General conditions of travel
Based on Article 56 of the Law on Tourism ("Official Gazette of the Republic of Serbia" No. 36/2009, 88/2010, 99/2011 - other law, 93/2012 and 84/2015), director FLYFLY TRAVEL doo from Belgrade, 4 Knez Mihailova Street, date 25 January 2018. establishes the following
GENERAL CONDITIONS OF TRAVEL
The provisions of these General Conditions form an integral part of the travel agreement between the passengers and the organizer of the journey "FLYFLY TRAVEL" d.o.o. (OTP Licence 598/2010) and are binding on the contracting parties, except for provisions that are otherwise defined by a written contract or travel program, and please be informed in detail and with special care with the contents of the same.
With his signature on the contract - confirming the travel, the traveler confirms that the General Conditions of Travel and Travel Program, as well as the conditions of insurance, which form an integral part of the contract, have been delivered to him and that he / she has previously been informed of the same (as well as the persons indicated in the contract) , and agreed to the conclusion of the contract. The organizer is obliged, prior to the conclusion of the Contract, to notify passengers of any change in the data from the Program, in writing, or on a permanent carrier (permanent medium) that is readily available to the passenger. If a traveler booked a trip through means of distance communication, the organizer is obliged to inform him about the eventual changes, in the manner in which the reservation was made. The program is considered a new proposal and obligates the Organizer for the next 48 hours. If the Traveler does not inform the Organizer within the stated deadline whether he accepts the newly launched Program - bid, the Contract shall be deemed to be terminated. The travel organizer was prior to the signing of the contract, informed the passenger with the name and address of the person with whom he concluded the travel guarantee agreement in the event of insolvency.
2. APPLICATIONS, PAYMENT AND AGREEMENT:
For a trip organized by "FLYFLY TRAVEL", the traveler can register at the headquarters, branches or separate special spaces of the organizer of the trip "FLYFLY TRAVEL" (hereinafter: the organizer) and the agencies with whom he has concluded a Mediation Agreement (hereinafter referred to as: mediator). When the agency is an agent in the program (which must be fully identical to the program of the organizer, without any changes or amendments) and confirms the trip, does not indicate the status of the agent and does not list the organizer's license number and category, or the program changes, is responsible for the execution of the program travel as an organizer. The application becomes valid when it is verified by the reservation service, with the mandatory conclusion of a written contract (confirmation) of travel, which can be also in electronic form in accordance with Art. 3. Law on Electronic Signature. Upon registration, the traveler is obliged to pay a mandatory advance payment, in the amount of 50% of the price of the package, if something is not provided by the travel program, and the remainder to the full amount of the agreed price is due for payment 21 days before the start of the trip, if the travel program did not specify a different deadline . As the day of payment, the day when the passenger made a payment to the cashier of the company FLYFLY TRAVEL, with the authorized intermediary, or the day when the funds arrived on the current account of the organizer with the commercial bank.
If the passenger, within the time limit provided for by the contract, travel program, or these General Terms and Conditions does not make a full payment, it is considered that the trip has been canceled, in which case the provisions of the item 11 apply in these conditions. The travel contract produces a legal effect not only in relation to the passenger who has formally signed and signed it, but also to other users of the arrangements specified in the contract, so that the advance payments, cancellation and legal consequences of the same, etc., are paid. refer to all travelers. This applies in particular to prior knowledge of the Program and General Travel and Insurance Conditions and is deemed to have been delivered and accepted by all passengers in the contract.
- OBLIGATION / RIGHT OF THE ORGANIZER:
The organizer of the trip is obliged:
- to conclude a written travel contract with the passenger;
- provide the traveler with a written travel program, general travel conditions, general conditions of insurance, and to introduce him to the possibility and offer of various types of insurance;
- in the Agreement, except for services from the Program, enter special requests of passengers with which the Organizer solely agreed
- to take care of the rights and interests of passengers in accordance with good business practices in this field;
- in accordance with the applicable legal provisions and professional rules, eliminate the lack of visibility between the contracted and rendered services, and in case it is not in a position, offer the passenger other appropriate services until the end of the tours, without additional costs for the passengers.
- to offer and execute the passenger a refund of the real difference in price due to timely and substantiated written objection due to complete or partial non-execution of the services covered by the travel program, all in accordance with the law and general conditions of the company "FLYFLY TRAVEL", unless the omissions in the execution of the Agreement were incurred : by the guilt of the Traveler or attributed to a third party who was not contracted directly provided services in the realization of the Program, the force majeure or unforeseen events to which the Organizer has no influence and whose consequences are inevitable despite the use of obligatory spit or other events that the Organizer could not foresee and overcome ,
- give the passenger, immediately before departure, the name, address and telephone number of the local representative, that is, the local agency, the partner's partner and the telephone, and, exceptionally and if necessary, the address of the organizer for the necessary assistance to the passenger.
The travel organizer is not responsible for the services provided to the Traveler by other persons outside the Program.
Any oral or any other type of information different from those contained in the Program, Agreement or Special Agreement and these General Terms and Conditions shall not be binding on the Organizer and may not be the basis for the accusation or complaint of passengers.
- PASSENGER OBLIGATIONS / RIGHTS:
- Before the conclusion of the travel contract, he is informed in detail about the travel program, as well as the contents of the general conditions of travel and the conditions of insurance, which, when concluding a contract, the traveler (in his own name and on behalf of the beneficiary for whose needs he makes a payment) clauses contained in the contract.
- to pay the agreed price of the arrangement under the conditions and in the manner provided by the contract and the travel program.
- on the request of the organizer to, in due time, to provide all the information and documents necessary for organizing the trip, and in particular for obtaining visas, transport tickets, accommodation for accommodation, etc. and guarantees that he personally, his documents, luggage meet the conditions determined by the positive regulations of our country, the regulations of the country of destination, as well as the countries through which it passes (border, customs, sanitary, monetary and other regulations).
- to compensate the damage caused to the organizer of travel or to third parties, in violation of the aforementioned legal and administrative regulations.
