementary terms must be agreed expressly and In Writing. Deviating provisions in the individual contract take precedence over these Terms and Conditions.

THE BOOKING

3. Formation of the Agreement

3.1Content of the offer

The Trip offered comprises the services and facilities expressly described in the Organizer's offers and publications. The content of the offer is determined exclusively by the information provided by or on behalf of the Organizer. Information in publications of Travel Service Providers does not form part of the offer, even if the Organizer's offer refers to such publications. The stated duration of the Trip is given in whole days, with the day of departure and the day of arrival each counting as full days.

3.2Offer subject to change

All offers and quotations of the Organizer are non-binding and may in any case be withdrawn by the Organizer without stating reasons until 5:00 p.m. on the next Business Day following acceptance. This also applies if the Traveler has already received an automatic acknowledgement of receipt of the booking.

3.3Formation of the Agreement

The Agreement is concluded when the Traveler accepts the Organizer's offer.

3.4Obvious errors

Obvious errors in the offer do not bind the Organizer. This applies in particular to prices, the content of the service offered or other information which, taking all circumstances into account, the Traveler could not reasonably assume the Organizer intended to state in that form. If there is any doubt about the correctness of a price or other information, the Traveler must make the appropriate enquiries.

3.5Special wishes

If the Traveler communicates certain preferences before or when concluding the Agreement, rights can only be derived from them if these preferences have been accepted as a special wish by a written commitment of the Organizer that the wish will be met. The mere mention as a preference in travel documents or in the booking confirmation is not sufficient.

3.6Special requirements

If, at the latest when concluding the Agreement, the Traveler communicates certain requirements as a "requirement" on account of their state of health or for other serious reasons, this constitutes a condition precedent for the formation of the Agreement. The Organizer must reject or confirm the requirement within a reasonable period and ensure that it is met. A period of seven days is in any case deemed reasonable. If the Organizer rejects the requirement, no Agreement is concluded. If the Organizer confirms the requirement, the Agreement is concluded when the confirmation is sent. If meeting the requirements involves additional costs and these are known, the Organizer will make the Traveler a new offer.

3.7Acknowledgement of receipt of the booking

If the Traveler accepts by electronic means, the Organizer confirms receipt of the declaration of acceptance submitted by the Traveler.

3.8Booking confirmation

Immediately after the Trip has been booked, the Organizer sends the Traveler a booking confirmation, where applicable together with an invoice.

3.9Right of withdrawal

For bookings made by telephone, email or online, the booking of the Trip is binding; the Traveler has no right to withdraw from the Agreement. If the Traveler books at an event of the Organizer, the Traveler is entitled to the 14−day right of withdrawal described in the Declaration of Participation.

3.10Minors

The Traveler who books the Trip must be of legal age. If a minor (under 18 years of age) travels without the persons who exercise parental authority over them, these persons must submit a signed declaration of consent within seven days of the booking. In that case, notwithstanding paragraph 3 of this Article, the Agreement is only finally concluded when the Organizer receives this declaration.

3.11Booking for other travelers and communication

A Traveler who concludes an Agreement on behalf of or for the benefit of one or more other travelers is jointly and severally liable for all resulting obligations. The other travelers are each liable for their own share. The confirmation, the invoice, the travel documents and all other communication will be sent exclusively to the Traveler who made the booking. The Traveler who books the Trip on behalf of or for the benefit of other persons is obliged, with their consent, to disclose at registration all relevant personal circumstances of these other travelers that may be of importance for the performance of the Agreement. The Traveler who books the Trip on behalf of or for the benefit of other persons is further obliged to make these Terms and Conditions and all other relevant communications available to these other travelers.

3.12Agreement language

The Agreement is concluded in German or in English.

3.13Medical or safety concerns

The Organizer is entitled to refuse bookings without stating reasons, in particular where there are medical or safety concerns.

