GENERAL CONDITIONS OF THE TRAVEL ORGANIZATION CONTRACT

 

1. GENERAL INFORMATION

General information is an integral part of the travel package program (in the rest of the text: the package) and therefore of the Travel Organization Contract (in the rest of the text: the Contract) that the travel agency SVETA ANA doo (in the rest of the text: S.A.) signs with the traveler (in the rest of the text: the traveler). All information and conditions of the program and of these General Conditions are binding on S.A. and the user of the services – the traveler, unless agreed otherwise.

Company: SVETA ANA d.o.o. for tourism and services sectors, travel agency and other leisure and recreation activities
Short name: SVETA ANA
Address, OIB, comercial court:
Poljice 26, 20215 Gruda, Hrvatska
OIB: 23937903437
DUBROVNIK COMMERCIAL COURT
Bank name and IBAN:
PRIVREDNA BANKA ZAGREB dd, RAČKOGA 6, HR-10000 ZAGREB
IBAN: HR75 2340 0091 1105 6545 9
SWIFT CODE: PBZGHR2X
Amount of share capital: HRK 40,000.00.
Competent institution officially monitoring the activity of travel agencies:
Croatian Ministry of Tourism, Independent Tourism Inspectorate Sector, Trg maršala Tita 8 / I, 10000 Zagreb; turisticka.inspekcija@mint.hr

2. METHODS OF PAYMENT

The traveler can purchase the services directly from SA by transfer to a bank account, a debit authorization form from a credit card, internet payment using a credit card or an accredited partner of S.A. (travel agency or independent tourist consultant).
The accepted credit cards are: MasterCard ®, Visa ® and American Express ®. The credit card will be charged in local currency (Croatian kuna) according to the purchase price on the day the bank charges. There may therefore be a difference between the price indicated in the offer and the amount charged by the traveler’s credit card.
Payment by a bank account in another currency is only possible by prior agreement with S.A.

3. BOOKING PROCESS

Immediately after booking, the traveler pays an advance of 30% of the total price of the trip. The balance must be paid no later than 30 days before the first service is performed.
For reservations made between 30 and 15 days before the first service is performed, payment must be made in full amount within 7 days.
For reservations made within 14 days before the first service is performed, it is necessary to pay in full amount within 24 hours.

It is possible to cancel everything if the payment of the advance / transfer has not been made within the time limits indicated above.
Any modification of the route plan will be invoiced according to the conditions above. Any changes made on site during the stay in Croatia must be paid within 4 hours of booking.

4. WS PAY ONLINE PAYMENT AND SECURITY

For security reasons, after completing the online payment, the credit card will not be automatically debited. S.A. will follow in its working hours and manually authorize each payment. Your reservation will be finalized and confirmed after payment is accepted.
S.A. uses the WSPay system for internet payment. WSPay uses the most modern data protection standards: the PCI DSS certificate and the Secure Socket Layer (SSL) protocol with a 256-bit encryption protocol and a transport layer (TLS) which ensures the exchange of data between WSPay and the company’s authorization center with the credit card carried out in a private network which is protected from unauthorized intrusions.

5. ADDITIONAL PURCHASES

In cases where payments according to SA offers are made via a credit card debit authorization form, for any additional services during the trip, which were not initially included for in the offer, S.A. will debit directly the travel credit card, only after written confirmation from the owner of the credit card by email or SMS message. It is not necessary to add an authorization form for these services.
The total amount of all additional services cannot exceed the price of the trip. In the case that the trip price is exceeded, a new authorization form will be required.
In cases where payments for S.A. offers are made by a bank account or by the Internet via a credit card, for all additional services during the trip, which were not included for in the offer, the traveler must make a new payment by the WSPay web page or by a bank transaction.

6. CANCELLATION POLICY

In the case of cancellation of a reservation made by S.A., the following charges will apply:

• 25% from the confirmation until 31 days before the beginning of the first service;
• 50% between 30 and 7 days before the first service is performed;
• 100% if it occurs 6 days or less before the beginning of the first service, or on site.

The percentages indicated apply to the total price of the package contracted by S.A. and not the amounts already made.
IMPORTANT NOTE: depending on the services included in the program created for the traveler, the cancellation rules may be different from those indicated above. These will be clearly specified in the Contract.

7. TREATMENT OF DELAYS

The traveler is not allowed to be more than 15 minutes late for any agreed scheduled services. The traveler is obliged to inform S.A. of any delay exceeding 15 minutes. Between 15 minutes and 1 hour, the waiting charge is € 50.00. After one hour, it is considered that S.A. is no longer able to perform the contracted service and it is canceled with the corresponding costs.

