General Terms of Travel

1. Pre-contractual information

By signing the standard travel contract-confirmation-registration form (hereinafter: the Contract), the signatory, on behalf of all travelers listed in the Contract (hereinafter: the Traveler), confirms that they have received these General Terms of Travel (hereinafter: the General Terms), the Travel Guarantee certificate and the previously prepared and published Travel Program (hereinafter: the Program), that they, as well as all travelers listed in the Contract, are familiar with them and accept them in full, and that they have been informed of the optional travel and health insurance options.

The provisions of these General Terms form an integral part of the Contract between the Traveler and the Travel Organizer (hereinafter: the Organizer) and are binding on both contracting parties, except for provisions defined by a separate written Contract or by the Program. Before the Contract is concluded, the Organizer may at any time change the description of its services in the Program.

The Traveler and the Organizer mutually acknowledge that, before the conclusion of the Contract, the Traveler was informed within a reasonable time of any changes to the information contained in the Program.

If there is a discrepancy between the Traveler's registration and the Organizer's amended proposal, the new Program shall be deemed a new offer and shall bind the Organizer for the following 48 hours. If the Traveler does not notify the Organizer within that period that they do not accept the newly made Program-offer, the Contract shall be deemed terminated. Before the Contract was signed, the Travel Organizer informed the travelers of the name and address of the entity with which it concluded the Travel Guarantee Contract.

2. Registrations, payments and the contract

The Traveler submits the registration in writing, on a durable medium, or by e-mail or fax. The Traveler may register for a trip at the head office, branches or separate designated premises of the Organizer, as well as at travel agencies that have concluded an Intermediation Agreement with the Organizer (hereinafter: the Intermediary). An Intermediary that offers for sale and sells a package trip is obliged to state, in the Travel Program and the travel confirmation, the capacity in which it acts (Article 58 of the Law on Tourism).

The Traveler's registration becomes valid once it is confirmed by the conclusion of the Contract in the same manner in which the registration was made and by payment of an advance of 50% of the package price, unless otherwise agreed. The remainder of the agreed price, unless otherwise agreed, is payable 15 days before the start of the trip. If the Traveler fails to pay the full amount within this period, the Traveler shall be deemed to have cancelled the trip in accordance with item 12 of the General Terms.

Every advance payment is recorded as a payment for all travelers, and not only for one particular traveler listed in the Contract. The signatory of the Contract is responsible for settling the debts of all of their fellow travelers.

Upon conclusion of the Contract, the Program (previously published or subsequently amended) becomes an integral part of it and may not be changed. The Program may be changed if the contracting parties agree otherwise or if changes arise as a result of force majeure. In the event of cancellation or amendment of the Contract, the cancellation provisions and amendments apply to all travelers listed in the Contract.

The timeliness of a payment is determined by the date on which the payment is credited to the account of the Organizer or the Intermediary. In the event of late payment of the full amount, of the advance payment or of the remaining part of the package price, the Travel Organizer may withdraw from the Contract and claim compensation in accordance with item 12 of these General Terms.

3. Obligations and rights of the organizer

• To enter in the Contract, in addition to the services from the Program, any special requests of the travelers to which the Organizer alone has agreed,
• To pay the proportionate actual difference between the agreed price and the price of the trip reduced in proportion to the non-performance or incomplete performance of the Contract (hereinafter: Price Reduction) following a timely and justified written complaint-objection by the Traveler in accordance with the law and these General Terms, unless the failures in performance of the Contract were caused: by the fault of the Traveler or are attributable to a third party that was not a contracted 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 the exercise of due care, or by other events that the Organizer could not foresee and overcome,
• To look after the rights and interests of the Traveler in accordance with good business practices in this field,
• Before departure, to provide the name, address and telephone number of the local representative or the local partner agency and, exceptionally and where necessary, the address and telephone number of the Organizer for emergency assistance to the Traveler,
• The Organizer is not liable for services provided to the Traveler by other persons outside the Program,
• Any oral or other information that differs from that contained in the Program, the Contract or a Special Contract and these General Terms is not binding on the Organizer and may not serve as grounds for an objection or complaint by the travelers.

