Terms and Conditions

1. GENERAL INFORMATION

COMPANY INFORMATION

Croatia Awaits d.o.o., turistička agencija
Office: Radnička 5, 21000 Split, Croatia
Registered with the Court Register: Republic of Croatia, Commercial Court in Split
Register Number (MBS): 060452157
Company Identification Number (OIB): 99795286758
Business Manager: Jelena Vrančić, authorized representative and member of the board
E-mail address: jelena@tourguide-split.com
Phone number: [+ 385 99 76 86 196]
Working hours: [8:00 am – 5:00 pm]
Agent support via email/phone/text/WhatsApp is available every day between 08:00 am and 9:00 pm.

Details of the competent body supervising the activities of tourist agencies: State Inspectorate – Tourist Inspectorate, Šubićeva 29, 10000 Zagreb, e-mail: turisticka.inspekcija@dirh.hr, tel: + 385 1 2375 100.

2. ORDERING

3. PAYMENTS FOR SERVICES

Once the itinerary has been agreed on between Agency and Client, the Client pays 30 % deposit.

After a deposit payment has been received, Agency sends a travel document as a pdf file providing contact information, start times, meeting points and other necessary information. The contract is considered binding and the reservation of the itinerary confirmed after the initial payment has been made.

The balance payment is due a month before Client’s arrival.

For payments, wire transfer and major credit cards through Agency secure payment gateway Monri (Visa, Mastercard) are accepted.

4. PRICING, INCLUSIONS/EXCLUSIONS

Tour quotes may or may not include hotel accommodation – this is agreed between Agency and Client in the itinerary planning.
Agency reserves the right to increase the price of the confirmed itinerary. This can occur due to the price increase in transport (fuel or other energy sources, road tolls, etc.), accommodation, local providers’ fees or if there is a change in government taxes.

Should the increase in pricing occur, Agency will inform the Client in writing explaining the increase no later than 3 weeks prior to the beginning of the agreed itinerary.

5. TRAVEL DOCUMENTS

After a deposit payment has been received, final travel document providing all of the contact information, times of departures and other necessary information, is sent to Client by Agency.

Client is not required to travel with any sort of paper document, voucher or confirmation letter. Agency strongly advises all Clients to travel with INFO document. This document contains all relevant information for their travel such as meeting times & places, contact numbers of guides/drivers etc.

Agency encourages Client to check the latest information with the nearest embassies in Client’s country, Client’s confirmation documents, as well as the validity of their passport (with visa if necessary) prior to travel. It is Client’s responsibility to make sure that they are in possession of the correct documents for their travel. No refund will be granted in case of lack or loss of personal documents. Invalid documents leading to the cancellation of the travel shall not result in any harmful consequences for the Agency, and, if the Agency should suffer additional damages due to such an omission by the Client, the Client must compensate the damages suffered. If a travel document should be lost or stolen during travel, the costs of issuing new documents shall be borne by the Client.

6. CANCELLATION POLICY

Agency needs to be notified about any cancellations of the services in writing.

Cancellations are subjected to cancellation fees.

Any major changes (change of dates, booked hotels/services) to the confirmed itinerary within 30 days prior to the arrival are subject to availability. Any such changes are subject to additional charge of 200 €.

Agency reserves the right to change/adjust and notify client on the cancellation policy change during the booking process according to the type of product offered.

In addition, all refunds are subject to the refund policies of each hotel, boat and other vendors, some of which have specific cancellation policies where funds paid are non-refundable. Accordingly, the amount refunded to Client may be further reduced as a result of these policies. Client will be notified about these in time.

CANCELLATION BY CLIENT

Client needs to notify the Agency in writing should they decide to cancel any of the services.

CANCELLATION FEES: Agency shall determine the cancellation fee to be charged to the Client, counting from the day of the receipt of a written cancellation notification, as follows:

– for cancellations notified 60 days or more prior to arrival Client will receive a full refund minus a € 150 per person cancellation fee and any non-refundable paid fees (e.g., non-refundable airfare, cruise, charter or hotel deposits).

– cancellations notified 59 – 30 days prior to arrival will be subject to charging of 50% of itinerary price.

– cancellations notified 29 days or less prior to arrival will be subject to charging of 100% of itinerary price.

If, during or after the booking of a tour, a Client anticipates they may have to cancel the tour due to unexpected circumstances, in order to avoid the costs of the tour cancellation stated in the part of TC titled “Cancellation Policy”, Client can purchase the insurance from the risk of cancellation with the preferred insurance company directly.
Agency strongly advises all its clients to purchase comprehensive insurance policies from the preferred insurance company in case of expiration, cancellation or interruption of travel. 

