Terms of service

Please read these Terms and Conditions carefully before using the online store. By using the online store, you agree to be bound by these terms and conditions.

§ 1 Scope

1.1 These General Terms and Conditions (hereinafter “GTC”) of Condor Flugdienst GmbH (hereinafter “Seller” or “Condor”) apply to all contracts for the purchase and, where applicable, the delivery of goods and services (hereinafter: “Products”) that a consumer or business (hereinafter “Customer”) enters into with the Seller regarding the products displayed by the Seller in its online store. The inclusion of the Customer’s own terms and conditions is hereby rejected, unless otherwise agreed.

1.2 A consumer within the meaning of these Terms and Conditions is any natural person who enters into a legal transaction for purposes that are predominantly neither commercial nor related to their independent professional activity.

1.3 An entrepreneur within the meaning of these Terms and Conditions is a natural or legal person or a partnership with legal capacity who, when entering into a legal transaction, acts in the exercise of their commercial or self-employed professional activity.

§ 2 Contracting Party

The contract is concluded with Condor Flugdienst GmbH, Edmund-Rumpler-Straße 3, 60549 Frankfurt am Main, Commercial Register: Darmstadt Local Court, HRB 83385.

§ 3 Conclusion of the Contract

3.1 The products listed in the Seller’s online shop and their descriptions do not constitute binding offers on the part of the Seller, but rather serve as a basis for the Customer to submit a binding offer.

3.2 The customer may submit the offer via the online order form integrated into the seller’s online shop. In doing so, after placing the selected products in the virtual shopping cart and completing the electronic ordering process, the customer submits a legally binding contractual offer regarding the products contained in the shopping cart by clicking the “Place Order” button that concludes the ordering process.

3.3 The Seller may accept the Customer’s offer within four days,

3.3.1 by sending the customer a written order confirmation or an order confirmation in text form (via email), whereby receipt of the order confirmation by the customer is decisive in this regard, or

3.3.2 by delivering the ordered goods to the customer, in which case receipt of the goods by the customer is decisive, or

3.3.3 by requesting payment from the customer after the customer has placed the order.

3.4 If more than one of the alternatives listed in Sections 3.3.1 through 3.3.3 applies, the contract is concluded at the time the first of the alternatives listed in Sections 3.3.1 through 3.3.3 occurs. The period for accepting the offer begins on the day after the customer sends the offer and ends at the end of the fourth day following the sending of the offer. If the seller does not accept the customer’s offer within the aforementioned period, this shall be deemed a rejection of the offer, with the result that the customer is no longer bound by their declaration of intent.

3.5 When an offer is submitted via the Seller’s online order form, the contract text is stored by the Seller after the contract is concluded and sent to the Customer via email after the Customer submits their order. The Seller will not make the contract text available in any other form. The Customer agrees to receive invoices in electronic form (via email).

3.6 Before submitting a binding order via the Seller’s online order form, the Customer can identify potential input errors by carefully reading the information displayed on the screen. An effective technical tool for better identifying input errors can be the browser’s zoom function, which enlarges the display on the screen. During the electronic ordering process, the customer may correct their entries using standard keyboard and mouse functions until they click the “Place Order” button that finalizes the ordering process.

3.7 Even if translations into languages other than German are made available to the customer, the German language shall be decisive for the conclusion of the contract.

3.8 Order processing and communication generally take place via email and automated order processing. The customer must ensure that the email address provided for order processing is accurate so that emails sent by the seller can be received at this address. In particular, if the customer uses spam filters, they must ensure that all emails sent by the seller or by third parties commissioned by the seller to process the order can be delivered.

§ 4 Minors

4.1 The seller does not offer products for purchase by minors. Products for children may only be purchased by adults.

4.2 If the buyer is under 18 years of age at the time of purchase, the buyer may only proceed with the purchase with the involvement of a parent or legal guardian.

§ 5 Right of Withdrawal, Returns Portal, Return Shipping Costs

5.1 Consumers generally have a right of withdrawal in accordance with statutory provisions.

5.2 If the right of withdrawal under Section 5.1 is exercised, the consumer must bear the standard costs of return shipping.

