GENERAL TERMS AND CONDITIONS OF TRAVEL

1. DETAILS OF THE TOURISM SERVICE PROVIDER

The tourism service provider is the travel agency ZAGORKA tours j.d.o.o. (hereinafter: the “Travel Organiser”), with its registered office at Livadarska ulica 16, 10340 Vrbovec, Croatia, OIB: 03599696558, Identification Code: HR-AB-01-081096085.

Unless otherwise stated in these General Terms and Conditions, all communication with ZAGORKA tours j.d.o.o. may also be conducted in writing by email.

2. SUBJECT MATTER AND COMPONENTS OF THE AGREEMENT

The Agreement regulates the rights and obligations of the Travel Organiser as a tourism service provider, as well as the rights and obligations of the Traveller purchasing the tourism service.

The Agreement consists of the Travel Programme, through which the Travel Organiser makes an offer to the Traveller for an Excursion or Package Travel, these General Terms and Conditions, and the Travel Application signed by the Traveller, by which the Traveller accepts the proposed Travel Programme and all terms stated therein.

The following constitute integral parts of the Travel Agreement:

• Travel Programme
• Travel Application
• General Terms and Conditions of Travel

3. BOOKING AND CONCLUSION OF THE AGREEMENT

The Agreement is concluded upon the Traveller's acceptance of the tourism services specified in the Travel Programme. The offer is accepted by completing the Travel Application, which specifies the type and quantity of tourism services, payment method and insurance options.

Upon booking, the Traveller shall pay 30% of the package price per person, unless otherwise stated in the Travel Programme.

The remaining 70% of the total package price must be paid no later than 21 days before the start of the trip, unless otherwise stated in the Travel Programme.

In the case of instalment payments, documentation securing the undisputed collection of the total price by the agreed payment deadline shall be provided no later than 21 days before the start of the trip.

By submitting and signing the Travel Application, the applicant confirms that, prior to submitting the application, they have read all components of the Agreement and accept them in their entirety.

By accepting the offer, signing the Travel Application and paying 30% of the package price, a Travel Organisation Agreement is concluded between the Traveller and the Travel Organiser.

The Travel Organiser, ZAGORKA tours – travel agency j.d.o.o., reserves the right to reject any Travel Application.

If it subsequently becomes apparent that the Agreement was concluded on the basis of inaccurate or incomplete information provided in the Travel Application, the Travel Organiser shall be entitled to terminate the Agreement without granting an additional period for compliance, in accordance with these General Terms and Conditions.

4. OBLIGATIONS OF THE TRAVEL ORGANISER

The Travel Organiser is obliged to provide the Traveller with services having the content and characteristics specified in the Agreement and to safeguard the rights and interests of the Traveller in accordance with customary business practices in the tourism industry.

The Travel Organiser shall not be liable in circumstances beyond its control and excludes liability for changes to or non-performance of services caused by force majeure, as well as delays in means of transport for which the carrier is not liable under applicable legislation and international conventions.

In such circumstances, the Travel Organiser is not obliged to cover all additional costs incurred by the Traveller.

Such circumstances include, in particular:

• war, acts of war, civil unrest and terrorist attacks;
• strikes;
• natural disasters;
• decisions of competent government authorities adopted after publication of the Travel Programme which are legally binding;
• cancellation of flights and/or delays of aircraft or other means of transport, etc.;
• all other similar extraordinary circumstances which the Travel Organiser could not have foreseen, avoided or remedied.

Within a reasonable period before the start of the trip, the Travel Organiser shall provide the Traveller, in writing or on another durable medium, with information regarding the location of any intermediate destination or change of means of transport and the expected arrival time at that location; the Traveller's seat or position in the means of transport; the name, address and telephone number of the local representative of the Travel Organiser or, where no such representative exists, the person whom the Traveller may contact in case of difficulties; or, where no such person exists, a telephone number or other means of contacting the Travel Organiser.

In the case of travel involving minors, information shall also be provided regarding the means of establishing direct contact with the minor or the person responsible for the minor.

The Traveller shall also be informed of the possibility of concluding an insurance contract covering the costs of termination of the Agreement by the Traveller or the costs of assistance and repatriation to the place of departure in the event of an accident or illness.

5. CANCELLATION OF THE TRIP BY THE TRAVEL ORGANISER OR CHANGES TO THE TRAVEL PROGRAMME

If an insufficient number of Travellers has registered for a trip, the Travel Organiser reserves the right to cancel the trip no later than 7 days before its scheduled start. In such a case, the Traveller shall be refunded the full amount paid for the package.

