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Guest corner » General conditions
 

1. General
These conditions represent a general obligation between the host, Agency Exclusive tours, and contractor of the services, the customer, unless otherwise specified in writing, and represent an integral part of the contract (voucher) between the customer and the agency travel agency Exclusive tours, Pakoštane. Obligations defined by the General conditions are becoming mandatory for all the subjects in the process of reservation by accepting them and paying the first installment in accordance with the provisions stated in the way and dynamics of payment. If there is no payment made at the time of the issuing the quote then general conditions will become non-binding. This means putting the reservation on hold with no obligation for any party that participates in the sales process.

2. Services conditions
The agency provides service according to the information available and valid on the date of the booking confirmation, and according to the description and the period in accordance with a reservation, except in some extreme and unpredictable cases, such as death or illness of service provider or his immediate family; exceptional circumstances that can not be predicted or remedied such as: natural disasters (earthquakes, floods, fires, droughts); wars, strikes, terrorist actions and restrictions issued by the state (mobilization, ban on leaving the country).

3. Inquires, booking and payment
All the inquiries and reservations are received electronically, by fax or in person at our office. At the time of the reservation, the customer is required to give all the information and provide all documents that are requested by the booking procedure. For the reservation to get confirmed, it is necessary to make a deposit, depending on the mode of payment, which varies from 20% -50% depending on the contract which the agency has with the owner. The balance is paid upon arrival at the accommodation unit upon or before handover of the keys. The amount of a deposit and the schedule of payments will be stated in the quote. After receiving the confirmation of payment the customer will receive a voucher with all the necessary information about the owner of the accommodation: included are all relevant phone numbers and addresses of accommodation.

4. Price of Service
All prices on our site are in Euros and include daily rental accommodation units. Prices may vary depending on the season and number of persons, which is clearly visible with each accommodation unit. The Agency reserves the right to change the published price.
All published prices apply to stay longer than 4 nights. If this is a:
• 4 nights prices are increased by 20%
• 3 nights prices are increased by 30%
• 2 nights prices are increased by 50%
• 1 night prices are increased by 75%

Prices published on our site don't have to match the prices listed in the house where the customer resides. The difference in price can not represent a reason for complaint. If the accommodation unit reaches more people than it is indicated on the voucher, the host has the right not to receive the guests, or with an adequate surcharge accept all the guests.

Sojourn tax
According to the Law of the Republic of Croatia, the traveler is required to pay the sojourn tax which is already calculated into the payment for their accommodation. Sojourn tax prescribed by the Law on the Residence of the Republic of Croatia from 2,00 to 7,00 KN per person per day for adults. Children 12 to 18 have a 50% discount on that amount, while children up to the age of 12 are exempt from the tax. Final amount of the tax for a particular reservation depends on the destination in the Republic of Croatia and the length of stay, and will be charged according to the General Conditions simultaneously with the payment of the final amount for the tourist service.

5. Categorization and description of services
Standard international classification (category described assigned asterisks) provide non-binding instructions to the standard of accommodation, and it is based on the official classification of the authorized institutions in the Republic of Croatia. Standards of accommodation, food and services at certain places and countries are different and can not be compared. Information that the traveler gets at the place of service does not oblige the agency to more than any information available on our web site.

6. Duties of the agency
The duty of the agency is to plan and supervise the implementation of the services as well as concerns about the rights and interests of customers, according to the customs in tourism. The Agency will carry out all stated obligations in full and as described above, except in exceptional circumstances (paragraph 2), when treated as described in Item 14.
Handover of the keys for the booked accommodation unit is being done at the accommodation by the host.

7. Duties of the passengers
The traveler is required to:
• have valid travel documents
• respect the customs and foreign exchange regulations of the Republic of Croatia
• abide by the foreign exchange and customs regulations and laws and other regulations of the Republic of Croatia and other countries passing through and in which they reside. In case of inability to travel due to violations of regulations by the customer, all costs will be covered by the customer,
• obey house rules in accommodation facilities, and to cooperate with service providers in good faith
• upon arrival at your destination, it is required of the customer to hand over the document on payment to the host (Voucher obtained by e-mail)
• the customer is required to check whether a visa needs to be attained for entering the Republic of Croatia or neighboring countries

In case these duties are disregarded, the traveler will bear the costs and be liable for any damages caused. Confirming the reservation, the traveler agrees to, if any damage id caused, pay for all damage caused.

8. Insurance
Luggage is transported at the customers own risk, and it is therefore recommended that the luggage be insured through an insurance company.
The Agency is not responsible for destroyed or lost luggage, as well as for the theft of luggage or valuables in the accommodation unit. In case of damaged or lost luggage, customers are to contact the host and the local police department.
The agency does not provide a refund of cancelations costs due to cancellation for health reasons, hospitalization or death of guests before or during the holiday. If the customer wants to avoid the loss of the amount paid for reservations, we recommend that the customer secures the payment through an insurance company in case health problems are likely to occur. The Agency is not responsible for conditions that the insurance company provides. By confirming the reservation with the agency Exclusive tours, Pakoštane, which is an integral part of these conditions, it is considered that the passengers were offered and recommended further additional insurance.

