1. The Offer
Val Tours travel agency, Trg hrvatskih velikana 01, 23 210 Biograd na moru (further on referred to as the agency), provides accommodation services and travel programs in accordance with these General Terms and Conditions, and with the period and details of the confirmed reservation, and the information published on the website www.val-tours.hr (further on referred to as the website).
The agency is not liable for circumstances caused by conditions beyond its control, including wars, riots, strikes, acts of terrorism, natural disasters, sanitary disruptions, restrictions by local authorities, death or illness of service provider and such.)
The agency can not be held liable if the customer does not ask for details that are important to him, and which are not listed in the description, or for all the details that are not clear to the customer or for which the customer feels, that the description is not entirely clear, whether these descriptions are given on the website or in the individual offer given to the particular customer.
The agency can not be held responsible for the descriptions on the websites not owned by the Agency, and / or websites which maintenance is not performed by the agency.
2. Booking and Payment
Inquiries and booking of accommodation and/or travel programs can be done electronically, online through the website, by mail, fax or in person at the office of the agency. After the receipt of the inquiry, the agency will check the availability of the required service and confirm the required service to the client, or offer alternative possibilities. If the client is agreeing with the offer, a final confirmation from the client is required. During the reservation process, the client is obliged to correctly supply the agency with all the information which is necessary and required for the reservation process. With the final confirmation of the booking, the client also confirms that they are familiar with the General Terms and Conditions, and that they accept them in their entirety. Thus, everything stated in the General Terms and Conditions becomes legally binding both for the client and the agency. After the final confirmation has arrived, the agency sends to the client the proforma invoice for the advanced payment with all the necessary details for the bank transfer. After the deposit payment had arrived to the bank account of the agency, the agency sends to the client a confirmation of the receipt.
For the booking of the accommodation, the advanced payment of 50% of the total price is required, by bank transfer with shared banking costs (Val Tours bears only the costs of Croatian banks), while the balance has to be transferred at least 30 days prior to the arrival date (unless otherwise negotiated). The client can, as well, transfer the total amount right upon the receipt of the proforma invoice. The agency can make an exception to this rule in case of a "last minute" booking.
For the booking of a travel program, the advanced payment of 100% of the total price is required, by bank transfer with shared banking costs (Val Tours bears only the costs of Croatian banks). The agency can make an exception to this rule in case of a "last minute" booking.
The payment can take place in the following manners:
- cash payment in the office of the agency Val Tours, Trg hrvatskih velikana 01, 23 210 Biograd na moru
- by bank transfer to the bank account of the agency - all the necessary details to perform the bank transfer are delivered to the client on the proforma invoice for the advanced payment.
- online payment with credit card: American Express®, MasterCard® and Maestro®
If a customer decides to pay online using a credit card, the agency will provide the customer with a link using which the customer may perform the payment online over secure pages (SSL protection). For this purpose, the agency is using the services of the Monri WebPay Payment Gateway.
NOTES FOR CREDIT CARD PAYMENTS:
Credit card purchase security statement
Confidentiality of your information is protected and secured by using SSL encryption. Pages for web payment are secured by using Secure Socket Layer (SSL) protocol with 128-bit data encryption. SSL encryption is a data coding procedure for prevention of unauthorized access during data transfer. This enables a secure data transfer and prevents unauthorized data access during communication between user and Monri WebPay Payment Gateway and vice versa. Monri WebPay Payment Gateway and financial institutions exchange data by using their virtual private network (VPN) which is also protected from unauthorized access. Monri is PCI DSS Level 1 certified payment service provider. Credit card numbers are not stored by the agency and are not available to unauthorized personnel.
Personal data gathering and protection statement
We are committed to provide service of protection of our customer's personal data in a way that we collect only essential basic information about our customers that are necessary for fulfilling our obligations. Due to Val Tours terms and conditions we will not share them with a third party except for the purpose of carrying out services requested by the customer.
All user 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.
All payments will be effected in Croatian currency. The amount your credit card account will be charged for is obtained through the conversion of the price in Euro into Croatian kuna according to the current exchange rate of the Croatian National bank. When charging your credit card, the same amount is converted into your local currency according to the exchange rate of credit card associations. As a result of this conversion there is a possibility of a slight difference from the original price stated in our web site.
3. The Price of the Accommodation
The price of the service includes the basic service as described for the reserved accommodation unit and/or travel program on the website or in an individual offer. Special or extra services are those services which are not included in the base price of the accommodation (marked "on request" in the description of the accommodation unit or Price List/Rates or additional services that are available through prior notification and additional payment) and as such are to be paid by the customer along with the reservation amount or at the spot, as indicated in our offer. Special and extra services/requests must be requested or announced during the reservation process.
