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Terms & conditions

 

SALES OFFICE INFORMATION:

Active holidays d.o.o.

Registered with the Court Register:

Republic of Croatia, Commercial Court in Split

Register Number (MBS): 060062529

Company Identification Number (OIB): 69365527436

 

HEAD OFFICE:

Active Holidays d.o.o.

Knezova Kacica BB

21310 Omiš

Croatia

Business managers / Owners: Spiro Rogosic and Kate Segota

Tel/fax +385 21 863 015

info@activeholidays.hr

Working hours: 

Mon-Sun: 09:00-22:00 CET

 

Official supervision:

Travel agency activity is subject to official supervision by the Independent Sector Tourist Inspection Ministry of Tourism - independent sector tourist inspection, Trg Republike Hrvatske 8/1, 10000 Zagreb

 

SUBMITTING A CONSUMER COMPLAINT:

In accordance with Art. 6 item 3 of the Law on Provision of Services in Tourism ("Narodne novine" No. 130/17), the company informs consumers of their right to report disatisfaction with the service provided, in writing by e-mail to info@activeholidays.hr, whereby the company will, without delay, acknowledge the receipt of the complaint in writing.

Consumers can also send their objections by mail to Travel agency Active Holidays d.o.o, Knezova Kacica BB, 21310, Omiš

The company commits to respond in writing within 15 days of receipt of the writen complaint.

The complainant is obliged to indicate the first and last name and address for delivery of the reply.

 

TERMS AND CONDITIONS OF SALE:

These Terms and Conditions define the ordering procedure, the payment process and the application of products and services offered through the website.

The website may be used for private purposes, free of charge, in accordance with the Terms and Conditions defined herein.

Active Holidays d.o.o is the Provider and the person filling out the electronic order or e-mail inquiry and sending it to the provider via website and executing payment by credit card/debit card or bank transfer is the Customer. The commodity that is the object of the sale is one of the services offered on the website (transfer, excursion, tour, cruise).

 

 

ORDER PROCESS:

The Customer orders the product or products by way of electronic order form or e-mail. Every person ordering at least one product, providing the requested information and sending the order via webpage, in person or via e-mail is considered a Customer.

Multi-day tours/ tailor made packages:

Prices displayed on the website are of informative purpose.

All prices are expressed in EURO and translated into the Croatian national currency, Croatian Kuna (Kn - HRK) according to the Croatian National Bank middle exchange rate valid on the day of the transaction. The price stated on the webpage includes the added value tax (VAT).

Multi-day tours/itineraries displayed on our website are for informational purpose. Final content of the package depends of the final choice of agreed services by client – tailor-made tours.

Final price of the package depends of services selected by the Client.

Travelers will receive all essential information about the package before concluding the package travel contract.

The Customer is under no obligation to pay additional costs for the realization of services ordered through this webpage.

Paypal deposits / payments are in EURO

Shared/Group day tours: 

All prices are final, expressed in EURO and translated into the Croatian national currency, Croatian Kuna (Kn - HRK) according to the Croatian National Bank medium rate valid on the day of the transaction. The price stated on the webpage includes the added value tax (VAT).

The Customer is under no obligation to pay additional costs for the realization of services ordered through this webpage.

Paypal deposits / payments are in EURO

 

The ordering process is conducted in the following manner:

  1. The Customer selects the preferred itinerary suggestion on the website and sends e-mail inquiry or online order through website.
  2. The Customer fills out the form for the selected service or sends e-mail, entering the information regarding the date and time of service start (transfer, excursion, tour, cruise), number of persons, possibly first and last names of these persons;
  3. After receipt of the e-mail or online order form, we process the inquiry and send reply to the Customer about the availability of the service, we agree on possible changes and services of clients interest (duration, type of the service, accommodation type). Before booking we provide the Customer with the final overview of all the information agreed before the final order confirmation;
  4. The Customer confirms the order or by sending deposit either via bank transfer, Paypal or sending us credit card details for processing.
  5. Zagrebacka banka or Erste banka service authorizes the payment card and the result of the processing returns to Active Holidays d.o.o , who send the scanned slip to the costumer.

