1. Cancellation and refunds
Under Law of Ukraine No. 1023-XII 'On Protection of Consumer Rights' and Law of Ukraine No. 324/95-VR 'On Tourism', you may cancel before the service begins by emailing contact@frelzoria.com; notice is effective when received.
- More than 14 days before departure: refund less documented third-party costs.
- 14–48 hours: 50% refund.
- Less than 48 hours or no-show: no refund, unless the law provides otherwise.
Approved refunds are paid within 14 calendar days to the original payment method. If the operator cancels, choose a full refund or comparable alternative.
2. Changes
Change requests must be sent at least 72 hours before departure, subject to availability; an administration fee may apply.
3. Package travel (EU and UK customers)
Where a booking combines at least two travel services, such as transport and accommodation, at an inclusive price, package travel rules apply. You may cancel before departure for a reasonable termination fee and are refunded if significant elements change or the organiser cancels.
4. Complaints
Email complaints with your booking reference to contact@frelzoria.com. We reply within 10 business days. Unresolved disputes may be referred to the State Service of Ukraine on Food Safety and Consumer Protection.
5. Legal basis
This policy is issued under the laws cited above, Law of Ukraine No. 675-VIII 'On Electronic Commerce' and Law of Ukraine No. 2297-VI 'On Protection of Personal Data'.