Terms & Conditions

1. Contract & Legal Framework

These Booking Conditions form a legally binding agreement between travelers ("Traveler") and Balkan Travel Hub D.O.O. Beograd (hereinafter referred to as the Company, "we"), a licensed tour operator.

By making a booking, you agree to be bound by:

• these Booking Conditions
• the tour itinerary and description
• any additional "Essential Trip Information" or special conditions

Together, these documents constitute the entire agreement between you and the Company.

The person making the booking acts as the Primary Traveler and confirms they are authorized to accept these terms on behalf of all participants.

2. Role of the Tour Operator

We act as:

• organizer of tours we directly operate, and/or
• intermediary (agent) for services provided by third-party suppliers (accommodation, transport, activities)

For services delivered by third parties, their own terms and conditions may apply.

3. Booking & Confirmation

A booking is confirmed when:

• we receive the required payment (deposit or full amount), and
• we issue a written confirmation (invoice or email)

The contract becomes valid on the date of confirmation.

We reserve the right to refuse any booking. In such a case, all payments will be refunded.

4. Payment Terms

• Deposit may be required at the time of booking
• Full balance must be paid 15 days before departure
• Bookings made within that period require full payment immediately

Failure to pay on time may result in cancellation and applicable fees.

5. Pricing & Surcharges

Prices are based on:

• current supplier rates
• exchange rates
• fuel and operational costs

We reserve the right to adjust prices prior to confirmation.

After confirmation, prices will not change except in cases of:

• government-imposed taxes
• major external cost changes

6. Minimum Participants

Some tours require a minimum number of participants.

If this number is not reached, we may cancel the tour and offer:

• alternative dates
• similar tours
• full refund

7. Changes by the Traveler

You may request changes (date, participants, services), subject to:

• availability
• additional costs
• administrative fees

Transfers to another person are allowed only if:

• all conditions are met (visa, health, etc.)
• suppliers accept the change

8. Cancellation by the Traveler

Cancellations must be submitted in writing.

Cancellation fees:

• 45+ days before → deposit retained as credit
• 30–55 days → ~30% fee
• 15–29 days → ~60% fee
• ≤14 days → 100% fee

No refunds for:

• no-show
• late arrival
• early departure

Unused services are non-refundable.

9. Cancellation by the Company

We may cancel a tour due to:

• insufficient participants
• safety concerns
• operational reasons

In such cases, you will be offered:

• refund, or
• alternative tour/date

We are not responsible for additional personal costs (flights, visas, etc.).

10. Force Majeure

Force majeure includes events beyond our control such as:

• natural disasters
• extreme weather
• pandemics
• political instability
• government restrictions

In such cases, we may:

• cancel or modify the tour
• issue travel credit
• refund minus unrecoverable costs

11. Itinerary Flexibility

You acknowledge that:

• travel involves flexibility
• routes, schedules, and services may change

We reserve the right to modify itineraries due to:

• local conditions
• safety reasons
• supplier changes

A "significant change" may entitle you to:

• accept changes
• choose alternative tour
• receive partial/full refund

12. Included & Excluded Services

Included

Only services explicitly listed in the itinerary, such as:

• accommodation
• transport
• guide services
• equipment (e.g. bikes)
• meals (if specified)

Excluded

Unless stated otherwise:

• flights
• visas
• insurance
• optional activities
• personal expenses

13. Optional Activities

Optional services not included in the tour price:

• are not part of the contract
• are booked directly with third-party providers

We are not liable for these services.

14. Travel Documents & Requirements

Travelers are responsible for:

• valid passport
• visas
• vaccinations
• required documentation

Failure to comply may result in denied participation without refund.

