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General Terms and Conditions

In order that your vacation meets with your approval we have set up all necessary preconditions. Therefore we itemize our general terms and conditions as follows:

Miller Incoming GmbH
Miller Incoming GmbH acts as intermediary between transportation companies, hotels and any other providers or individuals and the clients. The present General Terms of Business (GTBs) shall determine - subject to additional supplement agreements - the contractual relationship between Miller Incoming GmbH and the client. Any deviating terms of business of client are hereby expressly excluded.

Privacy Policy
As a B2B Partner, you are obligated to inform your customers in compliance with the Data Protection Regulation (GDPR) that customer data will be forwarded to Miller Incoming‘s providers as part of Miller Incoming‘s booking process.

Documentation
Each traveler is responsible for carrying a valid passport and possessing any required visa(s). The organizer is exempt from any liability should the traveler be deported or refused entry for not meeting entry requirements or passport irregularities. The traveler will be responsible for any of the costs as a result of this, according to our established cancellation policies and voluntary withdrawal from our services.

Self-drive
At the time of rental, the driver must present a valid national driver‘s licence that has been held for at least 1 year. An International Driving Permit (IDP) is highly recommended for non-European Union renters. Further a photo ID (passport etc.) along with a valid credit card are required.

Vouchers
After receiving payment in full on reservations made by individual clients (city packages, train travel, etc.) we send out the vouchers by e-mail. Our clients are required to present these vouchers at hotels or to tour guides. If issuing their own vouchers, these must clearly state: “Reservation and payment through Miller Incoming GmbH”.

Hotels
All hotels on our tours have been carefully selected. Most hotels are located in the center of the city and breakfast is always included. Most hotel rooms in Germany don’t offer air-conditioning and Internet has to be paid separately. Hotels usually offer non-smoking single and double rooms; triple and twin rooms are not standard. However, upon request an additional/separate bed may be provided. Check-in time is usually at 3 pm. and Check-out at noon. All hotels selected for the programs are subject to change. If a change becomes necessary for any reason, clients will be accommodated in hotels that are equivalent in service and price category as those listed. During holidays, conferences and special events, accommodations may only be available outside the city. Tours and excursions are usually not affected by these events.

Freesale
- Freesale only available with registration by Miller Incoming
- Freesale is only aloud during the freesale dates according to our freesale calendar
- Freesale calendar will be sent by Miller on a regular basis
- Freesale is limited to 3 rooms and 6 pax per day and per operator
- 50 EUR fee at the moment of booking for possible cancellation
- Freesale require the booking request at least 4 weeks prior to arrival
- We guarantee the hotel category, we do not guarantee the hotel by name
- The hotels shall be centrally located, except for special occasions but always closest as possible

Lift Ticket Deposit
In most ski resorts, passengers will receive a card that contains all the data of the lift ticket. Ski resorts usually charge a EUR 5 deposit that will be refunded on the last day, when the card is returned. This deposit is not included in the price of the package.

Transportation
Transportation on our tours is conducted by car, minivan or tour bus, depending on the number of passengers. If the number of participants confirmed on a tour is small, Miller Incoming GmbH reserves the right to conduct transportation in a passenger vehicle or minivan driven by the guide, in order to comply with our guaranteed departure dates.

Transfers with regular transportation services
Regular transportation services have determined departure times that are not adjusted in case of flight delays, time changes, etc. Should a traveler miss a reserved bus, the reservation will no longer be valid. Regular transfer covers return transportation between airport and main bus station and v.v..

Luggage
Each passenger is entitled to bring one medium-sized piece of luggage, with a maximum weight of 30 kg, free of charge. Transportation of excess luggage is subject to space availability. If the excess luggage exceeds the capacity of the vehicle, the traveler will be required to leave part of his luggage behind or pay for extra transportation (e.g. taxi). Luggage will be transported at the owner’s risk. The organization is not responsible for loss, theft or damage to the luggage during the trip. We recommend that travelers remain present at all times when their luggage is being handled. In case of air, river or sea transportation of luggage, the specific conditions of the transportation companies apply as set out in the passenger‘s ticket. In case of loss or damages, we recommend filing an immediate complaint with the company responsible for transportation. We would like to remind passengers that they are responsible for their belongings.

