General Terms and Conditions of Travel (hereinafter: Travel Terms and Conditions), as well as the Offer and Travel Program, constitute an integral part of the Package Travel Contract (hereinafter: Contract).
The Contract is concluded in written form between the travel organizer – Stil Badel d.o.o. (hereinafter: travel organizer) and the traveler or the legal representative of the traveler (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, as well as by paying the advance payment, the contracting party confirms that they are familiar with all provisions of the Offer, the Travel Program, and the Travel Terms and Conditions, and that they agree with them.
The travel organizer undertakes to provide the traveler with the services specified in the accepted offer, in accordance with the travel program and the contract, and to safeguard the rights and interests of the traveler in line with common business practices in the tourism industry.
The travel organizer is obligated to act with the diligence of a good travel organizer when selecting service providers. The travel organizer is liable for any damage caused to the traveler due to non-performance, partial performance, or improper performance of obligations related to the organization of travel, as defined by the contract and the Law on Obligations.
If, before or during the fulfillment of the contract, extraordinary and unforeseeable external circumstances arise—circumstances that could not have been prevented, avoided, or eliminated, and which, had they existed at the time the contract was concluded, would have constituted a justified reason for the travel organizer not to enter into the contract (e.g., war, unrest, strikes, terrorist actions, sanitary disturbances, natural disasters, etc.)—the travel organizer may terminate the contract and/or offer the traveler a modified contract containing the proposed changes, along with an explanation of how these changes affect the total travel price.
The offer of the modified contract shall be considered accepted unless the contracting party terminates the previously concluded contract at the travel organizer’s office or by submitting a completed Cancellation Form within two business days from the receipt of the proposed contract amendment.
The contracting party is obliged to pay the agreed travel price to the travel organizer in accordance with the travel terms and conditions. The traveler must, upon the request of the travel organizer, provide all information necessary for organizing the trip in a timely manner and ensure that they personally, their travel documents, and their luggage meet the requirements set by border, customs, health, monetary, and other regulations of the countries they will visit or pass through.
The traveler is required to notify, in writing or in another appropriate manner, the service provider of any failure to perform or improper performance of any service agreed upon in the contract as soon as possible, 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 failure to fulfill these obligations.
The offered accommodation facilities, restaurants, and means of transport are described according to the official categorization of the country or the local tourist organization at the time of the publication of the travel program. Standards of furniture, meals, and other services vary by location and country and are not comparable.
If the traveler uses a triple room or a multi-bed room in a hotel, the hotel usually provides a double room with extra beds. The quality of the extra/additional bed fully depends on the hotel. The organizer in no case assumes responsibility for the quality of the extra bed, and any dissatisfaction of the traveler arising from these reasons cannot be subject to complaints.
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 on the bus. The travel organizer is obliged to specify this information in the offer. If the group does not have enough travelers, the organizer charges extra for the empty seats up to the calculated number. An exception are arrangements marked as “fixed price programs”, where the travel organizer assumes the risk of filling the empty seats.
The travel organizer has the right to increase the price of the package if, after the contract is concluded, the exchange rate of the contracted currency changes, if transportation costs increase—including fuel costs—or if there is an increase in fees for certain services (at airports and other ports, etc.) that affect the price of the trip and were not foreseeable.
Calculations for all offered programs are based on the euro or dollar exchange rate on the day the offer was made. In case of an exchange rate change exceeding 3%, the travel organizer reserves the right to adjust the price of the package.
Each offer includes several payment options for the package. The package can be paid in cash, via internet banking, or by bank transfer (bank, post office, internet, bank). Payment can also be made through account transfer (R1) as well as by credit card (in installments).
The contracting party can make a one-time payment using credit cards from all banks – MasterCard, Visa, Maestro, AmEx, and Diners. Installment payments are possible with Visa, MasterCard, and Maestro cards, from 2 to 12 installments. A deposit to confirm the reservation is paid in the amount of 30% of the total package price (including any additional charges, if applicable). The deposit amount may be higher if specified in the offer.
Installments before the start of the trip can be paid at the travel organizer’s offices or by bank transfer (internet banking, post office, bank). The full cost of the trip must be settled no later than 21 days before the departure date, either by paying the remaining amount or by reserving funds on credit cards – the contracting party must authorize the travel organizer to charge the card in person at the organizer’s office or sign a credit card authorization form allowing the organizer to charge the card without the contracting party’s presence. Payment deferral is only possible if the contracting party pays via credit cards.
