Published: 13.04.2013.

Modified: 13.04.2013.

General Terms 

These General Terms and travel regulations are a component part of the Agreement, in other words the voucher, between Travel agency Santo  (hereinafter: the Agency) and the travel contractor (hereinafter: the Traveller). All the information and terms in the program and these General Terms are binding for both the Agency and the Traveller unless otherwise determined by the Agreement. 
Offers 
The Agency ensures services according to the information published and valid at the time of the reservation confirmation, and according to the description and travel period in accordance with confirmed reservations.
Reservations and payment 
Inquires and accommodation reservations can be made via e-mail, in writing or in person at any of the Agency's branch offices as well as at the offices of our partner travel agencies. By confirming a reservation, the Traveller confirms that he/she is aware of the General Terms and conditions of the travel services and fully comprehends and accepts these terms which are binding for both the Traveller and the Agency. A deposit of 30% of the total ammount is required for  reservation. Exchange rates are calculated according exchange rate of Croatian National Bank on the day of payment.  All banking expenses, as well as any other additional expenses concerning the payment procedure, are taken by the Guest. 
Sojourn tax 
According to the Law on sojourn tax of the Republic of Croatia, the Traveller is obligated to pay the sojourn tax along with his/her accommodation payment. According to the Law on sojourn tax of the Republic of Croatia, the sojourn tax is from 2,00 to 7,00 Kuna per person per day for adults. Adolescents from the age of 12 to 18 (but not after they have turned 18) are entitled to a 50% discount, while children under the age of 12 are exempted from paying the sojourn tax. Sojourn tax can be included in the accommodation price or charged extra but this will be clear from our offer.
Rates 
The price of the service includes the basic service as described in the price list for the reserved accommodation unit. 
The service rates are stated in Euros, i.e. in Kuna for Croatian passengers. The Agency reserves the right to change the published rates. Travellers 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 Traveller 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 Traveller 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 on the travel documents (voucher), 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. 
Categorization and service description 
The offered accommodation units are described in accordance with the official categorization of the proper authority, as well as the actual state of the unit at the time of its publication. The standards of the accommodation, food, services and the like vary depending on the destination/country and are not subject to comparison. 
Obligations of the Agency 
The Agency's obligation is providing services as well as selecting the service provider while taking into consideration the rights and interests of travellers in accordance with the traditions of the tourism industry. The Agency will fulfil all the abovementioned obligations as described, except in circumstances beyond its control.
Obligations of the Traveller 
The Traveller is obligated to: 
•    have valide traveller documentation 
•    respect and abide by all customs and foreign exchange regulations of the destination country 
•    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. In the event the Traveller is unable to continue the trip as a result of being in direct violation of these regulations, the Traveller is responsible for all related expenses 
•    abide by house rules of the accommodation units as well as cooperate with the service providers in a well-intentioned manner 
If the Traveller does not follow these regulations, he/she will be held responsible for any expenses or damages. By confirming a reservation, the Traveller has agreed to compensate the service provider on the spot for any potential damages caused by his/her own negligence. 

Payment dynamics for private accommodation

30% of total is deposit to confirm the booking if not arranged otherwise. 
The rest of the ammount for the accommodation cost is to be paid  at the beginning or during of the service if not otherwise arranged.

Payment dynamics for villas

40% of total is deposit to confirm the booking if not arranged otherwise. 
The rest of the ammount is to be paid 30 days before arrival if not arranged otherwise. 

Special terms for each villa will be noted in offer and invoice issued to the Traveller. 

The Traveller's right to changes and cancellations for private accommodation

In the event the Traveller wishes to change or cancel a reservation made according to his/her request, he/she must do so in writing (via e-mail or fax). Changes constitute a change in the number of people or the names of the travellers, the date of the commencement and/or end date of the service and must be made no later than 30 days prior to the beginning date of the service in question. 
For a reservation cancelled from 30 days to 0 days prior to the beginning date of the service Agency keeps the paid deposit for the reservation  if not arranged otherwise. 

Special terms will be noted in offer and invoice issued to the Traveller. 

The Traveller's right to changes and cancellations for villas 

In the event the Traveller wishes to change or cancel a reservation made according to his/her request, he/she must do so in writing (via e-mail or fax). Changes constitute a change in the number of people or the names of the travellers, the date of the commencement and/or end date of the service and must be made no later than 75 days prior to the beginning date of the service in question. 
For a reservation cancelled from 75 days to 0 days prior to the beginning date of the service Agency keeps the paid deposit for the reservation  if not arranged otherwise. 

Special terms for each villa will be noted in offer and invoice issued to the Traveller. 

Travel insurance 

The cost of the trip does not include the travel insurance "package": insurance against accidents and illnesses that may occur during the trip, damage or loss of luggage or voluntary health insurance. When confirming the reservation online, the Traveller has accepter these General Terms and Conditions by selecting a payment method and completing the reservation confirmation process. The same applies to reservations confirmed and completed via e-mail. Should the Traveller request additional insurance, arrangements can be made directly with the insurance company. 

The Agency's right to changes and cancellations 

The Agency reserves the right to make changes of reservations in the event of circumstances which cannot be predicted, avoided or eliminated. A reserved accommodation unit can only be changed with prior notification to the Traveller for an accommodation unit of the same category or of a higher category and at the price at which the Traveller confirmed the reservation. If an adequate replacement unit is not available on the day of the commencement of the service, the Agency will make an effort to provide the Traveller with information on possible alternative arrangements which are not a part of the Agency's offer and will refund the Traveller with the full amount paid for the 

Handling/filing complaints 

If the quality of the services provided is below-standard, the Traveller can request compensation by filing a complaint in writing. Every Traveller is entitled to file a complaint if the paid services were not provided. Each traveller - reservation holder must file a complaint separately. 
The Traveller is obligated to file a complaint on the day of his/her arrival at the location of the service provider (receptionist or accommodation unit owner and the like) and to inform the Agency office in Bol either by email at info@santo.hr or by phone at     +385 (0)21 717 194 . The Traveller is obligated to cooperate with the Agency representative as well as with the service provider in a well-intentioned manner so that the cause of the complaint can be resolved. Should the Traveller accept the proposed solution which corresponds with the service rendered on the spot, the Agency is not obligated to take additional complaints into consideration. 
The Traveller and the Agency will aim to settle possible law suits in the application of this Agreement and if an agreement cannot be reached the issue will become subject to the decision of the Split Court jurisdiction, under the authority of the laws of the Republic of Croatia. 
The Agency cannot be held responsible for climate conditions, cleanliness, and the temperature of the sea, nor for other similar situations and events which can result in the dissatisfaction of travellers and are not a direct result of the accommodation unit (for example bad weather, improperly maintained beaches, crowds, lost or stolen property and the like). 

Personal information security 

The Traveller provides personal information of his/her own free will. Personal information is required for processing requested services. The same information shall be used for inter-communication. The Agency is under obligation that the personal information of the Traveller will not be taken out of the country or given to a third party except for the purpose of carrying out requested services. With the acceptance of these General Terms, the Traveller gives permission for his/her personal information to be used for promotional offers of the Agency. 

Note 

Putting down a deposit, in other words, payment in full signifies that the Traveller fully comprehends and accepts the aforementioned terms. 
These General Terms and travel regulations override all former terms and travel regulations. 

Discounts 
In the event of simultaneous offers, discounts cannot be combined. Discounts do not apply to last minute offers.