English speaking tour guide
Travelers will be accompanied by an English speaking tour guide during the entire travel program if not mentioned differently (or a driver-guide, for groups up to 7 participants). All our guides have extensive experience and are specially trained for each travel program.

Special conditions for children
In general (confirm prior to booking) children younger than 2 will pay 10% of the total fare and children between the ages of 2 and 12 will receive a 20% discount, if sharing accommodations with their parents or guardians. There is only one child permitted in a double room.

Payment
All reserved services require payment in full prior to arrival date, according to the following conditions:

Guaranteed departures, train tours, hotels, city hopping and getaways*
100% payment 21 days prior to arrival

Private or customized tours and group travel*
30% payment 90 days prior to arrival
70% payment 21 days prior to arrival

Tours incl. Glacier Express
20% payment upon confirmation
80% payment 41 days prior to arrival

Ski Hotels an and Ski Packages
50% payment upon confirmation
50% payment 35 days prior to arrival
Payment terms of the reserved hotel apply to the reservation.

Trade Fairs
100% payment upon confirmation

* Reservations during fairs, conferences and events require a full pre-payment.

The organizer reserves the right to refuse any passengers who fail to comply with these conditions.

Payments up to € 5.000 should be made via credit card (Mastercard, VISA or AMEX) or bank transfer. Amounts higher than € 5.000 should be paid by bank transfer. The costs for the bank transfer have to be covered completely by the client. Transfer modalities SWIFT „OUR“: All expenses of the payer, also charges applied by the bank of the beneficiary. A 1,5% surcharge for Mastercard and VISA and 2% for AMEX payments applies.

In the event advance payments or the total respectively remaining amount is not paid by client within the period agreed upon, Miller Incoming may refuse performance and, after a reasonable grace period granted, withdraw from the contract once the service was not yet performed. In such event, Miller Incoming GmbH shall invoice client cancellation costs in accordance with the term “Cancellations”.

Amendment of Services
Miller Incoming GmbH is entitled to amend contracted services in case of serious reasons which occur after contracting, and make such amendment inevitable. No amendments or deviations shall be admissible which substantially affect the overall character of performance respectively the package services - or are unacceptable for client in consideration of mutual interests, or discriminatory under the principle of good faith. Warranty claims shall remain unaffected as far as such amended services are flawed with defects. Miller Incoming GmbH shall inform client immediately about alterations contemplated in sentence 1 of this term.

Cancellations
Cancellations should be made in written form. The cancellation costs are as follows: (costs per person over the total amount per passenger)*

Guaranteed departures, private tours, self-drive tours and train tours in Germany*
• Cancellation up to 30 days before arrival: no costs
• Cancellation 29 to 20 days before arrival: 10 %
• Cancellation 19 to 15 days before arrival: 25%
• Cancellation 14 to 10 days before arrival: 30%
• Cancellation 9 to 7 days before arrival: 50%
• Cancellation 6 to 0 days before arrival: 95%

Guaranteed departures (Reservations for more than 5 rooms)*
• Cancellation up to 60 days before arrival: no costs
• Cancellation 59 to 40 days before arrival: 10 %
• Cancellation 39 to 20 days before arrival: 30%
• Cancellation 19 to 7 days before arrival: 50%
• Cancellation 6 to 0 days before arrival: 95%

FIT - hotels, city hopping, services and getaways germany and austria*
• Cancellation up to 30 days before arrival: no costs
• Cancellation 29 to 8 days before arrival: 10 %
• Cancellation 7 to 3 days before arrival: 50%
• Cancelation 72 hours or less before arrival: 95%
* These conditions do not apply during fairs, conferences or events.

