Terms and Conditions

Terms and Conditions
Kety travel travel agency – General terms and conditions

1. SUBJECT OF THE CONTRACT
The subject of this contract is the regulation of mutual relations between the tourist agency KETY TRAVEL d.o.o. Porečka 24a, HR-52446 Nova Vas, OIB: HR79811618739, ID-CODE: HR-AB- 52-040338717, Tel. +385 52 356-947, Email: [email protected] (hereinafter referred to as KETY TRAVEL) in its own name, and for the account of the owner of the accommodation unit on the one hand, and the user of the accommodation (hereinafter referred to as the guest) on the other hand, when making a reservation for accommodation offered on the website www.istra-holiday.com

2.RESERVATION AND CONCLUSION OF CONTRACT
The contract between the guest and KETY TRAVEL enters into force upon the guest’s binding reservation. The reservation can be made orally, in writing or electronically. From that moment on, the rights and obligations of the contracting parties are regulated by these General Terms and Conditions and apply to the guest and KETY TRAVEL. The reservation confirmation will be delivered to the guest in electronic form. In the event that the reservation confirmation differs from the requested reservation, by paying for the received reservation, the guest confirms his/her agreement to the conditions stated in the confirmation. KETY TRAVEL may, without obligation, accept any special request or application, but the same is not legally binding for KETY TRAVEL and such a request will be fulfilled only if KETY TRAVEL has issued a written confirmation for it. In the event that payments for the reservation have not been made in accordance with the provisions of Article 3.2, the reservation may be canceled, without KETY TRAVEL having any obligations towards the guest.

3. PRICES AND PAYMENT TERMS

3.1 Accommodation price
The prices published on the website www.istra-holiday.com are expressed in euros and refer to the price of accommodation per accommodation unit in the relevant period. In accordance with the article on price changes, the price valid at the time of booking applies. Any additional services requested by the guest (e.g. charging an electric car, heating a swimming pool, additional cleaning, renting a bicycle, etc.) are not included in the price and must be paid on site to the person responsible for the accommodation facility. The minimum length of stay is determined for each accommodation facility and period individually. For stays shorter than the minimum length of stay, the price of accommodation increases by 30%. Accommodation prices (unless otherwise stated in the description) include: normal electricity consumption (except for the cost of electricity for charging an electric car), heating in winter and air conditioning in summer, water consumption, final cleaning, bed linen, bathroom towels and tourist tax.

3.2 Payment
Regardless of whether the reservation was made directly by the guest or through an intermediary agency, upon receipt of the reservation confirmation, the guest/agency is obliged to pay a 30% advance within a maximum of 3 days, which confirms the reservation. The balance up to the full amount is paid no later than 30 days before arrival and the start of using the reserved service. For reservations made within 30 days before the start of using the accommodation service, the entire amount of the reservation (100%) must be paid within 24 hours. Payment for reservations made within 30 days before the start of using the service must be confirmed by a written (e-mail) confirmation of the completed payment if it is a payment by bank transaction. KETY TRAVEL reserves the right to request a valid credit card number from the guest as a payment guarantee. In case of non-compliance with payment deadlines, the reservation may be cancelled.

3.3 Reservation cancellation
If the guest cancels the reservation, the following cancellation costs will be charged:

Apartments

Up to 42 days before arrival – full refund of the amount paid
41 – 31 days before arrival – 50% of the total price of the reservation
30 days before arrival – 100% of the total price of the reservation
“NO SHOW” – 100% of the total price of the reservation

Holiday houses and villas

Up to 42 days before arrival – full refund of the amount paid
41 – 31 days before arrival – 50% of the total price of the reservation
30 days before arrival – 100% of the total price of the reservation
“NO SHOW” – 100% of the total price of the reservation

In case of refund of the advance payment, handling costs in the amount of EUR 50 will be charged.

3.4 Change reservation
At the request of the guest, it is possible to change the reservation in terms of changing the date, object, type of accommodation or the name of the person. Any change made within 30 days to the date of use of the service will be charged EUR 30.00 with the application of the rules from Article 3.3 in case of a change of accommodation facility.

