for the conclusion of a contract for the sale of tour packages
Tashkent, revision of 15 September 2026
1.1. This document is the official public offer (the "Offer") of Foreign Enterprise Limited Liability Company CENTRUM HOLIDAYS (FE LLC CENTRUM HOLIDAYS, the "Company") to enter into a contract for the sale of tour packages on the terms set out below.
1.2. The Offer is governed by the Civil Code of the Republic of Uzbekistan, the Law of the Republic of Uzbekistan "On Tourism" No. ZRU-549 of 18 July 2019, the Law "On Protection of Consumer Rights" No. 221-I of 26 April 1996, the Law "On Electronic Commerce" No. ZRU-792 of 29 September 2022, the Law "On Electronic Document Management" No. 611-II of 29 April 2004, and the Law "On Personal Data" No. ZRU-547 of 2 July 2019.
1.3. The Offer is published on the website https://centrum-holidays.com, on its subdomains and in the Company's mobile application (together, the "Platform").
1.4. The Company carries out tour operator activities under license No. 210965 of 23 January 2024 for tourism activities, register number L-41801352, issued by the Tashkent City Department of the Tourism Committee. The license is of unlimited duration. Information about the license and its electronic image, including the unique QR code (matrix barcode) contained in the license, are publicly available on the Company's official website at https://centrum-holidays.com/.
1.5. The Offer is accepted when the Client places an Order on the Platform and pays for it, in full or in part where partial payment is expressly available for the relevant tour package. Acceptance constitutes the Client's full and unconditional agreement to the terms of the Offer in accordance with Article 370 of the Civil Code of the Republic of Uzbekistan. From the moment of acceptance, the contract is deemed concluded in the form of an electronic document, which has the same legal effect as a contract concluded in writing (Law of the Republic of Uzbekistan "On Electronic Document Management" No. 611-II of 29 April 2004).
1.6. The Offer is drawn up in the state (Uzbek) language and is additionally issued in Russian and other languages.
1.7. The Company may amend the Offer by publishing a new revision on the Platform. Each Order is governed by the revision in force at the time of acceptance. Amendments do not apply to Orders paid for before the new revision takes effect.
1.8. A Client who does not agree with the terms of the Offer must refrain from placing Orders on the Platform.
2.1. Platform means the website https://centrum-holidays.com, its subdomains and the Company's mobile application.
2.2. Order means a request placed by the Client on the Platform to purchase a tour package, specifying its contents, dates, price and the details of the tourists.
2.3. Tour package (tour) means a set of tourism services comprising at least two types of service, put together by the Company for a specific route and specific dates.
2.4. Tourist (client) means the individual for whose benefit the tour package is purchased. The Client may place Orders both for himself or herself and for third parties. The term "Tourist" also covers third parties for whose benefit the contract is concluded.
2.5. Supplier means a third party that directly provides a service included in the tour package: a carrier, an accommodation provider, a receiving party, an insurance company and others.
2.6. Carrier means the airline that performs the air carriage and is a party to the contract of carriage with the passenger.
2.7. Fare rules means the conditions established by a Supplier for the use, amendment and refund of a service at a particular price, including non-refundable fares, charges and penalties.
2.8. Tour voucher means the document confirming the tourist's entitlement to the services included in the tour and the fact that they have been paid for.
2.9. Itinerary receipt means the extract from the automated reservation system confirming that an electronic air ticket has been issued.
2.10. Traveller information sheet means the Company's information document sent to the Client together with the travel documents.
2.11. Promotion means a marketing campaign of the Company (a discount, promo code, bonus or special offer) run on the terms published on the Platform.
3.1. The Company undertakes to ensure that the Client (the tourists) is provided with the set of tourism services included in the purchased tour package, and the Client undertakes to pay for it in the manner and within the time limits set out in the Offer.
3.2. The Platform sells tour packages put together by the Company itself. The contents of each tour package, the route, the dates, the accommodation provider and its category, the meal plan, the terms of carriage, transfers and insurance are shown on the page of the relevant tour and recorded in the Order.
3.3. The Company acts as a tour operator and ensures that the services included in the tour package are provided either by itself or through Suppliers.
3.4. Air carriage included in a tour package is performed by the airline named in the supporting documents, including the airline Centrum Air. The contract of carriage is concluded between the passenger and the Carrier when the ticket is issued. The conditions of carriage, baggage allowances, check-in procedures, schedule changes and the exchange and refund of tickets are governed by the Carrier's rules, the fare rules, the Air Code of the Republic of Uzbekistan and the applicable international treaties.
