MEET Bosnia | CITY TOURS AND EXCURSIONS

Tourist Agency “Meet Bosnia” d.o.o., Velika Avlija Laure Papo Bohoreta 14, 71000 Sarajevo, Bosnia and Herzegovina

ID: 4202363020000, VAT: 202363020000

Tel: +38733 23 23 69; Mob: +387 61 240 286, www.meetbosnia.com, info@meetbosnia.com

UniCredit Bank, Account No: 338 730 220 024 9252, IBAN: BA393387304800250347, SWIFT: UNCRBA2Y

General Terms and Conditions of Travel of the Association of Tourist Agencies in Bosnia and Herzegovina – UTA BiH

1. PRE-CONTRACTUAL INFORMATION

By signing the standard Travel Contract and the confirmation and application for travel (hereinafter: Contract), the signatory on behalf of all passengers from the Contract (hereinafter: Passenger) confirms that they have received these General Terms and Conditions of Travel (hereinafter: General Conditions), the pre-prepared and published travel program (hereinafter: Program), and that both they and all passengers from the contract are familiar with them and accept them in full, as well as that they are familiar with the optional travel insurance and travel cancellation insurance options.

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 for both contracting parties, except for provisions defined by a special written contract or Program.

Before concluding the Contract, the Organizer may change the description of its services in the Program at any time. The Passenger and Organizer agree that before concluding the Contract, the Passenger will be informed of any changes to the Program data within a reasonable time before the conclusion of the Contract.

In case of differences between the Passenger’s application 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 notify the Organizer within the specified period that they accept the newly made Program offer, the Contract is considered terminated.

2. APPLICATIONS, PAYMENTS, AND CONTRACT

The Passenger submits the application in writing or on a durable data carrier, or via email or fax. The Passenger can apply for travel at the headquarters, branches, or separate special premises of the Organizer, as well as in travel agencies that have a contract with the Organizer for the indirect sale of travel arrangements (hereinafter: Intermediary). The Intermediary offering and selling the travel arrangement is obliged to indicate its role in the travel program and travel confirmation. If the Intermediary in the contract confirmation does not specify its role, the Intermediary in organizing the travel arrangement is considered the travel organizer. The Passenger’s application becomes valid when confirmed by concluding the Contract in the manner in which the Application was made and by paying an advance of 50% of the arrangement price unless otherwise agreed. The remainder of the agreed price, unless otherwise agreed, is paid 15 days before the start of the trip. If the Passenger does not pay the full amount within the deadline, the travel arrangement is considered cancelled 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 from the Contract.

By concluding the Contract, the Program (previously published or subsequently modified) becomes its integral part and cannot be changed unless explicitly agreed otherwise by the contracting parties or if changes occur due to force majeure. In case of cancellation or changes to the Contract, the cancellation provisions and changes apply to all passengers mentioned in the Contract.

The timeliness of payment is determined by the date of payment to the Organizer’s or Intermediary’s account. In case of untimely payment in full, advance payment, or payment of the remaining part of the arrangement price, the travel organizer may withdraw from the Contract and seek compensation in accordance with point 12 of these General Conditions.

The package travel contract is concluded in writing or on a durable data carrier. By the package travel contract, the travel organizer undertakes to provide the consumer with at least two services determined by the travel organizer, independently or at the consumer’s request, namely transport and accommodation services, as well as other tourist services that are not ancillary transport and/or accommodation services and constitute a significant part of the total price, with the consumer obliged to pay the travel organizer a unified price.

The package travel contract must include all the provisions from the travel program personally handed to the consumer. At the time of concluding the package travel contract or immediately after its conclusion, the Organizer will issue a travel confirmation to the consumer.

In case of organizing group trips, such as school, youth, and student excursions, the Organizer will conclude a contract for organizing the excursion with the educational institution in whose name the excursion is organized or in another way, all in accordance with the relevant Tourism Act or the Excursion Regulations issued by the competent ministry in whose territory the contract is concluded.

3. OBLIGATIONS AND RIGHTS OF THE ORGANIZER

• Include in the Contract, in addition to the services from the Program, special requirements of the Passenger that the Organizer has exclusively agreed to;
• Pay a proportional real difference between the agreed price and the reduced price of the trip proportional to the non-performance or incomplete performance of the Contract (hereinafter: Price Reduction) due to a timely and justified written complaint – Passenger’s objection in accordance with the law and these General Conditions, except if the shortcomings in the performance of the Contract were caused by: the Passenger’s fault or are attributed to a third party who was not the agreed direct service provider in the implementation of the Program, by force majeure, or unforeseen events over which the Organizer has no influence and whose consequences are unavoidable despite due diligence or some 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;
• Provide the name, address, and telephone number of the local representative, or the local partner agency before departure, and exceptionally if necessary, the address and telephone number of the Organizer for emergency assistance to the Passenger;
• Not be responsible for services provided to the Passenger by other parties outside the Program;
• All verbal and any other types of information differing from those contained in the Program, Contract, or Special Contract and these General Conditions do not bind the Organizer and cannot be the basis for Passenger complaints or objections.

