General terms and conditions
1. The Subject of the Contract
The subject of this contract is the settlement of relations between the
travel agency Euro Tours d.o.o., Partizanska 4/1, HR-52440 Poreč, VAT ID: 43241329399
, ID-CODE: HR-AB-52-040290709, Tel. +385 52 433 635, E-mail euro-tours@euro-tours.net
(hereinafter referred to as Euro Tours ) on its name and on behalf of the
contractual lessor on the one side, and for the accomodation user (hereinafter
the guest) on the other side, during the process of booking accommodation from
the offer of the Web page www.euro-tours.net and www.eurotours-villas.com
2. Reservation and concluding the contract
3. Prices and terms of payment
3.1. Accommodation price
The prices published on the Web page www.euro-tours.net are expressed in
EUR, and apply to the price of daily accommodation per accommodation unit in
the corresponding price season. The published prices are valid from the moment
of refreshing data on the Web page, ie from the moment of publication of a new
brochure. In accordance with Article 3.5 about price change, the price valid at
the moment of reservation is applied. If the facility contains several
identical accommodation units with the same description and prices, in the
facility's description the total number of such units will be listed, but only
one of them will be described. It is not compulsory for special offers to apply
to all accommodation units of the same type. Any additional services requested
by the guest (eg. extra cleaning, phone expenses, bike hire etc.) are not
included in the price and must be payed on the spot to the person in charge of
the facility's keys, or to a Euro Tours employee. The minimum length of stay in
the months June, July and August is 7 nights, while in the other months it is 4
nights. For a shorter stay the accommodation price goes up 30 %. The day of
arrival/departure is Saturday, unless otherwise specified. The accommodation
prices (unless otherwise specified) include: usual consumption of electricity,
heating in winter and air-con in summer, water consumption, gas consumption (if
available), final cleaning (if not otherwise specified), bedding, bath towels
and tourist tax.
3.2. Payment
Regardless of whether the reservation has been made directly by the guest,
or through a partner agency, upon receiving confirmation of reservation the
guest/agency has to make an advance payment of 30 % within the next 5 days,
thus definitely confirming the booking. The balance of the full amount has to
be paid at least 42 days before arrival and starting of using the reserved
service. For reservations made within 21 days before arrival the total amount
of reservation must be paid in the next 48 hours. Payment of reservations made
within 21 days before arival must be reconfirmed by written confirmation (
e-mail) of the made payment. Eurotours will send to each guest the confirmation
of the received payment with all necessary further details. Euro Tours reserves
the right to request a valid credit card number from the guest as payment
guarantee. In the case of the guest not sticking to the payment deadlines, the
reservation may be cancelled.
3.3. Reservation cancellation
In the event of the guest cancelling the reservation, the following
cancellation fees will be charged:
- Reservation cancellations notified 60 or more days before arrival: pre payment will be reimbursed
- Reservation cancelllations notofied between 59 and 42 days before arrival: 30 % of the total reservation cost is charged
- Reservation cancellations notified between 41 and 28 days before
arrival: 50 % of the total reservation cost is charged
- Reservation cancellations notified between 27 and 8 days before
arrival: 80 % of the total reservation cost is charged
- Reservation cancellations 7 and 1 day before arrivall: 90 % of the
total reservation cost is charged.
- Reservation cancellations on the arrival day or NO SHOW: 100 % of the
total reservation cost is charged.
The handling charges
of 50,00 € will be deducted from the payout which needs to be returned to the
guests.
The cancellation date
is considered to be the day when the cancellation notice has been received (if
it happens to be a holiday or Sunday, it will be considered the next working
day). In case of no-show or unnanounced delayed arrival, Euro Tours keeps the
total reservation amount.
3.4. Reservation change
On the guest's request the reservation may be changed in terms of change of
date, accomodation unit, accomodation type or names of persons if possible.
