This is an English translation for your convenience. In case of any discrepancy, the Bosnian version prevails.
General terms of travel
The General Terms of Travel (hereinafter: Terms of Travel), together with the offer and the travel itinerary, form an integral part of the package travel contract (hereinafter: Contract).
The Contract is concluded in writing between the tour organiser – Mozaik Travel d.o.o. (hereinafter: Tour Organiser) and the traveller or their legal representative (hereinafter: Contracting Party). If the Contracting Party does not provide the Tour Organiser with a signed copy of the Contract, the Contract will be deemed concluded upon payment of the deposit.
By signing the Contract and/or paying the deposit, the Contracting Party confirms that they are familiar with all provisions of the Offer, the Travel Itinerary and these Terms of Travel, and accepts them in full.
Obligations of the tour organiser
The Tour Organiser undertakes to provide the traveller with the services specified in the accepted Offer, in accordance with the Travel Itinerary and the Contract, and to protect the rights and interests of the traveller in line with standard business practices in the tourism industry.
The Tour Organiser must act with the care of a diligent tour organiser when selecting service providers. The Tour Organiser is liable for damage resulting from non-performance, partial performance or improper performance of contractual obligations, as defined by the Contract and the Law on Obligations.
If, before or during the performance of the Contract, extraordinary and unforeseeable external circumstances arise – circumstances that could not have been prevented, avoided or removed and that would have constituted a justified reason not to conclude the Contract (e.g. war, unrest, strikes, terrorist acts, epidemics, natural disasters) – the Tour Organiser may terminate the Contract and/or offer the traveller an amended Contract, explaining how the changes affect the total price of the trip.
Such an amended Contract will be deemed accepted unless the Contracting Party terminates the original Contract in writing, by submitting a completed cancellation form at the Tour Organiser's office within two working days of receiving notice of the proposed changes.
Obligations of the traveller
The Contracting Party must pay the agreed price of the trip in accordance with these Terms of Travel. At the request of the Tour Organiser, the traveller must provide all information needed to organise the trip and ensure that they, their documents and their luggage comply with the border, customs, health, currency and other regulations of the countries they will visit or transit through.
The traveller must immediately notify the service provider in writing (or by other appropriate means) of any non-performance or improper performance of the services agreed in the Contract, and must notify the Tour Organiser no later than 8 days after the end of the trip.
The traveller is liable for any damage resulting from failure to comply with these obligations.
Classification and description of services
Accommodation, restaurants and means of transport are described in accordance with the official classification of the country or the local tourist board on the date the Travel Itinerary is published. Standards of facilities and services vary between destinations and are not comparable.
If the traveller books a triple or larger hotel room, the hotel usually provides a double room with an extra bed. The quality of extra beds depends solely on the hotel. The Tour Organiser accepts no responsibility for the quality of extra beds, and dissatisfaction on this basis is not grounds for a complaint.
Verbal agreements made when concluding and performing the Contract are not valid and do not bind the Tour Organiser beyond what is described in writing in the Travel Itinerary or the Offer.
Minimum number of travellers in a group
For all programmes, the price is calculated on the basis of a certain number of paid places. The Tour Organiser must state this in the Offer. If the group does not reach the required number of travellers, the Tour Organiser may charge a supplement for the empty places up to the calculated number. The exception is packages marked as “fixed-price programmes”, where the Tour Organiser bears the risk of unfilled places.
Currency clause and price changes due to fuel costs
The Tour Organiser reserves the right to increase the price of the package if, after the Contract has been concluded, there are changes in exchange rates, transport costs – including fuel – or increases in charges for certain services (e.g. airport taxes) that affect the price of the trip and could not have been foreseen.
The prices of all programmes offered are calculated on the basis of the euro or dollar exchange rate valid on the date the Offer is issued. If the exchange rate changes by more than 3%, the Tour Organiser reserves the right to adjust the price of the package accordingly.
Payment for the package
Each offer includes different payment options. Payment can be made in cash, by online banking, by bank transfer or by credit card.
The Contracting Party can pay in a single instalment using credit cards from all banks—MasterCard, Visa, Maestro, AmEx and Diners—or in instalments (from 2 to 12) using Visa, MasterCard or Maestro cards. A deposit of 30% of the total package price (including all additional costs) is required to confirm the booking. In some cases a larger deposit may be required, if stated in the offer.
