General Terms and Conditions of Travel

1. PRELIMINARY INFORMATION:

By signing the standard Travel Contract and Confirmation and Travel Registration (hereinafter: Contract), the undersigned, on behalf of all passengers in the Contract (hereinafter: Passenger), confirms that they have received these General Terms and Conditions of Travel (hereinafter: General Conditions), a previously prepared and published travel program (hereinafter: Program), and that, like all passengers in the contract with them, they are acquainted with them and fully accept them. They are also aware of optional travel insurance and trip cancellation insurance.

The provisions of these General Conditions are an integral part of the Contract between the Passenger and the agency as the travel organizer (hereinafter: Organizer) and are binding on both contracting parties, except for provisions defined by a separate written contract or Program.

Before concluding the Contract, the Organizer may modify the description of its services in the Program at any time. The Passenger and the Organizer mutually acknowledge that before concluding the Contract, the Passenger has been duly informed in a timely manner of any changes to the Program.

In case of a discrepancy between the Passenger’s registration and the modified proposal of the Organizer, the new Program is considered a new proposal and binds the Organizer for the next 48 hours. If the Passenger does not inform the Organizer within this period whether they accept the newly made Program-offer, the Contract is considered terminated.

2. REGISTRATION, PAYMENTS, AND CONTRACT:

The Passenger submits the registration in writing or by a durable medium of record or by e-mail or fax. The Passenger can register for the journey at the headquarters, branches, or separate premises of the Organizer, as well as in travel agencies that have concluded an indirect sales contract for travel with the Organizer (hereinafter: Intermediary). The Intermediary offering and selling tourist travel is obliged to indicate its capacity in the travel program and confirmation of travel. If the intermediary in the contract-confirmation does not indicate its capacity, the intermediary in organizing the journey is considered the organizer of the journey. The Passenger’s registration becomes valid when confirmed by concluding the Contract in the manner in which the Registration was made and by paying an advance in the amount of 50% of the arrangement price unless otherwise agreed. The remaining agreed price, unless otherwise agreed, is to be paid 15 days before the start of the journey. If the Passenger fails to make the full payment within the specified period, the journey is considered canceled in accordance with point 12 of the General Conditions. Each advance payment is considered a payment for all passengers, not just for a specific passenger in the Contract. By concluding the Contract, the Program (previously published or subsequently modified) becomes its integral part and cannot be changed unless the contracting parties explicitly agree otherwise or if changes occur due to force majeure. In the event of cancellation or amendments to the Contract, the cancellation provisions and amendments apply to all listed passengers in the Contract. The timeliness of the payment is determined by the date of payment to the account of the Organizer or Intermediary. In the case of untimely payment in full, advance payment, or payment of the remaining part of the arrangement, the Organizer may cancel the Contract and demand compensation in accordance with point 12 of these General Conditions. The tourist package arrangement contract is concluded in writing or by a durable medium of record. The tourist package arrangement contract obliges the travel organizer to provide the consumer with at least two services determined by the travel organizer independently or at the consumer’s request, namely transportation and accommodation services, as well as other tourist services that are not auxiliary services to transportation and/or accommodation and constitute a significant part of the total price, with the consumer being obliged to pay the travel organizer a unique price. The tourist package arrangement contract must necessarily contain all the provisions from the travel program personally handed over to the consumer. At the time of concluding the tourist package arrangement contract or immediately after its conclusion, the Organizer will issue a travel confirmation to the consumer. In the case of organizing group trips, such as: school excursions, student excursions, and student trips, the Organizer will conclude an excursion organization contract with the educational institution on whose behalf the excursion is organized, or otherwise, in accordance with the relevant Tourism Law or the Excursion Conduct Regulation issued by the competent ministry in whose area the contract is concluded.

3. OBLIGATIONS AND RIGHTS OF THE ORGANIZER:

In the Contract, in addition to services from the Program, special requirements of passengers are included, with which only the Organizer has agreed; To pay a proportional real difference between the agreed price and the reduced price of the journey proportionately reduced for non-performance or incomplete performance of the Contract (hereinafter: Price Reduction) due to timely and justified written complaints – objections of the Passenger in accordance with the law and these General Conditions, unless the defects in the performance of the Contract occurred: due to the Passenger’s fault or are attributed to a third party who was not the contracted direct service provider in the implementation of the Program, due to force majeure or unforeseen events beyond the Organizer’s control and whose consequences are inevitable despite the application of due diligence or other events that the Organizer could not foresee and overcome;

In accordance with good business practices in this area, take care of the rights and interests of the Passenger; Before starting the journey, provide the name, address, and telephone number of the local representative or local agency partner, and exceptionally, if necessary, the address and telephone number of the Organizer for necessary assistance to the Passenger; Not responsible for services provided to the Passenger by other persons outside the Program; All oral and any other type of information that differs from those contained in the Program, Contract, or Special Contract and these General Conditions do not bind the Organizer and cannot be a basis for raising objections or complaints by passengers.

