Terms of Service
GENERAL CONDITIONS FOR OFFERING ACCOMMODATION, ACTIVITIES, EXCURSIONS AND TOUR SERVICES
The general conditions for offering accommodation, activities, excursions and tours services are part of the contract between the agency, and the traveller who accepts the service. Everything that is listed in the general conditions represents a legal commitment for the traveller, as well as for the agency. The general travel conditions are published on the web pages of the agency.
WHAT WE OFFER
The agency guarantees accommodation, activities, excursion and tour services according to the information stated on epoca360.com, according to the description, price and availability and in accordance with the confirmed reservation.
CATEGORISATION AND DESCRIPTION OF SERVICES
The accommodation units are described according to official categorisation and based on an on-site visit to the actual building. The activities, excursions and tours are described according to the information given by our service providers.
Guests can enter the accommodations units from 14:00h onwards; upon their departure guests must vacate the accommodation by 10:00h. Pets are allowed only at accommodations units which specifically state that pets are allowed at an extra charge.
Accommodation Prices include: weekly change of bed linens, toilet paper (only on the day of arrival), use of water, electricity, gas and final cleaning. Guests are required to leave the apartment in the state that they found it in.
The standards of accommodation, nutrition, service and others, of places and countries are different and cannot be compared. The agency offers those services listed on its Internet web page, catalogue and other printed material of the agency, which is not necessarily equal to those services offered by other selling agencies.
If the traveller did not make a special request for a room/apartment, he will accept the given reservation in the accommodation desired, listed in the brochure and price list. If possible the agency will try to meet additional requests of the traveller for the accommodation (comfort, room view, 1st floor or ground floor), but cannot guarantee to fulfill all additional requests.
According to the Croatian Law, customers are required to pay the Resident Tax, when paying for their accommodation.
The Resident Tax in the Republic of Croatia:
1.1.-31.03. 0.93€ (7 HRK) children from 12 to 17,99 yo 0.46€ (3.50 HRK)
1.4.-30.09. 1.33€ (10 HRK) children from 12 to 17,99 yo 0.66€ (5 HRK)
1.10.-31.12. 0.93€ (7 HRK) children from 17,99 yo 0.46€ (3.50 HRK)
The final amount of the Resident Tax is determined by the destination in the Republic of Croatia and travel period, and is charged according to the General Contracting Terms, when balance payment is made.
Service prices include basic services as described alongside the service unit in the reservation area. Prices of service units are stated in EUR but are calculated in KUNAS according to the relevant price list. The agency reserves the right to change prices in the case of a change in the exchange rate.
Additional services are services that are offered by the service unit, but since they are not included in the price, the traveller pays for them separately. Additional services have to be asked for during the registration process. Those services are paid for additionally, according to the price given by the service facility, and they will appear on the final bill.
BOOKING OF RESERVATIONS
All reservations are done electronically by filling in the form that is available on epoca360.com website. When making the reservation, travellers have to provide correct data, which is requested on the form.
The agency is not responsible for the exactness of the data that is given by the traveller during registration. In case of incorrect data, the agency holds the right to change the prices and to claim the price difference on the spot.
RESERVATIONS AND PAYMENTS
Requests and service reservations can be sent electronically, by email, fax, in writing or personally in agency branch office. When confirming their reservation guests must confirm that they are aware of these General Terms of Services and that they accepts them in their entirety.
With the payment the reservation becomes valid, any other confirmation given in written or speech is not valid as a reservation.
Payment of reservation is possible by bank transfer to the bank account of the agency. By using means of remote communication to dictate the number of the credit card, the traveller is considered to understand "General conditions for accommodation services offer“.
After receiving full payment of the reservation (which is the 30% of the total) for the chosen service, the traveller will be sent a voucher as confirmation. The voucher serves as a proof that the reservation of the service has been carried out. The traveller has the obligation to give the voucher upon arrival to the unit. With the payment of the reservation the traveller confirms that he understands all the conditions that may apply to the specific accommodation unit. With payment of the reservation the traveller confirms that he accepts the general conditions of the offered accommodation service. Furthermore, the traveller understands and confirms that a kind of travel insurance was offered to him. With payment of the reservation, the agreement becomes a legal obligation to the traveller as well as to the agency.
Should the traveller make reservation 60 or more days before arrival, then the reservation payment is of 100 EUR (or by agreement) to confirm and reserve the accommodations. Should tourist make the reservation up to 21 days before arrival, then the payment must be 30% of the total service price. The remaining of the amount must be paid on the day of arrival.
For the reservation of tour service the traveller is required to pay 30% of full amount to make the reservation valid. The rest amount traveller is required to pay at least 20 days before the start of using the service. If the date of arrival is within 20 days it is necessary to pay 100% of the amount for the requested and confirmed service.
ACTIVITIES AND EXCURSIONS RESERVATION
For the reservation of activity and excursion service the traveller is required to pay 30% of the full amount to make the reservation valid. The remaining of the amount must be paid on the day of arrival before using the service.
CHANGES AND CANCELLATIONS
THE RIGHT OF THE AGENCY TO CHANGE AND CANCEL
The agency commits itself to assure to the traveller reserved service, except in case of exceptional circumstances (war, riot, strike, terrorist activities, sanitary troubles, bad weather, intervention of the authorities etc.)
The agency can offer changes to the reserved service or cancel it completely or partly, if before or during the time of the stay special circumstances appear that cannot be avoided or declined. However, if they appear during the time of the agreement, the agency is not obligated to accept the reservation of the unit in question.
