Terms and Conditions

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General provisions


These General Terms and Conditions for providing tourist services are an integral part of the Contract – Voucher between the travel agency PERMANSIO TOURS, Permansio d.o.o. za usluge i turistička agencija, Selčinska 15, Sesvete 10360, Zagreb (hereinafter: us, we, our, Agency) and the travel contractor (hereinafter: Guest, you, passenger, traveler). All information and conditions in the program and in these General Terms are binding for both us and the Guest unless otherwise is determined by the Contract. By confirming and paying a reservation, you are confirming that you fully accept these General terms.

* You should read these terms and conditions carefully.

Content of the offer


Price of the package (if isn’t in a travel program otherwise stated) includes: transportation services, required entrance fees, catering services and travel organization. If stated in travel program, the price may also include traveler’s airport fees and expert and local leadership. The price of the arrangement does not include (unless otherwise agreed): optional excursions and visits, possible expenses obtaining and issuing visas, tickets for facilities who are visiting, accommodation while on tour.

All types of special services (single room, special diet, etc.) the traveler pays by himself and is obligated to emphasize them when booking a trip. The prices of the arrangement were published in kuna and calculated are according to the prices of services in the reference currencies at a commercial bank's exchange rate on a specific day. Agency may, no later than 20 days before the start of the journey, require an increase in the contracted price if it is after the conclusion of the contract resulted in currency changes courses or changes in carrier fees or hotelier, including increased fuel costs or increase in fees only in writing. The passenger is obligated to accept the increase of the contract prices up to 10%. If there is an increase contracted price in the amount of more than 10% passenger has the right to give up the arrangement, but that is the case in writing to the Agency within the deadline of 2 days after the notification has been received. In case of withdrawal from the arrangement the passenger is not entitled to compensation damage. If the passenger gives up their abandonment the agency in writing within this period, it is considered to be agreed with price change. In case of air tickets and airline fees are the subject available to change until the day of issuing of airline tickets. In the case of increase the aviation fees, the passenger is obligated bear the cost of the difference in price.

We ensure the service according to information published and validated on the day of the reservation, and according to the description and travel period confirmed in the reservation. We guarantee ditto except in case of force majeure or exceptional circumstances that cannot be foreseen or prevented. Under force majeure and exceptional circumstances, we understand: death, sudden sickness or accident with severe physical injury of a Guest or his/her close family member; war; strike; terrorist actions; natural disasters; limitations issued by authorities and delays of all transport means. We are not obliged to offer services which are not in accordance with this General Terms.

Special offers


In the case of poor sale of arrangements, the agency retains right to lower prices and apply special marketing actions for easier selling of the arrangements. Passengers who have paid the arrangement by full prices do not have the right to refund the price difference of arrangements.

Categorization and description of the service


Offered accommodation facilities within the program are described according to the official categorization of the subject of country valid at the time the program is issued. Nutrition, comfort as well as other services offered by hotels/apartments are under the supervision of local tourist management, and the standards of accommodation and services are various and are not comparable. Agency isn’t responsible for oral or written information that is not in accordance with the services description and facilities in published programs, obtained by a third party. If the traveler uses a triple or four-bed room at the hotel, the hotelier usually provides a double room with auxiliary bed. Auxiliary (additional) beds quality depends entirely on the hotel. Agency neither in which case does not bear responsibility for quality of the additional bed, and possibly passenger dissatisfaction caused from these reasons, and cannot be object of objection.

Accommodation in rooms / apartments


The arrangement of the rooms / suites determines the reception in place of stay. If the traveler has not explicitly agreed room / apartment of special shape, he will accept any officially registered accommodation unit in particular object described in catalog and price list. If possible, organizer will try to fulfill the passenger's request (comfort, room orientation, floor, etc.) but can’t guaranteeing the fulfillment of such an application. Accommodation in the room is most often not possible before 14 hours on the day of arrival, and it is most commonly used they must leave for up to 10 hours on the day of departure from hotel. Arrivals after 20 hours must be announced in advance, unless otherwise indicated. Stay pets are allowed in individual cases with an obligatory payment.

Reservations and payment


The reservation of our services can be made by telephone, online and by e-mail. You are obligated to provide all correct information required for the reservation procedure. By confirming a reservation, signing a contract, a voucher or a booking form, i.e. by dictating the credit card number using offline and online payment option you are confirming that you are fully aware of these General terms and that you accept them.

