Algemene voorwaarden

In the event the Traveller wishes to change or cancel a reservation made according to his/her request, he/she must do so in writing (via e-mail or fax). Changes constitute a change in the number of people or the names of the travellers, the date of the commencement and/or end date of the service and must be made no later than 30 days prior to the beginning date of the service in question. The first reservation change, provided that additional expenses can be avoided, will be performed without any extra charge. For each additional change a fee of 15 Euro per change will be charged. If a reservation change is not possible and the Traveller cancels the confirmed reservation, the cancellation terms stated below apply. Change of accommodation unit and all other changes made within 30 days before the beginning of the reservation as well as during the reservation will be considered a cancellation.
In case of a fixed confirmed reservation, the date on which the written cancellation is received, during the Agency's working hours, represents the basis for the calculation of costs.  If the written cancellation is received outside Agency working hours, as the date of cancellation the following working day the agency will be taken into consideration.
For cancellation of private accommodation the cancellation charges are as follows:
a.    for a reservation cancelled up to 30 days prior to the beginning date of the service 30% of the total amount of the reservation or a minimum of 15 Euro
b.    for a reservation cancelled from 29 to 15 days prior to the beginning date of the service 50% of the total amount of the reservation will be charged
c.    for a reservation cancelled from 14 to 8 days prior to the beginning date of the service 80% of the total amount of the reservation will be charged
d.    for a reservation cancelled from 7 to 0 days prior to the beginning date of the service 100% of the total amount of the reservation will be charged
e.    If the traveler does not arrive to the destination or cancels the service of the accommodation after it began, 100%  of the total amount of the reservation will be charged
For cancellation of hotels the cancellation charges are as follows:
a.    for a reservation cancelled up to 30 days prior to the beginning date of the service 15% of the total amount of the reservation or a minimum of 15 Euro
b.    for a reservation cancelled from 29 to 22 days prior to the beginning date of the service 30% of the total amount of the reservation will be charged
c.    for a reservation cancelled from 21 to 15 days prior to the beginning date of the service 50% of the total amount of the reservation will be charged
d.    for a reservation cancelled from 14 to 8 days prior to the beginning date of the service 80% of the total amount of the reservation will be charged
e.    for a reservation cancelled from 7 to 0 days prior to the beginning date of the service 100% of the total amount of the reservation will be charged
f.    if the traveler does not arrive to the destination or cancels the service of the accommodation after it began, 100%  of the total amount of the reservation will be charged
For cancellation of villas the cancellation charges are as follows:
a.    for a reservation cancelled up to 45 days prior to the beginning date of the service 30% of the total amount of the reservation or a minimum of 15 Euro
b.    for a reservation cancelled from 44 to 30 days prior to the beginning date of the service 50% of the total amount of the reservation will be charged
c.    for a reservation cancelled from 29 to 21 days prior to the beginning date of the service 65% of the total amount of the reservation will be charged
d.    for a reservation cancelled from 20 to 15 days prior to the beginning date of the service 80% of the total amount of the reservation will be charged
e.    for a reservation cancelled from 14 to 8 days prior to the beginning date of the service 90% of the total amount of the reservation will be charged
f.    for a reservation cancelled from 7 to 0 days prior to the beginning date of the service 100% of the total amount of the reservation will be charged
g.    if the traveler does not arrive to the destination or cancels the service of the accommodation after it began, 100%  of the total amount of the reservation will be charged
For cancellation of lighthouses the cancellation charges are as follows:
a.    for a reservation cancelled up to 45 days prior to the beginning date of the service 10% of the total amount of the reservation or a minimum of 15 Euro
b.    for a reservation cancelled from 44 to 17 days prior to the beginning date of the service 50% of the total amount of the reservation will be charged
c.    for a reservation cancelled from 16 to 0 days prior to the beginning date of the service 100% of the total amount of the reservation will be charged
d.    if the traveler does not arrive to the destination or cancels the service of the accommodation after it began, 100%  of the total amount of the reservation will be charged
For every cancelled reservation the Agency charges a fee of 25 Euro for handling expenses.

In the event the Traveller must cancel a reservation within 7 days before the beginning date of the service, the Agency offers the Traveller the possibility of finding a new Traveller/User for the same reservation if possible (this depends on the service provider). In that case, the Agency will only charge the actual cost of the passenger change. The new reservation holder accepts all the obligations stated in these General Terms and Conditions.
In the event the Traveller does not arrive to the accommodation by midnight on the beginning date of the service, without contacting the Agency or the service provider, the reservation will be cancelled and the corresponding cancellation fees will be charged according to the above mentioned terms.
The Agency is not obligated or responsible for reimbursing the Traveller for the cost of his/her travel documents or visas relating to the reservations cancelled by the Traveller.
 

The cost of the trip does not include the travel insurance "package": insurance against accidents and illnesses that may occur during the trip, damage or loss of luggage or voluntary health insurance. Should the Traveller request additional insurance, arrangements can be made directly with the insurance company or at the Agency itself wherein the Agency acts only as a mediator. Please read the insurance Terms and Conditions carefully before purchase.
 