If the payment terms are not met, the travel organizer is not obliged to provide the traveler with accommodation, ship, plane, or bus seats and has the right to terminate the contract with compensation for actual costs incurred (full price of airline tickets, ship tickets, transport costs, etc.) and a compensation fee calculated as a percentage of the agreed package price, without the obligation to give verbal or written notice to the contracting party. All travel costs must be fully paid before the trip.
If the traveler cancels the paid package, the organizer retains a compensation fee from the total package price (unless otherwise specified in the program):
Up to 60 days before departure: 30% of the package price
60 to 30 days before departure: 60% of the package price
30 to 0 days before departure and after departure: 100% of the package price
In case of the traveler’s no-show, the organizer retains 100% of the amount. All other cancellations must be submitted to the organizer in writing (by email).
If the traveler has not paid the remaining balance or secured undisputed payment of the package 21 days before departure, the organizer considers the traveler to have withdrawn from the reservation, without the possibility of refunding the paid deposit.
If the organizer significantly changes the program, accommodation, or price before the start of the trip, they are obliged to inform the traveler without delay in writing. The traveler may accept or reject the amended program within 2 working days of receiving the organizer’s notification. In case of rejection, the organizer undertakes to refund the paid portion of the price to the traveler within 7 working days. In case of acceptance, the replacement package offered by the organizer is considered a new travel contract, with the traveler waiving all claims against the organizer arising from the original contract.
If the organizer fails to provide a substantial part of the agreed services after the trip has begun or assesses that they will not be able to provide most of the agreed services, they may, at their own expense and with the traveler’s consent, modify the program for the continuation of the trip and compensate the traveler for the difference in price between the agreed and actually provided services. With the traveler’s written consent, the organizer may replace the unfulfilled service with another service, whereby the traveler waives the right to claims against the agency for the mutually agreed and modified part of the trip in relation to the concluded travel contract.
If the organizer cannot appropriately modify the travel program, or if the traveler does not accept the changes for justified reasons, the agency will at its own expense enable the traveler’s return to the place of departure or another agreed location and compensate for any damage suffered. Compensation is paid based on the traveler’s complaint and corresponds to the price of the unused portion of the agreed program. The maximum amount of compensation may equal the total price of the booked package.
The organizer is authorized to unilaterally terminate the contract, fully or partially, without obligation to compensate the traveler, if extraordinary and unforeseeable external circumstances arise that could not have been prevented, avoided, or eliminated, and which, had they existed at the time of concluding the contract, would have justified the organizer not entering into the contract. In this case, the traveler is entitled to a full refund or a refund of the difference between the agreed and provided services.
The organizer reserves the right to cancel the trip no later than 7 days before departure if the minimum number of travelers required for the realization of the package, as stated in each individual travel program, is not met or for any other valid reason.
The organizer reserves the right to change the date or time of travel due to flight schedule changes or unforeseen circumstances, as well as the right to change the travel route if travel conditions change (changed flight schedules, security situations in a certain country, natural disasters, or other situations beyond the agency’s control), without compensation for damages, in accordance with applicable domestic and international transport regulations.
The organizer does not assume responsibility for changes caused by unforeseen circumstances and force majeure during the trip. In such cases, the organizer may provide services based on the given situation. The organizer is not responsible for errors in printed brochures/catalogs or incorrect data entries by operators on websites.
Transport of luggage up to a certain weight, as determined by the carrier, is free of charge. For air transport, excess luggage fees are paid by the traveler according to the carrier’s current rules and prices. Children under 2 years of age are not entitled to free luggage transport. The organizer does not take responsibility for lost or damaged luggage. Claims for lost luggage should be directed by the traveler to the carrier or hotel.
In air transport, the airline is solely responsible for the luggage, based on regulations applicable to air traffic. In case of lost luggage, the traveler must fill out the PIR form of the airline that provided the transport and submit it to the airline representative, keeping one copy for themselves. Based on the completed form, the airline pays compensation according to domestic and international passenger air transport regulations.
In case of luggage loss at the hotel, the traveler should file a claim with the hotel where the luggage was lost. We recommend purchasing luggage insurance.
The traveler has the right to file a complaint regarding non-fulfillment of the agreed service. The traveler is obligated to submit a written complaint to the organizer within 8 days from the end of the trip. Complaints filed after this 8-day period will not be considered. We emphasize that it is in the traveler’s interest to act in good faith and express the intention to resolve the complaint during the trip by submitting a written complaint directly to the service provider on site (reception, carrier, hospitality provider, or travel agency at the destination) and request a written confirmation from the service provider that the complaint was received. Each traveler — the contract holder — must submit complaints individually. The organizer will not consider group complaints.