5.3 To facilitate paperless processing of returns, the Seller also provides a returns portal at www.condor.com/shop/retoure.

5.4 Further information regarding the right of withdrawal is provided in the Seller’s Cancellation Policy, which is attached as Appendix 1 to these Terms and Conditions (see below).

5.5 A sample withdrawal form is attached as Appendix 2 to these Online Store Terms and Conditions (see below).

§ 6 Prices and Terms of Payment

6.1 Unless otherwise stated in the Seller’s product description, the prices listed are total prices that include the statutory sales tax. Any additional delivery and shipping costs, if applicable, are listed separately in the respective product description.

6.2 The payment option(s) and any additional delivery and shipping costs will be communicated to the customer in the Seller’s online store.

§ 7 Delivery and Shipping Terms, Availability

7.1 Delivery is available only within the following countries: Germany, France, Greece, Italy, Austria, Portugal, Spain, and the Czech Republic via a shipping carrier selected by the Seller.

7.2 The delivery time is approximately 3 to 5 business days.

7.3 Goods are delivered by mail to the shipping address provided by the customer, unless otherwise agreed. The shipping address specified during the seller’s order processing is decisive for the transaction.

7.4 If the shipping carrier returns the shipped goods to the seller because delivery to the customer was not possible, the customer bears the costs of the unsuccessful shipment. This does not apply if the customer is not responsible for the circumstance that led to the impossibility of delivery or if the customer was temporarily prevented from accepting the offered service, unless the seller had notified the customer of the service a reasonable time in advance. Furthermore, this does not apply with respect to the costs of the initial shipment if the customer effectively exercises their right of withdrawal. With regard to return shipping costs, the provision set forth in the seller’s cancellation policy in Appendix 1 applies if the customer effectively exercises their right of cancellation.

7.5 If one or more of the goods ordered by the customer are no longer available at the time of the order, the seller cannot fulfill the order in full. In such a case, the seller reserves the right to reject the order in its entirety. The customer will be informed of this immediately by email.

7.6 If the goods are unavailable through no fault of the Seller, the Seller’s obligation to deliver shall lapse provided that the Seller, despite having entered into a proper and congruent covering transaction, is not supplied or is not supplied in a timely manner and the Buyer has been informed of this immediately.

7.7 Pickup by the customer is not possible.

7.8 For beverage orders, the Seller has instructed DHL or another shipping company to perform a so-called “ID check” for reasons of youth protection. The customer ensures that the order can only be handed over to the recipient in person—after the identity and, if applicable, the age have been verified and documented based on identification.

§ 8 Retention of Title

If the seller makes an advance delivery, the seller retains title to the delivered goods until the purchase price owed has been paid in full.

§ 9 Used Goods

9.1 If the goods offered are used goods, this is expressly stated in the respective product description. In particular, aircraft parts from aircraft that have actually been in use are considered used goods. Used goods are items with significant signs of wear and tear. Used goods are not fit for use and serve exclusively as decorative objects.

9.2 Notwithstanding the general provision in § 10.1 of these Online Store Terms and Conditions, the statute of limitations for statutory claims for defects is reduced to one year for used goods.

§ 10 Liability for Defects (Warranty), Complaints

10.1 If the purchased item is defective, the provisions of statutory liability for defects apply. For used goods as defined in § 9 of these Online Store Terms and Conditions, the statute of limitations for statutory claims for defects is reduced to a period of one year.

10.2 The customer is requested to file a complaint with the delivery service regarding goods delivered with obvious transport damage and to notify the seller thereof. Failure by the customer to do so shall have no effect on their statutory or contractual claims for defects.

10.3 To file a complaint, the customer must contact the following email address: condor-shop@condor.com to receive the necessary return documents. For technical reasons, it is not possible to file a complaint via the digital returns portal as described in Section 5.3. The customer must include the defective item along with a brief explanation and their bank account information for the refund.

10.4 In the event of a valid complaint, there are no costs for returning the damaged goods.

§ 11 Redemption of Promotional Coupons

11.1 Vouchers issued free of charge by the Seller as part of promotional campaigns with a specific validity period and which cannot be purchased by the Customer (hereinafter “Promotional Vouchers”), can only be redeemed in the Seller’s online store and only during the specified period.