3.5. Price change
When selecting our facilities, special attention is paid to service
description and price calculation. However, despite this we are unable to
exclude the possibility of price and service change. In the event of such
changes, the guest will be notified when booking or, at the latest, upon
receiving booking confirmation. The items written on the booking confirmation
are final. It is unlikely that any changes will occur after the booking
confirmation, but we cannot entirely exclude not even this possibility.
Euro Tours has the right to
change prices in certain moments due to increasement or introduction of fees or
taxes on accommodation services, or due to significant changes in the rate of
exchange. To the guests who have already booked the accommodation, the original
price, on the day of their booking, will be charged and they cannot complain on
the price.
4. Accommodation from our offer
Euro Tours's accommodation offer consists of units owned by our contractual
partners – lessors on for whose account Euro Tours sells capacities on the
tourism market.
4.1. Maximum number of people
The accommodation units from our offer may only be accommodated by the
maximum number of people listed in the description of the reserved accommodation
unit posted on Euro Tours's Web pages. The same applies to children, regardless
of their age, with the exception of facilities allowing another child under the age of one free of charge. The
guest is asked to mention this fact while booking. It is also forbidden to
place tents or caravans on the land belonging to the facility.
After the lease beginning the guest is obliged to announce
previously all visitors that come to visit
him/her. In the event of exceeding the maximum number of
people, or placing a tent or caravan on the facility's land, the owner may
charge a fee per extra person, or remove the extra people from the estate, ie
demand the removal of the tent or caravan. If the guest ignores the request,
everyone will be removed from the estate and no refund will be made.
4.2. Youth groups
In case that the guests are younger than 21 years, they are
obliged to inform Euro Tours immediately at the reservation about the exact
number of guests and their age. In this case a payment of an additional deposit
might be necessary for the insurance against the property damage. Euro
Tours and the owner retain the right to
reject the groups of guests younger than 21 years in case that Euro Tours has
not been informed about their arrival, and in that case the guests are not
entitled to a return of the paid accommodation price.
4.3. Size of the facility
Our associates have personally visited each facility in our offer. With
listed facility sizes it is always about external dimensions, and consequently
there's a possibility that the internal dimensions may be up to 15 % smaller
than the ones listed.
4.4. Newly built
villas
At
the reservation of the newly built properties the guest must be aware that it
might happen that there was not enough time for the grass, plants, flowers or
other horticulture to grow in the garden.
4.5. Pets, bugs and allergies
Despite thorough cleaning and maintenance of our facilities, occasionally a
bug or mouse may be found who got there from their natural habitat where the
house is located. Euro Tours cannot be held responsible for this and the guests
cannot ask for any compensation. Although pets aren't allowed in all
facilities, this does not mean that there have never been any pets in the
booked facilities. Euro Tours does not take any responsibility for the guest's
allergic reactions in certain facilities.
The permission to keep pets shall be marked on the web page of
Euro Tours near each facility which
allows pets under the conditions foreseen for each facility separately, which
shall be mentioned on the web page. The pet owners are responsible for cleaning
of pet waste after their pet, and the pets are not allowed to sit on the
furniture at any moment. Each evidence on the stay of a pet on the furniture
may cause additional cleaning costs. Keeping of pets in a facility is an
exclusive responsibility of the guest, and owners and Euro Tours do not take over any responsibility for a
possible illness or injury that the pets might suffer during the stay. The
approach to the swimming pools is strictly forbidden to the pets.
If the guest brings a pet which was not announced, the owner
and/or Euro Tours retain the right to terminate the rental contract which comes
into force immediately, without the notice period, and the guest is obliged to
leave the facility permanently within 2 (two) hours with all the persons who
stay there, and he is not entitled to demand from the owner or Euro Tours the return of the paid accommodation price.
4.6. Noise
When selecting facilites from our our offer, we always make sure we select
facilities located in good, safe and quiet areas. Despite this, we cannot
guarantee that there will be no noise during the guest's stay, because we
cannot affect or control things such as traffic noise, noises from nearby
construction sites etc. Neither the owner nor Euro Tours can be held
responsible for noises coming from the facility's sorroundings and the guests
cannot ask for any compensation for it.