Train tours, getaways switzerland*
- Cancellation up to 30 days before arrival: no costs
- Cancellation 29 to 20 days before arrival: 10%
- Cancellation 19 to 15 days before arrival: 35%
- Cancelation 14 to 0 days before arrival: 95%

Ski hotels, City and Ski Packages
- Cancellation up to 92 days before arrival: no costs
- Cancellation 91 to 32 days before arrival: 40%
- Cancellation 31 to 9 days before arrival: 70%
- Cancellation 8 to 0 days before arrival: 95%
The terms of the reserved hotel apply to the reservation.

Customized group travel
See the specific terms and conditions for each tour.

Reservations during trade fairs, conferences and events
See the specific terms and conditions for each tour.

Cancellations due to a lack of snow
If upon arrival at your winter destination, the resort does not offer optimal ski conditions and you therefore decide not to ski, you will not be entitled to any refund. If you decide to cancel your reservation because of a concern over a lack snow and you choose not to travel to your winter destination, the regular terms and conditions for cancellation or voluntary rescindment of services apply.

Number of participants
Miller Incoming GmbH reserves the right to cancel a tour if the minimum number of passengers required for a specific travel program hasn’t been reached 4 weeks prior to departure. Miller Incoming GmbH will notify the client immediately of the reason for the cancelation. The client will be offered another travel program or a full refund of the amount already paid.

Changes in reservations
Any changes in reservations that have been previously confirmed (arrival or departure date, travel conditions, etc.) that occur longer than 4 weeks before the beginning of the trip before the planned execution of services are subject to a EUR 50 fee, unless Miller Incoming GmbH proves having incurred higher expenses.
Claims for a change of booking by client made within 4 weeks before the planned execution of services can be honoured - if at all - only by way of withdrawal and simultaneous new booking. This shall not apply to claims of changes involving minor costs only.
If a passenger wishes to alter the trip significantly during the trip, any changes will need to be confirmed and a EUR 70 fee applies, unless Miller Incoming GmbH proves having incurred higher expenses. The passenger will also be responsible for any possible costs charged by service providers as a result of any cancellations or changes.

Limited Liability
By statute, Miller Incoming GmbH shall be liable for damage to life, the body and health resulting from intentional or reckless breach of duties by Miller Incoming GmbH, his statutory representatives or vicarious agents. Miller Incoming GmbH shall also be liable for damage not covered by sentence 1 but resulting from intentional or reckless breach of duties by Miller Incoming GmbH, his statutory representatives or vicarious agents - in line with the pertinent statutory regulations.
Liability for material damages and resulting pecuniary losses is limited to the price per person for the service provided by Miller Incoming GmbH, even in case of a breach of a material contractual obligation.
The above limitations of liability shall apply accordingly in favour of the bodies corporate, statutory representatives and other vicarious agents of Miller Incoming GmbH. In other respects, liability is excluded - unless mandatory by statute.
Client keeps Miller Incoming GmbH indemnified against any claim, which third parties may assert against Miller Incoming GmbH and which is based on circumstances, that are situated in the sphere of the client.

Termination Right of Miller Incoming GmbH
Miller Incoming GmbH may terminate the present contract without notice in the event that individual travellers seriously disturb the travelling despite a warning by Miller Incoming GmbH, or misbehave in such manner which justifies an immediate rescission of the contract. In the event of a termination by Miller Incoming GmbH, the latter is still entitled to the payment of the price, to be set off against saved expenses and such benefits as obtained from a different use of unclaimed services - including any amounts credited by the service providers.

Force Majeure/Act of God
If the service, which is contractually agreed, cannot be delivered because of an act of god, such as a war, strike, catastrophes, etc. or because of imminent danger, such as the rising or falling of water/sea levels, or the obstruction of a canal, both Miller Incoming GmbH and client have the right to withdraw from the contract. Miller Incoming GmbH may claim a reasonable compensation of provisions and expenses incurred so far - depending on the respective total price. Client is not entitled to any compensation.

