Opći uvjeti (HR)

OPĆI UVJETI

Upute i uvjeti rezervacije i kupnje turističkih aranžmana Karaka Travel Dubrovnik d.o.o.

Uvodne napomene:

Ove upute i uvjeti rezervacije i kupnje turističkih aranžmana/Putovanja sastavni su dio Ugovora odnosno vouchera koji su sklopljeni između Karaka Travel Dubrovnik d.o.o. i putnika/ugovaratelja koji se prijavljuje za Putovanje.

  1. Prijave i ugovaranje

Putnik se za putovanje koje organizira i nudi Karaka Travel Dubrovnik d.o.o. može prijaviti u poslovnici Karaka Travel Dubrovnik, telefonom, telefaksom, mailom i drugim sredstvima daljinske komunikacije te kod drugih ovlaštenih agenata. Potpisivanjem ugovora, vouchera, prijavnice za putovanje, potvrdom aranžmana elektronskom poštom, odnosno diktiranjem broja svoje kreditne kartice, putnik u cijelosti prihvaća ove Uvjete rezervacije putovanja koje je prethodno pažljivo proučio. Prilikom prijave, a u svrhu rezervacije odabrane usluge, putnik uplaćuje 30% cijene aranžmana (po osobi) osim ako u programu nije drugačije navedeno. Razlika do pune cijene aranžmana uplaćuje se najkasnije 21 dan prije početka putovanja osim ako u programu nije drugačije navedeno.

  1. Cijena i sadržaj aranžmana

Cijena aranžmana uključuje one usluge navedene na programu pod „Cijena uključuje“ te može sadržavati i razne pristojbe što je na programu posebno istaknuto. Cijena aranžmana ne uključuje one usluge koje su kao takve posebno na programu i navedene pod „Cijena ne uključuje“ s napomenom da se neke od dodatnih usluga mogu unaprijed ugovoriti te će biti evidentirane u Ugovoru o putovanju.

  1. Pravo na povišenje cijene i pravo na otkaz zbog povišenja cijena

Cijene svih putovanja temeljene su na odnosu vrijednosti kune i stranih valuta. Karaka Travel Dubrovnik d.o.o. ima pravo povisiti cijenu aranžmana najkasnije 20 dana prije početka putovanja, u slučaju da je došlo do promjene tečaja ugovorene (dogovorene) valute, do povećanja troškova i pristojbi koji utječu na cijenu putovanja. Ugovorna strana putovanja ili putnik ima pravo raskinuti ugovor o putovanju ako je poskupljenje veće od 10%. U tom slučaju ima pravo na povrat uplaćenoga iznosa bez prava na naknadu štete i na eventualne troškove vize, osiguranja, cijepljenja i slične troškove. Ne otkaže li putnik osobno dolaskom na prodajno mjesto Karaka Travel Dubrovnik ili pismenim putem u navedenom roku, smatra se da je suglasan s promjenom cijene. Objavljene cijene rezultat su ugovora Karaka Travel Dubrovnik s partnerima i ne moraju odgovarati cijenama istaknutim na licu mjesta u destinaciji u kojoj putnik boravi.

  1. Popusti za djecu i druge pogodnosti

Molimo da obratite pozornost na popuste za djecu, kao i na ostale pogodnosti koje su posebno prikazane kod opisa aranžmana.

  1. Putna dokumentacija

Putni dokumenti biti će Vam predani najkasnije 5 do 7 dana prije početka usluge (ovisno o odgovornom organizatoru), ukoliko nije drugačije navedeno na programu. Putnik je dužan prilikom prijave dati sve podatke o svim suputnicima na putovanju koje prijavljuje. Podaci moraju u cijelosti biti usklađeni s podacima u službenim ispravama koje su putnici dužni imati sa sobom, a prema pravilima svake pojedine države. U slučaju da pogrešni podaci uzrokuju kašnjenje, dodatne troškove ili prekid putovanja, za sve nastale troškove sebi i putnicima odgovara sam putnik.

  1. Kategorizacija i opis usluga

Ponuđeni smještajni kapaciteti u programima opisani su prema službenoj kategorizaciji dotične zemlje važećoj u trenutku izdavanja programa. Prehrana, komfor kao i druge usluge u ponudi hotela/apartmana pod nadzorom su mjesnih turističkih uprava, a standardi smještaja i usluga su različiti i nisu usporedivi.

  1. Smještaj u sobe/apartmane

Raspored sobe/apartmana određuje recepcija u mjestu boravka. Ukoliko putnik nije izričito ugovorio sobu/apartman posebnih oblika, prihvatit će bilo koju službeno registriranu smještajnu jedinicu za izdavanje u pojedinom objektu opisanom u katalogu i cjeniku. Smještaj u sobi najčešće nije moguć prije 14 sati na dan početka korištenja usluge, a isti se najčešće moraju napustiti do 10 sati na dan završetka korištenja usluga. Dolaske iza 20 sati nužno je najaviti unaprijed, osim ako nije drugačije naznačeno.

  1. Troškovi dodatnih usluga i ponuda na upit izvan objavljenih programa

Ukoliko putnik podnese zahtjev za dodatne usluge isti se posebno dogovaraju te će Karaka Travel Dubrovnik d.o.o. navesti ako je potrebna garancija plaćanja.