4. OBLIGATIONS AND RIGHTS OF THE PASSENGER

• To familiarize themselves in detail, as well as all persons from the Contract, with the Program and General Conditions, to highlight special requirements not covered by the published Program;
• To independently obtain optional travel insurance policies, as the Organizer does not provide and is not responsible for them unless otherwise defined by the contract (e.g., school and student excursions…);
• To pay the agreed price under the conditions, terms, and in the manner provided in the Contract;
• To provide the Organizer with accurate and complete data and documents necessary for organizing the trip in a timely manner and to guarantee that they, their documents, luggage, etc., meet the conditions specified by the regulations of our, transit, and destination countries (border, customs, sanitary, monetary, and other regulations);
• To compensate for any damage caused to direct service providers or third parties by violating legal and other regulations and these General Conditions;
• To designate another person to travel instead of them in a timely manner;
• The person taking over the arrangement and their predecessor are jointly and severally responsible to the Organizer for the payment of the price and the costs of transferring contractual obligations, in which case the Organizer may request only actual costs incurred by the replacement of the consumer;
• To personally (group objections will not be considered) immediately report a justified complaint in writing (incident report) to the Organizer or persons listed in the travel documentation;
• To inform themselves about countries with so-called high or moderate risk through the website of the Ministry of Foreign Affairs of Bosnia and Herzegovina (www.mvp.gov.ba) or in other ways before concluding the contract;
• To inform authorized representatives of the Organizer of the exact departure and return time from the trip no later than 24 hours but no earlier than 48 hours before departure.

5. PRICES AND SERVICE CONTENT

Prices are expressed in foreign currency, and payments are made in convertible marks at the official exchange rate on the day of payment or at 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 Passenger complaints. Services performed abroad (which are not pre-agreed and paid) are paid by the Passenger on the spot to the direct service provider.

The price from the Contract includes a pre-prepared and published combination of at least two or more of the following services of average quality typical for the given destination and facilities: accommodation, meals, transport, preparation, and organization of travel, for which a unified price is agreed and paid by the Passenger (hereinafter: Standard Services).

The price of the arrangement does not include, unless otherwise specifically agreed (hereinafter: Special Agreement), 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 tickets to facilities and events, travel and luggage insurance, room service, use of minibar, air conditioning, recreational, medical, telephone, and other services, reservation of special seats in the transport vehicle, costs of accommodation 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 agree on special services on behalf of the Organizer that are not provided in the Program.

Conditions related to discounts for children and other benefits given 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 calendar date is the date when the child turns two years in relation to the day of travel commencement, not the date of contract conclusion). In case of incorrectly stated age of passengers, the Organizer has the right to charge the difference up to the full travel price.

The price does not include and the Organizer cannot be held responsible to the Passenger for optional and subsequently performed services provided and charged by a foreign partner, i.e., the direct service provider, which was not foreseen by the Program or Special Agreement, as well as for the Passenger’s losses in sports and other recreational activities.

6. PRICE CHANGES AND PASSENGER’S RIGHT TO CANCELLATION

The Organizer may request an increase in the agreed price no later than 8 days before the trip’s commencement if, after concluding the Contract, there has been a change in the exchange rate of the currency in which the price is expressed in convertible marks or a change in the tariffs of carriers and in other legally prescribed cases.

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

• Change in transport costs by more than 5% of the agreed price caused by a change in oil and oil derivatives prices (fuel);
• Change in fees for certain services such as port and airport taxes, pilotage, and passenger taxes at airports;
• Impact of the change in the exchange rate, if this change affects the increase in the arrangement price by more than 5%.

The Organizer is obliged to inform the Passenger/consumer of the price increase when they become aware of the aforementioned circumstances. If the Organizer requests a price increase, the consumer has the right to withdraw from the Contract, provided that they immediately notify the Organizer.

Subsequent price reductions of the Program cannot apply to already concluded Contracts and cannot be a basis for any Passenger complaints against the Organizer.

7. CATEGORIZATION AND SERVICE DESCRIPTION

All services listed in the Program imply standard services of average quality typical and specific for certain destinations, places, and facilities. If the Passenger wants services outside the Program, they must conclude a Special Agreement for this.

The Organizer is not responsible for the descriptions of services in the catalogues – publications or on the websites of the Intermediary and direct service providers (e.g., hotels, carriers, etc.) unless the Passenger has been explicitly referred to the same by the Organizer. The Organizer is responsible only for the descriptions of services contained in its Programs or on its website, provided that obvious printing and calculation errors give the Organizer the right to dispute the Contract.

Accommodation facilities and units, transport means, and other services are described according to the official categorization of the domicile country at the time of the Program’s publication, are different, and are not comparable by destinations, not even within the same destination. Food, comfort, and service quality depend primarily on the arrangement price, chosen destination, and categorization determined by local-national regulations and are beyond the Organizer’s control and influence.