4. OBLIGATIONS AND RIGHTS OF THE PASSENGER:

To thoroughly familiarize themselves, as well as all persons in the Contract, with the Program and General Conditions, and to state special requirements not covered by the published Program; To obtain optional travel insurance policies, as the Organizer does not provide them and is not responsible for them, unless otherwise stipulated by the contract (e.g., school excursions and student trips…); To pay the agreed price under the conditions, deadlines, and in the manner specified in the Contract; To timely provide the Organizer with accurate and complete information and documents necessary for organizing the journey and to guarantee that they, their documents, luggage, etc., meet the conditions stipulated by the regulations of our, transit, and destination countries (border, customs, sanitary, monetary, and other regulations); To compensate for the damage caused by violating legal and other regulations and these General Conditions to direct service providers or third parties; To promptly designate another person to travel instead of them; The other person taking over the arrangement and their predecessor are jointly and severally liable to the Organizer for the payment of the price and the costs of transferring contractual obligations, in which case the Organizer can only demand reimbursement of actual costs incurred by replacing the consumer;

To personally (group complaints will not be considered) without delay, on the spot, report a justified complaint, usually in writing (incident report) to the Organizer or persons listed in the travel documentation; Before concluding the contract, to inform themselves through the website of the Ministry of Foreign Affairs of Bosnia and Herzegovina (www.mvp.gov.ba) and in other ways about countries of so-called high or moderate risk; To inform themselves no later than 24 hours but not earlier than 48 hours through authorized representatives of the Organizer about the exact time of departure and return;

5. PRICES AND SERVICE CONTENT:

Prices are expressed in a foreign currency, and the payment calculation is made in convertible marks according to the official exchange rate on the day of payment, or according to the rate specified in the Program unless otherwise agreed. Prices are formed based on the business policy of the Organizer and cannot be the subject of complaints by the Passenger.

Services performed abroad (not previously agreed and paid) are paid on the spot to the direct service provider.

The price in the Contract includes a pre-prepared and published combination of at least two or more of the following services of average quality customary for a given destination and facility: accommodation, meals, transportation, preparation, and organization of the journey, for which a unique price has been agreed and paid by the Passenger (hereinafter: Standard Services).

The arrangement price does not include, unless otherwise specifically agreed (hereinafter: Special Contract), the costs of: airport and port taxes, local tourist guide, organizer’s representative, tourist animator, optional programs, use of sunbeds and umbrellas, obtaining visas, entrance to facilities and events, passenger and baggage insurance, room service, use of room bar, air conditioning, recreational, medical, telephone, and other services, reservation of a special seat in a means of transport, accommodation costs in a single room, rooms with special characteristics (view, floor, size, balcony, etc.), additional meals, etc. (hereinafter: Special Services).

The Intermediary is not authorized to negotiate special services on behalf of the Organizer that are not provided for in the Program.

The conditions relating to the discount for children, as well as other benefits specifically stated in the Program, are determined by direct service providers and should be interpreted restrictively (e.g., for children up to two years of age, the relevant date is the calendar date when the child turns two years old in relation to the day the journey begins, not the date of concluding the contract). In the case of incorrectly stated age of the Passenger, the Organizer has the right to charge the difference up to the full price of the journey. The price does not include, and the Organizer cannot be responsible to the Passenger for optional and subsequently performed services, performed and charged by the foreign partner, i.e., the direct service provider, which were not foreseen by the Program or Special Contract, as well as for the Passenger’s participation in sports and other free activities.

6. PRICE CHANGE AND PASSENGER’S RIGHT TO CANCEL:

The Organizer may request an increase in the agreed price no later than 8 days before the start of the journey if there has been a change in the exchange rate, when the price is expressed in convertible marks, or a change in carrier tariffs and other cases provided by law after the conclusion of the Agreement.

A subsequent change in the calculation of the arrangement price can be determined in the case of:

a change in transportation costs by more than 5% of the agreed price, caused by changes in the prices of oil and oil derivatives (fuel),
a change in fees for certain services, such as port and airport fees, pilotage, and passenger fees at airports, and
the impact of a change in the exchange rate if this change affects an increase in the arrangement price by more than 5%. The Organizer is obliged to inform the passenger/consumer about the price increase when it learns of the above circumstances. If the Organizer requests a price increase, the consumer has the right to cancel the Agreement, provided that this is immediately communicated to the Organizer.
Subsequent price reductions of the Program cannot apply to already concluded Agreements and cannot be the basis for any complaints by the passenger against the Organizer.

7. CATEGORIZATION AND DESCRIPTION OF SERVICES:

All services listed in the Program imply standard services of average quality, common and specific to certain destinations, places, and objects. In case the passenger wants some services outside the Program, they must conclude a separate agreement on that.

The Organizer is not responsible for service descriptions in catalogs, publications, or websites of Intermediaries and direct service providers (e.g., hotels, carriers, and other entities), unless the passenger has been expressly directed to them. The Organizer is only responsible for service descriptions contained in its Programs or on its website, with obvious printing and computational errors giving the Organizer the right to dispute the Agreement. Accommodation facilities and units, means of transport, and other services are described according to the official categorization of the home country at the time of Program publication, are different, and cannot be compared by destinations, not even within the same destination. Meals, comfort, and service quality depend primarily on the arrangement price, the chosen destination, and the categorization determined by local-national regulations, and are beyond the control and influence of the Organizer. The start and end dates of the journey determined by the Program do not imply the passenger’s all-day stay in the accommodation facility or destination. The departure or arrival time of the passenger and entry or exit of the passenger from the accommodation facility are conditioned by border crossing procedures, road conditions, permits of competent authorities, technical and weather conditions, or force majeure that may affect the departure time of the plane and other means of transport that the Organizer cannot influence, and therefore the Organizer is not responsible for such cases. For air arrangements, the agreed time of the start of the journey is the meeting of passengers at the airport at least 2 hours earlier than the first announced departure time by the airline. In case of a change in the mentioned plane departure time, the Organizer is not responsible, and national and international regulations in the field of air traffic apply. As a rule, departure-arrival, takeoff-landing of the plane in charter flights are in late evening or early morning hours, and if, for example, the agreed initial or final meal in the form of a “cold meal” is provided in the accommodation facility, it is considered that the Agreement has been fully executed. The services of a tourist guide, companion, local guide, animator, or local representative do not imply their all-day and continuous presence but only contact and necessary-helpful assistance to the Passenger at pre-determined terms of periodic duty published on the notice board or in another suitable manner. Instructions and guidelines of the authorized representative of the Organizer (especially regarding the time of departure, transportation, accommodation, legal and other regulations, etc.) are binding on the passenger, and failure to adhere to these instructions constitutes a breach of the Agreement, and all possible consequences and damage in such a case are borne entirely by the Passenger.

