ENG – General Terms and Conditions of Travel

Based on Article 68, paragraph 1, item 2, and in accordance with Articles 70 and 71 of the Law on Tourism („Sl. glasnik RS“ br. 17/2019), the Director of the travel agency “Champions Travel” from Belgrade, Dubljanska 50, TIN: 108477222, Reg. No.: 21007412, on October 9, 2024, hereby issues the following:

GENERAL TERMS AND CONDITIONS OF TRAVEL

1. PRE-CONTRACTUAL INFORMATION:

By signing the standard travel agreement-confirmation (hereinafter: the Agreement), the signatory, on behalf of all travelers listed in the Agreement (hereinafter: the Traveler), confirms with their signature that they have received these General Terms and Conditions of Travel (hereinafter: the General Terms), the Travel Guarantee Certificate, and the pre-prepared and published travel program (hereinafter: the Program). The signatory also confirms that both they and all travelers listed in the Agreement are familiar with and fully accept these documents, and that they have been informed about the optional possibilities of travel and health insurance.

The provisions of these General Terms constitute an integral part of the Agreement between the Traveler and Champions Travel, as the tour organizer (hereinafter: the Organizer), and are binding for both contracting parties, unless otherwise stipulated by a separate written agreement or the Program.

Before concluding the Agreement, the Organizer may at any time modify the description of its services in the Program and must notify the Traveler of such changes in a timely manner, without delay, in written form—either on paper or another durable medium. The Traveler and the Organizer mutually acknowledge that the Traveler was informed in due time of any potential changes to the Program prior to the conclusion of the Agreement.

In the event of any discrepancy between the Traveler’s application and the amended offer from the Organizer, the new Program shall be considered a new proposal and shall bind the Organizer for the following 48 hours. If the Traveler does not notify the Organizer within that period whether they accept the amended Program/offer, the Agreement shall be considered mutually terminated.

Before signing the Agreement, the Organizer informed the Traveler of their rights under the travel guarantee in case of insolvency or compensation claims.

 2. REGISTRATION, PAYMENTS, AND CONTRACT:

The Traveler submits a travel application in writing, via a durable data carrier, email, or fax. Travelers can register for a trip at the Organizer’s headquarters, branch offices, designated sales locations, or through travel agencies that have a signed agreement with the Organizer for indirect sale of travel packages (hereinafter: the Intermediary). The Intermediary offering and selling the travel arrangement must specify its role in the Program and the Travel Confirmation.

The Traveler’s application becomes valid once it is confirmed by the conclusion of the Agreement—in the same form in which the application was submitted—and upon payment of a deposit amounting to 50% of the total package price, unless otherwise agreed. The remaining balance, unless agreed otherwise, is to be paid 15 days before the start of the trip. If the Traveler fails to make the full payment within the specified period, it will be considered a cancellation of the trip in accordance with Article 12 of these General Terms.

Any deposit payment is considered a payment on behalf of all travelers listed in the Agreement, not just for one specific individual.

Upon signing the Agreement, the Program becomes an integral part of it and cannot be changed, except if explicitly agreed upon by both parties or if changes occur due to force majeure. In case of cancellation or modifications to the Agreement, the cancellation and modification terms apply to all travelers listed in the Agreement.

The date of payment recorded to the Organizer’s or Intermediary’s account is considered the official date of payment. In case of delayed or incomplete payments—either of the deposit or the remaining balance—the Organizer reserves the right to withdraw from the Agreement and claim compensation in accordance with Article 12 of these General Terms.

3. OBLIGATIONS AND RIGHTS OF THE ORGANIZER:

 – The Agreement, in addition to the services listed in the Program, shall also include any specific requests made by the Traveler only if the Organizer has explicitly agreed to them,
– The Organizer shall pay a proportional and reasonable price reduction (hereinafter: Price Reduction) between the agreed price and the reduced price of the trip, in the case of timely and justified written complaints submitted by the Traveler, in accordance with the law and these General Terms—unless the failure to fulfill or partially fulfill the Agreement is due to: the fault of the Traveler, a third party who was not a contracted service provider within the Program, force majeure or unforeseeable events beyond the Organizer’s control whose consequences could not have been avoided despite due diligence, or other circumstances the Organizer could not have anticipated or overcome,  
– Prior to the start of the trip, the Organizer shall provide the name, address, and phone number of the local representative or partner agency, and exceptionally, if needed, the contact information of the Organizer for emergency assistance, 
– The Organizer is not responsible for any services provided to the Traveler by third parties outside the agreed Program,        
– Any oral or other informal information that differs from the information provided in the Program, Agreement, Special Agreement, or these General Terms shall not be binding on the Organizer and cannot serve as grounds for complaints or claims by the Traveler.