 

The service which is the object of the sale is considered ordered when the Customer selects it, confirms the manner of payment and successfully finalizes the credit, debit card authorization or bank transfer process or Paypal payment.

Upon the finalization of the ordering process, the Customer is provided with the invoice that serves as confirmation of the purchase and the payment. The invoice contains the following information, which clearly define the ordered service and the clients: voucher number, service ordered, date of service use (departure date), possible time of service use (departure time), possible date and time of service expiration, price of the service, number of customers, possibly first and last names of customers, possible departure location.

The cancellation of the ordered service is regulated by the General Terms and Conditions.

 

PAYMENT:

Ordered products or services are paid either online, by means of one of the following credit and/or debit cards: MasterCard®, Maestro® or Visa®,  through the POS service, by bank transfer or by PAYPAL. Active Holidays d.o.o charges the Customer’s card upon the executed transaction.

 

SERVICE APPLICATION, USE:

The services contained in the order and stated on the invoice may be realized in the following manner:

The provided invoice serves as reservation and confirmation of the purchase, i.e. a ticket for the selected transfer, excursion, tour, cruise. The invoice may be used only once.

In the event that the invoice is lost, it shall be reissued at the request of the Customer, in accordance with the General Terms and Conditions. For this purpose, the Customer shall contact Active Holidays d.o.o with the request to reissue the invoice.

 

CONVERSION STATEMENT:

The credit card is charged in Croatian kuna (Kn). The amount of Croatian Kuna that the credit card is charged with is obtained by conversion of EURO into Croatian Kuna according to the exchange rate determined for price lists (medium rate of the Croatian National Bank). The amount that is charged on the Customer’s credit card in Croatian Kuna shall be translated into the client’s national currency by the card company applying the valid foreign exchange list of the client’s county. Thus, minor deviations from the EURO prices stated on our website are possible.

 

STATEMENT OF SECURITY:

Secure communicating on this website is provided by CPanel,Inc. through a 2048-bit SSL connection . We are following the industry security standards such as PCI-DSS and ISO27001 while dealing with sensitive customer data. All payments will be affected in Croatian currency. The charged amount on your credit card account is converted into your local currency according to the exchange rate of credit card associations.

 

STATEMENT OF PERSONAL DATA PROTECTION:

Active Holidays d.o.o undertakes to protect the personal data of the Customers by collecting only the basic information about the Customers/Clients, which are necessary to fulfill our obligations; it informs the Customers about the manner in which the collected data is used, regularly provides the Customers with the option of choosing the use of their data, including the possibility to choose whether they wish their name to be removed from the list used for marketing campaigns or not. All Customer information is strictly preserved and is available only to those employees who require them to perform their jobs. All employees and business partners of Active Holidays d.o.o are responsible for observing the principle of privacy protection.

 

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 Active Holidays d.o.o 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 Active Holidays d.o.o, by e-mail, online order form, in person, by telephone, or other means of remote communication, or with other authorized agents. By sending the credit card details, sending bank transfer or depositing with PAYPAL, 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 30-50% 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 thanupon the arrival

Price and Package Contents:

As a rule, (unless stipulated otherwise in the tour program) the package price shall include:

- transport services,

- hotel / apartment

- travel packages

- agreed selection of activities/day tours/city guides

- Meal (breakfast or half board in hotels, dinner when choosing apartment accommodation)

 

The package price does not include (unless agreed otherwise):

 

- Optional (elective) excursions and visits,

- Costs of obtaining and issuing visas, if any

- Drinks

 

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. Active Holidays d.o.o 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

- A change in Tax

Active Holidays d.o.o may inform Customers of the change in writing or verbally.

The agreed price may not be increased in the period of twenty days prior to the start of the tour, save for exceptions from Paragraph 1 of this Article.

If the price increase should exceed 8% 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 Active Holidays d.o.o 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 8%. The published prices are the result of contracts Active Holidays d.o.o has with its partners and may not correspond to the prices stated on the location, at the destination of the Customer’s stay.