Changes or deviations of individual services that are not caused by the will of the Organizer are allowed if they do not have a negative impact on the overall concept of the agreed journey. If, for the mentioned reasons, the flight or transport needs to be moved to another airport or location, the Organizer bears all the costs of alternative transport, at least in the amount of a 2nd class ticket. When a third party replaces the person who has booked a particular tourist service, the Organizer is entitled to compensation for the necessary costs of the change. The passenger and the person replacing them are jointly responsible for paying the agreed price and the costs of replacing the passenger. The Organizer will not accept a passenger replacement if the change is not timely, if there are special requirements for the trip, or if it is not in accordance with legal or other regulations.

8. ACCOMMODATION, MEALS, AND TRANSPORTATION:

Accommodation: Unless otherwise agreed:

The passenger will be accommodated in any officially registered accommodation unit in the accommodation facility described in the Program, regardless of the passenger’s characteristics, location and position of the facility, floor level, proximity to noise, parking, etc.
The accommodation of the passenger in the facility is possible no earlier than 4:00 PM on the day the service begins, and the departure from the facility no later than 9:00 AM on the day the service ends. The passenger has no right to a refund due to voluntary or self-induced occasional or premature departure from the accommodation facility, nor to the price of hotel services or transportation.
Triple and quadruple accommodation units (rooms, studios, apartments, etc.) are determined in accordance with the categorization and regulations of the domicile.
The operation of air conditioning in accommodation facilities varies by destination and facility and does not imply continuous operation of the air conditioner 24 hours a day.
The Organizer is not responsible to the Passenger for damage caused by the Passenger’s non-compliance with legal regulations, prescribed rules, and customs established by carriers, hoteliers, and other direct service providers.
If the Organizer or a third party, on behalf of the Organizer, fails to fulfill, or partially fulfills the obligation under the Agreement, or if there is a delay in its fulfillment, the consumer can demand compensation for damages, including non-material damage.
In the above case, if the consumer submits a claim to the Organizer for compensation for damages due to the failure, partial fulfillment, or delay in the fulfillment of the obligation under the Agreement by a third party on behalf of the Organizer, the Organizer is authorized to demand compensation from the third party for the paid amount.

The Organizer is released from liability if it proves that the non-fulfillment, partial fulfillment, or delay in fulfillment is the consequence of the consumer’s intentional or grossly negligent actions.

After the start of the tourist trip, due to sudden and justified reasons, the agreed accommodation can be replaced without the Passenger’s consent with accommodation in a facility of the same or higher category at the expense of the Organizer, and accommodation in lower-category facilities can be done with the consent of the Passenger and the refund of the price difference in proportion to the reduced category of the accommodation facility.

The Passenger undertakes the obligation to be familiar with and respect the rules of conduct in the accommodation facility, especially regarding the deposit and storage of money, valuables, and valuable items, bringing food and drinks into rooms, compliance with house rules, accommodation, and leaving the room at a specified time, the number of persons in the room, etc., because the Organizer is not responsible for damages caused in this regard.

Meals: Unless otherwise agreed:

The variety and quality of food and meal service depend mainly on the arrangement price, the category of the facility, the destination, and local customs, regardless of whether the service is based on self-service or a menu.
The All-inclusive service and any other service imply services according to internal hotel rules and may not be identical even within the same category at the same destination. The Organizer has informed the passenger about the content of the All-inclusive service in writing.
Breakfast, unless otherwise indicated in the Program, implies a continental breakfast.
If the capacity in hotels is below 30%, it is possible that instead of the self-service, meal service may be provided.
The conditions of meals in the accommodation facility are identical, regardless of whether children, elderly persons, or persons with special needs travel under the Agreement.
In case the Passenger negotiates a different agreement on meals with the immediate food service provider, the Organizer is not responsible for inadequately performed meal services.
Transportation: Unless otherwise agreed:

Transportation and transfers are carried out by standard tourist buses or other means according to the regulations and criteria applicable in the country where the carrier engaged by the Organizer is registered, and the regulations, principles, and rules determined by the carrier apply (e.g., transportation in any means of transport does not imply numbered seats or included meals and drinks during the journey, etc.). The passenger is obliged to accept any offered seat in the means of transport.
The Organizer has the right to engage all types of tourist buses that meet the conditions prescribed by regulations (mini-bus, bus, or double-decker), as well as other means of transport if circumstances require it.
Toilets are not in use during bus rides unless approved. The passenger is obliged to compensate any damage caused by their negligence in the means of transport on the spot. Before the journey, the passenger must check and coordinate their personal and travel documents and luggage, and in case of irregularities, inform the guide/companion.
The passenger has the obligation of appropriate behavior in the means of transport and compliance with traffic regulations and rules of passenger transport. Otherwise, the Organizer has the right not to accept them for transportation or, in the presence of the police, remove them from the means of transport, and further transport to the destination will not be the obligation of the Organizer. If the Passenger decides to abandon the trip due to removal from the means of transport, the cancellation scale from point 12 of the General Terms and Conditions will apply.
The travel route, breaks, places, and their duration are determined by the guide/companion – driver. The guide/companion – driver has the right to change the schedule of travel, the itinerary of the trip, or the order of visits to sites due to unpredictable, unavoidable, safety, and similar circumstances.
The passenger is obliged to follow the instructions of the driver or guide/companion regarding the duration of breaks and other matters.
Inconsistencies in personal data provided to the organizer with data in the passenger’s passport (names of the passenger, etc.) can result in the issuance of a new airline ticket, with costs or even the declaration of the ticket as irregular, for which the consequences are borne by the passenger. The passenger is responsible for their airline ticket from the moment it is handed to them at the airport or agency. There is no possibility of issuing a duplicate airline ticket or boarding pass. The passenger bears the full consequences of their loss or disappearance during the journey.
Air or special transport tickets are valid only on the dates indicated on them.
The transportation of passengers by air, rail, sea, river, or lake transport is carried out, and it is the direct responsibility of these carriers, determined in accordance with regulations and customs regulating the mentioned types of transport and are beyond the influence and responsibility of the Organizer.

