General Terms and Conditions – Rozanatravel AB

1.1 These general terms and conditions (the "Terms") apply when you use Rozanatravel AB's website and when you book or purchase travel services through us. The travel services include, among other things, flights, hotels/accommodation, transfer/transport to and from the airport, as well as package tours and other bookable travel arrangements (collectively the "Services").

1.2 By using the website and/or making a booking you accept the Terms. When booking a package tour you also accept our specific package travel information provided in the booking flow, as well as any specific travel conditions shown before purchase.

2.1 Rozanatravel AB sells both individual travel services and package tours. Our role varies depending on what you book:

• Individual travel services (e.g. flight only, hotel only or transfer only): Rozanatravel acts as an intermediary/agent between you and the relevant supplier (airline, hotel, transport company, etc., collectively the "Supplier"). The agreement for the travel service itself is generally entered into directly between you and the Supplier. The Supplier's terms (e.g. flight ticket rules, hotel policy, transfer conditions) then apply in parallel with these Terms and are accepted by you when booking.
• Package tours (a combination of at least two different travel services, e.g. flight + hotel, sold for a combined price or marketed as a package): Rozanatravel is the organiser under the Package Travel Act (2018:1217). The agreement is then entered into between you and Rozanatravel AB. We have provided a travel guarantee with Kammarkollegiet under the Travel Guarantee Act (2018:1218).

2.2 It is clearly stated in the booking flow and in the booking confirmation whether your booking is a package tour or an individual travel service.

3.1 You must be at least 18 years old to book, or have the authority to enter into agreements on behalf of other travellers.

3.2 The person making the booking (the "Lead traveller") is responsible for ensuring that all information provided is correct and that you have the consent of the persons whose details you enter in the booking. The Lead traveller is responsible for payment of the entire booking and for passing on information from Rozanatravel to the other travellers.

4.1 When you make a booking, a booking confirmation is normally sent by email and/or shown on screen.

4.2 A binding agreement is deemed to arise when you have received a final confirmation with a booking reference. For flights, ticket issuance (ticketing) is normally also required, and for hotels a corresponding voucher or confirmation number.

4.3 If a booking cannot be confirmed (e.g. due to changed availability or a price change at the Supplier), we will notify you and offer alternatives or a refund for the part that could not be confirmed, in accordance with section 9.

5.1 The final price is shown at checkout before payment. Prices include taxes and fees known at the time of booking, depending on the service and destination.

5.2 Certain local fees may be charged by the hotel or by authorities on site (e.g. tourist/city tax, environmental fee, resort fee). Such fees are outside our control and are paid directly at the destination unless they are expressly included.

5.3 Rozanatravel charges a service fee of SEK 99 per booking. The fee is shown clearly before you pay. The service fee is non-refundable even in the event of cancellation, unless mandatory law provides otherwise (e.g. for a package tour under section 10) or if the booking could not be confirmed under section 4.3.

5.4 Any exchange rate changes between booking and final payment may affect the price only to the extent permitted by law and clearly stated at the time of booking. Special rules on price changes apply to package tours (see section 10.4).

6.1 Payment is made via the payment options shown at checkout, which include Stripe (card payment), Klarna, Swish and, where offered, invoice.

6.2 The full price of the trip is paid on a single occasion as follows:

• For bookings made more than 30 days before departure, the full amount must reach us no later than 30 days before departure.
• For bookings made 30 days or less before departure, the full amount falls due immediately upon booking and must be paid straight away for the booking to be confirmed.

6.3 The exact final payment date is stated in the booking confirmation. In the event of non-payment or late payment, Rozanatravel has the right to cancel the booking and apply cancellation fees in accordance with section 8 and section 10.5.

6.4 You are responsible for ensuring that the payment details are correct and that you are entitled to use the payment method.

6.5 In the event of a withdrawn payment or chargeback without valid grounds, we may charge administrative costs and, where lawful, restrict future purchases.

7.1 You must provide the travellers' details correctly, in particular the name exactly as per passport/ID, date of birth and contact details. Incorrect names may render a ticket or trip invalid or result in high change costs – in some cases a change may be impossible.

7.2 You are responsible for ensuring that the travellers meet all requirements for travel and entry/exit, including a valid passport/ID (often with at least six months' validity after the return journey), visa, residence permit, vaccination requirements, transit rules and other government requirements.

7.3 We provide general information about such requirements where possible, but the ultimate responsibility for meeting the requirements rests with the traveller. We are not liable for denied entry, denied boarding or other consequences resulting from inadequate documents or unmet requirements.

7.4 You are responsible for taking out appropriate travel insurance covering e.g. illness, accident, cancellation and baggage damage. We always recommend that travellers have comprehensive travel insurance.