The start and end date of the trip specified in the Program does not imply an all-day stay of the Passenger in the accommodation facility or destination. The time of departure or arrival of the Passenger and entry or exit from the accommodation facility is conditioned by border crossing procedures, road conditions, permits from the competent authorities, technical and weather conditions, or force majeure that may affect the departure time of the plane and other transport means over which the Organizer has no influence, and therefore the Organizer is not responsible for such cases. The first and last days of the Program are intended for travel and do not imply a stay in the hotel or destination – they only indicate the calendar day of the start and end of the trip, so the Organizer is not responsible for evening, night, or early morning flights, entry into the room in the late evening hours, leaving the hotel in the early morning hours, etc.

For air arrangements, the agreed trip start time is the meeting of passengers at the airport at least 2 hours before the first announced departure time by the airline. In case of changing the aforementioned departure time of the plane, the Organizer bears no responsibility; national and international regulations in the field of air traffic apply. By default, departure-arrival, take-off-landing of the plane on charter flights is in the late evening or early morning hours, and if, for example, an agreed initial or final meal in the form of a so-called “cold meal” is provided in the accommodation facility, it is considered that the Contract is fully performed.

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 assistance to the Passenger at pre-determined times of periodic duty announced on the notice board or in another appropriate manner. Instructions and directions of the Organizer’s authorized representative (especially regarding departure times, transport, accommodation, legal and other regulations, etc.) are binding on the Passenger, and non-compliance with these instructions constitutes a breach of the Contract, and all eventual consequences and damages in such a case are borne by the Passenger in full.

Changes or deviations of certain services that are not caused by the Organizer’s will are allowed if they do not negatively affect the overall concept of the agreed trip. If for the mentioned reasons, the flight or transport has to be moved to another airport or place, the Organizer covers all alternative transport costs at least up to the second-class transport ticket price.

When a third party replaces the person who reserved a specific tourist service, the Organizer has the right to compensation for the necessary costs incurred by the change. The Passenger and the person replacing them are jointly responsible for the payment of the agreed price and the costs of the Passenger replacement. The Organizer will not accept the replacement of the Passenger if the change is not timely, if there are special travel requirements, or if it is not in accordance with legal or other regulations.

8. ACCOMMODATION, MEALS, AND TRANSPORT

8.1. Accommodation:

Unless otherwise specifically 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, and other characteristics;
• The Passenger’s accommodation in the facility is at the earliest after 4:00 p.m. on the day the service begins, and leaving the facility is at the latest by 9:00 a.m. on the day the service ends. The Passenger has no right to a refund due to volunteer, i.e., their fault-induced temporary or premature leaving of the accommodation facility, neither for the hotel service price nor for the transport price;
• Triple and quadruple accommodation units (rooms, studios, apartments, etc.) are determined in accordance with the categorization and regulations of the domicile country;
• The operation of air conditioning in accommodation facilities varies by destination and facilities and does not imply continuous operation of air conditioning for 24 hours;
• The Organizer is not responsible for damages caused to the Passenger due to their failure to comply with legal regulations, prescribed rules, and customs established by carriers, hoteliers, and other direct service providers.

If the Organizer or a third party supposed to fulfil the obligation on behalf of the Organizer fails to perform or partially performs the obligation from the Contract, or is late in fulfilling it, the consumer can demand compensation for damages, including non-material damages. If the consumer files a claim for compensation from the Organizer due to the failure of a third party supposed to fulfil the obligation on behalf of the Organizer, the Organizer is entitled to demand compensation from the third party for the paid amount.

The Organizer is relieved of responsibility if it proves that the failure, partial performance, or delay in performance is the result of the consumer’s intentional or grossly negligent conduct.

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

The Passenger undertakes to familiarize themselves with and comply with the rules of conduct in the accommodation facility, especially regarding the deposit and safekeeping of money, valuables, and valuable items, bringing food and drinks into rooms, complying with house rules, accommodation and leaving the room at a certain time, the number of persons in the room, etc., as the Organizer is not responsible for damages incurred on this basis.

8.2. Meals:

Unless otherwise specifically agreed:

• The variety, quality of food, and meal service depend primarily on the arrangement price, facility category, destination, and local customs, regardless of whether the service is based on a self-service or serving (menu);
• The all-inclusive service and any other service imply services according to internal hotel rules and do not have to 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 specified in the Program, implies a continental breakfast;
• If the capacity utilization in hotels is below 30%, it is possible that instead of a self-service meal, the meal service will be carried out by serving;
• In the accommodation facility, the conditions for meals are identical, regardless of whether children, elderly people, or people with special needs are travelling according to the Contract;
• If the Passenger reaches a different agreement with the direct meal provider on the spot, the Organizer is not responsible for inadequately provided meal services.

