General conditions of purchase

User privacy protection

On behalf of the website, we undertake to protect the privacy of all our customers. We collect only the necessary, basic data about customers/users and data necessary for business and user information in accordance with good business practices and with the aim of providing quality service.

We give customers choices including the ability to decide whether or not they want to be removed from mailing lists used for marketing campaigns. All user/customer data is strictly stored and is available only to employees who need this data to perform their work. All employees of the company Kuća potojana are responsible for respecting the principles of privacy protection.

Privacy Policy

This policy describes the information and privacy practices that apply on the website, the occasions and events where information is collected by or on behalf of Kuca putojana. When you submit your personal information to us, you consent to the practices of using the information as described in this policy.

Protection of confidential transaction data

When entering payment card data, confidential information is transmitted via a public network in a protected (encrypted) form using the SSL protocol and the PKI system, as currently the most modern cryptographic technology. Data security during purchases is guaranteed by the payment card processor, ChipCard ad Beograd, so the entire payment process is carried out on the ChipCard website. Payment card information is not available to our system at any moment.

Types of notification to users for promotions

  • * Advertisements
    * Leaflets
    * Newsletters
    * Postal letters
    * Catalogs
    * Mails

Types of information collected

The information that House of Travel can collect is:

* Your contact information (name, surname, postal and e-mail address, phone number)
* Billing and shipping information (credit card number, shipping address)

Information gathering

During the purchase or during the use of our services or services, we may ask you for your personal information. This can happen in the following cases:

* when registering a user account online
* when buying a plane ticket
* participating in sweepstakes, giveaways, surveys and research
* establishing contact through the website
* by participating in other activities of the House of Travel

Use of Information

The collected information is used in the following cases:

* filling out forms in requests for tickets or information
* organization and administration of the member club
* provision and provision of customer services
* organization and administration of prize games, giveaways, surveys and research
* conducting research and analysis
* sending information for marketing purposes
* performance of other business activities

Collecting information about or from others

If you provide us with information about other persons or if other persons provide information about you, it will be used strictly for the purposes for which it was provided. As an example of this type of information, we can specify a friend’s address to which the ticket will be delivered or a friend’s e-mail address that has been recorded via the “Recommend to a friend” option or via some other options.

Forwarding of Personal Information

House of Travel does not sell or rent your personal data to third parties.

House of Travel may need to pass on information to certain third parties, such as our agents, service centers or other representatives acting on our behalf. This action can be taken in the following cases:

* fulfilling user orders, ie. issuance of plane tickets
* sending marketing notifications
* delivery of plane tickets via e-mail
* maintenance of the membership club
* execution of user services
* conducting research, analysis or other inquiries
* sending regular postal or electronic messages
* credit card payment processing

Third parties, with whom the Travel House has a contract, are authorized to use the forwarded information exclusively for the purposes for which they were hired. As part of their contract with them, they are required to follow the privacy policies we have communicated to them and to take reasonable precautions to ensure the security of your personal information.

House of Travel will eventually be forced to forward personal data to valid judicial authorities, upon subpoena, to judicial investigators or otherwise as prescribed by law. We also reserve the right to report activities that we believe are illegal to investigative authorities. House of Travel may share certain personal information in the event that we believe that such action is reasonably necessary to protect the rights, property and safety of others and ourselves. Likewise, personal data may be transferred in the event of a corporate sale, integration, acquisition, dissolution or similar event.

The possibility of not accepting marketing activities

Once we have collected your information, we may send you marketing communications containing special offers, promotions, sales and other content. At any time, you have the option of opting out of future marketing communications from Travel House. To stop receiving marketing communications, please do one of the following:

* Follow the unsubscribe instructions in the marketing communications you receive sent from us.
* Through the Call Center by calling the phone number 060 41 00 227 (from Monday to Friday from 09:00 to 20:00)
* By sending an e-mail to the address with the subject “Unsubscribe”
* By sending a letter to the address:
House of Travel
Vozhdova 18
18,000 Nis

When sending e-mails and letters, please enter your full name, address, phone number, e-mail address and specifically indicate which type of marketing advertising (eg e-mail, direct mail) you do not want to receive. In this way, your identification in our system will be ensured in order to successfully process your request.

