General Travel Conditions

Based on Article 68, Paragraph 1, Item 2, and in accordance with Articles 70 and 71 of the Law on Tourism ("Official Gazette of the RS" No. 17/2019)
 
Director Damjan Borisavljević TA "BACI PET DOO" from Belgrade PIB: 110874330 Mat. No. 21396524 on July 18, 2022. year determines the following:
GENERAL TRAVEL CONDITIONS

1. PRE-CONTRACTUAL NOTICE:By signing the standard contract-confirmation of travel (hereinafter: the Contract), with his signature on behalf of all passengers from the Contract (hereinafter: the Traveler), he confirms that he has been served with these General Terms and Conditions of Travel (hereinafter: the General Terms), the confirmation of the Travel Guarantee and prepared and published in an advance travel program (further: Program), that he, like all travelers from the contract, is familiar with them and fully accepts them, as well as that he is familiar with the optional travel and health insurance options.

The provisions of these General Terms and Conditions form an integral part of the Agreement between the Traveler and TA "BACI PET DOO" as the travel organizer (further: the Organizer) and are binding for both contractual parties, except for the provisions defined in a separate written agreement or Program. Pre-contractual notification is more precisely defined in the Travel Program by Article 93 of the ZOZP.

2. APPLICATIONS, PAYMENTS, AND CONTRACT: The Passenger submits the application in writing or on a permanent record carrier or by e-mail or fax. The traveler can register for the trip at the headquarters, branches, or separate special areas of the Organizer, as well as at travel agencies that have a contract with the Organizer on the intermediary sale of the trip (further: Intermediary). An intermediary who offers for sale and sells a tourist trip is obliged to indicate the capacity in which he acts in the Travel Program and Travel Confirmation. The Passenger's application becomes valid when it is confirmed by the conclusion of the Agreement, in the manner in which the Application was made, and by the payment of advance payment in the amount of 50% of the price of the arrangement, unless otherwise agreed. The rest of the agreed price, unless otherwise agreed, is paid 15 days before the start of the trip. If the Traveler does not make the full payment within the deadline, he is considered to have canceled the trip by point 12 of the General Terms and Conditions. Each advance payment is treated as a payment for all passengers, not just for one specific passenger from the Agreement.

Upon conclusion of the Agreement, the Program becomes an integral part of it and cannot be changed, unless the contracting parties expressly agree otherwise, or if changes occur due to force majeure. If the Agreement is canceled or amended, the cancellation provisions and amendments apply to all passengers listed in the Agreement.

For the timeliness of the payment, the relevant date is the payment to the account of the Organizer or the Intermediary. In case of untimely payment in full, advance payment, or payment of the remaining part of the payment of thearrangement, the Travel Organizer may withdraw from the Agreement and request compensation by point 12 of these General Terms and Conditions.

3. OBLIGATIONS AND RIGHTS OF THE ORGANIZER:
- In the Contract, apart from the services from the Program, the special requests of the passengers, with which only the Organizer has agreed, are entered.
- Pays the proportional real difference between the contracted price and the price of the trip, reduced in proportion to the non-performance or incomplete performance of the Contract (further: Price reduction), on the occasion of a timely and well-founded written complaint - complaint by the Traveler, by the law and these General Terms and Conditions, unless the omissions are the execution of the Contract caused by the Traveler's fault.
- Before departure, submit the name, address, and telephone number of the local representative, i.e. the partner's local agency, and exceptionally and if necessary, the address and telephone number of the Organizer for emergency assistance to the Traveler,
- He is not responsible for the services provided to the Traveler by other persons outside the Program,
- All verbal and any other type of information, which differs from those contained in the Program, Agreement, or Special Agreement and these General Terms and Conditions, do not bind the Organizer and cannot be the basis for raising objections or complaints from passengers.

4. OBLIGATIONS AND RIGHTS OF PASSENGERS:
- To get acquainted in detail, like all persons from the Agreement, with the Program, General Conditions, and Travel Guarantee, to highlight special requirements that are not included in the published Program,
- To provide optional travel insurance policies myself, because the Organizer does not provide them and is not responsible for them,
- To pay the agreed price under the conditions, deadlines, and in the manner provided by the Agreement,
- To provide the Organizer on time with accurate and complete data and documents necessary for organizing the trip and guarantee that he, his documents, luggage, etc., meet the conditions set by the regulations of our, transit and destination countries (border, customs, sanitary, monetary and other regulations),
- To compensate for damage caused to direct service providers or third parties by violating legal and other regulations and these General Terms and Conditions,
- To appoint another person on time to travel instead of him, to compensate the Organizer for the actual costs caused by the replacement, and to be jointly and severally liable for the unpaid part of the contracted price,
- To communicate a justified complaint on the spot without delay, as a rule in writing, to the Organizer or the persons listed in the travel documentation,
- It is recommended that before concluding the contract, the traveler should be informed via the website of the Ministry of Foreign Affairs of the Republic of Serbia (www.msp.gov.rs) and in other ways, about the so-called countries. high or moderate risk.

