Terms and conditions
TURETA TRAVEL GENERAL TERMS & CONDITIONS ON TRAVEL ORGANIZING
For every travel and/or travel arrangement, travel agency Tureta Travel (in further text: Agency) and the traveler (in further text: Contractor) will make a Travel Arrangement Contract. The topic of the contract is defining mutual relations between the Agency and the Contractor.
Travel agency data:
Business brand: Tureta Travel
Official name: Tureta d.o.o.
Company address: Davorina Bazjanca 29, 10000 Zagreb, Croatia
Office address: Odranska 1, 10000 Zagreb, Croatia
Bank: Raiffeisen Bank Austria, Petrinjska 59, 10000 Zagreb, Croatia
ID code: HR-AB-01-080749800, registered at the Commercial Court in Zagreb
Working hours: Mon-Fri 8:30 – 16:30
Phone: +385 1 60 11 648
Emergency phone: +385 85 252 1992
CEO: Igor Auferber
Contractor is the person who signs the Contract in his/her own name and on his/her own account, or in the name of the third person as a traveler. When the Contractor signs the Contract for the third person as a traveler, then the traveler acquires his/her own and direct right towards the Agency who is then obliged to fulfil to traveler everything what the Contractor has contracted in the name of the third person. This Contract also contains General Conditions and Directions about tourist arrangements, i.e. addresses travel program which contains all the necessary data about the trip.
The Contract is considered to be binding after it was signed by the Agency itself, or any other agency authorized to sell Tureta Travel programs on one side, and the Contractor on the other side, and after the Contractor effects the full payment, or effects just the part of the rate but secures full and incontestable settlement by the set date. If the Contractor is not able to sign the Contract in person, the Contract produces legal consequences only after the Agency receives the full amount of the arrangement rate or, if specifically agreed on, only the part of the rate, together with documentation which secures the incontestable payment of the remaining part by the set date.
The Contractor may apply to Tureta d.o.o. office, Savska 182, 10000 Zagreb, Croatia or to other authorized agencies (provided they have a signed contract about business collaboration) either in person, by phone, Internet or by any other means of long-distance communication. When contracting, the Contractor is obliged to supply the correct personal data of the traveler(s), their names and surnames, such as they are in passport(s) and timely supply all the documentation needed for organizing the trip. The Contractor guarantees that the data supplied for the unobstructed effectuation of the trip are correct and valid and confirms to accept all legal liabilities resulting from this contract and positive legal regulations.
Booking and payment
At the time of registration and confirming the booking, the Contractor has to provide the Agency with correct personal data with correct names and surnames of travelling parties. The Contractor is obliged to supply the data as mentioned in the valid travel documents. The Agency is obliged to protect the data received in compliance with the EU GDPR Directions.
At booking time, a 30% of the full rate is to be deposited (if not stipulated differently in the program). The remainder of the total rate is to be effected 45 days prior to departure (if not stipulated differently in the program) following the documentation which secures incontestable settlement by the set date in the case of different terms of payment. If the Contractor does not fulfill this obligation, it will mean that the booking is cancelled without returning the deposit. In case when the Contractor accepts the Agency conditions, deposit is accounted as a part payment of the full rate. If there are 21 or fewer days before the beginning of the arrangement, a 100% deposit of the full rate is required. Payment can be effected via bank transfer to Tureta d.o.o. or via the credit card.
By paying the booking deposit, the Contractor confirms possessing full knowledge of all characteristics and conditions under which any Agency product or service was bought. By the act of booking, everything mentioned in General Conditions becomes legal obligation for both the Contractor and the Agency. For a booking by the „Fortuna “system or „Last Minute“ offer, the CONTRACTOR has to pay immediately either the full rate or secure an incontestable settlement.
The rates are published in the travel program and are valid from the day of publishing. The rates mentioned in Tureta Travel programs are based on contracts between business partners and need not correspond to the rates published on the spot in the Contractor's place of stay, so an eventual rate difference cannot be a topic of the complaint. On behalf of the Contractor, the Agency may arrange that some services abroad are paid on the spot in local currency. For such services, eventual complaints will be settled by the Contractor directly with the supplier, on the spot.
