Terms and Conditions

Travel Contract, General Terms and Instructions for Tourist Arrangements

1. INTRODUCTORY PROVISIONS

1.1. These General Terms of the package travel contract (hereinafter: "General Terms") form an integral part of the package travel contract (hereinafter: "Contract") concluded between the travel organizer - the travel agency INTEGRAL ZAGREB d.o.o., Zagreb, Paromlinska cesta 2a, registered with the Court Register of the Commercial Court in Zagreb under MBS: 080184146, OIB: 11154562870 (hereinafter: "Agency") and the traveller or travel contractor when the travel contractor concludes the Contract for the benefit of a third person as traveller (hereinafter: "Traveller").

1.2. These General Terms are harmonized with the Act on the Provision of Tourism Services and other applicable regulations of the Republic of Croatia. In addition to these General Terms, the Contract also includes the package travel program (hereinafter: "Travel Program"). In the event of any inconsistency between these General Terms and the provisions of the Contract or the Travel Program, the provisions of the Contract shall prevail, followed by the content of the Travel Program and then the provisions of these General Terms.

1.3. These General Terms apply exclusively to package arrangements in which the Agency acts as organizer. If the Agency mediates or sells services of other travel agencies, the responsible travel organizer will be indicated in the Contract and the general terms of that organizer, which the Agency will make available to the Traveller, shall apply.

2. TRAVEL PROGRAM

2.1. The Travel Program forms part of the Contract and contains the pre-contractual information required by law for package arrangements, and may, where necessary, contain other information that the Agency considers useful.

2.2. The Agency guarantees the implementation of the Travel Program according to the description published on the Agency's website. The Agency undertakes to deliver the content of the Travel Program in full, except in extraordinary circumstances such as war, unrest, strikes, terrorist activities, sanitary disturbances, natural disasters, traffic accidents, sudden and unusual traffic disruptions, interventions by competent authorities, disruptions in timetables and delays of means of transport, adverse weather conditions, epidemics, pandemics and other circumstances beyond the Agency's control that directly affect a particular destination. In the event of disruption at the travel destination during performance of the package travel Contract that causes the need to change the content of the Travel Program, but is not of such nature as to completely prevent the implementation of the Travel Program, the Agency undertakes to take all reasonable measures to carry out the Travel Program in the manner and content that most closely corresponds to the Travel Program published before the trip. In such cases, the Agency shall be deemed to have fully performed the Travel Program, even though the realized Travel Program differs from the one published before the start of travel.

2.3. Unless otherwise stated, all conditions specified in the Travel Program concerning travel documents, visas, foreign exchange, border, customs, health and other regulations apply exclusively to Croatian citizens. Citizens of other countries are entitled to travel with the Agency under the conditions prescribed, with regard to their citizenship, by the countries of departure, transit and destination. Before applying for a package arrangement reservation, foreign citizens must check all travel conditions applicable to them.

3. RESERVATION APPLICATION AND CONCLUSION OF CONTRACT

3.1. The Traveller may submit an inquiry or application for reservation of a package arrangement from the Agency's offer at all Agency branches, through the contact form on the Agency's website, by email, telephone, other means of remote communication, or through another authorized travel agency acting as intermediary.

3.2. When applying for a reservation and before concluding the Contract, the Traveller must provide accurate data and valid documentation required for organizing the travel. The Traveller is solely responsible and guarantees that they have provided the Agency with accurate data and valid documents, and in the event of any change in data or documents, the Traveller must provide the Agency with new data and/or documents without delay. If the Traveller fails to provide data or documents in accordance with the terms and deadlines of the Contract, or if the Traveller provides the Agency with inaccurate data and/or documentation contrary to these General Terms and the Agency's instructions, the Traveller shall be deemed to have withdrawn from the reservation application and shall be liable for any damage that may be incurred by the Agency.

3.3. After submission of the reservation application, the Agency will issue an Offer to the Traveller, under which the Traveller undertakes to pay an advance payment for the reservation in the amount of at least 40% of the total arrangement price to the Agency's transaction account within 24 hours of receiving the Offer. If the Traveller does not pay the advance payment within 24 hours of receiving the Offer, the Traveller shall be deemed to have withdrawn from the reservation application. The Agency undertakes to process the reservation application, notify the Traveller in writing of the reservation confirmation, and provide confirmation of the reservation payment. If the Agency cannot confirm the reservation, the Agency undertakes to refund the advance payment to the Traveller in full. If the Traveller does not accept the requested reservation confirmed by the Agency, the Agency has the right to retain the received advance payment as a reservation fee. If the Traveller accepts the reservation, the reservation costs are included in the package arrangement price. Payment of the advance does not constitute confirmation of the reservation; the reservation is considered confirmed only upon written notice from the Agency. Depending on the case, the Agency may determine in the Travel Program an advance payment for reservation in a percentage higher or lower than 40% of the total package arrangement price, and that percentage will then be expressed in the corresponding monetary amount in the Offer. In such case, the amount stated in the Offer shall be relevant for the Agency's obligation to execute and confirm the reservation.

3.4. The Contract is considered concluded: (i) after the Agency receives from the Traveller, on the Agency's transaction account and within the period set by the Agency in the offer, the advance payment amount determined by the Travel Program, or if not determined, at least 40% of the reservation value, and (ii) after the Agency confirms the reservation. If the Traveller and the Agency conclude the Contract in writing, the Agency must immediately upon signing provide the Traveller with a signed copy of the Contract. If the Traveller and the Agency conclude the Contract by email and/or through the website and/or by payment of the advance to the Agency's account, the Agency must provide the Traveller by email within 24 (twenty-four) hours with confirmation that the Contract has been concluded.

