As part of its Services, Gjirafa provides the advanced electronic booking platforms “GjirafaTravel” and “GjirafaReservations”. Through these platforms, users can complete purchases of tickets from various transport operators, and the reservation of accommodations from various hospitality operators, in accordance with the stipulations set forth in these Bookings Services Specific Conditions of Use, to which we will henceforth be referring as “Booking Conditions”, and in accordance with other stipulations set forth in the General Conditions (view the General Conditions).
The use and/or visit of the “GjirafaTravel” and/or “GjirafaReservations” platforms signifies your full acceptance, without any reservation, of these Booking Conditions, as well as the General Conditions, that are applied to the entire content of the aforementioned platforms. In case You disagree with any part of these Booking Conditions, and/or the General Conditions, You should not continue with the further use of the “GjirafaTravel” and/or “GjirafaReservations” platforms.
If You continue further, You, as a user, accept that You have read, understood, and accepted, without any reservation, these Booking Conditions, as well as agree and consent to your obligations, as set forth in these Booking Conditions.
Definition of the Specific Notions of the Booking Conditions #
The notions used within these Booking Conditions have the following meanings:
“Transportation Reservation Platform” - for the purposes of these Booking Conditions, “Transportation Reservation Platform” signifies the following website: travel.gjirafa.com
“Accommodation Reservation Platform” - for the purposes of these Booking Conditions, “Accommodation Reservation Platform” signifies the following website: rezervo.gjirafa.biz
“User” and/or “You” - signifies every user and/or visitor of the Booking Platforms. For the purposes of these Booking Conditions, the terms “user” and/or “booker” have the same meaning, except if otherwise presented by the context of use. When the user is a physical person and completes a purchase, then they are treated as a consumer. When the user is a legal person, including, without being limited to, business organizations, non-governmental organizations, and/or other legal entities, then they are not treated as a consumer.
“Transportation” - signifies the service of the movement of any person from one location to a certain destination, as specified on the Transportation Reservation Platform. Transportation can be conducted through, but is not limited to, road transportation by bus.
“Transportation operator” - signifies the physical or legal person, local or international, that possesses all the requisite licenses for the execution of the activity of the provision of transportation services.
“Ticket” - refers to the document, that may be in paper-printed and/or electronic format, and that serves as proof of payment completed for certain transportation services.
“Ticket reservation” - signifies the booking of at least one (1) ticket through the Transportation Reservation Platform.
“Inter-urban line” - signifies any line that operates on public highways and/or regional roads, that passes through the Republic of Kosovo, and connects two (2) or more municipalities.
“Passenger” - signifies the physical person that has the right to transport and/or is transported by transportation operators, based on the ticket booked and/or purchased through the Transportation Reservation Platform.
“Accommodation” - signifies the service of shelter for at least one (1) night, at the destination, and within the space specified on the Accommodation Reservation Platform. Accommodation can be conducted in, but is not limited to, hotels, hostels, inns, villas, apartments, houses, and/or other similar accommodation units.
“Hospitality operator” - signifies the physical or legal person, local or international, that possesses the requisite licenses for the execution of the activity of the provision of accommodation services in their place of operation.
“Accommodation reservation” - signifies the booking of accommodation for at least one (1) night, through the Accommodation Reservation Platform.
“Total reservation amount” - signifies the price for one (1) night of stay, multiplied by the total number of booked nights of stay.
“Accommodation down payment” - refers to the payment of ten percent (10%) of the total reservation amount accepted by Gjirafa from the booker.
“Client” - refers to the physical person that has the right to accommodation and/or uses the accommodation services provided by hospitality operators, based on the booking made through the Accommodation Booking Platform.
“Deadlines” - signifies time limits that Gjirafa places on reservations, payments of down payments, changes of parameters, cancelations of booked services, and/or similar situations.
“Start date” - refers to the date on which the booker commences the use of transportation and/or accommodation services, according to the booking made through the Booking Platforms.
“End date” - refers to the date on which all of Gjirafa’s obligations toward the booker, as specified in these Booking Conditions, and based on the reservation made through the Booking Platforms, conclude.
“Duration of reservation” - refers to the period of time between the start date and end date of the reservation.
“Itinerary” - refers to the notice that contains all the relevant information of the reservation, including, but without being limited to, the start date, the end date, the name of the operator, the point of departure, destination, and/or location.
