GENERAL TERMS & CONDITIONS OF TRAVEL

ENG
HR

Company and Contact Details

Autentica Travel d.o.o., turistička agencija
(trading as “Croatia Autentica”, hereinafter: the “Agency”)

Address: Gornja Otišina 1, 23450 Kruševo, Republic of Croatia

OIB (Tax ID): 63289193889

Matični broj (MBS): 06191339

Telephone: +385 99 833 4711

E-mail: info@croatiaautentica.com

Website: www.croatiaautentica.com
Working hours of the Agency’s office: Monday – Friday, 08:00–16:00 (CET), unless otherwise stated on the website or in the travel documentation.
The competent court for disputes is the Općinski sud u Zadru (Municipal Court in Zadar), unless otherwise mandatorily prescribed by law.

1. Introductory Note

These General Terms & Conditions of Travel (hereinafter: “Terms & Conditions”) form an integral part of every Package Travel Contract and/or Voucher (hereinafter: the “Contract”) concluded between:

  • Autentica Travel d.o.o., Croatia Autentica (the “Agency”), as travel organizer and/or intermediary, and
  • the Client, who books and/or pays for a travel package or other travel services for themselves and/or for other travelers (hereinafter collectively: the “Traveler(s)”).

By paying a deposit and/or signing the Contract/Voucher and/or making any payment to the Agency, the Client confirms that:

  1. they have carefully read, understood and accepted these Terms & Conditions;
  2. they accept these Terms & Conditions on their own behalf and on behalf of all Travelers listed in the booking;
  3. they are authorized to act for and represent all such Travelers.

These Terms & Conditions apply only when the Agency acts as the tour organizer.
If the Agency acts solely as an intermediary (agent) for services of another organizer or service provider, the Contract and/or Voucher will clearly indicate the responsible organizer/service provider, and the general terms and conditions of that organizer/service provider shall apply, while the Agency’s liability is limited to that of an intermediary under Croatian law.

2. Definitions

Unless otherwise expressly stated in the Contract, the following terms have the meanings below:

  • Agency / Croatia Autentica – Autentica Travel d.o.o., tourist agency as specified above.
  • Client – the contractual partner of the Agency who concludes the Contract, pays for services and acts for themselves and/or for other Travelers.
  • Traveler – every person entitled to travel and receive services under the Contract (including the Client where they also travel).
  • Contract – the package travel contract and/or voucher concluded between the Agency and the Client, including these Terms & Conditions, the confirmed offer, and any special conditions or addenda.
  • Itinerary / Travel Program / Confirmation Letter – the detailed description of services, dates, prices, inclusions/exclusions and conditions for a specific trip; forms an integral part of the Contract.
  • Package / Package Travel – a combination of at least two different travel services for the same trip or holiday, sold or offered at an inclusive price, in accordance with the Croatian Act on the Provision of Tourism Services.
  • Unavoidable and Extraordinary Circumstances (Force Majeure) – events beyond the control of the Agency, Client or Traveler, which could not have been avoided even if all reasonable measures had been taken (e.g. war, terrorism, pandemics, natural disasters, major transport disruptions, strikes, serious security incidents, decisions of state authorities, etc.).
  • ZPUT – Zakon o pružanju usluga u turizmu (Act on the Provision of Tourism Services, as amended from time to time).
  • GDPR – Regulation (EU) 2016/679 (General Data Protection Regulation).

In case of discrepancy between the Contract and these Terms & Conditions, the Contract and Itinerary prevail. In case of discrepancy between the main Contract and the Itinerary, the Contract prevails.

3. Booking & Conclusion of Contract

3.1. Booking Channels

The Client may submit a booking inquiry to the Agency:

  • by e-mail,
  • through the Agency’s website (online form),
  • by telephone,
  • in person at the Agency’s office, or
  • via an authorized partner/agent.

After receiving the inquiry and clarifying the Client’s wishes and requirements, the Agency will send the Client:

  • a written offer / draft Contract / Confirmation Letter (including program and price), and
  • these Terms & Conditions or a link to them.

3.2. Deposit, Balance & Contract Formation

Unless otherwise specified in the individual program or special conditions:

  • To confirm a package booking, the Client pays a deposit of 30% of the total package price per person.
  • The remaining 70% is due no later than 30 (thirty) days before the start of the trip.
  • For short daily excursions, transfers or last-minute bookings, full payment may be required immediately upon booking, as specified in the offer.

The Contract is deemed concluded and valid on the day the Agency receives:

  • the deposit (or full payment, if so agreed), and
  • the Client’s explicit or implied acceptance (including acceptance by payment) of the Contract and these Terms & Conditions.

If the Client fails to pay the deposit or the remaining balance within the stated deadlines, it is deemed that the Client has unilaterally cancelled the booking, and the Agency is entitled to apply the cancellation fees set out in Section 11.
The Agency may issue a Confirmation Letter / Voucher with a description of all contracted services and any special conditions. For matters not specified in the Confirmation Letter or special conditions, these Terms & Conditions apply.

4. Methods of Payment

Unless otherwise agreed in writing, the Client may pay the Agency’s services:

  • by bank transfer to the Agency’s IBAN,
  • by credit/debit card or other electronic payment methods if offered by the Agency, or
  • in other ways expressly stated in the offer.

All bank charges, transfer costs and foreign exchange fees are borne by the Client and/or Traveler making the payment.
All prices are stated in EUR (euros), unless otherwise indicated. If payment is made in another currency (where permitted), conversion is made according to the applicable exchange rate of the relevant bank or card provider; minor differences arising from currency conversion are possible and accepted by the Client.
Credit/debit card payments are, as a rule, irrevocable. Any refunds (if applicable) are made according to these Terms & Conditions and the relevant payment processor rules.

5. Price & Contents of the Package

5.1. Price Includes

The package price is stated in the Contract and/or Itinerary. The price includes only those services expressly listed under “Price Includes” in the program, which may include, for example:

  • accommodation (with specified board: bed & breakfast, half board, etc.),
  • transport and transfers,
  • meals, tastings, activities and experiences,
  • entrance fees and local guides where stated,
  • services of a tour leader/escort where stated,
  • organization costs and applicable VAT.

5.2. Price Does Not Include

Unless explicitly listed as included, the price does not include (non-exhaustive list):

  • flights and airport taxes,
  • visas, passports and related costs,
  • travel health/cancellation/baggage insurance,
  • personal expenses (drinks, minibar, laundry, telephone, room service, etc.),
  • tips/gratuities to guides, drivers, hotel staff and other service providers,
  • optional excursions and activities booked on the spot,
  • local city taxes or resort fees payable directly at hotels (if applicable),
  • any item specifically listed under “Price Does Not Include” in the program.

5.3. Special Services & Requests

Special or additional services (for example: single room, special diet, allergy-friendly options, cots, upgraded room category, room with a view, early check-in, late check-out, etc.):

  • must be requested at the time of booking;
  • are subject to availability and additional charge;
  • are confirmed only if expressly stated in writing by the Agency.

The Agency will make reasonable efforts to accommodate special requests but cannot guarantee them unless clearly and explicitly confirmed.

