General terms and conditions

OLIVARI d.o.o. putnička agencija / travel agency
Dubašljanska 111, 51511 Malinska - otok Krk - Hrvatska
ID CODE : HR-AB-51-040143504  MB : 1427164 OIB : 19778110320
General terms for providing accommodation services
OLIVARI d.o.o. travel agency, Dubašljanska 111, 51511 Malinska (in further text the agency) insures the accommodation service to the guest according to information available on site, and also in accordance with the period and details of the confirmed reservation, except in case of illness or death of the host or his closest family; and also the agency is not liable for force majeure conditions that cannot be anticipated or eliminated (natural disasters: earthquakes, floods, fires, droughts, wars, strikes, acts of terrorism and restrictions issued by the government: mobilization, ban to exit the country).
Inquiries and booking for accommodation are received electronically, by e-mail or in person at the agency's offices.
When booking, the guest confirms that he accepts the General Terms entirely. In other words, everything stated in the General Terms becomes legally binding both for the guest and the agency. The agency provides the guest with all the information relevant for the journey, and also recommend him to arrange  travel insurance package as well as the cancellation insurance policy in his own country. When booking, the guest is required to give all the information necessary in the booking procedure.
To confirm the booking it is necessary to pay the advance depending on the payment method. The balance must be paid at least 15 days prior to the arrival date. The guest is informed about the payment methods while confirming the reservation.

Payment can be made:
Olivari uses WSPay for online payments.
Visa, Mastercard, American Express and Maestro debit card. 
For on-line payment by credit card you need on our website  fill out the information online to send them through the security page.
WSPay is a secure system for online payments, real-time payments, credit and debit cards and other payment methods.WSPay provides customers and merchants with secure entry and transfer of entered card data, which is also confirmed by the PCI DSS certificate that WSPay has.WSPay uses an SSL certificate with 256-bit encryption and TLS 1.2 cryptographic protocol as the highest level of protection when entering and transferring data. The client is informed that the payment of the agreed price will be made by charging his credit card, whose data he voluntarily provided for this purpose, and declares that he fully agrees with this act and that he waives any request to withdraw the paid amount without the approval of the company "Olivari".

This method of payment refers exclusively to foreign clients.
If you decide to pay by bank transfer, please transfer the booking amount to foreign account.  The payers and recipients bank transfer fees should be covered entirely by the client.

Details to be entered in the bank transfer:
Holder reservation: Name and full address of the person holding the reservation
Recepient: Olivari d.o.o., Dubašljanska 111, 51511 Malinska
Bank: Erste & Steiermärkische bank dd Rijeka
IBAN: HR4624020061100524534
Purpose of payment: Accommodation under reservation no. – number of reservation
Amount EUR: (according to the calculation received)
Reference number: reservation number
Guests from Croatia can pay for their reservations with cash via general payment slip to our gyro account.
Details to be entered in the payment slip:
Payer :Name and full address of the person holding a reservation
Purpose of bank transfer: payment for reservation – number of reservation
Recepient : Olivari d.o.o., Dubašljanska 111, 51511 Malinska
Amount (Eur): (according to the calculation received)
Account no: HR4624020061100524534
Reference number: reservation number
Purpose of payment: Accommodation under reservation no. – number of reservation

