These General Terms and Conditions and Travel Instructions are an integral part of the Contract or voucher for services concluded between DALMATIAN STORY, travel agency and services (UP / I-335-02 / 18-01 / 386) owner Nataša Maleš, Ražinska ulica 97. 22000 Brodarica (hereinafter: the agency) and the travel contractor (hereinafter: the passenger). These General Terms and Conditions define the conditions under which the Agency enters into a Contract with a travel contractor, which differ in legal liability. For reservations where, in addition to the accommodation service, the Agency organizes the provision of additional services or services, the same Contract acts as the Organizer, while in all other cases the Agency acts as an Intermediary (in the sale of accommodation). All information listed in the General Terms and Conditions constitutes a legal obligation for the agency and the passenger.
The Agency provides the service according to the information published on the Internet and valid on the day of booking confirmation, and according to the description and date in accordance with the confirmed reservation except in case of force majeure such as illness or death of the service provider or his immediate family, extraordinary circumstances that cannot be predicted or eliminated. (natural disasters such as earthquakes, floods, sanitary disturbances, fires, droughts, wars, strikes, terrorist actions and restrictions issued by the state, such as mobilization, ban on leaving the country).
Inquiries and reservations for accommodation are received electronically, by telephone or in writing at the Office of the Agency as well as at the offices of the agencies of the contracting partners. When creating a request for accommodation reservation, the Traveler confirms that he is familiar with the stated General Terms and Conditions for the provision of travel services, which he has previously carefully studied, and that he fully accepts them. Everything stated in these General Terms and Conditions is a legal obligation for both the Traveler and the Agency.
The Agency shall make available to the Traveler the appropriate material in electronic form, provide him with all relevant information regarding the booked service, and refer him to the General Conditions of Travel which are an integral part of this contract and offer a travel insurance package. The passenger is obliged to provide all the information required by the booking process. To book the accommodation service, the Traveler is obliged to pay an advance in the amount of at least 15% of the total value of the booked accommodation for the selected period unless otherwise indicated during the booking process and the rest of the total value of the booked accommodation on the day of arrival directly to the Landlord. . For specially designated facilities and accommodation units, the Traveler is obliged to pay 100% of the total value of the price of the selected accommodation for the selected period in order to make a reservation. The stated payment models are valid for all facilities unless otherwise stated and with which the Traveler is familiar when confirming the reservation.
Note for payment by bank transfer relating exclusively to foreign travelers; The passenger is obliged to make the payment by bank transfer to the foreign currency account of the Agency. The costs of the sending bank and the receiving bank shall be borne by the Traveler in full.
Note for credit card payment; all payments are made in HRK. The amount for which the Passenger's credit card will be charged is calculated by converting the euro into Croatian kuna at the middle exchange rate for foreign exchange of the Croatian National Bank on the day of debiting the card. When paying with a Traveler's credit card, the same amount is converted into the Traveler's national currency according to the valid exchange rate list of the cardholders' association. As a result of the price conversion, there is a possibility of a small deviation of the amount charged from the original price displayed on the Agency's website.
The service provider reserves the right to deny the service to the passenger if he brings the pet to the accommodation without prior notice to the Agency or the service provider. In that case, the Agency is not obliged to accept a complaint from the Traveler about the quality of the booked accommodation or service.
Promotions and discounts cannot be added or combined. Each reservation can contain only one discount.
According to the valid Law on Sojourn Tax of the Republic of Croatia, the Traveler is obliged to pay the sojourn tax at the same time as paying for the accommodation service. The sojourn tax prescribed by the Sojourn Tax Act of the Republic of Croatia amounts to HRK 2.00 to HRK 8.00 per person per day for adults. The sojourn tax fee reduced by 50% is charged to the age group from 12 to 18, while children up to the age of 12 are completely exempt from paying the sojourn tax. The final amount of the sojourn tax for a certain reservation depends on the destination in the Republic of Croatia where the accommodation unit is located, the period of stay, the number and the age group of the Traveler.
The price of the accommodation service includes the basic service as described in the price list with the accommodation unit from the reservation. For one part of the accommodation from our offer, in addition to the price of the basic service, the Passenger is charged a mandatory surcharge for the following additional services: transfer, final cleaning or extra cleaning, insurance, one-time registration and environmental tax and all special services not included in the price. The amount of the obligatory surcharge is presented to the Traveler on the specification of the calculation of the total amount of the reservation during the process of creating the reservation. Optional additional services are those services that are not included in the basic price and are available with prior notice to the Agency but also a surcharge to the service provider and therefore the Traveler pays on the spot in cash in accordance with payment instructions specified in the Agency's offer. The traveler is obliged to request or announce additional or special services when booking accommodation.
