GENERAL TERMS AND CONDITIONS KIRA TRAVEL D.O.O.
PUTNIČKA AGENCIJA KIRA TRAVEL d.o.o., with head office in Kaštel Lukšić, adress O.Jordana Viculina 21, Croatia, VAT ID No: HR- 55057549067. The company operates under following registration numbers : MB 2828804, MBS: 060277323, agency identification code: HR-AB-21-060277323
1. INTRODUCTORY NOTE
These General Terms and Conditions represent an integral part of the Contract / voucher between KIRA TRAVEL d.o.o. ( hereinafter: Kira Travel ), on the one hand, and the Client on the other hand. These General Terms and Conditions apply exclusively. No supplementary agreements have been made and we do not recognize any Client conditions that are contrary to these General Terms and Conditions, unless we have expressly agreed to such conditions in writing.
Kira Travel organizes a wide range of programs, congresses, business meetings, events and other travel arrangements in Croatia and abroad on their behalf and for their account. Programs are organized in the form of ready-made programs - packages or according to special requirements. Kira Travel also sells as a subagent programs of other tour operators as an intermediary, where the responsible programme organizer is indicated on every package.
2. CONTENT OF THE TRAVEL PACKAGE
The travel organiser Kira Travel guarantees the carrying out of the programme as described in the travel package in the programme it organises and which Client received. The content of the travel package will be implemented in entirety and in the described way, except in case of extreme circumstances ( force majeure ). Kira travel accepts no responsibility for and shall not be liable in respect of loss or damage or changes caused by force majeure events such as strikes, riots, political unrest, war hostilities, or threat of war, terrorist activity, industrial disputes, fire, flood, natural or nuclear disaster, unfavourable weather conditions or similar events beyond our control.
3. BOOKINGS AND PAYMENTS
Inquires and reservations for all services provided by Kira Travel can be made via e-mail, in writing or in person at Kira Travel office as well as at the offices of partner travel agencies.
Kira Travel provides the Client with all needed materials or program, presenting all relevant information regarding the trip. During the booking, the Client is obligated to provide all the information or documents which are required for the reservation process.
During the booking, the Client pays 30 % of the travel package amount and remaining 70% of the amount should be paid 21 days before the departure.
Final program details must be confirmed 21 days prior to arrival. Any additional services confirmed after that date will be subject to availability and market terms on the date requested and will be billed separately. Deviation from this may affect the quality of rendered services. By signing the contract , voucher or application form or by paying any part of the price or the entire package price, the Client fully accepts the program and all general terms and conditions of the travel. Any additional arrangement /agreements which the parties confirm via email after the signing of the contract shall form part of the binding agreement.
4. PACKAGE PRICE AND SERVICES INCLUDED
The content of travel package or package price includes everything that is mentioned in the tour programme below „Services included in the package price“.
The content of travel package or package price does not include everything that is mentioned in the tour programme below „Services not included in the package price“.
Optional services are services not included in the package price. These services should be asked for when applying and are additionally paid to the price of the travel package.
The package prices are specified in the tour programme and are valid from the day of announcing the programme. The prices mentioned in our programmes are based on the Contract we have with our partners and do not have to be compliant with the prices stated on the spot at the destination Client stay in and possible price difference cannot be subject to complaint.
All rates are calculated in good faith and quotations, including VAT, are valid for the services requested. Rates are based on the requested number of participants and given dates. The rates are based on current exchange rate and local taxes effective on the date the price quotation is created. The quoted prices are subject to adjustment in case of governmental legislation changes such as increase in VAT or other taxes.
Kira Travel retains the right to change the announced prices in case of change of prices of accommodation, meals, transport and other services, in other words, in case of change of the currency exchange rate which is the basis for calculating the travel package price.
In case there is a price increase amounting to more than 10%, the Client has the right to cancel the travel package without cancellation costs and has to inform Kira Travel about it in writing within 48 hours from the information receipt. If the Client does not cancel the travel package within the mentioned time limit, it is considered that he/she agrees with the change of price. In case of cancellation, Client does not have the right to compensation claim.
5. CATEGORISATION AND DESCRIPTION OF SERVICES
The offered accommodation facilities, restaurants, transportation and other are described according to the official categorisation of the local tourist organisation valid at the time of the publication of the programme. Standards of accommodation, transportation, meals and other services, differ in specific localities and countries, and are not comparable.
