General Terms of Service
The service business and tourist agency HORIZONT (hereinafter referred to as the Agency) is committed to informing and protecting the client, and these terms form an integral part of the Agreement or the Travel Document – the voucher for services related to the use of accommodation capacities presented on the Agency’s website or in person, as well as for bookings made for the use of accommodation capacities offered by the Agency.
Only an adult (hereinafter referred to as the client) can book accommodation or any service from the Agency's offer.
By confirming the reservation or using this website or any service from the Agency's offer, you accept all the information and conditions from the program as well as the rules and general terms of service presented here. When making a reservation, the client confirms that they are familiar with these General Terms of Service, that they have carefully read them, and that they fully accept them. In this way, all provisions in these General Terms of Service become a legal obligation for both the client and the Agency.
CONTENT OF OFFER, CATEGORIZATION, AND DESCRIPTION OF SERVICES
The Agency is committed to providing the client with accommodation according to the published information for the reserved period, in accordance with the confirmed reservation, except in cases of exceptional circumstances (force majeure, illness or death of the service provider or their immediate family), extraordinary circumstances that cannot be foreseen or resolved (earthquakes, floods, fires, droughts), wars, strikes, terrorist actions, restrictions issued by the state (mobilization, travel bans).
Although the Agency ensures that all published data and images related to the characteristics of the accommodation units are as accurate as possible, the information may contain occasional, typographical, or grammatical errors. The client should accept that minor differences between the text, photographs, and the actual accommodation are possible.
Numerical information about the size, distances, etc., is provided with a tolerance of +/- 20%.
Accommodation, food, services, and other standards vary in different places and countries and are not comparable. Accommodation units are described based on the official categorization of the relevant institution and based on a review of the actual condition at the time of publication. Changes, additions, and corrections of information are carried out continuously.
The Agency is not responsible for direct, indirect, punitive, incidental, special, or any other consequential damages related to the use of any information.
Renters reserve the right to change the exterior/interior, furniture, accessories, equipment, or other advertised activities without prior notice.
INQUIRIES AND RESERVATIONS
Inquiries and reservations for accommodation and other services from the agency's offer are accepted via email, phone, in writing, or in person at the ADRIA SUN agency office.
Only an adult (hereinafter referred to as the client) can make a reservation for accommodation or any service from the Agency's offer.
Submitting a completed reservation form from our website is considered a preliminary reservation. The calendars on the site are updated daily. Upon receipt of the preliminary reservation, the Agency will check the availability of the accommodation unit and send the client a reservation confirmation via email.
For the reservation to be valid, the client must pay a deposit within 48 hours of receiving the reservation confirmation.
The deposit is 30% of the total amount, and for reservations shorter than 5 nights, the deposit is 50% of the total amount. The remainder of the amount is paid on the day of arrival at the accommodation unit.
For certain properties, the entire amount must be paid a month before arrival, as stated in the property description. After paying the deposit, the guest is obliged to send the Agency proof of payment by email.
If the reserved date is within 15 days from the inquiry, the client is required to pay the deposit within 12 hours of accepting the offer and immediately notify the Agency by email.
The deposit can be paid by credit card, PayPal, or bank transfer. The entry and transfer of personal data and credit card numbers are protected by a 256-bit SSL encryption protocol provided by the WSpay™ online credit card authorization system.
Credit card authorization and payment are processed in real-time using the WSpay™ system for card authorization and payment.
All bank charges and other incurred costs are the responsibility of the client. The client must inform their bank to cover all costs when paying the deposit. Otherwise, the difference will be charged when paying the remainder directly on-site.
If the deposit is not received within the specified period as confirmation of the reservation, the reservation will be considered invalid.
Upon receipt of the deposit, the Agency will send the client a Travel Document (voucher) by email with all the details related to the service. This also confirms the client as the user of the reserved services.
When making a reservation, the client must provide all the required information requested by the reservation process.