 4. OBLIGATIONS AND RIGHTS OF THE TRAVELER: 

– To thoroughly familiarize themselves—and all individuals listed in the Agreement—with the Program, the General Terms, and the Travel Guarantee, and to clearly state any special requests not included in the published Program.
– To personally arrange optional travel insurance policies, as the Organizer does not provide or bear responsibility for them.
– To pay the agreed price under the conditions, deadlines, and in the manner specified in the Agreement.
– To provide the Organizer with accurate and complete information and documents needed to organize the trip in a timely manner, and to guarantee that they, their travel documents, luggage, etc., comply with the regulations of Serbia, as well as the transit and destination countries (including border, customs, health, monetary, and other regulations).
– To compensate for any damages caused to service providers or third parties due to violations of legal regulations or these General Terms.
– To designate, in a timely manner, another person to travel in their place, reimburse the Organizer for actual costs caused by the substitution, and bear joint liability for any unpaid portion of the travel price.
– To immediately communicate any justified complaints on-site—preferably in written form—to the Organizer or the contact persons listed in the travel documents.
– To inform themselves, before signing the Agreement, through the official website of the Ministry of Foreign Affairs of the Republic of Serbia (www.msp.gov.rs) or other sources, about countries considered to be of high or moderate risk.
– To confirm the exact departure and return times no later than 24 hours—but not earlier than 48 hours—before the trip, by contacting the Organizer’s authorized representatives.  

5. PRICES AND SERVICE CONTENT:

The Organizer sells travel packages at a total price expressed as a single amount. The price may be stated in dinars or in a foreign currency. When prices are shown in a foreign currency but payments are made in dinars, the official middle exchange rate on the day of payment is applied. Prices are determined based on the Organizer’s business policy and cannot be subject to complaints from the Traveler.

Services rendered abroad (not pre-agreed and prepaid) must be paid on the spot directly to the service provider.

The total price stated in the Agreement includes all costs essential and inseparable for the realization of the travel package. It consists of a predefined and published combination of at least two or more services of average quality, customary for the given destination and facilities, such as:
accommodation, meals, transportation, transfers, standard representative services at the destination, trip preparation and organization — all included in a single price paid by the Traveler (hereinafter: Standard Services).

Unless otherwise specifically agreed (hereinafter: Special Agreement), the package price does not include the costs of:
local tourist guides, special services of the Organizer’s representatives, tourist animators, optional excursions, sunbeds and umbrellas, visas, entrance fees for attractions or events, travel and luggage insurance, room service, minibar use, air conditioning, recreational, medical or telephone services, reserved seating in transport, single-room accommodation, rooms with special features (view, floor level, size, balcony, etc.), extra meals, and other Special Services.

The Intermediary is not authorized to contract Special Services on behalf of the Organizer unless included in the Program.

Discounts for children and other benefits specifically mentioned in the Program are determined by direct service providers and should be interpreted restrictively (e.g., for children under the age of two, the relevant date is the calendar date when the child turns two in relation to the start date of the trip, not the contract date).
In case of incorrectly stated age, the Organizer has the right to charge the difference up to the full travel price.

The Organizer is not responsible and the cost is not included in the package for optional or additional services performed and charged by a foreign partner or direct service provider that were not included in the Program or Special Agreement, nor for 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 are canceling the Agreement, it is considered that they agree to the new price — which can also be confirmed by making the payment. 

6. PRICE CHANGES AND TRAVELER’S RIGHT TO CANCELLATION:

If the Traveler cancels the trip in a timely manner (between 90 and 45 days before departure), the Organizer has the right to retain compensation for administrative costs incurred.

The Organizer may request an increase in the agreed price before the start of the trip if, after the Agreement has been concluded, there is a change in the exchange rate—when the price is expressed in dinars—or in the event of a price increase by service providers, and must notify the Traveler immediately upon becoming aware of such changes.

In case of a price increase by the Organizer, the Traveler has the right to:

request a replacement trip of similar value from the Organizer’s offer, free of charge; or

terminate the contract in writing without paying cancellation fees.

If the Traveler does not notify the Organizer in writing within 48 hours of the price change whether they accept the new terms, the Agreement shall be considered terminated.

Any subsequent price reductions for the Program do not apply to contracts that have already been concluded and cannot be used as grounds for complaint by the Traveler against the Organizer. 

7. CATEGORIZATION AND DESCRIPTION OF SERVICES:

All services listed in the Program are understood to be standard services of average quality, customary and specific to the given destinations, locations, and facilities. If the Traveler wishes to obtain services outside the Program, this must be arranged through a Special Agreement.

The Organizer is not responsible for service descriptions found in catalogs, publications, or on the websites of Intermediaries or direct service providers (e.g. hotels, carriers, etc.), unless the Traveler was explicitly referred to such sources by the Organizer. The Organizer is only responsible for the descriptions of services included in its own Programs or official website.

