GENERAL TRAVEL TERMS AND CONDITIONS
1. GENERAL TERMS
GEOVIVA d.o.o., VAT number 218828440004, ID 4218828440004headqutered in Visoko, Zanatski centar bb., Bosnia and Herzegovina, (hereinafter: Agency), acts as an intermediary in providing a variety of travel services, primarily intermediary in providingaccommodation and services, between the Guest (customer) and the host family, a hotel or other accommodation and service type. The agency also acts as a mediator between the organizers of package tours and the end user (guests). In addition, Agency is the system for presentation and sales of tourist services and facilities through the Internet, network of Agencies’ partners and the media.
Everything that is listed in the general conditions is binding for both the Agency and the Traveller unless otherwise determined by the Agreement
The general travel conditions are published on the Internet pages of the Agency and are a component part of the Agreement between the Agency and the guest.
2. CONTENT OF THE OFFER
The Agency ensures services according to the information published and valid at the time of the reservation confirmation, and according to the description and travel period in accordance with confirmed reservations except in circumstances beyond our control; illness of the service provider or his/her immediate family; outstanding circumstances which cannot be foreseen nor eliminated such as natural catastrophes (earthquakes, floods, fires, droughts); wars, strike, terrorist actions and limitations issued by the government (mobilisation, country exit ban).
3. RESERVATIONS AND BOOKING
Inquiries and booking of accommodation and package can be made solely electronically via e-mail, using direct online request, in a written form or personally at the Agency’s office, as well as at the offices of partner travel agencies. By confirming a reservation, the Traveller confirms that he/she is aware of the General Terms and conditions of the travel services and fully comprehends and accepts these terms which are binding for both the Traveller and the Agency.
On receipt of your request, the customer will receive from us an offer for services and accommodation and a quotation. Furthermore, the customer will receive a written confirmation of the reservation on the basis of which he shall pay an advance and thereby confirm the reservation.
After confirmation, the Guest is required to pay 30% of the full amount within 24 hours (not counting Saturdays, Sundays or holidays) to make the reservation valid. Payment is possible by bank transfer to the bank account of the Agency. The guest chooses the appropriate payment method.
The other 70% the guest is required to pay at least 21 days before arrival. If Your arrival is within 21 days You will need to pay the full amount within 24 hours (not counting Saturdays, Sundays or holidays) to make the reservation valid.
When booking, the customer is required to pay an advance and to give all the information necessary in the booking procedure. There upon the customer will receive a voucher containing all the necessary information about the reservation. Voucher is a proof that the appropriate reservation has been made.
Note for credit card payment – the credit card will be charged in the amount stated in BAM according to the selling foreign exchange rate of SPARKASSE Bank on the charge date. Differences and fluctuations between the exchange courses of SPARKASSE Bank (our bank) and the Guest’s credit card company are possible. All banking expenses, as well as any other additional expenses concerning the payment procedure, are taken by the Guest.
4. TOURIST TAX
According to the Bosnian and Herzegovinian Law on the Residence Tax, customers/citizens who stay in a tourist place other than their place of residence and sojourn in a hotel or other accommodation building (-house) in which catering services and tourist activities are run, are required to pay the tourist tax. The amount of Sojourn Tax to be paid will be stated on your reservation calculation and will be paid together with the rest of the price of services upon arrival. According to the Law on sojourn tax of the Bosnia and Herzegovina state, the sojourn tax is from 1,00 to 3,00 BAM per person per day for adults. Adolescents from the age of 12 to 18 (but not after they have turned 18) are entitled to a 50% discount, while children under the age of 12 are exempted from paying the sojourn tax.
5. PRICES FOR THE SERVICE
a) General services
The price of accommodation and services includes the basic service as described in the booked accommodation/package unit (there is a note “the price includes” in the descriptions). The price of accommodation and services is given in EURO. Agency reserves the right to make changes to the stated prices (in the event that the host changes prices or there are changes in exchange rates). For customers who have paid an advance for their reservation, Agency guarantees the price of accommodation and services, stated in the calculation according to which the advance was paid. If the changes occures prior to the payment of the advance, Agency is required to inform the customer. If more customers, than are stated on the voucher, arrive at the accommodation unit, the host has the right to deny the extra customers accommodation or to accommodate all of the customers at extra charge directly made to the host according to the actual pricesand all the others domains of Agency are calculated on the basis of our contracts with our partner agencies and do not need to respond to the prices in the destination where the customer stays for his holiday, so this cannot be the reason of a complaint.
b) Special (other) services
Special services are those not included in the price of accommodation. These services must be requested at the time of booking or upon arrival only if they are in the description of the accommodation unit indicated under (“other conditions, as agreed, important etc.”). Therefore the customer pays for them separately according to the price list at the office where the customer registers himself in for sojourn.