- timely appoint another person to use the arrangement instead of him (provided that this person meets the requirements specified for a specific trip) in which case the traveler is obliged to reimburse the actual costs caused by the replacement by the travel agent. The passenger guarantees third party obligations to the organizer, in case of a replacement.
- without delay on the spot to submit the justified objection, as a rule, in written form to the Organizer or to the persons mentioned in the travel documents, to cooperate in good faith and patiently wait for the justified objection to be eliminated (fridge failure, disappearance of electricity or water, poorly cleaned apartment, etc.).
- During the selection of the destination, and before the conclusion of the contract, the traveler is obliged to inform, through the website of the Ministry of Foreign Affairs of the Republic of Serbia (www.mfa.gov.rs) or otherwise, about the countries so called. high or moderate risk, as well as all other facts that, in the specific case, may be relevant, for the selection and realization of the journey.
- before the destination is selected, and before familiarization with the program, familiarize yourself with the current regulations, rules, customs and prohibitions at the destination (dressing, drinking, banning smoking ...). A passenger is deemed to have been acquainted with the relevant circumstances, which, if they existed at the time of the conclusion of the contract, can not have the legal significance of the changed circumstances, in the sense of the applicable civil law regulations.
- not later than 24 hours, but not earlier than 48 hours, inform the organizer-representative of the Organizer on the exact time of departure and return journey
- PRICES AND CONTENT AND DURATION OF ARRANGEMENTS:
Travel prices are shown in the Travel Program in foreign currency or in dinars. If the prices are denominated in foreign currency, the payment of the payment in the country is made in dinars at the rate of the selling rate for the effective amount of the Organizer's commercial bank on the day of payment, ie at the rate stated in the Program or otherwise not agreed. Prices are formed on the basis of the organizer's business roll and can not be the subject of a complaint by the Traveler. As the day of payment, the day when the passenger made a payment to the cashier of the company FLYFLY TRAVEL, with the authorized intermediary, or the day when the funds arrived on the current account of the organizer with the commercial bank.
The organizer may foresee that services exclusively used abroad (optional excursions, tickets at localities, etc.) are paid by the traveler directly to a foreign agency abroad - to a third party, abroad. Prices are determined on the basis of contracts with foreign partners and DO NOT HAVE TO be in line with prices posted on the spot - the destination, where the traveler resides, and the possible price difference, can not be the subject of a complaint. The traveler is obliged to pay the price as agreed, and any complaints and objections to the quality of services rendered can not affect the agreed obligation of passengers, especially in the case of payment of the price in installments, but in this case the provisions of item 13 of these general conditions shall apply. .
The price of the arrangement, as a rule (if something else is not indicated in the travel program) includes: transport services, hotel, catering services and travel organization costs.
As a rule the senor arrangement (if something else is not indicated in the travel program) does not include: costs of airport and port taxes, local tourist guide, representatives of organizers, tourist animators, facultative programs, use of deck chairs and parasols, obtaining visas, tickets to facilities and events , insurance of passengers and luggage, room service, use of room bar, air conditioning, recreational, medical, telephone and other. service, reservation of a special seat in the means of transport, accommodation costs in a single room, rooms with special characteristics (view, floor, size, balcony etc.), additional meals, etc. (hereinafter: Special Services).
The agent is not authorized to contract special services not provided for by the Program on behalf of the Organizer. Avio fees indicated in the travel program are valid at the time of publication of the program. The final amount of the taxi is, as a rule, determined 48 hours before the flight, regardless of the previously given tax information. The organizer reserves the right to charge a fee for the charge of the airline company.
Conditions relating to the provision of discounts for children as well as other benefits specified in the Program are determined by direct service providers and should be interpreted restrictively (eg for children up to two years of age, the calendar date is relevant when the child is two years old in relation to the start of the trip, not the date of the conclusion of the contract). In case of incorrectly stated age, the Organizer has the right to charge the difference to the correct travel price.
The price is not included and the Organizer can not be liable to the Traveler for optional excursions and subsequently performed services, which is performed and charged by an in-partner, that is, the direct service provider, which was not foreseen by the Program or the Special Contract, as well as for participation of the Traveler in sports and other free activities. In case of unused services in the hotel, due to going on an optional trip, the traveler has no right to refund funds in that part.
The duration of the arrangement is determined by the number of calendar days, counting from the day of the beginning to the end of the trip, and not the number of hours between the departure time and the return. The time of departure, arrival, as well as the duration of the trip is conditioned by procedures at border crossings, road conditions, permits of the competent authorities, to which the organizer can not influence, and because of that the reasons listed can not be the object of the passenger's complaint. In the case of an airline arrangement, the agreed time of the start of the trip is a passenger's meeting at the airport 2 hours earlier in relation to the first published flight time by the airline, and in the event of a shift of the specified time (which may depend on a number of circumstances: technical, flight control license, etc.), the organizer of the trip, as there are no impacts on it, is not responsible, but the applicable regulations and auspices in air traffic are applied. As a rule, the departure and arrival of an airplane at charter flights is late evening, night or early morning, so if the passenger is provided the first or the last meal is agreed in the form of the so-called. a cold meal in an accommodation facility or outside it (eg in an airplane) it is considered that the travel program has been fully implemented.
For travel by bus, the agreed time of the beginning of the journey is a meeting of the passengers at the bus departure point on the first day of the trip, as a rule, 30 minutes before the published departure time.
As a result, the first and the last day are foreseen for the journey
- CHANGE OF THE PRICE AND PASSENGER RIGHTS ON CANCELLATION:
The price of the arrangement is determined by the price list valid on the day of conclusion of the contract, and it is binding on the contracting parties, except in the cases stipulated by law, when the organizer can request an increase in the price.