  1. Odustajanje od putovanja
  2. a) Ukoliko ugovaratelj ili putnik otkaže aranžman za Hrvatsku, Karaka Travel Dubrovnik od ukupne cijene aranžmana na ime naknade štete zadržava sljedeći iznos:
  • do 30 dana prije polaska 10% cijene aranžmana, a najmanje 100 kn,
  • 29 – 22 dana prije polaska 25% cijene aranžmana,
  • 21 – 15 dana prije polaska 50% cijene aranžmana,
  • 14 – 8 dana prije polaska 80% cijene aranžmana,
  • 7 – 0 dana prije polaska 100% cijene aranžmana,
  • nakon polaska 100% cijene aranžmana.
  1. b) ukoliko ugovaratelj ili putnik otkaže aranžman za putovanje izvan Hrvatske, Karaka Travel Dubrovnik od ukupne cijene aranžmana na ime naknade štete zadržava sljedeći iznos:
  • do 60 dana prije putovanja 10% cijene aranžmana,
  • 60 – 46 dana prije putovanja 20% cijene aranžmana,
  • 45-31 dana 50% cijene aranžmana,
  • 30-16 dana prije putovanja 80% cijene aranžmana,
  • 15 dana prije polaska 100% cijene aranžmana,
  • nakon polaska 100% cijene aranžmana.
  1. c) ukoliko ugovaratelj ili putnik otkaže aranžman za krstarenje, Karaka Travel Dubrovnik od ukupne cijene aranžmana na ime naknade štete zadržava sljedeći iznos:
  • do 60 dana prije početka putovanja 20% cijene aranžmana,
  • 60 – 46 dana 40% cijene aranžmana,
  • 45-31 dan 60% cijene aranžmana,
  • 30-16 dana 80% cijene aranžmana,
  • 15 dana prije putovanja 100% od cijene aranžmana,
  • nakon polaska 100% cijene aranžmana.

Navedeni troškovi otkaza primjenjuju se i na promjene datuma polaska ili smještajnog objekta, odnosno tipa sobe/apartmana kao i na sve druge bitne promjene. Ako putnik koji otkaže putovanje nađe novog korisnika iste rezervacije, a koji ispunjava sve predviđene uvjete, Karaka Travel Dubrovnik zaračunava samo troškove uzrokovane zamjenom. Kod otkazivanja putovanja ne isplaćuje se trošak nabave vize/a ni putnih isprava. U slučaju da putnik otkaže ili skrati putovanje zbog vremenskih uvjeta, Karaka Travel Dubrovnik će primijeniti gore navedenu skalu, a naknadne reklamacije neće uvažiti.

Ukoliko za neke programe i aranžmane vrijede posebni uvjeti, Karaka Travel Dubrovnik će ih navesti prilikom ugovaranja te se isti i primjenjuju. Usmeni otkaz Ugovaratelj putovanja odnosno Putnik je dužan potvrditi u pisanom obliku bilo dopisom, telefaksom ili e-mailom. Ako putnik ne potvrdi usmeno priopćeni otkaz u pisanom obliku, smatrat će se da nije otkazao putovanje. Ako putnik na vlastiti zahtjev, prekine putovanje koje je u tijeku, nema pravo na naknadu troškova nastalih zbog prijevremenog povratka u mjesto polaska.

  1. Osiguranje od rizika otkaza

Osiguranje od otkaza naplaćuje se prilikom sklapanja Ugovora te ga nije moguće uplatiti naknadno. Premija osiguranja izračunava se zavisno o vrijednosti putovanja, a prema cjeniku osiguravajućeg društva. Nepredviđene zapreke kao razlog za otkaz putovanja određuje svako osiguravajuće društvo sukladno svojim uvjetima. U slučaju otkazivanja putovanja ne vraća se iznos uplaćene premije za osiguranje od otkaza. Također se pri otkazivanju aranžmana ne isplaćuje trošak nabavke viza i usluge rezervacije, unatoč tome što putnik ima uplaćeno osiguranje od otkaza. Ukoliko putnik nema plaćeno osiguranje od otkaza, a mora otkazati putovanje zbog navedenih nepredviđenih zapreka Karaka Travel Dubrovnik zadržava pravo isplate prema pravilima navedenim u točki 9. Ostali uvjeti osiguranja nalaze se uz policu osiguranja.

  1. Osiguranje od posljedica nesretnog slučaja i bolesti, osiguranje prtljage i zdravstveno osiguranje osoba za vrijeme puta i boravka u inozemstvu

Potpisivanjem Ugovora o putovanju, čiji su sastavni dio i ovi Uvjeti smatra se da su putnicima ponuđena i preporučena dodatna osiguranja navedena u prethodnom stavku. U slučaju da putnik zahtijeva navedena osiguranja, ona se mogu ugovoriti izravno kod jednoga od osiguravatelja ili kod Karaka Travel Dubrovnik, pri čemu Karaka Travel Dubrovnik djeluje samo kao posrednik. Preporučujemo pozorno proučiti uvjete osiguranja prije kupnje.

  1. Otkaz putovanja od strane Karaka Travel Dubrovnik ili promjena programa

Ukoliko se ne prijavi dovoljan broj putnika, Karaka Travel Dubrovnik d.o.o. zadržava pravo otkaza putovanja, ali najkasnije 5 dana prije početka putovanja. Najmanji broj putnika potreban za izvršenje pojedinog putovanja posebno je naznačen kod svakog programa/aranžmana. Karaka Travel Dubrovnik zadržava pravo potpune i djelomične promjene programa putovanja ukoliko prije početka putovanja nastupe izvanredne okolnosti koje nije bilo moguće predvidjeti ili izbjeći. Karaka Travel Dubrovnik zadržava pravo promjene dana ili sata polaska zbog izmjena reda letenja ili nastupanja nepredviđenih okolnosti, kao i pravo izmjene pravca putovanja ukoliko se promjene uvjeti putovanja, kao što su neki od njih: promijenjen red letenja, sigurnosna situacija u zemlji, vremenske (ne)prilike i to bez isplate odštete, a prema važećim propisima u međunarodnom prometu. Ukoliko Karaka Travel Dubrovnik otkaže putovanje, putnik ima pravo na isplatu uplaćenog iznosa u cijelosti, ali ne i na naknadu štete.

  1. Putne isprave

Putnici su obvezni posjedovati valjane osobne putne isprave. Nevaljane isprave, koje imaju za posljedicu odustajanje od putovanja, ne proizvode nikakve štetne posljedice za Karaka Travel Dubrovnik, a ukoliko bi zbog takvog propusta putnika Karaka Travel Dubrovnik pretrpio dodatnu štetu, putnik je dužan istu nadoknaditi. Ukoliko za vrijeme putovanja dođe do gubitka ili krađe putnih isprava, troškove izdavanja novih isprava snosi putnik. Ako je za neko putovanje potrebna viza, Karaka Travel Dubrovnik može posredovati u pribavljanju iste uz posebnu doplatu. Karaka Travel Dubrovnik nije odgovoran za odluke carinskih i policijskih i drugih državnih tijela kojima se putniku ne dozvoljava ulazak u pojedinu zemlju.