5. PRICES AND CONTENT OF SERVICES: The organizer sells a tourist trip at a sales price that is expressed in a single amount. The sales price can be expressed in dinars and foreign currency. When the prices are expressed in foreign currency, and the calculation of payments is made in dinars, the official middle exchange rate of dinars on the day of payment is applied. The prices are based on the Organizer's business policy and cannot be objected to by the Passenger.

Services performed abroad (which are not pre-contracted and paid for) The passenger pays on the spot to the immediate provider of the service.

The sales price from the Contract includes all those costs that form an inseparable part necessary for the realization of a tourist trip and includes a pre-prepared and published combination of at least two or more services of average quality, usual for a given destination and facilities, namely: accommodation, meals, transportation, transfers, regular services of the representative at the destination, preparation, and organization of the trip, and which is expressed in a single amount paid by the Traveler (further: Standard Services).

The price of the arrangement does not include unless something else has been specifically agreed upon (further: Special contract), the costs of a local tourist guide, special services of the organizer's representative, tourist animator, optional programs, use of sunbeds and umbrellas, obtaining visas, tickets to facilities and events, passenger and baggage insurance, room service, use of the room bar, air conditioning, recreational, medical, telephone, etc. service, reservation of a special seat in the vehicle, accommodation costs in a single room, rooms with special characteristics (view, floor, size, balcony, etc.), additional meals, etc. (further: Special services).

The intermediary is not authorized to contract special services on behalf of the Organizer that is not provided for in the Program.

The conditions related to obtaining discounts for children as well as other benefits that are specifically provided in the Program are determined by the direct service providers and should be interpreted restrictively (e.g. for children up to two years of age, the relevant calendar date is when the child turns two years concerning the day of the start of the trip, not the date of conclusion of the contract). In case of the wrongly stated age of the Passenger, the Organizer has the right to charge the difference up to the full price of the trip.

They are not included in the price and the Organizer cannot be responsible to the Traveler for optional and subsequently performed services, performed and charged for by a foreign partner, i.e., a direct service provider, which were not provided for in the Program or Special Agreement, as well as for the Passenger's participation in sports and other free activities.

If the Traveler does not notify the Organizer in writing within the specified period that he withdraws from the Agreement, he is considered to have agreed to the new price, which may also be through the payment made.

6. PRICE CHANGE AND THE PASSENGER'S RIGHT TO CANCELLATION: The organizer can increase the agreed price from the travel arrangement contract if this right is agreed upon and if it is agreed that the traveler has the right to reduce the price. The organizer can increase the price, that is, the traveler can reduce the price, in the event of a change in 1) the price of passenger transport caused by a change in the price of fuel or other energy sources; 2) existing taxes or the introduction of new taxes, including residence taxes, airline taxes or taxes for embarking or disembarking at ports and airports ;3) exchange rate related to the tourist trip. If the price increase is greater than 8% of the total price of the tourist trip, the organizer cannot unilaterally change the price. Regardless of the extent of the price increase, such an increase will be possible only if the organizer informs the traveler about an increase in an understandable and non-misleading way and provide a documented explanation for such an increase and calculation, which notification is delivered to the traveler on paper, on another permanent record carrier or electronically, with confirmation of receipt, at least 20 days before the start of the tourist trip. If the tourist trip contract foresees the possibility of a price increase, the organizer will grant the traveler the right to reduce the price in proportion to the cost reduction that occurs after the conclusion of the contract, and before the start of the trip. costs, if the passenger requests it. If the passenger does not notify the organizer in writing within a reasonable period, no longer than 48 hours, that he accepts the change in the agreed price, he is considered to have terminated the contract. Subsequent price reductions of the Program outside of the stated reasons cannot apply to already concluded Contracts and cannot be the basis of any complaint by the Traveler towards the Organizer.

7. CATEGORIZATION AND DESCRIPTION OF SERVICES: All services listed in the Program imply standard services of average quality, common and specific to certain destinations, places, and facilities. In case the traveler wants some services outside the Program, he must conclude a Special Agreement.

The Organizer is not responsible for descriptions of services in catalogs - publications or on the websites of direct service providers (eg hotels, carriers, etc.) unless the Traveler has been expressly directed to them. The Organizer is only responsible for the descriptions of the services contained in its Programs, i.e. on its website. Accommodation facilities and accommodation units, means of transport, etc. The services, described according to the official categorization of the domicile country at the time of publication of the Program, are different and not comparable by destination, even within the same destination. Nutrition, comfort, and quality of service depend primarily on the price of the arrangement, chosen destination, and categorization, determined by local-national regulations and beyond the control and influence of the Organizer.

The start and end date of the trip determined by the Program does not imply a full-day stay of the traveler in the accommodation facility, i.e. the destination. The time of departure or arrival of passengers and the entry or exit of passengers from the accommodation facility is determined by procedures at border crossings, road conditions, permits from competent authorities, technical and weather conditions, or force majeure, which may affect the departure time of airplanes and other means of transport. which the Organizer cannot influence, and therefore the Organizer is not responsible for such cases. The first and last days of the Program are intended for travel and do not include a stay in a hotel or destination - they only indicate the calendar day of the start and end of the trip, so the Organizer is not responsible for evening, night or early morning flights, entering the room at late hours in the evening hours, leaving the hotel in the early hours of the morning and the like.