House of Travel will take the necessary steps to implement your request to stop receiving marketing communications. Please note that due to data processing, postal and system deadlines, this procedure may take 5 working days for e-mail messages and 2 weeks for direct mail. Until this change takes effect, you may still receive marketing communications from us during that period.

You should also note that even when you opt out of receiving marketing communications, you may still receive business communications such as airline ticket order confirmations, membership club status information or other airline ticket related communications.

Ensuring security for personal data

For every online purchase via the Internet, security measures and reasonable precautions are applied to prevent loss, misuse and unauthorized access to your personal data that is under our control. House of Travels cannot ensure or guarantee the security of any information transmitted via e-mail, so you do so at your own risk.

Given that the security of your personal data is a high priority, a number of actions have been taken to enable reliable, accurate and secure data transfer. Kuća potojana websites use encryption technology, such as Secure Sockets Layer (SSL), to protect your personal information during data transfer. SSL encrypts order data, such as your first and last name, address and credit card number.

Use of Internet cookies (Cookies), other technologies and third parties for data collection

An Internet cookie is a small file that a Web page or e-mail message sends to your Internet browser, which can then save it on your hard drive. Our web pages and e-mail messages use Internet cookies in order to maximize the personalization of the purchase procedure on our web pages. A cookie simulates a continuous connection. They allow saving information about your settings and sessions and allow access to web pages without re-personalization.

The web reader (browser) can be set not to accept Internet cookies. In this case, you will be able to view our web pages, but you will not be able to create a user account.

Our Web server automatically collects information such as the address (URL) of the Web page you came from, which pages you visited on our Internet presentation, which Web browser you use to view our Web pages, and other statistical data that help us understand and understand how visitors use our web pages.

The website of the House of Travel uses services provided by third parties and which, on our behalf, through the Internet, analyze traffic and visits to our websites. In this way, anonymous information can be collected about your visits to our web pages and your interaction with our advertisements. Technologies similar to those described in the previous paragraphs can be used for these purposes, in order to measure the effectiveness of advertising and e-mails.


All payments will be made in the local currency of the Republic of Serbia – dinar (RSD). The amount for which your payment card will be charged will be expressed in your local currency through conversion to the same at the exchange rate used by card organizations, which cannot be known to us at the time of the transaction. As a result of this conversion there is a possibility of a slight difference from the original price listed on our website.


If you have questions or complaints regarding the privacy and security of your data, or if you know or suspect a violation of privacy or security, please contact us in one of the following ways:

* Call our Call Center at 060 41 00 227 (from Monday to Friday from 09:00 to 20:00)
* Send the request to e-mail:
* By sending a letter to the address
House of Travel
Vozhdova 18
18000 Niš

Description of delivery method

After the date of departure and arrival and selection, you will receive an email with a link for payment. When the transaction has been successfully completed, you will receive an electronic ticket by the end of the day when the online purchase was made.

After receiving the email with the confirmation of the reservation, in the next 10 minutes you will receive an email with the invoice for the payment. If your trip starts in the next 24 hours, please contact us immediately by phone at 060 41 00 227 during working hours (from Monday to Friday from 09:00 to 20:00) or by sending an email to

Payments related to arrangements can be made in any bank (commission costs are at your expense). The customer is obliged, before using any method of payment, to check the data from the invoice sent to him by email or fax (names and surnames of the passengers, date and time of the flight as well as the destination) and only after that make the payment according to the instructions provided for payment. If any irregularity or error is noticed, the buyer is obliged to react immediately so that the error is corrected immediately. If the error is noticed after the ticket has been issued, all costs of changes are borne by the customer at his own expense. If the customer makes the payment without any note about the error, it is considered that he agrees with all the information in the reservation and that the information is correct, and tickets with such information are sent to the user by mail or fax. The main basis for issuing airline tickets is to call the number when paying. The trader does not ask whether the passenger makes the payment as a natural person or someone makes the payment on his behalf.

