1. General provisions
These General Terms and Conditions and travel instructions are an integral part of the Agreement or service voucher concluded between the company Polo Line d.o.o., Frankopanska 36, 51523 Baška, ID code: HR-AB-51-040037796 (hereinafter: agency) and the travel contractor (hereinafter: passenger). These General Conditions define the conditions under which the Agency enters into a Contract with the travel contractor, which differ in terms of legal liability. For reservations in which, in addition to the accommodation service, the agency organizes the provision of an additional service or services, the same contractually acts as the Organizer, while in all other cases the Agency acts as an Intermediary (when selling accommodation). All information specified in the General Terms and Conditions represents a legal obligation for the agency and the passenger.
2. Content of the offer
The agency provides the service according to the information published on the Internet and valid on the day of confirmation of the reservation, and according to the description and time of confirmed reservation, except in case of force majeure, such as illness or death of the service provider or his immediate family, extraordinary circumstances that cannot be predicted or eliminated (natural disasters such as earthquakes, floods, sanitary disturbances, fires, droughts, wars, strikes, terrorist actions and restrictions issued by the state such as mobilization, ban on leaving the country).
3. Reservations and payments
Inquiries and accommodation reservations are received electronically and by phone, in writing or in person at the Agency's office. When creating a request for an accommodation reservation, the Traveler confirms that he is familiar with the stated General Terms and Conditions for the provision of travel services, which he has previously carefully studied, and that he accepts them in their entirety. Everything stated in these General Conditions represents a legal obligation for both the Traveler and the Agency. The Agency makes available to the Traveler appropriate material in electronic form, presents him with all relevant information regarding the booked service, and refers him to the General Travel Conditions, which are an integral part of this contract, and offers a travel insurance package. The passenger is obliged to provide all the information required by the reservation process. To reserve an accommodation service, it is necessary to make an advance payment depending on the chosen payment model, and the rest of the amount is paid no later than 30 days before the start of using the service, unless otherwise stated in the conditions, which the Traveler is aware of when confirming the reservation. In the event that the Traveler does not pay the rest of the reservation amount within the agreed period, the Agency reserves the right to cancel the reservation with prior notice to the Traveler. Note for payment by bank transfer, which applies only to foreign travelers; The traveler is obliged to make the payment by bank transfer to the Agency's foreign currency account. The costs of the sender's bank and the recipient's bank are borne in full by the Traveler.
4. City tax
According to the current Act on residence tax of the Republic of Croatia, the Traveler is obliged to pay the city tax at the same time as paying for the accommodation service. The city tax prescribed by the Law on Residence Tax of the Republic of Croatia amounts from HRK 2.00 to HRK 8.00 per person per day for adults. A fee for city tax reduced by 50% is charged to the age group from 12 to 18 years, while children under 12 are completely exempt from paying city tax. The final amount of the city tax for a specific reservation depends on the destination in the Republic of Croatia where the accommodation unit is located, the period of stay, the number and age group of the Travelers.
5. Price of the service
The price of the accommodation service includes the basic service as described in the price list with the accommodation unit from the reservation. For one part of the accommodation from our offer, in addition to the price of the basic service, the Traveler is charged a mandatory surcharge for the following additional services: the cost of the agency service, final cleaning, insurance, one-time registration and environmental tax. The amount of the mandatory surcharge is presented to the Traveler on the specification of the calculation of the total amount of the reservation during the process of creating the reservation. Optional additional services are those services that are not included in the basic price and are available with prior notice to the Agency but also a surcharge to the service provider, so the Traveler pays them on the spot in cash in accordance with the payment instructions specified in the Agency's offer. The traveler is obliged to request or announce additional or special services when booking accommodation. When booking private accommodation, the price usually includes the consumption of electricity, water and gas, bed linen, and all additional services that are listed as such in individual accommodation descriptions. The traveler is obliged to clean the apartment or holiday home before departure, regardless of the final cleaning service provided by the accommodation provider. The final cleaning that the Traveler is obliged to do includes washing and stacking dishes, removing garbage and sweeping all rooms so that the facility is returned to the service provider in order. Service prices are published in EUR. The agency reserves the right to change published prices. To a traveler who has paid an advance payment or the entire amount for a specific reservation, the Agency guarantees the price of accommodation, specified in the calculation based on which he made the payment. If the change occurs before the payment is made, the Agency undertakes to inform the Traveler about the price change. The contracting parties agree that the Agency has the right to increase the price no later than 20 days before the start of using the service, if there have been changes in the exchange rate of the contracted currency after the reservation has been confirmed. The traveler reserves the right to cancel the reservation if the price of the reservation has increased by more than 10% compared to the original price of the reservation, with the right to a refund of the price paid up to that time, while the right to compensation for damages is excluded.