If the traveller pays the reservation the agency is unable to fulfil (online or by the wrong offer) the traveller will be offered an alternative.
If the agency has the possibility to offer the traveller an alternative, a change of the reserved service can be carried out only with the permission of the traveller. The alternative must be of the same, or higher, quality than the one reserved initially.
If the traveller accepts the alternative, and it is more expensive than the initial offer, the traveller is obligated to pay the difference (the agency will bear the expense up to 10%, except for packet arrangements, such as, LAST MINUTE OFFER and other special offers).
If the alternative is cheaper, the agency will return the difference to the traveller.
the agency has the obligation to immediately inform all arriving travellers about changes to the reservation or cancellation, and if no alternative accommodation can be found, to refund the amount paid by the traveller less the administrative charges of the agency.
THE RIGHT OF THE TRAVELLER TO CHANGE AND CANCEL
If the traveller wishes to change or cancel the reservation, it has to be in written (e-mail, mail or fax) . By "change” it is considered a change in the number of people, or change of the dates of travel, at least 30 days before using the service.
First change of the reservation, if it is possible without extra expenses, will be made for free. For any more changes the traveller will be charged the expenses of 15€ (cca. 113 HRK) per change. If the change of the reservation is not possible, and the traveller cancels a confirmed reservation because of it, lower mentioned conditions apply.
Any change of accommodation unit and any change within 30 days before using the service is considered a cancellation of the reservation.
The cancellation costs will be calculated from the date on which the agency receives a written request for the cancellation, and it is as follows:
- For cancellations up to 30 days prior the arrival, the agency charges 30% of the full price of the reservation.
- For cancellations between 15-30 days prior the arrival, the agency charges 50% of the full price of the reservation.
- For cancellations between 7-15 days prior the arrival, the agency charges 70% of the full price of the reservation.
- For cancellations up to 7 days prior the arrival, the agency charges 100% of the full price of the reservation.
For every cancellation of the reservation the agency charges 30€ (cca. 226 HRK) of manipulative expenses. If the traveller has to cancel within 7 days before using the service, the agency offers the traveller a possibility to find a new user for the same reservation (if it is possible), in which case the agency charges only for an exchange fee. The new user has all the responsibility from these "General conditions".
If the costs of the services are in fact higher than what was initially given, the agency has the right to charge the difference. The above mentioned cancellation fees are used primarily for the changes of the reservation, but also for all other essential changes.
RESPONSIBILITIES OF EPOCA360
The agency is responsible for conducting the service and for taking care of the guests’ rights and interests in accordance to good practices in tourism. the agency is not responsible for damaged or lost luggage or the theft of luggage or valuables from the accommodation unit.
The traveller commits itself to the following:
- to have on hand all valid travel documents. All costs for loss or theft of the documents during the travel period are carried by the traveller.
- to respect the customs formalities, and the rules for the foreign currency of the Republic of Croatia, as well as other countries visited during the travel.
- to respect the rules and regulations of the rented accommodation unit, and to collaborate with the Accommodation facility accordingly.
- upon arrival to the rented accommodation unit, the traveller is expected to present the given voucher, where the number of people and type of service to be offered are specified.
In case these obligations are disregarded, the traveller is responsible for all additional fees that may apply, and for all damages the traveller caused, and is bound to pay the damages to the service provider on the spot.
Reports for damage or loss of luggage should be made to the accommodation facility and to the nearest police station.
Every traveller, holder of the contract, has the right to complain to the non-performance of the agreed service. If the services offered are not entirely fulfilled, or below the quality standard, the traveller may require a partial compensation by submitting a written complaint.
Every traveller has the right of complaint for not getting the paid service.
Every complaint has to be submitted separately by the traveller.
If the traveller is not satisfied with a specific situation upon arrival, he is obligated to inform the representative of service provider (receptionist or owner of accommodation, etc.) as well as inform the agency representative immediately, giving explanation to his dissatisfaction. The traveller should contact representative of service provider first and try to get a satisfactory solution. The traveller is obligated to cooperate with the service provider and the agency in good will to solve the problem. If the traveller accepts a proposed solution on the spot, agency is not obligated to accept any further complaints.
If the problem is not solved, within 8 days after returning from the trip the client has to deliver a complaint in writing to the headquarters the agency, enclosing the written complaint, together with all documentation and photographs which proves the complaint, by e-mail or mail. the agency will consider only complete and documented complaints received within 8 days from returning customer. While the solving of complaint lasts, at most 14, that is 28 days after the complaint is made, the traveller will not use any other person, UHPA, or other institution, or giving information in the media. Also, during this period, the traveller agrees not to sue.
The highest compensation regarding a complaint can be the amount of the objected part of the service, but cannot cover already used services or the complete amount for the accommodation used. That excludes the right of the traveller to any compensation of non-material or optimal damage.
Guests are required to make complaints pertaining to the accommodation immediately in which case the agency will offer him/her vacant alternative accommodations. Should the guest not do so, he/she loses his/her right to complaint.
The agency cannot be considered responsible for weather conditions, sea temperature, or other similar situations or events that are unsatisfactory, and are not directly connected with quality of the reserved accommodation unit (bad weather, bad beach, public beach is far from the accommodation, traffic jams, crime or damage of property etc.).
The agency will not accept any complaints on arrangements with special discounts, including LAST MINUTE OFFER and other special offers.
COMPETENCE OF THE COURT OF JUSTICE
The traveller and the agency will try to solve any disputes in good will, however in case of a judicial dispute, the court of justice is located in Pula, with relevant law being Croatian law.
We wish you a holiday to remember!