11.2 Individual products may be excluded from the voucher promotion if a corresponding restriction is specified in the content of the promotional voucher.

11.3 Promotional vouchers cannot be used to purchase gift cards.

11.4 Promotional vouchers may be subject to a minimum order value, provided that a corresponding restriction is specified in the terms of the promotional voucher.

11.5 Promotional vouchers can only be redeemed before the order process is completed. Subsequent application is not possible.

11.6 Only one promotional voucher may be redeemed per order.

11.7 A promotional voucher may only be used once per customer.

11.8 The value of the goods must be at least equal to the amount of the promotional voucher. Any remaining balance will not be refunded by the seller.

11.9 If the value of the promotional voucher is insufficient to cover the order, one of the other payment methods offered by the seller may be selected to settle the difference.

11.10 The credit balance of a promotional voucher will not be paid out in cash nor will it accrue interest.

11.11 The promotional voucher will not be refunded if the customer returns goods paid for in whole or in part with the promotional voucher within the scope of their statutory right of withdrawal.

11.12 The promotional voucher is transferable. The seller may make payment with discharging effect to the respective holder who redeems the promotional voucher in the seller’s online store. This does not apply if the Seller has knowledge of, or is grossly negligent in failing to recognize, the respective holder’s lack of entitlement, legal incapacity, or lack of authority to act on behalf of another.

§ 12 Special Provisions for Flight Simulator Vouchers

12.1 The Seller occasionally offers flight simulator vouchers. The subject matter is the purchase of a digital voucher for participation in a Condor Full Flight flight simulator experience in Dreieich on the fixed date specified in the online shop and for the selected aircraft type (Airbus A320 short-haul or Airbus A330 long-haul). The scope of services is specified in the respective product description: comprehensive briefing (approx. 90 minutes), 60 minutes of simulator time in a 3-person crew (20 minutes each as pilot, co-pilot, and observer), debriefing (approx. 30 minutes), supervision by experienced airline pilots, and a certificate of participation. Only simulator experiences without transportation services are offered.

12.2 The conclusion of the contract and payment terms do not differ from the other provisions of these Terms and Conditions. The voucher will be provided digitally (PDF with QR code and booking number) via email upon receipt of payment.

12.3 Participation is open to persons aged 16 and older. A valid government-issued photo ID (identity card or passport) must be presented on the day of the event. Admission is subject to on-site security registration. For safety reasons, participation under the influence of alcohol, drugs, or certain medications is prohibited; Condor may refuse participation in justified cases. Individuals prone to motion sickness, epilepsy, serious cardiovascular conditions, recent surgeries, or other relevant health limitations are advised to seek medical advice in advance; the vendor reserves the right, for the protection of participants, to exclude participation in whole or in part if recognizable risks are present. The simulators are accessible; if you have individual limitations, please contact the seller in advance. The instructions of the staff must always be followed. The participant must wear appropriate, closed-toe shoes, must not interfere with safe operation, and must not carry any dangerous objects.

12.4 The dates listed in the online shop are fixed event dates, each specific to the selected aircraft type. The exact start time and meeting point will be provided in the voucher/order confirmation. The event location is the Condor Training Center in Dreieich. In the event of late arrival, the individual simulator time may be shortened; there is no entitlement to an extension, replacement, or (partial) refund unless Condor is responsible for the delay. The program includes a briefing, simulator time, and a debriefing in a group setting (3 people).

12.5 The voucher is valid exclusively for the specific date selected at the time of purchase and the selected aircraft type, and expires without replacement after the scheduled date. Rescheduling to other dates or a different aircraft model is not permitted. The voucher is redeemed on the day of the event by presenting the QR code and/or booking number as well as a valid ID. The voucher is transferable to another person provided the participation requirements are met; this requires timely notification via email prior to the event date so that participant data can be updated. Resale for a fee or commercial marketing of the voucher is prohibited.

