General conditions

Services offered: accommodation (private, hotels), tours, excursions, events, rental of transportation and transfers.

1. WHAT IS OFFERED

The Duo Travel Agency handles transactions and reservations on behalf and for the benefit of those offering services, and thereby ensures that clients receive one of the services noted under the general conditions, and which can be found on the accessible Internet pages of the Duo Travel Agency, except in case of unforeseeable circumstances (war, riots, strikes, terrorist activity, epidemic outbreaks, natural disasters, intervention of authorities, and so on). Duo Travel tries to be as concise as possible in the description of the services offered, however it cannot always give a 100% guarantee that descriptions match the real state of affairs, as changes can occur in the meantime which result in differences in what is described and photographed with respect to what is actually found. The purchase of one or more services from our program entitles you to a legal status with us, which confirms your acceptance of the general conditions that are hereby presented to you. Everything presented in the offer is legally binding for both client and agency. These conditions form the base for resolving any eventual conflicts that may arise between us, so we kindly insist you read the following.

2. REGISTRATION, RESERVATION AND PAYMENT

Registration for one or more services being offered by the Duo Travel Agency is done by electronic mail or directly in one of our agency offices or in the offices of our authorized partner-agencies. During registration, the client is obliged to provide all the data requested, and to produce all the documents required for carrying out the prescribed procedures. After we have received your confirmation of a reservation, we shall send you a payment of deposit form. The reservation is valid with the minimum payment of a 20% deposit. After the deposit is received, you will received a confirmation of a paid deposit, which contains all information concerning the reservation, payment of the outstanding balance of the total amount is due 21 days prior to the start of services at the latest.

3. PAYMENT

Clients make a deposit in order to confirm reservations. Minimum deposits are 20%, but they can be higher depending on the offer. Payment of a reservation indicates that a client is fully acquainted with all the features and conditions of a certain tour or accommodation being offered. The actual act of finalizing the payment of a reservation makes everything stated under these conditions legally binding both for clients and the agency.

4. FACILITIES AND PRICES

Prices include:

• For daily or longer tours: services according to the description of the package.
• For hotels: half-board services or bed & breakfast, and other services that are described for each individual hotel.
• Apartments in private accommodation: daily rental of accommodation capacities, bed sheets and towels, tablecloths and kitchen towels, fully equipped kitchen (except for room rentals without the use of a kitchen) with dishware and pots, water, electric and gas utilities included, including the final clean-up of the apartment.
• The sojourn tax can be included in the price, but not necessarily so, varying from capacity to capacity.
• For the facilities and prices of remaining services that are offered by the Duo Travel Agency, see the description that accompanies each service.

5. CATEGORY AND DESCRIPTION OF ACCOMMODATION

Accommodation capacities offered: hotels, apartments and rooms in private accommodation described in accordance to the official categorization of the Ministry of Tourism of the Republic of Croatia and the County Tourism Office during the license issuing period, and the inspection of the actual state of the accommodation capacity by an agency official during the inspection of the building facility.
Accommodation, food, services and other standards in certain places and countries are different and are not comparable. The information that a client obtains at a point of sale does not obligate the agency more than the information available on our Internet pages. The agency guarantees that the apartments in private accommodation will provide the adequate number of kitchen utensils and equipment according to the designated number of people using the apartment. Each client must be welcomed into a clean and tidy accommodation capacity and each client will be provided with clean bed linen and towels. Clients residing for more than one week will have their bed linen, bath and kitchen towels changed on a weekly basis. On arrival, clients are entitled to use hotel and apartments in a private accommodation capacity after 1:00 pm, and are required to liberate the accommodation capacity by 10:00 am at the latest. The service provider will prepare the accommodation capacity for the arrival of new clients within a 4 hour period. The keys to the accommodation capacity can be picked up either at the agency or at the facility itself.
The client will be required to pay rental fees for the current day in question if the client leaves the apartment after 2:00 pm on the day of departure.

6. CLIENT RIGHTS TO MAKE CHANGES AND TO CANCEL

If a client wishes to cancel a confirmed reservation for an accommodation, the client is required to do so in writing (by E-mail, fax or post). The date on which the agency receives a written request for cancellation will be considered as the actual date for calculating the cancellation fees, as follows:

• The agency will charge 10% of the total cost of the accommodation capacity for cancellations of up to 29 days for handling and administrative costs prior to arrival and use of the purchased services. The remaining funds will be returned to the client at the client's own costs.
• The agency will charge 100% of the total cost of the accommodation capacity for cancellations from 7 to 0 days prior to the arrival and use of the accommodation capacity.
• The agency will charge the total cost of the reservation period if a client does not show up at the destination or if a cancellation of the reservation is made after the actual starting day. If the actual costs incurred are greater than the fore-mentioned costs, then the agency retains the right to charge the actual amount of incurred costs.