The travel organizer may request an increase in the contracted price if, after the conclusion of the agreement, there is a change in the currency exchange rate, or changes in the carrier tariffs affecting the travel price, as well as in other cases provided for by law. On increasing the price, the organizer is obliged to notify the passengers, either in writing or verbally, without delay, and after knowing the causes that led to the price increase. To increase the price up to 10% does not require special consent of the passengers, and if the increase in the total contract price exceeds 10%, the passenger may terminate the contract without the obligation of compensation, but only the real costs, but not later than within 48 hours, from the delivery of the notice on the price increase , in which case he shall be entitled to a refund of what he has paid to the organizer of travel, and within 8 days from the date of delivery of the written cancellation. If the traveler does not inform the organizer, in writing, of withdrawing from the contract, in the specified time limit, it is considered that he agrees with the new price.
At all times, the organizer is authorized, depending on market trends and his own business policy, to reduce the price of the arrangement - which impairment only applies in the future and does not affect the already concluded contracts, so it can not be the basis for any requests to the tour organizer to recover any difference in price. Last minute travel, or * last minute arrangement * means that the organizer can sell the remaining tourist arrangements at a lower price, as well as a certain number or type of tourist offers in the pre-sale - * first minute * trips.
The organizer has an occasional opportunity to offer some special marked lower price arrangements, where the name of the hotel does not necessarily have to be known at the moment of entering into the contract, but the organizer guarantees, in this case, the information contained in the program, such as the category of the hotel , location, type of room and services in the hotel.
When a third person enters the place of the person who booked a certain tourist service, the Organizer is entitled to compensation for the resulting necessary costs of change. The passenger and the person entering into his place shall be jointly and severally liable for the contractual price and the cost of passenger replacement. 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 is not in accordance with the legal or other legal regulations.
The price of airport taxes and air tickets is subject to change, and the same is prescribed by the air carrier, with the relevant price on the day of the flight, and the refusal of passengers to pay the eventual price difference in relation to the one that was valid at the time of the conclusion of the contract, considers withdrawal of travel, and entails the application of point 12 of these General Terms.
7. CATEGORIZATION AND DESCRIPTION OF SERVICES:
All services listed in the Program, offered hotels, apartments, other facilities, as well as transportation means in the programs are described according to the official categorization of the domicile land. The travel program states the validation of the hotel's categorization, on the day of the conclusion of the contract between the tour operator and the foreign partner, and any subsequent changes and deviations from the officially established category of the hotel, for which the organizer did not know, can not be affected. The nutrition, comfort and quality of other services are determined by the category and, above all, by the price, and are under the supervision of local tourist administrations, while the standards of accommodation and services vary and are not comparable in individual destinations. In particular, we warn of the difference in standards and criteria characteristic of non-European destinations, in relation to the generally accepted European characteristics, therefore we recommend, in any case, the choice of several category of hotels. All services listed in the travel program include AVERAGE QUALITY STANDARDS, common and specific for specific destinations and places, and unless the parties have specifically contracted services of different size, quality, characteristics and purposes, they can not be reasonably expected and required.
The descriptions contained in the organizer's offer relate exclusively to accommodation with associated accompanying contents, and not to a wider environment (for example, surrounding facilities, terrain configuration, eventual noise, traffic, etc.). Some of the listed contents of the program do not have to be in function, especially given the calendar period of stay as well as other parameters (eg outdoor swimming pool in the winter period or indoor swimming pool in the summer ...), all in accordance with the rules of the hotel . Only the descriptions of the services contained in the travel programs are relevant, not the description of services in the catalogs - publications or on the websites of intermediaries and direct service providers, for example, hotels and other. which are not covered by the given Program. Obvious mistakes, printing, calculation, etc. I can not have a binding character. Tourist guide services, tourists
- ACCOMMODATION, NUTRITION AND TRANSPORT:
The arrangement of the rooms / apartments determines the reception at the place of stay. Hotels that are offered can be made up of several of the same or different accommodation units and units. If the traveler, with the written consent of the organizer, has not explicitly arranged a room or apartment of a special position and quality, will accept any officially registered room / apartment in a particular object described in the catalog and price list, regardless of the specific requirements of the traveler in relation to the position of the building, , proximity to noise, parking, etc. as well as whether the room is located in a central building or some other facility within the accommodation capacity, and the like. Travelers can opt for a type of service / rental, bed and breakfast, half board, full board, all inclusive, all inclusive superior, all inclusive superior, all inclusive ultra superior, use of air conditioners, etc. / only when booking a reservation. If possible, the tour organizer will endeavor to meet the traveler and meet his additional requirements regarding accommodation (comfort, room orientation, etc.), but can not guarantee the fulfillment of additional requests, which have not been agreed in writing. The quality of services, local transport, variety and quantity of food are determined by the official category of the object, price level, local customs at a particular destination, regardless of whether it is serviced on the basis of a Swedish table or menu. All inclusive, all inclusive light, all inclusive superior, all inclusive ultra superior and others. they mean services under the internal hotel rules (they are provided from the moment of entering the hotel, to the moment of leaving) and do not have to be identical, within the same category, at the same destination.
The hotel's facilities, given in the description accompanying the travel program, are listed on the basis of official official data. The principle of functioning of air conditioners varies depending on the destination, facility and calendar period during the year, and does not necessarily mean continuous operation within 24 hours. Triple and quadruple rooms (or apartments) are, even in hotels of higher category, as a rule, based on a standard double room with one or two extra beds, which are, as a rule, wooden or metal constructions, on dismantling, which, in the majority incidentally, can significantly worsen the quality of accommodation. At the request of the passengers, the organizer can, if the hotel has available capacities, provide accommodation in a triple room, but the traveler must keep in mind that the comfort, and therefore the quality of accommodation in these rooms is worse, for example, subsequent passenger complaints the above (room size, free space, etc.) can not be established.
The traveler assumes the obligation to respect the rules of behavior in a particular accommodation facility, which may refer to the intake of food and drinks into rooms, refraining from taking more food from the buffet than the guest needs, banning food delivery from the restaurant, respecting the order, impossibility of accommodating in the rooms before a certain time, according to the rules set by the hotel operator, the obligation to leave the room at a certain time, the dress code, and the like. The time of entering the room or apartment and leaving the room does not have to be identical in all facilities and the same is determined by the hotel operator (as a rule, if something else is not provided, entering the rooms at the earliest after 16 h, leaving the room no later than 9:00 h on the last day) .