When booking private accommodation, the price usually includes the consumption of electricity, water and gas, bed linen, and all additional services that are listed as such in some descriptions of accommodation. The traveler is obliged to clean the apartment or holiday house before departure, regardless of the final cleaning service of the accommodation provider. The final cleaning that the Passenger is obliged to do includes washing and stacking dishes, removing garbage and sweeping all rooms so that the facility is returned to the service provider in order.
Prices of services are published in EUR. The Agency reserves the right to change the published prices. The Agency guarantees the price of accommodation, stated in the calculation on the basis of which the payment was made, to the traveler who has paid the advance payment or the entire amount for a certain reservation. If the change occurs before the payment is made, the Agency undertakes to inform the Traveler about the price change. The contracting parties agree that the Agency has the right to increase the price no later than 20 days before the start of use of the service if after the confirmation of the reservation there have been changes in the exchange rate of the contracted currency. The passenger reserves the right to cancel the reservation if the price of the reservation is increased by more than 10% compared to the original price of the reservation, with the right to a refund of the price paid until then, with the right to compensation excluded.
The prices stated in the offers and programs of the Agency are based on the contract with the Agency's partners and do not have to correspond to the prices published on the spot in the facility where the Traveler stays, and any difference in price cannot be complained about. If more people come to the booked accommodation unit than indicated on the documents (voucher), the service provider has the right to deny the service to unannounced passengers or to accept all passengers with additional payment of unannounced passengers on the spot. The Service Provider reserves the right to deny the booked service to the Traveler in the event that the Traveler brings a pet into the accommodation without prior notice to the Agency or the service provider. In these cases, the Agency is not obliged to take into account the guest's comments on the quality of the booked accommodation or services. Promotions and discounts cannot be added and combined with each other; only one discount can be used in one reservation.
The offered accommodation units are described according to the official categorization of the competent institution, as well as on the basis of the insight of the Agency's representatives into the actual condition of the accommodation at the time of publication. Standards of accommodation, food, services and other things in different places and countries are different and not comparable. The information that the Traveler receives at the point of sale does not bind the agency to a greater extent than the information published on the website www.dalmatianstory.com and / or the catalog and other printed materials of the agency.
A parking space is provided if the service provider has one parking space available for each accommodation unit within the facility or its vicinity. Secured parking does not mean that it must be located in the yard of the building, in a guarded, fenced or covered place.
The duty of the agency is to take care of the implementation of services as well as the choice of service providers, and to take care of the rights and interests of passengers, in accordance with good customs in tourism. The Agency shall carry out all the above obligations in full and in the manner described, except in exceptional circumstances (point 2), when the procedure described in point 12 is followed.
8. Passenger obligations
The passenger is obliged to:
• have valid travel documents
• comply with the customs and foreign exchange regulations of the country of destination
• comply with foreign exchange and customs regulations, check whether he needs a visa to enter the country of destination or neighboring countries. In case of impossibility to continue the trip due to violation of regulations by the Traveler, all incurred costs shall be borne by the Traveler.
• adhere to house rules in accommodation facilities, and cooperate with service providers in good faith
• upon arrival at the destination, submit a document on the paid service to the service provider (voucher received by e-mail)
• pay the remaining amount of the reservation on the spot on the day of arrival at the accommodation if he has chosen for his reservation the model of payment of the rest on the day of arrival in Croatian Kuna. The price in Euros will be converted into Croatian kuna in accordance with the exchange rate of the Croatian National Bank on the day of payment.
• announce to the Agency, when making an inquiry, the intention to bring a pet to the accommodation unit even if, according to the description of the facility, the pet is welcome. The traveler is obliged to announce the type and size of the pet, since although pets are allowed, there are rules and house rules that need to be respected. For most facilities where a pet is welcome, an appropriate surcharge will be charged by the service provider. The supplement is paid to the service provider on the day of arrival at the accommodation, where the Traveler is notified in advance of the amount by the Agency.
