Terms & Conditions

1. Business Details

2. General Terms of Use and Booking

2.1 Scope

These terms govern the use of this website, every booking request, every electronic or telephone communication leading to a booking, and every purchase of a service. By using the website and/or completing a booking, the customer accepts these terms.

2.2 Binding effect

If a person makes a booking on behalf of other passengers, they declare that they are authorised to accept these terms on behalf of all passengers concerned.

2.3 Definitions

• "Company": Minoa Routes.
• "Customer": the natural or legal person who makes a booking or uses a service.
• "Services": transfers, excursions, cruises/boat trips, car rental, and any related tourism service.
• "Provider": the company or a third-party partner that performs all or part of the service.
• "No-show": the failure to appear at the agreed pick-up point/time, or inability to contact the customer.
• "Force majeure": events beyond the reasonable control of the company, such as adverse weather, strikes, accidents, governmental measures, natural disasters, or other unforeseeable circumstances.

2.4 Role of the company

The company may either provide the service itself or act as a reseller or intermediary for services performed by third-party partners. Where a service is performed by a third-party provider, that provider's own terms may also apply in addition to these terms.

2.5 Accuracy of customer information

The customer must provide truthful, complete, and up-to-date information. The company bears no responsibility for any inability to perform a service, delay, or additional cost arising from incorrect or incomplete information supplied by the customer.

3. Prices, Payments, and Booking Confirmation

3.1 Formation of contract

Submitting a booking request alone does not constitute a contract. A booking is considered final only when confirmed in writing by the company and the required deposit or full payment has been received.

3.2 Prices

Prices are as stated on the website or in the quotation and refer only to what is expressly described in the booking confirmation. Unless expressly stated otherwise, prices do not include admission tickets, meals, beverages, optional activities, additional stops, waiting charges, tolls, parking fees, supplementary equipment, additional drivers, security deposits, or special cleaning/damage charges.

3.3 Payments

• The company may require full payment, a partial deposit, or a card guarantee.
• Failure to complete payment within the stated deadline may result in cancellation of the booking.
• The customer declares that they are the legitimate owner or an authorised user of the payment method used.

3.4 Right of refusal

The company reserves the right to decline a booking for reasons of availability, safety, invalid payment, incomplete information, reasonable suspicion of fraud, or operational impossibility.

4. Cancellations, Modifications, No-Shows, and Refunds

4.1 General rule

All cancellations or modifications must be submitted in writing by email or other accepted written means. The time of cancellation is recorded as the moment the request is received by the company.

4.2 Customer modifications

A request to change the date, time, vehicle, vessel, number of passengers, pick-up point, destination, duration, or any other material detail is effective only when confirmed in writing by the company. The company may apply a price difference, a modification fee, or treat the request as a new booking.

4.3 No-show

A no-show includes, in particular: failure to appear at the agreed pick-up point and time; inability to make contact with the customer; arrival after the complimentary waiting period has elapsed; failure to present required travel documents; or presenting in a condition that makes performance of the service impossible or unsafe.

4.4 Refunds

Refunds, where applicable, are processed via the same or another suitable payment method within a reasonable time. Any bank charges or payment provider fees outside the company's control may be deducted where permitted.

4.5 Cancellation policy

5. Liability, Force Majeure, Customer Conduct, and Complaints

5.1 Customer conduct

The company, its drivers, captains, crew, tour guides, and partners may refuse or discontinue service without refund if the customer or a member of their group is intoxicated, aggressive, abusive, threatening, refuses to comply with safety instructions, or causes damage or danger.

5.2 Damage and cleaning

The customer is liable for any damage caused to a vehicle, vessel, equipment, or company property, as well as any special cleaning costs resulting from excessive soiling, vomiting, staining, sand/salt, smoking, or misuse.

5.3 Personal belongings

The customer is solely responsible for luggage, travel documents, valuables, and electronic devices. The company accepts no liability for their loss, theft, or damage unless wilful misconduct or gross negligence on the part of the company is established.

5.4 Force majeure

The company is not liable for cancellations, delays, route changes, or inability to perform a service due to force majeure. In such cases, the company may offer an alternative date, an equivalent service, a voucher, or a refund for the unperformed portion.

5.5 Complaints

Where possible, complaints should be raised immediately during the service so they can be resolved on the spot. Any formal complaint must be submitted in writing within 7 days of the date the service was provided, with reference to the booking number and a sufficient description of the issue.

5.6 Limitation of liability

To the maximum extent permitted by law, the company's liability is limited to the amount paid for the specific service in question, without excluding rights that cannot lawfully be waived or limited.

6. Special Conditions — Transfer Services

6.1 Required booking information

• Full name of the customer
• Active mobile phone number
• Pick-up point and destination
• Date and time
• Flight or vessel number, where applicable
• Number of passengers and pieces of luggage
• Requirement for child seats or special equipment

6.2 Complimentary waiting time

• Airport: up to 60 minutes from the actual landing time.
• Port: up to 30 minutes from disembarkation, provided correct vessel details were given.
• Hotel / villa / residence: up to 15 minutes from the agreed time.

After the complimentary waiting period has elapsed, the company may apply a waiting charge, depart, or treat the booking as a no-show.

6.3 Flight/vessel delays

When correct flight or vessel details have been provided, the company will make reasonable efforts to monitor delays and adjust the pick-up time accordingly. This obligation does not apply when details are incorrect, when the change in arrival is not communicated, or when the delay exceeds what is operationally manageable.