4. Obligations and rights of the traveler

• To familiarize themselves in detail, together with all persons listed in the Contract, with the Program, the General Terms and the Travel Guarantee, and to state any special requests not covered by the published Program,
• To obtain optional travel insurance policies themselves, as these are not provided by the Organizer, nor is the Organizer liable for them,
• To pay the agreed price under the conditions, within the deadlines and in the manner provided for in the Contract,
• To provide the Organizer in a timely manner with accurate and complete information and documents necessary for organizing the trip, and to guarantee that they, their documents, luggage, etc. meet the requirements laid down by the regulations of our country and of the transit and destination countries (border, customs, sanitary, monetary and other regulations),
• To compensate for any damage they cause to direct service providers or third parties by violating laws and other regulations and these General Terms,
• To designate in good time another person to travel in their place, to reimburse the Organizer for the actual costs caused by the substitution, and to be jointly and severally liable for the unpaid part of the agreed price,
• To communicate any justified objection without delay on the spot, as a rule in writing, to the Organizer or to the persons named in the travel documents,
• Before concluding the Contract, to inform themselves via the website of the Ministry of Foreign Affairs of the Republic of Serbia (www.msp.gov.rs) and by other means about so-called high- or moderate-risk countries,
• To check with the Organizer the exact time and place of departure no later than 24 hours, but not earlier than 48 hours, before departure,
• To check with the Organizer's authorized representatives the exact time of departure and return from the trip no later than 24 hours, but not earlier than 48 hours, in advance,
• To observe the departure and return times; in the event of lateness, the traveler shall be deemed to have withdrawn from the trip,
• To observe the departure time for a visit to a particular site; in the event of lateness, the traveler shall be deemed to have withdrawn, and no refund is possible.

5. Prices and content of services

The Organizer sells a package trip at a selling price expressed as a single total amount. Prices are stated in dinars or in a foreign currency, and payments are calculated in dinars at the middle exchange rate of the National Bank of Serbia on the day of payment, or at the exchange rate stated in the Program, unless otherwise agreed. Prices are set on the basis of the Organizer's business policy and may not be the subject of an objection by the Traveler.

Services performed abroad (that were not agreed and paid in advance) are paid by the Traveler on the spot directly to the service provider.

The conditions for obtaining discounts for children, as well as other benefits specifically provided in the Program, are determined by the direct service providers and are to be interpreted restrictively (e.g. for children up to two years of age, the relevant date is the calendar date on which the child turns two in relation to the start date of the trip, not the date the Contract was concluded). If a traveler's age is stated incorrectly, the Organizer is entitled to charge the difference up to the correct price of the trip, plus a surcharge of 3,000 dinars for handling costs.

The price does not include, and the Organizer cannot be held liable to the Traveler for, optional and subsequently rendered services performed and charged by a foreign partner or direct service provider that were not provided for in the Program or a Special Contract, nor for the Traveler's participation in sports and other leisure activities.

An optional excursion is a non-mandatory part of the travel program and depends on the number of registered travelers. Its price generally consists of reservation, transport, guide, admission ticket and organization costs... The dates of optional excursions are subject to change and depend on the availability of slots at the sites, the number of registered travelers and objective circumstances.

6. Price changes and the traveler's right to cancel

If the traveler cancels the trip in good time (90 to 45 days in advance), the Organizer is entitled to the administrative costs incurred. The Organizer may request an increase in the agreed price before the start of the trip if, after the conclusion of the Contract, there has been a change in currency exchange rates, costs of transport, accommodation, guides or anything else affecting prices, as well as in the cases provided for by law. Subsequent reductions in Program prices cannot apply to Contracts already concluded and cannot be grounds for any objection by the traveler against the Organizer.

7. Categorization and description of services

All services listed in the Program are standard services of average quality, customary and specific to particular destinations, places and facilities. If the traveler wishes to receive any services outside the Program, a Special Contract must be concluded for them.

