GENERAL TERMS AND CONDITIONS FOR TRAVEL PACKAGE ARRANGEMENTS – Dream Vacations d.o.o. travel agency

1. GENERAL PROVISIONS
The General Terms and Conditions of the Travel Package Arrangements (hereinafter: the General Conditions) are an integral part of the program of the travel package arrangements (hereinafter: the Arrangement) and thus the Agreement on the Organization of Tourist Travel (hereinafter: the Agreement) provided by the travel agency Dream Vacations d.o.o., ID code HR-AB-01-081247201 (hereinafter: the Organizer), in the capacity of the responsible organizer, concludes with the passenger, that is, with the travel contractor, when the contractor concludes the Contract in favor of a third party as a passenger (hereinafter: the Traveler). All information and conditions in the program and in the General Conditions are binding on the Organizer and the Traveler, unless otherwise stated in the Agreement. The notifications that the Traveler orally receives do not oblige the Organizer to a greater extent than the notices and information provided in the travel program itself.

2. APPLICATION
Persons interested in concluding the Agreement shall submit to the Organizer or the authorized travel agency an application for the arrangement by telephone, e-mail, mail and on the Internet on the Organizer’s website https://huat-tours.com (hereinafter: via means of remote communication). When registering, interested persons provide the Organizer or the authorized travel agency with the intermediary the necessary information for the purpose of identification and conclusion of the Contract. If the Traveler does not provide the correct information, he is responsible for all costs or consequences arising from the incorrect information. Further, any change in the Traveler’s name or travel date is paid by the Traveler according to the applicable service rates and company policies. The application submitted is considered a call for proposals / confirmation of reservation. Based on the received application, the Organizer will submit to the Traveler an offer / confirmation of reservation for the conclusion of the Contract, which is considered concluded and mutually binding after it has been signed by both contracting parties or after otherwise expressly expressing their consent for the conclusion of the Contract. A Traveler is deemed to have consent to the conclusion of the Agreement if, upon submission of the offer, he paid the advance of the agreed price as a confirmation of the reservation or if he expressed his consent to the conclusion of the Agreement by means of remote communication. 

3. CONTENTS OF THE ARRANGEMENT
The price of the arrangement, as a rule, includes (unless otherwise stated in the arrangement): transportation services, hotel and catering services and travel arrangements, that is including the services as listed in the program under “Price includes”. Unless otherwise specified in the arrangement, the price of the arrangement may include other services (eg airport taxes, professional and local travel costs, optional excursions, tickets to visit facilities). Some special and additional services (transfers, additional meals, optional excursions, tickets, visas, travel insurance, tips, etc.) that are not included in the published price of the arrangement, which the Organizer may provide and include in the Contract, will require the Traveler to pay separately. If the price of any of the requested services that the Organizer can provide is not specified in the program, The Organizer will inform the Traveler about the price before signing the Contract. The Organizer is not responsible for any special and additional services that the Organizer cannot provide and include in the Contract and those requested by the Traveler for the duration of the arrangement and pay on the spot with the immediate provider, as well as products purchased by the Traveler during the trip provided by a representative of the Organizer to the Traveler in obtaining these services or products and to provide information on the indicative prices of these services or products. The Organizer will take over the performance of the special services required by the traveler depending on the possibility of their execution, and will only oblige them if they have explicitly committed to performing them in the contract. If requested by the Organizer, the Traveler is obliged to pay the fees in advance and separately, fees or tickets determined by special regulations that the Organizer charges on behalf of someone else and for someone else’s account and the amount of which cannot be influenced, which are necessary for the realization of the service. The Organizer will inform the Traveler in due time about the existence, price, as well as any changes in the mode of payment of these fees.

4. PRICE
The prices of the arrangement are published in EUROS, calculated according to the prices of the services in the reference currencies according to the selling rate of the Organizer’s commercial bank and are valid from the date of publication. The Organizer reserves the right to increase the price of the arrangement up to 20 days before the start of the trip, if there were changes in the exchange rate of the agreed currency, to increase the transportation costs, including fuel costs or to increase the fees for certain services (at airports and other airports, etc.) that affect the cost of the trip. The price increase is calculated in the same percentage as the calculation elements mentioned.

