General conditions for provision of accommodation services

Velox d.o.o. tourist agency Velox Tours (hereinafter: Agency), acts as an intermediary for accommodation services between the guest and the service provider (renters of apartments, country houses etc.). Based on information published on its web pages, the Agency informs guests and ensures accommodation services in accordance with the booking confirmation.

Inquiries and booking reservations are received and confirmed by phone, e-mail-a, our web page or at our agency office, as well as in agency branch offices and through their web pages, agency’s contract partners. At reservation, the guest is obliged to provide all the necessary data required by reservation procedure. After availability of the required accommodation is checked, the guest will receive the written confirmation with the data on advance payment. Based on paid advance, the guest receives the booking confirmation – voucher.
Based on the reservation confirmation, it is considered that the guest is fully familiar with the general conditions of providing the accommodation service, and that they fully understand and accept it. In this way, everything stated in the general conditions and conditions of cancellation (individual accommodation units) becomes a legal obligation for both the guest and the agency.
Reservations can also be made on our website, and we offer various methods of booking accommodation.

Payment is in kunas according to the valid price list at the agency's reception desk (before 31/12/2022), unless otherwise stated in the offer. From 1/1/2023, the main currency will be EURO in accordance with the law of the Republic of Croatia. All price lists shall be given in kunas and Euros until the end of 2023.
a) Advance payment and other payments
Advance payment is mandatory, and it should be made after the availability confirmation is received, within 3 days (unless stated otherwise), or the reservation is considered to be cancelled. When making a payment, it is mandatory to state the name of the person who or for whom the reservation was made, the reservation number, and the name of the accommodation facility to which the advance payment (reservation) applies. The amount of advance payment is approximately 30% (unless stated otherwise) of the price of the whole arrangement, depending on the selected service and the time of use of service. The guest receives the booking confirmation based on advance payment.
If the guest makes a reservation via the website, in this case the guest will receive an invoice and a money order/voucher for the paid amount of 30% or 100% via e-mail (unless the guest has specified one or it is invalid).
b) The remaining amount to be paid
The remaining amount of the total payment, less the amount paid in advance, is paid at the office of the associate agency, at the agency's reception desk or (only upon the client’s request) by bank transfer or another payment method.

a) Basic services
The price includes the basic service that results from the description of the reserved service. Service prices are expressed in euros, and the agency reserves the right to change the published prices (in case of change in the price by the owner of accommodation or change in the exchange rate, i.e. larger currency differences that are possible until the end of 2022). For guests who have paid an advance for a specific reservation, the agency guarantees the price of the service resulting from the confirmed reservation, regardless of any subsequent changes in the price of services for the reservation in question.
If it happens that on the day of arrival, i.e. on the day of service provision, more persons arrive than indicated in the reservation confirmation or on the travel documents (VOUCHER), the agency has the right to refuse accommodation to unannounced guests or, if feasible, to accommodate unannounced guests for a surcharge on the spot according to the valid service price list
b) Special – other services
Special services are not included in the price of accommodation, but can be obtained by inquiry during the reservation or directly at the destination, if they are included in the description of the requested accommodation under "Additional costs". Special services are paid on the day of arrival at the agency or directly with the owner of the accommodation unit.

Pursuant to the valid law on tourist tax of the Republic of Croatia, a guest/citizen who uses the service of an overnight stay in an accommodation facility where catering or tourist activities are carried out in a tourist destination outside of their residence is obliged to pay a tourist tax. The amount of the tourist tax for a specific reservation depends on the destination in the Republic of Croatia and the period of stay, and it is charged according to these general conditions and simultaneously with the payment of the final amount for accommodation.