4.7. Swimming pool
In the event of the facility having a swimming pool, the guest is obligated
for safety reasons to stick to every advice of the owner or Euro Tours. Using the
pool is exclusively at your own risk. Children can use the pool only with an
adult present.
You should take in consideration that the usage of the whirlpool is related
to certain health risks and you use it at your own responsibility.
5. Features of the accommodation units
In many facilites from our offer guests have many features at their
availability such as a washing machine, dishwasher, fridges, microwaves, DVD
players, television sets, satellite receivers, a telephone, internet access,
swimming pool etc. They can freely use these features, but Euro Tours cannot be
held responsible if one of these features unexpectedly stops working during the
guest's stay. This also applies to sanitary facilities and installations.
6. Time of arrival and departure; shortening or extending your stay
After setting the total reservation cost, at least 4 weeks before arrival,
travel documents will be delivered to the guest confirming that he/she is the
legitimate user of the booked accomodation. These travel documents include a
voucher, a description of the journey describing the accurate route to the
accommodation and accurate information about where to collect the
accomodation's keys after presenting their confirmation of paying for the
booking.
The estimated time of arrival/departure is listed in the travel documents.
The time of arrival must be between 4 PM and 8 PM, while the time of departure
is till 10 AM. In the case of arrival not being possible before 8 PM, the guests
are obligated to notify the travel agent or person in charge of the keys, with
whom they will arrange when to collect the keys.
In the event of the guests wanting to extend their stay, they are asked to
inform promply their travel agent who will, if the desired period is available,
gladly book them an extension of their stay.
7. Ensuring replacement accommodation and reservation cancellation by Euro Tours
In exceptional cases due to unpredictable or unavoidable circumstances, Euro
Tours may give the guest appropriate replacement accommodation of equal value
and quality. Euro Tours is authorized to cancel the reservation before or
during the period of the guest usage of the accommodation, if unpredictable or
unavoidable circumstances occur preventing the accommodation's usage,
endangering the guest or accommodation, or lessening the service's quality to
the point of it being impossible to provide the contracted service. In this
case the guest will be refunded for payments already made, lessend by the cost
of already-used services. In any case Euro Tours is not required to pay to the
guest any compensation.
8. Other obligations of the guest
During their stay, it is the guest's duty to use the accommodation owner's
property and equipment with appropriate care. They must also adjust their
behaviour as not to disturb the other guests, neighbours and host. In the event
of the guest not adjusting their behaviour with the house rules even after
being warned, they lose their right to the booked accommodation and must leave
immediately without compensation. Any damages and deficiencies caused or
discovered by the guests must immediately be reported to the person in charge
of the keys or the Euro Tours 's employee. This way damages and deficiencies
will immediately be removed without lessening the quality of stay. The guest is
responsible for any damages or deficiencies they've cause if they cannot prove
that they're not responsible. The same applies if the accommodation unit, due
to damages, dirt or missing equipment cannot be submitted to the next guest for
them to use. The owner will charge the guest on the spot for any damages or
deficiencies.
8.1. Deposit
The deposit can be paid only in cash (as mentioned on your booking
confirmation). It is necessary to pay the deposit to the owner of the house otherwise
you will not receive your key.
The deposit serves as a security to the owner for caused damages
in a facility. In case that the caused damage is higher than the deposited sum,
the guest is obliged to pay the total damage amount to the owner. It can be
considered that a damage is also a need for an additional cleaning due to the
especially bad condition in which the guest returned the villa to the owner,
and the owner is entitled to use a deposit to cover that damage or demand an
immediate payment
If no damage is caused to the facility, the owner is obliged to
return the deposited sum to the guest at the takeover of keys at the guest`s
departure.
9. Complaints and compensation claims
It is the guest's obligation to conciously handle the unit and its
inventory. On the day of departure the accommodation unit must be in the same
condition as it was when the guest arrived. In the event of the accommodation's
condition differing from its condition when booked, the guest must in 24 hours
notify the person in charge of the keys. If visible irregularities are not
reported in mentioned time, it will be thought that the unit was handed over in
proper condition. If any irregularities occur during the guest's stay, it is
their obligation to act in the same way. In the event of the owner or person in
charge of the keys being unable to rectify the irregularity within a reasonable
period, it is the guest's duty to inform their agent or Euro Tours 's employee.
