General terms and conditions
Introduction
These Terms and Conditions of booking and purchase of travel arrangements and services, including accommodation (hereinafter referred to as: Terms and Conditions) are an integral part of the Contract, i.e. voucher concluded by and between Adria turistički servis d.o.o. za turizam i usluge putnička agencija, Obala Stjepana Radića 25, 20000 Dubrovnik, Croatia; VAT: 38739929785 (hereinafter referred to as: ATS) and the Customer / Client (hereinafter referred to as: the Customer) contracting the tourist arrangements or services.
Booking and Contracting
The Customer may book the trip organized by ATS in all ATS offices, by telephone, fax, e-mail or other means of remote communication. By signing the contract, voucher or the booking form, i.e. by dictating the number of one’s credit card, using online or offline payment when purchasing the services by means of remote communication, the Customer fully accepts these Terms and Conditions upon having studied them carefully.
During the booking the Customer is obliged to provide all data and submit documents required for the travel program and to pay a deposit.
For the purpose of booking the selected service, the Customer pays 30% of the package price (per person), unless otherwise stated in the program. The balance to the full price of the package is to be paid no later than 14 (fourteen) days prior to the start of the trip, unless otherwise stated in the program (payment by instalments is excepted).
Payments
ATS accepts all common methods of payment, including bank transfer, cash and credit/debit card transactions.
There is no charge or service fee for processing credit-card payments.
Package Contents
As a rule, (unless stipulated otherwise in the tour program) the package price shall include:
– transport services,
– hotel and catering services
– travel packages.
If mentioned in the tour program, the price can also include airport fees, as well as costs of services by professional and local guides. The package price does not include (unless agreed otherwise):
– Optional excursions and visits,
– Costs of obtaining and issuing visas, if any
– Tickets for facilities to be visited.
All types of special services (single bedroom, special dietary requirements, etc.) shall be paid by the Customer and must be ordered at the time of booking. If a Customer requires special services during the tour, it shall be paid for directly to the guide or the Agency representative, in the currency of the respective country.
PRICE
Prices of all packages are based on the exchange rate of the Croatian kuna and foreign currencies. ATS may ask for an increase of the agreed price in case the following occurred after the contract was entered into:
– A change of exchange rates in relation to the program publication date,
– A change of transport costs (fuel, road toll, etc.),
– A change in fees of hotels or carriers.
ATS may inform Customers of the change in writing or verbally.
The agreed price may not be increased in the period of seven days prior to the start of the tour, save for exceptions from Paragraph 1 of this Article.
If the price increase should exceed 10% of the agreed price, the Customer may cancel the tour free of charge no later than 48 hours of receiving a written notice. If the Customer should fail to cancel the tour within the stated term either personally at the ATS point-of-sale or in writing, it shall be deemed that they agree to the price change.
Travel Documents
The Customer shall be provided with all travel documents no later than 5 days prior to departure, unless stated otherwise in the program. The travel documents shall include the following:
1. For a package with the use of own transport: the original voucher and written notices, if any,
2. For a bus package: the original voucher and the tour program,
3. For an airplane package: the original voucher, the tour program and an airplane ticket.
PERSONAL Travel Documents
Customers must have valid personal travel documents. Invalid documents leading to the cancellation of the travel arrangements shall not result in any harmful consequences for ATS d.o.o., and, if ATS should suffer additional damages due to such an omission by a Customer, the Customer must compensate ATS for 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 Customer.
Cancellation Policy
The Customer has the right to cancel the travel arrangement. In case the Customer cancels the Travel Contract, ATS is entitled to compensation of costs arising from such cancellation. When cancelling any booking The Customer will be notified via email, facsimile or telephone of the total cancellation fees.
If a Customer should cancel the booking, ATS retain keep the following amounts from the full package price:
– up to 30 days prior to departure, 10% of the package price, and no less than HRK 100.00
– 29 to 22 days prior to departure, 30% of the package price
– 21 to 15 days prior to departure, 40% of the package price
– 14 to 8 days prior to departure, 80% of the package price
– 7 to 0 days prior to the departure, 100% of the package price
– after the departure, 100% of the package price
The stated costs of cancellation shall also apply to changes of the departure date or the type of the accommodation facility, i.e. the type of the room/apartment, and to all other major changes. A cancellation scale that may differ from the stated one is included in a specific program and catalogue to which it refers.
If a Customer cancelling the tour finds a new beneficiary of the same booking, who meets the anticipated requirements, ATS shall charge only the costs caused by the replacement.
If arrangements are cancelled, the costs for obtaining visa/s or travel documents are not refunded.
If a Customer cancels the tour or shortens the travel due to bad weather conditions, ATS shall apply the above mentioned scale and subsequent complaints shall not be accepted.
Insurance from Risk of Cancellation
Pursuant to the Act on the Provision of Tourism Services travel agency employees are obliged to offer all travellers a travel insurance package that includes health insurance for the time of staying abroad, accident insurance, luggage insurance and trip cancellation insurance. At registration or at the point of concluding the Contract the traveller can pay either an individual insurance policy or the complete travel insurance package.
ATS recommends obtaining the complete travel insurance package. Insurance policies can be contracted until the time of departure, except for the travel arrangement cancellation insurance policy which can only be contracted until the point of conclusion of the Travel Contract, which also applies to the travel insurance package containing the travel arrangement cancellation insurance. The insurance premium is calculated taking into account the value of the travel service, according to the price list of the insurance company with which ATS has concluded a mediation contract. ATS acts as intermediary agent in insurance policy sales.