Payment receipt
After we receive your payment, you will receive the deposit payment confirmation-voucher by e-mail.
According to the Croatian Law on the Residence Tax, guest pays the Residence Tax when paying for their accommodation. The amount of Residence Tax is stated on your price quotation.
The Residence Tax is defined by the law and it varies from 0,96 Eur to 1,60 Eur per person per day for adults.
Young people from the age of 12 to 18 have a 50% discount, while children under the age of 12 are exempt from paying. The final amount of the Residence Tax is determined by the destination in the Republic of Croatia and the travel period. Some town in Croatia have also ecological tax (from 0,10 € - 0,50 € per person a day) - the taxes will be in each case noted by each offer.
The price of accommodation includes the basic service that is published with all accommodation units. Additional services are not included in the price of the accommodation, therefore the guest pays for them separately. These services must be requested at the time of the booking.
The prices of the accommodation are in EUR.
The agency reserves the right to make changes to the stated prices (in case when the host changes prices of the accommodation). If the changes occur prior to the payment of the advance, the agency informs the guest about the price change. For customers who have paid an advance for their reservation, the agency guarantees the price of accommodation, stated in the price quotation according to which the advance was paid.
Should the changes of the agreed currency or if there is an increase in the fees for the certain services that affect the price of the travel, that could not be anticipated by the agency, the agency reserves the right to increase the price up to 20 days prior to the arrival. Should the price increase be higher then 8% the guest has a right to cancel the reservation. In that case guest has the right to refund of the already paid amount without the right to compensation.
If more guests than are stated on the voucher arrive to the accommodation unit, the host has the right to deny the extra customers accommodation or to accommodate all of the customers at extra charge directly made to the host.
The accommodation units are described according to the official categorization of the competent institution and based on an insight into the actual condition of the accommodation at the time of publication.The standards of accommodation and other services in individual places and countries may be different and are not comparable.The information that the guest receives at the point of sale does not bind the agency to a greater extent than the information published on the website or in the agency's printed materials.By accepting the offer, the guest confirms that he is familiar with the relevant information, descriptions and pictures of each accommodation unit that the agency sends with each offer.The link to the agency's website, possibly sent with the offer, is informative and shows the entire facility, not a single accommodation unit.Please read the description of the accommodation unit and facility in the offer.
The agency can change or cancel the reserved accommodation if extraordinary circumstances occur before or during the vacation that cannot be avoided or eliminated (item 1).The reserved accommodation can only be replaced with the guest's approval and with accommodation of the same or higher category and at the price of the accommodation at which the guest confirmed the reservation.If replacement accommodation is only possible in a higher category facility and at a price 15% higher than the price of the accommodation booked, the agency has the right to charge the difference in price with the prior approval of the guest.If the agency is not able to offer a replacement, the agency reserves the right to cancel the reservation with prior notice to the guest at least 7 days before the start of using the service, and guarantees a refund of the entire amount paid.If it is not able to offer a replacement on the day the service starts, the agency will try to provide the guest with information about accommodation that is not offered by the agency and guarantees a refund of the full amount paid.


If the guest wants to change or cancel the reservation after paying the advance payment or the entire amount, he must do so in writing (by e-mail, mail or fax).A change includes a change in the number of people or the date of the start and/or end of using the service no later than 30 days before the start of using the service.Changing the accommodation unit and any change within 30 days before the start of the reservation and during the use of the reservation is considered a cancellation of the reservation, unless the agency does not agree with it.The first change of reservation, if possible without additional costs, will be made free of charge.Acceptance of the offer / confirmation of the reservation implies automatic acceptance of these General Terms and Conditions.The guest confirms that he is aware of the agency's obligation to guarantee/guarantee occupancy to the service provider/property owner for the entire reserved period with the number of persons booked by the guest, i.e. that the agency is obligated to pay for the stay for the entire reserved period and number of persons.The accommodation unit reserved by the guest could not be offered to potential other guests in the meantime.In the event that it is not possible to change the reservation and the guest cancels the reservation for this reason, the conditions for cancellation of the reservation below apply (unless the offer expressly states otherwise).The date of receipt of the written cancellation or no-show of the guest is the basis for the calculation of cancellation costs as follows:


 The date of cancellation is considered the date of receipt of the written notice of cancellation, and costs are charged as follows:

· for cancellation of the reservation up to 30 days before the 1st day of the start of using the reserved services: 20% of the total accommodation price indicated in the offer is charged

· for cancellation of the reservation from 29 days to 22 days before the 1st day of the start of using the reserved services: 30% of the total price of the accommodation indicated in the offer is charged

· for cancellation of the reservation from 21 days to 15 days before the 1st day of the start of using the reserved services: 40% of the total accommodation price indicated in the offer is charged

· for cancellation of the reservation from 14 days to 8 days before the 1st day of the start of using the reserved services: 80% of the total price of the accommodation indicated in the offer is charged

· for cancellation of the reservation 7 days or less before the 1st day of the start of using the reserved services: 100% of the total price of the accommodation indicated in the offer is charged.


The date of receipt of the written cancellation or no-show of the guest is the basis for the calculation of cancellation costs as follows:

For cancellation of a reservation up to 30 days in private accommodation before the 1st day of the booked start of consumption of the stay. min 30% of the total price of the accommodation is retained by the agency.

For last minute payment agency takes 100% of the total price.