The average cost of electricity, water and gas is included in the price of the accommodation as are all the sheets and bedding items, final cleaning and other added services which are noted in the description of each accommodation unit. The customer is obligated to leave the premises clean and tidy before departure, regardless of the final cleaning charge set by the proprietor. Final cleaning includes washing and stacking of dishes, trash removal and sweeping all the rooms in the accommodation unit so that the accommodation unit is left neat and tidy. The customer should also bring the toilet paper (apart from when staying at a hotel).
The service rates are stated in Euros. The agency reserves the right to change the published rates. Customers who have paid the deposit for a certain reservation are guaranteed by the agency the accommodation rate listed on the calculation based on which the deposit payment was made. Should rate changes occur prior to the deposit being paid, the agency is obligated to inform the customer of these changes.
The rates listed in our offers and programs are formed according to agreement made with our contractors and do not necessarily match the rates stated on the spot at the accommodation unit in which the customer resides. Possible differences in rates cannot be subject to complaint.
Should the number of people arriving to the reserved accommodation unit exceed the number indicated when the reservation was confirmed by the agency, the service provider has the right to withhold service to unannounced travellers or accommodate all travellers provided that additional payment for the unannounced travellers is made on the spot. In this case, the agency does not acknowledge any complaints for quality or services provided at the booked accommodation.
All of the published prices are referring to stays longer than 3 nights. If the stay is equal or shorter than 3 nights, the price becomes 30% higher.
4. Categorization and Service Description
Accommodation units offered by the agency are described in accordance to the official categorization of the authorized institution, and based on onsite assessment prior to being put in the agency's online offer.
Standards for accommodation, food, services, etc. differ from place to place, country to country, and cannot be compared. The agency is obliged only by the information published on the internet pages www.val-tours.hr and www.val-tours.com .
Each and every client should get a clean and orderly accommodation unit, and each and every client shall receive clean bed linen. For those clients who are staying longer than one week, fresh bed linen will be provided weekly.
The clients can start their stay in the accommodation unit after 2:00 PM on the arrival date, and on the last day of the booked period, they shall leave the accommodation unit by 10:00 AM, unless otherwise stated in the description of the accommodation unit on the website. The delivery of the keys to the accommodation unit takes place in the very unit by the owner or the agency's representative, or in the agency.
5. The Agency's Rights to Changes and Cancellation
The agency reserves the right to change or modify a reservation in case of circumstances caused by conditions beyond its control that cannot be predicted, avoided or rectified (see Article 1). The agency also reserves the right to change, modify or cancel the reservation in case that the total number of persons (including children) intending to use the accommodation are higher than the capacity of the accommodation in question, or in the cases where the clients gave false information which are necessary for the correct price offer and/or reservation process. Booked accommodation can be substituted only provided that customer is notified in time and only by an accommodation unit of the same or higher category, but at the price confirmed during booking.
Should the substitute accommodation be available only in an accommodation unit of higher category and should the price of the substitute accommodation be higher by 15% or more than the initially booked accommodation, the agency reserves the right to charge the price difference upon consulting the customer.
In cases where substitute accommodation for paid accommodation is not available, the agency reserves the right to cancel the reservation upon prior customer notification (at least 7 days before arrival) and guarantees the refund of the complete paid amount.
Should an adequate substitute accommodation not be available on the day of arrival, the agency will provide information on available accommodation that is not included in the agency's offer and guarantees the refund of the complete paid amount.
6. The Client's Rights to Changes and Cancellation
Should the client wish to change or cancel a reservation, this must be done in written form (email, mail, or fax). The following are examples of changes: changes to the number of customers, changes to arrival / departure dates. Changes must be made at least 30 days prior to the arrival date.
The first change to the reservation is free of charge, unless it entails further expenses for the agency. For all further changes to the reservation, 15 EUR will be charged per change. Should a change to the reservation not be possible and should the client cancel for this reason, the conditions for the cancellation of reservation listed below will be enforced. Any changes of the accommodation unit or any other changes within 30 days before the arrival date or during the use of the accommodation unit shall be considered as a cancellation of the reservation.
