4. Our right to change and cancellations
According to the Article 2 of these General Terms we reserve 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, we will inform you about incurred changes; and then first try to find appropriate alternative service at least with the same standard and with the same price that you already paid. If there is no appropriate alternative available, we will give you a full refund of paid amount.
In case of cancellation of the reservation from us, you do not have right to demand any indemnification of damage besides a full refund as stated above.
5. Right to price increase and right to cancellation due to price increase
Prices of all Extra services are based on the exchange rate of the Croatian currency kuna and foreign currencies. Eos-Croatia, may ask for an increase of the contracted price in case the following occurred after the contract was concluded:
– a change of the exchange rate in relation to the program publication date,
– a change of the transport costs (fuel, road toll, etc.),
Eos-Croatia can inform customers on the change in writing or verbally.
A customer may cancel the services free of charge in case a price change exceeding 10% in relation to the contracted one occurs, at the latest within 48 hours after the receipt of the written notice. If the customer fails to cancel the tour within the stated term in writing, it shall be deemed that he/she agrees to the changed price.
6. Our obligations
We are obliged to take care about providing of services, as well as about the choice of 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
We are obliged to provide to the customer all the contracted services for a particular package, and to provide answers in case of eventual failure to perform services or a part of services.
We will fulfill all the mentioned obligations from its programs completely and as described, except in the event of Force Major or changed circumstances. In such cases, we will offer a substitute solution if that is possible. We are not obliged to provide services beyond these Terms and Conditions.
7. The Client’s right to changes and cancellation
If you wish to change or cancel the reservation, you must do so in writing (via e-mail). We will approve change only if it is possible. Change of reservation understands: change of number of Guests; change of consumer of service; change of accommodation, change of service and/or change of date of the service.
If there is a possibility of change of reservation without additional expenses, the change will be performed without extra charge. If change of reservation requires additional expenses, those expenses will be extra charged to you with a prior notice. In case, you do not accept extra charges caused by reservation change or if change of reservation is not possible, and you for that reason cancel the reservation, conditions for cancelled reservations will be applied as follows:
If a client cancels a booking, Eos-Croatia shall keep the following amounts from the full package price:
• For reservation cancelled up to 60 days prior to the beginning date of the service we will charge 30% of the total amount of reservation
• For reservation cancelled from 59 to 40 days prior to the beginning of the service, we will charge 50% of the total amount of reservation
• For reservation cancelled from 39 to 30 days prior to the beginning of the service we will charge 70 % of the total amount of reservation
• For reservation cancelled from 29 to 0 days prior to the beginning of the service we will charge 100 % of the total amount of reservation
In case of cancellation for exceptional circumstances you are obliged to present written document issued by the authorized institution. We will check authenticity of the document and only if the document is authentic-able, you will have right to full refund.
When reservation is paid by credit card, the refund will be given on the credit card as well. We are obligated to refund amount for cancelled reservation within 60 days of accepted written document issued by the authorized institution in case of exceptional circumstances.
If client who cancels a reserved and paid service finds a new user for the same service, we will charge only real additional expenses. New client accepts all obligations from these Terms and Conditions.
If a client cancels the reservation or shortens the travel due to bad weather conditions, we will apply the above-mentioned scale and subsequent complaints shall not be acknowledged.
8. Client’s obligations
The client is obliged to take care that he/she personally meets the conditions anticipated by the regulations of the Republic of Croatia and the country through which or to which he/she travels, have valid travel documentation, enquire whether or not you need visa for the Republic of Croatia, and if so, you are obligated to pay expenses for it.
To observe the house rules, as well as to cooperate with the representative of the organizer and with service providers.
The client 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 General Terms and Conditions. The client shall cover the damage he/she caused immediately at the place stipulated by the physical or legal person to which he/she caused the damage
9. Settlement of complains
We are not responsible for the damaged, lost or stolen luggage or any valuables kept in the accommodation. Lost or stolen luggage or valuables are to be reported to the service provider and the police.
You have a right on reclamation for paid services that are not preformed. If you are not satisfied with the service, you can submit complaint in writing or via e- mail.
Procedure of reclamation:
• you are obligated to report complaint to the tour guide or service provider upon arrival
• if the reason for reclamation occurred during a stay, you are obligated to report complaint upon occurrence
• you are obligated to cooperate with the service provider or tour guide with intention to eliminate causes of the reclamation
• if you accept the proposed solution which corresponds with the service rendered on the spot, we are not obligated to take additional complaints into consideration
• If the problem is not resolved on the spot following an intervention, you are obligated to submit a written complaint to us along with supporting documents as well as any photographs to support the complaint by e-mail: firstname.lastname@example.org
The highest amount of compensation per complaint can cover only the complaint portion of the service.
If you do not reclaim the service on the spot, you cannot fulfill right for a refund.
Our suppliers and we reserve the right for reclamation if we think that any damage is done. By confirming reservation you accept to pay any damage at the spot.
10. Security of personal information
Your personal information is required for processing requested service. Your personal information given to us of your own free will be used for communication between you and us. We are under obligation that personal information will not be given to a third party except for the purpose of carrying out the requested service.
11. Insurance from risk of cancellation
We strongly recommend that you come to your holiday fully insured and to make sure that all of the activities, which you will be carrying out, are covered by such insurance. This insurance must include emergency evacuation, trip delay, trip cancellation, trip interruption, baggage insurance, health insurance and accident insurance and repatriation costs in respect of all of your activities. We recommend that you study the insurance terms carefully before the purchasing.
12. Passports and visas
Clients are obliged to have valid passports. Invalid passports leading to a cancellation of the travel shall not have any harmful consequences for Eos-Croatia, would suffer an additional damage due to such an omission by a client, the client is obliged to compensate the same.
If a passport is lost or stolen during travel, the costs of issuing of a new passport shall be borne by the client himself/herself.
13. Foreign exchange and customs regulations
Customers are obliged to comply with all foreign exchange and customs regulations, as well as with laws and other by-laws of the Republic of Croatia and other countries through which they travel and where they stay.
If a customer cannot continue the vacation because of a violation of regulations, all costs and consequences shall be borne by the violator alone.
Customers are obliged to write down a complaint in the book of complaints directly with the service provider, which will endeavor to provide the agreed service, i.e. correct mistakes. If there is no improvement even after the complaint, the customer should ask for a certificate from which it is evident that the service has not been provided, i.e. that it has not been provided in the stipulated way. The customer is to enclose the certificate to his/her written complaint. The customer is to make a written complaint at the latest 8 days after the end of the travel. If the customer makes a written complaint after the expiry of that term, Eos-Croatia is not obliged to take such a complaint into consideration. For resolving of complaints on services abroad, it is obligatory to comply with the rule of reporting the complaint with issuing of the certificate on the very spot, and the deadline for submitting of the complaint.
The organizer is obliged to make a written decision regarding the complaint within 14 days after the receipt of the complaint, and it can postpone the term for making the decision about the complaint by another 14 days on account of collecting the information. The organizer shall resolve only such complaints, which could not have been eliminated at the very place of the stay.
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 Eos-Croatia. will endeavor to resolve disputes in mutual agreement, and, on the contrary, they stipulate the competence of the court in Trogir. The competent law will be the Croatian law.
15. Final provisions
These General Terms and Conditions are an integral part of the Contract that a customer concludes with Eos-Croatia in which he/she booked services organized by Eos-Croatia Possible/anticipated deviations from these Conditions must be stated with the text of the program. By signing the contract, the customer fully accepts the services and the conditions of the travel. This issue of the Terms and Conditions of travel includes all the earlier issues.