Terms & Conditions

1. Definitions

• "Company", "we", "us", "our" — KCG Travel Services Kefalonia, as described in Section 2.
• "Customer", "you", "your" — any person or legal entity who books an excursion with us, online, by email, by phone or at our office.
• "Lead Passenger" — the person who makes the booking on behalf of all participants. The Lead Passenger must be at least 18 years old, accepts these Terms on behalf of all participants and is responsible for payment of the booking, including any changes.
• "Participant" — every person named or counted in a booking, adults and children.
• "Excursion" / "Tour" — any bus tour, shore excursion, cruise, private boat trip, sailing trip, fishing trip or other experience offered on kcgtours.gr.
• "Partner Operator" — an independent company that owns and operates a boat or service that we sell (see Section 13).
• "On-request booking" — a booking that is not made through the online booking calendar but by request: shore excursions, Tailored Experiences, private tour requests and yacht charters.
• "Voucher" — the booking confirmation we send by email, showing your booking reference and tour details.

2. About Us

kcgtours.gr is the excursions website of KCG Travel Services Kefalonia, a licensed travel agency based in Lassi, Kefalonia.

Our role

• Bus tours and shore excursions are organised and operated by us, with our own coaches, drivers and tour guides.
• Boat tours (day cruises, private boat trips, sailing and fishing trips) are operated by independent Partner Operators. For these tours we act as the booking agent: we take your booking and payment, pass your booking to the operator, and can arrange additional services such as transfers. The boat, crew and on-board service are the responsibility of the Partner Operator (see Section 13).

3. Booking Process

3.1 How to book

• Online, through the booking calendar on each tour page of kcgtours.gr (preferred).
• By email, phone, WhatsApp or Viber, or in person at our office in Lassi.
• Through the request forms on our website ("Make a request", "Tailored Experiences"), for on-request bookings (see 3.3).

3.2 Information we need

• For every booking: the Lead Passenger's full name, email address and mobile phone number, and the number of adults and children.
• For bus tours: your accommodation, so that we can assign the right pickup point. If your accommodation is not in the list, enter its name and we will contact you with the most convenient pickup point.
• For cruises and boat tours: the full name, date of birth, passport number and nationality of every participant. The captain needs these details to prepare the passenger list for the Port Authority, as required by Greek law.

Please make sure all details, especially your email address and phone number, are correct. We use them to send your Voucher and to contact you about any change. If we cannot reach you because of incorrect details, we cannot be held responsible for a missed tour.

3.3 Confirmation

• Bus tours booked online: your booking is confirmed as soon as payment is completed. You receive your Voucher by email immediately.
• Partner boat tours booked online: you pay when booking, and we then confirm availability with the operator. If the operator has no availability, or cannot run the trip for another reason (e.g. weather or a mechanical problem), we will contact you and offer an alternative date proposed by the operator or a full refund. If we have not contacted you within 24 hours of your booking (or before the tour, if you booked at short notice), your booking is confirmed.
• On-request bookings (shore excursions, Tailored Experiences, private tour requests and yacht charters): these cannot be booked online. After you send us a request, we contact you and send you a written offer. Your booking is confirmed only when you have accepted our offer and we have received your payment. Sending a request does not create a booking. The payment and cancellation terms stated in the offer apply.

3.4 Your Voucher

• Please show your Voucher (on your phone is fine) at pickup or check-in. Participants without a Voucher cannot join the tour.
• You can view your Voucher and manage your booking at any time through the booking portal link in your confirmation email.
• If you lose your Voucher or cannot open it, contact us and we will reissue it.

3.5 Checking your booking

Please check the details in your Voucher as soon as you receive it and tell us immediately if anything is wrong.

4. Payment

4.1 Online bookings

• Full payment (100%) is required at the time of booking.
• Payments are processed securely by Stripe through our booking platform. You can pay by credit/debit card and other payment methods shown at checkout (for example Klarna, iDEAL, Bancontact or EPS, depending on your country and device).
• We do not see or store your full card details.