5.4. Accommodation Category & Description

Accommodation offered in programs is described according to the official categorization of the respective country valid at the time of publication of the program.
Accommodation standards, room sizes, food, services and facilities may differ from country to country and may not be comparable to the standards of the Client’s home country. Local tourist authorities supervise categorization and standards. The Client and Travelers accept these differences.
The Agency is not responsible for any verbal or written information obtained from a third party (e.g. hotels directly, online platforms, blogs) which differs from the description in the Agency’s program.

6. Price Changes

The Agency may increase the price of a package after the Contract is concluded only in the following cases and no later than 20 days before the start of the trip:

  1. Increase in transport costs, including fuel or other energy sources,
  2. Increase in taxes or fees imposed by a third party not directly involved in the execution of the package (e.g. tourist taxes, landing fees, port/airport fees), or
  3. Change in relevant exchange rates applicable to the package.

In such case, the Agency will notify the Client in writing, explaining the reasons and calculation for the increase.

  • If the price increase is up to and including 8% of the total package price, the Client is deemed to have accepted the increase.
  • If the price increase exceeds 8%, the Client may:
    • accept the new price, or
    • terminate the Contract without paying cancellation fees, in which case the Agency refunds all amounts paid for the package.

If the costs referred to above decrease and the Contract allows for price increases, the Client has the right to an appropriate price reduction, less any actual administrative costs incurred by the Agency.

7. Discounts & Special Offers

Discounts for children, early booking, repeat guests, groups or other promotions are specified in the program, offer or Contract for each departure.Discounts cannot be combined unless explicitly stated. All applicable discounts for a particular booking will be listed in the Contract/Confirmation Letter.

8. Travel Documentation, Visas, Customs & Health Regulations

8.1. Travel Documents

The Client and each Traveler are solely responsible for having valid travel documents, including but not limited to:

  • passport or ID card (depending on destination),
  • visas (if required),
  • residence permits, and
  • all other documents necessary for entry, transit and stay in the countries visited.

If invalid, incomplete or missing documents result in cancellation of the trip, refusal of entry, deportation or any other consequence, all costs and damages are borne by the Client/Traveler. The Agency shall have no liability.

If documents are lost or stolen during the trip, the Traveler bears all costs of obtaining new documents and any consequential damages. The Agency and its representatives will assist within reasonable limits but are not responsible for outcomes.

8.2. Customs, Foreign Exchange & Local Laws

Clients and Travelers must comply with all customs, foreign exchange, tax and other regulations and laws of the Republic of Croatia and all other countries visited or transited.

If the trip cannot continue because a Traveler violated regulations, all resulting costs and consequences shall be borne by that Traveler/Client, and the Agency has no liability.

8.3. Health Regulations & Vaccinations

Some destinations may require mandatory vaccinations, health certificates or specific health measures. It is the Client’s responsibility to obtain up-to-date information from official sources (embassies, consulates, national health authorities) and to ensure that all Travelers comply.The Agency is not responsible for any health consequences or costs resulting from non-compliance with health regulations or from the Traveler’s health condition.

9. Accommodation & Room Allocation

Room or apartment allocation within an accommodation facility is determined by the hotel or accommodation provider’s reception.

Unless the Client has expressly booked and the Agency has confirmed a specific room type or characteristic, the Traveler accepts any officially registered accommodation unit in the booked facility and category.

Unless otherwise stated:

  • Check-in is usually available from 14:00–16:00 on the first day of service;
  • Check-out is usually required by 10:00 on the last day of service.

Arrivals after 20:00 must be announced in advance; failing this, the accommodation provider may treat the Traveler as a no-show, in which case the Agency has no liability.

Pets are allowed only where expressly stated in the program/Contract and may involve supplements and special conditions.

10. Obligations of the Agency

The Agency undertakes to:

  1. provide the Traveler with services of the contracted content and quality, in accordance with the Contract, these Terms & Conditions, applicable Croatian legislation and fair business practices in tourism;
  2. act with the care of a prudent organizer in the selection of accommodation and service providers;
  3. protect the rights and interests of Travelers and provide assistance in accordance with law;
  4. keep all acquired information about the Traveler private and secure, and not to disclose the Traveler’s address, travel schedule, payments or travel companions to third parties, except to service providers involved in the trip or when required by law;
  5. provide all contracted services in full, except in cases of force majeure or where changes are made in accordance with these Terms & Conditions;
  6. provide appropriate assistance to Travelers in difficulty, particularly in circumstances where, due to unavoidable and extraordinary circumstances, it is not possible to ensure their return as planned (see also Sections 13 and 15).

11. Obligations of the Client and Traveler

The Client and Travelers undertake to:

  1. Provide all necessary data and documents (personal information, passport details, special requirements) in a timely, truthful and complete manner;
  2. Inform the Agency about all facts concerning their health condition, habits or circumstances (e.g. chronic illnesses, mobility issues, special diet, allergies) that might affect the trip or endanger themselves or others;
  3. Respect the rules of conduct in hotels, restaurants, vehicles, boats and other facilities, as well as all instructions of guides, drivers and other service providers;
  4. Behave in a way that does not endanger or disturb other Travelers, staff or third parties, and that does not damage property;
  5. Cooperate in good faith with the Agency’s representative and service providers;
  6. Immediately compensate any damage caused intentionally or through negligence to accommodations, vehicles, equipment or third persons;
  7. Refrain from any public statements or online publications that are knowingly false, incomplete or misleading and that could unjustifiably damage the reputation of the Agency or its partners.

If a Traveler’s behavior seriously violates these obligations, endangers safety or disrupts the trip, the Agency has the right, after prior warning where possible, to exclude that Traveler from further participation in the trip without refund. All additional costs (e.g. early return, damages) are borne by the Traveler/Client.

12. Cancellation by the Client / Changes of Reservation

12.1. General Package Cancellation Scale

Unless otherwise specified in the specific program or special conditions, if the Client cancels a multi-day package, the Agency will charge the following cancellation fees (calculated on the total package price):

  • up to 60 days before departure: 10% of the package price (minimum 100 EUR),
  • 59 – 30 days before departure: 20% of the package price,
  • 29 – 22 days before departure: 30% of the package price,
  • 21 – 15 days before departure: 50% of the package price,
  • 14 – 8 days before departure: 80% of the package price,
  • 7 – 0 days before departure or no-show: 100% of the package price,
  • after departure: 100% of the package price.

These fees apply regardless of the reason for cancellation (including illness, visa issues, transport delays, weather conditions, etc.), except in cases specifically covered under Section 15 (unavoidable and extraordinary circumstances) or mandatory provisions of law.

Changes such as date change, accommodation change, or room type change are considered a cancellation plus new booking, unless the Agency confirms otherwise in writing.

12.2. Daily Excursions, Private Excursions & Transfers

Unless otherwise indicated in the specific program, the following cancellation rules apply:

Daily excursions / one-day tours / private excursions

  • cancellations ≥ 31 days before service: 20% of excursion price,
  • 30 – 22 days before service: 30%,
  • 21 – 15 days before service: 50%,
  • 14 – 0 days before service or no-show: 100% of excursion price.

Transfers

  • cancellations ≥ 72 hours before service: 0% (no cancellation fee),
  • 72 – 48 hours before service: 50% of transfer price,
  • 48 – 0 hours before service or no-show: 100% of transfer price.

12.3. How to Cancel

The Client must notify the Agency of any cancellation in writing (e-mail or letter). The date on which the Agency receives written notice is used to calculate cancellation fees.If the Client only cancels verbally and does not send written confirmation, it will be considered that the trip has not been properly cancelled and the Client may still be liable for the full price.

