CONDITIONS GÉNÉRALES DES SERVICES D'HÉBERGEMENT

1. INTRODUCTION

1.1. „Turistički
obnrt Maestral.“ tourist agency Coala Travel , Kralja Tomislava 4, 21223
ID: HR-AB-21-17060900424
(ci-après: Agence), guarantees the authenticity of the displayed
visual and written data related to the accommodation unit
characteristics in its offer available at www.coala-travel.com, as well
as the authenticity of the conditions they are offered under.

1.2. le
Agency is obliged to ensure the accommodation in the booked properties
in the reserved period, sauf dans le cas de force majeure (guerre, émeutes,
grèves, Attaques terroristes, problèmes sanitaires, catastrophes naturelles,
interventions officielles, etc.).

1.3. By
renting one or more accommodation units from the Agency’s offer the
client enters a legal relationship with the Agency, and confirms that
he/she accepts these General Terms And Conditions of Providing
Accommodation Services (ci-après dénommée “General Terms and
Conditions”). All the details stated in the offer represent a legal
obligation of the client as well as the Agency. The General Terms and
Conditions represent the basis for the settlement of any possible
dispute that may arise between the client and the Agency. The client is
therefore strongly advised to carefully read the General Terms and
Conditions prior to any advance payment.

2. OFFRE DE CONTENU

2.1. le
Agency provides services of private and hotel accommodation and
accommodation in lighthouses.

2.2. Types
and codes of accommodation units from the Agency’s private accommodation
offer:

A – a self-contained accommodation unit which consists of one or more
rooms, sa propre cuisine, et au moins une salle de bains. There can be one or
more accommodation units in the house: appartement, studio ou chambre. There
is usually one self-contained part of the building where the owners or
the owner’s family live.

AS - Studio, il est une auto-contenue, petite unité d'hébergement, which in
majority of cases combines living room, bedroom and kitchen into a
single room or the sleeping facilities are situated on the gallery. Un
studio can also be an accommodation unit with sleeping facilities in a
separate room which is not separated from the rest of the unit by a
door. Un studio a sa propre salle de bain. There can be one or more
accommodation units in the house: appartement, studio ou chambre. There is
usually one self-contained part of the building where the owners or the
owner’s family live.

S - Salle, une unité d'hébergement avec couchage. It usually has
its own bathroom, but it can sometimes share the bathroom with other
rooms. Dans certaines propriétés de vacances, the rooms have the possibility of
using shared cooking facilities, qui est principalement chargée en outre.
habituellement, il est impossible de préparer son repas de l'un, but in such cases
mostly exists the option of surcharge for breakfast, half board or full
board. Il y a au moins une autre unité d'hébergement dans la maison:
appartement, studio ou chambre. There is usually one self-contained part of
the building where the owners or the owner’s family live.

K - maison, une unité d'hébergement englobant l'ensemble de la propriété. Il
includes one or more rooms, un salon, kitchen and at least one
salle de bains. Il n'y a ni d'autres clients, ni les propriétaires de la maison.

2.3. le
lower case letter next to the numbers in the code of an accommodation
unit means that the property contains several accommodation units
regardless of the fact whether the units are included in the Agency’s
offer or the owners live there. Par exemple, A-4+1 no.1means that there
are at least two more apartments in the same house (apartments ‘1’ et
‘2’).

2.4. le
numbers in brackets indicate the capacity of the accommodation unit,
c'est à dire. l'attribution des lits. The number on the left indicates the
number of basic beds and the number on the right the number of extra
lits. For example the code A-4+2 no.3(4+2) signifie que l'appartement 'c’
in the house has 4 de base et 2 des lits d'appoint.

2.5. One
room can contain maximum 2 lits de base. All other beds in that room are
considered as extra beds. Tous les lits situés dans la cuisine, dining room
or living room are also considered as extra beds. The extra beds in the
accommodation units from the Agency’s offer are usually standard beds,
moins souvent un canapé-lit, et très rarement des lits pliants. The position and the
type of extra beds can be seen in the photos and in the ground plan of
the selected unit.

2.6. Dans
certain accommodation units, un ou plusieurs enfants de moins de 12 years can be
accommodated over the advertised capacity. The service is available in
units which offer as an additional service children’s beds (beds with
length and width smaller than the standard beds).