8.3. Transport:

Unless otherwise specifically agreed:

• Transport 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 hired by the Organizer is registered, and the regulations, principles, and rules established by the carrier apply (e.g., transport in any transport means does not imply numbered seats, nor included meals and drinks during the journey, etc.). The Passenger is obliged to accept any offered seat in the transport means;
• The Organizer has the right to engage all types of tourist buses for transport that meet the conditions specified by the regulations (mini-bus, bus, or double-decker), as well as other transport means if the circumstances require it;
• During bus rides, toilets are not in use unless otherwise approved. The Passenger is obliged to compensate for any damage caused by their negligence in the transport means on the spot. The Passenger is obliged to check and harmonize their personal and travel documents and luggage before the trip, and in case of any irregularities, inform the guide/accompanying person on the trip;
• The Passenger is obliged to behave appropriately in the transport means and comply with traffic regulations and rules on passenger transport, otherwise, the Organizer has the right to refuse them transport or remove them from the transport means in the presence of the police, and further transport to the destination will not be the Organizer’s obligation. If the Passenger withdraws from the trip due to removal from the transport means, the cancellation scale from point 12 of the General Conditions will apply;
• The travel route, breaks, places, and duration are determined by the guide/accompanying person – driver. The guide/accompanying person – driver has the right to change the schedule, itinerary, or order of visits to localities due to unforeseen, unavoidable, or safety and similar circumstances;
• The Passenger is obliged to follow the driver’s or guide/accompanying person’s instructions (duration of breaks, etc.);
• Inconsistencies in personal data given to the Organizer with the data in the Passenger’s passport (passenger’s names, etc.) may result in the issuance of a new airline ticket, with costs or even declaring the ticket invalid, for which the consequences are borne by the Passenger. The Passenger is responsible for their airline ticket from the moment it is handed over to them at the airport or in the agency. There is no possibility of issuing duplicate airline tickets, or boarding passes. The Passenger fully bears the consequences of their loss or disappearance during the trip;
• Airline or special transport tickets are valid only on the dates and times specified on them;
• Transport of Passengers by air, rail, sea, river, or lake transport means is the direct responsibility of these carriers determined according to the regulations and customs governing these types of transport and are beyond the Organizer’s control and responsibility.

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

All conditions published in the Program apply exclusively to citizens with a travel document from 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.) applicable to the designated or transit country, but it is the obligation of the foreign citizen to inform themselves at the competent consulate and to provide the necessary conditions and documents on time and properly. The Passenger must have a valid travel document for travel abroad with a validity period of at least 6 months from the end date of the trip and provide the Organizer with correct and complete necessary data and documents for obtaining a visa if the Organizer is obtaining the visa. The agency’s official or Intermediary is not authorized to determine the validity of travel and other documents. When the Organizer mediates in the process of submitting documentation, it does not guarantee obtaining the visa, nor obtaining the visa in time and is not responsible for the incorrectness of the travel and other documents or if border authorities or immigration services do not approve the entry, transit, or further stay of the Passenger. If the Passenger loses travel documents during the trip or they are stolen, they must timely provide new ones at their own expense and bear all possible damages as a result.

The Passenger must contact Special Services related to their religious or health reasons, such as specific diets, accommodation characteristics, etc., due to religious reasons, chronic diseases, allergies, disability (wheelchair, companion, etc.), otherwise, the Organizer assumes no special obligation, responsibility, or damage on this basis.

For travel to countries where special rules apply, including mandatory vaccination or obtaining certain documents, it is the Passenger’s obligation to perform the necessary vaccinations and provide the appropriate certificates, and in case of any consequences, they bear the responsibility for the damage.

The Passenger must strictly comply with the customs, foreign exchange, and other regulations of Bosnia and Herzegovina, transit, and the countries they are visiting, and in case of inability to continue the trip, stay, and everything else, all consequences and costs are borne by the Passenger. If the trip cannot be realized due to the Passenger’s failure to comply with the provisions of this point, the provisions of point 12 of the General Conditions apply.

10. LUGGAGE

Transport of luggage up to a certain weight determined by the airline is free. The Passenger pays for excess luggage according to the current prices of the carrier specified in the travel program. Transport of special luggage from the airport to the hotel and back is the Passenger’s exclusive responsibility. Special security rules regarding hand luggage apply at all airports, and we recommend that the Passenger check for more information at the departure airport.

Damages and loss of luggage on flights must be reported without delay on the spot to the competent airport service for lost luggage, as airlines usually refuse compensation if the form for reporting damages is not filled out and submitted.

When travelling by bus, the Passenger can bring 2 pieces of luggage per seat user and hand it over to the authorized person of the Organizer. Children up to two years old do not have the right to free luggage. The Passenger is obliged to take care of their belongings brought into the transport means, about handing over and taking back luggage handed over to the authorized person of the carrier or brought into the accommodation facility. The Passenger exercises all their rights directly from the carrier, accommodation service provider, or insurance provider according to applicable international and domestic regulations. The transport of luggage from the parking place to the accommodation unit is the Passenger’s obligation (the transport will be as close as possible to the accommodation facility). The Organizer is not responsible for forgotten items in the transport means.

Except in cases of intent and gross negligence, the Organizer has no responsibility for luggage and items usually not carried, except when explicitly accepted for safekeeping. Therefore, it is not recommended for the Passenger to bring valuable items on the trip; otherwise, they should be properly handed over for safekeeping or carried with them.