For air travel arrangements, the agreed travel start time is the passenger's meeting at the airport, which is at least 2 hours earlier than the first published departure time, by the airline. In the event of a postponement of the specified departure time, the Organizer bears no responsibility, but national and international regulations in the field of air traffic are applied. As a rule, the departure - arrival, takeoff - the landing of the plane, for charter flights, is in the late evening or early morning hours, and if, for example, provided the agreed initial or final meal in the form of so-called of a "cold meal" in the accommodation facility, it is considered that the Agreement has been fully executed.
The services of a tourist guide, companion, local guide, animator, or local representative do not imply their all-day and continuous presence, but only contact and necessary-necessary assistance to the Traveler, according to pre-determined terms of periodic duty, published on the notice board or in another suitable way. The instructions and instructions of the authorized representative of the Organizer (especially regarding the time of departure, transportation, accommodation, legal and other regulations) are binding on the Traveler, and non-compliance with the mentioned instructions constitutes a breach of the Agreement, and all possible consequences and damages in such a case are borne by the Traveler in full.

If the circumstances beyond the will and ability of the organizer dictate that the flight or transportation should be moved to another airport or place, the Organizer is obliged to offer the Traveler another suitable transportation, until the end of the tourist trip, without additional costs for the Traveler, as well as to pay the possible difference in price between the contracted and provided services /Article 103. ZOZP/.
When a third party takes the place of a person who reserved a certain tourist service, the Organizer has the right to compensation for the incurred necessary costs of the change. The passenger and the person taking his place are jointly and severally liable for the payment of the agreed price and the costs of replacing the passenger. The organizer will not accept the replacement of passengers if the change is not timely, if there are special requirements concerning the trip, or if it is not following the law or other legal regulations.

8. ACCOMMODATION, FOOD, AND TRANSPORTATION:
8.1. Accommodation: must be indicated in the Travel Program, with a note that:
- The Passenger will be accommodated in any officially registered accommodation unit in the accommodation facility described in the Program, regardless of the Passenger's characteristics, location and position of the facility, number of floors, proximity to noise, parking, etc. characteristics,
- Three-bed and four-bed accommodation units (rooms, studios, apartments, etc.) are determined following the categorization and regulations of the domicile country.
- The Organizer is not liable to the Passenger for damage caused by his non-compliance with legal regulations, prescribed rules, and customs established by carriers, hoteliers, and other direct service providers,
- The traveler assumes the obligation to learn about and respect the rules of behavior in the accommodation facility, especially regarding: depositing and keeping money, valuables, and valuables, bringing food and drinks into the rooms, observing order, staying and leaving the room at a certain time, the number of people in the room, etc. ., because the Organizer is not responsible for damages caused on that basis.
8.2. Diet: must be specified in the Travel Program, with a note that:
- The variety and quality of food and food service depend mainly on the price of the arrangement, the category of the facility, the destination, and local customs, regardless of whether the service is self-service or served (menu),
- All-inclusive service and any other service, includes services according to internal hotel rules and does not have to be identical even within the same category at the same destination. The organizer informed the Traveler about the content of the inclusive service in written form,
- Breakfast, unless otherwise indicated in the Program, includes a continental breakfast,
- If the capacity occupancy in the hotels is below 30%, it is possible that instead of the self-service service, the food service is served, if it is provided for in the Travel Program.

Food conditions are identical in the accommodation facility, regardless of whether children, elderly persons, or persons with special needs are traveling under the Agreement. In case, on the spot, the Traveler reaches a different agreement with the immediate food provider, the Organizer bears no responsibility for the food service provided following that agreement.

8.3. Transportation: Unless otherwise specifically agreed:
- Transportation and transfers are performed by standard tourist buses or other means, according to the regulations and criteria valid in the country where the carrier employed by the Organizer is registered, and the regulations, principles, and rules determined by the carrier are applied (e.g. transportation in any transport the means does not include numbered seats, nor included meals and drinks during the trip, etc.). The passenger must accept each offered seat in the means of transport,
- The organizer has the right to hire all types of tourist buses for transportation that meet the conditions stipulated by the regulations (bus or double-decker), as well as other means of transport if the circumstances require it if a mini-bus is hired, it is necessary to define the number of seats,
- During the journey, the toilets are not in use in the buses, unless it is approved. The passenger is obliged to compensate for all the damage caused by his negligence in the means of transport on the spot. The passenger is obliged to check and reconcile his personal and travel documents and luggage before the trip, and in case of any irregularities, inform the tour guide/companion,
- The passenger must behave appropriately in the means of transport and respect the traffic regulations and rules on the transport of passengers, otherwise, the Organizer has the right not to accept him on the transport, or in the presence of the police to remove him from the means of transport and further transport to the destination will not be the responsibility of the Organizer. If the Passenger cancels the trip due to being removed from the means of transport, the cancellation scale from point 12 of the General Terms and Conditions will be applied.
- The travel direction, breaks, places, and their duration are determined by the guide/chaperone - the driver. Guide/companion - the driver has the right to, due to unforeseeable, unavoidable, or unsafe and similar circumstances, change the driving schedule, the road itinerary, or the sequence of site visits. - The passenger is obliged to comply with the instructions of the driver or guide/travel companion (length of the break, etc.),
- Inconsistency of the personal data given to the Organizer with the data in the Passenger's passport (passenger's names, etc.) may result in the issuing of a new plane ticket, with costs, or even declaring the ticket irregular, for which the Passenger bears the consequences. The passenger is responsible for his plane ticket from the moment it is handed to him at the airport or agency. It is not possible to issue a duplicate plane ticket or boarding pass. The passenger fully bears the consequences of their loss or disappearance during the trip,
- Airline or special transport tickets are valid only on the dates and times indicated on them,
- Transportation of Passengers by air, rail, sea, river, or lake means of transport is performed and is the direct responsibility of these carriers, determined per the regulations and customs that regulate the aforementioned types of transportation.