12.6 For contracts for the provision of services in the area of leisure activities with a specific date, no statutory right of withdrawal applies to consumers pursuant to Section 312g(2)(9) of the German Civil Code (BGB). The voucher for the Full Flight Simulator experience is therefore excluded from withdrawal. Cancellation by the participant results in the voucher’s forfeiture without replacement; the option to transfer it to another person in a timely manner remains unaffected.

12.7 Condor is entitled to cancel or reschedule the experience for good cause, in particular due to force majeure, official orders, safety reasons, technical malfunctions, necessary maintenance, absences due to illness or staffing issues, unavailability of the simulator, or if safe execution cannot be guaranteed. The seller shall provide immediate notice of cancellation or rescheduling. In the event of a cancellation by Condor, fees already paid will be refunded; alternatively, a replacement date may be offered, if available. Further claims (e.g., travel or accommodation costs, lost leisure time) are excluded.

12.8 Personal photo, audio, or video recordings inside the simulator are not permitted for safety and confidentiality reasons.

12.9 Condor may exclude participants from the event if they violate safety instructions or house rules, endanger others, are under the influence of intoxicating substances, or otherwise interfere with safe operations. In such cases, there is no entitlement to a (partial) refund. Items brought along remain the responsibility of the participants; Condor assumes no duty of safekeeping for these items.

12.10 Condor bears unlimited liability for damages resulting from injury to life, limb, or health caused by an intentional or negligent breach of duty by Condor, its legal representatives, or vicarious agents. For other damages, Condor bears unlimited liability in cases of intent and gross negligence. In cases of simple negligence, Condor is liable only for a breach of a material contractual obligation (cardinal obligation), the fulfillment of which is essential for the proper performance of the contract and on the observance of which the customer may regularly rely; in this case, liability is limited in amount to the foreseeable damage typical for this type of contract. Liability under the Product Liability Act remains unaffected. Strict liability is excluded to the extent permitted by law. Liability for lost or damaged personal belongings is limited to the provisions set forth above.

12.11 Condor processes personal data for the purposes of contract performance, scheduling, on-site security registration, and customer communication. The legal basis is Art. 6(1)(b) GDPR; for legitimate security interests, Art. 6(1)(f) GDPR. Identification checks are conducted exclusively by visual inspection; no copies are made unless mandatory security requirements dictate otherwise. Condor generally does not collect health data; if the customer voluntarily informs Condor of health restrictions, processing is carried out with consent (Art. 9(2)(a) GDPR) to assess safe participation. Recipients may include contracted service providers (e.g., IT, ticketing, or training center service providers).

§ 13 Content from Users and Influencers

13.1 In some cases, the discounted sale of products is subject to the condition that the customer publishes their own content on social media. The following provisions apply.

13.2 The buyer uploads his/her photo(s) or video(s) (hereinafter “media”) to Facebook, TikTok, or Instagram and uses @CondorAirlinesDE on Facebook, @condor.airlines on TikTok, or @condorairlines on Instagram to notify the seller of their post. To ensure the seller can view the media, the user profile must be public.

13.3 If the media is selected by the seller, the buyer will receive a comment or a direct message from the Condor user profile. In it, the seller will ask for permission to share and use the media. If the buyer grants permission in their response, the buyer agrees to the following Terms and Conditions and the seller’s Privacy Policy:

13.3.1 The seller uses media at their own discretion. The seller is not obligated to use the shared media.

13.3.2 The buyer retains all rights to any media the buyer uploads. However, the seller may use the media on a permanent basis worldwide for all social channels (social media platforms), websites, and the seller’s company marketing, free of charge.

13.3.3 The Seller may edit or translate the media and the description at its sole discretion.

13.3.4 The Seller may use the Buyer’s name in connection with the shared media.

13.3.5 By granting the Seller permission to use the media in their response, the Buyer confirms that they own the rights to the media and possess all necessary permissions to publish the media, including those of the individuals depicted therein.

13.3.6 The Seller reserves the right to remove media from its own social media, website, and marketing materials at any time and for any reason.

§ 14 Data Protection

14.1 Information regarding data protection and the processing of personal data is available in the Seller’s Privacy Policy.