The Passenger must visibly label their luggage with personal data and not leave personal documents, items, and valuables in the parked transport means, as the Organizer is not responsible for their disappearance. It is recommended that documents, gold, valuables, technical instruments, and medicines be carried exclusively in hand luggage, and during the stay, the same should be deposited in a safe if possible. The Passenger must report loss, damage, or disappearance of luggage during the trip to the Organizer’s representative or the direct service provider.

11. ORGANIZER’S CHANGE AND CANCELLATION OF THE CONTRACT

11.1. Before the agreed day of travel commencement:

If before the agreed day of travel commencement, the Organizer determines that it is forced to change certain significant provisions of the Contract, such as price, destination, transport means, characteristics or category of transport, departure date, type, location, category, or comfort level of accommodation, these changes will be immediately communicated to the consumer in writing or on a durable data carrier easily accessible to the consumer so that the consumer can make a decision regarding the Contract change.

In the aforementioned case, the consumer has the right to:

• Accept the replacement of the agreed trip with another trip of the same or better quality without the obligation of the consumer to pay the difference in price;
• Accept the replacement of the agreed trip with another trip of lower quality and compensation for the difference in price;
• Request a refund of the paid funds based on the package travel contract. The consumer is obliged to immediately notify the Organizer of their decision in writing or on a durable data carrier or by means of remote communication used for the reservation.

The Organizer has the right to terminate the Contract in case of:

• Insufficient number of registered passengers provided that the Passenger is informed no later than 5 days before the start of the tourist trip;
• Due to the impossibility of fulfilling contractual obligations for which the contracting parties are not responsible, and which would have been a justified reason for the Organizer not to publish the Program and conclude the Contract had they existed at the time of publication, with the obligation to refund the paid funds to the Passenger no later than 15 days from the date of cancellation.

If due to events for which the contracting parties are not responsible, the fulfilment of the Organizer’s obligations becomes impossible, the consumer’s obligations also cease. If in the aforementioned case, the consumer has taken certain actions to fulfill their contractual obligation, the consumer can demand a refund of the paid funds from the Organizer according to the rules on the return of benefits obtained without a basis.

The costs of the consumer’s return to the place of departure or another agreed place are shared equally by the contracting parties, and other costs related to the termination of the package travel contract are borne by the consumer.

If the Program does not specifically state otherwise, to realize the trip, the minimum number of registered passengers must be: for bus trips, 30 passengers, for regular flights within Europe, 20 passengers, for intercontinental flights, 15 passengers, for special charter flights, trains, hydrofoils, and others, at least 80% occupancy of the capacity per transport means.

In case of acceptance of the new contract, the Passenger waives any claims against the Organizer based on the initially concluded Contract.

11.2. During the trip:

If the Organizer, after the start of the trip, determines that the consumer has not been provided or will not be able to provide the consumer with services in accordance with the Contract, the Organizer is obliged to offer the consumer other appropriate services until the end of the trip without additional costs for the consumer and to pay any difference in price between the agreed and provided services.

If providing 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 trip and to provide a free return by appropriate transport means to the place of departure or another place agreed with the consumer.

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

• At their own expense, procure other appropriate services, and
• Return by appropriate transport means to the place of departure or another place agreed with the Organizer.

During the trip, the Organizer reserves the right to change the day or time of the trip, as well as the right to change the travel route and necessary changes to the Program if travel conditions change (changed flight schedule, forced landing, vehicle breakdown, congestion at borders or in traffic, closure of a location intended for visitation, changes in the visa regime, security situation, natural disasters, or other extraordinary and objective circumstances and force majeure) without the obligation to pay damages and any other compensation to the Passenger. In such cases, the Organizer bears all additional costs of changing the Program. If changes occur during the implementation of the package travel contract, and the consumer decides to terminate the package travel contract, in that case, the consumer only bears the actual costs of the services provided by the agency up to the moment of withdrawal from the arrangement.

The Organizer is relieved of the obligation to fulfil the Contract if the Passenger hinders the implementation of the trip due to rude and indecent behaviour, regardless of the given warning. In this case, the Passenger is obliged to compensate the Organizer for any damage caused.

In the event of extraordinary circumstances during the trip that could not be foreseen in advance and can be classified as force majeure (terrorist attacks, emergency situations, explosions, infections, epidemics and other diseases, natural disasters, climatic conditions, etc.), the Organizer assumes no responsibility. The Organizer assumes no responsibility if the Passenger refuses the offered return by provided transport means.

The Organizer is obliged to compensate the consumer for costs incurred by terminating the Contract, except in the case of:

• Termination of the Contract due to an insufficient number of registered passengers, if before concluding the contract, the consumer was informed that the realization of the trip depends on the number of registered passengers and that the deadline for notifying the consumer of the termination cannot be less than five days from the start of the trip; and
• Termination of the Contract due to the impossibility of fulfilling contractual obligations for which the contracting parties are not responsible, in which case a large number of registered passengers is not considered an impossibility of fulfilment.