6. CATEGORIZATION AND SERVICE DESCRIPTION
Accommodation units offered by Agency (apartments, hotels or other objects) and our partners are described in accordance to the official categorization of the authorized institution, and based on onsite assessment prior to being put in Agency‘s online offer. Standards for accommodation, food, services, etc. differ from place to place, country to country, and cannot be compared. Information obtained at the point of sale does not oblige Agency in any way more than any information available on the Internet pages of the Agency.
The accommodation services can be started to make use of at 4 p.m. on the day of arrival. If it possible to start to make use of them sooner, Agency is required to inform the Guest. The Guest is obliged to leave the accommodation unit till 10 a.m. on the day of departure if not agreed differently with the Agency or the provider of the service (host).
If a guest cannot arrive until 4 p.m. he shall give a notice to the Agency. Unless otherwise stated, the guest must leave the accommodation clean. This is especially applied to tidy bed, washed dishes and emptied trash. Certain services must be sought in the application (such as cots, washing machine, computer with Internet access).
The tolerance of +/- 20% applies to all numerical values (areas, distances,…). Stated distances are based on air distances unless otherwise stated.
7. OBLIGATIONS OF THE AGENCY
Agency has the obligation to take care of the provided services, hosts, and customers’ interests and rights according to the accepted customs and practices in tourism and in accordance to these terms. The Agency will fulfil all the abovementioned obligations as described, except in circumstances beyond its control.
8. CUSTOMER’S OBLIGATIONS
Herewith, customers’ obligations are pointed out:
- the customer is required to have valid travel documents,
- the customer shall obey custom regulations and currency exchange regulations of the country where the destination is located,
- upon arrival when registering in the travel agency the customer shall provide a valid document (an identity card or a passport),
- the customer shall produce the confirmation of payment (Voucher received by mail or email) upon arrival in order to pay the rest of the price,
- the customer has to obey house rules in accommodation units and have good relations with the host.
Should the customer not follow the above listed obligations, the customer is liable for caused damage (caused to the host) and must cover the expenses. By confirming the reservation, the customer accepts to pay for all damages caused directly to the host. Agency exludes its responsibility of the caused damage.
9. PAYMENT DYNAMICS
a) Advance payment
The advance is required and it shall be paid upon receipt of the booking confirmation if not stated differently. On the contrary, the reservation will be considered canceled. Payment is possible by bank transfer to the bank account of the Agency. When paying it is necessary to include the name of the person who made the payment or for whom the payment is made, the reservation number as well as the name of the services and accommodation unit which the reservation refers to. The advance make 30 % of the total price and it is in accordance with the booked period and type of services that a customer has chosen. A copy of the payment shall be sent by e-mail toinfo@geovivatravel.comor by fax on +387 32 737 024. When the payment has been done, the Agency sends the confirmation of payment to the Guest. The agency will deduct the paid advance upon payment of the total amount of the price.
b) The rest of the payment
The other 70% the guest is required to pay at least 21 days before arrival. 100% of the total price in accordance with the confirmed inquiry is obligatory to be payed if the arrival date is in less than 21 days.
Thereupon the customer will receive a voucher containing all the necessary information about the reservation (accommpained with the receipt). Voucher should be handed upon arrival in the Agency the hotel reception or directly to the owner of the accommodation facility (as stated on the voucher).
10. CHANGES AND CANCELLATION FROM THE CUSTOMER’S POINT OF VIEW
Should the customer wish to change or cancel a reservation, this must be done in a written form (e-mail, mail, or fax) at least 30 days prior to the arrival. The following are examples of changes: changes to the number of customers, changes to arrival/departure dates. Changes must be made at least 30 days prior to the arrival. If it is possible to make a change without further expenses for the Agency, it will be made free of charge. For every further change the traveler will be charged the expenses of 15 EUR per change. If the change of the reservation is not possible, and the traveler cancels a confirmed reservation due to this, the bellow mentioned conditions will apply. Any change of services and accommodation unit and any change within 30 days before using the service is considered a cancellation of the reservation.
The cancellation costs will be calculated from the date on which Agency receives a written request for the cancellation, and it is as follows:
- For the cancellation up to 30 days prior the arrival, GEOVIVA d.o.o. charges 15% of the full price of the reservation, a minimum of 15 EUR.
- For the cancellation in the period between 29 and 22 days prior the arrival , GEOVIVA d.o.o. charges 30% of the full price of the reservation.
- For the cancellation in the period between 21 and 15 days prior the arrival, GEOVIVA d.o.o. charges 40% of the full price of the reservation.
- For the cancellation in the period between 14 and 8 days prior the arrival, GEOVIVAd.o.o. charges 80% of the full price of the reservation.
- For the cancellation in the period between 7 and 0 days prior the arrival, GEOVIVAd.o.o. charges 100% of the full price of the reservation.
11. TRAVEL INSURANCE
The cost of the trip does not include the travel insurance “package”: insurance against accidents and illnesses that may occur during the trip, damage or loss of luggage or voluntary health insurance. When confirming the reservation online, the Guest has accepted these General Terms and Conditions by selecting a payment method and completing the reservation confirmation process. The same applies to reservations confirmed and completed via e-mail. Should the Guest request additional insurance, arrangements can be made directly with the insurance company.
