1. PRE-CONTRACTUAL INFORMATION
By signing the standard travel contract/confirmation (hereinafter: the “Contract”), the signatory, on behalf of all travelers listed in the Contract (hereinafter: the “Traveler”), confirms that they have received these General Terms and Conditions of Travel (hereinafter: the “General Terms”), the Travel Guarantee confirmation, and the prepared and published travel program (hereinafter: the “Program”); that they and all travelers listed in the Contract are familiar with these documents and accept them in full; and that they have been informed about optional travel and health insurance.
The provisions of these General Terms form an integral part of the Contract between the Traveler and TA “Alpha Travel & Marketing SEE d.o.o.” as the travel organizer (hereinafter: the “Organizer”), and are binding on both contracting parties, except for provisions defined by a separate written agreement or by the Program. Pre-contractual information is further specified in the Program in accordance with Article 93 of the Law on Consumer Protection (ZOZP).
2. BOOKINGS, PAYMENTS, AND THE CONTRACT
The Traveler submits the booking in writing, on a durable medium, or by e-mail or fax. The Traveler may book the trip at the Organizer’s head office, branches or other designated premises, as well as through travel agencies that have concluded an intermediary sales agreement with the Organizer (hereinafter: the “Intermediary”).
An Intermediary that offers for sale and sells a travel package must indicate in the Program and in the Travel Confirmation the capacity in which it acts. The Traveler’s booking becomes valid when confirmed by concluding the Contract—using the same channel through which the booking was made—and upon payment of a deposit of 50% of the package price, unless otherwise agreed. The remaining amount, unless otherwise agreed, is payable 15 days before the start of the trip. If the Traveler fails to pay the full amount within the deadline, it shall be deemed that the Traveler has canceled the trip in accordance with Section 12 of these General Terms. Any deposit payment is recorded as a payment for all travelers, not only for one specific traveler under the Contract.
Upon conclusion of the Contract, the Program becomes an integral part thereof and may not be amended unless the contracting parties expressly agree otherwise or unless changes occur due to force majeure. In the event of cancellation or amendments to the Contract, the cancellation provisions and amendments apply to all travelers listed in the Contract.
For payment timeliness, the relevant date is the date on which the payment is credited to the account of the Organizer or the Intermediary. In the event of late payment in full—whether the deposit or the remaining balance—the Organizer may withdraw from the Contract and claim compensation in accordance with Section 12 of these General Terms.
3. OBLIGATIONS AND RIGHTS OF THE ORGANIZER
In the Contract, in addition to the services in the Program, special requests of the Traveler shall be included only if the Organizer has expressly agreed to them.
To pay a proportionate and realistic difference between the agreed price and the travel price reduced proportionally due to non-performance or partial performance of the Contract (hereinafter: “Price Reduction”), following a timely and justified written complaint by the Traveler in accordance with the law and these General Terms, unless the shortcomings arose due to the Traveler’s fault.
Before departure, to provide the name, address and phone number of the local representative or local partner agency, and exceptionally, where necessary, the address and phone number of the Organizer for urgent assistance to the Traveler.
The Organizer is not liable for services provided to the Traveler by third parties outside the Program.
Any oral or other information that differs from the information contained in the Program, the Contract or a special contract, and these General Terms, shall not bind the Organizer and cannot serve as grounds for complaints or claims.
4. OBLIGATIONS AND RIGHTS OF THE TRAVELER
To familiarize themselves, as well as all persons listed in the Contract, with the Program, these General Terms and the Travel Guarantee, and to submit any special requests not covered by the published Program.
To arrange optional travel insurance policies independently, as the Organizer does not arrange them and bears no responsibility for them.
To pay the agreed price under the terms, deadlines and in the manner set out in the Contract.
To provide the Organizer in due time with accurate and complete data and documents necessary for organizing the trip, and to ensure that the Traveler, their documents, luggage, etc. meet the requirements of the regulations of Serbia, transit countries and the destination country (border, customs, sanitary, currency and other rules).
To compensate for damage caused to direct service providers or third parties by violating legal or other regulations and these General Terms.
