GENERAL TERMS AND CONDITIONS OF SERVICE
The following General Terms define the conditions under which the contracting party/customer/client (hereinafter referred to as: Client) uses the services of Semper Cons d.o.o. represented by the director Duje Bilać (hereinafter: Travel Agency).
When accessing, using or obtaining any content or service through our web site, or through other way of communication, the Client assumes all the obligations arising from these terms and conditions.
For all services offered through our website, Travel agency acts as intermediary or The Organizer depending on previously addressed terms through official offer.
TERMS OF RESERVATION AND METHOD OF PAYMENT
When reviewing the contents or services through our web site (sempercons.com) the client has all relevant information regarding the selected service, and he is obligated to provide all the information required by the reservation process.
If the client is unable to book on his own an accommodation that meets his requirements the most, he client can contact the Agency for assistance. The enquiries are sent by mail (firstname.lastname@example.org). Each enquiry must contain specific information based on which the Agency will create an offer (at least period of vacation, number of people), preferred destination and any other special requirements and requests of the client). If necessary, the client can also contact the Agency by phone but the final enquiry must be sent in written form, which includes e-mail. After receiving the booking request, the Agency will inform the client by email about the successful creation of the booking request.
By accepting these conditions, the Client confirms that he is aware that there is no single model of payment for services offered. The payment model/s are specified for each and every individual service with which the Client will be informed during the correspondence with the Travel Agency.
Upon arrival, the Client is obliged to submit a payment confirmation for the paid service (the confirmation of reservation received via e-mail) if it is paid in full before the arrival.
The payment for the services provided by Semper Cons tourist agency can be made only by bank transfer on bank account which will be sent from Agency. Prices in Euros will be converted into Croatian Kuna according to the Croatian National Bank conversion rate on the day of payment.
PRICE AND COSTS OF SERVICE
Owners of certain vacation rentals have the right to require the calculation of surcharge for certain additional services, such as final cleaning, catering etc. Agency has the right to ask from You to pre-pay a security deposit that serves solely for the purpose of insuring the owner against any damage, unpaid additional services, etc., which you may have during your stay, but every single payment will be described in official Invoice, issued during the process of reservation.
Travel Agency and the vacation rental owner will inspect the accommodation unit. If possible, the inspection will be carried out before the Client leaves the property on the day of his departure to determine the condition of the accommodation unit, and in case of damage, determine and collect the fee. However, if this is not possible due to early/late departures of the Client, the inspection will be performed without the presence of the Client on the day of departure, and the Client shall be obliged to pay compensation for any damages no later than one week after departure.
If the damage determined exceeds the amount of the security deposit, the Client is responsible for the full cost of the damage.
By confirming the reservation, the Client agrees that the Client will pay compensation for any damages on the spot.
There are services which are offered that are not included in the basic price, but can be performed with the prior announcement to the Travel Agency, with additional payment to the service provider.
All prices are published in Euros and the Travel Agency reserves the right to change those prices. The Travel Agency guarantees for the price of accommodation unit specified when the reservation is created. In case the service provider, i.e. the Agency, reduces the price of the accommodation unit after the client has confirmed the booking, the client is not entitled to the new, lower price.
The prices stated in the Travel Agency’s offer are determined in accordance to the agreement between the Travel Agency and vacation rental owners and/or service providers. Those prices do not have to correspond to the prices published in which the Client is residing, and any difference in price can not be the subject of a complaint.
TRAVEL AGENCY AND CLIENT RIGHTS AND OBLIGATIONS
All services offered by the Travel Agency are advertised on the basis of the information received from the service provider and/or vacation rental owner, and it is the Travel Agency’s duty to provide the Client with all relevant information about the services published.
In cases where Semper Cons tourist agency acts as Intermediary, agency ensures client will be provided with all information about services. The Semper Cons agency is not responsible for the execution of the services and their terms and conditions.
In cases when it acts as an Organizer, the duty of the Travel Agency is the care for the implementation of reserved services, and the care for the rights and interests of the Client. As the Organizer, the Travel Agency will fulfill all these obligations completely, not including case of exceptional circumstances that are unexpected, extraordinary and unpredictable (e.g. natural disasters, death, serious illness, etc.).
The Agency must concern over the rights and interests of the client in accordance with the good practice in tourism.
CHANGE OR CANCELLATION OF RESERVATION
In case of exceptional circumstances, the Travel Agency reserves the right to change the reservation.
The Travel Agency reserves the right to make changes to reservations, but only on the condition that the Client is informed in a timely manner and that the replacement reservation is of the same or higher category and that the price of the replacement reservation corresponds to the price at which the Client confirmed the reservation.
In case of not being able to replace the paid reservation, the Travel Agency reserves the right to cancel the reservation, with prior notice to the Client, before the usage of the service begins. The Travel Agency guarantees the return of the full amount paid, where the Client has no right to claim damages from the Travel Agency.