INFORMATION

4. Information provided by the Organizer

4.1Price of the Trip

The prices stated apply per person unless expressly stated otherwise. The travel price offered includes all known unavoidable additional costs, insofar as these can be included in the price and are known. If this is not possible, these costs or their nature are clearly stated where the travel price is shown. If the travel price depends on age, the Traveler's age on the first day of the Trip is decisive.

4.2Information before booking

Before the Agreement is concluded, the Organizer provides the completed standard information form (Annex to Directive (EU) 2015/2302) as well as the further information required by law pursuant to Article 7:502 of the Dutch Civil Code.

4.3Information at or immediately after booking

When the Agreement is concluded or without undue delay thereafter, the Organizer provides the Traveler with the Agreement as well as information, tailored to the Traveler's nationality, on the required travel documents (passports, visas, etc.), any health formalities and the other information required by law.

4.4Information before the start of the Trip

In good time before the start of the Trip, and at the latest when the travel documents are handed over, the Traveler receives comprehensive information about the booked Trip.

4.5Travel documents

The Traveler must have all required travel documents, such as passport, visas, proof of vaccination, etc., throughout the entire Trip. Given the importance of these documents, the Traveler is obliged to check the general information provided by the Organizer in this regard with the competent authorities and institutions as to its applicability, completeness and currency. Before booking, the Traveler must check whether there is sufficient time to obtain the required travel documents. This applies in particular because of possibly long processing times for visas and other travel documents. If the Traveler is wholly or partly unable to take the Trip because of missing, invalid, incomplete or incorrect travel documents, all resulting costs are borne exclusively by the Traveler.

4.6Trip documents

The trip documents (vouchers, etc.) are sent to the Traveler in good time and at the latest seven days before the start of the Trip, provided that the invoice has been paid in full. If the Traveler has not received the trip documents five days before the start of the Trip, the Traveler must inform the Organizer without delay.

5. Information provided by the Traveler

5.1Relevant information of the Traveler(s)

Before or when concluding the Agreement, the booking Traveler provides all information relevant to the Trip about themselves and the fellow travelers they have registered. This concerns in particular information about the travelers or the composition of the group, insofar as it may affect the health or safety of the Traveler or other persons during the Trip. If the information provided is incorrect or incomplete, this may result in the Traveler being excluded from participation by the Organizer or the Travel Service Providers. In that case, the Traveler owes the cancellation costs pursuant to Article 12 paragraph 2. Any further resulting costs are also borne by the Traveler.

SCREENING PROCEDURE AND HEALTH REQUIREMENTS

6. Screening procedure

6.1Screening procedure

Participation in a Trip is only possible after the Traveler has fully and successfully completed the screening procedure. The screening procedure consists of a mandatory questionnaire and a mandatory oral medical and psychological screening interview.

6.2Questionnaire

After booking and payment, every Traveler taking part in the Trip receives a questionnaire. It must be completed fully and truthfully and returned to the Organizer within the period set.

6.3Screening interview

In addition, after booking and payment, a mandatory oral medical and psychological screening interview with the Organizer or with professionals appointed by the Organizer is required.

6.4Confirmation of final participation after completion of the full screening procedure

Participation is only finally confirmed after both steps (questionnaire and oral screening) have been completed successfully.

6.5Consequences of a screening procedure that is not completed or not fully completed

If the questionnaire is not completed or not returned on time, or if the oral screening interview does not take place, the Organizer is entitled to exclude the Traveler from participation in the Trip. In that case, there is no entitlement either to participation or to a refund of the travel price.

7. Health requirements and personal responsibility

7.1No medical treatment

Our Trip is aimed at psychologically stable adults without acute psychiatric illness who are seeking clarity, a deeper understanding of themselves or a renewed connection with themselves. Our Trip does not constitute medical treatment of an acute psychological crisis and is not suitable for every person in every phase of life.

7.2Medical advice

The Traveler is personally responsible for obtaining medical advice if there is any doubt about their suitability to take part in the Trip.