To designate another person to travel in their place in due time, reimburse the Organizer for actual costs caused by the substitution, and be jointly and severally liable for any unpaid part of the agreed price.
To report any justified complaint immediately on-site, preferably in writing, to the Organizer or persons specified in the travel documentation.
It is recommended that, before concluding the Contract, the Traveler informs themselves (via the website of the Ministry of Foreign Affairs of the Republic of Serbia—msp.gov.rs—and by other means) about countries classified as “high” or “moderate” risk.
5. PRICES AND SCOPE OF SERVICES
The Organizer sells the travel package at a retail price expressed as a single total amount. The retail price may be stated in Serbian dinars and/or a foreign currency. If prices are stated in a foreign currency and payments are made in dinars, the official middle exchange rate of the dinar on the payment date shall apply. Prices are determined based on the Organizer’s business policy and are not subject to complaint.
Services provided abroad that are not agreed and paid in advance are paid by the Traveler directly to the service provider on site.
The contract price includes all costs that are an inseparable part necessary for the realization of the travel package and includes a pre-prepared and published combination of at least two or more services of average quality customary for the destination and facilities, including: accommodation, meals, transportation, transfers, regular services of a destination representative, travel preparation and organization, expressed as a single total amount payable by the Traveler (hereinafter: “Standard Services”).
Unless otherwise agreed in a special written agreement (hereinafter: “Special Agreement”), the package price does not include: local tourist guide services, special services of the Organizer’s representative, tourist animation, optional programs, use of sunbeds and umbrellas, visa procurement, admission tickets to venues and events, traveler and luggage insurance, room service, minibar, air conditioning, recreational/medical/telephone and other services, booking of a special seat in a vehicle, single room supplement, rooms with special features (view, floor, size, balcony, etc.), additional meals, and similar (hereinafter: “Additional Services”).
The Intermediary is not authorized to contract, on behalf of the Organizer, additional services not provided for in the Program.
Conditions for child discounts and other benefits specified in the Program are determined by direct service providers and must be interpreted restrictively (e.g., for children up to two years of age, the relevant date is the calendar date when the child turns two in relation to the start date of travel, not the contract date). If the Traveler’s age is stated incorrectly, the Organizer is entitled to charge the difference up to the full travel price.
The Organizer is not responsible for optional or subsequently provided services performed and charged by a foreign partner/direct service provider that were not included in the Program or Special Agreement, nor for the Traveler’s participation in sports or other leisure activities.
If the Traveler does not notify the Organizer in writing within the specified period that they withdraw from the Contract, it shall be deemed that they accept the new price, which may also be evidenced by making payment.
6. PRICE CHANGES AND THE TRAVELER’S RIGHT TO CANCELLATION
The Organizer may increase the contract price if such right is agreed in the contract and if it is agreed that the Traveler has the right to a price reduction. The Organizer may increase the price, or the Traveler may reduce the price, in case of changes in: (1) passenger transport costs due to changes in fuel or other energy sources; (2) existing taxes or introduction of new taxes, including tourist taxes, airport taxes, or embarkation/disembarkation fees in ports and airports; (3) foreign exchange rates relevant to the travel package.
If the price increase exceeds 8% of the total package price, the Organizer may not unilaterally change the price. Regardless of the amount of the increase, it is permitted only if the Organizer informs the Traveler in a clear and non-misleading manner and provides documented justification and calculation, delivered on paper, another durable medium, or electronically with confirmation of receipt, at least 20 days before the trip starts.
If the contract provides for possible price increases, the Organizer shall also grant the Traveler the right to a price reduction corresponding to any decrease in costs after conclusion of the contract and before departure. In case of a price reduction, the Organizer may deduct administrative costs from the refund, provided evidence of such costs is delivered if requested by the Traveler.
If, within an appropriate period not longer than 48 hours, the Traveler does not notify the Organizer in writing that they accept the price change, it shall be deemed that they have terminated the Contract. Subsequent price reductions outside the listed grounds do not apply to already concluded Contracts and cannot be grounds for any claim by the Traveler against the Organizer.
