These General Terms and Conditions for providing tourist services are an integral part of the Contract between the travel agency DISCOVER CROATIA – (hereinafter: us, we, our, agency) and the travel contractor (hereinafter: Guest, you). All information and conditions in the program and in these General Terms are binding for both us and the Guest unless otherwise is determined by the Contract. By confirming and paying a reservation, you are confirming that you fully accept these General terms.
CONTENT OF THE OFFER
When you submit our request form or send us your email where we will find out what kind of experiences you would like to include in your trip together with the dates of your trip, destinations to visit, accommodation standard, way of traveling and other services we will provide you an detailed itinerary proposal based on your inputs and a quote that exactly matches your preferences. You need to confirm the final version of the itinerary and make a reservation and payment of your custom trip. After booking process is completed on your email address you will receive a carefully prepared travel notes package which contains final version of itinerary, vouchers, welcome letter, brochures, tickets, advices and other important information.
We ensure the service listed in final version of itinerary confirmed by you and validated on the day of the reservation, and according to the description and travel period confirmed in the reservation.
We guarantee ditto except in case of force majeure or exceptional circumstances that cannot be foreseen or prevented. like death, war; strike; terrorist actions; natural disasters; limitations issued by authorities and delays of all transport means. Depending on the reason for changes or cancellation of a reservation, we will inform you about incurred changes and then first try to find appropriate alternative service at least with the same standard and with the same price that you already paid. If there is no appropriate alternative available, we will give you a full refund of paid amount.
We are obligated to provide services, to take care about the services provided by its contractors and to select contractors according to your interest. We are also obliged to take care about your rights and interests in accordance with the tradition of the tourism industry. We are not obliged to offer services which are not in accordance with this General Terms
Our team members will be there to help the traveler throughout the stay. Each team member will provide a telephone number and email address and can be reached at any time.
RESERVATIONS AND PAYMENT
The reservation of our services can be made by e-mail or by contact form provided on our web page www.discover-croatia.eu. You are obligated to provide all correct information required for the reservation procedure. By confirming a reservation and signing a contract you are confirming that you are fully aware of these General terms and that you accept them.
In final version of your itinerary / travel program you will be notified of the price of your holiday. Price includes all what is listed in the program (section Included in price) You will be required at the time of booking to pay us a non-refundable deposit of 50% of the quoted holiday price and the full holiday price of a booking should be made at least 60 days prior to departure, or in full if the booking is made within 4 weeks before the departure.
Payment can be made by bank transfer from abroad. Guests from abroad can pay for their reservations directly to our account by bank transfer where bank transaction fees are paid by the guest.
The Agency reserves the right to increase the contracted price in the case of change of HRK/EUR exchange rate or HRK/USD exchange rate, change in transport costs or change in facilities costs. The Guest shall be informed on the increase in writing, by an e-mail providing proof that the increase occurred after the Contract was signed.
In case the Guest decides to pay the full amount on the receipt of the booking confirmation before the date stated on the booking confirmation as the early payment price guarantee deadline, the package price will be completely guaranteed by the Agency and there will be no further price increases.
RIGHTS TO CHANGES AND CANCELLATIONS
If you wish to change or cancel the reservation, you must do so in writing via e-mail. We will approve change only if it is possible. Change of reservation understands: change of number of Guests, change of consumer of service, change of accommodation, change of service and/or change of date of the service. For any cancellation or shortening of the journey on behalf of the Guest that is due to bad weather conditions, the above cancellation fees shall apply.
Any cancellation caused beyond the responsibility of the Agency, the Agency shall not be held liable for any shortening or cancellation due to such circumstances. The Agency reserves the right to make full or partial changes to the programme in the case that extraordinary circumstances that could not have been anticipated or avoided occur before the start of the tour or the Agency has no control over such events, and is therefore unable to accept responsibility for them.
If there is a possibility of change the reservation without additional expenses, the change will be performed without extra charge. If change of reservation requires additional expenses, those expenses will be extra charged to you with a prior notice. In case, you do not accept extra charges caused by reservation change or if change of reservation is not possible, and you for that reason cancel the reservation, conditions for cancelled reservations will be applied as follows:
- For reservation cancelled up to 60 days prior to the beginning date of the service we will charge 50% of the total amount of reservation
- For reservation cancelled from 59 to 45 days prior to the beginning of the service, we will charge 70% of the total amount of reservation
- For reservation cancelled from 44 to 30 days prior to the beginning of the service we will charge 80 % of the total amount of reservation
- For reservation cancelled from 29 to 1 day prior to the beginning of the service, we will charge 100 % of the total amount of reservation
We are obligated to refund amount for cancelled reservation within 60 days of accepted written cancellation.