7.3Participation in our Trip requires physical and mental suitability

Participation in our Trip requires physical and mental suitability. Admission and screening (questionnaire and oral screening) serve to determine which persons are admitted to the Trip and which are excluded. This includes both the screening procedure itself and absolute medical contraindications that exclude participation without exception.

7.4Traveler's duty to disclose their state of health

The Traveler taking part in the Trip is obliged to disclose all health-related information fully and truthfully.

7.5Consequences of a breach of the duty to disclose

If the Traveler conceals health-related information or provides incorrect or incomplete information, the Organizer is not liable for any resulting physical, psychological or other damage.

7.6Absolute medical contraindications

The following absolute medical contraindications exclude participation in a Trip of the Organizer without any exception:

• psychoses or psychotic episodes;
• bipolar disorders (in particular type I);
• serious cardiovascular diseases;
• pregnancy;
• use of contraindicated medication;
• acute suicidality or risk of self-harm.

7.7Participation at own expense and risk

Participation in the Trip is entirely at the Traveler's own expense and risk.

7.8No guarantee of a particular result or psychological state

The Organizer guarantees neither a particular result nor a particular psychological state.

8. Informed consent

8.1Informed consent

All Travelers taking part in the Trip must give their informed consent before the start of the Trip. In doing so, they confirm that they have understood the nature of the experience, the course and content of the program, the possible risks and the respective responsibilities of the participating Traveler and of the Organizer.

8.2Voluntary participation

Participation in the Trip is entirely voluntary.

8.3Right to end participation without entitlement to a refund

The Traveler may end their participation in the Trip at any time, without entitlement to a refund of amounts already paid.

BEFORE THE TRIP

9. Payment

9.1Insolvency protection

The Organizer has applied for the insolvency protection for package travel required by law. This insolvency protection is expected to take effect from November 2026. Until then, the insolvency protection is not yet in place. As soon as it takes effect, the Organizer will inform the Traveler of the name of the protecting body and its website.

9.2Deposit

After the Agreement has been concluded, 20% of the travel price must be paid within fourteen days of receipt of the deposit invoice. A further 30% of the travel price is due three months before the start of the retreat. Alternatively, the Traveler may pay the full travel price on the day of booking by instant bank transfer; at the standard price, the Organizer grants a 3% early payment discount in that case. The Organizer and the Traveler may agree a different payment arrangement In Writing. In that case, the individually agreed payment arrangement applies.

9.3Final payment

The balance of the travel price must be paid at the latest six weeks before the start of the Trip. If the Agreement is concluded within six weeks before the start of the Trip, the full travel price must be paid immediately and in any case before the start of the Trip. If a different payment arrangement has been agreed pursuant to Article 9.2, the payment deadlines set out in it apply instead.

9.4Late payment and interest

If the Traveler does not pay within the payment period applicable under Article 9.2 or 9.3 or within the payment period stated on the invoice, the Traveler is in default without further reminder. From that time, statutory default interest is owed on the outstanding amount.

9.5Collection costs

The Traveler is obliged to pay extrajudicial collection costs if the Traveler has been unsuccessfully requested to pay within a period of fourteen days, starting on the day after receipt of the reminder. The reminder must state the consequences of the default in payment, including the specific collection costs claimed.

The extrajudicial collection costs amount to:

• 15% of the claim up to € 2,500;
• 10% of the next € 2,500;
• 5% of the next € 5,000;
• 1% of any amount above that;
• but at least € 40.

9.6Further consequences of non-payment

If the Traveler is in default with the payment of an amount due, including a single instalment, the Organizer may withhold the travel documents without further notice until all amounts due at that time have been paid in full. If an amount due remains unpaid even after a reminder, or if the amounts due before the start of the Trip have not been paid in full, the Organizer is entitled to exclude the Traveler from participation. The obligation to pay remains unaffected. Instead of exclusion, the Organizer may terminate the Agreement and invoice the Traveler for the cancellation costs owed. The rights referred to in this paragraph do not affect the other rights of the Organizer.

