BOOKING CONDITIONS

COVID-19 FLEXIBLE CANCELLATION POLICY

 

Due to the circumstances related to the COVID-19 pandemic, the following flexible cancellation policies are applied to all accommodation units which agree to participate:

 

For villas, holiday houses and luxury apartments you will receive a full refund if:

  • You decide to cancel the reservation 46 days or more prior to the arrival day due to border closures, suspension of all flights or if the government officials of your country of residence (ministry) make a decision to forbid “all but essential travel” to Croatia
  • In case the above mentioned travel restrictions or flight suspensions are put in place less than 45 days before your arrival, the following cancellation charges are applied:
  • 45-31 days before the arrival, 50% of the total amount is charged
  • 30-15 days before the arrival, 70% of the total amount is charged
  • 14-0 days before the arrival, 100% of the total amount is charged

and the Agency is obligated to issue the credit voucher in the amount of the traveller’s charged payment to the agency. The Traveller can use the credit voucher within 15 months from the date the voucher was issued for the accommodation originally booked.

 

For apartments, rooms and hotel rooms you will receive a full refund if:

  • You decide to cancel the reservation 31 days or more prior to the arrival day due to border closures, suspension of all flights or if the government officials of your country of residence (ministry) make a decision to forbid “all but essential travel” to Croatia
  • In case the above mentioned travel restrictions or flight suspensions are put in place less than 30 days before your arrival day, the following cancellation charges are applied:
  • 30-21 days before the arrival, 50% of the total amount is charged
  • 20-11 days before the arrival, 70% of the total amount is charged
  • 10-0 days before the arrival, 100% of the total amount is charged

and the Agency is obligated to issue the credit voucher in the amount of the traveller’s charged payment to the agency. The Traveller can use the credit voucher within 15 months from the date the voucher was issued for the accommodation originally booked. If the originally booked accommodation unit is not available in the desired period, there is a possibility of transferring to a different accommodation unit from the same service provider.

 

The terms below apply to COVID-19 flexible cancellation policy:

  • Customers cannot request a cancellation for any other reason except the ones stated above in order to receive a refund.
  • COVID-19 flexible cancellation policy is applied only to accommodation units where the service provider (owner) has agreed to participate, which is noted on each listing. For all accommodation units where the owner has not agreed to participate in this offer, standard General Terms and Conditions listed below will be applied.
  • If you have a booking made before 01.01.2021., standard General Terms and Conditions listed below will be applied.
  • COVID-19 flexible cancellation policy is applied for reservations made for the season 2021.
  • If the customer is entitled to a full refund, only the bank transaction fee (cca 7-10 €) will be deducted from the total amount

 

 

 

    GENERAL TERMS AND CONDITIONS

 

     1. Introductory Note

 

These instructions and terms and conditions of booking are an integral part of the Contract, i.e. voucher concluded between the company Eos Travel Agency (registered name: One click holiday j.d.o.o.; headquarters address: Okruški put 3, 21 223 Okrug Gornji, Croatia;  office address: Ul. Kardinala Alojzija Stepinca 12a, 21 220, Trogir, Croatia; OIB: HR98697869965; ID code: HR-AB-21-060325314; hereinafter: the Agency) and the travel contractor (hereinafter: the Traveller). 

All information and conditions in the program and in these General Terms and Conditions (in the text: Terms and Conditions) are binding for both the Agency and the Traveller unless otherwise determined by the Contract. For reservations of accommodation the Agency acts as an intermediary between the Traveller and the service provider, usually the accommodation owner (hereinafter: The Host). For reservations where the Agency offers additional services other than accommodation, the Agency also contractually performs as an intermediary, with few exceptions in which the Agency contractually performs as an organizer.

 

      2. Content of the offer

 

The Agency ensures the service according to information published and validated on the day of the reservation, and according to the description and travel period confirmed in the reservation, except in case of force majeure or exceptional circumstances that cannot be foreseen or prevented. Under force majeure and exceptional circumstances we understand: death, sudden sickness or accident with severe physical injury of the Host or his/her close family member; war; strike; terrorist actions; natural disasters; limitations and restrictions issued by authorities (mobilization, ban on leaving the country, etc). The Agency is not obligated to offer services which are not in accordance with Terms and Conditions.

