GENERAL TERMS AND CONDITIONS
OFFER
Tourist agency TURISTIČKI BIRO d.d. is an agent intermediating between the guest and the service provider,
and hence provides the accommodation service according to the published conditions of the offer and the time
period corresponding to the confirmed reservation, except in a case of special circumstances or force majeure.
Article 1 – Content of offer
The agency provides services according to the description and the time period corresponding to the confirmed
reservation, except in the case of force majeure (sickness or death of the service provider or his immediate
family); special circumstances that can not be predicted or eliminated such as: natural disasters (floods, fires,
earthquakes, droughts); wars, strikes, terrorist attacks and restrictions issued by the State (mobilization, being
banned from leaving the country).

Article 2 – Enquiries and reservations
Enquiries and reservations are accepted both electronically and personally at the agency. When completing the
reservation the Guest confirms that he or she has read these General terms and conditions, and fully accepts
them. Thus everything stated in these General terms becomes a legal commitment both for the Guest and the
agency.
The Guest is obliged to provide all the necessary information required by the reservation procedure. For
reservation of a service an advance partial payment is required depending on the chosen payment model, and the
rest of the payment will be charged on site upon arrival (depending on the payment model).
Note when paying by credit/debit card – your card will be charged for the amount stated in Kuna according to
the mid foreign exchange rate of the Croatian National Bank on the day of payment.
Upon receipt of the payment, TURISTIČKI BIRO is obligated to send a reservation confirmation to the Guest
(the voucher will be issued to the Guest upon arrival at the agency) containing the following information:

1. Information about the service provider (owner)
2. Information about the Guest
3. Type of accommodation
4. Number of guests
5. Date of arrival and date of departure of the Guest
6. Total amount owed for the accommodation
7. The amount paid - advance
8. The amount left to be paid
9. Scheduled arrival time

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Article 3 – Accommodation prices and booking charges
Prices are published for each accommodation unit and include the basic service as described next to the
accommodation, utility fees in regular conditions (electricity, water, gas) and also a weekly change of bed linen

and towels. Special conditions are not included in the price but can be arranged at the agency reception, and will
be separately charged to the Guest.
The prices of hotel accommodation and villas are not available on our web site. Any information is available on
request. Prices depend on season and availability.
Prices of special offers (package arrangements) contain services that are listed in the description of each package
and can not be changed.
Excursion prices include all services listed in the description of the trip. The time of departure and itinerary can
be changed, but the clients will be promptly notified at least 12 hours before the trip. Cancellation of the trip is
also possible due to unsuitable weather conditions and insufficient number of participants for excursions which
have a specified minimum number of participants.
The Agency reserves the right to change published prices. To those Guests who have paid an advance payment,
the Agency guarantees the accommodation price stated in the calculations, in Kuna’s (HRK), based on which the
advance was paid.
Prices listed in our offers are based on contracts we have with our partners, and do not necessarily match the
prices on site in the accommodation facility where the guests are residing, thus any difference in price can not be
subject to complaint.
If more people than stated on the reservation confirmation or voucher arrive to the accommodation unit, the
service provider has the right to refuse the service to the unannounced guests, or accommodate all the guests
charging those unannounced on site.

Article 4 - Booking charge and conditions
Private accommodation and guesthouses can be booked at least 5 days before arrival, package programs 15 days,
hotels and excursions 20 days, and cruises and Villas 30 days before arrival.
Agency charges a single booking charge in the lump amount of 5 Euro for the payment model 1 and 2, and for
the payment model 3 the booking charge is 15 Euro (payment models are stated in the Article 7). This cost is
charged for each electronic payment regardless of the amount paid. This cost does not apply to payments made
by foreign bank transfers and to payments made at the agency. The booking charge is a separate charge and has
no direct connection to the total price of the accommodation.

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Article 5 – Categorization and service description
The offered accommodation units are described according to the official categorisation of the authorised
institution, and based on the actual condition of the unit at the time of publication. The standard of
accommodation, food, services and other things at various towns and countries are different and not comparable.

