Terms & Conditions
SOL-TOURS provides accommodation services in accordance with General Terms and Conditions, and with the period and details of the confirmed reservation. SOL TOURS is not liable for circumstances caused by conditions beyond its control, including wars, riots, strikes, acts of terrorism, natural disasters, sanitary disruptions, restrictions by local authorities, death or illnes of service provider and the like.
2. BOOKING AND PAYMENT
Inquiries and booking of accommodation can be done electronically, by mail or in person at the SOL TOURS office.
When booking, the customer confirms that he is familiar with the General Terms and Conditions, and that he accepts them in their entirety. Thus, everything stated in the General Terms and Conditions becomes legally binding both for the customer and SOL TOURS. When booking, the customer is required to give all the information necessary in the booking procedure. When booking, the customer is required to pay in advance 30% of the total amount. Rest of payment is 14 days before arrival, unless otherwise agreed with SOL TOURS.
Payments can be done:
-by bank transfer
-by credit card
3. RESIDENCE TAX
According to the Croatian Law on the Residence Tax, customers are required to pay the Sojourn Tax when paying for their accommodation. The amount of Sojourn Tax to be paid will be stated on your reservation calculation, or there will be information that Sojourn tax is included in price. The registration fee will be charged once pro person (indipendently of the age), according to price list.
4. PRICE OF ACCOMMODATION
The price of accommodation includes the basic service. Special services must be requested at the time of booking (air conditioning, using of washmashine, rent a bike, longe etc.).
The price of accommodation is given in EUR and will be charged in HRK according to exchange rate of Croatian National bank on the day of payment.. SOL-TOURS reserves the right to make changes to the stated prices (in the event that the host changes prices or there are changes in exchange rates). For customers who have paid an advance for their reservation, SOL TOURS guarantees the price of accommodation, stated in the calculation according to which the advance was paid. If the changes occur prior to the payment of the advance, SOL TOURS is required to inform the customer.
If more customers than are stated on the voucher arrive at the accommodation unit, the host has the right to deny the extra customers accommodation or to accommodate all of the customers at extra charge directly made to the host, according to the price list.
5. CATEGORIZATION AND SERVICE DESCRIPTION
Accommodation units offered by SOL TOURS are described in accordance to the official categorization of the authorized institution, and based on onsite assessment prior to being put in SOL TOURS's online offer.
6. SOL TOURS's RIGHT TO CHANGES AND CANCELLATION
SOL TOURS reserves the right to change or modify a reservation in case of circumstances caused by conditions beyond its control that cannot be predicted, avoided or rectified (See Article 1). Booked accommodation can be substituted only by an accommodation unit of the same or higher category and at the price confirmed during booking, provided that customer is notified ahead of time.
Should the substitute accommodation be available only in an accommodation unit of higher category and should the price of the substitute accommodation be higher by 15% or more than the initially booked accommodation, SOL TOURS reserves the right to charge the price difference upon consulting the customer.
In cases where substitute accommodation for paid accommodation is not available, SOL TOURS reserves the right to cancel the reservation upon prior customer notification (at least 7 days before arrival) and guarantees the refund of the paid amount.
Should an adequate substitute accommodation not be available on the day of arrival, SOL TOURS will provide information on available accommodation that is not included in SOL TOURS offer.
7. CUSTOMER'S RIGHT TO CHANGES AND CANCELLATION
Should the customer wish to change or cancel a reservation, this must be done in written form (email, mail, or fax). The following are examples of changes: changes to the number of customers, changes to arrival / departure dates. Changes must be made at least 30 days prior to the arrival date.
The first change to the reservation is free of charge, unless it entails further expenses for SOL TOURS. For all further changes to the reservation, 15 EUR will be charged per change. Should a change to the reservation not be possible and should the customer cancel for this reason, the conditions for the cancellation of reservation listed below will be enforced. The following are examples of cancellation of reservation: change of accommodation unit, and all changes done within 30 days of the arrival date or during use of the accommodation unit.
