(1.1) The information provided in the travel program is binding and an integral part of the Contract, as well as any changes made later by agreement between the parties.

(1.2) The content of the arrangement will be realized as described, except in cases of force majeure and extraordinary circumstances that could not be foreseen, avoided, or eliminated.

(1.3) The Organizer has the right to modify the program (in duration or content) in case of force majeure or extraordinary circumstances that could not be foreseen, avoided, or eliminated. The User has the right to a refund of the amount for unrealized services, and the Organizer has the right to compensation for actual costs incurred.

(1.4) The offered accommodation facilities (hotels and apartments) are described according to the official categorization at the time of the program’s publication. The quality of services is standardized by local tourism authorities. Accommodation and service standards vary by destination and are not comparable.

(1.5) If the User has not arranged a room/apartment with special characteristics, they will accept any officially registered room/apartment for accommodation in the agreed facility, as described in the catalog and price list. If possible, the Organizer will try to meet the User’s additional requests (comfort, room orientation and view, floor, etc.), but cannot guarantee fulfillment of such requests. The usual check-in time for rooms is after 14:00, and check-out is by 10:00 (unless otherwise specified in the house rules).

(1.6) Replacement of the agreed accommodation can only be made with a facility of the same category or, at the Organizer’s expense, with a facility of a higher category in the agreed accommodation location. In cases where accommodation in the reserved facility is not possible due to technical reasons or “overbooking” by the hotelier, the Organizer will accommodate the User according to the possibilities at the given moment, in a facility of the same or higher category, without compensation.

(1.7) If the User has not explicitly agreed in writing on certain services with additional characteristics and quality, there is no basis for filing a complaint against the Organizer regarding those services. Some special or specific User requests cannot be guaranteed by the Organizer.

(2.1) The Organizer reserves the right to increase the agreed price only if, after concluding the contract, there has been a change in the currency exchange rate, or a change in hotel, carrier, or other tariffs that affect the travel price.

(2.2) For a price increase of up to 10%, the Buyer’s consent is not required (calculated on the remaining payment).

(2.3) Additional announcements of travel price reductions, such as special offers or discounts like “last minute” or “SPO” (special price offer), cannot apply to already concluded contracts and cannot be the basis for any User objection or complaint against the Organizer.

(3.1) Upon registration-reservation, the Buyer pays a deposit of 30% (thirty percent) of the total package value, unless otherwise specified in the program/offer. The remaining package value is paid after reservation confirmation, no later than 15 (fifteen) days before the travel date or within other deadlines specified in the program.

(3.2) If the User does not make the additional payment as per clause (3.1), the Organizer will consider that the User is canceling the package and will charge cancellation fees in accordance with the terms of Article 4.

(3.3) If the User is unable to use the tourist package, they may transfer their reservation to another person who meets the conditions for it. The Organizer will transfer the reservation to another person if possible, and the User will accept and pay all costs arising from such a transfer.

User’s Right to Cancel the Trip

(4.1) The User may cancel the trip at any time and must do so in writing. The date of the written cancellation is the basis for calculating and charging cancellation fees as compensation in a specified percentage.

a) For package arrangements (bus, air, combined programs, charter programs, and cruises), the User may cancel the trip according to the conditions specified in the program itself.

Note: For certain programs, cancellation is not possible due to issued tickets with regular airlines that cannot be canceled or changed.

b) For hotel reservations, cancellation must comply with the cancellation periods specified in the offer.

c) Reservations with any discount (e.g., Early Booking, Last Minute, SPO, etc.) are non-cancelable and subject to 100% cancellation penalties, unless otherwise specified.

If the program/offer does not specify cancellation periods and does not include a discount, the following scale applies: for cancellation 60 to 45 days before travel, 5% is charged; for cancellation 44 to 30 days before travel, 10%; for cancellation 29 to 20 days before travel, 20%; for cancellation 19 to 15 days before travel, 40%; for cancellation 14 to 10 days before travel, 80%; for cancellation 9 to 6 days before travel, 90%; for cancellation 5 to 0 days before travel or during travel, 100%. Exceptions to the above scale include special cancellation fee scales for cruises, individual intercontinental/long-distance trips, school excursions, student trips, congresses, and seminars, which will vary depending on the contract and will be additionally agreed upon. Trips booked at early booking prices ("Early Booking"), special promotions (SPO), or last-minute reservations ("Last Minute") incur a 100% cancellation fee regardless of when the cancellation occurs, unless otherwise specified or permitted by the Organizer.

d) For bus or air ticket reservations, the conditions, rules, and regulations of the carrier apply, as well as domestic/international transport regulations for the type of transport.

(4.2) If the User cancels the Contract during a period when no cancellation penalties are calculated, the Organizer is entitled to a handling fee—administrative costs of 10€ (euros) per application-contract.