3.5. At the Client's request, a tour package may include additional services: medical insurance, transfers, excursions, visa support and other services shown on the Platform when the Order is placed.
3.6. An order to put together an individual tour package to the Client's specifications is documented as an agreement having the nature of a preliminary contract. The final terms and price of such a package are recorded in the Order once the Suppliers have confirmed the reservations.
4.1. Before the Order is paid for, the Company provides the Client with the following information on the Platform:
4.2. On the Client's request, the Company provides information on the specifics of entry into, exit from and stay in the country of temporary stay, as well as the addresses and contact telephone numbers of the diplomatic and consular missions of the Republic of Uzbekistan in the relevant country of temporary stay.
4.3. Information on the Company's license and other permits is published on the Platform in the manner set out in clause 1.4 of the Offer.
5.1. To place an Order, the Client selects a tour package, provides accurate details for himself or herself and for the tourists, confirms that he or she has read the terms of the Offer and the material terms of the Order, and makes payment.
5.2. The contract is deemed concluded when the Order is paid for or, in the case of partial payment, when the first payment is made, subject to clause 5.7 of the Offer.
5.3. Once payment and the reservations have been confirmed, the Company sends to the Client's email address and personal account on the Platform the tour voucher, the itinerary receipt for the electronic ticket, the insurance policy, the traveller information sheet, the documents for any additional services and the fiscal receipt.
5.4. The documents required for the journey are delivered to the Client in electronic form no later than 24 hours before the start of the journey. Where a tour package is purchased less than 24 hours before departure, the documents are delivered immediately after the Suppliers confirm the reservations.
5.5. The Client must check the documents received without delay. Errors in surnames, given names and passport details made by the Client when placing the Order may result in reissue charges being levied by Suppliers or in the service becoming unusable. The Client bears those consequences.
5.6. When placing an Order for third parties, the Client confirms that he or she holds the necessary authority and the consent of those persons, including consent to the processing of their personal data, and undertakes to pass on to them the terms of the contract and the information received from the Company. The Client ensures that those third parties comply with the terms of the Offer.
5.7. Certain tour packages are handled on a "pay, then confirm" basis. In respect of such a service, the contract takes effect once the Supplier confirms the reservation. If the Supplier does not confirm the reservation, the Company notifies the Client without delay and, at the Client's choice, offers an alternative with an additional payment or a refund of the difference, or refunds the amount paid in full. Such a refund does not constitute a breach of contract by the Company.
5.8. Until payment is made in full, a reservation may be cancelled automatically once the time limit set by the Supplier and shown on the Platform expires.
5.9. The Client may create an account on the Platform. The Client is responsible for keeping the account credentials secure. Actions taken using the Client's account are deemed to have been taken by the Client. If there are signs of unauthorised access, the Client must notify the Company without delay.
6.1. Prices are set in Uzbek soum. For the Client's convenience, the Platform may also show an indicative equivalent in foreign currency. The price expressed in soum is the price binding on the parties.
6.2. The total price of the Order, including fuel, airport and other charges as well as the Company's service fee where applicable, is shown to the Client before payment.
6.3. Payment is made by the methods available on the Platform: UZCARD, HUMO, Visa and Mastercard bank cards, partner payment services and applications, and other methods. The payment obligation is discharged once the payment system confirms the payment and the funds are credited.
6.4. Where payment is made with a card issued outside the Republic of Uzbekistan, the amount may be debited in the currency of the card account and converted by the issuing bank or the payment system at its own rate. The Company does not compensate exchange rate differences.
6.5. Until payment has been made in full, the price of the tour package may be adjusted if circumstances change materially (changes in Carriers' fares, fuel charges or a material change in exchange rates); in that case the Client may withdraw from the contract and receive a refund of all amounts paid. Once payment has been made in full, the price is not subject to change, except in the cases provided for by law.
6.6. For certain tour packages, payment in instalments may be available through the Company's banks and payment partners. The instalment arrangements, including limits, the payment schedule and fees, are governed by the contract between the Client and the relevant bank or partner. For the purposes of the Offer, the service is treated as paid for once the bank or partner confirms the financing.
6.7. In order to prevent fraudulent transactions, the Company may ask the Client to confirm his or her identity or the lawfulness of the use of the payment instrument, and may suspend processing of the Order until the check is completed. If confirmation is not provided within a reasonable time, the Order is cancelled and the amounts paid are refunded to the payment instrument used.
6.8. Bank card details are entered on the secure page of the acquiring bank or payment organisation. The Company does not receive, process or store the full card number, its expiry date or the CVV or CVC code. Payments are processed by organisations that comply with the Payment Card Industry Data Security Standard (PCI DSS). Data is transmitted over a secure encrypted protocol, and each transaction is confirmed by the cardholder using 3-D Secure technology.