The prices stated in the Agency's offers and programs are based on the contract with the Agency's partners and do not have to correspond to the prices published on the spot in the facility where the Traveler is staying, and any price difference cannot be the subject of a complaint. If more people arrive in the reserved accommodation unit than indicated on the documents (voucher), the service provider has the right to refuse service to unannounced passengers or to accept all passengers with a surcharge for unannounced passengers on the spot. The service provider reserves the right to deny the booked service to the Traveler in the event that the Traveler brings a pet to the accommodation without prior notice to the Agency or the service provider. In the above cases, the Agency is not obliged to consider the guest's comments on the quality of the reserved accommodation or services.
Promotions and discounts cannot be added and combined with each other; only one discount can be used in one reservation.
6. Categorization and description of services
The offered accommodation units are described according to the official categorization of the competent institution, as well as based on the Agency's representative's insight into the actual condition of the accommodation at the time of publication. The standards of accommodation, food, services and other things in individual places and countries are different and not comparable. Information that the Traveler receives at the point of sale does not bind the agency to a greater extent than the information published on the website www.polo.hr and/or the catalog and other printed materials of the agency.
A parking space is provided if the service provider has one parking space available for each accommodation unit within the facility or near it. Secured parking does not imply that it must be located in the building's yard itself, in a guarded, fenced or covered place. Accommodation in which access for people in wheelchairs is possible, but not necessarily fully adapted, must have the following characteristics:
- the location of the accommodation unit is on the ground floor (maximum of 2 steps when entering the accommodation unit)
- the dimensions of the accommodation unit are suitable for people in wheelchairs (the width of the door is at least 75 cm, a spacious bathroom that is not necessarily equipped with appropriate handles and bars)
7. Agency obligations
The agency's duty is to take care of the implementation of services as well as the choice of service providers, and to take care of the rights and interests of travelers, in accordance with good customs in tourism. The Agency will fulfill all the stated obligations in full and in the manner described, except in extraordinary circumstances (item 2), when it is acted as described in item 12.
8. Passengers obligations
The passenger is obliged to:
- have valid travel documents
- comply with the customs and foreign exchange regulations of the country of destination
- comply with foreign exchange and customs regulations, check whether he needs a visa to enter the country of destination or neighboring countries. In the case of the impossibility of continuing the trip due to a violation of regulations by the Traveler, all incurred costs are borne by the Traveler himself.
- comply with house rules in accommodation facilities, and cooperate with service providers in good faith
- upon arrival at the destination, hand over the document about the paid service to the service provider (voucher received by e-mail)
- pay the rest of the reservation amount on the spot on the day of arrival at the accommodation if he has chosen the model of payment of the rest on the day of arrival in Croatian kunas for his reservation. The price in Euros will be converted into Croatian kuna according to the exchange rate of the agency on the day of payment.
- to announce to the Agency, when making inquiries, the intention to bring a pet to the accommodation unit, even if according to the description of the facility, the pet is welcome. The traveler is obliged to announce the type and size of the pet since, although pets are allowed, there are rules and house rules that must be respected. For most establishments where pets are welcome, an appropriate surcharge is calculated, which is determined by the service provider. The surcharge is paid to the agency on the day of arrival at the accommodation, with the Traveler informed in advance of the amount by the Agency.
