GENERAL TRAVEL CONDITIONS
Based on Article 68, Paragraph 1, Item 2, and in accordance with Articles 70 and 71 of the Law on Tourism (“Official Gazette of RS” No. 17/2019), ROYALTOURS DOO BELGRADE invalidates its General Travel Conditions from 11.10.2021. year and determines the General travel conditions listed below, which are valid from 11.10.2022. years. The general conditions of ROYAL TOURS travel are harmonized with the Law on Tourism of the Republic of Serbia, other valid legal regulations, as well as with the standards of the ASSOCIATION OF INDEPENDENT TOURIST AGENCIES -ANTAS, Serbia (ANTAS).
1. PRE-CONTRACTUAL NOTICE
By signing the standard contract-confirmation-travel application (further: Contract), he confirms with his signature on behalf of all passengers from the Contract (further: the Traveler) that he has been served with these General Terms and Conditions of Travel (further: General Terms), pre-prepared and published travel program ( hereinafter: Program), that he, like all passengers from the contract, is familiar with them and that he fully accepts them, as well as that he is familiar with the optional travel insurance options. The provisions of these General Terms and Conditions form an integral part of the Agreement between the Traveler and the Tourist Agency ROYAL TOURS doo from Belgrade, as the travel organizer (further: the Organizer) and are binding for both contracting parties, except for the provisions defined in a separate written agreement or Program. Before concluding the Agreement, the Organizer can change the description of its services in the Program at any time. The Traveler and the Organizer agree that before the conclusion of the Agreement, the Traveler was informed of all possible changes to the data from the Program within a reasonable period of time before the conclusion of the Agreement.
In the event of a difference between the Traveler’s application and the Organizer’s amended proposal, the new Program is considered a new proposal and binds the Organizer for the next 48 hours. If the Traveler does not inform the Organizer within the specified period that he does not accept the newly made Program – offer, the Agreement is considered terminated by agreement.
2. APPLICATIONS, PAYMENTS AND CONTRACT:
The Passenger submits the application in writing or on a permanent record carrier or by e-mail. The traveler can register for the trip at the headquarters, branches, or separate special areas of the Organizer, as well as at travel agencies that have concluded an Intermediation Agreement with the Organizer (further: Intermediary). When the Intermediary in the Organizer’s Program and the Agreement with the Traveler does not indicate his capacity as an Intermediary, the Organizer is not responsible for the execution of the Program towards the Traveler, but it is the obligation of the Intermediary. The Passenger’s Application becomes valid when it is confirmed by concluding the Agreement in the manner in which the Application was made and by paying an advance payment in the amount of 40% of the price of the arrangement. The rest of the agreed price, unless otherwise agreed, is paid 30 days before the start of the trip. If the Passenger does not make the payment in full within the deadline, he is considered to have canceled the trip in accordance with point 12 of the General Terms and Conditions. Each advance payment is treated as a payment for all passengers, not just for one specific passenger from the Agreement.
Upon conclusion of the Agreement, the Program (previously published or subsequently modified) becomes an integral part of it and cannot be changed, unless the contracting parties expressly agree otherwise or if the changes occur due to force majeure. If the Agreement is canceled or amended, the cancellation provisions and amendments apply to all passengers listed in the Agreement.
Timeliness of payment is determined by the date of payment to the account of the Organizer or Intermediary. In case of untimely payment in full, advance payment or payment of the remaining part of the payment of the arrangement, the Travel Organizer may withdraw from the Agreement and request compensation in accordance with point 12 of these General Terms and Conditions.
3. OBLIGATIONS AND RIGHTS OF THE ORGANIZER:
In the Agreement, in addition to the services from the Program, enter the special requests of the passenger with which only the Organizer has agreed, pay the proportional real difference between the contracted price and the price of the trip reduced in proportion to the non-performance or incomplete performance of the Agreement (further: Price reduction) due to a timely and well-founded written complaint – complaint of the Traveler in in accordance with the law and these General Terms and Conditions, unless failures in the performance of the Agreement were caused by: the Traveler’s fault or are attributed to a third party that was not the contracted direct service provider in the implementation of the Program, by the action of force majeure or unforeseen events over which the Organizer has no influence and the consequences of which are unavoidable despite the application of due care or some other events that the Organizer could not foresee and overcome. In accordance with good business practices in this area, to take care of the rights and interests of the Traveler and to orally inform the citizens of the Republic of Serbia about the regulations of our, transit and destination countries (border, customs, sanitary, monetary and other regulations), in accordance with which the traveler must to fulfill certain conditions for the realization of a tourist trip (the Traveler can view detailed information on the official internet presentations of the mentioned institutions). Before departure, submit the name, address and phone number of the local representative, that is, the partner’s local agency, and if there is none, the name, address and phone number of the Organizer for emergency assistance to the Traveler.
It is not responsible for services provided to the Traveler by other persons outside the Program.
The organizer will only issue a voucher 7 days before using the services for a fully paid arrangement, which is the only valid document for using the services and which must be personally handed over by the passenger to the authorized agent or representative of the agency at the destination. The organizer is obliged to provide the specified services exclusively to the persons listed in the voucher.
The travel organizer cannot bear any responsibility for events that are outside the sphere of its activity and influence, such as work stoppages, strikes, acts of terrorism, weather conditions, natural disasters, epidemics, etc., which lead to the postponement of hours or even days departure and arrival, or lead to the impossibility of realizing the trip, according to the travel program. Before concluding a travel contract, please inform yourself about the so-called countries via the website of the Ministry of Foreign Affairs (www.mfa.gov.rs) or in another way. high and moderate risk, because the information published cannot have the legal significance of changed circumstances and the organizer bears no responsibility if, during the duration of the arrangement, weather disasters, natural disasters, fires, strikes, armed conflicts… and for the consequences they may cause. The organizer cannot be responsible for changes in the travel program due to unforeseen circumstances and force majeure during the trip such as: changes in the flight time of the plane, strikes, political crises, breakdowns and malfunctions on, in, and around the facility, declared natural disasters… In these cases, the organizer reserves the right to change the date or time of travel, the right to change the travel route, as well as the right to change the facility without the obligation to pay any compensation to the passenger. The organizer believes that by arbitrarily choosing a destination, the user has previously taken into account possible natural disasters, the possibility of terrorism and epidemics. That is why he does not consider the user’s subjective concerns as force majeure in case of cancellation. The organizer will, in accordance with the possible declaration of a state of emergency or other directives of competent authorities.
Fiscal slip: The travel organizer is obliged to record turnover through the fiscal cash register and issue a fiscal slip for each realized turnover. The moment of issuing the fiscal slips is the date when the traveler received from the travel agency the document on the right to go on the contracted trip (voucher), i.e. before departure.
Min. trg. and related order no. 011-00-0078/2009-02 dated 06.05.2009)
All oral and any other type of information, which differs from those contained in the Program, Agreement or Special Agreement and these General Terms and Conditions, do not bind the Organizer and cannot be the basis for raising objections or complaints from passengers.