All records are kept under the name of the first person listed (reservation holder). The reservation holder must be over 18 years old and authorized by others to make the reservation on behalf of all persons named in the inquiry. By completing and submitting the reservation form, the reservation holder confirms that they are authorized to make the reservation on behalf of all involved and that all agree and are bound by the reservation terms. The reservation holder is responsible for paying the deposit and the balance.
Upon arrival at the destination, you are required to register. To register, you must present the travel document (voucher) and valid documents (passport, ID card) for everyone in the group.
Check-in is possible from 14:00 to 20:00. For certain properties, check-in is possible from 16:00, as stated in the property description. Arrivals outside the stated times are possible by prior arrangement. In such cases, please contact us in advance to arrange the details.
The handover of the keys for the rented accommodation units is usually done at the property by the service provider.
If the client does not arrive on the day of arrival and does not justify their absence by phone or email, it will be considered that the client has canceled the reservation, and the reserved accommodation will be made available for further reservations.
Check-out is possible from 08:00 to 10:00. Early check-out must be arranged in advance.
PRICE OF SERVICE
Accommodation prices displayed on the website vary from one property to another and are listed next to each accommodation unit. Prices include the basic service as described for the accommodation unit in the reservation. Accommodation units are rented furnished and adequately equipped, in accordance with the categorized standard, and the rental price includes bedding, towels, water, electricity, gas, and final cleaning. Bedding and towels are changed weekly. For some accommodations, there may be an additional fee for final cleaning. If this is the case, it will be indicated in the accommodation description.
Special services are those services that are not included in the price of accommodation (e.g., pets, air conditioning use at some properties, extra bed) and are therefore charged separately. These services should be requested when booking. Bringing pets and the number of pets must be agreed upon before the reservation. Air conditioning may have an additional fee, which is noted in the accommodation description.
If more people arrive at the reserved accommodation unit than indicated on the Travel Document (voucher), the service provider has the right to refuse accommodation to unannounced guests or to accept all guests with a surcharge for unannounced guests on-site.
The service provider is not obligated to extend the service beyond the period stated in the voucher but may extend the accommodation service for an additional fee. The provider is not required to provide services not listed on the voucher.
Under current regulations regarding the tourist tax, the guest is required to pay the tourist tax simultaneously with the accommodation fee. The final amount of the tourist tax is calculated according to the regulations and depends on the number of persons, their age, and the period of stay. For many accommodation units, the tourist tax is already included in the price. On the reservation calculation, the amount of the tourist tax will be displayed, or it will be noted that it is already included in the price.
Prices in our offers and programs are based on contracts with lessors and our partners and may not correspond to prices posted on-site at the property where the client is staying. Any price differences cannot be the subject of complaints.
If you intend to organize an event (dinner, party, cocktail party, wedding, etc.) at the rented accommodation, you must first obtain permission. Larger events must be announced before arrival, and there may be additional charges at the discretion of the lessor (special fee, increased deposit, etc.).
TRAVEL INSURANCE
Our accommodation prices do not include travel insurance for risks during travel.
In accordance with the Tourism Services Act, agency employees where the arrangement is paid are required to offer travelers a "package" of travel insurance that consists of travel health insurance for the time spent abroad, luggage insurance, accident insurance, and travel cancellation insurance.
By accepting the travel contract, which includes these General Terms of Travel, the client confirms that they were offered a "package" of travel insurance.
When contracting the travel insurance package from the insurance company, it is necessary to provide the full name, address, and personal identification number (OIB) of the insured person.
Travel insurance cannot be contracted retroactively!
We are required to inform you that according to Croatian laws, foreign nationals are insured only within the territory of the Republic of Croatia. We recommend that foreign nationals arrange this insurance in their own country.
AGENCY'S RIGHT TO CHANGES AND CANCELLATIONS
The Agency reserves the right to change the reservation if extraordinary circumstances occur that cannot be foreseen, avoided, or eliminated (force majeure).
