Terms & Conditions

Photo credit: HTZ

SALES OFFICE INFORMATION
Ekonomik agencija d.o.o.
Registered with the Court Register:
Republic of Croatia, Commercial Court in Split, Permanent Service in Dubrovnik
Register Number (MBS): 060062947
Company Identification Number (OIB): 80428967605

HEAD OFFICE
Ekonomik agencija d.o.o.
Vukovarska 22
20000 Dubrovnik
Croatia

CONTACT
T +385 91 4452745
F +385 20 456709
info@turquoisetravel.eu

GENERAL TERMS AND CONDITIONS
Introduction
These Terms and Conditions of booking and purchase of travel packages (hereinafter referred to as: Terms and Conditions) are an integral part of the Contract, i.e. voucher concluded by and between Turquoise Travel and the Customer / Client (hereinafter referred to as: the Customer) contracting the tourist package.

Booking and Contracting
The Customer may book the trip organized by Turquoise Travel in our office, by telephone, fax or e-mail. By signing the contract, voucher or the booking form, i.e. by dictating the number of one's credit card, using online or offline payment when purchasing the services by means of remote communication, the Customer fully accepts these Terms and Conditions upon having studied them carefully. During the booking, and for the purpose of booking the selected service, the Customer pays 30% of the package price (per person), unless otherwise stated in the program. The balance to the full price of the package is to be paid no later than 21 (twenty-one) days before the start of the trip, unless otherwise stated in the program (payment in instalments is considered an exception).

Price and Package Contents
As a rule, (unless stipulated otherwise in the tour program) the package price shall include:
- transport services,
- hotel and catering services
- travel packages.

If mentioned in the tour program, the price can also include airport fees, as well as costs of services of professional and local guides. The package price does not include (unless agreed otherwise):

- Optional (elective) excursions and visits,
- Costs of obtaining and issuing visas, if any
- Tickets for facilities to be visited.

All types of special services (single bedroom, special diet, etc.) shall be paid by the Customer and must be ordered during booking. If a Customer asks for a special service during the tour, it shall be paid for it directly to the guide or the Agency representative, in the currency of the respective country.

Right to Price Increase and Right to Cancellation Due to Price Increase
Prices of all packages are based on the exchange rate of the Croatian kuna and foreign currencies. Turquoise Travel may ask for an increase of the agreed price in case the following occurred after the contract was entered into:
- A change of exchange rates in relation to the program publication date,
- A change of transport costs (fuel, road toll, etc.),
- A change in fees of hotels or carriers.
TurquoiseTravel may inform Customers of the change in writing or verbally.
The agreed price may not be increased in the period of seven days prior to the start of the tour, save for exceptions from Paragraph 1 of this Article.
If the price increase should exceed 10% of the agreed price, the Customer may cancel the tour free of charge no later than 48 hours of receiving a written notice. If the Customer should fail to cancel the tour within the stated term either personally at the Turquoise Travel point-of-sale or in writing, it shall be deemed that they agree to the price change. The Customer undertakes to accept the price increase of up to 10%. The published prices are the result of contracts Turquoise Travel has with its partners and may not correspond to the prices stated on the location, at the destination of the Customer’s stay.

Discounts for Children and Other Benefits
Please pay attention to discounts for children and other benefits which are specified in the package description.

Travel Documents
The Customer shall be provided with all travel documents no later than 5 days prior to departure, unless stated otherwise in the program. The travel documents shall include the following:
1. For a package with the use of own transport: the original voucher and written notices, if any,
2. For a bus package: the original voucher and the tour program,
3. For an airplane package: the original voucher, the tour program and an airplane ticket.
Categorization and Service Description
Accommodation facilities offered in TurquoiseTravel programs are described according to the official categorization of the respective country, valid at the moment of the program publication. Diet, modern conveniences and all other services offered by hotels/apartments are supervised by local tourist boards, while the standards of accommodation and services differ and are not comparable. Turquoise Travel assumes no responsibility for any verbal or written information differing from the description of services and facilities in the published programs obtained from a third party.

Room/Apartment Accommodation
Rooms/apartments are distributed by the reception desk at the place of staying. Unless the Customer has explicitly booked a specific room/apartment they shall accept any officially registered accommodation unit for rent in the specific facility described in the catalogue and the price list. Accommodation in the room/apartment is usually not possible before 4.00 p.m. on the service start date, and the Customers usually must leave the rooms/apartments by 10.00 a.m. on the service end date. Arrivals after 8.00 p.m. must be advised in advance, unless otherwise indicated. Pets are allowed in particular cases with an obligatory additional fee.

The Cost of Booking per Request and the Cost of Booking Change
The cost of booking at the time when there are no availabilities for the requested packages is HRK 80.00. By receiving the payment of the stated amount, Turquoise Travel accepts the booking per request and secures the additional place (place per request). If the additional place is secured and accepted by the Customer, the previously paid cost of booking per request shall be included in the price of the package.
If Turquoise Travel is unable to confirm the booking per request, the amount paid for the booking per request shall be fully refunded to the Customer.
Declining the offered booking shall result in Turquoise Travel keeping the paid amount for the purpose of covering the cost of booking per request.

