Terms and Conditions

TERMS AND CONDITIONS

Effective date: 24 August 2026
Last updated: 24 August 2026

  1. Company Information

These Terms are issued by:

FLY PRO S.R.L.
Brand name: Fly Pro
CUI: 52750773
Trade Register number: J2025080989007
Registered office: Bucharest, Romania
Email: support@flypro.ro
Refund email: refund@flypro.ro
Phone/WhatsApp: +40 749 267 670

Where Fly Pro acts as the organiser of a package, insert:

Insolvency-protection provider: [INSERT PROVIDER]
Policy/guarantee number: [INSERT NUMBER]
Provider address and contact information: [INSERT DETAILS]

A current copy of the tourism licence and applicable insolvency-protection information must be displayed or linked on the website where required by Romanian law.

  1. Acceptance

These Terms apply to use of the Fly Pro website and travel services requested from Fly Pro.

A booking is also governed by:

  • The quotation;

  • The booking confirmation;

  • The applicable pre-contractual information;

  • The Cancellation, Changes and Refund Policy;

  • Any supplier conditions prominently disclosed before payment;

  • Any Corporate Travel Services Framework Agreement.

Mandatory Romanian and European rights prevail over conflicting contractual terms.

  1. Types of Booking

Each confirmation must identify the booking as one of the following:

Stand-alone travel service:

A flight, hotel, transfer or other travel service purchased separately.

Package:

A combination of at least two different types of travel services for the same trip that meets the legal definition of a package.

Linked travel arrangement:

A combination facilitated in circumstances meeting the applicable legal definition.

Corporate framework booking:

Travel arranged under a general business-travel agreement between Fly Pro and a company or professional customer.

The legal classification depends on how the services are offered and purchased, not only on the name used by Fly Pro.

  1. Fly Pro’s Role

For a stand-alone service, Fly Pro may act as an intermediary between the customer and the supplier.

For a package organised by Fly Pro, Fly Pro is responsible for the proper performance of all travel services included in the package, irrespective of whether those services are performed by third-party suppliers.

Where Fly Pro acts only as retailer for a package organised by another company, the identity and contact details of the organiser will be disclosed before the contract is concluded.

  1. Pre-Contractual Information

Before a package contract is concluded, Fly Pro will provide the legally required standard information form and information concerning:

  • Destination and itinerary;

  • Travel dates and duration;

  • Transport and accommodation;

  • Total price, taxes and additional costs;

  • Payment schedule;

  • Minimum group size, where applicable;

  • Passport, visa and health formalities;

  • Accessibility information where relevant;

  • Cancellation and termination fees;

  • Organiser and retailer details;

  • Insolvency protection;

  • Assistance contact information.

Required information forms an integral part of the contract and will not be changed unless expressly agreed or legally permitted.

  1. Booking Formation

A website display or quotation is not a confirmed reservation.

A booking becomes binding when:

  • The customer accepts the quotation and applicable conditions;

  • The required payment or approved payment commitment is received;

  • Fly Pro issues written confirmation on a durable medium.

Availability and prices can change before confirmation.

The customer must promptly check names, dates, routes, baggage, hotel, room type and other booking information.

  1. Prices and Payment

The total price and known mandatory fees will be disclosed before payment.

Additional charges not disclosed before conclusion of a package contract will not be payable where applicable law so provides.

The customer must pay by the deadline shown in the quotation or invoice. Failure to pay may lead to cancellation or loss of availability.

Bank and currency-conversion charges imposed by the customer’s bank are the customer’s responsibility, unless otherwise agreed.

  1. Package Price Changes

After a package is confirmed, its price may be increased only where the contract expressly permits it and the increase results directly from:

  • Fuel or other energy costs;

  • Taxes or fees imposed by third parties;

  • Relevant exchange-rate changes.

Any increase must be justified and calculated on a durable medium no later than 20 days before departure.

If the increase exceeds 8% of the total package price, the traveller may accept the change or terminate without a termination fee.

If Fly Pro reserves the right to increase the price, the traveller has a corresponding right to a reduction when the relevant costs decrease.

  1. Traveller Information

The customer must provide accurate information.

Names must match travel documents. The customer is responsible for checking confirmation documents and reporting errors without undue delay.

A person booking for another traveller confirms that they are authorised to provide instructions and personal information for that traveller.