3.5 Price change
When choosing our facilities, special attention is paid to the description of services and the calculation of prices. However, despite this, we are unable to exclude the possibility of changes in services and prices. In the event of such a change, the guest will be notified at the time of booking or at the latest at the time of booking confirmation. The items on the booking confirmation are final. It is unlikely that a change will occur after booking confirmation, but we cannot completely exclude such a possibility. If significant changes do occur, the guest has the right to cancel the agreed reservation without charge, within 5 days of receiving the notification. Payments already made will be refunded. KETY TRAVEL reserves the right to adjust prices up to 22 days before departure, due to an increase or introduction of fees or taxes on some services, or a significant change in the exchange rate after booking. The guest has the right to cancel the agreed reservation in the event of a price change of more than 10% under the same conditions as in the previous paragraph

.4. ACCOMMODATION CAPACITIES FROM OUR OFFER

KETY TRAVEL’s offer of accommodation facilities includes facilities owned by our contractual partners – private and legal entities for whose account KETY TRAVEL markets capacities on the tourist market.

.4.1 Maximum number of people
The accommodation units in our offer can accommodate only the maximum number of people specified in the description of the booked accommodation unit published on the KETY TRAVEL website. The same applies to children, regardless of their age, with an exception in the case of facilities where the description states that it is expressly permitted to bring another child up to 2 years old without additional payment. Guests are kindly requested to note this fact when booking accommodation. It is also prohibited to set up tents or caravans on the property belonging to the facility. In the event that the maximum number of people is exceeded or a tent or caravan is set up on the property, the owner of the facility may charge a certain fee per person for the excess persons or may remove the excess persons from the property, or order the tent or caravan to be removed. In the event that the guest does not comply with this order, everyone will be removed from the property, without the possibility of a refund of the amount paid.

4.2 Object size
Our associates have personally visited each of the properties in our offer. The stated sizes of the properties are always external measurements and accordingly there is a possibility that the internal area is up to 15% smaller than stated.

4.3 Pets, insects and allergies
Despite the thorough cleaning and maintenance of our facilities, sometimes an insect or mouse is found in the house that has crept in from its natural habitat where the house is located. KETY TRAVEL cannot be held responsible for this. Although pets are not allowed in all facilities, this does not mean that a pet has never stayed in the reserved facility. KETY TRAVEL does not assume any responsibility for allergic reactions of guests in individual facilities.

4.4 Noise
When selecting properties from our offer, we always make sure to choose properties located in a good, safe and quiet environment. However, despite this, we are unable to guarantee that there will be no noise during the guest’s stay, as we are unable to influence conditions such as traffic noise, noise from a nearby construction site, etc. Neither the landlord nor KETY TRAVEL can be held responsible for the noise coming from the surroundings of the property.

4.5 Swimming pool and whirlpool
In the event that the facility has a swimming pool, the guest is obliged to follow any advice from the facility owner or KETY TRAVEL for safety reasons. The use of the pool is solely at their own risk. Children are allowed to move around the pool area only in the presence of an adult. Pets are strictly prohibited from entering the pool. If the accommodation is booked outside the summer season, the pool may be out of use or an additional fee is required for its use if it has a pool heating function. It should be taken into account that the use of the whirlpool is associated with certain health risks, and it can be used at their own risk. The water in the whirlpool may not be warm until late in the evening on the day of the guest’s arrival. It is forbidden to stand on the whirlpool covers. The covers are used for insulation, are not designed and adjusted to the carrying capacity of a person and can easily break. In the event that the cover is broken, the guest is obliged to compensate the owner directly for the damage.

4.6 Youth groups (up to 25.99 years of age)
If it is determined on the spot that a group of young people / younger adults has come to a facility where this is not allowed, which is clearly indicated in the description of the facility on the website, special conditions for such groups will be applied.
The amount of the deposit is increased to €150 per person – payable exclusively in cash on the spot. Guests are obliged to strictly adhere to the house rules that they will find in each of the facilities from our offer, with a special emphasis on the prohibition of loud celebrations and playing loud music throughout the day and night. In case of non-observance of the stated rules, the owner of the house will warn the guests once. In case the guests continue to violate the house rules or their behavior causes material damage in the building, the owner of the house has the right to deny the guests the further provision of accommodation without returning the deposit and the amount paid for the accommodation.

