Terms and conditions

GENERAL TERMS AND CONDITIONS OF BUSINESS CROATIAUP / VANADIS TRAVEL j.d.o.o.

1. GENERAL PROVISIONS

These General Terms and Conditions govern the rights and obligations of Vanadis Travel j.d.o.o., travel agency, as the organizer and/or intermediary of travel services, and the traveler or user of the travel services.

They form an integral part of the travel contract, booking or other agreement for the provision of travel services concluded between the traveler and Vanadis Travel j.d.o.o.

By using the CroatiaUp.com website, submitting an inquiry, making a booking or making a payment for a travel service, the traveler confirms that they have read, understood and accepted these General Terms and Conditions.

2. TRAVEL AGENCY DETAILS

Vanadis Travel j.d.o.o. – Travel Agency
Palmotićeva ulica 27
HR-10000 Zagreb
Croatia

OIB: 98589009005
Company Registration No. (MBS): 02969602
Travel Agency ID: HR-AB-01-080827347
Commercial Court: Zagreb
Court Register No.: 080827347

E-mail: info@croatiaup.com
Phone: +385 91 548 0965

IBAN: HR9224840081106361778
Bank: Raiffeisenbank Austria d.d., Zagreb

Travel services and offers are available through the CroatiaUp.com website.

3. DEFINITIONS

For the purposes of these General Terms and Conditions:

• Agency means Vanadis Travel j.d.o.o.
• CroatiaUp means the trade name and online platform through which travel services are offered and sold.
• Traveler means a person purchasing or using a travel service.
• Organizer means a person organizing a package travel arrangement or other travel service.
• Service Provider means a cruise operator, hotel, carrier, rental company, local partner or other third party directly providing an individual service.
• Package Travel has the meaning assigned to it under applicable Croatian legislation.
• Booking means a traveler’s request to use a particular travel service.

4. ROLE OF CROATIAUP – ORGANIZER OR INTERMEDIARY

CroatiaUp, i.e. Vanadis Travel j.d.o.o., may act as:

1. the organizer of a package travel arrangement or travel service; or
2. an intermediary selling travel services organized and provided by another organizer or service provider.

In each individual case, the traveler will be informed, where applicable, who the organizer or service provider of the particular service is.

Where the Agency acts solely as an intermediary, responsibility for the performance of the individual service primarily rests with the relevant service provider or organizer, in accordance with the applicable contract and legislation.

5. INFORMATION ABOUT TRAVEL SERVICES

Information regarding destinations, ships, hotels, cabins, itineraries, transportation, excursions and other services published on the website is intended to be accurate and up to date.

Certain details may change due to decisions of service providers, operational reasons, weather conditions or other circumstances.

For the specific terms of a booking, the information stated in the offer, booking confirmation and contract shall apply.

6. PRICES

Prices of travel services are stated with each individual offer.

Unless otherwise specified, the price applies only to the services expressly included in the offer.

Additional services, fees, excursions, transfers, gratuities, insurance and other costs not expressly included in the basic price may be charged separately.

The Agency reserves the right to correct obvious errors in prices and information published on the website.

7. BOOKING

A booking may be made through the website, by e-mail, by telephone or by another method approved by the Agency.

A booking becomes binding once it has been accepted by the Agency or once a booking confirmation has been issued to the traveler, unless otherwise stated in the offer.

By submitting a booking request, the traveler confirms that all information provided for the purpose of arranging the travel service is accurate.

8. CONTRACT

A contract between the traveler and the Agency or another organizer is concluded upon acceptance of the offer and/or confirmation of the booking, depending on the particular service.

The conditions of the specific trip, including price, payment deadlines, cancellation conditions and other special conditions, may be stated in the offer and booking confirmation.

In the event of a discrepancy between these General Terms and Conditions and special conditions applicable to a particular offer, the special conditions shall prevail to the extent that they specifically regulate that service.

9. PAYMENT

The traveler is required to make payment within the deadlines specified in the offer, booking confirmation or invoice.

Unless otherwise stated, a booking shall be considered confirmed once payment has been received or in accordance with the conditions applicable to the particular service provider.

In the event of late payment, the Agency may, in accordance with the applicable booking conditions, cancel the booking.

10. PAYMENT CONFIRMATION AND TRAVEL DOCUMENTS

After payment has been recorded, the traveler will receive a booking confirmation and/or other documents required for the trip.

The traveler is responsible for checking all information contained in the documents and must immediately notify the Agency of any errors.

11. CANCELLATION BY THE TRAVELER

The traveler may cancel a booking in accordance with the cancellation conditions applicable to the particular travel service.

Any cancellation fees depend on the terms of the relevant organizer or service provider and the time remaining before the start of the trip.

Where specific conditions have not been stated, applicable statutory provisions and the conditions specified in the booking confirmation shall apply.

