Travel Contract and General Conditions and Directives for Travel Arrangements
1. Subject Matter of the Contract
The subject matter of this Contract is the regulation of the mutual relations of the travel organizer – the travel agency Camelus d.o.o. (hereinafter Camelus) and the TRAVELER. This Travel Contract contains General Conditions and Directives for Travel Arrangements, i.e. it refers to the travel program that contains all necessary data. The Contract is considered binding upon downpayment of the travel arrangement. The traveler may register for a voyage in person, by telephone, Internet or other means of remote communication. When concluding a Contract, the traveler is obliged to provide personal data and all documentation necessary of the organization of the voyage. The traveler guarantees that Camelus has been provided with correct and valid data necessary for the undisturbed realization of the voyage and accepts all legal obligations deriving from this Contract and from legal regulations.
2. Reservations and payment
In order to confirm a reservation,upon registration the traveler pays 30% of the price of the travel arrangement (if the program does not state otherwise). The remaining cost of the arrangement is paid before departure. If the traveler does not execute his obligations, the reservation will be considered cancelled without the possibility of refunding any advanced payments.
The travel organizer may anticipate that a traveler executes payment on the spot of a specific service that will be utilized abroad in the currency of the country where he is to be situated. For services that are paid for on the spot, the traveler submits eventual disputes directly to the executor of the services.
Camelus can request for an increase of the agreed upon price a maximum of 21 days before the beginning of the trip if, after the contract was closed, there was a change in the currency rates or an increase of the costs of transport. This includes the costs of fuel or an increase of a fee for certain services which influences the price of the trip, where there was no way it could have been known of beforehand. In that case, the price of the arrangement will be increased reciprocally to the increase of the prices of the calculative elements on the base on which the price is formed. The passenger is obligated to accept the increase of the agreed upon price up to 10%. If there is an increase in the price which is greater than 10%, the passenger has the right to cancel the arrangement but is obligated to inform Camelus of this within 2 work days from the received notification. In case the arrangement is canceled, the traveler does not have the right for compensation. If the traveler does not deliver his cancellation to Camelus in written form within the stated time period, it will be assumed that he agrees with the price change.
4. Categorization and description of services
The offered hotels, pensions or any other facilities on Camelus's programs are described according to the official categorization of the respective countries at the moment of the program's issuance. May we point out that local categorization in individual countries differs greatly. Accommodation, food, comfort and other services are under surveillance by local and national tourist authorities, and accommodation and service standards are different and cannot be compared. Camelus shall not assume responsibility for any oral or written information that is not in accordance with the description of services and facilities in Camelus 's programs valid for stated voyages, which may have been supplied by Camelus 's employees or any other third person.
The accommodation arrangement in rooms or pensions is determined locally by the reception desk. If the traveler had not specifically arranged a room/pension with certain characteristics, he will accept any officially registered and available room/pension in each individual facility or destination described in the travel program. Accommodation is not possible before 18:00 on the day initiating the utilization of the services, and the same shall be vacated by 8:00 on the day completing the utilization of the services, if not differently stated in the travel program.
5. Travel documents, respecting regulations
A traveler that registers for a foreign voyage must possess valid travel documents. During registration or by the deadline stated in the program, the traveler shall provide Camelus with all essential data and documents necessary to obtain a visa for the country of travel. Camelus does not guarantee the obtainment of visas. If the traveler does not fulfill the stated obligations or the request for the obtainment of the visa is rejected, it shall be considered that the traveler has terminated the voyage.
The traveler shall respect customs, currency and other regulations. If the traveler cannot continue his journey due to lack of conformity to regulations, he solely bears all incurred costs and consequences of the same. If the traveler loses travel documents or finds the same stolen during the duration of the voyage, he is obliged to insure new documents at his own cost. The traveler is obliged to secure that he personally, his documents and luggage fulfill conditions prescribed by visa, boarder, customs, health and other regulations of the Republic of Croatia as well as of countries to which will be traveled. The traveler is obliged to comply with rules of conduct in catering and hotel facilities and to cooperate with the representative of the travel organization and service providers in good faith. In the event of non-compliance of the stated obligations, the traveler is responsible for the incurred damage, and Camelus assumes no responsibility for such damage. In such a case, the amount of damage shall be settled by the traveler to the owner of the facility (hotel, pension, etc.) at the reception desk.
During the signing of the contract, Camelus will inform the traveler of the information sources of the country in which the traveler is traveling including the opinion of the Ministry of Foreign Affairs of the Republic of Croatia. We recommend that each traveler informs themselves by visiting the website www.mvp.hr and examines the list of high- and moderate-risk countries according to the opinion of the MFA of Croatia.