Each Traveller is responsible for lost, damaged and/or stolen property left unsupervised. The Agency is not responsible for lost, damaged or stolen luggage, nor for stolen luggage or valuables kept in the accommodation unit (renting a safe if possible or buying an insurance package which would include luggage insurance is recommended). Lost or stolen luggage is to be reported to the accommodation service provider or to the relevant police station.

The Agency reserves the right to make changes of reservations in the event of circumstances which cannot be predicted, avoided or eliminated (see Article 2). A reserved accommodation unit can only be changed with prior notification to the Traveller for an accommodation unit of the same category or of a higher category and at the price at which the Traveller confirmed the reservation. If the replacement accommodation is only possible in a higher-category unit where the price is 15% higher than the price of the paid reservation, the Agency reserves the right to charge the Traveller for the difference in agreement with the Traveller. In the event a replacement accommodation unit cannot be arranged, the Agency reserves the right to cancel the reservation with first notifying the Traveller no later than 7 days prior to the beginning of the service and guarantees a full refund of the paid amount. If the Agency cancels a reservation, the Traveller is not entitled to any compensation from the Agency and the Agency is only obligated to refund the amount paid to the Agency's account. If an adequate replacement unit is not available on the day of the commencement of the service, the Agency will make an effort to provide the Traveller with information on possible alternative arrangements which are not a part of the Agency's offer and will refund the Traveller with the full amount paid for the reservation.

Each traveller - reservation holder has a right to file a complaint if the paid services wes not provided.  The Traveller is obligated to file a complaint on the day of his/her arrival at the location to the service provider and to inform the Agency office by email at info@adriagate.com or by phone at +385 (0)21 271 870. The Traveller is obligated to cooperate with the Agency representative as well as with the service provider in a well-intentioned manner so that the cause of the complaint can be resolved.  If upon arrival the traveller is not satisfied with the state of the accommodation and leaves the accommodation on his own initiative and finds another accommodation without giving the agency a chance to resolve the issue, correct the cause of the discontent, or find another accommdoation for the Traveller, the Traveller does not have a right to request a refund or make a claim for compensation, regardless of the fact that his/her reasons were justified or not.
Should the Traveller accept the proposed solution which corresponds with the service rendered on the spot, the Agency will not take additional complaints into consideration or respond to them.
If the problem is not resolved on the spot following an intervention, the Traveller is obligated to submit a written complaint along with supporting documents as well as any photographs to support the complaint to the agency by e-mail at info@adriagate.com or by post mail no later than 8 days following the return of the Traveller from his/her trip. The Agency shall only take into consideration fully documented complaints which are received within the 8-day deadline.
The agency is obligated to make a written solution to the complaint within 14 days of receipt of the written complaint. The agency can postpone the deadline in order to collect the evidence and check the claim quotes with the service provider but not for more than 14 days. The agency will take into consideration only those claims whose cause could not be resolved on the spot.
Until a decision has been made by the Agency, in other words for the duration of the 14/28 days after the complaint has been filed, the Traveller relinquishes the right to involve a third party, the arbitration of the UHPA or other institutions, publicly disclosing information as well as filing suit. The highest amount of compensation per complaint can amount to the complaint portion of the service and cannot encompass the used portion of the service or the total amount of the service. The law of tourism excludes the Traveller's right to be compensated for ideal damages.
If the Traveller is not satisfied with the answer from the organizer, and has used services from an agency that is a member of UHPA and complined with the above mentioned guidelines for the implementation process of the complaint, the Traveller can appeal to arbitrage UHPA.  In accordance with the Rules of Arbitration, the entire process should be completed within a  month . During this process the organizer will either agree on the damages or the Traveller will with a small fee, learn that even in court, to which the Traveller can still appeal, there is almost no chance of winning the lawsuite.
The Agency cannot be held responsible for climate conditions, cleanliness, and the temperature of the sea, nor for other similar situations and events which can result in the dissatisfaction of travellers and are not a direct result of the accommodation unit (for example, bad weather, improperly maintained  beaches, crowds, lost or stolen property and such).
 

The Traveller provides personal information of his/her own free will. Personal information is required for processing requested services. The same information shall be used for inter-communication. The Agency is under obligation that the personal information of the Traveller will not be taken out of the country or given to a third party except for the purpose of carrying out requested services. The personal information will be kept in a database in accordance with the Management's decision on the method used for collecting, processing and securing personal information. With the acceptance of these General Terms, the Traveller gives permission for his/her personal information to be used for promotional offers of the Agency.

Paying a deposit or payment in full signifies that the Traveller fully comprehends and accepts the aforementioned terms.

The Traveller and the Agency will aim to settle possible law suits in the application of this Agreement and if an agreement cannot be reached the issue will become subject to the decision of the Split Court jurisdiction, under the authority of the laws of the Republic of Croatia.