6. ACCOMMODATION IN ROOMS/APARTMENTS
The rooms/apartments shall be distributed by the reception desk staff at the place of staying. Unless a Client has explicitly contracted for a room/apartment with particular features, he/she will accept any officially registered room/appartment for rent in the certain facility, described in the catalogue or the price list. If it is possible, the organiser will try to meet the Clients additional request for accommodation (comfort, orientation of the room, floor and similar), but it cannot guarantee the meeting of such request. The check-in is most often not possible before 4:00 pm on the service start date, and the clients have to check out until 10:00 am on the service end date, if not otherwise stated in the programme. Arrivals after 6:00 pm must be advised in advance, unless indicated differently. The number of disposable beds in the apartment corresponds to the highest possible number of guests in the appartment, in other words, a higher number of guests cannot be accommodated in the appartment. A child counts as an adult. The owner of the appartment has the right to decline the accommodation of guests if the number of people is higher than the one reported by the Kira Travel. Pets are not allowed into the rooms/apartments, if not otherwise stated and if so, with the additional fee.
7. THE RIGHT OF TRAVEL ORGANISER TO CHANGE AND CANCEL
Kira travel reservs the right to cancell the trip if there is no sufficient number of Clients / Participants to travel, but no later than 5 days before the start of the trip.
The minimum number of Clients / Participants required to execute every trip is specifically indicated in each program / arrangement. Kira Travel reserves the right to change travel program compleatly or partly unless there are exceptional circumstances that can not be anticipated, avoided or eliminated before the start of the trip (see point 1). Kira Travel reserves the right to change the day or hour of departure due to changes in the flight schedule or occurrence of exceptional circumstances, as well as the right to change the direction of travel if the travel conditions change according to applicable international traffic regulations.
Should Kira travel cancel the trip, the Client / Participant is entitled to the payment of the amount paid in full, but not for compensation.
8. THE RIGHT OF THE CLIENT TO CANCEL
Kira Travel must be notified of all cancellations in writing. All deposits paid or due to Kira Travel up to the moment of cancellation, will become forfeit unless otherwise agreed upon for covering cancellation charges towards third party suppliers as per their contracting conditions. Deposits not paid on the contracted date remain due to Kira Travel regardless of cancellation.
The cancellation costs will be calculated from the date on which Kira Travel receives a written request for the cancellation, and it is as follows:
For FIT clients:
60-30 days before the journey 30% of the total price
29–21 days before the journey 40% of the total price
20–14 days before the journey 80% of the total price
13–0 days before the journey and no show 100% of the total price
For Groups: The cancellation costs will be calculated according to the Kira Travel confirmation and as per contracted conditions per each group.
9. OBLIGATIONS OF THE TRAVEL ORGANISER
Kira Travel is obliged to take care of the performing of services as well as the choice of service provider with due care of a good organiser and also care for the rights and interests of the clients in accordance with the good practices in tourism. Kira Travel is obliged to provide clients with all mentioned services for the individual travel package in the programme and is responsible to the client for the possible non-performing of services or a part of services.
Kira Travel is not responsible for changes or non-performing of services owing to circumstances beyond its control (Clause 1) and for late arrivals of transport means which are outside of the transporter’s responsibility according to positive regulations and international conventions. In these cases, the client will meet all additional costs.
10. OBLIGATIONS OF THE CLIENT
The Client is responsible for his/her and his/her party’s actions. If Kira travel or our suppliers believe clients actions or those of his/her party could cause danger, upset or annoyance to other clients, guests or staff, Kira travel or her suppliers may end Client booked arrangements immediately. In this event neither Kira Travel nor the relevant service provider(s) will pay compensation, make refunds nor pay any expenses Client suffer as a result. Client is responsible for his/her personal safety and for the safety of the accompanying people dependent on the Client.
The Client is obliged to:
- have valid travel documents. The costs of loss or theft of documents during the journey are covered by the Client. Tourist escort or the representative of the organiser will help him/her, but under condition it does not disturb the carrying out of the programme. If a visa is needed for a journey, the travel organiser can, on Client’s demand and when it is possible, help obtain it, with additional payment. The travel organiser does not guarantee the obtaining of visas
- have confirmation and documentation for vaccination against diseases as required by certain countries. In that case, the Client encloses a medical statement. If a Client does not possess these documents and/or has unvalid travel documents which lead to withdrawal from the journey or unability to continue the journey, it does not oblige the travel organiser and it charges the cancellation costs
- comply with the custom and currency regulations of the Republic of Croatia, as well as of the countries in which he/she stays during the journey, - observe the house rules in all facilities he/she visits and cooperate with all service providers in good faith
- comply with the instructions and cooperate with tourist escort and/or representative of the travel organiser
- give the document which confirms payment of service, (the Voucher received by e-mail), to the toourist representative upon arrival. In cases of non-compliance with these obligations, the Client is responsible to travel organizer Kira Travel for any damage he/she caused
The transport of baggage by airplane is free of charge up to the weight determined by the airliner.