The minimum number of Travellers required for a particular trip is specified in the relevant Travel Programme/package.

If extraordinary circumstances arise which cannot be foreseen, avoided or remedied, the Travel Organiser reserves the right to modify the Travel Programme.

The contracted accommodation may only be replaced with accommodation of the same or a higher category.

The Travel Organiser reserves the right to change the date or time of the trip due to changes in flight schedules or unforeseen circumstances, as well as the right to change the route if travel conditions change, including changes to flight schedules, the security situation in a particular country, natural disasters or other circumstances beyond the Organiser's control.

Such changes shall be made in accordance with applicable domestic and international transport regulations and without liability for damages.

The Travel Organiser shall not be liable for changes resulting from unforeseen circumstances or force majeure occurring during the trip. In such circumstances, the Organiser may arrange services according to the circumstances prevailing at the time.

The Travel Organiser shall not be liable for printing errors in brochures/catalogues or incorrect data entered by operators on websites.

6. TRAVEL ORGANISED BY OTHER ORGANISERS / TOUR OPERATORS

For all travel arrangements where ZAGORKA tours is the Responsible Travel Organiser, these General Terms and Conditions shall apply.

Where ZAGORKA tours acts as an intermediary and is not the Responsible Travel Organiser, the Responsible Travel Organiser shall be stated in the Travel Agreement. In such cases, the General Terms and Conditions of the Responsible Travel Organiser shall apply, and ZAGORKA tours shall not be responsible for the implementation of travel arrangements organised by another Responsible Travel Organiser.

By signing the Agreement, the Traveller fully accepts the Travel Programme and the applicable terms and conditions.

7. OBLIGATIONS OF THE TRAVELLER

The Traveller is obliged to pay the costs of the travel arrangement in accordance with these General Terms and Conditions.

The Traveller is obliged to possess valid travel documents and comply with customs and foreign exchange regulations of the destination country and all countries through which they travel in transit.

If the Traveller is unable to continue the trip due to a violation of applicable regulations, all resulting costs shall be borne by the Traveller responsible for the violation.

Upon arrival at the destination, the Traveller must present the service provider with proof of the paid service – the hotel voucher.

The Traveller shall be personally liable for any damage they cause, particularly damage resulting from non-compliance with the Agreement and these General Terms and Conditions.

Any damage caused by the Traveller must be paid immediately at the hotel reception or at another location designated by the natural or legal person who suffered the damage.

In accordance with the applicable Croatian residence tax regulations, the Traveller is obliged to pay the residence tax at the same time as paying for the accommodation service.

The Traveller shall bear any costs resulting from the loss or theft of personal documents during the trip.

The representative or tour escort shall provide assistance insofar as this does not interfere with the smooth implementation of the Travel Programme.

8. CANCELLATION OF THE TRIP BY THE TRAVELLER

If the Traveller wishes to cancel the trip, the cancellation must be submitted in writing by email to the travel agency at info@zagorkatours.eu.

The date on which the written cancellation is received shall serve as the basis for calculating cancellation fees.

The amount of cancellation fees shall be determined according to the date of cancellation and the type of trip.

If the Traveller who is the holder of the Agreement cancels the trip but finds another person to take over the same reservation who meets all applicable requirements, the Travel Organiser shall charge only the costs incurred as a result of the substitution.

If the Traveller cancels or shortens the trip due to weather conditions, the Travel Organiser shall apply the cancellation scale below, and subsequent claims shall not be accepted.

Where the actual costs incurred exceed the amounts specified in the scale, the Travel Organiser reserves the right to charge the actual costs incurred.

For this reason, the Travel Organiser recommends purchasing travel insurance.

If the Traveller cancels a paid travel arrangement, ZAGORKA tours shall retain the following percentages of the total package price:

European trips, holidays and ski trips

• cancellation up to 30 days before departure: 20%;
• cancellation 29–22 days before departure: 30%;
• cancellation 21–15 days before departure: 50%;
• cancellation 14–8 days before departure: 80%;
• cancellation 7–0 days before departure: 100%.

For cancellations made 7–0 days before departure, including “no-show”, or in the event of interruption of the trip initiated by the Traveller, the Organiser shall charge 100% of the package price.

Long-haul trips and foreign language courses

• cancellation up to 30 days before departure: 25%;
• cancellation 29–15 days before departure: 80%;
• cancellation 14–0 days before departure: 100%.