The reserved accommodation can only be replaced with prior notice to the guest and only with accommodation of the same or higher category at the price confirmed by the client.
In extremely rare cases where changes or cancellations of the reservation are necessary, we will inform you as soon as possible and try to find alternative accommodation of a similar type, standard, and location. If it is not possible to offer alternative accommodation or it is not accepted, the agency reserves the right to cancel the reservation with prior notice to the traveler and guarantees a refund of the full amount paid, after which all obligations and responsibilities of the agency cease, and the traveler has no right to request compensation.
GUEST'S RIGHT TO CHANGES AND CANCELLATIONS
In the event that the guest wishes to change or cancel a reservation made based on their request, they must do so in writing (via email, post, or fax).
A change is considered a modification in the number of people or the date of the start and/or end of the service use, no later than 30 days before the service start date.
If a change to the reservation is not possible, and the guest cancels the confirmed reservation because of this, the following cancellation conditions will apply.
Changing the accommodation unit and any change within 30 days before the start of the reservation or during the reservation is considered a cancellation of the reservation.
In the case of cancellation of a fixed confirmed accommodation reservation, the date of receipt of the written cancellation will serve as the basis for the calculation of cancellation costs as follows:
- For cancellation up to 30 days before the start of the service, 30% of the total accommodation price will be charged.
- For cancellation 29 to 15 days before the start of the service, 40% of the total accommodation price will be charged.
- For cancellation 14 to 8 days before the start of the service, 50% of the total accommodation price will be charged.
- For cancellation 7 to 2 days before the start of the service, 70% of the total accommodation price will be charged.
- For cancellation 1 to 0 days before the start of the service or in the case of no-show by the client on the day of the service start, 100% of the total accommodation price will be charged.
If the client must cancel the reservation within 7 days before the start of the service, the agency offers the possibility for the client to find a new client/user for the same reservation if possible (which also depends on the ultimate service provider). The new user assumes all obligations under these General Terms of Service.
OBLIGATIONS OF THE AGENCY
The Agency is obliged to ensure the implementation of services, as well as the selection of service providers, and to take care of the rights and interests of the client, in accordance with the best practices in tourism.
The Agency will fulfill all obligations in full and in the manner described, except in extraordinary circumstances.
If the Agency acts as an intermediary in programs provided by a third-party tour operator or in individual services provided by other service providers, such as excursions, rent-a-boat, rent-a-car, etc., it is only responsible for the correct provision of the mediation service, not for the service itself.
OBLIGATIONS OF THE CLIENT
The client is obligated to have valid travel documents, comply with the customs and foreign exchange regulations of the country of destination, adhere to the house rules in the accommodation unit, and cooperate with the service providers in good faith.
The client is required to check whether a visa is required to enter the country of destination or neighboring countries. In the case of non-compliance with these obligations, the client bears the costs and is responsible for any damages incurred.
By confirming the reservation, the client agrees to maintain the property, including all furniture, equipment, and surrounding areas, in the same condition as when they started using the accommodation.
Final cleaning is included in the price unless otherwise stated, and you are expected to maintain a reasonable level of cleanliness and order in the property.
The client must leave the accommodation unit in a "decent condition" on the day of departure, regardless of the final cleaning performed by the service provider. "Decent condition" includes washing dishes and removing trash.
As the renter, you are responsible for any damages or loss of items, and the lessor reserves the right to charge for any extra cleaning beyond the standard and for any damage incurred.
SAFETY AND VALUABLES
The Agency is not responsible for damaged, destroyed, or lost luggage, nor for any theft. Valuables left in the rented accommodation are at your own risk. Neither the lessor nor the Agency bears any responsibility for their loss.
Lost luggage, items, or theft must be reported to the accommodation service provider and the nearest police station.
If you decide to leave the accommodation due to a burglary, no compensation or refund will be granted.
Neither the Agency nor the lessor assumes any responsibility in the event of death, illness, or injury of anyone in the rented accommodation.