7. CATEGORIZATION AND DESCRIPTION OF SERVICES
All services stated in the Program are Standard Services of average quality customary and specific for the destination, location and facilities. If the Traveler wishes to receive services outside the Program, a Special Agreement must be concluded.
The Organizer is not liable for service descriptions in catalogs/publications or on websites of direct service providers (e.g., hotels, carriers and others), unless the Organizer expressly referred the Traveler to them. The Organizer is liable only for service descriptions contained in its Programs and on its own website.
Accommodation facilities and units, means of transport and other services are described according to the official categorization of the domicile country at the time of publishing the Program. Categories differ and are not comparable across destinations or even within the same destination. Meals, comfort and service quality primarily depend on the package price, chosen destination and categorization determined by local/national regulations and are outside the Organizer’s control.
The travel start and end dates in the Program do not imply a full-day stay at the accommodation facility or destination. Departure/arrival times and check-in/check-out times depend on border procedures, road conditions, authorities’ permits, technical and weather conditions, or force majeure that may affect flight and transport schedules, beyond the Organizer’s control; therefore, the Organizer is not liable for such cases. The first and last day are intended for travel and indicate only the calendar start and end dates, so the Organizer is not liable for late-evening, night or early-morning flights, late check-in, early check-out, etc.
For air packages, the agreed start time is the Travelers’ meeting time at the airport at least two hours before the first published departure time by the airline. In case of schedule changes, the Organizer bears no liability; national and international aviation regulations apply. Charter flights typically operate late evening or early morning; if an initial/final meal is provided as a “cold meal” at the accommodation, the Contract is considered fully performed.
Services of tour guides, escorts, local guides, animators or local representatives do not imply their continuous presence throughout the day, but only contact and necessary assistance at scheduled duty hours, posted on notice boards or otherwise. Instructions of the Organizer’s authorized representative (especially regarding departure times, transport, accommodation, legal and other rules) are binding on the Traveler. Failure to comply constitutes a breach of the Contract, and the Traveler bears all consequences and damages.
If circumstances beyond the Organizer’s will and capability require relocation of a flight or transport to another airport/place, the Organizer must offer the Traveler alternative appropriate transport until completion of the trip at no additional cost, and pay any applicable difference between contracted and provided services (Article 103 ZOZP).
Where a third person replaces the person who booked a travel service, the Organizer has the right to reimbursement of necessary costs of the change. The Traveler and the replacement person are jointly and severally liable for payment of the agreed price and substitution costs. The Organizer will not accept a substitution if it is not timely, if there are special travel requirements, or if it is not in accordance with legal or other regulations.
8. ACCOMMODATION, MEALS AND TRANSPORT
8.1 Accommodation
Accommodation is specified in the Program, with the following notes:
The Traveler will be accommodated in any officially registered accommodation unit within the facility described in the Program, regardless of personal preferences, location, floor, proximity to noise/parking and other characteristics.
Triple and quadruple units (rooms, studios, apartments, etc.) are determined according to the categorization and rules of the domicile country.
The Organizer is not liable for damage caused by the Traveler’s failure to comply with laws, prescribed rules and customs of carriers, hoteliers and other direct service providers.
The Traveler undertakes to familiarize themselves with and comply with house rules, especially regarding safekeeping of money/valuables, bringing food/drinks into rooms, maintaining order, check-in/check-out times, number of persons in a room, etc., as the Organizer is not liable for damages arising on that basis.
8.2 Meals
Meals are specified in the Program, with the following notes:
Variety and quality depend mainly on the package price, facility category, destination and local customs, regardless of buffet or served meal (menu) style.
All-inclusive (and any other) meal plans are provided under the hotel’s internal rules and may differ even within the same category and destination. The Organizer has informed the Traveler in writing of the content of the all-inclusive service.
Breakfast, unless otherwise stated, means a continental breakfast.
If hotel occupancy is below 30%, buffet service may be replaced by served meals if provided for in the Program.
Meal conditions are the same for all travelers, regardless of whether children, elderly persons or persons with special needs travel under the Contract. If the Traveler makes a different arrangement on site with the meal provider, the Organizer bears no responsibility for the meal service performed under that arrangement.