3.5. By concluding the Contract, the Traveller confirms that they are fully familiar with all characteristics of the selected travel, namely the Travel Program, and that they fully understand and accept the Contract, the Travel Program and the General Terms. If the Traveller contracts travel in the name and for the account of other travellers, by concluding the Contract they confirm that they have fully informed those other travellers of all the above and are personally responsible for ensuring that the other travellers in whose name and for whose account they contracted the travel comply with the provisions of the Contract, the Travel Program and these General Terms. The Traveller also undertakes to inform the other travellers of all additional information received in further contact with the Agency.

3.6. The Traveller must pay the remaining amount of the total package arrangement price to the Agency no later than 30 days before the start of travel for travel within Europe, or no later than 45 days before the start of travel for travel outside Europe, unless otherwise stipulated by the Contract. After payment of the remaining amount of the total package arrangement price, the Agency will issue the Traveller an invoice for all payments made. If the remaining amount of the total package arrangement price is not paid within the agreed period, the Traveller shall be deemed to have terminated the Contract and the provisions on termination of the Contract by the Traveller under section 10 of these General Terms shall apply.

3.7. Unless otherwise stated, for individual travel inquiries the Agency may charge a fee for preparing an offer. If the offer is accepted, the charged amount will be deducted from the total package arrangement price. If the Traveller does not accept the prepared offer, the Agency retains the charged amount to cover the costs of preparing the offer.

4. PAYMENT

4.1. Unless otherwise stipulated by the Contract or Program, the Traveller may pay for Agency services by bank transfer to the Agency's business account and/or by cards accepted by the Agency. The Traveller bears all costs, fees and commissions incurred in connection with monetary transactions or card payment. The date of payment is the date on which the Traveller's payment is recorded on the Agency's business account.

4.2. For all installment payments, the Agency charges handling costs in the amount of 5% of the agreed price.

5. PRICES

5.1. The package arrangement price is determined by the Travel Program and stated in the Contract, and is valid from the date of publication of the Travel Program. The price includes Agency services listed in the Travel Program under "The package arrangement price includes". Prices of services under the section "Mandatory supplement" are added to the price. Package arrangement prices are published in the official currency of the Republic of Croatia.

5.2. Unless otherwise agreed, the package arrangement price does not include additional services, such as optional excursions and visits, tickets, costs of obtaining and issuing visas, vaccination costs, testing costs, additional documentation required for entry, stay or exit from a particular country, travel-related insurance costs, special services such as selection of a single room, special meals, or any other services not included in the package arrangement price by the Travel Program. All such additional services selected by the Traveller must be paid to the Agency separately according to the stated price. If the Traveller selects additional services within the meaning of this point, the Agency will issue a separate pro forma invoice for those additional services, which the Traveller undertakes to pay within the deadline set by the Agency. If the Traveller does not pay for such services within the given deadline, the Agency is not obliged to provide the Traveller with additional services.

5.3. Prices of additional services such as optional excursions and visits, ticket prices, travel-related insurance costs and similar services stated in the Travel Program are based on contracts with our partners and may differ from prices at the travel destination. Any such price difference cannot be the subject of a complaint against the Agency. The Agency may provide that the Traveller pays for certain services on site in the currency of the country in which they are located. For services paid on site, any complaint must be submitted directly to the service provider.

5.4. The Agency has the right to sell package arrangements at promotional prices lower than the regular prices for the same travel. In that case, a Traveller who concluded a package arrangement Contract at the regular price is not entitled to a reduction of the package arrangement price.

5.5. All applicable discounts are expressly stated in the Contract. Available discounts on the package arrangement price are mutually exclusive and the Traveller may select the discount that best suits them and for which they meet the conditions. The discount is calculated exclusively on the part of the price excluding mandatory or additional supplements, namely on the part of the price excluding tourist taxes, air and port taxes, other similar costs and additional and special services such as meals, excursions, transport and the like.

5.6. The Agency does not approve refunds to the Traveller for any contracted service that the Traveller did not use by their own decision or fault.

6. CHANGE OF AGREED PRICE

6.1. After conclusion of the Contract and no later than 20 days before the start of travel, the Agency may increase the agreed price in writing if this is the result of a change in: (a) the price of passenger transport due to the cost of fuel or other energy sources, (b) the level of taxes or fees for travel services included in the Contract imposed by third parties not directly involved in the execution of the package arrangement, including tourist taxes, landing fees or embarkation or disembarkation fees at ports and airports, (c) applicable exchange rates.

6.2. If the increase of the agreed total package arrangement price is up to 8%, the Agency may make the increase unilaterally and the Traveller is obliged to accept it. If the Traveller refuses to pay the difference in the amount of up to 8% of the increase of the total package arrangement price no later than within 3 days of receiving the notice, the Traveller shall be deemed to have terminated the Contract and the provisions on termination of the Contract by the Traveller shall apply.

6.3. If the increase of the agreed total package arrangement price exceeds 8%, the Traveller has the right to terminate the Contract, whereby the termination statement must be delivered to the Agency in writing within 2 days of receiving the notice. In the event of termination, the Traveller is entitled to a refund of the paid amount without the right to compensation for damages and any visa, insurance, vaccination and other costs. If the Traveller does not deliver the termination to the Agency in writing within the stated deadline, they shall be deemed to agree with the price increase.

