These General Terms and Conditions (“Terms”) apply to the services provided by LoeX Local Experience GmbH(hereinafter referred to as “LoeX” or “the Company”), owner of the brand Avellera, including the sale of travel packages and experiences through the website www.avellera.com. By accessing our website or using our services, the traveler agrees to comply with these Terms. If you do not agree to these Terms, you must not use our services or the website.
Upon payment of a deposit, full payment, or any initial payment (excluding any Crafting Fee), these Terms become the binding legal agreement between the traveler and LoeX, outlining the responsibilities and expectations for both parties.
The Company operates from Reindorfgasse 25/1, 1150 Vienna, Austria, and is registered under the Commercial Register Number FN 525117 g. LoeX is registered with GISA under number 32269482 and is fully licensed under Austrian law.
LoeX provides curated travel experiences through various channels, including API integrations for live data. Our service connects customers with third-party service providers, such as licensed local guides, hotels, and transport companies.
While LoeX carefully selects its partners, the Company acts solely as an intermediary, and the execution of services is carried out by third-party providers. LoeX is not responsible for any errors, delays, or failures caused by such providers, including booking errors, schedule changes, or availability issues.
LoeX will, however, make reasonable efforts to ensure customer satisfaction and assist in resolving any problems that may arise during the trip.
Booking Confirmation:
The traveler agrees to the terms of this agreement upon confirmation of the booking, which may be completed online, via email, phone, or third-party distributors. The traveler is responsible for providing accurate and up-to-date information during the booking process.
Deposits & Payments: To confirm your reservation, a non-refundable deposit of 20% of the total itinerary cost is required. No reservation will be considered confirmed until the deposit is received. The final payment is due 60 days before departure. Failure to pay may result in cancellation without refund of the deposit.
Non-refundable Payments:
All payments made are final and non-refundable, except where explicitly stated. Non-refundable deposit amounts may vary for custom itineraries; your Avellera consultant will specify payment details before confirming your trip.
Crafting Fee:
A non-refundable $100 USD Crafting Fee may be requested when a Local Expert determines that a customized itinerary must be prepared. This fee is credited toward the total trip price upon booking confirmation.
Method of Payment:
All payments must be made in accordance with the invoice instructions. Payments can be made by bank transfer or other methods explicitly approved by LoeX.
LoeX has a strict cancellation policy:
The 20% deposit paid at the time of booking is non-refundable.
The remaining 80% is non-refundable if the customer cancels within 60 days before the trip start date.
Changes to bookings must be requested in writing. LoeX will attempt to accommodate such requests, subject to availability and additional costs. Certain third-party suppliers may impose specific change or cancellation fees, which will be communicated prior to confirming the modification.
If a traveler cancels or alters a booked activity, hotel, or transport service, LoeX will do its best to accommodate the change. However, refunds or fee waivers cannot be guaranteed, especially for last-minute modifications. Major changes, such as altering hotel stays or travel dates, may incur additional planning or booking fees.
Third-party Providers:
LoeX acts as an intermediary between travelers and service providers and does not own or operate accommodations, guides, or transport services. The Company assumes no liability for any damages, delays, or failures caused by these providers.
Force Majeure:
LoeX is not liable for losses or additional costs resulting from unforeseen circumstances or events beyond our control, such as natural disasters, pandemics, political unrest, strikes, or government actions.
Traveler Responsibility:
Travelers must ensure they comply with local laws and regulations, maintain valid travel documents, and safeguard personal belongings. LoeX is not responsible for any losses arising from negligence or non-compliance.
Loss or Damage:
LoeX assumes no liability for the loss, theft, or damage of luggage or personal belongings. Travelers are advised to keep valuables secure and purchase insurance for protection.
Acceptance of Risk:
By booking a trip, travelers acknowledge that travel may involve risks such as injury, illness, or property damage. Travelers participate at their own risk and agree to hold LoeX harmless from liability for such events.
Health & Participation:
Travelers certify that they are in good health and fit to participate in the chosen itinerary. Certain activities may involve remote locations or physical exertion. Travelers must inform LoeX in writing of any medical conditions, disabilities, or dietary requirements before booking. LoeX reserves the right to deny participation to anyone deemed unfit for travel.