- report immediately when sending a request for accommodation if you plan to arrive with more people than the stated accommodation capacity, even if they are minor children. The possibility of staying with a larger number of people depends solely on the goodwill of the service provider, which does not exclude the possibility of charging a surcharge for additional people. There is no rule according to which minor children can stay in accommodation for free and without notice.
In cases of non-compliance with the stated obligations, the Traveler bears the costs and is responsible for the damage caused. By confirming the reservation, the Traveler undertakes that, if he causes any damage, he will pay the service provider on the spot for all the damage caused.
9. The passenger's right to change and cancel the trip
Every change or cancellation of the reservation must be sent to the Agency in writing (e-mail, post or fax) by the Traveler so that the Agency can process the request. It is not possible to change or cancel a reservation by phone. In case of change or cancellation of a confirmed reservation, the date of receipt of the written request during the working hours of the Agency is the basis for the calculation of costs. In case of receipt of written cancellation or change of the confirmed reservation outside the working hours of the agency, the next working day of the agency is taken as the processing date of the request.
In the event that the Traveler cancels a confirmed private accommodation reservation within 72 hours after making the reservation payment, with the condition that more than 31 days remain until the start of using the service, the Agency will refund the amount paid to the Traveler within 7 working days upon receipt of the request. This rule is only valid for the first cancellation of the reservation. In order to change the number of persons, the start and/or end date of the use of the service by the Passenger on an already confirmed reservation, if it is possible to change the reservation, the following conditions apply:
- more than 30 days before the start of using the service for the amount of the reservation that is the same or higher than the original, the Agency will charge only the difference in price.
- more than 30 days before the start of using the service, for the amount of the reservation that is less than the original, the Agency charges an administrative fee in the amount of €25.00. Any difference will be returned to the guest.
- from 29 to 7 days before the start of using the service, for the amount of the reservation that remains the same or increases, the Agency will charge only the difference in price.
- from 29 to 7 days before the start of using the service, for the amount of the reservation that is less than the original, the Agency will make a change in accordance with the request of the Traveler, but the amount of the reservation will not be reduced.
- Changes to reservations 6 to 1 day before the start of using the service are not possible.
If the Traveler requests a change of accommodation unit in the same facility, and the change is possible, the Agency charges an administrative cost in the amount of €15.00, as well as any price difference.
If the Traveler requests a change of accommodation unit in another facility, the change is considered a cancellation of the reservation and the cancellation conditions specified below apply.
If the requested changes to the reservation are not possible and the Traveler cancels the reservation as a result, the cancellation conditions listed below apply.
If the client requests a change in the transfer reservation up to 48 hours before the start of using the service, and the change is possible, the Agency charges an administrative fee of EUR 15, as well as any price difference. Changes less than 48 hours before the start of the transfer are not possible.
Reservation cancellation conditions
Private accomodation
In case of cancellation of a confirmed private accommodation reservation, the following costs are charged:
- for cancellation of the reservation up to 30 days before the start of using the service, 30% of the total price of the reservation is charged, and at least 25 Euros
- for cancellation of the reservation from 29 to 15 days before the start of using the service, 50% of the total price of the reservation is charged
- for cancellation of the reservation from 14 to 8 days before the start of using the service, 80% of the total price of the reservation is charged
- for cancellation of the reservation from 7 to 0 days before the start of using the service, 100% of the total price of the reservation is charged
- for cancellation of the reservation after departure, or if the Traveler does not show up at the reserved accommodation, 100% of the total price of the reservation will be charged.
Transfers
In case of cancellation of a confirmed transfer reservation, the following costs are charged:
- for cancellation of the reservation up to 72 hours before the start of using the service, a fee for administrative costs in the amount of EUR 15 is charged.
- for cancellation of the reservation within 72 hours before the start of using the service, or if the Passenger does not show up at the agreed place for the transfer, 100% of the total price of the reservation is charged
For each canceled accommodation reservation, the Agency charges an administrative fee in the amount of 25 euros. If, according to the Terms of cancellation of the reservation, the Traveler is entitled to a partial refund of the amount paid, the Agency is obliged to make the refund within 45 days.
