Terms of Service

for the travel agency “Turist”, Obala maršala Tita 17, Veli Lošinj (hereinafter referred to as: Turist Agency)

By confirming the reservation, it is understood that you are familiar with these terms, that you fully accept them, and that you agree to abide by them.

Turist Agency provides accommodation services in accordance with the published information, as well as the description and schedule confirmed in the reservation, except in cases of force majeure such as:

• natural disasters (earthquakes, floods, fires, droughts),

• wars, strikes, terrorist acts,

• restrictions imposed by the state (mobilization, travel bans), etc.

1. OFFER

Inquiries and accommodation bookings are accepted electronically, in writing, or in person at the Turist Agency office. We respond to your inquiry via email, providing details and photos of the accommodation unit for better insight.

Based on your request, we will send an offer. If we are unable to meet all of the guest's requests, we will offer the closest possible alternative, according to stated preferences.

The agency guarantees the accuracy of the displayed photos and information about the accommodation units, including prices and offer conditions. By confirming the reservation, the guest declares that they are familiar with these General Terms and fully accept them. In this way, all terms become a legal obligation for both the guest and the Agency.

In case of force majeure, if the reserved apartment cannot be used upon arrival, the Agency will offer alternative accommodation of the same or higher category, at no additional cost to the guest.

2. RESERVATION

A reservation becomes valid upon acceptance of the offer and payment of the deposit. It is also considered valid if confirmed by signing a contract, voucher, registration form, or by providing a credit card number in the case of online bookings.

The guest is responsible for all transfer fees related to the deposit payment and must provide all necessary personal details during the booking process.

The deposit amount depends on the property and the booking period. If payment is not made within the agreed period, the Agency will assume the guest has canceled the reservation, and the accommodation may be offered to another guest.

Upon receiving the payment, the Agency will send a reservation confirmation.

3. AGENCY'S RIGHT TO CHANGE OR CANCELLATION

The Agency reserves the right to alter the reservation in case of extraordinary circumstances that cannot be predicted, avoided, or removed.

In such cases, the guest will be notified, and the accommodation will be replaced with one of the same or higher category at the same price.

If a replacement is only possible with a more expensive unit (up to 10% higher), the Agency may, upon consultation with the guest, charge the difference.

If no replacement is possible, the reservation will be canceled with a full refund.

If issues arise on the day the service begins, the Agency will attempt to help the guest find alternative accommodation and will refund the paid amount if the service is not delivered.

4. GUEST'S RIGHT TO CHANGE OR CANCEL THE RESERVATION

If the guest wishes to change or cancel a reservation made at their own request, this must be done in writing (via email, post, or fax).

Changes to the reservation are considered as:

• changes in the number of people,

• changes to the start and/or end date of the service.

Such changes are possible no later than 60 days before arrival. The first change, if it does not cause additional costs, will not be charged.

If the change is not possible and the guest cancels the reservation, the cancellation terms will apply.

The following are considered reservation cancellations:

• changing the accommodation unit,

• any changes within 60 days before the start of the service,

• changes during the stay.

Private accommodation cancellation policy:
The date of receipt of the written cancellation request is considered the cancellation date, and cancellation fees are calculated accordingly:

• up to 60 days before arrival: 10% of the total accommodation price is charged, minus shipping costs,

• from 59 to 8 days before arrival: the deposit is retained,

• from 7 days before arrival or no-show: the full accommodation amount must be paid.

If the guest does not arrive at the reserved accommodation by midnight on the day of arrival and does not contact the Agency or service provider, the reservation is considered canceled. Cancellation fees are applied as above.

If the guest finds a replacement guest for the reservation, only the actual costs of the change will be charged.

In case of force majeure, the same cancellation rules apply as under normal circumstances.