  1. Devizni i carinski propisi

Putnici su dužni pridržavati se deviznih i carinskih propisa, kao i zakona i drugih podzakonskih propisa Republike Hrvatske i drugih zemalja kroz koje prolaze i u kojima borave. U slučaju nemogućnosti nastavka putovanja radi kršenja propisa od strane putnika, sve nastale troškove snosi sam prekršitelj.

  1. Zdravstveni propisi

Putovanja u neke zemlje zahtijevaju obvezna cijepljenja protiv nekih bolesti te je putnik obvezan posjedovati potvrde i dokumente o cijepljenju.

  1. Prtljaga

Prijevoz prtljage zrakoplovom određuje zrakoplovni prijevoznik te višak prtljage putnik plaća prema važećim cijenama zračnog prijevoznika. Kod prijevoza autobusom putnik može ponijeti 2 komada osobne prtljage. Putnici su dužni voditi brigu o svojim stvarima te Karaka Travel Dubrovnik ne odgovara za krađu ili oštećenje prtljage.

  1. Reklamacije

Putnik se za nepravilnosti i reklamacije mora pritužiti prvo na licu mjesta davatelju usluga (hotel, apartman i slično, voditelju putovanja, predstavniku organizatora putovanja ili neposrednom izvođaču usluga). U slučaju da se reklamacija može riješiti na licu mjesta, a putnik se nije pritužio na nepravilnosti na licu mjesta, podrazumijeva se da se putnik slaže s tom uslugom i time je izgubio pravo na ulaganje kasnijih reklamacija sa zahtjevom za smanjenje cijene usluge, odnosno isplate štete. Karaka Travel Dubrovnik neće razmatrati reklamacije ako putnik nije priložio kopiju pismene reklamacije koje je uložio na licu mjesta. Ukoliko ni nakon prigovora ne bude poboljšanja, putnik mora tražiti potvrdu iz koje se vidi da usluga nije pružena, odnosno da nije pružena na način kako je ugovoreno. Potvrdu putnik mora priložiti pismenoj reklamaciji. Pisanu reklamaciju putnik je dužan uložiti u roku od 8 dana nakon završetka putovanja. Ukoliko putnik uloži pismenu reklamaciju nakon tog roka, Karaka Travel Dubrovnik takvu reklamaciju nije dužan uzeti u obzir. Karaka Travel Dubrovnik d.o.o. je dužan donijeti pismeno rješenje na ovaj prigovor u roku od 14 dana po primitku prigovora, a može odgoditi rok rješenja o pritužbi za dodatnih 14 dana zbog prikupljanja informacija. Dok postupak rješenja traje, a ukupno najviše 14, odnosno 28 dana nakon ulaganja prigovora, putnik se neopozivo odriče posredovanje bilo koje druge osobe, arbitraže UHPA-e ili druge institucije, kao i davanja informacija u medije. Isto tako u ovom vremenu putnik se odriče prava na tužbu. Najviši iznos nadoknade po prigovoru može doseći iznos reklamiranog dijela usluga, a ne može obuhvatiti već iskorištene usluge kao ni cjelokupni iznos aranžmana. U slučaju sklapanja ugovora po «Akcija sistemu» putnik nema pravo prigovora na smještaj. Putnik i Karaka Travel Dubrovnik će sporove nastojati riješiti sporazumno, a u suprotnom ugovaraju nadležnost suda Dubrovniku. Mjerodavno pravo će biti Hrvatsko pravo.

  1. Obveze Karaka Travel Dubrovnik

Karaka Travel Dubrovnik je dužan brinuti se o izvršenju usluga, kao i o izboru davatelja usluga, pažnjom dobrog gospodarstvenika te skrbiti o pravima i interesima putnika sukladno dobrim običajima u turizmu. Karaka Travel Dubrovnik je dužan putniku pružiti sve ugovorene usluge za pojedini aranžman/putovanje te dati odgovore zbog eventualnog neizvršenja usluga ili dijela usluga. Karaka Travel Dubrovnik će sve navedene obveze iz svojih programa izvesti u potpunosti i na opisani način osim u slučaju “više” sile ili promijenjenih okolnosti. Ako bude moguće, Karaka Travel Dubrovnik će u takvim slučajevima ponuditi zamjensko rješenje. Karaka Travel Dubrovnik nije dužan pružati usluge izvan ovih Uvjeta. Karaka Travel Dubrovnik ne odgovara za eventualne pogreške u tisku te će ugovaratelja/putnika o istom obavijestiti čim ih primjeti.

  1. Obveze putnika

Putnik je dužan pridržavati se pravila ponašanja u smještajnim objektima, odnosno sredstvima prijevoza i svojim postupcima ne onemogućavati nesmetano odvijanje Programa putovanja kao i ne ugrožavati prava ostalih putnika u korištenju usluga Karaka Travel Dubrovnik. U slučaju da Putnik svojim ponašanjem uzrokuje štetu davatelju usluge u smještajnom objektu ili sredstvu prijevoza odnosno onemogućava redovno i nesmetano odvijanje programa putovanja dužan je takvu štetu odmah otkloniti odnosno nadoknaditi oštećenom pri čemu je u obvezi surađivati s davateljem tih usluga i Karaka Travel Dubrovnik. Ako Putnik ugrožava redovno i nesmetano odvijanje Programa putovanja, Karaka Travel Dubrovnik osim prava na naknadu štete ima pravo prekinuti putovanje, u kojem slučaju će se smatrati da je putovanje prekinuto na zahtjev Putnika pri čemu Karaka Travel Dubrovnik nije dužan snositi troškove povratka na mjesto polaska. Ako je u slučaju opisanom u prethodnom stavku ove točke Putnik maloljetna osoba odnosno dijete, roditelj je dužan prihvatiti povratak djeteta kući odnosno doći po svoje dijete, o vlastitom trošku.