8.1 For individual travel services (where Rozanatravel is an intermediary), change and cancellation rules are governed primarily by the Supplier's terms (e.g. the airline's ticket rules and the hotel's cancellation policy), which you accept when booking.

8.2 Certain tickets and bookings are non-changeable/non-refundable or only partly refundable.

8.3 A no-show (failure to check in or arrive) often results in no refund and may also mean that subsequent parts of the trip are cancelled (common for flights with a return ticket).

8.4 If you request a change or cancellation through Rozanatravel, we will assist you as far as possible, but we cannot guarantee that the Supplier will approve the change. The Supplier's fees and any handling fees from Rozanatravel may apply and are stated where possible.

8.5 Cancellation rules for package tours are regulated separately in section 10.

9.1 If a refund is approved under the applicable terms, the refunded amount may be reduced by:

• the Supplier's cancellation fees or penalties,
• the non-refundable service fee under section 5.3,
• any handling fees clearly stated at the time of purchase,
• exchange rate differences and payment intermediaries' fees, to the extent permitted and applicable.

9.2 The refund time varies depending on the Supplier and payment method. For package tours, special time limits apply under the Package Travel Act (see section 10).

9.3 If a booking cannot be confirmed under section 4.3, we refund the amount relating to the part that could not be confirmed.

This section applies when your booking constitutes a package tour under the Package Travel Act (2018:1217). In the event of conflicting information, this section and mandatory law take precedence over the other parts of the Terms.

10.1 Information before the agreement

Before the agreement is entered into, you receive standardised package travel information under the Package Travel Act, including, among other things: the main characteristics of the travel services, the total price including taxes and fees, the payment plan, the minimum number of persons required, general passport and visa requirements, and information about the travel guarantee and cancellation options.

10.2 Transfer of the package tour

You have the right to transfer the package tour to someone who meets the conditions for participating in the trip. Such a transfer must be notified to us no later than 7 days before departure. You and the transferee are jointly and severally liable for payment of the price of the trip and any additional costs that the transfer entails.

10.3 Price changes

The price of the trip may be increased or decreased only if this is permitted under the Package Travel Act and clearly stated in the agreement. A price increase may be made if it is a direct result of changes in: (a) the price of passenger transport as a result of fuel costs or other energy sources, (b) taxes or fees levied by third parties that are not a direct part of the trip's performance, or (c) exchange rates relevant to the package tour. Notice of a price increase must be given no later than 20 days before departure. If the price increase exceeds 8% of the price of the package tour, you have the right to withdraw from the agreement without charge.

10.4 Changes to the agreement by us

If, before departure, we have to significantly change any of the main characteristics of the package tour, or we cannot meet specific requirements you have made, you have the right to either accept the change, withdraw from the agreement without charge, or accept an equivalent replacement trip if one is offered.

10.5 Your right to withdraw from the agreement

You have the right to cancel the package tour at any time before departure. Cancellation must be made in writing, preferably by email to info@rozanatravel.se, and the cancellation fee is calculated based on the date on which we receive the cancellation.

On cancellation, the following cancellation fees apply, calculated on the price of the trip (excluding the non-refundable service fee under section 5.3):

• More than 30 days before departure: 25% of the price of the trip.
• 30–15 days before departure: 50% of the price of the trip.
• 14–7 days before departure: 75% of the price of the trip.
• Less than 7 days before departure or failure to arrive (no-show): 100% of the price of the trip.

The cancellation scale is also stated in the booking confirmation. On cancellation, we refund the amount paid less the cancellation fee as above, no later than 14 days after the cancellation has been received.

In the event of unavoidable and extraordinary circumstances at the destination or in its immediate vicinity that significantly affect the performance of the package tour or the transport to the destination, you have the right to cancel without charge and receive a full refund of amounts paid (but not compensation for other damage).

10.6 Our right to cancel the trip

We have the right to cancel the package tour if: (a) the number of registered travellers is below the minimum number stated in the agreement, and we notify you of this within the stated time limit, or (b) we are prevented from fulfilling the agreement due to unavoidable and extraordinary circumstances. In these cases, amounts paid are refunded no later than 14 days after the agreement has ended, but you are not entitled to any further compensation.

10.7 Defects in the package tour

If a travel service does not comply with what was agreed, you must notify us or the local representative without undue delay. We then have the right and the obligation to remedy the defect within a reasonable time and without cost or significant inconvenience to you. If the defect cannot be remedied, or if it is of significant importance, you may be entitled to a price reduction, an alternative trip or damages under the Package Travel Act.

