General Terms and Conditions

    Terms and Conditions

     

    1. Offer

    Navale turizam j.d.o.o, travel Agency "Škver Tours",  Kornatska 1, 23210 Biograd na Moru (further on referred to as the: Agency), provides touristic and accommodation services to a Client (further on referred to as the: Client), in accordance with the Terms and Conditions, with the period and details of the confirmed reservation, and the information published on the website www.skver-tours.com. The Agency is not liable for circumstances caused by conditions beyond its control ( including wars, riots, strikes, acts of terrorism, natural disasters, sanitary disruptions, restrictions by local authorities, death or illness of service provider and such). Agency cannot be held responsible if Client finds some information incomplete, and doesn't contact us regarding that additional information important to him. By confirming the reservation, with advanced or total payment, the Client accepts the Terms and Conditions entirely.

    The Agency cannot be held responsible for the descriptions on the websites not owned by the Agency, and / or websites which maintenance is not performed by the Agency.

    2.  Reservation and payment

    Inquiries and bookings can be done electronically ( by mail or web request), by fax or in person at the Agency office. After receiving the inquiry, the Agency will check the availability of the required service and confirm it, or offer alternative possibilities. If the Client is accepts the offer, a final confirmation from the Client is required. During the booking process, the Client is obliged to give the Agency all the necessary and required information. With the final confirmation of the booking, the Client also confirms that he is familiar with these Terms and Conditions, and that he accepts them entirely, making these Terms and Conditions legally binding both for the Client and the Agency. After the final confirmation has arrived, the Agency sends to the Client the invoice for the advanced payment or total payment with all the necessary details for the bank transfer. After the deposit payment had arrived to the bank account of the Agency, the Agency sends to the Client a confirmation of the receipt and voucher. Reservation requires the deposit payment (30 % of the total price) that can be done with card or bank transfer with shared banking costs (Skver Tours bears only the costs of Croatian banks). The rest of the payment will be made personally on arrival (unless otherwise negotiated in confirmed reservation). The Client can pay the total amount upon the receipt of the invoice. In cases of group arrangements, when, besides advanced payment, the rest is being paid between 30th and 7th day prior to arrival, the cancelation costs are calculated as noted in Article 6.

    The Agency can make an exception to these rules in case of a "last minute" bookings and special offers.

      Payment methods:

    - cash or card payment in the Agency office - Kornatska 1, 23210 Biograd na Moru

    - bank transfer to our bank account - all the necessary details to perform the bank transfer are delivered to the Client on the invoice for the advanced payment.

    - online payment with credit card -  If a customer decides to pay online using a credit card, the Agency will provide the customer with a link using which the customer may perform the payment online over secure pages (SSL protection).

    Credit card purchase security statement

    Confidentiality of your information is protected and secured by using SSL encryption. Pages for web payment are secured by using Secure Socket Layer (SSL) protocol with 128-bit data encryption. SSL encryption is a data coding procedure for prevention of unauthorized access during data transfer. This enables a secure data transfer and prevents unauthorized data access during communication between user and Webteh WebPay Payment Gateway and vice versa. Webteh WebPay Payment Gateway and financial institutions exchange data by using their virtual private network (VPN) which is also protected from unauthorized access. Webteh is PCI DSS Level 1 certified payment service provider. Credit card numbers are not stored by Merchant and are not available to unauthorized personnel.

    Conversion statement

    All payments are done in Croatian currency - HRK. The amount that your credit card account will be charged for is obtained through the conversion of the price in foreign currency into Croatian kuna according to the current exchange rate of the Croatian National bank. When charging your card, the same amount is converted into Clients local currency according to the exchange rate of credit card associations. As a result of this currency conversions, there could be a slight difference in charged amount and the original price found in our web site and pricelist.

    3. Service prices

    The price of the service includes the basic service as described for the reserved service on our website or pricelist. Special or extra services are additional services, not included in the basic price (services that are available through prior notification and additional payment) and as such are to be paid by the customer along with the deposit amount, or by arrival- depending on the offer. Unless noted otherwise, accommodation price usually includes basic service - the average cost of electricity, water and gas, the sheets and bedding items, as well as final cleaning.  The customer is obligated to leave the accommodation tidy, regardless of the final cleaning being done afterwards.

