General Terms & Conditions

Introductory note

The general conditions and instructions for providing travel services of a travel agency (hereinafter: General Terms) published here are an integral part of the package arrangement program and the Package Arrangement Agreement (hereinafter: the Contract) concluded between the travel agency DOMINIUM TRAVEL D.O.O., Petra Svacica 29, 20000 Dubrovnik (hereinafter: RebranD or the Organizer), or the seller of the package arrangements and the passenger (hereinafter: the Client). The terms used in these General Terms and Conditions have the meaning determined by the Act on the Provision of Services in Tourism (OG 130/2017), unless otherwise explicitly stated. If a regulation published in a particular arrangement program is different from one published in the General Terms and Conditions, the regulation stated in the program applies.

Preliminary information -Regarding travel offers on the website, brochure, leaflet, catalog, etc.

RebranD pays great attention to the presentation on promotional materials, but there may be irregularities and errors that RebranD will seek correct as soon as possible. RebranD is not responsible for any errors in the press, on the website, or for subsequent changes in new editions of promotional materials and programs that drew the attention of the Client, before the conclusion of the Agreement.  Relevant information are to be found in the Agreement, not in promotional materials.

In addition to the general conditions of travel, the passenger is provided with standard information form regarding the Contract and his rights in accordance with the Law on the provision of services in tourism.

When a combination of package travel services is offered, in terms of the Law on Provision of Services in Tourism, the Client has all the rights arising from the Law related to the package deal. The travel agency Dominium Travel is fully responsible for the proper execution of the package deal as a whole. Travel agency Dominium Travel has a legally determined guarantee for compensation of passenger payments and, if the transport is included in the package deal, ensuring the repatriation of passengers in case it becomes insolvent.

Applications and Contracting

The Client can apply for packages organized by Dominium Travel online, by telephone, e-mail or other means of distance communication and at other authorized agents. By signing a contract, voucher or application form, or by dictating the credit card number when purchasing services through distance communication means, the Client fully accepts these Terms and Conditions which they have carefully studied.

When signing up and for the purpose of booking the selected service, the Client will pay 30% of the cost of the package (per person) unless otherwise specified in the program. The difference to the full price of the arrangement is payable no later than 21 (twenty-one) days before the start of the trip unless otherwise specified in the program (the exception being payment by installments).

Content and the Price of the Arrangement

The price of the arrangement includes the services stated in the travel program under "Price includes" and may include various fees. The price of the arrangement does not include special services listed under "Price does not include". Optional services can be contracted in advance and will be recorded in the Contract. These services should be requested at the point of booking and are an add-on cost to the price of the package. Optional and special services requested by the Client during the travel period are payable to the tour escort or travel agent representative in the currency of the country where the service is provided. The prices of the arrangement are published in HRK (kuna) and calculated according to the prices of services in the reference currency at the sales exchange rate of the tour organizer's bank on a specific day.

Change of the contracted price of the Arrangement

The Organizer reserves the right to change the published prices if the price increase is exclusively a direct consequence of the change in:

a) Prices of passenger transport resulting from fuel costs and/or other energy sources;

b) the amounts of taxes and/or charges for travel services covered by the Contract determined by third parties not directly involved in the execution of the package, including tourist taxes, landing fees or charges for embarkation or disembarkation at ports and airports;

c) Exchange rates that are relevant to the package deal.

No customer consent is required for the increase in price up to 10%. The price increase, regardless of the amount, is possible only if the Dominium Travel in writing, and no later than 20 days before the start of the trip, notifies the Client about the price increase in a clear and understandable way, with calculation and explanation of the increase.

Amendment of other terms and conditions

Prior to the start of the package, the Organizer may not change the terms of Contract, except for the price in accordance with Article 5 of the General Terms and the Tourism Services Act, unless such right is provided for in the Contract. If the change is insignificant and if stated in a clear, understandable and easily observable manner on the permanent data carrier notifies the Passenger of the change. In case Organizer is forced to significantly change any of the main features of the travel services before the start of the package or fails to meet the agreed special requirements of the Client or proposes to increase the price of the package by more than 10%, the Client may accept the proposed amendment, or terminate the contract without paying the termination fee. The Client must inform the Organizer exclusively in writing, within 2 days of the notice. If the passenger does not submit his consent to the Organizer in writing and within the specified period, the contract shall be deemed terminated.