2.7. le
kitchen of the accommodation unit can have standard equipment or can be
a kitchenette. L'équipement de cuisine standard comprend un réfrigérateur, une
sink, a stove with a minimum of two burners/hotplates and a working
surface with a minimum of 20 cm de largeur. A kitchenette is equipped with
at least a refrigerator and a sink and can be used to cook or at least
to heat up food (poêle, plaque chauffante ou four micro-ondes). Warm water must
not be available in the accommodation unit’s kitchen.

2.8. In case
the Agency does not possess photographies of a certain room in the
accommodation unit, cette pièce est présentée sur le site par une icône. That
kind of presentation is for illustration purposes only and does not
present an actual state..

3. ENVOI UNE ENQUETE

3.1. If the
client is unable to book on his own an accommodation that meets his
requirements the most, le client peut communiquer avec l'Agence pour l'assistance.
Les demandes sont envoyées par courrier (info@coala-travel.com) or by filling out
the contact formon the
Agency’s web site. Each enquiry must contain specific information based
on which the Agency will create an offer (au moins période de vacances,
nombre de personnes, leur age, preferred destination and any other special
requirements and requests of the client). Si nécessaire, the client can
also contact the Agency by phone but the final enquiry must be sent in
written form.

3.2. Once
the client defines the desired service, he will create the official
booking request.

4. CREATION DE DEMANDE DE RÉSERVATION

4.1. le
booking request is done by filling in a simple form available on the
Agency’s web site. During the application process the client has to
provide all the information required from him in the booking form.

4.2. When
sending the booking request, Le compte utilisateur du client est également créé.

4.3. le
booking request can not be created without the client’s confirmation
that he has previously read the General Terms and Conditions and that he
has accepted them.

4.4. After
receiving the booking request, the Agency will inform the client by
email about the successful creation of the booking request.

5. POLITIQUE DE CONFIDENTIALITÉ

5.1. le
client voluntarily supplies his/her personal information. The client’s
personal information are necessary in the realization process of the
requested service and they will be used for further communication with
the client. The Agency undertakes to not carry out from company and to
not provide to a third party the client’s private information, except
for the purpose of realization of the booking. The client allows the
Agency to use his/her personal information for the purpose of marketing.
The Agency is using the client’s personal information according to the
published terms of the Agency’s Privacy Policy.

6. PAIEMENT

6.1. le
payment for the booking can be made by bank transfer or by credit card.
The clients who are required to have a visa for entering the Republic of
Croatie, ne peut pas réaliser le paiement par carte de crédit.

6.2. When
paying by credit card, the payer’s account will be charged by the amount
from the proforma invoice in kuna currency equivalent, calculated
according to the Agency’s business bank’s exchange rate. There is the
possibility of a minimun exchange rate difference, which will be charged
from the client’s account.

6.3. Dans
order to firmly confirm the created booking request, the client has to
pay the advance according to the issued proforma invoice.

6.4. le
remaining amount up to the total amount of the booking can be paid by
the client in the following ways: :

  • in cash, directement au fournisseur de service le jour de l'arrivée,,
  • by credit card or by bank transfer to the Agency’s account, at least
    one month prior to the arrival.

6.5. Dans
specific cases (par exemple, when the total booking amount does not
exceed 300 Euros or the client is a person required to have a visa for
entering the Republic of Croatia) il est nécessaire de payer 100 % of the
booking amount when confirming the booking.

6.6. If the
client is obliged to pay the total amount of the booking to the Agency
(in cases when it is not possible to pay the remaining amount directly
le prestataire de services, as well as bookings of hotel and lighthouse
accommodation) et il y a moins de 30 days left till the arrival
date, le client est obligé de payer 100% of total booking amount when
confirming the booking.

6.7. le
client will be informed of the exact amount and the payment method of
the advance when sending the proforma invoice.

6.8. If the
client decides to pay the requested amount by bank transfer, he is
obliged to forward to the Agency the copy of the bank transfer
immediately upon realization of the payment.

6.9. le
Agency is not responsible for the availability of services confirmed
after expiration of the option time limit assigned for the booking
confirmation.

6.10. If the
paid amount does not arrive on the Agency’s bank account prior to the
client’s departure on vacation, the client is obliged to send the Agency
the confirmation of the completed bank transaction (RAPIDE). In case the
client wishes to avoid additional bank costs related for issuing the
SWIFT confirmation, he is able to send a filled out and signed payment
confirmation with the attached copy of the client’s ID card or passport.
Dès réception de la déclaration, the Agency will send the voucher to the
client.