  1. Passports, Visas and Health Requirements

Travellers are responsible for holding valid passports, visas and other required documents and for complying with health and entry requirements.

Fly Pro may provide general information but does not replace an embassy, consulate, medical professional or competent authority.

A traveller should not make non-refundable arrangements before verifying relevant entry requirements.

  1. Special Requirements

Accessibility, medical, dietary or other special requirements must be communicated before booking.

A requirement becomes contractually binding only after Fly Pro expressly confirms acceptance.

Nothing limits mandatory rights of persons with disabilities or reduced mobility.

  1. Supplier Conditions

Stand-alone flights, hotels and transfers may be subject to supplier conditions concerning:

  • Check-in;

  • Baggage;

  • Room occupancy;

  • Deposits;

  • Name correction;

  • Cancellation;

  • Refunds;

  • Schedule changes;

  • No-shows.

Supplier conditions apply only where disclosed before payment and do not override mandatory rights.

They cannot be used to exclude Fly Pro’s statutory responsibility as organiser of a package.

  1. Transfer of a Package

A traveller may transfer a package contract to another person who satisfies all applicable conditions after giving reasonable notice on a durable medium.

Notice received at least seven days before departure will be treated as reasonable.

The original and replacement travellers are jointly responsible for the outstanding balance and actual transfer costs.

Transfer costs must be reasonable, must not exceed Fly Pro’s actual cost and will be evidenced upon request.

  1. Changes Requested by the Customer

A requested change is subject to availability.

The customer may be required to pay:

  • The supplier’s actual change charge;

  • Any difference in price;

  • A Fly Pro administration fee only where clearly disclosed.

A cancellation fee will not automatically apply to a change unless the change requires termination of the original booking.

  1. Changes Made by Fly Pro

Fly Pro may make an insignificant package change only where this right was reserved and the traveller is informed clearly on a durable medium.

If Fly Pro must significantly change a main characteristic, cannot fulfil an accepted special requirement or proposes a price increase exceeding 8%, the traveller may:

  • Accept the change;

  • Accept a substitute package, where offered;

  • Terminate without a fee.

Where the substitute is lower in quality or cost, the traveller is entitled to an appropriate price reduction.

Any refund due after lawful termination will be made within 14 days.

  1. Cancellation and Refunds

Customer cancellations, changes and refunds are governed by the Cancellation, Changes and Refund Policy below.

For packages:

  • The traveller may terminate at any time before departure;

  • Any termination fee must be appropriate and justifiable;

  • The traveller may request justification;

  • Mandatory no-fee termination rights remain unaffected;

  • Required refunds will be made within 14 days after termination.

  1. Cancellation by Fly Pro

If Fly Pro cancels a package, all package payments will be refunded.

Fly Pro may be exempt from additional compensation where:

  • A disclosed minimum number of participants is not reached and notice is given no later than 20 days before a trip lasting more than six days, seven days before a trip lasting two to six days, or 48 hours before a trip lasting less than two days; or

  • Unavoidable and extraordinary circumstances prevent performance and the traveller is informed without undue delay before departure.

Other mandatory rights and compensation remain unaffected.

  1. Performance of Packages

Where Fly Pro is the organiser, Fly Pro is responsible for remedying a lack of conformity unless remedy is impossible or entails disproportionate cost.

The traveller should report a problem without undue delay through:

support@flypro.ro
Phone/WhatsApp: +40 749 267 670

Failure to report does not automatically remove legal rights, but may be considered where timely notice could have avoided or reduced loss.

  1. Alternative Arrangements and Repatriation

If a significant proportion of package services cannot be provided, Fly Pro will offer suitable alternative arrangements at no extra cost where required.

If the alternative is lower in quality, an appropriate price reduction will be provided.

Where a qualifying package includes passenger transport and lawful termination occurs after departure, Fly Pro will provide equivalent repatriation without undue delay and without extra cost where required.

  1. Assistance

Where Fly Pro is the package organiser, it will provide appropriate assistance without undue delay to a traveller in difficulty, including information about health services, local authorities, consular assistance and alternative travel arrangements.

A reasonable fee may be charged only where the difficulty was caused intentionally or negligently by the traveller, and the fee will not exceed Fly Pro’s actual cost.

  1. Extraordinary Circumstances and Accommodation

Where unavoidable and extraordinary circumstances make timely return under a package impossible, Fly Pro will bear the legally required cost of necessary accommodation, where possible of equivalent category, normally for up to three nights per traveller.