Unless otherwise stated in the program, an advance payment of 30% for all tours and / or services from the agreed price must be paid at the time of the conclusion of the Contract, as confirmation of the reservation, and the rest of the payment not later than 30 days before the departure date.

5. METHODS OF PAYMENT
Payment can be made by credit or debit card and via bank transaction. When specified, cash payment is accepted for balance payment in cases where only a deposit payment was made during booking. Online payment is possible with one of these credit cards: MasterCard, Visa, American Express.

6. PAYMENT PLATFORM
Dream Vacations d.o.o. uses Stripe for online payments.

Stripe is a secure system for online payment via credit and debit cards and other payment methods. Stripe is a certified PCI Service Provider Level 1. Stripe forces HTTPS for all services using TLS (SSL) to ensure secure connections. All card numbers are encrypted at rest with AES-256. 

7. ACCOMMODATION
The offered accommodation facilities, restaurants, means of transport, etc. are described according to the official categorization of the local tourist organization or other competent authority at the time of the program issuance. The standards of accommodation, food or other tourist services in different places and countries are different and not comparable. Unless the Traveler has explicitly contracted the accommodation unit (room, apartment, etc.) with special features, the Traveler will accept any officially registered accommodation unit for rent at the facility in question. The Organizer will try to satisfy the pre-announced additional request of the Traveler (pets stay, extra beds, cot, comfort, room orientation, floor, etc.), but cannot guarantee the fulfillment of such request. The Organizer assumes no responsibility for any oral or written information that is inconsistent with the description of the services and facilities in the Organizer’s programs valid for the said trip, which has been provided by the Organizer’s staff or any third party. If the place of accommodation is specified in the Contract and / or program, or if otherwise communicated to the Traveler, the same means a wider area of the place specified as the place of accommodation, or a wider territorial-administrative unit according to local regulations and customs. Unless otherwise stated in the Contract or Program, the Organizer has the right to determine the exact location and facility within the agreed or programmed location, according to the agreed categorization according to local standards. If circumstances at the destination prevent the accommodation of the Traveler in the booked object, the Organizer will place the Traveler in another object of the same or higher category than the booked one. In this case, the difference in the price of the booked and realized accommodation is settled by the Organizer.

8. CONTRACTUAL CHANGES
The Organizer in particular reserves the right to change the day and time of departure for the flight due to the change of the timetable of the aircraft or the occurrence of other previously mentioned circumstances, as well as the right to change the direction of travel due to changed circumstances, without compensation to the Traveler and according to the applicable regulations in passenger traffic. The Organizer will promptly inform the Traveler of any changes to the program. The Organizer is not responsible for the delay of the aircraft, the ship or the train, as well as for changes to the program and the costs incurred as a result of such delay. Instead of the airport of departure and return originally agreed upon, the Organizer may decide to use another airport, preferably as close as possible to the originally agreed one. In this case, the Organizer organizes and covers the cost of a free transfer between the originally agreed and subsequently selected airport.The Organizer is obliged to inform the Traveler about the change of the arranged airport as well as the change of the exact departure / arrival time within 48 hours, by phone or e-mail, if the Traveler has provided such information to the Organizer.

9. CANCELLATION OF TRAVEL BY THE ORGANIZER
The Organizer may cancel the arrangement or make changes to the program if extraordinary circumstances arise which cannot be avoided or eliminated (force majeure by the applicable legal standards) and in other situations that make it impossible or significantly hinder the fulfillment of the contract, which would have occurred at the time of the conclusion of the Contract,which is for the Organizer a justifiable reason not to conclude the contract (eg in case of war, unrest, strike, terrorist action, sanitary disturbance, natural disaster, traffic accident, sudden traffic jam, sudden change of timetables, delays of aircraft and other means of transport, weather, etc.) The Organizer has the right to cancel the Contract in other cases stipulated by these General Terms, the Agreement and the applicable regulations. The Organizer reserves the right to cancel the organized transport service with specially rented vehicles no later than 20 days before departure if 80% of the occupancy of the vehicle is not reached, and for group trips according to the conditions in the program. In case of cancellation of the trip by the Organizer, the Organizer undertakes to refund the total paid funds.