5. PAYMENT METHODS / DEPOSIT PAYMENT

Bank transfer

Required information:
Full name and address of the reservation holder
Recipient:
Bank name: ERSTE & STEIERMÄRKISCHE BANK d.d.
Bank address: JADRANSKI TRG 3a, 51000 RIJEKA, CROATIA
SWIFT / BIC: ESBCHR22
Account holder: ASL - AGENCY d.o.o.
Tax ID: HR65435216902
Account holder address: OBALA MARŠALA TITA 17, 51551 VELI LOŠINJ, CROATIA
IBAN: HR1024020061100050464

Note: Additional costs for international transfers are borne by the guest. The guest must immediately send the payment confirmation via email. Otherwise, the Agency is not obliged to complete the reservation.

Credit card payment (Visa, Maestro, Mastercard)
Via Teya – a secure real-time online payment system. Cards are charged in EUR at the selling exchange rate on the day of the charge.
Differences may occur depending on the card-issuing bank’s exchange rate.

Teya usage statement:
TA Turist uses Teya for online payments. Teya is a secure system for real-time online payments using credit/debit cards and other payment methods. Teya ensures safe input and transfer of card data, confirmed by its PCI DSS certificate.

6. DESCRIPTION OF ACCOMMODATION SERVICES

Accommodation units offered by the Agency are described according to the official categorization of the relevant tourist authority and the actual condition verified by the Agency's staff.

Apartments typically include:

• bedroom,

• kitchen,

• bathroom,

• outdoor space (balcony, terrace, garden, etc.).

Included in accommodation:

• bed linen and small towels (provided in the apartment),

• basic cookware and utensils for preparing and consuming food and drinks,

• stove and refrigerator.

If anything is missing, the Agency or the host should be informed in a timely manner.

Tap water on the island of Lošinj is drinkable.

Some apartments additionally offer:

• SAT-TV,

• DVD player,

• air conditioning,

• coffee maker, toaster, microwave, kettle, etc.

Additional equipment must be requested in advance, as it is not available in all units.

Accommodation and service standards may differ from country to country and are not always comparable.

Each guest will be welcomed into a clean and tidy accommodation unit with prepared bed linen.
For stays longer than 7 days, one change of bed linen and towels per week is included.

7. PRICES

Accommodation prices depend on the property and the selected period, and are clearly indicated next to each accommodation unit.
Prices shown in foreign currencies are for informational purposes only and are based on the EUR exchange rate.
The Agency reserves the right to change prices by up to 3%, depending on exchange rate and monetary fluctuations.

Payment is made in EUR at the Agency office, according to the service provider’s price list.

Registration fee: €3.00 per person, one-time charge.

The price includes the cost of:

• electricity,

• gas,

• water.

Apartment prices are based on daily rental, while rooms are charged per person per day.

Final cleaning is not included in the base price and is charged additionally:
€20.00 to €100.00, depending on apartment size.

Each host has the right to independently set their prices.

8. TOURIST TAX

The tourist tax, as prescribed by the Law on Sojourn Tax of the Republic of Croatia, is:

• €1.00 to €2.00 per person per day (for adults),

• young people aged 12 to 18 receive a 50% discount,

• children under 12 are exempt from paying the tourist tax.

The tourist tax is charged together with the final accommodation price, unless otherwise stated, in which case it is included in the price.

9. ARRIVAL

Upon arrival, the guest checks in at the Agency or directly with the host.
Check-in to the apartment is possible after 2:00 PM on the day the service begins.
The Agency and the host are not obligated to accommodate guests before this time.

Upon arrival, the following is required:

• Personal documents for all accommodation users, for legal registration,

• If a credit card is used, it will be swiped through the POS terminal for authorization and potential charges in line with the booking terms.

After check-in, the guest will be directed to the reserved accommodation.

For certain properties, a security deposit of €100.00 may be required, which is refunded upon departure if no damage has occurred.

10. DEPARTURE

Guests must vacate the apartment by 10:00 AM on the day of departure.

Upon leaving:

• The guest must allow inspection of the accommodation unit,

• The property must be left in the same condition as upon arrival,

• The host has the right to deduct the cost of any damage from the deposit, if applicable.

If the guest does not vacate the apartment by 10:00 AM, the Agency reserves the right to charge for an additional day.