The offered accommodation units (apartments, country houses or other facilities) are described according to the official categorization by the competent institution, and based on an insight into the actual condition of accommodation at the time of publication, both by the agency and by our partners. The standards of accommodation, food and other services in some places and countries are different and not comparable. The agency is not liable for any oral or written information that is not in accordance with the description of services and facilities published on the agency's website.
Check in at the accommodation is after 3 p.m. on the day of starting the service, and if possible earlier, the guest will be informed by the agency on the spot. The guest is obliged to leave accommodation by 10 a.m. on the day of departure, unless otherwise agreed with the agency or the service provider. For announced arrivals that cannot happen before the nightfall, it is necessary to inform the agency at which you are registering no later than 8 p.m. If possible, the agency will wait for the guest.

In case the passenger wants to change or cancel the reservation made according to his request, they must do so in writing (by e-mail) if possible, no later than 30 days before the start of using the services. A change is considered to be a change in the number of persons, the start and/or end date of using the service, as well as the type of service. Reservation change, if possible without additional costs, will be made free of charge. In the event that it is not possible to change the reservation, and if the guest cancels the confirmed reservation because of this, the advance payment is not reimbursed, but used to cover the costs of canceling the reservation. If the guest does not show up at the destination by 12:00 the next day (after the first night) without notifying the Agency about the delay or cancels the rented services after the start of use, the guest has no right to claim the amount paid.
If the passenger has to cancel the reservation, the agency offers them the possibility to find a new passenger/user or to move the reservation to another date for the same reservation if possible (this also depends on the final service provider). In that case, the agency will charge only the actual costs caused by the change of Passenger (if any and depending on the cancellation conditions of the specific accommodation). The new user of the reservation assumes all obligations from these general conditions.
In case of reservation cancellation due to force majeure, the guest must pay only the actual costs of the cancellation, but no more than 30% of the total price of the accommodation. Different cancellation rules apply to each individual accommodation on our pages, and the same will be highlighted under the section "CANCELLATION RULES", which may be different from those listed above, and the same will automatically take priority over the "General conditions for providing accommodation services".

- Up to 45 days free cancellation –
The guest may cancel the reservation up to 45 days before arrival, the advance payment will be returned, but the transaction costs are borne by the guest.
- From 45 days to 30 days, 50% -
If the guest cancels the reservation within 45 days to 30 days before arrival, they lose 50% of the advance payment and the transaction costs are borne by the guest.
- From 30 days to the arrival day, 100% -
If the guest cancels the reservation within 30 days before arrival, the deposit (full amount) will not be refunded.
- No show –
In case the guest does not show up on the day of arrival, the accommodation will be reserved until 12:00 the next day. If the guest announces his non-arrival due to private reasons, and that it is not possible to arrive on the agreed date, in that case they can change the day of arrival, but the nights not spent will still be charged.
- Moving the reservation to the next season or another term –
In the event that the guest requests to transfer the reservation to the next season/year or to another date due to COVID-19 disease or other health problems (with presentation of valid medical documentation), the advance payment (or the full amount) will be transferred to the next year/season or another date with the condition that the remaining amount must be paid by a certain date in the following year (or the same) in order for the reservation to remain fixed; this condition does not apply if the guest cancels the reservation within 15 days before arrival. In case the guest does not pay the remaining part by the agreed date, the reservation/s will be cancelled.
All of the above cancellation conditions are standardized and may differ depending on the accommodation provider.

The agency reserves the right to change or cancel the reservation if extraordinary circumstances occur that cannot be predicted, avoided or eliminated, such as (unrest in the country, war, terrorist actions, sanitary and similar disturbances in the service facility, natural disasters, interventions by competent authorities , illness or death of the service provider, etc.).
In the event the adequately replacement of the confirmed accommodation is not possible, the agency reserves the right to cancel the reservation with prior notice to the guest at least 7 days before the start of use of service, and guarantees the refund of the previously paid amount in full. If, due to justified reasons, an adequate replacement is not possible on the day the service begins, the agency will provide the guest with information on possible accommodation of the same or higher category.

