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Terms and Conditions

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Fortuna Trade Tours – Day Tours Terms and Conditions

Please read these Terms and Conditions (“Terms”) carefully before booking a day tour with Fortuna Trade Tours. By booking or participating in a day tour operated by Fortuna Trade Tours (“FORTUNA TRADE TOURS” d.o.o., a limited liability company registered in Mostar, Bosnia and Herzegovina), you (the “Client”) agree to be bound by these Terms. These Terms constitute the entire agreement between Fortuna Trade Tours (the “Company”) and the Client for day tours (tours not exceeding 24 hours, with no overnight stay) primarily taking place within Bosnia and Herzegovina. If you do not agree with any part of these Terms, you must not make a booking or participate in the tour.

  1. General Terms
  • Scope of Services: Fortuna Trade Tours provides guided day tours within Bosnia and Herzegovina, offering cultural, historical, adventure, and sightseeing experiences as described in each tour itinerary. The exact services (such as transportation, guiding, meals, entry tickets, etc.) included in a tour will be specified in the tour description or booking confirmation. Services not expressly stated (for example, personal travel insurance, visas, meals not mentioned, or gratuities) are not included.
  • Contractual Agreement: When you book a day tour with the Company, a binding contract is formed between the Company and the Client. The person making the reservation must be at least 18 years old and has the legal authority to enter into this agreement on behalf of all participants included in the booking. By booking, you confirm that all participants accept these Terms. Any special agreements or alterations to these Terms must be confirmed in writing by the Company.
  • Client Information: The Client is responsible for providing accurate and complete information during the booking process (full name, contact details, any special requirements, etc.). The Company will use this information to arrange the tour. Incomplete or incorrect information that leads to operational difficulties (e.g. inability to contact you for pickup arrangements) is the Client’s responsibility.
  • Acceptance of Risk: Travel involves inherent risks. By participating in a tour, you acknowledge that you understand the nature of the tour activities and accept all risks associated with travel and participation in those activities. You agree that you are physically and mentally fit to undertake the tour and that you will exercise reasonable care for your own safety and the safety of others.
  • Amendments: The Company reserves the right to update or modify these Terms at any time. However, the Terms that were in effect at the time of your booking will apply to that booking. The latest version of Terms will be available on the Company’s website. It is the Client’s responsibility to review the Terms prior to booking.
  • Severability: If any provision of these Terms is found to be illegal or unenforceable, the remaining provisions will remain in full force and effect. The unenforceable part shall be deemed modified to the minimum extent necessary to make it enforceable, and if no such modification is possible, it shall be severed from these Terms.
  • Entire Agreement: These Terms, together with the tour itinerary and written booking confirmation, constitute the entire agreement between the Company and the Client for the day tour. They supersede all prior or contemporaneous communications, whether oral or written. No representation or statement not contained in these Terms or the booking confirmation shall be binding on the Company.
  1. Booking & Payment
  • Booking Process: Bookings for day tours can be made through the Fortuna Trade Tours website, at the Company’s office, or via authorized agents/partners. A booking is considered requested when the Client has submitted a reservation request with required details and is considered confirmed only after the Company issues a confirmation (such as a confirmation email or voucher). The Company reserves the right to accept or reject a booking at its discretion (for example, if a tour is fully booked or if the booking request is incomplete).
  • Pricing and Currency: Tour prices are listed in [Euro (€) or local currency (BAM)] (as indicated on the booking platform) per person, unless stated otherwise. Prices include applicable taxes and fees for included services. Any additional charges (for example, optional activities or personal expenses during the tour) will be clearly communicated. The Company guarantees the price of a confirmed booking; however, it reserves the right to correct obvious errors in pricing. If a pricing error is discovered, the Client will be notified as soon as possible and given the option to reconfirm at the correct price or cancel for a full refund.
  • Payment Methods: The Company accepts major payment methods for day tours, including credit/debit cards (through our secure online payment system) and, for certain tours or booking channels, cash payment on the day of the tour. The available payment options will be communicated at the time of booking. If paying by credit card, the full tour price (or a specified deposit, if applicable) will be charged upon confirmation of your booking. For cash-on-tour payments (if offered), the Company may require a valid credit card guarantee or a small deposit to hold the reservation, with the balance due in cash at the start of the tour. All payments must be made in the currency specified and according to the instructions provided by the Company.
  • Deposits: Generally, day tours require full payment at the time of booking or are paid in full on the day of the tour (as per the chosen payment method). If the Company, at its discretion, accepts a deposit to secure a day tour booking, the amount of the deposit and the deadline for paying the remaining balance will be communicated. Failure to pay the balance by the specified deadline may result in cancellation of the booking and forfeiture of the deposit. Unless otherwise stated, any deposit paid is non-refundable except in cases of tour cancellation by the Company (see Section 3).
  • Confirmation: Once your booking is confirmed and payment (or a deposit) is received, the Company will issue a booking confirmation and/or travel voucher via email. This confirmation will serve as proof of the agreement and will contain important details such as the tour date, start time and meeting point, included services, and contact information. It is the Client’s responsibility to review the confirmation and ensure all details are correct. If there are any discrepancies or if you do not receive a confirmation within a reasonable time after booking, you must contact the Company promptly.
  • Vouchers and Tickets: For day tours that require a ticket or voucher (for example, if an entry ticket to an attraction is included), the Company will either provide these in advance (electronically or physical pickup) or the tour guide will distribute them on site. Any voucher issued by the Company is personal to the named Client and is non-transferable unless agreed by the Company.
  • Late Bookings: For last-minute bookings (made within [24-48 hours] of the tour start, depending on the tour), the Company may require special arrangements. In such cases, immediate full payment by credit card is typically required, and confirmation is subject to availability of guides and resources. The Company will inform you if a late booking cannot be accommodated and issue a full refund in that event.
  1. Modifications & Cancellations

By the Client:

  • Cancellation by Client: If you wish to cancel your day tour booking, you must notify the Company as soon as possible in writing (e.g., via email) or through the booking system used. Cancellations will take effect on the date the Company receives your notification. The following standard cancellation policy applies (unless a different policy is stated for a specific tour or was agreed at booking):
    • Cancellations made more than 24 hours before the scheduled tour start time: You are entitled to a full refund of any tour fees paid, minus any non-recoverable costs incurred by the Company (if applicable). In most cases, for standard day tours, there are no such costs and you will receive a 100% refund.
    • Cancellations made before the tour start time: Full refund will be issued.
    • No-Show: If you do not arrive at the designated meeting point at the scheduled time (and have not notified the Company of a delay or cancellation), it will be treated as a cancellation without notice. No refund will be given for no-shows. It is your responsibility to ensure timely arrival; we recommend arriving a few minutes early.
  • Rescheduling by Client: If you need to change the date or time of your tour, the Company will attempt to accommodate your request, subject to availability and operational feasibility. Minor modifications (such as change of participant names or pickup location within Mostar, if applicable) are usually possible at no charge if requested at least 24 hours in advance. Changing the tour date or time with short notice may be treated as a cancellation and rebooking. In general, reschedule requests made more than 48 hours in advance can be done free of charge (any difference in tour price for a new date will need to be paid or will be refunded). Requests made within 48 hours of the tour start may incur a fee or be treated under the standard cancellation policy (meaning you might forfeit part of the payment if we cannot accommodate the change). All date/time changes must be agreed by the Company; otherwise the original schedule remains in effect.
  • Partial Attendance: If a Client joins a tour late or leaves early by their own choice, no refund or partial refund will be given for the unused portion of the tour. Similarly, if a Client chooses to skip certain included activities during the tour, they are not entitled to a refund for those portions. We urge Clients to partake in the full tour to get the complete experience.
  • Substitution of Participant: If you cannot attend the tour, in some cases you may substitute another person in your place without penalty. You must inform the Company ahead of time (providing the substitute’s name and contact details) and receive confirmation. Some tours (e.g., those with pre-issued tickets or permits) may not allow free substitution or may have fees. The substitute participant will be bound by these same Terms.

By the Company:

  • Cancellation by Company: The Company reserves the right to cancel a day tour due to extraordinary circumstances or events beyond the Company’s control. These include (but are not limited to) extreme weather conditions, natural disasters, political instability, public health emergencies, force majeure events, strikes or civil disturbances, sudden unavailability of key personnel (e.g., guide illness with no replacement), or insufficient number of participants (for group tours that require a minimum attendance). The Company makes every effort to avoid cancelling, and will notify you as soon as a cancellation is known. In the event the Company cancels the tour, you will be offered the choice of either:
    • full refund of all monies paid for the tour, or
    • an alternative tour or date as a replacement (subject to price adjustment if the alternative has a different cost). If you choose a replacement tour of lower value, you will receive a refund of the difference in price; if the replacement is of higher value, you may be asked to pay the difference.
      The Company will not be responsible for any additional compensation beyond the tour price (for example, we are not liable for other travel arrangements you made in connection with the tour, such as flights or hotels, which may be affected by the tour cancellation). We strongly recommend having travel insurance to cover such associated losses.
  • Changes to Itinerary or Schedule: The Company strives to conduct tours as scheduled and as per the advertised itinerary. However, operational adjustments may be necessary. The Company reserves the right to make minor changes to the tour plan or substitute facilities/vehicles when required for safety, logistical, or local conditions reasons. Examples include changing the order of sites visited, altering the route due to road closures or traffic, substituting one attraction for a similar one if the original is unexpectedly closed, or adjusting timing to avoid crowds. Such minor changes do not entitle the Client to a refund or discount as long as the overall tour experience is delivered comparably.
  • Significant Changes: If a change materially alters the nature of the tour (for instance, a change of date, a significant change in duration, or omission of a key highlight with no equivalent substitution), the Company will inform you as soon as possible and treat it similar to a cancellation. You will have the choice to accept the change, accept an offered alternative, or cancel for a full refund. In all cases, the Company’s liability for changes and cancellations is limited to the refund of the tour price paid.
  • Guide or Vehicle Replacement: The Company reserves the right to replace the assigned tour guide or the vehicle/transport originally planned for the tour with a comparable guide or vehicle if necessary (e.g., due to unexpected unavailability, maintenance issues, etc.). A change of guide or transport is not considered a significant change as long as the replacement is of similar standard. All our guides are qualified and all vehicles used are licensed and insured for tourist transport.
  • Client Cooperation: In the event of itinerary changes or delays during the tour (due to weather, traffic, emergencies, etc.), clients are expected to cooperate with the guide and follow instructions. Flexibility may be required for the tour to successfully adapt to conditions on the day. We will do our best to minimize inconvenience while prioritizing safety.
  • Reconfirmations: For certain tours, the Company may ask you to reconfirm your attendance a day before (especially if you booked far in advance). This is to double-check arrangements like pickup time or any last-minute updates. Failure to reconfirm when requested will not automatically cancel your tour, but it is a courtesy that helps ensure smooth operation. We will clearly inform you at booking if reconfirmation is needed and how to do it (typically by phone or email).
  1. Safety & Liability
  • Company’s Duty of Care: Fortuna Trade Tours prioritizes the safety and well-being of its clients. We plan and operate tours with due diligence, including regularly maintaining our vehicles, vetting our partner service providers (if any), training our staff and guides in safety protocols, and monitoring local conditions. Our guides are knowledgeable about the tour areas and will provide safety instructions relevant to the activities (for example, cautioning about uneven terrain, traffic awareness in cities, or weather-related advisories). We endeavor to conduct each tour in a safe manner.
  • Client Responsibilities for Safety: While the Company works to ensure a safe experience, Clients also bear responsibility for their own safety and actions. You are required to follow all safety instructions and guidelines given by the tour guide or other Company representatives. This includes, but is not limited to, staying with the group (unless explicit free time is given), adhering to timetables, using safety equipment provided (for example, helmets or life jackets if provided for certain activities), and respecting all warnings (such as signs at sites or advice to not venture into restricted areas). Failure to comply with safety instructions can result in you being removed from the tour (with no refund) if your behavior is deemed to endanger yourself or others.
  • Assumption of Risk: Many of our tours involve walking, driving, or other activities that have inherent risks. By joining the tour, you acknowledge that you understand these risks and are physically capable of participating. You assume personal responsibility for any loss, damage, or injury to you or your property that may occur during the tour, except where such loss or injury is directly caused by the negligence of the Company. It is recommended that you wear appropriate clothing and footwear for the tour and remain aware of your surroundings. If at any point you feel unwell or unsafe, you must immediately inform the guide.
  • Liability LimitationsFortuna Trade Tours’ liability for any damages, losses, or claims arising out of your participation in the tour is limited as follows:
  • Fortuna Trade Tours is not liable for any injury, illness, death, loss, damage, delay, inconvenience, or additional expense incurred during the tour, regardless of the cause or origin. This includes—but is not limited to—any incident or circumstance that may occur before, during, or after the tour.
  • Clients acknowledge and accept that their participation is entirely voluntary and at their own risk. The Company does not provide any guarantees or accept any responsibility for services, occurrences, or outcomes linked to the tour. Any assistance offered by our staff is done solely as a goodwill gesture and does not imply any liability or duty.
  • By booking a tour, clients waive any right to claim compensation or hold the Company responsible for any consequences, dissatisfaction, or incident experienced during their participation.
  • Insurance – Client’s Responsibility: The Company strongly recommends that all Clients obtain comprehensive travel insurance before their trip. Such insurance should ideally cover medical expenses, emergency evacuation, personal accident, death, loss or damage of personal property, and trip cancellation or curtailment. In particular, for adventure-oriented activities (hiking, etc.), ensure your insurance covers those specific activities. Travel insurance is the primary resource for a traveler in case of unexpected events, as the Company’s liability is limited. The Organizer (Company) advises each Client to have insurance for trip cancellation, medical treatment, personal injury, and personal liability to protect against unforeseen circumstances. You may be asked to provide proof of insurance for certain high-risk tours or activities.
  • Emergency Protocols: In the event of an emergency during the tour (such as an accident, sudden illness, natural disaster, or security threat), the tour guide will initiate appropriate emergency protocols. This may include administering basic first aid, contacting local emergency medical services, and/or evacuating the group to a safe location. Our guides are trained in basic first aid and carry a first-aid kit. You agree to follow the guide’s instructions during emergencies. The Company will make reasonable efforts to assist the affected client, including helping arrange medical care or contacting the client’s emergency contact if needed. However, any direct costs arising from an emergency (e.g., ambulance fees, hospital charges, medical treatment, extended accommodation) are the Client’s responsibility. We highly recommend that your travel insurance covers these potential costs.
  • Indemnification: The Client agrees to indemnify and hold harmless Fortuna Trade Tours (and its employees, agents, and affiliates) from any and all third-party claims, liability, damages, or costs resulting from the Client’s own negligence, violation of these Terms, or unlawful conduct during the tour. For example, if you cause damage to property or injury to another person on the tour, you may be responsible for compensating the affected party, and you agree that the Company is not liable for such actions.
  • Optional Activities by Third Parties: During some tours, there may be optional activities or visits (for example, a quick visit to a market or an independent activity during free time) that are not officially provided by the Company but are available to you. Participation in any such activity is purely optional and at your own risk. The Company makes no representations about the safety or quality of third-party optional activities and has no liability for incidents arising from them. The tour guide may provide information or assist in arranging these at your request, but this does not constitute an endorsement or assumption of liability by the Company.
  • Force Majeure: The Company will not be considered in breach of contract or liable for damages for failure to perform obligations when prevented by force majeure circumstances. Force majeure includes events that are beyond the Company’s reasonable control, such as war, riots, strikes, natural disasters (earthquakes, floods, extreme weather), outbreaks of disease or pandemics, government orders (travel bans, state of emergency), or other extraordinary conditions. If a force majeure event occurs, the Company will try to notify clients and may cancel or modify tours in accordance with Section 3. Any refunds or rescheduling in such scenarios will be handled as described in Section 3 (Company Cancellations), but additional compensation will not be provided.
  1. Health & Medical Conditions
  • Pre-Existing Medical Conditions: The Client is required to disclose any relevant pre-existing medical conditions or allergies that might affect their ability to safely participate in the tour or that the Company should be aware of in case of emergency (for example, asthma, diabetes, severe allergies, heart conditions, mobility limitations, or pregnancy). This information should be provided at the time of booking (if prompted) or communicated to the Company before the tour date. The Company will treat health information confidentially, using it only for preparation and emergency purposes. Failure to disclose important medical information may result in the Company being unable to provide appropriate assistance or adjustments, and in some cases, the Company may refuse participation if a condition poses a serious safety risk that cannot be mitigated.
  • Fitness to Participate: By booking, you confirm that you (and any others you book for) are physically and mentally fit to join the specific day tour. Many tours involve walking, standing for periods, or vehicle travel on winding roads. If you have concerns about whether a tour is suitable for you, please consult with the Company before booking. The Company may provide guidance on the tour’s difficulty level, but it is ultimately your responsibility to select a tour that matches your health and fitness level. If you have recently had surgery or are under medical treatment that could impair your participation, you should get clearance from a medical professional before joining.
  • Special Needs and Accommodations: Fortuna Trade Tours welcomes participants with special needs or disabilities whenever possible. If you have any condition requiring special assistance (e.g., wheelchair access, sign language interpretation, dietary requirements for included meals), please inform us at the time of booking. We will discuss the feasibility of the tour in light of your needs and do our best to accommodate reasonable requests. However, be aware that certain tours may involve terrain or locations that are not easily accessible (historic sites with stairs, etc.). The Company reserves the right to advise against or decline a booking for a tour that cannot reasonably accommodate a particular need for safety or operational reasons. If we must decline your booking for such reasons, any payment made will be fully refunded. If you require a personal assistant or caregiver, that person must also be a paying participant on the tour (unless otherwise agreed).
  • Illness or Injury During Tour: If you become ill or injured during the tour, please immediately inform the tour guide. The guide will provide assistance to the best of their ability, which may include basic first aid and helping you obtain medical care. Depending on the severity, the guide may call for medical professionals or evacuate you to the nearest clinic/hospital. If you cannot continue the tour due to illness or injury, the Company will, if feasible, help arrange for you to safely return to the starting point or to a medical facility. Any costs incurred for transport or medical treatment are the responsibility of the Client, so please keep receipts for any insurance claims. The Company will not be able to refund the portion of the tour missed due to your illness or injury (unless the entire group tour is significantly affected, in which case see Section 3 for cancellation by Company or significant changes). We highly recommend having travel insurance that covers trip interruption and medical expenses in such cases.
  • Contagious Diseases: For the health and safety of all participants and staff, you should not join the tour if you are experiencing contagious illness symptoms (for example, a high fever, severe cough, known communicable disease such as COVID-19, etc.) at the start of the tour. If you fall seriously ill just before the tour, please contact us to discuss options – we may advise you to cancel or reschedule (standard cancellation terms may apply, but we might waive penalties with a doctor’s note, at our discretion). The Company reserves the right to prevent a visibly sick client from joining the tour if we reasonably believe the illness poses a risk to others. In such a case, it will be treated as a cancellation at the client’s initiative. During a tour, if you show symptoms of a serious contagious illness, the guide may seek medical advice and, if necessary, require you to separate from the group for the safety of others. This could mean arranging for you to leave the tour (with assistance as appropriate). Such decisions would be taken with medical guidance and in consideration of all guests – while we will be compassionate, we must prioritize group safety.
  • Medical Emergencies and Liability: The Company’s employees and guides are not medical professionals (unless explicitly stated). They can assist in emergencies but cannot provide any warranty or assurance of health outcomes. The Company is not liable for any aggravation of health conditions during the tour that were not caused by the Company’s negligence. For example, if a pre-existing condition flares up or if you suffer a medical incident (like a heart attack or allergic reaction) that is not due to any action of the Company, we will assist in getting help but are not at fault for the incident. By agreeing to these Terms, you also authorize the Company and its staff to procure emergency medical treatment for you if you are unable to consent at the time and emergency care is deemed necessary for your well-being, with the understanding that you (or your insurance) will be responsible for the cost of such treatment.
  • First Aid and Medications: Guides typically carry a basic first-aid kit for minor injuries (cuts, scrapes, etc.). You should bring any personal medication you may need (e.g., inhalers, insulin, allergy epinephrine pens) and inform the guide of the location of this medication in case of emergency. The Company’s staff will not administer any medication to you (except possibly assist you in taking your own, or providing basic over-the-counter remedies like a plaster or water). It is your responsibility to manage your medications and dosage. If you have a life-threatening allergy (e.g., to bee stings or certain foods), please ensure you carry your required medication and inform us in advance.
  • Pregnancy: Pregnant travelers are welcome on many of our tours, but some tours may involve activities or conditions that are not recommended at certain stages of pregnancy (such as rough terrain or prolonged standing). If you are pregnant or become pregnant before your tour, please consult with your doctor about the tour’s suitability and inform us. We may advise against certain tours or require a written doctor’s approval for participation, depending on the tour difficulty and your stage of pregnancy. Ultimately, participation is at the pregnant Client’s own risk, and the Company assumes no liability for any pregnancy-related complications that occur during the tour absent negligence on our part.
  1. Death Cases During a Tour

In the unfortunate event of a fatality during a tour, the Company will:

  • Promptly contact emergency services and local authorities.
  • Inform the client’s emergency contact or next of kin using the available contact details.
  • Ensure the safety and well-being of other participants and support them in returning to a safe location.

The Company is not liable for any aspect of the incident, including but not limited to, its cause, response outcomes, or emotional impact. The Company will not provide compensation, legal assistance, or cover any repatriation, medical, legal, or related costs. All such responsibilities lie with the client’s family, their insurance provider, or their consular support.

Participation in the tour signifies full acceptance that all activities are undertaken at the client’s own risk, and the Company bears no responsibility for the consequences of such events.