For all travelers who are not citizens of Croatia and do not possess Croatian travel documentation, we recommend that before payment of the travel arrangement, the traveler should personally inquire about the country of travel and conditions that are necessary to fulfill for travel to that country, taking into account the differences in provisions that are valid for citizens of particular countries. Camelus may refer the traveler to an information source but do not in any way assume responsibility for consequences that may result for the traveler due to irreverence of such provisions.
Invalid travel documents, i.e. unapproved visas that as a consequence call for the termination of travel, in no regard constrain Camelus and conditions for the termination of travel shall be implemented. Camelus declines all responsibility for damages that may result due to irreverence of provisions of particular countries or those that may produce invalid travel documents.
6. Travel Insurance
Pursuant to the Law on Providing Services in Tourism, agency employees are obliged to offer the traveler a travel insurance “package” which is comprised of: voluntary health insurance during their stay abroad, accident insurance, luggage insurance and travel termination insurance. By signing the contract, the traveler confirms that a travel insurance package has been offered. In the event that the traveler requests the mentioned insurance, it may be directly concluded with any insurance provider or with Camelus, where Camelus acts only as an intermediary.
By signing the contract it shall be considered that travelers have been offered and recommended the insurance stated in the previous paragraph.
7. Travel termination insurance
If during travel registration, the traveler foresees that he may terminate his voyage due to specific situations, we recommend the payment of a policy of travel termination insurance. Termination insurance cannot be paid retrospectively, only during the process of travel registration.
Termination insurance shall be applied in the following situations only, with the obligatory written confirmation: military draft, illness, death of an immediate family member. If the traveler does not possess a travel termination policy and must terminate his voyage and has a confirmation of military draft, illness or death, Camelus reserves the right of disbursement in accordance with regulations stated in Article 8 of this Contract. Upon termination of a travel arrangement, the expenses of visa obtainment are not disbursed even if the traveler has a termination insurance policy. With the payment of a termination insurance policy, the traveler transmits all his claims onto the insurance provider of the termination insurance policy in possession, and Camelus shall be obliged to insure all necessary documentation for the traveler for actualizing the claims of the traveler toward the insurance provider, and which pertains to the travel arrangement. All termination conditions are stated in the insurance policy and we recommend that each traveler read them carefully.
8. Iteration of travel by Camelus or change of travel program
If Camelus significantly changes the program, accommodations or costs before the beginning of the voyage, they are obliged to immediately inform the traveler thereof in written form. The traveler may either accept or refuse the amended program within 2 business days of receipt of Camelus's notification. In the event of refusal or a failure to respond to the offer, Camelus shall be obliged to refund the paid expenses to the traveler within 7 business days. In the event of acceptance, the substitute travel arrangement that Camelus had offered shall be considered the new travel contract, where the traveler resigns the right to all claims towards Camelus from any legal basis that derived from the initial contract.
If Camelus had not offered the greater part of the contracted services or if they estimate that they will not be in the situation to insure the implementation of the greater part of the contracted services after the commencement of the voyage, Camelus may on their burden, with the compliance the traveler, execute changes in the program for the continuation of the voyage and as necessary compensate the traveler for the price difference between the contacted and actual services offered. With written consent of the traveler, Camelus may substitute the unexecuted portion of services with another service, where the traveler resigns the right to seek claims from Camelus for such a mutually contracted and amended portion of the voyage in regards to the concluded travel contract.
If CamelusS was not able to amend the travel program in an adequate manner or if a traveler does not accept the changes due to justified reasons, Camelus will enable the return of the traveler to the departure point or to another location at their own cost, it the traveler agrees with such, and reimburse any eventual damage the traveler sustained in doing so. Damage is paid as the portion of the costs of the unused portion of the contracted program, which is based on the complaint of the traveler. Camelus will resolve the complaint in the manner as stated in point 10 of this contract. The largest amount of compensation may be the cost of the contracted travel arrangement.
Camelus is authorized to completely or partially terminate the contract by a unilateral statement, without the obligation of damage compensation to the traveler, in the event of external uncommon and unpredictable circumstances that could not have been prevented, avoided or eliminated, and if they were to exist at the time of concluding the contract for organizing the voyage, would have been a justified reason for Camelus to not conclude the contract. In such a case, the traveler has the right to reimbursement of the paid amount in its entirety i.e. the difference in the cost between the contracted and offered services.
Camelus reserves the right to cancel voyages, no later than 5 days before the beginning of the voyage, if the voyage was cancelled by the travel organizer for which Camelus was an intermediary for the sales of the mentioned travel arrangement or if the minimum number of travelers necessary for the realization of a travel arrangement stated on each individual travel program did not register for a specific voyage or for any other justified reason.