Should the Guest wish to rebook an alternative service instead of the cancelled one, it is at the discretion of the Agency to transfer some or all of the funds already paid by the Guest in favour of the alternative booking. If the Guest who cancels a reserved and paid service finds a new customer for that service, we will charge only real additional expenses. New Guest accepts all obligations from these Terms and Conditions.
Vouchers are not cashable and non-refundable.
INVOICE
The final invoice shall be made out to the Guest's name upon the completion of all the services included in the program and the contract. The Guest will receive a Prepayment Invoice for the deposit payment as well as for all outstanding amounts. All outstanding amounts must be paid 4 weeks before departure. The precise date will be shown on the tour Budget and specified by the Contract.
GUEST’S OBLIGATIONS
You are obligated to have valid travel documentation and health certificates, respect all customs and foreign exchange regulations as well as the laws and other regulations of the Republic of Croatia, enquire whether or not you need visa for the Republic of Croatia, and if so, you are obligated to pay expenses for it, abide by house rules of the accommodation units and cooperate with the service providers in a well-intentioned manner. The Guest shall be personally responsible for any damage he/she causes. Full payment for any such damage or loss (including lost keys) must be paid directly and immediately to the accommodation owner, manager, or other supplier. We and our suppliers reserve the right for reclamation if we think that any damage is done. By confirming reservation you accept to pay any damage at the spot.
The Guest shall be responsible for checking and confirming all the dates and times of traveling listed in the program.
The Agency recommends that Guests take out adequate travel, health and accident insurance as well as trip cancellation insurance for the journey and should claim the compensation on the basis of the insurance policy contracted with the insurance company for any loss or damage to luggage and/or personal possessions.
No refunds will be given for lost, mislaid or destroyed travel documents, or any used services not included in the price.
If you are coming with a pet, you are obligated to announce in pre-booking phase a number of pets eventually coming, type and size.
SETELMENT OF COMPLAINTS
We are not responsible for the damaged, lost or stolen luggage or any valuables kept in the accommodation. Lost or stolen luggage or valuables are to be reported to the service provider and the police.
You have a right on reclamation for paid services that are not preformed. If you are not satisfied with the service, you can submit complaint in writing or via e- mail following the Procedure of reclamation: if the reason for reclamation occurred during a stay, you are obligated to report complaint upon occurrence to your contact person provided by Agency via phone or email. You are obligated to cooperate with the service provider and your contact person with intention to eliminate causes of the reclamation. if you accept the proposed solution which corresponds with the service rendered on the spot, we are not obligated to take additional complaints into consideration. If the problem is not resolved on the spot following an intervention, you are obligated to submit a written complaint to us along with supporting documents as well as any photographs to support the complaint by e-mail:
info@discover-croatia.eu or via mail. The highest amount of compensation per complaint can cover only the complaint portion of the service. The Guest is to make a written complaint at the latest 8 days after the end of the services. Written complaint received after the expiry of that term, the Agancy is not obliged to take such a complaint into consideration and the Guest shall restrain from any negative reviews, negative publicity, or any other legal action. The trip leader or tour guide is not authorized to validate any claims.
SECURITY OF YOUR PERSONAL INFORMATION
Your personal information is required for processing requested service. Your personal information given to us of your own free will will be used for communication between you and us. We are under obligation that personal information will not be given to a third party except for the purpose of carrying out the requested service.
INSURANCE
We strongly recommend that you come to your holiday fully insured and to make sure that all of the activities which you will be carrying out are covered by such insurance. This insurance must include emergency evacuation and repatriation costs in respect of all of your activities.
In accordance with the Law on Tourist Activity, in the improbable case of The Agency insolvency, Guests affected by such a circumstance while travelling, as well as persons that paid any amount for travel to the Agancy, should contact the Agency's insurance policy provider stipulated in the Contract. The insurance certificate that the traveler receives as an attachment with the confirmation and the invoice is valid for the booking party and all passengers.
FINAL PROVISIONS
Upon payment of the specified services in the booking confirmation tour price, you accept the general terms and conditions.
If any of the parties finds the resolution to the dispute unsatisfactory, they are entitled to file for court arbitration. Any such dispute shall come under the competence of the Council Court in Rijeka.
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