The traveler assumes the obligation to know and respect the rules of behavior in the accommodation facility and in particular the deposit and safekeeping of money, valuables and valuables, the intake of food and drinks into rooms, respect for order, accommodation and leaving the room at a given time, the number of persons in the room, because the Organizer is not responsible for the damages incurred on this basis.
If two or more persons have booked together the accommodation unit, in the event of a change in the number of users within the contracted accommodation unit (the departure of one of the passengers from the contract), if there is no replacement for the canceled person, the structure of the accommodation unit is required, and accordingly price of the arrangement according to the valid price list. In the event of any damage that a guest makes in the accommodation unit or facility, he / she is obligated to compensate the amount of the damage incurred by the owner of the facility or the representative of the local agency-in-the-shop.
Breakfast and dinner, unless otherwise indicated in the travel program, include a continental breakfast, and dinner to me. If the capacity of the hotels is below 30%, it is possible that instead of the self-service service, the service is served by serving. The accommodation facility is identical to the food conditions, whether children, elderly or persons with special needs travel under the Contract. In the event that a Passenger with a direct food provider on the spot reaches a different agreement, the Organizer shall not be held responsible for inadequately performed food services.
The organizer does not respond to the Traveler for the damage caused by his failure to comply with legal regulations, prescribed rules and customs established by the carrier, hotel and other
- TRAVEL DOCUMENTS, HEALTH REGULATIONS:
All special conditions published in the travel program apply EXCLUSIVELY TO CITIZENS OF SERBIA and the tour operator is NOT obliged or warranted to warn passengers - nationals of other countries of the conditions (visa, for example) that apply to the destination or transit country, but is the exclusive obligation of passengers, a foreign citizen , to be informed of this by the competent consulate, and in accordance with that, provide the necessary conditions and documents in a timely manner. If the trip can not be realized for the reasons given above, in view of the above, it is exclusively about the failure of a passenger - a foreign citizen. The traveler is obliged to take care of the importance of his travel documents and, in doubt, carry out an appropriate check with the competent authorities. For travel abroad, a traveler must have a valid travel document with a validity period of at least 6 months from the end of the journey. The agency official (travel organizer, or subagent-mediator, where the payment is made) is not authorized to determine the validity of travel and other documents and documents. The traveler is obliged to submit the necessary data and present the documents for the visa of the country to which he travels, within the time schedule provided by the travel program, if the organizer receives it. Otherwise, in the event that he does not deliver the necessary documents within the deadline, he will be deemed to have given up his travel. The organizer does not guarantee obtaining a visa, nor obtaining a visa within the time limit, as it is not responsible for the accuracy of the visa data, nor for any mistakes made by the embassy or the third party which could affect the validity and validity of the visa. The mismatch of personal data given to the organizer with data in the passenger passport (name of the passenger, etc.) may result in the issuance of a new airline ticket, with expenses or even declaring a map irregular, during the trip, what the consequences will be borne by the traveler himself. The passenger is responsible for his airline ticket from the time he receives from the guide at the airport, or from the agency's agent at the branch office. There is no possibility of issuing duplicate airplane tickets, nor a billing card, and the traveler in full bears the consequences of loss of the same. Airplanes or special transport tickets are valid only on their dates and times indicated. Airline or special transport tickets are valid only on the date indicated on the document. The inaccuracy of any travel document and the inability to realize a trip due to a passenger's ban, by border or other competent authorities, entry, transit or further residence in the country, is the circumstance beyond the reach of the travel organizer. In this case, the organizer has to apply the provisions point 12 of the General Conditions. The traveler is obliged to take care of his travel documents during the journey, and if he loses a travel document or is stolen, he is obliged to provide a new one at his own expense, and bear all possible harmful consequences arising therefrom. The traveler is obliged to arrange special services regarding his health condition, for example, specific nutrition, accommodation characteristics, etc. due to chronic illness, allergy, disability and so on. otherwise, the Organizer does not assume any special obligation, liability or damage on this basis. For journeys to countries where specific rules apply which include compulsory vaccination or the procurement of certain documents, it is the responsibility of the passenger to perform the necessary vaccinations and ensure that the certificate is appropriate and, in the event of eventual consequences, bears responsibility for the damage. The traveler is obliged to strictly respect the customs, foreign exchange, etc. the regulations of the Republic of Serbia, the transit and the countries in which it resides, and in the event of the inability to continue travel or stay and everything else, all the consequences and costs are borne by the traveler himself. If the journey can not be realized due to a passenger failure related to the provisions of this item, the provisions of point 12 of the General Conditions apply.
Transportation of luggage to a certain weight determined by the air carrier is free of charge. Excess luggage The traveler lets you handle the current carrier hay. The transport of special luggage from the airport to the hotel and back is the sole obligation of the Traveler. Special safety rules for hand luggage are applied at all airports, and we recommend that more information be provided to the traveler at Nikola Tesla Airport in Belgrade at 011 / 209-4444 or at www.beg.aero. Damage and loss of luggage on flights The traveler is obliged to report without delay to the competent airport luggage office because airline companies refuse to pay the fee if they have not been rolled out and submitted a form for reporting damage. When traveling by bus, a passenger can take 2 pieces of luggage and hand it over to an authorized person of the Organizer. Children up to two years of age are not entitled to free luggage. The traveler is obliged to take care of his belongings in the means of transport, about giving or taking over the luggage to the authorized person of the carrier, or entering into the accommodation facility. All of his rights as stated above are realized by the traveler directly from the carrier, provider of accommodation or insurance
- CHANGE AND CANCELLATION OF THE CONTRACT BY THE ORGANIZER:
Before the start of the journey
The Organizer is obliged to notify the Traveler of any significant changes to the Program in the manner in which the Contract is concluded, no later than 5 days before the beginning of the journey, and the Traveler has a deadline of 48 hours from the date of receipt of the notice of change to respond to the Organizer whether he accepts the same. Acceptance of a new offer can also be made through the executed payment of the newly charged price. In case of accepting a new offer, the Traveler is entitled to a proportional price reduction in case the price of the new offer is lower than the originally agreed, that is, it is obliged to pay the difference in the price between the original and the new tender, if the price is higher than originally agreed. Unless it accepts any alternative offered by the Organizer, the Traveler is entitled to a refund of the total price paid.