5. ACCOMMODATION UNIT EQUIPMENT

In many of the properties in our offer, guests have access to numerous appliances such as washing machines, dishwashers, refrigerators, microwave ovens, DVD players, TVs, satellite receivers, telephones, internet access, swimming pools, etc. Guests are free to use these appliances, but KETY TRAVEL does not bear any responsibility if one of these appliances breaks down unexpectedly during their stay and stops functioning, or if the guest damages it. This also applies to sanitary appliances and installations.

6. TIME OF ARRIVAL AND DEPARTURE; SHORTENING OR EXTENSION OF STAY

After paying the full amount of the reservation, the guest will be provided with travel documents confirming that he is the legal user of the reserved accommodation. Travel documents contain: a voucher, and exact information about where to collect the keys to the reserved accommodation. The guest is asked to pay attention to the contact phone numbers in order to be able to contact the owner of the property or a KETY TRAVEL employee. Upon arrival, the guest is obliged to hand over travel and personal documents to the person who will hand over the keys to the house/apartment, check in and immediately return personal documents. The expected time of arrival/departure is stated in the travel documents. Arrival is mandatory between 3:00 PM and 8:00 PM, while departure is usually by 10:00 AM. If arrival is not possible by 8:00 PM, the guest is obliged to notify KETY TRAVEL or the person responsible for the keys, with whom they will arrange a possible key collection. If the guest wishes to extend his stay, he is asked to contact KETY TRAVEL in a timely manner, which, if the date is available, will be happy to extend his reservation.

7. PROVISION OF ALTERNATIVE ACCOMMODATION AND RESERVATION CANCELLATION BY KETY TRAVEL

In exceptional cases due to unforeseen or unavoidable circumstances, KETY TRAVEL may assign the guest to suitable alternative accommodation of equal value and quality. KETY TRAVEL is authorized to cancel the reservation before or during the period of use of the accommodation, in the event that unforeseen or unavoidable circumstances occur that prevent the use of the accommodation, endanger the guest or the accommodation facility, or reduce the quality of the service to the point where it becomes unreasonable to provide the contracted services. In such a case, the guest will be refunded the amount of payments already made, reduced by the services already used. In none of the cases specified in this article is KETY TRAVEL obliged to pay compensation to the guest.

8. OTHER GUEST OBLIGATIONS

During their stay, the guest is obliged to use the property and equipment of the property owner with due care. In addition, they are obliged to adjust their behavior in a way that does not disturb other guests, neighbors and the host. In the event that the guest, even after a warning, does not comply with the house rules, they lose the right to the reserved accommodation and are obliged to leave it without compensation. Any damage or defects caused or found by the guest must be immediately reported to the person responsible for the keys/an employee of KETY TRAVEL. In this way, the damage and defects will be immediately removed, without reducing the quality of the stay. The guest is responsible for the loss or damage they have caused only in the event that they cannot prove that they are not responsible for it. The same applies if the accommodation unit cannot be handed over to the next guest for use due to damage, dirt or lack of equipment. The owner of the property will charge the guest for the loss or damage on site.

8.1 DEPOSIT
The deposit is paid/deposited upon arrival and collection of the accommodation facility. The amount of the deposit, as well as the method of payment (in cash), can be found in the travel documents that are sent after receiving the payment of the balance of the reservation. In the event that the guest refuses to pay the deposit, the home owner may refuse to provide the booked accommodation service. The deposit is considered insurance in case of damage to the accommodation facility and will be returned to the guest (in cash) upon departure from the facility after it has been established that no damage has occurred in the same.