6.4. Amounts of airport taxes are subject to change until the date of issuance of the airline ticket.

6.5. If the possibility of a price increase has been agreed, the Traveller has the right to a price reduction corresponding to any reduction of the costs referred to in point 6.1., if such reduction occurs in the period from conclusion of the Contract until the start of the package arrangement. In that case, the Agency must refund the price difference to the Traveller, whereby the Agency has the right to deduct from the refund owed to the Traveller the actually incurred costs, and must, at the Traveller's request, present evidence of such costs.

7. CATEGORIZATION AND DESCRIPTION OF SERVICES

7.1. Offered hotels, apartments or other facilities (broader list of services: accommodation facilities, restaurants, means of transport and other services) in the Travel Program are described according to the official categorization of the relevant country at the time the Travel Program is issued. Local categorization differs significantly in some countries. Accommodation, meals, comfort and other services are supervised by local and state tourism authorities, and accommodation and service standards differ and are not comparable. The Agency assumes no responsibility for any oral or written information that is not in accordance with the description of services and facilities in the Travel Program valid for the relevant trip, whether provided by Agency employees or any third party.

7.2. Allocation of accommodation in rooms or apartments is determined by the reception at the place of stay. If the Traveller has not expressly contracted a room/apartment with special characteristics (e.g. single room, room with a special orientation towards preferred sides of the world, etc.), the Traveller must accept any officially registered room/apartment available for rental in the facility or destination described in the Travel Program. Accommodation is not possible before 16:00 on the day of commencement of use of the service, and must be vacated by 10:00 on the day of completion of use of the service, unless otherwise stated in the Travel Program. For later arrivals at accommodation facilities (after 18:00), the Agency must be notified in advance, at least one day before departure, unless such later arrival is provided for in the Travel Program.

8. TRANSFER OF CONTRACT TO ANOTHER TRAVELLER

8.1. Before the start of travel, the Traveller may transfer the Contract to another traveller who meets all conditions applicable to that Contract and if such change is possible and permitted under the terms of the service providers included in the package arrangement. The Traveller must notify the Agency of the intended transfer of the Contract in writing or on a durable medium no later than 7 days before the start of travel. The Traveller to whom the Contract is transferred must give express consent to the transfer of the Contract by email and/or by signing a statement at an Agency branch, thereby becoming a contracting party. The Traveller who transferred the Contract to the new Traveller ceases to be a contracting party and has no right to compensation for any damage or other costs.

8.2. The Traveller transferring the Contract and the Traveller to whom the Contract is transferred are jointly and severally liable to the Agency for all payments under the Contract, as well as for any additional fees, charges and other costs arising from the transfer of the Contract, of which the Agency will inform them.

8.3. For transfer of the Contract to another Traveller, the Agency has the right to charge the Traveller transferring the contract a transfer cost in the amount of EUR 15 per person.

8.4. For air travel, the possibility of transferring the Contract and the cost of transfer depend on the terms and fares of the airline as well as the conditions of the individual airline ticket.

9. CHANGES TO CONTRACT TERMS

9.1. After conclusion of the Contract and before the start of travel, the Agency may unilaterally change the terms of the Contract if the change is insignificant, of which the Agency will inform the Traveller on a durable medium. An insignificant change is any change that does not significantly change the main characteristics of travel services, does not reduce the quality or value of the package arrangement, and does not cause significant inconvenience or additional costs for the Traveller, for example: change of hotel accommodation to a hotel of the same categorization and service quality in a similar location as the previous hotel, change in the schedule of tours, excursions and visits, etc.

9.2. If before the start of travel the Agency is forced to significantly change any main characteristic of the travel services or cannot meet the Traveller's agreed special requests, it must without delay inform the Traveller on a durable medium of the proposed changes, their impact on the package arrangement price or of the offered substitute package arrangement and its price, as applicable. The Traveller must, within 2 working days of receiving the Agency's notice, inform the Agency on a durable medium whether they accept the proposed change or terminate the Contract. If the Traveller does not respond within the stated period, they shall be deemed to agree to the proposed changes or substitute package arrangement. If the changes or substitute package arrangement result in a higher price or additional costs, the Traveller must pay the price difference. If the changes or substitute package arrangement result in lower quality or price, the Traveller is entitled to an appropriate price reduction. If the Traveller terminates the Contract, the Traveller is entitled to a refund of the paid amount without the right to compensation for damages and any visa, insurance, vaccination and other costs.

9.3. The Agency reserves the right to change the day or time of travel due to changes in flight schedules or unforeseen circumstances, and the right to change the travel route if travel conditions change (changed flight schedule, security situation in a particular country, natural disasters or other situations beyond the Agency's control), without compensation for damages and in accordance with applicable regulations in domestic and international transport. The Agency assumes no responsibility for changes due to unforeseen circumstances and force majeure during travel. In such case, it may provide appropriate services taking into account the situation that has arisen.

10. TERMINATION OF CONTRACT BY THE TRAVELLER

10.1. At any time before the start of the package arrangement, the Traveller may terminate the Contract by delivering written notice of termination to the Agency on a durable medium. The Contract is considered terminated on the day on which the Agency receives the written notice. In the event of termination, the Agency has the right to charge a standard termination fee in an amount determined according to the day of termination. The termination fee is charged by retaining the corresponding monetary amount paid by the Traveller as the package arrangement price. Unless otherwise stated, the fee amount is determined as follows:

GROUP DEPARTURES:

(i) travel within Croatia, European travel, holidays, skiing:

- up to 30 days before departure, the Agency retains 40% of the package arrangement price,

- 29-22 days before departure, the Agency retains 80% of the package arrangement price,