The organizer has the right to terminate the Contract, without the obligation to compensate, in case of:
- insufficient number of registered passengers, provided that the Traveler informed them thereof at the latest 5 days before the start of the tourist voyage; and
- because of the impossibility of fulfilling contractual obligations for which the parties are not responsible, which would have existed at the time of the publication of the Program, were justified reasons for the Organizer not to publish the Program and not to conclude the Agreement, with the obligation to refund to the Traveler the paid funds no later than 15 days from the day of the cancellation.
Unless specifically mentioned in the Program, in order for the trip to be realized, the minimum number of registered passengers should be: for traveling by bus 40 passengers, for travel on regular flights in Europe 20 passengers, for traveling on intercontinental airplanes 15 passengers, for traveling on specially arranged air-lines, trains, hydro-gliders and others. at least 80% of capacity utilization per vehicle.
In the event of accepting a new contract, the Traveler shall waive any claims to the Organizer on the basis of a contract originally concluded.
The organizer can only change the travel program if the changes are caused by extraordinary circumstances that the tour operator could not foresee, avoid or remove. The costs incurred due to the change of program are borne by the organizer, and the reduction of costs goes to the passenger. The replacement of the contracted accommodation can be done only using the facility of the same category, or at the expense of the organizer, using a multi-category facility and at the agreed place of accommodation. The organizer reserves the right to change the day or hour of travel, extend or shorten the duration of the arrangement, as well as the right to change the order in the program, if there is a change in the conditions (flight schedule, forced landing, vehicle failure, , strikes affecting the implementation of the program, natural disasters, closing of one of the locality envisaged for sightseeing, visa regime change or any other extraordinary circumstances), without the obligation to pay damages or any other compensation to the passenger.
During the trip, the Organizer during the trip, which is obliged to notify the Traveler in the most appropriate way without delay, reserves the right to change the day or hour of the trip, as well as the right to change the route of the trip and the necessary changes to the Program if the conditions for travel change (change of flight schedule, forced landing, vehicle failure, traffic jams or traffic, closing of one of the sites designated for the tour, changes in the visa regime, security situation, natural disasters or other extraordinary and objective circumstances or force majeure) without the obligation to pay damages or any other passenger fees. In these cases, the Organizer shall bear any additional costs of changing the program.
The organizer is released from the fulfillment of the Contract, if the Traveler interferes with the implementation of the trip due to gross and misbehavior, regardless of the warning. In this case, the traveler has an obligation to compensate the organizer for possible damage.
In the event of occurrence of extraordinary circumstances during travel that could not have been foreseen in advance, which can be applied to a higher force (terrorist attacks, emergency situations, explosions, infections, epidemics and other diseases, natural disasters, climatic conditions, etc.), both contractual the parties have the right to terminate the Contract, whereby the Organizer has the right to actual or committed expenses. The organizer does not assume any responsibility if the Traveler refuses the offered return with the provided means of transport. If the changes occur during the trip of the trip and because of the specificity of certain destinations in relation to the calendar period (religious holidays and customs, public holidays, etc.) in this case, the organizer is obliged to notify the passenger about the change without delay, in a manner that is in the given at the moment, the most desirable, with the oral notification being relevant in special circumstances (if due to the lack of time it is not possible to refer in the same way). If the initiated trip for justified reasons is terminated, the organizer is entitled to compensation with
- CANCELLATION OF THE CONTRACT BY THE PASSENGER:
Before the commencement of the voyage - the Traveler has the right to cancel the trip, which he is obliged to inform the Organizer in writing in the manner that the Contract is concluded. The date of written cancellation of the Agreement is the basis for calculation of the fee belonging to the Organizer, expressed percentage rostral of the cancellation in relation to the total travel price, unless otherwise defined by the Program, as follows:
- 5% if the trip is canceled up to 45 days before the beginning of the trip,
- 10% if the trip is canceled from 44 to 30 days before the beginning of the trip,
- 20% if it is canceled 29 to 20 days before the beginning of the trip,
- 40% if it is canceled 19 to 15 days before the beginning of the trip,
- 80% if canceled 14 to 10 days before the beginning of the trip,
- 90% if it is canceled 9 to 6 days before the beginning of the trip,
- 100% if you cancel 5 to 0 days of departure or travel.
Except for the foregoing, the following scale of cancellation will be noted:
a) for ship cruises:
- 5% and at least 60,00 eur until 91 days before the beginning of the trip,
- 15% from 90 to 45 days of the beginning of the trip,
- 30% from 44 to 29 days from the beginning of the trip,
- 50% from 28 to 15 days before the beginning of the trip,
- 80% from 14 to 7 days before the start of the trip,
- 95% from 6 to Z. days before travel,
- 100% on the day of the voyage, absence or absence on the way
b) for recreational breaks for pre-school age, classes in nature, student and student excursions if the complete contract is canceled:
- 5% if the trip is canceled up to 120 days before the beginning of the trip,
- 20% if it is canceled from 119 to 90 days before the beginning of the trip,
- 50% if canceled from 89 to 60 days of the beginning of the trip,
- 80% if canceled from 59 to 45 days before the beginning of the trip,
- 100% if canceled from 44 until the beginning of or during the journey.
The modification of the agreed place, date of travel, means of transport, accommodation facility, accommodation unit, non-payment of visas, non-repayment of the agreed hay by passengers and s1 is considered to be a departure from the travel.
The traveler is obliged to reimburse only the actual costs incurred (travel, accommodation, travel and s1 costs), if the cancellation occurred due to: sudden illness of the passengers, spouse, child, parent, brother or sister of the passenger, the adoptee and the adopter , death of a passenger, spouse, child, parent, brother or sister of passengers, adopters and adopters, calls for military exercise of a passenger or natural disaster or state of emergency officially declared by the competent authority of the country of travel.