8.3 Transport
Unless otherwise specifically agreed:
Transport and transfers are performed by standard tourist buses or other means, according to regulations and criteria in the carrier’s country of registration, and under carrier rules (e.g., no numbered seats and no included meal/drink). The Traveler must accept any offered seat.
The Organizer may use any type of tourist bus meeting legal requirements (including double-decker) and other transport means if circumstances require; if a minibus is used, the number of seats must be defined.
Bus toilets are not in use unless permitted. The Traveler must compensate any damage caused by their negligence immediately. The Traveler must check and align their personal/travel documents and luggage before the trip and notify the guide/escort if any irregularity is noticed.
The Traveler must behave appropriately and comply with traffic and passenger transport rules; otherwise, the Organizer may refuse transport or remove the Traveler from the vehicle in the presence of police. Further transport is not the Organizer’s obligation. If the Traveler withdraws from the trip due to removal, the cancellation scale in Section 12 applies.
The route, breaks, locations and duration are determined by the guide/escort-driver, who may change the timetable/itinerary/order of visits due to unforeseeable, unavoidable or safety-related circumstances.
The Traveler must comply with driver/guide instructions (break duration, etc.).
Any mismatch between data provided to the Organizer and the Traveler’s passport data may require re-issuance of an air ticket with costs or render the ticket invalid; the Traveler bears the consequences. The Traveler is responsible for their air ticket from the moment it is handed over at the airport or agency. Duplicates of air tickets or boarding passes cannot be issued; the Traveler bears the consequences of loss.
Air or special transport tickets are valid only for the dates and times stated on them.
Transport by air, rail, sea, river or lake is the direct responsibility of the respective carriers, as regulated by applicable rules and customs.
9. TRAVEL DOCUMENTS, HEALTH AND LEGAL REGULATIONS
For travel abroad, the Traveler must have a valid travel document with at least six months’ validity beyond the trip end date, and must timely provide the Organizer with accurate and complete data and documents for visa issuance if the Organizer arranges the visa. Employees of the Organizer or the Intermediary are not authorized to determine the validity of travel and other documents. Where the Organizer assists in submitting documentation, it does not guarantee visa issuance or issuance within a specific time and bears no responsibility for invalid documents or for refusal of entry/transit/stay by border or immigration authorities. If the Traveler loses or has documents stolen during travel, they must at their own expense obtain replacements timely and bear all consequences.
The Traveler must contract Additional Services related to their health condition (e.g., specific meals, accommodation features, etc.) due to chronic illness, allergies, disability, etc.; otherwise the Organizer assumes no special obligation or liability. For destinations with mandatory vaccinations or specific documents, the Traveler must obtain vaccinations and certificates and bears liability for any consequences.
The Traveler must strictly comply with customs, currency and other regulations of Serbia, transit countries and the countries visited; if travel continuation or stay becomes impossible, all consequences and costs are borne by the Traveler.
If the trip cannot be realized due to the Traveler’s omission under this section, Section 12 applies.
10. LUGGAGE
The Traveler is specifically warned that: Air carriers allow free carriage of luggage up to a specified weight. Excess baggage is paid by the Traveler according to carrier tariffs stated in the Program. Transport of special luggage from airport to hotel and back is solely the Traveler’s obligation. Airports apply special hand-luggage security rules; for more information, the Traveler may contact Belgrade Nikola Tesla Airport (+381 11 209-4444) or beg.aero. Loss/damage of luggage on flights must be reported immediately to the airport lost luggage service, as airlines usually refuse compensation if a damage report form is not filed. The Traveler must also report loss/damage/disappearance of luggage during the trip to the Organizer’s representative.
For bus transport, the Traveler may bring 1 piece of luggage per occupied seat and hand it to the Organizer’s authorized person. Children under two years have no entitlement to free luggage. The Traveler must take care of personal items carried in the vehicle and of handing over/collecting checked luggage and luggage brought into accommodation. Rights relating to luggage are exercised through the Organizer or directly with the carrier/accommodation/insurer, in accordance with applicable domestic and international rules. Carrying luggage from the parking place to the accommodation unit is the Traveler’s obligation (transport will be as close as possible to the facility). The Organizer is not liable for forgotten items in the vehicle.