The organizer is obliged to provide a written response to the complaint within 15 days of receipt, using the same method by which the complaint was submitted (email, mail, or personal delivery, with response sent by registered mail). The organizer will only process complaints for which the traveler provides proof that a written complaint was submitted to the service provider on site and that the cause could not be resolved locally.
If non-fulfillment of the program or part of the services was due to the agency’s fault, the traveler is entitled to compensation equal to the actual value of unused services. Compensation does not cover services already used or the total price of the package.
In cases of contracts made as “last minute” or contracts where the name of the accommodation is disclosed only upon arrival at the destination (such as promotions labeled: fortuna, roulette, no name, as, joker, etc.), the traveler accepts all risks related to such travel. These trips inherently contain uncertain factors beyond the organizer’s control, and the traveler has primarily accepted such travel due to the lower price, thus having no right to file complaints against the organizer.
In disputes related to online sales and services contracts, consumers may submit complaints or initiate procedures for online dispute resolution via the platform available at the following link: http://ec.europa.eu/consumers/odr/
Until the organizer decides on the traveler’s complaint, the traveler waives the right to mediation by any other person, court institution, or disclosure of information to the media.
The contracted accommodation may only be replaced with accommodation of the same or higher category, at the expense of the travel organizer. The travel organizer reserves the right to change excursions by day due to operational or other reasons. The usual hotel check-out time for groups is 10:00 AM, and check-in time is 4:00 PM (unless otherwise stated in the program).
These general conditions supersede all previous conditions and instructions related to the trip.
These terms establish the procedure for ordering, payment, delivery, and product complaints for items offered on this website: https://mozaik-travel.com/. The website may be used for your private use without any usage fees, subject to the following terms and conditions.
The seller is Mozaik Travel d.o.o., and the buyer is the visitor of this website who completes the electronic order, sends it to the seller, and makes payment via credit card or cash on delivery.
The buyer orders products or services via an electronic order form or by phone.
A buyer is any person who electronically orders at least one product or service by filling in the required information and submitting the order.
All prices are expressed in the Bosnian national currency, the Bosnian Convertible Marka (BAM), including VAT. The buyer also has the option to view prices in US dollars and euros.
Products are ordered electronically by clicking on the desired product and adding it to the shopping cart. The product is considered ordered at the moment the buyer selects and confirms the payment method.
Ordered products or services are paid online using one of the following credit cards: Mastercard, Maestro, or Visa.
The seller undertakes to provide the service agreed upon in the program, which is an integral part of the travel contract, and corresponds to what is stated on https://mozaik-travel.com/.
The traveler has the right to file a complaint regarding non-fulfillment of the contracted service. The traveler is obliged to submit a written complaint to the organizer within 8 days from the end of the trip. Complaints submitted after the 8-day deadline will not be considered.
We emphasize that it is in the traveler’s interest to act in good faith and express willingness to resolve complaints during the trip by submitting a written complaint to the service provider on the spot (reception, carrier, caterer, or travel agency at the destination) and request a written confirmation from the service provider that the complaint was received. Each traveler – contract holder must submit complaints individually. The organizer will not consider group complaints.
The organizer is obliged to issue a written response to the complaint within 15 days of receipt, using the same communication method as the complaint was submitted (email, mail, or personal delivery, with a response by registered mail). The organizer will only handle complaints for which the traveler provides proof that a written complaint was submitted to the service provider on site and that the cause could not be resolved there.
If the failure to fulfill the program or part of the services is due to the organizer’s fault, the traveler is entitled to compensation equal to the actual value of the unused services and cannot include already used services or the entire package price.
In case of a “last minute” travel contract or contracts where the traveler learns the name of the accommodation only upon arrival at the destination (offers such as: fortuna, roulette, no name, as, joker, etc.), the traveler accepts all risks associated with such travel. These trips contain uncertain factors beyond the organizer’s control, and the traveler primarily accepts such a trip because of the lower price, therefore has no right to complaints against the organizer.
In case of a dispute related to the contract for online sales and online services, the consumer may submit a complaint or initiate an online dispute resolution procedure via the online dispute resolution platform available at the following link: http://ec.europa.eu/consumers/odr/
Until the organizer decides on the traveler’s complaint, the traveler waives mediation by any other person, judicial institution, or the provision of information to the media.
Mozaik Travel d.o.o.
Terezija bb, 71000 Sarajevo, Bosnia and Herzegovina
ID number: 4203417690002