Mandatory longer periods and statutory exceptions for persons with reduced mobility, accompanying persons, pregnant travellers, unaccompanied minors and travellers requiring specific medical assistance remain applicable.

  1. Passenger Rights

These Terms do not reduce rights under applicable European passenger-rights legislation, including rights relating to:

  • Flight cancellation and delay;

  • Denied boarding;

  • Rail, bus, coach, sea and inland-waterway travel;

  • Reduced mobility;

  • Baggage and transport liability.

Amounts paid under different legal regimes may be coordinated to prevent double recovery, but lawful passenger claims remain available.

  1. Liability

Nothing in these Terms excludes or restricts liability that cannot lawfully be excluded.

Where Fly Pro is a package organiser, it remains responsible as required by package-travel law.

For a stand-alone service where Fly Pro acts solely as intermediary, the supplier is responsible for performing its own service, while Fly Pro remains responsible for performing its intermediary obligations with reasonable care and skill.

Fly Pro is not liable for loss caused solely by:

  • The traveller;

  • An unforeseeable or unavoidable third party unconnected with the service;

  • Unavoidable and extraordinary circumstances,

except where mandatory law provides otherwise.

  1. No General Online Cooling-Off Right

The ordinary 14-day withdrawal right for some online contracts generally does not apply to date-specific accommodation, car hire, catering, leisure and other excluded travel services.

Cancellation rights arise from:

  • The booking conditions;

  • The supplier terms;

  • The Fly Pro Refund Policy;

  • Mandatory package-travel, passenger-rights and Romanian law.

  1. Corporate Travel Agreements

Corporate bookings made under a general business-travel framework agreement are primarily governed by that agreement.

The corporate agreement should regulate fees, credit, approval workflows, traveller data, cancellations, reporting and service levels.

Mandatory passenger rights and other non-excludable legal rights remain unaffected.

  1. Website Use and Intellectual Property

The Fly Pro logo, website text, design and original materials belong to FLY PRO S.R.L. or its licensors.

Users must not misuse the website, interfere with security, submit fraudulent information or copy protected content without permission.

  1. Privacy

Personal data is processed according to the Fly Pro Privacy Policy and applicable data-protection law.

  1. Complaints

Complaints should first be sent to:

Email: support@flypro.ro
Phone/WhatsApp: +40 749 267 670
Refund matters: refund@flypro.ro

Include the booking reference, traveller name, description and supporting documents.

As Fly Pro’s service standard, receipt of a complaint will normally be acknowledged within seven days and a reasoned response provided as soon as possible, normally within 60 days, subject to complexity and mandatory shorter periods.

  1. Consumer Protection and Dispute Resolution

Romanian consumers may submit a complaint to the Romanian National Authority for Consumer Protection:

ANPC consumer complaint portal:
https://eservicii.anpc.ro/Depune-Cerere?serviciufilter-Category=Reclamatii+Consumatori&serviciupagesize=8

ANPC Alternative Dispute Resolution:
https://anpc.ro/sal/

Consumers involved in a cross-border dispute within the EU, Iceland or Norway may seek assistance from the European Consumer Centres Network:

European Consumer Centres Network — ECC-Net:
https://commission.europa.eu/topics/consumers/consumer-rights-and-complaints/resolve-your-consumer-complaint/european-consumer-centres-network-ecc-net_en

ECC Romania:
https://eccromania.ro/

These options do not remove the right to use a competent court.

  1. Governing Law and Jurisdiction

These Terms are governed by Romanian law.

Consumers retain mandatory protections granted by the law applicable to them and the jurisdiction rights provided by Romanian and European law.

B2B disputes under a corporate agreement will be handled according to the jurisdiction clause in that agreement.

  1. Severability

If a provision is invalid or unenforceable, it will be interpreted or replaced to the minimum extent necessary without affecting the remaining provisions.

  1. Changes to These Terms

Changes apply prospectively. The terms applying to an existing booking are those accepted at confirmation unless a change is required by law or expressly accepted by the parties.

  1. Contact

FLY PRO S.R.L.
CUI: 52750773
Registered office: Bucharest, Romania
Email: support@flypro.ro
Refund email: refund@flypro.ro
Phone/WhatsApp: +40 749 267 670