In case of the cancellation of the reservation, the date of receipt of the written cancellation is used to calculate cancellation costs (the deposit payment is not refundable regardless of the date of the cancellation) as it follows:
For cancellation for more than 29 days before arrival date, 50% of the service price will be charged (the already paid deposit will not be returned),
For cancellation from 28 - 15 days before arrival date, 60% of the service price will be charged,
For cancellation from 14 - 8 days before arrival date, 80% of the service price will be charged,
For cancellation within 7 days before arrival date, 100% of the service price will be charged.
Should the customer not arrive at the booked accommodation unit before midnight on the arrival date, and the customer has not contacted the agency, the reservation is considered to be cancelled, and therefore the cancellation costs will be charged as described above.
7. The Obligations of the Agency and the Host
It is the agency's obligation to take care of the realization of the services, choice of hosts, and customers' interests and rights according to accepted customs and practices in tourism. The host is obliged to make all reserved services available to the client, so he is responsible to the client for any possible unfulfilled yet reserved services or part of these services. The agency will carry out all stated obligations in full and as described above, except in circumstances caused by conditions beyond its control.
8. The Obligations of the Client
The customer is required to:
have valid travel documents,
respect and abide by all customs and foreign exchange regulations of the destination country to obey customs regulations and currency exchange regulations of the country where the destination is located,
respect and abide by all customs and foreign exchange regulations as well as the laws and other regulations of the Republic of Croatia as well as other countries through which he/she passes through or resides in, and enquire whether or not he/she requires a visa for the destination country as well as neighbouring countries. In the event the customer or someone in his party is unable to continue the trip as a result of being in direct violation of these regulations, the customer is responsible for all related expenses and will be charged for the reserved services in full, whether these were used or not.
abide by house rules of the accommodation units as well as cooperate with the service providers in a well-intentioned manner
provide the agency upon arrival with travel or personal documents of themselves and all their fellow passengers in purpose of tourist registration, and settle the balance payment if there is a balance payment left.
provide the agency with true and complete relevant information and documentation, by travel programs that have certain health requirements for the participants. The agency reserves the right to cancel the reservation anytime, upon finding out that the client has withheld information that may cause damage to the client, the agency, or the provider, in which case the client will be charged fully the price of the reserved program as well as any damages that occurred therefrom.
inform the agency about the persons with special needs in his group and to inquire if this accommodation unit is recommendable for such a case, if in the description of the accommodation unit it is not specifically stated that the accommodation unit in question is appropriate for persons with special needs.
provide true information about the total number of persons intending to use the accommodation (including children). If upon arrival it would be found that the actual number of persons is higher than the announced number of persons, the agency reserves the right to cancel the reservation at sight, and the customer has no right for any compensation and/or complaint. There is no rule under which minor children can stay free and without notice in the accommodation units.
inform the Agency when making an inquiry, if the customer plans to bring along a pet, even if it is stated that pets are permitted in the accommodation description. It is necessary to announce the type and size of the pet, and if pets are allowed it does not necessarily mean that the pet can move freely everywhere.
Should the customer not follow the above listed obligations, the customer is liable for caused damage and must cover the expenses.
By confirming the reservation, the customer has agreed to compensate the service provider on the spot for any potential damages caused by his/her own negligence.
The agency is not responsible for damaged, destroyed or lost luggage, as well as for the theft of luggage or valuables in the accommodation unit.
10. Travel Insurance
Travel insurance is not included in the published prices.
11. Resolving Complaints
Should the paid services not be provided, or be provided inadequately, the customer is entitled to seek reasonable compensation by filing a written complaint. Every customer is entitled to file a complaint if the paid service is not provided. Every customer - reservation holder, files a separate complaint.
The client is required to complain to the service provider about the inadequate service immediately on the day of his/her arrival and to notify the agency as well. Furthermore, the client is required to cooperate with the agency's representatives and the service provider in good faith in order to rectify the problem. If the client refuses to accept the solution that is in accordance with services paid for, the agency is not required to accept any further complaints referring to this service.
If the client would leave the accommodation unit on his own initiative, and find another accommodation, thus not making it possible for the agency to try to solve the problem, then the client looses the right for a reimbursement or for taking legal action for an atonement.
The maximum compensation per complaint can amount to the cost of the part of the service(s) in the complaint. It cannot amount to the total paid to the agency and cannot include services already provided.
Should the customer not be satisfied with the solution to the complaint, the matter can be taken to court (Biograd na moru Court jurisdiction).