6.9. Together with the acquiring bank, the Company applies transaction limits for risk control purposes: on the maximum amount of a single transaction, on the total amount of transactions per card and per Client per day and per calendar month, on the number of transactions and cards used, and on the number of failed payment attempts. Information about the limits applied is published on the Platform and may be changed without prior notice where this is necessary to prevent fraudulent transactions.
6.10. Refunds are made solely to the payment instrument used for payment. Refunds to a third party's card, to another account or in cash are not made.
6.11. The Client undertakes to pay for services using his or her own payment instrument, or a payment instrument that the holder has authorised, and not to disclose to third parties one-time codes from SMS and push notifications, the PIN or the CVV or CVC code. Neither the Company nor the bank ever asks for such details. If there are signs of unlawful use of the payment instrument, the Client must contact the issuing bank without delay and notify the Company.
7.1. The Company may run Promotions. The terms of each Promotion, including its duration, the limit on offers, the services covered, the eligible participants, how it is applied and whether it can be combined with other Promotions, are published on the Platform and form part of the contract for Orders placed using the Promotion.
7.2. A Promotion limited by time or quantity runs until the end of the stated period or until the limit is exhausted, whichever occurs first. The Company may end a Promotion early or change its terms, which does not affect Orders paid for before that. The price and the discount applied are fixed at the time the Order is paid for.
7.3. Unless the terms of the Promotion provide otherwise, a promo code may be used once and for one Order, promo codes and discounts cannot be combined, a promo code cannot be exchanged for money, and a promo code used is not restored if the Client cancels the Order.
7.4. Where a refund is made on an Order paid for with a discount or promo code, the amount actually paid by the Client after the discount is refunded. In the case of a partial refund, the discount is allocated in proportion to the value of the items in the Order.
7.5. The Company may refuse to apply a Promotion or cancel a discount already applied where abuse is detected, including the creation of multiple accounts and the use of automated tools, having notified the Client and refunded the amounts paid if the services have not been provided.
7.6. If, before a reservation is confirmed, a technical failure or an obvious error causes the Platform to display a price that differs materially from the correct price, the Company notifies the Client and offers either to confirm the Order on the correct terms or to cancel it with a full refund. Once a reservation has been confirmed, the terms may be changed only with the Client's consent or in the cases provided for by law.
8.1. The Company undertakes to ensure that the tourists receive the services included in the tour package, to provide full information about the organisation of the tour and about the tourists' rights and obligations, and to inform the Client of any circumstances preventing the provision of particular services.
8.2. The duration and route of the tour, the service arrangements and the type of transport are changed only with the consent of the Client (the tourist).
8.3. Where the reserved accommodation cannot be provided for reasons attributable to the Supplier, including overbooking, the Company offers the Client accommodation of an equivalent or higher category at no additional cost. If the Client declines the alternative offered, the amounts paid for accommodation are refunded.
8.4. The Company may change the order of the excursion programme while preserving its scope, notifying the Client using the contact details provided.
8.5. If the minimum group size is not reached, the Company may cancel the tour by notifying the Client no later than 20 calendar days before its start. The amounts paid are refunded to the Client in full.
8.6. Departure and arrival times are set by the Carrier and may be changed by it. Such changes do not constitute a change to the tour package by the Company. The Company informs the Client of schedule changes of which it becomes aware, using the contact details provided, and is not liable where notification is impossible because the Client supplied incorrect or unreachable contact details.
8.7. The Client (the tourist) must:
8.8. Verifying that the documents are sufficient and valid for entry, exit and transit is the Client's responsibility, unless a visa support service has been purchased separately.
8.9. A tour package provides for check-in on arrival and check-out before departure. Check-in generally takes place between 14:00 and 16:00 and check-out between 11:00 and 12:00, depending on the rules of the receiving accommodation provider. The price of accommodation is calculated on the basis of the number of nights and does not depend on how fully the tourist used the day of arrival and the day of departure. Where a guest checks in before the standard check-in time or checks out after the standard check-out time, the accommodation provider may charge an additional amount of up to the price of a full night.
8.10. The start and end of the journey are determined by the departure dates of the relevant flights. The duration of the accommodation service is not calculated in hours and minutes.
8.11. Early check-in, late check-out, a particular room view and other requests are met by the accommodation provider where possible and are not guaranteed unless purchased as a separate service.
8.12. The category of the accommodation provider and the level of service are determined in accordance with the classification officially established by the competent authorities of the host country or declared by the Supplier itself.