“Reimbursement” - signifies the return of the payment of the booker for the reasons stipulated in these Booking Conditions.
“Third-party” - signifies, appropriately, any physical or legal subject other than the booker, the transportation operator and/or hospitality operator, and Gjirafa.
“Booking Services” - signifies all the functions of the Bookings Platforms, including, but without being limited to, products, software, and services provided through the Booking Platforms.
All terms and notions presented above are specific notions and, as such, are implemented only on the Booking Platforms specified above. In addition to these specific notions, the general notions defined in the General Conditions are also implemented on the aforementioned Booking Platforms. In case there is any discrepancy between the definitions of these specific notions and the definitions of general notions, then the definitions of these specific notions shall govern.
All words used in singular shall have the same meaning in plural.
Entry into Force and Bindingness of the Booking Conditions #
Acceptance of these Booking Conditions supplements the contractual and binding relationship between You and Gjirafa established by the acceptance of the General Conditions. Any alterations and/or supplements to these Booking Conditions and/or the General Conditions are considered to have altered and/or amended the contractual relationship between You and Gjirafa.
These Booking Conditions enter into force and supplement the contractual relationship between You and Gjirafa whenever any of the following circumstances appears:
-When You visit any of the Booking Platforms.
-In case of the amendment and/or supplementation of the Booking Conditions, when You continue to use the Booking Platforms, after the amendment and/or supplementation of the Booking Conditions.
To avoid any kind of doubt, the moment of entry into force of these Booking Conditions will be the first moment of the appearance of any of the circumstances stipulated in the previous paragraph.
The Booking Conditions remain in force in conjunction with the General Conditions for as long as the user visits one of the Booking Platforms, and/or as long as they remain registered as users of Gjirafa's Services. In case the user decides to close their account with Gjirafa and pay any remaining monetary obligation toward Gjirafa, then the Booking Conditions remain in force in conjunction with the General Conditions until the moment of the completion of the procedures for the closure of the account.
These Booking Conditions are valid and implemented only for users of the Booking Platforms. These Booking Conditions are implemented as specific conditions in conjunction with the General Conditions. In case a specific matter addressed in these Booking Conditions is regulated differently by the General Conditions, then the conditions stipulated in these Booking Conditions prevail.
For information on the processing and protection of personal data and privacy by Gjirafa, we ask You to refer to our Privacy Notice, which applies to all of Gjirafa’s Services (view Privacy Notice)
, including the Booking Services.
For information on the methods of communication between parties, we ask You to refer to the respective paragraph of the General Conditions. If You wish to contact Gjirafa directly, You can do so pursuant to the procedures specified in the General Conditions, and by using the contact information published on our corporate website (view contact information).
Children and Booking Services #
When using Gjirafa’s Booking Platforms, the user is responsible for the review and verification of the policies and conditions stipulated by the transportation operators and/or hospitality operators with regard to the use of their services by persons of minor age. Please keep in mind, that the ability to place a booking, the price of the booking, well as other conditions related to the bookings may vary depending on whether or not the person of minor age will be accompanied by a parent and/or legal guardian.
Gjirafa’s Rights and Obligations for the Provision of Booking Services #
Gjirafa’s primary obligation in relation to the provision of Booking Services is the provision of Booking Platforms that are functional for the purchase of transportation tickets and/or accommodation reservation, respectively the facilitation of reservations, purchases, and payments for transportation tickets and/or accommodation reservations, that are provided respectively by transport operators and/or hospitality operators.
While Gjirafa will make every effort to secure the reservations, tickets, and/or electronic payments for the purchase of the tickets and/or reservation of accommodations. Gjirafa cannot be held responsible for any cancelation, change of itinerary, or other circumstances presented by the transport operators and/or hospitality operators, which circumstances are beyond Gjirafa’s control, any may prevent the passenger from using the transportation ticket and/or accommodation reservation.
In case of cancelation of the transportation ticket and/or accommodation reservation, or change without forewarning of the itinerary by the transport operators, and/or the hospitality operators, even when the passenger has completed prior payment, Gjirafa will reimburse the amount paid directly to Gjirafa, in accordance with these Booking Conditions. In cases when the passenger has not submitted a payment to Gjirafa, then Gjirafa will not have any further obligation toward the passenger.
