Introductory Note

These Terms and Conditions for booking and purchasing travel arrangements are an integral part of the Agreement or Contract and/or voucher entered into between “Euro Connecta DMC” (hereinafter: Organizer) and the Traveler / travel contractor applying for the travel arrangement.

1. Applications and Contracting

A traveler can arrange a trip organized by the Organizer at all Organizer branch offices, by phone, fax, and other means of remote communication, as well as at other authorized agents. By signing a contract, voucher, or registration form, or dictating the number of his/her credit card when purchasing services via remote communication, the traveler fully accepts these Terms and Conditions, which he/she has previously studied carefully. When booking, for the purpose of securing the selected service, the traveler or travel contractor pays up to 25% of the price (per person), unless otherwise stated in the program or through means of communication such as email and/or phone. The Organizer must receive this previously mentioned deposit of the program cost before reservations for their independent travel program can be initiated, unless otherwise stated in the program or through means of communication such as email and/or phone. The balance of payment is due 60 days prior to departure, unless otherwise stated in the program or through means of communication such as email and/or phone(e.g. payment in installments may be an exception).

2. Price and Content of the Arrangement

The price of the arrangement (unless otherwise stated in the travel program) generally includes: transportation services, hotel services, and travel arrangements. If stated in the itinerary, the price may include airport taxes and professional and/or local travel costs. The price of the arrangement does not include (unless otherwise agreed):

• Optional trips and visits,
• Possible costs of obtaining and issuing visas,
• Admission tickets for the sites being visited.

All types of special services (single room, special meals, etc.) requested by the traveler or travel contractor are to be paid for and are required to be ordered at check-in. If the traveler or travel contractor requests a special service while traveling, they will pay the on-site guide or a representative of the Agency in the currency of the country in which they are located.

3. The Right to Raise Prices and the Right to Cancel Due to Price Increases

The Organizer may require an increase in the contracted price if, after the day of the conclusion of the contract:

• There are changes in exchange rates relative to the day the program was announced,
• There is a change in transport costs (fuel, tolls, etc.),
• There are changes in hotel and carrier tariffs.

The Organizer may notify the change in passenger price in writing or orally. The passenger can cancel the trip without a cancellation fee if there is a price increase of more than 15% in relation to the agreed price, within 48 hours from the written notification at the latest. If the passenger does not cancel in person by arriving at the Organizer point of sale or in writing (in electronic form) within the specified time limit, he/she is deemed to have agreed to the price change. In the case of cancellation of the trip due to a price increase of more than 15%, the traveler / travel contractor is not entitled to compensation. The passenger agrees to accept the price increase up to 15%. The published rates are the result of a contract/agreement between the Organizer and its partners and do not have to correspond to the prices displayed on-site at the destination where the passenger is staying.

4. Discounts for Children and Other Benefits

Please note the discounts for children as well as other benefits that are specifically shown in the description of the arrangement.

5. Travel Documentation

Travel documentation includes:

• a). for self-catering arrangements: original voucher and any written notice,
• b). for the bus arrangement: original voucher and travel program,
• c). for airplane arrangements: original voucher, travel program, and airline ticket (electronic form).

6. Categorization and Description of Services

The accommodation offered in the Organizer programs is described according to the official categorization of the country in question at the time the program was issued. Meals, comfort, and other services offered by the hotel/apartment are under the control of the local tourist authorities, and the standards of accommodation and services are different and not comparable. The Organizer assumes no responsibility for any oral or written information that is inconsistent with the description of the services and facilities in the published programs provided by third parties.

7. Accommodation in Rooms / Apartments

The room/apartment layout is determined by the reception desk at the residence. Unless the traveler has explicitly contracted a special form of room/suite, he/she will accept any officially registered accommodation unit for rent at the individual facility described in the catalog and/or price list, or any other offered by the Organizer. It is usually not possible to check into the room until 4 p.m. on the day the service begins, and guests usually have to leave by 10 a.m. on the day the service ends. Arrivals after 8 p.m. must be announced in advance, unless otherwise stated. Some pets may be allowed in certain cases for an additional fee.