8.13. Individual tours may carry additional requirements, including age restrictions and requirements as to accompaniment and vaccination. Such requirements are published on the page of the relevant tour and form part of the contract.
9.1. The Client may cancel a tour package before it begins by sending notice through the Platform or to the Company's support service. The date of cancellation is the date on which the Company receives the Client's notice. Failure by the Client to supply, within the set time limits, documents or information required to perform the contract also constitutes cancellation where that failure makes performance impossible.
9.2. Under Article 707 of the Civil Code of the Republic of Uzbekistan, a customer may demand termination of a contract for services for consideration provided that the full price of the services is paid. The Company grants the Client more favourable terms, set out in clauses 9.3 and 9.4 of the Offer.
9.3. Unless the page of the tour package states otherwise, the following cancellation charges apply, calculated on the price of the tour package:
| Time of cancellation before the start of the tour | Cancellation charge |
|---|---|
| 30 or more calendar days | no charge, other than the amounts referred to in clauses 9.4 and 9.5 |
| from 15 to 29 calendar days | 30% |
| from 10 to 14 calendar days | 50% |
| less than 10 calendar days | 100% |
9.4. The charge under clause 9.3 includes the costs actually incurred by the Company. If the documented costs exceed the applicable percentage, the actual amount of the costs is retained. The percentage and the actual costs are not added together. The total amount retained may not exceed the price of the tour.
9.5. Certain tour packages and fares are sold as non-refundable or provide for a charge of up to 100% of their price on cancellation. These include:
9.6. The refund and non-refundability terms are communicated to the Client before payment on the page of the tour package and when the Order is placed. Payment for the Order confirms that the Client has read and agreed to those terms.
9.7. Refusal of a visa and refusal of entry or exit for reasons attributable to the Client (the tourist), including the absence or invalidity of a passport, a visa or consent for the travel of a minor, does not constitute a breach of contract by the Company. Refunds in such cases are made in accordance with clauses 9.3 and 9.4.
9.8. The Company's service fee for processing the Order, where applicable, is payment for a service actually rendered and is not refundable where the Client cancels voluntarily, unless the Platform states otherwise.
9.9. On the Client's written request, the Company provides a calculation of the amount retained, setting out the grounds for the charge.
9.10. Within 10 working days of receiving a cancellation, the Company provides the Client with the calculation and refunds the undisputed amount. The final settlement and refund are made no later than 30 calendar days. Refunds are made by the same method used for payment, unless another method is agreed with the Client. The time taken for the funds to be credited after transfer depends on the bank or payment organisation.
9.11. Changes to an Order at the Client's request are made where the Suppliers allow it, with the Client paying the Suppliers' charges, any price difference and the Company's fees. The Company's current fees are published on the Platform. As at the date of this revision they are:
Corrections to details on issued air tickets are charged additionally at the Carrier's rates.
9.12. The Company may cancel an Order and refund the amounts paid, less the costs actually incurred, where the Order is not paid for in full or on time, where the Client provides inaccurate details, where the Client fails to supply in good time the documents and information needed to perform the obligations, where there are signs of unlawful use of payment instruments, or where a breach of the Offer by the Client has made performance impossible.
9.13. Either party may demand amendment or termination of the contract on account of a material change of circumstances, in the manner provided for by civil law.
10.1. The Company is liable for the non-provision or improper provision of the services included in the tour package in accordance with the laws of the Republic of Uzbekistan, except where non-performance is caused by the acts or omissions of the Client (the tourist), by the acts of third parties for whom neither the Company nor the Suppliers are answerable, or by force majeure.
10.2. The Carrier is liable for the performance of the air carriage within the limits laid down by the Air Code of the Republic of Uzbekistan and the applicable international treaties. Claims relating to carriage, including changes to, cancellation of and delay to a flight, loss of or damage to baggage, and harm to life and health during carriage, are made to the Carrier in the manner and within the time limits set by the conditions of carriage and by law. A named air ticket or electronic ticket and the insurance policy evidence the contract concluded by the Client with the relevant organisation. The Company assists the Client in submitting such claims.
10.3. The Company is not liable for:
10.4. The tourist is responsible for the safekeeping of personal belongings, valuables and documents kept on his or her person. Where property is handed over for safekeeping to the accommodation provider or the Carrier, that organisation is liable in accordance with the applicable law.
10.5. The Client reimburses the Company for documented damage caused by the acts of the Client (the tourist), including costs charged to the Company by third parties as a result of the tourist breaching the Suppliers' rules, the rules of carriage or the laws of the host country.