At the time of booking, you will be notified of the price of your holiday. You will be required at the time of booking to pay us a non-refundable deposit of 20% of the quoted holiday price, and the full holiday price of a booking should be made at least 30 days prior to departure (late booking). In certain circumstances (depending on the nature of the booking) we will require a non-refundable deposit in excess of the usual 50%.

Payment can be made in Croatia or from abroad using following methods:

  • Online credit card payment – Visa, MasterCard, Maestro, American Express
  • Cash payment in Croatia - Guests from Croatia can pay for their reservations directly to our account by money order.
  • Payment by bank transfer from abroad - Guests from abroad can pay for their reservations directly to our account by bank transfer.
  • *** bank transaction fees are paid by the guest.

If the traveler does not mention it accurate data, is responsible for all costs, or the consequences resulting from the wrong data. Also, eventual change of passenger name or date of travel, the traveler pays to the valid service prices and company policies.:

The our right to changes and cancellations


According to the ARTICLE 2 of these General Terms we reserve the right to make changes of reservations in case of exceptional circumstances which cannot be foreseen, avoided or eliminated. Depending on the reason for changes or cancellation of a reservation, we will inform you about incurred changes; and then first try to find appropriate alternative service at least with the same standard and with the same price that you already paid. If there is no appropriate alternative available, we will give you a full refund of paid amount.

In case of cancellation of the reservation from us, you do not have right to demand any indemnification of damage besides a full refund as stated above.

Our obligations


We are obligated to provide services, to take care about the services provided by its contractors and to select contractors according to your interest. We are obliged to take care of the execution of the services, as well as on the choice of service provider, paying attention to the good businessmen and look after your rights and passengers interests in accordance with good habits in tourism. We will fulfil obligations stated above, except in case of force majeure and exceptional circumstances (ARTICLE 2). If possible, we will offer a substitution solution in such cases. We are not obliged to provide services beyond these Terms. We are not responsible to possible errors in the press.

The guest’s right to changes and cancellations


If you wish to change or cancel the reservation, you must do so in writing (via e-mail, fax or mail). We will approve change only if it is possible. Change of reservation understands: change of number of Guests; change of consumer of service; change of accommodation, change of service and/or change of date of the service.

If there is a possibility of change of reservation without additional expenses, the change will be performed without extra charge. If change of reservation requires additional expenses, those expenses will be extra charged to you with a prior notice. In case, you do not accept extra charges caused by reservation change or if change of reservation is not possible, and you for that reason cancel the reservation, conditions for cancelled reservations will be applied as follows:

  • For reservation cancelled up to 60 days prior to the beginning date of the service we will charge 30% of the total amount of reservation
  • For reservation cancelled from 60 to 30 days prior to the beginning of the service we will charge 50 % of the total amount of reservation
  • For reservation cancelled from 30 to 20 days prior to the beginning of the service we will charge 70 % of the total amount of reservation
  • For reservation cancelled from 20 to 10 prior to the beginning of the service, we will charge 80 % of the total amount of reservation
  • For reservation cancelled from 10 to 0 prior to the beginning of the service, we will charge 100 % of the total amount of reservation

In case of cancellation for exceptional circumstances (ARTICLE 2, this Terms and Conditions) you are obliged to present written document issued by the authorized institution. We will check authenticity of the document and only if the document is authenticable, you will have right to full refund.

When reservation is paid by credit card, the refund will be given on the credit card as well. We are obligated to refund amount for cancelled reservation within 60 days of accepted written document issued by the authorized institution in case of exceptional circumstances. If the Guest who cancels a reserved and paid service finds a new customer for that service, we will charge only real additional expenses. New Guest accepts all obligations from these Terms and Conditions.

Guest’s obligations


The traveler is required to pay the costs of the arrangement in accordance with these terms. The traveler is required to have valid travel documents, to comply with the customs and foreign currency regulations of the country in which the destination is located, and the countries through which transit takes place. In case of the inability to continue the journey, due to the violation of the regulations by the passenger, all formed costs are borne by the offender himself. Upon arrival to the destination, the traveler is obligated to give for insight a document about the paid service-hotel voucher to the service provider.