If the traveler makes a payment after 4:00 p.m., on weekends, during holidays or at the post office, he is obliged to send us a scanned proof of payment or a photo payment slip clearly indicating that the payment has been made, clearly indicating the post office/bank. in which the payment was made, as well as the call to the number.

If your reservation must be issued urgently (24 hours or less), be sure to inform us about the payment by sending a scanned or photographed payment slip to email (

Sending all notifications about changes/cancellations/reservations and all communication between the Trader (Travel Company) and the Buyer (site visitor) is done exclusively via the e-mail that the Buyer left when booking the ticket. The trader does not take any measures on his own without a written response and notification from the Buyer. The Buyer is obliged to respond to the Merchant’s inquiry as soon as possible. Email for communication by the Trader is

In the event that you have not received an email message with the number of your plane ticket within 24 hours of payment, please contact us immediately by phone at 060 41 00 227 or by email at if the purchase is outside working hours, i.e. not from Monday to Friday in the period from 9 am to 8 pm.

After registering your payment, an electronic ticket will be sent to you by mail, i.e. electronic document – if the ticket does not arrive in your email on the same day when you made the payment, you are obliged to inform the Merchant by email at that you have not received the electronic ticket by 11:59 p.m. If you don’t do that, the airline may cancel your reservation or change the price as soon as tomorrow, so it is necessary to make an additional payment.

Refunds, changes and flight cancellations

In the case of returning goods and refunding funds to a customer who previously paid to the Merchant with one of the payment cards, partially or in full, and regardless of the reason for the return, the House of Travel. is obliged to make the refund exclusively via VISA, EC/MC, Maestro and American Express payment methods, which means that the bank will refund the funds to the account of the cardholder at the seller’s request.

In case of cancellation, change or partial cancellation of a specific reservation, trip or any other product or service made by the user through the site, the agency commission will not be refunded, and there is a fixed fee calculated as follows:

• Airline tickets: 2,000 dinars per day of refund per ticket (passenger) or change with payment of cancellation or flight change costs to the airline company, if incurred.
• Hotels: Only cancellation charges payable to the service provider, if incurred.

  • Arrangements: 2000 dinars.

In the event of a change to a specific reservation, trip or any other product or service performed by the user through, the fixed compensation for additional costs of reissuing is a minimum of 2,000 dinars per airline ticket.

In the event that the passenger decides to cancel the flight (voluntarily abandons the trip), the refund is made according to the conditions of the tariff contained in the purchased ticket with a fixed compensation of 2000 dinars per passenger. Before purchasing a plane ticket online, the passenger is familiar with the terms and conditions of the airline for whose flight he bought the ticket.

Method of reimbursement to the passenger

In the event of a justified complaint by the passenger, according to the rules of the airline’s tariff and the terms of operation of the Travel House. accepted by the traveler when making an online purchase and in accordance with the Law on Consumer Protection, the buyer will be refunded in part or in full, depending on the channel in which he paid (directly to a payment card, current account or company account).

Refunds for airline tickets paid online are made exclusively via VISA, EC/MC, American Express payment methods, which means that the bank will refund the cardholder’s account at the seller’s request, i.e. directly to the payment card. The fixed fee retained by the seller, which is stated at the beginning of this article, is calculated per changed or refunded ticket.

To find out what the passenger’s rights are and in which cases a refund is granted, click on the Rulebook on Air Passenger Rights

House of Travel. guarantee that the customer will be refunded in part or in full for the canceled contract according to the terms of the airline’s tariff (with which the passenger agreed and was familiar before concluding the contract) and the terms of business of Kuća potojana. which are specified in this document directly to the payment card, current account or company account (depending on the channel by which the payment was made to the merchant).