 

    3. Reservation and payment

 

A customer may inquire about the services or make reservation of accommodation and other services arranged by the Agency through our website, by e-mail, by phone or directly at the Agency’s office. 

The Agency provides the Traveller with the appropriate materials in electronic form, presenting all relevant information regarding the trip, and provides or points out the general terms and conditions of the trip which are an integral part of this Agreement, as well as offers a travel insurance package.

By confirming and paying the reservation for one or more accommodation units or services from the Agency’s program, the Traveller enters a legal relationship with the Agency and confirms to accept the Terms and Conditions. These are the basis for resolving any possible disputes between the Guest and the Agency. The Traveller is advised to carefully read Terms and Conditions before the advance payment of deposit amount or full service amount.

For the purpose of reserving the selected accommodation service, the customer is obligated to pay the deposit of 30% of the total value of accommodation for selected period, unless it is stated differently during the booking process. The Traveller is obligated to pay the deposit amount to the Agency within the period of the booking option (24-72 hours, depending on the selected period and the accommodation unit, as indicated in the offer).

The remaining balance of 70% of the total value of accommodation is due to be paid 45-30 days before the arrival date (depending on the type of accommodation), unless it is stated differently during the booking process. If the booking is made less than 45-30 days before the arrival date (depending on the type of the accommodation), the Traveller is obligated to pay 100% of the total value of accommodation for the selected period. 

 

 

After paying the deposit and the remaining balance, the Traveller is required to send a copy of the payment via email to the Agency. The Agency generally receives the payment within 2-3 working days and is obligated to inform the Traveller about it within 2 working days after receiving it, as well as send a voucher with all the information concerning the reservation and the invoice for the payment.

Payment can be made by bank transfer or credit card.  All banking expenses, as well as any other additional costs concerning the payment procedure are the obligation of the Traveller.

For the purpose of reserving the service of a day trip, excursion, tour, boat/car/scooter/bike rental or transfer where the Agency acts as an intermediary between the Traveller and the service provider or in some cases as an organizer, the Traveller is required to pay the deposit of 15-30% of the total value of the service (depending on the service) upon making the reservation. Deposit can be paid by bank transfer, credit card or cash in the Agency’s office or other selling spots of the Agency. The remaining balance of such services is due to be paid directly to the service provider or the Agency representative at the agreed meeting point upon the start of the service.

PAYMENT BY BANK TRANSFER

Clients can pay for their services to our account by bank transfer.
Bank transaction fees are paid by the client.

For reservations paid within territory of Republic of Croatia (in Croatian Kuna)

Company name: ONE CLICK HOLIDAY J.D.O.O
ADDRESS: Okruski put 3, 21223 Okrug Gornji, Croatia
Name of the bank: Privredna banka Zagreb d.d.
Address of the bank: A. Stepinca 82, 21220 Trogir
IBAN: HR3723400091110707666
SWIFT CODE: PBZGHR2X

For reservations paid outside of territory of Republic of Croatia (in Euros)

Company name: ONE CLICK HOLIDAY J.D.O.O
ADDRESS: Okruski put 3, 21223 Okrug Gornji, Croatia
Name of the bank: Privredna banka Zagreb d.d.
Address of the bank: A. Stepinca 82, 21220 Trogir
IBAN: HR93 2340 0091 5107 0769 2
SWIFT CODE: PBZGHR2X

PAYMENT BY CREDIT CARD

 

Payments can also be made by credit card in the Agency’s office, remotely or using the online payment methods.

Payments made by credit card will be effected in Croatian currency.

The amount the Traveller’s credit card account will be charged for is obtained through the conversion of the price from Euro into Croatian Kuna

according to the current exchange rate of the Croatian National Bank on the day of payment.

When charging the Traveller’s credit card, the same amount is converted into Traveller’s local currency

according to the exchange rate of credit card associations.

As a result of this conversion there is a possibility of a slight difference from the original price stated on our website.

