Terms and conditions of reservations

1. Introductory note
Company Orgon d.o.o., with office in Mišina 20, 21 000 Split, Croatia, MB 2304104, OIB: 68770511301 and Travel Agency Orgon d.o.o., with office in Ćirila i Metoda 9, 21000 Split, Croatia, ID: HR - AB - 21-060238294 (hereinafter: Agency), guarantee the authenticity of the displayed visual and written data related to the accommodation unit characteristics in their offer available at www.croatia-exclusive.com and www.orgon.hr, as well as for the authenticity of the conditions under which they are offered.

Agency provides services according to the published data, valid in the period when reservation confirmation occured, except in cases of force majeure, illness or death of the host or his close family members; extraordinary circumstances which can not be predicted or eliminated, such as: natural disasters (earthquakes, floods, fires, droughts, etc), wars, strikes, terrorist acts and restrictions issued by the state (mobilization, ban on leaving the country etc).

By making reservation for one or more accommodation units or services from Agency's program Guest enters a legal relationship with the Agency, and confirms that he/she accepts the General Terms And Conditions (hereinafter: Terms and Conditions). These Terms and Conditions are the basis for resolving any possible disputes between Guest and Agency. Guest is advised to read Terms and Conditions carefully prior to any advance payment of deposit amount or full service amount.


2. Inquire
Making an inquire is done simply through the reservation form available on the Agency's website or directly at the Agency or in the offices of our partner agencies appointed to sell the services of the Agency.

During the application process Guest has to provide all the necessary information required in the reservation form when filling in the online application, i.e. Guest has to submit all the required information if he/she is making a reservation directly at the Agency's office personally or at any other partner agency appointed to sell the services of the Agency.

If you are unable to find accommodation unit that best suits your needs, feel free to contact the staff of the Agency for assistance. Inquires are made by e-mail (orgon.travel.agency@gmail.com). Each request must contain specific information on which basis the Agency will create an offer (reservation period, the date flexibility, the number of people (children and adults), their age and preferred location, price limit, the maximum distance from the sea as well as all other evetual special requirements).

Guest can also contact Agency by phone and the Agency staff will provide him/her with all necessary assistance and information, but the final request must be sent by e-mail.


3. Privacy policy
Guests share their personal information voluntarily. Personal information is necessary for the realization of the reservation and it will be used for further internal communication among Guest and Agency. The Agency will not share the Guest's personal information with a third party, except for the purpose of realization of the reservation. The Guest allows the Agency to use his/her personal information for the marketing purposes promoted by the Agency.


4. Offers, terms of reservation and payment conditions
Inquires and accommodation reservations can be made via e-mail, in writing or in person at the Agency, as well as at partner agencies appointed to sell the services of the Agency.

Following the Guest's requests the Agency in the form of offer sents all reservation details via e-mail.

By confirming the reservation, the Guest confirms that he/she fully understands and accepts the Terms and Conditions that are binding for the Guest and the Agency.

To confirm a reservation Guest has to make a deposit payment of 30 - 50% of the total booking amount depending on the accommodation unit. The deposit amount for requeste accommodation unit is indicated in the offer that Agency sends via e-mail to the guest.

For reservation payements made within Croatian territory the deposit amount is paid in Croatian currency according to the middle exchange rate of HNB (Croatian National Bank) on the following bank account:
Company: Orgon d.o.o.
Company Address: Mišina 20, 21 000 Split
Account: 2340009-1110306072
Bank: PRIVREDNA BANKA ZAGREB D.D.
Bank Address: 10 000 ZAGREB, Račkoga 6, Croatia

Exchange rate is based on the middle rate of the Croatian National Bank valid on the date of payment.