9. TRAVEL DOCUMENTS, RESPECTING RELIGIOUS, HEALTH, AND LEGAL REQUIREMENTS:

All conditions published in the Program apply exclusively to citizens with a passport of Bosnia and Herzegovina. The Organizer is not responsible and is not obliged to inform passengers who are citizens of other countries about the conditions (visa, customs, health, etc.) that apply to the destination or transit country. It is the obligation of the foreign citizen to inquire at the relevant consulate and personally provide timely and proper information and documents for obtaining a visa if the Organizer obtains it. The employee of the Organizer’s agency or the Intermediary is not authorized to determine the validity of travel and other documents. When the Organizer mediates in the submission of documentation, it does not guarantee the issuance of a visa or the issuance of a visa within a specified period and is not responsible for the inadequacy of travel and other documents or if border authorities or immigration services do not approve entry, transit, or further stay for the Passenger. If the Passenger loses travel documents or they are stolen during the journey, they must at their own expense promptly obtain new ones and bear all possible harmful consequences on that basis.

The passenger is obliged to arrange Special services related to their religious or health reasons, such as specific food, accommodation features, etc., due to religious reasons, chronic illness, allergies, disability (wheelchair, companion, etc.), because otherwise, the Organizer does not assume any special obligation, responsibility, or damage in that regard. For travel to countries with special rules covering mandatory vaccination or the acquisition of certain documents, it is the passenger’s obligation to undergo the necessary vaccinations, obtain appropriate certificates, and, in case of any consequences, bear responsibility for the damage.

The passenger is obliged to strictly adhere to the customs, currency, and other regulations of Bosnia and Herzegovina, transit countries, and countries in which they stay, and in case of the impossibility of continuing the journey or staying, bear all the consequences and costs themselves.

If the trip cannot be realized due to the passenger’s mistakes related to the provisions of this point, the provisions of point 12 of the General Terms and Conditions apply.

10. LUGGAGE:

The transport of luggage up to a certain weight determined by the airline is free of charge. Excess baggage is paid for by the Passenger according to the current prices of the carrier specified in the travel program. The transport of special luggage from the airport to the hotel and back is the exclusive obligation of the Passenger. Special safety rules regarding hand luggage apply at all airports, and we recommend that the passenger inquire for more information at the airport of departure. Any damages or loss of luggage during flights must be reported immediately to the competent airport lost luggage service, as airlines typically reject compensation if the damage report form is not completed and submitted.

For bus transport, a passenger can bring 2 pieces of luggage per seat user and hand it over to the authorized person of the Organizer. Children under two years old are not entitled to free luggage. The passenger is responsible for their belongings brought into the means of transport, handing over or receiving luggage handed over to the authorized person of the carrier, or brought into the accommodation facility. All rights of the passenger in this regard are directly exercised against the carrier, accommodation service provider, or insurer according to valid international and domestic regulations. The transfer of luggage from the parking place to the accommodation unit is the obligation of the passenger (the transport will be as close as possible to the accommodation facility). The Organizer is not responsible for forgotten items in the means of transport.

Except in cases of intent and gross negligence, the Organizer has no responsibility for luggage and items that are not usually carried along, except when it has explicitly taken charge of storing the items. Therefore, it is not recommended for the Passenger to carry valuable items on the trip; if they do, they should either properly store them or carry them along.

It is the duty of the passenger to visibly mark their luggage with personal information and not to leave personal documents, belongings, and valuables in parked means of transport, as the Organizer is not responsible for their disappearance. It is recommended to carry documents, gold, valuable items, technical instruments, and medications exclusively in hand luggage and deposit them in a safe if possible during the stay.

The passenger is obliged to report the loss, damages, or disappearance of luggage during the trip to the representative of the Organizer or the immediate service provider.

11. CHANGES AND CANCELLATION OF THE CONTRACT BY THE ORGANIZER:

If before the agreed day of the start of the journey, the Organizer determines that it is forced to change certain essential provisions of the Contract, such as the price, destination, means of transport, characteristics or category of transport, departure date, type, location, category, or comfort level of accommodation, these changes will be communicated to the consumer without delay, in writing or on a durable medium easily accessible to the consumer, for the consumer to decide regarding the change in the Contract. In the above case, the consumer has the right to:

Accept the replacement of the agreed journey with another journey of the same or better quality without the obligation of the consumer to pay the price difference,
Accept the replacement of the agreed journey with another journey of lower quality and compensation for the price difference, and
Request a refund of the amounts paid under the tourist package agreement. The consumer is obliged to inform the Organizer of their decision without delay, in writing or on a durable medium or by means of distance communication through which the reservation was made.
The Organizer has the right to terminate the Contract in case of:

Insufficient number of registered passengers, provided that the Passenger has been informed about it no later than 5 days before the start of the tourist trip, and
The impossibility of fulfilling contractual obligations that are not the responsibility of the contracting parties, and that, if they existed at the time of publishing the Program, would have been a justifiable reason for the Organizer not to publish the Program and not conclude the Contract, with the obligation to refund the amounts paid to the Passenger no later than 15 days from the day of cancellation.
If, due to events for which the contracting parties are not responsible, the fulfillment of the Organizer’s obligation becomes impossible, the obligations of the consumer also cease. If in the above case, the consumer has taken certain actions to fulfill their contractual obligations, the consumer may demand a refund of the amounts paid from the Organizer according to the rules of unjust enrichment.