11. PARKING

Most apartments do not have private parking.
Guests use public parking spaces, which are paid (approx. €12/day), with the possibility of finding a free spot.
The Agency is not obligated to provide parking for guests.

12. AIR CONDITIONING

If the host notices that the air conditioning is running while windows are open, or if it is used while the guest is not present, they reserve the right to charge an additional €7.00 per day due to irresponsible use.

13. CLEANING

Cleaning of the accommodation is done by the host:

• On the guest’s arrival and departure day.

Additional cleaning during the stay can be arranged with the host or the Agency.

Linen change: every 7 days
Towel change: every 3 days

Final cleaning is charged additionally (€20.00–€100.00), and the guest is obliged to leave the kitchenware clean and the accommodation tidy.

14. PETS

When inquiring, the guest must specify the type, breed, and size of the pet.
Not all apartments accept pets.

Pet fee: €5.00–€25.00 per day.

Pets must not be left alone in the apartment.
Most beaches and restaurants do not allow pets.

If the guest does not declare the pet in advance, the Agency and the host have the right to cancel the reservation without a refund.

15. COMPLAINTS

Complaints must be made immediately after a problem arises.
Complaints made on the day of departure will not be considered, as they may be an attempt to reduce the price.

The aim is to resolve the issue in a timely manner and to the satisfaction of both parties.

The guest is obligated to:

• Follow the house rules of the accommodation,

• Cooperate in good faith with the service provider,

• Present personal documents for all users for legal registration (documents will be returned within 12 hours),

• Do not bring more people than stated in the reservation,

• Do not bring pets without prior notice.

If the guest violates these conditions, the Agency reserves the right to terminate the stay without refund and to charge the full amount of the booking.

The guest must also settle any outstanding charges at the Agency no later than the day before departure, if not already done.

Upon departure, the guest must allow the host to inspect the accommodation and return it in a tidy condition as it was on arrival.
Otherwise, the guest is liable for any damages or costs.

16. COMPLAINT RESOLUTION

The guest who made the booking has the right to file a complaint if the service was not provided or was provided incompletely.

Complaint procedure:

• Upon arrival, if the guest notices any irregularities, they must inform the Agency immediately.

• If the Agency cannot be contacted, the complaint must be made directly to the service provider.

The guest is required to cooperate in good faith with both the Agency and the service provider to resolve the issue.

If the guest refuses an offered solution that corresponds to the reserved service, they lose the right to future complaints, and the Agency is no longer obligated.

If the guest independently leaves the accommodation and finds other lodging without giving the Agency a chance to resolve the issue, they are not entitled to a refund or to submit a complaint—regardless of the reasons.

If the complaint cannot be resolved on-site, the guest must submit a written complaint within 8 days of returning from the trip.

The maximum compensation cannot exceed the cost of the disputed part of the service and does not include already used services or cover non-material damages.

17. PERSONAL DATA PROTECTION

The guest provides personal data voluntarily, and it is used exclusively to fulfill the requested service and for further communication with the Agency.

The Agency commits to:

• Not transferring personal data outside of Croatia or to third parties, except when necessary to provide the service (e.g., guest registration, insurance issuance),

• Not using personal data for marketing purposes without the user’s consent.

If an insurance policy is concluded (e.g., for trip cancellation, accident, illness, luggage), the personal data will be forwarded to the insurance company.

Data is stored in an internal database and processed according to management decisions and policies.

The guest gives consent for their personal data to be used for the Agency’s marketing purposes (e.g., newsletters, promotions, special offers), unless they request otherwise.

18. DISCOUNTS

In the case of simultaneous promotional campaigns, discounts cannot be combined.
Discounts do not apply to last-minute offers unless explicitly stated otherwise.

19. COURT JURISDICTION

In case of disputes that cannot be resolved amicably, the service user has the right to legal arbitration.
In such cases, the Court of Mali Lošinj has jurisdiction.

NOTICE

By paying the deposit, the guest confirms that they are familiar with these General Terms and Conditions and fully accept them.
These terms constitute a legally binding agreement for both parties—the guest and the Agency.