• report immediately when sending a request for accommodation if you plan to arrive with more people than the stated accommodation capacity, even if they are minor children. The possibility of staying with a larger number of people depends solely on the good will of the service provider, which does not exclude the possibility of charging a surcharge for additional people. There is no rule according to which minor children can stay in accommodation free of charge and without notice.
In cases of non-compliance with the stated obligations, the Passenger bears the costs and is responsible for the damage. By confirming the reservation, the Passenger undertakes that, if he causes any damage, he will pay the service provider on the spot all the damage caused.
The Traveler is obliged to send any change or cancellation of the reservation to the Agency in writing (e-mail, post or fax) in order for the Agency to be able to process the request. It is not possible to change or cancel a reservation by phone. In case of change or cancellation of the confirmed reservation, the date of receipt of the written request during the working hours of the Agency is the basis for the calculation of costs. In case of receipt of a written cancellation or change of the confirmed reservation outside the working hours of the agency, the next working day of the agency is taken as the date of processing the request. In case the Traveler cancels the confirmed reservation of private accommodation within 72 hours after the payment of the reservation, provided that there are more than 40 days until the start of using the service, the Agency will refund the amount paid within 7 working days. This rule only applies to the first cancellation.
For the change of the number of persons, the start and / or end date of the use of the service by the Passenger on the already confirmed reservation, if the change of the reservation can be realized, the following conditions apply:
• more than 30 days before the start of using the service for the amount of the reservation that is the same or greater than the original, the Agency will charge only the difference in price
• from 29 to 7 days before the start of using the service, for the amount of the reservation that remains the same or increases, the Agency will charge only the difference in price.
• from 29 to 7 days before the start of using the service, for the amount of the reservation that is less than the original, the Agency will make a change in accordance with the request of the Traveler, but the amount of the reservation will not be reduced
• changes to reservations 6 to 1 day before the start of using the service are not possible.
If the Traveler requests a change of accommodation unit in another facility, the change is considered a cancellation of the reservation and the following conditions of cancellation apply.
If the requested changes to the reservation are not possible and therefore the Traveler cancels the reservation, the conditions of cancellation below apply.
If the client requests a change in the transfer reservation up to 48 hours before the start of using the service, and a change is possible, the Agency will charge any difference in price. Changes less than 48 hours before the start of the transfer are not possible.
Private accommodation - apartments
1) In case of cancellation of the confirmed accommodation reservation, the following costs will be charged:
• for cancellation of a reservation up to 30 days before the start of using the service, a minimum of 15% and a maximum of 40% of the total price of the reservation will be charged. The amount for cancellation is equal to the amount charged to confirm the reservation.
• for cancellation of a reservation from 29 to 0 days before the start of using the service, 100% of the total price of the reservation will be charged
• for cancellation of the reservation after departure, or if the Traveler does not show up at the booked accommodation, 100% of the total price of the reservation will be charged.
Villas and holiday homes
• for cancellation up to 40 days before the start of using the service, 30% of the total reservation price will be charged
• for cancellation of a reservation from 39 to 0 days before the start of using the service, 100% of the total price of the reservation will be charged
• The guest is obliged to pay the full amount, ie the balance from the total price of the reservation no later than 40 days until the consumption of the service.
• Note: All the above conditions apply to all types of facilities unless otherwise stated during the booking process, ie on offer to the guest
In case of force majeure "circumstances beyond reasonable control" such as; natural disasters, war, riots, earthquakes, hurricanes, strikes, suspended flights, floods, plague, travel restrictions all payments already made by the passenger are non-refundable. The agency is obliged to issue a credit voucher in the amount paid to the agency. The traveler should use the mentioned credit voucher within 18 months from the date of issuing the voucher for the originally booked accommodation. In the event that the originally booked accommodation is not available in the desired period, there is the possibility of switching to alternative accommodation according to the wishes of the Traveler. New accommodation must be in the same price range as previously booked.
In case of cancellation of the confirmed reservation reservation, the following costs will be charged:
• for cancellation up to 72 hours before the start of using the service, a fee for administrative costs in the amount of 15 EUR will be charged
• for cancellation of the reservation within 72 hours before the start of using the service, or if the Passenger does not show up at the agreed place for transfer, 100% of the total price of the reservation will be charged
For each canceled accommodation reservation, the Agency charges an administrative fee in the amount of 25 euros. If, according to the Cancellation Conditions, the Traveler is entitled to a partial refund of the amount paid, the Agency is obliged to make the refund within 45 days.