The Organizer, adhering to halal-friendly practices or this certificate compliance, reserves the right to make specific accommodation arrangements, such as assigning separate rooms for travelers if deemed necessary, in cases where there is doubt regarding the status of unmarried couples. Travelers accept this policy and are encouraged to familiarize themselves with and adapt to this aspect prior to making a travel booking. They also assume full responsibility for their behavior during their stay, particularly in relation to halal guidelines and the nature of their relationships. Alternatively, the Organizer may offer a different type of travel package. Travelers should be accommodated in rooms with twin/separated beds unless they are married couples and their children—if they are traveling with them—who may be placed in a room with a double bed(s) (which may be either a queen-sized or king-sized bed, subject to availability). If the Organizer overlooks the status of unmarried couples as such and does not respond in accordance with this previously mentioned policy, it is the responsibility of either the Traveler or the travel contractor to notify the Organizer about it, so that this situation can be resolved according to the previously mentioned policy. It is the responsibility of the travelers to ensure adherence to these policies during their stay. This previously mentioned policy may not be applied in the event of accommodating travelers in rooms/apartments with three or more beds per room. These policies also apply to the buffet during travel arrangements/packages organized by the Organizer, where a traveler has a choice and is advised to consume meals/drinks in accordance with the aforementioned policies, which exclude the consumption of pork and alcohol, as well as in restaurants outside the accommodation properties, within the program of the Organizer’s travel arrangements/packages. The Organizer may provide choices for the traveler, whether for the accommodation and/or for the buffet, and the Organizer advises the traveler to ensure adherence to these policies during their stay. However, if the traveler decides to act differently and/or contrary to these policies, he/she shall be solely responsible for their actions.

8. Cancellation of Travel

If the traveler cancels the Organizer package, he/she retains the total price of the package:

• Up to 30 days before departure: 10% of the price of the package and at least 20 USD,
• 29 – 22 days before departure: 25% of the package price,
• 21 – 15 days before departure: 40% of the price of the package,
• 14 – 8 days before departure: 80% of the price of the package,
• 7 – 0 days before departure: 100% of the package price,
• After departure: 100% of the price of the arrangement.

For cancellation of an “early booking” reservation, after the expiration of the early booking date, the Organizer reserves the entire amount of the arrangement, except in the case of death of the passenger. If the traveler does not show up or cancels the arrangement after its start, the Organizer will charge the entire amount of the arrangement.

The aforementioned cancellation costs also apply to changes in the date of departure or accommodation or the type of room/apartment, as well as any other significant changes. Any other cancellation scale than the one listed can be found in the program and/or catalog to which this scale applies. If a cancellation traveler finds a new user on the same reservation who fulfills all the stipulated conditions, the Organizer will only charge for the costs caused by the replacement.

All cancellations do not include the cost of obtaining a visa or travel documents. In the event that the passenger or travel contractor cancels or shortens the trip due to weather conditions, the Organizer will apply the above scale and no subsequent complaints will be accepted.

9. Cancellation Risk Insurance

If the traveler, when registering for the trip, foresees that due to unforeseen circumstances (illness, injury, etc.) he or she will have to cancel the trip, and in order to avoid the cost of cancellation, then he/she may pay for cancellation insurance. Cancellation insurance is charged at the time of the conclusion of the Agreement and cannot be paid subsequently. The insurance premium is calculated depending on the value of the trip, according to the price list of the insurance company. Unforeseen circumstances are defined by each insurance company regarding the reasons for the cancellation of the trip in accordance with its terms. In the event of cancellation, the amount of the cancellation insurance premium paid will not be refunded. Also, when canceling the arrangement, the cost of obtaining a visa is not refunded, despite the traveler having paid for cancellation insurance. If the traveler does not have paid cancellation insurance and must cancel the trip due to these unforeseen circumstances, the Organizer reserves the right to payment under the rules set out in clause 8. Other insurance conditions are included with the insurance policy.

10. Accident and Sickness Insurance, Insurance against the Risk of Damage and Loss of Luggage, and Health Insurance for Persons Traveling Abroad

Travel rates do not include accident and illness insurance on the trip, insurance against damage and loss of luggage, as well as health insurance. By signing this Travel Agreement, passengers are deemed to have been offered and recommended the additional insurance referred to in the previous paragraph. In the event that the traveler requires the aforementioned insurances, they can be contracted directly with one of the insurers or with the Organizer, with the Organizer acting only as an intermediary. We recommend that you carefully review the insurance terms before purchasing.

11. Cancellation of Trips by the Organizer or Change of Program

If a sufficient number of passengers do not check in, the Organizer reserves the right to cancel the trip, but no later than 3 days before the start of the trip. The minimum number of passengers required to complete a particular trip is indicated separately for each program/arrangement. The Organizer reserves the right to make complete and partial changes to the travel program if exceptional circumstances occur that could not have been foreseen or avoided. The Organizer reserves the right to change the day or hour of departure due to changes in the flight schedule or unforeseen circumstances, as well as the right to change the direction of travel if conditions change, such as any of the following: changes in flight schedules, security situations in the country, or adverse weather conditions, without compensation, according to the regulations in force in international traffic. If the Organizer cancels the trip, the traveler is entitled to a full refund of the amount paid, but not to damages.