The Rights and Obligations of the Passenger for the Use of the Transportation Reservation Services #
Passengers who are holders of passports issued by the Republic of Kosovo and travel internationally, are obliged to ensure that they present a valid passport, any visa and accompanying documents that are requested by the destination country, or any intermediate transit countries. Gjirafa is not obliged to notify passengers who travel internationally about conditions regarding visas, customs, health insurance, or any other conditions imposed by the destination country or any transit countries. It is the obligation of the passenger to inform themselves through competent authorities about the requirements for international travel given their country of citizenship, and to provide the necessary documents for such travel in valid format and in due time.
The passenger is responsible for the verification and confirmation of the validity of documents required for travel. The passenger understands that neither Gjirafa, nor the transportation operator is authorized to confirm the validity of the travel documents and/or other documents required for travel.
If during the course of travel, the passenger’s travel documents are lost or stolen, the passenger is obliged to secure new documents, at their own expense, and in due time. The passenger understands that, in such cases, the passenger themself carries responsibility for all possible consequences.
The passenger is obliged to contract separate services in relation to their health condition, including specific foods, seating characteristics or other transport characteristics related to their health condition, allergies, disability, or other concerns. On the other hand, Gjirafa and/or the transport operator do not carry any specific obligation, responsibility, or burden on this basis.
The passenger is obliged to conclude all necessary vaccinations and to secure adequate certificates for travel to places that have specific rules, which may include vaccination or possession of certain documents. Otherwise, the passenger carries responsibility for all consequences and damages from the failure to present the respective certificates for the requested vaccinations.
The passenger is obliged to strictly respect customs, and/or exchange, and/or other regulations of the Republic of Kosovo, transit countries, and destination countries. In case of impossibility of the continuation of travel, or respectively stay, due to the failure to respect such regulations, the passenger will be responsible for all ensuing consequences and expenses.
The passenger may carry luggage in the amount permitted by the transportation operator, a matter which must be verified in advance with the transportation operator. The passengers is obliged to care for their personal belongings in the vehicle, for the drop-off, or respectively pick-up, of luggage submitted to the transport operator. Gjirafa is not, and cannot be held responsible for the rights of the rights of the passenger in relation to matters related to luggage, luggage allowance, the loss, theft, or damage of luggage, and/or other personal belongings. All such rights may be exercised by the passenger only in direct relation to the transportation operator.
The passenger must be informed of and respect all possible requirements by transit countries or destination countries regarding necessary policies for health insurance during travel, during the stay, and/or travel outside the respective countries, as well as travel insurance, that may include luggage insurance, insurance from disaster damages, insurance against travel demission, and other insurances that may be requested. With the reservation and/or purchase of ticket through the Transportation Reservation Platform, the passenger confirms that they are informed about possible legal requirements regarding insurance, and has treated the same matter personally with appropriate authorities.
The passenger has the right to request detailed information on the conditions of travel, in addition to the information provided on the Transportation Reservation Platform. Such information must be made available only by the transportation operator, and not Gjirafa. Thus, the passenger understands that they may request and/or exercise such rights only in direct relation with the transportation operator, and not Gjirafa.
While all conditions stipulated in this section are related to rights that the passenger has in relation to the transportation operator, Gjirafa may not, in any case, be held responsible for any infringements of the transportation operator and/or claim made by the passenger regarding the rights and obligations of the passenger for the use of transportation services.
Pets and Booking Services #
When using Gjirafa’s Booking Platforms, the user is responsible for the review and verification of the policies and conditions stipulated by the transportation operators and/or hospitality operators with regard to accompaniment by pets during the use of their services.
In cases when the transportation operators, and/or hospitality operators note on the Booking Platforms that they do not accept pets within their facilities, the booker is not permitted to be accompanied by pets during the course of their booking.
Transportation Rules #
Passengers must adhere to the details of their transportation tickets and arrive at the point of departure at least fifteen (15) minutes before the start of the trip. Any claims that passengers may have regarding their booking cannot stand if the passenger is not present at the time and place of departure, as specified on their booked transportation ticket.
In cases when passengers have any claims related to the cancelation, unreasonable change of transportation schedules, or other reasons that warrant reimbursement, they must immediately address the transportation operator. In cases when passengers have completed their payment through the Transportation Reservation Platform and the transportation operator cancels and/or unreasonably changes the schedule of transportation, the passenger may address Gjiitafa directly, and must contact Gjirafa immediately, with a request for reimbursement by emphasizing the reasons for the request.
