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General Booking Conditions

Preamble

« Novela » is a trademark.


Novela Travel is an independent, Paris-based, Tour Operator.


APE 7911Z - Capital 300.000 Eur


Travel agency license n° IM075110070 delivered by the prefecture of Paris.


Financial Guarantee APST- Professional Liability Insurance Hiscox.


Rates

Sales price

Reservations are payable in advance via our secure online payment system.

Novela Cuba regularly updates its rates and can change its prices without notice. Indeed, in order to keep up with the rates of our various providers and with the foreign exchange rates, prices can be changed. The applicable rate is therefore the one submitted by Novela Cuba upon reservation and later reported on the invoice.

Our providing partner sets the rate indicated on estimates. Since the provider can change their rates at any time, we recommend that you make your reservations as soon as you receive the estimate. Novela Cuba is not required to honor an estimate at a later date if a reservation was not made.

As soon as payment has been made, the hire rate is frozen and guaranteed and shall no longer be changed by Novela Cuba, even in case of foreign exchange rate fluctuations. Once the full payment is complete, Novela Cuba is not required to change the rates that were paid, even if other promotional offers become available. It's up to the client to assess, before his departure, if the rate of the proposed and reported on the invoice of the hire services suits him. No claims relating to the hire rates will be taken into consideration upon the customer's return.


Car hire


The rate includes


A package for the number of days reserved (24 hour increments) with unlimited or limited mileage


The rate does not include


- Fuel

- Mandatory insurance

- Accessories (baby seat) which cannot be guaranteed at the time of reservation

- Airport taxes

- Abandonment fees also referred to as drop off fees

- Additional driver

- Deposit

- The provider will apply a penalty fee for delays in pick-up/return, and the amount of such will be mentioned in the hire contract

- The amount of the excess that are charged by the provider in the event of an accident or damage to the vehicle, with or without a known third party, even if you subscribed to the Reimbursement of the Excess Option

- The amount of fines and other contraventions

You can check the amount of the additional fees while you are making a reservation on our website by referring to the rate description (“more details” button). These are also reported on the voucher. These are indicative rates as the providers can change these prices without notice. These fees are to be paid directly to the provider.


Drop off fees (or abandonment fees)


If you return the vehicle in a different location (airport/ city center) or city than the one where the vehicle was initially picked-up, an additional fee called “abandonment fee” (or drop off fee) will be charged by the providing agency at the time of drop-off. The amount of the abandonment fees will be provided at the time of reservation on our website, in the section titled « to pay in Cuba ».

Please note that this amount is indicative as the providers can change the prices without notice.


Fines and violations


The renter is liable for all fines, fees in association with violations, verbal proceedings and any customs related pursuit that may arise. If the fines incurred during the hire period are not paid by the renter in full, the provider has the right to demand payment and charge the renter for any additional expenses. In certain cases, the processing fees for various violations are calculated per fine and can be superior to the amount of the fines. These various expenses must be paid directly to the provider and can be charged directly on the credit card presented at the counter.


Hotels and Guesthouses

The rate includes


Linen, the service mentioned on both the invoice and the voucher (type of room and what is included : breakfast, half-board, and so on…)


The rate does not include


- Insurance (highly recommended) when you stay in a Bed & Breakfast

- Boat transfers to reach hotels such as cayo Levisa or Guama.


Tourist card

The tourist card, which is either hand delivered or sent by post, is blank. The customer has to fill in this document before the departure.


The tourist card must be carefully completed in capital letters, without making any crossing-out.


Payment procedures

The amount of the hire is paid upon reservation and after the provider has confirmed the availability. In case of unavailability, your credit card won't be charged.

Accepted payment methods: International Credit Cards (Visa, MasterCard) or cash (directly at the Paris office).


Proof

The data stored in the database of Novela Cuba can be used as proof relating to orders made and may be reproduced in the event of litigation. The computer or electronic data retained by Novela Cuba can be used as supporting or opposing evidence, the same as any other document received, created or retained in writing


Applicable Law

Novela Travel is a French company. In case of disputes regarding the execution of a service performed by Novela Travel, the jurisdiction will fall under the courts of Paris.


Privacy Policy and Protection

Concerned about your private life and the protection of the information submitted, Novela Travel operates under the declared legislation regarding the protection of private life. Certain information we ask you is essential for processing your order (these are marked with an asterisk), other information is optional and collected with the intention of better satisfying your needs. They can be transmitted to our providers for the purpose of your order.


All quotations or bookings imply the acceptance of the customer to receive any communication from Novela Cuba.

You will receive emails regarding your booking but you may also receive our commercial offers.