6.11. By
realizing the payment for the booking, the client certifies that he/she
is completely familiarized with all the details and conditions under
which the particular accommodation unit is offered. By realizing the
payment, tout indiqué dans ces Conditions Générales,
devient une obligation légale du client et de l'Agence. all the
conditions and terms specified in this contract become legal obligation
of both the client and the Agency.

7. CONTENU ET PRIX DES SERVICES ACHETÉS

7.1. le
prices advertised on the Agency’s website vary depending on the
accommodation facility. The prices are specified for each accommodation
unit. Les prix sont indiqués en euros (€). The equivalent value in Kuna of
the paid services will be stated on the invoice. The advertised prices
for accommodation in hotel and in lighthouse include only those services
which are described in the chosen accommodation unit offer. le
advertised prices for the private accommodation include: daily rental of
the accommodation units, draps de lit, kitchen equipped with the necessary
dishes and cutlery (except when the accommodation unit booked is a room
without the use of kitchen) gaz, les frais d'eau et d'électricité (except
for ‘Robinson Crusoe style’ type d'hébergement).

7.2. Additional
services are services that are provided in the accommodation unit but
are not included in the rental price (comme l'utilisation de la climatisation,
animaux apportés, les services alimentaires, utilisation de machine à laver, location de bateaux, berth
place for the boat, etc.). The client pays for them additionally and
only if he/she uses those services. If the Agency is in the possession
of the price list for additional services, it will be advertised on the
Agency’s website. Most of the additional services the client must pay
directly to the service provider, while some of them will be paid when
confirming the booking.

7.3. While
most services are optional, il y a des services obligatoires (e.g.
transport spécial à l'établissement d'hébergement en bateau, etc.)
which are paid by the client on the spot directly to the service
provider.

7.4. Considering
the fact that the availability of the accommodation may depend on
additional services (tels que les services alimentaires, animaux domestiques, the use of additional
lits, etc.), and since the additional services may not always be
available (e.g. location de bateaux, l'utilisation de l'Internet, berth place for
boats, etc.), the client is obliged to report all desired additional
services when creating the booking request.

7.5. In some
rare cases the client will have to pay before starting to use the rented
accommodation a cash deposit directly to the service provider. This
deposit is a guarantee for the service provider that the client will not
cause any damages to the accommodation unit or its contents. On the day
of departure the entire deposit amount will be refunded to the client,
mais seulement après que le fournisseur de services a préalablement déterminé, that the
client has left the rented accommodation in the same condition in which
he has found it at the check-in.

7.6. le
client will be informed about all the mandatory surcharges, the exact
prices of the desired services and possible cash deposits, as well as
their payment methods, lors de l'envoi de la facture proforma.

7.7. le
Agency reserves the right to change the prices specified on the Agency’s
until the moment the proforma invoice is sent to the client. By sending
the proforma invoice, the Agency guarantees that the booked
accommodation is available according to the price calculated in the
proforma invoice.

7.8. In case
the service provider, c'est à dire. l'agence, reduces the price of the
accommodation unit after the client has confirmed the booking, the
client is not entitled to the new, Prix ​​inférieur.

7.9. All the
prices advertised on the Agency’s website refer to a stay in the
accommodation unit longer than four nights. Pour un séjour de 4 days or
less, les prix augmentent selon les pourcentages suivants:

  • Four nights – les prix sont majorés de 20,00%.
  • Three nights – les prix sont majorés de 30,00%.
  • Two nights – les prix sont majorés de 40,00%.
  • One night – les prix sont majorés de 50,00%.

8. SERVICE CATÉGORISATION ET DESCRIPTION

8.1. le
offered accommodation units are described according to the official
categorization of the local tourist board at the time of the work permit
issuance, and according to the current conditions of the accommodation
unit found upon during the Agency’s personnel visit in the property when
the accommodation unit was registered in our offer.

8.2. le
standards of accommodation, food and other services of different places
and countries vary and are not suitable for comparison. The information
the client receives directly from the Agency’s personnel does not oblige
the Agency more than the information published on the Agency’s website.

8.3. le
allocation of rooms/apartments in hotels is determined by the hotel
reception. If the client did not specifically agreed upon a
room/apartment with special features, the client will accept any
room/apartment allocated to him/her in accordance with the voucher.

8.4. le
Agency guarantees that the service provider will make sure that the
kitchen in every accommodation unit is equipped with corresponding
dishes and cutlery required for the number of the people staying in the
unit. Upon client’s arrival accommodation unit must be clean and tidy
with clean bed linen. Bed linen are being changed on weekly basis for
clients staying longer than one week. The service provider is under no
obligation to provide towels to the client.