13. Personal Data Gathering and Protection Statement
The Val Tours Travel Agency pays special attention to the protection of personal data of its clients, in accordance with best business practices and applicable Croatian and European regulations, including the General Data Protection Regulation (EU Regulation 2016/679 of the European Parliament and of the Council of 27 April 2016)
The purpose of this policy is to provide all interested parties with all the necessary information on how to process and protect the personal data and the rights that the clients have regarding the processing of personal data.
The policy applies to all personal information of clients that Val Tours travel agency collects and processes.
As a client will be considered each person who requested a service or a service offer from Val Tours Travel Agency.
Personal data is any data relating to an individual whose identity has been identified or can be identified (Article 4 of the General Data Protection Act).
Data processing means any procedure or set of procedures that are carried out on personal data or on personal data sets (Article 4 of the General Data Protection Regulation).
PRINCIPLES OF PERSONAL DATA PROCESSING
Legitimate, fair and transparent processing
Data is processed in accordance with applicable laws pertaining to the processing of personal data and in accordance with the best business practice of data protection.
Processing in accordance with the purpose of data collection
We process the collected data only in accordance with the purpose for which this data was collected.
Data amount limitation
We collect and process only those data that are necessary to achieve the purpose of processing.
We pay particular attention to the accuracy of the data collected. The client has at any time the right to inspect and correct their data.
Restrictions regarding processing and storing times
Data are processed and stored only for as long as is necessary to fulfill the purpose for which the data was collected or as required by applicable regulations (5 years is a minimum).
Security of personal data
We pay the greatest possible attention to personal data security, through our internal security procedures.
THE RIGHTS OF THE CLIENTS
In accordance to the General Data Protection Regulation, the client has the following rights:
Right to access data
The client is entitled to receive confirmation that we process their personal data and, if processed, they are entitled to receive the following information: information about the purpose of processing, the category of personal data we are processing, the recipients or categories of recipients of the data we are processing, the predicted period in which the data will be stored and/or criteria for determining that period, the right to request correction, deletion and limitation of data processing, the right to file a complaint to the supervisory authority, protective measures if the data is transferred to a third country.
Right to correction and deletion
The client has the right to obtain correction of inaccurate data.
The client has the right to obtain deletion of the data unless the data is necessary for the purpose for which they were collected or should be kept in accordance with the applicable legal regulations.
Val Tours has an obligation to notify the client about the change or deletion of data made at the client's request.
The right to limit processing
The client has the right to obtain a data processing limit, under the terms defined in the General Data Protection Regulation.
Val Tours has an obligation to notify the client about the processing limit made at the client's request.
Right to transfer data
The client has the right to retrieve the data he has submitted to the agency in a structured, standard and machine-readable format, and to transfer them to another manager without restriction.
Right to Objection
The client has at all times the right to object to the processing of personal data.
PERSONAL DATA COLLECTION PROCEDURE
We collect information about our clients in the following ways:
Data collection in the agency
While making a reservation or offer, we ask the client for the personal information required for the reservation or offer.
The client may leave their data personally, or this can be made by a third person in the name of the client, or the client can contact us by phone or mail.
Collecting data over the website
On our website, while the client is making a reservation or asking for an offer, we collect the information needed to make a reservation or offer.
The client submits the information via the form on the web site.
The consent of the client
Consent of the client means any voluntary, specific, informed and unambiguous expression of the intentions of a respondent with which they, in a statement or a clear affirmative action, give consent to the processing of personal data relating to them (Article 4 of the General Data Protection Regulation).
Without the consent of the client we will never use the personal data of the client for any purpose for which, according to current regulations, such a consent is necessary.
TYPES OF PERSONAL INFORMATION WE COLLECT
We only collect data that is necessary for the purpose of data collection and in accordance with applicable legal regulations.
The information we collect are: name and surname, phone number, postal address and email address for contact, location, citizenship, gender, date of birth, passport number or other appropriate personal document where necessary to enforce legal obligations, payment method.
PURPOSE OF PERSONAL DATA COLLECTION
We collect personal information for the following purposes:
For the execution of the contract or preparation for the execution of the contract
We collect personal information in order to provide service to a client or to make a service offer to a client.
To inform users about services and products
If the client has given their consent, we can use the client's information to get the client familiar with our services and products that may be of interest to the client.