Camelus reserves the right to change the date or hour of travel due to changes in flight schedules or due to the occurrence of unforeseeable circumstances, as well as the right to change the direction of travel if the conditions of travel change (natural disasters or other situations where Camelus has no influence), without damage compensation, and in accordance with valid regulations in domestic and international traffic
Camelus shall not be held responsible for changes due to unforeseeable circumstances and force majeure during the voyage. In that case, services in respect to the given situation can be insured. Camelus shall not be held liable for eventual printing errors of programs in the context of brochures/catalogs as well as for erroneous inputs of data by the operator of Camelus’s websites.
9. Resolution of complaints
The traveler has the right to submit a complaint due to the unfulfilled agreed upon service. The traveler is obligated to issue a written complaint to Camelus within 8 days after the finalization of the trip. Complaints issued after the deadline of 8 days will not be taken into consideration. We emphasize that it is in the best interest of the traveler to perform in good will and to show good will in solving the complaint during the trip and to submit his written complaint to the service provider on the spot (front desk, transport operator, caterer or travel agency in the destination) and to seek a written confirmation from the service provider that they received the complaint. Every traveler – contract carrier, issues a complaint individually.
Camelus will not take group complaints into consideration. Camelus is obligated to issue a written solution for the complaint within 15 days after receiving the complaint and this is to be done in the way the complaint was received (e-mail, mail or personal deliver where it will be responded to through a written package with a return receipt). Camelus will solve only those complaints where the traveler submits evidence that he has submitted a complaint to the service provider on the spot and that the cause could not be removed on the spot. If through the fault of Camelus the program or a part of the service was unfulfilled, the traveler has the right to compensation to the height of the real value of the unused service and this cannot include already used services as well as the entire amount of the arrangement. In case of last minute contracts OR contracts where the TRAVELLER finds outthe accomodation title upon arrival at the destinaton (promotions like fortune, roulette, no name, ace, jocker...) the TRAVELLER will accept all inherent risks. Such journeys involve unpredictable conditions (Force Majeure) which Camelus cannot control in any way. What is more, the traveller has opted for this kind of arrangement due to special price, therefore any responsibility for claims arising from this arrangement will be waived by Camelus.
In case of disputes related to online sales and service contracts, a consumer can file a complaint or submit his dispute through an interactive platform created to resolving disputes online, accessible via the following link: http://ec.europa.eu/consumers/odr/
Until Camelus delivers a decision, the traveler shall abandon mediation of any other person, court establishments or providing information to the media.
10. Health regulations
The traveler is obliged to notify Camelus of all facts in regards to his health, habits, etc. that may jeopardize the progress of the voyage (if due to health or other reasons, a specific type of food is necessary, if chronically ill, if allergies are present, etc.). In some programs, special travel rules are stated, which include mandatory vaccinations and the acquisition of pertinent documentation. The traveler shall be obliged to execute mandatory vaccinations as well as be in possession of confirmation and documents thereof. We recommend obtaining a health insurance policy.
The transport of luggage is free of charge. We cannot transport RIGID motorbike cases (expecially the metal ones!) but only the soft luggages. We are NOT responsabile for theft of lost of the luggage! n the event of the loss of luggage inside the hotel, the traveler sends a claim to the hotel where the luggage was lost. We strongly recommend obtaining a luggage insurance policy.
12. Liability insurance
In accordance with the Act on the Provision of Tourism Services, KOMPAS has concluded with the insurance company Allianz Zagreb d.d. (joint stock company), a Liability Insurance Contract for damages caused to a passenger by failure to meet obligations or by partially or inconsistently meeting obligations, number 1500-172604886 . The employees of the agency shall inform the PASSENGER of the content of the valid Liability Insurance Contract for damages caused to the PASSENGER by failure to meet obligations or by partially or inconsistently meeting obligations in relation to the package holiday, and by signing the Travel Contract the Passenger shall confirm to have been informed of the content of the stated Insurance Contract.
13. Protection of personal data
The traveler voluntarily renders personal data. Personal data of the traveler are necessary in the realization process of contracted travel arrangements and shall be used for further communication. Camelus obliges that personal data of the traveler will not leave the country except for the purpose of realizing contracted travel arrangements. An exception to providing personal data to third persons applies to concluding a travel insurance policy, i.e. if the traveler concludes an insurance policy, his data will then be forwarded to an insurance provider. The traveler's personal data will be stored in a database, in accordance with the Decision of the Board of Directors concerning methods of collection, processing and protecting personal data. The traveler agrees that his personal information can be used for the purpose of realizing the agreed upon arrangement and for the marketing events of Camelus.
14. Final provisions
These conditions and directives for travel exclude all current conditions and directives for travel. General conditions and directives for travel are an integral part of the contract concluded between the traveler and Camelus or an authorized tourist agency where the traveler registered for a voyage organized by Camelus. The parties agree that all eventual disputable situations shall be settled by agreement. In the contrary, in the event of a dispute the legally amenable court is the Court of Buje, where Croatian legislation shall be used.
Camelus d.o.o., A. Babic 6, 52460 Buje, Croatia.