8.5. le
time of arrival at the accommodation unit is after 2:00 PM, and the time
of departure on the last day of the booking is no later than 10:00 UN M.
The previously specified rule helps avoiding that the clients from the
same accommodation unit meet when the dates of departure of the previous
clients and of arrival of the new clients are overlapping. 4 hours are
needed by the accommodation service provider for cleaning and preparing
the accommodation unit for the next clients.

8.6. le
keys are given to the client by the service provider personally at the
accommodation unit or at the check-in address if it varies from the
address of the property.

9. DROIT DE L'AGENCE DE MODIFICATIONS ET ANNULATION

9.1. le
Agency is entitled to suggest the change of a booked accommodation or
cancel it completely or partially, if unexpected circumstances which
cannot be avoided or removed and are related strictly to the booked
accommodation (e.g. problèmes sanitaires, etc.) occur prior to or during
the vacation period. If these circumstances occurred at the time of
advertising and selling the accommodation arrangement, the Agency would
have considered them a legitimate reason not to advertise the offer and
consequently not to accept booking confirmations for those accommodation
units.

9.2. If the
Agency is in position to offer the client an alternative accommodation,
the change of the booked accommodation can be made only with the
client’s approval. If the alternative accommodation unit price is lower
than that of the cancelled one, the Agency undertakes to refund the
price difference to the client and to bear in that case the bank
charges. If the alternative accommodation unit price is higher than the
cancelled one’s, the Agency is entitled to charge the client for the
price difference.

9.3. le
Agency is obliged to inform all the clients who have confirmed their
arrival by paying the advance of any changes of the booking or
cancellation, immediately upon the occurrence of the unexpected
circumstances. If the Agency is not able to find an alternative
accommodation, it is obliged to refund the amount paid for the booking
to the client and the Agency will bear for that the bank charges. Dans
case of refund of the paid amount, the client is not entitled to claim
the compensation of any other additional costs related to his booking.

9.4. This
provision applies only if the unexpected circumstances are not caused by
a case of force majeure, and only if they strictly concern the booked
accommodation. If the change or the cancellation of the booking is due
to a case of force majeure, les dispositions de l'art. 15, pour. 1 of the
General Terms and Conditions are applied.

10. DROIT DU CLIENT POUR CHANGÉ ET ANNULATION

10.1. le
client can change an already confirmed booking only if the change is
accepted by the service provider. Les modifications peuvent inclure: change of the
holder of booking, dates réservées, nombre de personne, âge des personnes, type
of basic or extra services booked and payment process. The request for a
change of the booking must be submitted in written form (par courriel, fax
or by mail). The client agrees to pay for the specified changes a flat
amount which is charged per change (par nouveau calcul) and depends on
the date when the Agency received the written request for change of
booking parameters:

  • for a change requested by the client 21 or more days prior to the
    start of the booked service use, the Agency charges an
    administrative fee of 30,00 €,
  • for a change requested by the client 20 or less days prior to the
    start of the booked service use, the Agency charges an
    administrative fee of 45,00 €.

10.2. After
the start of the booked service a change of the parameters is not
possible.

10.3. If the
period is one of the changed booking parameters, the period of the new
booking has to be in the same season like to original one, otherwise the
requested change is considered as booking cancellation and cancellation
fees will be charged according the para. 10.7.

10.4. Dans
case that after an already confirmed and agreed modification, the client
requests a new modification of the booking, the new modification will be
again charged in accordance to the fees specified above, even if the new
parameters are identical to the originally confirmed booking.

10.5. If the
service provider does not accept an agreement on a possible change of
the booking parameters, c'est à dire. that the paid advance is assigned to a new
calculation, the requested change of booking is considered as booking
cancellation and cancellation fees will be charged according the para.
10.7.

10.6. Un
cancellation of the booked accommodation must be done by the client in
written form (par courriel, fax ou par courrier).