4. OBLIGATIONS AND RIGHTS OF PASSENGERS
- To become familiar with the Program and General Conditions in detail, as well as all persons from the Agreement, to highlight special requirements that are not included in the published Program,
- To provide optional travel insurance policies, because the Organizer does not provide them and is not responsible for them,
- To pay the agreed price under the conditions, deadlines and in the manner provided by the Agreement,
- To provide the Organizer with accurate and complete data and documents needed for organizing the trip in a timely manner and guarantee that he, his documents, luggage, etc. meet the conditions determined by the regulations of our, transit and destination countries (border, customs, sanitary, monetary and other regulations),
- To compensate for damage caused to direct service providers or third parties by violating legal and other regulations and these General Terms and Conditions,
- To appoint another person to travel instead of him in a timely manner, to compensate the Organizer for the actual costs caused by the replacement and to be jointly and severally liable for the unpaid part of the contracted price,
- To communicate the justified complaint on the spot without delay, as a rule, in writing to the Organizer or to the persons listed in the travel documentation,
- That before the conclusion of the contract, it is informed through the website of the Ministry of Foreign Affairs of the Republic of Serbia (www.msp.gov.rs) and in other ways about the so-called countries. high or moderate risk;
- To inform authorized representatives of the Organizer about the exact time of departure and return from the trip within 24 hours at the latest but not earlier than 48 hours.
5. PRICES AND CONTENT OF SERVICES:
The price can be expressed in dinars and in foreign currency, and payments are calculated in dinars according to the official middle exchange rate on the day of payment. The prices are based on the Organizer’s business policy and cannot be objected to by the Passenger.
Services performed abroad (which are not pre-contracted and paid for) The passenger pays on the spot to the immediate provider of the service.
The price from the Agreement includes a pre-prepared and published combination of at least two or more of the following services of average quality common to the given destination and facilities, namely: accommodation, food, transportation, preparation and organization of the trip, for which a single price has been agreed to be paid by the traveler (further: Standard services). The price of the arrangement does not include, unless something else has been specifically agreed upon (further: Special contract), the costs of: local tourist guide, special services of the organizer’s representative, tourist animator, optional programs, use of sunbeds and umbrellas, obtaining visas, tickets to facilities and events, passenger and baggage insurance, room service, use of the room bar, air conditioning, recreational, medical, telephone, etc. service, reservation of a special seat in a means of transport, accommodation costs in a single room, rooms with special features (view, floor, size, balcony, etc.), additional meals, etc. (further: Special services). The intermediary is not authorized to contract special services on behalf of the Organizer that are not provided for in the Program.
The passenger is obliged to pay the price as agreed, and any complaints and objections to the quality of the services performed cannot affect the passenger’s contractual obligation, especially in the case of paying the price in installments, but in that case the provisions of point 13 of these general terms and conditions must be applied . The displayed prices at the reception, in the room or studio/apartment, if they differ from the contracted or those in the organizer’s price list, give the passenger the right to make a comparison, file a complaint and request a refund of any price difference. The highlighted category on the inside of the door in the rooms or studio/apartment in certain countries (Greece, Bulgaria…) does not mean that the category is comparable to ours, or categories in other countries and if it differs from the catalog, nor does it give the traveler the right to complain. Featured category is as well as price,.
Upon arrival at the accommodation facility, the owner or indirectly the agency representative may ask travelers to deposit their identity card or passport until leaving the facility. If the advance payment is not sufficient to cover the incurred cancellation costs, the traveler is obliged to compensate the organizer for the damage up to the full amount of the costs, which may be up to the agreed price of the arrangement. A traveler who does not comply with the house rules and disturbs the peace will be unconditionally canceled accommodation and in that case will be charged the entire amount of the accommodation, regardless of the shorter stay in it. In the event that the price of the arrangement is expressed per person, in the event that one person cancels the trip in a room/apartment/studio, other persons must pay the difference according to the price list or cancel the arrangement by applying the prescribed cancellation conditions. The agency does not have and does not provide information on weather conditions, during the construction season, during the working hours of catering facilities, in and around accommodation facilities, and therefore does not take responsibility for possible noise in the rooms/studios/apartments. Photos from the catalog, or from internet presentations of the interior contents of accommodation facilities and units, do not guarantee that the same appearance has not changed in the meantime, nor that the traveler will receive the same accommodation unit in appearance, equipment and size as shown in the photo. The third and fourth, auxiliary, beds can significantly reduce the space in the accommodation unit and they can be smaller than standard beds, pull-out, portable, metal or wooden, armchairs, etc., with a thinner than standard mattress. Accommodation facilities are not required to have safes, an appropriate number of tables and chairs in the restaurant, deckchairs and umbrellas around the pool and on the beach. Sunbeds and umbrellas are not always free around the pool and on the beach. Pools may be temporarily closed for cleaning, as well as during afternoon breaks and at night. The opening hours of the pool depend exclusively on the hotel/villa and may be twice. During the high season, in some resorts, due to the large number of tourists, there may be irregular supply of electricity and water, for which the agency cannot be responsible. The travel organizer is not responsible for the consequences caused by a power or water outage both in the selected facility and at the selected destination, which are caused by reasons beyond the influence of the travel organizer. In the event that the traveler threatens the agency or its representative or his behavior exceeds the limits of legally permitted and decent behavior, the representative is obliged to request the assistance or intervention of the police.
The duration of the arrangement is determined by the number of calendar days, counting from the day of the start to the day of the end of the trip, and not by the number of hours between the time of departure and return. The time of departure and arrival as well as the duration of the trip is determined by the procedures at the border crossings, the condition of the roads, the permits of the competent authorities, which the organizer cannot influence, and therefore the stated reasons cannot be the subject of complaints by the passengers. For traveling by bus, the agreed starting time of the journey is the meeting of the passengers at the place of departure of the bus on the first day of the journey, as a rule, 30 minutes before the published departure time. Analogous to the above, the first and last day are provided for the trip (and with some types of transport it can last for several days) and do not include a specific length of stay in the hotel or destination – but only indicate the day of the start and end of the trip, so the user of the service does not have the right to complain due to, for example, an evening, night or early morning departure, entering the accommodation unit late in the evening or leaving it in the early morning hours, etc.
The conditions related to obtaining discounts for children as well as other benefits that are specifically provided in the Program are determined by the direct service providers and should be interpreted restrictively (e.g. for children up to two years of age, the calendar date when the child turns two is relevant in relation to the day of the start of the trip and not the date of conclusion of the contract). In case of wrongly stated age of the passenger, the Organizer has the right to charge the difference up to the full price of the trip.
They are not included in the price and the Organizer cannot be responsible to the Traveler for optional and subsequently performed services, which are performed and charged by a foreign partner, i.e., a direct service provider, and which were not provided for in the Program or Special Agreement, as well as for the Passenger’s participation in sports and other free activities.