For internal needs
Customer's data is kept to protect the legitimate interests of the client or our legitimate interests, in accordance with applicable legal regulations. This may include, for example, keeping a client's data in order to best respond to customer complaints, using client data to prevent, detect and process abuses which may harm the client or Val Tours, ensuring the safety of employees, customers, products and services of Val Tours, creating services and offers which suit the needs and wishes of clients, ensuring a superior customer experience, personalized customer service, research and market analysis, optimization of sales channels, etc. The legal basis for the processing of data for these purposes is the legitimate interest of Val Toursa, unless there is an interest stronger then the legitimate interest of Val Tours, such as the fundamental rights and freedoms that require the protection of client's data and / or the legal basis for the protection of key interests of a client or other individual. Exceptions are cases where the legal basis of the privation is concerned. The exceptions are cases when the legal basis is the consent of the client.
For the purpose of fulfilling the legal obligations
Based on a written request in accordance with valid regulations, Val Tours is obliged to provide or allow access to certain personal data of the client to the relevant state bodies (eg courts, police, tourist inspections, etc.). The legal basis for processing data for these purposes is the fulfillment of the legal obligations of Val Tours.
FORWARDING DATA TO THIRD PARTY OR PARTIES
We pass client data to third parties in the following cases: For the purpose of executing a contract or preparing for execution of a contract with a client
We forward the data to a third party when it is necessary for providing the customer with a contracted service or required information. This includes, for example, sending client's data to an accommodation unit or transport company, when it is needed to perform a service or make an offer for the service.
When the client has given the consent
We forward the data to a third party if it is necessary for the purpose for which the user has explicitly granted their consent.
When we engage subcontractors to perform certain jobs
If we engage the subcontractors for the execution of certain work as executors of processing, in that case we will pass the personal data to the subcontractor. We use only subcontractors from EU countries, and these subcontractors work exclusively at Val Tours's order and are contracted with Val Tours, which ensures data protection measures as if data were processed by Val Tours.
PERSONAL DATA PROTECTION
In order to protect personal information of our clients we use the best business practices in the field of tourism and information-communication technologies. We continually adjust our internal processes to achieve the optimal level of personal data protection. We use different organizational measures and technical means to protect the user's data from unauthorized access, change, loss, theft or other misuse of data.
The client may also submit a claim to the Personal Data Protection Agency.
Amendments, Supplements, and Transitional Provisions of the Policy
The Policy enters into force and begins to apply on the day of its publication and is available on the web site and at the Val Tours agency. On possible changes to the Policy, clients will be informed promptly through the publication on the web site. The right to transfer of personal data, deletion of data and the limitation of personal data processing shall the client have no later than the date of application of the General Data Protection Act, ie 25 May 2018.
14. Privacy and cookie usage
CONTRACT BETWEEN USERS and Val Tours
Val Tours values your privacy and therefore operates according to the following principles:
RESTRICTION ON PERSONAL, NON-COMMERCIAL USE
These websites are intended for users for personal, non-commercial use. It is not permissible to modify, copy, distribute, display, publish or otherwise transfer or sell any information, service or product that is published on this site.
The contents and formats on this web site are the property of the travel agency Val Tours, Trg hrvatskih velikana 01, 23210 Biograd, Croatia.
LIMITATION OF LIABILITY
The information on this site is considered correct at the time of entry. All data will be reviewed regularly, and any errors will be removed immediately. Val Tours reserves the right to change the information on this site without any special warning.
FORBIDDEN ILEGAL USE
By using these web sites you agree that the information obtained here will not be used for prohibited or illegal purposes or actions.
LINKS TO THE THIRD PARTY PAGES
These pages may contain links to websites of other businesses or individuals. These links are only for your information, and Val Tours is not responsible for the accuracy of the information, data protection policies or content of these sites.
CHANGE OF THESE TERMS AND OTHER CONDITIONS OF OPERATION
USE OF Val Tours SERVICES ON THESE PAGES
The purpose of the Val Tours website is to help users inform themselves about private accommodation, activities and accompanying services, descriptions and pictures, checking free rentals, and making a reservation. Please note that for a transaction through our site you must be of legal age, and that you accept financial responsibility for transactions made by yourself or minors who live in your household. You are responsible for overseeing the minors who use your information here and for the truthfulness and accuracy of the information you provide us for the booking or financial transaction. In the event of any misuse of this site (entering a false reservation or similar) your access to our site will be disabled.
What is a cookie? - Cookie is a text file that, at the first page visit, your web browser stores on your hard drive. This enables faster uploading of pages already visited. Cookie does not contain any personal information, but it helps us to provide you with special services while on the Web.
Why this remark on cookies? - Cookie is the option your web browser offers. Most Web browsers are configured to automatically accept cookies, but if you want, you can change your browser settings by rejecting cookies.
Upon payment of the advance or the total amount, the customer accepts the General Terms and Conditions in their entirety.