15. Health & Fitness

You must:

• be physically able to complete the tour
• disclose any medical conditions

We may:

• request medical clearance
• refuse participation if safety is at risk

16. Insurance

Travel insurance is:

• strongly recommended
• mandatory for certain tours

It should cover:

• medical emergencies
• cancellations
• personal belongings

17. Behavior & Conduct

You must:

• follow guide instructions
• comply with local laws
• respect other participants

We may remove any traveler who:

• behaves dangerously or disruptively
• violates rules

No refund will be issued.

18. Assumption of Risk

You acknowledge that tours may involve:

• physical activity
• outdoor conditions
• unpredictable environments

Participation is at your own risk.

19. Liability

To the maximum extent permitted by law, we are not liable for:

• injury or illness
• loss of personal belongings
• delays or disruptions
• third-party services

Our responsibility is limited to:

• organizing and delivering agreed services

20. Emergency & Medical Situations

If necessary, we may:

• arrange medical assistance
• organize evacuation

All associated costs are the responsibility of the traveler.

21. Complaints

Issues must be reported:

• immediately to the guide during the tour

Formal complaints must be submitted:

• within 30 days after the tour

22. Governing Law

These Booking Conditions are governed by the laws of the Republic of Serbia.

23. Tour Categories & Specific Conditions

Our tours are divided into the following categories, and different booking and cancellation conditions apply accordingly:

• City Tours (walking & bike tours)
• Day Trips (single-day excursions outside the city)
• Multi-Day Tours (2+ days, including accommodation and complex logistics)

23.1 City Tours (Walking & Bike Tours)

Booking & Payment

• Full payment is required at the time of booking.

Cancellation Policy

• Free cancellation up to 24 hours before the tour start time
• Less than 24 hours → no refund

Changes

• Changes (date/time) allowed up to 24 hours before, subject to availability

No-show

• No refund in case of no-show or late arrival

Weather Policy

• Tours operate in most weather conditions
• In case of extreme weather, we may reschedule, or provide a full refund

23.2 Day Trips

Booking & Payment

• Deposit or full payment may be required at booking
• Full balance due 48–72 hours before departure

Cancellation Policy

• Free cancellation up to 48 hours before departure
• 24–48 hours → 50% refund
• Less than 24 hours → no refund

Changes

• Changes allowed up to 48 hours before, subject to availability

Minimum Participants

• Tours may require a minimum number of participants
• If not met, we may reschedule, offer alternative, or issue full refund

Weather & Operational Changes

• Itinerary may be modified due to weather, traffic, or local conditions

23.3 Multi-Day Tours

Booking & Payment

• Deposit required at booking (e.g. 20–30%)
• Full balance due 15 days before departure

Cancellation Policy

Due to pre-booked services (accommodation, transport, guides), stricter conditions apply:

• At least 15 days before departure → deposit non-refundable (or retained as credit)
• 15–29 days before departure → 50% refund
• 7–14 days before departure → 25% refund
• Less than 7 days before departure → no refund

Changes

• Changes are limited and depend on suppliers (hotels, transport, etc.)
• Additional costs will apply

Amendments by Company

We reserve the right to:

• change accommodation to a similar standard
• adjust routes or activities
• modify schedule

Minimum Participants

• If minimum numbers are not met, we may cancel or reschedule
• Full refund or alternative tour will be offered

23.4 Bike Rental & Equipment (Applies to All Tour Types)

Responsibility

• The customer is responsible for the equipment during the rental period

Damage / Loss

• In case of damage, loss, or theft, the customer may be charged repair costs or replacement value

Deposit

• A security deposit may be required before the tour/rental

Usage Rules

Participants must:

• use equipment responsibly
• follow safety instructions
• return equipment on time and in proper condition

24. Special Conditions

These Special Conditions apply in addition to the Standard Booking Conditions. In case of any inconsistency, these Special Conditions will take precedence for the specific tour type or service.

24.1 Tailor-Made & Custom Tours

Tailor-made tours are itineraries designed specifically according to the traveler's requirements.

