Terms of Use

Kojeza is a trading name of the following company. These details are provided so you always know who you are dealing with:

• Company: Monoklik d.o.o.
• Registered seat: Kolodvorska 12, 71000 Sarajevo, Bosnia and Herzegovina
• JIB (company ID number): 4203627400007
• Activity: operation of the Kojeza online platform at kojeza.com
• Contact: info@kojeza.com

By accessing or using the Kojeza platform (“Service”), you agree to be bound by these Terms of Use (“Terms”). If you do not agree to these Terms, you may not use the Service. These Terms are a legally binding agreement between you and Monoklik d.o.o., Kolodvorska 12, 71000 Sarajevo, JIB 4203627400007 — referred to below as “Kojeza”, “we” or “us”.

Kojeza is an online marketplace that connects hikers with guided tours and hiking societies (Planinarska društva) in Bosnia and Herzegovina. The platform enables tour organizers to publish events, manage registrations, and communicate with participants, while hikers can browse, discover, and register for hiking tours.

Kojeza is an intermediary. The tour itself is a contract between you and the organizer who published it — an individual guide or a hiking society. Monoklik d.o.o. does not organize, lead or supervise tours and is not the tour provider.

Where a tour is paid by card, Monoklik d.o.o. collects that payment on the organizer's behalf, acting as their commercial agent, and passes it on to the organizer after deducting the platform commission agreed with them. Your card statement will therefore show Kojeza rather than the organizer's name. Paying Kojeza discharges your payment obligation to the organizer.

To use certain features of Kojeza, you must create an account. You are responsible for maintaining the confidentiality of your account credentials and for all activities that occur under your account.

• Hiker — Can browse tours, register for events, and manage reservations.
• Guide — Can create and lead hiking tours, manage participants, and receive payments.
• PD Admin — Can manage a hiking society (Planinarska društva), create events, invite guides, and manage organization members.

You agree to provide accurate, current, and complete information when creating your account and to update it as necessary.

You agree not to:

• Use the Service for any unlawful purpose or in violation of these Terms
• Impersonate any person or entity, or falsely state or misrepresent your affiliation
• Publish false, misleading, or fraudulent event listings
• Harass, abuse, or harm other users of the platform
• Interfere with or disrupt the Service or servers connected to the Service
• Attempt to gain unauthorized access to any portion of the Service
• Collect or harvest personal information of other users without their consent

Tour organizers (guides and PD admins) are solely responsible for the accuracy, legality, and quality of the events they publish. Kojeza does not verify the accuracy of event listings and is not a party to the tour contract between an organizer and a participant.

By registering for an event, you acknowledge that outdoor activities carry inherent risks and that you participate at your own risk. Organizers may set their own requirements, including minimum fitness levels, required equipment, and age restrictions.

For paid tours, Kojeza processes card payments through Monri, a licensed payment service provider registered with Visa and Mastercard. Your payment is handled securely by Monri; Kojeza never receives or stores your full card details.

We accept Visa, Mastercard, and Maestro cards.

All payments are processed in Bosnian Convertible Mark (BAM). The total shown at checkout is the total you pay.

Kojeza earns a commission on each paid booking. That commission is charged to the organizer out of the amount you pay — it is never added on top of the price displayed to you.

When you book a paid tour, your card is authorized for the total amount: your bank sets the money aside, but nothing is transferred yet. The amount is captured — actually charged — approximately 24 hours before the tour starts. If your booking is cancelled before that point, the authorization is released and you are never charged.

Where a refund is due under the cancellation rules below, it is issued back to the card used for payment.

Some organizers may instead accept payment by bank transfer directly to their account; where this applies, payment details are provided at the time of registration and the cancellation rules below do not apply to that payment — you must settle it with the organizer.

It is the participant's responsibility to complete payment within the deadline specified by the organizer. Failure to pay may result in cancellation of the reservation.

All payment transactions are protected using TLS encryption and the SSL protocol. Card data is entered directly into Monri's secure, hosted payment fields and is never transmitted to or stored on Kojeza's servers.

Card payments are processed by Monri, which is certified to PCI DSS Level 1 — the highest level of security compliance in the payments industry.

Card payments are additionally protected by 3-D Secure (Visa Secure and Mastercard Identity Check), which verifies your identity with your bank before a payment is approved.

The following rules apply to every card payment made through Kojeza. They are set by the platform and apply to all organizers:

• Within 60 minutes of booking — full refund, whatever the date of the tour.
• More than 48 hours before the tour starts — full refund.
• Between 48 and 24 hours before the tour starts — 50% refund.
• Less than 24 hours before the tour starts — no refund.