Low Cost

Kuća potojana company allows site visitors to buy airline tickets for Low Cost companies (Wizz Air, Ryanair). Travel House bears no responsibility to the customer for any changes made by the airline.

All changes in travel dates and times, flight cancellations or refunds of airline tickets must be settled directly by the customer with the airline. In the event of any change or cancellation of the reservation, Kuća potenja retains its fee for the service of using the portal and does not return that amount to the customer.


Air ticket purchase complaints and refunds are made according to the terms of the tariff contained in the purchased ticket and the refund approved by the airline.
The passenger can submit a complaint to the trader in one of these two ways:

* by sending an email to
* by sending a letter to the address
Vozhdova 18
18000 Niš

In both cases, the reservation code, first and last name of the passenger, ticket number, contact phone number and address for responding to the complaint must be clearly stated. The complaint must contain a text that explains in detail what the complaint refers to, as well as under what conditions the situation occurred. After that, the merchant files the complaint in the complaints book and responds in writing to the passenger with a proposal for a solution.

Pre-contractual information about the product/service and obligations

House of Travel enables pre-contractual notification of purchase and payment of services, as follows:
* after the user has chosen the destination where he wants to travel and the dates for which the customer chooses, he continues shopping
*a new window opens in which he enters the data required for ticket issuance, the customer can cancel the flight reservation at any time or continue with the purchase until the end
*before he clicks the pay button, there is a field where it says I agree with the general conditions of purchase, which he is obliged to read. When the buyer is informed about everything in detail, by checking the box on the left (shown in the picture), he accepts the conditions of both the airline and the extended Travel House. completes the reservation and thus concludes a contract with the trader.

Cancellation of contract

At any time, before the ticket is issued, the Customer can cancel the contract (reservation) while it is active without any consequences or costs. If the passenger wants to cancel the contract after the tickets have been issued, the customer in that case, in accordance with the rules of the airline’s tariff and the conditions of the Travel House, enters into the process of canceling the contract.

Regulations relating to travel documents, visa regime, foreign exchange and health regulations

In the case when the user travels abroad, regulations related to travel documents, visa regime, customs, tax obligations, as well as import-export regulations and health regulations should be respected. The user is solely responsible for compliance with the above regulations. On its website, the Travel House provides certain relevant information for the purpose of providing facilities to the user. In no case is the House of Travels responsible for the validity and completeness of such information. To obtain valid information, the user should contact the consular department/embassy of the country to which he will be traveling or through which he is traveling in case of transit.

In situations where a passenger buys a one-way plane ticket, the customs service at the departure or arrival airport reserves the right to additionally control the passenger and ask him for additional documentation in case they assess that the passenger wants to stay in their country without a permit, apply for asylum or any what else do they think is unsafe for a traveler to stay in their country or have any history related to the country they want to travel to. In those cases, the customs service may require proof from the passenger that clearly and explicitly proves when the passenger will return to the country of departure, international travel insurance, funds that cover the planned stay abroad, and it may happen that the passenger is required to he has a return plane ticket. House of Travel is in no way responsible for situations that arise in this way, and if the customs service does not allow the passenger to enter the plane or, on the other hand, does not allow him to leave the plane to the country he wants to fly to. In the case of not allowing the passenger to board the plane and the plane ticket is lost, the refund is made according to the terms of the tariff prescribed by the airline company with a fixed merchant’s compensation, which is specified in the section Refunds, changes and flight cancellations.

Protection of confidential transaction data during online shopping

When buying plane tickets on the website, confidential information is transmitted via a public network in a protected (encrypted) form using the SSL protocol and PKI system, as currently the most modern (state of the art) technology. Payment card information is not available to our system for a single moment.

General conditions of airlines
General conditions of airlines