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A traveler has the right to file a complaint for an unmet contracted service. The traveler is required to submit a written complaint to VELOX d.o.o., travel agency, within 8 days from the completion of the trip. It is emphasized that it is in the traveler’s interest to act in good faith and express the will to resolve the complaint during the trip and submit the written complaint to the service provider on-site (at the reception, transport provider, hotelier, or travel agency at the destination), and ask the service provider for a written confirmation that the complaint has been received. Each traveler – contract holder must submit their complaint separately. VELOX d.o.o., travel agency will not consider group complaints.
VELOX d.o.o., travel agency is obliged to provide a written response to the complaint within 15 days from receiving the complaint, in the same manner in which the complaint was received (via email, mail, or personal delivery, to which a written reply will be sent with a return receipt). VELOX d.o.o., travel agency will only address complaints for which the traveler provides proof that they have submitted the written complaint to the service provider on-site and that the issue could not be resolved on-site. If the failure to fulfill the program or part of the services is due to the fault of VELOX d.o.o., travel agency, the traveler is entitled to compensation equal to the actual value of unused services and cannot include already used services or the total amount of the arrangement.
In case of a “last minute” travel contract (last-minute trip) or a contract where the traveler learns about the accommodation provider only upon arrival at the destination (promotions like: Fortuna, roulette, no name, As, Joker, etc.), the traveler accepts all the risks of such a trip. These types of trips contain uncertain facts that VELOX d.o.o., travel agency cannot influence, and the traveler has primarily accepted such a trip due to a lower price, and thus the traveler has no right to file a complaint against VELOX d.o.o., travel agency.
In the case of a dispute regarding an online sales and services contract, the consumer can file a complaint or initiate the process for online dispute resolution through the platform for online dispute resolution available at the following link: https://ec.europa.eu/consumers/odr/
For more information click on general terms and conditions.
The complainant regarding travel services may also submit a proposal for mediation to the Croatian Chamber of Economy’s Mediation Center, Rooseveltov trg 2, 10000 Zagreb, mediation@hgk.hr, www.hgk.hr
Until VELOX d.o.o., travel agency makes a decision regarding the complaint, the traveler waives the mediation of any other party, judicial institution, or giving information to the media.
In accordance with Article 6, paragraph 1, item 3 of the Tourism Services Act NN no. 130/17 and Article 10, paragraph 1-6 of the Consumer Protection Act NN no. 110/15, the consumer complaint can be submitted in writing to:
Upon receiving the complaint, the company will promptly confirm receipt of the complaint in writing and will respond in writing within 15 days from the date of receipt.
Customer:
Name and surname: ___________________
Address for response delivery: ___________________