If the Client terminates the travel contract, the Organizer is obliged to return all payments made without undue delay, and no later than 14 days from the termination of the contract, and to compensate the Traveler if necessary.

Obligations of the Organizer

The Organizer is obliged to take care of the execution of services, as well as the choice of service providers, with an attention of a good businessman and to take care of the rights and interests of the Client in accordance with good customs in tourism. The Organizer is obliged to provide the passenger with all contracted services for a particular arrangement and to provide answers due to possible non-performance of services or part of services. The Organizer will perform all the above obligations from its programs in full and in the manner described, except in case unforeseen circumstances. If possible, Organizer will offer a replacement solution in such cases. The Organizer is not obliged to provide services outside these General Travel Conditions.

Travel documentation

All travel documents will be delivered to the Client no later than 5 days before departure unless specified otherwise in the program. Travel documentation include original voucher, travel program, and airline ticket (if applicable).

Travel Documents and Client obligations

  1. The Client is obliged to have valid personal travel documents. When concluding the Contract, the Client is obliged to provide personal data and timely submit all documentation and data necessary for the organization of the trip.

  2. The Client is obliged to inform the Organizer about all facts regarding his health, habits, etc., which could jeopardize the course of the trip (if for health and other reasons he seeks a certain type of food, suffers from chronic diseases, allergies, etc.).

  3. The Client is obliged to comply with customs, foreign exchange and other regulations, as well as laws and other bylaws of the Republic of Croatia and other countries through which he passes and in which he resides. In case of impossibility to continue the trip due to violation of regulations by the Client, all incurred costs will be covered by the Client. If during the trip there is a loss or theft of travel documents, the costs of issuing new documents will be borne by the Client. The Organizer Companion will assist the Client in the event of the above situation, but taking into account the normal course of the travel program. The Organizer cannot be charged for the costs and possible damage that the traveler may suffer on this basis. The Client is obliged to ensure that he personal belongings and document meet the conditions provided by visa, border, customs, health and other regulations, both the Republic of Croatia and the country to which they travel, to adhere to the house rules in catering and hotel facilities and to cooperate with the representative of the travel organizer (tour guide or guide) and service providers in good faith. In case of non-compliance with the above obligations, the passenger is liable for the damage, and the Organizer is free of responsibility. In that case, the Client pays the amount of damage to the owner of the facility (hotel, apartment, etc.) at the spot.

  4. The Client is obliged to adhere to the rules of conduct in accommodation facilities or means of transport and his actions must not impede the smooth running of the travel program and not endanger the rights of other passengers in using the services of the Organizer. In the event that the Client causes damage to the service provider in the accommodation facility or means of transport or prevents the regular and undisturbed travel program, he is obliged to immediately eliminate or compensate the injured party and is obliged to cooperate with the service provider and the Organizer. If the Client endangers the regular and uninterrupted running of the travel program, the Organizer, in addition to the right to compensation, has the right to interrupt the trip, in which case the trip will be considered interrupted at the request of the passenger whereby the Organizer is not obliged to bear the costs of returning to the place of departure.

  5. The Client is obliged, without undue delay and taking into account the circumstances, to inform the Organizer of any non-compliance found during the performance of the travel service covered by the Contract.