Weather Conditions
If extraordinary weather conditions or force majeure (rain, snow, wind, flooding, avalanches, landslides, road or pass closures, etc.) prevent the passenger from reaching his destination, or has to remain longer in the ski resort beyond the reserved stay, the company is not liable for accommodation or any other additional expenses during the delay until travel can be resumed, as soon as (weather) conditions permit.

Not included services

Generally not included, if not mentioned differently: Porter service, Meals and beverages, Insurances, Tips, Personal expenses, not mentioned entrance fees.

Travel Insurance
Travel insurance is not included in our tours. We recommend purchasing travel insurance in your home country, prior to your trip. Your travel agency will be able to provide information on travel insurance options.

Discrepancies

Miller Incoming GmbH assumes no liability and will not consider any complaints in case of a discrepancy between written and verbally provided information and/or prices. In that case the written information applies, respectively any additional agreements, which were concluded in electronic form explicitly regarding this.

Complaints
In case of non-compliance with any part of our program we request that you inform your guide or other representative, or contact us directly via the emergency number so that we can find a solution as quickly as possible. Please also provide a written statement of the non-compliance. Please allow the company a reasonable amount of time to respond to the client’s complaint. If this doesn’t occur, the burden of proof of any complaint rests with the client. Miller Incoming GmbH is committed to responding to all letters or complaints received within 30 days of the end of the travel program. Miller Incoming GmbH will not address any complaints received after this time period.

Sundry Provisions
Subject to other individual agreements, the entire covenant between Miller Incoming GmbH and client shall be governed by German law. Exclusive jurisdiction for all claims resulting from or related to this contract is agreed upon to be the domicile of Miller Incoming GmbH. Any invalidity of individual provisions hereof shall not result in the invalidity of the contract as a whole.


Miller Incoming GmbH
Millerhof 2-5 · 88281 Schlier, Germany
Tel. +49 (0)75 29/97 13-60 · Fax +49 (0)75 29/97 13-53
info@miller-incoming.com
www.miller-incoming.com
Commercial register: Ulm, HRB 551623
Tax ID number: DE 147356713

Photography credits:
DDeutsche Zentrale für Tourismus DZT, ©Hofgut Sternen GmbH & Co. KG, ©Achim Mende, Presseamt München, ©Michael Nagy, Stuttgart-Marketing GmbH, Baden-Baden Kur & Tourismus GmbH, Auto & Technik Museum Sinsheim, ©Hotz/Schwarzwald Tourismus, ©Hochschwarzwald-Tourismus, Tourismus Baden-Württemberg, Europa-Park®, ©2018 The LEGO Group, Playmobil-FunPark, Ravensburger Spieleland, AquaDom & SEA LIFE® Berlín, Hotel Tannenmühle, ©Munich Tourism/Tommy Loesch und Dominik Parzinger, ©Tourismus+Congress GmbH Frankfurt/Holger Ullmann, ©Nürnberg Tourismus/Uwe Niklas und Steffen Oliver Riese, Miniatur Wunderland Hamburg, Deutsche Märchenstrasse e.V./Gudensberg, ©Dresden ddpix. de (DML BY), Stadt Bad Dürkheim, Pilgerzentrale Schönstatt (www.wallfahrt-schoenstatt.de ),Interlaken Tourismus, Schweiz Tourismus, Swiss Travel System/Christof Sonderegger, Switzerland Tourism By-Line swiss-image.ch Markus Gyger, Franziska Pfenniger, Dominik Baur, Markus Aebischer, Roland Gerth, Roman Burri, Gotthard Panorama Express, ©Pilatus Bahnen Swiss Travel System/Christian Perret, Swiss Travel System: Golden Pass Line, Stanserhorn-Bahn Luzern, Montreux-Vevey Tourisme, ©Tourismus Salzburg/ Breitegger Günter, Innsbrucker Nordkettenbahnen.

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