Question 1

1. CONTRACT

Accepted Answer

1.1
 CYou in Switzerland GmbH (Ltd.), hereinafter referred to as CYou, organizes travel experiences. These General Terms and Conditions govern the contractual relationship between you and CYou when you enter into a contract directly with CYou and when these conditions are expressly included as part of the contract. Otherwise, your booking office shall be your sole contractual partner.
1.2
 If your booking office arranges travel packages or individual services from other tour operators or service providers, their own terms and conditions shall apply. CYou’s insurance coverage does not apply to such third-party services. For all airline and railway tickets arranged by CYou, the contractual terms and conditions of the respective airline or railway company shall apply. In such cases, CYou is not a contracting party, and these General Terms and Conditions do not apply.
1.3
 Special requests may only be accepted by travel agencies if they are expressly designated as non-binding. Please note that our services commence upon arrival in Switzerland, as per the respective travel program. It is your responsibility to ensure that you are present at the specified departure location at the time indicated in the travel program.
1.4
 If you wish to change the names of travelers or the travel dates after the contract has been concluded, a fee of CHF 60 per person (maximum CHF 120 per booking) will be charged. For cancellations or rebookings, the cancellation provisions in Article 5 apply.
1.5 Passport and Visa
 Entry requirements into Switzerland vary depending on whether you are a citizen of an EU or EFTA country, or a third country. The Swiss State Secretariat for Migration (SEM) is the competent authority. Information regarding entry requirements, visa obligations, and the short-stay calculator is available on the SEM website.
1.6 Vaccinations
 No specific vaccinations are required for entry into Switzerland. However, vaccination against tick-borne encephalitis (TBE) is recommended in areas where there is a potential risk, e.g., for hiking trips in endemic regions.

Question 2

2. PRICES AND PAYEMENT

Accepted Answer

2.1 Prices on the Website
 Prices for our travel offers are listed on www.cyou.ch. The package prices apply per person in Swiss francs and are based on accommodation in a double room in a 3-star hotel or higher, unless a camping option is explicitly indicated. Prices are based on cash payments; surcharges may apply for credit card payments.
2.2 Advisory and Reservation Fees
 Please note that your booking office may charge additional fees for reservations and handling, in addition to the prices listed on our website.
2.3 Payment Terms
 Payments for travel arrangements must be made prior to departure as follows:
·         2.3.1 Direct bookings with CYou: A deposit of 20% of the package price is due upon booking or upon receipt of the booking confirmation. The balance must be paid no later than 30 days before departure. For bookings made less than 30 days before departure, the full price is due immediately upon receipt of the booking confirmation.
·         2.3.2 Bookings via Zicasso: CYou is a partner of Zicasso (https://www.zicasso.com/). A non-refundable deposit of 20% of the package price is required upon booking or upon receipt of the booking confirmation. The balance must be paid no later than 30 days before departure. For bookings made less than 30 days before departure, the full amount is due immediately upon receipt of the booking confirmation.
2.4 Changes by CYou
 CYou expressly reserves the right to change information, service descriptions, and prices on our website and in marketing materials prior to your booking. You will be informed of such changes before entering into the contract.
Price adjustments may result from:
·         Tariff changes by transport providers (e.g., fuel surcharges)
·         Introduction or increase of fees and taxes (e.g., airport taxes, national park fees)
·         Government-imposed price increases (e.g., VAT)
·         Exchange rate fluctuations

If the price increase exceeds 10% of the originally agreed total price, you are entitled to withdraw from the contract free of charge within 5 days of receiving notification. In such cases, any payments already made will be refunded in full.

Question 3

3. COMPLAINTS DURING THE TRIP

Accepted Answer

3.1
 If the trip deviates from the description on the CYou website or booking confirmation, or if you are dissatisfied for any other reason, you are entitled and obliged to request immediate and free rectification from the tour guide. If this is not possible, you must obtain written confirmation from the tour guide.
3.2
 If CYou or the responsible tour guide does not provide an adequate solution within 48 hours, you may take corrective action yourself. Costs incurred will be reimbursed by CYou, but only within the scope of the originally agreed services and upon submission of receipts. If deficiencies are so severe that continuation of the trip is unreasonable, you must obtain written confirmation from the tour guide, who is obliged to document the issue and your complaint in writing.
3.3
 Your complaints and the related documentation must be submitted in writing to CYou within 30 days of your return.