10. Transfer of the Agreement

10.1Requirements and notification

A Traveler may transfer the Trip to another person, provided that this person meets all the requirements for participation in the Trip. The Traveler must inform the Organizer of the transfer at the latest seven days before the start of the Trip or within another reasonable period necessary to carry out the required measures. A transfer is only possible insofar as the terms of the Travel Service Providers concerned permit it.

10.2Joint and several liability and additional costs

The Traveler and the person taking over the Trip are jointly and severally liable for payment of the outstanding travel price and for all additional fees, surcharges and other costs resulting from the transfer of the Agreement, including any rebooking fees.

11. Changes by the Traveler

11.1Changes

The Traveler who booked the Trip may request a change to the Agreement In Writing from the Organizer. The Organizer is not obliged to comply with the request for a change. The Organizer informs the Traveler of the new travel price. If the Traveler agrees to the costs of the change, the new travel price and the change fees are owed. If the new travel price is lower than the original price, the difference is set off against the change fees.

11.2Change of the travel date or the number of Travelers

A request to change the travel date is not deemed a change to the Agreement but a cancellation. A reduction in the number of paying Travelers is not deemed a change to the Agreement but a partial cancellation. The cancellation rules of Article 12 paragraph 2 apply.

12. Cancellation by the Traveler

12.1Cancellation

The Traveler may terminate the Agreement at any time before the start of the Trip. Termination must be made In Writing. The date of termination is the day on which the written termination is received by the Organizer. If the termination is received after 5:00 p.m. or outside Business Days, the next Business Day is deemed the date of receipt.

12.2Cancellation fees

If the Traveler withdraws, the Traveler owes the following amounts:

a)up to and including 56 days before the start of the Trip: 20% of the travel price;

b)from 55 days up to and including 22 days before the start of the Trip: 50% of the travel price;

c)from 21 days up to and including 7 days before the start of the Trip: 75% of the travel price;

d)from 6 days before the start of the Trip: 100% of the travel price.

In the case of a reduction in the number of persons within a booking, where the agreed services cannot be reduced proportionately, the cancellation costs owed correspond to the travel price less the costs actually saved. Where applicable, income from an actual alternative use of the capacity released is credited against the cancellation costs.

12.3Crediting of payments already made

The cancellation fees set out above are owed in full irrespective of the payments already made at the time of withdrawal. Payments already made by the Traveler are credited against the cancellation fees owed. If the payments already made exceed the cancellation fees owed, the difference is refunded to the Traveler. If the payments already made are lower than the cancellation fees owed, the remaining amount must be paid within 14 days of the corresponding request for payment by the Organizer.

13. Price changes

13.1Price changes

For Agreements already concluded, the Organizer reserves the right to increase the travel price up to 20 days before the start of the Trip on account of taxes or fees levied by third parties not directly involved in the performance of the Trip. The Organizer may further reserve the right in the Agreement to adjust the travel price up to 20 days before the start of the Trip on account of changes in the applicable exchange rates. The method of price adjustment must be disclosed before booking and forms part of the Agreement.

13.2Traveler's right of termination

If the price increase exceeds 8% of the travel price, the Traveler is entitled to terminate the Agreement. In that case, the Traveler is entitled to an immediate refund of the amounts already paid. The Organizer sets the Traveler a reasonable period within which the Traveler must state In Writing whether they terminate the Agreement. If no termination is made within this period, the price increase is deemed accepted and the right of termination lapses.

13.3Price reduction

If a right to increase the price has been agreed, the Traveler is entitled, where applicable, to request a price reduction in accordance with the agreed calculation method. A flat-rate administration fee of € 30 is deducted from the refund due to the Traveler.

14. Changes by the Organizer

14.1Changes

The Organizer is entitled to change the Agreement unilaterally before the start of the Trip, provided that the changes are insignificant. The Traveler is informed of this In Writing and in a clear manner.