Accommodation facilities, rooms, transport vehicles, and other services are described according to the official categorization of the destination country at the time of Program publication, and cannot be compared across different destinations—or even within the same destination. The quality of meals, comfort, and service level primarily depends on the package price, the selected destination, and the official categorization, all of which are subject to local laws and beyond the Organizer’s supervision or influence.

The start and end dates of the trip listed in the Program do not imply a full day’s stay at the accommodation or destination. Traveler arrival/departure times, as well as hotel check-in/check-out, are subject to border procedures, road conditions, government permits, weather, technical issues, or force majeure. These can affect transport departure times (especially for flights), and the Organizer is not responsible for such delays or changes. The first and last day of the Program are designated for travel and do not guarantee time spent at the hotel or destination—they simply mark the calendar dates of trip start and end. The Organizer is not liable for late-night or early-morning flights, late hotel check-ins, or early check-outs.

For air packages, the agreed trip start time is the scheduled airport meeting time, which is at least 2 hours before the first published departure time stated by the airline. If the flight time is changed, the Organizer bears no responsibility, and national and international air transport regulations apply. Charter flights typically depart or arrive late at night or early in the morning, and if, for example, a cold meal is provided as the first or last included meal at the hotel, the Agreement is considered fully honored.

The presence of tour guides, escorts, local guides, animators, or representatives does not imply all-day availability, but only contact and necessary assistance at pre-scheduled duty hours, posted on the information board or provided in another suitable way.

Instructions and guidance provided by the Organizer’s authorized representatives (especially regarding departure times, transport, accommodation, legal or other regulations) are binding on the Traveler. Failure to comply constitutes a breach of contract, and the Traveler bears full responsibility for any resulting consequences or damages.

Changes or deviations in certain services not caused by the Organizer are permitted, as long as they do not negatively affect the overall concept of the trip. If, due to such reasons, a flight or transport needs to be redirected to another airport or location, the Organizer is obligated to offer the Traveler alternative transportation to complete the trip, at no additional cost to the Traveler, and to refund any difference in price between the agreed and provided services (Article 103, Law on Consumer Protection). The Organizer shall bear all costs of alternative transport, at least equal to the value of a 2nd-class ticket.

When a third party replaces the original Traveler who booked the service, the Organizer has the right to charge for the necessary administrative costs of the change. The original Traveler and the substitute are jointly responsible for the full payment and change-related expenses. The Organizer may refuse the substitution if the change is not made in a timely manner, involves specific travel requirements, or violates legal or regulatory provisions.       

8. ACCOMMODATION, MEALS, AND TRANSPORT:       

8.1. Accommodation: as specified in the Travel 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 the Traveler’s personal preferences, the facility’s location, floor level, proximity to noise, parking, or other characteristics.

– Check-in to the accommodation is available no earlier than 4:00 PM on the first day of service use, and check-out must be completed no later than 9:00 AM on the last day. The Traveler has no right to a refund for voluntarily or personally caused temporary or early departure from the accommodation—this applies both to the accommodation and transport costs.

– Triple and quadruple accommodation units (rooms, studios, apartments, etc.) are determined in accordance with the categorization and regulations of the destination country.

– The operation of air conditioning units varies depending on the destination and the facility, and does not imply continuous operation 24 hours a day.

– The Organizer is not responsible for any damages incurred by the Traveler due to failure to comply with laws, prescribed rules, or customs established by carriers, hoteliers, or other direct service providers.

– After the start of the travel package, for sudden and justified reasons, the agreed accommodation may be changed without the Traveler’s consent to a facility of the same or higher category in the agreed location, at the Organizer’s expense. A change to a lower category facility is possible only with the Traveler’s consent, along with a refund of the price difference, proportionate to the downgrade.

– The Traveler is responsible for understanding and respecting the rules of conduct in the accommodation facility, especially regarding: safekeeping and storage of money, valuables, and personal belongings; bringing food and drinks into the room; following house rules; checking in and out at designated times; the number of persons in the room, etc. The Organizer shall not be held liable for any damages arising from the Traveler’s failure to comply with such rules.    

8.2. Meals: as specified in the Travel Program, with the following notes:

– The variety, quality of food, and level of service primarily depend on the package price, facility category, destination, and local customs, regardless of whether meals are served buffet-style or by table service (menu-based).
– The All-Inclusive service, or any similar offering, is provided according to the hotel’s internal policies and may vary even within the same category and destination. The Organizer has informed the Traveler in writing about the specific content of the All-Inclusive service.
– Unless otherwise stated in the Program, breakfast is considered continental.
– If hotel occupancy is below 30%, and if foreseen in the Program, meals may be served rather than offered as a buffet.

