- +382 69 100 055
- sale@ta-aurel.com
- Boulevard Josip Broz Tito nn, Podgorica, Montenegro
GENERAL TERMS AND CONDITIONS OF TRAVEL Tourist Agency Aurel
The provisions of these General Terms and Conditions constitute an integral part of the travel contract between the traveler and the tour operator, Tourist Agency Aurel d.o.o., and are binding on both parties. Please read them carefully and thoroughly.
1. BOOKINGS AND PAYMENTS:
The traveler can book a trip organized by Tourist Agency Aurel at the agency's offices, by phone, or through intermediary agencies with which Aurel has a cooperation agreement. If an intermediary agency fails to indicate its status as an intermediary in the travel program and confirmation (which must be identical to the organizer's program), or modifies the program, the intermediary is considered the organizer and is responsible accordingly. A booking becomes valid when confirmed by the organizer with a mandatory written travel contract (confirmation), which can be in electronic form. By signing the travel contract, the traveler confirms that they have received and familiarized themselves with the General Terms and Conditions, travel program, and insurance terms, which are integral parts of the contract, and accepts them on behalf of all persons listed in the contract. The organizer must inform the traveler, before signing the contract, of any changes to the program, in writing, orally, or via a permanent data carrier accessible to the traveler. If the booking is made remotely, the organizer must inform the traveler of any changes in the same manner, after which the traveler has two days to accept the new offer or cancel the reservation. Upon booking, the traveler must pay a deposit of 40% of the package price unless otherwise specified in the program. The balance is due 10 days before the trip unless otherwise agreed. Failure to make full payment by the deadline is considered a cancellation, and the provisions of point 10 apply. The contract applies to all travelers listed in the contract, including deposit payment, cancellation, and legal consequences.2.OBLIGATIONS AND RIGHTS OF THE ORGANIZER:
The organizer must act with due care in performing its services and in selecting third parties to whom services are entrusted. The organizer is obliged to: • Conclude a written travel contract; • Provide the traveler with the travel program, general travel conditions, and insurance terms; • Inform about available types of insurance; • Protect the rights and interests of travelers; • Rectify discrepancies between agreed and provided services or offer suitable alternatives at no extra cost; • Refund the real price difference for justified, written complaints in accordance with the law and these General Terms.3. RIGHTS AND OBLIGATIONS OF THE TRAVELER:
The traveler must: • Familiarize themselves with the travel program and terms before signing the contract; • For remote bookings, download, complete, sign, and send the travel contract to the agency's email; • Pay the full arrangement price as agreed; • Provide necessary documents and information on time; • Ensure personal documents and belongings meet travel requirements; • Be responsible for damages caused by violating legal or administrative regulations; • Cooperate in good faith and allow 24-48 hours to resolve justified complaints (e.g., broken appliances, cleanliness issues); • Check with authorities about destination risks, entry regulations, and cultural customs before booking; • Confirm return times with the agency representative 24-48 hours before return.4. PRICE, CONTENT, AND DURATION OF ARRANGEMENT:
Prices are stated in euros and valid from the program's publication date. Payments are considered made when funds are received by the agency or its authorized intermediaries. The price generally includes transport, accommodation, and organizational costs but excludes: • Optional excursions, • Airport and other taxes, • Visa costs, • Entrance fees, • Insurance, • Room service, minibar use, air-conditioning, recreational activities, medical services, phone use, sunbeds, single-room supplements, special meals, and other extras. The arrangement content consists of the services described in the program. Special services not included must be contracted separately in writing. Optional excursions are paid for on-site. Missed hotel services due to excursions are non-refundable. Trip duration is counted in calendar days, regardless of departure or return time. For air travel, the trip starts two hours before the airline's published departure time. For bus travel, travelers must be at the departure point 30 minutes before the scheduled time. The first and last day is for travel only, not for guaranteed hotel stay duration.5. PRICE CHANGE AND CANCELLATION DUE TO PRICE INCREASE:
The organizer can increase the price due to exchange rate fluctuations, transport tariffs, or other legal reasons. Price increases up to 10% do not require traveler consent. For increases over 10%, the traveler can cancel the contract within two days of notification and receive a refund within 8 days. Price reductions apply only to new bookings and cannot be grounds for claims for existing contracts. Last-minute or first-minute offers may involve lower prices but with incomplete information (e.g., unknown hotel name). In such cases, the organizer guarantees the program's stated services (category, location, room type, etc.).6. SERVICE DESCRIPTION AND CATEGORIZATION:
• Hotels, apartments, and transport are described per the host country's official categorization at the time of contracting. • Standards and services vary by destination, especially outside Europe. • Descriptions apply to accommodation and its facilities, not the wider area. Some facilities (e.g., pools) may be closed seasonally. • Program descriptions take precedence over third-party catalogs or websites. • Tour guides and animators are available as scheduled, not constantly. They cannot make medical or police decisions.7. ACCOMMODATION:
• Room/apartment allocation is determined by the accommodation's reception. The traveler accepts any registered room unless otherwise agreed in writing. • Room type (e.g., bed & breakfast, all-inclusive) is chosen during booking. Special requests are not guaranteed unless contracted in writing. • Triple and quadruple rooms may include additional folding beds, reducing comfort. • Travelers must follow hotel rules (e.g., no food in rooms, check-in after 2 PM, check-out by 10 AM). • If occupancy in shared rooms decreases, the price may be adjusted.8. TRAVEL DOCUMENTS AND TRANSPORT:
• All conditions apply only to Montenegrin citizens. Foreign travelers must check visa and entry requirements themselves. Failure to comply is the traveler’s sole responsibility. • Travelers must ensure passport validity of at least six months beyond the trip’s end date. • The organizer is not responsible for checking the validity of personal documents. • If the organizer obtains visas, travelers must submit documents on time. The organizer does not guarantee visa approval or accuracy. • Personal data mismatches may result in visa denial or travel issues and are the traveler’s responsibility. • Minors are recommended to travel accompanied by a parent or guardian.9. CANCELLATION BY THE TRAVELER:
The traveler may cancel at any time by written notice. The cancellation fee, based on the total trip price, is: • 5% if canceled up to 45 days before departure • 10% if canceled 44-30 days before • 20% if canceled 29-20 days before • 40% if canceled 19-15 days before • 80% if canceled 14-10 days before • 90% if canceled 9-6 days before • 100% if canceled 5-0 days before or during the trip. In cases of unforeseen serious illness or death of the traveler or immediate family, and with valid documentation, only actual costs will be charged. Officially declared emergencies at the destination may be grounds for justified cancellation.10. CANCELLATION BY THE ORGANIZER:
The organizer may cancel due to unforeseeable extraordinary circumstances. In such cases, only actual services provided will be charged. The organizer can cancel due to insufficient bookings: • Bus trips: minimum 35 travelers, • European flights: 20 travelers, • Intercontinental flights: 15 travelers, • Charter/flights/boats: 80% capacity. If canceled, the traveler receives a full refund within 8 days. If the traveler disrupts the group through gross misconduct, the organizer may exclude them, with compensation for damages.11. TRIP MODIFICATION:
The organizer may modify the program due to extraordinary circumstances beyond their control. Additional costs are covered by the organizer. Program changes (departure times, duration, itinerary) may occur due to flight schedules, breakdowns, border delays, safety conditions, strikes, natural disasters, site closures, visa changes, etc. Accommodation changes are permitted to equal or higher category facilities. Lower category accommodation is allowed only with traveler consent and a price adjustment.12. COMPLAINTS AND DISPUTE RESOLUTION:
• Complaints must be submitted in writing within 8 days after the trip, with supporting evidence. • Complaints should be reported immediately to the organizer's representative on-site for documentation and possible resolution. • Failure to report issues promptly may void the right to compensation. The organizer has 15 days to respond to valid complaints and, if justified, refund the price difference. • By accepting compensation, the traveler waives further claims. • Refunds are calculated based on actual price differences, excluding used services.13. LUGGAGE:
• Luggage transport within carrier weight limits is free. Excess is charged. • Valuables, electronics, and medication should be in carry-on luggage. • The organizer is not responsible for lost, damaged, or stolen luggage. • Claims for lost luggage are made directly with the carrier or insurer.14. CUSTOMS AND CURRENCY REGULATIONS:
• Travelers must comply with all customs and currency laws. Violations resulting in travel disruption are the traveler’s responsibility. • Valuables should be declared and stored securely at accommodation.15. HEALTH REGULATIONS:
• The traveler must assess personal health suitability for travel. • Special health needs (diet, services) must be agreed upon in writing. • The organizer is not liable for health-related trip disruptions. • Travelers to countries requiring vaccinations must comply. • Travel insurance is recommended. • The traveler accepts health risks, especially in non-European destinations.16. DATA PROTECTION:
• The organizer treats traveler data as confidential and uses it solely for trip purposes. • Data will not be shared without traveler consent or legal obligation.17. INSURANCE:
• The organizer informs travelers of travel insurance options. Travel insurance packages are recommended but optional. • Visa-related health insurance is separate and paid additionally.18. INFORMATION:
• Only written programs are binding; verbal information is non-binding.19. CHILD DISCOUNTS:
• Child discounts and conditions are stated in the program and strictly enforced.20. INDIVIDUAL TRAVEL REQUESTS:
• The organizer is not responsible for individual services booked separately (accommodation, tickets, etc.).21. WARNINGS:
• Exchange currency only at authorized offices; • Keep money and valuables safe; • Local authorities handle incidents (theft, accidents); • Check departure details two days before the trip; • Leaving the group voluntarily may be reported to authorities. These terms are binding and part of the travel contract. Montenegrin laws apply. Special travel arrangements (e.g., congresses) may have additional conditions. In case of dispute, the competent court is at the organizer's registered office.