The Organizer is not liable for descriptions of services in catalogues – publications or on the websites of Intermediaries and direct service providers (e.g. hotels, carriers and other persons), unless it has expressly referred the traveler to them.

The Organizer's website is for information purposes only. Although it is updated regularly, it may contain information that differs from the information currently in force. The Organizer's catalogues – publications are for information purposes only and may contain information that differs from the information currently in force. All information should be verified directly with the agency.

The Organizer is liable only for the descriptions of services contained in its own Programs, provided that obvious printing and calculation errors entitle the Organizer to contest the Contract.

Accommodation facilities and accommodation units, means of transport and other services are described according to the official categorization of the host country at the time the Program was published; they differ and are not comparable between destinations, or even within the same destination. Meals, comfort and quality of service depend primarily on the package price, the chosen destination and the categorization determined under local-national regulations, and are beyond the control and influence of the Organizer.

The start and end dates of the trip set out in the Program do not imply a full-day stay of the traveler at the accommodation facility or destination. The time of the traveler's departure or arrival and of check-in or check-out at the accommodation facility depends on procedures at border crossings, road conditions, permits from the competent authorities, technical and weather conditions or force majeure, which may affect the departure time of the aircraft or other means of transport and over which the organizer has no influence; therefore, the Organizer bears no responsibility in such cases. The first and last days of the Program are intended for travel and do not imply a stay at the hotel or destination – they merely indicate the calendar days on which the trip begins and ends; accordingly, the Organizer bears no responsibility for evening, night or early-morning flights, check-in to the room late in the evening, check-out from the hotel early in the morning, and the like. Days in the program are counted as calendar days.

For air travel packages, the agreed start time of the trip is the travelers' meeting at the airport, at least 2 hours before the first published departure time announced by the airline. If this departure time is changed, the Organizer bears no responsibility whatsoever; instead, national and international air transport regulations apply. As a rule, departures – arrivals and take-offs – landings of charter flights take place late in the evening or early in the morning, and if, for example, an agreed first or last meal in the form of a so-called "cold meal" is provided outside or at the accommodation facility, the Contract shall be deemed to have been performed in full.

The services of a tour guide, escort, local guide, entertainer or local representative do not imply their full-day and continuous presence, but only contact and necessary-emergency assistance to the Traveler during pre-determined periodic duty hours posted on the notice board or in another appropriate manner. The instructions and directions of the Organizer's authorized representative (particularly regarding departure times, transport, accommodation, laws and other regulations, etc.) are binding on the traveler, and failure to comply with them constitutes a breach of the Contract, in which case the Traveler bears all possible consequences and damage in full.

Changes to or deviations from individual services not caused by the will of the Organizer are permitted provided they do not adversely affect the overall concept of the agreed trip. If, for these reasons, a flight or transport has to be moved to another airport or place, the Organizer is obliged to offer the Traveler other suitable transport until the end of the package trip, at no additional cost to the Traveler. The Organizer bears all costs of alternative transport at least up to the amount of a 2nd-class ticket.

When a third party takes the place of the person who booked a particular tourist service, the Organizer is entitled to reimbursement of the necessary costs of the change incurred. The Traveler and the person taking their place are jointly and severally liable for payment of the agreed price and the costs of substituting the traveler. The Organizer will not accept a substitution of travelers if the change is not made in good time, if there are special requirements relating to the trip, or if it is not in accordance with legal or other regulations.

8. Accommodation, meals and transport

9. Travel documents, health and legal regulations

All conditions published in the Program apply exclusively to citizens holding a travel document of the Republic of Serbia. The Organizer bears no responsibility and is not obliged to inform travelers who are citizens of other countries of the conditions (visa, customs, health, etc.) applicable to the destination or transit country; it is the obligation of the foreign citizen to obtain information from the competent consulate and to obtain the necessary conditions and documents in a timely and proper manner.