In the accommodation facility, meal conditions are the same for all guests, regardless of whether they are children, elderly persons, or individuals with special needs, as specified in the Agreement.
If, on-site, the Traveler makes alternative arrangements with the direct meal service provider, the Organizer bears no responsibility for any service provided as a result of such individual agreements.

8.3. Transport: Unless otherwise specifically agreed:

– Transport and transfers are carried out using standard tourist buses or other vehicles, in accordance with the regulations and standards applicable in the country where the carrier engaged by the Organizer is registered. The carrier’s rules, terms, and conditions apply (e.g., transport by any means does not imply assigned seating, nor does it include meals or drinks during the journey). The Traveler is required to accept any offered seat on the transport vehicle.

– The Organizer reserves the right to engage any type of tourist bus that complies with regulations (standard or double-decker buses), as well as other transport vehicles if circumstances require it. If a mini-bus is used, the number of seats must be defined in advance.

– During the ride, onboard toilets are not in use, unless otherwise approved. The Traveler is responsible for compensating any damage caused by their negligence on the spot. Before departure, the Traveler is obligated to check and verify their travel documents and luggage and inform the tour guide/escort of any discrepancies.

– The Traveler must behave appropriately during transport and comply with traffic laws and passenger regulations. Failure to do so entitles the Organizer to deny boarding or remove the Traveler from the vehicle, even with police involvement, and the Organizer is not obligated to continue the Traveler’s transport. If the Traveler cancels the trip due to removal from the transport, the cancellation policy under Article 12 of the General Terms applies.

– The route, rest stops, locations, and duration of breaks are determined by the guide/escort or driver. The guide/escort/driver has the right to change the itinerary or the order of site visits due to unforeseen, unavoidable, or safety-related circumstances. The Traveler is obligated to follow instructions from the driver or guide/escort (e.g., duration of breaks, return times, etc.).

– Discrepancies between the Traveler’s personal data provided to the Organizer and the data in the Traveler’s passport (e.g., name, surname) may require reissuing the airline ticket, with additional costs, or could result in the ticket being declared invalid. The Traveler bears full responsibility for any such issues. Once the airline ticket is issued at the airport or agency, the Traveler is fully responsible for it. Duplicate airline tickets or boarding passes cannot be issued, and the Traveler assumes all consequences of their loss or disappearance during the trip.

– Airline or other transport tickets are valid only for the dates and times specified on them.

– Transport by air, rail, sea, river, or lake is the sole responsibility of the respective carriers, governed by applicable laws and regulations, and is beyond the Organizer’s control and responsibility.          

9. TRAVEL DOCUMENTS, HEALTH, AND LEGAL REGULATIONS:

For international travel, the Traveler must possess a valid travel document with an expiration date of at least 6 months after the end of the trip, and must provide the Organizer with accurate and complete information and documents for visa processing, if the Organizer is handling the visa application.

Neither the Organizer’s staff nor the Intermediary’s agents are authorized to verify the validity of passports or other personal documents. If the Organizer assists in the visa application process, it does not guarantee the issuance of the visa, nor that it will be issued on time, and assumes no responsibility for the validity of documents or for situations in which border or immigration authorities deny entry, transit, or stay to the Traveler.

If the Traveler loses or has their travel documents stolen during the trip, they are required to obtain replacements at their own expense and bear all resulting consequences.

The Traveler is obligated to arrange Special Services related to their health conditions (e.g., specific diet, accommodation features) due to chronic illness, allergies, disabilities, etc. If such services are not agreed upon in advance, the Organizer assumes no obligation, responsibility, or liability in this regard.

For travel to countries that require mandatory vaccinations or specific documents, it is the Traveler’s responsibility to ensure that all necessary vaccinations are completed and that valid certificates are obtained. The Traveler bears full responsibility for any consequences arising from failure to meet these requirements.

The Traveler must strictly comply with the customs, currency exchange, and other regulations of the Republic of Serbia, transit countries, and countries of stay. In the event of inability to continue the journey or stay due to non-compliance, all consequences and costs are borne by the Traveler.

If the trip cannot be realized due to the Traveler’s failure to comply with the provisions of this section, the terms outlined in Article 12 of the General Terms shall apply.         

10. LUGGAGE:

The Traveler is specifically advised that baggage transport up to a certain weight, as defined by the airline, is free of charge. Excess baggage is subject to an additional charge according to the carrier’s rates as specified in the Travel Program. The transport of special luggage (e.g., sports equipment) from the airport to the hotel and back is entirely the Traveler’s responsibility.

All airports apply strict security regulations regarding carry-on luggage. For more information, the Traveler is advised to contact Nikola Tesla Airport in Belgrade at +381 11 209 4444 or visit the website: www.beg.aero.