For payments by credit card for the reservation of the accommodation,

a surcharge of 3% of the total value of the reservation will be added to the price in order to cover credit card transaction fees.

  1. Tourist tax (City tax, Sojourn tax)

 

According to the Law on sojourn tax of the Republic of Croatia, the Traveller is obligated to pay the tourist (city) tax. According to the Law on tourist tax of the Republic of Croatia, the tourist tax is from 2,00 to 7,00 Kuna per person per day for adults. Adolescents from the age of 12 to 17 are entitled to a 50% discount, while children under the age of 12 are exempted from paying the tourist tax. The total amount of the tourist tax for a specific reservation is determined by the destination in the Republic of Croatia as well as the accommodation service dates.

The tourist tax may be included in the price or paid separately upon the arrival to the accommodation, which is specified in the offer and on each listing on the Agency’s website. All the information about the tourist tax is clearly stated in the reservation voucher.

 

  1. Rates, services, right to price increase and right to cancellation due to price increase

 

The rates published on the Agency’s website are different for each accommodation unit and are displayed on each listing or are available upon request. The prices of the accommodation units are expressed in euros. 

The advertised prices of accommodation service visible on our website include the basic services: daily rental of accommodation unit, bed linen, bathroom towels, kitchen/kitchenette with dishes and cutlery (in accordance with the amenities and information stated in the listing for each accommodation unit) and gas, water and electricity expenses.

Additional services are the ones provided in the accommodation facility and as such are not included in the rental price. Additional services may include food service, laundry and ironing service, use of an extra bed, boat rentals, etc. The Traveller pays additional services only if he/she is using them. If the Agency possesses the price list of these services, it will be displayed on the website. If the Agency is not in the possession of these prices, they are then agreed to directly with the Host. Additional services are usually paid directly to the Host upon arrival, however in some cases they can also be paid upon booking confirmation. 

Some services and fees are mandatory and the Traveller is required to pay them additionally. Mandatory services might include final cleaning, pet fee, etc. and if they are applied, they are always stated in the listing for each accommodation unit and in the offer. Mandatory fees are usually paid upon booking confirmation, unless stated differently during the booking process.

According to the information stated in the listing for each accommodation unit, the Traveller might be required to pay a damage deposit in cash directly to the Host upon the arrival to the accommodation unit. Damage deposit is a guarantee that the Traveller will not cause any damage to the accommodation unit or its contents during his/her stay. If no damage was done to the accommodation unit during the Traveller’s stay (which will be determined by the Host on the day of the Traveller’s departure), the entire amount of damage deposit will be refunded to the Guest before check-out. The amount of damage deposit is indicated on the Agency’s website for each accommodation unit and in the voucher given to the Traveller after booking confirmation. In case that the damage deposit is not enough to cover the damage expenses, the Traveller is obligated to pay the full damage amount.

The Agency holds the right to change the published prices if the Host changes the prices of the accommodation unit and/or of the additional services. If the price of a certain accommodation unit changes after the Traveller has applied for it and before the first deposit payment, the Agency will immediately inform the Traveller about the change and send a new calculation if agreed. In case the price changes after the first deposit is paid, the Agency guarantees that the rest of the amount will be paid according to the calculation based on the initial price of the accommodation unit. If the Agency or the service provider reduces the price of the accommodation after the Traveller confirmed the reservation, the Traveller is not entitled to the new, lower price.

The Agency reserves the right to ask for an increase of the contracted price before the beginning of the accommodation service in case the exchange rate currency has increased by more than 5% or in case other expenses have increased, which affect the total price and of which the Agency did not know about and could not have known about. 

The Traveller reserves the right to cancel the reservation in case the price increase is higher than 10% in relation to the agreed price, no later than 48 hours after receiving the written notice. In this case, the Traveller has a right to a refund of the amount paid until that point, but is not entitled to any additional compensation. If the Traveller fails to cancel the reservation within the stated term in writing, it shall be deemed that he/she agrees to the changed price.