You can ask not to receive these offers at any time by clicking on the link at the bottom of each of our emails.


In accordance with Article 34 of the Law n°78.17 dated January 06, 1978, called the Electronic and Freedom Law, you have the right to access, modify, correct or cancel your personal data. You can exercise such right by sending a letter to:


Novela Travel

14 Rue des Minimes 75003 Paris - France


General Booking Conditions

To book through the website www.novelacuba.com or by telephone, you must have read and fully accepted all of the Terms and Conditions (T&C) as well as the special conditions during the sales procedure.

Your full acceptance of the T&C becomes effective when you check the field « I accept the Terms and Conditions of Novela Cuba ». For sales made over the phone, your full acceptance of the T&C of Novela Cuba becomes effective from the moment you transmit your financial information to pay for your hire: payment equals acceptance of the T&C.

The special conditions made during the sales procedure are automatically accepted as soon as you validate your booking.


Car Hire Booking Conditions

The reserved vehicle will only be delivered once the following documents have been submitted:


› The voucher issued by Novela Cuba,


› The original and valid driver's license of the main driver and any additional drivers (photocopies are not accepted). The provider may request that the driver has had their license for a minimum amount of time: one or two years depending of the selected car hire.


› The passport of the main driver and any additional drivers,


› An international credit card with the same first and last name of the main driver, with sufficient limits to cover the excess in case of damage or theft. Maestro, Electron and American Express credit cards are not accepted by car hirers.


The customer is required to respect the following conditions:


Vehicle hired with Cubacar


Be in possession of a valid driving license for a minimum 2 years and being at least aged 21 years old


Vehicle hired with Gaviota


Be in possession of a valid driving license for 1 year and being at least aged 21 years old


The Cubans are required to be in possession of a driving license for a minimum 2 years and be at least aged 21 years old.


Vehicle hired with Rex


For all categories except the Sport one: being at least aged 21 years old.


If those documents are not submitted to the provider or if the provider's conditions are not respected upon pick-up of the vehicle, the provider reserves the right to not complete the reservation. Novela Cuba assumes no responsibility and will not issue compensation.


The provider retains a deposit on the international credit card of the driver upon vehicle pick-up. Cash, checks, traveler's checks, national credit cards, MAESTRO and ELECTRON credit cards are not accepted. The deposit will be fully returned once the vehicle is returned in the same condition as when it was picked-up. We advise you to make sure that your international credit card authorizes deposit payments. This amount is based on the excess needed in the case of damage incurred to the rented vehicle, on the daily hire rates and the value of a full tank of gas.


Novela Cuba will not be held responsible if the customer fails to follow the aforementioned guidelines, which could result in the cancellation of the reservation. The credit card holder is then responsible for taking the necessary action to ensure the credit card has a sufficient limit to cover the excess in case of damage or theft.


Agreement with the provider


The prepaid hire voucher issued by Novela Cuba does not constitute the hire contract. The hire contract is between the renter and the provider upon vehicle pick-up. It is subjected to the legislations of the country of pick-up and is valid for the duration of the hire. The contract includes the provider's hire conditions as well as any additional fees (optionals, airport tax…) which are the responsibility of the customer.

Signing the contract confirms your acceptance of its terms. We recommend you keep a copy of this contract.

Additional drivers must be mentioned in the provider's contract and they must be present at the time of pick-up. They must also have a valid driver's license and the same documents required for the main driver. The hire customer and the authorized drivers are responsible for the vehicle from the time of pick-up until drop-off. If the hire customer does not follow these hire conditions, the provider reserves the right to terminate the agreement immediately, in which case neither the provider nor Novela Cuba are liable for reimbursement of the hire vehicle and/or any compensation. Novela Cuba will not be held responsible if the customer does not follow the conditions determined by the provider.


Please note!


The hire cannot be transferred to another person. The duration is specified and indicated on the hire voucher issued by Novela Cuba.


Vehicle pick-up


You must be present at the provider's location at the date and time indicated on the voucher. Generally, a 30 minute delay is accepted provided it is within the normal operating hours of the agency. Beyond this delay, the reservation is no longer guaranteed. Novela Cuba will not be held responsible and will not issue compensation.


Late return penalty


If the vehicle is returned after the time indicated on the voucher, a fee will be charged by the provider, which can be equivalent to the provider's daily hire minimum plus tax


Hotel & Guesthouse Booking Conditions

Hotel

- Check in/out: Usually 01PM for check in and 12PM for check out


- Hotel rooms in Cuba can accommodate a maximum of 3 people


- Each guest staying in the hotel room must present their passports at reception desk upon arrival


- You must present the voucher issued by Novela Cuba


- You must comply with local legislation. For example, Cuban people cannot stay in Cayo Levisa, unless authorized by the local authorities.