In case of damage, loss, or delay of luggage during a flight, the Traveler must immediately report the issue on-site to the airport’s lost luggage service, since airlines typically deny compensation if the required damage report form is not filled out and submitted. The Traveler must also report any loss, damage, or disappearance of luggage during the trip to the Organizer’s representative.

For bus transport, the Traveler may bring two pieces of luggage per seat and must hand them over to the authorized representative of the Organizer. Children under two years of age are not entitled to free baggage. The Traveler is responsible for their personal belongings brought into the vehicle, for handing over and collecting checked baggage from the carrier’s representative, and for bringing their luggage into the accommodation. All claims relating to these matters must be made through the Organizer, or directly to the carrier, accommodation provider, or insurance company, in accordance with applicable international and domestic regulations.

Transport of luggage from the parking area to the accommodation unit is the responsibility of the Traveler (transport will be as close as possible to the accommodation).
The Organizer is not responsible for items left behind in the vehicle.

Except in cases of intentional or gross negligence, the Organizer bears no responsibility for valuables that are not typically carried during travel, unless these items have been explicitly entrusted to the Organizer for safekeeping. Therefore, Travelers are advised not to bring valuables, or if they do, to entrust them for safekeeping or carry them personally.

The Traveler is required to label all luggage clearly with personal details and must not leave documents, valuables, or personal items in a parked vehicle, as the Organizer is not responsible for their disappearance. It is recommended that documents, jewelry, valuables, technical equipment, and medications be kept only in carry-on luggage, and when not in use, deposited in a safe, if available.

The Traveler is obligated to report any loss, damage, or disappearance of luggage during the trip to the Organizer’s representative.

11. AMENDMENT AND TERMINATION OF THE CONTRACT BY THE ORGANIZER: 

11.1. Before the start of the trip:
The Organizer may make changes to the Travel Program only if such changes are caused by extraordinary circumstances that the Organizer could not have foreseen, avoided, or eliminated. All costs incurred due to such changes shall be borne by the Organizer, while any resulting cost reductions shall benefit the Traveler.
Substitution of the agreed accommodation may only be done by offering a facility of the same category, or—at the Organizer’s expense—by providing accommodation of a higher category, within the agreed location.
If significant changes are made to the Program without justified reason, the Organizer must refund the Traveler in full for all payments made, should the Traveler cancel the trip due to such changes. (Art. 879, Law on Obligations)

The Organizer reserves the right to terminate the Agreement in the following cases:

– If the minimum number of participants, stated in the Travel Program, has not been reached, provided that the Traveler has been notified within the deadline specified in the Program before the start of the trip;
– Due to inability to fulfill contractual obligations for reasons beyond the control of either party, which, had they existed at the time of Program publication, would have constituted a valid reason not to publish the Program or enter into the Agreement.

In these cases, the Organizer is obligated to refund all payments made by the Traveler within 15 days from the date of cancellation.

If the Traveler accepts a new contract (travel arrangement) in such circumstances, they waive all claims against the Organizer under the terms of the originally concluded Agreement.           

11.2. During the Trip:
During the trip, the Organizer reserves the right—with immediate notice to the Traveler via the most appropriate means—to modify the date or time of travel, change the travel route, or make necessary amendments to the Program if travel conditions change (e.g., revised flight schedules, emergency landings, border or traffic congestion, closure of planned tourist sites, visa regime changes, security issues, natural disasters, or other extraordinary and objective circumstances, including force majeure). In such cases, the Organizer is not obliged to pay damages or any compensation to the Traveler.

The Organizer will bear any additional costs incurred as a result of these Program changes.

If the Traveler disrupts the trip through severe or inappropriate behavior, even after being warned, the Organizer may demand reimbursement for any resulting expenses.

In the event of extraordinary circumstances during the trip that could not have been foreseen in advance, and that constitute force majeure (e.g., terrorist attacks, states of emergency, explosions, outbreaks, epidemics and diseases, natural disasters, extreme weather, etc.), both contracting parties have the right to terminate the Agreement. In such cases, the Organizer is entitled to retain or claim reimbursement for actual costs incurred and is obligated to cover half of the return transportation costs for the Traveler.

The Organizer bears no responsibility if the Traveler refuses the offered return transportation. 

12. TERMINATION OF THE CONTRACT BY THE TRAVELER: 

12.1. Before the start of the trip:
The Traveler has the right to cancel the trip but must notify the Organizer in writing, using the same method by which the Agreement was concluded. The date of written cancellation will be used to determine the cancellation fee, which the Organizer is entitled to receive. This fee is calculated as a percentage of the total trip cost, unless otherwise specified in the Program, as follows:

If the Traveler cancels in a timely manner (between 90 and 45 days before the trip), the Organizer is entitled only to reimbursement of administrative costs incurred.

