Scope and roles
The order confirmation or contract will state whether the Operator is the direct seller or service provider, acts for a supplier, operates as a marketplace intermediary, or provides information only. The contracting party and, where different, the supplier and their contact details must be shown before payment. The names ANQ, Kaleske, DOROB, Kaleske House and Kaleske Shop do not by themselves establish separate legal persons.
Each offer states whether the Operator is the TOUR_OPERATOR organising the package or a TRAVEL_AGENT/BOOKING_AGENT for principal the supplier identified in the relevant request or offer. The valid notification number and the principal's identity, contact details and obligations are shown before contract. The Operator will not claim or perform a regulated role without a valid notification.
Essential information and contract formation
Before an order is accepted, the description, total price and currency, taxes and mandatory charges, performance time or period, material restrictions, cancellation rules, and responsible party will be disclosed. A contract becomes binding when clear acceptance is issued and, where required, an authorised payment is confirmed; an acknowledgement of a request alone does not guarantee acceptance.
The confirmation states destination, dates and duration, itinerary, included and excluded services, minimum group size, accommodation level and location, transport, meals, guide, price and payment, cancellation deadline, health or mobility requirements and emergency contact. A material pre-contract change is highlighted.
Performance and customer responsibilities
The Operator and the relevant supplier must perform the accepted service with reasonable care and in accordance with the confirmed information. The customer must provide complete and accurate information and required documents, cooperate on time, observe safety and conduct requirements, and check names, dates, destinations, specifications and price before confirmation.
The traveller is responsible for valid passports, visas, exit or entry permissions, child documents, vaccinations and border decisions; the Operator may provide general information but does not guarantee issuance or entry. Insurance advice must be clear, and exclusion from the price disclosed. Medical or accessibility needs should be raised early and any accommodation confirmed.
Changes, cancellation and refunds
Rights to change or cancel and the refundable amount depend on mandatory law, the extent of performance, costs actually incurred, and terms disclosed before purchase. Nothing in this document removes a non-waivable consumer right. A deduction is made only where lawful, genuinely connected to the order, and disclosed in advance.
A change to time, route, accommodation, transport or price is made only under law and disclosed terms. For a material change, the traveller has the lawful choice of accepting a substitute, terminating with refund, or another appropriate remedy. Cancellation for minimum numbers must be notified by the stated date. Extraordinary unavoidable circumstances are assessed by facts, recoveries and mandatory rights.
Third parties, liability and mandatory rights
Where a third party is involved, each party's responsibility follows the disclosed role, the contract and the law. The Operator remains responsible for its own conduct, information it must provide, and obligations it accepts, and is not released from statutory responsibility by a general disclaimer. No limitation applies to fraud, wilful misconduct, personal injury, or responsibility that the law does not permit to be limited.
Use of a third-party hotel, carrier or guide does not remove the organiser's or agent's legal responsibility under its actual role. The traveller should promptly report a remediable problem to the trip contact so that correction is possible. Responsibility for injury, delay or loss, and applicable transport conventions, remain subject to mandatory rules.
Complaints, governing law and language
Send a complaint to [email protected] with the order number, a clear description, relevant evidence and the requested remedy. Receipt will be acknowledged within 3 business days and a target response provided within 15 business days; a complex matter may take longer with notice and reasons. Armenian law governs without removing mandatory protection of the consumer's residence. Once approved by Armenian counsel, the Armenian version controls interpretation to the extent permitted; a translation difference will not be read to reduce mandatory rights.