The organizer is not responsible for service descriptions in catalogs or on the web site of direct service providers.
Excursions organized by a local agency are paid on the spot in local currency, without the responsibility of the tour operator or agency representative for the quality and affordability of the price. Excursions are not an integral part of the travel program and represent a separate contract concluded with the organizer of the excursion, a foreign agency (which also makes payment in effect, abroad) at the final choice of the traveler himself, so the organizer cannot be responsible for excursions or other types of programs. Excursions are not an integral part of the travel program (except for circular tours where the excursion offer is listed in the travel program under the optional program with the description, content and price of the excursion) and any complaints can only be submitted to the local agency on the spot. If the organizer publishes in its catalog information about the organization of on-site excursions by third parties, it does so for information purposes, not for propaganda purposes.
Verbal and any other type of information, which differs from that contained in the written travel program or a separate written contract, does not bind the organizer and cannot be the basis for raising complaints or complaints from passengers.
6. PRICE CHANGE AND THE PASSENGER’S RIGHT TO CANCELLATION:
The organizer may request an increase in the agreed price before the start of the trip if, after the conclusion of the Agreement, there has been a change in the carrier’s tariffs and in other cases provided for by law.
If, within the specified period, the traveler does not notify the organizer in writing that he is withdrawing from the contract, he is considered to have agreed to the new price, which can also be through the payment made. …) cannot refer to already concluded contracts and cannot be the basis of any complaint-complaint of the passenger towards the organizer.
7.CATEGORIZATION AND DESCRIPTION OF SERVICES:
All services listed in the Program include standard services of average quality, common and specific to certain destinations, places and facilities. In case the traveler wants some services outside the Program, he must conclude a Special Agreement. The Organizer is not responsible for descriptions of services in catalogs – publications or on the websites of Intermediaries and direct service providers (e.g. hotels, carriers, etc.), unless the Traveler has been expressly referred to them. The Organizer is only responsible for the descriptions of the services contained in its Programs, i.e. on its website, with the fact that obvious typographical and calculation errors give the Organizer the right to dispute the error in question before signing the Agreement.
Accommodation facilities and accommodation units, means of transport, etc. the services are described according to the official categorization of the domicile country at the time of publication of the Program, they are different and not comparable by destination, even within the same destination. Food, comfort and quality of service depend primarily on the price of the arrangement, 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 date of the trip determined by the Program does not imply a full-day stay of the traveler in the accommodation facility, i.e. the destination. The time of departure or arrival of passengers and the entry or exit of passengers from the accommodation facility is determined by procedures at border crossings, road conditions, permits from the competent authorities, technical and weather conditions or force majeure that can 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. The first and last day of the Program are intended for travel and do not include a stay in a 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, entering the room at late hours in the evening hours, leaving the hotel in the early hours of the morning and the like. For air travel arrangements, the agreed travel start time is the passenger’s meeting at the airport, which is at least 2 hours earlier than the first published departure time by the airline. In the event of a postponement of the specified flight departure time, the Organizer bears no responsibility, but national and international regulations in the field of air traffic are applied. As a rule, the departure – arrival, take-off – landing of charter flights is in the late evening or early morning and if, for example, provided the agreed initial or final meal in the form of so-called of a “cold meal” outside or 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-necessary assistance to the Traveler according to pre-determined periods of periodic duty published on the notice board or in another suitable way. The instructions and instructions of the authorized representative of the Organizer (especially in relation to the time of departure, transportation, accommodation, legal and other regulations, etc.) are binding on the passenger, and non-compliance with the mentioned instructions constitutes a violation of the Agreement and all possible consequences and damages in such a case are borne by the Passenger in full.
The villa is an accommodation facility intended for accommodation of guests in the summer period, without heating. It has no reception and consists of studios or apartments, and very rarely rooms. The category is defined by numbers and the organizer cannot guarantee the quality of the local categorization. In villas in Greece, accommodation is in studios and apartments. Studios are one-room accommodation facilities, and in apartments, the bedroom is separated from the kitchen area by a door or corridor. All apartments/studios are moderately comfortable, equipped only with basic furniture and basic kitchen utensils for the expected number of passengers. Basic kitchen utensils: shallow and deep plates, cups, glasses, pot, pan and coffee pot. Basic furniture: specified number of beds, wardrobe (no drawers, only wardrobe with hangers), table, chairs. In the apartments/studios, you can, apart from the above, find additional accessories and furniture. All utensils and furniture have already been used by guests, they are not in new condition, but they are correct for use. If any of the listed accessories or inventory is not in the apartment or is in an incorrect condition, please contact your representative, who is obliged to remedy the deficiency within a reasonable period of time. The organizer’s obligation is to ensure the functionality of the entire listed inventory, but not to beautify its aesthetic appearance, thus the organizer cannot be responsible for the visual condition and it cannot be the subject of a possible passenger complaint. During their stay, the guests themselves maintain the cleanliness of the apartments/studios and are obliged to hand it over for further use in the condition in which they found it (garbage taken out, dishes washed, floor cleaned…). Apartment cleaning by cleaners, it is performed only on the days of guest changes (when some guests leave the apartments, and others settle in). Due to time constraints, cleaning does not mean defrosting the refrigerator, scrubbing the tiles, hotplates/stoves… All apartments have bed linen and blankets for the expected number of guests Bed linen is changed every 5-7 days, guests change it themselves by borrowing clean bed linen and returning used bed linen to the owners. Due to the blankets not being used during the winter, they may feel stale during the first use in the spring days. Certain construction and furnishing standards are not adequate to ours, such as in the bathroom (construction method and capacity of simultaneous use of hot water in the building) which could lead to conditions of difficult supply of hot water, which the organizer cannot influence. During the high season, there may be a period of difficult water supply, exceptionally, up to the complete disappearance of water, due to high consumption in certain parts of the day, which the organizer cannot influence. Leaving the apartment is only possible between 08:00 and 24:00. In facilities with the use of a swimming pool, the use of the pool is subject to compliance with the rules defined in writing and displayed next to the pool. Failure to comply with the stated rules entitles the owners to remove guests from the pool. The TV sets found in villas can be of different sizes and of different quality of image reception and with mostly domestic channels. Remote controls: When collecting the keys, guests receive remote controls (TV, AC). They are obliged to hand over the same in good condition when paying off the debt and leaving the apartment. On the first and last day of stay in the place, there is no space for daily rest of the guests, nor is there a place to store things. Tap water is not potable and all guests are recommended to use bottled water that can be purchased in supermarkets. In the villas that are used for the accommodation of guests, the joinery and furniture in the apartments, studios and rooms are designed and made only for renting out during the summer season and accordingly do not have ideal thermal and sound insulation.