9. TRAVEL DOCUMENTS, HEALTH, AND LEGAL REGULATIONS: Travelers traveling abroad must have a valid travel document, with a validity period of at least 6 months from the date of the end of the trip, and submit the correct and complete necessary data and documents for obtaining a visa to the Organizer within the deadline if the same is obtained by the Organizer. The official of the Organizer's agency, nor the Intermediary, is not authorized to determine the validity of the travel and other documents. When the Organizer intervenes in the documentation submission process, the Organizer does not guarantee to obtain a visa, nor does it bear any responsibility for incorrect travel and other documents or if the border authorities or immigration services do not approve the entry, transit, or further stay of the Traveler. If the Traveler loses his travel documents or they are stolen during the trip, he is obliged to provide new ones on time at his own expense and bear all possible adverse consequences on that basis.

The passenger is obliged to contract special services related to his health condition, such as specific diet, characteristics of accommodation, etc., due to chronic illness, allergy, disability, etc., because otherwise, the Organizer does not assume any special obligation, responsibility, or damage on this basis. For trips to countries where special rules apply, which include mandatory vaccinations or the acquisition of certain documents, it is the Traveler's responsibility to take the necessary vaccinations and provide appropriate certificates, and in case of any consequences, he is responsible for the damage.

The passenger is obliged to strictly comply with customs, foreign exchange, etc. regulations of the Republic of Serbia, transit countries, and the countries in which he is staying, and in the event of the impossibility of continuing the journey, i.e. stay and everything else, all consequences and costs are borne by the Traveler himself.

If the trip cannot be carried out due to the Traveler's negligence, related to the provisions of this point, the provisions of point 12 of the General Terms and Conditions shall apply.

10. BAGGAGE: The Passenger is especially warned that: Baggage transportation up to a certain weight, determined by the air carrier, is free of charge. Excess luggage is paid for by the Passenger according to the carrier's valid prices indicated in the Travel Program. Transportation of special luggage from the airport to the hotel and back is the sole responsibility of the Passenger. At all airports, special safety rules regarding hand luggage are applied, so we recommend that for more information, the Passenger should contact Nikola Tesla Airport in Belgrade by phone at 011/ 209-4444 or at the website: www.beg.aero. Damage and loss of baggage on flights, the Passenger is obliged to report without delay on the spot, to the competent airport service for lost baggage, because airlines usually refuse compensation if the damage report form is not filled out and submitted. The passenger has the obligation to report the loss, damage, or disappearance of luggage, during the trip, to the representative of the Organizer.

When traveling by bus, the Passenger can take 2 pieces of luggage per seat user, and hand them over to an authorized person of the Organizer. Children under the age of two are not entitled to free luggage. The passenger is obliged to take care of his belongings brought into the means of transport (personal luggage), to give or take over the luggage handed over to the authorized person of the carrier, or brought into the accommodation facility. The Traveler exercises all his rights according to the above, that is, through the Travel Organizer, or directly from the carrier, accommodation, or insurance service provider, and according to valid international and domestic regulations. The transfer of luggage from the parking place to the accommodation unit is the responsibility of the Traveler (transportation will be as close as possible to the accommodation facility). The Organizer is not responsible for things left in the vehicle.

Except in the case of intent and gross negligence, the Organizer has no responsibility for expensive items, which are usually not taken with them, except when they have expressly taken the items for safekeeping. That is why it is not recommended for the Traveler to take valuable items on the trip, and otherwise to hand them over properly for safekeeping or to take them with them.

It is the Passenger's duty to visibly mark his luggage with personal information, and not to leave personal documents, belongings, and valuables in the parked vehicle, as the Organizer is not responsible for their disappearance. It is recommended that documents, gold, valuables, technical instruments, and medicines are carried exclusively in hand luggage, and during the stay, they are deposited in the safe, if possible.
The passenger has the obligation to report the loss, damage, or disappearance of luggage during the trip to the representative of the Organizer.