10.7. le
date when the Agency received the written cancellation notification
represents the basis for the calculation of the cancellation costs in
the following way:

  • For a cancellation occurring up to 29 days before the start of using
    the service booked, les frais d'agence 30 % of the total price of
    the accommodation booked on behalf of handling and administrative
    charges. The rest of the amount will be refunded to the client at
    the expense of the payee.
  • For a cancellation occurring from 28 à 22 days before the start of
    using the service booked, les frais d'agence 40 % of the total price
    of the accommodation booked (je. et. 50% of the total price of the
    booked accommodation in lighthouse). The rest of the amount will be
    refunded to the client at the expense of the payee.
  • For a cancellation occurring from 21 à 15 days before the start of
    using the service booked, les frais d'agence 60 % of the total price
    of the accommodation booked. The rest of the amount will be refunded
    to the client at the expense of the payee.
  • For a cancellation occurring from 14 à 8 days before the start of
    using the service booked the Agency charges 80 % of the total price
    of the accommodation booked (je. et. 100% of the total price of the
    booked accommodation in lighthouse). The rest of the amount will be
    refunded to the client at the expense of the payee.
  • For a cancellation occurring from 7 à 0 days before the start of
    using the booked service the Agency charges 100 % of the total price
    of the accommodation booked.
  • If the client does not show up at the destination or cancels the
    booked services after the beginning of service use, the client is
    not entitled to a refund of the paid amount (including the amount
    paid by the client directly to the service provider).

10.8. If the
client does not arrive at the booked accommodation until 08:00 PM on the
day of the booked service start, while he has not informed the Agency
nor the service provider of his possible delay, the booking will be
considered as cancelled on the day of arrival. In such case the
cancellation costs will be charged according ot the above scale. le
client has no right to complain and loses the paid amount, in case the
service provider accepted in the meantime other clients.

10.9. If the
client, sur l'annulation des unités de logement réservées, finds a new user
for the same booking, the Agency charges only the costs caused by the
change if the booking parameters.

10.10. le
change of the booked accommodation unit with another one (of a different
service provider) est considéré comme une annulation de réservation. In that case
the client will be charged cancellation fees according the scale shown
above and any possible difference in price will be transferred to the
client’s new booking. The Agency will offer the client for the new
booking a special discount of 10% du montant de la réservation annulée.

10.11. If
the client cancels an accommodation booked with one or more approved
discounts, the discounts will not be considered in the calculation of
the cancellation costs, and the cancellation fees will be charged for
the full amount of the booking.

10.12. If
the client booked more accommodation units in one request, and he/she
does not wish to cancel all booked accommodation units (partial
cancellation of booking), the cancellation costs for the canceled
accommodation units will be charged according to the scale shown above,
and the possible difference between the total amount of the advance
payment and the cancellation costs for the cancelled accommodation
units, will be considered as an advance payment for the rest of the
accommodation units.

10.13. If
the actual costs are higher than previously presented, l'agence
reserves the right of charging all the actual costs.

10.14. If
the booking is cancelled due to death of the client (the holder of the
booking) ou d'un membre de son / sa famille immédiate, the Agency will
charge only the minimum cancellation fee (30%). This provision is
applied if the booking is cancelled due to the death of any member of
the group or a member of his/her immediate family (époux, frère,
sœur, parent ou enfant), but only in case the Agency possessed the
information that this person was registered previously as a group
member.

10.15. le
client must provide the Agency with a death certificate, and if
necessary with a confirmation of family relationship between the
deceased and the client, c'est à dire. le membre du groupe.

10.16. If
the cancellation is due to any other reason, the cancellation will
always be solved with the mandatory charging of cancellation fees
according to the scale shown above.

10.17. le
Agency provides the client with a calculation of the cancellation fees
in written form. Le remboursement du montant que le client est en droit de,
sera réalisée au sein de 5 working days of determining the precise amount
of the refund, under the condition that the Agency possesses the
client’s data necessary to carry out the money refund.

11. OBLIGATIONS DE L'AGENCE

11.1. le
Agency is responsible for the execution of the services and selection of
the service providers. The Agency must also concern over the rights and
interests of the client in accordance with the good practice in tourism.

11.2. le
Agency is responsible to assure that the client receives all the
services he/she has booked, and is therefore liable to the client for a
possible non-provision of the booked services or a part of the services
the client paid for.