  1. Client Behavior & Conduct
  • Standards of Conduct: By joining a Fortuna Trade Tours day tour, you agree to behave respectfully and lawfully throughout the experience. This means you must respect your fellow travelers, your guide, and all locals or third parties you encounter. The following rules of conduct apply:
    • Obey Local Laws: You must follow all laws of Bosnia and Herzegovina during the tour. Any form of illegal activity (such as drug use, purchasing or using illegal substances, vandalism, theft, or involvement in prostitution) is strictly prohibited. If you engage in illegal conduct, you will be solely responsible for the consequences with law enforcement and may be immediately removed from the tour without refund. The Company will not assist in legal defense for individuals caught in unlawful acts.
    • Follow Guide Instructions: Our guides’ instructions are for your safety and the group’s benefit. You are required to follow their directions regarding timing (for example, meeting back at the bus at a certain time), safety measures (wearing seat belts in vehicles, staying on marked paths, etc.), and cultural respect (such as dress codes in religious sites or not photographing certain areas). Failure to heed instructions that results in disruption or danger may result in your removal from the tour.
    • Punctuality: Please be on time for the start of the tour and at any meeting points during the tour. The guide will give reasonable time for activities and breaks, but it’s your responsibility to return to the group at the agreed time. The tour may leave without latecomers to avoid negatively impacting other guests’ experience. We are not liable for any portion of the tour you miss due to lateness, and no refunds will be given for missed portions. In group tours, the guide will typically wait a short grace period, but persistent lateness is grounds for being left behind (in which case it becomes a no-show situation).
    • Alcohol and Drugs: While on the tour, consumption of alcohol is only permitted in moderation and if it does not impair your ability to follow instructions or endangers yourself/others. If the tour includes a wine/beer tasting or similar, you must be of legal drinking age (18 in Bosnia) to participate, and even then, moderation is expected. The use of any illegal drugs during the tour is strictly forbidden. Showing up to a tour intoxicated or under the influence of drugs such that you pose a safety risk or disruption will result in the guide refusing your participation. In such cases, you will not receive a refund. The guide has the right to make judgment calls on a client’s fitness to continue if safety is at stake.
    • Respect for Culture and Environment: Bosnia and Herzegovina has a rich cultural heritage and beautiful environment. We expect clients to be respectful at religious or historical sites (e.g., behave calmly in churches, mosques, or cemeteries), to not litter or damage natural sites, and generally to leave places as you found them. Removing artifacts, defacing monuments, or harassing wildlife is not only disrespectful but may be illegal. The Company supports sustainable and responsible tourism; any client purposely causing harm to the environment or cultural heritage will be removed from the tour and may be reported to authorities.
    • Harassment and Discrimination: Fortuna Trade Tours maintains a zero-tolerance policy for any form of harassment, discrimination, or abusive behavior. This includes verbal or physical harassment of other tour participants, guides, or anyone encountered along the way. Discriminatory remarks or actions related to race, ethnicity, religion, gender, sexual orientation, or any personal characteristic are not acceptable. We aim to create a welcoming atmosphere for all. If you feel another participant is behaving inappropriately, please inform your guide discreetly. Conversely, if a client is found to be harassing others, the guide will take appropriate action which may include warnings or immediate removal from the tour.
    • No Weapons or Dangerous Items: Clients are not allowed to carry weapons (firearms, knives beyond a pocket knife for personal utility, etc.) or other dangerous materials on our tours. The only exception is a lawful self-defense item like a small pepper spray, but even that should be disclosed to the guide. If you are found with a weapon and do not have a legal permit (if applicable) or a valid reason, you may be asked to leave it behind or leave the tour. Safety of the group is paramount.
    • Dress Code: There isn’t a strict dress code for most tours, but we advise dressing comfortably and appropriately for the activities. Some specific sites (like churches or mosques) might request modest attire (e.g., covered shoulders or legs). Your guide will advise you beforehand if such requirements exist. As a courtesy in a group setting, attire should also be generally inoffensive to others.
    • Mobile Phones and Noise: During guided commentary or quiet site visits (like memorials), we request that mobile phones be silenced and that you refrain from loud conversations that could disturb others. You’re welcome to take photos, but please do not interrupt the guide or others for the sake of a perfect shot. Drones are not allowed on tours unless you have prior permission and it’s legal at the location.
  • Consequences of Misconduct: If a Client’s behavior is deemed seriously inappropriate, dangerous, or disruptive, the tour guide has the authority to issue a warning or immediately remove that client from the tour. In cases of removal, the Company will not provide any refund for the tour (the client is considered to have forfeited their participation by breaching the Terms). Additionally, the client may be responsible for any damage or loss caused by their behavior. The Company also reserves the right to refuse future bookings from clients who have been removed for misconduct or have otherwise proven to be troublesome. In extreme cases, the Company will involve law enforcement (for example, in cases of assault, theft, or endangerment).
  • Client Liability for Damage: You are responsible for any damage you intentionally or negligently cause during the tour. This includes damage to the tour vehicle, equipment provided, or third-party property (such as a venue or attraction visited). The Company will facilitate communication if you need to compensate a third party for damages, but if the Company is charged for any damage on your behalf, you agree to reimburse those costs, including any legal fees incurred.
  • Group Harmony: For group tours, the Company or guide may, at their discretion, make decisions to ensure the collective enjoyment of the group. This might include slightly altering plans to avoid crowds or handling any group disagreements that arise. Clients are expected to be tolerant and cooperative in a group travel setting. We ask that you communicate any concerns to the guide privately so they can be addressed. Creating a hostile or uncomfortable environment for others deliberately is grounds for removal as noted above.
  • Personal Conduct in Vehicles: If the tour involves travel by car, van, or bus, please remain seated (with seatbelts fastened where available) during motion, unless using facilities if available on a larger bus. Follow any specific rules given by the driver or guide (like not eating inside vehicles if prohibited, or handling windows/doors safely). Keep noise at a reasonable level so as not to distract the driver. Repeated failure to adhere to vehicle safety rules will be treated as a safety violation.
  • Smoking: Smoking (including e-cigarettes or vaping) is not permitted in tour vehicles or indoor venues except in designated smoking areas. If you need to smoke, please do so only during breaks and in appropriate areas as indicated by the guide. Always dispose of cigarette butts properly to avoid litter or fire risk.
  • Tips and Gratuities: Tipping is not mandatory in Bosnia but is appreciated for good service. If you wish to tip guides or drivers, you may do so directly and at your discretion. However, whether or not you tip will not affect the treatment you receive. Any aggressive solicitation of tips by our staff should be reported, as it is against our policy – tipping should be voluntary. (This is more a note on our conduct than yours, but included for transparency.)
  1. Complaints & Dispute Resolution
  • During the Tour: If you have a complaint or encounter a problem during the tour, please promptly inform your tour guide or another Company representative at the earliest opportunity. Many issues can be addressed immediately on the spot – for example, if something is not as described or if you are dissatisfied with any aspect of the service, we welcome the chance to make it right. Our guides are trained to handle feedback and will do their best to resolve reasonable concerns (such as issues with transportation, minor itinerary adjustments, or interpersonal conflicts in the group). Do not hesitate to speak up during the tour; we value your experience and would prefer to fix issues in real time rather than learning about them after the fact.
  • After the Tour – Filing a Complaint: If a issue was not resolved during the tour or you wish to lodge a formal complaint after the tour’s conclusion, you must submit your complaint in writing to Fortuna Trade Tours as soon as possible. For efficiency and proper investigation, we request that you send any formal complaint within 14 days of the tour date. Complaints can be emailed to [headoffice@fortuna.ba] or sent via postal mail to our office address (Fortuna Trade Tours, Rade Bitange 34, 88 000 Mostar, BiH). Please include your name, tour name/date, booking reference, and a detailed description of your grievance, including any relevant supporting information (photos, receipts, witness statements from other group members, etc.). The more information you provide, the easier it will be for us to investigate and respond.
  • Resolution Process: Upon receiving a written complaint, the Company will acknowledge receipt (usually within 2-3 business days) and begin an internal review. This may involve speaking with the guide, driver, or other staff involved, reviewing any available photographs or records, and assessing the circumstances against our service standards and Terms. We aim to provide a written response with our findings and proposed resolution within 14-30 days, depending on the complexity of the matter. In our response, we will address the points you raised and, if appropriate, offer one or more of the following: an apology, an explanation of what went wrong, what corrective measures are being taken, and/or compensation (such as a partial refund, credit for a future tour, or other remedy if we deem a compensation is justified). Not every complaint will warrant financial compensation, especially if the issue was minor or beyond our control, but we will evaluate it fairly.
  • Unresolved Disputes: We genuinely strive to resolve all complaints amicably and to the client’s satisfaction. However, if you are not satisfied with our final response, or if a significant dispute arises that we cannot settle through mutual discussion, the following will apply:
    • Mediation/Arbitration: If both parties agree, we can seek to resolve the dispute through mediation or arbitration in Bosnia and Herzegovina. Mediation involves a neutral third party helping to facilitate a resolution, while arbitration involves a neutral third party who listens to both sides and makes a binding decision. These methods can be faster and less formal than court litigation. The cost of any agreed mediation or arbitration would typically be shared equally by the Client and the Company, unless otherwise agreed as part of the resolution.
    • Legal Action: Should it become necessary, either party may pursue legal action. Section 10 (Governing Law & Jurisdiction) of these Terms will apply in determining the appropriate jurisdiction and governing law for any lawsuit. We encourage attempting an amicable solution before resorting to court, as legal proceedings can be time-consuming and costly for everyone involved.
  • Chargebacks and Payment Disputes: If your booking was made by credit card and you initiate a chargeback dispute with your card issuer without first attempting to resolve the issue with us directly, the Company reserves the right to challenge the chargeback with documentation including these Terms and the evidence of services provided. We treat unwarranted chargebacks as a serious matter of fraud. Of course, if there was a genuine billing error or failure of service on our part, we will rectify it directly with you which is typically faster than going through the card issuer. We simply ask for communication.
  • Feedback: Separate from formal complaints, we welcome general feedback and suggestions. After your tour, you may receive a survey or request for a review. While this is optional, your honest input helps us improve. Such feedback is not treated as a formal complaint unless you specifically request action or express dissatisfaction that needs resolution.
  • Continuous Improvement: The Company monitors complaints and their outcomes as part of our commitment to quality. We may update our policies, retrain staff, or take other internal actions in response to valid complaints to prevent future occurrences. Rest assured that raising a complaint in good faith will not cause you any prejudice in terms of how we treat you as a customer now or in the future. We appreciate the opportunity to learn and do better.
  • Consumer Protection: Fortuna Trade Tours is a registered travel agency under the laws of Bosnia and Herzegovina. In the unlikely event that we cannot resolve a serious matter, you may have recourse to Bosnia and Herzegovina’s consumer protection agencies or tourism authorities. These bodies can sometimes mediate or advise on disputes between consumers and tour operators. Information on how to contact them can be provided upon request. However, we trust that our direct resolution process will suffice in almost all cases.
  1. Privacy & Data Protection
  • Data Collection: In order to operate our tours and provide services, the Company collects certain personal data from clients. This includes information provided during booking (such as full names, contact phone numbers, email addresses, and payment information) and any additional details you disclose (such as medical needs, dietary restrictions, or passport numbers if required for a border crossing tour). If you book through our website, our system may also collect technical information like your IP address or device type as part of standard web operations (see our Privacy Policy for details on cookies, etc.). All personal data is collected lawfully and by your consent (implied by providing the data for booking purposes).
  • Use of Personal Data: The personal information you provide is used solely for legitimate business purposes, namely: to process and manage your tour booking, to communicate with you about your tour (confirmation, reminders, any changes, post-tour follow-up), to provide the tour services (for example, giving your name to a guide or driver, or booking tickets in your name for a museum if needed), and for record-keeping/accounting. If you provided health or special needs information, it is used to prepare the tour accordingly or to inform guides so they can accommodate you. We do not use your personal data for any purpose incompatible with these purposes without asking your consent.
  • Data Sharing with Third Parties: Fortuna Trade Tours does not sell or rent your personal data to third parties. We may share relevant data with third-party service providers strictly on a need-to-know basis to fulfill the tour (for instance, if your tour includes a service from a partner company like a rafting operator or a restaurant for lunch, we might share your name and any pertinent detail like dietary needs with them). Such partners are themselves expected to handle your data in accordance with privacy best practices and only use it for the intended service. Additionally, we use third-party payment processors for credit card payments – these processors handle your payment details securely and are PCI-DSS compliant (the Company itself does not store full credit card numbers). If required by law, we might also share information with government authorities (for example, for security or immigration if a tour crosses a border, or if law enforcement provides a lawful order or subpoena).
  • Data Security: The Company takes reasonable technical and organizational measures to protect your personal data against unauthorized access, loss, or misuse. This includes using secure, encrypted connections for online transactions, restricting access to booking records to authorized staff, and maintaining updated security software. Physical records (if any) are kept secure in our offices. While we strive to protect your data, no system can be 100% secure, so we also encourage you to use caution (for example, do not send sensitive information like credit card numbers via email; use our secure payment portal). In the unlikely event of a data breach that affects your personal information, we will notify you in accordance with applicable laws.
  • Data Retention: We retain personal data for as long as necessary for the purposes of the tour and as required by law or legitimate business needs. For example, we may keep basic booking records for a number of years to comply with tax and accounting regulations, or to refer to in case of customer service issues. However, we will not keep data longer than needed. When personal data is no longer required, we will dispose of it securely (e.g., by deletion of digital records and shredding of any physical documents).
  • Client Rights: As a data subject, you have rights regarding your personal data. These may include:
    • The right to access the personal data we hold about you (you can request a copy).
    • The right to rectify any incorrect or outdated personal information (you can ask us to correct or update your data).
    • The right to erasure (also known as the right to be forgotten), which allows you to request deletion of your personal data, provided it’s no longer needed for the purpose it was collected and we have no legal obligation to retain it.
    • The right to object or restrict processing, in certain circumstances. For example, if you object to receiving promotional emails, you can opt-out at any time (we typically only send marketing communications if you opted in, but you can change your mind later).
    • The right to data portability for information you provided to us, meaning you can request we send it in a structured format to you or another service provider if feasible.

To exercise any of these rights, you can contact us at [headoffice@fortuna.ba]. We may need to verify your identity before fulfilling certain requests to ensure we don’t disclose or modify data improperly. We will respond to your requests within a reasonable timeframe and in accordance with applicable law (under GDPR, usually within 30 days).