When canceling a reservation for which the Traveler has paid 25-30% of the total amount of the reservation to the Agency, if the amount of the cancellation costs exceeds the paid amount, the Traveler will be issued an invoice for the remaining cost of the cancellation of the reservation in accordance with the General Terms of Cancellation of the Reservation described in Article 9 of these General Terms and Conditions The passenger is obliged to pay within 14 days after receiving it.
In the event that the Passenger cancels the reservation within 7 days before the start of the service, the Agency authorizes the Passenger to find a new Passenger for the same reservation if possible (depending on the permission of the end service provider). In this case, the Agency will charge only the actual costs caused by the replacement of the Passenger. The new Traveler or reservation user assumes all obligations from these General Terms and Conditions.
If the Traveler does not arrive at the reserved accommodation by 9:00 p.m. on the day of starting the service, without notifying the Agency or the service provider of the late arrival, the reservation is considered canceled and the cancellation costs are calculated according to the above. If the actually incurred costs of cancellation exceed the amount paid for the reservation, the Agency reserves the right to charge the actual incurred costs and will issue an invoice to the Traveler, which the Traveler must pay within 14 days of receiving it. The Agency does not reimburse the Traveler for the costs incurred in obtaining travel documents or visas, related to the reservation that the Traveler cancels.
10. Travel insurance
The price of the reservation does not include the "package" of travel insurance: insurance against the risk of an accident and illness during the trip, insurance against damage and loss of luggage, insurance against cancellation of the reservation, as well as voluntary health insurance. By paying for the reservation, the passenger confirms that he has been offered and/or recommended the above-mentioned additional insurances. In case the Traveler requires the mentioned insurances, they can be arranged directly with one of the insurance companies or with the Agency, whereby the Agency acts exclusively as an intermediary. We recommend carefully studying the insurance conditions before purchasing.
If, during the reservation, the Traveler believes that he could cancel the trip for certain reasons, the Agency recommends paying for a cancellation insurance policy. In the event that the Traveler has not contracted cancellation insurance and has to cancel the trip, the Agency reserves the right to payment according to the rules specified in Article 9 of this Agreement. When canceling a reservation, the cost of acquiring visas or travel documents is not paid even if the Traveler has paid cancellation insurance. By paying for the cancellation insurance policy, the Traveler transfers all his claims to the insurance company whose cancellation insurance policy he owns, and the Agency undertakes to provide all the documentation related to the reservation that the Traveler needs to realize claims against the insurance company. All other insurance conditions are attached to the insurance policy and we recommend that every Passenger read them personally.
11. Baggage
The traveler is obliged to take care of his belongings brought into the accommodation. The passenger is responsible for the theft, loss or damage of things left unattended. The agency is not responsible for damaged, destroyed or lost luggage, as well as for the theft of luggage or valuables in the accommodation facility (it is recommended to rent a safe if there is such a possibility or pay for an insurance package where the luggage would be secured as well). The Passenger is obliged to report lost luggage or theft to the accommodation service provider and the competent police station.
12. Agency's right to changes and cancellation
The agency reserves the right to change the reservation if extraordinary circumstances occur that cannot be predicted, avoided or eliminated (see point 2). The Agency reserves the right to replace reserved accommodation only on the condition that the Traveler has been duly notified of the change, that the replacement accommodation is of the same or higher category, and that the price of the replacement accommodation corresponds to the price at which the Traveler confirmed the reservation. In the event that the Agency is able to offer only alternative accommodation in a higher category facility at a price that exceeds the amount of the paid reservation by more than 15%, the Agency reserves the right to charge the difference in price after consulting the Traveler. In the event of the impossibility of replacing the paid accommodation, the Agency reserves the right to cancel the reservation with prior notification to the Traveler before starting to use the service, and guarantees the return of the entire amount paid, whereby the Traveler has no right to claim compensation from the agency. The agency is only obliged to refund the amount paid to the agency's account. If an adequate replacement is not possible on the day the service begins, the Agency undertakes to provide the Traveler with all the information it has about accommodations that are not offered by the Agency, as well as refund the amount paid for the reservation to the Traveler.