4.2 On-request bookings

On-request bookings are paid through a secure card payment link from our bank (National Bank of Greece), as stated in our written offer. You enter your card details on the bank's secure payment page; we do not see or store them.

4.3 Payment at our office

You can also book and pay at our office in Lassi, by card or in cash. Payment on the coach or at the boarding point on the day of the tour is not possible.

4.4 Company bookings

Companies may request payment by invoice, by prior arrangement with our finance department.

4.5 Currency

All prices are in euros (€).

5. Prices, Children & Promotions

5.1 Prices

• Prices are shown on each tour page and at checkout (or, for on-request bookings, in our written offer) and include VAT.
• Some tours are priced per person; private boats and some services are priced per boat or per group. The pricing unit is shown on each tour page.
• What is and is not included is listed on each tour page. Entrance fees to caves, museums and other attractions are not included unless the tour page explicitly says so.
• Once your booking is confirmed, its price will not change, unless you ask for a change that affects the price.

5.2 Children

Children aged 2–12 have a reduced child price on every tour. Infants under 2 travel free (see Section 9).

5.3 Promotions, promo codes and gift cards

• From time to time we run promotions and offer promo codes or gift cards. Each comes with its own conditions, which are stated when it is offered.
• Some tours may already be on a reduced price during the season.

5.4 Package offers (e.g. "Golden Package")

• A package discount applies only when all tours of the package are booked together.
• The discount is calculated on the standard prices of the tours, not on any reduced price a tour may have at the time.
• If you cancel one tour of a package, the package discount no longer applies: the remaining tours are charged at their standard price and we refund any difference between what you paid and that amount, according to our Cancellation Policy.
• If we cancel one tour of a package and cannot reschedule it, we refund that tour's share: the package discount is spread proportionally across all tours of the package, and we refund the discounted amount of the cancelled tour.

6. Cancellations & Refunds

Our cancellation rules, how to cancel and how refunds work are set out in our Cancellation Policy. In short:

Where a Partner Operator applies a different policy, the policy shown for that tour at checkout applies.

7. Changes & Amendments

• Changes to the date or number of participants requested within the free-cancellation period are free of charge and are not treated as cancellations. They are subject to availability; any price difference is payable or refunded.
• Changes requested after the free-cancellation period are at our discretion and subject to availability. If you reduce the number of participants after that period, no refund is given for the removed places.
• You can request changes through the booking portal link in your confirmation email, by email, or by phone during office hours.

8. Pickup, Meeting Points & Punctuality

8.1 Bus tours

• Your pickup point and time are shown in your Voucher. If they change, we inform you by phone or email.
• Please be at your pickup point 10 minutes before the pickup time. The coach waits 5 minutes at each pickup point before leaving.
• If you miss the pickup and we cannot reach you on the contact details you gave us, this is treated as a no-show (see Section 6).

8.2 Boat tours

• Boat tours do not include hotel transfers unless stated on the tour page. You make your own way to the boarding point, following the instructions we send you.
• Please arrive at the boarding point at least 30 minutes before departure for check-in and passport/ID checks. Please bring your passport or ID.
• Boats leave on time. Late arrival is treated as a no-show.
• Transfers we arrange for you together with a boat tour are provided under the terms of kefaloniatransfers.com.

9. Children & Infants

• Participants under 18 must be accompanied by an adult who is responsible for them throughout the tour.
• Infants under 2 travel free and are not booked as separate participants.
• Many of our tours are long and can be tiring for babies and young children. Before booking, please consider whether the tour is suitable for the age of the children in your care. For families with babies we recommend one of our private tours, which can be adapted to your pace.
• If a child causes prolonged disruption to other participants, you may be asked to end the tour. In that case you will be taken back to our office in Lassi, given a full refund, and transported back to your pickup point or accommodation.
• All boats carry life jackets, including infant life jackets, in line with Greek regulations.