  • Marketing Communications: Fortuna Trade Tours may send you informational or promotional communications (such as a newsletter or special offers) if you have subscribed to such updates or if you made a booking (as an existing customer, we might inform you of similar tours or discounts in the future). If at any time you prefer not to receive marketing emails, you can unsubscribe via the link in the email or by contacting us. Transactional communications relevant to your booking (confirmation, reminders, responses to inquiries, etc.) will be sent as needed and are not subject to opt-out as they are essential to our service. We do not engage in telemarketing.
  • Use of Photos/Videos: During some tours, our guides or photographers may take photos or videos that include participants, as part of capturing the experience. We may occasionally use such media for promotional purposes (e.g., on our website or social media). If you do not consent to being photographed or filmed, or to us potentially using your image, please inform your guide and we will respect your preference (and we suggest you step out of group shots if you don’t want to be included). If a photo of you is posted online by us and you want it removed, contact us and we will remove it promptly. We fully respect privacy in this regard – your participation in a tour is not conditional on allowing us to use your image. We will never sell images of you to third parties, and we won’t use names or personal details in captions without explicit consent.
  • Cookie Policy: If you are using our website to book, note that our site uses cookies and similar technologies to enhance user experience (e.g., to maintain your booking cart, or to analyze site traffic). These are detailed in our Cookie Policy available on our website. By using our site, you consent to our use of cookies as described in that policy. You can usually control cookies via your browser settings.
  • International Data Transfer: The Company is based in Bosnia and Herzegovina. If you are providing data from outside BiH, be aware that your information will be stored on servers in BiH or possibly in the European Union (if we use certain cloud services) and will be processed according to Bosnian law and, where applicable, the EU General Data Protection Regulation (GDPR) principles, as Bosnia and Herzegovina strives to align with European data protection standards. By booking with us, you consent to this transfer and processing of your personal data. We ensure that any international transfer of data (for instance, if we use an email service or booking management software hosted in another country) is done with adequate safeguards in place.
  • Privacy Policy: These Terms include a summary of our privacy and data protection practices as they relate to your booking. For more detailed information, please refer to our Privacy Policy document available on our website. In the event of any inconsistency between this summary and the full Privacy Policy, the Privacy Policy will govern. By agreeing to these Terms, you also acknowledge that you have (or have had the opportunity to) review the Privacy Policy.
  • Contact for Privacy Matters: If you have any questions, concerns, or requests regarding privacy or how we handle your personal data, please contact our Data Protection Officer or Privacy Manager at [headoffice@fortuna.ba] with the subject line “Privacy Inquiry”. We take privacy inquiries seriously and will work to address your concerns in a timely and transparent manner. If you feel we have not adequately respected your data rights, you also have the right to lodge a complaint with a supervisory authority (in Bosnia and Herzegovina, that would be the Personal Data Protection Agency of BiH).
  1. Governing Law & Jurisdiction
  • Governing Law: This agreement and any disputes or claims arising out of or in connection with it (including non-contractual disputes or claims) shall be governed by and construed in accordance with the laws of Bosnia and Herzegovina. For clarity, as Fortuna Trade Tours is a company registered in the Federation of Bosnia and Herzegovina, the applicable law will include the laws and regulations of the Federation of Bosnia and Herzegovina, as well as any relevant federal (state-level) laws of BiH. We aim to comply with all applicable tourism and consumer protection laws in force in Bosnia and Herzegovina.
  • Jurisdiction: In the event that any dispute arising from these Terms or from a tour cannot be resolved amicably or through alternative dispute resolution methods (as outlined in Section 8), such dispute shall be subject to the exclusive jurisdiction of the courts of Bosnia and Herzegovina. Unless otherwise required by law, the competent court located in Mostar (the city of our company’s registration) will be the primary venue for adjudication. Both the Company and the Client agree to submit to the personal jurisdiction of such courts for the purpose of litigating any such dispute.
  • Legal Proceedings: All proceedings shall be conducted in the local jurisdiction’s language (Bosnian/Croatian/Serbian), but the Company can arrange for English translation of proceedings for foreign clients as needed. Each party will bear its own legal costs, unless a court awards costs to the prevailing party. This governing law clause does not limit any consumer rights under the law that would apply in the absence of this clause; it primarily ensures that disputes are heard in the Company’s home forum under local law.
  • No Other Jurisdiction: By agreeing to these Terms, you waive any objection to the venue of any legal process in Bosnia and Herzegovina on grounds of inconvenient forum or any similar doctrine. We do not intend to submit to jurisdiction in any other country’s courts for disputes related to these day tours (and, by booking, you are generally presumed to have some connection to Bosnia for the tour). If you are booking from abroad, please be aware that any legal recourse would still be in Bosnia and Herzegovina.
  • Cross-Border Legal Considerations: If a tour involves crossing into a neighboring country (for example, a day trip that briefly visits Croatia or Serbia), it is understood that the portion of the tour in that country will be subject to the local laws of that location with regard to your conduct (as stated in Section 7, you must obey local laws). However, this section (Governing Law & Jurisdiction) still applies to the interpretation of your contract with the Company. For instance, if an incident occurs in Croatia during a tour, any legal claim against the Company would still be governed by Bosnian law and jurisdiction, whereas any criminal act you commit would be under Croatian jurisdiction for criminal law.
  • Limitation Period: Any claim against the Company arising from a day tour or these Terms (except for personal injury or death, which may have special rules) must be brought within one year from the date of the tour. This is a shorter period than might otherwise apply under general law, and is intended to ensure timely filing of any disputes while evidence and recollections are fresh. After one year, the Company will assert that claims are time-barred. (This does not apply to claims by the Company against a client for unpaid fees or damages, where standard statutory limitation periods would apply.)
  • Acknowledgment: You acknowledge that you have read and understood these Terms including the governing law and jurisdiction clauses. This section may have significant legal consequences for you, and if you do not understand it or its implications, you should seek independent legal advice before booking. By proceeding with a booking, you are indicating your acceptance of Bosnia and Herzegovina law as the law governing your relationship with Fortuna Trade Tours and Bosnia and Herzegovina courts as the forum for resolving disputes.

By booking a day tour with Fortuna Trade Tours, you confirm that you have read, understood, and agreed to all the above Terms and Conditions. These Terms are designed to ensure a clear understanding of the mutual rights and responsibilities of the Client and the Company, thereby helping to provide a safe, enjoyable, and fair travel experience for everyone. Thank you for choosing Fortuna Trade Tours, and we look forward to providing you with an unforgettable tour of our beautiful country. Safe travels!

Fortuna Trade Tours – Multi-day Tours Terms and Conditions

These Terms and Conditions (“Terms”) govern the relationship between Fortuna Trade Tours (hereafter “the Company,” “we,” or “us”) and the customer or tour participant (hereafter “the Client” or “you”). By booking and participating in any day tour or multi-day tour with Fortuna Trade Tours in Bosnia and Herzegovina or other Balkan countries (including Croatia, Serbia, Montenegro, Albania, North Macedonia, Slovenia, etc.), you acknowledge that you have read, understood, and agree to be bound by these Terms and Conditions, which constitute the entire agreement between you and the Company​. These Terms apply to all services provided by the Company and are intended to protect both your rights and our rights in a clear and fair manner.

  1. General Terms

1.1 Scope of Services

Fortuna Trade Tours is a licensed tour operator based in Bosnia and Herzegovina, offering guided day tours, multi-day tours, excursions, and travel packages within Bosnia and across the Balkans. Our services may include tour guiding, transportation (primarily using our own vehicles), accommodation booking, and other travel-related arrangements as specified in your itinerary. We act as the organizer of these tours and coordinate all components independently or, where necessary, with trusted partners. While we strive for high-quality service, the Company assumes no liability for the actions, delays, or outcomes of any element of the tour experience. Participation is entirely at the client’s own risk, and all services are provided without any form of guarantee or acceptance of responsibility for any occurrence or dissatisfaction. By booking a day tour with Fortuna Trade Tours (“the Company”), you agree to these Terms and Conditions. These Terms govern the services provided and define the rights and responsibilities of both parties.

1.2 Contractual Agreement: A booking is confirmed and a contract exists between you and the Company once we receive your booking request and required deposit/payment, and we issue a confirmation invoice or email. This contract is governed by the Terms herein. The person making the booking (lead traveler) must be at least 18 years old and has the authority to enter into this agreement on behalf of all participants in the booking. The lead traveler is responsible for ensuring that all other participants are aware of and accept these Terms. Participation in the tour or the commencement of travel is deemed as acceptance of these Terms by all participants​.

1.3 Customer Responsibilities: By booking with us, you agree to:

  • Provide Accurate Information: Provide true, current and complete personal information during booking (including full names as on passports, dates of birth, nationality, contact information, etc.) and promptly supply any documents or details needed to finalize travel arrangements. You are responsible for reviewing your booking details and documents upon receipt and notifying us of any errors or discrepancies immediately​.
  • Fitness to Travel: Ensure that you, and anyone in your party, are medically and physically fit for the itinerary and activities of your tour. You must inform the Company of any pre-existing medical conditions, disabilities, or other health factors that may affect your ability to participate or that may require special accommodations. By joining the tour, you confirm that you are in adequate health and able to safely partake in the tour’s activities​. The Company reserves the right to decline or remove a participant who cannot safely complete the tour or whose condition could pose a risk to themselves or others.
  • Travel Documents: Obtain and carry all necessary travel documents, permits, and identification. This includes a valid passport (with at least 6 months validity beyond the tour end date) and any required visas or entry permits for each country visited​. You are responsible for meeting all health requirements (such as required vaccinations or COVID-19 tests/certificates) and carrying related documentation as required by destinations or transit countries​. Failure to have proper documentation may result in denial of entry, and in such cases you are solely responsible for all related losses, expenses, or fines​.
  • Compliance and Conduct: Adhere to all rules stated by the Company, obey local laws and regulations of countries visited, and comply with the instructions of tour leaders, guides, and local operators at all times for the safety and benefit of the group (see Section 8 on Behavior & Conduct). This includes respecting meeting times, wearing seat belts in vehicles where provided, and following safety guidelines for all activities​.
  • Financial Responsibilities: Pay all amounts due as per the Booking & Payment terms (Section 2). Also, assume responsibility for any costs and losses incurred due to your failure to comply with these Terms (for example, costs due to lack of proper documents, damage you cause at facilities, fines due to your conduct, etc.).

1.4 Age & Eligibility: Travelers under 18 years of age (“minors”) must be accompanied by a parent or legal guardian who accepts full responsibility for the minor during the tour​. The Company may refuse bookings for minors on certain tours not deemed suitable for children. The accompanying adult is accountable for the behavior, wellbeing, and supervision of the minor and will be asked to sign a release on the minor’s behalf. Some tours may have minimum age requirements or other participant criteria which will be communicated at booking. We reserve the right to refuse unaccompanied minors and any participant who does not meet the specific requirements of a tour.

1.5 Included and Excluded Services: Our tour descriptions will outline what is included in the price (e.g. transportation, guiding, meals, accommodations, entrance fees, etc.). Any item not specifically listed as included is at your own expense. Exclusions typically include, but are not limited to: international airfare to the tour start location, visas and border fees, travel insurance, personal expenses (laundry, phone calls, room service, etc.), meals not mentioned, and gratuities. You acknowledge that any travel add-ons or services you arrange independently (flights, pre/post-tour hotels, etc.) are outside this contract; we recommend not making non-refundable travel arrangements until your tour is confirmed.

1.6 Special Requests: If you have special requests (e.g. dietary requirements, room preferences, etc.), please inform us at the time of booking. We will attempt to accommodate reasonable requests, but cannot guarantee that all will be met. Special requests do not form part of our contractual obligations and the Company is not liable for any failure to fulfill them. We advise clients with unique needs (dietary, medical, or otherwise) to communicate with us in advance to assess feasibility.

1.7 Acceptance of Risk: You understand that travel, especially in adventurous or remote areas, involves inherent risks such as illness, accidents, political instability, wildlife encounters, and forces of nature. By booking a tour with us, you voluntarily accept these risks and agree that you will not hold the Company responsible for any harm or losses arising from such inherent risks​. It is your duty to exercise reasonable caution for your own safety and to abide by any safety instructions given by the Company or its representatives.

  1. Booking & Payment

2.1 Pricing and Quotes: All tour prices are provided in the official quote or published on our website for standard tours. Prices are typically stated in EURO (EUR) or Convertible Mark (BAM) or other specified currency, and include taxes (such as VAT) where applicable. Prices are based on costs, exchange rates, and conditions as of the time of quote and are subject to change due to significant fluctuations in external factors (e.g. currency exchange rates, fuel costs, government taxes) until full payment is received​. Once you have paid in full, your price is locked in and will not be subject to surcharges except as compelled by law. In the rare case that a price increase is necessary after your booking is confirmed (for instance, due to new taxes or significant currency depreciation), we will notify you as soon as possible. If the increase exceeds 10% of the original price, you have the right to cancel and receive a full refund of all money paid, provided you notify us in writing within 5 days of the surcharge notice​. Discounts or reduced pricing that become available after booking will not apply retroactively to your booking.

