1. CONTENT OF THE SERVICE
The travel agency Darojković Travel (hereinafter: the Agency) guarantees the provision of tourist services in accordance with the program and/or promotional material you have received. The Agency shall fully provide the content of the tourist service as described, except in cases of extraordinary circumstances (war, unrest, strikes, terrorist actions, natural disasters, interventions by competent authorities, sudden timetable changes, delays of aircraft and other means of transport, adverse weather conditions, traffic accidents, etc.).
The Agency is not responsible for the execution of tourist services for which it is not the responsible organizer, but only acts as an intermediary in sales. The Agency is not responsible for possible printing errors or errors on Internet pages, nor for subsequent changes in new editions of promotional material and programs prior to travel; therefore, the information received on the bus shall be considered relevant, not the information in promotional materials or on Internet pages.
2. APPLICATIONS AND PAYMENTS
Applications for tourist services are accepted at the Agency’s office and at the offices of authorized intermediary travel agencies, by submitting the required information via fax, email, mail, or the Internet. Upon application, the traveler is obliged to provide all data and/or documents required for the realization of the tourist service and is responsible for any damage incurred by the traveler or the tour organizer due to incorrect and/or incomplete data or documents.
a) Unless otherwise stated in the program, upon application for a tourist service the traveler pays 100% of the value of the service. If the traveler fails to meet this obligation, it shall be considered that they have canceled the reservation.
b) For excursions, the traveler is obliged to pay 100% of the price no later than 7 days before departure.
c) For “on request” reservations, an advance payment is required according to the price list of the responsible organizer. The Agency will not accept an application for an on-request reservation without a paid advance. If the traveler does not accept a confirmed reservation made at their request, the Agency shall retain the paid advance in full.
d) If a guest reserves accommodation through the Agency to be used on the same day and pays the full amount directly at the accommodation facility, the Agency shall charge a reservation handling fee of €10 per reservation, unless otherwise agreed with the accommodation provider. Based on the paid handling fee, the guest will receive written confirmation of the reservation containing all necessary accommodation details.
3. CONTENT AND PRICE OF THE TOURIST SERVICE
The content of the tourist service includes everything stated by the Agency in the program/promotional material for that service. Special services are those not included in the price and are paid separately by the traveler, such as transfers, additional meals, optional excursions, port charges, entrance tickets, travel insurance, tips, etc. These services must be requested at the time of application and are paid in addition to the base price.
If required by the Agency, the traveler must pay in advance certain taxes, fees, or entrance tickets prescribed by special regulations, over which the Agency has no influence but which are necessary for the realization of the service. Optional and special services requested during the trip are paid in the currency of the country where the service is provided. The Agency is not responsible for price changes that may occur from the time the trip is published until its realization.
Prices of tourist services are published in Croatian kuna and calculated according to the prices of services in reference currencies at the selling exchange rate of the organizer’s business bank on a given day. The Agency reserves the right to change published prices if, after the contract is concluded, there are changes in exchange rates, increases in transportation costs (including fuel), or increases in fees for certain services affecting the travel price, which the Agency could not foresee or influence.
4. CATEGORIZATION AND DESCRIPTION OF SERVICES
Offered accommodation facilities, restaurants, etc., are described according to the official categorization of the local tourist organization at the time of program publication. Standards of accommodation, food, services, etc., vary by destination and country and are not comparable. Room or apartment allocation is determined by the reception at the place of stay.
Unless the traveler has expressly contracted a room/apartment with specific characteristics, they will accept any officially registered room/apartment available for rent at the facility or destination described in the program/promotional material or online. If possible, the Agency will attempt to meet additional accommodation requests (comfort, room orientation, floor, etc.) but cannot guarantee fulfillment.
Check-in is generally between 3:00 PM and 8:00 PM (unless otherwise stated), and check-out is usually by 10:00 AM on the day the service ends. For late arrivals (after 8:00 PM), the Agency must be notified in advance, at least one day before departure, unless such arrival is предусмотрed by the program, or the traveler must inform the authorized person at the accommodation.
Information obtained at the point of sale or from third parties does not bind the Agency more than the information contained in the travel program/promotional material or on Internet pages. Means of transport vary in capacity, brand, and type; the Agency has the right to organize transport according to the number of registered travelers, including double-decker buses, minibuses, or standard buses with 50 or more seats.
5. PROGRAM CHANGES
The Agency has the right to change the program in case of extraordinary circumstances that cannot be predicted, avoided, or eliminated (see item 1). Contracted accommodation may be replaced only with accommodation of the same or higher category. The Agency reserves the right to continue the trip without travelers who do not arrive on time at the departure point; failure to appear shall be considered a cancellation.
The Agency particularly reserves the right to change the time and day of departure due to timetable changes or other stated circumstances, as well as the route of travel, without compensation for damages and in accordance with applicable passenger transport regulations. In such cases, the traveler bears all additional costs. If the Agency makes significant changes to essential elements of the trip before departure, it will notify the traveler without delay, who may accept the amended program or reject it.
6. AGENCY’S RIGHT TO CANCEL
The Agency may cancel the trip wholly or partially if extraordinary circumstances arise before or during the trip that cannot be avoided or eliminated. If there is no official travel ban issued by the Croatian Ministry of Foreign Affairs, the responsible organizer, or the airline, the trip shall not be canceled; otherwise, cancellation costs under these terms apply.