LoeX strongly recommends that all travelers obtain comprehensive travel insurance covering:
Medical expenses, injury, or death
Trip cancellation or curtailment
Lost or delayed baggage
Repatriation
Travel insurance should be arranged for the entire duration of travel, and travelers are responsible for verifying their policy covers all planned activities. LoeX assumes no responsibility for travelers who fail to obtain sufficient coverage.
It is the traveler’s responsibility to ensure they possess a valid passport, as well as all required visas and vaccination certificates for their destination. LoeX can offer guidance in good faith but is not responsible for inaccuracies or omissions.
Travelers denied entry or fined due to missing documents are solely responsible for related costs or penalties. LoeX cannot be held liable for any consequences resulting from incomplete travel documentation.
In the event of a complaint, the traveler must immediately inform the relevant supplier and LoeX Local Expert to allow the issue to be resolved during the trip.
If the problem cannot be resolved on-site, the traveler must submit a written complaint within 10 days after the end of the trip. Failure to do so may affect the right to compensation.
Although every effort is made to adhere to itineraries, LoeX reserves the right to alter routes, accommodations, or arrangements before or during the trip if conditions necessitate it, including impassable roads, airline delays, overbookings, or unforeseen circumstances.
Such modifications do not entitle travelers to refunds or compensation. LoeX shall not be held responsible for additional costs resulting from such changes.
Traveler-initiated Changes: If the traveler wishes to make changes while on the trip, LoeX will attempt to accommodate requests. However, major modifications—such as extending stays, changing hotels, or adjusting transport schedules—may incur additional planning costs and depend on supplier availability.
Airfares and ferry schedules are subject to fluctuation and change without notice. LoeX is not responsible for airline or ferry delays, overbookings, cancellations, or loss of baggage.
Claims for any loss, damage, or delay must be made directly with the carrier. Schedule changes may require additional overnight stays or rearrangements at the traveler’s expense. LoeX cannot be held responsible for such additional costs.
During your trip, LoeX provides:
Concierge Service: Available daily from 09:00 to 18:00 for non-emergency assistance such as restaurant recommendations, meeting points, or itinerary questions.
24/7 Emergency Support: For medical emergencies or life-threatening situations, LoeX provides a direct hotline for immediate assistance.
Travelers are encouraged to contact the concierge for minor concerns and the emergency hotline for urgent matters.
By booking a trip, travelers acknowledge and accept the inherent risks associated with travel and agree to act responsibly. Travelers must comply with local laws and safety instructions. Disruptive, illegal, or dangerous behavior may result in immediate termination of services without refund.
Travelers are liable for any property damage caused during the trip and must compensate suppliers or property owners directly. LoeX and its partners are not responsible for losses resulting from non-compliance or negligence.
Any services independently booked by the traveler—such as taxis, hotels, or activities—are the traveler’s sole responsibility. LoeX assumes no liability for accidents, cancellations, or changes to such arrangements.
Travelers must communicate directly with these providers for modifications or complaints. LoeX may assist with advice, but responsibility rests entirely with the traveler.
By booking with Avellera, travelers commit to respecting local cultures, the environment, and communities. LoeX encourages travelers to practice sustainable and ethical travel, minimizing environmental impact and engaging respectfully with local traditions.
All content on www.avellera.com, including text, design, graphics, and logos, is the property of LoeX Local Experience GmbH and protected under copyright law. Unauthorized reproduction or distribution is strictly prohibited.
LoeX respects your privacy and complies with all applicable data protection regulations. Personal information collected during the booking process is used solely for providing and managing your trip. Your contact details may also be used for trip-related communication and marketing.
LoeX is registered with the Austrian Ministry of Labor and Economy and insured against insolvency through Accelerant Insurance Europe SA, Policy No. A53978.
In the event of insolvency, claims must be submitted within eight weeks to:
Cover-Direct Versicherungsmakler und Werbeagentur Ges.m.b.H., Hietzinger Hauptstrasse 35 DG, A-1130 Vienna.
These Terms are governed by Austrian law, and the courts of Vienna shall have exclusive jurisdiction over any disputes arising from them.
LoeX Local Experience GmbH
Reindorfgasse 25/1, 1150 Vienna, Austria
Commercial Register Number: FN 525117 g
VAT Number: ATU75002024
GISA Number: 32269482
IBAN: AT13 2011 1842 1397 5000
BIC: GIBAATWWXXX
Phone: +43 1 3911122
Email: trips@primetours.at