2.2 Deposit Requirement: To secure your booking, a deposit is required at the time of booking. The standard deposit amount is 20% of the total tour. Deposits are non-refundable unless stated otherwise (see Section 3 on Cancellation)​. For certain tours, a higher deposit or full payment may be required upfront due to the inclusion of permits, flights, or other high-cost items; this will be communicated if applicable. Payment of a deposit signifies your commitment and the formation of a contract, subject to these Terms.

2.3 Payment of Balance: The remaining balance of the tour price (total price minus any deposit paid) must be paid by the deadline specified in your booking confirmation. For multi-day tours, final payment is typically due no later than 30 days before the tour start date (some packages may require 60 days). For day tours or short excursions, full payment may be due at the time of booking or on the day of the tour as specified. If your booking is made within the final payment window (e.g. less than 30 days before departure), the full tour price is payable at the time of booking. Failure to pay the balance by the due date gives the Company the right to cancel your booking and treat it as a cancellation by you, in which case the cancellation fees described in Section 3.2 will apply​. We will make reasonable efforts to remind you of upcoming payment deadlines via the contact information provided.

2.4 Payment Methods: We accept various payment methods for your convenience, including major credit/debit cards, bank transfers, and cash payments (cash by arrangement, typically for local bookings or balance payments on arrival if agreed). Online card payments will be processed through secure payment gateways. Bank transfer charges or foreign currency exchange fees are the responsibility of the client. All payments must be made in the currency specified by the Company (if payments are made in a different currency, conversion will be done at the prevailing exchange rate and you are responsible for any minor differences due to exchange fluctuations or bank fees).

2.5 Booking Confirmation: Upon receipt of your deposit or full payment (as required) and the acceptance of your booking by the Company, we will issue a Booking Confirmation via email (or other writing) detailing your itinerary, inclusions, amounts paid, and any balance due. Please review this confirmation carefully and contact us immediately if any information is incorrect or incomplete​. This confirmation serves as proof of your tour booking and, along with these Terms and any itinerary details, constitutes the formal agreement.

2.6 Changes in Participant or Booking Details: If you wish to make changes to your booking (such as adding/removing participants, changing dates, or altering the itinerary) after confirmation, you must request this in writing. We will attempt to accommodate changes subject to availability and feasibility. Name changes or adding a participant might be treated as a cancellation of one person and a new booking for another, depending on third-party supplier policies (e.g. flight or hotel bookings). Date changes or tour changes requested well in advance may be handled without fee, but if last-minute changes are requested, change fees or price differences may apply. A change of tour dates or itinerary is essentially a cancellation of the original booking and a new booking, so cancellation fees (Section 3.2) may apply if within the penalty period, unless we explicitly waive or reduce them. Transfer of booking: You may transfer your booking to another person who meets all requirements for the tour, only with our prior consent and typically at least 7 days before departure. Both you and the transferee will be jointly liable for any remaining payments and any transfer fees incurred. No transfer will be accepted within 7 days of departure.

2.7 Group Size and Minimum Numbers: Some tours are subject to a minimum number of participants for operational viability (the minimum number, if applicable, will be stated in the tour description or informed at booking). If the minimum group size is not reached by a certain date, we reserve the right to cancel or reschedule the tour (per Section 3.3). We may, at our discretion, run a tour with fewer participants than the minimum, but this may involve a minor group-size supplement or modified arrangements with your agreement. The maximum group size for each tour is limited for comfort and logistical reasons; once the maximum is reached, additional bookings will be on waitlist or alternative dates.

2.8 Late Bookings: We welcome late bookings if space is available, but please note that if you book on short notice (e.g. within a week of departure for multi-day tours), certain services might be subject to availability and alternatives might be used. Full payment will be required immediately for late bookings, and you should be aware that last-minute bookings might not have the same choice of accommodations or options as earlier bookings (we will inform you of any differences).

2.9 Special Promotions & Discounts: Any special offers, coupons, or discounts must be applied at the time of booking. Only one promotion can be used per booking unless stated otherwise. Promotions have no cash value and are subject to their specific terms. If you cancel and rebook, you may not be able to reapply a promotion that has expired. Price matching of competitors or retrospective discounts are not offered unless explicitly advertised.

  1. Cancellation & Refund Policy

3.1 Cancellation by the Client: If you wish to cancel your tour booking, you must notify the Company in writing (email is acceptable for notice; the date of the email or letter receipt by us will be the effective cancellation date)​. Cancellation fees will apply as detailed below, depending on how far in advance of the tour start date the notice of cancellation is received. This policy is necessary to cover non-recoverable costs we incur in preparation for your tour.

  • Day Tours (single-day excursions): For day tours, cancellations made 24 hours or more before the tour start time are eligible for a full refund of the tour price (minus any non-recoverable fees such as permit or ticket costs, if explicitly noted). Cancellations made less than 24 hours before the start, or failure to show up (no-show), are not refundable. (Different cancellation terms may apply for certain day tours with high upfront costs or third-party tickets; these will be communicated at booking if applicable.)
  • Multi-Day Tours and Packages: For multi-day tours (overnight tours, packages, multi-country trips, etc.), the following charges apply for cancellations:
    • Cancellation 60 days or more before the scheduled start date: Loss of deposit. We will refund any amount you paid above the deposit, or, at your option, we can hold your full payment as a credit for future travel with us (see Section 3.1.1 below on Travel Credit)​.
    • Cancellation 59 to 30 days before start: 50% of the total tour price is forfeited (we will refund the remaining 50% of the tour price).​
    • Cancellation 29 to 15 days before start: 75% of the tour price is forfeited (25% of the tour price will be refunded).
    • Cancellation 14 days or less before start (including any time after tour commencement): 100% of the tour price is forfeited (no refund).​

Note: If the percentage forfeiture is less than the deposit amount, the deposit will be taken as the minimum cancellation fee. The effective refund (if any) will be processed back to the original payment method within 14-30 days of the cancellation notice (the timeframe may depend on bank processing). If you have not yet paid the full balance at the time of cancellation, you will be liable to pay any remaining amount of the cancellation fee up to the percentages above.

3.1.1 Flexible Rebooking & Travel Credit: As a gesture of goodwill and in line with best practices for flexibility​, for cancellations made well in advance (generally 60+ days for multi-day tours) or for reasons beyond your control, the Company may offer alternatives to a straight cancellation refund. These options may include: rescheduling your tour to a later available date, transferring your booking (or remaining balance) to a different tour of equal or similar value, or receiving a credit voucher for a future tour with us (typically valid for 12-24 months). Such alternatives, when offered, are at the Company’s discretion and must be mutually agreed. If a credit voucher is issued, it will be subject to its own terms (non-transferable, validity period, etc.) which will be communicated to you. Choosing a credit or rebooking in place of a refund constitutes full and final settlement of the original booking – standard terms will apply to the new booking, and any future cancellation will be treated as a new cancellation case. Please note that special promotional deposits (e.g. “non-refundable deposit” campaigns) or certain bookings might not be eligible for refund/credit, as will be indicated at time of booking.

3.1.2 Partial Cancellations & Unused Services: If you are booking multiple people and one or more person cancels, the per-person price for the remaining participants may change if it was based on group size or shared accommodations. We will re-calculate and advise if any surcharge applies for the continuing participants (for example, a “solo traveler supplement” if one roommate cancels). No refunds will be given for any unused portion of a tour once it has commenced, whether by your choice, accident, illness, or other circumstances. If you voluntarily leave a tour early or choose to skip planned activities or accommodations, you are not entitled to any refund for the unused services. Similarly, if you fail to join a tour, join it after departure, or leave it prior to its conclusion, no refund will be made for unused services.

3.2 Cancellation by the Company: We reserve the right to cancel a tour in any of the following circumstances:

  • Failure to Reach Minimum Participation: If a tour is advertised with a minimum number of participants and that minimum is not met, we may cancel the tour. We will endeavor to make this decision no later than [14-21 days] before the departure for multi-day tours (and at least 24-48 hours for day tours). In such case, you will receive a full refund of all amounts paid. We may also offer you the choice to transfer to another tour of equivalent value (or higher value with cost difference paid by you) as an alternative to cancellation, or to operate the tour at a smaller group size with a revised price (with your agreement).
  • Force Majeure or Unforeseen Events: If external events beyond our reasonable control make it impossible or unsafe to operate the tour as planned, we may cancel the tour. Events that could cause a cancellation or significant alteration include but are not limited to: natural disasters (e.g. earthquakes, floods), severe weather events, epidemic/pandemic outbreaks, war or serious threat of war, civil unrest, acts of terrorism, government orders or travel restrictions, strikes or labor disputes, sudden closure of borders, or any similar force majeure situations​. In such cases, we will notify you as soon as possible and provide a refund of all recoverable sums. We will have no further liability for cancellation due to force majeure beyond offering you a refund or credit for amounts we are able to recover from suppliers. (We strongly recommend you obtain travel insurance that covers such unexpected events — see Section 6.)
  • Operational or Safety Reasons: We may cancel a tour if there are operational issues that prevent it from running (for example, the unexpected unavailability of a key service, route closures with no alternative, or a safety concern that arises). We may also cancel if our local operator/guides determine that conditions are unsafe to proceed (e.g. extreme weather warnings for a hiking tour). Additionally, if any governmental advisories or local regulations prohibit running the tour (such as pandemic-related regulations), we will have to cancel. In these situations, we will strive to offer an alternative arrangement (such as a modified itinerary, postponement, or different tour) as an option. If no suitable alternative is available, a full or prorated refund will be given for the portion of the tour not provided.
  • Non-compliance or Misconduct: In rare cases, the Company reserves the right to discontinue service for a participant if they are found to be in serious violation of the behavior/conduct rules or posing a danger (see Section 8). If a participant is removed from a tour due to their misconduct or violation of Terms, it is treated as a last-minute cancellation/no-show on their part, and no refund will be issued for any unused portion.

When the Company cancels a tour (other than due to client’s fault/misconduct), you will be entitled to choose between the following remedies: (a) accept a travel credit or alternative tour offered (if any), or (b) receive a prompt refund of all money paid for the tour. We will inform you of your options at the time of cancellation. If the cancellation occurs while a tour is in progress (e.g. due to an evacuation or emergency), we will refund any recoverable expenses or unused services after accounting for non-recoverable costs or commitments. The Company is not responsible for any incidental expenses you may have incurred as a result of your booking, such as visas, vaccinations, travel insurance premiums, or non-refundable transportation (e.g. flights, trains) booked by you. In cases of force majeure, we also will not be liable for any additional compensation beyond amounts already paid for the tour.

3.3 Refund Process: If you are owed a refund under this Section 3, the refund will be processed back to the original form of payment whenever possible (if not possible, we will arrange an alternative method). We aim to process refunds within 14 days of the effective cancellation date or of the tour’s cancellation, however bank processing times may vary and it could take up to 30 days for the credit to reflect in your account​. Any approved refunds for payments made by credit card will be less any non-recoverable merchant fees charged to us (if applicable), except where prohibited by law. If you paid via bank transfer, you must provide us with your bank details to receive the refund and any bank fees for sending will be deducted.

3.4 Cancellation Insurance: The Company does not provide cancellation insurance and is not liable for refunds outside of the policies above. To protect your investment, we strongly recommend that you purchase travel insurance that includes coverage for trip cancellation or interruption (see Section 6). Such insurance can reimburse you for non-refundable expenses in cases where you need to cancel or cut short your trip due to covered reasons (e.g. illness, injury, family emergency, etc.).

  1. Tour Modifications & Changes

4.1 Changes to Itinerary or Services by Company: We plan tours many months in advance and while we strive to operate all tours as advertised, it may occasionally become necessary to make alterations. The Company reserves the right to modify the itinerary, route, timetable, accommodations, or other tour details at any time, before or during the trip, in the interest of your safety, comfort, or general well-being of the group, or due to circumstances beyond our control​. Reasons for changes can include (but are not limited to) bad weather, road closures, transportation delays, political or security issues, natural disasters, supplier closures, or operational decisions that we believe are in the best interest of the tour.