Citizens of the Republic of Serbia who travel on Individual trips or purchase only airline tickets through the Travel Organizer are obliged to inform themselves of the travel conditions for transit and destination countries. For travel abroad, the Traveler must hold a valid travel document valid for at least 6 more months (or as prescribed by the transit or destination countries) from the end date of the trip, and must submit to the organizer, within the deadline, correct and complete data and documents required to obtain a visa, if the visa is being obtained by the Organizer.

If the Traveler loses their travel documents or they are stolen during the trip, the Traveler is obliged to obtain new ones in good time at their own expense and to bear all possible adverse consequences arising therefrom.

The Traveler is obliged to arrange Special Services related to their state of health, such as a special diet, particular accommodation features, etc., due to chronic illness, allergies, disability, etc., otherwise the Organizer assumes no special obligation, responsibility or liability for damage on that basis. For travel to countries where special rules apply that include mandatory vaccination or obtaining certain documents, it is the traveler's obligation to inquire about and receive the necessary vaccinations, obtain the appropriate certificates thereof and, in the event of any consequences, to bear liability for the damage themselves.

The Traveler is obliged to strictly comply with the customs, foreign-exchange and other regulations of the Republic of Serbia and of the transit countries and countries in which they stay; if it becomes impossible to continue the trip or stay, or in any other such case, the traveler alone bears all consequences and costs.

If a traveler separates from the group during the trip, the guide or the Travel Organizer will notify the competent authorities and the embassy of the country concerned. The traveler or their fellow traveler shall bear all possible consequences and costs. If the trip cannot be carried out due to the traveler's failure in relation to the provisions of this item, the provisions of item 12 of the General Terms shall apply.

10. Luggage

Transport of luggage up to a certain weight, determined by the air carrier, is free of charge. The Traveler pays for excess luggage according to the carrier's applicable rates. Transport of special luggage from the airport to the hotel and back is the sole obligation of the Traveler. Special security rules regarding hand luggage apply at all airports; for more information, the traveler is advised to contact Nikola Tesla Airport in Belgrade by phone at 011/209-4444 or via the website: www.beg.aero.

For coach transport, the traveler may bring 2 pieces of luggage per seat holder. Children under two years of age are not entitled to free luggage. The Traveler is obliged to look after their belongings brought into the means of transport and into the accommodation facility. The traveler exercises all their rights in this respect directly against the carrier, the provider of accommodation services or the insurer, in accordance with the applicable international and domestic regulations. Carrying luggage from the parking place to the accommodation unit is the traveler's obligation (the vehicle will stop as close as possible to the accommodation facility). The Organizer bears no responsibility for the loss of or damage to luggage in transport, or while it is carried from the parking area to the accommodation facility, or for items forgotten in the means of transport.

Except in cases of intent or gross negligence, the Organizer bears no responsibility whatsoever for valuable items that are not usually carried when traveling, unless it has expressly accepted such items for safekeeping. The Traveler is therefore advised not to take valuable items on the trip or, if they do, to deposit them properly for safekeeping or carry them with them.

It is the traveler's duty to label their luggage visibly with their personal details, and not to leave personal documents, belongings and valuables in a parked vehicle, as the Organizer is not liable for their disappearance. It is recommended that documents, gold, valuables, technical instruments and medicines be carried exclusively in hand luggage. The Traveler is obliged to report the loss of, damage to or disappearance of luggage during the trip to the Organizer's representative.

11. Amendment and cancellation of the contract by the organizer

12. Cancellation of the contract by the traveler

13. Insurance, deposit and travel guarantee

Travel insurance is not included in the price of the trip. The Organizer recommends taking out insurance not regulated by the Law, namely trip cancellation insurance, travel liability insurance, health insurance and accident insurance. If the Organizer and the Intermediary offer travel insurance, they do so only as intermediaries. The insurance contract is concluded solely between the Traveler and the insurance company, to which any claims are addressed directly. You should read the insurance terms and the obligations under the Insurance Contract. Insurance premiums are not part of the price of the trip and are due immediately upon conclusion of the Insurance Contract. By signing the Contract, the Traveler confirms that they have been informed about and referred to obtaining a travel insurance package.

