Terms and Conditions

General Terms and Conditions Effective as of January 2025

1. Introduction

This document sets forth the Terms and Conditions governing the use of the Balkland Ltd and Balkland d.o.o. websites and the provision of our travel and tour services. By accessing our websites or engaging in our services, you agree to comply with and be bound by these Terms. If you disagree with any part of these Terms, please do not use our websites or services.

2. Company Information

2.1. Balkland Ltd Company Number: 14919193 SIC: 79120, 77110, 79110, 79909 Registered Address: 71-75 Shelton Street, Covent Garden, London, WC2H 9JQ, UK Email: info@balkland.com Phone: +44 2039483299 2.2. Balkland d.o.o. Registered Address: Maglajska 1, Sarajevo 71000, Bosnia and Herzegovina MBS: 65-01-0291-23 JIB: 4203160630003 KD BIH 2010: 79.11 Email: info@balkland.com Phone: +387 62 888853

3. Scope of Services

Balkland Ltd and Balkland d.o.o. are dedicated tour operators offering curated travel experiences in Bosnia and Herzegovina, the broader Balkans region, and the UK. Our services include: – Tailored Itineraries – Guided Tours (Private and Group) – Cultural Immersion Activities – Nature and Adventure Excursions – Accommodation and Transfers – Multi-Day and One-Day Tours We commit to high service standards, meticulous planning, and authentic experiences that reflect the diversity and culture of the region.

4. Booking and Payment

All bookings are processed through a secure third-party platform. Upon initiating a booking, you will be redirected to complete the reservation. 4.1. Payment Terms (Multi-Day Tours) – First Payment (40%): Due upon booking. This is non-refundable. – Second Payment (30%): Due 60 days prior to the tour start. – Final Payment (30%): Due 15 days prior to the tour start if paid online, or in cash upon arrival (pre-agreed). 4.2. One-Day and Half-Day Tours – 100% payment required at booking. These are non-refundable. 4.3. Currency & Payment Gateway – Payments are accepted in EUR, USD, or BAM. – Payments are securely processed using encrypted third-party gateways. – Exchange rates are based on the daily rate of the relevant national bank. 4.4. Late Payments Failure to meet payment deadlines will result in cancellation of your reservation and forfeiture of any amounts paid. 4.5. Travel Protection Waiver By booking without travel insurance, the traveler accepts full responsibility for any losses or disruptions that may arise.

5. Personal Data Protection

We collect only essential personal data to fulfill our services. This data is securely stored and only accessible to authorized personnel. For more information, refer to our Privacy Policy.

6. Intellectual Property Rights

All content on Balkland websites—including text, graphics, logos, and images—is the exclusive property of Balkland Ltd and Balkland d.o.o. and protected by intellectual property laws.

7. Limitation of Liability

Balkland is not liable for any direct, indirect, incidental, or consequential damages arising from: – Use of our websites or services – Service failures by third-party suppliers – Delays, disruptions, or cancellations due to force majeure events.

8. Governing Law and Jurisdiction

These Terms are governed by the laws of Bosnia and Herzegovina and the United Kingdom. Legal disputes fall under the jurisdiction of courts in Sarajevo, Bosnia and Herzegovina, and London, UK.

9. Amendments and Modifications

Balkland reserves the right to update or amend these Terms at any time. Updates will be posted on our website and effective immediately.

10. Entire Agreement & Severability

These Terms, along with our Privacy Policy, represent the entire agreement. If any provision is found invalid, the remaining Terms shall remain in full force. Appendix: Balkan Tours Only

1. Reservations – Individuals/Groups (up to 8 pax): 40% deposit due upon booking. Remaining 60% split: 30% due 60 days prior, 30% due 15 days prior (online or cash). – Groups (9+ pax): Same payment structure applies unless otherwise stated. – Bookings within 15 days of departure: Full payment required.

Accommodation – Confirmed upon deposit. If unavailable, similar or higher-standard options will be offered. Excursions – One included per overnight city (2+ nights). Subject to availability. Alternatives provided if needed.

1. Cancellations – Must be submitted in writing by email.

Individuals & Small Groups (1-8 pax) – >60 days: Loss of 40% deposit – 59–31 days: 70% charge – 30–15 days: 90% charge – <14 days: 100% charge Groups (9+ pax) – >65 days: Loss of 40% deposit – 64–31 days: 70% charge – <30 days: 100% charge One-Day / Half-Day Tours – Non-refundable after booking. Early Departure – No refunds for unused services.

1. Prices – Final package price is presented before payment. No itemized cost breakdowns are available.
2. Plan-to-Go Deposit – A planning deposit may be charged. It is non-refundable but valid for rebooking within 12 months.
3. Changes to Reservations – Changes may incur additional costs and a fee of up to €200 depending on complexity and timing.
4. Refunds – Processed within 14 business days post-trip. – 3% processing fee applies. – Non-refundable: airfare, third-party services, missed services due to client’s actions.
5. Passports, Visas & Travel Documents – Clients must hold valid documents. Balkland is not liable for denied entry due to incorrect or missing documentation.
6. Insurance – Strongly recommended. Clients are responsible for coverage for cancellations, accidents, medical needs, and baggage issues.
7. Accommodations – Substitutions of equal or higher value may be arranged. Early check-in/late check-out may be available for a fee.
8. Transfers – Provided as stated in the itinerary. Balkland is not liable for missed transfers due to delays or client negligence.
9. Excursions – Subject to weather and operational changes. No refunds for missed excursions due to lateness or no-show.
10. Complaints – Report issues immediately on-site. – Formal written complaint required within 30 days post-trip. – Balkland is not responsible for issues caused by third-party providers or delays.
11. Responsibility – Balkland uses third-party suppliers. We are not responsible for losses, injuries, delays, or disruptions caused by them. – Clients assume risk when traveling to politically or environmentally unstable areas.

Service Denial Clause Balkland reserves the right to remove or refuse service to any participant whose behavior is disruptive, dangerous, or negatively impacts the group experience. Costs related to removal are the responsibility of the client. No refunds will be issued.

1. Disclaimer – Balkland is not liable for actions, inactions, or disputes between customers and third-party local providers.
2. Force Majeure Clause – Balkland is not liable for disruption due to natural disasters, wars, pandemics, strikes, or government actions.
3. Force Majeure Credits – Clients unable to travel due to Force Majeure may receive a credit valid for 12 months, provided third-party refunds are obtained.
4. Force Majeure Refunds – Refunds due to death or serious illness must be requested within 10 days of diagnosis and no less than 10 days before the trip.
5. Dispute Resolution – Disputes will first be addressed amicably. Unresolved disputes will fall under the courts in Sarajevo, governed by Bosnian law.
6. Promotional Release – Photos and videos taken during tours may be used for marketing unless you opt out in writing at the start of the tour. – Submitted reviews and media may be publicly visible unless stated otherwise.
7. Accessibility & Health Limitations – Travelers requiring special assistance must inform Balkland during booking. Travelers must be accompanied by a capable support person. Balkland staff cannot provide individual physical assistance.
8. AI Assistant Disclaimer – Balkland may use AI digital assistants to enhance the guest experience. These are for informational purposes only and should not replace official advice. Balkland is not liable for inaccuracies or decisions made based on AI-generated content.

Thank you for choosing Balkland. We look forward to welcoming you to the Balkans.