12. OBLIGATIONS DU CLIENT

12.1. le
client is obliged:

  • to possess valid travel documents for each person (including travel
    documents for children and documents required for pets). The costs
    of loss or theft of these documents during the journey are borne by
    the client;
  • to obey with the customs and currency regulations and laws of the
    Republic of Croatia as well as with those of the transit countries
    during the journey;
  • to check whether he/she needs a visa to enter the Republic of
    Croatia or the transit countries. The Agency does not provide
    services of obtaining visa, and reserves the right to charge the
    cancellation fees according to the para. 10.7. in case the client
    does no obtain the documents necessary to enter the Republic of
    Croatie;
  • to present the voucher with the clearly indicated number of persons
    and type of services to be provided, le prestataire de services, on the
    day of arrival at the booked accommodation unit;
  • to pay on the day of the arrival directly to the service provider
    the unsettled amount of the booking, the costs of additional
    services (s'il / elle les utilise) et le dépôt en espèces (if it is
    specified on the voucher), if the client did not pay them prior to
    arrivée;
  • to arrive at the accommodation unit in the exact number and
    composition of persons that the Agency was previously notified of.
    If more people arrive at the accommodation unit than the number
    stated in the voucher, ou si la composition du groupe est différent, the
    service provider can refuse to provide accommodation service to the
    unannounced people or can request a surcharge for them;
  • to notify the Agency of bringing any pets in order to obtain
    previously the consent of the service provider. The service provider
    can refuse to provide the accommodation service to the client if
    he/she insists that unannounced pets also use the booked
    accommodation;
  • to notify the Agency of all the relevant facts that can affect the
    client’s stay in the booked accommodation unit (et. g. allergies and
    illness of the client, handicap physique du client, arriving
    by vehicle of non-standard size, besoin d'un lit de taille non standard,
    conditions de régime alimentaire spécial si le client choisit les services alimentaires, etc.);
  • to obey the House rules in the accommodation unit booked (Maison
    rules are available even on the Agency’s web site), and cooperate in
    good will with the service providers.

12.2. If the
client does not comply with these regulations, the client can be denied
of accommodation service provision and in this case the client is not
entitled to claim the compensation or the refund of the paid amount.

13. ASSURANCE

13.1. le
luggage will be transported by the client at the risk of the client,
donc il est recommandé d'assurer les bagages avec une compagnie d'assurance.

13.2. le
Agency does not hold any responsibility for loss or damage of luggage,
ni pour le vol des bagages de l'unité d'hébergement. The report of
lost, damaged or stolen luggage is made by the client to the
accommodation service provider and to the nearest police station.

13.3. À
avoid losing the paid amount in case of booking cancellation, the client
is advised by the Agency to purchase when booking also the cancellation
insurance offered by the Agency.

13.4. le
purchase of the Agency’s cancellation insurance is possible only for
leased services of private accommodation. By purchasing the cancellation
insurance the client is entitled to claim without explanation the refund
of the amount paid for the booking reduced by the amount of the
insurance fee. The insurance fee varies depending on the validity date
of the insurance, comme indiqué ci-dessous:

  • Jusqu'à 29 jours avant le début de la période réservée, the
    insurance fee amounts 3,90 %.
  • Jusqu'à 22 jours avant le début de la période réservée, the
    insurance fee amounts 5,90 %.
  • Jusqu'à 15 jours avant le début de la période réservée, the
    insurance fee amounts 7,90 %.
  • Jusqu'à 8 jours avant le début de la période réservée, the
    insurance fee amounts 9,90 %.

13.5. If the
client purchased cancellation insurance and upon booking cancellation
the Agency returned him the paid amount reduced by the insurance fee,
lors de la prochaine réservation des services d'hébergement privés (with a
different service provider), for which the client wants to pay the
insurance as well, he/she has to choose an insurance at least one
category higher than the one purchased for the cancelled booking.

13.6. le
cancellation insurance cannot be purchased in the week prior to the
beginning of the booked period. This service is not mandatory and it can
be purchased only prior to the advance payment (confirmation de réservation).
Subsequent additional payment of the cancellation insurance is not
possible. The cancellation insurance is not available to clients who
need a visa for entering the Republic of Croatia.

14. PLAINTES

14.1. le
client is entitled to complain only in case of incorrect photographs
published, c'est à dire. inaccurately presented information regarding the booked
accommodation unit, except the situation when the current condition of
the accommodation unit is to the benefit of the client. The client can
also complain about cleanliness and filthiness of the booked
accommodation unit as well as the inappropriate behavior of the service
provider.

14.2. le
Agency is not liable for non-realization of services that were not
booked by the client prior to his/her arrival at the accommodation unit.

14.3. le
Agency is not liable for the working hours of shops and restaurants near
the property. Information on their distance from the property is only
for orientation purposes and cannot be a reason for complaint.

14.4. le
client is not entitled to complain about information advertised on the
the Agency’s website that went unnoticed by the client, or about any
facts that he/she was warned about by the the Agency’s personnel.