Question 4

4. LIABILITY

Accepted Answer

4.1 Refund of Services Not Provided and Additional Expenses
 CYou will refund the value of services agreed but not provided, or additional expenses incurred, if neither CYou nor the tour guide was able to provide equivalent substitute services. Refunds are limited to twice the amount you paid for the travel arrangement. No liability is assumed for program changes caused by flight delays, strikes, force majeure, official or statutory measures, or delays caused by third parties for which CYou is not responsible.
4.2 Personal Injury, Accidents, and Illness
 CYou is liable for personal injury resulting from culpable non-performance or improper performance of the travel arrangement by CYou or a company contracted by CYou, provided you assign your claims for damages to CYou. For liability relating to air or other transport (rail, ship, bus companies), compensation claims are limited to the amounts prescribed in applicable international conventions or national laws.
4.3 Theft and Property Damage
 CYou is liable for damage caused by theft or property damage if culpably caused by CYou or a contracted company, provided you do not receive compensation from other sources (e.g., insurance) and you assign your claims against third parties to CYou. Compensation is limited to twice the amount you paid for the travel arrangement.
4.4 Special Events or Excursions
 At the destination, local events or excursions outside the official travel program may be booked. Such activities may involve risks or physical requirements not suitable for all travelers. CYou assumes no liability for excursions not booked through CYou or the travel agency.
4.5 Insurance
 CYou strongly recommends that you obtain comprehensive travel insurance, including cancellation, repatriation, accident, health, and luggage coverage. It is the responsibility of travelers to ensure adequate insurance.

Question 5

5. CANCELLATION CONDITIONS AND CHANGES

Accepted Answer

5.1 Cancellation by You
 Before the start of the cancellation period, a general handling fee of CHF 60 per person (maximum CHF 120 per booking) is charged for cancellations or changes (such as name changes, travel dates, or accommodation). For tailor-made journeys arranged specifically for you, this fee is doubled due to the significant additional work involved. After the start of the cancellation period, the provisions under Section 5.2 apply.
5.2 Cancellation Conditions
 In the event of cancellation, you must notify CYou immediately in writing. Cancellation becomes effective upon receipt of written notice by CYou. The cancellation fees are as follows, based on the number of days before departure:
·         55 to 30 days: 30% of the travel price
·         29 to 15 days: 50% of the travel price
·         14 to 8 days: 80% of the travel price
·         7 to 0 days: 100% of the travel price
For clients booked via Zicasso, the 20% deposit is non-refundable from the time of confirmation. No refunds are granted for late arrivals, early departures, or unused services/activities included in the price. CYou will, however, make every effort to obtain refunds for missed activities, except for minor services or where refunds would violate statutory or regulatory provisions.
All activities are undertaken at your own risk. CYou is responsible for the execution of agreed services within safe limits. In urgent cases (illness, accident, serious illness or death of a close relative), CYou will assist in organizing early return travel.
5.2.1 Deviating Cancellation Costs
 Deviating cancellation fees may apply if specified in the program description or booking confirmation.
5.3 Substitute Traveler
 If you cannot participate in the booked trip, you may propose a substitute traveler who is prepared to travel under the same conditions. In such cases, CYou will charge only the handling fee. Admission of a substitute traveler is subject to consultation with your travel agency and may depend on factors such as visa requirements. The substitute traveler must meet the travel requirements, and no legal or regulatory impediments may exist. Upon entry of a substitute traveler, both you and the substitute remain jointly and severally liable for the travel arrangement and all related fees.

Question 6

6. Cancellation or Termination by CYou

Accepted Answer

6.1 Cancellations Attributable to the Traveler
 CYou may cancel a trip if your conduct or omission provides sufficient grounds. In such cases, CYou will refund the price paid, but further claims are excluded. Cancellation fees and additional damage claims remain reserved.
6.2 Insufficient Participation
 For some trips, a minimum number of participants applies. If this is not met, or if extraordinary circumstances compel CYou to substantially alter the services offered, CYou may cancel the trip up to 22 days before departure. In such cases, we will attempt to provide an equivalent substitute program. If you decline the substitute, all payments already made will be refunded, plus a handling fee of CHF 60 per person (maximum CHF 120 per booking). Further claims are excluded.
6.3 Force Majeure and Strikes
 If a trip cannot be carried out as planned, or must be terminated early due to force majeure (e.g., natural disasters, political unrest), official or legal measures, or strikes, CYou is entitled to deduct already incurred and proven expenses from any refunds. Further claims are excluded.