Any change or cancellation of a reservation can be made by the Client, only in writing, to the Travel Agency and in accordance with the terms of the reservation change/cancellation that are presented to the Client for each individual accommodation unit/service when creating a reservation on the Travel Agency’s website. Terms of change/cancellation can vary for individual services or accommodation units. If the terms of change/cancellation are not defined in the official offer for particular individual service, then those terms are as follows:
The date when the Agency received the written cancellation notification represents the basis for the calculation of the cancellation costs in the following way:
Free cancellation – solely for specially marked private accommodation properties or any other service if it is previously stated in official offer – in accordance with the conditions applicable at the time of booking; the advance payment will be refunded to the client at the expense of the recipient.
If the reservation cannot be cancelled free of charge, the following cancellation costs apply:
For a cancellation occurring up to 60 days before the start of using the booked accommodation, the Agency charges 50 % 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 recipient.
For a cancellation occurring from 60 to 0 days before the start of using the booked accommodation or other services, or after the beginning of service use, the Agency charges 100 % of the total price of the accommodation booked.
If the client does not arrive at the booked accommodation until 10:00 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 at the above scale. The client has no right to complain and loses the paid amount.
If the client, upon cancelling the booked accommodation or other booked services, finds a new user for the same booking, the Agency holds the right to decide to accept a new user, and, in that case, charge only the costs caused by the change of the booking parameters.
If the booking is cancelled due to death of the client (the holder of the booking) or of a group member or of a member of his/her immediate family(spouse, brother, sister, parent or child), the Agency will charge only the minimum cancellation fee (50%). This provision is applied only in case the Agency possessed the information that this person was registered previously as a group member.
The client must provide the Agency with a death certificate, and if necessary with a confirmation of family relationship between the deceased and the client, i.e. the member of the group.
LIABILITY FOR DEFICIENCIES OR DAMAGE
If the Client detects any problems (defects, damages, deficiencies or differences from the reserved service) on arrival, he shall immediately report to the Travel Agency in order to avoid misunderstandings after the expiration of the reservation period or during the inspection of the vacation rental.
By confirming the reservation, the Client agrees that in the event of any defects in the paid and used service his claim will be exclusively to the service provider/vacation rental owner, and not to the Travel Agency. The Travel Agency can not, in any case, be responsible for any defects for a service provided by the service provider/vacation rental owner.
By confirming the reservation, the Client is obliged, if he causes any damage, to pay all damages caused to the service provider/vacation rental owner on the spot.
HOUSE RULES IN PRIVATE ACCOMMONDATION
To make sure that you will have a pleasant stay and to prevent any misunderstanding, please read the house rules in private accommodation. When you confirm a reservation it is implied that you are familiar and agree with them, and that you will fully adhere to them. Violation of house rules can result in the cancellation of the reservation, and charging the full amount of the price of the accommodation regardless of the shorter stay, as well as damage compensation.
The following rules are prepared according to the instructions of the vacation rental owners and they express their will.
The client is obliged to comply with the household rules within the accommodation unit, and when arriving at the destination, cooperate with vacation rental owners/travel agency in accordance with the conditions of the reservation and security conditions.
When choosing a accommodation unit and creating a reservation, the Client is obliged to notify the Travel Agency without any delay, of the intention to have more persons in the accommodation unit than the stated capacity. The possibility of accepting more persons than the capacity states, depends exclusively on the good will and municipality permit of maximum number of guests of the vacation rental owner, which does not exclude the possibility of additional payment for additional persons.
The guests are required to show the host (property owner, Agency, other co-hosts) each guest’s personal documents (their passport or ID and the voucher) and to pay the remaining amount of the price of their stay upon their arrival to the accommodation unit if the full amount of reservation is not previously paid, after which the host will register their stay.
The host is available to the guests during their stay for any information and assistance they may need. In case of any complain about the quality of the accommodation we advise the guests to contact directly the host, and then call the agency in case that they cannot solve the problem.
The guests are responsible for the cleanness of the apartment. The host is not required to clean and tidy up, or to take out the garbage during the whole stay of the clients, unless the official offer states differently.
The host will change the bed sheets every 7 days. They are obligated to provide the guest with towels, toilet paper, hygiene and cleaning supplies unless the official offer states differently.
The guests are obliged to take care of their personal things and valuables left in the accommodation. The host will not be responsible in case of any disappearance.
The host do not have the right to enter in the rented accommodation during the absence of the guests, except to stop damages or a danger occurring in the accommodation. In this case they have to inform the guests about it as soon as possible. If the host has any reason to believe that house rules are violated, the guests have to let him enter in the accommodation in order to check the situation.
Pets are allowed only with the permission of the host. Bringing pets without prior announcement is not allowed, the agency has in this case the right to cancel the reservation. The guests are responsible for any damages caused by their pets, and have to clean the excrements left inside and outside the accommodation, as well as in the vicinity of the accommodation and on the beach. If it was agreed that the pets stay outside the accommodation the guests do not have the right to let them enter inside.
