RETURN, CANCELLATION AND REFUND POLICY

Accommodation Packages with Air Travel

Last Updated: May 2026

1. GENERAL INFORMATION

This policy applies to all orders placed on our website for accommodation packages that include air transportation. By placing an order, you confirm that you have read, understood, and fully accept the terms outlined in this document.

2. EXCEPTION TO THE RIGHT OF WITHDRAWAL

2.1. Legal Basis

In accordance with EU Consumer Rights Directive 2011/83/EU, Article 16(l) and Romanian O.U.G. 34/2014, Article 16(1)(l), the right of withdrawal does NOT apply to:

"Contracts for the provision of passenger transport services, car rental services, catering services or services related to leisure activities, if the contracts provide for a specific date or period of performance."

2.2. Applicability

Our packages include:

•      Flight tickets with specific departure and arrival dates and times

•      Hotel reservations with exact accommodation period (check-in and check-out dates)

•      Tourism services related to events or activities with fixed dates

Therefore, under the law, the 14-DAY RIGHT OF WITHDRAWAL DOES NOT APPLY to our products.

3. CANCELLATION AND REFUND POLICY

3.1. General Rule - NO REFUNDS

All orders are FINAL and NON-REFUNDABLE. Once an order has been placed and confirmed:

•      NO refunds will be issued for cancellations

•      NO modifications to dates or destinations are allowed

•      NO vouchers or credits for future bookings will be provided

•      The amount paid remains fully acquired by the operator

3.2. Reasons for Which NO Refunds Are Granted

Our no-refund policy applies to, but is not limited to:

•      Changes in customer's personal plans

•      Inability to travel due to medical reasons (without travel insurance)

•      No-show at flight or hotel

•      Visa denial or documentation issues

•      Unfavorable weather conditions (outside force majeure)

•      Dissatisfaction with third-party services (hotel, airline)

3.3. Exceptions - When Refunds May Be Granted

FULL or PARTIAL refunds may be granted ONLY in the following exceptional circumstances:

A) Force Majeure

•      Natural disasters preventing travel

•      War or armed conflict in the destination area

•      Pandemics with travel restrictions imposed by national authorities

B) Errors on Our Part

•      Obvious errors in package description (incorrect date, wrong destination)

•      Service cancellation by providers (airline, hotel) without alternatives

•      Double booking due to technical error

C) Cancellation BEFORE Confirmation

•      If you cancel your order within a maximum of 2 hours from placement and before official booking confirmation, we may consider a possible refund (minus processing fees)

4. TRAVEL INSURANCE - RECOMMENDATION

We STRONGLY RECOMMEND purchasing travel insurance that covers trip cancellation. Such insurance can protect you in case of unforeseen circumstances (illness, accident, family emergencies).

We can recommend insurance partners or you can choose your own travel insurance policy.

5. BOOKING MODIFICATIONS

5.1. Date or Destination Changes

In principle, modifications are NOT permitted. However, in exceptional cases and depending on provider policies (airlines, hotels), we may consider modification requests, which may incur:

•      Airline change fees

•      Price differences for new dates/destination

•      Administrative processing fee

Important: We do not guarantee that modifications are possible. Decide correctly the first time!

5.2. Transfer of Ticket to Another Person

Transfer of the flight ticket or hotel reservation to another person is NOT permitted. The reservation is valid exclusively for the person who placed the order and was named in the booking.

6. PROCEDURE FOR REQUESTING AN EXCEPTION

If you believe your situation falls under one of the mentioned exceptions, follow these steps:

Step 1: Contact us IMMEDIATELY at support@fanzone.co.il or +972 50 281 4021

Step 2: Provide your order number and complete details about the reason for your request

Step 3: Attach supporting documents (medical certificates, official travel warnings, etc.)

Step 4: Wait for case analysis (response within 5 business days maximum)

Note: Each case will be analyzed individually. Our decisions are final.

7. THIRD-PARTY SERVICE FAILURES

As an intermediary between you and service providers (airlines, hotels), we are not responsible for:

•      Flight delays or cancellations

•      Quality of hotel services

•      Lost baggage

•      Other issues directly caused by providers

In these cases, we will assist you in contacting providers and obtaining compensation according to their regulations, but we cannot offer refunds on our part.

8. CONFIRMATION OF POLICY ACCEPTANCE

By checking the box at order completion and making payment, you explicitly confirm that:

•      You have read and understood this Return and Refund Policy

•      You accept that products are non-refundable

•      You expressly waive the 14-day right of withdrawal

•      You understand the risks associated with a final and irrevocable order

9. CONSUMER RIGHTS

Although our products are non-refundable under the legal exception, you still have consumer protection rights if:

•      Services do not match the order description

•      There are deceptive commercial practices

•      You were not properly informed about the non-refundable nature of the product

You can file a complaint with:

For EU customers: Your national consumer protection authority

For Romanian customers: ANPC (National Authority for Consumer Protection) - www.anpc.ro

OR through the ODR platform (Online Dispute Resolution): https://ec.europa.eu/consumers/odr

10. COMPANY INFORMATION

Company Name: AC Football Agency SRL

Registered Address: Strada Stejarului 99-101, Dobroești, Ilfov, 077085, Romania

Email: support@fanzone.co.il

Phone: +972 50 281 4021

Website: fanzone.co.il

Business Hours: Monday-Sunday: 09:00-22:00 (GMT+2)

AC Football Agency SRL

© 2026 - All Rights Reserved