10. CANCELLATION OF THE TRAVEL BY THE CONTRACTOR OR TRAVELER
If the Traveler cancels the arrangement, he must do so in writing. The cancellation date is the basis for calculating the cancellation costs, which the Organizer will retain in the name of compensation for the total cost of the arrangement (all services listed in the Offer / Contract) for all group tours and private tours:

• up to 30 days before departure 10% of the package price, and at least 50 euros;
• 22 – 29 days before departure 30% of the package price;
• 14 – 21 days before departure 50% of the package price;
• 10 – 13 days before departure 80% of the package price;
• 0 – 9 days before departure and after departure 100% of the package price;
  

for all day trips and transfers:

• up to 30 days before departure 10% of the package price;
• 14 – 29 days before departure 30% of the package price;
• 7 – 13 days before departure 50% of the package price;
• 0 – 6 days before departure and after departure 100% of the package price;

Incomplete and / or invalid travel documents 100% of the price of the package. If the damage actually incurred exceeds the stated ones, the Organizer reserves the right to claim and collect the damage, up to a maximum of 100% of the price of the arrangement. The aforementioned cancellation costs also apply to changes in the departure date and the accommodation facility or the type of accommodation unit, as well as any other significant changes, unless expressly stated otherwise in the travel program or catalog. If canceled, the Traveler is not entitled to any reimbursement of visa, insurance, vaccination and similar expenses. The Traveler may, prior to the start of the package, transfer the package travel contract to a person who fulfills all the conditions applicable to that contract, if he / she has informed the Organizer of this on a durable medium and within a reasonable time before the start of the package. The notice sent to the organizer no later than thirty days before the start of the package is considered to be a notice within a reasonable time. The transferor and the recipient of the travel contract in the package arrangement are jointly and severally liable for the payment of the amount of the price and for any additional fees or other costs arising from the transfer of the contract. The Organizer will inform the Transferor of the cost of transferring the contract, which will not exceed the actual cost of the Organizer caused by the transfer of the travel contract in the package arrangement. The Organizer will provide the transferor with evidence for additional fees or other costs arising from the transfer of the travel contract to the package arrangement. If the name and surname of the Traveler who checked in for the journey is different from the name on the Traveler’s travel documentation, the Travel Organizer shall have the right to recover damages caused by incorrect information relating to the issuance of air tickets with a name other than the name on the Travel Document with which the Traveler logs on a flight. If the name is not corrected on time and the Traveler cannot check in for the flight for the above reason, the Organizer is not responsible for the damage caused. 

11. TRAVELER‘S OBLIGATIONS
When concluding the Contract, the Traveler (for himself and for others if he concludes the Contract in their favor) is obliged to provide personal information and provide in due time all the documentation necessary for organizing the trip. 

