The General Terms and Conditions of Travel (hereinafter: Travel Terms and Conditions), together with the Offer and the Travel Program, constitute an integral part of the Package Travel Contract (hereinafter: Contract).
The Contract is concluded in written form between the travel organizer – Mozaik Travel d.o.o. (hereinafter: Travel Organizer) and the traveler or their legal representative (hereinafter: Contracting Party). If the Contracting Party does not deliver a signed copy of the Contract to the Travel Organizer, the Contract shall be considered concluded upon payment of the deposit.
By signing the Contract and/or paying the advance payment, the Contracting Party confirms they are familiar with all provisions of the Offer, the Travel Program, and these Travel Terms and Conditions, and fully accepts them.
The Travel Organizer undertakes to provide the traveler with the services specified in the accepted Offer, in accordance with the Travel Program and Contract, and to protect the rights and interests of the traveler in line with standard business practices in the tourism industry.
The Travel Organizer is obligated to act with the diligence of a prudent travel organizer when selecting service providers. The Travel Organizer 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 execution of the Contract, extraordinary and unforeseeable external circumstances arise—circumstances which could not have been prevented, avoided, or eliminated, and which would have constituted a justified reason not to enter into the Contract (e.g., war, unrest, strikes, terrorist acts, epidemics, natural disasters)—the Travel Organizer may terminate the Contract and/or offer the traveler a modified Contract with an explanation of how the changes affect the total travel price.
Such a modified Contract shall be considered accepted unless the Contracting Party terminates the original Contract in writing by submitting a completed cancellation form at the Travel Organizer’s office within two business days of receiving notice of the proposed changes.
The Contracting Party is obliged to pay the agreed travel price in accordance with these Travel Terms and Conditions. Upon the Travel Organizer’s request, the traveler must provide all necessary information for organizing the trip and ensure that they, their documents, and their luggage comply with border, customs, health, currency, and other regulations of the countries to be visited or transited.
The traveler must promptly notify the service provider in writing (or by another appropriate means) of any failure to perform or improper performance of services agreed upon in the Contract, and must inform the Travel Organizer no later than 8 days after the end of the trip.
The traveler is liable for any damage resulting from non-compliance with these obligations.
Accommodation facilities, restaurants, and means of transport are described in accordance with the official categorization of the country or local tourism authority as of the date of the Travel Program’s publication. Standards of facilities and services vary between destinations and are not comparable.
If the traveler books a triple or multi-bed hotel room, the hotel typically provides a double room with an extra bed. The quality of additional beds depends solely on the hotel. The Travel Organizer does not accept liability for the quality of extra beds, and any dissatisfaction on this basis is not grounds for complaint.
Oral agreements made during the conclusion and execution of the Contract are not valid and do not bind the Travel Organizer beyond what is described in writing in the Travel Program or Offer.
For all programs, the price calculation is based on a specific number of paid seats. The Travel Organizer must specify this information in the Offer. If the group does not reach the required number of travelers, the Travel Organizer may charge extra for empty seats up to the calculated number. Exceptions apply to arrangements marked as “fixed price programs,” where the Travel Organizer assumes the risk of unfilled seats.
The Travel Organizer reserves the right to increase the package price if, after the Contract is concluded, there are changes in exchange rates, transportation costs—including fuel—or increases in fees for certain services (e.g., airport charges) that impact the trip price and were not foreseeable.
Calculations for all offered programs are based on the euro or dollar exchange rate valid on the day the Offer was issued. In case of an exchange rate change exceeding 3%, the Travel Organizer reserves the right to adjust the package price accordingly.
Each Offer includes various payment options. Payment can be made in cash, via internet banking, bank transfer, or by credit card.
The Contracting Party may pay in one installment using credit cards from all banks—MasterCard, Visa, Maestro, AmEx, and Diners—or in installments (2 to 12) using Visa, MasterCard, or Maestro cards. A deposit of 30% of the total package price (including any additional costs) is required to confirm the reservation. A higher deposit may apply if specified in the Offer.
Installments prior to departure can be paid at the Travel Organizer’s offices or by bank transfer. The full cost must be settled no later than 21 days before departure, either by payment of the balance or by authorizing Mozaik Travel to reserve or charge funds on the credit card. Payment deferral is possible only when paying by credit card.
If payment deadlines are not met, the Travel Organizer is not obliged to provide accommodation or transport and reserves the right to terminate the Contract and charge actual costs incurred (e.g., airline tickets) and a cancellation fee without any obligation to give prior notice. All travel costs must be fully paid before departure.
If the traveler cancels the package, the Travel Organizer retains a cancellation fee from the total price:
Cancellations must be submitted in writing (e.g., email).
If the traveler fails to pay the balance or secure payment 21 days before departure, Mozaik Travel will deem the traveler to have withdrawn from the reservation, with no refund of the deposit.
If Mozaik Travel significantly changes the program, accommodation, or price before departure, it will notify the traveler in writing. The traveler must accept or reject the changes within 2 working days. In case of rejection, Mozaik Travel will refund the paid amount within 7 working days. Acceptance of the changes constitutes a new contract, waiving any claims under the original agreement.
If the Travel Organizer is unable to provide a substantial portion of services during the trip, it may, with the traveler’s consent, modify the program and compensate the difference in value. Alternatively, if the traveler does not accept justified changes, Mozaik Travel will arrange return transport and compensate the unused portion of the trip up to the total price of the package.
Mozaik Travel may unilaterally terminate the Contract without compensation in the event of extraordinary circumstances beyond its control. In such cases, the traveler is entitled to a full refund.
Mozaik Travel reserves the right to cancel a trip no later than 7 days before departure if the minimum group size is not reached or for other valid reasons. It also reserves the right to change travel dates, times, routes, or services due to force majeure, without liability.
Luggage transport up to the carrier’s allowance is free. Excess luggage fees are paid by the traveler. Mozaik Travel accepts no responsibility for lost or damaged luggage. For air travel, claims must be filed directly with the airline using a PIR report. For hotel loss, claims should be submitted to the hotel. Travelers are advised to purchase luggage insurance.
The traveler must submit complaints in writing within 8 days of the trip’s end. Late complaints will not be considered. Travelers are encouraged to report issues on-site to the service provider and request written confirmation. Each traveler must submit individual complaints. Mozaik Travel will respond in writing within 15 days.
Compensation will be limited to the unused portion of services, excluding any used services or the total package price. “Last minute” or promotional contracts (e.g., fortuna, roulette) are booked at the traveler’s own risk, and no complaints will be accepted.
Accommodation may be replaced with accommodation of the same or higher category. Mozaik Travel reserves the right to adjust excursion dates for operational reasons. Standard hotel check-out is 10:00 a.m., check-in is 3:00 p.m. unless stated otherwise.
These General Terms supersede all previous terms and instructions.
These terms govern ordering, payment, delivery, and complaints for products purchased on https://mozaik-travel.com/. The Seller is Mozaik Travel d.o.o. The Buyer is any website visitor who completes an order and pays online.
Products are ordered by selecting items and confirming payment. Prices are displayed in BAM, with options to view in EUR. Payment is via Mastercard, Maestro, or Visa.
Complaints regarding online purchases follow the same procedure as complaints for travel services.
Mozaik Travel d.o.o.
Terezija bb, 71000 Sarajevo, Bosnia and Herzegovina