8. SERVICE OF ASSISTANCE AND CHANGES

S.A. advises not to modify a reservation during the season (from April to November) so as not to affect the high quality of its services. If you contact us in time, at the latest 48 hours before the start of a service, S.A. will check the availability and possibility of changing the reservation. If it is possible to make the change, a charge of € 100.00 will apply.
Free assistance can be reached between 8 a.m. and 8 p.m. Use of this service outside of working hours may be charged with additional fees.
Assistance costs do not apply in exceptional circumstances. The discussion will be noted and will be used as evidence.

9. INSURANCE

Travelers reservations are insured by a civil insurance policy according to the Croatian law.
By confirming the reservation, the traveler accepts S.A.’s insurance policy. S.A. considers that he has taken out all additional insurance policies in his country of origin.
S.A. strongly recommends that its travelers purchase a travel cancellation insurance policy.

10. ACCURACY AND TRUTH OF INFORMATION

S.A. provides its travelers with accurate and high-quality information about its tourism service providers and related services.
S.A. receives all images, data and information related to a particular service or product from its providers and takes no responsibility for their errors or omissions.

11. RIGHT AND FORMALIZATION OF COMPLAINTS

In accordance with articles 6 and 21 of the Law on the realization of tourist services (NN 130/7) and article 10 of the Consumer Protection Law (NN 41/14, 110/15) travelers have the right to report complaints about the quality of our services.
In the case of an incomplete service or of an inferior level compared to the contracted package, the traveler must contact the Organizer by telephone immediately and on site. Thus, it gives S.A. the opportunity to correct the lack or to find an alternative solution or to offer financial compensation. After the planned end of the service in question and no later than 7 days after the end of the package, the traveler must declare the lack in writing to the address:
SVETA ANA d.o.o.,
Poljice 26, 20215 Gruda
or reference by e-mail: info@sveta-ana-travel.com

If the traveler did not report the lack on site when performing the service in question or if he did not accept the solution to the proposed complaint, S.A. is not required to take into consideration the subsequent complaint of the traveler.
The written complaint must contain the following information: name and first name of the person making the complaint and the exact address to which to respond. The traveler is required to define the service in question and explain the reasons for his complaint, while providing proof. He must also indicate the solution offered on site by S.A. during the call.
S.A. will only consider fully justified complaints and will draw up and keep a report of the complaint for one year after receipt of it.
As long as the Organizer does not take a written decision on the complaint sent to him, the traveler waives the intermediary of another institution, the right to lodge a complaint and the transmission of information by public or mediatic means.
The amount of price reduction resulting from a complaint can reach the amount of service not consumed or the price difference due to a lower quality level than that agreed by contract. In this case, the traveler waives compensation for ideal damage, unless this is insured by an insurance company that covers this type of expense.

12. RIGHT TO INCREASE AND REDUCE PRICES

The price of the package can be increased only if there is an increase in specific costs (for example the price of gasoline, the amount of taxes or the remuneration for the service of a third party involved in the contract) and if this possibility is clearly indicated in the contract. The increase can occur no later than 20 days before the start of the package. If it exceeds 8% of the price of the package, the traveler is entitled to terminate the contract.
The traveler has the right to a reduction in the price for all periods when there is a shortage in the services contracted in the package, unless S.A. proves that the traveler is responsible for the shortage in question.

13. OBLIGATIONS OF SVETA ANA d.o.o.

S.A. is committed to providing the services, choosing the service providers, and protecting the rights and interests of the traveler in accordance with best practices. S.A. undertakes to provide all the services included in the travel package and to provide an answer in the case of a possible shortcoming in the performance of a service or part of a service. S.A. undertakes to fulfill all the obligations indicated in its programs and as described, except in cases of force majeure or changes in circumstances. In these cases, S.A. will offer an alternative solution.

14. OBLIGATIONS OF THE TRAVELER

The traveler is bound to respect the rules of the Republic of Croatia, the country in which he is traveling, and the rules of behavior in the accommodation structures and other public places, to collaborate with the Organizer and service providers. The traveler is personally responsible for any damage he causes, especially damage resulting from non-compliance with the contract and the General Conditions. The traveler is under an obligation to immediately cover the damage at the reception of the hotel and in other places defined by the physical or legal person who suffered the damage.

15. FINAL GUIDELINES

These General Conditions are an integral part of the contract that the traveler signs with S.A. Any deviation or change to these General Conditions will be indicated in the travel program or contract. By signing the contract or paying to S.A., the traveler fully accepts the program and these General Conditions.
By confirming the reservation, the traveler confirms that he has read, understood, and accepted the General Conditions of S.A.
S.A. reserves the right to modify the conditions of use of its website and of its other operating conditions. Changes do not apply to reservations already confirmed and paid.
These internet pages are intended for users for personal and non-commercial use. It is not permitted to modify, copy, distribute, present, display or transmit in any other way or to sell any information, service or product that is presented in these pages.
These pages may contain links to pages of other companies and individuals. These links are for your information only. S.A. is not responsible for the accuracy of the information and content on these pages.