For cancellations made 14–0 days before departure, including “no-show”, or in the event of interruption of the trip initiated by the Traveller, the Organiser shall charge 100% of the package price.

Cruises

• cancellation up to 46 days before departure: 10%;
• cancellation 45–31 days before departure: 25%;
• cancellation 30–16 days before departure: 50%;
• cancellation 15–8 days before departure: 80%;
• cancellation 7–0 days before departure, including “no-show”, or in the event of interruption of the trip initiated by the Traveller: 100%.

The above cancellation fees also apply to changes to the departure date or accommodation facility, as well as all other material changes.

TRAVEL WITH LOW-COST AIRLINES (e.g. EasyJet, Vueling, Volotea, Ryanair, etc.)

For travel involving certain low-cost airlines, the Traveller must provide, no later than 15 days before the scheduled travel date, the accurate information required for issuing a boarding pass: full name, date of birth, passport number, passport expiry date and nationality.

If the Traveller cancels a trip involving a low-cost airline, the Traveller shall bear the full cost of the airline ticket or the cost of a name change, in accordance with the applicable terms and conditions of the relevant low-cost airline.

Hotel and other package costs shall be calculated in accordance with the Traveller cancellation terms applicable to European trips.

AIRLINE TICKETS AND INDIVIDUAL TRAVEL

In the event of cancellation of an airline ticket by the Traveller, the Traveller shall bear 100% of the airline ticket cancellation cost.

For this reason, we recommend purchasing cancellation insurance.

For individual travel, where accommodation and other service vouchers have been issued, cancellation costs shall depend on the terms and conditions of the respective suppliers.

We recommend purchasing cancellation insurance.

9. PACKAGE PRICE

The package price is published in the Travel Programme and is valid from the date on which the package is published.

The price includes all services listed under “Price includes”. Any services not listed under “Price includes” shall be paid for separately by the Traveller.

Prices stated in the travel programmes of ZAGORKA tours are based on agreements with our partners and may differ from prices published or charged locally at the destination. Any such difference in price shall not constitute grounds for a complaint.

The Travel Organiser may provide that certain services used abroad are paid for locally in the currency of the country in which the Traveller is staying.

Any complaint concerning services paid for locally shall be submitted directly to the service provider.

All special services, such as single rooms, special dietary requirements, etc., shall be paid for by the Traveller and must be specified at the time of booking.

Package prices are published in euros and calculated based on service prices in reference currencies using the selling exchange rate of the Travel Organiser's commercial bank applicable on a specific date.

The Travel Organiser may, no later than 20 days before the start of the trip, request an increase in the agreed price if, after conclusion of the Agreement, there has been a change in exchange rates or in the tariffs of carriers or hoteliers, including increases in fuel costs or fees. Any such increase must be communicated in writing.

The Traveller agrees to accept an increase in the agreed price of up to 10%.

If the agreed price increases by more than 10%, the Traveller has the right to withdraw from the package, provided that they notify the Travel Organiser in writing no later than 2 days after receiving notification of the increase.

In the event of withdrawal, the Traveller shall not be entitled to compensation for damages.

If the Traveller does not notify the Travel Organiser of their withdrawal in writing within the specified period, they shall be deemed to have agreed to the price change.

In the case of airline tickets, airport taxes are subject to change until the ticket is issued. If airport taxes increase, the Traveller shall bear the difference in price.

10. LAST MINUTE / FIRST MINUTE / SPECIAL OFFERS

In the event of weak sales of a travel package, the Travel Organiser reserves the right to reduce the price and may also apply special promotional offers in order to facilitate the sale of the package.

Travellers who have paid for a package at the full price and concluded a Travel Agreement at that price shall not be entitled to a refund of the difference between the full price and a subsequent last-minute price or special promotional price.

11. CATEGORISATION AND DESCRIPTION OF SERVICES

The accommodation facilities offered within the Travel Programme are described according to the official categorisation of the respective country applicable at the time the programme is issued.

Food, comfort and other services provided by hotels/apartments are subject to the supervision of local tourism authorities. Accommodation and service standards vary between countries and are not necessarily comparable.

The Travel Organiser shall not be liable for oral or written information that differs from the description of services and facilities published in the Travel Programmes if such information was provided by a third party.

If the Traveller uses a triple or multi-bed room in a hotel, the hotel will generally provide a double room with an additional bed.

The quality of the additional bed depends entirely on the hotel.

The Travel Organiser shall under no circumstances be liable for the quality of an additional bed, and any dissatisfaction arising from this circumstance shall not constitute grounds for a complaint.