For those cases, the Traveler is obliged to submit to the Organizer evidence that exercises the rights from the health insurance due to the occasional prevention of work (confirmation of the chosen GP in the field of general medicine, or the release list of a stationed health institution that expressly confirms the sudden illness and the inability to travel) call for military exercise, etc. and only under this condition can request a refund of paid funds, if they exceed the real costs of the organizers. A sudden illness implies an unexpected and unexpected illness or an infectious disease or an organism that occurs after the conclusion of a travel contract and is not related to, or is a consequence of any previous health condition, and it is of such a nature that it requires treatment, stay in the hospital (hospitalization) and disables the start - the use of a contracted trip.
For a travel program under special conditions, and in connection with the sale of airline promotional tariffs for airline companies and low cost companies, special cancellation conditions apply, that is, the purchased ticket can not be exchanged or refunded, or the amount of the airport tax, and are not subject to cancellation conditions and the provisions on compensation referred to in Art. 12 of these General Terms and Conditions because it represents a REAL EXPRESSED COST.
The charter program charter is REAL EXPRESSED COST. It is liable to collect all 100% regardless of the reason for the cancellation, regardless of whether the ticket is purchased through the price of the arrangement or only by air transport.
AIRLINE TICKETS on regular lines are subject to the rules of cancellation of the airline company, and therefore are not subject to the conditions of cancellation and the provisions on compensation referred to in Art. 12 of these General Terms and Conditions because it represents a REAL EXPRESSED COST.
Also, the actual cost is the cost of a fixed lease of accommodation, airline-boat or other ticket, administrative costs of the organizer, purchased tickets, or other non-refundable services paid, etc.
Cases of local terrorist attacks, explosions, contagion, epidemics and other diseases, natural disasters, climatic conditions and s1, for which no state of emergency has been declared by the competent state authorities of the domicile or country of travel, can not be considered as justified reasons for the cancellation or termination of travel by the Traveler.
In the event of the departure of one of the passengers - the user of the arrangement, there is an additional charge, for example, for a single room, a double apartment instead of a triple bed, and the like. all according to the travel program and the published price list. Changes (if requested by the traveler) to the agreed place and date of travel, accommodation facility, accommodation unit, non-issuance of visa or untimely obtaining of visas, shall be deemed to be a departure from travel, in which case the provisions on the calculation of compensation to the organizer referred to in point 12 of these conditions. In case of cancellation of the contract, the organizer does not refund the paid amount to the traveler in the name of insurance and obtaining a visa.
After the start of the trip: If the traveler does not use some of the contracted services due to the cancellation of travel, the Organizer will try to obtain a fee 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 unused travel price. In case of insignificant service or value, the Organizer shall be released from these obligations. If the Organizer does not perform a significant part of the services provided by the Contract, the Organizer is obliged to carry out certain preventive measures in order to continue the journey or to offer to the Traveler other appropriate services until the completion of the tourist trip at no additional cost to the Traveler, in accordance with point 14 of these General Terms, without touching other traveler's legal rights.
- INSURANCE AND GUARANTEE OF TRAVEL:
Travel insurance is not included in the price of travel. The organizer recommends securing the health insurance policy during the stay abroad, as well as the travel insurance package (baggage insurance, accident insurance, travel cancellation insurance, etc.) for traveling abroad and in the Republic of Serbia. If the Organizer and the Mediator offer travel insurance, this is only about mediation. An insurance contract is concluded only between the Traveler and the insurance company, to which the requests are directly addressed, and we recommend that you familiarize yourself with the insurance terms and obligations of the insurance contract. Insurance premiums are not an integral part of the travel price and are due immediately upon the conclusion of an insurance contract. By signing the Contract, the Traveler confirms that he is informed and directed to the provision of travel insurance and health insurance packages. The travel insurance package does not cover compulsory health insurance, and the Traveler is strongly reluctant to provide the same, since this may be the reason that the border authorities do not allow further travel or that the Traveler must pay for himself the significant costs of eventual treatment.
In accordance with the provisions of the Law on Tourism of the Republic of Serbia, the Organizer has completed the insurance policy with "Milenijum osiguranje" a.d.o. Bulevar Mihajla Pupina br. 10L, Belgrade, no. Policies: 30000001050 dated 4 January 2018, with a sum insured up to 300,000 Euros. In case of insolvency of the travel organizer, the insurance shall provide: 1) the costs of the necessary accommodation, food and return of passengers traveling from home and abroad to the place of departure; 2) receivables of paid funds of passengers based on a contract on a tourist trip, which the organizer of the trip did not realize; 3) receivables of paid funds of passengers, in case of cancellation of travel by passengers, in accordance with general travel conditions; 4) claims for the difference between the agreed travel price and the travel price reduced in proportion to the non-performance or incomplete performance of the services covered by the travel program. In the event of damage, the passenger is provided with insurance in the following cases: 1) receivables from the paid funds of passengers based on the travel contract, which the insured person did not realize; 2) claims for the difference between the agreed travel price and the travel price reduced in proportion to the non-performance or incomplete performance of the services covered by the travel program. In case of occurrence of the insured event as a consequence of insolvency, the passenger can contact the Coris Assistant House on the next telephone number +381 11 36 36 999, or by mail: firstname.lastname@example.org. By calling the Call Center call center it is possible to provide forced accommodation, return to the country and full support for the passenger 24h. The traveler exercises his rights for compensation of damages on the basis of a substantive and enforceable court judgment, or decision of an arbitral tribunal or other out-of-court settlement of a consumer dispute. By signing the Travel Agreement, the Traveler confirms that the Travel Guarantee Confirmation, Travel Program, General Travel Terms and General Conditions of Insurance has been delivered to him and is fully accepted by him.