- 21-0 days before departure, the Agency retains 100% of the package arrangement price, namely for "no show" or interruption of travel by the Traveller, the Agency retains 100% of the arrangement price,

(ii) long-distance travel, foreign language courses:

- up to 180 days before departure, the Agency retains 20% of the package arrangement price,

- for cancellation 179-90 days before departure, the Agency retains 70% of the package arrangement price,

- for cancellation 89-0 days before departure, the Agency retains 100% of the package arrangement price,

- after departure, namely for "no show", the Agency retains 100% of the package arrangement price,

INDIVIDUAL DEPARTURES:

(a) travel within Croatia, European travel, long-distance travel and skiing:

- more than 60 days before departure, the Agency retains a fixed fee in the amount of EUR 50,

- 60-46 days before departure, the Agency retains 15% of the package arrangement price,

- 45-31 days before departure, the Agency retains 40% of the package arrangement price,

- 30-16 days before departure, the Agency retains 80% of the package arrangement price,

- 15-0 days before departure, the Agency retains 100% of the package arrangement price,

- after departure, namely for "no show", 100% of the package arrangement price;

- if on the day of departure it is determined that the Traveller, when applying for the reservation, provided incomplete and/or inaccurate data about the validity of travel documents and/or provided data about invalid travel documents in accordance with section 16 of these General Terms and is therefore prevented from departing, the Agency retains 100% of the package arrangement price.

CRUISES:

- up to 60 days before departure, the Agency retains 20% of the package arrangement price

- for cancellation 60-46 days before departure, the Agency retains 40% of the package arrangement price

- for cancellation 45-31 days before departure, the Agency retains 60% of the package arrangement price

- for cancellation 30-16 days before departure, the Agency retains 80% of the package arrangement price

- for cancellation 15 days before departure, the Agency retains 100% of the package arrangement price

- after departure, the Agency retains 100% of the package arrangement price

10.2. The Traveller has the right to terminate the Contract before the start of the package arrangement without paying any termination fee and with the right to a refund of the paid package arrangement price in the event of force majeure or extraordinary circumstances that could not be avoided, which occurred at the destination or in its immediate vicinity and significantly affect the performance of the package arrangement or significantly affect passenger transport to the destination.

These cases include: war in the country of travel destination, epidemics and/or pandemics of diseases in the country of travel destination against which vaccination is not available in the country of departure and which seriously endanger the life and health of the Traveller, natural disasters that have affected the destination or the immediate surroundings of the destination within the country of travel destination and directly endanger the life and health of persons staying in the destination area within the country of travel destination, terrorist activities, sanitary disturbances at the destination within the country of travel destination that significantly hinder and/or prevent fulfilment of obligations under the package arrangement, and public unrest affecting the destination within the country of travel destination on such a scale that it affects the safety of the Traveller's stay in the country of destination so that the Traveller's stay at that destination would be dangerous to the Traveller's life and health.

For the avoidance of doubt, in order for the Traveller to exercise the right under this point, the stated circumstances must be such as to significantly affect the performance of the package arrangement or passenger transport to the destination.

10.3. If the Traveller wishes to withdraw from travel during the performance of travel, they may do so by delivering written notice to the Agency, and termination of the Contract takes effect from the moment when the Agency receives the written notice. In that case, the Traveller has no right to a refund of any funds; the Agency has the right to retain 100% of the total package arrangement price, and the Traveller must bear the costs of repatriation, namely return to the country of departure, and all other related costs.

10.4. In the event of termination of the Contract by the Traveller for any reason, the Traveller has no right to a refund of any costs incurred in connection with the travel (e.g. any visas, insurance, vaccinations and other costs).

10.5. If the actual costs arising from termination of the Contract by the Traveller are higher than the above standard termination fees, the Agency reserves the right to charge up to the full amount of actually incurred costs. The Traveller is solely responsible for any costs or damage that may arise thereby, both to the Agency and to other travellers and third parties.

11. TRAVEL INSURANCE - RECOMMENDATION FOR EVERY TRIP

11.1. By signing the package arrangement Contract, of which these General Terms form part, it is deemed that additional insurance has been offered and recommended to travellers, namely: insurance against consequences of accidents and illness during travel, damage and loss of luggage, voluntary health insurance during travel and stay abroad, trip cancellation insurance, and insurance covering the costs of assistance and return of travellers to the place of departure in the event of accident and illness, and that the Traveller has been provided with information on the content of such insurance and the general terms of the insurance contract. If the Traveller requests such insurance, it may be contracted directly with one of the insurers or through the Agency, whereby the Agency acts only as intermediary. Trip cancellation insurance, according to the terms of the insurance company, is contracted at the time of concluding the Travel Contract and cannot be contracted subsequently at the Agency. If the Traveller does not provide data for preparing the insurance policy within the deadline stated in the offer, it shall be deemed that the Traveller does not want travel insurance or will contract it independently. The insurance premium is calculated depending on the value of the travel and according to the insurer's price list. Unforeseen obstacles as a reason for travel cancellation are determined by each insurance company in accordance with its terms. In the event of travel cancellation, the paid premium for cancellation insurance is not refunded. Also, in the event of arrangement cancellation, the cost of obtaining visas and reservation services is not paid out, despite the Traveller having paid cancellation insurance. If the Traveller must cancel travel, the Agency reserves the right to charge an appropriate fee according to the rules of the general terms. Other insurance terms are attached to the insurance policy that will be sent or delivered to travellers.

11.2. For the avoidance of doubt, in the event of contracting insurance, only the general terms of the relevant insurer shall apply to such insurance, and they will be attached to the insurance offer and to the insurance policy in the event of realization of insurance.