The Agency may, at the latest 20 days prior to the commencement of the trip, request the higher rate and inform the Contractor in writing that, since the making of contract, calculative elements affecting the final rate, such as exchange rates, transportation costs and fuel prices, tax raise at the airports and ports, hotel rates etc. have been changed, a fact unknown to the organizer and which could therefore not have been taken into account at the time of forming the rate. By signing the Contract, the Contractor accepts the raise up to 10%. If the raise is more than 10%, the Contractor has the right to cancel the booking, under the condition that within 2 days after the receipt of information about the raise, the cancellation is made in writing. If the Contractor does not inform the Agency in writing within 2 days, it is considered that the arrangement is accepted and that the raise is accepted.
Categorization and description of services
All the hotels and accommodation on the offer are described according to the official categorization of the country in question at the time of publishing. It should be stressed that local categorization may differ significantly from country to country. Accommodation, meals, level of comfort and other services are under the auspices of local and state tourist boards, so the standards of accommodation and services are often different and not comparable. The Agency cannot take responsibility for any oral or written information which is not in accordance with the published Tureta program, conveyed either by Tureta employees or any third person. The room allocation is dispensed by the reception at the accommodation facility. If the Contractor has not contracted a specific room/apartment with specific qualities, any officially registered room/apartment to let in an object or destination described in the program will be accepted. Check in is at 4 pm on the day of the first service and check out is by 10 am on the last day, if otherwise is not mentioned in the itinerary. The Agency has to be notified about late arrival (after 8 pm) at least one day prior to start of the arrangement, if such arrival was not specified in the program. The Agency is not obliged to cover any expenses arising from lack of such information.
Travel documents, obliging regulations
The Contractor, when booking an arrangement, has to possess valid travel documents. While booking, or before the expiry of the term mentioned in the program, the Contractor is obliged to supply all the necessary data and documents needed for obtaining a visa for the travel destination country. The Agency cannot guarantee positive outcome of the visa request. Should the visa applicant fail to fulfill requested conditions of the visa application, or if the visa is refused, it will be considered that the Contractor has abstained from travelling. Deposited booking expenses will not be refunded. Contractor must oblige all customs, currency and other regulations. If the traveler is prevented from continuing the program through non-compliance to regulations, all expenses and consequences are his/her personal responsibilities. If, during the travel, the traveler loses his/her travel documents, or if they are stolen, new ones must be acquired at his/her own expense. The traveler is personally responsible that his/her documents as well as luggage, all fulfill conditions required by visa, border, customs, health and other regulations imposed by the Republic of Croatia or any other country which a travel destination is. House regulations must be respected in hotels and other objects, positive collaboration with Agency representative, hosts and suppliers is expected in good will. Upon arrival to accommodation unit, a voucher with precisely stated number of persons and services is to be handed over. In case of non-compliance to the mentioned obligations, the Contractor is responsible for eventual damages while the Agency declines any responsibility for them. In such case the Contractor settles the damage directly with the proprietor or at the reception, on the spot. At the time of signing the Contract, the Agency employee will acquaint the Contractor with possible sources of information about the destination country, including the opinion of the Croatian Ministry of Exterior. It is recommended that every traveler get additional information on the web site www.mvp.hr and get acquainted with lists of countries of medium or high risk, according to the Ministry opinion. All travelers who are not Croatian citizens and do not have Croatian travel documents, are advised to check personally in advance, before booking, about the conditions imposed by the destination country, having in mind differences in requirements asked from citizens of different countries. Agency may direct the traveler to the information source but does in no way accept any responsibility for any consequences which may follow through non-complying to conditions on the Contractor’s side. Non-valid travel documents or visa refusal which, as a consequence, lead to cancellation of the arrangement, do not in any way commit the Agency. In such case, cancellation conditions are applicable. The Agency declines any responsibility for damages following failure to respect regulations of different countries, or damages caused by non-valid travel documents.