§ 15 Governing Law

The law of the Federal Republic of Germany shall apply to all legal relationships between the parties, to the exclusion of the laws governing the international sale of movable goods. With respect to consumers, this choice of law shall apply only to the extent that it does not deprive the consumer of the protection afforded by mandatory provisions of the law of the country in which the consumer has their habitual residence.

§ 16 Place of Jurisdiction

16.1 If the customer acts as a merchant, a legal entity under public law, or a special fund under public law with its registered office within the territory of the Federal Republic of Germany, the exclusive place of jurisdiction for all disputes arising from this contract shall be the seller’s place of business.

16.2 If the customer is based outside the territory of the Federal Republic of Germany, the seller’s place of business shall be the exclusive place of jurisdiction for all disputes arising from this contract if the contract or claims arising from the contract can be attributed to the customer’s professional or commercial activities. In the foregoing cases, however, the Seller is in any event entitled to bring an action before the court at the Customer’s place of business.

§ 17 Alternative Dispute Resolution

The Seller is neither obligated nor willing to participate in dispute resolution proceedings before a consumer arbitration board.

§ 18 Amendments to the Terms and Conditions

18.1 The Terms and Conditions in effect at the time the buyer uses the Condor Flugdienst GmbH online store shall apply.

18.2 The Seller reserves the right to amend the Terms and Conditions.

§ 19 Contact Information

Condor Online Shop

c/o Alt FineCom Finishing-eCommerce-Logistics GmbH

Dammer Weg 51

63773 Goldbach

Email: condor-shop@condor.com

Phone: +49 9931 7029331 (at your provider’s landline rate)

 

 

Appendix 1 – Legal Cancellation Policy

WITHDRAWAL POLICY

§ 1 Right of Withdrawal

1.1 The buyer has the right to withdraw from this contract within 14 days without giving any reason.

1.2 The withdrawal period is 14 days from the day on which the buyer or a third party designated by the seller, who is not the carrier, took possession of the goods.

1.3 To exercise the right of withdrawal, the buyer must notify the seller,

Condor Online Shop

c/o Alt FineCom Finishing-eCommerce-Logistics GmbH

Dammer Weg 51

63773 Goldbach

Phone: +49 9931 7029331 (at your provider’s landline rate),

Email: condor-shop@condor.com

by means of a clear statement (e.g., via email) of their decision to withdraw from this contract.

1.4 The buyer may use the sample withdrawal form attached in Appendix 2 for this purpose, though this is not mandatory. For paperless returns processing, the seller additionally provides the buyer with a returns portal at www.condor.com/shop/retoure.

1.5 To meet the withdrawal deadline, it is sufficient for the buyer to send the notice of exercising the right of withdrawal before the withdrawal period expires.

§ 2 Consequences of Withdrawal

2.1 If the buyer withdraws from the contract, the seller shall refund to the buyer all payments received from the buyer, including delivery costs (with the exception of additional costs resulting from the buyer’s choice of a delivery method other than the cheapest standard delivery offered by the seller cheapest standard delivery) without undue delay and no later than 14 days from the day on which the seller received the buyer’s notice of withdrawal from this contract.

2.2 For the refund pursuant to Section 2, the seller will use the same payment method that the buyer used for the original transaction, unless expressly agreed otherwise with the buyer.

2.3 Under no circumstances will the Seller charge any fees for this refund.

2.4 The seller may withhold payment until the seller has received the goods back or until the buyer has provided proof that the buyer has returned the goods, whichever occurs first.

2.5 The buyer must return the goods immediately and in any case no later than 14 days from the day on which the buyer notifies the seller of the cancellation of this contract to

Condor Online Shop

c/o Alt FineCom Finishing-eCommerce-Logistics GmbH

Dammer Weg 51

63773 Goldbach

or hand them over.

2.6 The deadline is met if the buyer ships the goods before the 14-day period expires.

2.7 The buyer bears the costs of returning the goods.

2.8 The buyer is only liable for any loss in value of the goods if such loss is attributable to handling of the goods that goes beyond what is necessary to assess their nature, characteristics, and functioning.

 

 

END OF THE CANCELLATION POLICY