If the guest does not show up at the accommodation unit by midnight on the 1st day of service consumption, and does not contact or notify the agency or service provider of arrival after midnight on the 1st day of service use, the reservation is considered cancelled, and the costs are charged according to the above.If the guest contacts the agency or service provider before 24:00 (midnight) on the 1st day of using the service, the service provider is obliged to keep the reserved accommodation until 12:00 (noon) the next day or otherwise as agreed.If the incurred costs exceed the above-mentioned costs, the agency has the right to charge the actual incurred costs.The agency undertakes to write the phone number of the accommodation facility's reception and the agency's contacts on each voucher, as well as its own contact numbers.Hotels: since some hotels keep reserved accommodation units for a shorter time, we ask guests to contact us before 18:00 on the day of the reserved arrival if they assume that they will arrive at the destination after 18:00 on the 1st day of the start of using the services, this is important to us as welldue to the organization of the meal if it is a half-board - possiblyif it is possible to order a cold dinner in the room.The guest undertakes to notify the agency or hotel directly of a later arrival (arrival after 6:00 p.m.) and waives any complaints if he does not report within the specified time regarding the reservation.If, after canceling the reservation, the guest finds a new user for the same reservation (up to the number of persons confirmed by the reservation, and at the price of the accommodation indicated in the offer), the agency will charge only the actual costs of the replacement.If the guest is already staying in the facility and wants to shorten the reserved stay (leave before the reserved departure date, i.e. before the date until which the reservation was made), a refund or reduction of the bill or non-payment of the entire reserved period is possible only with the consent of the service provider and the agency.Please understand: at your request, by accepting the offer from the guest, we have blocked further sales in the confirmed period.By confirming the reservation, the guest undertakes to pay for the entire reserved period and services and agrees with the obligation of payment by the agency to the service provider for the entire period of accommodation reservation in accordance with the offer.Exceptions: shortening the duration of the reserved stay during the stay is possible without compensation only in the case of force majeure (except as stated in article 1. and a more serious illness of the guest that implies an urgent return to the place of residence, a death in the immediate family, etc. which the guest is obliged to document with an appropriate documentor confirmation) / force majeure does not include shortening the stay due to business reasons, except for the cases regulated by Article 1 in the guest's place of residence, which the guest is obliged to document.Justified shortening of the stay is also considered the case of justified complaints / significant deviation from the offer that cannot be resolved within a reasonable time on the spot - the guest undertakes to cooperate to a good extent with the service provider or the agency in removing possible objections / the agency is not responsible for possible seasonal noise inthe vicinity of the accommodation facility or events in the surrounding area or destination that cannot be influenced, and which do not fall under the category of force majeure or natural disasters.If the guest cancels the reservation on time, in accordance with the above-mentioned deadlines, the agency undertakes to return the paid funds to the account number specified by the guest, minus bank transfer costs and cancellation costs in the amount / equivalent value of EUR 15.00, as soon as possible (5 working days)., except in the case of force majeure and the exceptions mentioned above, which the guest is obliged to document - then the amount of returned funds is reduced only for bank charges.


The agency's duty is to take care, in good faith, about the implementation of services, and also about the choice of service providers, to take care of the rights and interests of the guest in accordance with good customs in tourism.

The Agency fulfills all the stated obligations in full and in the manner described, except in exceptional circumstances (point 1), when it is acted as described in point 6.


The guest is obliged to:- have valid travel documents and obtain them on time, if necessary,- comply with the customs and foreign exchange regulations of the Republic of Croatia, i.e. the country of destination and the country through which one is passing through or staying- upon arrival at the destination, the service provider should present a document about the paid service (agency voucher received by e-mail or post)- the guest must check whether he needs a visa to enter the Republic of Croatia and obtain it on time- by confirming the reservation, the guest undertakes that, if he causes any damage, he will compensate the service provider on the spot for any damage caused- comply with the house rules in the accommodation facilities, and cooperate with the service providers in good faith, in the event of a gross violation of the house rules and early leaving of the facility, at the request of the provider, the service does not exempt the guest from paying the accommodation costs for the entire reserved period, and if the providerthe service agrees that the guest is not obliged to pay for the entire reserved period, and it is a realized stay of up to 3 nights (1,2 or 3 nights), the price of the realized nights is increased by 30% (supplement for a shorter stay).- the guest will bear responsibility and costs incurred due to failure to comply with obligations.


The agency is not responsible for luggage that is destroyed, lost, damaged or stolen in the accommodation facility (it is recommended to rent a safe if there is such a possibility or pay for travel insurance that includes luggage insurance).Lost luggage or theft is reported to the accommodation provider, the agency and the competent police station.