11. CHANGE AND CANCELLATION OF THE CONTRACT BY THE ORGANIZER: Before starting the trip, the organizer can unilaterally change the contract on organizing the trip if: 1) the right of the organizer to unilaterally change the contract is stipulated in the contract; 2) if the change is negligible. If, before the agreed travel start date, the organizer determines that it is forced to change certain essential elements of the travel arrangement contract, such as price, destination, means of transport, characteristics or category of transport, date, type, location, category or level of comfort of accommodation, or if the organizer cannot fulfill the passenger's special requirements with which he agreed, the organizer or the intermediary is obliged to inform the traveler without delay. The notification of changes to the terms of the contract contains a reasonable deadline in which the traveler is obliged to inform the organizer or the intermediary whether he accepts the proposed changes or termination contract without payment of the termination fee as well as information on the consequences of missing the deadline and, if necessary, information on the offered substitute trip, of equal or greater quality and its price. In the event that the traveler accepts the proposed contract changes or accepts a substitute trip, the organizer is obliged to conclude a travel arrangement agreement and provide a new travel guarantee. If the change of the contract or the replacement trip leads to a lower quality or causes additional costs for the passenger, the organizer is obliged to provide the passenger with a corresponding price reduction. In case of termination of the contract, the organizer will refund all payments received from the passenger immediately, and no later than within 14 days from the date of termination of the contract.
The organizer can terminate the contract on the organization of the trip and pay the traveler the total amount paid for the tourist trip before the start of the trip when: 1) the number of persons registered for the tourist trip is less than the minimum number stipulated in the contract and the organizer informs the traveler about the termination within the period specified in the contract, which cannot be shorter than (1) 20 days before the start of the tourist trip in the case of trips lasting longer than six days; (2) seven days before the start of the tourist trip in the case of trips lasting between two and six days; (3) 48 hours before the start of the tourist trip in the case of trips that last less than two days; 2) the organizer is prevented from executing the contract due to unavoidable and extraordinary circumstances. In that case, the organizer is obliged to inform the traveler about the termination of the contract without undue delay, and before starting the tourist trip. The organizer is obliged to pay the total amount paid to the traveler, without undue delay, and no later than within 14 days of termination. The organizer is not responsible for the compensation of possible expenses incurred by the passengers due to the termination of the contract.

If the Traveler interferes with the implementation of the trip due to rude and improper behavior, regardless of the issued warning, the Organizer may demand compensation for any incurred expenses.
In the event of extraordinary circumstances during the trip that could not be predicted in advance, and which can be brought under force majeure (terrorist attacks, state of emergency, explosions, infections, epidemics and other diseases, natural disasters, climatic conditions, etc.), both the contracting parties have the right to terminate the Agreement, whereby the Organizer does not assume any responsibility if the Traveler refuses the offered return by the provided means of transport.

12. CANCELLATION OF THE CONTRACT BY THE PASSENGER:
12.1. Before the start of the trip: The traveler has the right to cancel the trip, about which he is obliged to inform the Organizer in writing in the manner in which the Agreement was concluded. The date of the written cancellation of the Agreement is the basis for the calculation of compensation due to the Organizer, expressed as a percentage of the cancellation scale in relation to the total price of the trip, unless otherwise specified by the Program, namely:
If the Traveler cancels the trip in a timely manner (90 to 45 days), the Organizer has the right to compensation only for the incurred administrative costs.
10% if the trip is canceled from 44 to 30 days before the start of the trip,
20% if canceled 29 to 20 days before the start of the trip,
40% if canceled 19 to 15 days before the start of the trip,
80% if canceled 14 to 10 days before the start of the trip,
90% if canceled 9 to 6 days before the start of the trip,
100% if canceled 5 to 0 days before the start of the trip or during the trip.
Exceptionally from the above, the following cancellation scale will be applied:
a. on-ship cruises-
5% and at least EUR 60.00 up to 91 days before the start of the trip,
15% from 90 to 45 days before the start of the trip,
30% from 44 to 29 days before the start of the trip,
50% from 28 to 15 days before the start of the trip,
80% from 14 to 7 days before the start of the trip,
95% from 6 to 3 days before the start of the trip,
100% on the day of travel, non-arrival, or cancellation during the trip
b. for recreational vacations for preschoolers, outdoor classes, school, and student excursions if the entire contract is canceled:
5% if the trip is canceled up to 120 days before the start of the trip,
20% if canceled from 119 to 90 days before the start of the trip,
50% if canceled 0d 89 to 60 days before the start of the trip,
80% if canceled from 59 to 45 days before the start of the trip,
100% if canceled from 44 to before the start or during the trip.

Changing the essential elements of the contract (contracted place, date of travel, means of transport, accommodation facility, accommodation unit), as well as failure to obtain a visa, non-payment of the agreed price, etc., is considered the cancellation of the trip by the passenger.

In the event that the traveler has completely or partially withdrawn from the contract on organizing the trip, before the start as well as during the duration of the tourist trip, due to circumstances that he could not avoid or eliminate and which, if they existed at the time of the conclusion of the contract, would constitute a justified reason for not concluding the contract, the organizer has the right to reimbursement of actual expenses. Justifiable reasons for the traveler to withdraw from the contract are 1) sudden illness of the traveler, as well as serious illness of his blood relative in the direct line, and in the collateral line up to the second degree, spouse or in-law relative up to the second degree, adoptee and adopter; 2) death of the traveler's blood relative in the direct line, and in the collateral line up to the second degree, spouse or in-law relative up to the second degree, adoptee or adoptive parent; 3) natural disasters in the country of origin or destination; 4) officially declared a state of emergency in the country of origin or destination; 5) emergency situation in the country of origin or destination. In this case, the organizer is obliged to provide an explanation of the compensation amount at the passenger's request.