The hotel is an accommodation facility that has a reception desk, as well as all other hotel facilities and consists of several types of rooms. The category is defined by stars or letters and the organizer cannot guarantee the quality of the local categorization. Village, Resort, Club is a complex consisting of several buildings, bungalows and/or outbuildings (separate accommodation units with a central reception with a lobby and other associated hotel facilities). It consists of several types of rooms, and the category is defined by stars or letters, and the organizer cannot guarantee the quality of the local categorization. An apartment-type hotel (aparthotel) is an accommodation facility that has a reception desk, often a small lobby, and accommodation units are studios, apartments, and sometimes rooms. Offered hotels, apartments, other facilities, as well as means of transport in ROYAL TOURS programs are described according to the official categorization of the domicile country. In the travel program, the valid hotel category is specified, on the day of the conclusion of the contract between the travel organizer and the international partner. Nutrition, comfort and the quality of other services are determined by the category and above all the price, and are under the supervision of local tourist laws, with the fact that the standards of accommodation and services are different and not comparable in certain destinations. All services listed in the travel program imply average standards of quality (comfort), common and specific for certain destinations and places, and if the traveler has not specifically contracted services of a different scope, quality and characteristics, there is no basis for submitting a complaint to the organizer. The descriptions contained in the organizer’s offer refer exclusively to the accommodation facilities with associated accompanying contents, and not to the wider environment (for example, surrounding facilities, terrain configuration, etc.). Certain facilities mentioned in the program do not have to be in operation, especially, taking into account the calendar period of stay as well as other parameters (e.g. outdoor pool in winter and indoor pool in summer…) and all in accordance with the hotelier’s rules. The quality and quantity of food in hotels depends on the local categorization and the diet and customs of the local population. Most hotels do not allow food and drinks (not even water) to be brought into the hotels, but are sold in the hotel shops. Very often, accommodation units of the same category and price, but also within the same facility, are not the same. Size, the number of floors and the view from the rooms/studios/apartments is not within the competence of the agency. In low season conditions, and sometimes during high season, it is possible that some of the contents of the hotel, catering and commercial facilities of the resort/winter resort are not in operation, for which the agency cannot be responsible. If the traveler does not have a specially contracted room/apartment/studio with special characteristics (sea view, floor space, room for the disabled…), he will accept any accommodation unit in the contracted facility from the travel program. The agency cannot influence the allocation of rooms in the hotel (exclusive competence of the reception desk).
Explanations: 1/1, 1/2, 1/3, 1/4 … single, double, triple, quadruple room, studio or apartment
- 1/2+1, 1/3+1 double/triple room, studio or apartment with a non-standard size bed included in the price and usable by adults and children
- A room is an accommodation unit in a hotel or villa that does not have kitchen elements, and sometimes a terrace
- A studio is an accommodation unit in a villa, with or without an entrance hall, in which there is generally a part with kitchen elements and basic cutlery for the appropriate number of people, beds, wardrobe, separate bathroom and terrace in the same space.
- An apartment is an accommodation unit in a villa (often without an entrance hall) consisting of a bedroom with 2 to 3 beds, a living room with kitchen elements, one or two beds, i.e. a sofa or bed that can be opened for one or two people, a bathroom and terraces. The bedroom is not always separated from the living room by a door, but sometimes only a corridor separates them
- A duplex is an accommodation unit in a villa that consists of 2 or 3 bedrooms with 2 to 3 beds each with or without a living room in which there are kitchen elements, one or two beds, i.e. a sofa or an opening bed (couch) for one to two persons, bathrooms and terraces-TWC is a toilet/bathroom with or without a standing shower
- Rent – applies to studios/apartments and includes the costs of electricity, water, inventory use and utility tax. Bed linen is an integral part of the inventory (the change is made once during the shift, i.e. every 5-7 days), but not towels, toilet paper, soaps, means for maintaining hygiene and washing dishes. Guests maintain their own hygiene and take out the trash. The rental starts on the first day of stay after 3:00 p.m., and ends on the last day by 9:00 a.m. – An extra bed is a bed whose presence can significantly reduce the space in the room/studio/apartment and is often smaller than a standard bed, pull-out, portable , metal or wooden, armchair, etc., with a mattress thinner than standard
- A couch or sofa is a bed with a backrest, usually openable or extendable, with or without handrails on the sides, less comfortable and smaller in size than standard beds
- A Greek / French / double bed is a bed for two people with a width of 120 – 150 cm
Useful information: Due to the preservation of the environment, the natural ecological environment and the cleanliness of the sea, spraying against mosquitoes and other insects is not carried out in the coastal areas, so it is possible for them to appear in accommodation facilities and on the beaches. Guests can protect themselves from insects by purchasing insect repellent sprays or devices in supermarkets. In some buildings, due to the greenery and lush vegetation in the surroundings or the urban environment, it may happen that insects, rodents, amphibians, reptiles, etc. appear in the room. (especially pronounced in times of rain and high humidity) for which the agency cannot be responsible. If this happens, they are obliged to immediately inform the representative who will take all necessary further measures. Due to the proximity of the facilities to large bodies of water, the concentration of air humidity has increased, which is especially felt at the beginning of the season around and in the accommodation facilities themselves. Drainage and sewage pipes in all accommodation facilities in Greece have a narrower diameter than those used in Serbia, so the local rule that everyone follows is that toilet paper and everything else that can lead to clogging of drainage pipes are not thrown into the toilet bowl, but into the that provided bins that are located in all sanitary units. The warning that it is forbidden to throw toilet paper into the toilet bowl is found on almost all facilities in Greece, including villas, hotels, restaurants… it is a warning not to throw toilet paper and cotton wool into the toilet bowl, do not spill grease, food residues, waste and the like, due to standard narrow sewer pipes and possible congestion. If the pipe becomes clogged, guests bear the cost of unclogging the pipe in the room/studio/apartment/villa. Calling Serbia from Greece is done by dialing the code 00381 for Serbia, then the area code for the city without the zero. Tap water is not potable and all guests are recommended to use bottled water that can be purchased in supermarkets. Restaurants located in resorts differ in atmosphere, size, appearance, service offer and prices. We ask passengers to inform themselves about the offer and prices of the services provided by the restaurants before using the services and consumption. The shops located in the resorts differ in size, appearance, product range and prices. We ask travelers to inform themselves about prices in supermarkets before paying. The stay of pets is not allowed in the accommodation facilities of the Organizer. It is strictly forbidden to bring persons who are not users of the same accommodation facility to the accommodation unit. It is not allowed to bring easily flammable and explosive materials, pyrotechnics, as well as things and food with a strong and unpleasant smell into the accommodation unit. Also, the use of electrical appliances that are not for home use and that have a high consumption and that can cause malfunctions in the electrical installations due to their load is not allowed in the accommodation unit. Failure to comply with these provisions entitles the owner of the villa, hotel or agency to cancel accommodation for guests, in which case the entire amount of the accommodation will be charged regardless of non-stay.