6.4 Luggage

Each vehicle has a specific passenger and luggage capacity. If the actual volume or type of luggage exceeds what was declared, the company may require an upgrade to a larger vehicle, a second vehicle, or a new booking at an additional charge.

6.5 Stops and route deviations

The agreed price covers only the route and stops stated in the booking confirmation. Any additional stops, detours, waiting time, or change of destination will be charged separately.

7. Special Conditions — Excursions / Tours

7.1 Punctuality

Participants must be at the meeting point at least 10–15 minutes before the departure time. Late arrival may result in forfeiture of the excursion without right to a refund.

7.2 Itinerary

The company may alter the order of stops, timings, or individual elements of the itinerary for reasons of safety, weather, or operational necessity.

7.3 What is not included

Unless expressly stated, prices do not include admission tickets, food, beverages, personal purchases, gratuities, or optional activities.

7.4 Physical fitness

The customer is solely responsible for assessing whether their physical condition is suitable for participation. Any mobility limitations or medical restrictions must be communicated to the company in advance.

7.5 Minimum participation

For group excursions, operation may depend on a minimum number of participants. If the minimum is not met, the company may propose an alternative date, an alternative service, a private arrangement at a revised price, or a full refund.

8. Special Conditions — Cruises / Boat Trips

8.1 Safety

Safety takes precedence over all commercial schedules. The captain has exclusive discretion to decide on departure, return, route changes, timing changes, cancellation, restricted swimming, or modification of stops.

8.2 Weather, sea conditions, and port authority

The operation of a cruise depends on weather conditions, sea state, port authority instructions, vessel seaworthiness, and the captain's judgement. In adverse conditions, the company may modify, shorten, or cancel the service and may offer an alternative date, an alternative vessel, or a refund for the unperformed portion.

8.3 Boarding time

Passengers must be at the boarding point at least 20–30 minutes before departure. Late arrival may be treated as a no-show.

8.4 Passenger conduct on board

Boarding or continued participation may be refused to persons who are under the influence of alcohol or substances, who act dangerously, or who do not comply with crew instructions. No refund is due in such cases.

8.5 Swimming and water activities

Swimming, snorkelling, and any water activity are carried out at the participant's own risk and subject to full compliance with crew instructions. Parents or guardians are solely responsible for minors.

9. Special Conditions — Car Rental

9.1 Driver requirements

• Minimum age: as specified per vehicle category.
• A valid driving licence held for at least 1–2 years.
• Presentation of the original licence, identity document/passport, and an international driving permit where required.
• A valid card or other accepted means for the security deposit.

9.2 Rental agreement and vehicle handover

In addition to these terms, a separate rental agreement may be signed at the time of handover. If the driver does not meet the requirements or fails to produce the required documents, the company may refuse to hand over the vehicle.

9.3 Security deposit

The company may block or collect a security deposit prior to vehicle handover. The deposit may be used to cover uncovered damage, missing fuel, special cleaning, late return, fines, administrative fees, and any other amounts owed by the renter.

9.4 Fuel and vehicle condition

The vehicle is handed over in the condition described in the handover form and must be returned with the same fuel level, unless a different policy has been agreed. Any damage not declared immediately upon collection is presumed to have occurred during the rental period.

9.5 Insurance and exclusions

Basic coverage, excesses, exclusions, and maximum liability limits are set out in the rental agreement. The customer remains liable for any damage not covered, or for any case in which coverage is voided due to a breach of the rental conditions.

9.6 Prohibited uses

• Driving by an unauthorised driver.
• Driving under the influence of alcohol or controlled substances.
• Use outside the agreed geographical area.
• Off-road use or hazardous use where prohibited.
• Subletting, racing, or towing without authorisation.
• Carrying more passengers or cargo than permitted.

9.7 Accidents, damage, and theft

In the event of any accident, damage, theft, or breakdown, the renter must immediately notify the company, contact the police where required, take photographs, and submit a full report. Failure to follow this procedure may result in loss of insurance coverage or full liability being charged to the renter.

9.8 Fines and traffic violations

All fines, parking charges, tolls, traffic violations, towing fees, or other administrative charges incurred during the rental period are the sole responsibility of the renter, together with any reasonable handling fee charged by the company.

9.9 Late return

Returning the vehicle late without prior approval may result in additional daily charges, administrative fees, loss of the next customer's booking availability, and any further liabilities arising from the delay.

10. Data Protection and Website Use

10.1 Personal data

The company processes personal data only to the extent necessary for managing bookings, communication, invoicing, compliance with tax/legal obligations, fraud prevention, and handling claims or complaints. Full details are set out in the Privacy Policy available on this website.

10.2 Third-party passengers

The customer declares that they have informed and obtained authorisation from any co-passengers, additional drivers, or companions whose personal details are provided as part of the booking.

10.3 Proper use of the website

• False or fraudulent bookings are prohibited.
• Malicious or unauthorised use of this website is prohibited.
• Copying, reproducing, or commercial exploitation of content without written permission is prohibited.

11. Governing Law and Final Provisions

11.1 Governing law

These terms are governed by Greek law and, where applicable, European Union consumer protection law.

11.2 Jurisdiction

Any dispute shall be subject to the jurisdiction of the courts of the company's registered office (Heraklion, Crete), unless mandatory law provides otherwise in favour of the consumer.

11.3 Severability

If any provision is found to be invalid or unenforceable, the remaining provisions shall continue in full force and effect.

11.4 Amendments

The company may amend these terms at any time. For already confirmed bookings, the version in effect at the time of confirmation shall apply, unless a different application is required by law.