1. General Terms
These General Terms and travel regulations are a
component part of the Agreement, in other words the voucher, between
T.A. "Anna Tours", Primorska Cesta b.b., 51512 Njivice (the Agency)
and the travel contractor. All the information and terms in the
program and these General Terms are binding for both the Agency and
the Traveller unless otherwise determined by the
Agreement.
2. Offers
The Agency ensures services according to the
information published and valid at the time of the reservation
confirmation, and according to the description and travel period in
accordance with confirmed reservations except in circumstances
beyond our control; illness of the service provider or his/her
immediate family; outstanding circumstances which cannot be foreseen
nor eliminated such as natural catastrophes (earthquakes, floods,
fires, droughts); wars, strike, terrorist actions and limitations
issued by the government (mobilisation, country exit ban).
T.A.
"Anna Tours", guarantees the authenticity of the graphic and date
review related to the accommodation unit characteristics in its
offer available at www.krk-info.com as well as the authenticity of
the conditions of the same offer.
3. Reservations and payment
Inquires and accommodation reservations can be made
via e-mail, or person at the Agency's branch office in
Njivice. By confirming a reservation, the Traveller confirms that
he/she is aware of the General Terms and conditions of the travel
services and fully comprehends and accepts these terms which are
binding for both the Traveller and the Agency.
The
Traveller is obligated to provide any information required for the
reservation process. A deposit is required depending on the chosen
payment method with which the Traveller was introduced while
confirming the reservation, and the rest of the reservation to pay
30 days before the arrival or on the spot on arrival.
Differences
and fluctuations between the exchange courses of Erste bank (our
bank) and the Guest's credit card company are possible. All banking
expenses, as well as any other additional expenses concerning the
payment procedure, are taken by the
Guest.
4. Contents and the price of the
arrangement
The prices published on www.annatours.hr web pages vary from unit to
unit, and are shown next to every accommodation unit. The specified
prices include: a daily rent of the accommodation unit, bedlinen,
equipped kitchen (unless the guest reserves only rooms without the
use of kitchen) with all the necessary dishes and cutlery, and
water, electricity and gas spent during the guest's stay.
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 30 %.
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.
The rates listed in our offers and programs are formed
according to agreement made with the owner of the house and
our partners do not necessarily match the rates stated on the spot
at the accommodation unit in which the Traveller resides. Possible
differences in rates cannot be subject to complaint.
Should the number of people arriving to the reserved
accommodation unit exceed the number indicated on the travel
documents (voucher), the service provider has the right to withhold
service to unannounced travellers or accommodate all travellers
provided that additional payment for the unannounced travellers is
made on the spot.
5. Categorization and service description
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, services and the
like vary depending on the destination/country and are not subject
to comparison.
6. Obligations of the Agency
The Agency's obligation is providing services as well as
selecting the service provider while taking into consideration the
rights and interests of travellers in accordance with the traditions
of the tourism industry. The Agency will fulfil all the
abovementioned obligations as described, except in circumstances
beyond its control.
7. Guset's
obligation
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,
On arrival at the destination,
service providers deliver vaucher accurately stated the number of
people and type of services that they must be provided. (Voucher
obtained by e-mail)
On arrival in the accommodation unit
guests come after 14:00 h, and on the day of departure accommodation
unit till 10.00 h
If the customer is required to pay
compensation if committed in the accommodation materijal
damage.
In case of not respecting the above stated
obligations, the guest bears responsibility for all the possible
costs and damages.
8.
Passenger's right to changes and cancelation
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:
In the
event the Traveller must cancel a reservation within 7 days before
the beginning date of the service, the Agency offers the Traveller
the possibility of finding a new Traveller/User for the same
reservation if possible (this depends on the service provider. The
new reservation holder accepts all the obligations stated in these
General Terms and Conditions.
In the event the Traveller does not
arrive to the accommodation by midnight on the beginning date of the
service, without contacting the Agency or the service provider, the
reservation will be cancelled and the corresponding cancellation
fees will be charged according to the abovementioned terms.
for
cancellation up to 30 days before arrival will be charged 20% of the
total amount of reservation, a minimum of 15 Euro for reservation at
the amount of less than 50 euros.
• for the cancellation of
29-15 days before arrival will be charged 30% of the total amount of
reservation
• for the cancellation of 14 to 8 days before
arrival will be charged 60% of the total amount of reservation
•
for the cancellation of 7 to 0 days before arrival will be charged
80% of the total amount of reservation
9. The Agency's right to changes and
cancellations
The Agency reserves the right to make changes of
reservations in the event of circumstances which cannot be
predicted, avoided or eliminated. A reserved accommodation unit can
only be changed with prior notification to the Traveller for an
accommodation unit of the same category or of a higher category and
at the price at which the Traveller confirmed the reservation. In
the event a replacement accommodation unit cannot be arranged, the
Agency reserves the right to cancel the reservation with first
notifying the Traveller no later than 7 days prior to the beginning
of the service and guarantees a full refund of the paid amount. If
the Agency cancels a reservation, the Traveller is not entitled to
any compensation from the Agency and the Agency is only obligated to
refund the amount paid to the Agency's account. If an adequate
replacement unit is not available on the day of the commencement of
the service, the Agency will make an effort to provide the Traveller
with information on possible alternative arrangements which are not
a part of the Agency's offer and will refund the Traveller with the
full amount paid for the reservation.
10. Agency's right to changes and
cancellation
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, the guest can
demand an adequate reimbursement by enclosing a written
objections.
Complaint
procedure:
The Traveller is obligated to file a complaint on the
day of his/her arrival at the location of the service
provider
and no later than within 24 hours of arrival at the
accommodation unit on, the reasons for his dissent to inform the
agency or an authorized representative of the agency. The customer
is required to cooperate with a representative of the agency and
with the service provider in good faith in order to remove causes
for complaint
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 the case of the complaint and request for
assistance or arbitration by the agency, the agency leaves the
period from 8 hours after receiving the complaint to resolve the
disputable situation.
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 agency "Anna Tours" headquarters enclosing the written
confirmation signed by the agency's representative and himself and
encloses possible costs he 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 7 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, 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.
11.Privacy
policy
Privacy statement serves us for protection of privacy
of our users.
In case that you decide to use our services, it's
necessary to leave us your personal information, so that we could
complete your reservation and to lease asked service.
Your
personal data remains protected. We assure you that we are
collecting only information that we need to complete our procedure
of reservation of our service, and will be exclusively used for the
process of reservation.
In that process we are using only
information that we receive directly from
you.
The agency "Anna Tours” may disclose personal
information only in the event that it was prescribed by law or court
decision, and the need for the protection of personal safety of
users or the public.
12. Note
Traveler confirmation of booking and paying in advance
or the entire amount, confirms its compliance with the above
conditions
13.
Competence of court
Court jurisdiction
The Traveller and the Agency
will aim to settle possible law suits in the application of this
Agreement and if an agreement cannot be reached the issue will
become subject to the decision of the Krk Court jurisdiction, under
the authority of the laws of the Republic of Croatia.