12. ACCOMMODATION IN ROOMS / APARTMENTS

The allocation of rooms/apartments is determined by the reception at the place of stay.

Unless the Traveller has expressly contracted a specific type of room/apartment, the Traveller shall accept any officially registered accommodation unit available in the relevant facility described in the catalogue and price list.

Where possible, the Travel Organiser will attempt to meet additional requests from the Traveller, such as comfort, room orientation, floor, etc., but cannot guarantee that such requests will be fulfilled.

Check-in is generally not possible before 2:00 p.m. on the day the accommodation service begins, and rooms must generally be vacated by 10:00 a.m. on the day the accommodation service ends.

Arrivals after 8:00 p.m. must be announced in advance unless otherwise stated.

Pets are permitted in individual cases and are subject to an additional charge.

13. TRAVEL INSURANCE

In accordance with the applicable Croatian Act on the Provision of Tourism Services, the Agency/Travel Organiser is obliged to offer the Traveller a travel insurance package consisting of:

1. health insurance during stays abroad;
2. accident insurance;
3. baggage insurance;
4. travel cancellation insurance.

By signing the Travel Agreement, the Traveller confirms that they have been offered the travel insurance package.

If, at the time of booking, the Traveller anticipates that unforeseen circumstances may require cancellation of the trip, they may purchase cancellation insurance in order to avoid the cancellation costs described above.

The insurance premium is calculated according to the value of the trip and the insurer's applicable price list.

An unforeseen circumstance shall be deemed to exist in cases including serious illness or death of the insured person, their spouse, child, parent, sibling, spouse's parent or sibling, adopted child or adoptive parent; a natural disaster declared by the competent authorities; or military service.

In the event of cancellation of the travel arrangement, the premium paid for cancellation insurance is non-refundable.

The cost of obtaining visas is also non-refundable in the event of cancellation, even if the Traveller has purchased cancellation insurance.

In the event of cancellation, the Traveller must pay the Agency/Travel Organiser the full travel price stated in the Travel Programme, while the insurance company shall reimburse the Traveller in accordance with its terms and conditions.

Cancellation insurance must be arranged at the time of conclusion of the Travel Agreement. It cannot be arranged subsequently and must be arranged no later than 14 days before the start of the trip.

Health insurance may be arranged up until the day of departure.

If the Traveller has not purchased cancellation insurance and must cancel the trip due to one of the unforeseen circumstances listed above, the Travel Organiser reserves the right to apply the cancellation terms applicable to the Traveller's cancellation of the trip.

Other insurance terms and conditions are set out in the insurance policy.

Travel prices do not include insurance against accident and illness during travel, baggage damage or loss, or voluntary health insurance.

By signing the Travel Agreement, of which these General Terms and Conditions form an integral part, the Traveller is deemed to have been offered and recommended the additional insurance options referred to above.

If the Traveller requests such insurance, it may be arranged directly with the insurer or through the Travel Organiser/Agency acting as an intermediary, in which case ZAGORKA tours acts solely as an intermediary.

14. TRAVELLER'S BAGGAGE

The amount of baggage included in the price of an air travel package depends on the airline and will be specifically stated in the final travel information.

Excess baggage shall be paid by the Traveller in accordance with the applicable rates of the airline.

Children, regardless of age, are not entitled to free baggage allowance on air travel.

When travelling by bus, the Traveller may bring two pieces of personal baggage.

Travellers are responsible for their belongings and must take them with them whenever they leave the vehicle.

Otherwise, Travellers shall bear sole responsibility for the theft, loss or damage of belongings left unattended inside the bus.

The Travel Organiser shall not be liable for baggage destroyed or lost during transportation, or for theft of baggage or valuables at the hotel.

15. HEALTH REGULATIONS AND PROTECTION

The Traveller is obliged to inform the Travel Organiser of all health-related facts, habits and other circumstances that could affect the smooth operation of the trip, including dietary requirements for health or other reasons, chronic illnesses, allergies, etc.

Certain Travel Programmes may contain specific travel requirements, including mandatory vaccinations and the acquisition of appropriate documents.

The Traveller is responsible for obtaining any mandatory vaccinations and possessing the relevant certificates and documents.

We recommend purchasing health insurance.

16. PERSONAL DATA PROTECTION

The Traveller provides personal data voluntarily.

The Traveller's personal data, including their OIB (Croatian Personal Identification Number), is required for the purpose of implementing the contracted travel arrangements and will be used for further communication.

