1. General provisions
These General Terms and Conditions (hereinafter referred to as the "Terms") regulate the rights and obligations between the Travel Agency (hereinafter referred to as the "Agency") and the Client (hereinafter referred to as the "Traveler") regarding the mediation in the reservation and purchase of tourist arrangements, excursions and other related services, the application of which is in accordance with the relevant EU Regulations.
The Agency acts as an intermediary between the Traveler and direct service providers (such as shipping companies, hotels, carriers), in accordance with applicable EU and national legislation.
2. Role of the Agency
The Agency mediates in the sale of excursions, accommodation and other tourist services. All arrangements of service providers, which are offered by the Agency, are subject to the terms and conditions of the providers themselves, and the Agency undertakes to provide clear and transparent information about each arrangement in accordance with Regulation (EU) No. 2019/1150 on the promotion of fairness and transparency for business users in digital services.
3. Reservations and payments
Reservations are made via mobile applications, websites or in person with agents. Reservation confirmation will be issued immediately after payment or authorization in case of using card services.
The Agency communicates clearly with Passengers and enables them to be informed about their rights, in accordance with Regulation (EU) No. 1177/2010 on the rights of passengers in maritime transport, as well as any additional costs that may be charged (such as card payment fees).
4. Prices and commissions
The prices of excursions and services include the Agency's commission. The commission for services provided by the Agency amounts to:
- 10 EUR per adult
- 5 EUR for a child from 5 to 12 years old
- Children under 5 years old do not pay the fee.
- Prices may be subject to change and will be clearly stated on the booking confirmation.
5. Responsibility of the Agency
The Agency is not responsible for any disruptions, delays or cancellations of services provided by direct service providers (such as shipping companies or hotels). The Agency undertakes to forward all relevant information on passenger rights under Regulation (EC) No. 261/2004 on passenger rights (in air transport), which may apply to similar conditions in maritime transport and tourist arrangements.
6. Protection of personal data and privacy
The Agency undertakes to process the personal data of the Traveler in accordance with the General Data Protection Regulation (GDPR) (Regulation (EU) 2016/679). Travelers have the right to access their data, correction, deletion and data portability, in accordance with applicable legislation.
7. Open access to information and transparency
The Agency provides clear and transparent information regarding services and booking conditions. In accordance with Regulation (EU) No. 1049/2001 on access to documents of the European Parliament, the Council and the Commission, the Agency provides the necessary information on legislative changes related to the tourism industry, which may affect business.
8. Cancellation and refund
Travelers have the right to cancel their reservation in accordance with the terms and conditions set by the service provider, which are clearly communicated at the time of booking. In the event of cancellation or delay by the service provider, the Agency is obliged to provide travelers with a refund or alternative options in accordance with applicable regulations on passenger rights.
9. Passenger rights under EU legislation
All Passengers using services mediated by the Agency have the right to be informed about their rights and obligations under EU legislation. In accordance with Regulation (EU) No. 1177/2010, Passengers must be informed of all rights regarding cancellation, compensation and other issues related to services provided by shipping companies or other service providers.
10. Taxes and obligations under EU legislation
The agency undertakes to fulfill all tax obligations according to the Regulation (EU) regulating VAT on tourist services. Profit tax, as well as taxes on brokerage services, will be calculated in accordance with the applicable EU legislation and national laws.
11. Obligation to provide pre-contractual information
The Agency is obliged to provide Travelers with clear and understandable information before concluding a contract, including:
- Prices of services,
- Description of the destination,
- Type and category of transport,
- Travel plan,
- Cancellation and refund conditions,
- The minimum number of passengers required to realize the arrangement.
The Agency is obliged to provide this information in accordance with Article 25 of the Act on the Provision of Tourism Services.
12. Passenger rights in the event of cancellation or change of arrangement
If the Agency significantly changes the terms of the arrangement before the start of the trip, the Traveler has the right:
- Accept the amended arrangement,
- Cancel the contract without compensation,
- Request a refund of the amount paid.
These rights are defined in Article 16 of the Law on the Provision of Services in Tourism.
13. Agency's obligation in case of non-performance of services
If the Agency cannot provide a major part of the contracted services, it is obliged to:
- Offer replacement services,
- Ensure the return of the Traveler to their original destination,
- Compensate for damages in the amount of the unused portion of the arrangement.