12. CANCELLATION OF PACKAGE TRAVEL

Where the booking concerns package travel, the traveler’s rights in the event of cancellation are governed by applicable Croatian legislation and the terms of the contract.

Where applicable legislation provides the traveler with a right to terminate the contract without a cancellation fee, the relevant statutory provisions shall apply.

13. CHANGES TO A BOOKING

Requests to change the travel date, number of travelers, type of accommodation, ship or other elements of a booking are subject to availability and the conditions of the relevant service provider.

A change may be subject to an additional fee.

14. TRANSFER OF THE CONTRACT TO ANOTHER TRAVELER

Where permitted by applicable legislation and the conditions of the particular trip, the traveler may request that the contract be transferred to another person.

Any actual and reasonable costs associated with the change may be charged to the traveler.

15. CHANGES BY THE ORGANIZER

The organizer may, where permitted by the contract and applicable legislation, make certain changes to the program before or during the trip.

The traveler will be informed of significant changes in accordance with applicable legislation and the terms of the contract.

16. CHANGES TO ITINERARIES AND CRUISES

For cruises, the itinerary may be changed due to weather conditions, passenger safety, decisions of port authorities, technical reasons, maritime conditions or other circumstances beyond the organizer’s control.

Such changes do not automatically constitute grounds for compensation or a refund where they have been made in accordance with the contract and applicable legislation.

17. CHANGE OF SHIP OR ACCOMMODATION

Where necessary, the organizer or service provider may replace a ship, hotel, cabin or other accommodation with an appropriate alternative.

Where the replacement differs materially from the contracted service, the traveler’s rights shall be determined in accordance with the contract and applicable legislation.

18. MINIMUM NUMBER OF TRAVELERS

Certain travel arrangements may require a minimum number of travelers.

If the minimum number is not reached, the organizer may cancel the trip in accordance with the conditions and deadlines stipulated in the contract and applicable legislation.

19. SPECIAL REQUESTS

Special requests, such as dietary requirements, a specific cabin type, special equipment or other requirements, must be communicated by the traveler at the time of booking.

The Agency will forward the request to the relevant service provider, but acceptance of the request depends on the provider’s availability and confirmation.

20. TRAVEL DOCUMENTS, VISAS AND HEALTH REQUIREMENTS

The traveler is responsible for possessing valid travel documents, visas, permits and other documents required for the trip.

The traveler is also responsible for meeting any health and other requirements applicable to their journey.

The Agency may provide information regarding known requirements, but final responsibility for meeting such requirements rests with the traveler.

21. HEALTH AND FITNESS TO TRAVEL

The traveler must inform the Agency of circumstances that may be relevant to their safe participation in the trip where such information is necessary for arranging the service.

Special rules may apply to services provided to persons with certain medical conditions, pregnant travelers, persons with reduced mobility or other special circumstances.

22. LUGGAGE

The traveler is responsible for their luggage during the trip, except where responsibility for luggage is assumed by a carrier or another service provider under applicable rules.

Limits regarding luggage quantity and weight are determined by the relevant carrier or service provider.

23. ON-BOARD RULES

The traveler must comply with the rules of the ship, hotel, carrier, port and other service providers.

The traveler’s conduct must not endanger the safety of other travelers, crew members, property or the proper operation of the trip.

In cases of serious violations of applicable rules, the service provider may take measures provided for under its rules and applicable legislation.

24. SERVICES NOT PROVIDED

If a contracted service is not provided or is not provided in accordance with the contract, the traveler should notify the Agency, organizer or service provider without undue delay.

The traveler should allow a reasonable opportunity for the problem to be remedied where possible.

The traveler’s rights regarding price reduction, compensation or other remedies are governed by applicable legislation.

25. ORGANIZER’S LIABILITY

Where Vanadis Travel j.d.o.o. acts as the organizer of package travel, its liability is governed by applicable Croatian legislation regulating travel services and package travel.

Where the Agency acts solely as an intermediary, responsibility for the performance of the service rests with the relevant organizer or service provider, in accordance with their terms and applicable legislation.

26. FORCE MAJEURE AND EXTRAORDINARY CIRCUMSTANCES

The Agency and organizer shall not be liable for consequences arising from events that could not reasonably have been foreseen, prevented or overcome.

Such circumstances may include natural disasters, severe weather, epidemics, wars, terrorist events, strikes, decisions of government authorities, border closures, transportation disruptions or other extraordinary circumstances.

The rights of travelers in such circumstances shall be determined in accordance with applicable legislation and the conditions of the relevant contract.

27. ASSISTANCE TO TRAVELERS IN DIFFICULTY

Where legally required, the organizer will provide appropriate assistance to a traveler experiencing difficulties during the trip, in accordance with applicable legislation.

28. TRAVEL INSURANCE

The Agency recommends that travelers arrange appropriate travel insurance.

Depending on the type of trip, travelers may consider cancellation insurance, medical travel insurance, luggage insurance and other appropriate forms of insurance.