11.1. Travel documentation
Travelers are required, at their own expenses, to obtain and hold valid travel documents for the entire duration of the journey. If a visa is required for a particular trip, the Organizer may assist with any documentation that may be required for visa application. The Organizer is not responsible for and does not bear any liabilities or monetary losses in the event of a rejected visa application. It is the Traveler’s responsibility to ensure that his documents and belongings meet the conditions laid down by the carrier, as well as those provided for by the border, customs, health and other regulations of his country, as well as the country through which or to which he travels. The Organizer is not responsible for the decisions of the officials to deny the Traveler transportation, refuse to issue a visa or not allow entry to a particular country, or for the costs or other consequences resulting therefrom. We recommend that any traveler who is not a Croatian citizen and who does not have a Croatian travel document be personally informed of the country to which he or she is traveling and the conditions to be fulfilled to travel to that country, before paying the arrangements, having regard to the different regulations applicable to nationals of each country. The organizer may refer the Traveler to the source of the information, but in no way assumes responsibility for the consequences which, if not complied with, may result for the Traveler himself. In particular, the Traveler is obliged to comply with the applicable regulations and instructions of the Organizer, air carrier and officials regarding the prohibition of possession of dangerous goods (in particular the possession and non-registration of dangerous luggage) and the instructions on behavior at airports and while traveling by air. The traveler is obliged to comply with the regulations of the country in which he or she is traveling, the rules of conduct at the place of stay, stay or transit, as well as the instructions and advice of the Organizer or his authorized person. Local regulations and rules of conduct of another country shall be deemed to be known to the Traveler if he or she has already resided in the country for five years, if they have been communicated to him or her by the Organizer or by another person, or if they have been communicated to the public by the Ministry of Foreign and European Affairs of the Republic of Croatia. If the cancellation of the trip occurs before or during the trip for the reasons stated above, the Organizer reserves the right to compensate for damages as defined in these General Terms and Conditions. The cost of lost or stolen documents while traveling is entirely borne by the Traveler. The Traveler is obliged to adhere to the travel and housekeeping programs in the catering and accommodation facilities and in the means of transport and to cooperate with the Organizer’s representative and the service providers in good faith. In the event of non-compliance with these obligations, the Organizer discharges all responsibility for the damage caused, and the Traveler pays the same at the scene. It is the responsibility of the traveler to observe the personal safety rules that would be used by every average person. The Organizer is not responsible for the actions of the Traveler regarding his personal responsibility. If the act or omission of the Traveler prior to the commencement of the trip causes the Contract to be impossible or substantially impeded, the Traveler shall be deemed to have terminated the Contract. If the act or omission of the Traveler occurs after the commencement of the journey, or if it occurs before the commencement of the journey and significantly complicates the fulfillment of the Contract, the Organizer reserves the rights to terminate the Contract with the consequences as if the Traveler canceled the Contract, and in any case he is entitled to compensation for damages.

11.2. Health regulations 
The traveler is obliged to inform the Organizer of all the facts regarding their health, habits, etc., which could endanger the travel (if for health and other reasons he or she requires certain types of food, suffers from chronic illness, allergies, etc.) . Some programs have specific travel rules that include the compulsory vaccination and procurement of relevant documents. The traveler is obliged to undergo a compulsory vaccination, as well as to have certificates and documents about it.

12. LUGGAGE
For organized transport arrangements, the Traveler is entitled to free baggage transportation of up to 15 kg on charter flights and up to 20 kg on scheduled air services. In the case of bus transportation, the Traveler is entitled to carry one bag of the usual size. In case the carrier determines different restrictions in the transportation of luggage from the above, the Organizer will inform the Traveler about this when signing the Contract. For air transportation, the excess baggage is paid for by the Traveler himself / herself according to the applicable air carrier rates. Children under 2 years old are not entitled to free luggage. The organizer is not responsible for the transportation of luggage and is not responsible for destroyed or lost luggage, as well as for theft of luggage or valuables in a vehicle or in an accommodation facility. For lost luggage in above instances, the Traveler is directed to the carrier or accommodation. Special luggage (bicycle, surfboard, golf equipment, musical instruments and similar items) must be announced by the Traveler prior to the conclusion of the Agreement. If possible, the Organizer will attempt to satisfy the Traveler’s pre-announced additional request for special luggage, but cannot guarantee the fulfillment of such a request. The carrier has the right not to receive additional and special luggage due to capacity limitations. The Organizer is therefore not responsible for any costs incurred by the Traveler as a result. The Traveler himself is obliged to take care of his belongings brought into the cabin of the means of transport and must bring them with him each time he leaves the vehicle. Otherwise, the Traveler bears the responsibility for the theft, loss or damage of things left in the vehicle. 