9. COMPLAINTS, CLAIMS FOR DAMAGES

The guest is obliged to handle the accommodation unit and its inventory conscientiously. The guest must return the accommodation unit upon departure in the same condition as it was when it was taken over. In the event that the condition of the accommodation unit does not comply with the reservation, the guest is obliged to immediately notify the person responsible for the keys. In the event that irregularities that were visible are not reported immediately upon arrival, the unit will be considered to have been handed over for use in a completely proper condition. If irregularities occur during the stay, the guest is obliged to act in the same way. In the event that the owner or the person responsible for the keys is unable to eliminate the defect within a reasonable time, the guest is obliged to notify his agent or KETY TRAVEL employee. If the guest leaves the facility on his own initiative or finds another accommodation without giving KETY TRAVEL the opportunity to resolve the cause of his dissatisfaction, or to offer him appropriate alternative accommodation, the guest loses the right to compensation regardless of whether the reasons for his departure were justified or not. The person responsible for the keys and the travel agent are not authorized to approve claims for compensation. The claim for compensation must be submitted to KETY TRAVEL or the travel agent in writing to the e-mail address: [email protected] within 2 weeks of the end of the use of the accommodation, with attached evidence (photographs, confirmations from the person responsible for the keys/local agent, witness statements, etc.). Complaints filed after the 2-week deadline will not be taken into consideration. We emphasize that it is in the guest’s interest to act in good faith and express a willingness to resolve the complaint during their stay and to send their written complaint to the owner of the property on site, and to request a written confirmation from the owner that they have received the complaint. If the guest does not meet the above conditions, they lose all rights to compensation. KETY TRAVEL is obliged to issue a written solution to the complaint within 21 days of receiving the complaint, in the manner in which the complaint was received (by e-mail, mail or personal delivery, which will be responded to by written delivery with return receipt). If it is necessary to collect information and verify the complaint, KETY TRAVEL can postpone the deadline for making a decision for another 14 days, about which it is obliged to inform the guest of the complaint in writing. KETY TRAVEL will handle only those complaints for which the guest provides proof that he sent a written complaint to the service provider on the spot and that the cause could not be eliminated on the spot. Until KETY TRAVEL makes a decision, the guest renounces mediation by any other person, judicial institution or providing information to the media.

10. KETY TRAVEL’S OBLIGATIONS

KETY TRAVEL undertakes on its own behalf, that is, on behalf of the renter, during the reserved period, to make available to the guest a neat and clean accommodation unit equipped in accordance with the description. In the event that the accommodation unit does not correspond to the description on the reservation, KETY TRAVEL will do everything to eliminate the observed defects, or provide the guest with suitable replacement accommodation of equal value. In the event that it is not possible to achieve this within a reasonable time or if the guest refuses to accept the offered alternative accommodation, KETY TRAVEL will compensate the guest for any form of reduction in value, if it is indisputably established that it is responsible for it. In the event that the guest suffers loss or damage as a result of KETY TRAVEL’s negligence resulting in a breach of contract, KETY TRAVEL accepts responsibility for the damage caused. KETY TRAVEL will not be held responsible in case the loss or damage can be attributed to the following causes:

Acts or omissions by the guest or his/her companions;
Unforeseeable or unavoidable failures of a third party not involved in the provision of the services specified in the reservation;
Force majeure or events that Briskva could not foresee or avoid;
The use of swimming pools, children’s playgrounds, and sports facilities of all kinds is solely at the guest’s own risk;
Damage and loss due to burglary.

11. TRAVEL DOCUMENTS

When traveling to the Republic of Croatia, it is the guest’s duty to have a valid personal travel document (depending on the guest’s country of origin, an ID card or passport) for themselves and all guests of the accommodation. It is the guest’s duty to check whether a visa is required for their entry into the Republic of Croatia or for the countries they are traveling through, to obtain it in a timely manner, and to comply with the customs and foreign exchange regulations of the Republic of Croatia and the countries they are traveling through.

12. PERSONAL DATA PROTECTION

The guest provides personal data; name and surname, address of residence, telephone number and e-mail address voluntarily. The guest’s personal data is required in the process of realizing the requested service and will be used for further mutual communication. KETY TRAVEL undertakes not to take the guest’s personal data out of the country or give them to a third party, except for partners who participate in the realization of the contracted service (accommodation service provider). The guest’s personal data will be stored in a database, in accordance with the decision of the KETY TRAVEL management on the method of collecting, processing and storing personal data. KETY TRAVEL reserves the right to use the guest’s personal data for marketing purposes. The guest can unsubscribe at any time by sending a request to [email protected] Objection to the processing of personal data for marketing purposes will not affect the contracting and/or realization of the requested service.

13. COPYRIGHT

The website www.istra-holiday.com contains copyrighted material, trade names and other proprietary information, including, but not limited to, text, software, photographs, graphics and videos. The entire content of the website is protected by copyright law. You may not modify, publish, transmit, participate in the transfer or sale, create derivative works or in any way exploit any of the content, in whole or in part.

14. JURISDICTION OF THE COURT

The parties undertake to try to resolve possible disputes amicably, and if this is not possible, in the event of a legal dispute, the court in Pazin is competent and the law of the Republic of Croatia shall apply.