These general travel conditions are part of every contract for a holiday organised by Travel agency EURO SAVA DOOEL Skopje, Dame Gruev 16, local 3, DTC Paloma Bjanka, 1000 Skopje, North Macedonia (the "Organiser", "Eurosava"). The person who books, and everyone they book for, is the "Traveller". The conditions follow the Law on Obligations, the Law on Tourism Activity and the Law on Consumer Protection of the Republic of North Macedonia. Where a mandatory rule of law gives the Traveller more rights than these conditions, that rule applies.
1. The contract and the travel programme
(1.1) The contract is made when the Traveller books in an office, through a partner agency or on the website, and the Organiser confirms the booking. Booking online, the Traveller confirms that they have read and accept these conditions for themselves and for all persons in the booking.
(1.2) The details of the travel programme or offer (dates, hotel, room, board, transport and price) are binding and are part of the contract, together with any later change agreed by both sides.
(1.3) The holiday is carried out as described, except where force majeure or extraordinary circumstances that could not be foreseen, avoided or removed make this impossible. In that case the Organiser may change the programme as far as necessary. The Traveller is refunded for services that were not provided.
(1.4) Hotels and apartments are described by their official category in the destination country at the time the offer is published. Standards of accommodation and service differ between countries and cannot be compared.
(1.5) If no room with special features was agreed, the Traveller is given any officially registered room of the booked type in the booked hotel. The Organiser passes on special wishes (floor, view, position, neighbouring rooms) but cannot guarantee them unless they are confirmed in writing. Rooms are normally available after 14:00 on arrival and are left by 10:00 on departure, unless the hotel's rules say otherwise.
(1.6) If the booked hotel cannot accommodate the Traveller (technical reasons, overbooking by the hotel), the Organiser provides accommodation of the same or a higher category in the same resort, at no extra cost to the Traveller. If only a lower category is available, the Traveller may accept it with a refund of the difference in price, or refuse it and be refunded for the services not used.
2. Price
(2.1) The price includes the services listed in the programme or offer. Extras chosen by the Traveller and the online payment fee are shown before the booking is completed.
(2.2) After the contract is made, the Organiser may raise the price only because of a change in the exchange rate or in the tariffs of carriers (including fuel), airport and similar charges that affect the price, and not later than 20 days before departure. The Organiser informs the Traveller in writing with the calculation.
(2.3) If the increase is more than 10% of the agreed price, the Traveller may cancel the contract without any cancellation cost and is refunded everything paid.
(2.4) Reductions published later (last minute, special offers and similar) do not apply to contracts already made.
3. Booking and payment
(3.1) When booking, the Traveller pays a deposit of 30% of the total price, unless the programme or offer states otherwise. The remaining amount is paid after the booking is confirmed, at the latest 15 days before departure or within the term stated in the programme.
(3.2) If the remaining amount is not paid in time, the Organiser reminds the Traveller. If it is still not paid, the Organiser may treat the booking as cancelled by the Traveller and charge the cancellation costs of section 4.
(3.3) A Traveller who cannot travel may transfer the booking to another person who meets the conditions for the trip, by telling the Organiser in good time before departure. The Traveller and the new traveller are together liable for the unpaid price and for the real costs of the transfer (for example a change of name on a ticket).
(3.4) Prices are shown in euro. Payments in the Republic of North Macedonia are made in denars, as described in the Payment terms.
4. Cancellation by the Traveller
(4.1) The Traveller may cancel the contract at any time, in writing (letter, email or in an office). The day the Organiser receives the cancellation is the basis for the cancellation cost.
(4.2) If the programme or offer states its own cancellation terms, those apply. For tickets of scheduled airlines and for bus tickets, the rules of the carrier apply; some tickets cannot be changed or refunded.
(4.3) Bookings made at a reduced price (early booking, last minute, special offers) cannot be cancelled without cost: the cancellation cost is 100% of the price, unless the offer states otherwise or the Traveller bought the cancellation cover offered with the booking.
(4.4) Where neither the offer nor paragraph (4.3) applies, the cancellation cost is:
| Cancellation received | Cost, of the total price |
|---|---|
| 60 to 45 days before departure | 5% |
| 44 to 30 days before departure | 10% |
| 29 to 20 days before departure | 20% |
| 19 to 15 days before departure | 40% |
| 14 to 10 days before departure | 80% |
| 9 to 6 days before departure | 90% |
| 5 days or less, no-show, or during the trip | 100% |
(4.5) For cruises, long-distance trips, school and student trips, congresses and seminars, the cancellation terms of the programme or of the service provider apply; the Traveller is told them before booking.
(4.6) For a cancellation earlier than 60 days before departure, or a change of date that the Organiser can make, an administrative cost of €10 per booking is charged.
(4.7) If the Traveller cancels before departure for a reason they could not foresee, avoid or remove (illness, injury or death of the Traveller or a close family member, a natural disaster, a call from a state authority), shown by a document of the competent body, or if a replacement traveller is found, the scale above is not applied. The Organiser is then entitled only to the costs it actually had and cannot recover from the service providers.
(4.8) If the Traveller ends the holiday after it has started, the full price is kept, less whatever the service providers refund for services not used.
5. Cancellation and changes by the Organiser
(5.1) If the Organiser cancels the holiday before departure for a reason that is not the Traveller's fault, the Traveller may choose another holiday of the same or higher quality at no extra cost, a holiday of lower quality with a refund of the difference, or a full refund of everything paid within 15 days.