For reservation payements from abroad, the deposit amount is paid in euros on the following bank account:
Company: Orgon d.o.o.
Address of company: Mišina 20, 21 000 Split
IBAN: HR27 2340 0091 1103 0607 2
SWIFT CODE: PBZGHR2X
Bank: PRIVREDNA BANKA ZAGREB D.D
Address of Bank: 10 000 ZAGREB, Račkoga 6, Croatia

All banking expenses, as well as any other additional costs concerning the payement procedure are Guests's obligation.

To confirm reservation, Guest has to pay the deposit amount on the Agency's account within duration of the provisional booking option (2-5 days depending on time of season / indicated in the offer). After paying the deposit Guest is required to send to the Agency a copy of payment via fax 00 385 21 271 177. Agency will receive the payement within 2-3 working days. After receiving a payment Agency has to inform the Guest within 24 hours and send him/her a voucher with all the information cocernig the reservation.

The rest of total amount Guest is required to pay according to Terms and Conditions for each accommodation unit which will be indicated in the Agency's offer for each unit. Modalities of payement are as follows:

- The rest of the total amount is paid upon arrival in reserved accommodation unit

Guests who wish to pay the rest of the total amount upon their arrival in accommodation unit have to pay the rest of the amount in cash immediately upon their arrival to service provider, service provider representative or to the Agency's representative. If Guest refuses to pay the agreed amount upon his/her arrival service provider is not required to accept him/her or assign to Guest accommodation unit for use.

If Guest upon his/her arrival wishes to make and pay shorter stay than agreed in reservaton service provider is not obligated to accept this. If the service provider refuses to accept guest's reduction in the number of nights and the guest refuses to pay the total cost for all nights indicated in the reservation service provider is not obliged to accept guest. Guest must immediately leave the facility without the right to a refund of the paid deposit.

- The rest of the total amount guest pays within the defined period for payment stated in the Agency's offer

For certin accommodation units the total amount to the full price has to be paid prior the Guet's arrival i.e. prior the starting date of reservation. The Agency always indicates this cases within its offer. Standart payement procedure in this cases is that the rest of the total amount is payed 30 or 90 days prior the Guest's arrival. The period basiclly depends on individual accommodation unit and service provider's reservation policies (which will be indicated in the Agency's offer sent to the guest by e-mail).

- The rest of the total amount is paid on the same account used for the deposit payement (listed above)

After making the second payment (the rest of the total maount) Guest is required to send a copy of payment receipt via fax 00 385 21 271 177. Agency will receive the payement within 2-3 working days. After receiving payment Agency will inform the Guest within 24 hours and send him/her a new voucher containing the information on the full payement of the reservation.

For reservations where the deposit payement was made but the payment of the rest of the amount wasn't paid within agreed deadlines the Agency has the right to cancel the guest's reservation. The deposit amount Agency uses for a compensation of service provider and the costs of the Agency.

In case that the number of people who come to the accommodation unit exceeds the number of people indicated on the voucher, the service provider has the right to refuse to provide the service to unannounced guests or to accommodate all guests and immediately charge the services to unannounced guests.

Note for credit card payement
We accept following credit cards: VISA, MasterCard and American Credit Card.

To make a credit card payement Guest is obligated to provide the following information via fax 00385 21 271 177:

Following the Guest's request to pay the reservation with a credit card the Agency will send a form that credit card holder has to fill in, complete and sign.

A credit card is charged the amount expressed in Croatian currency according to middle exchange rate of the Croatian National Bank valid on the day the payment occured. Differences and fluctuations between the exchange courses of Croatian National Bank and the Guest's credit card company are possible. When making payment via credit card Guest is obliged to pay banking expensses in the following amounts: VISA (4% of the authorized amount), MasterCard (4% of the authorized amount) and American Credit Card (5% of the authorized amount).

If credit card details are used as guarantee for reservations while proceeding with confirmation of the reservation the deposit amonut won't be cahrged of the credit card but the Guest will pay a total cost of reservation upon his arrival in the accommodation unit. In case of no show and no cancellation within cancellation deadlines the credit card will be charged 30-50% of the total amount for damages caused by non arrival and non cancellation of the reserved accommodation unit. The compensation amount in the event of no show the Agency has to specify in the offer and reservation confirmation voucher-that sends to Guest's via e-mail.