10. Accessibility & Health

10.1 Bus tours

• Our coaches have no wheelchair ramp. Participants must be able to get on and off the coach on their own or with the help of their companion.
• Manual (foldable) wheelchairs and mobility aids are welcome and are carried in the luggage hold. Electric wheelchairs and mobility scooters cannot be carried.
• Our bus tours are not suitable for participants who cannot board the coach on their own or with help. If you have a physical health issue or disability, we strongly recommend travelling with a person who can support you.

10.2 Boat tours

Access to boats varies. If you use a wheelchair, have reduced mobility or have any health concern, please contact us before booking and we will advise you on the most suitable option.

10.3 Your health

Participation is at your own responsibility. If you are pregnant, prone to seasickness or have a health condition, please consider whether the tour is suitable for you and contact us before booking if you have any doubt. We cannot be held responsible for health problems arising from a participant's pre-existing condition.

11. Conduct on Coaches and Boats

11.1 General

• Please follow the instructions of the driver, tour guide, captain and crew at all times.
• Please keep noise to a minimum during the guide's commentary and keep mobile phones on silent.
• Participants who are intoxicated, or whose behaviour is abusive, threatening or endangers others, may be refused boarding or removed from the tour without refund.

11.2 On our coaches

• Food, coffee and ice cream are not permitted.
• Smoking, e-cigarettes and vapes are not permitted.
• Pets are not permitted. Guide dogs are welcome — please tell us in advance.

11.3 On boats

• Rules on food, drinks, alcohol, smoking and pets differ from boat to boat. Many boats have a bar serving soft and light alcoholic drinks. Please contact us before booking if you have a question.
• Swimming is at your own risk and only for confident swimmers. Always follow the crew's instructions on when and where to swim.
• Whether snorkelling or jumping from the boat is allowed depends on the boat and the conditions — please ask us.

11.4 Photos

We do not normally photograph or film participants. If we do, it is only with the consent of the people concerned.

12. Changes and Cancellations by Us

12.1 Weather and sea conditions

• Boat departures are decided by the Port Authority and the Greek authorities, and on the day by the captain. A trip can be cancelled the evening before or at the port shortly before boarding.
• We inform you as soon as we are informed. We first offer you an alternative date; if it does not suit you, you receive a full refund.
• In case of a mechanical problem, we may also offer an equivalent tour on another boat, if available.

12.2 Minimum number of participants

• Bus tours need a minimum of 13 participants. If this minimum is not reached, we may cancel the tour and will inform you by the afternoon before the tour at the latest. You can choose another date or a full refund.
• Partner Operators set their own minimum numbers and inform us; we then inform you and offer the same choice.

12.3 Changes to the itinerary

• The driver, tour guide or captain may change the route or the order of visits during the tour because of weather, traffic or other conditions. A change in the order of visits does not give a right to a refund.
• If a separately priced section of a tour has to be skipped (for example the cruise section of a combined cruise-and-bus tour), we refund the price difference between the tour you booked and the equivalent tour without that section.
• If an attraction is closed on the day of the tour (for example a cave), we will tell you in advance. No partial refund is given, as entrance fees are not included in our prices. If you do not accept the change, you can choose another date or a full refund.

12.4 Other changes

• We may change the coach or boat, the tour guide, the timing or the order of stops, and will inform you of any significant change. We do not change the language of a tour. If you do not accept a significant change, you can choose another date or a full refund.
• If a tour has to be interrupted for technical or other reasons, we arrange another coach. If this is not possible, we offer you another date. For boat tours, we agree the next steps (another date or a refund) with the Partner Operator and inform you.

12.5 Shore excursions

If your cruise ship cancels its call at Kefalonia, you receive a full refund.

In all cases in Section 12, the remedies described (another date, an equivalent tour or a refund) are the full extent of our obligation, without prejudice to your rights under mandatory consumer law.

13. Partner Operators & Third-Party Providers

• Boat tours are run by independent Partner Operators who are responsible for their boats, crews, safety equipment and on-board services, and hold their own licences and insurance.
• Where a Partner Operator's cancellation policy differs from ours, the policy shown for that tour at checkout applies.
• Some experiences on kcgtours.gr are booked directly with another provider through their own booking system (for example, when you click "Book" and are taken to the provider's checkout). For those bookings the provider's own terms and cancellation policy apply, as shown on their checkout. We are not a party to that contract.