For the mentioned cases, the Traveler is obliged to submit to the Organizer proof that the rights from health insurance are exercised on the basis of temporary inability to work (certificate of the selected doctor from the field of general medicine, i.e. the discharge list of a stationary health institution, which expressly confirms the sudden illness and inability to travel), i.e. death certificate, i.e. invitation for military training. Cases of local terrorist attacks, explosions, infections, epidemics and other diseases, natural disasters, climatic conditions, etc., for which a state of emergency has not been declared by the competent state authorities of the domicile or country cannot be considered justified reasons for the cancellation or interruption of the Passenger's trip. travel.

Sudden illness means a sudden and unexpected illness diagnosed by an authorized doctor, that is, an infectious disease or an organic disorder, which occurs after the conclusion of the travel contract and is not related to, nor is it a consequence of, any previous health condition, and is of such a nature that it requires treatment, stay in the hospital (hospitalization) and prevents the start - use of the contracted trip. The Organizer, in the event that the Traveler provides a suitable replacement or the Organizer himself performs the replacement, is obliged to return the paid funds to the Traveler in the total amount, after deducting only actual and incurred expenses. In case of replacement of the Passenger, the Organizer is obliged to conclude a Contract with the new passenger.

In the event of cancellation of the trip, which is covered by the insurance policy, the Traveler realizes his right directly from the insurer.
In case of withdrawal from the Agreement, the amount paid to the Organizer for mediation in obtaining visas, as well as paid legal and other obligations, will not be returned to the Traveler.

12.2. After the start of the trip: If, due to the cancellation of the trip, the Traveler does not use some of the contracted services for his own fault, the Organizer will try to get compensation for unused services from the service provider. If the service provider does not return the money, the Passenger has no right to a refund of the corresponding part of the price, of the unused trip. If it is an insignificant service or value, the Organizer is released from this obligation. If, due to the Organizer's fault, a significant part of the services specified in the Agreement is not performed, the Organizer is obliged to implement certain preventive measures, so that the trip can continue or to offer the Traveler other appropriate services, until the end of the tourist trip without additional costs for the Traveler, all in accordance with point 14 of these General Conditions, without affecting other legal rights of the Passenger.

13. INSURANCE, DEPOSIT, AND TRAVEL GUARANTEE: Travel insurance is not included in the price of the trip. The organizer advises taking out insurance that is not required by law, namely travel liability insurance,travel cancellation insurance, health insurance, and accident insurance.

If the Organizer and the Intermediary offer travel insurance, it is only mediation. The insurance contract is concluded, only between the Traveler and the insurance company, to which any requests are directly addressed. You should read the insurance conditions and obligations from the insurance contract. Insurance premiums are not an integral part of the travel price and are due immediately upon the conclusion of the insurance contract. By signing the Agreement, the Traveler confirms that he has been informed and directed to secure the travel insurance package. The travel insurance package does not cover mandatory health insurance, and the Traveler is recommended to provide the same himself.
because this may be the reason that the border authorities do not allow further travel or that the Traveler has to pay himself
significant costs of eventual treatment. In accordance with the provisions of the Law on Tourism, the Organizer has a deposit in the amount of EUR 500.00 and a travel guarantee.
for license category B in the amount of EUR 5,000.00, which in the case:

A) insolvencies of the Travel Organizer are provided by:
1. the costs of the necessary accommodation, food, and return of the Passenger from the trip to the place of departure in the country and abroad,
2. Claims of paid funds of the Traveler based on the Travel Contract, which the Travel Organizer did not realize,
3. Claims of the Passenger's paid funds in case of cancellation of the trip by the Passenger, in accordance with General conditions of travel,
4. claims for the difference between the funds paid under the Travel Contract and the discounted funds in proportion to non-performance or incomplete performance of services included in the Travel Program and just in case;

B) compensation for damage is provided by compensation for damage caused to the Passenger by non-fulfillment, partial fulfillment or improper fulfillment of the Travel Organizer's obligations, which are determined by the General Terms and Conditions and Travel program:
1. for the claim of the Traveler's paid funds based on the Travel Contract that the Organizer he did not realize the trips,
2. to claim the difference between the funds paid under the Travel Contract and the funds reduced in proportion to non-performance or incomplete performance of the services included in the Travel Program.
The coverage period of the Travel Guarantee is from the date of its issuance until the end of the tourist trip, that is until the Passenger return to the agreed destination.

The guarantee under the Travel Guarantee Agreement and giving consent for the issuance of a bank guarantee no 023/2022 from April 20, 2022. concluded with the Guarantor National Association of Travel Agencies PU "YUTA", Belgrade, ul. Kondina no. 14, PIB 101823808 MB 07008511

Bank guarantee number 265-60-17319-15 dated June 27, 2022. Raiffeisen Bank A.D. Belgrade City.