The Agency is not responsible for any damage or loss to either the client or the service provider.
RESOLVING COMPLAINTS
Every client has the right to submit a complaint to the Agency if the services purchased are incomplete or of poor quality, or if the client is dissatisfied with the conditions upon arrival. Complaints must be made immediately upon arrival, and no later than within 24 hours of arrival at the accommodation unit.
The client is obliged to cooperate with the Agency and the service provider in good faith to resolve the reasons for the complaint. If the reasons for the complaint cannot be resolved, the Agency commits to offering, when possible, alternative accommodation. If the guest accepts the offered solution to the complaint, which corresponds to the paid service, the Agency is not obligated to accept any further complaints.
If the guest is dissatisfied with the accommodation and leaves the property without giving the Agency a chance to address the issue or to find alternative accommodation, the guest is not entitled to a refund or compensation, regardless of the justification of their reasons.
If the client and the Agency cannot find a mutual solution, a written confirmation of this will be created in two copies, both signed by the client and the Agency. The client retains one copy of this confirmation. Only written complaints dealt with during the stay will be considered, provided the issue could not be resolved on-site.
If the client on-site does not accept the proposed alternative solution to the complaint, which corresponds to the paid service, the Agency will not accept any subsequent complaints, nor will they respond to them. This excludes the right of the guest to claim non-material damages, and subsequent complaints regarding the used service will not be considered.
If the problem is not resolved, the client must send a written complaint with accompanying photographs and the signed confirmation within 8 days of returning from the vacation to the email address [email protected] or by post to the Agency’s address.
The Agency will only consider fully documented complaints received within 8 days after the end of the service.
The Agency is obliged to provide a written solution to the complaint within 15 days of receiving the complaint. The Agency will only address complaints that could not be resolved on-site.
The highest compensation per complaint can reach the amount of the disputed part of the service and cannot include already used services or the full cost of the arrangement. This excludes the right of the guest to claim non-material damages.
The Agency cannot be held responsible for potential weather conditions, interruptions in electricity or water supply, roadworks, noise from outside the property, sea cleanliness, or any other similar events and situations beyond the Agency’s control that may cause dissatisfaction to the guest but are not directly related to the quality of the reserved accommodation unit.
PRIVACY PROTECTION
The Agency will collect and process only those personal data of the client that will remain maximally protected and will be used for the process of fulfilling the requested service.
If you decide to use any of our services, it will be necessary to provide the requested personal data to complete the reservation and booking of the requested service.
We collect only the data necessary for the regular procedure related to the booking of the selected service, and in this process, we only use the information we receive from you. We inform you that your data will be used to occasionally notify you of relevant offers and changes. If you do not wish to receive any notifications about changes, benefits, and special offers, please let us know. All user data is strictly protected and available only to employees who need it to perform their job. All Agency employees and business partners are responsible for complying with the principles of protection. The Agency may disclose personal information only if required by law or a court order, and if there is a need to protect the personal safety of users or the public.
REVIEW PUBLICATION
If a client submits a review of the accommodation, the Agency reserves the right to publish it on its website. If the client explicitly requests the removal of the review, the Agency will do so as soon as possible.
LINKS TO THIRD-PARTY SITES
The Agency's website contains links to websites controlled by other physical or legal entities. These links are provided only as recommendations and as potential sources of additional information. The Agency has no influence over them and disclaims any responsibility for their content, accuracy, or truthfulness.
NOTE
By confirming the reservation and paying the deposit, the client confirms their consent to the terms mentioned above.
COURT JURISDICTION
All complaints will be resolved amicably wherever possible. In cases where complaints and disputes cannot be resolved amicably, the jurisdiction of the Municipal Court in Zagreb is determined, and Croatian law will apply.
The competent authority overseeing the activities of the tourist agency in providing services is the State Inspectorate, Šubićeva 29, 10000 Zagreb.