Changes or deviations of individual services that are not caused by the will of the Organizer are allowed if they do not reflect negatively on the overall concept of the contracted trip. If, for the reasons mentioned, the flight or transport needs to be moved to another airport or place, the Organizer bears all the costs of alternative transport at least in the amount of the 2nd class transport ticket. class transport,
When a third party takes the place of the person who booked a certain tourist service, the Organizer has the right to compensation for the incurred necessary costs of the change. The passenger and the person taking his place are jointly and severally liable for the payment of the agreed price and the costs of replacing the passenger. The organizer will not accept the replacement of passengers if the change is not timely, if there are special requirements in relation to the trip or if it is not in accordance with legal or other legal regulations.
8. ACCOMMODATION, FOOD AND TRANSPORTATION:
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, number of floors, proximity to noise, parking, etc. features,
- Accommodation of the Traveler in the facility is no earlier than 3:00 p.m. on the day the service begins, and leaving the facility no later than 9:00 a.m. on the day the service ends. The traveler has no right to a refund due to arbitrary, i.e. occasional or premature departure from the accommodation facility caused by his own fault, neither for the price of hotel services, nor for the price of transportation,
- The functioning of air conditioners in accommodation facilities is different according to destinations and facilities and does not imply continuous operation of the same 24 hours a day,
- The Organizer is not liable to the Passenger for damage caused by his non-compliance with legal regulations, prescribed rules and customs established by carriers, hoteliers and other direct service providers.
- If two or more people have booked a double or multi-bed room or ship’s cabin, etc. together. and there is no third person replacing one of them, the Organizer has the right to charge the full price of the accommodation unit.
- After the start of the tourist trip, due to sudden and justified reasons, the contracted accommodation can be replaced without the consent of the Traveler by accommodation in an object of the same or higher category in the contracted place of accommodation at the expense of the Organizer, and the accommodation in objects of a lower category can be carried out with the consent of the Traveler and refund of the difference in the price proportionally reduced category of accommodation facility.
- The traveler undertakes to familiarize himself with and respect the rules of behavior in the accommodation facility, especially regarding: depositing and keeping money, valuables and valuables, bringing food and drinks into the rooms, observing order, staying and leaving the room at a certain time, the number of people in the room, etc. because the Organizer is not responsible for damages caused on that basis.
8.2. Diet: Unless otherwise specifically agreed:
- The variety, quality of food and food service depends mainly on the price of the arrangement, the category of the facility, the destination and local customs, regardless of whether the service is self-service or served (menu).
- ALL INCLUSIVE or ALL INC service. LIGHT and any other implies services according to internal hotel rules and does not have to be identical even within the same category at the same destination. The organizer informed the traveler about the contents of the ALL INCLUSIVE service in written form with the travel program.
- Breakfast, unless otherwise indicated in the Program, includes a continental breakfast.
- If the capacity occupancy in hotels is below 30%, it is possible to serve food instead of self-service. The food conditions are identical in the accommodation facility, regardless of whether children, elderly people or people with special needs are traveling according to the contract. In the event that the Traveler reaches a different agreement with the immediate catering provider on the spot, the Organizer bears no responsibility for the catering services provided in accordance with that agreement.
8.3. Transportation: Unless otherwise specifically agreed:
- Transportation and transfers are performed by standard tourist buses or other means according to the regulations and criteria valid in the country where the carrier engaged by the Organizer is registered and the regulations, principles and rules determined by the carrier are applied (e.g. transportation in any means of transport does not imply numbered seats, nor included meals and drinks during the trip, etc.). The passenger has the obligation to accept every offered seat in the means of transport.
- Bus transportation to the resort is not intended to take passengers and their luggage to the accommodation facility itself, but as close as possible to the facilities, depending on the conditions and possibilities on the spot. Considering that luggage is unloaded in resorts on average 500-900 m from villas and hotels, we ask customers to adjust the amount of their luggage to their carrying capacity. If the baggage is damaged due to an inappropriate amount and content, the passenger has no right to compensation for the damage, but the passenger bears the resulting damage. In case of damage to the luggage caused by the carelessness of the carrier, a report is drawn up on the spot, which is certified by the signature of the injured passenger and the tour guide/companion on the bus, based on which a request for compensation can be submitted to the travel organizer within 8 days of returning from travel.
The time and place of departure of the bus are indicated in the contract, and the times and places of stops along the way are indicated in the price list/travel program, in order for passengers to enter the bus during the trip to the resort and are subject to change. The time determined for the return of passengers from the resort (depending on the destination, i.e. foreign country) is subject to correction by applying the current law on traffic and off-line transportation of passengers in road traffic. The stated departure and return times/bus timetables are expected times and are subject to change due to the stated situations.
With their decision to pay for a group trip, the travelers have consciously taken upon themselves the obligation to adhere to the program, travel conditions, to move according to the program set for the group and to adhere to all agreed hourly rates. The organizer is obliged to realize the mentioned trip with a group of passengers and is not obliged to wait for individual passengers for longer than 15 minutes, but continues the trip with the group. Acceptance of passengers in transit cannot be longer than 15 minutes. The organizer cannot be held responsible if the passenger is late for the transportation for any reason, because it is solely the fault of the passenger himself.
Own transport: By deciding to use transport with their own car, the parties assume the responsibility of taking care of the safety of their car as well as its parking.
- The organizer has the right to hire all types of tourist buses for transportation that meet the conditions stipulated in the regulations (mini bus, bus or double decker), as well as other means of transport if the circumstances require it,
- Toilets are not in use during the bus ride, unless it has been approved. The passenger is obliged to compensate all the damage caused by his carelessness in the means of transport on the spot. – The passenger has the obligation to behave appropriately in the means of transport and respect the traffic regulations and rules on the transport of passengers, otherwise the Organizer has the right not to accept him on the transport or in the presence police away from the means of transport and further transportation to the destination will not be the responsibility of the Organizer. If the Passenger cancels the trip due to being removed from the vehicle, the cancellation scale from point 12 of the General Terms and Conditions will be applied.
- The travel direction, breaks, places and their duration are determined by the guide / driver, and he has the right to change the driving schedule, route itinerary, or the order of site visits due to unforeseeable, unavoidable or safety and similar circumstances. The organizer has the right to detour up to 30 km of the main route in order to accommodate passengers.
- Inconsistency of personal data given to the organizer with data in the Passenger’s passport (names of passengers, etc.) may result in the issuance of a new plane ticket, with costs, or even declaring the ticket irregular, for which the Passenger bears the consequences. The passenger is responsible for his plane ticket from the moment it is handed to him at the airport or agency. It is not possible to issue a duplicate plane ticket or boarding pass. The passenger fully bears the consequences of their loss or disappearance during the trip.
- Airline or special transportation tickets are valid only on the dates and times indicated on them.