14.2Significant changes

Where necessary, the Organizer may significantly change the main characteristics of the Agreement before the start of the Trip. This includes offering a substitute trip which, as far as reasonably possible, is at least of equivalent quality. The Traveler may accept the change or terminate the Agreement without paying cancellation costs.

14.3Change of an agreed special wish

If the Organizer cannot meet an agreed special wish of the Traveler, or can only do so with disproportionate effort, it is entitled to change the Trip to that extent. The Traveler may accept the change or terminate the Agreement without paying cancellation costs.

14.4Setting a deadline

In the case of significant changes, the Organizer sets the Traveler a reasonable period within which the Traveler must state In Writing whether they terminate the Agreement. If no termination is made within this period, the change is deemed accepted and the right of termination lapses.

14.5Price reduction

If the change results in a reduction in the quality or cost of the Trip, the Traveler is entitled to an appropriate price reduction.

14.6Information obligations

In the case of significant changes, the Organizer informs the Traveler without delay of:

• the changes;
• the consequence that the changes are deemed accepted and the right of termination lapses if no timely response is received;
• where applicable, the content of a substitute trip or the amount of an appropriate price reduction;
• the reasonable period within which the Traveler must communicate their decision In Writing.

14.7Refund of payments already made

If the Traveler terminates the Agreement pursuant to this Article and does not accept a substitute trip, the Organizer refunds all payments made by or on behalf of the Traveler without delay, but at the latest within fourteen days.

15. Termination by the Organizer

15.1Termination

The Organizer may terminate the Agreement before the start of the Trip and refund the Traveler all payments made for the Trip without being liable for compensation:

a)if the number of registrations is below the minimum number of participants stated in the Agreement and the Traveler is informed of the termination within the period laid down in the Agreement, but at the latest 20 days before the start of the Trip for trips lasting six days or more, 7 days before the start of the Trip for trips lasting two to six days, or 48 hours before the start of the Trip for trips lasting less than two days;

b)in the event of force majeure, in particular in the case of unavoidable and extraordinary circumstances.

15.2Refund of the travel price

In the cases referred to above, the Organizer refunds amounts already received without delay, but at the latest within fourteen days. Costs for services outside the Agreement are not refunded, such as:

• vaccinations;
• visas;
• equipment purchased;
• insurance;
• as well as, unless part of the Trip, flights, tickets, accommodation and similar services.

15.3Termination of the Agreement due to circumstances of the Traveler

If the Traveler does not meet the specified conditions of participation, or if incorrect or incomplete information is provided by or on behalf of the Traveler about experience, abilities, physical or mental condition or other relevant circumstances, the Organizer is entitled to terminate the Agreement. Further rights of the Organizer remain unaffected.

15.4Termination due to absolute medical contraindications identified during the screening procedure

If it emerges during the screening procedure that the Traveler has an absolute medical contraindication, including but not limited to the contraindications referred to in Article 7.6, on account of which participation in the Trip is not justifiable in the Organizer's assessment, the Organizer is entitled to terminate the Agreement before the start of the Trip.

If the Traveler cooperated fully and truthfully in the screening procedure and the medical contraindication was neither known to the Traveler before booking nor ought reasonably to have been known, the Traveler is entitled to a refund of the amounts already paid for the Trip. The Organizer refunds these amounts without delay, but at the latest within 14 days of termination of the Agreement.

Costs incurred by the Traveler for services that do not form part of the Agreement are not refunded, including but not limited to costs for vaccinations, visas, the purchase of equipment, insurance, and flights and other tickets booked separately by the Traveler.

A termination under this Article is not deemed a withdrawal or termination by the Traveler. The cancellation or termination fees provided for in these General Terms and Conditions for termination by the Traveler do not apply to such a termination.

PERFORMANCE OF THE TRIP

16. Responsibility

16.1Proper performance of the Trip

The Organizer is responsible for the performance of the travel services agreed in the Agreement, irrespective of whether these travel services are performed by the Organizer itself or by other Travel Service Providers.