12.4. Cancellation by Client Due to Weather

If the Client cancels or shortens the trip due to weather conditions, the above cancellation scales still apply, unless the Contract explicitly provides otherwise.

13. Changes and Cancellation by the Agency

13.1. Insufficient Number of Participants

If a minimum number of participants is required for a specific program and is not reached, the Agency may cancel the trip no later than the deadline stated in the program (as a rule, at least 5 days before the start of the trip).
In this case, the Client is entitled to a full refund of all payments made to the Agency for that package. No further compensation is due.

13.2. Program Modifications

Croatia Autentica reserves the right, both before and during the trip, to make reasonable changes to the itinerary, order of visits, departure times, type of transport or accommodation, if:

  • flight or ferry timetables change,
  • traffic, weather or security conditions require it,
  • overbooking or technical issues arise with certain services, or
  • other circumstances occur that could not have been foreseen, avoided or removed.

In such cases, the Agency will provide comparable alternative services whenever possible and will strive to maintain the overall quality and character of the trip. Such modifications do not entitle the Client to compensation, provided the overall service level is preserved.

13.3. Significant Changes Before Departure

If, after Contract conclusion and before the start of the package, the Agency is forced to significantly change any of the main features of the travel services (e.g. destination, main characteristics of transport, type or category of accommodation) or cannot fulfill special requirements agreed with the Client, the Agency will:

  • inform the Client without undue delay in a clear and understandable manner,
  • offer appropriate alternative arrangements or an amended Contract, and
  • inform the Client of their right to terminate the Contract without cancellation fees if they do not accept the proposed changes.

If the Client terminates the Contract for this reason, the Agency will refund all amounts paid for the package, without additional compensation.

14. Unavoidable and Extraordinary Circumstances (Force Majeure)

The Agency cannot be held liable and is not obliged to pay compensation or refunds for non-performance or improper performance of services caused by unavoidable and
extraordinary circumstances, including but not limited to:

  • war, invasion, terrorism or threat thereof,
  • riots, civil commotion, strikes or industrial disputes,
  • epidemics, pandemics, quarantine or serious sanitary disorders,
  • natural disasters (storms, floods, earthquakes, fires, etc.),
  • major mechanical or technical breakdowns of transport,
  • closure of or serious disruption at airports, ports, borders or roads,
  • decisions or restrictions by state authorities and public bodies,
  • sudden and unusual traffic jams or major delays of airlines and other carriers,
  • any other events beyond the reasonable control of the Agency or its suppliers.

If such circumstances occur before the start of the trip and materially affect the performance of the package or transport of Travelers to the destination, the Client may:

  • terminate the Contract without cancellation fees, and
  • obtain a refund of all payments made for the package.

No additional damages or compensation are due.

If such circumstances occur during the trip, the Agency will:

  • provide appropriate assistance to Travelers in difficulty (information, communication, reasonable help in arranging alternatives), and
  • if the package includes return transport, ensure repatriation by equivalent means without undue delay, where required by law.

If due to such circumstances it is impossible to ensure the return of Travelers as agreed, the Agency will bear the cost of necessary emergency accommodation for up to three nights per Traveler, if possible in accommodation of an equivalent category, unless applicable EU law grants longer periods.

The above limitation does not apply to Travelers with reduced mobility, pregnant women, unaccompanied minors and persons requiring special medical assistance, provided that the Agency was informed of such needs at least 48 hours before the start of the trip.

15. Insurance

15.1. Insurance Recommended

Unless explicitly stated otherwise in the Contract, the package price does not include:

  • travel health insurance,
  • accident insurance,
  • baggage insurance,
  • trip cancellation insurance, or
  • insurance covering assistance and repatriation in case of accident or illness.

The Agency strongly recommends that the Client and all Travelers purchase comprehensive travel insurance (including medical, cancellation, baggage and liability cover) in their country of residence at the time of booking.

Such insurance may be contracted directly with an insurer or, where offered, through the Agency acting only as intermediary. In all cases, rights and obligations under an insurance policy exist exclusively between the Client/Traveler and the insurer.

15.2. Cancellation Insurance

If the Client anticipates that they might have to cancel the trip for any reason, they are strongly advised to contract trip cancellation insurance with a chosen insurance company.If the Client cancels the trip and has such insurance, any reimbursement of cancellation fees is subject solely to the terms of the insurance policy. The Agency is not responsible for the insurer’s decisions.

15.3. Insolvency & Liability Insurance of the Agency

In accordance with ZPUT, the Agency has contracted with Croatia osiguranje d.d., Zagreb the following insurances:

  1. Insurance in case of insolvency / bankruptcy of the Agency, enabling the Traveler to claim refunds directly from the insurer:
    • Policy no. 45-7003064134, valid until August 2026.
  2. Liability insurance for damages caused to Travelers due to non-performance, partial performance or improper performance of the Agency’s obligations:
    • Policy no. 11-7003064163, valid until August 2026.

In the event of an insured incident, Travelers should contact Croatia osiguranje d.d. in the fastest possible manner, according to the instructions in the policy or on the insurer’s website.

This clause serves as confirmation of the Agency’s insolvency and liability insurance coverage.

16. Baggage

For transfers by bus/van/minivan operated under the package, each Traveler is usually allowed two pieces of personal luggage (e.g. one suitcase and one hand luggage), unless otherwise specified.
The Traveler is responsible for their luggage at all times. The Agency is not liable for the loss, theft or damage of luggage, except where it results from the Agency’s fault and is covered by applicable conventions.
In case of loss or damage during air or other transport, the Traveler must immediately report the incident to the carrier and follow its procedures for claims.

17. Complaints & Dispute Resolution

17.1. On-the-Spot Complaint

If the Client or Traveler notices any non-compliance with the Contract during the trip, they are obliged, without unnecessary delay, taking into account the circumstances, to:

  • Notify the local service provider (hotel, guide, driver, etc.), and
  • Contact the Agency or its local representative using the contact details stated in the Contract/Voucher.

The purpose is to rectify the issue on the spot. If the Traveler fails to report the problem during the trip, it is assumed the service was provided properly and the right to later claim a price reduction or compensation may be lost.

If the problem is not resolved on the spot, the Traveler should request written confirmation from the service provider or representative that the service was not provided or not provided as agreed.

17.2. Written Complaint After the Trip

If the issue is not fully resolved, the Client may submit a written complaint to the Agency:

  • by e-mail to info@croatiaautentica.com, or
  • by registered mail to the Agency’s address.

The complaint must be submitted within 8 days after the end of the trip and must include:

  • a detailed description of the non-compliance, and
  • any relevant evidence (confirmation from local provider, photos, receipts, etc.).

If the Client fails to submit the complaint within the 8-day deadline or fails to prove that the issue was reported on the spot, it shall be deemed that they have waived all related claims, and they undertake to refrain from public statements which could harm the Agency’s reputation.

The Agency will issue a written decision on the complaint within 15 days from receipt of a complete complaint. This period may be extended for an additional 15 days if further investigation is needed.

During the complaint procedure (maximum 30 days), the Client/Traveler waives the right to initiate court, arbitration or administrative proceedings regarding the subject of the complaint and to provide related information to the media or on social networks.

The maximum amount of compensation per complaint is limited to the amount of the contested part of the service and cannot exceed the total package price nor include services already used.