- HELP, COMPLAINTS, PROSECUTION AND SETTLEMENT OF DISPUTES:
The traveler is obliged to notify the local representative of the Organizer without delay, and if this is not available, the immediate service provider (eg carrier, hotel operator, etc.), or if these persons are not listed in travel documents, directly to the Organizer. For help, urgent and other cases, as well as complaints, the Traveler can contact the Organizer via tel. +381 112185616 on working days from 8 am to 9 pm, Saturdays from 9 am to 6 pm in Central European time or via e-mail: email@example.com. For emergency and case procedures, the Passenger should indicate the number of the contract, the place of travel, the name of the accommodation facility, the name of the passenger, the address or telephone number, etc. through which it can be contacted.
The passenger is obliged to cooperate in good faith and patiently wait for the justified objection on the spot to be eliminated (eg refrigerator failure, power or water shortage, poorly cleaned apartment and other defects) and accept the solution that corresponds to the contracted service.
If the cause of the complaint is not remedied on the spot, the Traveler with the representative of the organizer or the direct service provider (accommodation, transport and other services from the Program) shall make a written confirmation in two copies which both parties compile and sign. The traveler keeps one copy of this confirmation.
If the cause of the complaint is removed on the spot, the Traveler is obliged to sign the certificate on the same, otherwise the fact that he continued using an adequate alternative solution is considered to have been fully implemented. Local representatives do not have the right to recognize any claims for compensation, but only the Organizer. The passenger can not demand a proportionate reduction in the hay, termination of the contract and compensation for damages if he / she fails to informally and in the prescribed manner on the spot, without delay and in a timely manner inform the authorized representative and the Organizer about the deficiencies between the provided and contracted services. If the defects are not remedied on the spot, the Traveler is obliged to submit a substantiated and documented complaint within 8 (eight) days from the day of the end of the trip, ie within thirty days from the date of establishing the defects (written complaint on the spot, invoices on paid expenses, requests for types of non-executed services factually concretized and quantified in relation to each passenger, witnesses and other evidence) and demand a return to the price difference between the contracted and non-executed or partly performed services. Each passenger who signs the contract on his own behalf and on behalf of the person from the contract or a person with a proper capacity for representation, submits the contract individually, as the organizer will not consider the group objections.
Complaints and other submissions The traveler is obliged to submit in written form only to the address of the Organizer in Belgrade, 4 Knez Mihailova Street.
The organizer is obliged to take into account only timely, reasoned and documented objections to the passenger's complaint, which could not be removed during the on-the-spot travel. If the failure of the service or incomplete performance of the services has been caused by the fault of the organizer of the trip, the traveler has the right to lower the price in the amount of the real difference between the contracted and the actual services rendered. The organizer is obliged to respond to the received written, regular and timely reclamation within 8 days from the day of receipt of the same, or within 15 days at the latest, to recover the funds in the name of the price reduction, in case the complaint is justified. The travel organizer may extend this period with the consent of the Traveler. The passenger can make an objection electronically to email: firstname.lastname@example.org, with the submission of the documentation from which the merits of the objection can be seen. If the complaint is not correct to be treated, the organizer will provide the traveler with a letter-response with an invitation to arrange it within the deadline, subject to the consequences of the leak. In the interest of both contracting parties, for reasons of economy and convenience, the passenger, until receiving a response to the complaint within the legal deadline, does not initiate other procedures foreseen by the law, which will require every traveler to initiate the procedure before the competent authorities before the deadline for resolving objections, is considered premature, which also refers to informing public media about the disputed relationship. The amount of compensation payable on a timely and timely objection is proportional to the degree of undelivered or partially rendered service, which means that it can not include and cover used services, nor can the amount of the entire price of the arrangement reach. If a passenger accepts payment of a fee in the name of a proportional price reduction, or what other kind of compensation, it is understood that he agrees with the proposal of the organizer for a peaceful settlement of the dispute, thus waiving all further claims against the organizer regarding the disputed relationship on any basis , irrespective of the fact whether it has signed a written confirmation of the refund with a clause on the final resolution of mutual disputes. It shall be deemed that the return of the difference in price to the passenger has been executed and an agreement has been reached with the passenger in accordance with the law and these general conditions, when the organizer offered a real difference in the price for inadequately provided services, in accordance with the pricelist of the direct service provider, the conclusion of the travel contract, and other available evidence, and that the organizer acted in accordance with the positive regulations.
- TRAVEL PROGRAM ON THE PASSENGER’S REQUEST AND INDIVIDUAL SERVICES:
Individual travel - Travel program at the request of the Traveler - (hereinafter: Program on request) The Traveler is a combination of two or more services, which is not in the Organizer's offer, or which the Organizer has not previously published, but made at the request of the Traveler.
The provisions of the preceding points of these General Terms shall apply analogously to the Program on request, unless otherwise regulated by the Program.
If, at the request of the Traveler, a number of individual services from the Organizer's offer are combined and contracted (for example, a flight and a round trip, etc.), the cancellation fee is calculated on a single service and in the end it is added.
The traveler has the right to withdraw from the Contract, which he is obliged to inform the Organizer in writing. The date of written cancellation of the Agreement is the basis for the calculation of the fee attributable to the Organizer, expressed in terms of the rationally in relation to the total price of the requested trip, unless otherwise specified by the Program, as follows:
- 5% if the trip is canceled up to 60 days before the beginning of the trip (timely cancellation)
- 15% if the trip is canceled from 60 to 30 days before the beginning of the trip,
- 20% if it is canceled 29 to 20 days before the beginning of the trip,
- 40% if it is canceled 19 to 15 days before the beginning of the trip,
- 80% if canceled 14 to 10 days before the beginning of the trip,
- 90% if it is canceled 9 to 6 days before the beginning of the trip,
- 100% if canceled 5 days before the beginning of the trip or during the trip.
For a travel program under special conditions, and in connection with the sale of airline promotional tariffs for airline companies and low cost companies, special cancellation conditions apply, that is, the purchased ticket can not be exchanged or refunded, or the amount of the airport taxi, and are not subject to cancellation conditions and the provisions on compensation referred to in Art. 15. and Art. 12 of these General Terms and Conditions because it represents a REAL EXPRESSED COST.
The charter program charter is REAL EXPRESSED COST. It is liable to collect all 100% regardless of the reason for the cancellation, regardless of whether the ticket is purchased through the price of the arrangement or only by air transport.