17. Conformity and lack of conformity

17.1Conformity

The Organizer must perform the Agreement in accordance with the expectations that the Traveler may reasonably have on the basis of the Agreement and the circumstances at the destination.

17.2Traveler's duty to notify and complain

The Traveler must inform the Travel Service Provider and the Organizer without delay, in accordance with Article 21, of any lack of conformity which the Traveler perceives during the performance of a travel service included in the Agreement.

17.3Remedy by the Organizer

The Organizer ensures that the reported lack of conformity is remedied. A remedy is not required if it is impossible or entails disproportionate costs, taking into account the extent of the lack of conformity and the value of the travel services affected.

17.4Substitute arrangements

If a significant proportion of the travel services cannot be provided as agreed, the Organizer will offer the Traveler suitable substitute arrangements at no extra cost. If the quality of the substitute arrangements is lower, the Traveler is entitled to an appropriate price reduction. The Traveler may only reject the substitute arrangements offered if they are not comparable or if the price reduction offered is inadequate.

17.5Termination by the Traveler in the case of significant impairments

If the lack of conformity substantially affects the performance of the Trip and the Organizer does not remedy it within a reasonable period set by the Traveler, the Traveler may terminate the Agreement without paying cancellation costs. If the Agreement also includes transport services, the Organizer also ensures, in the event of termination, the repatriation of the Traveler without delay by equivalent means of transport at no extra cost.

17.6Price reduction and compensation

In the event of termination pursuant to the preceding paragraph, or if the Agreement is not terminated and no substitute arrangements have been agreed, the Traveler is entitled to an appropriate price reduction and, where applicable, to appropriate compensation.

17.7Conditions for a price reduction

A claim to a price reduction exists only for the period during which the lack of conformity existed. There is no claim to a price reduction insofar as the lack of conformity is attributable to the Traveler.

18. Help and assistance

18.1Mandatory assistance

If the Traveler is in difficulty, the Organizer provides appropriate help and assistance without delay. This includes in particular:

• providing appropriate information on health services, local authorities and consular assistance;
• assistance in using means of distance communication;
• assistance in finding alternative travel arrangements.

18.2Costs

The Organizer may charge a reasonable fee for help and assistance if the difficulties were caused intentionally or negligently by the Traveler.

LIABILITY

19. Attribution, force majeure and exclusions of liability

19.1Attribution; force majeure

The Traveler is not entitled to compensation for damage resulting from a lack of conformity insofar as this lack of conformity is attributable to:

a)the Traveler;

b)third parties not directly involved in the performance of the Agreement, provided that the lack of conformity was neither foreseeable nor avoidable;

c)unavoidable and extraordinary circumstances.

19.2Limitation of liability

The Organizer's liability for damage is limited to three times the travel price, unless the damage results from the death of or personal injury to the Traveler or was caused intentionally or negligently by the Organizer.

19.3Limitations of liability under international conventions or EU regulations

If the Organizer can be held liable for damage, including damage resulting from the death of or personal injury to the Traveler, that liability is in any event limited or excluded to the extent permitted under the relevant international conventions and/or EU regulations for the travel service concerned.

19.4Insured damage

The Organizer is not liable for damage suffered by the Traveler that is covered by insurance, in particular by health, travel or travel cancellation insurance.

19.5Limitation period

The Traveler's claims for compensation become time-barred two years after the end of the Trip or, if the Trip did not take place, two years after the scheduled start of the Trip.

OBLIGATIONS OF THE TRAVELER

20. Obligations of the Traveler

20.1Conduct and compliance with instructions

The Traveler must behave as a sensible and responsible traveler and follow all instructions of the Organizer and of the service providers that serve the proper performance of the Trip.

20.2Binding code of conduct

A binding code of conduct applies during the Trip. In particular, the following are prohibited:

• unauthorised consumption of intoxicating substances;
• violence or threats;
• failure to follow instructions;
• disruption of the group.