13. ORGANIZER’S OBLIGATIONS
The Organizer or his agent shall make available to the Traveler promotional material (photos posted on the website and in the promotional materials are informative and non-binding) and these General Terms in written or electronic form and provide prescribed and relevant information on the main features of the travel services, about the organizer and the travel agent, the cost of the arrangements, the payment methods, the basic travel features, the minimum number of persons required to complete the arrangement and the deadline for notifying that the required number of persons have not been reached, give adequate notice of the basic border formalities, visa formalities and the health formalities of the country of travel and the time required to complete these formalities, that the Traveler may terminate the contract at any time before the start of the package, with payment of an adequate fee for termination of the contract, on optional or compulsory insurance to cover the cost of termination of the contract by the Traveler or the cost of providing assistance in the event of an accident, illness or death (including repatriation). By accepting the contract, the Traveler confirms that he has been presented with all this information and that he is aware of the contents and the possibility of insurance. The Organizer or its intermediary is obliged to inform the Traveler of the contents of the valid Insurance Contract for the damage caused by the Organizer to the Traveler by failing to fulfill, partially fulfill or erratically fulfill the obligations related to the package arrangement. In accordance with the Law on Provision of Services in Tourism, the Organizer has concluded such contract with the insurance company Generali osiguranje d.d. (policy number: P15-1020000518). By concluding the Agreement, the Traveler confirms that all this information has been presented to him and that he is aware of the contents and the possibility of insurance. The Organizer does not bear any responsibility if some activities and contents are dependent on the weather (lack of snow, low sea temperature, precipitation and the like) and natural phenomena (flowering of the sea, occurrence of insects, jellyfish and the like), cannot be realized in accordance with the expectations of the Traveler. In case of poor sale of the arrangement, the Organizer reserves the right to lower the price and apply a special marketing action for the purpose of better sale of the arrangement. Travelers who have paid the full price arrangement are not entitled to a refund of the difference in price. 

13.1. The Organizer is responsible for the execution of the travel services covered by the package travel contract, whether or not these services are to be performed by themselves or by other travel service providers.

13.2. The Traveler is obliged, without undue delay and taking into account the circumstances, to inform the Organizer of any inconsistencies that he finds during the fulfillment of the travel service covered by the package travel contract.

13.3. If any of the travel services are not performed in accordance with the package travel agreement, at the request of the Traveler, the Organizer will correct this non-compliance, unless this is possible or if elimination of the non-compliance would cause disproportionate costs, taking into account the extent of the non-compliance and the value of travel services on which nonconformity affects.

13.4. If the Organizer does not correct the non-compliance for the reasons stated in the previous point of these General Terms, the Traveler has the right to lower the price and compensation of damages in accordance with the provisions of these General Conditions which regulate the right to lower the price and compensation of damages.

13.5. If the Organizer does not correct the nonconformity which he is obliged to correct within a reasonable time specified by the Traveler, the Traveler may do so himself and claim the necessary expenses. The Traveler is not obliged to set a reasonable time for the Organizer to correct the non-compliance if the Organizer has refused to correct the non-compliance or if the non-compliance has to be corrected immediately.

13.6. If a significant part of the travel services cannot be provided under the package travel agreement, the Organizer will offer the traveler the appropriate alternative arrangements, preferably of the same or higher quality than those specified in the contract, at no additional cost to the Traveler, including in the case where the Traveler has not been returned to the point of departure as agreed.

13.7. If the Organizer proposes an alternative travel arrangement that results in a package arrangement of a lower quality than that specified in the package travel contract, the Organizer will grant the Traveler a reasonable price reduction.

13.8. The Traveler may reject the proposed alternative travel arrangements only if they are not comparable to what was agreed in the package travel contract or if the approved price reduction is inappropriate.

13.9. If the non-compliance significantly affects the execution of the package and if the Organizer has not corrected the non-compliance within a reasonable time specified by the Traveler, the Traveler may terminate the contract on the package travel without paying the termination fee and, if necessary, reduce the price and / or compensation in in accordance with the provisions of these General Conditions governing the right to a price reduction and damages.

13.10. If it is not possible to secure alternative arrangements or if the Traveler rejects the proposed alternative arrangements in accordance with point 8 of these General Conditions, the Traveler is entitled, if necessary, to a price reduction and / or compensation in accordance with the provisions of these General Conditions governing the right to a price reduction and damages.