12. Travel Documents

Passengers are required to have valid personal travel documents. Invalid documents, which result in the cancellation of the trip, do not cause any adverse consequences for the Organizer, and if such failure of the passenger would result in additional damage to the Organizer, the passenger is obliged to compensate. In case of loss or theft of travel documents during travel, the cost of issuing new documents shall be borne by the traveler. The Organizer’s guides will assist the traveler in the situation mentioned above while keeping in mind the normal running of the program. If a trip requires a visa, the Organizer can arrange for a visa at a special charge. The Organizer is not responsible for decisions made by customs, police, or other governmental authorities that do not allow a passenger to enter a country.

13. Foreign Exchange and Customs Regulations

Passengers are obliged to comply with foreign exchange and customs regulations, as well as laws and other by-laws of the Western Balkans / South-East Europe countries, and/or other countries that are the destinations of the package/tour execution, through which they pass and in which they reside. In the event of an inability to continue the journey due to a breach of the regulations by the passenger, all costs incurred shall be borne by the offender.

14. Health Regulations

Traveling to some countries requires mandatory vaccinations against certain diseases. When traveling to these countries, the traveler is required to have vaccination certificates and documents.

15. Baggage

Carriage of luggage by plane is free of charge up to the weight specified by the air carrier. Excess baggage is charged to the passenger according to the applicable airline rates. Children, regardless of age, are not entitled to free baggage transportation by air. When traveling by bus, a passenger can carry 2 pieces of personal luggage. Passengers are obliged to take care of their belongings brought into the cabin of the bus and are required to take them with them each time they leave, unless otherwise specified in the program/package/contract in cases where hotel porters are responsible and paid by customers for carrying them. Otherwise, the passengers themselves are responsible for any theft, loss, or damage to items left in the bus cabin without their supervision.

16. Complaints

In the case of incomplete or poorly performed service under the agreed arrangement, the passenger may initiate a complaint procedure to address the detected irregularities as prescribed by these Terms and Conditions. Immediately upon noticing a failure at the point of service, the traveler must report the inappropriate service tothe Organizer representative in his/her presence and/or with the service provider. The traveler is obliged to cooperate with a representative of the Organizer and the service provider in good faith to eliminate the causes of the complaint. If the traveler does not accept on-site the offered complaint resolution for the contracted service,the Organizer is not obligated to accept any subsequent complaints from the traveler. If the cause of the complaint is not remedied, or if the traveler is not satisfied with the offered solution, the traveler, together with a representative of the Organizer and/or the service provider, shall create a written confirmation of the issue, signed by all parties present, retaining one copy of this certificate for them. Should a representative of the Organizer and/or the service provider refuse to draft or sign such a certificate, the traveler may make the appropriate statement himself/herself, which must be signed by credible witnesses, and later submitted to the Organizer and/or the service provider. No later than 8 days after returning from the trip, the contracting authority must submit a written complaint at the point of sale where the arrangement was purchased. The complaint shall be accompanied by a written confirmation of the complaint and any invoices for additional costs. The contracting authority is obliged to substantiate the allegations of the complaint and to present appropriate evidence. The Organizer will only address fully documented and justified complaints received within the specified 8 days and will make a written decision on the objection of the contracting authority within 15 days of receipt of the complaint from the point of sale. The Organizer may extend the deadline for resolving complaints by another 15 days to collect information and verify the complaint allegations with the service provider. Until a decision is made by the Organizer, up to a maximum of 30 days from the filing of a written complaint, the contracting authority and the traveler waive the mediation of any other institution or judicial authority and waive the disclosure of information to the public and media. Likewise, within the stated 30-day period, the contracting authority and the traveler waive their right to sue. A proportional reduction in the price of a complaint may be based on: the amount of unused services, the difference in price due to a lower category of accommodation or other capacities than contracted, and compensation for damages incurred by non-fulfillment, partial fulfillment, or irregular fulfillment of obligations is limited to the amount of the price of the arrangement. This excludes the right of the contracting authority and the traveler to compensation for ideal damage, unless it is insured with an insurance company that covers such damage.

17. Organizer’s Commitments

The Organizer is obliged to take care of the performance of the services, as well as the choice of the service provider, with the care of a good employee, and to safeguard the rights and interests of travelers in accordance with good customs in tourism. The Organizer is obliged to provide the traveler with all the contracted services for a particular arrangement and to provide answers for any non-performance of services or parts of services. The Organizer will perform all of these obligations from its programs in full and in the described manner, except in cases of “force majeure” or changed circumstances. If possible, the Organizer will offer a replacement solution in such cases. The Organizer is not required to provide services outside these Terms. The Organizer is not responsible for any typographical errors.