Booking & Payment

• A non-refundable deposit (typically 20–30%) is required to begin the planning and secure services
• Full payment is required 15–30 days before departure

Changes by the Traveler

• Any requested changes may result in price adjustments or additional administrative fees
• Changes close to departure may not be possible due to supplier commitments

Cancellation Policy

• Deposit is non-refundable
• 30+ days before departure → partial refund
• 15–29 days → up to 50% refund
• <15 days → no refund

Important

• Prices are based on confirmed number of participants
• Any reduction in group size may lead to price recalculation per person

24.2 Private Tours

Private tours are organized exclusively for a specific group.

Pricing

• Based on group size, itinerary, and services
• Price per person may change if group size changes

Changes

• Changes in date or itinerary are subject to availability
• Additional costs may apply

Cancellation

• Same or stricter conditions than standard tours may apply depending on suppliers

24.3 Bike Rental & Equipment

These conditions apply to all tours and standalone rentals that include bicycles or equipment.

Responsibility

• The customer is fully responsible for the equipment during the rental period

Security Deposit

• A security deposit may be required before the tour or rental
• The deposit will be returned upon safe return of the equipment

Damage & Loss

• In case of damage, loss, or theft, the customer agrees to cover repair costs or full replacement value of the equipment

Usage Conditions

Participants must:

• follow all safety instructions provided by the guide
• use equipment responsibly and only for its intended purpose
• return equipment in proper condition and on time

We reserve the right to refuse equipment usage if safety is at risk.

24.4 Custom Itineraries & Amendments

For tours with customized itineraries:

• The itinerary is considered final upon confirmation
• Any further changes may incur additional costs or require full re-pricing of the tour

No significant amendments are guaranteed within 14 days before departure.

24.5 Minimum Participants Variations

Certain tours may have specific minimum participant requirements different from standard tours.

If the minimum number is not reached, we may:

• offer a revised price based on actual participants
• offer an alternative tour
• reschedule the tour
• cancel with a full refund

24.6 High-Risk or Active Tours (if applicable)

For tours involving higher physical activity (e.g. long-distance cycling, hiking):

Requirements

• Participants must have an appropriate level of fitness
• We may request confirmation of physical readiness

Safety

• Helmets and safety equipment may be mandatory
• Instructions of the guide must be followed at all times

Liability

• Participation is at your own risk
• Additional waivers may be required prior to the tour

24.7 Third-Party Services

Some services included in your itinerary may be operated by third-party providers (e.g. accommodation, transport, activities).

• These services are subject to their own terms and conditions
• We are not responsible for acts or omissions of third-party providers

25. Supplier Payment Protection

25.1 Prepaid Services

Certain components of your tour (including but not limited to accommodation, transport, and activities) may be prepaid and non-refundable to third-party suppliers.

25.2 Non-Recoverable Costs

In case of cancellation or changes by the traveler, the Company reserves the right to:

• retain any amounts already paid to suppliers
• deduct non-recoverable costs from any refund

25.3 Supplier Terms

Some services are subject to stricter supplier policies. In such cases:

• those conditions will override standard cancellation terms
• the traveler agrees to accept these conditions

25.4 No Liability for Supplier Losses

The Company is not responsible for:

• losses arising from third-party supplier cancellation policies
• penalties imposed by hotels, transport providers, or activity operators

26. Payment Security, Fraud & Chargeback Policy

26.1 Payment Authorization

By providing payment details, the traveler confirms that:

• they are authorized to use the payment method
• all provided information is accurate

26.2 Fraud Prevention

We reserve the right to:

• request additional verification (ID, passport, confirmation email)
• cancel bookings suspected of fraudulent activity

26.3 Chargebacks

In the event of a chargeback or payment dispute:

• the traveler agrees to contact the Company first to resolve the issue
• we reserve the right to provide booking confirmations, signed agreements, and communication records as evidence to the payment provider

26.4 Liability for Chargebacks

If a chargeback is initiated without valid reason, the traveler may be held liable for:

• the full booking amount
• administrative and processing fees

26.5 Right to Refuse Service

We reserve the right to refuse future bookings in cases of:

• fraudulent activity
• abusive chargeback behavior

27. Liability Waiver (Activity Participation Agreement)

27.1 Acknowledgment of Risk

The traveler acknowledges that participation in tours (including cycling, outdoor activities, and travel) involves inherent risks, including but not limited to:

• physical injury
• accidents
• weather conditions
• road and traffic hazards

27.2 Assumption of Responsibility

By participating, the traveler agrees to:

• voluntarily assume all risks
• take full responsibility for their own safety

27.3 Release of Liability

To the fullest extent permitted by law, the traveler agrees to release the Company, its employees, guides, and partners from liability for injury, loss, damage, and delays, except in cases of gross negligence or willful misconduct.

27.4 Medical Responsibility

The traveler confirms that:

• they are physically fit to participate
• they have no medical condition that would make participation unsafe

The Company is not responsible for:

• medical costs
• emergency evacuation expenses

27.5 Safety Compliance

Participants must:

• follow all safety instructions
• use provided equipment properly

Failure to comply may result in removal from the tour without refund.

28. Refunds for Card Payments

In the event of a refund of a payment made by a payment card, whether the refund is partial or full, Balkan Travel Hub D.O.O. and the sales point "Serbian Tours and Travel" are obligated to process the refund exclusively through the original payment method used (VISA, MasterCard, Maestro, American Express, or Dina). The bank will, upon the merchant's request, return the funds to the cardholder's account.

29. Website Security

All traffic on our website is protected using SSL/TLS encryption to ensure that any data exchanged between users and our system remains secure and confidential.

30. Collection and Use of Information

We collect only the information necessary to process orders, provide customer support, and improve our services.

31. Data Protection

All customer and user information is kept strictly confidential and is accessible only to employees who require it to perform their job duties.

32. Payment Security

Payment card transactions are securely processed by the payment card processor, Banca Intesa Beograd. All payment processing takes place directly on the bank's secure payment pages, and at no point are your payment card details accessible to or stored within our system.

33. Complaints Policy

We are committed to resolving any issues you may experience as quickly and fairly as possible. If you have a complaint, please contact us at office@serbiatoursandtravel.com or by phone at +381 64 064 9631, describing the issue in as much detail as possible.

Confirmation Email Not Received

If you completed a booking but did not receive a confirmation email, please first check your spam or junk folder. If no email is found, contact us with your full name and the date of your booking. We will verify your booking in our system and resend the confirmation promptly.

Incorrect Price Charged

If you believe you were charged an incorrect amount, please contact us as soon as possible and provide your booking reference number and the amount charged. We will review the transaction and, if an error is confirmed, process the appropriate adjustment or refund in accordance with our refund policy (see Section 28).

Wrong Tour or Excursion Booked

If you believe a booking was made for the wrong tour or excursion — whether due to an error on our part or a misunderstanding — please notify us at least 48 hours before the scheduled departure. We will do our best to make the necessary corrections or arrange a suitable alternative. Requests made less than 48 hours before departure are subject to availability and may incur additional charges.

General Complaints

For any other complaint relating to our services, please contact us within 14 days of the relevant incident. We aim to acknowledge all complaints within 2 business days and provide a full response within 7 business days. If you are not satisfied with our response, you may escalate your complaint to the relevant consumer protection authority in the Republic of Serbia.

34. Pricing and VAT

VAT is included in all prices. There are no hidden costs.

35. Currency Conversion

All payments will be effected in Serbian currency – dinar (RSD). The amount your credit card account will be charged for is obtained through the conversion of the price in Euro into Serbian dinar according to the current exchange rate of the Serbian National Bank. When charging your credit card, the same amount is converted into your local currency according to the exchange rate of credit card associations. As a result of this conversion there is a possibility of a slight difference from the original price stated in our web site.