    Accommodation prices on website are stated in Euros. The Agency has the right to change the published prices. Clients who have paid the certain deposit, are guaranteed by the Agency to keep the price as arranged in reservation and the deposit payment that was made. Should rate changes occur before advanced payment, the Agency is obligated to inform the customer of these changes.
    Prices in our offers and arrangements are formed based on contract with service providers and accommodation owners, and do not necessarily match the prices stated at the accommodation unit. Possible differences regarding these prices cannot be subject to complaint. Standard and quality of accommodation, food, and other services are different in each accommodation unit, and therefore incomparable..

    If the number of people arriving to the reserved accommodation unit is larger than specified when the reservation was confirmed by the Agency, the service provider has the option to withhold service to unannounced guests or accommodate all guests with additional payment for unannounced guests on the spot. If the wrong information is given to the Agency from guest during reservation, the Agency does not acknowledge any complaints and objections.

    All of the published prices for accommodation are referring to 4 and more overnights, unless specifically stated differently. If the stay is equal or shorter than 3 nights, the price becomes 30% higher.

    4. Service Description

    Accommodation units are described by official categorization of the authorized institution, and based on onsite assessment prior to being put in the Agency's online offer.
    Standards for accommodation, food, and services are ranked differently in different countries and cannot be compared. The Agency is obliged only by the information published on our website.

    Each and every Client should get a clean and tidy accommodation and clean bed linen. For Clients staying longer than one week, fresh bed linen will be provided.

    Check in for Client into accommodation is from is 2:00 PM on the arrival date, and on the last day checkout is until 10:00 AM. The delivery of the keys will be made in the accommodation unit by the owner or the Agency's representative, or in the Agency office.

    The Agency has the right to change or modify a reservation in case of circumstances caused by conditions beyond its control which cannot be predicted or avoided (see Article 1), in which case with help of the owner the Agency tries to find another period or option, but only with Clients approval. Booked accommodation can be replaced only if Client is notified in time and only by an accommodation unit of the same or higher category, at the same price that was confirmed during booking. Should the replacing accommodation be available only in an higher category unit, and if that price difference is higher than 10% than initially booked accommodation, the Agency can charge the price difference if Client accepts the offer.

    The Agency has the right to change or cancel the reservation if  the total number of people (including children) for the accommodation are higher than the capacity of the accommodation in question. In cases where replacement for paid accommodation is not available, the Agency reserves the right to cancel the reservation and notifies Client (at least 7 days before arrival), with full money refund. If a satisfying replacement cannot  be found on arrival date, the Agency will  refund of the complete paid amount and provide information on alternative accommodation regardless of our offer.

    6. Client's right to changes and cancellations

    If the Client wants to change or cancel a reservation made, it must be done in written form (email, mail, or fax). Changes (the number of Clients, arrival / departure date, etc) must be made at least 30 days prior to the arrival date.  The first change to the reservation will be free of charge, if possible- unless it requires additional payments. If a requested change is not be possible and therefore Client cancels the booking, the conditions for the cancellation of reservation listed below will be applied. In cases of individual or group reservations, advanced payment (30 % deposit for reservation) will not be refunded. Any changes within 30 days before the arrival date or during the use of the accommodation unit shall be considered as a cancellation of the reservation. In cases of group arrangements and multiple service reservations, when total amount is being paid prior to arrival (Article 2.), the date of receiving the written cancellation is used for calculating cancellation costs as it follows:

    For cancellation from  29 -15 days before arrival date, 50% of the accommodation price will be charged,

    For cancellation from 14 - 8 days before arrival date, 80% of the accommodation price will be charged,

    For cancellation within 7 days before arrival date, 100% of the accommodation price will be charged.

    Advanced  payment is not refundable regardless of the date of canceling the reservation.

    If Client doesn't arrive at the booked accommodation until midnight on the arrival date, and doesn't inform the Agency earlier, the reservation will be considered cancelled, and therefore the cancellation costs will be charged as already described above, with no possible refund.

    7. Agency obligations

    Agency is obligated to provide the best realization of the services, choice of hosts, and to respect Client's interests and rights according to customs and practices in tourism. The host is obliged to make all reserved services available to the Client, and is responsible in case of any possible unfulfilled part of reserved services. The Agency will carry out all stated obligations in full, except in circumstances caused by conditions beyond its control (Article 1.)