14.5. le
client is not entitled to complain on any other grounds, especially
he/she has not the right to complain about bad weather conditions, the
configuration and the cleanliness of the beach, the cleanliness and
equipment of the destination, the cleanliness and the temperature of the
sea, and about any other similar situations or events that may cause the
client’s dissatisfaction, and are not directly related to the quality of
the booked accommodation unit (e.g. problème d'approvisionnement en eau locale, sewage
problem, foules, vol ou de dommages aux biens personnels, etc.).

14.6. le
complaint can be submitted on the day of arrival at the accommodation
unit only. Exceptionnellement, in case the problem could not be observed on
the arrival day or it has occurred during the stay, the client can
submit the complaint even later, but immediately upon establishing the
existence of the problem. All complaints submitted following the
deadline will be rejected as unfounded.

14.7. le
complaint must be submitted by phone, email, SMS ou fax. The complaint
cannot be submitted by leaving a message on the answering machine.

14.8. le
Agency is able to receive the client’s complaints every day (including
Saturday, Dimanche et jours fériés) à partir de 8 AM à 10 PM en haute saison
(1.5 – 31.8) et de 8 AM à 8 PM during working days in the remaining
part of the year. If the client does not have the possibility to submit
the complaint by e-mail, SMS or fax and does not have an own mobile
phone, the client is advised to contact the Agency by telephone of the
service provider. If the contact cannot be established because all the
lines were busy or there was no answer to the call, the client must
retry the call, because any complaint submitted out the stated deadlines
ne seront pas pris en considération.

14.9. le
Agency stores the audio record of the received complaint, as well as the
audio record of all further communication between the client and the
Agency related to the resolution of the complaint.By accepting these
Conditions Générales, the client confirms that he is
familiarized with the fact that the audio record of every phone call
with the Agency is stored, and that he accepts that the audio records
will serve as a material of proof in a possible trial.

14.10. Once
the Agency receives the client’s complaint it will immediately undertake
all the necessary action to resolve the complaint. After the Agency
verifies all the circumstances of the complaint (first by contacting the
service provider), the Agency undertakes determine the validity of
complaint within the next two hours. If the Agency does not react within
the period stated above (2 heures), the client gains the right to leave
the accommodation unit and the Agency is obliged to refund the paid
amount to the client, et les frais bancaires seront supportés par l'Agence.

14.11. If
the complaint is considered valid by the Agency, une période supplémentaire de
6 hours is granted the Agency for resolving the complaint by solving the
reason of the complaint. Le temps entre 10 PM et 8 AM is not included
in the defined deadlines. The client is obliged to cooperate in good
will with the Agency’s representative and the service provider in order
to resolve the cause of complaint.

14.12. Any
justified complaint is resolved by solving the reported shortfalls or by
reducing the amount of the booked service. The acceptance of the
discount is considered as resolution of the reported shortfalls. If the
justified causes of the complaint cannot be resolved, l'agence
undertakes to find an alternative accommodation for the client. If the
service provider is not able to resolve the reported shortfalls and the
Agency is not able to offer alternative accommodation, the Agency will
refund on its own expenses the paid amount.

14.13. le
highest paid compensation per complaint can not be higher than the
amount paid. If the client submits the complaint after beginning to use
the booked services, the highest paid compensation can not be higher
than the amount of the unused part of the services.

14.14. le
client is not entitled to claim compensation of material or non-material
damages (tels que les frais bancaires pour le transfert d'argent, factures de téléphone,
les frais d'essence supplémentaires, perte de temps, stress, dommages psychologiques,
etc.) .

14.15. le
criteria for comparison of the booked accommodation unit and the
alternative accommodation unit are the location and the price advertised
on the Agency’s website. If the accommodation unit which is subject of
the complaint is located on mainland, the Agency is obliged to offer the
client an alternative accommodation on the same Riviera or the
neighboring Riviera. If the accommodation unit which is subject of the
complaint is located on an island, the Agency is obliged to offer to the
client an alternative accommodation on the same island. As comparison
price will be considered the same price, ou inférieur / supérieur à 15 % de
the original accommodation unit. If the Agency offers alternative
accommodation of lower price than the booked one, the client is entitled
to the refund of the price difference. If the alternative accommodation
price is higher than the booked accommodation price, the price
difference will be borne by the Agency.