5. Reservation Confirmation
Agency is obliged to state the all relevant reservation information in the voucher (valid travel document) and to send them to Guests via e-mail as a confirmation. The voucher contains all the information on the number of guests, guest names and surnames, the address of the accommodation unit, contact person who will meet the guests, all reserved services in terms of specific information about the reservation, the amount of the paid deposit payement and the amount that Guest has to pay upon arrival. Voucher with the logo of the Agency sent via e-mail equals the document without the signature and seal since it is the product of electronic communication.


6. Tourist tax
According to the Croatian Law on the Tourist Tax, Guest has to pay the tourist tax same as the accommodation service.

According to the Croatian Law on the Tourist Tax the price of tourist tax ranges from 2,00 to 7,00 kuna per adult person per day depending on the destination and the time of booking. Teenagers age12-18 years (not including the people who are already 18 years old) are entitled to a 50% discount, while children younger than 12 years are escluded from paying.

Tourist tax may be included in the price or paid separately, which is specify in the offer. Information on the Tourist Tax is clearly stated in the reservation voucher.


7. Details and price of the reservation
Prices published on the Agency website are different for each accommodation unit, and are displayed for each accommodation unit or are available on request because they depend on the length of the reservation, the number of guests and the occupancy of accommodation unit. The prices of accommodation units are expressed in Euros. The equivalent value of the paid services will be stated in Kuna on the invoice as well. The advertised prices for hotel accommodation and lighthouse accommodation include only those services stated in the chosen accommodation unit offer. The advertised prices for the private accommodation include: daily rental of the accommodation, bed linen, equipped kitchen with dishes and cutlery (except when the accommodation unit booked is a room without the use of kitchen) and gas, water and electricity expenses (except for 'Robinson Crusoe style' type of accommodation).

Additional services are services that are provided in the accommodation facility but are not included in the rental price (such as food service, use of the washing machine, boat rentals, etc.). Guest pays for them additionally and only if he/she uses those services. If the Agency is in the possession of the service price list it will be advertised on the Agency website. If the Agency is not in the possession of service prices, the prices are then agreed on directly with the service provider. Most of the additional services must be paid directly to the service provider, but some can be paid upon booking confirmation.

While most services are optional, there are some mandatory services (e.g. final cleaning of the accommodation, guest registration, in some cases special transportation to the accommodation facility etc.).

The availability of the accommodation may depend on additional services (such as keeping pets, the use of additional beds, etc.), and since the additional services may not always be available (e.g. boat rental, the use of the Internet, etc.), the Guest is obliged to report preferred additional services when making the reservation.

In some cases Guest will have to pay a cash deposit directly to the service provider on the arrival at the accommodation unit. This deposit is a guarantee for the service provider that the Guest will not cause any damage to the accommodation unit or its contents. On the day of departure the entire deposit amount will be refunded to the Guest when the service provider agrees there has been no damage caused to the accommodation unit. Deposit for damage is indicated on the website of the Agency for each accommodation unit. On the day of arrival Guest leaves the deposit for damage to service provider, service provider representative or representative of the Agency. Guest will be refunded deposit damage amount on the day of his departure or the authorization of his credit card will be canceled, but only after the provider of services previously determined that the Guets lefted the rented accommodation unit in the state in which it was taken.

The Guest will be informed about all the mandatory payments, the exact prices for the compulsory services and possible cash deposits, as well as the payment methods, upon receiving the pre-invoice.

The Agency reserves the right to change the prices on its website in case that the service provider changes the prices of the accommodation and/or of the additional services. If the price of a certain accommodation unit changes after the Guest has applied for it and before the deposit payment, the Agency is under obligation to inform the Guets of the change and send the Guest another calculation upon the approval.

