GENERAL TERMS AND CONDITIONS

1. General Terms

These General Terms and travel regulations are a component part of the Agreement, in other words the voucher, between MEL TRAVEL, craft for tourism and marketing, Travel Agency, Kolodvorska 74, 44320 Kutina, ID code:  ID kod: HR-B-44-​97727091 (hereinafter: the Agency) and the travel contractor (hereinafter: the Traveller). These General Terms and Conditions define the conditions with which the Agency enters into a contract with the reservation holder, which differ in terms of legal liability. For reservations, where the Agency offers additional services, other than accommodation contractually performs as an organizer, while in all other cases the Agency acts as an intermediary. All the information and terms in the program and these General Terms are binding for both the Agency and the Traveller.

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 such as illness of the service provider or his/her immediate family, outstanding circumstances which cannot be foreseen nor eliminated (natural disasters such as earthquakes, floods, sanitary disruptions, fires, droughts, wars, strike, terrorist actions and limitations issued by the government mobilisation, country exit ban).

3. Rates

The prices for all accommodation facilities are listed on the Agency’s web page. All kinds of special services which are listed and not included in the price, the Traveller will be charged for and is obliged to ask for, when checking in or, if agreed so, make the payment on the spot. The prices are listed in EUR.

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. The service provider reserves the right to refuse the booked service to the traveler, as far as the traveler has arrived with a pet without previously inform the Agency or the service provider. In both cases, the agency does not acknowledge any complaints for quality or services provided at the booked accommodation.

4. Reservations and payment

Inquires and accommodation reservations can be made via e-mail or by phone. 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 Agency provides the Traveller  with the appropriate materials in electronic form, presenting all relevant information regarding the trip, and provides or points out the general terms and conditions of the trip which are an integral part of this Agreement. The Traveller is obligated to provide any information required for the reservation process. The advance payment by bank is required depending on the chosen payment method. The balance payment is due at least 35 days before arrival unless otherwise specified upon booking confirmation. In case the Traveler does not pay the rest of the reservation amount within the agreed time period, the Agency reserves the right to cancel the reservation with prior notice to the Traveler.

Payment models - private accommodation

In the purpose of booking a certain accommodation facility, the guest is required to pay in advance by model:

A: 30-60% of the full price, and the rest of the amount on the spot (in cash to the owner of the property upon arrival)

B: 30-60% of the full price, and the rest of the amount at the Agency 35 days prior to arrival (unless differently agreed)

Payment model – hotel accommodation

In the purpose of booking a certain accommodation facility, the guest is required to pay in advance by model:

B: 30-60% of the full price, and the rest of the amount at the Agency 35 days prior to arrival (unless differently agreed)

Payment model - excursions

In the purpose of booking a certain excursion facility, the guest is required to pay in advance 100% of the full price.

5. Accommodation description and categorization 

Offered accommodation facilities are described according to the official categorization of an authorized tourist organization. Apartments include: a bedroom, kitchen, terrace or balcony. Bed linen are changed weekly, towels every three days and are included in the price. The Agency is not responsible for any false information provided by the business partners (accommodation facility owners).

6. Accommodation terms

Check-in to the apartments/rooms is possible only after 2 pm on the day of the arrival and check-out is no later than 10 am. Prior notice is necessary if the arrival is after 7 pm. Upon arrival the Traveller is required to provide identification document on the spot, for all the Travellers staying in the facility, in order to check in with the local authorities.  Only registered guests can use the accommodation.

7. Sojourn tax

According to the Croatian Law on the Sojourn Tax, the Traveller is obligated to pay the sojourn tax as well as the accommodation service. According to the Law, the tax is between 0,25 EUR and 1,00 EUR per person per day for adults depending on the destination and season. Adolescents from the age of 12 to 18 (but not after they have turned 18) are entitled to a 50% discount, while children under the age of 12 are exempted from paying the sojourn tax. 

Sojourn tax can be included in the price or is charged separately, as is clear from its offer. Sojourn tax information is clearly stated in the voucher reservation.

8. Obligations of the Agency

The Agency's obligation is providing services as well as the choice of service providers, taking into account the rights and interests of Traveller 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 (Article 2).

9. Obligations of the Traveller

The Traveller is obligated to:

- have valid travel documentation

- respect and abide by all customs and foreign exchange regulations of the destination country

- respect and abide by all customs and foreign exchange regulations as well as the laws and other regulations of the Republic of Croatia as well as other countries through which he/she passes through or resides in. Enquire whether or not he/she requires a visa for the destination country as well as neighbouring countries.  In the event the Traveller is unable to continue the trip as a result of being in direct violation of these regulations, the Traveller is responsible for all related expenses.

- abide by house rules of the accommodation unit as well as cooperate with the service provider in a well-intentioned manner

- present the service provider with the document proving paid service (voucher received via e-mail)

- pay the balance of the reservation as stated on the travel document (voucher) to the service provider on first the day of arrival

- announce the intention of bringing a pet into the accommodation unit, even if the accommodation unit is described as a pet friendly accommodation, as well as announce the type and size of the pet. Even though pets might be permitted, there are house rules which must be followed and respected. For majority of pet friendly accommodation units an extra fee is applicable which is paid on the day of arrival direclty to the service provider. The Traveller will receive information from the agency in advance about the pet fee which is to be paid on the day of arrival.