Cancellation Policy
If a Customer should cancel the booking, Turquoise Travel shall keep the following amounts from the full package price:

- up to 30 days prior to departure, 10% of the package price, and no less than HRK 100.00
- 29 to 22 days prior to departure, 25% of the package price
- 21 to 15 days prior to departure, 40% of the package price
- 14 to 8 days prior to departure, 80% of the package price
- 7 to 0 days prior to the departure, 100% of the package price
- after the departure, 100% of the package price

The stated costs of cancellation shall also apply to changes of the departure date or the type of the accommodation facility, i.e. the type of the room/apartment, and to all other major changes. A cancellation scale that may differ from the stated one is included in a specific program and catalogue to which it refers. If a Customer cancelling the tour finds a new beneficiary of the same booking, who meets the anticipated requirements, Turquoise Travel shall charge only the costs caused by the replacement. If all packages should be cancelled, the costs for obtaining visa/s or travel documents are not refunded. If a Customer cancels the tour or shortens the travel due to bad weather conditions, Turquoise Travel shall apply the above mentioned scale and subsequent complaints shall not be acknowledged.

Insurance from Risk of Cancellation
If, during the booking of a tour, a Customer anticipates they may have to cancel the tour due to unexpected obstacles, in order to avoid the costs of the tour cancellation stated in the part of these Terms and Conditions titled “Cancellation Policy”, they can pay the insurance from the risk of cancellation. The insurance from the risk of cancellation is charged at the time of entering into the Contract and may not be paid subsequently. The insurance premium is calculated based on the value of the tour, according to the price list of the insurance company. When renting an apartment, it is obtained by dividing the rent price with the number of persons in the apartment.
An unanticipated obstacle has occurred if any of the following circumstances have taken effect:

1. Serious illness or death:
of the insured person – of their spouse,
of their child,
of their parent, brother or sister or sibling’s spouse,
adoptive child or adoptive parent;
2. Natural disaster declared as such by authorized institutions;
3. Military service.

In case the tour package is cancelled, the paid premium for insurance from the risk of cancellation shall not be refunded. Also, in case the tour is cancelled, the cost of obtaining visas shall not be refunded regardless of the Customer having the insurance from the risk of cancellation. If the Customer has not paid insurance from the risk of cancellation, and they must cancel the tour due to the stated unanticipated obstacles, TurquoiseTravel reserves the right of payment according to the part of these Terms and Conditions titled “Cancellation Policy”. Other Terms and Conditions of insurance shall be enclosed with the insurance policy.

Insurance from consequences of accident and illness, insurance from risk of damage and loss of baggage and voluntary health insurance of persons during travelling and staying abroad
Tour prices do not include the insurance from the risk of accident and illness while travelling, nor do they include the insurance from the risk of damage and loss of baggage or voluntary health insurance. By signing the tour Contract, with these Terms and Conditions as its integral part, it is understood that additional insurances stated in the previous paragraph have been offered and recommended to Customers. If the Customer should request the stated insurances, these may be contracted directly with an insurer or through Turquoise Travel, whereby Turquoise Travel acts only as a mediator.
We recommend that you study the insurance terms carefully before purchasing the policies.

Cancellation by TurquoiseTravel or Change of Program
If the sufficient number of passengers has not booked the program, Turquoise Travel reserves the right to cancel the travel no later than 5 days prior to the tour start date. The minimum number of passengers required for a specific travel shall be specially marked on each program/package. Turquoise Travel also reserves the right to a full or partial change of the tour program in case extraordinary circumstances should occur that could not have been anticipated or avoided before the tour start date. TurquoiseTravel reserves the right to change the date or the time of the departure due to a change in the flight schedule or the onset of unanticipated circumstances, as well as the right to change the itinerary if there should be a change in travel conditions such as: the changed flight schedule, safety conditions in a country, (unfavorable) weather conditions without compensating the damages, and according to the current regulations in the international traffic. If the tour is cancelled by TurquoiseTravel, the Customer shall be entitled to the full refund of the amount paid, not including the compensation of damages.

Travel Documents
Customers must have valid personal travel documents. Invalid documents leading to the cancellation of the travel shall not result in any harmful consequences for Turquoise Travel, and, if TurquoiseTravel should suffer additional damages due to such an omission by a Customer, the Customer must compensate the damages suffered. If a travel document should be lost or stolen during travel, the costs of issuing new documents shall be borne by the Customer. Turquoise Travel’s guide shall assist the Customer in such a situation, taking care of the normal course of the program thereby. If a certain travel requires a visa, Turquoise Travel may assist in obtaining such visa at a special additional fee. Turquoise Travel shall not be held responsible for decisions by customs or police or other state authorities banning passenger's entry into a particular country.

Foreign Exchange and Customs Regulations
Customers must comply with all foreign exchange and customs regulations, laws and other by-laws of the Republic of Croatia and other countries through which they travel and where they stay.
If the tour cannot be continued because a Customer has violated the regulations, all incurred costs shall be borne solely by the person having violated the regulations.