The cost of insurance is not included in the travel price unless expressly stated otherwise.

29. TRAVELER COMPLAINTS

The traveler has the right to submit a complaint regarding a provided service.

Complaints may be submitted by:

E-mail: info@croatiaup.com

The complaint should contain a detailed description of the issue, booking details and, where possible, relevant supporting documentation.

The Agency will respond to complaints within the deadlines prescribed by applicable legislation.

30. COMPLAINTS DURING A CRUISE

If a problem occurs during a cruise, the traveler must notify the crew, the organizer’s representative or the Agency without undue delay.

Prompt notification allows the service provider an opportunity to remedy the problem during the trip.

31. ONLINE BOOKINGS AND ELECTRONIC COMMUNICATION

Communication between the Agency and the traveler may take place electronically.

The traveler is responsible for ensuring that the e-mail address and other contact details provided to the Agency are correct.

The Agency shall not be liable for consequences resulting from incorrect information provided by the traveler or from the inability to deliver a message for reasons attributable to the traveler.

32. CARD PAYMENTS AND BANK CHARGES

Where payment by card or other electronic payment methods is available, additional terms of the relevant payment service provider may apply.

Bank charges, international transfer fees or other payment-service charges, where applicable and not included in the price, may be borne by the traveler.

33. PERSONAL DATA PROTECTION

The Agency processes travelers’ personal data in accordance with applicable data protection legislation, including the General Data Protection Regulation (GDPR).

Personal data may be provided to service providers where necessary for the performance of a booking and contract.

Further information regarding the processing of personal data is available in the applicable Privacy Policy on CroatiaUp.com.

34. COPYRIGHT AND WEBSITE CONTENT

The content of the CroatiaUp.com website, including texts, photographs, graphics, logos and other materials, is protected by copyright and other intellectual property rights.

Copying, reproduction or commercial use of the content is not permitted without prior authorization from the relevant rights holder.

35. ACCURACY OF WEBSITE INFORMATION

The Agency makes reasonable efforts to ensure that information published on the website is accurate and up to date.

However, certain information may be subject to changes by hotels, cruise operators, carriers, organizers or other partners.

In the event of a discrepancy, the information contained in the confirmed offer and contract shall prevail.

36. ADDITIONAL SERVICES

Additional services such as transfers, excursions, car rentals, activities, tickets or other services may be available in connection with certain trips.

The conditions and prices of additional services are stated in the relevant offer.

37. LINKED TRAVEL ARRANGEMENTS

Where a traveler books several separate travel services, different rules may apply depending on whether the services constitute package travel or a linked travel arrangement under applicable legislation.

Where applicable, the traveler will be informed of the nature of the contracted services and the responsibility of the individual providers.

38. MINOR TRAVELERS

Special rules of the organizer, cruise operator, hotel, carrier or other service provider may apply to travel involving minors.

The parent or legal guardian is responsible for fulfilling all required conditions and providing any necessary consent.

39. SPECIAL RULES OF SERVICE PROVIDERS

Additional rules of individual service providers may apply to particular travel services.

These may relate in particular to cruises, hotels, transportation, excursions, luggage, passenger conduct, age restrictions and other special conditions.

The traveler is required to comply with such rules where they have been made available to the traveler and form part of the contract.

40. GOVERNING LAW

Relations between the Agency and the traveler shall be governed by the laws of the Republic of Croatia, unless otherwise provided by mandatory applicable law.

Consumer rights shall be governed by mandatory consumer protection provisions that cannot be excluded by contract.

41. DISPUTE RESOLUTION

The Agency will seek to resolve any disputes with travelers amicably.

If a dispute cannot be resolved amicably, jurisdiction shall be determined in accordance with the applicable laws of the Republic of Croatia, while respecting mandatory consumer protection provisions.

42. AMENDMENTS TO THE GENERAL TERMS AND CONDITIONS

The Agency may amend these General Terms and Conditions.

For an individual booking, the terms applicable at the time the contract was concluded and accepted shall apply, unless otherwise permitted by law or contract.

The latest version of the General Terms and Conditions will be published on CroatiaUp.com.

43. FINAL PROVISIONS

If any provision of these General Terms and Conditions is found to be invalid, void or unenforceable, this shall not affect the validity of the remaining provisions.

Matters not specifically regulated by these General Terms and Conditions shall be governed by the applicable laws of the Republic of Croatia.

44. CONTACT

Vanadis Travel j.d.o.o. – Travel Agency
Palmotićeva ulica 27
HR-10000 Zagreb
Croatia

OIB: 98589009005
Company Registration No. (MBS): 02969602
Travel Agency ID: HR-AB-01-080827347

E-mail: info@croatiaup.com
Phone: 091 548 0965

IBAN: HR9224840081106361778
Bank: Raiffeisenbank Austria d.d., Zagreb

Website: CroatiaUp.com