Terms of Trade for Hej Sarajevo (hejsarajevo.dk)

Terms and conditions for Hej Sarajevo (hejsarajevo.dk)
Company details
Hello Sarajevo
CVR number: 46329120
Address: Dalen 35, 6700 Esbjerg
Email: info@hejsarajevo.dk
Telephone: +45 42736968

HejSarajevo is registered in the Danish Travel Guarantee Fund (Rejsegarantifonden) reg. no. 3826, which protects you as a customer in accordance with current Danish legislation on package holidays

.Travel Service and Basis of Agreement
HejSarajevo offers tailor-made luxury travel and package holidays to Sarajevo, Bosnia. Flight transport to and from Sarajevo is included in the booked package holiday and is booked by HejSarajevo on behalf of the customer with the relevant airline, unless otherwise agreed in writing.
The agreement comes into effect once the customer has received written confirmation of their booking.
Regarding delays and cancellations on the part of the airline: HejSarajevo has no influence over the operations of airlines, including delays, cancellations, rerouting or changes to departure times. Such matters are generally considered to be outside the control of HejSarajevo.
Claims for financial compensation in connection with a flight delay or cancellation (e.g. pursuant to EU Regulation 261/2004) must be made directly to the airline in question, as this is the customer's independent claim against the airline and not part of HejSarajevo's service.
To the extent that HejSarajevo as a package holiday tour operator may be held liable for defects caused by the air transport itself, this liability is limited in accordance with the international conventions applicable to that mode of transport (including the Montreal Convention), pursuant to the rules of the Package Travel Act regarding this.
No right of cancellation: In accordance with Section 18(2)(12) of the Danish Consumer Contracts Act, there is no right of cancellation on travel services once the booking has been confirmed.
Booking and Payment
When booking a trip with HejSarajevo, the full purchase price is due for payment immediately.
The booking is only finally confirmed when the full payment has been received by HejSarajevo.
Payments function as the customer's acceptance of the travel services rendered and these terms and conditions.
In the event of non-payment, the order will not be considered complete, and the seats will be released to someone else.
Cancellations and Amendmentsr
Cancellation must be made in writing to info@hejsarajevo.dk. Since the full price is paid at the time of booking, any refund will depend on the time of cancellation:
More than 30 days before departure: 30% of the total price of the trip is withheld as an administration fee (corresponding to a standard deposit), and 70% is refunded to the customer.
14–30 days before departure: 50% of the total price of the trip will be retained, and 50% will be refunded to the customer.
Less than 14 days before departure: 100% of the total price of the trip is forfeited, and no refund will be given.
Important exception (Legal requirement): The customer may cancel the travel arrangement free of charge if unavoidable and extraordinary circumstances occur at the destination or in its immediate vicinity (e.g. natural disasters, acts of war or similar acute situations) which significantly affect the provision of the package holiday or the transport to the destination. This is assessed on the basis of the Ministry of Foreign Affairs' travel advice.
Cancellation by the Organiser
Sarajevo may cancel the trip due to unavoidable and extraordinary circumstances (force majeure). In such cases, the full amount paid will be refunded, but the customer is not entitled to further compensation.
Responsibilities and Optional Activities
HejSarajevo is responsible for the provision of the services specifically stated in the order confirmation (flights, hotel, transfer, guide, etc.) in accordance with the Package Travel Act.
Optional extras (rafting, ATV, golf etc.): These activities are arranged via local partners. HejSarajevo acts solely as an intermediary here. Participation is at the customer's own risk, and HejSarajevo cannot be held liable for personal injury or accidents occurring during these activities, unless the fault is attributable to HejSarajevo's own negligence.
Passport, Visa and Insurance
It is the customer's own responsibility to ensure:
Valid passport (often needs to be valid for 6 months beyond the stay).
Potential visa requirements.
Travel and cancellation insurance. We strongly recommend insurance that covers both illness and repatriation, as well as cover for hazardous sports (if you purchase rafting/ATV as an add-on), and delays and cancellations relating to air transport, even though the flight ticket is part of the package holiday.
Complaint
Any errors or omissions must be reported to HejSarajevo or the local guide immediately during the trip so that the issue can be remedied on the spot. Failure to do so may result in the forfeiture of the right to later claim compensation or a price reduction. A written complaint must be submitted no later than 14 days after return.
Personal data (GDPR)
We process your data (name, contact details, passport details for the hotel and airline) solely in order to carry out the trip. Data is only disclosed to relevant partners (airlines, hotels/guides) in Sarajevo. See our full privacy policy at https://hejsarajevo.dk/privat-politik/

Choice of law and right of appeal
In the event of any dispute, Danish law shall apply. If a solution cannot be found, the customer may bring the case before:
Package Travel Appeals Board
Røjelsbakke 10, 2900 Hellerup
www.pakkerejseankenaevnet.dk