The Agency may also cancel a trip if the minimum required number of travelers is not reached. The minimum number is stated in each program. The Agency must inform travelers of the cancellation at least 5 days before the start of a package arrangement and 24 hours before excursions, transfers, or occasional transport, and refund the full amount paid. Travelers waive any right to compensation. Insurance costs, visa fees, etc., are non-refundable.
7. TRAVELER CANCELLATION
If the traveler wishes to cancel a tourist service, they must do so in writing. The date of receipt of written cancellation is the basis for calculating cancellation fees, which are calculated on the total price of the service. Paid advances are credited toward the cancellation fee, calculated as follows:
7.1. Holidays and multi-day trips in Croatia:
– up to 30 days before start: 10% (minimum €20)
– 29–22 days: 30%
– 21–15 days: 40%
– 14–8 days: 80%
– 7–0 days and after start: 100%
7.2. European, long-haul, and business trips; language courses:
– up to 30 days: 25%
– 29–15 days: 80%
– 14–0 days and after start: 100%
7.3. Cruises: according to the organizer’s general cruise conditions.
7.4. Air travel: according to airline conditions.
7.5. Excursions, transfers, occasional transport:
– up to 7 days: 10%
– 4 days: 50%
– 2 days: 80%
– 0 days and after departure: 100%
If the traveler does not appear or cancels after the service has started, the Agency retains or claims the full amount as compensation. Visa, insurance, vaccination, and similar costs are non-refundable. If actual costs or fixed cost shares exceed the above, the Agency may claim compensation equal to actual costs incurred.
Cancellation fees also apply to date changes, accommodation changes, and other essential changes. If the canceling traveler finds a replacement, the Agency will charge actual substitution costs.
Travelers may purchase cancellation insurance at the time of first payment or contract conclusion; it cannot be purchased later. Insurance premiums depend on trip value and insurer conditions. If the traveler’s name differs from travel documents, the Agency may charge damages caused by incorrect data. If correction is not made in time and the traveler cannot check in, the Agency is not liable.
8. AGENCY OBLIGATIONS
The Agency must ensure proper execution of services and careful selection of service providers, protect travelers’ rights and interests in accordance with professional standards and tourism customs, provide the program/promotional material and these terms in written or electronic form, provide all listed services, and inform travelers about information sources for the destination and opinions of the Croatian Ministry of Foreign Affairs regarding travel risk levels.
9. TRAVELER OBLIGATIONS
The traveler must:
– possess valid travel documents (loss/theft costs and consequences are borne by the traveler);
– obtain visas (the Agency is not responsible; cancellation costs apply if a visa is not obtained);
– receive required vaccinations and carry certificates as prescribed by the WHO; failure results in cancellation costs;
– comply with customs and foreign exchange regulations of Croatia and visited countries;
– respect house rules in hospitality and accommodation facilities and cooperate in good faith with service providers;
– follow instructions and cooperate with tour guides or Agency representatives;
– present proof of paid arrangement upon departure (contract, voucher, ticket, payment confirmation).
Failure to comply makes the traveler liable for damages to the Agency.
10. LUGGAGE
For bus transport, the traveler is entitled to one piece of luggage and skis and/or a snowboard. Sledges or bobsleds are not permitted. Travelers must take care of personal items in the bus cabin. The Agency is not responsible for destroyed or stolen luggage or valuables in accommodation facilities (safe rental recommended). Damage or loss claims must be submitted to the carrier or accommodation provider. Transport of pets is not permitted, except exceptionally upon request and surcharge, without guarantee.
11. TRAVEL INSURANCE
In accordance with the Tourism Services Act, the Agency must offer travelers insurance against accidents and illness, luggage damage or loss, voluntary health insurance abroad, trip cancellation insurance, and insurance covering assistance and repatriation costs, and inform them of the coverage.
12. COMPLAINTS PROCEDURE
If services are incomplete or of inadequate quality, the traveler may submit a written complaint. Each contract holder submits a separate complaint; group complaints are not accepted.
Procedure:
– Immediately at the place of service, complain to the tour guide/Agency representative or service provider and cooperate in good faith to resolve the issue. If the traveler refuses an appropriate on-site solution, subsequent complaints will not be accepted.
– If unresolved, a written confirmation is prepared in three copies, signed by involved parties; copies go to the traveler, service provider, and Agency.
– Within 8 days after return, submit a fully documented written complaint to: Darojković Travel, Sajmišna 15, Dugo Selo.
– The Agency will respond in writing within 15 days and will consider only complaints that could not be resolved on-site.
– Until the statutory response deadline, the traveler waives mediation by third parties. Disputes will be resolved amicably where possible; otherwise, the court in Sesvete has jurisdiction, under Croatian law.
13. PRIVACY PROTECTION
The Agency will keep all traveler data as a business secret and will not disclose personal information without consent, except as required by law or authority decisions.
14. SECURITY GUARANTEE INSURANCE
In accordance with the Tourism Services Act, in case of insolvency or bankruptcy, travelers on a trip and those who paid advances should contact the Agency’s insurer as soon as possible.
15. CONDITIONS OF AIR TRANSPORT
Conditions of air transport of passengers and luggage are defined by the air carrier and must be observed by the traveler.
16. FINAL PROVISIONS
These General Terms and Conditions form an integral part of the Confirmation and Contract concluded between the traveler and the Agency or its authorized sales agent. Any deviations must be stated in the travel program and delivered with or included in the contract. By signing the contract, the traveler fully accepts the program and travel conditions. They enter into force on the date of issuance.
Dugo Selo, 28 April 2014.