CONTRACT AGENCY-GUEST

The agency will ensure the booked active programs except in the case of unexpected circumstances (war, riots, strikes, terrorist attacks, sanitary problems, natural disasters, official interventions, etc.).

By paying for one or more accommodation units from our program or a listed active program/programs, you enter a legal relationship with us, confirming that you accept the general conditions presented here. All the details published in the arrangement represent a legal commitment of the guest as well as the agency. These conditions are the basis for solving all the possible conflicts between us, so please read them carefully.

2. APPLICATIONS

Reservation applications are done in two ways: you can fill in the provided form available at the IstraOnline.com web site and send it via email, or you can file your request personally in our agency. During the application process the guest has to give all the necessary information required by the application form if he is filling in the online application, i.e. has to show all the required documents if he is personally reserving a unit in our agency.

3. PAYMENTS

In order to confirm the reservation the guest pays the advance that varies from 20% to 50%, but usually it is 30%. The rest of the amount, up to the complete value of the arrangement, is to be paid 15 working days (except Saturday and Sunday, as well as national and international holidays).

By paying the reservation the guest confirms that they are completely aware of all the characteristics and conditions under which a certain accommodation unit is offered to them. The act of reservation payment makes everything stated in these conditions a legal commitment for the guest as well as for the agency.

4.CONTENTS AND THE PRICE OF THE ARRANGEMENT

The prices published on "IstraOnline.com" web pages vary from unit to unit, from period of the year or from the number of persons.
Special services are services provided in or out the accommodation unit which are not included into the price  (food, renting a boat, guide's fees…) and the guest pays them separately. Special services should be asked for at the application, they are paid as an extra amount added to the price of the arrangement and are subject to agreement between the agency and the guest.

Optional services are services provided by the agency which are not related to the offer of the rented accommodation unit. The guest pays for them at the destination either to the guide or the agency's representative in Kuna.

The prices of the accommodation units and active programs are in Euros. The agency keeps the right of changing the specified prices in case of price change of service providers.

All the specified prices refer to the stay in the accommodation unit longer than three nights. If the stay is shorter than four nights the specified prices are enlarged for 33,33 %.

If the price of a certain accommodation unit changes after the guest has applied for it and before the advance payment, the agency is required to inform the guest of the change and upon their approval, send them another calculation.

In case of the price change after the advance payment has been made, the agency guarantees that the rest of the amount will be paid according to the calculation based on which the guest had decided to make the reservation of a certain accommodation unit.

5. CATEGORIZATION AND SERVICE DESCRIPTION

The offered accommodation units are described according the official categorization of the local tourist organization at the time of the release of the work permit and according to the actual state of the accommodation unit at the time of the visit and the processing of the unit by IstraOnline.com managers.

The offered active programs are described according to their service providers and have been checked by our managers. However, we claim no responsibility in any case.

Accommodation, food, services and other standards of particular places and countries are different and cannot be compared. The information the passenger receives on the place selling the accommodation does not obligate the agency more than the information published on our Internet pages.

On the day of arrival to the accommodation unit, guests are to arrive after 14.00, and they are to leave the accommodation unit before 10.00 on the day of departure. During these four hours the host cleans the accommodation unit and prepares it for new guests.

6. AGENCY'S RIGHT TO CHANGES AND CANCELLATION

The agency can suggest changing the reserved accommodation unit or cancelling it completely or partially if before or during vacation unexpected circumstances occur which cannot be avoided or removed, and if these same circumstances occurred at the time of publishing and selling the program the agency would consider them a legitimate reason for not publishing the offer and consequently for not receiving applications and reservation confirmations of the specified accommodation units.

If the agency is able to offer the guest an alternative accommodation, the change of the reserved accommodation can be made only with the guest's consent. The offered alternative is to be of the same or higher quality than the previously reserved accommodation. The possible price difference between the reserved accommodation and the accepted alternative will be covered by the agency.

The agency will inform all the guests who have confirmed their arrival by paying for the reservation of any changes in the reservation or cancellation of the reservation immediately upon the occurrence of the unexpected circumstances, and if it is not able to find an alternative accommodation has an obligation of returning the whole paid amount minus the administrative costs.

7. PASSENGER'S RIGHT TO CHANGES AND CANCELLATION

If the guest wishes to cancel the reserved accommodation, they have to do it in writing (via email, fax or ordinary mail).

The date when the agency receives the notification of the cancellation represents a basis for the calculation of cancellation charges in the following way:
● for a cancellation occurring up to 29 days before the start of using the reserved service and in the name of handling and administrative charges the agency charges 20 % of the total price of the reserved accommodation. The rest of the money is returned to the guest at the expense of the receiver.
● for a cancellation occurring from 28 to 22 days before the start of using the reserved service the agency charges 30% of the total price of the reserved accommodation. The rest of the money is returned to the guest at the expense of the receiver.
● for a cancellation occurring from 21 to 15 days before the start of using the reserved service the agency charges 60% of the total price of the reserved accommodation. The rest of the money is returned to the guest at the expense of the receiver.
● for a cancellation occurring from 14 to 8 days before the start of using the reserved service the agency charges 80% of the total price of the reserved accommodation. The rest of the money is returned to the guest at the expense of the receiver.
● for a cancellation occurring from 7 to 0 days before the start of using the reserved service the agency charges 100% of the total price of the reserved accommodation.
● if the guest does not show up at the destination or cancels the arrangement upon its beginning, the agency charges the whole amount.
If the actual costs are higher than presented above, the agency keeps the right of charging all the actual costs. The specified cancellation costs are also applied to the changes of dates of the service use in the reserved accommodation unit but also to any other important changes.