9. TRAVEL DOCUMENTS, HEALTH AND LEGAL REGULATIONS:
All conditions published in the Program apply exclusively to citizens with a travel document of the Republic of Serbia. The organizer is not responsible and is not obliged to inform travelers who are citizens of other countries about the conditions (visa, customs, health, etc.) that apply to the destination or transit country, but it is the duty of the foreign citizen to inform himself at the competent consulate and that the Traveler himself meets the necessary conditions and provide documents in a timely and orderly manner. A traveler traveling abroad must have a valid travel document with a validity period of at least 6 months from the date of the end of the trip and submit the correct and complete necessary data and documents to obtain a visa to the organizer within the deadline, if the same is obtained by the Organizer. The official of the Organizer’s agency, nor of the Intermediary, is not authorized to determine the validity of travel and other documents. When the Organizer intervenes in the process of submitting documents, the Organizer does not guarantee obtaining a visa, or obtaining a visa within the deadline, and bears no responsibility for incorrect travel and other documents or if the border authorities or immigration services do not approve entry, transit or further stay of the Traveler. If the Passenger loses his travel documents or they are stolen during the trip, he is obliged to provide new ones in a timely manner at his own expense and bear all possible adverse consequences on that basis.
The passenger is obliged to contract special services related to his health condition, such as specific diet, housing characteristics, etc. due to chronic illness, allergy, disability, etc. otherwise, the Organizer does not assume any special obligation, responsibility or damage on that basis. For trips to countries, where special rules apply that include mandatory vaccinations or the acquisition of certain documents, it is the responsibility of the traveler to perform the necessary vaccinations and provide appropriate certificates thereof, and in case of possible consequences, he is responsible for the damage.
The passenger is obliged to strictly comply with customs, foreign exchange, etc. regulations of the Republic of Serbia, transit countries and the countries in which they are staying, and in the event of the impossibility of continuing the journey, i.e. stay and everything else, all consequences and costs are borne by the traveler himself.
If the trip cannot be carried out due to the passenger’s failure to comply with the provisions of this point, the provisions of point 12 of the General Terms and Conditions shall apply. General Terms and Conditions.
Baggage transportation up to a certain weight determined by the airline is free of charge. Excess luggage is paid by the passenger according to the valid prices of the carrier. Transportation of special luggage from the airport to the hotel and back is the sole responsibility of the Passenger. At all airports, special safety rules regarding hand luggage are applied, so we recommend that for more information, the passenger is informed at Nikola Tesla Airport in Belgrade or at the website: www.beg.aero. Damage and loss of luggage on flights The passenger is obliged to report without delay on the spot to the competent airport service for lost luggage, because airlines usually refuse compensation if the damage report form is not filled out and submitted.
When traveling by bus, the passenger can take 2 pieces of personal luggage per seat user and hand it over to an authorized person of the Organizer. The passenger is obliged to take care of his belongings brought into the means of transport (personal luggage), to give or pick up the luggage handed over to the authorized person of the carrier, or brought into the accommodation facility. The transfer of luggage from the parking place to the accommodation unit is the obligation and responsibility of the traveler (transportation will be as close as possible to the accommodation facility). The Organizer is not responsible for things left in the means of transport after the end of the travel program.
Except in the case of negligence and gross negligence, the Organizer is not responsible for luggage and items, which are not normally taken with them, except when they have expressly taken the items for safekeeping. That is why it is not recommended for the Traveler to carry valuable and valuable items on the trip.
It is the passenger’s duty to visibly mark their luggage with personal information, and not to leave personal documents, belongings and valuables in the parked vehicle without the supervision of authorized persons (driver, guide), otherwise the Organizer is not responsible for their disappearance. . P It is recommended that documents, jewellery, valuables, technical instruments and medicines be carried exclusively in hand luggage. The passenger has the obligation to report the loss, damage or disappearance of luggage during the trip to the representative of the Organizer.
11. CHANGE AND CANCELLATION OF THE CONTRACT BY THE ORGANIZER:
11.1. Before the start of the trip: The Organizer is obliged to inform the Traveler about any significant change in the Travel Program, immediately upon learning, and the Traveler has a deadline of 48 hours from the day of receiving the notification of the change to answer the Organizer whether he accepts it. Acceptance of the new offer can also be done through the payment of the newly agreed price. In the case of accepting a new offer, the Traveler has the right to a proportional reduction in the price in case the new offer is lower than the originally agreed upon, that is, he has the obligation to pay the price difference between the original and new offer, if the offer is higher than the originally agreed upon. . If he does not accept any alternative offered by the Organizer, the Traveler has the right to a refund of the total price paid.
The organizer has the right to terminate the Agreement in case of:
- insufficient number of registered passengers, on the condition that the Traveler was informed about this no later than 5 days before the start of the tourist trip and
- due to the impossibility of fulfilling contractual obligations for which the contracting parties are not responsible, and which, if they had existed at the time of the publication of the Program, would have been a justified reason for the Organizer not to publish the Program and not to conclude the Agreement, with the obligation to return the paid funds to the Traveler within 15 days at the latest on the day of termination.
In case of acceptance of the new contract, the Traveler waives any claims against the Organizer based on the originally concluded Contract.
11.2. During the trip: During the trip, the Organizer reserves the right to change the day or hour of the trip, as well as the right to change the travel route and the necessary changes to the Program if the conditions for the trip change (changed flight schedule, forced landing, failure of the means of transport, congestion at the borders or in traffic, closure of one of the locations planned for the tour, 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 passenger fees. In the mentioned cases, the Organizer bears any additional costs of changing the Program.
The Organizer is released from the fulfillment of the Agreement if the Traveler interferes with the implementation of the trip due to rude and improper behavior, regardless of the issued warning. In that case, the traveler has the obligation to compensate the organizer for any damage caused.
In the event of the occurrence of extraordinary circumstances during the trip that could not be foreseen in advance, and which can be brought under force majeure (terrorist attacks, state of emergency, explosions, infections, epidemics and other diseases, natural disasters, climatic conditions, etc.), both the contracting parties have the right to terminate the Agreement, whereby the Organizer has the right to actual or incurred costs and the obligation to pay half of the Passenger’s return transportation costs. The Organizer does not assume any responsibility if the Passenger refuses the offered return with the provided means of transport,
12. CANCELLATION OF THE CONTRACT BY THE PASSENGER:
12.1. Before the start of the trip: The traveler has the right to cancel the trip, about which he is obliged to inform the Organizer in writing in the manner in which the Agreement was concluded. The date of written cancellation of the Agreement is the basis for calculating the compensation due to the Organizer, expressed as a percentage of the cancellation scale in relation to the total price of the trip, unless otherwise specified by the Program, namely:
5% if the trip is canceled up to 60 days,
10% if the trip is canceled from 59 to 45 days,
30% if the trip is canceled from 44 to 30 days,
50% if the trip is canceled from 29 to 21 days,
80% if the trip is canceled from 20 to 10 days,
90% if the trip is canceled from 9 to 6 days,
100% if the trip is canceled from 5 to 0 days before the start of the trip or during the trip
Changing the agreed place, travel date, means of transport, accommodation facility, accommodation unit, failure to obtain a visa, non-payment of the agreed price, etc., is considered the cancellation of the trip by the passenger.