The traveler is responsible for the damage caused to him, especially for the damage resulting from the violation of the contract and these General Conditions. Damage caused by the traveler, the traveler will take responsibility to the hotel reception immediately and/ or at second place specified by physical or legal person to whom the damage was caused. Passenger is providing personal data voluntarily. Passengers personal information are required in the process of realization required services. The same will be used for further interaction communication. Passenger personal information will be kept in a database, in accordance with the Management's decision on the method of collection, processing and storage of personal data.

According to the applicable law on the sojourn tax of the Republic of Croatia the traveler is obliged to pay the sojourn tax at the same time with payment of accommodation. Costs of eventual loss or theft of personal documents during travel are borne by the traveler. Representative or companion will help, but with the rest of the program is happening undisturbedly.

You are obligated to

  • have valid travel documentation
  • respect and abide by all customs and foreign exchange regulations as well as the laws and other regulations of the Republic of Croatia
  • enquire whether or not you need visa for the Republic of Croatia, and if so, you are obligated to pay expenses for it
  • abide by house rules of the accommodation units and cooperate with the service providers in a well-intentioned manner
  • upon arriving at the destination, present the service provider with the document proving that the service is payed. If you do not follow these regulations, you will be responsible for expenses or damage.

If you are coming with a pet, you are obligated to announce in advance number of pets eventually coming, type and size. Guests are obliged to have suitable transport equipment for their pets.

Setelment of complaints


We are not responsible for the damaged, lost or stolen luggage or any valuables kept in the accommodation. Lost or stolen luggage or valuables are to be reported to the service provider and the police.

You have a right on reclamation for paid services that are not preformed. If you are not satisfied with the service, you can submit complaint in writing or via e- mail.

Procedure of reclamation:

  • you are obligated to report complaint to the tour guide or service provider upon arrival
  • if the reason for reclamation occurred during a stay, you are obligated to report complaint upon occurrence
  • you are obligated to cooperate with the service provider and our tour guide with intention to eliminate causes of the reclamation
  • if you accept the proposed solution which corresponds with the service rendered on the spot, we are not obligated to take additional complaints into consideration
  • If the problem is not resolved on the spot following an intervention, you are obligated to submit a written complaint to us along with supporting documents as well as any photographs to support the complaint by e-mail: info@permansio.hr or via mail: PERMANSIO TOURS – Permansio d.o.o. za usluge i turistička agencija, Selčinka 15, Sesvete 10360, Zagreb, Hrvatska.

The highest amount of compensation per complaint can cover only the complaint portion of the service. If you do not reclaim the service on the spot, you cannot fulfil right for a refund. We and our suppliers reserve the right for reclamation if we think that any damage is done. By confirming reservation, you accept to pay any damage at the spot.

Security of your personal information


Your personal information is required for processing requested service. Your personal information given to us of your own free will, will be used for communication between you and us. We are under obligation that personal information will not be given to a third party except for the purpose of carrying out the requested service.

Insurance


In accordance with the Law of Provision of Tourism Services, employees agencies are obliged to offer a "package" travel insurance consisting of: health insurance when abroad, insurance from the consequences of an accident, insurance luggage, and travel cancellation insurance. If the traveler when applying for a trip is assumed that he ought to have due to unforeseen circumstances cancel your trip, in order to avoid costs the above mentioned abandonment then can to pay off the cancellation insurance.

Cancellation Insurance is charged when concluding a contract and it is not possible to pay later. The insurance premium is calculated depends on the value of the trip, according to the Insurance Company Price List. Unpredictable circumstance was created if there are any of the following cases: serious illness or death: insured user - the spouse of the insured, the child of the insured, parent or brother or sister of the insured or his / her spouse, adoptee or adoptive parent, elementary the disaster that has been proclaimed by the competent authorities, military service. In case of cancellation the arrangement does not return the amount of the premium paid for the cancellation. Also, when canceling the arrangement does not pays the cost of obtaining a visa, despite being a traveler has paid cancellation insurance. In case of travel cancellation, the traveler is obliged to pay for the agency the complete travel price according to the terms from item 7, and the insurance company will return the passenger 90% of the amount. Cancellation Policy must be contracted at the conclusion of the traveling contract. It is not possible later to conclude shelf after insurance for traveler's cancellation risk. The health insurance policy can be arranged until the day of arrival.