10% if the trip is 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 from the above, the following cancellation policies apply:

a. For cruise travel packages:
5% (minimum €60) if canceled 91 or more days before the start of the trip

15% if canceled 90 to 45 days before the trip

30% if canceled 44 to 29 days before the trip

50% if canceled 28 to 15 days before the trip

80% if canceled 14 to 7 days before the trip

95% if canceled 6 to 3 days before the trip

100% if canceled on the day of the trip, in case of no-show, or withdrawal during the trip

b. For recreational travel for preschoolers, nature school programs, school and student excursions (if the entire contract is canceled):
5% if canceled up to 120 days before the start of the trip

20% if canceled 119 to 90 days before the trip

50% if canceled 89 to 60 days before the trip

80% if canceled 59 to 45 days before the trip

100% if canceled 44 to 0 days before the trip or during the trip

Changes to the agreed destination, travel date, means of transport, accommodation, or room type; failure to obtain a visa; or failure to make payment will be considered a cancellation by the Traveler.

The Traveler is obligated to reimburse the Organizer only for actual, already incurred costs (transportation, accommodation, travel arrangements, etc.) if the cancellation was caused by:

– Sudden illness of the Traveler, their spouse, child, parent, sibling, adopted child or adoptive parent
– Death of any of the above individuals
– Military exercise call-up notice for the Traveler
– Natural disasters or state of emergency officially declared by the competent authorities of the travel destination country

In such cases, the Traveler must provide the Organizer with valid proof for exercising their right under health insurance—such as a certificate from a general practitioner or a hospital discharge form explicitly confirming a sudden illness and inability to travel—or a death certificate, or military call-up notice.

The following are not considered justified reasons for cancellation: localized terrorist attacks, explosions, outbreaks, epidemics, illnesses, natural disasters, or weather conditions, unless a state of emergency is officially declared by the government of the Traveler’s home country or the destination country.

Sudden illness refers to an unexpected and acute condition, infection, or organic disorder—diagnosed by a licensed physician—which arises after the travel contract has been signed, is not related to any pre-existing health condition, and is of such severity that it requires medical treatment, hospitalization, and prevents the Traveler from beginning or participating in the trip.

If the Traveler provides an appropriate replacement or if the Organizer arranges a replacement, the Organizer is obliged to refund the full amount paid, minus actual costs incurred.

The Organizer must sign a new contract with the replacement traveler.

In case of cancellation for a trip covered by travel insurance, the Traveler must submit the claim directly to the insurer.

Fees paid to the Organizer for visa assistance and any legal or administrative charges are non-refundable in case of cancellation.           

12.2. After the Start of the Trip:
If, due to trip cancellation or interruption, the Traveler—through their own fault—fails to use any of the contracted services, the Organizer will attempt to obtain reimbursement from the service provider for the unused services. If the provider does not issue a refund, the Traveler has no right to claim compensation for the unused portion of the trip.
If the unused service or its value is insignificant, the Organizer is relieved of this obligation.

If, however, a significant portion of the services agreed upon in the Contract is not provided due to the Organizer’s fault, the Organizer is obligated to take appropriate preventive measures to allow the continuation of the trip or to offer the Traveler alternative suitable services until the end of the travel arrangement, at no additional cost to the Traveler.

This is to be carried out in accordance with Article 14 of these General Terms, without affecting the Traveler’s other legal rights.

13. INSURANCE, SECURITY DEPOSIT, AND TRAVEL GUARANTEE:

The price of the travel package does not include travel insurance. The Organizer strongly recommends purchasing optional insurance, such as travel liability insurance, trip cancellation insurance, health insurance, and accident insurance. If the Organizer or Intermediary offers travel insurance, it is done only as a mediator. The insurance contract is concluded exclusively between the Traveler and the insurance company, to which any claims must be submitted directly. The Traveler is advised to read the insurance policy terms and conditions carefully.

Insurance premiums are not part of the travel package price and are due immediately upon signing the insurance agreement. By signing the travel contract, the Traveler confirms they have been informed and advised to secure a travel insurance package.

The travel insurance package does not include mandatory health insurance, and the Traveler is advised to obtain it separately, as failure to present such insurance may result in denial of entry by border authorities or in significant medical expenses during travel that the Traveler would have to cover independently.

In accordance with the Law on Tourism, the Organizer holds a security deposit of €2,000 and a travel guarantee for license category A in the amount of €30,000, which provides coverage in the following cases:

A) In the event of the Organizer’s insolvency, the guarantee covers:
Costs of emergency accommodation, food, and return transportation of the Traveler to the point of departure, both domestically and abroad.

Refunds of payments made by the Traveler under the travel contract for services that were not delivered by the Organizer.

Refunds to the Traveler in case of cancellation initiated by the Traveler, in accordance with the General Terms and Conditions.