Health Regulations
Travel to some countries is conditioned by mandatory vaccination against specific diseases. When travelling to such countries, the Customer must hold certificates and documents of vaccinations.

Baggage
Transport of baggage by airplane is free of charge up to the weight defined by the airline carrier. The Customer pays for the excess baggage according to the current prices of the airline carrier. Regardless of their age, children are not entitled to the baggage transport in air transport that is free of charge. In case of bus transport, a Customer may have 2 pieces of personal baggage. Customers must take care of their belongings brought on the bus and are obliged to bring them along whenever leaving the bus. Otherwise, Customers shall be responsible for theft, loss or damage of objects left unattended in the bus.

Complaints
Complaints are submitted in a written form.
We emphasize that it is in the interest of the Traveler to make sure that every complaint is enclosed in writing and the service provider will endeavor to provide the agreed service, i.e. correct the mistakes.
If no improvement is made even after the complaint, the Customer should ask for a certificate from which it is evident that the service was not provided, i.e. that it was not provided in the stipulated way. The Customer must enclose the certificate to their written complaint. The Customer is to make a written complaint no later than 7 days after the travel has ended. If the Customer should make a written complaint after the expiry of that term, TurquoiseTravel is not obliged to take such a complaint into consideration. For resolving the complaints regarding services abroad, one must comply with the rule of reporting the complaint with the issue of certificate on the spot, and the deadline for submitting the complaint.

The organizer must make a written decision regarding the complaint within 14 days of receiving the complaint, and it may postpone the term for making the decision about the complaint by another 14 days on account information gathering.
The organizer shall resolve only those complaints which could not have been eliminated at the Customer’s destination. While the resolution of the complaint is in process, but no longer than 14, i.e. 28 days after lodging the complaint, the Customer waives the right to mediation of any other person, the arbitration by UHPA or another institution, and undertakes not to provide media with the information. In this time period, the Customer also waives the right to sue. 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. When entering into the “Fortuna System” contract, the Customer has no right to a complaint. The Customer and TurquoiseTravel shall attempt to resolve disputes amicably, and, on the contrary, they stipulate the competence of the court in Zagreb. The competent law shall be the Croatian law.

Turquoise Travel Obligations
Turquoise Travel undertakes to care about provision of services and the selection of service providers in accordance with the best business practices, and to take care of the Customers' rights and interests in compliance with the best tourism practices. Turquoise Travel undertakes to provide the Customer with all the contracted services for a particular package, and to provide answers in case of possible failure to perform services or a part of services. Turquoise Travel shall fulfill all the obligations stated in its programs fully and as described, except in the event of Force Majeure or changed circumstances. In such cases, Turquoise Travel shall offer a substitute solution if possible. Turquoise Travel is not obliged to provide services beyond these Terms and Conditions. Turquoise Travel is not responsible for possible print errors.

Customer’s Obligations
The Customer undertakes to personally meet the conditions anticipated by the regulations of the Republic of Croatia and the country through which or to which they travel, and to observe the house rules in hotel and other facilities, to cooperate with the representative of the organizer and with service providers. The Customer is personally responsible for any damages caused, particularly for the damages that are the result of failure to observe the contract and these General Terms and Conditions. The Customer shall cover the incurred damages immediately at the hotel reception desk and at another place stipulated by the physical or legal entity who suffered the damages.
Warranty in case of insolvency or bankruptcy of the tour organizer
Pursuant to the Tourism Act, in case of insolvency or bankruptcy of Turquoise Travel, Customers caught by it while travelling, as well as persons who made down payments for a travel should contact the provider stated on the travel certificate or on another corresponding document as soon as possible. Insurance company UNIQUA, policy number 13-0000002649.

Personal Data Protection
The Customer provides personal data voluntarily. Personal data of the Customer are necessary in the process of realization of the requested service. These shall also be used for further mutual communication.
Turquoise Travel undertakes not to export the Customer’s personal data abroad, or provide any third persons with such information, except for the purposes of realization of the requested service.
The exception to providing third persons with Customer’s personal data regards the contracting of insurance for the risk of cancellation, insurance from consequences of accident and illness, insurance from risk of damage and loss of baggage and voluntary health insurance of persons during travelling and staying abroad. If the Customer should take out an insurance policy, personal data shall be forwarded to the insurance company.
Customer’s personal data shall be kept in a database, pursuant to the Decision of the Administration regarding the manner of collecting, processing and keeping personal data.
The Customers allow their personal data to be used for the purposes of Turquoise Travel marketing activities.
Final Provisions
These Terms and Conditions are an integral part of the Contract that the Customer enters into with Turquoise Travel, i.e. an authorized travel agency where they booked the trip organized by Turquoise Travel. Possible/anticipated deviations from these Terms and Conditions must be stated with the text of the tour program, if dealing with tour operators – international travel organizers. By signing the contract, the Customer fully accepts the program and these Terms and Conditions. The issue of these Terms and Conditions makes all previous versions null and void

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