20.Uvjeti prijevoza putnika u zračnom prijevozu

Uvjeti zračnog prijevoza Putnika i prtljage definirani su od strane zračnog prijevoznika te ih se Putnik dužan pridržavati.

Rezervacija zrakoplovne karte

Prilikom rezervacije avio karte putnik je dužan dati ime i prezime kako je navedeno na identifikacijskom dokumentu koji će putnik koristiti za putovanje. Ukoliko prilikom ponude nije drugačije naznačeno, rezervacija vrijedi 24 sata nakon čega se automatski otkazuje ukoliko je putnik nije potvrdio.

Zrakoplovna karta – vrijednosti i ukrcajni dokument

Nakon potvrde rezervacije od strane putnika, Karaka Travel Dubrovnik izdaje zrakoplovnu kartu. Kod jednom izdanih karata nije moguće naknadno promijeniti ili korigirati imena. Zrakoplovne karte su neprenosivi dokumenti (ne mogu se prenijeti na drugu osobu).

Posebni uvjeti plaćanja avio karte i naknada za izdavanje zrakoplovne karte

Rezervacija zrakoplovne karte od strane putnika je potvrđena kompletnom uplatom, ako je uplata izvršena u roku do kada je rezervacija aktivna. Karaka Travel Dubrovnik kao posrednik u prodaji zrakoplovnih karata ima pravo na naknadu za izdavanje karte (TSC). Ta naknada iznosi 50 kn za zrakoplovnu kartu u domaćem prometu, 260 kn za zrakoplovne karte za europske destinacije te 360 kn za destinacije izvan Europe.

Duple rezervacije / zrakoplovne karte

Avio prijevoznik zadržava pravo otkaza rezervacije i/ili kupljene karte bez prethodne obavijesti, za što Karaka Travel Dubrovnik ne preuzima odgovornost.

Otkazivanje i promjene:

  1. otkazivanje ili promjene izvršene od strane zrakoplovne kompanije bez suglasnosti putnika

Zrakoplovne kompanije usred određenih okolnosti, zadržavaju pravo promjene rasporeda leta bez prethodne obavijesti. Elektronska karta je ugovor između zrakoplovne kompanije i putnika. Karaka Travel Dubrovnik djeluje kao prodajni agent zrakoplovnih tvrtki i nije odgovoran za promjene izvršene od strane zrakoplovne kompanije.

  1. otkazivanje i promjene koje zahtjeva putnik

Otkazivanje i promjene datuma putovanja podložne su uvjetima tarife rezervirane zrakoplovne karte. Ukoliko Karaka Travel Dubrovnik u ponudi/rezervaciji nije drugačije naznačio, Vaša zrakoplovna karta ne dozvoljava povrat sredstava iznosa neiskorištenih zrakoplovnih/aerodromskih pristojbi, ne dozvoljava promjene datuma putovanja, promjene zračne luke polaska i/ili odredišta.

Povrat naknade za izdavanje karte (TSC) nije dozvoljen. Ukoliko otkazujete Vaše putovanje, a prema uvjetima Vaše karte imate pravo na povrat sredstava, sredstva će Vam po odobrenju aviokompanije biti vraćena (najčešće u roku do 2 mjeseca od dana otkaza). Otkaz putovanja je potrebno dostaviti u pismenoj formi.

  1. no show

U slučaju da se niste pojavili na letu (no show) ili na šalteru za registraciju putnika/check-in na vrijeme, zrakoplovna kompanija automatski otkazuje sve daljnje letove u Vašoj karti i nemate pravo na povrat sredstava ni za promjenu datuma putovanja.

  1. slijed kupona za let i njihova upotreba

Putna karta prestaje vrijediti ukoliko svi kuponi nisu bili iskorišteni u slijedu navedenom u​ putn​oj​ kart​i​. Putna karta koju je putnik kupio valjana je za prijevoz od mjesta polijetanja, preko dogovorenih mjesta međuslijetanja ili transfernih mjesta, do mjesta slijetanja navedenih na karti. Cijena putne karte koju je putnik kupio izračunata je sukladno uvjetima zrakoplovnog prijevoznika na temelju cijelog putovanja naznačenog na karti. Promjena rute putovanja dovodi i do promjene cijene karte.

  1. reklamacije u slučaju kašnjenja ili otkazivanja leta od strane avio kompanije

Ako putnik ima reklamaciju zbog kašnjenja ili otkazivanja leta ili nekog trećeg razloga, putnik se dužan obratiti direktno zrakoplovnoj kompaniji sa zahtjevom. Karaka Travel Dubrovnik se nalazi u ulozi prodajnog agenta te nije ovlašten u ime zrakoplovne kompanije rješavati reklamacije niti će ih zrakoplovna kompanija uzeti u obzir ukoliko zaprimi zahtjev preko Karaka Travel Dubrovnik.

  1. Osiguranje za slučaj platne nemogućnosti ili stečaja organizatora putovanja

U skladu sa Zakonom o pružanju usluga u turizmu, u slučaju platne nemogućnosti ili stečaja Karaka Travel Dubrovnik d.o.o., putnici zatečeni na putovanju, kao i osobe koje su uplatile akontacije za putovanje trebaju kontaktirati osiguravatelja kod kojeg Karaka Travel Dubrovnik ima ugovorenu Policu osiguranja od odgovornosti te je broj police naveden na svakom Ugovoru o putovanju.

  1. Osiguranje od odgovornosti

Sukladno Zakonu o pružanju usluga u turizmu, Karaka Travel Dubrovnik ima s osiguravateljem sklopljen ugovor o osiguranju od odgovornosti za štetu koju prouzroči putniku neispunjenjem, djelomičnim ispunjenjem ili neurednim ispunjenjem obveza koje se odnose na Putovanje.