17.3. Alternative Dispute Resolution & Online Platform

In accordance with Croatian and EU regulations, the Client may also submit a proposal for dispute resolution to an authorized body for alternative consumer dispute resolution, for example the Center for Conciliation at the Croatian Chamber of Commerce (Hrvatska gospodarska komora, Rooseveltov trg 2, 10000 Zagreb).For services purchased online, the Client may use the EU online dispute resolution platform (ODR): https://ec.europa.eu/consumers/odr/

18. Personal Data Protection

The Client and Travelers provide their personal data to the Agency voluntarily. Personal data is required for:

  • processing bookings and performing services,
  • fulfilling legal obligations, and
  • (if consent is given) sending marketing communications (newsletters, offers, etc.).

The Agency will process, use and store personal data in accordance with:

  • the GDPR,
  • Croatian data protection legislation, and
  • its internal Privacy Policy.

The Agency will not transfer personal data outside Croatia or share it with third parties, except:

  • partners and suppliers participating in the performance of the contracted services (e.g. hotels, carriers, guides, insurance companies), or
  • when required by law (e.g. competent authorities, border police).

Personal data will be stored in the Agency’s database in accordance with internal retention rules. Clients and Travelers have the right to:

  • request access to their personal data,
  • request correction or deletion,
  • restrict or object to processing, and
  • withdraw consent for marketing at any time by contacting the Agency at info@croatiaautentica.com.

The Agency’s detailed Privacy Policy and, where applicable, Cookie Policy are available on the Agency’s website or upon request. By entering into the Contract, the Client confirms they have informed all Travelers about these policies and that they accept them.

19. Website, Links & Cookies

The Agency’s website (www.croatiaautentica.com) may contain links to third-party websites (e.g. social networks, hotels, airlines, weather services). The Agency is not responsible for the content, security or privacy practices of such external sites and recommends that users read each site’s privacy statement.The website may use cookies to collect anonymous statistical data on user behavior (e.g. which pages are most visited) and to facilitate navigation (e.g. remembering preferences). Cookies do not give access to personal files or track activity outside the Agency’s site.Users can disable cookies in their internet browser settings, but this may affect the functionality of the website.

20. Governing Law, Supervisory Authorities & Final Provisions

These Terms & Conditions and every Contract are governed by Croatian law, excluding conflict-of-law rules that would refer to the application of foreign law.

The parties will strive to resolve any disputes amicably. If this is not possible, the competent court shall be the Općinski sud u Zadru (Municipal Court in Zadar), unless otherwise mandatorily prescribed.

Supervision of the Agency’s operations is carried out by:

  • Državni inspektorat, Turistička inspekcija
 Šubićeva 29, 10000 Zagreb, Republic of Croatia

The central contact point for administrative cooperation regarding insolvency protection is:

  • Ministarstvo turizma i sporta Republike Hrvatske
 Prisavlje 14, 10000 Zagreb, Republic of Croatia

Tel: +385 1 6169 111

If any provision of these Terms & Conditions or the Contract is or becomes invalid or unenforceable, this shall not affect the validity of the remaining provisions. The invalid or unenforceable provision shall be replaced by a valid provision that comes as close as possible to the economic purpose of the original provision.

These Terms & Conditions replace all previous versions of the Agency’s general terms and conditions and are valid from the date of publication on the Agency’s website. They apply to all Contracts concluded after that date.

Payment of the deposit or full price, and/or signing of the Contract or Voucher, constitutes the Client’s full acceptance of these General Terms & Conditions of Travel of Croatia Autentica.

AUTENTICA TRAVEL d.o.o.
Opći uvjeti putovanja

1. Uvodne odredbe

Ovi Opći uvjeti putovanja (u daljnjem tekstu: „Opći uvjeti“) sastavni su dio svakog Ugovora o putovanju u paket-aranžmanu i/ili Vouchera (u daljnjem tekstu: „Ugovor“) sklopljenog između:

  • Autentica Travel d.o.o., Gornja Otišina 1, 23450 Kruševo, Republika Hrvatska
    (u daljnjem tekstu: „Agencija“)
  • fizičke ili pravne osobe koja rezervira i/ili plaća putovanje za sebe i/ili za druge putnike
    (u daljnjem tekstu: „Klijent“, a pojedinačno: „Putnik“).

Plaćanjem akontacije i/ili potpisivanjem Ugovora/Vouchera Klijent potvrđuje da je upoznat s ovim Općim uvjetima, da ih razumije i u cijelosti prihvaća za sebe i za sve Putnike navedene u rezervaciji.

Ovi Opći uvjeti primjenjuju se isključivo u slučajevima kada je Autentica Travel d.o.o. organizator putovanja (turistička agencija-organizator).

Kada Agencija nastupa kao posrednik i prodaje usluge drugog organizatora, u Ugovoru će biti naznačen odgovorni organizator, a primjenjuju se opći uvjeti tog organizatora.

U slučaju nesuglasja između odredbi Ugovora/programa putovanja i ovih Općih uvjeta, prednost imaju odredbe Ugovora/programa.

2. Podaci o agenciji i kontakt točka

Autentica Travel d.o.o.

za djelatnost turističke agencije

Sjedište: Gornja Otišina 1, 23450 Kruševo, Republika Hrvatska

OIB: 63289193889

MBS: 06191339

Djelatnost (NKD): 79.11 – Djelatnosti putničkih agencija / 79.110 – Djelatnosti putničkih agencija

Web: Web: www.croatiaautentica.com

E-mail: info@croatiaautentica.com

Telefon: +385 99 833 4711

E-mail: info@croatiaautentica.com

Telefon: +385 99 833 4711

Radno vrijeme ureda: ponedjeljak – petak od 08:00 do 16:00 sati (osim blagdana i praznika, odnosno kako je posebno objavljeno na web stranici).

Ove kontakt podatke Klijent koristi za:

  • upite i rezervacije
  • slanje pisanih otkaza
  • slanje prigovora i reklamacija
  • ostvarivanje prava iz osiguranja u mjeri u kojoj je Agencija posrednik.

3. Definicije

Ako nije drugačije određeno Ugovorom, sljedeći pojmovi imaju značenje:

  • Agencija / Autentica Travel – turistička agencija Autentica Travel d.o.o., kao organizator putovanja.
  • Klijent – osoba koja sklapa Ugovor s Agencijom za vlastitu korist i/ili za korist drugih Putnika.
  • Putnik – svaka osoba koja ima pravo putovati temeljem sklopljenog Ugovora.
  • Ugovor – ugovor o putovanju u paket-aranžmanu i/ili Voucher sklopljen između Agencije i Klijenta, uključujući ove Opće uvjete i detaljni program putovanja.
  • Program / Itinerar – pisani program putovanja s detaljnim opisom usluga, datumima, cijenama, uključenim i isključenim stavkama; čini sastavni dio Ugovora.
  • Neizbježne i izvanredne okolnosti (viša sila) – događaji izvan razumno očekivane kontrole Agencije ili Klijenta koje se nije moglo izbjeći ni poduzimanjem svih razumnih mjera (npr. prirodne katastrofe, rat, terorizam, epidemije/pandemije, veliki neredi, značajni poremećaji u prometu, štrajkovi, odluke vlasti i sl.).
  • ZPUT – Zakon o pružanju usluga u turizmu Republike Hrvatske, sa svim izmjenama i dopunama.