10.8 Travel guarantee

Rozanatravel AB has provided a travel guarantee with Kammarkollegiet under the Travel Guarantee Act (2018:1218). The travel guarantee protects you if we, as the organiser, were to become insolvent or otherwise unable to carry out the package tour. Claims for compensation from the travel guarantee are made to Kammarkollegiet, www.kammarkollegiet.se.

10.9 Our responsibility for the performance of the package tour

Rozanatravel is responsible to you for ensuring that all travel services included in the package tour are performed in accordance with the agreement, regardless of whether they are performed by us or by another travel service provider. For damage that we are liable to compensate under the Package Travel Act, the limitations of liability that follow from relevant international conventions (e.g. the Montreal Convention for air transport) and from the Package Travel Act otherwise apply.

11.1 Suppliers may change times, routes, room types or other parts of the service. Such changes are decided by the Supplier. For package tours, section 10.4 also applies.

11.2 In the event of disruptions (e.g. a delayed or cancelled flight, changed check-in time, overbooked hotel), you should primarily follow the Supplier's instructions. We can help with support and communication, but decisions on compensation and alternatives normally rest with the Supplier and/or with the law.

12.1 For flights covered by EU Regulation 261/2004 on passenger rights, any rights to compensation and assistance normally lie against the airline.

12.2 Rozanatravel can assist you with information and documentation, but we cannot guarantee compensation or outcome. For package tours we may have a supplementary responsibility under the Package Travel Act.

13.1 The Distance and Off-Premises Contracts Act (2005:59) does not normally grant a right of withdrawal for travel services provided for a specific day or period (e.g. flights, hotels, package tours). This applies in particular under Chapter 2, Section 11, point 12 of the said Act.

13.2 Where the right of withdrawal does not apply, or where the Supplier's terms limit cancellation, the cancellation and change rules you accept when booking apply instead (see sections 8 and 10).

14.1 To the extent permitted by law, Rozanatravel is not liable for:

• Suppliers' acts or omissions in respect of intermediated individual travel services,
• indirect damage (e.g. loss of profit, missed connections, consequential damage),
• events outside our control (force majeure, see section 15),
• problems resulting from incorrect traveller details or inadequate travel documents.

14.2 If Rozanatravel is nevertheless deemed liable in respect of the intermediation of individual travel services, our liability is normally limited to the amount you have paid to Rozanatravel for the booking in question, unless mandatory law provides otherwise.

14.3 For package tours, the Package Travel Act's rules on liability and limitation of liability apply, which cannot be restricted to the consumer's disadvantage.

15.1 We are not liable for delays or deficiencies resulting from circumstances beyond our reasonable control, e.g. natural disasters, pandemics, war, acts of terrorism, strikes, government decisions, technical operating disruptions, internet outages or the Supplier's insolvency. This does not affect your mandatory rights under the Package Travel Act in the event of unavoidable and extraordinary circumstances.

16.1 You may not use the website in a way that breaks the law, causes harm or disruption, or constitutes misuse (e.g. scraping, automated data collection, attempts to circumvent security measures).

16.2 We may limit or terminate access in the event of suspected fraud or misuse.

17.1 All content on the website (text, logos, design, images, code) belongs to Rozanatravel AB or our licensors and is protected by intellectual property law.

17.2 Nothing in the Terms gives you the right to use our trademarks or content commercially without written permission.

18.1 We process personal data in order to carry out bookings, customer service, payment and communication in accordance with our Privacy Policy.

18.2 Cookies are used in accordance with our Cookie Policy. Links to both documents are available on the website.

19.1 Contact us as soon as possible in the event of problems, stating the booking reference and relevant details. For package tours, a complaint must be made without undue delay after the defect is discovered.

19.2 For matters that must be handled by the Supplier (e.g. baggage claims, on-site hotel standard, the airline's compensation cases), we may refer you to the right Supplier or assist with contact.

Customer support: info@rozanatravel.se | +46 70 009 09 08 | Mon–Fri 09:00–17:00 (CET)

20.1 To counter fraud, we may request additional information, e.g. identity verification.

20.2 If information cannot be verified, the booking may be refused or cancelled and a refund is made in accordance with section 9, less any non-refundable fees where lawful and clearly notified.

21.1 We may update the Terms. The version published on the website at the time of booking applies to that booking.

22.1 The Terms are governed by Swedish law, subject to mandatory consumer protection rules.

22.2 Disputes should primarily be resolved through dialogue with our customer support.

22.3 As a consumer, you can also turn to the National Board for Consumer Disputes (ARN), Box 174, 101 23 Stockholm, www.arn.se. You can also use the EU's online dispute resolution platform (ODR) at ec.europa.eu/consumers/odr.

22.4 A dispute may ultimately be tried by a Swedish general court, with Kristianstad District Court as the court of first instance, unless otherwise provided by mandatory law.