(4.3) If the User wishes to change the date before the day of the previously confirmed departure, if possible, the Organizer will make the reservation change and charge handling-administrative costs of 10€ (euros) per application-contract.

(4.4) If the User cancels the package before the start of the trip due to reasons they could not foresee, avoid, or eliminate (illness, injury, or death in the immediate family, natural disaster, or similar), and based on a valid certificate from the competent authorities or other proof, or if the User provides a suitable replacement or the Organizer finds a replacement, in such cases, they do not pay cancellation fees per the specified scale but must cover the actual costs arising from the cancellation, which the Organizer is obliged to pay to service providers without a refund right.

(4.5) If the User cancels the package after the start of the trip (during travel or stay at the destination), the Organizer retains the full amount of the agreed price.

(4.6) If the User cancels the package after the start of the trip due to events resulting from “force majeure” or extraordinary circumstances that neither the User nor the Organizer could foresee, avoid, or eliminate, the Organizer retains the full amount and bears no responsibility or obligation to refund funds for unrealized services, unless the final service provider accepts and performs a refund.

(4.7) If the Organizer, before the start of the package’s realization (which the User independently canceled), incurred non-refunded actual costs greater than those retained per the cancellation tables depending on the package type, the User is obliged to fully cover them.

Organizer’s Right to Cancel the Contract

(4.8) If the Organizer cancels the tourist package for any reason other than the User’s fault before the agreed departure date, the User has the right:

- to take a tourist package that suits them or another similar package of higher quality where the agency can offer it as a replacement. If the replacement package is of lower quality, the Organizer will refund the price difference to the User, or

- to have the full amount paid under the contract refunded within a period not exceeding 15 days from the cancellation date, except when the cancellation results from force majeure or extraordinary circumstances.

(4.9) The Organizer may cancel the contract, in whole or in part, without liability for damages, if extraordinary circumstances occur before or during the contract’s execution that could not be foreseen, avoided, or eliminated, and which, if they existed at the time of concluding the contract, would have been a justified reason for the Organizer not to conclude the contract. In such cases, the Organizer will charge the User all actual costs incurred in connection with the package that are non-refunded. If the User paid more than the actual costs, the difference will be refunded; if the actual costs exceed the total payment, the User will cover the difference.

(4.10) The Organizer reserves the right to postpone or cancel the package without liability for damages in case of an insufficient number of registered passengers from the stipulated minimum for a certain package per the program. The Organizer must notify all Users of the cancellation at least 5 (five) days before the start of the package’s realization and refund the paid funds in full no later than 8 (eight) days from the cancellation date.

Obligations and Responsibilities of the Organizer

(5.1) The Organizer is obliged to ensure the realization of services and the selection of service providers with the care of a good organizer.

(5.2) The Organizer is not liable for damages caused by errors in the operations of transport companies, hospitality entities, tour guides, and escorts that could not be foreseen or avoided, and excludes any liability for changes and non-performance of services caused by force majeure, extraordinary circumstances, acts and actions of state authorities, or delays in transport means.

(5.3) The Organizer does not accept any responsibility related to visa issuance, entry bans, or travel restrictions, including situations related to lost, invalid travel documents, expired validity, or insufficient validity for entry into the destination country.

(5.4) The Organizer is not liable for any damage that the User causes or personally suffers in the visited countries.

(5.5) The Organizer is not liable for destroyed or lost luggage, nor for lost items or valuables during the trip or stay.

(5.6) In all the above cases, the Organizer will provide appropriate assistance to the affected User but will also charge them for all costs arising from it.

Obligations and Responsibilities of the User

(5.7) The User is obliged to pay the Organizer the agreed price for the trip at the agreed time.

(5.8) The User is obliged to provide all accurate information necessary for organizing the trip in a timely manner.

(5.9) The User is obliged to ensure that they, their personal documents, and luggage meet the conditions stipulated by border, customs, health, monetary, and other administrative regulations. The User is responsible for safeguarding and answering for all their documents, funds, and personal luggage throughout the trip.

(5.10) The User is obliged to comply with the house rules in hospitality and hotel facilities, as well as in transport means, and to cooperate with the Organizer’s representative/escort and service providers in good faith.

(5.11) Users who disturb the order in facilities or transport means may be removed without the right to claim compensation from the Organizer.

(5.12) The User is liable for damages caused to the Organizer by failing to fulfill obligations arising from the contract and legal regulations.

Air Transport

(6.1) Passenger transport by air is regulated by domestic and international air traffic rules, as well as the rules of the airline engaged by the Organizer.

(6.2) In case of a change in the scheduled departure time by the airline or flight delays, the Organizer is not liable for any consequences, and applicable air traffic regulations apply.