12. PASSENGER’S CANCELLATION OF THE CONTRACT

12.1. Before the trip’s commencement:

The Passenger has the right to withdraw from the trip, about which they are obliged to notify the Organizer in writing in the manner the Contract was concluded. The date of the written cancellation of the Contract is the basis for calculating the fee owed to the Organizer, expressed as a percentage according to the cancellation scale in relation to the total arrangement value, unless otherwise specified by the Program, as follows:

• 5% if the trip is cancelled up to 45 days before the start of the trip;
• 10% if the trip is cancelled from 44 to 30 days before the start of the trip;
• 20% if cancelled 29 to 20 days before the start of the trip;
• 40% if cancelled 19 to 15 days before the start of the trip;
• 80% if cancelled 14 to 10 days before the start of the trip;
• 90% if cancelled 9 to 6 days before the start of the trip;
• 100% if cancelled 5 to 0 days before the start of the trip or during the trip.

Exceptionally from the above, the following cancellation scale will apply:

• For cruise trips:
  • 5% or at least 60.00 EUR up to 91 days before the start of the trip;
  • 15% from 90 to 45 days before the start of the trip;
  • 30% from 44 to 29 days before the start of the trip;
  • 50% from 28 to 15 days before the start of the trip;
  • 80% from 14 to 7 days before the start of the trip;
  • 95% from 6 to 3 days before the start of the trip;
  • 100% on the day of the trip, non-arrival, or withdrawal during the trip.
• For recreational vacations for preschool age, nature lessons, school, and student excursions if the entire contract is cancelled:
  • 5% if the trip is cancelled up to 120 days before the start of the trip;
  • 20% if cancelled from 119 to 90 days before the start of the trip;
  • 50% if cancelled from 89 to 60 days before the start of the trip;
  • 80% if cancelled from 59 to 45 days before the start of the trip;
  • 100% if cancelled from 44 to before the start or during the trip.
• For cancelling an airline ticket reservation:
  • In case of cancellation or date change of an issued airline ticket, the cancellation conditions are determined exclusively by each airline according to their rules and tariff conditions apply.
• For trips marked as intercontinental (America, Asia, Africa, Australia, the Middle and Far East…), the following cancellation conditions will apply due to the strict policy of airlines and hotels:
  • 5% if the trip is cancelled 120 days before the start of the trip;
  • 20% if cancelled from 119 to 90 days before the start of the trip;
  • 50% if cancelled from 89 to 60 days before the start of the trip;
  • 80% if cancelled from 59 to 45 days before the start of the trip;
  • 100% if the trip is cancelled 44 to before the start or during the trip.

Changes to the agreed place, travel date, transport means, accommodation facility, accommodation unit, failure to obtain a visa, non-payment of the agreed price, etc., are considered as the Passenger’s withdrawal from the trip.

The Passenger is obliged to compensate the Organizer only for the actual, incurred costs (transport costs, accommodation, travel organization, etc.), if the cancellation occurred due to:

• Sudden illness of the Passenger, spouse, child, parent, sibling, adoptee, and adopter;
• Death of the Passenger, spouse, child, parent, sibling, adoptee, and adopter;
• Call for military exercise of the Passenger;
• Natural disaster or emergency situation officially declared by the competent authority of the destination country.

In these cases, the Passenger is obliged to provide the Organizer with proof of the right to health insurance based on temporary incapacity for work (certificate from the chosen general medicine doctor or discharge letter from the stationary health institution explicitly confirming sudden illness and inability to travel), or death certificate, or call for military exercise. Local terrorist attacks, explosions, infections, epidemics, and other diseases, natural disasters, climatic conditions, etc., for which a state of emergency has not been declared by the competent state authorities of the domicile or destination country, cannot be considered justified reasons for cancellation or interruption of the trip by the Passenger.

A sudden illness is considered a sudden and unexpected illness or organic disorder determined by an authorized doctor, occurring after the conclusion of the travel contract and not related to or resulting from a previous health condition, and is of such a nature that it requires treatment, hospitalization, and prevents the start or use of the agreed trip. The Organizer, in the case that the Passenger provides a suitable replacement or the replacement is made by the Organizer, is obliged to refund the paid funds in full, after deducting only actual and incurred costs. The Organizer is obliged to conclude a contract with the new Passenger in the case of a replacement.

In the case of withdrawal from the trip covered by an insurance policy, the Passenger exercises their right directly from the insurer.

In case of withdrawal from the Contract, the amount paid to the Organizer for visa mediation and paid legal and other obligations is not refunded to the Passenger.

12.2. After the trip’s commencement:

If due to the cancellation of the trip, the Passenger does not use some of the agreed services through their fault, the Organizer will try to get compensation from the service provider for unused services. If the service provider does not refund the money, the Passenger has no right to a refund of the corresponding part of the price for the unused trip. If it is an insignificant service or value, the Organizer is relieved of this obligation. If due to the Organizer’s fault, a significant part of the services stipulated in the Contract is not performed, the Organizer is obliged to take certain preventive measures to continue the trip or offer the Passenger other appropriate services until the end of the tourist trip without additional costs for the Passenger, all in accordance with point 14 of these General Conditions, without prejudice to other legal rights of the Passenger.