18. Commitments of Passengers

The traveler is obliged to ensure that he or she personally fulfills the conditions stipulated by the regulations of the country through which he or she travels, that he or she adheres to the house rules in hotels and other facilities, and that he/she cooperates with the representative of the Organizer and the service providers. The traveler is responsible for any damage caused, especially for damage resulting from non-compliance with the contract and these Terms and Conditions. Damage caused by the traveler will be borne by the traveler immediately, either at the hotel reception or at another location designated by the natural or legal person to whom the damage was caused. All travelers are required to respect the Organizer’s staff and fellow travelers. Any behavior that undermines the dignity of the Organizer’s personnel may result in warnings or, in severe cases, removal from the trip without any right to compensation.

19. Protection of Personal Data

The traveler provides personal information voluntarily. The traveler’s personal information is required in the process of realizing the requested service. This information will be used for further communication with each other. The Organizer undertakes not to release personal data of travelers to third parties, except for the purpose of realizing the requested service. The exception to the provision of personal information to third parties relates to the contracting of insurance against cancellation and accident insurance, insurance against the risk of damage and loss of luggage, and health insurance during travel and stay abroad. If the traveler concludes an insurance policy, the personal information will be forwarded to the insurance company. The personal data of passengers will be stored in the database, in accordance with the decision of the Organizer’s management on the method of collecting, processing, and storing personal data. The customer/traveler agrees that photos or videos featuring them taken during the travel may be used for the Organizer’s marketing purposes. The Organizer reserves the right to use any photographs or videos captured during the travel for promotional purposes. This includes usage in marketing materials, social media, websites, or other promotional channels. By participating in the travel services, travelers consent to the use of their likeness in such photographs or videos without any compensation and waive any claims to compensation for the use of such media.

20. Rewards Program

Through the Rewards Program, travelers may have the opportunity to receive discounts or, in certain cases, complimentary travels (either accommodation or tour arrangements) by presenting valid vouchers that we accept.

Promotions and Discounts: Travelers may be eligible for promotional discounts on reservations. These offers may be communicated through our website, newsletters, or special notifications.

Complimentary Travel: In specific instances, travelers may qualify for free travel opportunities. Eligibility for these offers will be based on criteria set forth by the Organizer and communicated at the time of the promotion.

Referral Rewards: We value word-of-mouth referrals and may reward customers who recommend our services to others. If a referred friend books a trip with us, the referring customer may receive a reward, which may be detailed in our referral program guidelines.

Loyalty Rewards: Our loyalty program acknowledges and appreciates our returning customers. Frequent travelers may receive special offers or bonuses as a token of our gratitude for their continued support.

Affiliate Program: Additionally, the Organizer may offer an affiliate program, allowing individuals or companies to promote our services and earn rewards for successful referrals.

Credit Redemption: The conditions for obtaining specific travels (accommodations or travel arrangements) through the collection of credits and their redemption, or by other means, will be defined by the entities or individuals initiating, organizing, and conducting these incentives. The Organizer will only accept incentives upon notification, as well as the acceptance of the voucher.

Management Discretion

All rewards, discounts, and promotional offers are subject to the discretion of the Organizer’s management. We reserve the right to modify, suspend, or terminate the Rewards Program at any time without prior notice. Any changes will be reflected in our updated Terms and Conditions, and/or in specific program guidelines.

By participating in the Rewards Program, you agree to adhere to these Terms and Conditions and acknowledge that all decisions made by the Organizer’s management regarding the program are final.

For any questions or additional information about our Rewards Program, please feel free to contact our customer service team.

21. Final Provisions

These Terms and Conditions of Travel represent the Agreement that the traveler enters into with the Organizer, that is, with an authorized travel agency where he or she has applied for travel organized by the Organizer. Any possible/foreseen deviations from these Terms must be stated in the text of the travel program, if they are from tour operators—foreign tour operators. By signing this type of agreement, i.e., Terms and Conditions, the traveler fully accepts the travel program and its conditions. The traveler utilizing the services of the Organizer, purchased through the travel contractor (outbound travel agency or travel agent), must be adequately informed by the travel contractor, who is responsible for ensuring that the traveler is aware of and has agreed to the provisions of these Terms and Conditions. Additionally, the travel contractor is obligated to provide the Organizer with the requested information pertaining to the traveler, as specified by the Organizer. This edition of the Terms and Conditions excludes any previous versions.