  • Minor Changes: Minor adjustments to the tour (e.g. altering the order of activities, substituting one sight for a similar alternative, switching to an equivalent hotel, minor schedule changes) may be made without prior notice, and do not entitle the client to any refund or compensation as long as the overall tour experience and value are materially maintained. We will, however, endeavor to inform you of any such changes as they arise.
  • Significant Changes Before Departure: If we must make a significant change to a confirmed tour before departure (for example, a change of more than 20% of the itinerary’s content, a change in the start or end city, or date change, etc.), we will inform you as soon as reasonably possible. You will have the choice to either: accept the change, or cancel the booking for a full refund of all monies paid​, or if available, accept an alternative tour option (with a price adjustment if the alternative is of different cost). You must inform us of your decision within the deadline we provide (typically 5 days from notification of change), otherwise it will be deemed acceptance of the new arrangements. No additional compensation will be paid for changes resulting from force majeure or other circumstances beyond our control (per Section 3.2).
  • Changes During the Tour: Once the tour has commenced, the itinerary may need to be adjusted on the spot due to unexpected situations (e.g. weather, local strikes, sudden site closures, safety hazards). The tour leader/guide has the authority to make changes in the field for the reasons stated. In such cases, we will make reasonable efforts to provide alternative activities or arrangements that are equivalent in nature and value, to continue the tour. For instance, an alternative route or attraction may be offered if a planned destination is inaccessible. Such changes will not result in any refund if the services provided are of comparable value. If a significant portion of the tour cannot be provided as planned and no equivalent alternative is feasible, we may provide an appropriate partial refund reflecting the unused portion of the trip (if caused by non-client-related reasons). However, if modifications are required due to a client’s misbehavior, illness, lack of proper travel documents, or other client-related issues, no refund will be due for missed services, and any extra costs incurred (e.g. arranging evacuation, alternate transportation, etc.) will be the client’s responsibility.
  • Alternate Arrangements and Expenses: We will bear the cost of any alternate arrangements that we make to deliver the tour as close as possible to the original itinerary when changes are due to our own operational issues. However, in cases of force majeure or events beyond our control, additional costs for rerouting or accommodation adjustments may be passed on to participants if those expenses are unavoidable (for example, if a natural disaster forces a longer route or extra night’s stay, travelers might be asked to share the cost of such exigencies)​. We will consult with the group and aim for a fair solution in such situations. If a change leads to a cost savings (e.g. a cheaper activity substituted), we will refund the difference of any direct savings on request. The Company does not assume responsibility for any ancillary arrangements you have made on your own that may be affected by our itinerary changes (such as flight or hotel bookings before/after the tour); we recommend booking flexible airfare and having travel insurance to cover such possibilities.

4.2 Changes or Transfers Requested by Client: If you wish to modify your booking (such as shifting your reservation to a different departure date or a different tour), we will do our best to accommodate, subject to availability and feasibility. Requests must be made in writing. Changing to a later departure of the same tour is essentially a cancellation of the original booking and a new booking; we may waive or reduce cancellation fees at our discretion if the request is far in advance and if we can fill your spot, but this is not guaranteed. Name changes/substitutions are addressed in Section 2.6.

For minor changes like correcting a name spelling, updating contact info, or adding pre/post-tour services, no fees will apply. For substantial changes (date or tour switch) made close to the departure, an administrative fee may be charged in addition to any applicable price difference or supplier penalty. Once travel has begun, no changes by the client are permitted except cancellation or leaving the tour (which would be under Section 3.1.2 unused services – no refund for unused portion).

4.3 Unused or Missed Services: The Company shall not be liable for any activities, accommodation, meals, transportation or other services which are included in the tour price but missed or not used by you due to your own action or negligence (e.g. arriving late, choosing to leave early, or deciding not to participate in a scheduled activity). No refunds, credits or substitutions will be provided for unused services that were missed by your own choice or fault. However, if you know in advance that you will not use an included service (for example, you plan to leave the tour one day early), please inform us at booking – we may be able to arrange a partial credit or customization in some cases, but once the tour is confirmed, such flexibility is limited.

4.4 Replacement of Guide or Tour Leader: We reserve the right to substitute the tour guide or tour leader prior to or during the trip if necessary (e.g. due to illness or other unforeseen issues). All our guides are qualified to lead the tours, and a change of personnel will not be considered a significant change as long as the replacement guide/leader is of equal qualification.

4.5 Post-Tour Changes: If after the completion of the tour, you feel that any promised service was not provided, you must follow the complaint procedure in Section 9. We will not consider itinerary changes after the fact unless it involves a clear failure on our part to deliver the contracted services, in which case appropriate compensation or refund may be arranged as per our liability limits in Section 5.

  1. Liability & Responsibility

5.1 Limitation of Liability: Fortuna Trade Tours assumes no liability for any injury, loss, damage, delay, inconvenience, or expense of any kind that may occur during the tour, regardless of cause. By participating in our tours, clients accept full personal responsibility for their own safety, belongings, and experiences.

The Company does not accept responsibility for any accidents, illnesses, injuries, property damage, or losses, nor for cancellations, delays, or changes resulting from any circumstances, including but not limited to weather, transportation issues, health-related events, force majeure, or actions of third parties.

Any support or assistance provided by our team is done voluntarily and purely as a courtesy, and does not constitute acceptance of responsibility. Clients acknowledge that their participation is entirely voluntary and at their own risk, and they waive any right to seek compensation or hold the Company liable for any outcomes or dissatisfaction.

 

5.2 Force Majeure – No Liability: The Company will not be liable to pay any compensation if our contractual obligations to you are affected by “force majeure” events beyond our control. These can include, but are not limited to, acts of God (natural disasters, extreme weather, earthquakes), war, threat of war, civil strife, industrial dispute, terrorist activity, epidemic or pandemic, unforeseen government actions (such as border closures or travel bans), or other events that render performance of the tour impracticable or impossible​. If such an event occurs, our duty is to try to adjust the tour (per Section 4) or cancel if necessary (Section 3.2), and provide refunds/credits as outlined. Beyond that, we shall not be liable for any losses (direct or indirect) you incur due to the force majeure event. We also disclaim liability for delays or cancellations of travel services (flights, trains, ferries, etc.) due to such events or other circumstances beyond our control; in such cases, any additional costs for lodging, meals, or transport will be your responsibility or hopefully covered by your travel insurance​.

5.3 Travel at Your Own Risk & Assumption of Risk: Many of our tours involve activities such as walking, hiking, driving on mountain roads, wildlife observation, and other inherently risky activities. You voluntarily assume all risks of damage or injury (including death) that may occur during the trip by signing up and participating​. While we prioritize safety and will not knowingly place our clients in hazardous situations, certain risks are beyond our control. You agree that you understand the nature of the trip and assume responsibility for your own actions. You may be asked to sign a separate liability waiver or acknowledgment of risk before undertaking certain activities (for example, high-adventure sports or extreme activities) acknowledging specific risks and releasing the Company and its suppliers from liability. Refusal to sign such a waiver may result in you being unable to participate in that activity, with no refund for that portion. The Company’s liability for willful negligence or breach of contract that results in injury or death is not excluded by this agreement where such exclusion would be unlawful, but it is expressly limited to the minimum extent permitted by law.

5.4 Third-Party Supplier Liability: Where any portion of the tour involves a third-party service provider, clients acknowledge that these providers operate independently of Fortuna Trade Tours. The Company is not liable for any act, omission, delay, negligence, or service failure by any third-party provider. Clients must address any claims, complaints, or legal issues directly with the third party. Fortuna Trade Tours will not intervene, offer assistance, or accept any form of liability in such matters.

5.5 Indemnification: You agree to indemnify and hold harmless Fortuna Trade Tours, its employees, agents, and representatives from and against any claims, liabilities, damages, or expenses (including legal fees) arising from: (a) any breach of these Terms by you; (b) any wrongful or negligent acts or omissions by you while on tour; or (c) any claim by a third party resulting from your conduct (for example, damage you cause to property or injury to another person on tour). This means you will reimburse the Company for any losses or costs we incur due to your action or inaction, including claims brought by other participants or third parties that result from your misconduct or negligence.

5.6 Limitation for Loss of Property: You are responsible for your personal property at all times during the tour. The Company is not liable for loss, theft, or damage to luggage or personal possessions (including money, electronics, documents, or other valuables) during the tour​. We strongly advise you to keep valuables secure and, if possible, on your person or in sight. For any included transfers or transport, ensure your belongings are properly insured and supervised. Baggage and personal effects are transported and handled at your own risk even when we have arranged the transport. The Company and its staff are not responsible for checking in or picking up your personal luggage in transit; you must ensure you have all your belongings when moving. In the event of lost items, we will assist in contacting relevant authorities or locations if possible, but cannot guarantee recovery or be liable for replacement.

5.7 No Liability for Indirect Costs: The Company is not responsible for any incidental expenses that you may incur in relation to the tour, such as visas, vaccinations, travel insurance premiums, or other costs. If a tour is canceled or altered, we will not reimburse you for any expenses not paid to us (for instance, separate hotel bookings or flights you arranged on your own) even if those bookings were made in connection with the tour. This is why we strongly recommend obtaining comprehensive travel insurance and purchasing flexible or refundable tickets where possible.

5.8 Release: To the fullest extent permitted by law, you release the Company and its officers, directors, employees and agents from any and all liability for any losses or damages (whether mental, emotional, physical, or economic) you may suffer in relation to the tour or travel arrangements. This release does not apply to liabilities that cannot be excluded by law, but you agree that any claim or proceeding will be limited by the terms and conditions in this contract, including the liability limitations and exclusions noted.

5.9 Severability of Liability Provisions: Every provision in this “Liability & Responsibility” section is intended to be enforceable to the fullest extent allowed by law. If any part of these liability limitations or exclusions is found to be invalid or unenforceable in a particular jurisdiction, the remainder of the provisions shall remain in effect, and the invalid part shall be interpreted in a manner to give effect as closely as possible to its original intent under the law.

  1. Travel Insurance & Health Requirements

6.1 Mandatory/Recommended Insurance: Travel Insurance is strongly recommended for all clients of Fortuna Trade Tours, and in certain cases required. For multi-day tours, especially those involving multiple countries or adventurous activities, proof of valid travel insurance may be required before departure​. We recommend that your insurance covers at minimum: trip cancellation or curtailment, emergency medical expenses and evacuation, personal accident, repatriation of remains, and loss/theft of luggage and personal effects. Having travel insurance ensures you are protected financially and medically in case of unexpected situations (medical emergencies, trip interruptions, etc.)​. You acknowledge that the tour price does not include travel insurance and it is your responsibility to obtain coverage separately​. We may request the insurance company name, policy number, and emergency contact number before the tour, and we reserve the right to refuse a traveler who lacks appropriate insurance without liability or refund (if it was a mandatory condition of booking).

6.2 Medical Fitness and Dietary Needs: It is your responsibility to ensure you are medically and physically fit for the tour. You must inform us at the time of booking of any pre-existing medical conditions, disabilities, or allergies that might reasonably affect your participation, and of any special requirements (e.g. the need for frequent medication, dietary restrictions, mobility aids)​. We will keep this information confidential and use it only to accommodate your needs or prepare our team. We will attempt to accommodate dietary requirements (vegetarian, gluten-free, etc.) if informed in advance, but we cannot guarantee the availability of specialized foods in all locations. If your health condition changes after booking, inform us as soon as possible. We may ask for a physician’s letter clearing you for participation if you have a serious medical issue or are of advanced age participating in strenuous activities. By joining the tour, you affirm that you are free from any ailments or conditions that could endanger yourself or others on the tour.

6.3 Health During the Tour: We carry basic first aid kits on our tours, but you should bring personal medications and a small first aid supply for minor issues. If you feel unwell or have any injury during the tour, you must immediately inform the tour leader or guide. They can assist in obtaining medical care for you, but any medical costs are your responsibility. In case of a serious medical problem, we will help arrange evacuation or hospital transfer as needed, but you (or your insurance) must cover the associated costs. The Company is not responsible for the quality or availability of medical care in the regions visited.

6.4 Vaccinations and Health Requirements: It is your responsibility to consult with your doctor and/or check public health advisories for recommended or required immunizations for all countries on your itinerary. For example, certain countries may require proof of vaccination (such as Yellow Fever) or have recommended vaccines (such as Hepatitis A, Typhoid, etc.). As of the current date, some countries may also have COVID-19 related entry requirements (vaccination proof, negative test, or quarantine rules)​. You must ensure you comply with all such requirements and have appropriate documentation. The Company does not provide medical advice, and any information we provide about travel health is for general guidance only and may not be up to date. You agree that we have no liability for any illnesses you may contract during travel, and you fully understand the health risks that may be present.