The Organizer is obliged to realize the arrangement in the agreed manner. If the arrangement is not realized according to the Contract, the consumer can demand the removal of deficiencies in a reasonable time from the Organizer. If the Organizer does not remove the deficiencies in the realization of the Contract within a reasonable time, the consumer can terminate the contract.

The consumer/Passenger is not obliged to give the Organizer a reasonable time to remove the deficiencies in the realization of the Contract if:

• Providing another appropriate service is not possible or the agency explicitly refuses to provide another appropriate service; and
• The consumer has no interest in removing the deficiencies in the realization of the contract.

The Organizer bears the costs of returning the consumer/Passenger to the place of departure or another place agreed with the consumer and other costs arising from the termination of the Contract.

13. INSURANCE AND TRAVEL GUARANTEE

The travel price does not include travel insurance. The Organizer advises concluding insurance for trip cancellation, travel liability insurance, health insurance, and accident insurance. If the Organizer and Intermediary offer travel insurance, it is only mediation. 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 terms and obligations from the insurance contract. Insurance premiums are not part of the travel price and are due immediately upon concluding the insurance contract. By signing the contract, the Passenger confirms that they are informed and referred to the provision of a full insurance package. The full insurance package does not necessarily cover mandatory health insurance, so it is recommended that the Passenger provides it themselves, as this may be the reason for the border authorities not allowing further travel or the Passenger having to pay for any medical treatment costs themselves.

The Organizer has obligations determined by the Tourism Laws of the entities (RS and FBiH) as well as the competent Tourism Laws of the cantons.

14. ASSISTANCE, COMPLAINTS, LAWSUITS, AND DISPUTE RESOLUTION

The travel organizer is obliged to visibly display a notice at the point of sale about the manner and place for submitting complaints and to ensure the presence of a person authorized to receive complaints during working hours.

The travel organizer is obliged to keep a record of received complaints and to retain them for at least two years from the day the passenger’s complaint is submitted.

The Passenger is obliged to immediately make a justified written complaint with the local representative of the Organizer on the spot, and in urgent cases, if this representative is not currently available, with the direct service provider (e.g., carrier, hotelier, etc.) or if these persons are not listed in the travel documents directly with the Organizer.

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

• Respond to consumer complaints during the trip; and
• Eliminate any deviations from the Contract pointed out by the consumer.

If the deviation from the Contract pointed out by the consumer is not eliminated during the trip, the consumer has the right to demand a proportional reduction in the price.

If the deviation from the Contract pointed out by the consumer/passenger, which was not eliminated during the trip, represents non-performance or partial performance of the contractual obligation in terms of its scope or quality, the consumer can demand a refund of the paid funds based on the Contract.

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

For assistance, emergencies, and other cases, as well as complaints, the Passenger can contact the Organizer. For urgent and similar procedures, the Passenger must state the contract number, travel destination, accommodation facility name, passenger name, address or phone number, etc., through which they can be contacted.

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

If the cause of the complaint is not eliminated on the spot, the Passenger and the Organizer’s representative will prepare a written confirmation in three copies, which both parties prepare and sign. The Passenger retains one copy of this confirmation.

If the cause of the complaint is eliminated on the spot, the Passenger is obliged to sign the confirmation of the same, otherwise, the fact that they continued to use an adequate alternative solution is considered that the Program has been fully implemented.

Local representatives have no right to acknowledge any compensation claims, only the Organizer does.

The Passenger cannot demand a proportional price reduction, Contract termination, and compensation for damages if they negligently and improperly fail to promptly notify the authorized representative and the Organizer on the spot about the deficiencies between the provided and contracted services.

If the deficiencies are not eliminated on the spot, the Passenger is obliged to submit a justified and documented complaint (written complaint on the spot, invoices for paid costs, request by types of unfulfilled services factually specified and quantified concerning each passenger individually, witnesses, and other evidence) and request a refund of the difference in price between the contracted and unfulfilled or partially fulfilled services to the Organizer within eight days from the end of the trip, or within thirty days from the determination of the deficiencies. Each passenger who is a signatory to the contract in their name and on behalf of the persons from the contract or persons with a valid power of attorney for representation, submits a complaint individually, as the Organizer will not consider group complaints.

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

The Passenger can submit a complaint orally at the point of sale where the travel contract was concluded, or at another place designated for receiving complaints, electronically, or on a durable data carrier, with the documentation showing the validity of the complaint.

The Organizer is obliged to take only timely, justified, and documented complaints into the procedure, following the Passenger’s complaint, which could not be resolved during the trip on the spot and to issue a written confirmation or electronically confirm receipt of the complaint, or communicate the number under which the complaint was registered in the record of received complaints.

The Organizer is obliged to deliver a written response and pay the difference in price to the Passenger within 8 days from the receipt of the valid complaint. The travel organizer can extend this period with the Passenger’s consent and record it in the complaints book.