Article 6 - Tourist tax
According to the Croatian Tourist Tax Act, the Guest is obligated to pay the Tourist Tax when paying for the
accommodation. Tourist Tax prescribed by the Croatian Tourist Act amounts to 7,00 HRK per person per day for
adults. Young people between the ages of 12 and 18 have a 50% discount, and children younger then 12 do not
pay the Tourist Tax. Total amount of the Tourist Tax for a certain reservation depends on the destination within
the Republic of Croatia and the travel period. The Tourist Tax is not included in the service or booking charge
and is paid upon arrival to our agency.

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Article 7 – Methods of payment for your reservation
PAYMENT METHOD:
1. Payment in Kuna from Croatia to the agencies bank account.
2. Payment by credit/debit card on line: Visa, Mastercard®, Maestro®.
3. Bank transfer from abroad to the agencies foreign currency bank account.
Cash, credit/debit cards: American express®, Diners,Visa, Mastercard, Maestro at the agency
reception.
TERMS OF PAYMENT:
Model 1- refers to the reservation of private accommodation, boarding house and package deals
30% of the price is paid within 24 hours of the reservation confirmation
70% of the accommodation price the Guest will pay upon the arrival to the agency
Model 2 – refers to excursion reservation
100% of the price is paid within 24 hours of the reservation confirmation
Model 3 - refers to hotel reservations, accommodations, cruises and Villas 100% of the
price is paid within 24 hours of the reservation confirmation

Article 8 – Guest's right to changes and cancellation
Should the guest wish to change or cancel the reservation, it should be done in writing (by mail, e-mail or fax). A
change considers a change in the number of people or the date of arrival or departure, and it should be made at
least 30 days prior to arrival. The first change of the reservation is free of charge, unless it entails further
expenses for the agency. For all further changes to the reservation, a 20 Euro fee will be charged per change. In
case the reservation can not be changed, and the Guest cancels the reservation for that reason, the conditions for
the reservation cancellation listed below will be enforced. Change of accommodation unit, and every change
made within 30 days prior to the arrival, and also during the stay is considered as a cancellation of the
reservation.
1.) - In case of cancellation of a confirmed reservation of private accommodation according to payment model 1,
the agency will keep the advance payment.
2.) - In case of cancellation of a confirmed reservation according to payment model 2:
 For any reservation cancellation up to 30 days prior to arrival, 50% of the total price of the reservation
will be charged.
 For any reservation cancellation from day 29 to 15 prior to arrival, 65% of the total price of the
reservation will be charged.
 For any reservation cancellation from day 14 to 8 prior to arrival, 80% of the total price of the
reservation will be charged.
 For any reservation cancellation from day 7 to 0 prior to arrival, 100% of the total price of the
reservation will be charged.
Should the guest not arrive at the booked accommodation unit before 18:00 hours on the arrival date, and does
not inform the agency or the service provider, nor has the guest in his reservation specifications informed the
agency of a late arrival (23:00 h at the latest), the reservation is considered a cancellation, and the cancellation

costs will be charged as described above. The Agency will not be accountable for any costs the guest might have
in regards to passports or visas needed in connection to the reservation the guest is cancelling.

Article 9 - Agency’s obligations
It is the agency's obligation to provide the guest with the use of paid accommodation according to model 1
beginning at 12:30 at the latest on the day of arrival.
According to services described in model 2 the guest will abide by the rules of entry depending on the
accommodation unit. The agency's obligation is to take care of provided services, the choice of hosts, and
customers' rights and interests according to accepted customs in tourism. The agency will carry out all stated
obligations in full and as described above, except in outstanding circumstances (Article 1), when Article 13
applies.