The recipient of the bank guarantee can call the bank for payment in a period that cannot exceed six months counting from the date when the bank guarantee ceased to be valid.
The beneficiary of the bank guarantee, the traveler activates the bank guarantee without delay, i.e. within 14 days from the date of occurrence of the prescribed case through the Recipient of the bank guarantee of the National Association of Travel Agencies PU "YUTA", 011 3228 686, in writing or by telegram to the address YUTA, Belgrade, ul. Kondina no. 14. or by email: This email address is being protected from spambots. You need JavaScript enabled to view it..

(The passenger realizes his rights for compensation of damages on the basis of a final and enforceable court verdict, that is, decisions of the Arbitration Court or other out-of-court settlement of a consumer dispute, in accordance with this General conditions and General conditions of YUTA).

14. ASSISTANCE, COMPLAINTS, COMPLAINTS, AND DISPUTE RESOLUTION: The travel organizer is obliged to visibly display a notice at the point of sale on the method 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 records of complaints received and to keep them for at least two years, from the date of submission of the Traveler's complaint.
The traveler is obliged to communicate a justified complaint on the spot to the local representative of the Organizer without delay, and in urgent cases, if he is not immediately available, to the direct service provider (e.g. carrier, hotelier, etc.), or if these persons are not listed in the travel documents, directly to the Organizer.

For help, emergencies, and other cases, as well as complaints, the Traveler can contact the Organizer via tel. +381605720255 and +381641300525, weekdays from 9:00 a.m. to 5:00 p.m., Saturdays from 9:00 a.m. to 3:00 p.m. CET or via e-mail: This email address is being protected from spambots. You need JavaScript enabled to view it. For urgent and similar procedures, the Passenger must state the number of the Agreement, the place of travel, name of the accommodation facility, names of passengers, address or phone number, etc., through which they can be contacted.

The passenger is obliged to cooperate in good faith in the complaint procedure in order to solve the problem within a reasonable time, depending on the nature of the complaint (e.g. refrigerator failure, power or water outage, poorly cleaned apartment, etc.) and accept the offered solution that corresponds to the contracted service. If the cause of the complaint is not removed on the spot, the Traveler and the Organizer's representative draw up a written confirmation of this in two copies, which both parties draw up and sign. The passenger keeps one copy of this certificate.

Local representatives do not have the right to recognize any requests for compensation, only the Organizer.

The passenger cannot demand a proportional reduction in the price, termination of the Agreement, and compensation for damages, if he negligently and in the prescribed manner fails to inform the authorized representative and the Organizer on the spot, without delay, and in a timely manner, about the shortcomings between the provided and contracted services.

If the deficiencies are not eliminated on the spot, the Traveler is obliged to submit a substantiated and documented complaint (written complaint on the spot, invoices for paid expenses), a request by type of unperformed services, factually specified and quantified in relation to each individual passenger, witnesses, and other evidence) and demand a refund of the price difference between contracted and unperformed, i.e. partially performed services. Each Passenger who is a signatory to the Contract, in his own name and on behalf of the person from the Contract, or a person with proper power of attorney for representation, submits a complaint individually because the Organizer will not consider group complaints.

It is preferable for the Traveler to submit the complaint in writing to the Organizer's address in Belgrade, Ustanička 120.

The traveler can declare a complaint orally at the point of sale where he concluded the Travel Contract, or at another place designated for receiving complaints, electronically, or on a permanent record carrier, with the delivery of documentation showing the basis of the complaint.

The organizer is obliged to process only timely, reasoned, and documented complaints, after the complaint made by the Traveler, whose cause could not be eliminated during the trip on the spot, and to issue a written confirmation to the Traveler or confirm the receipt of the complaint electronically, i.e., communicate the number under by which his complaint was registered in the record of complaints received. The organizer is obliged to provide the Traveler with a written answer within 8 days from the day of receipt of the proper complaint and to pay the difference in price within 15 days. The travel organizer can extend this deadline with the consent of the Traveler and record it in the complaint book.
The traveler is obliged to respond to the Organizer's answer no later than three days after receiving the Organizer's answer. If the passenger does not make a statement within the prescribed period, it will be considered that he does not agree with the Organizer's proposal.

If the complaint is not complete and needs to be edited, the Organizer will send the Traveler a response, to edit it within the deadline, under threat of failure. The Organizer, in accordance with good business practices, will respond to the Traveler within the legal deadline even for complaints that are untimely, unfounded, or disorderly. The reduction of the price upon complaint by the Passenger can only reach the amount of the advertised and unperformed part of the service, it cannot include services already used, nor reach the amount of the entire contracted price. The amount of the fee, which is paid upon a well-founded and timely complaint under the Contract, is proportional to the degree of unperformed or partially performed service. If the Traveler accepts the payment of the compensation in the name of a proportional reduction in the price, or any other type of compensation, it is understood that he agrees with the Organizer's proposal for a peaceful settlement of the dispute, and thus waives all further claims against the Organizer in connection of the disputed relationship, regardless of the fact whether he signed a written confirmation of the refund, with a clause on the final resolution of mutual disputed relationships. It will be considered that the refund of the price difference to the Traveler has been made and an agreement has been reached with the Traveler in accordance with the law, these General Terms and Conditions, and the YUTA General Terms and Conditions, when the Organizer has offered the Traveler a real difference in price for inadequately provided services, in accordance with the price list of the direct service provider, which was valid on the day of the conclusion of the Travel Contract, and other available evidence, and that the Organizer acted in accordance with positive regulations.