In case that the price changes after the deposit payment has been made, the Agency guarantees that the rest of the amount will be paid according to the calculation based on the initial price of the accommodation unit. If the Agency or the service provider reduces the price of the accommodation after the Guets confirmed the reservation, the Guets is not entitled to a new, lower price.

The contracting parties agree that the Agency reserves the right to increase the prices before the beginning of the accommodation service in case that the currency exchange rate has increased more than 5 %, or in case of the price increase of other expenses affecting the total price of the service, of which the Agency did not know and could not have known. The Guets reserves the right to cancel the reservation if the increase of the agreed price is more than 10 %. In this case the Guets can claim a refund of the amount paid until that point but is not entitled to any additional compensation. The refund will be paid to the Guets's bank account, the bank charges being borne by the agency.

All the prices listed on the Agency's website refer to the stay in the accommodation unit longer than four nights. For a stay of 4 days or less the amount increases in % of advertised price:
 

8. Categorization and description of services
The offered accommodation units are classified according to the official categorization of the local tourist board at the time of the work permit issuance and based on the actual state of the advertised unit. The standards of accommodation, food, and other services of different places and countries vary and are not suitable for comparison. The information the Guest receives at the accommodation providing place does not put the Agency under obligation more than the information published on the Agency website www.croatia-exclusive.com or www.orgon.hr or in catalog or in other printed materials of the Agency.

Note on data display
Information about accommodation units that are listed on www.croatia-exclusive.com www.orgon.hr may contain incidental, grammatical or typographical errors. Changes, additions and corrections of the information are done continuously, and the Agency is not responsible for any direct, indirect, punitive, background, special or any other possible damages arising as the result of any data use from www.croatia-exclusive.com or www.orgon.hr .

Special remarks
1. Services and activities
a. Some of the services and activities within the unit and additional facilities in the vicinity of the units can take place only in a certain part of the year (eg night clubs are open only during summer season) to which the Agency has no effect.

2. Numerical values
b. All numeric values (area, distance ,...) are given with a tolerance of + / - 20%
c. Data on the distance measurement refer to airdistance, unless otherwise indicated in the displayed data

3. Type marks
d. Studio - includes one room for sleeping, living, dining and cooking
e. A x + y - "x" denotes the number of fixed beds, a "y" number of extra beds.

- Fixed beds stand for basic beds in the bedrooms, extra beds refers to the sum of additional beds in the bedrooms and in all other rooms

4. Service (or equipment) notes
f. On request
The above service is always available but it has to be required when making the inquiry (eg, freezer, hair dryer, ...)
g. The verification
The above service due to its specificity has to be required when making the inquiry, and its availability will be reported in the respond to Guest's query (eg cot)
h. Shared Services
The service exists and can be implemented previous agreement with other Guests of the same object (eg washing machine)
i. negotiable
Services and conditions Guest arranges directly with the service provider upon his/her arrival in accommodation unit (eg a computer with Internet access)


9. Agency's Obligations
The Agency is responsible for the execution of services and selection of the service providers. The Agency must also concern over the rights and interests of the client in accordance with the good practice in tourism. The Agency will meet all of the above listed and described liabilities, except in extraordinary circumstances that Agency has no effect on (see Introductory note).


10. Guest's Obligations
Guest is obliged to:

In cases of non-compliance with these obligations, the Guest shall bear the costs and be liable for eventual damages. By confirming the reservation, the Guest agrees that if he/ she should inflict any damage, he/she will pay for the caused damage to the service provider on the spot.