13. Objection procedure
Every Passenger - holder of the contract has the right to complain about the non-performed contracted service. In the event that the services offered are of poor quality, the Traveler is obliged to report the inappropriate service immediately on the day of arrival and inform the agency about this by e-mail at info@polo.hr or by phone at +385 91 3856 922 (working hours of the customer service). The passenger is obliged to cooperate with the service provider and the agency in good faith to eliminate the causes of the complaint. A traveler who leaves the facility and finds another accommodation on his own initiative due to dissatisfaction with the condition of the reserved accommodation, without giving the Agency the opportunity to eliminate the cause of his dissatisfaction, or to find him alternative accommodation, does not have the right to demand a refund or file a claim for damages, regardless on whether his reasons were justified or not. Also, if the Traveler accepts on the spot the offered solution to the complaint that corresponds to the service paid for, the Agency will not accept the Traveler's subsequent complaint or respond to it. In the event that the problem was not resolved, even after the intervention of the agency, the Traveler is obliged to send a written complaint together with accompanying documents and photos that prove the basis of the complaint to the agency by e-mail at info@polo.hr or by mail no later than 8 days after returning from vacation. The agency undertakes to consider only fully documented complaints received within 8 days after the end of the reservation. The Agency is obliged to issue a written solution to the Traveler's complaint within 14 days of receiving the complaint. The agency can postpone the deadline for the resolution of the complaint due to the collection of information and verification of the allegations of the complaint with the service provider for a maximum of another 14 days. The agency undertakes to resolve only those complaints whose cause could not be eliminated in the holiday destination. While the resolution process lasts, and in total no more than 14 or 28 days after lodging the complaint, the Traveler irrevocably waives mediation by any third party: arbitration by UHPA or another institution, providing information to the media, as well as the right to file a lawsuit. The highest compensation per complaint can reach the amount of the advertised part of the services, and it cannot cover already used services or the entire amount of the arrangement. The Tourist Activity Act excludes the right of the Traveler to compensation for ideal damage. A traveler who is not satisfied with the travel organizer's response, and who used the services of a UHPA member agency and followed the aforementioned instructions for the implementation of the complaint procedure, provided that he has all the necessary documentation, can appeal to the UHPA arbitration. In accordance with the Rules on Arbitration, the entire procedure should be completed within the next month. With this procedure, either the organizer will agree to compensation or the Traveler, at a small cost, will learn that even in court, to which he can still appeal, there is no chance of winning the dispute. The Agency cannot be held responsible for any climatic conditions, cleanliness and temperature of the sea in the destinations, and all other similar situations and events that may cause dissatisfaction of the Traveler, and are not directly related to the quality of the booked accommodation unit (e.g. bad weather, poorly arranged beaches; excessive crowds, theft or damage to property, etc.). If the Traveler has decided to make a reservation from a special LAST MINUTE offer, then the Traveler accepts all the risks of such a reservation. LAST MINUTE reservations contain uncertain facts that the Agency cannot influence, and the Traveler accepted such a reservation primarily because of the favorable price and therefore waives the right to complain to the Agency.
14. Protection of personal data
The passenger provides personal data voluntarily. The Passenger's personal data is necessary in the process of realizing the requested service. The same will be used for further mutual communication. The Agency undertakes not to take the Passenger's personal data out of the country or give it to a third party, except for the purpose of realizing the requested service. The Passenger's personal data will be stored in the database, in accordance with the Management's decision on the method of collecting, processing and storing personal data. The traveler has the option to give his consent that his personal data can be used for the purpose of the agency's marketing actions.
15. Remark
By confirming the reservation and paying the advance payment or the total amount of the reservation, the passenger confirms his agreement with the above conditions.
16. Jurisdiction of the court
The traveler and the Agency undertake to try to resolve any disputes in the application of this Agreement amicably, while otherwise submitting to the decision of the competent court in Rijeka, whereby the applicable law is Croatian law.