The traveler is obliged to compensate the Organizer only for real, i.e. incurred costs (costs of transportation, accommodation, travel organization, etc.), if the cancellation occurred due to:
sudden illness of the passenger, spouse, child, parent, brother or sister of the passenger, adoptee and adopter, death of the passenger, spouse, child, parent, brother or sister of the passenger, adoptee and adopter, call for military training of the passenger or natural disaster or state of emergency officially declared by the competent authority of the country of travel.
For the mentioned cases, the Traveler is obliged to provide the Organizer with proof of the rights from the health insurance based on the temporary inability to work (certificate of the chosen doctor from the field of general medicine, i.e. the discharge list of the inpatient health institution which expressly confirms the sudden illness and inability to travel), i.e. the death certificate , that is, a call for a military exercise. Cases of 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 country of travel cannot be considered justified reasons for the cancellation or interruption of the Traveler’s trip. .
Sudden illness means a sudden and unexpected illness diagnosed by an authorized doctor, that is, an infectious disease or an organic disorder, which occurs after the conclusion of the travel contract and is not related to, nor is it a consequence of, any previous health condition, and is of such a nature that it requires treatment, stay in the hospital (hospitalization) and prevents the start-use of the contracted trip. The Organizer, in the event that the Traveler provides a suitable replacement or the Organizer himself performs the replacement, is obliged to return the paid funds to the passenger in the total amount, after deducting only actual and incurred expenses. The organizer is obliged to conclude a contract with the new passenger in case of replacement of the passenger.
In the event of cancellation of a trip covered by an insurance policy, the traveler obtains his right directly from the insurer.
In case of withdrawal from the Agreement, the amount paid to the Organizer for mediation in obtaining visas, as well as paid legal and other obligations, will not be returned to the traveler.
12.2. After the start of the trip: If, due to the cancellation of the trip, the Traveler does not use some of the contracted services due to his own fault, the Organizer will try to get compensation from the service provider for the unused services. If the service provider does not return the money, the Traveler is not entitled to a refund of the corresponding part of the price of the unused trip. If it is an insignificant service or value, the Organizer is released from this obligation. If, due to the Organizer’s fault, a significant part of the services specified in the Agreement are not performed, the Organizer is obliged to implement all measures so that the trip can continue or to offer the Traveler other appropriate services until the end of the tourist trip without additional costs for the Traveler, all in accordance with point 13 of these General Conditions, without affecting other legal rights of the Passenger.
13. INSURANCE AND TRAVEL GUARANTEE:
Travel insurance is not included in the price of the trip. The organizer advises taking out travel cancellation insurance, travel liability insurance, health insurance and accident insurance. If the Organizer and the Intermediary offer travel insurance, it is only mediation. The insurance contract is concluded only between the Traveler and the insurance company, to which any requests are sent directly. You should read the insurance conditions and obligations from the insurance contract. Insurance premiums are not an integral part of the travel price and are due immediately upon conclusion of the insurance contract. By signing the Agreement, the Traveler confirms that he has been informed and instructed on the provision of the travel insurance package. The travel insurance package does not cover mandatory health insurance, and the Traveler is recommended to provide the same himself
In accordance with the provisions of the Law on Tourism, the Organizer has a deposit in the amount of 2,000 euros and a bank travel guarantee with a total coverage limit of 50,000 euros for a license ranked in category A and a turnover of 20,000,000 to 60,000,000 dinars, namely:
Liability insurance of travel agencies in the event of A) insolvency and liability in the event of B) damage caused to the traveler
A) insolvency of the tour operator, the following are provided:
- The costs of the necessary accommodation, food and return of passengers from the trip to the place of departure in the country or abroad
- Claims of paid funds of travelers based on the Travel Contract, which the Travel Organizer did not realize
- Claims of the paid funds of the passenger in case of cancellation of the trip by the passenger, in accordance with the General Conditions of Travel
- Claims for the difference between the funds paid on the basis of the Travel Contract and the funds reduced in proportion to the non-performance or incomplete performance of the services included in the Travel Program
B) compensation for damages – compensation for damages caused to the traveler by non-fulfilment, partial fulfillment or improper fulfillment of the travel organizer’s obligations, which are determined by the General Conditions and the Travel Program:
- For the claim of paid funds of travelers based on the Contract on tourist travel that the travel organizer did not realize i
- To claim the difference between the funds paid on the basis of the Travel Contract and the funds reduced in proportion to the non-performance or incomplete performance of the services included in the Travel Program.
The travel guarantee is according to the Travel Guarantee Agreement No. 71-805-0168393.4 dated 11.10.2022. of the year concluded with the Recipient of the bank guarantee ASSOCIATION OF INDEPENDENT TOURIST AGENCIES “ANTAS”, Belgrade, Balkanska 28. Bank guarantee number 71-805-168393.4, issued by the bank guarantee provider HALK BANK A.D BELGRADE, Milutina Milankovica 9e, MB.07601093, 11000 Belgrade, Serbia from 11.10.2022. year with a term of validity until 12.10.2024. years.
The period of coverage of the travel guarantee is from the date of its issuance until the end of the contracted tourist trip, i.e. until the passenger returns to the contracted destination.
If it is determined that the request of the user of the travel guarantee is well-founded, the travel guarantee is activated within 14 days from the date of submission of the application with complete documentation, at the Recipient of the bank guarantee ASSOCIATION OF INDEPENDENT TOURIST AGENCIES “ANTAS”, tel. +381 11 3629 171, in writing or by telegram to the address Balkanska 28, Belgrade or to e-mail: firstname.lastname@example.org
(The passenger realizes his rights for compensation of damages on the basis of a legally binding and enforceable court verdict, i.e. a decision of an arbitration court or other out-of-court settlement of a consumer dispute, in accordance with these General Terms and Conditions). By signing the Agreement, the Traveler confirms that he has received the Travel Guarantee Certificate, Travel Program, General Travel Conditions and General Insurance Conditions and accepts them in full.
14. ASSISTANCE, COMPLAINTS, CLAIMS AND DISPUTE RESOLUTION:
The travel organizer is obliged to prominently display at the point of sale a notice about the method and place of submitting a complaint and to ensure the presence of a person authorized to receive complaints during working hours.
The travel organizer is obliged to keep records of complaints received, and to keep them for at least two years, from the date of submission of the passenger’s complaint.
The traveler is obliged to communicate a justified complaint to the local representative of the Organizer without delay, and in urgent cases, if he is not immediately available, to the immediate service provider (e.g. carrier, hotelier, etc.), or if these persons are not listed in the travel documents, directly to the Organizer .