Compensation for the difference between the amount paid under the travel contract and the reduced value of services not fully or properly delivered, as defined in the Program.

B) In the event of damage compensation, the guarantee covers:
Claims for undelivered travel services paid by the Traveler under the travel contract.

Claims for the price difference due to partial or improper performance of services outlined in the Program.

The coverage period of the travel guarantee extends from the date of issue until the completion of the trip, i.e., until the Traveler returns to the agreed destination.

This guarantee is issued under the Travel Guarantee Agreement and Consent for Bank Guarantee No. 0072/20 dated 02.08.2021, signed with the Recipient of the Guarantee – National Association of Travel Agencies PU “YUTA”, Kondina Street 14, Belgrade.
The Bank Guarantee No. 8525783 dated 24.09.2021, issued by Banca Intesa AD, was amended (Amendment No. 3) to change the expiration clause to: October 14, 2025.

The guarantee recipient (YUTA) may invoke payment within six months from the date the bank guarantee expires.

The beneficiary of the bank guarantee—the Traveler—must activate the guarantee without delay, and no later than 14 days after the qualifying event, by contacting YUTA:

Phone: +381 11 3228 686

Mail: YUTA, Kondina 14, Belgrade, Serbia

Email: garancijaputovanja@yuta.rs

The Traveler may exercise their right to compensation based on a final and enforceable court ruling, an arbitration decision, or other alternative consumer dispute resolution, in accordance with these General Terms and the General Terms of YUTA. 

14. ASSISTANCE, COMPLAINTS, CLAIMS, AND DISPUTE RESOLUTION:

The Tour Organizer is obligated to clearly display, at the point of sale, information about the method and place for submitting complaints, and to ensure the presence of an authorized person to receive complaints during business hours.

The Organizer must maintain a record of all received complaints and keep that record for at least two years from the date the Traveler submitted the complaint.

The Traveler is obliged to immediately report any justified complaint on-site to the Organizer’s local representative. In urgent situations where the representative is unavailable, the Traveler should address the complaint directly to the service provider (e.g., carrier, hotelier, etc.), or if such persons are not listed in the travel documents, directly to the Organizer.

For assistance, emergencies, and complaints, the Traveler may contact the Organizer via:

Phone: +381 11 4048 570 or +381 11 4048 571
(Monday to Friday: 09:00–17:00, Saturday: 10:00–14:00 CET)

Email: info@championstravel.rs

For urgent matters and similar procedures, the Traveler must include the following information:
Contract number, travel destination, name of the accommodation facility, names of the travelers, and contact address or phone number, so that they can be reached easily.

The Traveler is required to cooperate in good faith during the complaint procedure to allow the problem to be resolved within a reasonable timeframe, depending on the nature of the issue (typically 24 to 48 hours; e.g., broken refrigerator, power or water outage, poor apartment hygiene, or similar deficiencies), and to accept a proposed solution that corresponds to the agreed service.

If the cause of the complaint cannot be resolved on-site, the Traveler and the Organizer’s representative must complete a written confirmation in two copies, signed by both parties. The Traveler retains one copy of this confirmation.

Local representatives are not authorized to approve or accept claims for compensation—only the Organizer may do so.

The Traveler cannot request a proportional price reduction, contract termination, or compensation if they negligently or improperly fail to report shortcomings between provided and contracted services on-site and in a timely manner to the authorized representative or Organizer.

If the issue is not resolved during the trip, the Traveler must submit a justified and documented complaint within:

15 days after the end of the trip, or

30 days from the date the issue was discovered.

The complaint must include:

the written complaint filed on-site (if available),

receipts for any related expenses,

a request detailing the specific services not provided,

a clear and quantified description of the issue for each Traveler,

supporting evidence, such as witness statements or other documentation.

Each Traveler who is a party to the Agreement—or an authorized representative acting on their behalf—must file their complaint individually. The Organizer will not process group complaints.

It is recommended that the complaint be submitted in writing to the Organizer’s address in Belgrade, Dubljanska 50.

Complaints may also be submitted:

verbally at the place where the Agreement was signed or at another designated location for receiving complaints,

electronically or on a durable data carrier, with attached documentation demonstrating the validity of the complaint.

The Organizer is only required to process timely, justified, and properly documented complaints, where the issue could not be resolved on-site. Upon receiving a complaint, the Organizer must issue a written or electronic confirmation of receipt, including a reference number from the complaints log.

The Organizer must:

respond in writing within 8 days of receiving a valid complaint, and

reimburse any price difference within 15 days of that response.

This timeframe may be extended with the Traveler’s consent, and such extensions must be recorded in the complaint log.

If the complaint is incomplete, the Organizer will request that the Traveler amend it within a given timeframe, under penalty of forfeiture.