When canceling a reservation for which the Traveler has paid 20% of the total amount of the reservation to the Agency, if the amount of cancellation costs exceeds the amount paid, the Traveler will be invoiced for the remaining cost of canceling the reservation in accordance with the General Terms and Conditions. settle within 14 days of receiving it.
In case the Traveler cancels the reservation within 7 days before the start of the service, the Agency approves the Traveler to find a new Traveler for the same reservation if possible (depending on the permission of the final service provider). In that case, the Agency will charge only the actual costs caused by the replacement of the Passenger. The New Passenger or the user of the reservation assumes all obligations from these General Terms and Conditions.
If the Traveler does not arrive at the booked accommodation by midnight on the day of using the service, without notifying the Agency or the service provider of the late arrival, the reservation is considered canceled and the costs of cancellation are calculated according to the above. If the actual cancellation costs exceed the paid amount of the reservation, the Agency reserves the right to collect the actual costs incurred and will issue an invoice to the Traveler, which the Traveler is obliged to pay within 14 days of receiving it.
The Agency does not reimburse the Traveler for the costs incurred in obtaining travel documents or visas, related to the reservation that the Traveler cancels.
The price of the reservation does not include the "package" of travel insurance: insurance against the risk of accident and illness on the trip, insurance against damage and loss of luggage, insurance against cancellation of the reservation and voluntary health insurance. In the event that the Traveler requires these insurances, they can be contracted directly with one of the insurance companies or with the Agency, where the Agency acts exclusively as an intermediary. We recommend that you carefully study the terms of insurance before purchasing.
If during the reservation the Traveler thinks that for certain reasons he could cancel the trip, the Agency recommends the payment of the cancellation insurance policy.
In the event that the Traveler has not contracted cancellation insurance, and must cancel the trip, the Agency reserves the right to payment according to the rules set out in Article 9 of this Agreement. When canceling a reservation, the cost of purchasing visas or travel documents is not paid, even in the case when the Traveler has paid the cancellation insurance. By paying the cancellation insurance policy, the Traveler transfers all his receivables to the insurance company whose cancellation insurance policy he owns, and the Agency undertakes to provide all documentation related to the reservation that the Traveler needs to realize the receivables from the insurance company. All other insurance conditions are included with the insurance policy and we recommend that every Traveler read them in person.
The traveler is obliged to take care of his belongings brought into the accommodation. The passenger is responsible for the theft, loss or damage of things left without his supervision. The agency is not responsible for damaged, destroyed or lost luggage, as well as for theft of luggage or valuables in the accommodation facility (it is recommended to rent a safe if there is such a possibility or pay an insurance package where luggage would be insured). The Traveler is obliged to report the lost luggage or theft to the accommodation service provider and the competent police station.
The Agency reserves the right to change the reservation in case of extraordinary circumstances that cannot be foreseen, avoided or eliminated (see point 2). Reserved accommodation, the Agency reserves the right to replace only if the Traveler is duly notified of the change, that the replacement accommodation is the same or more category and that the price of replacement accommodation corresponds to the price at which the Traveler confirmed the reservation. In the event that the Agency is able to offer only replacement accommodation in a facility of a higher category at a price exceeding the amount of the paid reservation more than 15%, the Agency reserves the right to charge the difference in price in consultation with the Traveler. In case of impossibility to replace the paid accommodation, the Agency reserves the right to cancel the reservation with prior notice to the Traveler before using the service, and guarantees a refund of the full amount paid, whereby the Traveler has no right to claim damages from the agency. The Agency is obliged to refund only the amount paid to the Agency's account. If an adequate replacement is not possible on the day of using the service, the Agency undertakes to provide the Traveler with all the information it has about accommodation that is not offered by the agency as well as to refund the amount paid to the Traveler.
Every Passenger - contract holder has the right to complain about the non-performance of the contracted service. In the event that the services from the offer are of poor quality, the Traveler is obliged to immediately report the inappropriate service on the day of arrival and notify the agency by e-mail at email@example.com or by phone at +385 959043301 (working hours of customer service 08:00 -16 : 00h). The passenger is obliged to cooperate with the service provider and the agency in good faith to eliminate the causes of the complaint. A traveler who leaves the facility and finds other accommodation on his own initiative due to dissatisfaction with the current condition of the booked accommodation, without giving the Agency the opportunity to eliminate the cause of his dissatisfaction, or to find him alternative accommodation, has no right to demand a refund or a lawsuit. to the fact whether his reasons were justified or not.