If you do not attend and did not cancel, no refund is due.

If the organizer cancels the tour, or it is called off for weather or another safety reason, you receive a full refund regardless of when that happens.

An organizer may describe additional conditions in their listing, such as required equipment or fitness levels. Those conditions cannot reduce the refund rights set out above.

If your card was authorized but not yet charged, we simply release the authorization and no money ever moves. If it was already charged, the refund is returned to the same card. Refunds are issued promptly; how quickly the money appears depends on your bank.

Kojeza reserves the right to cancel or remove event listings that violate these Terms.

Consumer legislation gives buyers of goods and services bought at a distance a 14-day right to withdraw. That right does not apply to contracts for leisure services that are supplied on a specific date or during a specific period — which is what a guided tour booked through Kojeza is.

The cancellation rules set out above apply instead. In most cases they are more generous than the statutory minimum would be.

If you are unhappy with a booking, a payment, or the platform itself, write to info@kojeza.com and include your booking reference. We will confirm we received your complaint without delay and give you a reasoned written reply within 15 days.

If we cannot resolve the matter between us, you may refer it to the competent consumer protection authority in Bosnia and Herzegovina, or bring it before the courts under the Governing Law section below.

Only users who booked a tour through Kojeza may review it, and we publish reviews as they were written. We remove reviews that are abusive, that reveal other people's personal data, or that are demonstrably false. We do not edit reviews to improve a rating, and organizers cannot delete reviews of their own tours.

We may suspend or close an account that breaches these Terms, is used fraudulently, or puts other users at risk. Where it is reasonable to do so, we will tell you why and give you an opportunity to respond.

If we suspend your account while you hold a confirmed booking, that booking is cancelled and refunded in full — unless the suspension concerns fraud connected to that booking.

You may close your account at any time from your profile settings. Closing your account does not automatically cancel bookings you have already made; cancel those separately if you no longer intend to attend.

The Kojeza platform, including its design, text, graphics, logos, and software, is owned by Monoklik d.o.o. and is protected by applicable intellectual property laws. You may not copy, modify, distribute, or create derivative works based on the Service without our prior written consent.

By posting content on Kojeza (event descriptions, images, reviews), you grant us a non-exclusive, worldwide, royalty-free license to use, display, and distribute that content in connection with the Service. You keep ownership of your content, and the licence ends when you delete it, except for copies we must retain by law.

Kojeza is a marketplace platform and is NOT a tour operator, travel agency, or hiking guide. We do not organize, lead, or supervise any hiking tours or outdoor activities.

Outdoor activities, including hiking, carry inherent risks including but not limited to injury, illness, property damage, and death. You acknowledge these risks and agree that Kojeza is not liable for any injuries, damages, or losses arising from participation in events listed on the platform.

The Service is provided on an “AS IS” and “AS AVAILABLE” basis without warranties of any kind, either express or implied. Kojeza does not guarantee the accuracy, completeness, or reliability of any content or event listings.

To the maximum extent permitted by law, Kojeza shall not be liable for any indirect, incidental, special, or consequential damages arising out of or relating to your use of the Service.

Nothing in these Terms excludes or limits our liability for death or personal injury caused by our negligence, for intent or gross negligence, or for anything else that cannot be excluded or limited under the law of Bosnia and Herzegovina. Nothing in these Terms affects the rights you have as a consumer that cannot be waived by agreement.

You agree to indemnify, defend, and hold harmless Monoklik d.o.o., its officers, directors, employees, and agents from and against any claims, liabilities, damages, losses, and expenses (including reasonable attorneys' fees) arising out of or in any way connected with your access to or use of the Service, your violation of these Terms, or your violation of any third-party rights. This does not apply to a consumer acting outside their trade or profession, except where the claim arises from your deliberate or grossly negligent conduct.

These Terms are governed by and construed in accordance with the laws of Bosnia and Herzegovina. Disputes arising under them shall be submitted to the competent court in Sarajevo.

If you are a consumer, this does not deprive you of the protection of mandatory rules of the law of the place where you live, and you may also bring proceedings before the courts of that place.

We reserve the right to modify these Terms. We will give notice of material changes by posting the updated Terms on this page and updating the “Last updated” date, and — where the change significantly affects you — by email. Changes do not apply retroactively to bookings you have already made. Your continued use of the Service after changes take effect constitutes your acceptance of the revised Terms.

If you have questions about these Terms of Use, please contact us:

Email: info@kojeza.com

Monoklik d.o.o., Kolodvorska 12, 71000 Sarajevo, Bosnia and Herzegovina — JIB 4203627400007