The Agency strongly recommends the Guest to read the insurance terms and conditions carefully before purchasing it.
12. LUGGAGE
The Agency is not responsible for lost, damaged or stolen luggage, nor for stolen luggage or valuables kept in the accommodation unit (renting a safe if possible or buying an insurance package which would include luggage insurance is recommended). Lost or stolen luggage is to be reported to the accommodation service provider or to the relevant police station.
13. THE RIGHTS OF THE AGENCY TO CHANGES AND CANCELLATION
The Agency reserves the right to make changes of reservations in the event of circumstances which cannot be predicted, avoided or eliminated (civil unrests in the country, illness of the service provider or his/her immediate family, earthquakes, floods, fires, droughts, wars, strike, terrorist actions etc.). A reserved accommodation unit can only be changed with prior notification to the Guest for an accommodation unit of the same category or of a higher category and at the price at which the Guest confirmed the reservation. If the replacement accommodation is only possible in a higher-category unit where the price is 15% higher than the price of the paid reservation, the Agency reserves the right to charge the Guest for the difference in agreement with the Guest. In the event a replacement accommodation unit cannot be arranged, the Agency reserves the right to cancel the reservation with first notifying the Guest no later than 7 days prior to the beginning of the service and guarantees a full refund of the paid amount. If the Agency cancels a reservation, the Guest is not entitled to any compensation from the Agency and the Agency is only obligated to refund the amount paid to the Agency’s account.
If an adequate replacement unit is not available on the day of the commencement of the service, the Agency will make an effort to provide the Guest with information on possible alternative arrangements which are not a part of the Agency’s offer and will refund the Guest in full.
14. HANDLING WITH COMPLAINTS
Should the services provided not be complitely accomplished, the Guest is entitled to seek reasonable compensation by filing in a written complaint. Every Guest is entitled to file a complaint if the paid service is not provided.
Complaint procedure:
The guest is required to complain to the service provider about the inadequate service immediately on the day of his/her arrival and to notify the Agency in her offices or at the location of the service provider (receptionist or host). The guest is required to cooperate with the Agencies’ representatives and the service provider in good faith in order to rectify the problem directly on spot, if possible. If the guest refuses to accept the solution that is in accordance with services paid for, the Agency is not required to accept any further complaints referring to this service. If the problem is not rectified even after on the spot intervention by an Agency’s representative, the representative will put down in writing a record of the complaint in two copies, one for the Agency and the other for the Guest. In such cases, the Guest is required to send a written complaint along with the representative’s record, other relevant documents and photographs that prove reasons for the complaint to the Agency by email at info@geovivatravel.com or by mail at Geoviva d.o.o., Zanatski centar Sebilj b.b., 71300 Visoko, Bosnia and Herzegovina, within 8 days upon returning from holiday. The Agency will take into consideration only properly filled complaints received within 8 days upon returning home. The Agency assumes the responsibility to make a written decision to the complaint within 15 days upon receipt of the complaint. Should the Agency need some more time to collect information and verify the complaint with the host, it can prolong the response time by a maximum of 15 days. Until a decision has been made by the Agency, in other words for the duration of the 14/28 days after the complaint has been filed, the Guest relinquishes the right to involve a third party, the arbitration of the UTA or other institutions, publicly disclosing information as well as filing suit.
The Agency will take into consideration only those complaints that could not be solved on the spot. The maximum compensation per complaint can amount to the cost of the part of the service(s) in the complaint. It cannot amount to the total paid to the Agency and cannot include services already provided. This excludes the right of the client to get the compensation of the ideal damage. The Agency cannot be held responsible for climate conditions, cleanliness, and the temperature of the sea, nor for other similar situations and events which can result in the dissatisfaction of the Guest and are not a direct result of the services and accommodation unit (for example lack of snow, bad weather, improperly maintained slopes or beaches, crowds, lost or stolen property and the like).
The Agency does not accept claims for services at specially discounted prices (i.e. last minute reservations)
15. PRIVACY PROTECTION
The Guest provides personal information of his/her own free will. In order to respect you privacy rights we apply the following principles: we emphasize the exact moment when we need to ask the Guest for his/her personal dana and we share Guest’s personal datas only with a third person who is involved in the reservation process. The personal information will be kept in the Agency’s database.
16. REMARKS
It is considered that the Guest is familiar with the general terms about services and that he/she accepts them fully at the moment of the confirmation of the reservation. Thus, everything stated in the general terms becomes a legal obligation both for the customer and the Agency.
These General Terms and travel regulations override all former terms and travel regulations.
17. COURT JURISDICTION
Should the customer not be satisfied with the solution to the complaint, the matter can be taken to court, ZenicaCommercial Court jurisdiction, (Sud Zenica) under the authority of the laws of the Bosnian and Herzegovina state.