Article 10 - Customer’s obligations
The Customer is required:
 To have valid travel documents,
 To obey customs regulations, currency exchange and other laws and regulations of the Republic of
Croatia and other countries they might be staying at or travelling through. In case of inability to travel
due to violation of regulations by the customer, all costs will be charged to the customer.
 To obey house rules in accommodation units and to cooperate with the host with good intentions,
 Upon arrival to the destination, the customer should give the service provider the document proving the
paid service,
 The customer is obligated to check if he needs a visa to enter the country of destination or the
neighbouring countries.
The customer is obligated to leave the accommodation unit according to payment model 1 by 10:30 a.m. at the
latest on the day of departure.
According to services described in model 2 the guest will abide by the rules of departure depending on the
accommodation unit.
Should the customer not follow the above listed obligations, the customer is liable for caused damage and must
cover the expenses. By confirming the reservation the customer becomes obligated to cover the expenses made
by any kind of caused damage to the service provider.

Article 11 – Travel cancellation insurance
If the customer, during reservation, feels that due to certain situations the reservation might have to be cancelled,
the agency recommends payment of a travel cancellation insurance policy. Travel cancellation insurance can be
paid only during reservation, not at any later time. Insurance premium is calculated depending on the value of
your travel, and according to the rates of the Insurance Company.

Article 12 - Travel insurance
Accommodation prices do not include a Travel Insurance policy package: insurance against accidents, and
illness during the travel, insurance against damage and loss of luggage and health insurance.
If the customer should insist on the above mentioned insurances, they can be directly arranged with one of the
Insurance Companies.
We recommend you read the conditions of insurance carefully before purchase.

Article 13 – Agency's right to changes and cancellation
Agency reserves the right to change the reservation if outstanding circumstances should occur that cannot be
foreseen, avoided or eliminated (see Article 1).

The reserved accommodation can be replaced only if the guest has been notified and only with accommodation
of the same or higher category at the price confirmed to the guest during reservation.
If the replacement accommodation is only possible in a higher category unit and at a price 15% or higher then
the confirmed reservation price, the agency reserves the right to charge the price difference upon consulting the
guest.
Should an adequate substitute accommodation not be available, the agency reserves the right of cancelling the
reservation with reimbursement of all expenses agreed by here given conditions.
In the event of excursion cancellation due to force majeure the Agency is obligated to return the guest a
complete customer-paid amount.

Article 14 - Complaints
The guest is entitled to seek, in written form, certain compensation if the paid service from our offer was not
adequately provided. Every guest has the right of complaint for unprovided paid service. Every guest –
reservation holder, has to file a separate complaint.
The guest is required to complain to the agency about the inadequate service immediately on the arrival date or
by 10:00a.m. the next day by e-mail: tourist.biro.split@st.t-com.hr , on the phone number: +385 (0)21 347 271
or personally at the agency. The guest is required to cooperate with the service provider and the agency with
good faith in order to rectify the cause of complaint.
If the Guest should accept the given solution to the complaint that is in accordance to the paid service, the
agency is not required to accept a later complaint for the same service. If the complaint is not settled even after
an intervention on the spot, the Guest should send the agency a written complaint together with all additional
documents and photographs proving the bases for the complaint to the agency by e-mail: tourist.biro.split@st.t-
com.hr or by mail to this address: TURISTIČKI BIRO, OBALA HNP 12, 21000 SPLIT, CROATIA, within 8
days of the service in question. The agency will take into consideration only properly filed complaints received
within 8 days of the provided service.
The agency is required to resolve a written complaint within a maximum of 28 days. The maximum
compensation per complaint can amount to the cost of the part of the service(s) in the complaint, and it can not
amount to the total paid to the agency and cannot include services already provided. With this the Guest's right to
an ideal compensation of damages has been excluded.
Agency can not be held accountable for any weather conditions, cleanliness and sea temperature at the
destination in question, and for all other similar situations and events that might be unsatisfactory for the
customer, but are not directly related to the quality of the reserved accommodation unit (for example: bad
weather, poorly kept beeches; crowds or heat, theft or damage to property and so on.).

Article 15 – Court Jurisdiction
Guest and the agency will seek to resolve in agreement any possible disputes in regards to this contract,
otherwise it will be a subject of the competent court authority in Split, and the applicable law will be Croatian
Law.
FOR ALL CASES NOT DEFINED IN THESE CONDITIONS, THE CIVIL OBLIGATIONS ACT
APPLIES.