Question 7

7. LIMITATION PERIOD

Accepted Answer

Claims for damages against CYou, regardless of the reason, expire within one year. The limitation period begins the day after the end of the booked travel arrangement.

Question 8

8. OMBUDSMAN

Accepted Answer

Before initiating legal proceedings, you should contact the independent Ombudsman of the Swiss travel industry. The Ombudsman seeks to achieve fair and balanced settlements in disputes between you and the travel company or agency. Address: Ombudsman of the Swiss Travel Industry, Etzelstrasse 42, P.O. Box, 8038 Zurich, www.ombudsman-touristik.ch.

Question 9

9. DATA PROTECTION

Accepted Answer

9.1 Your Data
 CYou requires personal data from you and all fellow travelers in order to properly process the contract. We are subject to Swiss data protection law and undertake to keep your data secure.
9.2 Transmission of Data to Service Providers and Authorities
 Your data will be shared only to the extent necessary with our service providers, which may include providers abroad where data protection standards may not match those in Switzerland. Both we and the service providers may be legally obliged to share data with authorities.
9.3 Sensitive Personal Data
 Depending on the booked services, you may provide us with personal data that reveal, for example, your religion (e.g., dietary requests). Such data will only be shared with service providers to fulfill the contract or disclosed if legally required. By providing such information, you expressly authorize us to use it in accordance with these provisions.
9.4 Information About Our Offers
 CYou reserves the right to inform you in future about our programs and trips. You may opt out of this service at any time.
9.5 Enforcement of Rights
 We reserve the right to disclose your data to authorities or third parties in order to protect our legitimate interests, including cases involving suspected criminal activity.
9.6 Data Protection Inquiries
 For questions regarding data protection, access to your stored data, or unsubscribing from our information service, please contact:
 CYou in Switzerland GmbH, Vögelingässchen 38, 8200 Schaffhausen.

Question 10

10. SUSTAINABILITY AND EVIRONMENTAL PROTECTION

Accepted Answer

10.1 Sustainable Travel Practices
 CYou is committed to the Swisstainable initiative and actively promotes sustainable travel. We design our offers to be as environmentally friendly as possible and encourage guests to adopt sustainable practices, such as using public transportation, avoiding single-use plastics, and supporting local providers.
10.2 Restrictions on Environment-Related Activities
 Certain tours may be subject to program changes due to environmental regulations or conservation measures. In such cases, we will inform you in advance and offer alternatives where possible.

Question 11

11. HEALTH AND SAFETY

Accepted Answer

11.1 Physical Requirements
 Certain activities and tours require specific physical fitness. Travelers are obliged to inform CYou of any health restrictions or risks that could affect participation.
11.2 Personal Responsibility
 All activities are undertaken at your own risk. CYou assumes no liability for accidents or health incidents resulting from non-compliance with safety instructions.

Question 12

12. CONDUCT AND LOCAL LAWS

Accepted Answer

12.1 Compliance with Local Laws
 Travelers are obliged to comply with the applicable laws and regulations of Switzerland. This includes adherence to environmental protection rules, cultural sensitivity, and respectful behavior in nature reserves and public spaces.
12.2 Violations
 In cases of serious violations of local laws or CYou’s rules, CYou reserves the right to terminate the contract without notice.

Question 13

13. USE OF PHOTOGRAPHIC AND MEDIA MATERIAL

Accepted Answer

13.1 Consent to Use
 CYou reserves the right to use photos and videos taken during the trip for marketing purposes. Participants may object in writing in advance if they do not wish to appear in published materials.

Question 14

10. PLACE OF JURISDICTION

Accepted Answer

Swiss law shall exclusively apply to the relationship between you and CYou. The place of jurisdiction for any claims against CYou is Schaffhausen.