4. Rezervacija i sklapanje Ugovora

4.1. Način rezervacije

Klijent može dostaviti upit/rezervaciju Agenciji:

  • e-poštom
  • putem web stranice Agencije (obrazac za upit/rezervaciju)
  • telefonom
  • osobno u uredu Agencije
  • preko ovlaštenog partnera/posrednika.
  • Po primitku upita i razjašnjenju svih bitnih elemenata putovanja, Agencija Klijentu dostavlja:
  • pisanu ponudu / nacrt Ugovora (uključujući program i cijenu) te
  • ove Opće uvjete.

4.2. Akontacija i nastanak Ugovora

Ako nije drukčije navedeno u programu ili ponudi:

  • Za potvrdu rezervacije Klijent je dužan uplatiti akontaciju od 30 % ukupne cijene aranžmana po osobi.
  • Preostalih 70 % cijene Klijent je dužan uplatiti najkasnije 30 (trideset) dana prije početka putovanja.

Ugovor se smatra sklopljenim i obvezujućim danom kada Agencija zaprimi akontaciju (ili cjelokupan iznos, ako je tako ugovoreno). Plaćanje akontacije ili cjelokupnog iznosa predstavlja prihvat Ugovora i ovih Općih uvjeta.

Ako Klijent ne uplati akontaciju odnosno preostali iznos u propisanom roku, smatra se da je Klijent odustao od rezervacije te Agencija ima pravo obračunati naknadu za otkaz prema točki 13. ovih Općih uvjeta.

Autentica Travel može Klijentu izdati Potvrdnicu/Ugovor (Confirmation Letter) s opisom usluga, cijenom, rokovima plaćanja i posebnim uvjetima putovanja. Za pitanja koja nisu uređena Potvrdnicom/Ugovorom, primjenjuju se ovi Opći uvjeti.

5. Cijena i sadržaj aranžmana

5.1. Uključeno u cijenu

Cijena aranžmana navedena je u Ugovoru i/ili Programu. Ako nije drugačije naznačeno, cijena kao pravilo uključuje:

⦁ prijevozne usluge i troškove kako su opisani u Programu

⦁ smještaj prema navedenoj kategoriji i usluzi prehrane

⦁ usluge vodiča/pratitelja, lokalnih vodiča, aktivnosti i ulaznice ako su izričito navedeni

⦁ ostale usluge izričito navedene pod rubrikom „Cijena uključuje“

⦁ pripadajući PDV.

5.2. Nije uključeno u cijenu

Ako nije izričito navedeno pod „Cijena uključuje“, u cijenu nisu uključeni, između ostalog:

  • zrakoplovne karte i pristojbe (osim ako je drukčije naznačeno)
  • fakultativni izleti i aktivnosti
  • troškovi viza, putovnica i drugih putnih isprava
  • putno, zdravstveno, otkazno i ostala osiguranja
  • napojnice (vodičima, vozačima, posadi i sl.)
  • osobni troškovi (pića, minibar, telefon, praonica, room-service, dodatne usluge hotela i dr.)
  • bilo koje druge stavke koje su pod programom navedene kao „Cijena ne uključuje“.

5.3. Posebne usluge i zahtjevi

Posebne usluge (npr. jednokrevetna soba, posebna prehrana, soba s pogledom, smještaj više kategorije, alergije, zdravstveni zahtjevi i sl.):

  • moraju biti zatražene prilikom rezervacije;
  • podložne su dostupnosti;
  • plaćaju se kao dodatak cijeni aranžmana (predujmom ili na licu mjesta, prema uputi Agencije).

Agencija će učiniti razuman napor da udovolji posebnim zahtjevima, ali ih ne može jamčiti, osim ako nije izričito pisano potvrđeno.

5.4. Accommodation Category & Description

Accommodation offered in programs is described according to the official categorization of the respective country valid at the time of publication of the program.
Accommodation standards, room sizes, food, services and facilities may differ from country to country and may not be comparable to the standards of the Client’s home country. Local tourist authorities supervise categorization and standards. The Client and Travelers accept these differences.
The Agency is not responsible for any verbal or written information obtained from a third party (e.g. hotels directly, online platforms, blogs) which differs from the description in the Agency’s program.

6. Način plaćanja

Ako nije drugačije određeno Ugovorom, Klijent može izvršiti uplatu:

  • bankovnim prijenosom na IBAN Agencije (sve bankovne naknade snosi Klijent),
  • kartičnim ili drugim elektroničkim plaćanjem, ako je takav način omogućen i posebno naveden.

Sve cijene iskazane su u eurima (EUR).

U slučaju naplate u drugoj valuti (ako je iznimno dogovoreno), primjenjuju se odgovarajući tečajevi banaka i kartičarskih kuća, zbog čega može doći do manjih odstupanja u odnosu na informativne cijene; Klijent to unaprijed prihvaća.

Kartična plaćanja, po izvršenju transakcije, ne mogu biti jednostrano opozvana.

7. Promjena cijene

Agencija može povećati cijenu paket-aranžmana najkasnije 20 dana prije početka putovanja isključivo ako dođe do:

  • povećanja troškova prijevoza putnika uslijed porasta cijena goriva ili drugih izvora energije,
  • povećanja visine poreza ili pristojbi na putne usluge koje određuju treće strane (npr. turističke pristojbe, lučke i zračne pristojbe), ili
  • promjene tečaja relevantnih valuta za konkretni aranžman.

U tom slučaju Agencija će Klijenta o povećanju obavijestiti u pisanom obliku, s jasnim prikazom razloga i kalkulacije.

  • Ako je povećanje cijene do uključivo 8 % ukupne cijene aranžmana, Klijent ga prihvaća bez posebne suglasnosti.
  • Ako je povećanje veće od 8 %, Klijent može:
    • prihvatiti novu cijenu ili
    • raskinuti Ugovor bez plaćanja naknade za otkaz, pri čemu ima pravo na povrat svih do tada uplaćenih iznosa za taj aranžman

Ako su ispunjeni uvjeti za jednostrano povećanje cijene, a relevantni troškovi se umanje, Klijent ima pravo na razmjerno smanjenje cijene, umanjeno za stvarne administrativne troškove Agencije.

8. Popusti i posebne pogodnosti

Popusti (npr. za djecu, rane prijave, last minute, grupne popuste) i druge pogodnosti jasno su naznačeni u ponudi/programu za svaki aranžman.

Ako nije izričito drugačije navedeno, popusti se ne zbrajaju, a na jednu rezervaciju može se primijeniti samo jedan tip popusta.

9. Putne isprave, vize, carinski i zdravstveni propisi

9.1. Putne isprave

Klijent i svaki Putnik dužni su posjedovati:

  • valjanu putovnicu ili osobnu iskaznicu (ovisno o destinaciji),
  • potrebne vize, dozvole boravka, suglasnosti za maloljetnike, međunarodne vozačke dozvole i sl.,
  • eventualne potvrde o cijepljenju ili druge zdravstvene dokumente, ako su propisani.

Nepravodobno ishođenje, nevaljanost ili nedostatak putnih isprava koji uzrokuje otkaz putovanja ili nemogućnost prelaska granice isključivo je na teret Putnika/Klijenta; Agencija nema odgovornost niti obvezu povrata uplaćenih iznosa.