CANCELLATION BY AGENCY

Force Majeure

Agency shall be relieved from liability for partial or complete failure to fulfil obligations under TC due to force majeure circumstances (war, riots, strike, terrorist actions, sanitary disorders, natural disaster, disease outbreak, traffic accidents, sudden and unusual traffic jams, intervention of competent authorities, sudden changes of public transport schedules, delays of air carriers and other means of transportation, unfavourable weather conditions and similar). In case of force majeure, Agency shall notify Client on the commencement and cessation of circumstances preventing Agency from fulfilling its obligations.

Agency shall perform all the itinerary obligations completely and as described, except in the event of force majeure.

Other reasons

In case of extraordinary circumstances arise that cannot be avoided or eliminated, which – had they occurred at the time of closing the Contract – would have been a justified reason for Agency not to conclude the contract and not to act as agent for tourist services, Agency may propose a change to the confirmed itinerary or cancel the confirmed itinerary (fully or partially) with notifying Client and acting in Client’s biggest interest.

Agency can cancel the Itinerary or withdraw from the contract and claim compensation from a traveller who does not comply with TC, mainly if the traveller deliberately provides false information on the travellers and their age or of changes happening during the course of the tour of which the Client has not notified Agency.

Agency bears no responsibility if individual activities and services that depend on weather conditions (low sea temperature, wind, precipitation and similar) cannot be realized in accordance with the travellers’ expectations.

7. INSURANCE

Bookings are secured through the guarantee fund insurance in case of insolvency for the travel package an as well as responsibility insurance that may be caused to the Client by unfulfilled or partially fulfilled or obligations for the damage related to package tour in case Agency is the organizer of the services.

Upon confirmation of booking, the Client confirms and agrees to the Agency insurance policy. If a client does not stipulate additional insurance, Agency considers that all additional insurance policies have been stipulated in Client’s home country.

It is a condition of our agreement with Client that Client and all members of Client´s party have suitable and sufficient travel insurance to cover the Travel as neither Agency nor our suppliers can be held responsible for any liability, cancellations, expenses or losses that are incurred as a result of not being sufficiently insured. Agency strongly advises that a comprehensive travel insurance policy is purchased with the Client’s preferred insurance company.

Agency strongly advises all its clients to purchase insurance policies in case of expiration, cancellation or any sort of interruption of travel, insurance from the risk of accident and illness while on travel, insurance from the risk of damage and loss of luggage, voluntary health insurance while travelling and staying abroad, and insurance from the expenses for the assistance and return to the place of departure in case of accident or illness.

8. NOTICE ON FILING CLIENT’S COMPLAINTS

Client has a right to complain about the unfulfilled contractual services. Client is required to file a written complaint to the Agency up to seven days of ending the tour. Complaints filed after the expiration of seven days will not be taken into consideration.

Pursuant to the provisions of Articles 6 and 21 of the Tourism Supply Act (OG 130/17, 25/19, 98/19, 42/20, 70/21) as well as the provisions of Art. 10 of the Consumer Protection Act (OG 19/22, 59/23) Clients are entitled to submit complaints about the quality of services Agency provided in writing to the following address:

CROATIA AWAITS D.O.O.

RADNIČKA 5

21000 SPLIT

CROATIA

Agency will immediately acknowledge receipt of your complaint, and reply at the latest within 15 days of receiving the receipt. The obligatory information required for filling the complaint is:

– the name and surname of the person submitting the complaint and

-the exact address for the submission of the response.

The Client is obliged to fully explain the reasons for filing the complaint stating the relevant evidence.

Until the Agency makes a decision about the complaint, the Client negates the mediation of any other institution or competent authority, the right to file a lawsuit and provide information to third parties or public media.

Agency will only deal with fully-filed complaints and will keep a written record of the complaints, filed at least one year from the date of their receipt.

Client and the Agency will resolve any disputes in amicable manner by mutual agreement, otherwise the jurisdiction of the Court in Split is agreed upon. Relevant law will be Croatian law. According to the Law on Provision of Tourism Services, the Client may submit a proposal for solving a dispute before the notified body for alternative dispute resolution in accordance with the law governing alternative dispute resolution.

CONTACT

Jelena Vrančić
jelena@tourguide-split.com
+385 (99) 76 86 196