In accordance with good business practices, the Organizer will respond within the legal timeframe even to untimely, unjustified, or incomplete complaints.

The maximum price reduction available in response to a complaint may only apply to the unfulfilled portion of the service, and cannot cover services already used or exceed the total trip price.
Any compensation paid on the basis of a justified and timely complaint will be proportional to the degree of non-performance or partial performance of services.

If the Traveler accepts any form of compensation (such as a proportional refund or alternative offer), it is understood that the Traveler agrees to an amicable resolution and waives all further claims against the Organizer regarding the matter—regardless of whether a written confirmation of settlement was signed.

A refund will be considered executed and the matter resolved in accordance with the law, these General Terms, and YUTA’s general terms, when the Organizer offers the Traveler a reasonable price difference refund for inadequately provided services, based on the official price list of the service provider valid on the date the contract was concluded, or other available evidence.

Any attempt by the Traveler to initiate proceedings before third parties (e.g., consumer organizations or media) before the official complaint resolution period expires will be considered premature, and any public disclosure in the media will be regarded as a breach of contract.

15. CUSTOM TRAVEL PROGRAMS AND INDIVIDUAL SERVICES:

15.1. Custom Travel Program at Traveler’s Request:
An individual/custom travel program (hereinafter: “Custom Program”) is a combination of two or more services or a multi-day stay including only accommodation on specific dates, which is not part of the Organizer’s published offer and is created specifically at the Traveler’s request.

All provisions of the previous articles of these General Terms apply accordingly to Custom Programs, unless otherwise specified in this article.

The Traveler has the right to cancel the Agreement, but must do so in writing. The date of written cancellation serves as the basis for calculating the Organizer’s cancellation fee, expressed as a percentage of the total price of the requested travel, unless otherwise stated in the Program, as follows:

If canceled in a timely manner (between 90 and 60 days before departure), the Organizer is entitled only to administrative costs.

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 within 5 days of departure or during the trip

15.2. Individual Services and “On Request” Reservations:
If the Traveler books only one service (that does not include overnight accommodation), the Organizer acts only as an intermediary for another service provider.

For individual bookings and “on request” reservations, the Traveler must pay a reservation deposit of no less than €50 (in dinar equivalent at the official middle exchange rate on the day of payment).
If the reservation is accepted by the service provider and confirmed by the Traveler, the deposit is applied toward the service price.

If the reservation is not confirmed within the agreed period, the full deposit is refunded to the Traveler.
However, if the Traveler rejects a confirmed reservation that is fully in line with their request, the service intermediary retains the deposit in full.

Except in cases of gross negligence or misconduct, the service intermediary is not responsible for deficiencies or damages (material or physical) related to individual services booked at the Traveler’s request, where the intermediary is only acting between the Traveler and the direct service provider (e.g., accommodation, transport, tickets for sports events, excursions, car rentals, etc.).

Once the Traveler receives confirmation of the booked individual service, the contractual relationship exists solely between the Traveler and each respective individual service provider.

16. PROTECTION OF TRAVELER’S PERSONAL DATA:

The Traveler acknowledges that the Organizer has aligned its operations with the Law on Personal Data Protection, and agrees that personal data provided voluntarily—such as Unique Master Citizen Number (JMBG), passport number, phone number, email address, residential address, etc.—included in the Travel Contract/Confirmation, are considered a business secret of the Organizer and may be used only in accordance with the Law on Personal Data Protection.

The Traveler consents to the Organizer using these data exclusively for the execution of the agreed travel program, with the restriction that addresses, locations, times, prices of travel, and names of companions may not be disclosed to third parties, except to those authorized by specific legal provisions.

17. MANDATORY APPLICATION:

The Organizer may define different provisions in the Travel Program or Special Travel Terms in comparison to these General Terms, due to specific conditions and rules of direct service providers, or for trips with special content (e.g., participation in sports events, congresses, and similar international manifestations, or specific types of tourism—school trips, hunting and fishing tours, extreme sports, etc.), which then form an integral part of such contracts.

The invalidity of individual provisions of the Agreement does not affect the validity of the entire travel contract, and the same applies to these General Terms and Conditions.

The Traveler and Organizer mutually agree that all disputes shall be subject to the jurisdiction of the YUTA Arbitration Court in Belgrade, Kondina 14, and shall be resolved under these General Terms, as well as YUTA’s General Terms of Travel and applicable laws of the Republic of Serbia.

This jurisdiction agreement does not limit the Traveler’s legal rights to initiate proceedings or use legal remedies to protect their rights as prescribed by the laws of the Republic of Serbia.

These General Terms and Conditions are effective as of October 9, 2024, on which date the previous version, published on October 10, 2023, ceases to be valid.

CHAMPIONS TRAVEL d.o.o.
Slobodan Šćepanović
Director