According to the local legislation from the Ministry of Foreign Affairs we notify that:
HoliYay Travel Agency as organizer of the Tours, guarantees the realization of the trip according to the itinerary description. The content of the trip will be fully realized and, in the manner, described except in the case of “force majeure” which could not be foreseen (war, terrorist actions, strike, natural disasters, traffic and technical problems in shipping etc.)
Travel application is made until the seats are filled, with an advance payment of the price indicated on each individual tour. Applications can be made online on our website or by visiting the head office of the travel agency.
At the moment of application / booking the customer pays 30% advance on the trip value and the remaining upon confirmation of the reservation by the reservation department but not later than 15 days prior to the realization of the arrangement. If the customer fails to pay the rest of the arrangement within that period, the organizer shall consider that the customer has cancelled the arrangement and will charge the cancellation fee in accordance with the requirements of the Article 6 ‘’Cancellation of Travel’’ by the customer. When making the reservation the customer signs Declarations / Contracts - I declare that I am familiar with the program and the Terms and Conditions of Travel, and that I fully accept them! thus making the Terms and Conditions of Travel a legal obligation for both the organizer and the passenger. When applying online, the customer indicates the box ”I agree with the terms and conditions”.
The price and availability are only guaranteed when a booking has been confirmed and payment is made. Prices for all trips are published in MKD and Euro with the obligation to pay in MKD equivalent according to the exchange rate published by the agency. Any requests for additional services involve additional payments. The agency reserves the right to change the price of the arrangement in the event of changes in the prices of hotel, transport and other services, as well as in the event of change in exchange rates. Price increase up to 10% do not require the consent of the customer (calculated on the remaining amount of the payment). In case of price increase more than 10%, the customer has the right to terminate the contract without an obligation to compensate the damage resulting from the cancellation.
If the passenger fails to notify the travel organizer in written form within the prescribed period that he is cancelling the contract, he shall be deemed to have accepted the new price. Additional announcements of travel price reductions (for example ‘’last minute discount”) will not apply to contracts already concluded and cannot be the basis for any objection or complaints made by the customer to the travel agency.
The offered hotels and apartments are described according to the official categorization at the time of publishing the catalog. The quality of services is standardized by local tourist authorities. The standards of accommodation and services are different according to the travel destination and do not compare. The organizer accepts no responsibility for any other oral or written information that is inconsistent with the description of the services in the tour offered. If the passenger has not contractually agreed in written form certain services, with additional features and quality, there is no reason to complain to the travel agency.
The organizer has the right to modify the program (in its duration or content) in case of force majeure or extraordinary circumstances which it could not foresee, avoid or remove. The travel participant is entitled to a refund of the amount of unrealized services. In rare cases where there is no possibility of accommodation in the reserved facility due to technical reasons or ‘’over booking’’ by the hotelier, the organizer will accommodate the passenger according to the possibilities at the given moment, in the same category or higher category facility, without any charge. The organizer reserves the right to postpone or cancel the arrangement in case of insufficient number of registered passengers from the set minimum for a certain arrangement. The Agency is obliged to notify all customers of the cancellation at least 5 days prior to the realization of the arrangement and to refund in full the funds paid within 8 days of the cancellation.
The traveler can cancel the trip at any time and it has to be in written form. The date of the written cancellation is the basis for calculating and collecting cancellation costs (in relation to the basic price of the arrangement), according to the following scale:
If the passenger withdraws from the arrangement after the commencement of the journey (during the journey or during the stay at the place of travel), due to events that result in the influence of ‘’force majeure” (military events, terrorist acts, natural disasters, accidents or similar), which neither the passenger nor the organizer could have foreseen, avoided, removed, the organizer bears no responsibility or obligation to refund for unrealized services unless the end-provider accepts and refunds the costs.
The agency is obliged to take care of the realization of the services and the selection of service providers with the attention of good organizer, and to take care of the interests of the passengers in accordance with the professional principles of tourism. The organizer is obliged to provide the passenger with all the services specified for the individual arrangement in the program, and is responsible for any failure to perform the services or part of the services. The organizer excludes all liability in the event of changes and non-performance of services caused by force majeure as well delays in the transport vehicles, to which the carrier fails to comply with applicable regulations and international conventions.
The agency does not accept any responsibility if the diplomatic-consular mission refuses to issue an entry visa or is late in issuing a visa, or if the immigration department of a foreign country does not grant entry to a particular passenger, or for any other consequences arising out of the eventual irregularity, or loss of passenger’s travel documents. In these cases, the passenger pays the additional costs by himself.
A. EXCURIONS AND SPECIAL REQUESTS:
Excursions are additional service to the arrangements and are paid separately. Availability and prices of the excursions depend on the moment of the booking. Therefore, customers are advised to make the reservation and payment before the realization of the arrangement. If the customer has special requests, the agency should be informed before the realization of the arrangements.
