Please read these carefully before you book.
1. Your curated tour contract with Sincerelu Macedonia LLC
Your contract with Sincerelu, Macedonia is subject to the following Terms and Conditions. When you complete our booking process, you and any other person on whose behalf you book confirm that you have read and understood these Terms and Conditions and agree to accept them. You also agree that all information given by you is complete and true.
The contract is between Sincerelu, Macedonia and the client — all people named on the booking as travelling or intending to travel. The person making the booking warrants that they have full authority to do so on behalf of all people named, and confirms that all such people are fully aware of and accept these conditions.
2. Bookings & payments
Your booking will be considered valid only by an advance payment of 100% of the total cost of the selected tour. This payment confirms that the client has read and accepts these booking conditions and the risks involved in the tour. You can pay by online payment with credit or debit card (Visa and Mastercard).
As soon as your payment is received we email your booking confirmation to the address you gave us, and the tour itself is provided on the date you booked, starting from the meeting point and time set out in that email.
3. Changes by you
A change of departure date and/or services must be requested in writing by the person who made the original booking. You can change your travel plans up to 30 days before departure free of charge. Less than 30 days before departure we will charge a change fee of €30 per booking. Less than 15 days before departure it won't be possible to make changes. Cancellation costs may arise for the parts that you change, and while every reasonable effort will be made, availability cannot be guaranteed.
4. Changes by us
While Sincerelu, Macedonia will do its best to operate all components as advertised, by accepting this contract the client accepts that it may prove necessary to vary an itinerary due to prevailing local conditions. Sincerelu, Macedonia reserves the right to cancel or change any of the facilities, services or prices described (e.g. transport, accommodation, hikes or other arrangements) and to substitute alternatives of comparable value without compensation.
If a major change becomes necessary we will inform the client as soon as reasonably possible. When a major change is made the client may accept the change, purchase another available component within 7 days of notification, or cancel and obtain a full refund — provided the major change is not because of force majeure.
Force Majeure includes war, threat of war, riot, civil strife, industrial dispute, terrorist activity, natural or nuclear disaster, disease, fire, adverse weather, technical problems with local transport or our vehicles, changes imposed by the cancellation or rescheduling of flights, and other similar events beyond our control. Costs incurred due to force majeure (transport, accommodation, food and similar) are passed to the client as local surcharges.
5. Cancellation by you
The client may cancel at any time provided the cancellation is made in writing. Cancellation charges are calculated from the day written notification is received:
Standard tours
- More than 30 days before departure: full refund of the tour price.
- Less than 30 and more than 15 days before departure: refund of 50%.
- 15 days or less: no refund.
Custom tours
- More than 60 days before departure: full refund.
- More than 30 and less than 60 days before departure: refund of 20%.
- 30 days or less: no refund.
6. Cancellation by us
Sincerelu, Macedonia reserves the right to cancel in any circumstances, but will not cancel less than 1 week before the start, except for force majeure, the client's failure to make required payments, or failure to meet the age requirements. Unless the client fails to pay the balance, on cancellation we will return the whole amount paid (excluding administration charges) or offer an alternative of comparable standard.
For a Force Majeure Event affecting your destination, we can offer a choice of a 100% credit for the amount paid, or a 100% refund. In the event of any cancellation there is no claim for damages by either party, and we are not responsible for incidental expenses such as visas, vaccinations, insurance excess or non-refundable flights.
7. Travel insurance
Travel insurance is mandatory for all clients. Clients and their property are at all times at their own risk, and are responsible for arranging their own insurance covering medical expenses and cancellation. We are happy to suggest a suitable policy. Proof of adequate insurance and flight details are requested 7 days before the trip; failure to provide this will result in the client being prevented from joining without refund.
8. Passports, visas and vaccinations
It is the client's responsibility to hold a valid ID, passport, visa permits, vaccinations and preventative medicines required for the trip.
9. Participation and client responsibility
All clients must ensure they are fit and able to complete the itinerary, and accept that our trips constitute "Adventure Travel" — facilities may not be to the standards they are accustomed to at home.
Clients agree to accept the authority and decisions of our employees, tour leaders and agents. If, in the opinion of such a person, the health or conduct of a client appears likely to endanger the safe, comfortable or happy progress of a trip, the client may be excluded, at their own expense and without refund.
10. Local laws
All participants are expected to obey the laws and regulations of the countries visited; any failure to do so relieves Sincerelu, Macedonia of all obligations under these booking conditions.
11. Illness, disability and/or allergies
Anyone with an illness, disability or allergy, or undergoing treatment for any medical condition, must declare its true nature at the time of booking and plan for any medication required during the trip. Failure to disclose constitutes a breach of these conditions and may result in exclusion, in which case all money paid will be forfeited.
12. If you have a complaint
In the event of incomplete or poor-quality service, the user has the right to appropriate compensation only if a written complaint is submitted to the organizer. The user must first report any inadequate service on the spot to the organizer's representative or service provider, and cooperate in good faith to resolve it. If the cause is not eliminated, a written confirmation (minutes) should be drawn up together with the representative.
No later than 8 days after the end of the arrangement, the user must submit a written complaint at the point of sale, attaching the signed minutes and any receipts. The organizer processes only fully documented complaints submitted within this period, and will deliver a written decision within 14 days of receipt. The maximum compensation may reach the amount of the disputed portion of the services, but may not include services already used nor the total price of the arrangement.
13. Our responsibilities
Our trips are designed to expose participants to the true nature of the environment visited and therefore involve an element of personal risk over those associated with normal "package travel". All bookings are accepted on the understanding that such risks are accepted by the client.
a) Where the client does not suffer personal injury, we accept liability if any part of the arrangements is not supplied as described or is not of a reasonable standard, and will pay reasonable compensation — but will pay none where there has been no fault on our part, or the cause was force majeure, the client's fault, a third party, or could not have been foreseen or avoided.
b) Where the client suffers death or personal injury as a result of an activity forming part of the arrangements, we accept responsibility unless there has been no fault on our part and the cause was force majeure, the client's fault, a third party, or factors we could not have anticipated or avoided even with all due care.
14. Photographic release
Sincerelu, Macedonia reserves the right to take photographic or film records on its trips. By accepting these Terms, clients accept that such records may be used for promotional and/or commercial purposes, or joint marketing projects with third parties, without remuneration.
15. Website & advertising accuracy
Information on our website and in other material is believed correct at the time of publication. Errors may occasionally occur and information may change, so please check all details of your chosen tour (including the price) with us at the time of booking.
16. General
This website is operated by a Macedonian entity and this Agreement is governed by the laws of the Republic of North Macedonia. You consent to the exclusive jurisdiction of the courts in Skopje for all disputes relating to the use of this website. No joint venture, partnership or employment relationship exists between you and Sincerelymacedonia.com as a result of this Agreement. The company is subject to Regulation (EC) No 261/2004 on air-passenger rights, as transposed and applied in North Macedonia.
17. Company information
SINCERELU MACEDONIA DOO Skopje
Registered office: St. Naroden Front 19 / Floor 1 – 36A, Skopje – Center
Company registration number: 7842791
VAT number: 4080025630856
18. Bank account information
SINCERELU MACEDONIA DOO
Bank: NLB – Skopje
MKD payments account: 210078427910109