(6.3) All costs arising from discrepancies between the personal information provided to the Organizer and the User’s passport data are borne by the User.

(6.4) The User is responsible for their flight ticket from the moment they receive it and bears the consequences of its loss or the loss of the boarding pass.

(6.5) Cancellation of flight tickets by the User or flights by the airline is subject to the airline’s rules and regulations.

(6.6) The User is obliged to fully comply with the airline’s rules, guidelines, and instructions throughout the package.

Bus Transport

(6.7) Bus transport and transfers are carried out with standard tourist buses according to the regulations and criteria applicable in the countries where the bus carrier engaged by the Organizer is registered.

(6.8) In case of bus delays due to weather conditions, extraordinary traffic conditions, excessive border delays, technical breakdowns, or similar, the Organizer is not liable for any resulting delays.

(6.9) The User is obliged to accept the seat in the bus assigned by the agency. Exceptions may apply to certain bus trips regulated so that the User can reserve a specific seat upon reservation at the agency with an additional payment specified in the program (except for the first row, which is usually reserved for agency or carrier staff).

Luggage

(6.10) The User is personally responsible for their luggage. The User is entitled to luggage according to the conditions specified in the program or the carrier’s rules.

(6.11) As luggage, it is not permitted to bring commercial goods, food, medicines, narcotics, chemical or flammable substances, weapons, animals, plants, packaging, or similar prohibited items.

(6.12) It is recommended to take out a Travel Insurance policy with luggage insurance through an Insurance Company before the trip, which can be arranged at the agency. In case of luggage damage or loss, the Organizer is not liable, and the User cannot claim compensation for damaged or lost luggage.

(7.1) Individual arrangements are a combination of one or more services organized by the Organizer as an intermediary for the User’s needs. The provisions of the previous points of the General Conditions may not apply by the same analogy, and the conditions of the final service provider apply, which the Organizer will additionally inform the User about, and the User will accept and adhere to.

(7.2) For individual arrangements, the User pays a deposit for reservation costs of at least 50 euros in denar equivalent. If the reservation is accepted by the User, the deposit is included in the trip price. If the Organizer does not confirm the reservation, the deposit is fully refunded to the User. If the User cancels a confirmed reservation, the Organizer retains the full deposit amount.

(8.1) The User is obliged to inquire at the competent health institution and comply with health regulations for travel to a specific country (need for vaccines or health documents).

(8.2) In case of illness or accident during the package, the User covers the costs of treatment or any medical interventions. Therefore, we recommend taking out a Travel Health Insurance policy through an Insurance Company before the trip, which can be arranged at the agency.

(9.1) The User’s personal information, voluntarily provided, is a business secret of the Organizer. The User agrees that the Organizer may use their personal information to realize the agreed travel program, where addresses, place, time, and price of the trip, and names of companions must not be disclosed to other persons, except to persons in accordance with specific legal provisions.

(10.1) In case of incomplete or poor-quality service performance, the User has the right to appropriate compensation, only if they submit a written complaint to the Organizer. Each User—contract signatory—has the right to complain based on an unperformed contracted service. The Organizer will not accept group complaints submitted by multiple contract signatories based on a single complaint.

(10.2) Immediately, on the spot, the User reports any inadequate service or issue to the Organizer’s representative or the service provider. The User is obliged to cooperate with the representative and service provider in good faith.

(10.3) If the User does not accept the offered complaint resolution on the spot that corresponds to the paid service, the Organizer will not consider the User’s additional complaint and will not respond to it.

(10.4) If the reason for the complaint is not resolved, the User, together with the Organizer’s representative or service provider, prepares a written confirmation (report).

(10.5) No later than 8 (eight) days after the package’s completion, the User submits a written complaint at the point of sale where they paid for the package, attaching the written confirmation (report) signed by the representative and any receipts for additional costs. The Organizer will only process fully documented complaints submitted within the 8-day period. The Organizer will only address complaints for which the causes could not be resolved at the destination.

(10.6) The Organizer will issue a written decision within 14 (fourteen) days of receiving the complaint. The Organizer may extend the resolution deadline to complete information and verify the reported complaints with the service provider.

(10.7) Until the Organizer issues a decision on the complaint, the User waives mediation by any other person, initiating legal proceedings, or complaints to inspectorates, as well as sharing/providing information to media and social networks. Any User non-compliance with this, or disruption of the initiated procedure with any mentioned or unmentioned activity, provides grounds for rejecting the complaint, terminating the initiated procedure, and filing a lawsuit by the Organizer before competent authorities for compensation for defamation and reputational damage.

(10.8) The maximum compensation per complaint may reach the amount of the complained-about service part but cannot include already used services or the total package amount.

(11.1) If the User is not satisfied with the Organizer’s decision on the complaint, they have the right to initiate legal proceedings before the competent Court in Skopje.