7. AGENCY RIGHTS AND OBLIGATIONS

• The agency must ensure that services are carried out and must select the service provider using good management practices, taking into consideration the rights and interests of the client according to standard tourism practice.
• The agency must ensure that the client is provided with all the requested and paid for services, and is therefore answerable to the client for any undelivered or partially delivered services.
• The agency will not be held responsible for changes or undelivered services that are a result of an act of God.
• The agency retains the right to change prices, in such a manner that already paid for reservations are not jeopardized.

8. CLIENT OBLIGATIONS

The client must:

• possess a valid travel document. Clients will bear the cost of loss or stolen documents during travel,
• respect the custom and foreign currency regulations of the Republic of Croatia, including the state in which they are staying during their holiday,
• observe the house rules of the reserved accommodation capacity and cooperate with the service provider,
• submit a copy of the final payment voucher received from the agency to the service provider upon arrival at the accommodation capacity,
• bear the responsibility of costs incurred and is accountable to the agency for damages done in case these obligations are not fulfilled,
• make full reparation to the owner for any and all damages done to the accommodation capacity.

9. LUGGAGE

The agency is neither responsible for destroyed or lost luggage nor for the theft of luggage or valuables in the accommodation capacity. A report for damaged or lost luggage must be submitted by the client to the appropriate police authority.

10. TRAVEL INSURANCE

Our prices do not include travel insurance for travel risks or for the period of time spent in the accommodation capacity. We recommend that clients take out travel insurance with their local insurance companies.

11. RESOLVING CLAIMS

Each client or contract bearer has the right to make a claim due to undelivered services. If the services paid for are delivered incompletely or unsatisfactorily, the client can put in a claim for damages by making a written request.

For services delivered in a hotel:
The client makes a claim with the head of the reception desk; if the reason for the claim is not resolved, the client must make an immediate claim to the agency whose representative will make contact with the hotel in an attempt to remove the cause of the claim. In case the cause is not resolved in spite of agency intervention, the client is required to make a written claim and must request it to be signed by the head of the reception desk or the hotel director. The client must send a copy of the claim to the agency within 8-days of the termination of services. The agency is obligated to send a reply to the client within 15 days at the latest of receiving the claim, and to compensate the damages if it is determined that the reason for the claim is due to neglect by either agency or service provider.

For services delivered in apartments in private accommodation:
The contract bearer submits a claim on behalf of all clients residing in the same accommodation capacity.

Procedures tied to claims
In case a client is unsatisfied with the conditions found in the destination itself, the client is obliged to notify the agency or the authorized agency representative immediately upon arrival regarding the reasons for the dissatisfaction. The client must cooperate with the agency representative and with the service provider in order to remove the cause of the dissatisfaction.
In case the client is not satisfied with the conditions found in the destination itself, and willingly leaves the accommodation capacity to find another accommodation capacity, and thereby not allowing the agency an opportunity of removing the cause of the dissatisfaction or of identifying a replacement accommodation capacity, regardless of whether the reasons are justified or not.
In case of a claim and a request for assistance or intervention by the agency, the agency is given a time period of 8 hours upon receiving the claim to resolve the issue at hand. The hours from 10pm to 8am are not included in this timeframe. Under the condition that the reasons for the dissatisfaction are justified, the resolution of the situation will be treated as having removed the cause of the original dissatisfaction. In case that the justified cause of dissatisfaction cannot be removed, the agency will be obliged to find another accommodation capacity for the clients. A replacement accommodation is considered to be an accommodation capacity of the same or better quality in the region and-or the location of the original capacity. By accepting the accommodation, the client thereby accepts the final resolution of this situation.
In case the client does not accept either of the minimum of two solutions offered for identical or better quality, the parties will sign an understanding for a refund. This understanding will allow the agency to give the client a refund of up to a maximum of 50% of the completed payment by the client.
The parties will each sign an understanding for a refund in two (2) copies, and in this case the client forfeits the right to any indemnity of damages or publishing of information in the media. This understanding excludes the right of the client to indemnity of any non-material damages. The client retains one copy of this receipt.
If the client does not accept a replacement capacity in the actual area or an understanding of a refund that corresponds to the reservation and services paid for, the agency will neither take into consideration any claim made by the client at a later date nor will the agency be obliged to respond.

12. IMPORTANT

By payment of the reservation, the client accepts the program and the accommodation capacity conditions herewith written in its entirety, both in hotels and in apartments in private accommodation capacities owned by legal and private entities.

13. PROTECTION OF PERSONAL DATA

Personal data is provided by the traveler freely. The traveler's personal data is required for the realization of the requested services. This data will be used for further inter-communication purposes. Duo Travel guarantees that the client's personal data will not be revealed outside of the country or given to a third party, except for the realization of the requested services.