If the traveler does not have a paid cancellation insurance, and must cancel the trip because of the above unforeseen circumstances, the Agency reserves the right payments according to the traveler's cancellation policy travels. Other insurance terms are in addition to insurance policy. Travel costs do not include accident insurance and illness insurance travel, damage and loss luggage insurance as well as voluntary health insurance.

By signing the Travel Contract, of which they are an integral part and these terms are considered to be travelers offered and recommended additional insurance specified in the previous paragraph. In case of a traveler it requires these insurance, they can contract directly at one of the insurers or with agencies - brokers.

We strongly recommend that you come to your holiday fully insured and to make sure that all of the activities which you will be carrying out are covered by such insurance. This insurance must include emergency evacuation and repatriation costs in respect of all of your activities.

Traveling in the organization of other organizers/ turoperator


For all arrangements where the Agency is the main organizer these General Terms apply except where is a PERMANSIO TOURS agent and not a leader travel organizer. For such arrangements in the contract will be specified the responsible organizer and the general terms that are apply to this journey. The agency does not respond for the implementation of tourist arrangements of other organizers. By signing the contract the passenger in its entirety accepts the program and travel conditions.

Complaints


If the services from the program are incomplete or inadequate performed, the passenger may request proportionality compensation by filing a written objection. Procedure relating to the objection:

  • Right away, in the place, the traveler complains about inadequate service of the tourist escort or representative of the organizer, and if there is no, to the service provider. If the traveler does not submit a complaint in the above manner and consume it service, gives up the right to compensation. Passenger is obligated to cooperate with the tourist escort/ companion or a representative of the organizer and the service provider in good faith to remove the causes of the objection. If the traveler does not accept the offer to the complaint that corresponds to the paid service, the organizer will not recognize the subsequent traveler complain or respond to it.
  • If the cause of the complaint would not have been removed, the passenger with tourist companion or organizer's representative or with service provider compare a written confirmation of two copies signed by both of them. The passenger keeps one copy of this confirmation.
  • No later than 8 days after the return, the traveler submits a written note complaint at the place where he paid arrangement, and attach a written confirmation that it has signed by representative and contains any applicable bills for additional expenses. The organizer will receive in the procedure only fully documented complaints received within the specified 8-day period. The organizer is required to make a written decision to this objection within 14 days upon receipt. The organizer can postpone the deadline for collecting complaints information and verification of the quotation of complaint for a maximum of 14 days. The organizer will to solve only those complaints that cause couldn’t be resolved in the place of stay.

While the procedure of the decision lasts for a maximum of 30 days after the complaint has been made, the traveler is irrevocable waives the mediation of any other person, arbitration by UHPA-e or other institutions, as well as giving information in the media. Also, in this time the traveler gives up the right to sue. The highest amount of compensation the complaint can reach the amount of the complaint part of the service, and can not cover the already used services as well as the total amount of the arrangement. In all arrangements where the agency performs as the sales agent for the implementation is responsible agency- travel organizer. In case of conclusion contract by "unseen" traveler has no right to object to the accommodation. Traveler and agency resolve litigation by mutual agreement, in otherwise the court jurisdiction is court in Zagreb. Relevant law will be Croatian law.

Final provisions


These general conditions and instructions for tourist arrangements are integral are part of a contract that a traveler make with the Agency, with an authorized travel agency for whose trip the traveler has decided. Paying advance payment, the traveler fully accepts the program and the terms of the trip and this agreement is valid and without the sign of the passenger. This release the terms will come into force on April 19, 2018 and excludes all previous editions. By accepting the contract and by paying the advance payment, the traveler fully accepts the program and travel conditions.

Privacy protection


The traveler provides personal information voluntarily. Personal passenger data are needed in the process of realization contracted arrangements and will be used for further communication. The agency commits that personal information of the passenger will not be taken out of the country except for the purpose of realization contracted arrangements. An exception to giving personal third party data refers to contracting the travel insurance policy, or if the passenger concludes the insurance policy, then he will be his personal information will be sent forward to the insurance company. Personal Passenger data will be kept in the agency database. The traveler agrees that his personal data may be use for the purposes of marketing activities of the Agency.