U slučaju gubitka ili krađe putnih isprava tijekom putovanja, Putnik sam snosi sve troškove izdavanja novih isprava, kao i moguće dodatne troškove; predstavnik Agencije će pružiti razumnu pomoć, ali ne odgovara za ishod.

9.2. Carinski, devizni i drugi propisi

Putnici su dužni poštovati sve carinske, devizne, zdravstvene i ostale propise Republike Hrvatske i država kroz koje putuju ili u kojima borave.

Ako zbog nepoštivanja propisa putovanje ne može biti nastavljeno, sve posljedice i troškove snosi prekršitelj; Agencija nije dužna nadoknađivati nikakve troškove niti prihvatiti bilo kakvu odgovornost.

9.3. Zdravstveni uvjeti

Za pojedine destinacije mogu biti propisana obvezna cijepljenja ili posebne zdravstvene mjere. Klijent je dužan sam se informirati kod nadležnih institucija (HZJZ, MUP, MVEP, liječnik) i osigurati da svi Putnici ispunjavaju uvjete.

Agencija ne odgovara za posljedice proizašle iz nepoštivanja zdravstvenih propisa.

10. Smještaj

Smještajni objekti (hoteli, vile, apartmani, kuće za odmor i sl.) opisani su prema službenoj kategorizaciji zemlje u kojoj se nalaze, važećoj u trenutku objave programa.

Lokalni standardi (kategorizacija, udobnost, hrana, usluga i dr.) mogu se značajno razlikovati od standarda u Hrvatskoj i međusobno nisu usporedivi; Klijent i Putnici to prihvaćaju.

Raspored u sobama/apartmanima utvrđuje recepcija smještajnog objekta. Ako Klijent izričito nije ugovorio određenu vrstu sobe/apartmana, smatra se da prihvaća bilo koju službeno registriranu jedinicu u ugovorenoj kategoriji objekta.

Ako nije drukčije navedeno u programu:

⦁ prijava (check-in) je najčešće od 14:00–16:00 sati na dan početka korištenja usluge,

⦁ odjava (check-out) je najčešće do 10:00 sati na dan završetka korištenja usluge.

Kasni dolazak u objekt (nakon 20:00 sati) mora biti unaprijed najavljen; u protivnom objekt može raspolagati sobom prema vlastitim pravilima.

Kućni ljubimci su dopušteni isključivo kada je to izričito navedeno u programu/Ugovoru, uz moguću doplatu.

11. Obveze Agencije

Agencija je dužna:

  • Putniku pružiti sve usluge ugovorene Ugovorom, s pažnjom dobrog gospodarstvenika i u skladu s pravilima struke i dobrom poslovnom praksom u turizmu.
  • Štititi prava i interese Putnika te postupati u skladu s važećim propisima Republike Hrvatske.
  • Čuvati osobne podatke Putnika i Klijenata u skladu s propisima o zaštiti osobnih podataka; Agencija neće otkrivati adresu, destinacije, itinerar, iznose uplata niti imena suputnika trećim osobama bez privole Putnika, osim kada je to zakonska obveza ili je nužno radi izvršenja ugovorenih usluga (npr. hotelu, prijevozniku).
  • Bez nepotrebnog odgađanja pružiti odgovarajuću pomoć Putniku u poteškoćama, osobito u okolnostima kada zbog neizbježnih i izvanrednih okolnosti nije moguće osigurati povratak Putnika sukladno Ugovoru (informacije o zdravstvenim službama, lokalnim vlastima, konzularnoj pomoći, pomoć pri uspostavljanju komunikacije na daljinu i sl.).

Ako je Putnik poteškoće namjerno ili grubom nepažnjom sam uzrokovao, Agencija ima pravo naplatiti naknadu za pruženu pomoć, do visine stvarnih troškova nastalih Agenciji.
‍

Odgovornost Agencije za štetu detaljnije je uređena u točki 15. i 16. ovih Općih uvjeta.

12. Obveze Klijenta i Putnika

Klijent izričito izjavljuje i jamči da:

  • je sve Putnike upoznao sa sadržajem Ugovora i ovih Općih uvjeta;
  • je ovlašten djelovati u ime svih Putnika i da preuzima obvezu plaćanja svih ugovorenih usluga;
  • su svi dostavljeni podaci (osobni podaci, zdravstveni podaci koje dobrovoljno iznosi radi prilagodbe programa, kontakt podaci itd.) istiniti i potpuni.

Klijent i svaki Putnik obvezni su:

  • Agenciji pravodobno dostaviti sve tražene podatke i dokumente potrebne za organizaciju putovanja (osobni podaci, putne isprave, podaci o zdravstvenim stanjima relevantnim za putovanje, prehrambene navike i sl.).
  • Poštovati sve propise zemalja koje posjećuju te kućni red smještajnih objekata, prijevoznika i drugih pružatelja usluga.
  • Suradnjom u dobroj vjeri i pridržavanjem uputa predstavnika Agencije i lokalnih pružatelja usluga osigurati nesmetan tijek putovanja.
  • Suzdržati se od bilo kakvog ponašanja koje ometa druge Putnike ili treće osobe, ili narušava sigurnost, dostojanstvo i mir drugih.

Ako Putnik svojim ponašanjem ozbiljno krši pravila, upute ili ugrožava sigurnost ljudi ili imovine, Agencija ima pravo prekinuti pružanje usluga tom Putniku i nastaviti putovanje bez njega. U tom slučaju Putnik i Klijent snose sve dodatne troškove (npr. prijevoz kući, šteta u hotelu), a nemaju pravo na povrat uplaćenih iznosa niti bilo kakvu naknadu.
‍

Putnik i Klijent odgovorni su za svu štetu koju prouzroče Agenciji, drugim Putnicima ili trećim osobama, te su je dužni odmah nadoknaditi (npr. na recepciji hotela, kod prijevoznika i sl.).

13. Otkaz putovanja od strane Klijenta / izmjene rezervacije

13.1. Paket-aranžmani

Ako Klijent otkaže paket-aranžman, Agencija zadržava sljedeće iznose od ukupne cijene aranžmana (osim ako je u konkretnom programu/Ugovoru navedena drugačija skala):

  • do 60 dana prije polaska – 10 % ukupne cijene, najmanje 100 EUR
  • 59 – 30 dana prije polaska – 20 % ukupne cijene
  • 29 – 22 dana prije polaska – 30 % ukupne cijene
  • 21 – 15 dana prije polaska – 50 % ukupne cijene
  • 14 – 8 dana prije polaska – 80 % ukupne cijene
  • 7 – 0 dana prije polaska ili nedolazak (no-show) – 100 % ukupne cijene
  • nakon polaska – 100 % ukupne cijene aranžmana.

Ovi troškovi otkaza primjenjuju se neovisno o razlogu otkaza (uključujući bolest, nesreću, vizne probleme, zakašnjenja prijevoza, nepovoljne vremenske uvjete itd.), osim u slučajevima iz točke 14.3. (viša sila) ili drukčije izričito uređenim Ugovorom.

Promjene poput promjene datuma putovanja, smještaja, vrste sobe, broja Putnika i sl. u pravilu se smatraju otkazom postojeće i sklapanjem nove rezervacije, osim ako Agencija pisano ne potvrdi da se radi samo o promjeni uz eventualnu administrativnu naknadu.