If the traveller concludes an insurance against the travel arrangement cancellation risk with an insurance company, the traveller’s rights pursuant to the cancellation risk insurance are to be claimed from that insurance company, subject to the general terms and conditions of the such insurance agreement. The course of dealing with the compensation and the time it takes to address the compensation cases are in the domain of the insurance company with which the travel arrangement cancellation risk insurance has been concluded.
We recommend that you study the insurance terms carefully before purchasing the policies.
Cancellation by ATS or Change of Program
If sufficient number of passengers have not booked the program, ATS reserves the right to cancel the travel arrangement no later than 5 days prior to the tour start date.
The minimum number of passengers required for a specific travel shall be specially marked on each program/package. ATS also reserves the right to a full or partial change of the tour program in case extraordinary circumstances should occur that could not have been anticipated or avoided before the tour start date.
ATS reserves the right to change the date or the time of the departure due to a change in the flight schedule or the onset of unanticipated circumstances, as well as the right to change the itinerary if there should be a change in travel conditions such as: the changed flight schedule, safety conditions in a country, (unfavourable) weather conditions without compensating the damages, and according to the current international traffic regulations.
If the tour is cancelled by ATS, the Customer shall be entitled to the full refund of the amount paid, but shall not be entitled to the compensation of damages.
Foreign Exchange and Customs Regulations
Customers must comply with all foreign exchange and customs regulations, laws and other by-laws of the Republic of Croatia and other countries through which they travel and where they stay.
ATS shall not be held responsible for decisions by customs or police or other state authorities banning passenger’s entry into a particular country.
If the tour cannot be continued because a Customer has violated the regulations, all incurred costs shall be borne solely by the Customer in violation of regulations.
Health Regulations
Travel to some countries is conditioned by mandatory vaccination against specific diseases. When travelling to such countries, the Customer must hold certificates and documents of vaccinations.
Baggage
Transport of baggage by airplane is free of charge up to the weight defined by the airline carrier. The Customer pays for the excess baggage according to the current prices of the airline carrier. Regardless of their age, children are not entitled to free baggage allowance in air transport.
In case of bus transport, a Customer is entitled to 2 pieces of personal baggage. Customers must take care of their belongings brought on the bus and are obliged to take them along whenever leaving the bus. Otherwise, Customers shall be responsible for theft, loss or damage of objects left unattended in the bus.
Complaints
Complaints are submitted in a written form.
We emphasize that it is in the interest of the Customer to make sure that every complaint is enclosed in writing and the service provider will endeavour to provide the agreed service, i.e. correct the mistakes.
If no improvements are made even after the complaint, the Customer should ask for a certificate from which it is evident that the service was not provided, i.e. that it was not provided in the stipulated way.
The Customer must enclose the certificate with their written complaint. The Customer is to submit a written complaint no later than 7 days after the travel arrangement has ended.
should the Customer submit a written complaint after the expiry of that term, ATS is not obliged to take such a complaint into consideration.
The maximum amount of compensation per complaint may reach the amount of the advertised part of services, but it may not include the services already used, or the entire package amount.
The Customer and ATS shall attempt to resolve disputes amicably, and, on the contrary, they stipulate the competence of the court in Zagreb. The competent law shall be the Croatian law.
ATS Obligations
ATS undertakes to care about provision of services and the selection of service providers in accordance with the best business practices, and to take care of the Customers’ rights and interests in compliance with the best tourism practices.
ATS undertakes to provide the Customer with all the contracted services for a particular package, and to provide answers in case of possible failure to perform services or part of services. ATS shall fulfil all the obligations stated in its programs fully and as described, except in the event of Force Majeure or changed circumstances. In such cases, ATS shall offer a substitute solution if possible.
ATS is not obliged to provide services beyond these Terms and Conditions. ATS is not responsible for possible print errors.
Customer’s Obligations
The Customer undertakes to personally meet the conditions laid down by the regulations of the Republic of Croatia and the country through which or to which they travel, and to observe the house rules in hotels and other establishments, to cooperate with the representative of the organiser and with service providers.
The Customer is personally responsible for any damages caused, particularly for the damages that are the result of failure to observe the contract and these General Terms and Conditions.
The Customer shall cover the incurred damages immediately at the hotel reception desk and at another place stipulated by the physical or legal entity who suffered the damages.
Personal Data Protection (GDPR)
The Customer provides personal data voluntarily. Personal data of the Customer are necessary in the process of realisation of the requested service. These shall also be used for further mutual communication.
ATS undertakes not to share the Customer’s personal data abroad, or provide any third persons with such information, except for the purposes of realisation of the requested service.
The exception to providing third persons with Customer’s personal data regards the contracting of insurance for the risk of cancellation, insurance from consequences of accident and illness, insurance from risk of damage and loss of baggage and voluntary health insurance of persons during travelling and staying abroad. If the Customer has taken out an insurance policy, personal data shall be forwarded to the insurance company.
Customer’s personal data shall be kept in a database, pursuant to the Decision of the Administration regarding the manner of collecting, processing and keeping personal data.
ATS is committed to provide the service of protection of Customer’s personal data in a way that only essential basic information about Customer that are necessary for fulfilling Seller’s obligations are collected; Customer is also informed about the way the collected information is used, and is regularly given an option about how their information will be used, including the possibility to decide whether their name should be included or omitted from the lists used for marketing campaigns.
All user information is strictly guarded and is available only to the employees who need that information for completing the job.
All the employees and business partners of ATS are responsible for abiding by the principles of confidentiality protection of personal information and privacy.