Except in cases of intent or gross negligence, the Organizer bears no liability for valuables that are not usually carried, unless the Organizer expressly accepted such items for safekeeping. Travelers are advised not to bring valuables; if they do, they should deposit them for safekeeping or keep them with them.
The Traveler must visibly label luggage with personal data and must not leave documents/valuables in a parked vehicle, as the Organizer is not liable for their disappearance. Documents, gold, valuables, technical equipment and medication should be carried in hand luggage and deposited in a safe where possible.
The Traveler must report loss/damage/disappearance of luggage during the trip to the Organizer’s representative.
11. AMENDMENT AND TERMINATION BY THE ORGANIZER
Before the start of the trip, the Organizer may unilaterally amend the contract if: (1) such right is provided in the contract; and (2) the amendment is insignificant. If, before the start date, the Organizer is forced to change material elements of the contract (price, destination, transport, characteristics/category of transport, date, type/location/category/comfort level of accommodation) or cannot fulfill agreed special requests, the Organizer or Intermediary must notify the Traveler without delay.
The notice must include a reasonable deadline within which the Traveler must inform whether they accept the changes or terminate the contract without paying a termination fee, as well as the consequences of missing the deadline and, where relevant, details of a replacement trip of equal or higher quality and its price. If the Traveler accepts changes or a replacement trip, the Organizer must conclude a new contract and provide a new travel guarantee. If the change or replacement results in lower quality or additional costs, the Organizer must provide an appropriate price reduction. If the contract is terminated, the Organizer shall refund all payments received immediately, and no later than 14 days from termination.
The Organizer may terminate the contract and refund the Traveler all paid amounts before the start of the trip when: (1) the number of participants is less than the minimum specified in the contract and the Organizer notifies the Traveler within the contractual deadline, which may not be shorter than: (a) 20 days before travel start for trips longer than 6 days; (b) 7 days for trips of 2–6 days; (c) 48 hours for trips shorter than 2 days; or (2) the Organizer is prevented from performing the contract due to unavoidable and extraordinary circumstances. In that case, the Organizer must notify the Traveler without undue delay before departure and refund all paid amounts no later than 14 days from termination. The Organizer is not liable for compensation of any costs incurred by the Traveler due to termination.
If the Traveler disrupts the trip through grossly inappropriate behavior despite a warning, the Organizer may claim compensation for incurred costs.
If extraordinary circumstances occur during the trip that could not have been foreseen and qualify as force majeure (terrorist attacks, state of emergency, explosions, contagion/epidemics and other diseases, natural disasters, weather conditions, etc.), both parties may terminate the Contract, and the Organizer bears no liability if the Traveler refuses the offered return transport.
12. TERMINATION BY THE TRAVELER
12.1 Before the start of the trip
The Traveler has the right to withdraw, and must notify the Organizer in writing in the same manner the Contract was concluded. The date of written cancellation is the basis for calculating the Organizer’s cancellation fee, expressed as a percentage of the total trip price (unless otherwise stated in the Program), as follows:
If the Traveler cancels in time (90 to 45 days), the Organizer is entitled only to administrative costs incurred.
10% if canceled 44 to 30 days before departure
20% if canceled 29 to 20 days before departure
40% if canceled 19 to 15 days before departure
80% if canceled 14 to 10 days before departure
90% if canceled 9 to 6 days before departure
100% if canceled 5 to 0 days before departure or during the trip
Exceptionally, the following cancellation scales apply:
a) Cruise travel:
5% (minimum EUR 60.00) up to 91 days before departure
15% from 90 to 45 days
30% from 44 to 29 days
50% from 28 to 15 days
80% from 14 to 7 days
95% from 6 to 3 days
100% on travel day, no-show, or withdrawal during travel
b) Recreational holidays for preschool children, outdoor education, school and student excursions (if the entire contract is canceled):
5% up to 120 days before departure
20% from 119 to 90 days
50% from 89 to 60 days
80% from 59 to 45 days
100% from 44 days before departure until departure or during travel
A change of essential contract elements (agreed place/date of travel, means of transport, accommodation facility/unit), failure to obtain a visa, non-payment of the agreed price, etc., shall be deemed the Traveler’s withdrawal.