Any request by the Traveler to initiate the procedure before other persons, before the expiration of the deadline for resolving complaints, will be considered premature, as well as informing the public media and the media, a violation of the Agreement.

15. TRAVEL PROGRAM ON PASSENGER REQUEST AND INDIVIDUAL SERVICES:
15.1. Travel program at the request of the Traveler: Individual travel (further: Program at the request) of the Traveler is a combination of two or more services, as well as a multi-day stay that includes only accommodation services that are not offered by the Organizer, that is, which the Organizer has not previously announced, but has made at the request of the Traveler.
The provisions of the previous clauses of these General Terms and Conditions apply analogously to the On-Demand Program unless otherwise regulated by this clause.
The traveler has the right to withdraw from the Agreement, which he is obliged to notify the Organizer in writing. The date of the written cancellation of the Agreement is the basis for the calculation of compensation due to the Organizer, expressed as a percentage in relation to the total price of the requested trip, if the Program does not specify otherwise, namely:
If the Traveler cancels the trip in a timely manner (90 to 60 days), the Organizer has the right to compensation only for the incurred administrative costs.
15% if the trip is canceled from 60 to 30 days before the start of the trip,
20% if canceled 29 to 20 days before the start of the trip,
40% if canceled 19 to 15 days before the start of the trip,
80% if canceled 14 to 10 days before the start of the trip,
90% if canceled 9 to 6 days before the start of the trip,
100% if canceled 5 days before the start of the trip or during the trip.

15.2. Individual services and "Reservations on request": If the Traveler books only one service, which does not include an overnight stay, the Organizer acts only as an intermediary for someone else's service. For individual and "reservations on request", the Organizer may request a deposit from the Traveler for the cost of the reservation. If the reservation is accepted by the Traveler, the deposit is included in the price of the service. If the reservation is not confirmed by the service intermediary within the agreed period, the deposit is returned to the Traveler in full.

The service intermediary, except for his gross carelessness and negligence, is not responsible for defects, material and physical damage in individual tourist services at the request of the Traveler, for which he is only an intermediary between the Traveler and the direct service providers (e.g. individual accommodation, transportation, ticket service for sports events, excursions, car rental, etc.). By obtaining proof of the contracted individual service, contractual relations come into force, exclusively between the Traveler and each individual service provider.

16. PROTECTION OF PERSONAL DATA OF PASSENGERS: The traveler is aware that the organizer has harmonized its operations with the Law on the Protection of Personal Data and agrees that the Personal Data of the Traveler and companions from the travel confirmation contract such as JMBG, travel document number, phone number, E-mail address, postal address of residence.. which the Traveler voluntarily provides, represent a business secret of the Travel Organizer and can be used in the manner and under the conditions prescribed by the Personal Data Protection Act. The traveler agrees that personal data may be used by the Organizer for the implementation of the contracted Travel Program, whereby the addresses, places, time, and price of the trip and the names of fellow travelers may not be disclosed to other persons, except persons designated by special regulations.

17. OBLIGATION OF IMPLEMENTATION: The Organizer may provide different provisions in the Program in relation to these General Conditions, due to special conditions and rules for direct service providers, as well as for trips with special contents (due to the holding of sports, congresses and similar international events and special types of tourism - school, hunting and fishing, extreme sports, etc.) and which form an integral part of such Agreements.
The Traveler and the Organizer agree to the jurisdiction of the YUTA Arbitration Court, Belgrade, Kondina 14, for the resolution of mutual disputes, with the application of these General Terms and Conditions, as well as the General Terms and Conditions of YUTA Travel and the regulations of the Republic of Serbia. By contracting the jurisdiction of the YUTA Arbitration Court, the Passenger's rights to initiate a specific procedure or to use a specific legal remedy for the protection of their rights, in the manner provided by the regulations of the Republic of Serbia, are not denied. The traveler can initiate a procedure for the out-of-court settlement of a consumer dispute before the competent body only if he has previously stated a complaint or objection to the Organizer, who is obliged to participate in the procedure for the out-of-court settlement of consumer disputes before the body. obliged by law to participate in the out-of-court settlement of consumer disputes. The traveler can initiate out-of-court settlement of consumer disputes before a body from the list of the Ministry mtt.gov.rs/tekst/2306/zastita-potrosaca.php.

These General Terms and Conditions are valid from 18.07.2022. year on which date the General Terms and Conditions published on 04/10/2019 cease to be valid. years.

Name and signature of the director
Damjan Borisavljević
 

Baci Pet

Belgrade
SERBIA TRAVEL SERVICE
Tour Operator Licence 069/2022 
 
+ 381 60 572 02 55
+ 381 64 130 05 25
+ 381 64 567 73 40
 

This email address is being protected from spambots. You need JavaScript enabled to view it.

 Rada Neimara 23.
Belgrade, Serbia.
 
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