The costs of returning the consumer to the place of departure or another agreed place are borne by the contracting parties in equal parts, and other costs related to the termination of the tourist package agreement are borne by the consumer.

If not specifically stated in the Program, for the trip to be realized, the minimum number of registered passengers should be: for bus travel 30 passengers, for travel on regular airline routes in Europe 20 passengers, for travel on intercontinental airline routes 15 passengers, for travel on specially contracted charter airline routes, trains, hydrofoils, etc., at least 80% of the capacity for each means of transport.

In case of accepting a new contract, the Passenger waives any claims against the Organizer based on the originally concluded Contract.

During the journey:
If the Organizer, after the start of the journey, determines that the consumer has not been provided with, or will not be able to provide, services in accordance with the Contract, it is obliged to offer the consumer other appropriate services until the end of the journey at no additional cost to the consumer, as well as to pay any price difference between the contracted and provided services.

If the provision of the service is not possible, or the consumer does not accept the service for justified reasons, the Organizer is obliged to compensate the consumer for the costs resulting from the change after the start of the journey, as well as to provide free return with appropriate means of transport to the place of departure or another place agreed upon with the consumer.

If the Organizer does not provide the consumer with services or does not provide free return with appropriate means of transport to the place of departure or another place agreed upon with the consumer, the consumer may:

At their own expense, obtain other appropriate services and
Carry out the return with appropriate means of transport to the place of departure or another place agreed upon with the Organizer.
The Organizer, during the journey, about which it is obliged to inform the Passenger in the most suitable way without delay, retains the right to change the day or time of travel, as well as the right to change the travel route and necessary changes to the Program if the travel conditions change (changed flight schedule, forced landing, vehicle breakdown, congestion at borders or in traffic, closure of one of the sites intended for visits, changes in the visa regime, security situation, natural disasters, or other extraordinary and objective circumstances and force majeure) without the obligation to pay damages or any other compensation to the passenger. In these cases, the Organizer itself bears any additional costs of changing the Program. If, during the performance of the tourist package agreement, there are changes in the arrangement, and the consumer decides to terminate the tourist package agreement, in that case, the consumer bears only the real costs of the agency’s services performed until the moment of abandoning the arrangement.

The Organizer is released from fulfilling the Contract if the Passenger disrupts the conduct of the journey due to gross and indecent behavior, regardless of the issued warning. In this case, the Passenger is obliged to compensate the Organizer for any damage caused.

In case of the occurrence of extraordinary circumstances during the journey that could not have been foreseen in advance, and which can be classified as force majeure (terrorist attacks, state of emergency, explosions, infections, epidemics, and other diseases, natural disasters, climate conditions, etc.), the Organizer assumes no responsibility. The Organizer assumes no responsibility if the Passenger refuses the offered return with provided means of transport.

The Organizer is obliged to compensate the consumer for the costs incurred due to the termination of the Contract, except in cases of:

Termination of the Contract due to an insufficient number of registered passengers, if before the conclusion of the Contract, the consumer was informed that the performance of the journey is conditional on the number of registered passengers, and the deadline for informing the consumer about termination cannot be shorter than five days from the day of starting the journey and
Termination of the Contract due to the impossibility of fulfilling contractual obligations that are not the responsibility of the contracting parties, where a large number of registered passengers is not considered an impossibility.

11. CANCELLATION OF THE CONTRACT BY THE PASSENGER:

Before the start of the journey: The passenger has the right to cancel the journey and is obligated to inform the Organizer in writing in the manner specified in the Contract. The date of the written cancellation of the Contract serves as the basis for calculating the compensation due to the Organizer, expressed as a percentage on the cancellation scale in relation to the total value of the arrangement, unless otherwise specified by the Program, as follows:

5% if the journey is canceled 45 days before the start of the journey,
10% if the journey is canceled between 44 and 30 days before the start of the journey,
20% if canceled 29 to 20 days before the start of the journey,
40% if canceled 19 to 15 days before the start of the journey,
80% if canceled 14 to 10 days before the start of the journey,
90% if canceled 9 to 6 days before the start of the journey,
100% if canceled 5 to 0 days before the start of the journey or during the journey.
Exceptionally, the following cancellation scale will apply:

a. For cruise travel:

5%, but at least 60.00 euros, 91 days before the start of the journey,
15% from 90 to 45 days before the start of the journey,
30% from 44 to 29 days before the start of the journey,
50% from 28 to 15 days before the start of the journey,
80% from 14 to 7 days before the start of the journey,
95% from 6 to 3 days before the start of the journey,
100% on the day of the journey, non-arrival, or cancellation during the journey.
b. For recreational vacations for preschool age, nature trips, school and student excursions if the complete contract is canceled:

In the case of cancellation or change of the date of an issued airline ticket, the cancellation conditions determined exclusively by each airline apply, according to their rules and tariff conditions.

d. For travel marked as intercontinental (America, Asia, Africa, Australia, Middle and Far East…), the following cancellation conditions will apply due to the strict policies of airlines and hotels:

5% if the journey is canceled 120 days before the start of the journey,
20% if canceled from 119 to 90 days before the start of the journey,
50% if canceled from 89 to 60 days before the start of the journey,
80% if canceled from 59 to 45 days before the start of the journey,
100% if the journey is canceled 44 days before the start or during the journey.
A change of the agreed place, date of travel, means of transport, accommodation facility, accommodation unit, failure to obtain a visa, non-payment of the agreed price, etc., is considered the passenger’s withdrawal from the journey.