13.11. If the package arrangement involves the carriage of the Traveler, the Organizer shall, in the cases referred to in the previous two points of these General Terms and Conditions, ensure without undue delay the repatriation of the Traveler by equivalent carriage, at no additional cost to the Traveler. Additional costs are borne by the Organizer.

13.12. If due to extraordinary circumstances that could not be avoided it is not possible to secure the return of the Traveler in accordance with the contract of travel in the package arrangement, the Organizer will bear the costs of necessary accommodation up to three nights per Traveler, if possible in the equivalent category of accommodation contracted. If EU legislation on Traveler Rights applicable to the relevant means of transport for the return of the Traveler provides for long periods, those periods shall apply.

13.13. The cost limitation referred to in the preceding point of these General Conditions shall not apply to persons with reduced mobility as defined in Article 2 (a) of Regulation (EC) No 1234/2007. Regulation (EC) No 1107/2006 of the European Parliament and of the Council of 5 July 2006 on the rights of persons with disabilities and persons with reduced mobility when traveling by air (OJ L 204, 26.7.2006) and any person accompanying them, pregnant women, minors unaccompanied and to persons in need of special medical assistance, provided that the Organizer is informed of their special needs at least 48 hours before the start of the package.

13.14. The Organizer will not invoke extraordinary circumstances that could not have been avoided to limit the liability in accordance with clause 11.12. of these General Conditions if the transport service provider cannot invoke such circumstances in accordance with the applicable European Union legislation.

13.15. The Traveler is entitled to a reasonable price reduction for each period during which there was a non-compliance in connection with the contracted trip in the package arrangement, unless the Organizer proves that the non-compliance can be attributed to the Traveler.

13.16. The Traveler has the right, regardless of the price reduction or termination of the contract, to demand from the Organizer an adequate compensation for any damage suffered as a result of any non-compliance, and the Organizer will compensate the Traveler for such damage without undue delay.

13.17. The Organizer shall not be held liable for damage if it proves that the non-compliance can be attributed to the Traveler or that the non-compliance can be attributed to a third party not related to the provision of travel services covered by the package travel contract and that the non-compliance is unpredictable or inevitable or that non-compliance was due to extraordinary circumstances that could not be avoided.

13.18. The Organizer shall limit in advance the amount of compensation for damages that are not the result of personal injury or for damages that the Organizer did not cause intentionally or negligently to the amount of three times the total price of the package.

13.19. If the international conventions binding on the European Union or the regulations based thereon limit the scope of compensation payable by the travel service provider of the package or limit the conditions under which it is indemnified, then the same assumptions shall be made, restrictions and exclusions are appropriately applied to the Organizer and he may refer to this fact in relation to the Traveler.

13.20. The Traveler’s right to compensation or reduction of the price prescribed by the Law on Provision of Services in Tourism and International Conventions does not affect the Traveler’s rights in accordance with Regulation (EC) no. Regulation (EEC) No 261/2004 of the European Parliament and of the Council of 11 February 2004 laying down general rules on compensation and assistance to Travelers in the event of denied boarding and cancellation or prolonged delay in departure. 295/91; By Regulation (EC) No. 1371/2007 of the European Parliament and of the Council of 23 October 2007 on rail passengers’ rights and obligations; By Regulation (EC) No. 392/2009 of the European Parliament and of the Council of 23 April 2009 on the liability of carriers for the carriage of passengers by sea in the event of accidents; Regulation (EU) No 1093/2010 1177/2010 of the European Parliament and of the Council of 24 November 2010 on the rights of passengers when traveling by sea or inland waterway and amending Regulation (EC) No 1782/2003 2006/2004; Regulation (EU) No 1093/2010 181/2011 of the European Parliament and of the Council of 16 February 2011 on the rights of passengers in bus and coach transport and amending Regulation (EC) No 2006/2004.

13.21. The Passenger has the right to submit claims for price reduction and / or compensation in accordance with the Law on Tourism Services and in accordance with the international conventions and regulations referred to in the preceding paragraph of these General Conditions.