11. Guets's right to change and cancellation
a. In case that the Guets wants to change or cancel the reservation, he/she must do so in writing (via e-mail or fax). The changes may include: the number of people or the names of the guests or the date of the beginning or the end of the service at least 60 days before arrival. The first change if possible is done without additional charge. Each subsuqent change will be charged the amount of EUR 15 per change. In case that the change of reservation is not possible, and if the Guest gives up the reservation for it, following terms apply.

b. The date the written cancellation notification was received by the Agency represents the basis for the calculation of cancellation charges. In case the written cancellation was received outside business hours, the date of cancellation is the next working day:
• If Guest cancels a reservation within the cancellation period Gest will receive the entire deposit amount paid minus the cost of the Agency provisin (15% of the deposit). The cancelation period is different for every individual unit and it is stated in the offer that Agency sends to the Guest via e-mail. Most often cancellation deadline is 90 days prior the starting date of reservation.
• If Guest cancels the reservation outside the cancellation period he/she won't be refunded the dposit money but the same one will be used to cover the costs of the cancellation. The cancelation period is different for every individual unit and it is stated in the offer that Agency sends to the Guest via e-mail. Most often cancellation deadline is 90 days prior the starting date of reservation.

If Guest has to cancel a reservation within 7 days before arrival, the Agency offers him/her the possibility to find a new Guest for the same reservation if possible (this depends on the service provider). In this case, the Agency will only charge the costs for changing the reservation i.e. the Guess. The new Guest acceptcs all the obligations under these Terms and Conditions.

If Guest does not check in until midnight on the starting date of reservation, and does not inform the Agency or the service provider, the reservation will be canceled and the cancellation costs will be calculated as described above. If actual costs exceed the above listed costs, the Agency reserves the right to charge actual costs.

If the Guest is unable to check in in accommodation unit on agreed day while he/she informed the Agency and / or service provider about it, based on agreement the accommodation unit according to the is kept for Guest.
The Agency does not reimburse the Guest for the cost of passports or visas, related to the Guest's cancellation of the reservation.


12. Cancellation Insurance
If Guest while makng reservation predicts that for some reason would have to cancel the trip, the Agency recommends purchasing the cancellation insurance. Insurance premiums calculations are based upon the reservation value, and are calculated according the price list of the insurance company (for leased accommodation is obtained by dividing the cost of renting with the number of people in the apartment). Cancellation insurance is valid only in the following cases, and with the apposit written documentation:

If the Guest doesn't have cancellation insurance, but has to cancel the trip due to one of these situations (written evidence) the Agency deals with the payement according the rules stated in the Terms and Conditions. Cancellation insurance doesn't cover the expenses of obtaining visas or travel documents in the case of cancellation. Purchasing the cancellation insurance policy Guets transfers all claims to the insurance company whose insurance policy he/she purchased, and the Agency is obligated to provide the Guest with all the documentation necessary for the exercise of claims for compensation from the insurance company, that refer to the reservation. All other insurance terms and conditions are in the insurance policy and every guest is advised to read them carefully.


13. Travel insurance
Price of the reservation does not include purchasing of "package" travel insurance: insurance against accidents and illness while on travel, insurance against damage or loss of luggage and health insurance. By confirming the reservation, the Guest choses payment model, and by completing the booking confirmation he confirms acceptance of these Terms and Conditions. In case Guest requires additional insurance, it can be arranged directly with an insurance company.
We recommend that you read the insurance terms before purchasing.


14. Luggage
Luggage transport by air is free for certain laguage weight defined by the airline. Exceeding luggage is additionaly charged according to the airline pricelist. Children, regardless of age, are not entitled to free transport of luggage by air transport. When traveling by bus Guests can take 2 pieces of personal luggage. Passengers are obliged to take care of their belongings while in the bus as well as while outside the bus. Otherwise, the passengers are responsible for the stolen, lost or damaged property left unattended on board of the bus.

Agency is not responsible for damaged, destroyed or lost luggage, stolen luggage or valuables in the accommodation unit (rent a safety deposit box if available, or pay insurance that includes lost or stolen luggage problems). Lost or stolen luggage should be reported to the host and the local police station.