The passenger is obliged to reimburse the Organizer only for actual costs incurred (transportation, accommodation, travel organization, etc.) if the cancellation is due to:

The sudden illness of the passenger, spouse, child, parent, brother or sister of the passenger, adoptee, and adopter,
The death of the passenger, spouse, child, parent, brother or sister of the passenger, adoptee, and adopter,
The call for military exercise of the passenger or a natural disaster or state of emergency officially declared by the competent authority of the country of travel.
For the mentioned cases, the passenger is obliged to provide the Organizer with proof justifying the rights from health insurance due to temporary incapacity for work (a certificate from the chosen general practitioner, or a discharge summary from a stationary healthcare institution explicitly confirming sudden illness and the impossibility of traveling) or a death certificate or a call for military exercise. Local terrorist attacks, explosions, infections, epidemics, and other diseases, natural disasters, climate conditions, etc., for which a state of emergency has not been declared by the competent state authorities of the domicile or the country of travel, cannot be considered justified reasons for the cancellation or interruption of the passenger’s journey.

Sudden illness implies a sudden and unexpected illness, infectious disease, or organic disorder determined by an authorized doctor, occurring after the conclusion of the travel contract and is not related to or a consequence of any previous health condition, of such a nature that it requires treatment, hospitalization, and prevents the start or use of the contracted journey. In case the passenger provides an appropriate substitute or if the Organizer himself arranges a replacement, the Organizer is obliged to refund the paid funds to the passenger in the total amount, deducting only the actual and incurred costs. In the case of replacing the passenger, the Organizer is obliged to conclude a contract with the new passenger.

In the event of the cancellation of a journey covered by insurance, the passenger exercises their rights directly with the insurer. In the case of cancellation of the Contract, the amount paid to the Organizer by the passenger for visa procurement services, as well as the paid legal and other obligations, is not refunded.

After the commencement of the journey: If, due to the passenger’s cancellation, some of the contracted services are not used, and it is the fault of the passenger, the Organizer will attempt to obtain compensation from the service provider for the unused services. If the service provider does not refund the money, the passenger is not entitled to a refund of the corresponding part of the price of the unused journey. If it concerns a negligible service or value, the Organizer is exempt from this obligation. If a significant portion of the services specified in the Contract is not performed due to the Organizer’s fault, the Organizer is obliged to take certain preventive measures to continue the journey or offer the passenger other appropriate services until the end of the tourist trip at no additional cost to the passenger, all in accordance with point 14 of these General Terms and Conditions, without prejudice to other legal rights of the passenger.

The Organizer is obliged to carry out the arrangement as agreed in the Contract.

In case the arrangement is not carried out in accordance with the Contract, the consumer can request the Organizer to remedy the deficiencies within a reasonable period.

If the Organizer does not remedy the deficiencies in the implementation of the Contract within a reasonable period, the consumer can terminate the contract.

The consumer/passenger is not obliged to give the Organizer a reasonable time to remedy the deficiencies in the implementation of the Contract if:

Providing another appropriate service is not possible, or if the agency expressly refuses to provide another appropriate service, and there is no interest in remedying the deficiencies in the implementation of the contract.
(5) The Organizer bears the costs of returning the consumer/passenger to the place of departure or another place agreed upon with the consumer and other costs incurred due to the termination of the Contract.

13. INSURANCE AND TRAVEL GUARANTEE

Travel insurance is not included in the travel price. The Organizer advises the conclusion of insurance for trip cancellation, travel liability insurance, health insurance, and accident insurance. If the Organizer and the Intermediary offer travel insurance, it is only an intermediary service. The insurance contract is concluded only between the Passenger and the insurance company, to which any claims are directly addressed. You should read the travel conditions and obligations from the insurance contract. Insurance premiums are not an integral part of the travel price and are due immediately upon the conclusion of the insurance contract. By signing the contract, the Passenger confirms being informed and knowledgeable about the comprehensive insurance package.

The comprehensive insurance package does not cover mandatory health insurance, so the Passenger is recommended to provide it independently, as it may be a reason for border authorities to disallow further travel or the passenger may have to pay the costs of any necessary medical treatment. The Organizer has obligations determined by the Laws on Tourism of the entities (RS and FBiH), as well as the relevant Tourism Laws of the cantons.

14. ASSISTANCE, COMPLAINTS, LAWSUITS, AND DISPUTE RESOLUTION:

The travel Organizer is obliged to visibly display information on the method and place of submitting complaints at the sales location and to provide the presence of a person authorized to receive complaints during working hours.

The travel Organizer is obligated to keep a record of received complaints for at least two years from the date of submission by the passenger.

The Passenger is required to immediately submit a justified written complaint on the spot with the local representative of the Organizer. In urgent cases, if the representative is not immediately available, the complaint should be made directly to the service provider (e.g., carrier, hotelier, etc.) or, if not specified in the travel documents, directly to the Organizer.

The Organizer and the local representative of the Organizer are obliged to:

Respond to consumer complaints during the travel,
Rectify any deviations from the Contract pointed out by the consumer.
If the deviation from the Contract pointed out by the consumer is not rectified during the travel, the consumer has the right to demand a proportionate price reduction.