For help, emergencies and other cases, as well as complaints, the Traveler can contact the Organizer via tel. number +381 11 6307177, MOB. +381652212396, on weekdays from 08:00 to 17:00, on Saturdays from 09:00 to 14:00 CET (in the period of realization of the arrangement) or via e-mail: email@example.com. For urgent and similar procedures, it is necessary for the Traveler to provide the contract number, place of travel, name of the accommodation facility, passenger’s name, address or phone number, etc. through which he can be contacted.
The traveler is obliged to cooperate in good faith and wait patiently for a reasonable period of time (up to 48 hours) for the justified complaint to be removed on the spot (e.g. refrigerator failure, power or water outage, poorly cleaned apartment, etc.) and to accept the offered solution that corresponds to the contracted service.
If the cause of the complaint is not removed on the spot, the Traveler and the organizer’s representative draw up a written confirmation of this in two copies, which both parties draw up and sign. The passenger keeps one copy of this certificate.
If the cause of the complaint is removed on the spot, the Traveler is obliged to sign a confirmation of the same, otherwise the fact that he continued to use an adequate alternative solution is considered that the Program has been completed in its entirety. Local representatives do not have the right to recognize any requests for compensation, but only the Organizer.
The passenger cannot demand a proportional reduction in the price, termination of the Agreement and compensation for damages if he negligently and in the prescribed manner fails to inform the authorized representative and the Organizer on the spot, without delay and in a timely manner about the shortcomings between the provided and contracted services.
If the deficiencies are not eliminated on the spot, the Traveler is obliged to submit a substantiated and documented complaint (written complaint on the spot, invoices on paid expenses, request by type of unperformed services factually specified and quantified in relation to each passenger individually, witnesses and other evidence) and demand a refund of the price difference between contracted and unperformed or partially performed services. Each traveler who signs the contract in his own name and on behalf of the person from the contract or a person with a proper power of attorney for representation submits a complaint individually, because the organizer will not consider group complaints. The passenger can declare a complaint orally at the point of sale where he concluded the Travel Contract,
The organizer is obliged to process only timely, reasoned and documented complaints, after the complaint made by the Traveler, whose cause could not be eliminated during the trip on the spot, and to issue a written confirmation to the Traveler or confirm the receipt of the complaint electronically, i.e., communicate the number under by which his complaint was filed in the record of received complaints.
It is preferable for the Traveler to submit the complaint in writing to the Organizer’s address in Belgrade, street Bulevar oslobodjenja no. 5, Belgrade.
The organizer is obliged to deliver a written answer to the traveler within 8 days and to pay the price difference within 15 days, if the complaint is founded, from the day of receipt of the proper complaint. The travel organizer can extend this deadline with the consent of the Traveler and record it in the complaint book.
If the complaint is not complete and needs to be edited, the organizer will send the passenger a response to edit it within the given deadline under the threat of failure.
The price reduction following a passenger’s complaint can only reach the amount of the advertised and unexecuted part of the service, it cannot include already used services, nor reach the amount of the entire contracted price. The amount of compensation, which is paid upon a well-founded and timely complaint, is proportional to the degree of unperformed or partially performed service. If the Traveler accepts the payment of compensation in the name of a proportional reduction in the price, or any other type of compensation, it is understood that he agrees with the organizer’s proposal for a peaceful settlement of the dispute, and thus waives all further claims against the Organizer in connection with the disputed relationship, regardless of the fact whether he signed a written confirmation of the refund with a clause on 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, when the Organizer has offered 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 conclusion of the travel contract, and other available evidence, and that the organizer acted in accordance with positive regulations.
Any request by the Traveler to initiate proceedings before other persons before the expiration of the deadline for resolving complaints will be considered premature, as well as informing the public media and the media of a violation of the Agreement.
15. TRAVEL PROGRAM ON PASSENGER REQUEST AND INDIVIDUAL SERVICES:
15.1. Travel program at the request of the Passenger: Individual travel (further: Program at the request) of the Traveler is a combination of two or more services, which is not offered by the Organizer, that is, which the Organizer has not previously published, but has made it at the request of the Traveler.
The provisions of the previous clauses of these General Terms and Conditions shall apply analogously to the On-Demand Program, unless otherwise regulated by this clause.
15.2. Individual services and “Reservations on request”: If the Traveler reserves or contracts only one service that does not include an overnight stay, the Organizer acts only as an intermediary for other services.
For individual and “reservations on request” the Traveler places a deposit for the cost of the reservation, which cannot be less than EUR 50 in dinar equivalent value at the sales rate of the Organizer’s bank on the day of payment. If the reservation is accepted by the Traveler, the deposit is included in the price of the service. If the Organizer does not confirm the reservation within the agreed period, the deposit is fully returned to the Traveler. If the Traveler does not accept the offered or confirmed reservation, which is fully in accordance with the traveler’s requirements, the Organizer retains the entire amount of the deposit.
The organizer, except for gross carelessness and negligence, is not responsible for defects, material and physical damage in individual tourist services at the request of the passenger, for which he is only an intermediary between the passenger and the immediate service providers (e.g. transportation, tickets for sports events, excursions , rent-a-car, etc.). By obtaining proof of the contracted individual service, the contractual relations come into force exclusively between the Traveler and each individual service provider.
Reserved individual services, such as tickets for concerts, opera, theater, balls, tickets/stamps for transportation (e.g. metro, train, bus), ferry tickets, ski pass, sightseeing, museum tickets and individual transfers, etc. in the event of possible cancellation, the Passenger will be charged costs equal to the contracted price of each individual service.
In the case of a contracted individual transport service, in the event of a timely cancellation, already received scheduled flight tickets, train tickets or ferry tickets must be returned, otherwise full prices must be charged.
16. PROTECTION OF PERSONAL DATA OF PASSENGERS:
The personal data of the passenger, which he provides voluntarily, is a trade secret of the Organizer. The traveler agrees that personal data may be used by the Organizer for the realization of the contracted travel program, whereby the addresses, place, time and price of the trip and the names of fellow travelers may not be disclosed to other persons, except persons designated by special regulations.
17. OBLIGATION OF IMPLEMENTATION:
The organizer may, in the Program or Special travel conditions, foresee different provisions in relation to these General Conditions, due to special conditions and rules for direct service providers, as well as for trips with special contents (due to the holding of sports, congresses and similar international manifestations and special types of tourism – student, hunting and fishing, extreme sports, etc.) and which form an integral part of such Agreements.
The ineffectiveness of individual provisions of the Agreement does not result in the ineffectiveness of the entire Travel Agreement, which also applies to these General Terms and Conditions.
The Traveler and the Organizer agree to the jurisdiction of the regular court according to the seat of the Organiser, with the application of these General Conditions and regulations of the Republic of Serbia.
These General Travel Conditions are valid from 11.10.2022. years. years.