Also, if the Traveler accepts the offered solution to the complaint on the spot, which corresponds to the paid service, the Agency will not accept the subsequent Traveler's complaint or respond to it.
In case the problem has not been resolved, even after the agency's intervention, the Traveler is obliged to send a written complaint together with supporting documents and photographs proving the basis of the complaint by e-mail to firstname.lastname@example.org or by mail no later than 8 days after returning from vacation. The Agency undertakes to consider only fully documented complaints received within 8 days after the completion of the reservation.
The Agency is obliged to issue a written decision on the Passenger's complaint within 14 days of receiving the complaint. The Agency may postpone the deadline for resolving the complaint due to the collection of information and verification of the allegations of the complaint with the service provider for a maximum of another 14 days. The Agency undertakes to resolve only those complaints for which the cause could not be remedied at the place of rest.
While the settlement procedure lasts, and a maximum of 14 or 28 days after the filing of the complaint, the Traveler irrevocably waives the mediation of any third party: arbitration of UHPA or other institutions, providing information to the media, as well as the right to sue. The highest fee per complaint may reach the amount of the advertised part of the services, and may not include already used services or the entire amount of the arrangement. The Law on Tourist Activity excludes the right of Travelers to compensation for ideal damage.
A traveler who is dissatisfied with the travel organizer's response, and who has used the services of a UHPA member agency and adhered to the above guidelines for conducting a complaint procedure provided he has all the necessary documentation, may appeal to UHPA arbitration. In accordance with the Rules of Arbitration, the entire procedure should be completed within the next month. With this procedure, either the organizer will agree to compensation or the Traveler will, at a small cost, find out that even in court, which can still be appealed, there is no chance of winning the dispute.
The Agency cannot be held responsible for possible climatic conditions, cleanliness and sea temperatures in destinations, and all other similar situations and events that may cause Passenger dissatisfaction, not directly related to the quality of the booked accommodation unit (eg bad weather, poorly arranged beaches; excessive crowds, theft or damage to property, etc.).
If the Traveler decides to book from a special LAST MINUTE, FIRST MINUTE or SPECIAL OFFER offer, then the Traveler accepts all the risks of such a reservation. LAST MINUTE, FIRST MINUTE and SPECIAL OFFER reservations contain uncertain facts that the Agency cannot influence, and the Traveler has primarily accepted such a reservation due to the better price and therefore waives the right to a refund and the right to complain to the Agency.
The passenger provides personal data voluntarily. Passenger's personal data are required in the process of realization of the requested service. They will also be used for further communication with each other. The Agency undertakes not to take the Passenger's personal data out of the country or give it to a third party, except for the purpose of realizing the requested service. Passenger's personal data will be stored in a database, in accordance with the decision of the Management Board on the manner of collecting, processing and storing personal data. The traveler gives consent that his personal data may be used for the purpose of marketing actions of the agency.
What data will we collect?
We may collect all or some of the following information relating to you or other members of your party:
A. Names and contact information / address, including telephone number and email address
B. Credit / debit card or other payment details (including card number, cardholder name, expiration date)
C. Special requirements such as those relating to disability or health condition that may affect selected arrangements
D. Dietary restrictions (which may reveal your religious beliefs)
E. Other personal information you may provide during our correspondence
You are responsible for ensuring that other members of your party are aware of the contents of this Policy and agree to your action on their behalf in all your dealings with us.
We collect all information in order to meet your needs or act in your interest, and we are willing to accept only sensitive personal information from you, provided we have your positive consent. We will seek that consent when necessary.
When will we collect this information?
We will only collect personal information from you if you specifically request it:
A. When you purchase a product or service from or through us
B. When you submit an inquiry or fill out a form on a website
C. When you subscribe to our newsletter
D. When talking to any of our team
E. When you fill out a survey or enter a contest
By confirming the reservation and paying the advance or the total amount of the reservation, the passenger confirms his consent to the above conditions.
The Traveler and the Agency undertake to try to resolve any disputes in the application of this Agreement amicably, while otherwise they are subject to the decision of the competent court in Šibenik, where the applicable law is Croatian law.