- if the Traveller has an intention to arrive with more persons than listed as the maximum capacity of the accommodation unit he is obligated to inform the agency immediately upon sending an accommodation request, even if the persons are minor children. The possibility of staying with a larger number of people solely depends on the goodwill of the accommodation service provider and does not exclude additional payment. There are no rules under which minor children can stay free and without notice in the accommodation unit.

If the Traveller does not follow these regulations, he/she will be held responsible for any expenses or damages. By confirming a reservation, the Traveller has agreed to compensate the service provider on the spot for any potential damages caused by his/her own negligence. 

10. Travel cancellation

In case of cancellation of confirmed reservation, the cancellation charges are as follows:

Private accommodation

- for a reservation cancelled 30 or more days prior to the beginning date of the service 50% of the advance payment 

- for a reservation cancelled from 29-0 days prior to the beginning date of the service 100% of the advance payment

Hotel accommodation

- for a reservation cancelled 30 or more days prior to the beginning date of the service 15% of the total amount of the reservation or a minimum of 50,00 EUR will be charged

- for a reservation cancelled from 29-22 days prior to the beginning date of the service 40% of the total amount of the reservation will be charged

- for a reservation cancelled from 21-15 days prior to the beginning date of the service 50% of the total amount of the reservation will be charged

- for a reservation cancelled from 14-0 days prior to the beginning date of the service 100% of the total amount of the reservation will be charged

Excursions

- for a reservation cancelled 30 or more days prior to the beginning date of the service 50% of the advance payment 

- for a reservation cancelled from 29-0 days prior to the beginning date of the service 100% of the advance payment

These conditions apply also on changing the departure date or change of the accommodation facility as well as all other relevant changes. If a traveler who decides to travel finds a new user for the same booking, the Agency charges only the costs caused by the replacement.

11.  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 (see Article 2). 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. If the replacement accommodation is only possible in a higher-category unit where the price is 10% higher than the price of the paid reservation, the Agency reserves the right to charge the Traveller for the difference in agreement with the Traveller. In the event a replacement accommodation unit cannot be arranged, the Agency reserves the right to cancel the reservation and notify the Traveller 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.

12. Complaints

If there could be seen some failures upon the arrival in the accommodation unit the Traveller is obliged to contact the Agency upon the issue immediately and cooperate with the Agency and the Host in the good faith that the problem will be removed. If the failures could be removed and does not disturb further consummation the Traveller has no right on further complaints. If the failures could not be removed and they influence the quality of the reservation, the Traveller has to send written complaint by e-mail at info@meltravel.hr about the issue within 8 days upon his return from the vacation and the end of his reservation and therefore can ask for a adequate refund. The complaint has to be explained with reasonable correct arguments. The agency is obligated to make a written solution to the complaint within 14 days of receipt of the written complaint. The agency can postpone the deadline in order to collect the evidence and check the claim quotes with the service provider but not for more than 14 days. The agency will take into consideration only those claims whose cause could not be resolved on the spot.

Until a decision has been made by the Agency, in other words for the duration of the 14/28 days after the complaint has been filed, the Traveller relinquishes the right to involve a third party, the arbitration of the UHPA or other institutions, publicly disclosing information as well as filing suit. The highest amount of compensation per complaint can amount to the complaint portion of the service and cannot encompass the used portion of the service or the total amount of the service.

13. Travel insurance

The cost of the trip does not include the travel insurance "package": insurance against accidents and illnesses that may occur during the trip, damage or loss of luggage or voluntary health insurance. Should the Traveller request additional insurance, arrangements can be made directly with the insurance company. Please read the insurance Terms and Conditions carefully before purchase.

The cost of the trip does not include cancellation insurance. Should the Traveller, during the reservation process suspect that due to certain reasons he might cancel his trip the agency recommends purchase of cancellation insurance.

Should the Traveller not have cancellation insurance and is unable to travel the Agency reserves the right to refund the Traveller according to the cancellation terms listed in Article 10 of this Agreement. In the event of a reservation cancellation, visa application costs and other travel document costs are non-refundable even if the Traveller has cancellation insurance. If the Traveller has a cancellation insurance policy, the Traveller must file all claims with the insurance company which issued the policy, while the Agency is obligated to provide all necessary documentation relating to the claim and the reservation in question. All other insurance terms and conditions are enclosed with the insurance policy and the Agency recommends that Travellers read them more carefully.

14. Luggage

Each Traveller is responsible for lost, damaged and/or stolen property left unsupervised. The Agency is not responsible for lost, damaged or stolen luggage, nor for stolen luggage or valuables kept in the accommodation unit (renting a safe if possible or buying an insurance package which would include luggage insurance is recommended). Lost or stolen luggage is to be reported to the accommodation service provider or to the relevant police station.

15. Personal information security

The Traveller provides personal information of his/her own free will. Personal information is required for processing requested services. The same information shall be used for inter-communication. The Agency is under obligation that the personal information of the Traveller will not be taken out of the country or given to a third party except for the purpose of carrying out requested services. The personal information will be kept in a database in accordance with the Management's decision on the method used for collecting, processing and securing personal information. With the acceptance of these General Terms, the Traveller gives permission for his/her personal information to be used for promotional offers of the Agency.

16. Final provision

Paying a deposit or payment in full signifies that the Traveller fully comprehends and accepts the aforementioned terms.

17. 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 Kutina Court jurisdiction, under the authority of the laws of the Republic of Croatia.

 

These Terms and Conditions apply from 23.01.2017.