Passenger luggage

The weight of allowed baggage included in the price of the package on air travel depends on the airline and will be specified in the final letter. Excess luggage is paid by the Client according to the applicable rules and prices of the carrier. For the transport of special luggage, such as bicycles, surfers or golf equipment, the passenger is obliged to pay additional costs to the carrier, mainly on departure. In any case, the transport of this type of luggage must be announced at check-in. Notwithstanding the above, due to limited capacity, the carrier is in any case entitled to refuse the carriage of such special type of baggage. All costs or damage that may occur as a result are borne by the Client. Children, regardless of age, are not entitled to free luggage transport by air. The Organizer is not responsible for the transport of luggage, agent or intermediary. The Organizer does not take responsibility for lost and / or damaged luggage. Any irregularity related to luggage (delay, loss and / or damage to luggage) the Client must, without delay, report directly to the carrier, if the irregularity occurred during transport, or the hotel if the irregularity occurred during accommodation. In air transport, checked baggage is the responsibility of the air carrier to which the baggage is handed over for carriage in accordance with the regulations in force in air transport, while for hand baggage, including baggage marked "Delivery at Aircraft" and temporarily placed in the trunk, responsible Client personally. In case of irregularities, the Client fills in an irregularity report directly with the carrier or an agent authorized by the carrier to deal with irregularities in the carriage of luggage. Based on this application, the carrier pays compensation in accordance with the regulations in force in domestic and international passenger air transport. In case of loss, damage and / or theft of luggage in the hotel, the traveler requests compensation for the hotel where the luggage was lost, damaged and / or lost. The Client is obliged to take care of his belongings and luggage brought into the passenger cabin of the means of transport (aircraft, bus, train, ship, etc.) and is obliged to take them with him every time he leaves the means of transport. We recommend folding the luggage safety shelf. Based on this application, the carrier pays compensation in accordance with the regulations in force in domestic and international passenger air transport. In case of loss, damage and / or theft of luggage in the hotel, the Client requests compensation for the hotel where the luggage was lost, damaged and / or lost.

Categorization and service descriptions

The offered accommodation capacities (hotels, private accommodation and other facilities) in RebranD programs are described according to the official categorization of Republic of Croatia at the time of the issuance of the program. Local categorization differs significantly in individual countries. Comfort, food, accommodation unit content and other services are supervised by local and state tourism authorities.

The Organizer assumes no responsibility for any oral or written information that is inconsistent with the description of the services and facilities in the published programs obtained by a third party.

Accommodation in rooms and apartments

Room allocation is determined by the accommodation reception staff. If the Client does not explicitly negotiate a particular room/apartment, they will accept any officially registered accommodation unit for each object listed in the travel program and the price list. If possible, the Organizer will try to satisfy the pre-announced request of the Client for accommodation (baby cot, room orientation, floor, etc.) but cannot guarantee the fulfillment of the same.

Accommodation is often not possible before 15:00 h on the day of the beginning of service, and it must be vacated until 10:00 h on the day of service completion. Arrivals after 20:00 h must be announced in advance, unless otherwise stated. Pets are allowed in individual cases with a mandatory supplement.

Organizer’s right to cancel travel or change the program

If a sufficient number of passengers does not book the tour program, the Organizer reserves the right to cancel the trip 7 days before the start of the trip. Organizer is obliged to return the full amount without undue delay and no later than 14 days from the termination of the Contract, provided that the Client sent the Organizer the information necessary for a refund

The minimum number of passengers required for a tour is clearly specified in each program / arrangement.

In case of extraordinary circumstances the Organizer reserves the right to a full or partial change, or elimination of the tour program. The agreed accommodation can be replaced only with accommodation in the same or higher category.

The Organizer reserves the right to change the day and/or hour of departure due to changes in the schedule and/or unforeseen circumstances, as well as the right to change the direction of travel if the travel conditions change (security situation in the country and/or at transfer points and/or destination, weather (un) opportunities) without compensation payment, and according to the applicable regulations in international traffic. Also, Organizer reserves the right to change the order of the program, when it comes to public holidays and the like, and due to the change of working hours of certain facilities that are visited.

In the case of airline tickets, airline taxes are subject to change until the day the airline ticket is issued. In the event of an increase in airfare, the passenger is obliged to bear the cost of the difference in price. The Client is entitled to a price reduction corresponding to any reduction in costs specified in this Article which occurs after the conclusion of the Contract and before the start of the package deal. In case of price reduction, the Organizer has the right to deduct the actual administrative costs from the amount of refund owed to the passenger.