13.22. Compensation or reduction of the price to which the passenger is entitled in accordance with the Law on Tourism Services and in accordance with the international conventions and regulations referred to in item 11.20. these General Terms are deducted from each other in order to avoid excessive compensation and / or excessive price reductions.

13.23. The right of Travelers to request a price reduction pursuant to the provisions of the Law on Tourism Services, which regulate the issues of modification of travel contracts in package arrangements prior to the start of package arrangements, the execution of package arrangements and the reduction of the price and compensation of damages, shall expire within two years. The statute of limitations begins to run on the first day after the day on which the package contract arrangement should end.

13.24. The Organizer will provide appropriate assistance without undue delay to the Traveler in difficulty, especially in circumstances where, due to extraordinary circumstances that could not be avoided, it is not possible to secure the Return of the Traveler in accordance with the contract of the trip in the package arrangement. This assistance relates in particular to providing adequate information on health services, local authorities and consular assistance and assisting the Traveler in establishing remote communication and in finding alternative travel arrangements.

13.25. If the traveler caused the problem intentionally or negligently, the Organizer shall charge for the assistance referred to in the previous point of these General Terms and Conditions, which shall not exceed the Organizer’s actual costs.

13.26. The central contact point for administrative cooperation with the central contact points of other contracting parties to the Treaty on the European Economic Area in relation to insolvency protection, which the organizer is obliged to apply, is: Ministry of Tourism of the Republic of Croatia, Prisavlje 14, 10000 Zagreb, pisarnica@mint.hr, + 385 1 6169 111.

14. RESOLUTION OF COMPLAINTS AND DAMAGES
In the case of incomplete or poorly performed service under the agreed arrangement, the Traveler may initiate an appeal procedure to eliminate the identified irregularities prescribed by these General Terms and Conditions. Immediately after a perceived failure at the place of provision of the Service, the Traveler advertises the inappropriate service with the Organizer’s representative in his presence and / or with the service provider. The Traveler is obliged to cooperate with the representative of the Organizer and the service provider in good faith in order to eliminate the causes of complaint. If the Traveler does not accept the offered complaint solution on the spot, which corresponds to the contracted service, the Organizer does not have to accept the subsequent complaint of the Traveler. If the cause of the complaint is not remedied, or if the Traveler is not satisfied with the solution offered, the same with the representative of the Organizer and / or the service provider draws up a written certificate signed by all parties present and keeps for themselves one copy of this certificate. If the representative of the Organizer and / or the service provider refuses to draw up or sign such a certificate, the Traveler may make the appropriate statement himself, which must be signed by credible witnesses, which will later be made available to the Organizer and / or the service provider. Pursuant to the provisions of the Law on Provision of Tourism Services, the Traveler has the right to file written complaints by mail or e-mail no later than 8 days after returning from the trip. The complaint shall be accompanied by a written confirmation of the complaint and any original invoices for additional costs borne by the Traveler. The Traveler is obliged to justify the allegations of the complaint and to present appropriate evidence. The Organizer will acknowledge its receipt without delay on the written complaint. The Organizer will only deal with fully documented complaints that it receives within the specified 8 days and make a written decision on the Traveler’s complaint within 15 days of receiving the complaint. The organizer may postpone the deadline for resolving the complaint by another 15 days due to the collection of information and verification of the complaint by the service provider. Until the Organizer makes a decision, up to a maximum of 30 days from the filing of a written complaint, the Traveler waives the mediation of any other institution or the initiation of court or any other proceedings and waives the information in the media, otherwise bears the costs of such proceedings and is responsible to the Organizer for damage. Pursuant to the Special Law on Consumer Dispute Resolution, the available mechanisms for alternative consumer dispute resolution include the possibility of initiating a procedure for alternative consumer dispute resolution with the Authorized Body for Alternative Consumer Disputes, which is also covered by the Organizer through the online consumer dispute resolution platform for services purchased online. The authority for alternative consumer dispute resolution organized by the organizer is the Conciliation Center of the Croatian Chamber of Commerce, Rooseveltov trg 2, 10000 Zagreb, 10000, https://www.hgk.hr/centar-za-mirenje/o-mirenju. For services purchased online, the Traveler may submit his complaint to the Authorized Alternative Consumer Dispute Authority using the online Consumer Dispute Resolution platform available at the following website address: https://ec.europa.eu/consumers/odr/main/index.cfm?event=main.home2.show&lng=EN