 

 

Travel Documents:

The Customer shall be provided with all travel documents by e-mail at the time of booking, unless stated otherwise in the program. The travel documents shall include the following: : the original invoice and written notices, if any, the tour program and emergency contact (phone number and e-mail).

 

Categorization and Service Description:

Accommodation facilities offered in Active Holidays d.o.o 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. Active Holidays d.o.o 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:

Active Holidays d.o.o does not charge reservation fee.

Travelers may transfer the package to another person, on reasonable notice and is subject to no additional costs.

Cancellation Policy:

If a Customer should cancel the booking, Active Holidays d.o.o shall keep the following amounts from the full package price:

- up to 90 days prior to departure, 25% of the package price, and no less than HRK 100.00

- 89 to 45 days prior to departure, 50% of the package price

- 44 to 0 days prior to the departure, 100% of the package price

- after the departure, 100% of the package price

In case of travel packages that include boat charter, T&C for boat charter will be applied.

- to 45 days prior to departure, 50% of the package price

- 44 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 canceling the tour finds a new beneficiary of the same booking, who meets the anticipated requirements, Active Holidays d.o.o shall charge the costs caused by the replacement. If all packages should be canceled, 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, Active Holidays d.o.o shall apply the above mentioned scale and subsequent complaints shall not be acknowledged.

 

 

 

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 include the insurance from the risk of accident and death while participating in the activities offered by Active Holidays d.o.o,

Active Holidays d.o.o  doesn’t 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 have been offered and recommended to Customers. We recommend that you purchase travel insurance, prior to the tour.

 

Cancellation by Active Holidays d.o.o or Change of Program:

 

The minimum number of passengers required for a specific travel shall be specially marked on each program/package. Active Holidays d.o.o 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.

Active Holidays d.o.o reserves the right to change the date or the time of the departure due to a change in the ferry or other included public transportation 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 included public transportation 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 Active Holidays d.o.o, the Customer shall be entitled to the full refund of the amount paid, not including the compensation of damages.

Service cancelation due to Risk Assesment:

Active Holidays d.o.o holds the right to exclude from the tour any person, if they find that the person is not capable for participating safely in the tour, or if they evaluate that the person might harm the safety of the tour or other members on the tour. In such case no refund or compensation of damage will be made to excluded individual(s).

 

 

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 Active Holidays d.o.o, and, if Active Holidays d.o.o 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. Active Holidays d.o.o'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, Active Holidays d.o.o may assist in obtaining such visa at a special additional fee. Active Holidays d.o.o 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:

In case of transport, a Customer may have 2 pieces of personal baggage. Customers must take care of their belongings brought on the vehicle 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, Active Holidays d.o.o 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. The Customer and Active Holidays d.o.o shall attempt to resolve disputes amicably, and, on the contrary, they stipulate the competence of the court in Split. The competent law shall be the Croatian law.

 

 

Active Holidays d.o.o Obligations:

Active Holidays d.o.o 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.

Active Holidays d.o.o 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. Active Holidays d.o.o 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, Active Holidays d.o.o shall offer a substitute solution if possible. Active Holidays d.o.o is not obliged to provide services beyond these Terms and Conditions. Active Holidays d.o.o is not responsible for possible print errors.

If, after the start of the package, significant elements of the package cannot be provided as agreed, suitable alternative arrangements will have to be offered to the traveller at no extra cost. Travelers may terminate the contract without paying any termination fee, where services are not performed in accordance with the contract and this substantially affects the performance of the package and the organizer fails to remedy the problem.

Travelers are also entitled to a price reduction and/or compensation for damages where the travel services are not performed or are improperly performed.

 

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 apartment/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.

If package includes adventurous and sports activities, the Customer is obliged to deliver information to the organizer, about the fitness level and any known medical issues.

 

 

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.

Active Holidays d.o.o 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 Active Holidays d.o.o marketing activities.

 

Final Provisions:

These Terms and Conditions are an integral part of the Contract that the Customer enters into with Active Holidays d.o.o, i.e. an authorized travel agency where they booked the trip organized by Active Holidays d.o.o. 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.

Omiš, 20.01. 2016