The Client pays for the excess baggage according to the current prices of the airliner. The children up to two years of age are not entitled to a free of charge baggage transport in air transport. In case of bus transport, the Client may bring along 2 pieces of personal baggage. The clients are obliged to take care of their belongings brought onto bus, and are obliged to bring them along whenever leaving the bus.
Otherwise, the Clients will be solely responsible for theft, loss or damage of objects left unattended in the bus. The baggage is transported at Client’s risk and therefore the baggage insurance at the insurance company is recommended.
The travel organiser Kira Travel is not responsible for damaged or lost baggage as well as for stealing of baggage or valuable things at the hotel (a safe-deposit box lease is recommended). The Client should inform the transporter or the person at the accommodation facility reception on the damaged or lost baggage, depending on where the damage or loss has occurred.
12. TRAVEL INSURANCE
The cost of package price does not include the package of travel insurance: insurance against risks of accidents and diseases, travel insurance from loss or damage of luggage as well as health insurance.
We highly reccommand to each Client to take travel insurance "package" in the country he/she is coming from.
13. PAYMENT CONDITIONS
The payment schedule and deposits are according to Kira Travel itemized quotations in contract documentation. Kira Travel reserves the right to cancel or withhold any service for which deposits were not received on the dates due, or have not been fully prepaid in accordance with the payment schedule.
All invoices are due and payable in quoted currency by bank transfer, inclusive of all bank charges. The program invoice is payable within the stipulated payment schedule. All unpaid balances will automatically incur 15% interest per annum, effective from the date the invoice is due.
A copy of the bank transfer documents are to be sent to Kira travel on the day payment is initiated.
14. COSTS MADE IN THE DESTINATION
The Client and Kira Travel agree that all extra costs will be paid immediately in the destination unless otherwise agreed upon in writing. All additional requested services will require the signature of an authorized representative appointed by the CLIENT, and a credit card guarantee will be taken by the hotel and by Kira Travel. The CLIENT will be held responsible as joint debtor for all claims and extra services (such as telephone calls, mini bar, laundry, service, restaurant bills, etc.) incurred by his guests, on the basis of the contract, even if “self- payment by the guest” has been stipulated.
15. SOLVING COMPLAINTS
Every Client has the right of complaint for not getting the paid service. If the services offered are not entirely fulfilled, or below the quality standard, the Client may require a partial compensation by submitting a written complaint. Every Client makes the complaint individually; the organiser will not deal with group complaints.
If the Client is not satisfied with a specific situation upon arrival, he is obligated to inform the representative of service provider (receptionist or owner of accommodation, or agency representative etc.) immediately, giving explanation to his dissatisfaction. The Client should contact representative of service provider first and try to get a satisfactory solution. The Client is obligated to cooperate with the service provider and the travel organizer in good will to solve the problem. If the Client accepts a proposed solution on the spot, travel organizer is not obligated to accept any further complaints.
If the problem is not solved, the Client makes a written certificate in two copies with the tourist escort or the representative of the organiser or the service provider, which both sign. The Client retains one copy of it. Eight days after the Client return from the journey at the latest, the Client submits the written complaint at the selling place where he/she paid for the travel package and encloses a written certificate signed by the representative and possible bills for additional expenses. The travel organiser will start the procedure only of the fully documented complaint, received within the mentioned deadline of eight days.
The travel organiser is obliged to make a written decision regarding the complaint within 14 days after the receipt of complaint at the selling place. The travel organiser can postpone the term for making the decision by another 14 days at the most on account of collecting information and checking the statements in the complaint with the service provider. The travel organiser shall resolve only such complaints the cause of which could not have been eliminated at the place of stay.
Until the travel organiser makes a decision, the Client irrevocably waives the right of mediation by any other party, the arbitration of the Association of Croatian Travel Agencies, court institution or providing information to the media. While the solving of complaint lasts, at most 14, that is 28 days after the complaint is made, the Client will not use any other person, UHPA, or other institution, or giving information in the media. Also, during this period, the Client agrees not to sue.
The highest compensation regarding a complaint can be the amount of the objected part of the service, but cannot cover already used services or the complete amount for the accommodation used. That excludes the right of the Client to any compensation of non material or optimal damage. Kira Travel can not be considered responsible for weather conditions, sea temperature, or other similar situations or events that are unsatisfactory, and are not directly connected with quality of the reserved accommodation unit (bad weather, bad beach, public beach is far from the accommodation, traffic jams, crime or damage of property etc.).