The name of the passenger must match the name on the reservation made through the Transportation Reservation Platform. In certain cases, and when requested, the passenger must identify themselves to the representatives and/ or staff of the transportation operator by presenting the reservation confirmation, in print and/or electronic format, as well as a valid photo identification method issued by competent public authorities which include an ID card, passport, and/or driver’s license.
Itineraries published on the Transportation Reservation Platform are planned and direct lines which, in cases of international travel, may include transit through third countries. If such transit is planned or occurs due to causes beyond the control of the transportation operator, the transportation operator guarantees the continued transportation of passengers to their booked destination.
In cases when a vehicle traveling between two points cannot wait for a delayed connecting vehicle, and/or if any breakdowns occur, and/or in other specific cases, and the transportation operators provide substitute transportation, the passenger must accept the substitute transportation. In certain cases this can be conducted through various transportation methods that may be operated by other operators. Any claims or requests for a separate form of transportation will not be acknowledged by the transportation operator and/or Gjirafa.
If the passenger books other separate itineraries and combines them with a booking placed through the Transportation Reservation Platform to create a combined trip, including transits, the passenger themself will hold responsibility for the risk of missing a line. In such cases, requests for substitute transportation, substitute accommodation, or of similar nature, may not be brought up against the transportation operator and/or Gjirafa.
Limitation of Liability for Booking Services #
Gjirafa holds no responsibility for the safety of users and their property during the period of the reservation and use of the transportation and/or accommodation services. By accepting these Booking Conditions, the passenger expressly accepts that they understand that Gjirafa is, and remains, responsible only for the booking, namely the purchase of the transportation ticket and/or the reservation of accommodation and, in certain cases, the reimbursement of payment according to these Booking Conditions. On the other hand, from the start date of the booking, all obligations toward the passenger belong to the transportation operator and/or hospitality operator, and any claims by the passenger should be directed to the transportation operators and/or hospitality operators.
Transportation operators and/or hospitality operators are obliged to, in compliance with the applicable laws of the Republic of Kosovo and the places where they operate, implement all necessary safety measures including, but without being limited to, alignment with standards for transportation and construction safety, protective measures against fire, the protection of spaces, the protection of spaces and luggage from theft, the protection of passengers during stops in different stations and rest spaces, as well as, to the extent that it is possible, the protection of spaces from natural disasters. Gjirafa expressly rejects and waives any responsibility related to the matters set forth in this paragraph.
Clients are obliged to pay the hospitality operator for all additional services after their arrival in the accommodation spaces, including but without being limited to the service of food and beverages that are not included in their booking, car rental services, chauffeurs and/or any other services.
Gjirafa holds no responsibility for the non-payment of any tickets and/or total reservation amount by the booker, if the aforementioned payments have not been conducted through the Booking Platforms. In cases of non-payment of any ticket and/or total reservation amount, for any reason, Gjirafa cannot be held responsible. Such matters must be treated between the booker and the transportation operator and/or hospitality operator.
Gjirafa holds no responsibility for tax evasion, and/or licensing, and/or other duties, of the transportation operators and/or the hospitality operators, and/or the non-compliance of the transportation operators and/or hospitality operators with the public duties of the places where they provide their services, including the Republic of Kosovo.
In cases when the bookers present an untrue and/or falsified confirmation, or when similar situations occur, and the transportation operators and/or hospitality operators do not conduct the verification of the aforementioned confirmation through the Booking Platforms and instead continue to provide services to the person that presents such an invalid document, then Gjirafa holds no sort of responsibility for payment, or any form of compensation of damage the toward transportation operators and/or hospitality operators.
Booking Procedures #
Users may access the Booking Platforms from any place in the world, through authentication on the Booking Platforms, according to these Booking Conditions, the General Conditions, and/or other conditions stipulated by Gjirafa and applicable in any case.
Users can choose from a wide variety of travel itineraries and/or accommodations provided respectively by various transportation operators and/or hospitality operators, that are filtered based on type, location, distance, price, and other filter methods made available by Gjirafa and selected by the booker through the Booking Platforms.