If the deviation from the Contract pointed out by the consumer, which is not rectified during the travel, constitutes non-performance or partial performance of the contractual obligation in terms of its scope or quality, the consumer can request a refund from the agency based on the Contract.

The consumer/passenger cannot demand a price reduction if they negligently fail to point out deviations between the provided and agreed services.

For assistance, emergencies, and complaints, the Passenger can contact the Organizer. For urgent procedures, the Passenger needs to provide the contract number, travel destination, the name of the accommodation facility, names of passengers, address or telephone number, etc., for contact.

The Passenger is obliged to cooperate in good faith and patiently wait for a period of 24-48 hours for a justified on-the-spot complaint to be rectified (e.g., refrigerator malfunction, power or water outage, poorly cleaned apartment, and other deficiencies) and accept the offered solution corresponding to the contracted service.

If the cause of the complaint is not rectified on the spot, the Passenger, together with the representative of the Organizer, creates a written confirmation in three copies, which both parties compose and sign. The Passenger keeps one copy of this confirmation.

If the cause of the complaint is rectified on the spot, the Passenger is obliged to sign a confirmation of the same. Otherwise, the fact that the Passenger continued to use an adequate alternative solution is considered that the Program has been fully executed.

Local representatives are not authorized to acknowledge any compensation claims; only the Organizer has this authority. The Passenger cannot demand a proportionate price reduction, termination of the Contract, and compensation for damages if they negligently and as prescribed fail to report deficiencies between provided and agreed services on the spot to the authorized representative and the Organizer.

If deficiencies are not rectified on the spot, the Passenger is obliged to submit a justified and documented complaint to the Organizer within eight days from the end of the journey or within thirty days from the day of identifying the deficiencies. The complaint must be submitted exclusively to the Organizer and include a written complaint on the spot, invoices for paid costs, a request specifying the types of unperformed services factually and quantifiably related to each passenger individually, witnesses, and other evidence. Each passenger, a signatory to the contract on their own behalf or on behalf of individuals from the contract or individuals with proper authorization for representation, submits a complaint individually, as the Organizer will not consider group complaints.

It is advisable for the Passenger to submit the complaint in writing to the Organizer’s address.

The Passenger can submit a complaint orally at the sales location where the Travel Contract was concluded or another location designated for complaint reception, electronically, or on a permanent data carrier, along with documentation proving the validity of the complaint.

The Organizer is obliged to process only timely, reasoned, and documented complaints made by the Passenger, for which the cause could not be rectified during the journey on the spot, and to issue a written confirmation or electronic acknowledgment of receiving the complaint, stating the number under which their complaint is registered in the record of received complaints.

The Organizer is obliged to provide a written response to the Passenger within 8 days and pay the price difference from the date of receiving a valid complaint. The travel Organizer may extend this period with the consent of the Passenger and record it in the complaints log.

If the complaint is incomplete and needs to be rectified, the Organizer will notify the Passenger to rectify it within the specified period, under the threat of forfeiture.

In accordance with good business practices and legal deadlines, the Organizer will respond to the Passenger and complaints that are untimely, unfounded, or incomplete.

The reduction in price per passenger’s complaint can only reach the amount of the complained and unperformed part of the service; it cannot include already-used services or reach the amount of the entire contracted price. The amount of compensation paid for a justified and timely complaint based on the Contract is proportional to the degree of non-performance or partially performed service. If the Passenger accepts the compensation for the reduction in price or any other form of compensation, it is understood that they agree to the Organizer’s proposal for an amicable dispute resolution, thereby waiving all further claims against the Organizer regarding the disputed relationship, regardless of whether they have signed a written confirmation of the completed refund with a clause about the final resolution of mutual disputes. It will be considered that the refund of the price difference to the Passenger has been made, and an agreement has been reached with the Passenger in accordance with the law, these General Terms and Conditions, or the General Conditions of the Travel Organizer (when it comes to intermediation) when the Organizer offers the passenger a real price difference for inadequately provided services, in accordance with the price list of the direct service provider that was valid on the day of concluding the travel contract, and other available evidence, and that the organizer has acted in accordance with positive regulations.

The Organizer is not responsible for mistakes or damages caused to the Passenger by direct service providers who are responsible according to the relevant regulations, if the Organizer acted as a careful Organizer in selecting the persons who provided these services.

Any request by the Passenger to initiate proceedings against other entities before the expiration of the deadline for resolving complaints will be considered premature, as well as notifying public media of a breach of the Contract.

15. TRAVEL PROGRAM UPON PASSENGER’S REQUEST AND INDIVIDUAL SERVICES:

Travel Program upon Passenger’s Request: Individual travel (hereinafter: Requested Program) of the Passenger is a combination of two or more services not included in the Organizer’s offer, i.e., services that the Organizer has not previously announced but has compiled at the Passenger’s request.

The provisions of the previous points of these General Terms and Conditions apply analogously to the Requested Program unless otherwise regulated by this point.

If, at the Passenger’s request, multiple individual services from the Organizer’s offer are combined and contracted (e.g., flight and circular tour, etc.), the cancellation fee is calculated for each individual service and summed up at the end.

The Passenger has the right to withdraw from the Contract, about which they are obliged to inform the Organizer in writing. The date of the written cancellation of the Contract is the basis for calculating the compensation due to the Organizer, expressed as a percentage of the total price of the requested trip, unless otherwise specified by the Program, as follows:

5% if the trip is canceled up to 120 days before the start of the journey, 20% if canceled from 119 to 90 days before the start of the journey, 50% if canceled from 89 to 60 days before the start of the journey,

80% if canceled from 59 to 45 days before the start of the journey, 100% if canceled from 44 days before the start or during the journey.