It is not allowed to bring any weapon, inflammable or explosive substances and products with strong or unpleasant smell into the apartment. Also, any cooking and electrical appliances are not allowed without the agreement of the host.
The guests are kindly asked to take care of the accommodation and its furniture situated inside and outside of it. The guests are not allowed to move the furniture or to transport it to another accommodation, outside or to the beach (the kitchen chairs to the terrace, cutlery to another accommodation unit, towels or blankets to the beach, deck chairs from the swimming pool to the beach…).
When the guests go out of the accommodation they have the obligation to close the parasols, switch off the lights and electrical appliances, close the gas and water. As well the guests are asked while they are outside not to leave the air-conditioning on if it is not necessary, and to close doors and windows while it is in use. It is not allowed to cool down food and drinks by leaving them under running water. It is forbidden to throw waste in the toilets or in any other place not predicted for this purpose like outside the house or in its vicinity.
It is strictly forbidden that any person other that the guests stay inside or outside the accommodation. If any other persons other the ones declared at the moment of the reservation are present in the accommodation, the agency has the right to cancel the reservation of all the guests.
Guests who intentionally or accidentally damage the property, will have to reimburse the owners the full amount of the occurred damage. The Agency can ask the guests to leave a deposit on their day of arrival. The deposit will be refund to the guests in its totality on the day of departure only if they leave the accommodation in the same status as they found it. Information about deposit amount and payment can be seen on the invoice or voucher.
If the guests intends to arrive after 10:00PM on the first day, they have to inform the host about it in order to avoid that the host propose their accommodation to other guests, thinking that the first one gave up of the reservation.
On the day of departure the guests have to leave the accommodation no later than 10:00, in order that the host has time to prepare it for the next guests arriving at 14:00. The guests have the obligation to leave the accommodation in the same condition as they found it, tidy and undamaged.
The guests are requested not to disturb the peace of the owners and other customers from 14:00 to 17:00 and from 22:00 to 8:00.
The owners and the agency can put an end to the reservation of the guests who do not respect house rules. In this case the guests will be charged for the entire amount of the reservation and deposit regardless the shorter stay.
When starting to use the accommodation it is assumed that the guests are familiar with the house rules and that they agree with their conditions and obligations. Any problem that cannot be solved on the spot with the owners or the agency will involve the intervention of the police or of the Court in Split. Complains will be considered only if reported during the stay. Subsequent complains will not be considered.
The guests are obliged to obey with the customs and currency regulations and laws of the Republic of Croatia;
The guests are obliged to check whether they need 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 cancellation policy in case the client does not obtain the documents necessary to enter the Republic of Croatia;
The guests are obliged to notify the Agency of all the relevant facts that can affect the client’s stay in the booked accommodation unit (e. g. allergies and illness of the client, physical disability of the client, arriving by vehicle of non-standard size, need of bed of non-standard size, special diet conditions if the client chooses food services, etc.);
to obey the House rules in the accommodation unit booked (House rules are available even on the Agency’s web site), and cooperate in good will with the service providers.
Sojourn tax is Croatian Tourist boards income. All foreign and domestic citizens have to pay it for every realized overnight staying. Height of sojourn tax depends on tourist place and time of staying.
Guide price for adults is around 1 EUR per day, persons from 12 to 18 years old around 0,5 EUR per day and children to 12 years old are free of paying sojourn tax.
Each Client who chooses to organize his vacation through the Travel Agency does not need to pay the residence tax, if it is not specified different.
SUBMISSION OF COMPLAINTS
A client who has made a reservation through the Travel Agency, as a contracting party, has the right to file an objection.
The complaint is submitted by mail to Semper Cons d.o.o. Gospe od Mira 25, 21 311 Stobreč or by e-mail to: email@example.com. The Travel Agency is obliged to reply within fifteen days from the date of receiving the complaint.
The Client is obliged to fully cooperate with the Travel Agency and the Service Provider and/or vacation rental owner when considering the objection, and the Client is obliged to provide additional information and evidence to the request of the Agency for the purpose of successfully resolving the complaint.
The client does not have the right to refuse the reserved service on his own initiative (leave the accommodation unit before the end of reserved period or refuse a service reserved through the Travel Agency), and in the case of self-initiative actions, the Client waives the right to a subsequent complaint, and a refund.
If the Client discovers any problems during the arrival/use of the service, he/she shall submit a complaint with the Agency within 24 hours of the arrival/use of service. If the Client does not file a complaint in accordance with the above conditions, the Agency will not consider such complaint.
The Client confirms his/her express of consent to the above conditions.
If it is not possible to settle disputes between the Travel Agency and the Client, by agreement and peacefully, the jurisdiction of court in Split is determined.