These obligations are prescribed by Article 16 of the Act on the Provision of Tourism Services.
14. Agency's obligation in case of force majeure
In the event of unforeseen circumstances (e.g. natural disasters, political instability), the Agency may:
- Cancel the arrangement,
- Offer alternative options,
- Provide a refund or compensation for damages.
These provisions are based on Article 16 of the Act on the Provision of Tourism Services.
15. Agency's obligation regarding transportation
The Agency is obliged to:
- Check the carrier's license,
- Ensure that means of transport meet safety standards,
- Inform Passengers about the conditions of transportation.
These obligations are regulated by Article 23 of the Act on the Provision of Services in Tourism.
16. Agency's obligation regarding tour leaders and guides
For group arrangements, the Agency is obliged to:
- Ensure the presence of a tour leader for groups of 15 to 75 passengers,
- Use licensed tourist guides.
These obligations are defined in Article 24 of the Act on the Provision of Tourism Services.
17. Agency's obligation regarding information on websites
The Agency is obliged to publish on its website:
- Name and headquarters,
- Contact information,
- Number of registrations,
- Information about the competent authority,
- General terms and conditions.
These obligations are prescribed by Article 21 of the Act on the Provision of Tourism Services.
18. The Agency's obligation to maintain business secrets
The Agency is obliged to keep as a business secret:
- Personal data of the Passenger,
- Details about the trip,
- Financial information.
These obligations are regulated by Article 22 of the Act on the Provision of Tourism Services.
19. Agency's obligation regarding surety insurance
The agency is obliged to provide surety insurance in the event of:
- Financial incapacity,
- Failure to fulfill contractual obligations towards Passengers.
20. Agency's obligation regarding information on package deals
The Agency is obliged to provide the Traveler with the following information before concluding a package agreement:
- Price of the arrangement,
- Description of the destination,
- Type and category of transport,
- Travel plan,
- Cancellation and refund conditions,
- The minimum number of passengers required to realize the arrangement.
The Agency is obliged to provide this information in accordance with Article 25 of the Law on the Provision of Tourism Services.
21. Agency's obligation regarding liability insurance
The agency is obliged to conclude a liability insurance contract that covers:
- Damage caused by failure to fulfill or improper fulfillment of obligations towards Passengers,
- Damage caused by an accident or mishap during travel.
This obligation is prescribed by Article 13 of the Act on the Provision of Tourism Services.
22. Obligation of the Agency regarding insolvency insurance
The Agency is obliged to provide protection in the event of insolvency, which includes:
- Refund of amounts paid to Passengers,
- Return of the Traveler to the original destination in the event of an accident or insolvency.
This obligation is prescribed by Article 13 of the Act on the Provision of Tourism Services.
23. Agency's obligation regarding information about excursions
The Agency is obliged to provide the Traveler with the following information before concluding a trip contract:
- Price of the trip,
- Destination,
- Number of daily meals,
- Means, characteristics and category of transport,
- Travel plan,
- The amount or percentage assumes the number and amount of installments for repayment of the remaining price,
- Border, visa and health formalities related to a trip abroad,
- The minimum number of passengers required to organize a trip and the deadline within which the Traveler will be notified of the cancellation of the trip if a sufficient number of passengers have not registered for the trip.
The Agency is obliged to provide this information in accordance with Article 25 of the Act on the Provision of Tourism Services.
24. Agency's obligation regarding transport information
The Agency is obliged to provide the Passenger with the following information before concluding a transport contract:
- Type and category of transport,
- Travel plan,
- Cancellation and refund conditions,
- The minimum number of passengers required for transportation.
The Agency is obliged to provide this information in accordance with Article 25 of the Act on the Provision of Tourism Services.
25. Agency's obligation regarding accommodation information
The Agency is obliged to provide the Traveler with the following information before concluding an accommodation contract:
- Type and category of accommodation,
- Travel plan,
- Cancellation and refund conditions,
- The minimum number of passengers required to realize the accommodation.
The Agency is obliged to provide this information in accordance with Article 25 of the Act on the Provision of Tourism Services.
26. Final provisions
These terms and conditions apply to all users of the Agency. The Agency reserves the right to amend the General Terms and Conditions. All amendments will be published and communicated to the Travelers in a timely manner. In the event of a dispute, the competent court in Zagreb shall have jurisdiction.