If the complaint is incomplete and needs to be corrected, the Organizer will provide the Passenger with a response to correct it within the given period under the threat of omission.

The Organizer will respond to the Passenger within the legal deadline according to good business practices, even to untimely, unfounded, or incomplete complaints.

The price reduction following the Passenger’s complaint can only reach the amount of the unfulfilled part of the service and cannot include already used services or reach the total agreed price. The amount of compensation, which is paid based on a justified and timely complaint according to the contract, is proportional to the degree of unfulfilled or partially fulfilled service. If the Passenger accepts the compensation for the proportional price reduction or any other form of compensation, it is considered that they agree with the proposal of the Organizer for an amicable resolution of the dispute, thus waiving any further claims against the Organizer regarding the disputed relationship, regardless of whether they signed a written confirmation of the refund with a clause on the final settlement of mutual disputed relationships.

It will be considered that the refund of the price difference to the Passenger has been executed and that an agreement has been reached with the Passenger in accordance with the law, these General Conditions or the General Terms of the travel Organizer (in case of mediation) when the Organizer has offered a real difference in the price for inadequately provided services, in accordance with the price list of the direct service provider valid on the day of the travel contract conclusion, and other available evidence, and that the Organizer has acted in accordance with positive regulations.

The Organizer is not responsible for omissions, or for damages caused to the Passenger by direct service providers who respond according to the regulations applicable to them if they acted as a diligent Organizer when choosing the persons who provided these services.

Any Passenger request to initiate proceedings before other persons before the deadline for resolving the complaint is considered premature, and informing public media and media of a breach of the Contract.

15. TRAVEL PROGRAM AT THE PASSENGER’S REQUEST AND INDIVIDUAL SERVICES

15.1. Travel Program at the Passenger’s Request:

An individual trip (hereinafter: Program at the request) of the Passenger is a combination of two or more services not offered by the Organizer or previously published by the Organizer but created at the Passenger’s request.

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

If the Passenger’s request combines and contracts multiple individual services from the Organizer’s offer (e.g., flight and cruise, etc.), the cancellation fee is calculated for each individual service and then summed up.

The Passenger has the right to withdraw from the Contract, about which they are obliged to notify the Organizer in writing. The date of the written cancellation of the Contract is the basis for calculating the fee owed 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 cancelled up to 120 days before the start of the trip;
• 20% if cancelled from 119 to 90 days before the start of the trip;
• 50% if cancelled from 89 to 60 days before the start of the trip;
• 80% if cancelled from 59 to 45 days before the start of the trip;
• 100% if cancelled from 44 to before the start or during the trip.

15.2. Individual services and “On request reservations”:

If the Passenger reserves or contracts only one service, the Organizer acts only as an intermediary for another service (hereinafter: Service Intermediary).

For individual and “on request reservations,” the Passenger pays a deposit for reservation costs, which cannot be less than 50 EUR in 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 reservation is not confirmed by the Organizer within the agreed time, the deposit is fully refunded to the Passenger. If the Passenger does not accept the offered or confirmed reservation, which is fully in accordance with the Passenger’s requirements, the amount of the deposit is retained by the Organizer in full.

Except in cases of gross negligence and carelessness, the Organizer is not responsible for deficiencies, material, and bodily damages in individual tourist services at the Passenger’s request, for which the Organizer acts only as an intermediary between the Passenger and direct service providers (e.g., individual accommodation service, transportation, tickets for sports events, excursions, car rentals, etc.). By obtaining proof of the contracted individual service, contractual relations are exclusively established between the Passenger and each individual service provider.

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

• For hotel accommodation:
  • 5% if the trip is cancelled up to 120 days before the start of the trip;
  • 20% if cancelled from 119 to 90 days before the start of the trip;
  • 50% if cancelled from 89 to 60 days before the start of the trip;
  • 80% if cancelled from 59 to 45 days before the start of the trip;
  • 100% if cancelled from 44 to before the start or during the trip.

In case the Passenger has reserved an apartment for vacation, the Organizer warns of the possibility that the lessor may require an appropriate deposit for additional costs and any damages when handing over the apartment for vacation.

16. PROTECTION OF PASSENGERS’ PERSONAL DATA

The personal data of passengers, voluntarily provided by them, represent a business secret of the Organizer. The Passenger agrees that the Organizer can use personal data to realize the agreed travel program, without disclosing addresses, places, times, and prices of travel, and names of fellow travellers to other persons, except to persons designated by special regulations.

17. MANDATORY APPLICATION

The Organizer may foresee different provisions about these General Conditions of travel due to special cases and rules of direct service providers, as well as for travel with special contents (due to the organization of sports, congress, and similar international events, and special forms of tourism – school, hunting, fishing, extreme sports, etc.) that form an integral part of such Contracts.

The inefficiency of individual provisions of the Contract does not result in the inefficiency of the entire travel Contract, which also applies to these General Conditions.

N.B.
The complete document related to the Terms and Conditions on the Bosnian language is available on the PDF document