20.3Consequences of a breach of the binding code of conduct

In the event of breaches of the binding code of conduct or of instructions, or of disruptive behaviour by a Traveler, the Organizer or the relevant service provider is entitled to exclude the Traveler partly or entirely from further participation in the Trip or in individual travel services. In that case, there is no entitlement to a refund of amounts already paid. Any further costs arising as a result are borne by the Traveler.

20.4Warning

Before being excluded from participation, the Traveler will in principle first receive an oral or written warning. A warning is not required if, taking into account the circumstances of the individual case, it cannot reasonably be expected of the Organizer or the service provider. In particular, the following are taken into account:

• the Traveler's behaviour;
• the likelihood of a change in behaviour;
• the effects on the Trip and the other Travelers;
• the risk of damage;
• the safety of the Travelers and third parties.

20.5Liability of the Traveler

The Traveler is liable for damage caused by their behaviour, by breach of the obligations set out in this Article or by other circumstances attributable to them. The Traveler indemnifies the Organizer against claims of participating service providers or third parties insofar as these are based on damage caused by or attributable to the Traveler.

OTHER PROVISIONS

21. Complaints

21.1Information

Before the start of the Trip, the Organizer provides the Traveler with emergency contact details and, where available, the contact details of a local representative.

21.2Reporting on site

If the Traveler considers that the Trip is not being performed in accordance with the Agreement, the Traveler must report the lack of conformity without delay, and in any case during the Trip, to the service provider concerned so that it can provide a remedy. If a tour guide of the Organizer is present on site, the complaint must also be submitted to this tour guide without delay. If no tour guide is present, the complaint must be made directly to the Organizer without delay. The notification may be made by telephone during Dutch business hours (9:00 a.m. to 5:00 p.m.) or by email. The Organizer confirms receipt of the complaint via the same channel of communication and additionally by email.

21.3Communication costs

The costs of necessary communication with the Organizer are borne by the Organizer. The Traveler must keep these costs as low as possible, including by using internet telephony, WhatsApp or email.

21.4Complaints after return

Complaints which, in the Traveler's view, were not or not fully remedied or compensated during the Trip must be submitted to the Organizer In Writing, stating reasons, at the latest within two months of return. The Organizer must respond with reasons within one month of receipt of the complaint.

21.5Consequences of late complaints

Failure to notify or late notification pursuant to paragraph 2 of this Article may affect the amount of any price reduction or claim for compensation, insofar as the interests of the Organizer have been prejudiced as a result. Complaints submitted after expiry of the stated period will in principle not be processed, unless this would be unreasonable in the circumstances of the individual case.

22. Other provisions

22.1Rights of third parties

Employees, auxiliary persons and other third parties involved in the performance of the Agreement may rely, as against the Traveler, on the provisions of the Agreement and of these Terms and Conditions, including the limitations and exclusions of liability contained therein.

22.2Substitute provisions

If mandatory law precludes the validity of a provision of these Terms and Conditions, or if a provision is declared invalid, that provision is deemed replaced by a valid provision that comes as close as possible to the economic purpose and content of the original provision.

22.3Applicable law

The offer, the Agreement and its performance are governed exclusively by Dutch law. Notwithstanding this choice of law, the consumer retains the protection of mandatory provisions of the law of the state of their habitual residence, provided that the Organizer directs its business activities, in particular advertising and marketing, to that state.

22.4Competent court

All disputes arising from or in connection with this Agreement are submitted exclusively to the competent court of the Rechtbank Limburg, Maastricht location.

22.5Image and media rights

Photographs and video recordings are only made with the Traveler's express consent. The Traveler may withdraw this consent at any time. The withdrawal has no retroactive effect and does not affect the lawfulness of photographs and video recordings made before the withdrawal.

22.6Transport services / accommodation and meals

Transport services do not form part of the Agreement unless expressly agreed otherwise. Accommodation and meals form part of the agreed services and are included in the travel price.