6.5 Physically Demanding Activities: Some tours involve activities like hiking, biking, swimming, etc. of varying difficulty levels. The onus is on you to ensure you are physically capable of participating in the itinerary you have chosen. If you have any doubt, please discuss with us prior to booking – we can often recommend a tailored plan or adjustments. If a client is unable to participate in certain activities due to lack of fitness or health issues, the Company and guides will try to offer an alternative when possible, but this is not guaranteed and no refund is due for missed activities. In extreme cases, if a client’s inability to continue with a scheduled activity or transfer (e.g. an overland journey) compromises the rest of the group’s experience or safety, we may arrange for the client to skip that portion (perhaps by alternate transport at client’s cost) or, as a last resort, terminate their tour participation (with assistance to return home, at client’s cost).

6.6 Age and Health Restrictions: We welcome travelers of various ages but note that some tours might not be suitable for the elderly or for very young children due to remote locations or challenging conditions. If you are over a certain age (e.g. 70 years), we may request a doctor’s note verifying your ability to join the tour, and we might require you to travel with a companion or arrange special insurance. Similarly, pregnant travelers should consult their doctors; after a certain stage of pregnancy (usually after 24 weeks), some activities or travel may be unsafe. We reserve the right to disallow participation if we reasonably believe it would be unsafe for you or for others, or if we have not been properly informed of a relevant condition.

6.7 COVID-19 and Communicable Diseases: You agree to comply with any health protocols that may be in effect at the time of your tour, which could include wearing masks, social distancing, hand sanitization, or showing proof of vaccination/test results if required by law or our policy. If you develop symptoms of an infectious illness during the tour (e.g. high fever, coughing, etc.), you must inform the tour leader and may be asked to isolate from the group until you can be safely tested or treated. This is for the safety of all participants. We will help facilitate medical attention or testing, but cannot cover the costs if not included in the tour. If you are unable to continue the tour due to illness (yours or a travel companion’s), it will be treated as an interruption – we will assist in making new arrangements, but any additional costs or losses incurred are to be claimed on your travel insurance.

  1. Visa & Entry Requirements

7.1 Passport Validity: You are fully responsible for ensuring that your passport is valid for at least six (6) months beyond the end date of your tour, and that it has adequate blank pages for visas and entry/exit stamps​. Many countries require this 6-month validity as a condition of entry​, and failing to meet this requirement can result in denial of boarding or entry. The Company is not liable for any disruption or costs if you are prevented from traveling due to an invalid or insufficient passport.

7.2 Visas and Permits: It is your responsibility to check and obtain all necessary visas, transit visas, entry permits, or other documentation for all countries you will visit or transit during the tour​. Requirements vary depending on your nationality and the countries involved. We may provide general guidance on visa requirements upon request, but you should verify specifics with the relevant consulates or embassies well ahead of time. Allow adequate processing time for visa applications, especially for multiple-entry visas if your itinerary requires. Any advice provided by the Company about visas or entry requirements is given in good faith as general information, but we do not guarantee its completeness or accuracy for your specific situation​. You are responsible for any consequences (e.g. costs, fines, denied entry, trip interruption) resulting from missing or incorrect travel documents.

7.3 Border Crossings: Our multi-country tours will involve border crossings between Balkan countries. While we facilitate the group’s border procedures (transporting you to the border, waiting during inspections, etc.), the process of passport control and customs is solely under the authority of the respective countries. You must comply with all instructions of immigration and customs officials. Any improper behavior or lack of required documents can result in delays or denial of entry. If you are denied entry to a country on the itinerary for any reason (including lack of visa, past legal issues, or discretionary denial by officials), you understand that the Company cannot intervene on your behalfbeyond basic assistance. In such cases, you may not be able to continue the tour. We will assist in organizing your return travel or alternative plans, but any costs incurred as a result of denied entry (e.g. last-minute flights, fines, accommodations) will be your responsibility. No refund will be available for the portion of the tour missed due to a denial of entry, as this is due to factors within your personal responsibility.

7.4 Customs Regulations: Be aware of customs regulations regarding import/export in the countries visited. Do not carry illegal items or substances across borders. The Company assumes no liability for any delays, fines, or confiscation that result from your failure to adhere to customs rules. If any item you carry results in the entire group being delayed or penalized, you may be held accountable for the inconvenience or costs caused to others.

7.5 Travel Advice and Warnings: It is recommended that you consult your government’s travel advisory for the destination countries before and during travel. If your government issues a travel warning or advisory for a country on your itinerary that causes you concern, please communicate with us. We will follow local safety developments closely. However, our standard cancellation terms (Section 3.1) apply if you choose to cancel due to an advisory unless the tour is officially canceled by us or the destination itself closes to visitors.

7.6 Documentation During Travel: You should carry your passport (and visa documents) on your person during travel days, especially border crossings, and keep copies of important documents (passport, visa, insurance, credit cards) in a separate safe place (or digitally accessible). For tours wholly within one country (e.g. within Bosnia), you should still carry a valid ID (passport or national ID) as hotels and authorities may require identification. For students or others eligible for discounted entries (e.g. with an ISIC card or local ID), bring those IDs to avail of any applicable discounts (though tour prices typically already account for such pricing where applicable).

7.7 Compliance with Entry/Exit Laws: You must follow all rules of each country visited regarding length of stay, purpose of visit, etc. Our tours operate on the assumption that you are a tourist; engaging in other activities (like journalism, missionary work, etc.) could require special visas and is beyond our scope. Ensure you do not overstay any visa or permitted duration. If the tour itinerary requires multi-entry (for example, going out and back into a country), ensure your visa allows that (multiple entry vs single entry). The Company is not liable for any legal consequences of your failure to comply with immigration laws.

  1. Behavior & Conduct

By participating in a Fortuna Trade Tours trip, you agree to adhere to standards of conduct that ensure the safety, comfort, and enjoyment of the group and local communities. We reserve the right to remove any participant from the tour (at their own cost and without refund) if their behavior is deeply disruptive, dangerous, illegal, or otherwise negatively impacts the tour or other participants​.

8.1 Respect for Laws and Customs: You must obey all local laws of the countries visited. This includes laws pertaining to drugs and alcohol, interactions with locals, photography restrictions (e.g. not photographing security facilities), environmental protection (such as rules in national parks), etc. If you commit any illegal act, you are solely responsible for the consequences with local law enforcement. The Company and guide will not assist or protect you from law enforcement actions; if you are detained or arrested, we will treat that as you voluntarily leaving the tour, with no refunds for remaining services.

8.2 Prohibited Substances & Items: The use of illegal drugs or narcotics is strictly forbidden on our tours. Additionally, misuse of legal substances (excessive drunkenness) that impairs your functioning or endangers others is not acceptable. You must also refrain from carrying firearms or dangerous weapons on tour. Violation of these rules is grounds for immediate expulsion from the tour at the discretion of the tour leader.

8.3 Responsible Alcohol Use: If alcoholic beverages are allowed or available during the tour, we expect moderation. Drunken behavior that disturbs the group, causes safety issues, or violates local norms is unacceptable. The guide/tour leader has authority to cut off alcohol for any participant who becomes disruptive or to take further action as needed.

8.4 Following Guide Instructions: For your safety and the cohesion of the group, you are required to follow all reasonable instructions from the tour leader, guide, driver, or other Company representatives during the tour

. This includes meeting times, time limits at stops, safety briefings, instructions on where to or not to go, and adherence to schedules. If the guide provides a specific safety gear or equipment (e.g. helmet, life jacket), you must use it as instructed. Willful disobedience of guide instructions (e.g. wandering off alone where not permitted, ignoring safety directions) can be grounds for being asked to leave the tour.

8.5 Punctuality: You are responsible for being on time at the designated meeting points throughout the tour (hotel lobbies, bus departures, meal meet-ups, etc.). We will generally allow a brief grace period, but if you are habitually late or significantly delay the group, the tour may proceed without you. In particular, on departure days, the vehicle will not wait beyond a reasonable few minutes for latecomers (e.g. ~5 minutes for half-day tour, ~10 minutes for full-day tour)​. If you miss a departure due to lateness, it will be treated as a no-show for that segment – the group will leave and it will be your responsibility to catch up with the group at your own expense, or forfeit that portion of the tour​. No refund will be provided for services missed due to lateness.

8.6 Respectful Conduct: We expect all tour participants to treat others (fellow travelers, guides, locals) with respect and courtesy. Harassment, verbal abuse, discrimination, or any form of physical violence will not be tolerated. Culturally sensitive behavior is also expected – e.g., dress modestly when required, ask permission before photographing people, and respect local customs and traditions. If you have any interpersonal issue during the tour (e.g. conflict with another traveler), bring it to the tour leader’s attention for mediation rather than escalating on your own.

8.7 Environmental Responsibility: We are committed to sustainable and responsible tourism. You should not litter, disturb wildlife, or damage the natural or cultural sites we visit. Follow the “Leave No Trace” principles where applicable. In some natural areas, our guides may instruct the group to adhere to specific paths or guidelines – please do so. Any fines levied for littering or environmental rule-breaking by a participant will be the participant’s responsibility.

8.8 Accommodation Etiquette: While at hotels or homestays during the tour, you must respect the property and rules of those establishments. This includes noise curfews, non-smoking areas, etc. You will be liable for any damage you cause to hotel property or any costs (including cleaning fees) charged due to your actions (e.g. smoking in a non-smoking room). The Company will pass on to you any such charges we receive from our suppliers due to your conduct.

8.9 No Smoking Policy: Smoking (including e-cigarettes) is prohibited in tour vehicles and indoors or other places where it is not allowed by law. During the tour, please abide by the smoking regulations of the area. Our guides will designate certain stops or areas for smoking if needed (especially on longer drives). Never smoke in natural areas where it could risk fire. Always dispose of cigarette butts responsibly.

8.10 Expulsion from Tour: The tour leader has the authority to remove any person from the tour if, in their reasonable opinion, the person’s health, behavior or conduct is severely affecting the safety, welfare or enjoyment of themselves or others. If a participant is expelled from the tour for reasons of serious misconduct or breach of these Terms, they will be responsible for arranging and paying for their own transportation and accommodations thereafter. We will assist in arranging transport to the tour start city or nearest safe location if requested, but at your cost. No refunds will be given for the unfinished portion of the tour, and the Company may levy additional charges for any damage or costs incurred due to your behavior (such as compensating affected suppliers or customers). You also waive the right to make any claims against the Company for the remainder of the tour after expulsion.

8.11 Photographs and Media Conduct: We understand you’ll want to take photos during the tour. Please do so without infringing on others’ privacy or comfort. If a fellow traveler objects to being photographed, respect their wishes. Similarly, adhere to local rules about photography (some places forbid photos of military or religious sites). Drones are not to be used on tour without explicit permission from the Company and ensuring local legality. Refrain from any actions that would bring the Company into disrepute (for example, posting illegal or extremely disrespectful content on social media during the tour that involves our brand).

8.12 Feedback and Complaints on Tour: If something isn’t right during the tour, we encourage you to inform the tour leader or our office promptly (see Section 9 on Complaints). We value constructive feedback given in a respectful manner, as it helps us improve our services. Aggressive or defamatory complaints, especially if expressed publicly in a way to harm our reputation without giving us a chance to address the issue, could be considered a breach of contract. We aim to resolve problems fairly when made aware.

  1. Complaints & Dispute Resolution

9.1 Resolving Issues During the Tour: We strive to ensure your tour goes smoothly, but if you encounter a problem or have a complaint during your trip, please notify your tour leader or our local representative immediately. Most issues can be resolved on the spot if we know about them. For example, if your hotel room is unsatisfactory, inform the guide so we can request a change; if an included meal is missed or not as described, let us know so we can correct it. We give high importance to guest satisfaction and will do our best to address legitimate grievances promptly. Raising concerns early is key – we cannot fix something after the fact if we were not made aware of it at the time.

9.2 Complaint Procedure After Tour: If a problem was not resolved to your satisfaction during the tour, or you wish to lodge a formal complaint about some aspect of the tour, you must submit your complaint in writing to the Company within a reasonable timeframe after the tour ends. We request that you send any post-tour complaints via email to [our customer service email] or via letter to our office, no later than 10 days after your tour’s end date​. In your complaint, please provide your booking reference, tour name and dates, and as much detail as possible about the issue (what happened, when, who was involved, etc.). Any supporting evidence (photos, receipts) will be helpful in our investigation.