Our promise to you is that we will not inundate you with our newsletters or emails. We will only send information when we have specials to share or information about new Tours, new Adventures and Events and/or informative updates in the industry. By accepting our Terms and Conditions you accept to receive our Newsletter correspondence. You may unsubscribe at any time via the link at the bottom of our emails
C. CUSTOMER SUPPORT:
We provide access to customer support. This service is available to make changes to current reservations, cancellations and support in emergency situations. We will do our very best to ensure your experience is positive however we are not responsible for the customer service experience directly, outcomes or terms and conditions implied by the supplier’s rules and regulations.
D. TRAVEL INSURANCE:
Travel Insurance is strongly recommended. It should be taken out when you pay the deposit. The travel insurance must be comprehensive and must cover accidents, injury, illness and death, medical and hospital expenses, including any related to pre-existing medical conditions, emergency repatriation (including helicopter rescue and air ambulance where applicable) and personal liability. It is recommended that the travel insurance covers loss of deposit, cancellation, curtailment and loss of personal property.
The passenger is obliged to ensure that he/she personally, his/her documents and objects meet the requirements of the border, customs, health and other regulations of his/her country as well as the country in which he/she travels, to abide by the house rules in the hotel establishments as well as in the means of transport, and to cooperate with the representative of the organizer and service providers. In case of non-compliance with these regulations, the passenger shall be liable to the organizer for the damage done. Passengers who purposely disturb the order in the objects or vehicles shall be removed from the arrangement. The passenger is obliged to hold a valid passport and to get information from the organizer whether the country in which he/she travels (or the countries in which he/she is in transit) requires a visa in order to provide it in a timely manner. The passenger is obliged to get information about the exchange rates and customs regulations in his/her country and the countries where he/she travels. The passenger is obliged to keep and personally hold, all his/her documents, cash and personal luggage throughout the journey. The travel agency bears no responsibility for the passenger’s personal belongings.
The carriage of passengers by air is govern by the international rules of air traffic as well as by the rules of the airline hired by the travel agency. All air travel on scheduled routes involves economy class passenger transport. The inconsistency of the personal data given to the travel agency with the passenger’s passport data (for example passenger’s giving short and incomplete names) often has the consequences of writing new airline tickets at the expense of the passenger, or declaring them irregular during the trip has serious consequences for the passenger.
The passenger is responsible for his/her airline ticket from the moment he/she receives it from the airport guide or agency officer. There is no possibility of issuing a duplicate ticket or boarding ticket. Passenger bears the full consequences of their loss or loss during the journey.’
9a. Transport by Bus and Bus Transfers
Bus and bus transfers are carried out on standard tourist buses in accordance with the regulations and criteria in force in the countries in which the bus carrier hired by the travel agency is registered. As a rule, there is no pre-arranged seating for passengers, nor a fixed way of changing seats by day during the bus trip. Exceptions might be individual bus trips; and in such cases this trip is governed by special provision in the trip program itself.
In the event of a bus delay due to weather conditions, emergency traffic conditions, excessive delays on the borders, breakdowns or the like, the travel agency is not responsible for any eventual delays. The provisions relating to ship and rail trips are set out in the travel programs, which provide for the use of these means of transport. The organizer bears no responsibility for any unintended side effects.
The passenger is entitled to luggage. Airline rules apply to the airline luggage, usually free luggage up to 15kg for charter flights and 20kg for regular airlines. For low budget airlines the free baggage varies. Free bus luggage (up to 20kg) per passenger is available at the bus charter service. For each kilogram of luggage or travel bag over the permitted, it is paid depending on the travel destination. Children up to 2 years in the airline transport and children who do not pay a bus ticket are entitled to free luggage in accordance with the international rules. The importation of commercial goods, food, beverages, medicines, narcotics, chemical and other flammable substances, weapons, animals, plants, packaging and similar items is prohibited. When loading and unloading luggage from the vehicle, the passenger in person shall be liable for it. During the realization of the arrangement the passenger takes care of its luggage. We therefore recommend to make a Travel Insurance policy with Luggage Insurance through an Insurance Company or through the Travel Agency. The organizer is not responsible for a damaged or lost luggage, or valuables while staying at the hotel.
The passenger is obliged to get information from the competent health care institution and to comply with the health regulations for travel to a particular country (need of vaccine or health document). In the event of illness or accident during the use of the arrangement, the cost of treatment or any medical interventions bears the passenger himself. We therefore recommend before traveling to make a Travel Insurance Policy through your Insurance Company or through the Travel Agency. The organizer DOES NOT assume any responsibility for passengers/participants for any adverse events, injuries, accidents, etc. during the trip.
If the traveler-leaseholder has not arranged a room/apartment with special features, he /she will accept any officially registered room/apartment for accommodation in the agreed facility, described in the catalog and price list. If possible, the organizer will attempt to respond to passenger’s additional requirements (comfort, room orientation, floor, etc.) but cannot guarantee the fulfillment of such requirement. The usual check-in time in the rooms is at 2:00 pm, leaving the rooms until 10:00 am (unless otherwise stated in the house rules).
If any dispute arises in relation to the reservations made or any other aspect of the agreement between the traveler and the agency they will be governed by and interpreted in accordance with the applicable Laws of North Macedonia and will be managed by the competent Court Skopje 1.
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I have read, understand and agree to these Terms and Conditions.