  1. Zaštita osobnih podataka

Putnik osobne podatke daje dobrovoljno te su isti potrebni u procesu realizacije tražene usluge te će Karaka Travel Dubrovnik postupati sukladno Zakonu o zaštiti potrošača.

Ukoliko putnik zaključi policu osiguranja osobni podaci proslijediti de se osiguravajućem društvu. Osobni podaci putnika čuvati de se u bazi podataka, sukladno odluci Uprave o načinu prikupljanja, obrade i čuvanja osobnih podataka. Putnik daje privolu da se njegovi osobni podaci mogu koristiti u svrhu marketinških akcija Karaka Travel Dubrovnik.

  1. Akcijska putovanja

Putnik koji je zaključio ugovor o organiziranju putovanja kao „Akcija“ tada prihvaća sve rizike takvog putovanja. Ta putovanja sadrže u sebi neizvjesne činjenice na koje Organizator ne može utjecati, a Ugovaratelj je prvenstveno zbog povoljnije cijene prihvatio takvo putovanje pa zbog toga Ugovaratelj niti Putnik nemaju pravo prigovora prema organizatoru. Karaka Travel Dubrovnik jamči isključivo kategoriju objekta (prema službenoj kategorizaciji te države) i vrstu izabrane usluge.

  1. Putovanja u organizaciji drugih organizatora/turoperatora

Ovi opći Uvjeti putovanja sastavni su dio Ugovora kojeg putnik sklapa s Karaka Travel Dubrovnik, odnosno s ovlaštenom putničkom agencijom u kojoj se prijavio za putovanje u organizaciji Karaka Travel Dubrovnik. Za svaki pojedini program primjenjuju se uvjeti odgovornog organizatora koji je naveden za to putovanje. Svi programi u kojima Karaka Travel Dubrovnik nastupa kao posrednik, Karaka Travel Dubrovnik ne odgovara za provedbu putovanja odnosno turističkih aranžmana kojima nije odgovorni organizator već samo posreduje u prodaji. Svi turistički aranžmani koje Karaka Travel Dubrovnik zastupa kao posrednik posebno su označeni, a što će biti vidljivo u tako objavljenom programu te na ugovoru o putovanju. U tom slučaju primjenjuju se opći uvjeti navedenog odgovornog organizatora putovanja. Potpisivanjem ugovora putnik u cijelosti prihvaća program i uvjete putovanja.

ZAVRŠNE ODREDBE

Upute i uvjeti rezervacije i kupnje turističkih aranžmana stupaju na snagu dana 1. siječnja 2017. godine.

Karaka Travel Dubrovnik d.o.o., Dubrovnik 20000, Masarykov put 1, OIB: 00932894002, ID kod: HR-AB-01-080919118

Voditelj poslovanja

SANDRA BATARELO KREŠIĆ

  • Tel: + 385 20 641 800
  • Fax: +385 1 3874 717
  • E-mail: info@karakatravel.hr

Radno vrijeme: ponedjeljak – petak od 8:00 – 16:00

Ovlaštenja voditelja poslovanja su vođenje i nadzor djelatnosti, operativnih i administrativnih postupaka, te nadzor kvaliteta i sigurnosti usluge, uključivo i usluge dobavljača.

Po ovlaštenju Uprave predstavlja Društvo i organizacijsku jedinicu.  

Opći uvjeti drugih agencija

Karaka Travel Dubrovnik ovlašteni je agent drugih turističkih agencija te prodaje putovanja u njihovoj organizaciji.

Za sva putovanja u organizaciji drugih agencija vrijede uvjeti korištenja tih agencija koje možete pogledati ovdje:

KONTAKT POSLOVNICA:

Karaka Travel Dubrovnik| Dubrovnik, Croatia

tel: 020 641 800 | e-mail: info@karakatravel.hr | www.karakatravell.hr

 

General terms (ENG)

GENERAL CONDITIONS

Instructions and conditions of reservation and purchase of travel arrangements Karaka Travel Dubrovnik d.o.o.

Introductory remarks:

These instructions and terms of booking and purchase of travel arrangements / travel are an integral part of the Contract or vouchers concluded between Karaka Travel Dubrovnik Ltd. and the traveler / contractor applying for the travel.

  1. Application and contracting

A traveler taking part in an organized tour offered by Karaka Travel Dubrovnik Ltd. can register at Karaka Travel Dubrovnik, by telephone, by fax, mail and other means of distance communication or by other authorized agents. By signing the contract, vouchers, travel submissions, confirmation of the arrangement by electronic mail or by dictating the number of ones credit card, the traveler fully accepts these Travel Booking Conditions that has been carefully studied. When applying and for the purpose of booking the selected service, the traveler pays 30% of the cost of the arrangement (per person) unless otherwise specified in the program. The difference to the full price of the arrangement is paid no later than 21 days before the start of the trip unless otherwise stated in the program.

  1. Price and content of the arrangement

The package price includes the services listed in the program under “Included” and may contain various fees as specifically addressed in the program. The price of the arrangement does not include those services that are specially included in the program and listed under “Price does not include” with the note that some of the additional services can be pre-arranged and as such recorded in the Travel Contract.

  1. The right to price increase and right to cancellation due to price increase

Prices of all trips are based on the relation of Croatian kuna and foreign currencies. Karaka Travel Dubrovnik Ltd. has the right to increase the price of the package no later than 20 days before the start of the trip, in case there is a change in the exchange rate of agreed (contracted) currencies, to increase the costs and fees affecting the cost of travel. The Contracting Party of travel or traveler has the right to terminate the travel contract if the price increase is greater than 10%. In such a case a passenger shall be entitled to any refund with no right to compensation of the cost of the visa, insurance, vaccinations and similar costs. If a passenger does not cancel the trip by a personal visit to the retail outlet of Karaka Travel Dubrovnik or does so in writing within the stated time period, it is considered that he or she agrees with the price change. All the published prices are the result of contracts between Karaka Dubrovnik Travel and partners, and do not necessarily match the rates stated on the spot in the area in which the customer resides.

  1. Discounts for children and other benefits

Please pay attention to the discounts for children as well as other benefits that are specifically shown in the description of the arrangement.