If the Traveler withdraws fully or partially before or during travel due to circumstances they could not avoid or remedy and which, had they existed at the time of contract conclusion, would have been a justified reason not to conclude the contract, the Organizer is entitled to reimbursement of actual costs. Justified reasons include: (1) sudden illness of the Traveler, or serious illness of close relatives as specified; (2) death of such relatives; (3) natural disasters in the country of departure or destination; (4) officially declared state of emergency in the country of departure or destination; (5) emergency situation in the country of departure or destination. In this case, the Organizer must, upon request, explain the amount of the fee.
For these cases, the Traveler must provide evidence (medical certificate/discharge letter confirming sudden illness and inability to travel), death certificate, or military exercise summons. Local terrorist attacks, explosions, contagion/epidemics and other diseases, natural disasters, weather conditions, etc., are not deemed justified reasons unless a state of emergency has been officially declared by competent authorities.
“Sudden illness” means an unexpected illness/infectious disease/organic disorder diagnosed by an authorized physician after contract conclusion, not related to or caused by a prior condition, requiring treatment and/or hospitalization and preventing commencement/use of the travel package.
If the Traveler provides an appropriate substitute, or if the Organizer arranges a substitute, the Organizer must refund the total paid amount less only actual incurred costs. In the case of substitution, the Organizer must conclude a new Contract with the new traveler.
If the withdrawal is covered by an insurance policy, the Traveler exercises their rights directly with the insurer.
In case of withdrawal, the amount paid to the Organizer for visa mediation, as well as paid legal and other obligations, is non-refundable.
12.2 After the start of the trip
If, due to cancellation, the Traveler (by their own fault) does not use some contracted services, the Organizer will attempt to obtain compensation from service providers for unused services. If no refund is obtained, the Traveler has no right to a corresponding refund. For insignificant services/values, the Organizer is released from this obligation.
If, due to the Organizer’s fault, a significant part of contracted services is not provided, the Organizer must take measures to enable continuation of the trip or offer alternative suitable services until completion without additional costs, in accordance with Section 14, without affecting the Traveler’s other statutory rights.
13. INSURANCE, DEPOSIT AND TRAVEL GUARANTEE
Travel insurance is not included in the package price. The Organizer recommends concluding non-mandatory insurance: travel liability, trip cancellation, health insurance, and accident insurance. If the Organizer/Intermediary offer travel insurance, they act only as intermediaries. The insurance contract is concluded exclusively between the Traveler and the insurer, and claims are submitted directly to the insurer. The Traveler must read the insurance conditions and obligations. Insurance premiums are not part of the travel price and are due immediately upon conclusion of the insurance contract. By signing the Contract, the Traveler confirms they have been informed and referred to obtaining a travel insurance package.
A travel insurance package does not necessarily cover mandatory health insurance; the Traveler is recommended to arrange it independently, as lack of it may lead border authorities to refuse travel or cause significant treatment costs for the Traveler.
In accordance with the Tourism Act, the Organizer has a deposit of EUR 500.00 and a travel guarantee for license category B in the amount of EUR 5,000.00, which secures:
A) In case of the Organizer’s insolvency:
necessary accommodation, meals and return of the Traveler to the place of departure (in Serbia and abroad);
claims for paid funds under a travel contract not realized;
claims for paid funds in case of cancellation by the Traveler under these General Terms;
claims for the difference between paid funds and funds reduced proportionally due to non-performance/partial performance of Program services; and
B) Compensation for damage caused to the Traveler due to non-performance, partial performance or improper performance of the Organizer’s obligations defined in these General Terms and the Program:
claims for paid funds under a travel contract not realized; and
claims for the difference between paid funds and funds reduced proportionally due to non-performance/partial performance of Program services.