In accordance with the provisions of the Law on Tourism, the Organizer has a deposit of 2,000 EUR and a travel guarantee for licence category A, i.e. insurance policy IM-00110813 of 25.05.2022, issued by the insurance company "GLOBOS OSIGURANJE A.D.O Beograd", Bul. Mihajla Pupina 165 d, 11070 Novi Beograd, in the amount of 30,000 EUR.

The coverage period of the travel guarantee runs from its date of issue until the end of the agreed package trip, i.e. until the travelers return to the agreed destination.

To activate the bank guarantee, the travel guarantee beneficiary submits a claim to the recipient of the bank guarantee. If the claim of the travel guarantee beneficiary is found to be justified, the travel guarantee is activated within 14 days from the date of submission of the claim with complete documentation to the Policy issuer, GLOBOS OSIGURANJE A.D.O. BEOGRAD, Bul. Mihajla Pupina 165 d, 11070 Novi Beograd, or Bul. Mihajla Pupina 14, Novi Sad, or by e-mail to: prigovori@globos.rs.

The actual amount of the claim per travel guarantee beneficiary may be proportionally reduced if the total amount of claims of all guarantee beneficiaries exceeds the agreed total coverage limit.

The Traveler exercises their rights to compensation for damage on the basis of a final and enforceable court judgment, or a decision of an arbitration court or other out-of-court settlement of a consumer dispute, in accordance with these General Terms.

By signing the Contract, the Traveler confirms that they have received the Travel Guarantee Certificate, the Travel Program, the General Terms of Travel and the General Terms of Insurance, and that they accept them in full.

14. Assistance, complaints, legal action and dispute resolution

The travel organizer is obliged to display prominently at the point of sale a notice on the manner and place of 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 complaints received and to retain it for at least two years from the date on which the traveler's complaint was submitted.

The Traveler is obliged to communicate any justified objection without delay, on the spot, to the Organizer's local representative or, in urgent cases where the latter is not immediately available, to the direct service provider (e.g. the carrier, hotelier, etc.) or, if these persons are not named in the travel documents, directly to the Organizer.

The Traveler is obliged to cooperate in good faith and to wait patiently for a justified objection to be resolved on the spot within a reasonable period of 24–48 hours (e.g. a broken refrigerator, power or water outage, a poorly cleaned apartment and other deficiencies), and to accept an offered solution that corresponds to the agreed service.

If the cause of the objection is not remedied on the spot, the Traveler and the organizer's representative shall draw up a written confirmation thereof in two copies, prepared and signed by both parties. The Traveler retains one copy of this confirmation. If the cause of the objection has been remedied on the spot, the Traveler is obliged to sign a confirmation to that effect. Even if the Traveler does not sign the confirmation, the fact that they continued to use the adequate alternative solution means that the Program shall be deemed to have been performed in full.

Local representatives have no right to accept or acknowledge any claims for compensation; only the Organizer has that right.

The Traveler may not claim a proportionate price reduction, termination of the Contract or compensation for damage if, negligently and contrary to the prescribed procedure, they fail to notify the authorized representative and the Organizer on the spot, without delay and in good time, of discrepancies between the services provided and the services agreed.

If the deficiencies have not been remedied on the spot, the Traveler is obliged, within eight days from the end of the trip, to submit exclusively to the Organizer a justified and documented complaint (the written complaint made on the spot, receipts for costs paid, and a claim by type of service not performed, factually specified and quantified for each traveler individually), and may request a refund of the price difference between the agreed services and the services not performed or only partially performed. Each traveler who signed the Contract, on their own behalf and on behalf of the persons listed in the Contract, or a person holding a proper power of attorney, submits the complaint individually, as the organizer will not consider group complaints.

The Traveler is obliged to submit complaints and other submissions in writing exclusively to the Organizer's address in Niš, Prvomajska 4 a.

The Traveler may lodge 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 medium, together with documentation showing that the complaint is justified.

