GENERAL TERMS AND CONDITIONS OF TRAVEL SERVICES PROVIDED BY TRAVEL TWITCH DMC

1. DEFINITIONS

For the purpose of these GTC:

• Agency – Travel Twitch DMC d.o.o.
• Client – the person entering into the Contract for themselves and/or on behalf of other Travelers.
• Traveler – each person entitled to travel under the Contract.
• Booking Fee – non-refundable administrative fee for itinerary preparation and booking processing.
• Itinerary – the pre-contractual document detailing services, pricing, and relevant information.
• Unavoidable and Extraordinary Circumstances – events beyond the Agency’s control, such as natural disasters, war, strikes, or epidemics.

2. BOOKING AND CONTRACT FORMATION

A booking may be made in person, online, or by email.

The Contract becomes valid upon receipt of the Booking Fee and a 30% deposit. Both payments confirm acceptance of the Itinerary and these GTC.

The Booking Fee represents payment for services rendered and is therefore non-refundable once initiated.

Final payment is due no later than 60 days prior to departure, unless otherwise stated. Failure to pay within the deadline constitutes cancellation by the Client, subject to termination fees as set out below.

3. PRICE AND CONTENT OF PACKAGE

The package price includes only services listed in the Itinerary. Prices are per person, based on double occupancy, unless stated otherwise.

Exclusions include airfare, visas, unlisted meals, and personal expenses. Optional activities or upgrades are subject to separate terms.

4. PRICE ADJUSTMENTS

The Agency may increase or decrease package prices up to 20 days before departure due to:

• changes in transport or fuel costs,
• changes in taxes or government-imposed fees,
• currency exchange rate fluctuations.

Price increases up to 8% are automatically accepted. If higher, the Client may cancel within 2 days of notice and obtain a full refund, less the Booking Fee.

If relevant cost factors decrease, the Client is entitled to a corresponding price reduction.

5. PAYMENT TERMS

Payments are made in EUR by bank transfer or approved online platform. All bank charges are borne by the Client.

Late payments accrue 15% annual default interest.

Unpaid balances may result in cancellation of services without further notice.

6. CANCELLATION AND REFUND POLICY

Cancellations must be submitted in writing. Unless otherwise agreed:

No-shows and unused services are non-refundable.

The stated fees reflect genuine pre-estimated losses and supplier commitments, not penalties.

Bookings for July–August are subject to strict supplier terms and are generally non-refundable except for proven extraordinary circumstances.

7. AMENDMENTS AND TERMINATION BY THE AGENCY

The Agency may amend the Contract before departure if changes are minor.

Significant changes entitle the Client to terminate the Contract without penalty.

In case of force majeure preventing performance, the Agency will refund recoverable sums only.

8. PERFORMANCE AND LIABILITY

The Agency ensures proper performance of package services but is not liable for events caused by third parties, Travelers, or unavoidable circumstances.

Liability is limited to the total price paid by the Client, except for death, personal injury, or intentional misconduct.

The Agency is not responsible for indirect or consequential losses, including lost enjoyment or profit.

9. OBLIGATIONS OF THE CLIENT AND TRAVELERS

The Client must ensure that all Travelers:

• possess valid passports, visas, and insurance,
• comply with laws, customs, and supplier rules,
• respect conduct standards and avoid reputational harm.

The Agency reserves the right to exclude any Traveler for misconduct without refund.

10. HEALTH AND TRAVEL REQUIREMENTS

Travelers are solely responsible for complying with vaccination, entry, and health regulations for their destination.

The Agency bears no liability for travel restrictions or denied entry resulting from non-compliance.

11. ADDITIONAL COSTS

All incidental expenses (mini-bar, extra meals, hotel deposits, etc.) are the Traveler’s responsibility.

Clients are liable for damages caused by Travelers during the trip.

12. COMPLAINTS PROCEDURE

Complaints must be reported immediately on-site and, if unresolved, submitted in writing within 14 days of trip completion.

Late claims are invalid.

The Agency will respond within 15 days. Any approved refund shall not exceed the value of the disputed service.

13. PERSONAL DATA PROTECTION

The Agency processes personal data in compliance with GDPR (EU) 2016/679 and Montenegrin law.

Data is used solely for contractual purposes and may be shared with suppliers where necessary.

Marketing consent may be withdrawn at any time by contacting discover@thetraveltwitch.com.

14. INSURANCE

The Agency maintains insolvency and professional liability insurance per Montenegrin law.

Travelers are encouraged to purchase comprehensive travel insurance covering medical, cancellation, and personal liability risks.

15. SUBCONTRACTING AND SUPPLIERS

The Agency may subcontract services to verified third-party suppliers.

The Agency is not liable for acts or omissions of such suppliers beyond reasonable due diligence obligations.

16. FORCE MAJEURE

In cases of war, pandemic, strike, natural disaster, or other events beyond its control, the Agency may amend or cancel services without liability other than refunding recoverable costs.

17. ELECTRONIC COMMUNICATIONS

All confirmations, notices, and correspondence may be transmitted electronically and shall be deemed received upon dispatch to the last known email address.

18. DISPUTE RESOLUTION AND JURISDICTION

The parties agree to first attempt mediation through the Montenegro Chamber of Commerce.

Failing amicable resolution, disputes shall be governed by Montenegrin law.

For commercial clients, jurisdiction lies exclusively with the courts of Podgorica, Montenegro.

For consumer clients domiciled in the EU, proceedings may also be brought in their country of residence.

19. FINAL PROVISIONS

Amendments must be made in writing. Invalidity of one clause shall not affect others.

The Agency may update these GTC by publishing new versions on its website.

ANNEX 1: SUMMARY OF KEY TRAVELER RIGHTS UNDER EU PACKAGE TRAVEL DIRECTIVE 2015/2302

Travelers have the right to:

• receive essential information before concluding the Contract,
• transfer their booking to another person with reasonable notice,
• request remedies for non-performance,