If the guest voluntarily leaves the facility or finds other accommodation
without giving Euro Tours time to resolve the issue causing the guest's
dissatisfaction, the guest is losing their right to receive compensation
regardless of whether their reasons for departure were justified or not. The
person in charge of the keys and the travel agent are not authorized to approve
compensation requests.
Compensation requests must be delivered to Euro Tours or your travel agent
in written or in personal form within their stay in the accommodation unit with
proof included (pictures, confirmation from the person in charge of the
keys/travel agent, witness statements etc.). Complaints made after check out
from the booked facility will not be taken into consideration. We emphasize
that it is in the guest's interest to act in good faith and show willingness to
resolve their complaint during their stay and to give their written complaint
to the owner on the spot, and request written confirmation that the complaint
has been received. If the guest does not meet these requirements, he / she is
losing his /her right to receive compensation.
Euro Tours is obligated to deliver a written decision regarding the
complaint within 15 days of receiving the complaint in the same form (e-mail,
ordinary mail, or personal delivery which will be replied by registered post
with a return receipt). If it is neccessary, in order to gather information and
verify the claims in the complaint, Euro Tours may postpone the decision
deadline for another 14 days, of which it is obligated to inform the guest
making the complaint in written form. Euro Tours will resolve only those
complaints for which the guest provides evidence that they gave their written
complaint to the service provider on the spot and that the cause could not be
eliminated on the spot. Until Euro Tours reaches a decision, the guest must
refrain from mediation by any other person, judicial institution or giving
information to the media.
10. EURO TOURS's obbligations
Euro Tours agrees to, on their behalf, ie on the behalf of the person in
charge of the keys or local agent, give the guest for the booked period a clean
and tidy accommodation unit equipped according to its description. If the unit
does not match the description on the reservation, Euro Tours will do
everything to ensure the removal of any deficiencies, ie to ensure replacement
accommodation of equal value. In the event of this being impossible, not being
acchieved in a reasonable period, or if the guest refuses the suggested
replacement accommodation, Euro Tours will reimburse the guest any form of
value reduction, as long as it has been undeniably established that Euro Tours is
responsible for it. If the guest experiences loss or damage due to Euro Tours 's
negligence, resulting in violation of the contract, Euro Tours accepts full
responsibility for the caused damage. Euro Tours's legal responsibility is
limited to the amount of the accommodation's price and does not include
personal damages such as material and financial losses. Euro Tours will not be
held responsible in the event of the losses or damages being attributed to the
following causes:
- Actions or omissions made by the guests or their companions;
- Unpredictable or inevitable failures of third parties not included in
providing the service listed in the booking;
- A higher force, events or unpredictable weather conditions which could
not be foreseen or avoided by Euro Tours, the travel agent or the person
in charge of the keys;
- Usage of swimming pools, children's playgrounds, any sports' facilites
(eg. a tennis court or football field, fitness centres etc.). Usage of
these facilities is exclusively at the guest's own risk;
- Damages and losses due to burglary.
The above listed causes equally apply outside the
contractual obligations. Euro Tours specifically rules out responsibility for
the actions of the auxiliary staff.
11. Travel documents
When travelling to the Republic of Croatia, the guest must have a valid
personal travel document (a passport or identification card, depending on the
guest's country of origin) not only for themselves, but for any other users of
the accommodation. Furthermore, it is the guest's duty to check whether visa is
required to enter Croatia or any countries on their way, obtain one on time, as
well as respect the customs and currency regulations of the Republic of Croatia
and any countries on their way.
12. The jurisdiction of the court
The parties commit to seek to resolve any disputes by mutual agreement, and
if this is not possible, in the event of a legal dispute the court in Pazin has
jurisdiction and the law of the Republic of Croatia is applied.