15. Agency's right to make changes and cancellations
The Agency reserves the right to change the reservation if occur the circumstances that can not be predicted, avoided or rectified (Terms and Conditions). Booked accommodation can only be changed with prior notification of Guest and with accommodation of the same or higher category and at the price at which the Guest confirmed reservation. If the alternative accommodation is available only in the facility of higher quality and the price is 15% more in comparison to already paid price, the Agency reserves the right to charge the price difference upon consulting the customer.

In cases where alternative accommodation is not an option, the Agency reserves the right to cancel the reservation upon prior customer notification at least 7 days before arrival, and with a full refund of the paid amount. In case of cancellation of reservation made by the Agency, Guest is not entitled to compensation from the Agency, the Agency is only obligated to refund the amount paid to the Agency. If it is not possible to offer suitable replacement on the starting date of the reservation, the Agency will provide Guest with all information on available accommodation outside the Agency's offer and will make sure to refund the full amount paid for the reservation.


16. Complaints
If Guest has a complaint on the contracted services he/she is required to inform personally and immediately the service provider or the service provider representative or Agency representative and to inform the Agency in writing. All potential problems in the unit will be removed as soon as possible and no later than 24 hours. For all eventual but resolved problems, Guest has no right to complaint, neither the Agency nor service provider can be subjected to claim.

If the provided services are not satisfactory, the Guest may claim compensation by filing a written complaint. Every customer has a right to complain for the paid but unrealised service. Every customer - reservation holder, files a separate complaint.

The Guest is required upon his/her arrival at the service provider's location ( receptionist, service provider, etc.) to communicate the inadequate service and notify the Agency's office in Split, Croatia e-mail at orgon.travel.agency @ gmail.com or by phone at +385 91 171 41 09 or +385 (0) 21 271 176

Guest is required to cooperate with the service provider and the Agency in good faith to resolve the problem. If the Guest at the spot accepts the solution of the problem that corresponds to paid service, the Agency is not obligated to accept any further complaints.

If problem is not resolved after the intervention, at least 6 days after the last day of reservation, the Guest must send a written complaint with supporting documents and photographs that prove the reasons for the objection via e-mail at orgon.travel.agency @ gmail.com or by standard mail to Orgon doo. Mišina 20, 21 000 Split, Croatia. The Agency will take into consideration only properly filed complaints received within 6 days after the end of reservation.

During the decision making priod, at most 28 or 36 days after sending the complaint, the Guest irrevocably renounces the mediation of any other party, arbitration UHPA or other institutions, as well as providing information to the media. Also during this period, the Guest agrees he/she are giving up the right to sue the Agency or the service provider. The maximum amount of compensation can amount the price of the inadequate service, and can not include services already provided or the total amount of the reservation. This excludes the right for ideal damage.

Agency can not be held responsible for the weather conditions, sea temperature in destinations, and all other similar situations and events that can cause dissatisfaction of the guest, and are not directly related to the quality of the accommodation units (eg, lack of snow, bad weather, bad maintained slopes or the beach, crowds,etc.).

If Guest made a reservation as a "last minute booking" (making a reservation at the last moment), then he accepts all risks of such travel. These reservations include the uncertainty of the facts on which the Agency can not affect and Guest made this reservation primarily because its convinient price and therfor Guest has no right to complains about the reservation.

Note
By confirming the reservation and paying the deposit or the total amount Guest accepts the above listed Terms and Conditions.
These Terms and Conditions esclude all previous terms and conditions on travel.


17. Discounts
In the case of simultaneous offers, discounts can not be combined. Discounts do not apply to "last minute" offers.


18. Court Jurisdiction
Guest and Agency will attempt to settle any dispute agreeably. If the parties cannot agree to settle the dispute, they accept the jurisdiction of the Split court in the dispute settlement. Everything not specified in these General terms and conditions, is subject to the laws and jurisdiction of the Republic of Croatia.