Individual Services and “On Request” Reservations: If the Passenger reserves or contracts only one service, the Organizer acts only as an intermediary for third-party services (hereinafter: Service Intermediary). For individual and “on-request” reservations, the Passenger pays a deposit on the reservation costs, which cannot be less than 50 EUR converted into convertible marks at the official exchange rate on the day of payment. If the reservation is accepted by the Passenger, the deposit is included in the service price. If the Organizer does not confirm the reservation within the agreed period, the deposit is fully refunded to the Passenger. If the Passenger does not accept the offered or confirmed reservation, which fully complies with the passenger’s requirements, the deposit amount is retained by the Organizer in full.

The Organizer, except for gross negligence and negligence, is not liable for defects, material and bodily damages in individual tourist services at the Passenger’s request, for which it is only an intermediary between the Passenger and the direct service providers (e.g., individual accommodation service, transportation, tickets for sports events, excursions, rent-a-car, etc.). By obtaining proof of the contracted individual service, contractual relationships come into force exclusively between the Passenger and each individual service provider.

For individual tourist services, the following cancellation scale applies unless otherwise agreed:

a. For hotel accommodation:

80% if canceled from 59 to 45 days before the start of the journey, 100% if canceled from 44 days before the start or during the journey.

b. For apartment rentals per unit:

80% if canceled from 59 to 45 days before the start of the journey, 100% if canceled from 44 days before the start or during the journey.

c. For the rental of campers and motorcycles:

80% if canceled from 59 to 45 days before the start of the journey, 100% if canceled from 44 days before the start or during the journey.

d. Rent a Car vehicle rental:

The Passenger fully accepts the General Terms and Conditions of vehicle rental found on the reverse side of the standard vehicle rental contract.

If the vehicle rental agreement does not specify otherwise, the following rules apply:

Reservations and confirmations are valid only for the reserved category of vehicles, never for a specific model. Agencies reserve the right to provide clients with the same or a more expensive vehicle than reserved, which can never be a reason for claiming damages, e.g., due to increased fuel consumption. Vehicle rental charges are made upon completion of the service.

As a rule, it is necessary to reserve funds on the spot or leave a security deposit. In the event of a traffic accident, damage, or theft of the rented vehicle, the security deposit is retained as a participation fee.

In the following cases, the Passenger’s responsibility is exclusive for: damages arising from non-compliance with rental conditions; gross negligence or intoxication while driving; damages to the oil pan or the lower structure of the vehicle; costs incurred for a hotel, telephone, or towing; loss or damage to keys; costs for personal items damaged in a traffic accident or stolen from the vehicle; complete tire damage. In the event of damage to the vehicle on the spot, the Passenger is obliged to: immediately inform the police and make a police report on the accident and damage and immediately inform the car rental agency.

The agency and the insurance company cannot recognize either partial or total damage to the vehicle if the authorized driver drove under the influence of alcohol, drugs, etc. The policy covers the Passenger, as well as another authorized driver in accordance with the provisions of the general insurance conditions and the rental agreement. The mandatory insurance policy by law covers only injury and/or death of a person (passenger) and damage to third parties and their property. The following documents are necessary for accepting damage and refunding the participation fee: police report and damage report; a copy of the vehicle rental agreement; proof of deposit payment (agency invoice for rent a car or credit card statement); original keys and vehicle registration document. The airport service fee for a rented vehicle that started at the airport is paid at a rate of 10% of the rental agreement value. A special fee is charged for the pickup or delivery of the vehicle outside the agency location in the country, as well as abroad. The rented vehicle can be driven abroad under special conditions and with the special consent of the agency.

The cost of the fuel used for the vehicle during the rental period is paid by the Passenger. Child seats, snow chains, etc., can be provided upon the Passenger’s request for an additional fee.

The Passenger confirms that their personal data entered into the vehicle rental agreement are accurate and agrees that they may be transferred to third parties for the purpose of verifying their identity and financial credibility.

e. Other individual services:

Reserved individual services such as tickets for concerts, opera, theater, balls, transportation cards/tickets (e.g., metro, train, bus), ferry tickets, ski passes, sightseeing, museum tickets, and individual transfers, etc., incur costs equal to the agreed price of each individual service in case of possible cancellation by the Passenger.

For contracted individual transport services, the received tickets for scheduled flights, train tickets, or ferry tickets must be returned in case of timely cancellation, as otherwise, full prices must be charged.

In case the Passenger has booked an apartment for vacation, the Organizer warns of the possibility that the lessor may request a suitable deposit for incidental expenses and any damage when handing over the vacation apartment.

16. PROTECTION OF PASSENGER PERSONAL DATA:

The personal data provided voluntarily by the passenger constitutes the trade secret of the Organizer. The passenger agrees that the Organizer may use personal data to implement the contracted travel program, whereby addresses, locations, times, travel costs, and the names of fellow passengers cannot be disclosed to other individuals, except those specified by special regulations.

17. OBLIGATION OF APPLICATION:

The Organizer may stipulate different provisions in the Travel Program or Special Travel Conditions compared to these General Travel Terms and Conditions, due to special cases and rules of direct service providers, as well as for travels with special features (related to the organization of sports, congresses, and similar international events, and special types of tourism such as student trips, hunting and fishing, extreme sports, etc.), which constitute an integral part of such Contracts.

The ineffectiveness of individual provisions of the Contract does not result in the ineffectiveness of the entire Travel Contract, which also applies to these General Terms and Conditions.

In Tuzla, 2023.