 

  1. Categorization and descriptions

 

The offered accommodation units are described in accordance with the official categorization of the proper authority, as well as the actual state of the unit at the time of its publication. The standards of the accommodation, food, services and the like vary depending on the destination/country and are not subject to comparison. The Agency is responsible and obligated only for the information published on its website www.eos-croatia.com or in other printed materials, and not for the eventual information that the Traveller receives at the accommodation unit.

The object name that contains “villa”, “holiday house” or “residence” does not indicate the categorization of the object. The terms “villa”, “holiday house” and “residence” are used as components of the names and descriptions of objects and by no means as such are related to the aforementioned classification.

Some of the services and activities within and around the accommodation unit surroundings can take place only in a certain part of the year (e.g. nightclubs are open or taxi boat lines operate only during the summer season, nearest grocery store or restaurant is open only seasonally, etc), on which the Agency has no effect.

In accommodation description, fixed beds are the basic beds in the bedrooms, while the extra beds refer to the additional beds within the accommodation unit. For example, if the description states that the number of beds is 4+2, “4” refers to the number of fixed beds and “+2” refers to the number of additional beds (extra bed, sofa bed) located within the accommodation unit.

If it is stated on the listing that a service is available on request, it is necessary to require it when making the inquiry, due to the availability of the said service (e.g. baby cot, parking place,etc.)

 

  1. The Agency’s obligations

 

The Agency is obligated to provide services, as well as select service providers with the care of a good businessman and to take care about the customers’ rights and interests in compliance with good practices in tourism. The Agency is obligated to provide to the customer all contracted services for a particular reservation and to provide answers in case of eventual failure to perform services or a part of services. The Agency will fulfil all the mentioned obligations from its programs completely and as described, except in the event of Force Majeure or changed circumstances, as described in Article 2. In such cases, the Agency will offer a substitute solution if that is possible. The Agency is not obliged to provide services beyond these Terms and Conditions.

 

  1. The Agency’s right to change and cancellations

 

According to the Article 2 of these General Terms, The Agency reserves the right to make changes of reservations in case of exceptional circumstances which cannot be foreseen, avoided or eliminated. Depending on the reason for changes or cancellation of a reservation, the Agency will inform the Traveller about incurred changes; and then first try to find appropriate alternative service at least with the same standard and with the same price the Traveller already paid. If there is no appropriate alternative available, the Agency is obligated to give the Traveller a full refund of the paid amount. In case of cancellation of the reservation from the Agency, the Traveller does not have the right to demand any indemnification of damage besides a full refund of the paid reservation of the accommodation unit as stated above.

For all reservations where only the deposit payment was made by the Traveller but the rest of the amount of the total price was not paid within the agreed deadlines, the Agency has the right to cancel the guest’s reservation. The Agency uses the deposit payment as the cancellation fee and to cover the eventual costs.

In case that the number of people who come to the accommodation unit exceeds the number of people indicated on the voucher or if the Traveller brings a pet to the accommodation without previously notifying the Agency or the Host, the Host has the right to withhold the service to the unannounced guests or pets. If the Host is able and willing to accommodate all the unannounced guests or pets, the Host has the right to charge the sudden services.

 

 

  1. The Traveller’s obligations

 

The Traveller is obligated to:

  • respect and abide by all customs and foreign exchange regulations as well as the laws and other regulations of the Republic of Croatia and other countries through which he/she passes through or resides in.
  • ensure they have valid travel documentation and to enquire whether or not a visa is needed for entering the Republic of Croatia, and if so, to pay expenses for it. In case the arrival at the destination is not possible due to the lack of valid travel documentation, visa or failure to comply with the laws and regulations of the Republic of Croatia,  the Traveller is obligated to cover all the costs and cannot be refunded the reservation
  • provide all the information necessary to make a reservation 
  • obey the house rules and kindly cooperate with the representatives of the Agency and with the Host
  • present the voucher (where the correct number of people and service types are stated) provided by the Agency via e-mail to the Host upon arrival to the accommodation
  • provide to the Host or Agency representative upon arrival the passports or ID details necessary for registering the guests in E-Visitor System. The Traveller agrees that their personal details can be used for registering in E-visitor System (Hosts are required to register all guests in E- Visitor System under Croatian Law)
  • pay the balance of the reservation to the Agency within the agreed deadline or exceptionally to the Host on first the day of arrival, if that is agreed between both contracted parties upon booking confirmation
  • announce the intention of bringing a pet into the accommodation unit, even if the accommodation unit is described as a pet friendly accommodation, as well as announce the type and size of the pet.  If extra fee is applicable, Traveller is obligated to pay it to the Agency upon booking confirmation or to the Host on the day of arrival to the accommodation, depending on the agreed option during the booking process
  • inform the Agency immediately upon sending an accommodation request if the Traveller has an intention to arrive with more persons than listed as the maximum capacity of the accommodation unit, even if the persons are minor children. The possibility of staying with a larger number of people solely depends on the goodwill of the Host and does not exclude additional charges. There are no rules under which minor children can stay free and without notice in the accommodation unit.
  • take good care of the accommodation unit and its property in an appropriate way and respect the terms and conditions of the accommodation unit. The Traveller is requested to leave the accommodation unit neat and tidy upon check-out. The Traveller shall be personally responsible for any damage he/she causes, particularly for the damage arisen as the consequence of failure to observe the contract and these Terms and Conditions. By confirming the reservation, the Traveller agrees to these Terms and Conditions and that, in case of any damage, he/she will pay for it to the Host if the damage deposit does not cover the entire cost of the damage or if the accommodation unit does not require damage deposit

 

  1. The Traveller’s right to changes and cancellation

 

If the Traveller wants to change or cancel the reservation, it always has to be done in writing (via e-mail). The date when the written cancellation notification is received by the Agency represents the basis for the calculation of all the cancellation charges. In case the written cancellation was not received within the working hours of the Agency, the cancellation date is considered to be the next working day.

Changes of the reservation may include:  the number of people, names of guests, arrival or departure dates (always needs to be reported at least 45 days before arrival). The Agency will approve changes only if they are possible. 

If there is a possibility of changing the reservation without additional charges, the change will be performed without extra charge. If change of the reservation requires additional charges, those expenses will be extra charged to the Traveller with a prior notice. In case the Traveller does not accept extra charges caused by reservation change or if change of reservation is not possible and the Traveller wants to cancel the already confirmed reservation for that reason, conditions for cancelled reservations listed below will be applied.

              

               10.1. Changing the reservation

 

If the Traveller requests to change the number of persons, the arrival or the end date of a confirmed reservation, provided that the change is possible, the following conditions will apply:

 

For villas, holiday houses and luxury apartments:

  • up to 46 days before arrival, if the new reservation amount is of equal or greater value than the original reservation amount, the Agency will charge only the price difference
  • up to 46 days before arrival, if the new reservation amount is less than the original reservation amount, the Agency will charge a 25,00 EUR administration and bank transaction fee. Eventual price difference will be refunded to the Traveller
  • from 45 to 0 days before arrival, if the new reservation amount is of equal or greater value than the original reservation amount, the Agency will charge only the price difference
  • from 45 to 0 days before arrival, if the new reservation amount is less than the original reservation amount, the Agency will make a change according to the Traveller’s request, but the amount of the reservation will not be reduced

 

For apartments, rooms and hotel rooms:

  • up to 31 days before arrival, if the new reservation amount is of equal or greater value than the original reservation amount, the Agency will charge only the price difference
  • up to 31 days before arrival, if the new reservation amount is less than the original reservation amount, the Agency will charge a 15,00 EUR administration and bank transaction fee. Eventual price difference will be refunded to the Traveller
  • from 30 to 0 days before arrival, if the new reservation amount is of equal or greater value than the original reservation amount, the Agency will charge only the price difference
  • from 30 to 0 days before arrival, if the new reservation amount is less than the original reservation amount, the Agency will make a change according to the Traveller’s request, but the amount of the reservation will not be reduced

 

        10.2. Cancelling the reservation

 

If the Traveller requests to cancel the reservation, the following conditions will apply:

 

For villas and luxury apartments:

  • for a reservation cancelled up to 46 days prior to the beginning date of the service, 30% of the total amount of the reservation will be charged. The amount of the cancellation is equal to the deposit amount paid for the booking confirmation
  • for a reservation cancelled from 45 to 0 days prior to the beginning date of the service, 100% of the total amount of the reservation will be charged
  • if the Traveller does not arrive to the destination or cancels the service of the accommodation after it began, 100% of the total amount of the reservation will be charged

 

For holiday houses:

  • for a reservation cancelled up to 61 days prior to the beginning date of the service, 20% of the total amount of the reservation will be charged
  • for a reservation cancelled from 60 to 46 days prior to the beginning date of the service, 30% of the total amount of the reservation will be charged
  • for a reservation cancelled from 45 to 31 days prior to the beginning date of the service, 60% of the total amount of the reservation will be charged
  • for a reservation cancelled from 30 to 0 days prior to the beginning date of the service, 100% of the total amount of the reservation will be charged
  • if the Traveller does not arrive to the destination or cancels the service of the accommodation after it began, 100% of the total amount of the reservation will be charged

 

For apartments, rooms and hotel rooms:

  • for a reservation cancelled up to 61 days prior to the beginning date of the service, 15% of the total amount of the reservation will be charged 
  • for a reservation cancelled from 60 to 31 days prior to the beginning date of the service, 30% of the total amount of the reservation will be charged
  • for a reservation cancelled from 30 to 0 days prior to the beginning date of the service, 100% of the total amount of the reservation will be charged
  • if the Traveller does not arrive to the destination or cancels the service of the accommodation after it began, 100% of the total amount of the reservation will be charged

 

For day trips, excursions, boat/car/scooter/bike rentals, tours and transfers:

  • for a reservation cancelled up to 24 hours prior to the beginning of the service, no charges will be made with the exception of bank transaction fees if the service was paid by credit card or bank transfer
  • for a reservation cancelled within the 24 hours prior to the beginning of the service or if the Traveller does not arrive at the agreed meeting point without previous notice, 15-30% of the total amount will be charged. The amount of the cancellation is equal to the deposit amount paid for the booking confirmation
  • if the Traveller cancels the service after it began, 100% of the total amount of the reservation will be charged

In case of cancellation due to exceptional circumstances which could not have been foreseen or prevented (death or accident with severe physical injury of the Traveller or his/her close family member; war; strike; terrorist actions; natural disasters), the Traveller is obligated to present written document issued by the authorized institution. The Agency will check authenticity of the document and only if the document is authenticable, the Traveller will have the right to a full refund, minus the cost of bank transaction fees. For reservations paid by credit card, the refund will be given on the credit card as well. The Agency is obligated to refund the amount for cancelled reservation within 45 days of accepted written document issued by the authorized institution in case of exceptional circumstances. 

If the Traveller is entitled for full or partial refund after cancelling the reservation in accordance to the Article 10.2, the Agency will make a refund within 20 days.
In the event the Traveller must cancel a reservation within 7 days before the beginning date of the service, the Agency will offer the Traveller the possibility of finding a new Traveller/User for the same reservation if possible (depending on the service provider). In that case, the Agency will only charge the actual cost of the passenger change. The new reservation holder accepts all obligations stated in these Terms and Conditions.

If the Traveller does not check in until midnight on the starting date of the holiday without previously informing the Agency about it, the reservation will be treated as cancelled and the cancellation costs will be calculated as described in the Article 10.2. If the actual costs exceed the above listed ones, the Agency holds the right to charge the actual costs and will send an invoice to the Traveller which he/she is obligated to pay within 14 days of receipt thereof.

The Agency is not obligated to reimburse the cost of visas or travel documents to the Traveller relating to the reservations cancelled by Traveller.

 

  1. Travel insurance

 

The reservation prices do not include the travel insurance package: insurance against accidents and illnesses that may occur during the trip, damage or loss of luggage or voluntary health insurance. If the Traveller requests travel insurance, arrangements can be made directly with the insurance company or at the Agency itself wherein the Agency acts only as a mediator. The Agency advises Travellers to carefully read the insurance Terms and Conditions before purchase.