  1. Travel documents

Travel documents will be handed over to you at least 5-7 days before the service (depending on the responsible organizer), unless otherwise stated in the program. The traveler is obliged to provide all the details of all travel companions who are applying for the trip. The information must be fully aligned with the data in the official documents that the passengers are required to carry with them, according to the rules of each country. In case the wrong data causes the delay, additional costs or a stopover, the traveler will be responsible for all costs incurred to themselves and fellow passengers.

  1. Categorization and service description

The accommodation facilities offered in programs are described according the official categorization of the respective country, valid at the time of issue of the program. Food, comfort and other services offered by hotel / apartment are under the supervision of local tourist authorities, and the standards of accommodation and services being different and not comparable.

  1. Accommodation in rooms / apartments

The arrangement of the room / apartment is determined by the front office in the residence. If a traveler does not explicitly contract a special room / apartment, he / she will accept any officially registered accommodation unit to be issued in a particular facility described in the catalog and the price list. Check in is most often not possible before 2 P.M. on the day of arrival, and the check out is usually before 10 A.M. on the day of departure. Check in after 8 P.M. must be announced in advance, unless otherwise indicated.

  1. Costs of additional services and offer on request outside of the published program

If a passenger submits a request for additional services, they are specifically agreed upon and Karaka Travel Dubrovnik Ltd. will specify if a payment guarantee is needed.

  1. Withdrawal from travel

 

  1. a) If the contractor or the passenger canceles the arrangement for travel within the Republic of Croatia, Karaka Travel Dubrovnik shall deduct from the total price of the allowance the following amount:
  • up to 30 days before departure 10% of the price of the package or at least 100 kn,
  • 29 – 22 days before departure 25% of the price of the package,
  • 21 – 15 days before departure 50% of the price of the package,
  • 14 – 8 days before departure 80% of the price of the package,
  • 7 – 0 days before departure 100% of the price of the package,
  • after departure 100% of the price of the arrangement.
  1. b) if the Contractor or the Traveler canceles a travel arrangement outside the Republic of Croatia, the Karaka Travel Dubrovnik compensation for the total cost of the arrangement shall be as follows:
  • up to 60 days before travel 10% of the price of the package,
  • 60 – 46 days before travel 20% of the package price,
  • 45-31 days 50% of the price of the package,
  • 30-16 days before travel 80% of the price of the package,
  • 15 days before departure 100% of the price of the package,
  • after departure 100% of the price of the arrangement.
  1. c) if the contractor or the passenger decides to cancel the Cruise Arrangement,  the Karaka Travel Dubrovnik compensation for the total cost of the arrangement shall be as follows:
  • up to 60 days before the start of the trip 20% of the price of the package,
  • 60 – 46 days 40% of the price of the package,
  • 45-31 day 60% of the price of the package,
  • 30-16 days 80% of the price of the package,
  • 15 days before travel 100% of the price of the package,
  • after departure 100% of the price of the arrangement.

The mentioned cancellation costs also apply to changes in the date of departure or accommodation, i.e. the type of room / apartment, as well as all other relevant changes. If a traveler that terminates the trip finds a new user of the same reservation and meets all the conditions, Karaka Travel Dubrovnik will charge only for the costs caused by the replacement. In case of cancellation of travel, the cost of issuing visa / travel documents will not be reimbursed. In the event of a passenger canceling or shortening the trip due to weather conditions, Karaka Travel Dubrovnik will apply the above mentioned scale and will not accept the subsequent complaints.

If special conditions apply to some programs and arrangements, Karaka Travel Dubrovnik will indicate them when contracting and apply the same. Oral cancellation of the trip by the travel agent or traveler is required to be confirmed in writing either by letter, fax or e-mail. If the traveler does not confirm the verbal cancellation notice in writing, it will be considered that he / she has not canceled the trip. If the passenger at his / her own request, terminates the journey that is in progress, he / she has no right to compensation for the costs incurred because of premature return to the departure point.

  1. Cancellation insurance

Cancellation insurance is charged during the conclusion of the Contract and it can not be paid subsequently. The insurance premium is calculated on the basis of the value of the trip and according to the price list of the insurance company. Unforeseen obstacles as a reason for cancellation of the travel are determined by each insurance company in accordance with its terms. In the case of cancellation of a trip, the amount of the premium paid for the cancellation insurance will not be refunded. Furthermore, the cancellation of the arrangement does not cover the cost of obtaining visas and booking services, even though the traveler has paid off the cancellation insurance. If a customer does not have paid cancellation insurance, and must cancel the trip due to the above mentioned situations, Karaka Travel Dubrovnik reserves the right to payments under the rules set out in Section 9. Other conditions are enclosed with the insurance policy.

  1. Insurance against accidents and illness, baggage insurance and health insurance of passengers during travel and stay abroad

By signing the Travel Contract, which is an integral part of these Terms and Conditions, it is considered that the traveler was offered and recommended the additional insurance mentioned in the previous paragraph. In the event of a traveler requesting the above mentioned insurance, they can be arranged directly at one of the insurers or at Karaka Travel Dubrovnik, where Karaka Travel Dubrovnik acts only as an intermediary. We recommend that you carefully review the terms of the insurance before purchasing.

  1. Trip cancellation by Karaka Travel Dubrovnik or change of travel program

If there is insufficient number of passengers, Karaka Travel Dubrovnik Ltd. reserves the right to cancel the trip no later than 5 days prior to scheduled departure. The minimum number of passengers needed to carry out each trip is specifically indicated in each program / arrangement. Karaka Travel Dubrovnik retains the right to complete and partial change of the travel program if there are exceptional circumstances that could not be anticipated or avoided before the start of the journey. Karaka Travel Dubrovnik reserves the right to change the day or hour of departure due to changes in the flight schedule or occurrence of unforeseen circumstances, as well as the right to change the direction of travel if the conditions of travel change (a change of flight, security situation in the country, etc.) without the payment of damages, and according to the applicable regulations in international traffic. Should Karaka Travel Dubrovnik cancel the trip, the passenger is entitled to the reimbursement of the total amount paid, but not to a compensation.