12. TERMINATION OF CONTRACT BY THE AGENCY

12.1. If the number of persons registered for the package arrangement is lower than the minimum number stated in the Travel Program, the Agency may terminate the Contract before the start of travel. In that case, the Agency will refund to the Traveller the payments received for the package arrangement, without obligation to pay compensation for damages or any other payments to the Traveller. The Agency will notify the Traveller of the termination within the period determined in the Contract, but no later than:

- 20 days before the start of the package arrangement for travel lasting more than six days,

- seven days before the start of the package arrangement for travel lasting between two and six days.

- 48 hours before the start of the package arrangement for travel lasting less than two days.

12.2. If an insufficient number of travellers is registered for the package arrangement, the Agency reserves the right, if the terms of the particular package arrangement allow it, to realize the travel with a smaller number of travellers than the prescribed minimum. Where applicable, the Agency will deliver an offer of the new price to registered Travellers after calculation.

12.3. The Agency may terminate the Contract before the start of the package arrangement if the Agency is prevented from performing the Contract by extraordinary circumstances that could not be avoided. In that case, the Agency will notify the Traveller without delay of the occurrence of such circumstances and termination, and will refund payments received for the package arrangement, without obligation to pay compensation for damages or any other payments to the Traveller.

12.4. If the Agency is forced to terminate the Contract during the performance of travel, the Traveller is entitled to a refund exclusively of monetary funds relating to the unused part of the contracted services.

12.5. In any case of termination of the Contract by the Agency, the Traveller has no right to refund or payment of any incurred costs of travel insurance, visas, preparation of other documentation required for entry, stay or exit from a particular country, vaccinations, testing, costs, fees and commissions incurred in connection with monetary transactions or card payments, and other costs.

12.6. The Agency may terminate the Contract during the performance of travel if the Traveller by their conduct endangers, hinders or prevents the regular implementation of the Travel Program or causes damage to the Agency, service providers, other travellers, third parties or property. In that case, the provisions of these General Terms applicable to termination of the Contract by the Traveller shall apply, and the Agency also reserves the right to claim damages from the Traveller.

12.7. If the travel is cancelled by the travel organizer for whom the Agency acted as intermediary in the sale of the stated arrangement, the Agency will inform the Traveller of the actions of the travel organizer regarding cancellation of the contract. In that case, the Traveller exercises all rights under the package arrangement contract directly with the travel organizer in accordance with its general terms, with which the Traveller was familiar when purchasing the package arrangement.

13. TRAVEL TERMS FOR LINKED TRAVEL ARRANGEMENTS

13.1. A linked travel arrangement means at least two different types of travel services purchased for the purpose of the same trip or holiday that do not constitute a package arrangement (e.g. individual hotel reservation, airline ticket, transfer and similar additional services).

13.2. General travel terms for package arrangements do not apply to travel in a linked travel arrangement, except in the part concerning traveller protection in case of insolvency of the agency.

13.3. In travel in linked travel arrangements, the Agency acts in the name and for the account of service providers, namely as authorized sales agent of various service providers (airlines, hotels, transfer providers, agencies for reservation of tourist services and the like), and each Service Provider is solely responsible for proper performance of its services in accordance with the contract.

13.4. In travel in linked travel arrangements, the Agency will inform the Traveller of the terms of business of those service providers, and by purchasing an individual service in a linked travel arrangement, the Traveller accepts the general terms of the individual service provider.

14. SPECIAL PROVISIONS FOR AIR TRAVEL

14.1. For travel with regular or low-cost airlines, the Traveller must, when making the reservation, provide accurate data required for ticket issuance, such as exact first and last name, date of birth, travel document number, date until which the travel document is valid, citizenship and, where necessary, other data required by the individual airline.

14.2. For cancellation by the Traveller of travel that includes an airline ticket, the Traveller bears the full cost of the airline ticket or the cost of name change, according to the airline's general terms. Hotel costs and the rest of the arrangement are calculated according to the General Terms for termination of the Contract by the Traveller.

14.3. In the event of cancellation of an airline ticket by the Traveller, the Traveller bears the cancellation cost, which amounts to 100% of the airline ticket price. For individual travel, if vouchers for accommodation and other services have been issued, cancellation costs depend on the terms of the stated suppliers. Name change on individual airline tickets is possible only if such possibility is provided in accordance with the airline's terms.

14.4. For travel involving a flight, the Traveller's right to transfer the Contract to another person depends on the possibility of changing the airline ticket reservation and the terms of the individual airline. If the airline does not allow reservation change to another name, arrangement cancellation costs are calculated according to the General Terms when the Traveller terminates the Contract.

14.5. The Agency is not responsible to the Traveller for performance of the service by an individual airline included in the package arrangement. The Agency is also not responsible to the Traveller for costs and/or any damage resulting from changes in flight times, overbooking, airline strikes, flight delays, timetable changes and similar circumstances arising exclusively on the side of the airline.

15. OBLIGATIONS OF THE AGENCY

15.1. Unless otherwise stated, the Agency will provide services from the package arrangement in Croatian or English.

15.2. The Agency undertakes to duly fulfil its obligations arising from law, especially the obligation to keep business secrets, the obligation to offer insurance, the obligation to inform the Traveller about the liability insurance policy, the obligation to remedy non-conformities, obligations in the event of inability to perform a significant part of travel services, the obligation to bear costs of necessary accommodation, obligations regarding price reduction and compensation for damages, and the obligation to provide assistance.