    8. Client obligations

    The Client is required to:

    -have a valid travel documents

    -respect and obey all customs and regulations Republic of Croatia, as well as other countries through which Client passes through, or resides in.  If by any means the Client violates these regulations, it will be held responsible and charged for all related expenses as well as reserved services in full, regardless of reservation being used or not.

    -abide by house rules of the accommodation units as well as cooperate with the service providers and Agency staff in a well-intentioned manner

    -provide the Agency with personal documents of all individuals needed for tourist registration. Upon arrival,  the rest of payment is being settled, or in case of later payment by agreement,  the Client leaves the document with Agency staff until full payment is done.

    -provide the Agency with true and complete relevant information and documentation. The Agency reserves the right to cancel the reservation anytime, upon finding out that the Client has withheld information that may cause damage to the Client, the Agency, or the provider, in which case the Client will be charged fully the price of the reserved program as well as any damages that it might have cause.

    -inform the Agency if needed about challenged persons and certain health problems that require different adjustments or certain services. Clients need to consult the Agency and require recommendation for accommodation in such cases.

    -provide true information about total number of persons intending to use the services (including children). If upon arrival the  number of persons is higher than the announced number of persons on the reservation, the Agency reserves the right to cancel the reservation at sight, and the customer has no right for any compensation and/or complaint.

    -if the Client plans to bring along a pet, it is obligated to inform the Agency before making the reservation, even if pets are allowed in the accommodation. If the pets are allowed,  Clients have  to make sure it is being held properly in agreement with accommodation owner, to make sure pets don't disturb other residents or make damage. For all eventual damage made by pets, the Client will take full responsibility and pay for the damage.

    -completely and truly inform the Agency with all necessary details. In case of Clients giving faulty information, Agency has the right to cancel the reservation at any point, in which case the Client has no rights for refunding and complaining regarding the matter.

    In case of neglecting their obligations, Clients they take full responsibility and payment costs if damage is being caused, without right for refunding and complaining. By confirming the reservation, Client accepts the Terms and Conditions entirely.

    9. Luggage

    The Agency is not responsible for damaged, destroyed or lost luggage, as well as for the theft of luggage or valuables in the accommodation unit.

    10. Personal Data Gathering and Protection Statement

    We are committed to provide service of protection of our Client's personal data in a way that we collect only essential basic information about our Clients that are necessary for fulfilling our obligations. We also inform our Clients about the way we collect information and regularly give customers an option about how their information will be used, including the possibility to decide whether their e-mail should be included or omitted from the lists used for our marketing and offers. All user information are strictly guarded and are available only to the employees who need those information for completing the job. All our employees and business partners are responsible to follow the principles of confidentiality protection.

    11. Resolving Complaints

    If the paid services are not provided, or are provided inadequately, the Client is entitled to seek reasonable compensation by filing a written complaint. Every Client- reservation holder, files a separate complaint .

    Complaint procedure:

    The Client is required to complain to the service provider about the inadequate service immediately on the day of his/her arrival and to notify the Agency as well. Furthermore, the Client is required to cooperate with the Agency's representatives and the service provider in good faith in order to rectify the problem. If the Client refuses to accept the solution that is in accordance with services paid for, the Agency is not required to accept any further complaints referring to this service.

    If the Client  would leave the accommodation unit on his own initiative, and finds another accommodation, thus not making it possible for the Agency to try to solve the problem, the Client looses the right for a reimbursement or for taking legal action for an atonement.

    The Client is required to send a written complaint, along with the signed report of the host about the situation and any possible invoices regarding the caused damages, to the Agency by email, mail, or fax, within 10 days after end of the service. The Agency will make a written decision regarding the complaint within 14 days upon receipt of the complaint. Until the Agency presents its solution, the customer refrains from mediation by any other party, arbitration by the Association of Croatian Travel Agencies, or from taking the matter to court, and from informing the press.

    The maximum compensation per complaint can amount to the cost of the part of the service(s) in the complaint. It cannot amount to the total paid to the Agency and cannot include services already provided.

    12. Jurisdiction

    If the Client is nor satisfied with the solution to the complaint, the matter can be taken to municipal court  in Biograd na Moru.


Navale Turizam j.d.o.o. /
Travel Agency SKVERTOURS
Address: Kornatska 1
23210 Biograd Na Moru, Croatia
Phone: +385 233 844 57
HR-AB-23-110034614
E-mail: info@skver-tours.com
General Terms and Conditions
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