9.3 Internal Review: Upon receiving a formal complaint, Fortuna Trade Tours will acknowledge receipt (generally within 5 business days) and then conduct a thorough review. This may involve contacting guides, drivers, hotels, or other guests for information. We aim to provide a written response or resolution within 14-30 days of receiving your complaint, depending on the complexity of the issue. If we need more time (for example, to gather statements from third parties), we will inform you of the delay.

9.4 Remedies: If the complaint is found to be valid and due to a failure on our part or that of our suppliers, we will offer an appropriate remedy. This could be a refund (full or partial) of the affected service, a travel credit or discount for a future tour, or another form of compensation as deemed suitable. Our goal is to reach a fair outcome that acknowledges any shortcomings and maintains your trust. Any compensation or refund will be limited by the liability provisions of these Terms (see Section 5), meaning we will not exceed the tour price and will not cover indirect losses. If we offer a reasonable solution or compensation and you accept it, that will be considered full and final settlement of the complaint.

9.5 Unresolved Disputes: In the unlikely event that we cannot resolve a complaint to mutual satisfaction through our internal process, the following steps outline further dispute resolution:

  • Negotiation: We encourage you to communicate further with our management to attempt in good faith to negotiate a resolution. Sometimes a phone call or meeting can resolve remaining issues.
  • Mediation (Optional): If an amicable solution still cannot be reached, we may propose mediation by a neutral third party in Bosnia and Herzegovina. Mediation is a voluntary, non-binding process to facilitate a compromise. The cost of mediation, if agreed upon, would typically be shared equally by both parties.
  • Legal Action: If all other avenues fail, either party may pursue legal action. Any disputes, claims, or controversies arising out of or in connection with these Terms or the tour that cannot be resolved amicably shall be brought in the competent courts as specified in Section 11 (Governing Law & Jurisdiction). Litigation should be considered a last resort due to the time and expense involved.

9.6 Consumer Protection Bodies: If you are a consumer traveling from another country, you might have the ability to seek advice or file a complaint with relevant travel regulatory bodies or consumer protection agencies in your home country or in Bosnia and Herzegovina. We will cooperate with any official dispute resolution channel as required by law. However, note that the contract is governed by Bosnian law (unless otherwise mandated), so Bosnian authorities would typically have jurisdiction.

9.7 Limit on Complaint Rights: Please note that if you do not bring a complaint to our attention promptly (during the tour or soon after), it may affect our ability to investigate and resolve it. Delayed complaints (beyond the 10-day window after the tour) may be deemed forfeited or significantly harder to validate. Also, any legal claim against the Company (if it comes to that) must be filed within a certain time limit. We stipulate that any lawsuit must be filed within one year of the end of the tour or the claim arising, whichever comes first, to the extent allowed by law, or else the right to sue is waived. This is to ensure timely handling of issues while evidence and recollections are fresh.

9.8 Continuous Improvement: We truly value your feedback and view complaints as opportunities to improve our services. Even if you do not seek any compensation, letting us know what went wrong helps us fix issues for future travelers. Conversely, we also appreciate hearing what you loved about the tour! We may send a post-tour survey or request for review; your honest input is welcomed.

  1. Data Protection & Privacy Policy

10.1 Personal Data Collection: In order to process your booking and deliver your tour, the Company will collect certain personal information from you. This information may include, but is not limited to: full name, date of birth, address, contact details (phone, email), passport number, nationality, gender, emergency contact, and any pertinent health or dietary information you voluntarily provide. By providing this information, you consent to us using it for the purpose of arranging your travel services. We certify that we will collect and process personal data only as necessary for contractual and legitimate business purposes, and in accordance with applicable data protection laws, including the EU General Data Protection Regulation (GDPR) where relevant.

10.2 Use of Personal Information: The personal data you provide will be used to: make tour reservations, book transportation and accommodations, obtain permits or entry tickets, and otherwise organize the trip. For multi-country tours, certain information (e.g. your name, passport details, nationality, and date of birth) may be required by hotels or transport providers in advance for check-ins or border crossing preparations​. We may also use your contact information to send you pre-trip communications (such as itineraries, packing lists, meeting instructions) and post-trip follow-ups (such as feedback surveys or offers, if you have opted in to marketing).

10.3 Data Sharing with Third Parties: We treat your personal information with confidentiality. We do not sell or rent your data to unrelated third parties for marketing. However, we will share necessary portions of your data with third-party suppliers who are involved in your tour – for example, we provide your name (and sometimes nationality/passport number if required) to hotels for booking, or to our partner operators/guides in other countries to ensure a smooth handover​. We only share the information that these parties need to perform their function. These suppliers are expected to handle your data securely and use it only for the designated purpose (though note they may not all be bound by GDPR if outside EU). Additionally, if required by law or immigration authorities (for instance, submitting a passenger manifest to border control or tourism authorities), we will disclose relevant information as mandated.

10.4 Data Security: We implement appropriate technical and organizational measures to protect your personal data from unauthorized access, loss, or misuse. This includes secure databases, encryption of sensitive fields (like passport numbers) where feasible, and limiting internal access to those who need to know. All online payment transactions are handled through secure third-party processors – we do not store your full credit card details on our systems. While we strive to safeguard your information, no system can be 100% secure, so we cannot guarantee absolute security; however, in the unlikely event of a data breach involving your personal information, we will comply with any notification requirements as per applicable laws.

10.5 Retention and Deletion: We will retain your personal data only as long as necessary for the purposes of your tour and any post-tour requirements (e.g. handling complaints, accounting, legal compliance). Typically, basic booking records are kept for at least several years as required by financial regulations and for possible reference on repeat bookings. We regularly review the data we hold and erase or anonymize personal data that is no longer needed. If you want us to delete your personal information from our active records (and it is legally permissible to do so, i.e., we have no outstanding legal obligations or legitimate interests requiring retention), please send us a request and we will take reasonable steps to comply.

10.6 Your Privacy Rights: Subject to local law, you have rights regarding the personal data we hold about you. These may include the right to request access to your data, rectify any inaccuracies, restrict or object to processing, and in some cases the right to data portability or erasure. If you wish to exercise any of these rights, please contact us. We may require you to verify your identity before proceeding with certain requests. We will respond to legitimate requests within the time frame required by law (generally within one month). There is no fee for such requests in most cases, unless they are manifestly unfounded or excessive.

10.7 Marketing Communications: We may send you marketing communications (such as newsletters or special offers) only if you have explicitly consented (subscribed) to receive them, or if you provided your email during booking and did not opt-out of relevant marketing. You can unsubscribe from such communications at any time by clicking the “unsubscribe” link in emails or by contacting us. We will not spam you, and we typically send newsletters at a reasonable frequency. Even if you opt out of marketing, we will still send you important service messages regarding your booking or any transactions (these are not marketing, but necessary communications).

10.8 Use of Photographs: During some tours, our guides or staff may take photographs or videos that include participants, for the purposes of creating memories or promoting our tours (e.g. on our website or social media). If you do not wish to be photographed or have your image used, please inform us (and your guide) at the start of the tour and we will respect that. Otherwise, by participating, you grant the Company a worldwide, royalty-free right to use group photos or videos that may include your image for promotional purposes, with the understanding that we will not use your name or identifying details without further consent. We will also gladly remove any photo from our marketing upon your request if you appear in it and prefer it not be used.

10.9 Privacy Policy: For further details on how we collect, use, and protect your personal data, please refer to our full Privacy Policy (available on our website or upon request). Our Privacy Policy is incorporated by reference into these Terms. In the event of any inconsistency between the Privacy Policy and this Section 10, these Terms will prevail regarding booking and travel conditions, but the Privacy Policy will prevail regarding detailed data practices. By agreeing to these Terms, you also acknowledge that you have read (or have had the opportunity to read) our Privacy Policy.

10.10 Cookies and Website Use: If you use our website for booking or information, be aware that we use cookies and similar technologies to improve user experience and for analytics. Our website Cookie Policy provides information on what cookies we use and how you can manage them. While this is more relevant to web usage than the tour itself, we mention it here for transparency. Any personal data obtained via our website (e.g. through contact forms or cookies) is also handled according to our Privacy Policy.

10.11 Data Protection Contact: If you have any questions or concerns about your privacy or how we handle personal data, you can contact our Data Protection Officer or privacy responsible at [contact information]. If you are not satisfied with our response to a privacy-related issue, you may have the right to lodge a complaint with a data protection authority (for instance, in the EU, your local supervisory authority).

  1. Governing Law & Jurisdiction

11.1 Governing Law: This agreement and any dispute or claim (including non-contractual disputes or claims) arising out of or in connection with the services provided by Fortuna Trade Tours or these Terms and Conditions shall be governed by and construed in accordance with the laws of Bosnia and Herzegovina. Specifically, as Fortuna Trade Tours is based in Mostar (Federation of Bosnia and Herzegovina), the local laws and regulations of Bosnia and Herzegovina applicable to tour operators and consumer contracts will apply, without giving effect to any conflict of law principles that might refer the dispute to the laws of another jurisdiction​.

11.2 Jurisdiction: Both you and the Company agree that any legal action or proceeding concerning these Terms or arising from the tour shall be brought exclusively in the courts of Bosnia and Herzegovina, and specifically, to the extent permissible, in the competent courts located in Mostar, Bosnia and Herzegovina. You and the Company consent to the exercise of personal jurisdiction by such courts and waive any jurisdictional, venue, or inconvenient forum objections to such courts​. This means that if you wish to file a lawsuit against the Company, it must be in a court in Bosnia and Herzegovina, under Bosnian law.

11.3 Exception for EU/UK Consumers: If you booked your tour through one of our partner agencies in the European Union or United Kingdom (or if otherwise required by consumer protection laws of your country of residence), you may have the right to bring an action in your country of residence. However, by default, our contractual law and jurisdiction clause as stated will apply. We do not participate in any formal alternative dispute resolution (ADR) schemes unless required by law, but we remain open to informal resolution as per Section 9.

11.4 Legal Compliance: The Company adheres to all licensing and regulatory requirements of Bosnia and Herzegovina for travel agencies/tour operators. These Terms aim to be compliant with applicable consumer protection regulations. In the event that any provision of these Terms is in conflict with a mandatory provision of law (for example, a law granting you certain rights that cannot be waived), that legal provision will take precedence to the extent of the conflict, and the remainder of these Terms will remain valid.

11.5 Severability: If any provision of these Terms and Conditions is found by a court of competent jurisdiction to be invalid, illegal, or unenforceable, that provision shall be deemed to be severed from the rest of the Terms, and the remaining provisions shall continue in full force and effect. In such a case, the invalid or unenforceable provision shall be interpreted or replaced with a valid provision that closely matches the intent of the original provision within the limits of the law​.

11.6 Waiver: No failure or delay by the Company in enforcing any right or provision of these Terms shall constitute a waiver of that provision or any other provision. Similarly, any partial exercise of a right or provision does not prevent the further enforcement of that right. To be effective, any waiver of rights by the Company must be explicit and in writing.

11.7 Entire Agreement: These Terms and Conditions, together with the final itinerary, booking confirmation, and any special conditions explicitly agreed in writing, constitute the entire agreement between you and Fortuna Trade Tours with respect to the subject matter. This supersedes all prior or contemporaneous communications, whether oral or written, concerning the booking. You acknowledge that you have not relied on any promise, representation, or warranty that is not explicitly stated in these Terms. Any amendment or modification to this agreement must be made in writing with consent of both parties (except that the Company reserves the right to update these standard Terms for future bookings as described below).

11.8 Updates to Terms: The Company may update or revise these Terms and Conditions for future bookings as needed to reflect changes in law or business operations. The version of Terms that will apply to your booking will be the version in effect on the date you made the booking. We will make the latest Terms available on our website and note the effective date. We encourage you to review the Terms each time you book a tour. The Company will not alter the Terms for an existing booking without your consent, unless required by applicable law or regulatory authority (in which case, any required change will be communicated in writing).

11.9 Language: These Terms and Conditions are drafted in English. If you require a translation, we may provide one in another language for your convenience; however, the English version will prevail in case of any discrepancy or dispute about the interpretation of any provisions.

By booking a tour with Fortuna Trade Tours, you acknowledge that you have read these Terms and Conditions and agree to abide by them. If there is anything you do not understand or need clarification on, please contact us before booking. We are committed to providing excellent travel experiences and trust that these Terms help ensure clarity and fairness for both parties.

Safe travels and we look forward to meeting you in Bosnia and the Balkans!