In cases of the purchase of transportation tickets, the user may choose to conduct their payment for the purchase of transportation tickets electronically through the Transportation Reservation Platform, and/or directly to the transportation operator, at any time, until five (5) minutes prior to departure. Regardless of the moment of the completion of the payment for the purchase of the ticket, the transportation operator will make the reservation of the ticket on the moment of the acceptance of the booking through the Transportation Reservation Platform, and will keep the ticket reserved under any circumstances, except if the passenger or Gjirafa notifies the transportation operator of the cancelation of the reservation.
These aforementioned confirmations contain all the relevant information on the transportation operator and/or the hospitality operator, information on the transportation vehicle and/or the accommodation space, the travel itinerary and/or accommodation itinerary, as well as the point of departure for travel and/or location of accommodation.
The confirmation of the booking, sent by Gjirafa to the user, serves as a ticket and/or accommodation reservation. Thus, the transportation operators and/or hospitality operators are obliged to accept the aforementioned confirmation as a ticket and/or valid reservation, and provide the booker with transportation and/or accommodation according to such a booking, with the condition that such a booking be confirmable through the Booking Platforms.
Specific Booking Procedure for the Reservation of Tickets for Inter-Urban Lines #
These Booking Conditions have been drafted in compliance with the applicable laws of the Republic of Kosovo. Thus, in accordance with Law No. 04/L-179 for Road Transport, Article 23, Paragraph 1, Sub-Paragraph 1.1 which stipulates that, for inter-urban transport, transportation tickets can only be purchased on the bus and/or bus station, Gjirafa will not sell transportation tickets for inter- urban lines through the Transportation Reservation Platform. Consequently, Gjirafa will only provide confirmations of reservation for inter-urban lines.
In cases when the full price for the reservation of transportation tickets is paid through the Transportation Reservation Platform, as stipulated in these Booking Conditions, the confirmation of the aforementioned payment will be used by the passenger to purchase the ticket directly from the transportation operator indicated in the confirmation of the booking.
In cases of inter-urban travel, when the payment of additional tariffs for the passenger is necessary, including the bus station tariff, such tariffs will be paid by the transportation operator, and will be considered as part of the price of the reservation paid for by the passenger, on the occasion of the completion of the payment for the reservation through the Transportation Reservation Platform.
Procedures for the Change, Cancelation, and Reimbursement of Transportation Tickets #
In cases when Gjirafa has served only as a facilitator of the booking, and when the payment for the booking has not been conducted through the Transportation Reservation Platform, Gjirafa will not treat maters of reimbursements.
In cases when payment for the ticket is conducted by the passenger directly to the transportation operator, the transportation operator will make all possible efforts to accommodate the requests of the passenger for the change of the transportation itinerary, within reasonable possibility.
In cases when Gjirafa does not accept any payment on the Transportation Reservation Platform, Gjirafa does not hold any responsibility for the reimbursement and/or compensation, as well as cannot be implicated in any form in the process of the change and/or cancelation of a ticket.
In cases when the Transportation Reservation Platform is used to complete electronic payment of the transportation ticket, the following rules for cancelation and reimbursement apply:
-For all transportation itineraries that are offered at least three (3) times within twenty-four (24) hours, cancelations of tickets will not be accepted. Gjirafa and the transportation operator will make every effort to provide the option Page 68 of 73 for the passenger to use the upcoming line, if free seating is available. However, such an option is not, in any case, guaranteed and, when it is unfeasible, the passenger will lose their ticket and any right to reimbursement.
-For all transportation itineraries that are offered less than three (3) times within twenty-four (24) hours, passengers may cancel tickets with at least five (5) days prior notice, and they will be reimbursed for the total amount of the priceoftheticket,minusthecostsof banktransferfeesorsimilarexpenses. In such a case, the transportation operator does not have the right to request any kind of payment or compensation as a result of the cancelation of the ticket.
-For transportation itineraries that are offered less than three (3) times within twenty-four (24) hours, the passenger may request the change of the start date or time and, if such a change is possible, the passenger will pay an additional fee of ten-percent (10%) of the total price of the ticket for the completion of the change. The treatment of the additional amount paid will be the same as the treatment for commission. Such a request must be submitted at least seventy-two (72) hours prior to departure, otherwise it will not be considered.