13.2. Jednodnevni izleti i transferi

Za standardne jednodnevne izlete i transfere (ako nije drukčije određeno programom):

  • otkaz 24 sata ili više prije dogovorenog polaska – bez troškova otkaza
  • otkaz manje od 24 sata prije polaska ili nedolazak – 100 % cijene izleta/transfera.

Nakon što je izlet/aranžman započeo, nema povrata za neiskorištene usluge (npr. propuštene transfere, obroke, razglede).

13.3. Način otkaza

Klijent je dužan otkaz dostaviti u pisanom obliku (e-mailom ili preporučenom poštom).

Za obračun troškova relevantan je datum kada je Agencija zaprimila pisani otkaz.
‍

Ako Klijent usmeno otkaže, a ne dostavi pisanu potvrdu, smatrat će se da putovanje nije pravilno otkazano te se može naplatiti puni iznos prema Ugovoru.

14. Otkaz ili izmjena aranžmana od strane Agencije; viša sila

14.1. Nedovoljan broj putnika

Ako se za program traži minimalan broj putnika, a taj broj nije dostignut, Agencija može otkazati putovanje najkasnije 5 dana prije početka (ili u roku navedenom u programu).

U tom slučaju Klijent ima pravo na povrat svih uplaćenih iznosa za to putovanje, bez prava na dodatnu naknadu štete.

14.2. Izmjena programa

Agencija zadržava pravo djelomično izmijeniti program (itinerar, redoslijed razgledavanja, vrijeme polaska, vrstu prijevoznog sredstva, smještaj iste ili više kategorije i sl.) prije ili tijekom putovanja ako to zahtijevaju okolnosti koje se nisu mogle predvidjeti, izbjeći ili otkloniti (promjene reda letenja, prometne gužve, vremenski uvjeti, sigurnosna situacija, overbooking i sl.).
‍

U takvim slučajevima Agencija će, kad god je to moguće, osigurati usluge jednake ili više razine. Promjene učinjene u interesu sigurnosti, zaštite zdravlja, praktičnosti ili udobnosti Putnika, uz zadržavanje opće razine usluge, ne daju pravo na naknadu štete.

14.3. Neizbježne i izvanredne okolnosti (viša sila)

Agencija ne može preuzeti odgovornost niti je obvezna na povrat ili naknadu štete u slučajevima više sile, uključujući (ali ne ograničavajući se na):

  • rat, invaziju, terorističke napade ili ozbiljne prijetnje,
  • nemire, pobune, štrajkove i industrijske sporove,
  • epidemije, pandemije i druge ozbiljne zdravstvene situacije,
  • prirodne katastrofe (potres, poplava, oluja, požar i sl.),
  • velike tehničke i prometne poremećaje (zatvaranje zračnih luka, luka, cesta, prometni kolaps),
  • odluke i mjere državnih tijela, zabrane putovanja i sl

Ako takve okolnosti bitno utječu na izvršenje aranžmana ili prijevoz Putnika do odredišta, Klijent može raskinuti Ugovor prije početka putovanja bez plaćanja naknade za otkaz, uz pravo na povrat uplaćenih iznosa za aranžman.

Klijent nema pravo na dodatnu odštetu.
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Ako viša sila nastupi tijekom putovanja, Agencija će pružiti svu razumnu pomoć u organizaciji alternativnih rješenja (promjena rute, produženje/prekid boravka, povratak i sl.), ali dodatne troškove snose Klijent i Putnici, osim ako zakonom ili pravilima prijevoznika nije drukčije propisano.

15. Osiguranje

15.1. Preporučena osiguranja

U cijenu aranžmana nisu uključena sljedeća osiguranja:

  • osiguranje od posljedica nesretnog slučaja (nezgode),
  • zdravstveno osiguranje za vrijeme boravka u inozemstvu,
  • osiguranje od gubitka ili štete na prtljazi,
  • osiguranje od otkaza putovanja,
  • osiguranje troškova pomoći i povratka u mjesto polaska u slučaju nesreće ili bolesti.

Agencija toplo preporučuje Klijentu da prilikom ugovaranja putovanja ugovori sveobuhvatno putno osiguranje kod osiguratelja po vlastitom izboru, u državi prebivališta.
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Ako Klijent ugovori osiguranje preko Agencije, Agencija nastupa isključivo kao posrednik, a prava i obveze iz osiguranja uređeni su ugovorom između Putnika i osiguratelja.

Svi zahtjevi iz osiguranja (uključujući povrat zbog otkaza) podnose se izravno osiguravajućem društvu; Agencija ne odgovara za odluke osiguratelja.

15.2. Jamčevina u slučaju insolventnosti i osiguranje odgovornosti

Sukladno ZPUT-u, Autentica Travel d.o.o. ima sklopljene ugovore o osiguranju kod:

Croatia osiguranje d.d.,

Vatroslava Jagića 33, 10000 Zagreb, Hrvatska

  • Polica jamčevine u slučaju insolventnosti organizatora putovanja
    ‍    Broj police: 45-7003064134 (vrijedi do 31. kolovoza 2026.)
  • Polica osiguranja od odgovornosti za štetu prouzročenu Putniku neispunjenjem, djelomičnim ispunjenjem ili neurednim ispunjenjem obveza iz Ugovora
    Broj police: 11-7003064163 (vrijedi do 31. kolovoza 2026.)

U slučaju nastupa osiguranog slučaja (insolventnost Agencije ili šteta pokrivena policom), Putnik se treba bez odgađanja obratiti Croatia osiguranju d.d. sukladno uputama na polici i važećim uvjetima osiguranja.

Središnja kontaktna točka za administrativnu suradnju s kontaktnim točkama drugih država EGP-a u vezi zaštite u slučaju insolventnosti organizatora je:

Ministarstvo turizma i sporta RH, Prisavlje 14, 10000 Zagreb,

tel. +385 1 6169 111, e-mail: pisarnica@mints.hr.

Nadzor nad radom turističkih agencija obavlja:

Državni inspektorat, Turistička inspekcija, Šubićeva 29, 10000 Zagreb.

16. Odgovornost Agencije i ograničenje odgovornosti

Kombinacija putnih usluga ugovorenih Ugovorom predstavlja paket-aranžman u smislu ZPUT-a, te Klijent i Putnici uživaju sva prava koja iz toga proizlaze.

Agencija odgovara za uredno izvršenje paket-aranžmana kao cjeline, bez obzira izvršava li pojedine usluge sama ili putem trećih pružatelja usluga, osim u slučajevima kada:

  • neispunjenje ili neuredno ispunjenje može se pripisati Putniku,
  • je uzrokovano trećom osobom koja nije povezana s pružanjem ugovorenih usluga, a takvo neispunjenje je nepredvidivo ili neizbježno, ili
  • je uzrokovano neizbježnim i izvanrednim okolnostima.

Osim štete zbog smrti ili tjelesne ozljede Putnika te štete nastale namjerom ili grubom nepažnjom Agencije, maksimalna odgovornost Agencije za štetu ograničena je na trostruki iznos ukupne cijene paket-aranžmana po Putniku, u skladu sa ZPUT-om i primjenjivim međunarodnim konvencijama.

Ako međunarodne konvencije ili propisi koji obvezuju EU i RH ograničavaju opseg odštete koju je dužan platiti pružatelj pojedine putne usluge (npr. zračni prijevoznik, brodar, hotelijer), ista ograničenja i pretpostavke primjenjuju se analogno na Agenciju.