15. INFORMATION AND NOTIFICATIONS BEFORE DEPARTURE / TRAVEL
The organizer sends Travelers notifications / travel documents by e-mail prior to the trip. Travelers will receive pre-travel notifications at their e-mail address if they indicated this at time of booking. Travel notifications / travel documents will be available no later than five days before the commencement of the travel package arrangements.

16. GUARANTEE INSURANCE
In accordance with the regulations, in the event of the Organizer’s insolvency or bankruptcy, the Traveler caught on the trip, as well as the persons who paid the advance for the trip, should contact the insurer Generali osiguranje d.d. as soon as possible OIB: 10840749604, Ulica Grada Vukovara 284. 10000 Zagreb, tel: 01/5557 861 and indicate the phone number where the insurance representative can contact them. Guarantee Insurance Policy Number: P45-

17. PROTECTION OF PERSONAL DATA
The service user gives the Organizer personal information voluntarily. The personal information of the service users is needed in the process of realization of the requested service and will be used for further communication with each other (eg letter of intent, payment instructions, service delivery notices). The Organizer undertakes not to release the personal data of the user from the country or give it to a third party, except for partners participating in the realization of the contracted service (eg accommodation, airline, carrier). The personal data of users will be stored in the database, in accordance with the decision of the Organizer’s management on the method of collecting, processing and storing personal data. The Organizer reserves the right to use the personal information of the users of the services for marketing purposes (eg sending notices, actions, promotions, newsletters).The user is able to unsubscribe at any time by using the “Unsubscribe” link at the end of each e-mail or by sending an e-mail to huat.tours@gmail.com. An objection to the processing of personal data for marketing purposes will not influence the contracting and / or realization of the requested service.

18. TRAVELS IN ORGANIZATION OF OTHER ORGANIZERS / TOUR OPERATORS
In the event that the Organizer with the Traveler concludes a travel contract as a travel intermediary, the general conditions of the organizer organizing the trips (hereinafter the Responsible Organizer) apply. The Organizer, as a travel intermediary, is not responsible for conducting the trip but only mediates the sale, unless otherwise expressly stated in the Agreement. In the said case, by concluding a travel contract, the Traveler agrees that the provided travel program represents the instructions of the Organizer as an intermediary and fully accepts the general conditions of the Responsible Organizer, who is specified in the contract as the responsible organizer of the said trip. When concluding an insurance brokerage contract, the Organizer shall assign to the Traveler the general conditions of the insurance organizer in the manner specified in clause 11 of these General Conditions.

19. FINAL PROVISIONS
The General Terms of the Travel Organization are an integral part of any Travel Organization Agreement concluded by the Traveler with the Organizer. They comply with EU Directive 2015/2302 of the European Parliament and of the Council of 25 November 2015 on package travel and related arrangements (available at: http://eur-lex.europa.eu/legal-content/HR/TXT/PDF/hurry=CELEX:32015L2302&from=GB) and the Tourism Service Provision Act (OG 130/2017), which has been in force since 1 July 2018. Deviations from these General Conditions must be explicitly stated in the program text or in the the Treaty itself. In case of any dispute regarding the Contract, the court in Zagreb shall be competent to apply the law of the Republic of Croatia. The competent authority whose official supervision is subject to the activity of the tourist agency in the provision and provision of services in tourism: Tourism Inspection, Subiceva 29, 10000 Zagreb. Amendments to these General Terms and Conditions should be made publicly available to interested parties, in which case they oblige all parties to the proceedings to form a single legal unit with these General Terms and Conditions. The General Terms and Conditions are published on the website https://huat-tours.com.