The coverage period of the Travel Guarantee runs from its issuance until completion of the travel package, i.e., until the Traveler’s return to the agreed destination.
The guarantee is based on the Contract on Travel Guarantee and consent for issuance of bank guarantee No. 026/2025 dated 30 July 2025 concluded with the Beneficiary of the guarantee, the National Association of Travel Agencies PU “YUTA”, Belgrade, 14 Kondina Street; Bank Guarantee No. 04777-02-0313940 dated 09 September 2025; UniCredit Bank Srbija a.d. Belgrade, 27–29 Rajićeva Street, 11000 Belgrade.
The beneficiary may call on the bank for payment within a period not longer than six months from the date the bank guarantee ceased to be valid. The user of the bank guarantee (Traveler) activates the guarantee without delay, i.e., within 14 days from the occurrence of the prescribed event, through the Beneficiary—PU “YUTA”, by written request or telegram to YUTA, Belgrade, 14 Kondina Street, or by e-mail to: garancijaputovanja@yuta.rs, tel. +381 11 3228 686.
(The Traveler exercises the right to compensation based on a final and enforceable court judgment, or a decision of the Arbitration Court or other out-of-court consumer dispute resolution decision, in accordance with these General Terms and YUTA’s general terms.)
14. ASSISTANCE, COMPLAINTS, CLAIMS AND DISPUTE RESOLUTION
The Organizer must clearly display at the point of sale information on how and where to submit complaints and ensure the presence of a person authorized to receive complaints during working hours. The Organizer must keep records of received complaints and retain them for at least two years from the date of submission.
The Traveler must, without delay on site, report any justified complaint to the Organizer’s local representative, and in urgent cases where the representative is unavailable, to the direct service provider (e.g., carrier, hotelier), or, if such persons are not listed in travel documents, directly to the Organizer.
For assistance, urgent matters and complaints, the Traveler may contact the Organizer at +381 63 801 8848 or +381 69 333 4524 on working days 08:00–17:00 and Saturdays 08:00–14:00 (Central European time), or by e-mail: info@alphatravelsee.com. For urgent matters, the Traveler should state the Contract number, destination, accommodation name, traveler names, address/phone number, etc.
The Traveler must cooperate in good faith in the complaint procedure and accept an offered solution corresponding to the contracted service, within a reasonable time depending on the nature of the issue (e.g., fridge malfunction, power/water outage, poorly cleaned apartment, etc.).
If the cause is not remedied on site, the Traveler and the Organizer’s representative draw up a written confirmation in two copies, signed by both parties; the Traveler retains one copy. Local representatives are not authorized to acknowledge any compensation claims; only the Organizer is.
The Traveler cannot demand a price reduction, contract termination or damages if they fail, in bad faith and contrary to prescribed procedure, to notify the authorized representative and the Organizer promptly on site of defects between provided and contracted services.
If defects are not remedied on site, the Traveler must submit a justified and documented complaint within 15 days after the trip ends, or within 30 days from establishing the “defects”, including: written on-site complaint, receipts of paid costs, a claim by types of unperformed services, factual and quantified for each traveler individually, witnesses and other evidence, and request a refund of the price difference between contracted and unperformed/partially performed services. Each Traveler who is a signatory, on their own behalf and on behalf of persons under the Contract (or with proper power of attorney), submits complaints individually; the Organizer will not consider group complaints.
Preferably, the Traveler submits the complaint in writing to the Organizer’s address: 15 Vrtna Street, Subotica. Complaints may also be made orally at the point of sale, or electronically/on a durable medium, with supporting documentation.
The Organizer processes only timely, reasoned and documented complaints where the cause could not be remedied during travel, and issues written confirmation or electronic acknowledgment, stating the complaint reference number.
The Organizer must provide a written response within 8 days of receiving a proper complaint and pay the price difference within 15 days. This deadline may be extended with the Traveler’s consent and recorded.
The Traveler must respond to the Organizer’s reply within 3 days of receipt. If the Traveler does not respond, it is deemed they do not agree with the Organizer’s proposal.