AIR TICKET on regular routes are subject to the rules of cancellation of the airline company, and therefore are not subject to the conditions of cancellation and the provisions on compensation referred to in Art. 12and Art. 15 of these General Terms because it represents a REAL EXPRESSED COST.
Also, the actual cost is the cost of a fixed lease of accommodation, airline-boat or other ticket, administrative costs of the organizer, purchased tickets or other non-refundable services paid, etc.
For individual reservations upon request, the traveler takes the name of the deposit booking cost which can not be less than 15 euros in the dinar counter value of the organizer's organizer's exchange rate on the day of payment. If the reservation is accepted by the passenger, the deposit is included in the price of the package. If the reservation is not confirmed by the organizer, the deposit will be returned in full to the traveler. If the passenger does not accept the offered or confirmed reservation, the amount of the deposit is retained by the organizer as a whole.
Individual Services - If the Traveler reserves or contracts only one service, the Organizer acts only as an agent of another's service (hereinafter: Service Provider).
By obtaining evidence of a contractual individual service, contractual relations shall enter into force only between the Traveler and each individual service provider.
In the case of individual tourist services, the following scale of departures is applied, unless otherwise agreed:
a) for hotel accommodation:
- up to 30 days before the start of the trip 10%,
- from 29 to 22 days before the beginning of the trip 15%,
- from 21 to 8 days before the start of travel 25%,
- from 7 days before the beginning of the trip 50%,
- from 6 days to and after the beginning of using 100% of the price.
b) for lease of apartments per unit:
- up to 45 days of starting travel 20%,
- from 44 to 30 days before the beginning of the trip 50%,
- from 29 days before the beginning of the journey 70% and
- from 15 days to and after the beginning of using 100%.
c) when renting camp vehicles and engines:
- up to 31 days of starting travel 20%,
- 30 to 22 days before the start of travel 30%,
- from 21 to 8 days of starting travel 50%,
- from 7 to 3 days of starting journey 65%,
- from 2 days before the start of travel or to non-compliance 80%.
d) for air transport - according to the general terms and conditions of the airline tariff
e) Rental of a Rent a Car Vehicle:
The Traveler accepts in its entirety the General Conditions for Renting Vehicles on the Back of the Typical Car Rental Agreement. If the rental agreement does not provide otherwise, the following rules apply: Reservations and certificates apply only to the reserved category of the vehicle, never for a specific model. Agencies retain the right to make available the same or more expensive car to their customers than they are reserved, which in no way can be the reason for applying for compensation for damages for instance due to increased fuel consumption. Car rental is charged to a completed service. As a rule, it is necessary to reserve funds on the spot, or leave a security deposit. In the event of an accident, damage or theft of a rented vehicle, a security deposit is held as a participation. In the following cases, the liability of the Traveler is exclusive: for damages arising from non-compliance with the rental conditions; rough negligence or driving alcohol; damage to the oil cartridge or to the lower vehicle; the costs incurred for the hotel, telephone or departure; loss or damage to keys; costs for private things that are damaged in an accident or stolen from a vehicle; complete tire damage. In case of damage to the vehicle on the spot, the Traveler is obliged: immediately inform the police and make a police report on the accident and damage and immediately notify the renting agency. The agency and the insurance company can not recognize either partial or total damage to the vehicle if the authorized driver drives a drug on alcohol, drugs, etc. The policy provides Passengers, as well as other authorized drivers in accordance with the provisions of the General Conditions of Insurance and the Lease Agreement. The compulsory insurance policy by law covers only the injury and / or death of a person (passengers) and the damage inflicted on a third person in his property. The following documents are necessary for accepting damage and return of participation: police record and damage report; a copy of the lease contract; proof of payment of the deposit (rental agency account or credit card statement); original keys and traffic license. An airport service fee for a car rental that is commenced at the airport is payable in the amount of 10% of the amount of the Lease Agreement. The fee for the takeover or delivery of vehicles outside the agency's location in the country, as well as abroad, is subject to a special tax. By means of a car, the Traveler can travel abroad under the special conditions and special consent of the agency. The cost of consumed fuel for the vehicle during the rental period is paid by the Traveler. Seats for children, snow chains, etc. at the request of the Traveler can be provided with additional compensation. The traveler acknowledges that his personal cousins entered into the car rental agreement are credible and that he agrees that they can be transferred to third parties for the purpose of establishing his identity and financial credibility.
f) other individual services: reserved individual services such as tickets for concerts, operas, theater, baloons, maps / stamps for transport (eg metro, train, bus), ferry tickets, ski pass, sightseeing, tickets to museums and individual transfers, etc. in case of possible cancellation, the Traveler shall be charged the costs in the amount of the agreed price for each individual service.
16. PROTECTION OF PASSENGER PERSONAL DATA:
The personal information of the passengers, which gives it voluntarily, is the business secret of the Organizer. The passenger agrees that the Organizer may use personal information for the realization of the agreed travel program, whereby the address, place, time and price of travel and the name of the traveler can not be communicated to other persons, other than persons specified by special regulations.
17. OBLIGATION OF APPLICATION:
The Organizer may provide for the Program or Special Conditions of Travel other provisions in relation to these General Conditions, about which the traveler will be informed in writing, due to the special conditions and rules of the direct service providers, as well as for journeys with special contents (on the occasion of holding sports, congress and similar international events and special forms of tourism - pupils, hunting and fishing, extreme sports, etc.) and which form an integral part of such Agreements. Non-acceptance of certain provisions of the Agreement does not result in the non-application of the entire Travel Contract, which is also valid for these Generalconditions. The provisions of the Law on Tourism, the Law on Obligations and the Law on Consumer Protection apply to all issues that are not regulated by these General Terms and Conditions. In case of dispute, the parties shall agree to the application of the law of the Republic of Serbia and the jurisdiction of the court, in accordance with applicable regulations. These General Terms apply starting from January 25, when the General Conditions of Travel of 28.01.2016 cease to apply.
Petar Jovanović, representative