General terms and conditions

General Terms
These General terms and travel regulations are a component part of the Agreement (the voucher) for private accommodation, between Tourist agency Kotva d.o.o., Tihovac 6, Rijeka (hereinafter: Agency) and the travel contractor (hereinafter: the Traveler). All the information and terms in the program and these General Terms are binding for both the Agency and the Traveler unless otherwise determined by the Agreement.
The Agency ensures services according to the published information, description and schedule in accordance with confirmed reservations except in circumstances beyond our control.
Reservations and payment
Inquires and reservations for accommodation can be made by e-mail, in writing or in person By confirming a reservation, the Traveler 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 Traveler and the Agency. The Traveler is obligated to provide any information which is required for the reservation process. A deposit is required for wherein the amount is determined by the method of payment. 4. Sojourn tax

Sojourn tax 
According to the Law on sojourn tax of the Republic of Croatia, the Traveler is obligated to pay sojourn tax along with payment for accommodation. Sojourn tax as regulated by the Law on sojourn tax of the Republic of Croatia amounts from 2 kn to 7 kn per person per day for adults. Adolescents from the age of 12 to just before their 18th birthday are entitled to a 50% discount, while children under the age of 12 are exempted from paying sojourn tax. The final amount of the sojourn tax for a specific reservation is determined by the dates of the accommodation and is calculated according to these General Terms and payment of the final amount of the tourist service. The reservation calculation will include the amount required for sojourn tax.
The price of the service includes the basic service as described in the price list for the accommodation unit and the reservation. Special services are those services which are not included in the base price of the accommodation. The Traveler is obligated to pay for these services separately. Special services or requests must be made during the reservation process.
The service rates are listed in Euros. The Agency reserves the right to change the listed rates. The Agency guarantees the accommodation rate, which the Traveler paid as a deposit for a specific reservation, listed in the calculation on the basis of which the deposit was paid. 
The rates listed in our offers and programs are based on agreements made with our business partners and do not necessarily match the rates available on the spot at the accommodation unit in which the Traveler resides. Possible differences in rates can't be subject to complaint.
Should the number of people for the reserved accommodation unit exceed the number indicated on the travel documents (voucher), the service provider has the right to withhold services for unannounced travelers or allow all travelers and request additional payment for unannounced travelers on the spot.
Categorization and service description
The accommodation units on offer are described according the official categorization of the authorized, qualified institution, as well as based on the actual state of the unit at the time of the publication. The standards of the accommodation, services and the like in certain places and countries vary and are not subject to comparison.
Obligations of the Agency
The Agency is responsible for providing services as well as selecting the service provider while respecting the rights and interests of travelers in accordance with the traditions of the tourism industry. The Agency will fulfill all the abovementioned obligations as described except in circumstances beyond its control.
Obligations of the Traveler
The Traveler 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 (in the event that the Traveler is unable to continue the trip as a result of being in direct violation of these regulations, the Traveler is responsible for all related expenses), abide by house rules of the accommodation units as well as cooperate with the service providers in a well-intentioned manner, give the document which confirms payment of service, (the Voucher received by e-mail), to the course representative upon arrival. If the Traveler does not follow these regulations, he or she will be held responsible for any expenses or damages. By confirming a reservation, the Traveler is obligated to pay the service provider on the spot for any damages may have caused.

Reservation payment
30% of the accommodation price according to the confirmed inquiry,
rest on day of arrival

The Traveler's right to changes and cancellations
In the event that the Traveler wishes to change or cancel a reservation, the Traveler must do so in writing (by e-mail or fax). Changes can refer to the number of people or the names of the travelers, the date of the commencement and/or end date of the service and must be made no later than 30 days prior to the beginning date of the service in question. If a reservation change is not possible and the Traveler gives up the confirmed reservation, the cancellation terms listed below apply. Reservation changes for accommodations units and all other changes within 30 days of the beginning of the reservation as well as for the duration of the reservation will be considered a cancelled reservation.
For fixed confirmed reservations for private accommodation, the date on which the written cancellation is received represents the basis of the calculation of costs as follows:
- for a cancelled reservation up to 60 days prior to the beginning date of the service - 20% of the total amount of the reservation price
- for a cancelled reservation 0-59 days prior to the beginning of the service - 100% of the total amount of the reservation price
- for a cancelled reservation following departure or failure of the Traveler to show up at the reserved accommodation unit - 100% of the total amount of the reservation.
In the event that the Traveler does not arrive by midnight on the beginning date of the service and did not previously inform the Agency or service provider, the reservation will be cancelled and the corresponding cancellation fees will be charged according to the abovementioned terms.

Travel insurance
The cost of the trip does not include the travel insurance, insurance against accidents and illnesses that may occur during the trip, damage or loss of luggage or health insurance. We recommend you to get travel insurance in an insurance company in your country.
The Agency is not responsible for lost or damaged property or stolen property or valuables kept in the accommodation unit. Lost or stolen property is reported to the accommodation provider or local police station.
The Agency's right to changes and cancellations
The Agency reserves the right to make changes regarding reservations in the event of circumstances which cannot be predicted, avoided or removed. A reserved accommodation unit can only be switched with prior notification by the Traveler for an accommodation unit in the same category or in a higher category at the price at which the Traveler confirmed the reservation. If the replacement accommodation is only possible in a unit in a higher category where the price is 15% more than the price of the paid reservation, the Agency reserves the right to charge the Traveler the difference and is required to consult with the Traveler. In the event that a replacement accommodation unit cannot be arranged, the Agency reserves the right to cancel the reservation by first notifying the Traveler no later than 7 days prior to the beginning of the service date and guarantees a full refund of the paid amount. If the Agency cancels a reservation, the Traveler is not entitled to compensation from the Agency and the Agency is only obligated to refund the amount paid in to the Agency's account.

Handling complaints
If the quality of the services provided is below-standard, the Travel can request compensation by filing a writing complaint. Every Traveler has the right to file a complaint for paid services which were not provided. Each traveler - reservation holder must file a complaint separately. 
The Traveler is obligated to file a complaint on the day of arrival at the location of the service provider - receptionist or accommodation unit owner and to inform the Agency office either by e-mail at: Traveler is obligated to cooperate with the Agency representative as well as with the service provider in a well-intentioned manner so that the cause of the complaint can be resolved. Should the Traveler not accept the proposed solution which corresponds with the service rendered on the spot, the Agency is not obligated to take additional complaints into consideration.
If the problem is not resolved on the spot following an intervention, the Traveler is obligated to submit a written complaint along with supporting documents as well as any photographs to support the complaint to the agency by e-mail or to the following address Tourist agency Kotva d.o.o., Tihovac 6, 51000 Rijeka,Croatia, no later than 8 days following the return of the Traveler from his or her trip. The Agency shall only take into consideration fully documented complaints which are received within the 8-day deadline. 
Until a decision has been made by the Agency, for the duration of the 15-30 days after the complaint has been filed, the Traveler relinquishes the right to involve a third party 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. This excludes the Traveler's right to be compensated for ideal damages.
The Agency cannot be held responsible for climate conditions, cleanliness, and the temperature of the sea, or crowds, as well as similar situations and events which can result in the dissatisfaction of travelers and are not a direct result of the accommodation unit.
Personal information security
The Traveler provides personal information of his or 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 Traveler 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 Traveler gives permission for his or her personal information to be used for promotional offers of the Agency.
Putting down a deposit - payment in full signifies that the Traveler fully comprehends and accepts the aforementioned terms.
Court jurisdiction
The Traveler 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 Rijeka Court jurisdiction, under the authority of the laws of the Republic of Croatia.


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