Instalments before departure can be paid at the Tour Organiser's offices or by bank transfer. The total amount must be paid in full no later than 21 days before departure, either by paying the remaining amount or by authorising Mozaik Travel to reserve or charge the funds on a credit card. Deferred payment is only possible when paying by credit card.
If the payment deadlines are not met, the Tour Organiser is not obliged to provide accommodation or transport and reserves the right to terminate the contract and charge the actual costs incurred (e.g. flight tickets) and cancellation fees, without prior notice. All travel costs must be paid in full before departure.
Cancellation by the traveller
If the traveller cancels the package, the Tour Organiser retains a cancellation fee of the total package price:
- Up to 60 days before departure: 30%
- From 60 to 30 days before departure: 60%
- Less than 30 days before departure or in case of a no-show: 100%
Cancellations must be submitted in writing (e.g. by email).
If the traveller does not pay the balance or secure payment 21 days before departure, Mozaik Travel will consider the traveller to have withdrawn from the booking, with no right to a refund of the deposit.
Cancellation by the tour organiser or changes to the itinerary
If Mozaik Travel significantly changes the itinerary, accommodation or price before departure, the traveller will be notified in writing. The traveller must accept or reject the changes within 2 working days. In case of rejection, Mozaik Travel will refund the amount paid within 7 working days. Acceptance of the changes is considered a new contract, whereby the traveller waives all claims under the previous contract.
If, during the trip, the Tour Organiser cannot provide a significant part of the contracted services, it may, with the traveller's consent, change the itinerary and compensate the difference in value. Alternatively, if the traveller does not accept justified changes, Mozaik Travel will arrange the return journey and reimburse the unused part of the package up to the total value of the package.
Mozaik Travel may unilaterally terminate the contract without any obligation to pay compensation in the event of extraordinary circumstances beyond its control. In such cases, the traveller is entitled to a full refund of the amounts paid.
Mozaik Travel reserves the right to cancel the trip no later than 7 days before departure if the minimum number of travellers has not been reached or for other justified reasons. It also reserves the right to change dates, times, routes or services due to force majeure, without accepting liability.
Luggage
Luggage up to a certain weight, set by the carrier, is carried free of charge. For air travel, excess luggage is paid for by the traveller according to the carrier's current rules and prices. Children under 2 years of age are not entitled to free luggage. The organiser accepts no responsibility for lost or damaged luggage. Claims for lost luggage are made by the traveller to the carrier or the hotel. For air travel, the airline alone is responsible for luggage, on the basis of the regulations applicable to air transport. In the event of lost luggage, the traveller fills in the PIR form of the airline that carried them and hands it to the airline's representative, keeping one copy. On the basis of the completed form, the airline pays compensation in accordance with the regulations applicable to domestic and international passenger air transport. If luggage is lost at a hotel, the traveller makes the claim to the hotel where the luggage was lost. We recommend taking out luggage insurance.
Complaints
The traveller must submit a complaint in writing within 8 days of the end of the trip. Complaints submitted after this deadline will not be considered. Travellers are advised to report any problems immediately on the spot to the service provider and to request written confirmation. Each traveller must submit their own separate complaint. Mozaik Travel will send a written reply within 15 days.
Compensation is limited to the unused part of the services, with no possibility of compensation for services used or for the total price of the package. Contracts under “last minute” or promotional offers (e.g. fortune, roulette) are concluded at the traveller's own risk, and complaints on these grounds will not be accepted.
Other conditions
Accommodation may be replaced with accommodation of the same or a higher category. Mozaik Travel reserves the right to change the dates of excursions for operational reasons. Standard hotel check-out is by 10:00 and check-in from 15:00, unless stated otherwise.
These General Terms replace all previous terms and instructions.
Terms of purchase (online orders)
These terms govern the ordering, payment, delivery and complaints for products purchased through the website https://mozaik-travel.com/. The Seller is Mozaik Travel d.o.o., and the Buyer is any visitor to the website who places an order and pays online.
Products are ordered by selecting items and confirming payment. Prices are shown in BAM, with the option of showing them in EUR. Payment is made by Mastercard, Maestro or Visa card.
Complaints regarding online purchases are handled under the same procedure as complaints about travel services.