General Terms and Conditions by Caeli Travel
Welcome to Caeli Travel, a licensed tour operator (License No. 658) based in Podgorica, Montenegro.
These Terms & Conditions outline the basis upon which we design and deliver our bespoke travel experiences. By confirming a booking with Caeli Travel, you agree to the terms set forth below.
1. Booking Instructions and Conditions
Reservations and payments can be made directly via email, telephone, through your travel agent, booking partner or by our contact form and questionnaire.
As each trip is individually curated, we recommend confirming your reservation at the earliest opportunity to secure preferred dates and availability.
All tours are privately tailored for individual travelers or groups, and pricing is quoted per person.
To secure your booking, a 30% deposit is required within 3 days of receiving our booking confirmation. This deposit will be deducted from the final balance, which must be settled between 14 and 30 days prior to departure.
Payment schedule
In case of trips longer than 2 days, Caeli Travel requires 100% payment of the total amount 4 weeks prior to the planned trip.
In case of day trip the amount must be paid 2 weeks prior to the trip.
Changes to Booking
Should you wish to adjust your itinerary or travel dates, we will do our utmost to accommodate your request.
Please note that changes are subject to availability and may incur additional costs, including supplier-imposed charges and administrative fees.
Payment Methods
Payments may be made via wire transfer, credit card, or cash.
A 21% VAT is applicable to all prices
Prices are quoted in EUR; any exchange rate differences or conversion fees remain the responsibility of the client
A 4% processing fee applies to credit card payments via payment link
Accepted cards: Visa, MasterCard, Maestro
Your reservation is considered confirmed upon receipt of payment.
2. Cancellation of the Tour by the Client
We understand that plans may change. Should you need to cancel your journey, the following conditions apply:
The 30% deposit is non refundable.
Where elements of your itinerary involve third-party providers, their respective cancellation policies may apply.
Third-Party Suppliers and Cancellation Terms
To deliver exceptional experiences, Caeli Travel collaborates with a network of carefully selected partners, including hotels, transport providers, guides, and experience hosts.
Cancellation terms for these services are subject to the conditions of each supplier. Where supplier policies are more restrictive than those of Caeli Travel, those terms will prevail.
Any non-refundable costs incurred by third-party providers will be retained and cannot be refunded by Caeli Travel, irrespective of the reason for cancellation.
By confirming your booking, you acknowledge that portions of your itinerary may be non-refundable due to supplier conditions.
Medical Cancellation
In the event of illness or accident, a valid medical certificate must be provided.
Up to 21 days before departure: 70% refund
Less than 21 days: no refund applies
Refunds, where applicable, are processed within 14–30 business days following confirmation of cancellation.
3. Cancellation of the Tour by Caeli Travel
Caeli Travel is entitled to cancel the tour if the deposit or the final payment is not received on time or for emergency cases.
In such instances, the above-mentioned cancellation costs are imposed.
Exceptional Circumstances
In rare cases involving serious emergencies affecting the company (such as accident or death within the immediate team or family), Caeli Travel reserves the right to cancel services at short notice. In such cases, a full refund will be issued.
Minimum Participation
Certain experiences may require a minimum number of participants. Should this not be met, we reserve the right to cancel or offer suitable alternatives. If alternatives are not accepted, refunds will be issued minus any costs already incurred.
4. No-Show policy
In the event of a no-show at the agreed time and location, Caeli Travel cannot be held responsible for missed services. The full cost of the booked experience will be retained.
5. Insurance and Travel Responsibility
Clients are responsible for arranging appropriate travel, health, and accident insurance, including coverage for any planned activities.
Guests are also responsible for ensuring that all travel documentation, including passports, visas, and health requirements is valid and in order prior to departure.
Caeli Travel cannot be held responsible for denied boarding, entry, or participation due to incomplete or incorrect documentation.
6. Liability Disclaimer
Caeli Travel acts as a tour operator and organizer, responsible for delivering the services outlined in your itinerary.
Certain elements of your journey are carried out by independent suppliers. While we carefully select our partners, we cannot accept liability for acts or omissions beyond our control.
Caeli Travel and its partners shall not be held responsible for:
Delays or schedule changes
Overbooking by third-party providers
Weather conditions or natural events
Illness, strikes, or government restrictions
Any associated costs or losses arising from such events are the responsibility of the client.
Personal belongings remain at the client’s risk throughout the journey.
To the fullest extent permitted by law, Caeli Travel’s liability for property damage or financial loss is limited to twice the total program price per person.
We reserve the right to decline, accept, or remove any participant, and to modify itineraries where necessary to ensure safety and quality.
The issued travel agreement constitutes the sole contract between Caeli Travel and the client.
7. Force Majeure
In circumstances beyond our control, including but not limited to natural events, weather conditions, government restrictions, pandemics, or other unforeseen disruptions, Caeli Travel shall not be held liable.
Where possible, refunds will be issued to the extent that costs have not been incurred with third-party providers.
Travel Advisory and Voluntary Cancellation
Force majeure applies exclusively to circumstances where travel becomes objectively impossible, unlawful, or officially restricted by governmental authorities.
Personal concerns related to safety, including fear of travel due to war, conflict, political instability, or similar events in a destination or nearby region, do not constitute force majeure where travel services can still be safely and legally provided.
Any decision by the client not to travel based on personal perception of risk, preference, or discomfort shall be treated as a voluntary cancellation, and the standard cancellation terms will apply in full.
Caeli Travel may, at its sole discretion, offer alternative arrangements, postponements, or travel credits where feasible. However, any costs incurred by third-party suppliers remain applicable and are non-refundable.
Postponement and Travel Credit
Postponement or travel credit may be considered by Caeli Travel in cases where a client is unable to travel due to unforeseen circumstances, including personal emergencies or exceptional situations, provided that such request is made no later than 14 days prior to the scheduled travel date.
Requests made within 14 days of departure will be treated as cancellations and subject to the standard cancellation terms.
While all cancellations remain subject to the agreed terms and conditions, Caeli Travel may, at its sole discretion, offer the possibility to postpone a journey or provide a travel credit.
Any such arrangements are subject to availability, applicable rate changes, and the conditions of third-party suppliers.
Where approved, payments already made may be applied toward a future booking within a period of 12 months from the original travel date.
Please note that any non-refundable costs incurred by third-party suppliers will be retained and may be deducted from the transferable amount.
Any price differences resulting from changes in travel dates, seasonal rates, or supplier pricing will be payable by the client.
The provision of postponements or travel credits is not guaranteed and will be assessed on a case-by-case basis at the sole discretion of Caeli Travel.
8. Applicable Law and Jurisdiction
All legal relationships between the client and Caeli Travel are governed by the laws of Montenegro.
The exclusive place of jurisdiction is Podgorica, Montenegro.
9. Company Information
Caeli Travel - Licensed Tour Operator
License No. 658, Podgorica, Montenegro