If the transportation operator cancels the departure for any reason, Gjirafa will not make any payment to the transportation operator for the tickets of the given itinerary, in cases when Gjirafa has accepted payments for the bookings through the Transportation Reservation Platform. On the other hand, compensation requests for payments made directly to the transportation operator by the passenger, should be directed to the transportation operator, without Gjirafa’s involvement.
In case the transportation operator does not keep the ticket reserved for the passenger, for any reason, the transportation operator is obliged to indemnify the passenger for the loss of the reservation and any damage caused.
Gjirafa has no obligations for any sort of compensation for material or immaterial damage toward the passenger, except for the reimbursement of the price of the ticket, when the aforementioned ticket has been paid for through the Transportation Reservation Platform, and when the conditions for reimbursement, according to these Booking Conditions, have been fulfilled
For bookings made for transportation tickets a processing fee is charged per order, and it is intended to cover the administrative charges related to your reservation. In case of cancellation, the service fee won’t be refunded.
Transfer of Rights and Obligations #
The transfer of rights and obligations of users of the Booking Platforms is possible in certain circumstances and in accordance with certain conditions in these Booking Conditions, only with prior written approval by Gjirafa.
In cases of the reservation of a transportation ticket, the passenger may not transfer their obligations according to these Booking Conditions, entirely or partially, without prior written notice by Gjirafa. With Gjirafa’s written approval, the passenger may transfer their obligations according to these Booking Conditions to any other subject.
Gjirafa may freely transfer its rights and responsibilities from these Booking Conditions to third parties, without needing the consent of the booker. Such a transfer should not diminish and/or impinge on the rights of the booker.
Consumer Protection #
These Booking Conditions have been drafted in compliance with, and are subject to, the applicable laws in the Republic of Kosovo, including Law No. 06/ L-034 on Consumer Protection.
Gjirafa respects and offers adequate protections for users, according to the dispositions of the applicable laws, for as much as Gjirafa is responsible and obliged in its capacity as a facilitator of bookings.
Users enjoy the right to submit their claims against transportation operators and/or hospitality operators, respectively, before all competent institutions and/ or inspectorates for the protection of consumers, as provided by law.
Supplements, Changes, and Severability of the Booking Conditions #
Gjirafa continuously improves and advances existing Services, and offers new services, including Booking Services. This means that we may add new features, products, and/or services, or terminate existing Services. Gjirafa can undertake any of these actions at any time, and may not be able to notify You in advance. In such cases, these Booking Conditions may be modified and/or supplemented, in conjunction with the modification and/or supplementation of the Services, including Booking Services.
In case You continue to use the Booking Services even after such changes, then, we consider that You have accepted and agree with such changes to our Services, respectively the modifications and/or supplementations of the Booking Conditions and that You do not have any remarks in relation to the modifications and/or supplementations of these Booking Conditions.
In case any provision of these Booking Conditions is found illegal, invalid, or unenforceable in arbitration procedures, in court, or by any other competent authority, the other provisions of these Booking Conditions remain plenipotentiary and with full legal effect.
In case of discrepancy between the language or meaning of any part of the text of these Booking Conditions and the General Conditions, the stipulations of these Booking Conditions prevail and apply in all cases when the Booking Services are concerned.
The failure of either party to implement any provision of these Booking Conditions will not constitute and does not signify in any manner a waiver from these Booking Conditions, except as set forth in these Booking Conditions.
Suspension of the Booking Services #
Through written notice, which may be posted on Gjirafa’s websites, Gjirafa may suspend its Services, including the Booking Services, and/or order the delay of the performance of the Services that are the subject of these Booking Conditions.
Final Provisions #
The Booking Conditions contain the full understanding of the parties, in relation to the full share of risk between them, and constitute a full and exclusive declaration of the definitions of the conditions of their agreement in relation to the aforementioned issues.
All prior conversations, relations, understandings, and agreements, verbal and/ or in writing, in relation to these Booking Conditions, are now replaced by these Booking Conditions, except the specific conditions applicable to any specific case that may be imposed by Gjirafa on the Booking Platforms.
In relation to the applicable law and/or the resolution of disputes, regarding any dispute or claim arising from, and/or that are related to these Booking Conditions, including infringements, terminations, or invalidity, the rules set forth in the General Conditions regarding the applicable law and the resolution of disputes shall apply.