15.3. In addition to the prescribed obligation to provide assistance, if assistance to the Traveller is provided by the tour leader or another Agency representative, the assistance will be provided in a way that does not affect the regular course of the Travel Program and does not harm other Travellers. All costs incurred in connection with providing assistance are borne by the Traveller.

15.4. The Agency must remedy any non-conformity that arises if any of the travel services cannot be performed in accordance with the package travel contract and in accordance with the provisions of these General Terms. The Agency will not be obliged to remedy non-conformities that cannot be remedied or if remedying the non-conformity would cause disproportionate costs, taking into account the extent of the non-conformity and the value of the travel services affected by the non-conformity. If the Agency does not remedy the non-conformity for the reasons stated in the previous point, the Traveller is entitled to a price reduction and compensation for damages.

16. OBLIGATIONS OF THE TRAVELLER

16.1. Traveller's responsibility for other travellers

The Traveller is obliged to acquaint all other travellers from their package arrangement reservation application with the Contract, the Travel Program and these General Terms, and by paying the advance payment the Traveller expressly confirms to the Agency that they have fulfilled this obligation. The Traveller is also obliged to inform other travellers of all additional information received in further contact with the Agency.

By applying for a package arrangement reservation, the Traveller expressly confirms to the Agency that they are authorized to act in the name and for the account of all travellers included in the application and that they are fully responsible to the Agency for their compliance with the Contract.

Unless otherwise stated, the Traveller must make all payments under the Contract for all travellers from the package arrangement reservation application. Unless otherwise stated, each individual payment under the Contract is proportionally allocated as payment made for each traveller included in the package arrangement reservation application.

Whenever the Traveller gives any statement, warranty, waiver or assumes any obligation, they are personally responsible for ensuring that each traveller from their package arrangement reservation application complies with identical statements, warranties and waivers and fulfils identical obligations. Whenever such other traveller gives any statement, warranty, waiver or assumes any obligation, it is deemed that they do so in their own name and for their own account.

16.2. Obligation to provide data and documents

When applying for a package arrangement reservation, the Traveller must provide the Agency with all accurate data and documents of all travellers required for organizing and realizing the travel. The provided data and documents must correspond to valid personal documents that will be used during realization of travel. The Agency is not responsible for receiving, using or forwarding inaccurate or incomplete data or documents. A Traveller who provides the Agency with inaccurate or incomplete data or documents during the application is responsible for all consequences and costs arising from the use of such data or documents. In that case, the Agency may terminate the Contract with effect as if it had been terminated by the Traveller and require the Traveller to pay all incurred costs and damages. If the Traveller fails to provide data or documents in accordance with the terms and deadlines of the Contract, they shall be deemed to have terminated the Contract, in which case the provisions on termination of the Contract by the Traveller apply.

In the event of any change in passenger data required for organizing and realizing travel or documents that passengers will use during travel, the Traveller must provide the Agency with new data or documents without delay. Otherwise, the Traveller shall be deemed to have provided inaccurate data or documents and the rules applicable to providing inaccurate data or documents shall apply.

If necessary for organizing and realizing travel, the Agency may retain copies of passenger documents.

The Traveller must check all travel documentation delivered by the Agency. If the Agency does not receive a complaint or request for correction from the Traveller within 24 hours of delivery of travel documentation, all travel documentation shall be deemed valid and correct. Costs incurred upon request or need for any change or correction of travel documentation after expiry of that deadline are borne by the Traveller.

16.3. Obligation to comply with regulations

The Traveller must inform themselves of and comply with all applicable regulations on travel documents and visas, foreign exchange, border, customs, health and other applicable regulations, and ensure that they personally, their documents and luggage meet the requirements provided by the stated regulations of the country of origin, transit country and destination country.

If the Traveller is prevented from departing on or continuing travel due to non-compliance with regulations, they shall be deemed to have terminated the Contract, in which case the provisions on termination of the Contract by the Traveller apply. In that case, the Traveller is also responsible for all incurred costs and consequences.

16.4. Travel documents

For the purpose of travel, the Traveller must have a valid passport or another appropriate valid document on the basis of which they may be granted entry into a particular country, all in accordance with applicable regulations on travel documents. The Traveller must obtain, at their own cost and independently, and have throughout the entire duration of travel, a valid passport or other travel document on the basis of which they may be granted entry into a particular country. Unless otherwise stated in the Travel Program, the minimum passport validity is six months from the date of exit from the country to or through which travel is made. The Traveller is responsible for their passport or other travel document and is solely responsible for its possession, validity and all consequences that may arise from not possessing or using an invalid passport or other document.

If during travel the Traveller's passport or other appropriate document is stolen, destroyed, lost or otherwise alienated, the Traveller must at their own cost obtain a new passport or other appropriate document if necessary for continuation of travel or return to the country of departure. The tour leader or another Agency representative may assist the Traveller, but not to the detriment of regular implementation of the Travel Program. In addition to costs of obtaining new documents, the Traveller must bear all additional costs and fees arising from the described situation.

If the Traveller must interrupt travel due to theft, destruction, loss or any other alienation of the passport or other appropriate document, they have no right to a refund of the paid travel or any cost compensation. In that case, the Traveller shall be deemed to have terminated the Contract and the provisions on termination of the Contract by the Traveller apply. In that case, the Traveller is also responsible for all incurred costs and damage.

16.5. Visas and other documents

The Traveller must independently, at their own cost and within the period determined by the Travel Program, obtain visas and other documents determined by the Travel Program if necessary for the realization of travel. Where possible, the Agency may, for a special surcharge, mediate in obtaining visas and other documents.