The guest is obliged to: possess valid travel documents, comply with the customs and foreign exchange regulations of the Republic of Croatia, to provide the agency with one of the documents (passport or identity card depending on the agency's request) required for guest registration upon arrival at the chosen destination, to have a VOUCHER / booking confirmation received at booking confirmation and to give it to the agency on the day of arrival at the chosen destination so the remaining amount of the service can be paid, and which is previously confirmed and to be able to start using the paid service, to comply with the house rules in accommodation facilities and to cooperate with service providers in good faith. In case of non-compliance with these obligations, the guest bears the costs and is responsible for the damage caused, and the agency accepts no responsibility for the damage.

The agency undertakes to issue to the guest, based on the advance payment for the reservation, a confirmation of the reservation made, a VOUCHER for the full payment, containing all the services that will be used. The agency undertakes to enable the use of the confirmed service, to take care of the guest's rights and interests in accordance with regulations in tourism, and to perform all its obligations in accordance with these conditions.

The agency is not responsible for damaged, destroyed or lost luggage, nor for the theft of luggage or valuables at the accommodation. Lost luggage or theft is reported to the agency where the guest registered, to the accommodation service provider or to the relevant police station.

Because we respect your privacy, we apply the following principles: we need your data when booking accommodation exclusively to identify and connect you with the offered service, we pass your personal data only to the third party that is essential for the realization of the reservation.

The Agency reserves the right to change the terms of use of these pages and other terms of business. Changes do not affect reservations that are already made and paid.

The agency's website serves exclusively to inform guests about the offer of service providers based on descriptions and pictures, to check available dates for renting accommodation and to make reservations. We draw your attention to the fact that transactions through our websites may only be performed by adults and that you hereby assume financial
responsibility for your transactions or transactions performed by minors in your household. You are also responsible for minors who use your data here, as well as for the truthfulness and accuracy of your data that you have provided for the purpose of making reservations and financial transactions. In case of any misuse of these pages (fake bookings, etc.), you will be denied access.

If the guest has an objection to the incomplete execution of the confirmed service by the agency, they can demand proportional compensation by submitting a written complaint.

Complaint procedure:
The guest is obliged to immediately, on the day of arrival, report to the agency where he registered the inappropriate service, or to inform the agency about it by e-mail or by phone. The guest is obliged to cooperate with the agency, partner agency or accommodation owner in good faith, so that the complaint can be resolved at the spot to mutual satisfaction. If the guest does not accept the offered solution to the complaint that corresponds to the paid service at the spot, the agency is not obliged to accept the subsequent complaint. If the guest does not accept the agency's decision, and subsequently decides to claim the paid money, they may not stay in the advertised accommodation. At the latest within seven days after the end of the term of the advertised service, the guest is obliged to lodge a complaint in writing (by e-mail or post). Complaints received outside the agreed deadline, and with incomplete documentation (photos, data from other credible sources) will not be taken into consideration. The agency will consider only fully documented complaints received within 7 days. The Agency undertakes to make a written decision on this complaint within 15 days after receiving the complaint. The Agency may postpone the deadline for the resolution of the complaint due to the collection of information and verification of allegations of the complaint with the service provider for a maximum of additional 15 days. Until the agency makes a decision, the guest renounces mediation by any other person, arbitration by the Association of Croatian Travel Agencies, or judicial institutions, as well as providing information through public media.
The Agency will deal only with complaints the cause of which could not be eliminated at the spot, i.e. in the place of use of service. The highest compensation per complaint can reach the amount of the advertised part of the service, and it cannot include already used services or the entire amount of the service. The guest's right to compensation for ideal damages is hereby excluded. If the guest finds another accommodation on their own initiative, without giving the agency a chance to resolve the cause of dissatisfaction within the agreed period, they cannot demand a refund or file a lawsuit for compensation.

The Guest and the Agency will try to resolve any disputes in implementation of this contract amicably, otherwise they will submit to the decision of the competent court in Pazin.