Travel cancellation by Client

The Client has the right to cancel the trip before its start, but he must do so in writing. In this case, the Organizer is entitled to reimbursement of costs due to the canceled trip. Mentioned amount is determined by the day of the Client's cancellation.

If the Client cancels the paid arrangement, the Organizer retains from the total price of the arrangement:

- Cancellation up to 61 days before departure 25% of the package price

- 60 - 46 days before departure 40% of the package price

- 45 - 32 days before departure 50% of the package price

- 31 - 0 days before departure 100% of the package price

- After departure, or "no-show" or for the interruption of the trip caused by the Client, 100% of the package price will be charged.

These costs also apply to changes in the date of departure and/or accommodation as well as to all other significant changes. If 21 days before departure the Client does not pay the balance to the total price or does not provide documentation for the undisputed payment of the total price, it will be considered that he canceled the reservation without the possibility of refunding the advance payment.

Free cancellation is possible within 24 hours of booking.

Complaints

The Client has the right to complain about incomplete or poor quality services from the contract.

Complaint procedure:

- Immediately on the spot, the Client can forward his complains about the inappropriate service to the representative of the Organizer and/or the service provider (accommodation facility, carrier, etc.). The Client is obliged to cooperate with the representative or service provider in good faith to eliminate the causes of the complaint. If the passenger does not accept the offered solution to the complaint on the spot, which corresponds to the paid service, the Organizer will not accept the subsequent passenger's complaint or respond to it.

- If the cause of the complaint would not be eliminated, the passenger draws up a written record with the representative - a statement.

- No later than 7 days from the end of the trip, the Client submits a written complaint and attaches a written statement signed by the representative and any invoices for additional costs.

Only fully documented complaints received within the specified period will be taken in consideration. If the Client files a written complaint after the mentioned deadline, the Organizer is not required to consider such a complaint.

- The Organizer is obliged to make a written decision on the complaint within 15 days of receiving the complaint. The Organizer may postpone the deadline for resolving the complaint for an additional 15 days due to the collection of information, of which he is obliged to inform the complainant in writing. The Organizer will resolve only those complaints for which the cause could not be remedied during the trip. Until the Organizer makes a decision, the traveler waives the mediation of any other person, court institution and giving information to the media. The highest fee per complaint can reach the amount of the advertised part of the services, it cannot include the already used services as well as the entire amount of the arrangement. This excludes the right of customers to compensation for ideal damages. The Client and the Organizer will try to resolve possible disputes amicably in accordance with the terms. If this is not possible, in the event of a dispute, the court in Dubrovnik has jurisdiction, and Croatian law applies.

Warranty in case of insolvency or bankruptcy of the tour Organizer

Pursuant to the Tourism Act, in case of insolvency or bankruptcy of Dominium Travel d.o.o, Clients affected by it while traveling, as well as persons who made down payments for a travel should contact the provider stated on the travel certificate or on another corresponding document as soon as possible. Insurance company CROATIA Osiguranje d.d. policy no.

Personal data protection

The personal data collected is used for the purpose of requested service, including the transmission of personal data to third parties involved in the tour. All personal data is strictly kept and is only available to employees. All Dominium Travel employees and business partners are responsible for adhering to the principles of privacy protection. This data can, with the consent of the Client, be used for further mutual communication and for the delivery of marketing messages. The Client can always exclude himself from marketing activities. Dominium Travel undertakes to store personal data in a database, in accordance with the Personal Data Protection Act.

Final provisions

These General Terms and Conditions are an integral part of the agreement between the Client and Dominium Travel.

They comply with EU Directive 2015/2302 of the European Parliament and of the Council of 25 November 2015 on package travel and associated arrangements, as well as the Law on the Provision of Services in Tourism 130/2017 which has been in force since 1 July 2018.

 Amendments to General Terms and Conditions should be published so that they are available and binding to interested parties. The General Terms and Conditions are published on the website https://www.rebrand-croatia.com/ and exclude all previous editions.

Headquarters

Dominium Travel d.o.o.

Petra Svačića 29

20000 Dubrovnik, Hrvatska

Contact

23.11.2020.