Terms and Conditions for Hej Sarajevo (hejsarajevo.dk)

1. Company Information
Hello Sarajevo Company registration number: 46329120 Address: Dalen 35, 6700 Esbjerg Email: info@hejsarajevo.dk Telephone: +45 42736968
HejSarajevo is registered in Travel Guarantee Fund (Membership number: [Insert number]), which secures you as a customer in accordance with current Danish legislation on package travel.
2. Travel Expenses and Basis of Agreement
HejSarajevo offers tailor-made luxury tours and package holidays to Sarajevo, Bosnia. The agreement comes into effect once the customer has received written confirmation of their booking.
Important regarding transport: Hello Sarajevo is standing not for booking of flights. The customer is responsible for transport to and from Sarajevo. Delays or cancellations of flights are not considered a deficiency in the package tour provided by HejSarajevo.
No right of withdrawal: In accordance with Section 18, Subsection 2, Number 12 of the Consumer Contracts Act, there is No right of withdrawal on travel services, when the booking is confirmed.
3. Booking and Payment
When booking a trip with HejSarajevo, payment is due full purchase price for immediate payment.
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.
4. Cancellation and Changes
Cancellations must be made in writing to info@hejsarajevo.dk. As the full price is paid at the time of booking, any refund will depend on the timing of the cancellation:
More than 30 days before departure: 30% of the total travel price is retained as an administration fee (equivalent to a standard deposit), and 70% is refunded to the customer.
14–30 days before departure 50% af rejsens samlede pris tilbageholdes, og 50% refunderes til kunden.
Less than 14 days before departure: 100% of the total trip price will be forfeited, and no refund will be given.
Important disclaimer (Legal requirement): The customer may cancel the trip free of charge if unavoidable and extraordinary circumstances arise 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 tour or the transport to the destination. This will be assessed based on the Ministry of Foreign Affairs' travel advisories.
5. 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.
6. Responsibility and Purchased Activities
HejSarajevo is responsible for providing the services specifically stated in the order confirmation (hotel, transfer, guide, etc.) in accordance with the Package Travel Act.
Add-ons (Rafting, ATV, Golf, etc.): These activities are arranged via local partners. HejSarajevo acts as an intermediary. 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 can be attributed to HejSarajevo's own negligence.
7. 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 dangerous sports (if rafting/ATV is purchased as an add-on).
8. Complaint
Any errors or omissions must be reported to HejSarajevo or the local guide. shortly during the trip, so the defect can be rectified on site. If this does not happen, it may result in the loss of the right to later claim compensation or a price reduction. A written complaint must be submitted no later than 14 days after returning home.
9. Personal Data (GDPR)
We process your data (name, contact details, passport details for the hotel) solely to be able to complete the trip. Data will only be passed on to relevant partners (hotels/guides) in Sarajevo. See our full privacy policy at https://hejsarajevo.dk/privat-politik/
10. 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