If the complaint is incomplete, the Organizer will request supplementation within a set deadline, failing which it will be deemed lapsed.
Price reduction may reach only the amount of the complained-of unperformed part of the service and cannot include already used services nor reach the total contracted price. Compensation is proportional to the degree of non-performance/partial performance. If the Traveler accepts compensation (price reduction or any other form), it is deemed the Traveler accepted the Organizer’s proposal for amicable settlement and waived further claims, regardless of whether a separate written confirmation was signed. A settlement is deemed reached when the Organizer offers a realistic price difference for inadequately provided services based on the direct provider’s price list valid on the contract date and other available evidence, and the Organizer acted in compliance with applicable regulations.
Any attempt by the Traveler to initiate proceedings before other bodies before the complaint resolution deadline is considered premature; informing media/public outlets is considered a breach of the Contract.
15. TRAVEL PROGRAM ON THE TRAVELER’S REQUEST AND INDIVIDUAL SERVICES
15.1 Travel program on request
An individual trip (hereinafter: a “Program on Request”) is a combination of two or more services, as well as a multi-day stay that includes only accommodation not offered/published by the Organizer, but prepared upon the Traveler’s request.
The preceding sections apply by analogy unless otherwise regulated here.
The Traveler may cancel by written notice; the cancellation date is the basis for the Organizer’s fee (unless otherwise stated), as follows:
Timely cancellation (90 to 60 days): administrative costs only
15% if canceled 60 to 30 days before departure
20% if canceled 29 to 20 days before departure
40% if canceled 19 to 15 days before departure
80% if canceled 14 to 10 days before departure
90% if canceled 9 to 6 days before departure
100% if canceled 5 days before departure or during travel
15.2 Individual services and “reservations on request”
If the Traveler books only one service that does not include overnight accommodation, the Organizer acts only as an intermediary. For individual and “on request” reservations, the Organizer may require a deposit for reservation costs. If the reservation is accepted by the Traveler, the deposit is credited toward the service price. If the service intermediary does not confirm the reservation within the agreed time, the deposit is refunded in full.
Except for gross negligence, the service intermediary is not liable for defects or material/bodily damage in individual services where it acts only between the Traveler and direct providers (e.g., accommodation, transport, tickets, excursions, rent-a-car, etc.). Upon issuance of proof of the contracted individual service, contractual relations arise exclusively between the Traveler and each direct service provider.
16. PERSONAL DATA PROTECTION
The Traveler acknowledges that the Organizer has aligned its operations with the Personal Data Protection Act and agrees that personal data of the Traveler and companions from the travel contract/confirmation—such as personal ID number (JMBG), travel document number, phone number, e-mail address, postal address, etc.—provided voluntarily, constitute the Organizer’s business secret and may be used in the manner and under conditions prescribed by the Personal Data Protection Act. The Traveler agrees that the Organizer may use personal data to realize the contracted Program, and that addresses, place/time/price of travel and companion names may not be disclosed to third parties except as required by specific regulations.
17. MANDATORY APPLICATION
The Organizer may provide in the Program different provisions from these General Terms due to special conditions and rules of direct service providers, and for trips with special content (sports, congress and similar international events and special forms of tourism—school trips, hunting/fishing, extreme sports, etc.), which form an integral part of such Contracts.
The Traveler and the Organizer agree on the jurisdiction of the YUTA Arbitration Court (Belgrade, 14 Kondina Street) for resolving mutual disputes, applying these General Terms, YUTA’s general terms and Serbian law. Agreeing to YUTA Arbitration does not deprive the Traveler of the right to initiate proceedings or use legal remedies to protect their rights as provided by Serbian law.
The Traveler may initiate an out-of-court consumer dispute resolution procedure before a competent body only if they previously filed a complaint/objection with the Organizer, who is obliged to participate. The Organizer must clearly display at the point of sale that it is legally obliged to participate in out-of-court consumer dispute resolution. The Traveler may initiate out-of-court consumer dispute resolution before a body listed by the Ministry at mtt.gov.rs/tekst/2306/zastita-potrosaca.php.
These General Terms apply as of 09 September 2025.