Terms of use – tours

By signing our reservation form, you agree to the following terms and conditions:

Reservations and payment

You may book a tour in Balkan Hills Travel Agency office, on our website, by phone, by fax, or through a travel agent. A deposit of BAM 400 per person per tour is required at time of booking. This deposit is non-refundable. The deposit forms part of your final payment which is due 30 days prior to departure, unless it is stated differently in the program. If we do not receive final payment by the specified date, we reserve the right to cancel the reservation. In the case of billing errors, we reserve the right to re-invoice with correct pricing.

Returned amounts

A fee of BAM 100 will be charged for any returned amounts.

Package price and contents

As a rule, (unless stipulated otherwise in the tour program) the package price shall include: transport services, hotel and catering services, and travel arrangements. If mentioned in the tour program, the price can also include airport fees, as well as costs of services of professional and local guides The package price does not include (unless agreed otherwise):

        Optional excursions and visits,

        Cost of obtaining and issuing visas, if any, and

        Tickets for facilities to be visited.

You must pay for all special services (such as a single bedroom or a special diet) ordered during booking. If you ask for a special service during the tour, you will need to pay the guide or the Agency representative directly, in the currency of the respective country.

Right to price increase and right to cancel due to price increase

We may ask for an increase of the contracted price in case the following occurred after the contract was concluded:

  • a change of the exchange rate in relation to the program publication date,
  • a change of the transport costs (fuel, road toll, etc.),
  • a change in hotels’ or carriers’ fees.

If we inform you in writing or orally of a price increase of 10% or more, you may cancel within 48 hours after the receipt of notice and receive a full refund. Otherwise, you will be deemed to have agreed to the increase.

Children discounts and other benefits

Please pay attention to children discounts, as well as to other benefits which are set apart in the description of a package. Tour participants under the age of 18 years must be accompanied by an adult.

Tour membership

In order to ensure congenial membership, Balkan Hills Travel Agency reserves the right to accept or reject any person as a tour participant and to expel from the tour any participant whose conduct is deemed incompatible with the interests of the tour group.

Travel documents

All travel documents shall be sent to you at the latest 7 days before the departure, unless mentioned otherwise in the program.

Travel documents shall include:

  • for a bus package: the original voucher and the tour program,

Categorization and description of services

The accommodations offered in Balkan Hills Travel Agency programs are described according to each country’s official categories at the moment of the publication of the program. We are not responsible for those decisions.

Local tourist boards supervise nourishment, modern conveniences, as well as other services offered by hotels/apartments. Standards of accommodation and services differ and are not comparable to what you would find in other countries.

Accommodation in rooms/apartments

The rooms/apartments shall be distributed by the reception desk staff on arrival.. Unless you have explicitly contracted a room/apartment with particular features, you must accept any officially registered accommodation unit in the specific facility described in the catalogue and the price list.

Accommodation in a room/apartment is usually not possible before 2.00 p.m. on the service start date, and you must usually leave by 12.00 a.m. on the service end date. Arrivals after 8.00 p.m. must be advised in advance, unless indicated differently. Pets are allowed in particular cases with an obligatory additional fee. The price includes: linen, cutlery, gas, water and electricity. Final cleaning is included unless stated differently.

Meals on tour

As specified in each itinerary. meals are based on the hotel’s or restaurant’s buffet or set menu. In general, beverages are not included, unless specifically stated.

Cancellation policy

If we receive your written notice of cancellation on the days indicated below, we will retain the following amounts from the full package price:

  • 30+ days prior to commencement of service: full deposit
  • 29-15 days prior: 35% of total price
  • 14-3 days prior: 50% of total price
  • 2-0 day(s) prior: 100% of total price

All re-bookings are subject to availability. If that tour is unacceptable, we will refund all monies paid to us; there is no additional liability. We cannot assume responsibility for any additional costs or fees relating to the issuance and/or cancellation of air tickets or other travel arrangements not made through Balkan Hills Travel Agency.

The foregoing cancellation fees also apply if you cancel due to changes in the departure date, changes in accommodations, weather problems, fear of travel, or any cause beyond our control. However, if you find a replacement, we will charge only the costs caused by the replacement. We will not refund the cost of passports or visas.

Travel Insurance

For your protection, we strongly recommend that you purchase trip cancellation insurance and travel accident insurance when you book your tour. Please check the appropriate box on the reservation form.

Cancellation by Balkan Hills Travel or change of program

Balkan Hills Travel Agency reserves the right to cancel the tour at least three days prior to the tour start date for insufficient participation or extraordinary circumstances occur that could not have been anticipated or avoided. If the tour is cancelled by Balkan Hills Travel Agency, you will be entitled to a full refund. We offer refunds under this agreement with the express understanding that the receipt of that refund by you waives any additional remedies.

Balkan Hills Travel & Tours also reserves the right to change the date or the time of the departure due to a change in the flight schedule or the onset of unanticipated circumstances, as well as the right to change the route in case of a change in travel conditions, such as a changed flight schedule, safety conditions in a country, weather conditions.


Transport of baggage by plane is free of charge up to the weight defined by the airline company. You must pay for excess baggage according to the current prices of the airline. Regardless of age, children are not entitled to a free of charge baggage transport in air transport.

In case of bus transport, you may bring along 2 pieces of personal baggage.

You are solely responsible for theft, loss or damage of objects left unattended in the bus.

Our Responsibility

Balkan Hills Travel Agency acts only as a sales agent for any hotel, apartment, other accommodation, bus operators, car-rental company or other service provider named in your itinerary (“Suppliers ). Balkan Hills Travel Agency is not responsible for acts or omissions of the Suppliers or their failure to provide services or adhere to their own schedules.

Balkan Hills Travel Agency assumes no responsibility for and shall not be liable for any refund, personal injury, property damage, or other loss, accident, delay, inconvenience, or irregularity which may be caused by: (1) any defaults, wrongful or negligent acts, or omissions of the Suppliers; (2) any defect in or failure of any vehicle, craft, equipment, or instrumentality owned, operated, or otherwise used or provided by the Suppliers; or (3) any wrongful or negligent acts or omissions on the part of any other party not under Balkan Hills Travel control. You hereby release Balkan Hills Travel from all claims arising out of anything covered by this paragraph.

You assume full and complete responsibility for checking and verifying all passport, visa, vaccination, or other entry requirements of your destination(s), and all conditions regarding health, safety, security, political stability, and labor or civil unrest at such destination(s). You hereby release Balkan Hills Travel Agency from all claims arising out of anything covered by this paragraph. You agree that the courts in Sarajevo, Bosnia and Herzegovina, will be the exclusive jurisdiction for all claims brought by you or Balkan Hills Travel Agency, and you hereby submit to the personal jurisdiction of those courts.

For your protection, we strongly recommend that you purchase trip cancellation insurance and travel accident insurance. We will send you full details as soon as we receive your tour booking.

NOTE: Terms and conditions are subject to change without notice.