The Agency in no case guarantees approval of visas or other documents, nor refund of the amount paid for obtaining them. In case of obtaining a visa or other documents, the Agency is not responsible for their correctness. The Agency does not guarantee the accuracy of information received from competent diplomatic missions and forwarded to the Traveller.

If the Traveller is prevented from departing on or continuing travel due to non-approval of a visa or failure to obtain another document, they shall be deemed to have terminated the Contract, in which case the provisions on termination of the Contract by the Traveller apply. In such case, the Traveller is also responsible for all incurred costs and damage.

16.6. Vaccination and other health travel requirements

If for organizing and realizing travel it is mandatory to obtain an appropriate health document, undergo vaccination or fulfil any other requirement determined by health regulations (e.g. obtaining a certificate of recovery from a certain disease, a certificate that the Traveller has never had a certain disease, a vaccination certificate, a negative PCR test, etc.), the Traveller must independently, at their own cost and within the period determined by the Travel Program, duly fulfil the required condition.

The Agency is not authorized to give the Traveller instructions or recommendations to receive a particular vaccine, undergo a medical procedure or use medicines; for obtaining all information, instructions and recommendations on such matters, the Agency refers the Traveller to an authorized person. The Agency is not responsible for consequences that may arise for the Traveller from vaccination, other medical procedures, use of medicines and similar actions.

If the Traveller is prevented from departing on or continuing travel due to not possessing an appropriate health document, not being vaccinated or not fulfilling another condition determined by health regulations, they shall be deemed to have terminated the Contract, in which case the provisions on termination of the Contract by the Traveller apply. In such case, the Traveller is also responsible for all incurred costs and damage.

16.7. Carrier requirements

The Traveller must ensure that they personally, their documents and luggage meet the requirements set by the carrier.

The Agency is not responsible for decisions by carriers denying transport to the Traveller, nor for costs or other consequences arising from such decisions. If the Traveller cannot depart on or continue travel due to such decision, they shall be deemed to have terminated the Contract, in which case the provisions on termination of the Contract by the Traveller apply. In such case, the Traveller is responsible for all incurred costs and damage.

16.8. Obligation to inform of circumstances affecting travel

The Traveller must, when applying and at any time after submitting the package arrangement reservation application, inform the Agency of all circumstances related to the health condition and habits of all travellers included in their package arrangement reservation application if such circumstances could endanger or significantly hinder the realization of travel or the health and life of the Traveller, such as need for special meals, information about chronic illnesses, allergies, disability and the like.

The Agency will forward the Traveller's request for a special type of meal to service providers upon receipt, but is not responsible for non-fulfilment of the request if they cannot offer the requested type of meal or if service providers make omissions in realizing the request.

The Travel Program may require the Traveller to meet certain conditions related to personal characteristics, e.g. a certain age, certain health condition, certain physical fitness and the like. In that case, the Traveller may use Agency services only if they meet the set conditions. The Traveller must provide the Agency with accurate data about such set conditions. If the Traveller does not meet such set conditions or has provided the Agency with inaccurate data, the Agency may terminate the Contract with effect as if it had been terminated by the Traveller and require the Traveller to pay all incurred costs and damages.

16.9. Obligation to report non-conformity

The Traveller must, without undue delay and taking account of the circumstances, inform the Agency of any non-conformity identified during performance of the travel service covered by the package travel contract.

16.10. Traveller conduct at the destination

The Traveller must comply with all rules and house rules of the accommodation facility, especially regarding the time of commencement of use of the accommodation unit (check-in), the time of vacating it (check-out), and the use of the accommodation unit and other facilities of the accommodation facility. Unless otherwise stated, registration at the accommodation facility and entry into the accommodation unit (check-in) is possible after 14:00 h (or 16:00) on the day of arrival, and vacating the accommodation unit and check-out must be completed no later than 10:00 h on the day of departure, unless individual accommodation facilities have different rules for entry and vacating the accommodation unit. Where possible, the Agency will, in cooperation with the accommodation facility, try to arrange group check-in earlier than officially provided, depending on availability and occupancy of the accommodation facility on the day of check-in. If check-in and check-out times for a particular accommodation facility differ from those stated here, the Traveller will be informed of this directly by the accommodation facility upon registration at the accommodation facility.

If the Traveller in any way endangers the safety, peace or comfort of other Travellers, third parties, or endangers, hinders or prevents the regular course of the Travel Program, the Agency has the right to interrupt the travel for that Traveller, in which case the Traveller has no right to compensation or refund of any monetary funds paid for travel, and is also liable for compensation of damage that may arise from their conduct. If such traveller is a minor, the responsible Traveller for such person must arrange the minor traveller's return home at their own cost.

The Traveller undertakes to comply with all reasonable instructions of the tour leader or another Agency representative. In the event of any dissatisfaction, the Traveller must cooperate in good faith with the tour leader or another Agency representative and try to resolve the matter of dissatisfaction without disturbing other Travellers, third parties or damaging the Agency's reputation.

The Traveller must during travel comply with personal safety rules to the extent that any average person would apply. The Agency is not responsible for actions of the Traveller relating to their personal responsibility.

In the event of any breach of the Contract or positive regulations, the Traveller is responsible for the resulting damage as well as for any other damage caused by them and suffered by the Agency, another traveller, service providers or third parties. The Traveller shall settle any damage caused by them on site directly to the person to whom they caused the damage. For any such damage that the Agency may settle on their behalf, the Agency has the right of recourse after return from travel. In the event of breach of the Contract or positive regulations and causing damage by the Traveller, all travellers on the same reservation application are jointly and severally liable for compensation.