  1. Travel Documents

Passengers are required to have valid personal travel documents. Invalid documents, which will result in a cancellation of the travel shall not have any adverse consequences for Karaka Travel Dubrovnik, and if due to such passengers’ omission Karaka Travel Dubrovnik suffered additional damage, the customer is required to compensate the same. In case that the document is lost or stolen during the travel, the cost of issuing new documents shall be borne by the traveler. If a passenger requires for a travel visa, Karaka Travel Dubrovnik may mediate in its obtaining at a special additional fee. Karaka Dubrovnik Travel is not responsible for customs, police and other state authorities  decisions that may result of the denial of the passenger’s entry into a particular country.

  1. Foreign exchange and customs regulations

Passengers are obliged to abide by foreign and customs regulations, as well as laws and other by-laws of the Republic of Croatia and other countries which they are passing through and in which they reside. In the event of the inability to continue the trip for violation of the regulations by the passenger, all costs incurred shall be borne by the offender him/herself.

  1. Health Regulations

Travel to some countries requires mandatory vaccinations against certain diseases and the passenger is required to have certificates and vaccination documents.

  1. Luggage

Baggage transportation by airplane is determined by the airline and the baggage surplus is paid to the airline at the applicable air carrier prices. When traveling by bus the passenger can take 2 pieces of personal luggage. Travelers are required to take care of their belongings and Karaka Travel Dubrovnik is not responsible for theft or baggage damage.

  1. Complaints

Irregularities and complaints have to be presented by the traveler firstly to the on-site service provider (hotel, apartment, the tour leader, the representative of the travel organizer or the direct services contractor). In the event that the complaint can be resolved on the spot, and the passenger has not complained about the irregularities on-site, it is understood that the traveler agrees with the service and thus lost the right to later invest complaint with a request for reduction of the price or the payment of damages . Karaka Travel Dubrovnik will not consider the complaint if the traveler has not provided a copy of the written complaint filed on the spot. If there is no improvement after the objection, the passenger must ask for a confirmation that the service was not provided or not provided as agreed. The customer must submit a written complaint. The traveler is obliged to make a written complaint within 8 days after the end of the trip by e-mail to: info@karakatravel.hr or to the postal address: Karaka Travel Dubrovnik – Masarykov put 1, 20000 Dubrovnik, or personally at the branch office by handing in the written complaint to the employee of Karaka Travel Dubrovnik. If a traveler submits a written complaint after this deadline, Karaka Travel Dubrovnik is not obligated to take such notice. Karaka Travel Dubrovnik is obliged to make a written decision on the complaint within 14 days upon receipt of the complaint and may postpone the lodging of the complaint resolution for additional 14 days in order to collect the relevant information. Until the decision is taken, and no later than 14 or 28 days after the complaint has been made, the traveler irrevocably waives the mediation of any other person, arbitration of UHPA or other institutions, as well as providing information to the media. Likewise, during this time the passenger waives the right to take the matter to the court. The highest amount of compensation for the complaint can reach the amount of the advertised part of the service, and can not include the services already used, nor the total amount of the arrangement. Passenger and Karaka Travel Dubrovnik will seek to settle disputes by agreement, otherwise the jurisdiction of the court in Dubrovnik is contracted. Relevant law will be Croatian law. In the case of an agreement on the “Action system” the passenger has no right to object to the accommodation. According to the Tourism Services Act, a traveler may submit a proposal for solving a dispute before a notified body for alternative dispute resolution in accordance with the law governing alternative dispute resolution.

  1. Obligations of Karaka Travel Dubrovnik

Karaka Travel Dubrovnik is obliged to take care about providing contracted services, as well as of the choice of service providers, with sound business attire and taking care of the rights and interests in compliance with good practices in tourism. Karaka Travel Dubrovnik is obliged to provide all the contracted services for a particular arrangement / trip and provide solutions to any failure to perform a service or part of the service. Karaka Travel Dubrovnik will perform all of the above mentioned obligations from its programs fully and in the manner described, except in the case of Force Majeure or changed circumstances. If possible, Karaka Travel Dubrovnik will in such cases offer an alternative solution. Karaka Travel Dubrovnik is not obligated to provide services beyond these Terms. Karaka Travel Dubrovnik is not responsible for any possible mistakes in the publishings and will inform the contractor / passenger as soon as it is noticed.

  1. Obligations of passengers

The traveler is obliged to abide by the rules of conduct in accommodation facilities, ie means of transport and their procedures, not to disable the smooth running of the Travel Program as well as to undermine the rights of other passengers in the use of Karaka Travel Dubrovnik. If a passenger whose behavior causes damage to the service provider in the accommodation or means of transportation or prevents regular and smooth running of the tour program shall such damage immediately eliminate or compensate the injured party being obliged to cooperate with the provider of these services and Karaka Travel Dubrovnik. If the Traveler endangers the regular and uninterrupted running of the Travel Program, Karaka Travel Dubrovnik, apart from the right to compensation, has the right to cancel the trip, in which case it will be considered that the voyage was interrupted at the request of the Traveler, where Karaka Travel Dubrovnik is not required to bear the costs of returning to the place of departure. If, in the case described in the preceding paragraph of this paragraph, the Traveler is a minor or a child, the parent is obliged to accept the return of the child home or to come to his or her child at his own expense.

20.Transportation of passengers in air transport

The terms and conditions of air travel of passengers and luggage are defined by the air carrier and the Traveler is obliged to comply with them.

Booking a flight

When booking a flight, the traveler is required to give the name and surname as stated on the identification document that the traveler will use for the trip. Unless otherwise indicated, the reservation is valid for 24 hours and will automatically be canceled if the traveler has not confirmed the reservation.

Flight ticket – values and embarkation document

After the reservation is confirmed by the passenger, Karaka Travel Dubrovnik issues an airline ticket. Once issued, it is not possible to change or correct the names. Flight tickets are non-transferable documents (they can not be transferred to another person).