Every passenger - holder of the contract has the right to complain about the non-performed contracted service.If the services from the offer are performed in poor quality, the traveler is obliged to report the inappropriate service immediately on the day of arrival and inform the agency about it by e-mail at or by phone at +385 (0)51 859990+385 (0)51859990. The passenger is obliged to cooperate with the service provider and the agency in good faith to eliminate the causes of the complaint.If the traveler is not satisfied with the situation on the spot, and leaves the facility and finds another accommodation on his own initiative, without giving the agency a chance to eliminate the cause of his dissatisfaction, or to find him alternative accommodation, such a traveler cannot demand a refund or file a lawsuitfor damages, regardless of whether his reasons were justified or not.Also, if the passenger accepts the proposed solution to the complaint on the spot, which corresponds to the service paid for, the agency will not consider the passenger's subsequent complaint or respond to it.If the problem has not been resolved even after the intervention of the agency, no later than 8 days after returning from vacation, the traveler is obliged to send a written complaint together with supporting documents and photos that prove the basis of the complaint to the agency by e-mail to or by post to itsaddress.The agency will consider only fully documented complaints received within 8 days after the end of the reservation.The Agency is obliged to make a written decision on this complaint within 14 days after receiving the complaint.The Agency can postpone the deadline for the resolution of the complaint due to the collection of information and verification of the allegations of the complaint with service providers for a maximum of another 14 days.The agency will handle only those complaints whose cause could not be eliminated in the place of rest.While the resolution process lasts, and in total no more than 14, or 28 days after lodging the complaint, the traveler irrevocably renounces mediation by any other person, arbitration by UHPA or another institution, as well as providing information to the media.Likewise, during this time, the passenger waives the right to sue.The highest compensation per complaint can reach the amount of the advertised part of the services, and it cannot cover already used services or the entire amount of the arrangement.The Law on Tourist Activities excludes the customer's right to compensation for ideal damage.The agency cannot be held responsible for any climatic conditions, cleanliness and temperature of the sea in the destinations, and all other similar situations and events that may cause passenger dissatisfaction and do not directly concern the quality of the booked accommodation unit (e.g. bad weather, poorly arranged beaches;excessive crowds, theft or damage to property, etc.).If the traveler has decided to make a reservation from a special LAST MINUTE offer, then the traveler accepts all the risks of such a trip.These trips contain uncertain facts that the agency cannot influence, and the traveler accepted such a trip primarily because of the cheaper price, so the traveler has no right to complain to the agency.


If the guest is not satisfied with the resolution of the complaint, he has the right to initiate court proceedings.In that case, the jurisdiction of the court in Krk is determined.The law of the Republic of Croatia is applicable.


If the user contracts accommodation services in a country outside his country of residence and that country does not have a health insurance contract with the country of residence of the user, the agency recommends that the user contracts a travel health insurance policy in the country of residence of the user.


In accordance with the Act on the provision of services in tourism, the organizer has a policy concluded with the insurer, whereby the insurer undertakes to compensate the passenger for:- the price of the trip, if travel services are absent due to the initiation of bankruptcy proceedings of the travel organizer;- the costs of returning passengers to the place of departure, which were incurred due to the initiation of bankruptcy proceedings of the tour operatorIn case of inability to pay or bankruptcy of the agency, passengers caught on the trip, as well as persons who have paid advance payments for the trip, should contact the insurer specified in the Travel Contract or other insurance document as soon as possible.


If the user of the accommodation service predicts during the reservation that he would have to cancel the booked service due to certain situations, the agency recommends paying for a cancellation insurance policy with the insurer in the user's country of residence.


By confirming the reservation / offer, i.e. by paying the advance payment or the entire amount of the arrangement, the guest fully accepts these General Terms and Conditions.


The agency undertakes not to disclose personal data obtained from the guest during the reservation or by registering the guest to the newsletter list on (name, surname, address, e-mail address, etc.) to other persons or companies, butwill eventually use them only for internal marketing purposes.The guest agrees that the agency uses his contact information (primarily e-mail address) to send special offers and newsletters.The agency undertakes, upon the request of the guest, to immediately remove his data from the newsletter list and other records.


WsPay applies the most modern standards in data protection


These General Conditions of Travel are an integral part of the Agreement that the traveler enters into with Olivari d.o.o.Expected deviations from these Terms and Conditions must be listed with the text of the travel program.By paying the advance payment or the entire amount of the reservation, the traveler fully accepts the program and conditions of the trip.Olivari agencyDubašljanska 111, 51511 Malinska, CroatiaPhone: +385 51 850 000 +385 51 850 000 Fax: +385 51 859 000 +385 51 859 000GPS coordinates: N 45°06'885' E 14°31'375'ID COD: HR-AB-51-040143504 MB : 1427164 OIB : 19778110320E-mail: olivari@volivari.comBasic capital: KN 4,800,000.00Board member: Vibor Olivari

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