17. LUGGAGE

Transport of luggage is regulated by the terms of the individual carrier. Transport of luggage up to a certain weight, determined by the carrier, is free of charge. In air transport, excess luggage is paid by the Traveller according to the carrier's applicable rules and prices. The Agency assumes no responsibility for lost or damaged luggage. Reports of lost luggage are submitted by the Traveller to the carrier or hotel. In air transport, the airline is solely responsible for luggage on the basis of regulations applicable in air traffic. In the event of loss of luggage, the Traveller completes the PIR form of the airline that carried out the transport and submits it to the airline representative, retaining one copy for themselves. Based on the completed form, the airline will, in accordance with its rules, possibly pay compensation to the Traveller under regulations applicable in domestic and international passenger air traffic. In the event of loss of luggage at a hotel, the Traveller submits the claim to the hotel where the luggage was lost. We recommend taking out a luggage insurance policy.

18. INSURANCE IN CASE OF INSOLVENCY

In the event of inability to pay or bankruptcy of the travel organizer, Travellers found on travel should contact the insurer UNIQA OSIGURANJE d.d. as quickly as possible and provide an address or telephone number where the insurance representative can contact them. This document is valid as confirmation of insurance in case of bankruptcy or inability to pay of the Agency. Guarantee insurance policy number: 11-7002470210.

19. LIABILITY INSURANCE FOR DAMAGE CAUSED TO THE TRAVELLER BY NON-PERFORMANCE, PARTIAL PERFORMANCE OR IMPROPER PERFORMANCE OF OBLIGATIONS RELATED TO TRAVEL

In accordance with the Act on the Provision of Tourism Services, the Agency has concluded with the insurer an insurance contract for liability for damage caused to the traveller by non-performance, partial performance or improper performance of obligations related to travel.

The policy number is OV0682940882 and guarantee insurance with Adriatic osiguranje, policy number OV0682940883.

20. COMPLAINT RESOLUTION

The Traveller has the right to complain about an unfulfilled contracted service. The Traveller must submit a written complaint to the Agency within 8 days from the end of travel. Complaints submitted after expiry of the deadline will not be considered. It is the Traveller's obligation and in the Traveller's interest to act in good faith and show willingness to resolve the complaint during travel, and to send their written complaint to the service provider on site (reception, carrier, hospitality provider or travel agency at the destination) and request written confirmation from the service provider that the complaint has been received. Each Traveller submits a complaint separately. The Agency will not consider group complaints. The Agency must respond to the complaint in writing within 15 days of receipt of the complaint. If necessary, in order to collect information and verify the complaint allegations, the Agency may postpone the response deadline by another 15 days, of which it must inform the Traveller who submitted the complaint in writing. The Agency will resolve only those complaints for which the Traveller provides evidence that they submitted a written complaint to the service provider on site and that the cause could not be remedied on site. If due to the Agency's fault there was non-performance of the Program or part of the services, the Traveller is entitled to compensation in the amount of the actual value of unused services. In the event of conclusion of a contract under the "Fortuna system" or "Last minute offer", the Traveller has no right to complain about accommodation. Until the Agency gives a written response to the complaint, the Traveller waives mediation by any other person, UHPA arbitration, court institution or providing information to the media. Before initiating court proceedings, we recommend contacting the Arbitration Commission of UHPA (Association of Croatian Travel Agencies, www.uhpa.hr), of which the Agency is a member. The Traveller and the Agency will try to resolve all disagreements amicably, according to the prescribed procedure, and if this is not possible, jurisdiction of the court in Zagreb and application of Croatian law are agreed, excluding provisions of private international law.

21. PERSONAL DATA PROTECTION

The Traveller provides personal data voluntarily. The Traveller's personal data is required in the process of realizing contracted arrangements and will be used for further communication. The Agency undertakes not to transfer the Traveller's personal data outside the country, except for the purpose of realizing contracted arrangements. Exceptions to providing personal data to third parties relate to:

- contracting travel insurance policies, namely if the Traveller concludes an insurance policy, their personal data will be forwarded to the insurance company.

fulfilment of obligations towards state authorities, and

protection of the Agency's legitimate interests.

The Traveller's personal data will be kept in a database, in accordance with the Agency's decision on the method of collecting, processing and storing personal data.

The Traveller agrees that their data may be used for the Agency's marketing activities.

The Traveller may at any time withdraw consent for processing their data for the purpose of the Agency's marketing activities.

22. GIFT VOUCHERS

A gift voucher is a means of payment in paper form, numbered with a unique number upon issuance. The Agency issues it upon payment of funds made and determined in amount by the user. A gift voucher may be used for travel of choice from the Agency's offer. The amount on the gift voucher is valid until the date stated on the voucher; after expiry of the period, the amount on the gift voucher cannot be used. Payment of the already paid monetary amount on the gift voucher is not possible. By paying the amount, the user accepts the provisions of these General Terms governing gift vouchers and is deemed to be familiar with them.

23. FINAL PROVISIONS

These General Terms are available at all times on the Agency's website www.integral-zagreb.hr.

The Agency has the right to amend these General Terms at any time by publishing the amended text of the General Terms on the Agency's website.

If any provision of the Contract or these General Terms becomes null, invalid or unenforceable, this shall not affect the validity or enforceability of the remaining provisions of the Contract and General Terms. Any such null, invalid or unenforceable provision shall be deemed replaced by an appropriate provision that, in accordance with the economic purpose and objective and to the extent permitted by law, comes closest to the original intention of the Agency and the Traveller.

These General Terms enter into force on the date of publication on the Agency's website and supersede all previous terms and travel instructions.