The Travel Organiser undertakes not to transfer outside the country or disclose to third parties any information obtained concerning the Traveller, their baggage, movements or the names of their fellow travellers.

The only exception to the disclosure of personal data to third parties concerns the arrangement of travel insurance policies. If the Traveller takes out an insurance policy, their personal data shall be forwarded to the relevant insurance company.

The Traveller's personal data shall be stored in a database in accordance with the Company's Management Board decision governing the collection, processing and storage of personal data.

The Traveller agrees that their personal data may be used for marketing activities of the Agency/Travel Organiser.

17. COMPLAINTS PROCEDURE

If the services specified in the Travel Programme are not fully or properly provided, the Traveller may request a proportionate reduction in price by submitting a written complaint by email to the Travel Organiser at info@zagorkatours.eu.

Complaints procedure:

Immediately at the destination, the Traveller must report an inadequate or improperly provided service to the tour escort or representative of the Travel Organiser or, if neither is present, directly to the service provider.

If the Traveller fails to submit a complaint in this manner and uses the service nevertheless, they shall waive their right to compensation.

The Traveller is obliged to cooperate in good faith with the tour escort, the Travel Organiser's representative and the service provider in order to remedy the cause of the complaint.

If the Traveller does not accept, at the destination, the proposed solution to the complaint which corresponds to the service paid for, the Travel Organiser shall not accept or respond to a subsequent complaint.

If the cause of the complaint cannot be remedied, the Traveller and the tour escort, representative of the Travel Organiser or service provider shall prepare a written confirmation in two copies, signed by both parties. The Traveller shall retain one copy.

No later than 8 days after returning from the trip, the Traveller must submit a written complaint to the point of sale where the travel arrangement was purchased and attach the written confirmation signed by the representative of the Travel Organiser or tour escort, together with any receipts for additional expenses.

The Travel Organiser shall process only fully documented complaints received within the above-mentioned 8-day period.

The Travel Organiser shall issue a written decision regarding the complaint within 15 days of receiving the complaint at the point of sale.

The Travel Organiser may extend the deadline for resolving the complaint by up to an additional 15 days in order to collect information and verify the allegations with the service provider.

The Travel Organiser shall only process complaints where the cause could not be remedied at the destination.

While the complaint procedure is ongoing, for a maximum period of 30 days from the submission of the complaint, the Traveller irrevocably waives the right to seek the mediation of any other person, UHPA arbitration or arbitration of another institution, as well as the right to provide information to the media.

During this period, the Traveller also waives the right to initiate legal proceedings.

The maximum amount of compensation payable in connection with a complaint may not exceed the value of the affected part of the services and may not include services already used or the total package price.

For all travel arrangements where ZAGORKA tours acts as a sales intermediary, the organising agency is responsible for implementation.

In the case of an Agreement concluded under an “as seen” accommodation arrangement, the Traveller shall have no right to complain about the accommodation.

The Traveller and the Travel Organiser shall endeavour to resolve disputes amicably. Otherwise, the parties agree that the courts in Zagreb shall have jurisdiction.

The applicable law shall be the law of the Republic of Croatia.

18. SECURITY FOR PACKAGE TRAVEL AND LIABILITY INSURANCE

Insurance in the event of insolvency or bankruptcy of the Travel Organiser

In the event of insolvency or bankruptcy of the Travel Organiser, Travellers who are on a trip should contact the insurer Wiener osiguranje VIG d.d., Slovenska 24, 10000 Zagreb, as soon as possible and provide an address or telephone number at which the insurer's representative can contact them.

This document serves as confirmation of insurance against the bankruptcy or insolvency of the Travel Organiser.

The policy number for security insurance for tourist package travel is:

1501 – 00000920

Liability insurance

In accordance with the Croatian Act on the Provision of Tourism Services, ZAGORKA tours has liability insurance with Wiener osiguranje VIG d.d., Slovenska 24, 10000 Zagreb, under policy no. 13-0079006-01, covering damage caused to the Traveller as a result of non-performance, partial performance or improper performance of obligations relating to tourism services sold to the Traveller.

19. FINAL PROVISIONS

These General Terms and Conditions of Travel form an integral part of the Agreement concluded between the Traveller and the Travel Organiser, ZAGORKA tours j.d.o.o., or an authorised travel agency through which the Traveller booked a trip organised by ZAGORKA tours j.d.o.o.

These General Terms and Conditions of Travel shall enter into force on 1 January 2026.