If the guest who cancels the reserved accommodation unit finds a new user of the same reservation, the agency charges only the costs caused by the change.

If the cause of the reservation cancellation is higher power on the guest's side, the agency charges only the actual costs which cannot exceed 33,33% of the value of the whole reservation. The rest of the amount will be returned to the guest.

Immediately upon determining the correct amount to be returned to the guest, the agency will make the payment on the guest's giro account number or their foreign account if the guest is coming from abroad at the expense of the agency.

8. AGENCY'S OBLIGATIONS

The agency's obligation is to be in charge of carrying out the services as well as selecting the service provider giving it all the necessary attention, and also the agency is to take care of the rights and interests of the guest in accordance with the good habits in tourism.

The agency is to see that the guest receives all the services they paid for, and thus is responsible to the guest for any possible non-fulfilment of the services or a part of the services the guest paid for.

The agency eliminates the responsibility in case of changes, unforeseen events or non-fulfilment of the services caused by higher power.

9. GUEST'S OBLIGATIONS

The guest has an obligation to:
● own a valid passport. The costs of document loss of theft is born by the guest.
● respect the customs and foreign regulations of the Republic of Croatia, as well as other countries he stays in during the trip,
● respect the home rules of the reserved accommodation units, and cooperate with the hosts with good intentions,
● show the host the voucher with the correct number of persons and type of services to be provided at the arrival to the accommodation unit. The specified voucher will be forwarded to the guest's home address immediately upon the paid reservation.
● pay the rest of the outstanding amount in our agency or any other agency which cooperates with IstraOnline.com 15 working days before the arrival, if they have not done already.
In case of not respecting the above stated obligations, the guest bears responsibility for all the possible costs and damages.

10. LUGGAGE

The luggage is carried at the risk of the guest, thus we recommend insuring the luggage in an insurance company.

The agency does not hold any responsibility for the ruined or lost luggage, nor for stealing of the luggage or valuable objects from the accommodation unit. The guest should report it to the host or to the nearest police station.

11. TRAVELLING INSURANCE

The agency offers the guest a possibility of accepting a travel insurance "package" which contains the following:
● health insurance for the passengers during their stay in Croatia,
● luggage insurance,
● accident insurance,
● insurance in case of trip cancellation to the amount of the price of the trip.
Travel insurance is not included in the paid price.

12. OBJECTION RESOLVING

Each guest - contract carrier has a right to object in case of the services agreed upon not being provided. If the services the guest has paid for are not provided completely or are of low-quality, the guest can demand an adequate reimbursement by enclosing a written objections. Each guest - contract carrier - submits their objection separately.

Objection procedure:
● if the guest is not satisfied with the condition of the accommodation unit or with the service during active programs, they are to inform the agency or the agency's certified representative of the reasons of their dissatisfaction immediately upon arrival. The guest has the obligation of cooperating with the agency as well as with the service provider with good intentions so that the reasons of the objection could be removed. If the guest is not willing to accept the solution offered on the spot and which corresponds to the reserved and paid service, the agency will not take into consideration their subsequent complaint nor will it find it necessary to respond to it.  The agency is not allowed to offer the guest alternative services whose value is less than the value of the reserved services.
● if the guest is not satisfied with the condition of the accommodation unit, leaves the unit and find another accommodation themselves, without giving the agency an opportunity to deal with the reason of their dissatisfaction or find them an alternative accommodation they are not to demand a reimbursement nor file a charge for damages, regardless of the fact whether the reasons were justified or not.
In case of an object and request for help, i.e. arbitration on the side of the agency, the agency is given 8 hours upon receipt of the objection to resolve the disputable situation. The time period between 22 and 8 o'clock does not enter this deadline. If the reasons of dissatisfaction are justified, the situation will be considered resolved when its cause has been removed. If the cause of the dissatisfaction cannot be removed, the agency promises to find another accommodation for the guest.
● If the guest and the agency's representative are not able to find a solution they are to draw up a written confirmation in two copies which is to be signed by both of them. The guest keeps one copy of this confirmation.
● not later than 7 days upon their return from the trip (Sundays excluded) the guest sends a written objection to the "IstraOnline.com" headquarters enclosing the written confirmation signed by the agency's representative and himself and encloses possible costs he has had due to the accommodation unit replacement. The agency takes into consideration only those objection which are complete and received within the above mentioned deadline of 8 days.
● the agency has to make a written solution to this objection within 14 days of the objection receipt. The agency can postpone the solution deadline in order to collect the evidence and check the claims of the objection but for not more than 14 days. The agency will take into consideration only those objections whose cause could not have been resolved at the place of vacation.
● until the agency comes up with the decision, the guest is to renounce the arbitration of any other person, UHPA (Association of Croatian travel agencies), court or giving information to newspapers. If the guest breaks this regulation and violates the procedure, regardless of the foundation of their claims, the agency has a right to ask for damages caused by such an action on the guest's side.
The highest reimbursement can reach up to the amount of the complained part of the services and cannot comprise the service already taken nor the whole amount of the arrangement. This excludes the guest's right to non-material damages.

13. COMPETENCE OF COURT

If the guest is not satisfied with the agency's solution they have a right to court arbitration. In such a case the authority in charge is the court in Pula.

14. WARNING

With the act of paying for the reservation the guest accepts the program and the above stated conditions completely.


Pula, August 15th 2005.

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