10.6. If, while on board an aircraft, a tourist acts in a way that endangers flight safety or fails to comply with crew instructions, the costs of the safety measures taken, including an unscheduled landing, are borne by the Client in accordance with the law and the Carrier's rules.
10.7. The parties are liable for non-performance or improper performance of their obligations in accordance with the laws of the Republic of Uzbekistan. The Client's rights as a consumer under consumer protection law, including the right to require the free rectification of defects in a service, a proportionate reduction in its price, re-performance of the service, or termination of the contract with compensation for losses, are not limited by this Offer.
11.1. All disputes and disagreements arising out of or in connection with the execution of this Offer shall be resolved by the Parties through amicable negotiations. If no agreement can be reached, a mandatory pre-trial (claims) dispute resolution procedure shall apply.
11.2. Claims regarding the quality of the services provided shall be sent to the Company in writing or in the form of an electronic document to the email address info@centrum-holidays.com, with supporting documents mandatory attached. The recommended period for submitting such a claim is 20 (twenty) calendar days from the end date of the trip.
11.3. The Company shall review the claim received from the Client and send a written reasoned response within 15 (fifteen) working days from the date of its receipt.
11.4. If the Company requires additional information from Suppliers, including the Partner Organization in the Kingdom of Saudi Arabia, to make a decision, the period for reviewing the claim may be extended, but shall not exceed 30 (thirty) days in total, subject to mandatory prior notice to the Client.
11.5. If no agreement is reached through the claims procedure, no response is received within the established time limits, or the claim is rejected, the dispute shall be resolved through judicial proceedings in accordance with the effective legislation of the Republic of Uzbekistan.
12.1. The parties are released from liability for non-performance or improper performance of their obligations where this is caused by force majeure: natural disasters, including earthquakes, floods, storms and fires, epidemics and pandemics, the imposition of quarantine, military action, acts of terrorism, civil unrest, strikes, acts and decisions of public authorities, including the closure of borders and airspace and restrictions on entry and exit, and other extraordinary and unavoidable circumstances beyond the parties' reasonable control.
12.2. Where force majeure makes performance of the contract impossible, the Company notifies the Client without delay and, with the Client's consent, offers to postpone the tour or to substitute an equivalent one. If that is not possible or the Client does not agree, the contract is terminated. The Company retains its documented costs actually incurred, reduced by any savings resulting from the termination. The balance is refunded to the Client together with the calculation.
12.3. Indirect costs incurred by the Client as a result of force majeure and not forming part of the tour package paid for are not reimbursed by the Company.
12.4. The party for whom performance has become impossible must notify the other party without delay.
13.1. Personal data is processed in accordance with the laws of the Republic of Uzbekistan and the Privacy Policy, which is made available to the Client before the Order is placed.
13.2. Before payment, the Client confirms by a separate tick on the Platform that he or she has read the Offer and the Privacy Policy. Clicking the payment button after that confirmation, followed by successful payment, constitutes full and unconditional acceptance of the Offer. The contract is deemed concluded when the Company receives that acceptance.
13.3. The Client warrants that he or she has obtained the consent of the third parties whose personal data is provided to the Company for its processing for the stated purposes.
14.1. Notices and documents sent by the Company to the email address given by the Client when placing the Order, and to the personal account on the Platform, are deemed duly delivered.
14.2. The Client undertakes to notify the Company of any change to his or her contact details within 5 (five) calendar days of the change.
14.3. The content of the Platform, including texts, descriptions, photographs, the database of offers, and design and software elements, is protected by intellectual property law. Automated collection of data from the Platform and use of its content for commercial purposes without the Company's written consent are not permitted.
14.4. The invalidity of individual provisions of the Offer does not render the Offer invalid as a whole.
14.5. In all matters not governed by the Offer, the parties are guided by the laws of the Republic of Uzbekistan.
14.6. The Offer takes effect when it is published on the Platform and remains in force until it is withdrawn or replaced by a new revision.
Foreign Enterprise Limited Liability Company CENTRUM HOLIDAYS (FE LLC CENTRUM HOLIDAYS)
Registered address: 38 Oybek Street, Mirabad district, Tashkent, Republic of Uzbekistan
TIN (STIR): 306985922
Bank account: 2020 8000 4051 6295 3002 with Orient Finans Bank, MFO: 01071
Tourism activity license: No. 210965 of 23 January 2024, unlimited duration, register number L-41801352
Business hours: Monday to Friday, 10:00 to 18:00
Telephone: +998 77 493 08 80
Email for enquiries and complaints: helptours@centrumholidays.com
Website: https://centrum-holidays.com