14. Liability & Insurance

14.1 Our liability

We are responsible for the proper performance of the tours we operate and, for tours by Partner Operators, for the correct handling of your booking, the information we give you and any refund due under these Terms.

14.2 Limits

• Nothing in these Terms limits our liability for death or personal injury caused by our negligence, for intent or gross negligence, or any other liability that cannot be limited under Greek or EU law.
• Subject to the above, our total liability for any other loss in connection with a booking is limited to twice the price paid for the affected booking.
• We are not liable for indirect or consequential losses, such as missed connections, additional accommodation or transport costs, or loss of enjoyment, unless caused by our intent or gross negligence.
• We are not liable for the acts or omissions of Partner Operators or other providers in the performance of their own services, except where we are at fault.

14.3 Insurance

• We hold a professional civil liability insurance policy for each tour we organise, covering our liability towards customers for non-performance or faulty performance of the tour. The policy also covers our insolvency or bankruptcy.
• Boats are insured by their owners.

15. Force Majeure

We are not responsible for failure or delay in performing a tour caused by events beyond our reasonable control, including severe weather, natural disasters, strikes (not involving our own staff), government or Port Authority decisions, road closures, civil unrest, epidemics or war. In such cases we will inform you as soon as possible and offer another date or a full refund.

16. Damage & Lost Property

• You are responsible for any damage caused, on purpose or by accident, by you or members of your group to the coach or boat, its equipment, or other participants and their property (for example damage caused by smoking). We will claim compensation for such damage.
• Please keep your belongings with you. We will make reasonable efforts to return items left on a coach or boat, but we are not responsible for them.

17. Complaints & Dispute Resolution

• If something is not right during the tour, please tell your tour guide, driver or the crew straight away so that it can be put right on the spot.
• If the issue is not resolved, please contact us at info@kcgservices.gr within 48 hours after the tour, so that we can investigate while the facts are fresh. This does not affect your legal rights.
• We will reply in writing within 7 working days at the latest.
• We are committed to resolving any dispute in good faith.

18. Governing Law & Jurisdiction

• These Terms are governed by Greek law and applicable European Union law.
• Any dispute shall be subject to the jurisdiction of the courts of Kefalonia, Greece. If you are a consumer resident in the EU, this does not deprive you of the protection of the mandatory rules of your country of residence or of your right to bring proceedings in your own country.
• Right of withdrawal: under EU consumer law (Directive 2011/83/EU, Article 16(l)), the 14-day right of withdrawal does not apply to leisure services booked for a specific date. Your cancellation rights are those set out in our Cancellation Policy.

19. Data Protection & Privacy

We process your personal data in line with the GDPR and Greek law. Please read our Privacy Policy and Cookie Policy.

20. Website Terms of Use

• All content on kcgtours.gr (texts, photos, videos, logos and design) belongs to us or our licensors and may not be copied or reused without our written permission.
• Tour descriptions, photos and itineraries are given in good faith and may change. The details shown at the time of booking and in your Voucher apply.

21. Contact Information

• Email: info@kcgservices.gr
• Phone: +30 2671 025653
• Mobile / WhatsApp / Viber: +30 697 651 4295
• Office: Lassi, Argostoli–Aerodromiou, 28100 Kefalonia, Greece
• Office hours: May–October: daily 09:00–21:00 · November–April: Monday–Friday 09:00–17:00 (Greek time)

22. Final Provisions

• Changes to these Terms: we may update these Terms from time to time. The version published on this page at the time of your booking applies to that booking.
• Severability: if any provision is found invalid, the remaining provisions remain in force.
• Language: these Terms may be provided in other languages. In case of any difference, the English version prevails.
• Acceptance: by completing a booking you confirm that you have read and accepted these Terms and our Cancellation Policy, on your own behalf and on behalf of all participants in your booking.