(5.2) The Organiser may cancel the contract, wholly or partly, without liability for damages, if extraordinary circumstances arise that could not be foreseen, avoided or removed and that would have been a justified reason not to make the contract. If this happens before departure, the Traveller is refunded in full. If it happens during the trip, the Organiser is entitled to a fair payment for the services provided and takes the necessary steps to protect the Traveller's interests, including the return journey.
(5.3) The Organiser may cancel a holiday if the minimum number of travellers stated in the programme is not reached. It informs every Traveller at least 5 days before departure and refunds everything paid within 8 days.
6. Responsibilities of the Organiser
(6.1) The Organiser provides the services of the contract with the care of a good organiser, and chooses the carriers, hotels and other providers with that care. It holds the licence and the insurance cover required for travel agencies by the Law on Tourism Activity.
(6.2) The Organiser answers for damage caused by full or partial failure to provide the agreed services, according to the law. It is not liable where the failure is caused by the Traveller, by a third person not connected with the services, or by force majeure and events that could not be foreseen or prevented.
(6.3) For services provided by carriers and hotels, liability is limited as set out in the international conventions and laws that apply to those services.
(6.4) The Organiser gives general information about passports and visas. The Traveller is responsible for holding valid travel documents and for meeting the entry rules of the destination. The Organiser is not liable where a Traveller is refused entry or cannot travel because of their documents.
(6.5) If the Traveller is in difficulty during the trip, the Organiser gives appropriate help. If the difficulty was caused by the Traveller, the Organiser may charge its real costs for that help.
7. Responsibilities of the Traveller
(7.1) The Traveller pays the agreed price on time and gives correct and complete details for everyone in the booking, exactly as in the passports. Costs caused by wrong details are paid by the Traveller.
(7.2) The Traveller makes sure that their documents and luggage meet the border, customs, health and currency rules, and looks after their documents, money and belongings during the trip.
(7.3) The Traveller follows the house rules of the hotel and the rules of the carrier, and cooperates in good faith with the Organiser's representative and the service providers. A Traveller who seriously disturbs order may be excluded from the service by the provider, without a right to a refund.
(7.4) The Traveller is liable for damage they cause to the hotel, the carrier, other travellers or the Organiser.
8. Transport and luggage
(8.1) Carriage by air is governed by the national and international rules of air transport and the rules of the airline. Flight times are set by the airline and may change; the Organiser informs the Traveller of changes it is told of. The Traveller's rights in case of delay, cancellation or denied boarding are those given by the regulations on air passengers' rights.
(8.2) Carriage by bus and transfers are provided with tourist buses under the rules of the country where the carrier is registered. Seats are assigned by the Organiser unless the programme allows a seat to be reserved.
(8.3) Luggage is carried within the allowance stated in the programme or by the carrier. Goods for trade, dangerous or flammable substances, weapons, narcotics and other items forbidden by law may not be carried.
(8.4) Lost, delayed or damaged luggage must be reported to the carrier at once, at the airport, with a written report. The carrier is liable within the limits of the rules that apply to it. The Organiser helps the Traveller with the claim. Valuables left unattended are the Traveller's own risk.
9. Individual arrangements and single services
(9.1) Where the Organiser only arranges single services of other providers at the Traveller's request (a hotel, a ticket, a transfer), it acts as an intermediary and the terms of that provider apply. The Traveller is told those terms before booking.
(9.2) For individual arrangements the Traveller pays a booking deposit of at least €50 in denars. It is counted in the price when the booking is confirmed, returned in full if the Organiser cannot confirm it, and kept if the Traveller cancels a confirmed booking.
10. Health and travel insurance
(10.1) The Traveller checks the health rules for the destination (vaccinations, health documents) before the trip.
(10.2) Medical costs during the trip are paid by the Traveller. We strongly recommend travel health insurance, and insurance for luggage and for cancellation; they can be bought with the booking or in our offices.
11. Personal data
(11.1) The Organiser processes the Traveller's personal data only as far as needed to carry out the contract and to meet its legal duties, as described in the Privacy policy, under the Law on Personal Data Protection.
12. Complaints
(12.1) A service that is missing or not as agreed should be reported at once, on the spot, to the Organiser's representative or to the service provider, so that it can be put right during the holiday. The Traveller cooperates in good faith in finding a solution.
(12.2) If the problem is not solved on the spot, the Traveller and the representative or the service provider write and sign a short report.
(12.3) A written complaint is sent to the Organiser within 8 days after the end of the trip, to an office or to info@eurosava.com, with the report and any receipts for extra costs.
(12.4) The Organiser answers in writing within 14 days of receiving the complaint. If it needs more time to check the facts with the service provider, it tells the Traveller and answers within 30 days at the latest.
(12.5) For a service that was not provided or not provided as agreed, the Traveller is entitled to a reduction of the price in proportion to that service, and to compensation where the law provides for it.
(12.6) These rules do not limit the Traveller's right to turn to the State Market Inspectorate, to a consumer organisation, to mediation or to the court.
13. Right of withdrawal
(13.1) Under the Law on Consumer Protection, the 14-day right to withdraw from a contract made at a distance does not apply to accommodation, transport and leisure services provided on a specific date or in a specific period. A holiday booked online can therefore be cancelled only under sections 4 and 5.
14. Disputes
(14.1) The Organiser and the Traveller try to settle any dispute by agreement. If they cannot, the competent court in Skopje decides, under the law of the Republic of North Macedonia, without affecting the rights consumers have under mandatory law.
Last updated: October 2026. The conditions in force on the day of booking apply to that booking.