14.16. If
the client does not accept an alternative accommodation comparable to
the one which is subject of the complaint (of equivalent location and
prix), the Agency will not take into consideration any complaint
subsequently submitted. En acceptant le logement alternatif, the
client waives all rights to claim a refund of the amount paid for the
booked accommodation unit..

14.17. If
the Agency does not resolve the client’s complaint and does not provide
any alternative accommodation within the given period (6 heures), the
client gains the right to leave the booked accommodation unit. le
Agency is then obliged to refund the paid amount to the client and will
bear the bank charges.

14.18. If
the Agency determines that the complaint is not valid, it will not
undertake any actions to resolve the complaint. The client has the
possibility to accept such a decision and remain in the booked
accommodation unit on the previously defined terms and conditions, or
request an alternative accommodation from the Agency, for which the
client is obliged to pay the full amount of the accommodation directly
to the new service provider.

14.19. If
the Agency is not able to decide on the spot regarding the justification
of the complaint, the Agency is obliged to offer to the client an
alternative accommodation. L'Agence accorde au client 10% remise
from the price of the alternative accommodation offered. The client is
obliged to pay to the new service provider the full calculated price of
the alternative offer.

14.20. If
the client does not accept the Agency’s decision and decides to
subsequently claim the paid amount, he/she is not allowed to stay in the
accommodation which is subject of the complaint. By deciding to remain
in the booked accommodation, the client waives in advance the right to
the possibility of claiming the refund of the paid amount.

14.21. If
the client is not satisfied with the state of the provided service,
leaves the accommodation unit and finds an alternative accommodation on
his/her initiative, by that does not give the Agency the chance to solve
the cause of the complaint in the agreed time limit of eight hours, the
client is not entitled to a refund of the amount paid or to suit for
compensation, regardless whether his/her reasons for the complaint are
justified or not.

14.22. le
client is obliged to submit the complaint in written form (par courriel,
fax ou courrier) within maximum seven days from the end of the booked period
of the services which are subject of the complaint. The Agency is
obliged to confirm in written form, sans délai, the receipt of the
complaint to the client. The complaint submitted after the deadline or
with incomplete documentation (photographies, information from other
reliable source, etc.) ne seront pas pris en considération.

14.23. le
Agency is obliged to issue a written answer to the duly submitted
complaint within seven days after the complaint was received. The Agency
has the right to extend this period for another 14 additional days due
to gathering information and to verify the complaint details with the
service provider.

14.24. Jusqu'à
the Agency presents the solution, the client waives the right to use the
mediation services of another person, UHPA arbitrage, court or to give
out information to the media. If the client does not comply with this
provision and thus breaches the procedure, the Agency reserves the right
to claim compensation of damages caused by such an action undertake by
the client, quels que soient les motifs de la plainte.

15. PROVISIONS FINALES

15.1. le
Agency is not responsible in any way for changes or non-provision of the
service due to a case of force majeure in the client’s country or in the
country where the service is should be provided (guerre, émeutes, grèves,
Attaques terroristes, catastrophes naturelles, interventions officielles,
etc.), which results in preventing the client to stay in the booked
accommodation unit. In such cases the client is not entitled to a
reimbursement of the paid amount. This amount can also not be used as an
advance payment for an alternative accommodation unit that the client
would like to book at another destination or in a different period, but
the provisions of booking cancellation apply (conformément à l'Art. 10 de
the General Terms and Conditions).

15.2. le
contracting parties agree that the Agency has the right to increase the
price before the beginning of using the accommodation service, in case
that after the booking confirmation the currency exchange rate has
increased more than 5 % or in case of the increase of other expenses
which affect the price of the service, of which the Agency did not know
and could not have known. The client reserves the right to cancel the
booking if the increase of the agreed price is more than 10 %. In that
case the client is entitled to the refund of the amount paid until that
time, mais n'a pas droit à une indemnisation complémentaire. The money will
be refund to the client’s bank account, the bank charges being borne by
l'agence.

16. COMPÉTENCE DE LA COUR

16.1. le
parties will attempt to settle any dispute agreeably. If the parties
cannot agree to settle the dispute, they accept that the dispute will be
settled by the competent court in Split.

16.2. Everything
not specified in these General Terms and Conditions, is subject to the
laws in force of the Republic of Croatia.

16.3. Dans
case that for any reason the translation of a specified article is
discredited, the Agency confirms that it will interpret the article
according to the translation of an official court interpreter for the
client’s language.

 

In Okrug Gornji, 01.12.2014