Kira travel will not accept any complaints on arrangements with special discounts, including last minute offers, no name hotel, fortuna system and other special offers.
16. INSURANCE IN CASE OF PAYMENT INABILITY OR INSOLVENCY OF THE TRAVEL ORGANISER
In accordance with the Law, in case of payment inability or insolvency of Kira travel, the Clients caught by that while travelling as well as people who paid in advance for the travel, should contact the Kira Travel's insurance company -Croatia osiguranje d.d. – Liability insurance policy number: 243910-86/12.
17. PERSONAL DATA PROTECTION
The information gathered through the reservation are considered personal data and is protected by prescribed applicable Croatian regulations. By confirming the reservation Client confirm that all the information provided are true and correct and that he/she is familiar with the purpose of their collection and processing.
All these information are strictly guarded and are available only to the employees who need those information for completing the job. All our employees and business partners are responsible to follow the principles of confidentiality protection.
The personal information will be kept in a database in accordance with the Management's decision on the method used for collecting, processing and securing personal information.
18. TRIPS ORGANIZED BY OTHER ORGANIZERS / TOUR OPERATOR
For all travel arrangements where Kira Travel is the principal organizer, these General terms and conditions apply. In the event where Kira Travel is a mediator and not the principal tour organizer general terms and conditions of the responsabile organizer shall apply. With the execution of the contract, the Client accepts the program and the travel conditions in their entirety.
19. FINAL PROVISIONS
These General terms and conditions are an integral part of the contract between the Client and the Kira Travel. Possible deviations from these General terms and conditions must be stipulated by the text of the programme or the contract. By signing the contract or by paying any part of the price or the entire package price, the Client fully accepts the program and all the conditions of the travel.
These Terms & Conditions of Travel exclude all current travel conditions and directions; are issued on May 15, 2018., in accordance to EU Directive 2015/2302 of the European Parliament and of the European Council of 25 November 2015 on package travel and related arrangements, which is in effect since 1 July 2018, ie. the 2018 Tourism Services Act of Republic of Croatia.
For all cases that are not expressly defined by the terms of this organization, provision goes according to the law on obligations.
This website has been designed for use within the Republic of Croatia. By accessing this website you are agreeing that the Courts of Croatia will deal with any disputes which may arise between you and us, and that Croatian law shall be the applicable law.
Surveillance of the agency's operations is carried out by the Tourism Inspectorate of the Ministry of Tourism
Ministarstvo turizma – Samostalni sektor turističke inspekcije, Trg Republike Hrvatske 8/1, 10000 Zagreb.
Kira Travel d.o.o. appoints Suzana Đapić as a Business Manager authorized for management and supervision of activities, operational and administrative procedures, as well as the supervision of quality and safety of the operations, including the supplier's services and their performance. She represents the Company and the organizational unit.
Kira Travel d.o.o., O. Jordana Viculina 21, 21215 Kaštel Lukšić – Hrvatska, OIB: 55057549067, ID code: HR-AB-21-060277323.
EU Directive 2015/2302 of the European Parliament and Council of 25 November 2015 is available on the website and the Law on Provision of Tourism Services of Republic of Croatia from January 1, 2018, on the website
Tel: + 385 21 340 964
Fax: +385 21 340 969
Working hours: Monday – Friday from 8:00 – 16:00
Payment by bank transfer.
Client can do payment in local currency HRK or in EUR by bank transfer.
You are kindly requested not to begin any payment process before receiving an official confirmation of your reservation – Confirmation Letter from the agency and Proforma Invoice. Please always check all details and services which are included in your Confirmation letter.
Based on this confirmation you start the payment procedure.
When we receive full payment from your side, we will issue an official Receipt and your booking will be finalized.
STATEMENT OF PERSONAL DATA PROTECTION
Kira Travel undertakes to protect the personal data of the Customers by collecting only the basic information about the Customers/Clients, which are necessary to fulfill our obligations; it informs the Customers about the manner in which the collected data is used, regularly provides the Customers with the option of choosing the use of their data, including the possibility to choose whether they wish their name to be removed from the list used for marketing campaigns or not. All Customer information is strictly preserved and is available only to those employees who require them to perform their jobs. All employees and business partners of Kira Travel are responsible for observing the principle of privacy protection.
Every offer / confirmation Kira travel send for a certain reservation had a validity of a contract and it is valid without signature and seal of the bidder.
Kira Travel d.o.o., O. Jordana Viculina 21, 21215 Kaštel Lukšić – Hrvatska, OIB: 55057549067, ID code: HR-AB-21-060277323.