In compliance with the Act on the Provision of Tourism Services, the Agency is obliged to offer the insurance package, consisting of voluntary health insurance during the stay abroad, insurance in case of an accident, luggage insurance, cancellation insurance. In case the Contractor requires insurance, it can be contracted either by one of the insurance companies or by the Agency itself, where the Agency acts as a mediator only. Alternatively, the Contractor has a right to choose and contract the insurance package independently. By signing this Contract, it is considered that the Contractor was offered, and recommended insurance as mentioned above.
Cancellation by the Contractor
In case when the Contractor wishes to change or cancel the booking based on his/her own request, it should be done exclusively in writing (e-mail) to the address firstname.lastname@example.org. Change of booking means changing of the number of participants or changing the departure/return date. Such change may be done free of charge 30 days before departure at the latest. Reservation change (in case when there exist no booking expenditures) will be effected free of charge. Change of accommodation unit, any change within 30 days prior to departure or change during the use of reservation, are considered to be booking cancellations. In case when booking change is not possible and the Contractor cancels the arrangement the following cancellation conditions will be applied (except in cases when stipulated differently in the program), and the Agency retains the following:
up to 30 days before departure, 25% of the full rate
29-15 days before departure, 80% of the full rate
14-0 days before departure, 100% of the full rate
With every cancellation, the Agency has a right to charge 250 Croatian Kuna as manipulative expenses. If the Contractor has not settled the full arrangement rate until 45 days prior to departure date (if not stipulated differently in the program) or secured the incontestable fee settlement by the set date, the Agency will consider the arrangement as cancelled and the deposit will not be reimbursed to the Contractor.
Trip cancellation or program change by the Agency
If the Agency applies significant program, price or accommodation changes prior to the trip, the Contractor must be informed immediately in writing. The Contractor may accept or refuse the changed program within 2 days upon receiving the information. If the Contractor refuses the modified proposal, the Agency has 7 days to refund the money paid by the Contractor. In case the trip is underway, and the Agency failed to deliver most of the services from the contract or if it turns out that delivery of proposed services will not be possible, the Agency may modify the program in agreement with the Contractor and also compensate for the price difference if necessary. The Agency may introduce a new service in place of the failed one upon the written consent by the Contractor, whereupon the Contractor waives all claims from the Agency regarding this changed contract. If the trip could not be modified appropriately or if the Contractor refuses the modifications on reasonable grounds, the Agency will provide the return trip to any destination agreed upon and on Agency's expense. Any financial claim will also be granted, if necessary, to compensate for the damages. The damage is determined upon the Contractor's request in value of the unused leg of the journey.
The Agency will treat the complaints according the Paragraph 9 of this Contract. The highest damage price may be the price of the trip itself. The Contract may be unilaterally terminated in total or partially by the Agency in case of contingency that could not be prevented, avoided or solved, if such contingencies would have prevented the signing of the Contract had they occurred at that time. In this case the Contractor is entitled to the complete payment or the difference in the price of the services agreed upon and the services delivered. The Agency may cancel the trip 5 days prior to the departure at the latest (except if otherwise determined in the program) in case too few participants applied or due to some other reasonable obstacle. The Agency may change the departure date or time due to the timetable change or some other unpredictable cause. The Agency may as well change the trip direction due to exceptional circumstances such as timetable change, security issues and natural disaster. In all these cases the Agency is not obliged to effect any refund according to the local and international travel regulations. The Agency is not responsible for changes related to unpredictable situations or major forces during the journey. The services may be insured against various situations.