The Organizer is obliged to consider only timely, reasoned and documented objections following a complaint made by the Traveler whose cause could not be remedied on the spot during the trip, and to issue to the traveler a written confirmation, or confirm electronically, receipt of the complaint, or communicate the number under which the complaint has been entered in the record of complaints received.

The Organizer is obliged to deliver/send a written response to the traveler within 15 days from the date of receipt of a proper complaint and to pay the price difference if there are grounds for doing so. The travel organizer may extend this period with the consent of the Traveler and must record this in the complaints book.

If a complaint is incomplete and needs to be supplemented, the organizer will send the traveler a response asking them to complete it within the set period, failing which the complaint will be considered abandoned.

In accordance with good business practices, the Organizer will also respond to the traveler within the statutory period regarding complaints that are untimely, unfounded or improperly submitted.

A price reduction following a traveler's complaint may amount only to the value of the part of the service that was the subject of the complaint and was not performed; it may not include services already used, nor reach the amount of the total agreed price. The amount of compensation paid on the basis of a justified and timely complaint is proportionate to the extent to which the service was not performed or was only partially performed. If the Traveler accepts payment of compensation by way of a proportionate price reduction, or any other form of compensation, they shall be deemed to have agreed to the organizer's proposal for an amicable settlement of the dispute and thereby to have waived all further claims against the Organizer in connection with the disputed matter, regardless of whether they have signed a written confirmation of the refund containing a clause on the final settlement of mutual disputes.

The refund of the price difference to the traveler shall be deemed to have been made, and an agreement reached with the traveler in accordance with the law and these General Terms, when the Organizer has offered the traveler the actual price difference for inadequately provided services in accordance with the price list of the direct service provider valid on the date the Travel Contract was concluded and other available evidence, and the organizer shall be deemed to have acted in accordance with applicable regulations.

The Organizer bears no responsibility for failures of, or damage caused to the Traveler by, direct service providers, who are liable in accordance with the regulations applicable to them, provided that the Organizer acted as a diligent Organizer in selecting the persons who performed those services.

Any request by the Traveler to initiate proceedings before other persons or bodies before the expiry of the time limit for resolving the complaint shall be deemed premature, and informing the press and the media shall be deemed a breach of the Contract.

15. Travel programs on the traveler's request and individual services

16. Protection of travelers' personal data

The Traveler is aware that the organizer has aligned its business operations with the Law on Personal Data Protection and agrees that the personal data of the Traveler and fellow travelers from the confirmation - Travel Contract, such as: personal identification number (JMBG), travel document number, telephone number, e-mail address, residential postal address..., which the Traveler provides voluntarily, constitute a business secret of the Travel Organizer and may be used in the manner and under the conditions prescribed by the Law on Personal Data Protection. The Traveler agrees that the Organizer may use personal data for the implementation of the agreed Travel Program, whereby addresses, the place, time and price of the trip and the names of fellow travelers may not be disclosed to other persons, except to persons designated by special regulations.

17. Mandatory application

By means of the Program or Special Terms of Travel, the Organizer may provide for provisions different from these General Terms, due to the special conditions and rules of direct service providers, as well as for trips with special content (on the occasion of sporting, congress and similar international events, and special forms of tourism – school trips, hunting and fishing, extreme sports, etc.), which form an integral part of such Contracts.

The provisions of these General Terms form an integral part of the Contract between the Traveler and the Organizer and are binding on both contracting parties, except for provisions that are more favorable to the traveler and are defined by a separate written Contract or Travel Program.

The ineffectiveness of individual provisions of the Contract does not render the entire Travel Contract ineffective, and the same applies to these General Terms.

The Traveler and the Organizer mutually agree on the jurisdiction of the Arbitration Court of the Tourism Association of Serbia, Belgrade, Vojvode Vlahovića 51d, for the resolution of mutual disputes, applying these General Terms and the regulations of the Republic of Serbia. Agreeing on the jurisdiction of the Arbitration Court of the Tourism Association of Serbia does not deprive travelers of the right to initiate particular proceedings or to use a particular legal remedy to protect their rights, in the manner provided for by the regulations of the Republic of Serbia.