- You must arrive at the hotel at the date of the beginning of your reservation or advise of an eventual delay as otherwise your reservation could be cancelled by the hotel and Novela Cuba won't issue any compensation.


- Some hotels require additional payment for boat transfers (in cayo Levisa or Guama for example). This information features on the voucher.


Guesthouses

- Check in/out: Usually 01PM for check in and 12PM for check out


- Each guest must present their passports to the owner upon arrival


- Guesthouses in Cuba can accommodate a maximum of 4 people


- You must present the voucher issued by Novela Cuba


- You must comply with local legislation. For example, Cuban people cannot stay in Cayo Levisa, unless authorized by the local authorities.


- You must arrive at the guesthouse at the date of the beginning of your reservation or advise of an eventual delay as otherwise your reservation could be cancelled by the guesthouse and Novela Cuba won't issue any compensation.


- You must respect the propriety rules of the guesthouse (noise pollution, prostitution, …) The owner reserves the right to cancel your reservation if these rules are not followed and Novela Cuba won't issue any compensation.


- Insurance

Novela Cuba reiterates that the license number of the house guarantees himself alone on the territory of the Republic of Cuba, in the absence of other national regulations, all security aspects of the guest rooms. The attention of customers is then drawn to the fact that there is no insurance on the territory of the Republic of Cuba and no organization other than issuing the license, and that they must ensure themselves against all claims that may arise during their stay.

Tourist Card Sales Conditions

Tourist Card

- Be a resident of the European Community and go to Cuba for tourism purpose.

- The tourist card gives you a 30-day stay permission in Cuba, upon the arrival date in Cuba.

- Choose the mode of sending (express or normal): Novela Cuba will not be held responsible in the event of a delay in the delivery.

- Once you have received the tourist card: please fill in both parts in capital letters, without making any crossing-out

- The tourist card is neither taken back nor exchanged


Airline ticket Booking Conditions

Air France ticket

- For each traveler, submit to Novela Cuba the first and last name as indicated on your passport


- Be at the airport 3 hours before departure with the necessary documents: passport, tourist card, assistance guarantee certificate, return ticket.


Cancellation policy

Cancellation requests must be sent in writing and addressed only to Novela Cuba, and not to the local provider, by email at info@novelacuba.com


Below are described the charges attributable to your refund in case of cancellation:


Car Hire, Car with Driver and Transfer :


Penalties:


For any cancellation occurring more than 30 days before the scheduled beginning date of the service : fees of 10%


For any cancellation occurring between 30 and 3 days before the scheduled beginning date of the service : fees of 30%


For any cancellation occurring less than 3 days before the scheduled beginning date of the service: fees of 100%


Hotels and Gesthouses

The cancellation conditions are variable and defined by the local provider, they are clearly displayed during booking process


Tourist Card and VIP Pass

Neither taken back nor exchanged.


Air France ticket

In case of cancellation only airport taxes are refundable.


In case of amendment, fees are retained: please check with us.


**


Special circumstances – Flight delays:


Please note : if picking-up at an airport, no compensation will be issued if the vehicle was unable to be picked up due to consumer error such as an incorrect flight number, airport name or if the airline or authorities cancel the flight.

In this last case we strongly recommend you turn against the airline. Besides, only the hire services which are featured on the voucher issued by Novela Cuba can be subjected to any credit note.


Natural disasters:


Novela Cuba will not be held liable in case of the non-execution or delay in executing its obligations in the event of a natural disaster or any event out of the control of Novela Cuba.


Changes and/or Extensions before arriving in Cuba

Any change request must be made to Novela Cuba by email at info@novelacuba.com

Please note: The provider reserves the right to refuse the change.

› If the provider accepts the change: a new hire voucher will be available for download and print from your customer profile. Only the new hire voucher is necessary to benefit from the amended service.

› If the provider refuses the change, the initial reservation conditions remain the same, as well as the voucher.


Changes and/or Extensions while in Cuba

No reimbursement will be provided by Novela Cuba in case of cancellation or amendment while in Cuba.


In the event of an early return, only the daily insurance might be reimbursed by the car hirer.


Claims

Any official claim must be made in writing to Novela Cuba's customer service within 2 months of the end of your reservation.

You have to establish a file with the following elements:

› Explanation of your claim,

› In case of car renting, the hire contract from the provider


These documents can also be submitted either by email at info@novelacuba.com

or by post at the following address:


Novela Travel

14 Rue des Minimes 75003 Paris- France