The specific terms of payment for flight tickets and fee for the issuance of flight tickets

The reservation of the airline ticket by the passenger is confirmed when a full payment is received, and if the payment is made within the time the reservation is active. Karaka Travel Dubrovnik as an intermediary in the sale of flight tickets is entitled to a ticket fee (TSC). This fee is 50 kn for domestic air traffic ticket, 260 kn for European destinations and 360 kn for destinations outside Europe.

Double booking / flight tickets

An air carrier reserves the right to cancel the reservation and / or the ticket purchased without prior notice, which Karaka Travel Dubrovnik is not responsible for.

Cancellation and Changes:

  1. cancellation or change made by an airline without the consent of the passenger

Airline companies in the midst of certain circumstances reserve the right to change flight schedules without prior notice. An electronic ticket is a contract between an airline and a passengers. Karaka Travel Dubrovnik acts as a sales agent for airline companies and is not responsible for changes made by airline companies.

  1. cancellation and changes required by the traveler

Cancellation and change of travel dates are subject to the terms of the reservation for the airline tickets. If Karaka Travel Dubrovnik does not specify in your offer / reservation, your airline ticket does not allow a refund of the amount of unused air / airport charges, does not allow change of the date of departure, change of departure airport and / or destination.

Refund of fees for issuing tickets (TSC) is not allowed. If you cancel your trip, and according to the terms of your ticket you are entitled to a refund, the funds will be returned to you at the approval of the airline (usually within 2 months of the day of the cancellation). Travel cancellation must be submitted in writing.

  1. no show

In case you did not get on a flight or on a check-in / check-in counter, the airline will automatically cancel all further flights associated with your ticket, and you are not entitled to any refund or to change the date of your travel.

  1. sequence of flight vouchers and their use

The flight ticket shall cease to be valid if all the vouchers have not been used in the sequence specified in the flight ticket. A flight ticket purchased by a passenger is valid for carriage from the take-off point, through agreed points of interchange or transfer points, to the landing site indicated on the ticket. The cost of a travel ticket purchased by a passenger is calculated in accordance with the conditions of the air carrier based on the entire travel indicated on the ticket. Changing the travel route leads to a change in ticket prices.

  1. complaints in case of a delay or cancellation of flight by airline company

If a passenger has a complaint about delay or cancellation of the flight, or any other reason, the passenger must contact the airline directly with the complaint. Karaka Travel Dubrovnik is in the role of a sales agent and is not authorized to handle complaints in the name of an airline company, therefore an airline company will not consider any request claimed via Karaka Travel Dubrovnik.

  1. Insurance in case of insolvency or bankruptcy of the travel organizer

In accordance with the Law on Provision of Tourism Services, in case of insolvency or bankruptcy of Karaka Travel Dubrovnik Ltd., travelers on travel and those who have paid travel advances should contact the insurer where Karaka Travel Dubrovnik has a contractual liability insurance policy and refer to the policy number listed on any travel contract.

  1. Liability insurance

According to the Law on Provision of Tourism Services, Karaka Travel Dubrovnik has an insurance contract with the insurer for liability for damages caused to the traveler by failing to fulfill their obligations, partial fulfillment or unsatisfactory fulfillment of the Travel Obligations.

  1. Protection of personal data

The traveler provides personal information voluntarily. Data are required for the process of realization of the requested service and Karaka Travel Dubrovnik will act in accordance with the Consumer Protection Act.

If the passenger concludes the insurance policy, the personal data is forwarded to the insurance company. Passenger’s personal data will be kept in the database, according to the Management’s decision on how to collect, process and store personal data. The passenger agrees that his personal data may be used for promotional offers by Karaka Travel Dubrovnik.

  1. Discounted / “action” trips

A traveler who has signed a travel agency contract as an “Action” accepts all the risks of such a trip. These trips contain uncertain facts that the Organizer can not influence, and the Contracting Authority has primarily accepted such a trip for a more favorable price so that the Contractor or Traveler is not entitled to any objection to the organizer. Karaka Travel Dubrovnik guarantees only the category of facility (according to the official category of that country) and the type of service chosen.

  1. Travels organized by other organizers / tour operators

These General Travel Terms are an integral part of the Agreement that the traveler enters with Karaka Travel Dubrovnik, or with an Authorized Travel Agent in which he applied for a travel organized by Karaka Travel Dubrovnik. For each program, the terms of the responsible organizer specified for that trip are applied. All programs in which Karaka Travel Dubrovnik acts as a broker, Karaka Travel Dubrovnik is not responsible for the implementation of travel or tourist arrangements with which the organizer is not responsible, but only mediates in the sale. All travel arrangements that Karaka Travel Dubrovnik represents as an intermediary are specifically marked, and which will be visible in such a published program and on a travel contract. In that case, the general conditions of the said responsible travel organizer apply. By signing the contract, the traveler fully accepts the program and the terms of the trip.

FINAL PROVISIONS

Instructions and booking and purchases conditions of tourist arrangements shall enter into force on January 1, 2017.

Karaka Travel Dubrovnik d.o.o., Dubrovnik 20000, Masarykov put 1, OIB: 00932894002, ID code: HR-AB-01-080919118

Business manager

SANDRA BATARELO KREŠIĆ

Tel: + 385 20 641 800

Fax: +385 1 3874 717

E-mail: info@karakatravel.hr

Working Hours: Monday to Friday from 08:00 to 16:00

Authorization of the operations manager is the management and supervision of activities, operational and administrative procedures, and the supervision of the quality and security of the service, including the supplier services.

Upon authorization of the Management, represents the Company and organizational unit.

General conditions of partner agencies

Karaka Travel Dubrovnik is an authorized agent of other travel agencies and sells their travel arrangements.

All travel arrangements organized by other agencies are subject to the terms of use of these agencies, which can be found here:

Atlas d.d. – general conditions

Elite travel d.o.o. – general conditions

BUSINESS CONTACT :

Karaka Travel Dubrovnik | Dubrovnik, Croatia

tel: 020 641 800 | e-mail: info@karakatravel.hr | www.karakatravell.hr