The Contractor has the right to complain in case the Agency fails to deliver any service determined in the contract. The Contractor must present his complaints in writing within 8 days after the trip. Any complaint presented later than 8 days after the trip will be considered invalid. It should be mentioned that the Contractor is expected to show positive attitude in settling the problems during the journey; it is in Contractor’s best interest to present the written complaint on the spot (to the Agency's representative or the receptionist, carrier, restaurant manager, destination travel agency) and obtain a written receipt from the service provider involved. Every Contractor presents a separate complaint. The Agency has the right to refuse group complaints, complaints that are overdue as well as complaints that could be solved on the spot had the Contractor showed the intention to co-operate with the Agency's representative. The Agency must issue a written solution to the complaint within 14 days upon retrieving the complaint, in the same manner as the complaint was received (e-mail, post mail or personal delivery in which case a written answer will be issued, and a delivery confirmation needed). If necessary, the Agency may postpone the solution for another 14 days in order to check and collect information regarding the complaint; the Contractor who filed the complaint should be informed about that in writing. The Agency will engage in solving only those complaints proved to be presented to the service provider on the spot and also proved to be impossible to solve on the spot. The Contractor has the right to compensation if the program or particular services were not fulfilled due to Agency's fault; the value of the refund may not exceed the value of the service itself or the price of the whole trip. In case of „Last Minute“ packages the Contractor has no right to complain about the lodging quality. The Contractor may not give any information to the media nor involve other persons or law firms into solving the problem until the Agency issues the solution.
The Contractor must inform the Agency about any issues regarding his or her health, habits, physical condition etc. that may affect the journey (specific diet requirements, chronic decease, allergy etc.). Some programs require specific actions such as mandatory vaccination and obtaining the relevant documentation. Getting a health insurance policy is recommended.
The Contractor takes the risk of luggage transport. The Agency recommends a travel insurance policy which contains a policy for lost luggage. The Contractor must pay for the overweight luggage by the airlines according to airline regulations and prices. Children under 2 years of age do not have the right to free luggage. The Agency is not responsible for lost or damaged luggage; it should be noted that in some countries (USA in particular) security services have the right to check luggage contents and in such cases the Agency will not be responsible for possible damage. Lost luggage is reported by the Contractor directly to the service provider (airline or hotel). Regarding air transport, the airline is the only responsible for the luggage according to the air transport regulations. In case of lost luggage, the airline's luggage claim form should be filled by the Contractor and handed to the airline's representative. Based on this form and actual local and international air traffic regulations the airline will determine the claim payment.
Insurance against the Agency's payment inability or bankruptcy
Tureta Travel's tourist packages are insured by the Croatia osiguranje d.d. insurance agency. The policy number is 298640000057. In case of payment inability or bankruptcy, travelers already on journey should contact Croatia Osiguranje d.d. at the address Vatroslava Jagića 33, 10000 Zagreb, Croatia, as soon as possible and leave their contact data. The insurance representative will contact them afterwards. This Contract along with the payment receipt is also the insurance certificate in case of Agency's payment inability or bankruptcy.
In compliance with the Act on the Provision of Tourism Services, the Agency has insured third-party liability, liability for employees and professional conduct. Liability insurance policy was issued by the agency Croatia Osiguranje, No. 078644023301. The policy covers the possible damage to the Contractor due to Agency's failure to fulfill obligations arising from the Contract.
Personal data protection
Oral information given to the Contractor by the registration does not oblige the Agency more than information contained in the trip program.
By signing this Contract, the Contractor acknowledges
a) that, prior to the completion of the Contract, the Agency provided necessary information on customs, visas and health formalities regarding the journey along with the information about time needed to accomplish these formalities.
b) that the Agency offered the policy for health insurance, insurance against withdrawal, accident and damaged/lost luggage and the Contractor is aware of the policy contents.
c) that he or she knows the contents of the liability insurance contract covering the possible damage to the Contractor due to Agency's failure to fulfil obligations arising from the Contract.
General Conditions and Directions regarding the trip are contained in the contract concluded between the Contractor and the authorized agency where the Contractor booked the trip organized by Tureta. Both parties are committed to find agreement for possible problems. Otherwise, the case will be directed to the tribunal in Zagreb and the Croatian laws apply.
Zagreb, January 1, 2019