9. The rights of the agency to change and cancel reservations
The Agency reserves the right to change the reservation if exceptional circumstances that can not be predicted, avoided or removed (see point 2) occur. Booked accommodations can be replaced only with prior notification and customers will be offered accommodation of the same or higher category. If the alternative accommodation is available only in a unit with a higher category and at a higher price than the initial reservation, the agency reserves the right to charge the price difference upon consulting the customers.
In case of the inability to substitute payments for accommodation, the agency reserves the right to cancel the reservation with prior notification to the customer at least 7 days before arrival, and guarantee the refund of the total amount paid. In the event of cancellation of the agency the customer has no right to seek compensation from the agency. The agency is obligated to only reimburse the amount paid to the account of the agency.
If it is not possible to provide an adequate substitute accommodation on the day of arrival of the customer, the agency will try to provide the customer with information on available accommodations that are offered through other agencies and be sure to return passenger payment in the full amount.

10. The customers right to change and cancel a reservation
Cancellation of accommodation booked by the customer must occur in writing (e-mail, fax or mail).
The date when the agency received a written notice of cancellation is used to calculate cancellation costs in the following way:
• For cancellation up to 30 days before arrival the customer will be charged 15% of the total amount of reservation
• The cancellation of 29-22 days before arrival the customer will be charged 30% of the total amount of reservation
• The cancellation of 21 to 15 days before arrival the customer will be charged 60% of the total amount of reservation
• The cancellation of 14 to 8 days before arrival the customer will be charged 80% of the total amount of reservation
• The cancellation of 7 to 0 days before arrival the customer will be charged 100% of the total cost

If the customer has to cancel a reservation, the agency will offer another customer to the host. In this case, the agency will only charge the needed costs caused by exchange of customers. The new customer assumes all the obligations of these General Terms.
Change of parameters after payment of booking such as the term of tenure, the number of guests, changing accommodation units, etc. are possible with a payment of 30 € flat. If the passenger in the reserved accommodation does not come until midnight on the arrival date, but has not informed the agency or the host, the reservation is considered to be canceled, so the costs as described above. If the actual costs exceed the above charges, the agency reserves the right to charge the actual cost incurred.

11. Resolve the complaint In the event of unsatisfactory services, the customer has the right to file a complaint. Each customer complaint is submitted separately. In the case of dissatisfaction with the accommodation unit, the traveler is required to notify the agency via telephone and the owner immediately upon arrival. The customer is required to cooperate with the host and the agency in good faith in order to rectify the problem if the customer refuses to accept the solution that suits the reserved and paid service. The agency will not accept subsequent customer complaints, nor shall be deemed to be committed to respond to it.

Measure of the comparability of primary and alternate services is the price advertised on the Internet pages. The agency cannot offer the guest an accommodation that is lesser in value than the previously chosen accommodation. In case the customer leaves the accommodation and self initiatively finds another accommodation without prior notification to the agency, thereby not giving the agency an opportunity to help the customer with his dissatisfaction, the customer loses his or her rights to a refund or to file a suite for financial damages no matter what reasons justified or not the customer may have.
In case of a complaint and request for assistance, the agency has a period of 8 hours from the moment upon receiving the complaint to resolve and alleviate the situation. The time period of 10p.m to 8a.m the following morning is not included in this resolution period. In case the condition of the complaint cannot be resolved, the removal of the cause of the complaint will have to be considered as a solution to the complaint.

If they are legitimate causes of discontent and cannot be rectified, the agency is required to find alternative accommodation for guests. If even after on the spot intervention the cause of discontent was not removed, no later than 8 days after returning from vacation, the customer is required to send a written complaint with accompanying documents and photos that prove the basis of the complaint to the agency via e-mail at info@exclusive-tours.com.hr, fax or mailed to the address Exclusive tours, Pakoštane. The agency will take into consideration only properly filed complaints received within 8 days after the end of the reservation.

During the process of resolution which can last up to a total of 14 days, respectively 28 days after the investment complaint, the customer irrevocably gives up any right of services from others, UHPA-arbitration or other institutions, as well as giving information to the media. Also at this time, the customer is to renounce the right of complaint. The highest amount of compensation per complaint can only amount to nor can it exceed any of the following - the amount cannot include already exhausted services as well as full payment arrangements. This excludes the right of customers to ideal damages. The agency can not be responsible for changing weather conditions, cleanliness and temperature of the sea at the destinations and all other similar situations and events that may cause dissatisfaction of passengers. The agency also cannot be responsible for conditions not directly affecting the quality of reserved accommodation units (for example, bad weather, bad beaches; excessive crowds, stealing or damage to property, etc.). The customer has no right of objection to Last Minute reservations. The customer accepts the risks of travel, since he or she has accepted such trips, primarily because of more favorable prices. This journey consists of uncertainties and facts that the agency can not influence.

12. Data protection
The customers personal information is given voluntarily. Personal data of customers are needed in the process of realization of the required services. The same will be used for further mutual communication. The Agency agrees not to give out personal data of customers to a third party nor will the customers personal data be taken out of the country, except for the purpose of realization of the required services. Personal data of customers will be kept in the database, in accordance with the decision of the Board of the collection, process and storage of personal data.

13. Court Jurisdiction
The customer and the Agency will strive to resolve any possible disputes in implementation of the agreement addressed, and otherwise be subjected to the decision of the competent court in Zadar, and the applicable law will be Croatian law.

Pakoštane, 01.01.2010


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