 

  1. Luggage/baggage

 

The Agency is not responsible for damaged, destroyed, lost and stolen luggage or valuables in the accommodation unit. The Agency recommends that the Traveller rents a safety deposit box (if available) or pays the insurance that includes the loss of luggage in order to avoid problems with damaged or stolen luggage and valuables. If a passport is lost or stolen during travel, the costs of issuing of a new passport shall be borne by the Traveller.

The lost or stolen luggage should be reported to the Host or the Agency representative and to the local police station.

 

  1. Settlement of complaints


The Traveller is required, upon arrival at the accommodation unit, to check everything together with the Host. This is important in order to communicate the inadequate service and inform the Agency about all the eventual deficiencies in writing. In that case, all the problems will be solved as soon as possible, at the latest within the period of 2 working days. 

If the services provided are not satisfactory, the Traveller is required to immediately notify the Host or the representative of the Agency.  The Traveller is obligated to cooperate with the Host or Agency representative with intention to eliminate causes of the reclamation. If the Traveller is not satisfied with the state of the accommodation upon arrival and leaves the accommodation unit on his own initiative and finds another accommodation without giving the Agency a chance to resolve the issue, correct the cause of the discontent, or find another accommodation for the Traveller, the Traveller does not have a right to request a refund or make a claim for compensation, regardless if his/her reasons were justified or not.

For any eventual problems that have been resolved, the Traveller has no right to complain, nor the Agency nor the Host are subject to grounds for complaint.

If the problem is not resolved on the spot following an intervention, Traveller is obligated to submit a written complaint to the Agency along with supporting documents as well as any photographs to support the complaint by email: contact@eos-croatia.com.

If the guest has not made a complaint during his stay or during the use of the provided service (in regards to day trips, excursions, boat/car/scooter/bike rentals, transfers), he is deemed to be satisfied and waives the right to complain after leaving the accommodation or after the service is over.

The Agency is obligated to make a written decision regarding the complaint within 14 days after the receipt of the complaint, and the term for making the decision about the complaint can be postponed by another 14 days on account of collecting the information. Until a decision has been made by the Agency regarding the filed complaint, the Traveller relinquishes the right to involve a third party, the arbitration of the UHPA or other institutions, publicly disclosing information as well as filing suit against the Agency. The highest amount of compensation per complaint can amount to the complaint portion of the service and cannot encompass the used portion of the service or the total amount of the service. This excludes the Traveller’s right for ideal damage compensation.

The Agency cannot be held responsible for climate conditions, cleanliness, and the temperature of the sea, nor for other similar situations and events which can result in Traveller’s dissatisfaction and are not a direct result of the accommodation unit (included but not limited to: bad weather, improperly maintained beaches, crowds, lost or stolen property, dissatisfaction with the infrastructure of the destination, etc). If a Traveller cancels the reservation or shortens the reservation due to the above-mentioned conditions on which the Agency and the Host have no effect, the Agency will apply the cancellation conditions as described in the Article 10.2. and subsequent complaints will not be acknowledged.

If the Traveller decides to book the special LAST MINUTE, FIRST MINUTE or SPECIAL OFFER deal, then he accepts all risks of such travel. These journeys include uncertainty of facts upon which the agency cannot influence, and the Traveller primarily due to the price accepted such a trip and therefore has no right to the refund of payment or any complaint to the agency. 

 

 

  1. Security of personal information

 

Traveller’s personal information are required for processing requested service and the Traveller provides personal information of his/her own free will. Traveller’s personal information will be used for inter-communication and will not be given to a third party except for the purpose of carrying out the requested service. The personal information will be kept in a database in accordance with the Management’s decision on the method used for collecting, processing and securing personal information. With the acceptance of these General Terms, the Traveller gives permission for his/her personal information to be used for promotional offers of the Agency.

 

  1. Final provisions

 

These General Terms and Conditions are an integral part of the Contract that the Traveller concludes with the Agency. The Traveller and Agency will attempt to settle any possible disputes amicably, and if this is not possible, both accept the jurisdiction of the Split court, while the applicable law will be the one of the Republic of Croatia. Paying a deposit or payment in full signifies that the Traveller fully comprehends and accepts the aforementioned terms.

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