Ako je Putnik istodobno ovlašten na sniženje cijene, naknadu štete ili naknadu od trećih osoba (zračni prijevoznik, osiguratelj i sl.), svi se iznosi međusobno prebijaju sukladno zakonu.

17. Prtljaga

Za prijevoz kombijem/minibusom/autobusom Putnik ima pravo, ako nije drukčije navedeno:

  • na jedan komad veće prtljage (kofer) i
  • jedan komad ručne prtljage.

Putnik je dužan brinuti se o svojoj prtljazi; osobito je dužan prilikom svakog izlaska iz vozila ponijeti prtljagu sa sobom. Agencija ne odgovara za krađu, gubitak ili oštećenje prtljage, osim ako je ista izravno prouzročena krivnjom Agencije ili njezinih ugovornih partnera i pokrivena je primjenjivim konvencijama.

U slučaju štete na prtljazi u prijevozu za koji vrijede posebne konvencije (zračni, brodski, željeznički i dr. prijevoz), Putnik je dužan odmah na licu mjesta reklamaciju prijaviti prijevozniku i zatražiti odgovarajući zapisnik.

18. Reklamacije i rješavanje prigovora

18.1. Prigovor na licu mjesta

Ako Klijent ili Putnik tijekom putovanja uoči neusklađenost između ugovorenih i pruženih usluga, dužan je:

  • bez nepotrebnog odgađanja obavijestiti lokalnog pružatelja usluge (hotel, vodiča, vozača i sl.) te
  • odmah kontaktirati Agenciju ili njezina predstavnika na kontakt podatke navedene u Ugovoru/Voucheru.

Svrha je da se nepravilnost ukloni na licu mjesta – ako Putnik ne prijavi problem odmah, smatrat će se da su usluge izvršene pravilno, a njegovo kasnije potraživanje može biti odbijeno ili umanjeno.

Ako nepravilnost nije otklonjena, Putnik treba od lokalnog pružatelja usluge ili predstavnika Agencije zatražiti pisanu potvrdu da usluga nije izvršena ili nije izvršena na ugovoreni način.

18.2. Pismeni prigovor nakon putovanja

Ako problem nije u potpunosti riješen tijekom putovanja, Klijent može uputiti pisani prigovor Agenciji:

Prigovor se podnosi najkasnije u roku od 8 (osam) dana od završetka putovanja i mora sadržavati:

  • detaljan opis nepravilnosti,
  • dokaz da je nepravilnost prijavljena na licu mjesta (npr. pisana potvrda, e-mail, fotografije, izjave).

Ako Klijent ne podnese prigovor u zakonskom roku ili ne dokaže da je nepravilnost prijavljena tijekom putovanja, smatrat će se da je odustao od prava na prigovor i daljnje zahtjeve.
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Agencija je dužna na uredan prigovor odgovoriti u roku od 15 dana od njegova primitka. Rok se može produžiti za dodatnih 15 dana ako je potrebno prikupiti dodatne informacije; o tome će Agencija obavijestiti Klijenta.
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Dok postupak rješavanja prigovora traje (najdulje 30 dana od urednog zaprimanja), Klijent i Putnik odriču se pokretanja sudskog, arbitražnog ili drugog postupka te davanja izjava u medijima i na društvenim mrežama o predmetnom sporu.
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Najviši iznos naknade po pojedinom prigovoru ograničen je na iznos spornog dijela usluge i ne može prijeći ukupnu cijenu paket-aranžmana, niti obuhvaća već iskorištene usluge.
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Ako se spor ne može riješiti mirnim putem, Klijent može, sukladno važećim propisima, zatražiti rješavanje spora putem tijela za alternativno rješavanje potrošačkih sporova (npr. Centar za mirenje pri HGK) te putem online platforme za rješavanje sporova EU.

19. Zaštita osobnih podataka

Klijent i Putnici svoje osobne podatke dostavljaju dobrovoljno. Agencija prikuplja, obrađuje i čuva osobne podatke isključivo u svrhu:

  • pripreme ponude, sklapanja i izvršenja Ugovora,
  • ispunjavanja zakonskih obveza (npr. prijava gostiju, knjigovodstvo),
  • (uz zasebnu suglasnost) slanja marketinških obavijesti i newslettera.

Agencija će osobne podatke dostaviti trećim osobama samo u mjeri nužnoj za izvršenje ugovorenih usluga (npr. hotelima, prijevoznicima, lokalnim partnerima) ili kada je to zakonska obveza (npr. državna tijela).

Svi zaposlenici i ugovorni partneri Agencije obvezni su čuvati povjerljivost osobnih podataka.

Podaci se čuvaju u skladu s GDPR-om i nacionalnim propisima te internim pravilima Agencije o zaštiti osobnih podataka.

Klijent i Putnici imaju pravo:

  • zatražiti informaciju o obradi svojih podataka,
  • zatražiti ispravak netočnih podataka,
  • zatražiti brisanje podataka kada za to više nema zakonite svrhe,
  • povući suglasnost za obradu u marketinške svrhe.

Za ostvarivanje navedenih prava Putnik se može obratiti Agenciji na e-mail: info@croatiaautentica.com.

Detaljnija Pravila privatnosti dostupna su na web stranici Agencije ili na zahtjev.

20. Kolačići i poveznice (linkovi) na web stranici

Web stranica www.croatiaautentica.com može sadržavati poveznice na druge web stranice (npr. društvene mreže, hotele, zračne luke, vremenske prognoze). Agencija ne odgovara za sadržaj i politiku privatnosti tih stranica te preporučuje korisnicima da pročitaju pravila privatnosti svake posjećene stranice.

Na web stranici se mogu koristiti kolačići (cookies) radi prikupljanja anonimnih statističkih podataka o korištenju stranice i radi olakšavanja navigacije (npr. pamćenje postavki). Kolačići se ne koriste za pristup osobnim podacima korisnika niti za praćenje aktivnosti izvan stranice Agencije.

Korisnik može onemogućiti kolačiće u postavkama internetskog preglednika, pri čemu neke funkcionalnosti stranice mogu biti ograničene.

21. Mjerodavno pravo i nadležni sud

Na ove Opće uvjete, kao i na svaki pojedini Ugovor na koji se primjenjuju, primjenjuje se pravo Republike Hrvatske, uz isključenje kolizijskih normi koje bi upućivale na primjenu stranog prava.

Stranke će nastojati sve sporove rješavati mirnim putem.

Ako to nije moguće, za sve sporove proizašle iz ili u vezi s Ugovorom i ovim Općim uvjetima nadležan je stvarno nadležni sud u Zadru.

22. Završne odredbe

Ovi Opći uvjeti:

  • zamjenjuju sve ranije opće uvjete putovanja Autentica Travel d.o.o., i
  • stupaju na snagu danom objave na web stranici Agencije te se primjenjuju na sve Ugovore sklopljene nakon tog datuma.

Klijent potvrđuje da je prije sklapanja Ugovora upoznat s ovim Općim uvjetima, Programom putovanja i svim relevantnim informacijama, te da ih u cijelosti prihvaća za sebe i sve Putnike navedene u rezervaciji.
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Autentica Travel d.o.o.

Gornja Otišina 1, 23450 Kruševo, Hrvatska