- till 14 days before arrival: cancellation penalty is 30% of the total amount
14 days till the arrival day: cancellation penalty is 100% of the total amount
Should the customer not arrive at the booked accommodation unit before midnight on the arrival date, and the customer has not informed SOL TOURS, the reservation is considered to be cancelled, and therefore the cancellation costs will be charged as described above.
Should the real costs exceed the above stated costs, SOL TOURS reserves the right to charge the difference. Should the customer find a replacement for the cancelled reservation, SOL TOURS will only charge the real costs caused by the replacement.
SOL TOURS recommends to stipulate an insurance policy covering travel cancellation costs.
8. OBLIGATIONS OF SOL TOURS
It is obligation of SOL TOURS to take care of provided services, hosts, and customers' interests and rights according to accepted customs and practices in tourism. SOL TOURS will carry out all stated obligations in full and as described above, except in circumstances caused by conditions beyond its control (Article 1), when Article 6 is applied.
9. CUSTOMER'S OBLIGATIONS
The customer is required:to have valid travel documents or visa when is necessary,to obey customs regulations and currency exchange regulations of Croatia, to obey house rules in accommodation units and to have good relations with the host,to produce the confirmation of payment (Voucher received by mail or email) upon arrival. Should the customer not follow the above listed obligations, the customer is liable for caused damage and must cover the expenses.By confirming the reservation, the customer accepts to pay for all damages caused directly to the host.
SOL TOURS is not responsible for the theft of luggage or valuables in the accommodation unit. Lost luggage or stolen goods should be reported to the host and the local police department.
Should the services provided not be satisfactory, the customer is entitled to seek reasonable compensation by filing a written complaint. Every customer is entitled to file a complaint if the paid service is not provided. Every customer - reservation holder, files a separate complaint.
Complaint procedure: The guest is required to complain to the service provider about the inadequate service immediately on the day of his/her arrival and to notify SOL TOURS's office. Furthermore, the guest is required to cooperate with SOL TOURS representatives and the service provider in good faith in order to rectify the problem. If the guest refuses to accept the solution that is in accordance with services paid for, SOL TOURS is not required to accept any further complaints referring to this service.
The maximum compensation per complaint can amount to the cost of the part of the service(s) in the complaint. It cannot amount to the total paid to SOL TOURS and cannot include services already provided.
In accordance with the article 6 section/paragraph 3 of the Act on provision of Tourism services (Official Gazette no. 130/17) –We would like to inform our customers that a complaint on the quality of our services may be submitted in writing to the postal address:
SOL-TOURS d.o.o., Jaz 1/1, 51511 Malinska, Hrvatska
or via e-mail on: firstname.lastname@example.org,
or FAX number: +385 51 850006
or submitting in person at our office.
The response to your complaint will be provided in writing within 15 days as of the receipt of the complaint. When filing a complaint, please provide the following information about the consumer: name and address for delivery of the response.
12. DATA PROTECTION
Personal data of the guest is provided voluntarily and is required in the process of processing requested service and will be used for further mutual communication (eg letter of intent, payment instructions, service delivery notice). SOL TOURS undertakes not to disclose the personal data of the beneficiary from the country or to provide it to a third party other than the partners participating in the realization of the contracted services (eg accommodation). The personal information of the user will be kept in the database, according to SOL TOURS d.o.o. policy about the way of collecting, processing and securing personal data. SOL-TOURS reserves the right to use the personal information of the service user for marketing purposes (eg, notification, promotion, newsletter). The user is able at any time to sign out with the "Unsubscribe" link at the end of each mail or by submitting an application to email@example.com. An objection to the processing of personal data for marketing purposes will not affect the contracting and / or realization of the requested service.
Upon payment of the advance or the total amount, the customer accepts the General Terms and Conditions in their entirety.