1. GENERAL PROVISIONS

The general conditions of business are part of the contract between a travel agency Maricom tourist service that operates within Maricom d.o.o., (in further text Maricom) and the traveler who accepts the offered arrangement. By agreeing to the service (i.e., concluding a contract), the guest confirms that he is fully familiarized with these generals terms and that he will adhere to them in their entirety. Upon the conclusion of the service contract, everything stated in these general terms becomes a legal obligation for both the guest and Maricom.

2. DESCRIPTION OF ACCOMMODATION SERVICES

We advise clients to keep in mind that the standards of services and accommodation vary from country to country and are not mutually comparable. Apartments, hotels and other objects offered by Maricom are described according to the official categorization of the competent body and the information received from the service providers. Accommodation provider authorizes Maricom to make reservation contracts with the guest. Accommodation provider guarantees to welcome the guest into a clean accommodation unit and to ensure change of linen once in minimum seven days time. Unless the guest has explicitly booked an accommodation unit of particular characteristics, he or she will accept any officially registered accommodation unit in accordance with the specifications of his Voucher. The guest may enter the accommodation unit after 13.00 hours on the day of commencement of service use, and must leave the unit until 10.00 hours on the day of service termination. In case of later individual arrival into accommodation objects (after 20.00 hours), it is necessary to notify Maricom in advance, at least one day prior to the commencement of the trip. Otherwise, if the guest fails to arrive to contracted accommodation by midnight and fails to notify Maricom about the delay, the reservation is considered cancelled, and termination fee is charged.

3. PRICE OF ACCOMMODATION SERVICE

The price of every individual accommodation unit is listed in the price list displayed at the bottom of the presentation page of that specific accommodation unit. The price refers to the service in question (overnight accommodation, bed and breakfast, half-board and similar) and as a rule, applies to arrangements of seven nights or more. In cases of arrangements shorter than 4 nights, the price is increased for 30% of the amount. The price includes agency fee for finding the accommodation, consulting, giving information, making a reservation, assistance in destination and so on. The prices therefore can be different from the prices written in the accommodation and that difference can not be the subject of complaint. Additional payments for additional services (e.g., use of air-conditioning, pet accommodation, children’s bed …) are possible and are listed below the price list and paid separately. The listed prices are based on the contracts with service providers and do not need to correspond to actual prices listed in the object where the guest is accommodated, and the possible difference in the price cannot be the subject of complaint. The guest pays certain services directly to the service provider and any possible complaints about those services should be addressed directly to the service provider. Maricom withholds the right to change prices. Maricom guarantees the service at a price valid at the time booking to those guests who have already paid the advance or the total sum. If a cash deposit needs to be paid prior to use of accommodation unit, the guest will give the deposit directly to the service provider and both will sign a Deposit certificate. The deposit serves as a guarantee to the service provider that the guest will not damage the accommodation unit. Upon the completion of service, the deposit will be fully refunded, once the service provider has established that the guest is returning the accommodation unit in its original state. Deposit refund will be accompanied with mutual signing of the Deposit certificate. The guest is also obligated to pay the sojourn tax in the amount of 8,00 HRK per adult per day, and children aged 12-18 pay 50% of that amount. If the sojourn tax is not separately listed in some objects, it means it is already included in the price of accommodation. If the price of guest registration is listed, it is paid on a one-time basis and for each person.

4. ACCOMMODATION RESERVATIONS AND PAYMENTS

Maricom gives the traveler access to relevant promotion material or program in printed or electronic form, gives the traveler all relevant information about the travel, and gives or refers the traveler to general conditions which are a constitutional part of this contract. During the reservation the traveler is responsible for giving all necesary data for the reservation procedure. With the payment the reservation becomes valid, any other confirmation given in written or orally is not valid as a reservation.

Maricom receives guest enquiries about accommodation services via e-mail, telephone and fax or personally in Maricom business office, verifies information and notifies the guest about the service availability. If the guest expresses the desire to do so, Maricom makes a reservation of a certain service in a certain term on behalf the guest. After the reservation, the guest receives instructions and the payment deadline depending on the type of accommodation and the model of service payment:

Model 1) a minimum of 30% of the amount of contracted service per approved enquiry to the agency account, and the rest of the booked accommodation service is paid  directly to the agency on the day of the arrival;

Model 2) 100% of the contracted service amount per approved enquiry to the account, if the guest wishes so and the amount of the booked service is less than 400 €.

The minimum of 30% of the full amount of booked service is an advance and serves as a guarantee that the guest will use the booked service, and as damages compensation in case of cancellation or the guest failing to appear at the accommodation. By paying the amount, the guest confirms that he is familiarized with all the descriptions of the accommodation unit and terms of reservation. The guest pays the advance (30% or more) of his own free will and will not demand interests for advance payment. If the guest fails to pay the minimum of 30% of the booked service within the deadline, the reservation will be considered cancelled by the guest. The guest is obligated to provide accurate personal information to complete the reservation process. The guest accepts full responsibility for reservations and transactions conducted via webpage www.pag-tourist-service.hr . The guest pays all the costs of money transfer, i.e., banking charges. Upon receiving the advance, Maricom will send, via e-mail or fax, the Voucher with all the reservation details to the guest, and upon receiving the full amount, the guest will receive the Receipt. If there is less than 14 days left to the date of service use commencement, the guest is obligated to deliver, via e-mail of fax, a proof of payment to Maricom.

5. CHANGES AND CANCELLATIONS OF ACCOMMODATION BOOKING BY THE GUEST

If the guest wishes to change the booked service in a specific object, such as number or age of service users, service dates, type of service, etc, Maricom will verify that possibility with the service provider and inform the guest of the possible changes in the price.

If the guest wishes to cancel an already paid booking, the following termination fees apply:

30% of the booked service if the cancelation is up to 30 days prior to the commencement of service;
50% of the booked service if the cancelation is 29 to 15  days prior to the commencement of service;
80% of the booked service if the cancelation is 14 to 7 days prior to the commencement of service;
100 % of the booked service if the cancelation is within 6 days of the day of the commencement of service or if the guest does not show up on the day of service commencement or cancels the service after already using it.

The change of accommodation unit for another service provider’s accommodation unit is considered a cancellation of booked accommodation service and the listed termination fees are applicable in that case. If the guest failed to appear on the day of the service commencement, and the service provider has admitted other guests in the meantime, the guest has no basis for complaint or refund. Maricom leaves the guest with possibility of finding another guest for the booked service in case he is not able to use it. The new guest accepts all the terms of booked service and these general terms. In case of cancellation due to guest’s death, i.e., one of the service users that Maricom had registered in that capacity, or in case of death in the family (spouse, brother, sister, parent, child), Maricom will charge only the minimum termination fee (30% of the amount). The guest is obligated to deliver a proof (documents) of death and kinship of the deceased with the service user to Maricom. Termination fees listed in these general terms will be applicable for cancellation due to any other cause. All costs of refund are charged to the guest. If the guest has paid an amount lower than the amount of termination fees listed above, Maricom will send an invoice for the differential to the guest, which the guest is obligated to pay because he was familiarized with these general terms.

6. MARICOM'S RIGHT TO CHANGES AND CANCELLATION OF ACCOMMODATION SERVICE

If extraordinary or unforeseen circumstances related to booked accommodation occur prior or during the use of service (death of the service provider, bankruptcy, injunction of operation, malfunction beyond repair in the object or its vicinity …), Maricom is obligated to notify the guest in written form. If the occurring problems cannot be rectified, Maricom will offer alternative accommodation to the guest. Guest can accept or refuse the alternative accommodation within 2 days. If the new accommodation is more expensive than the previously booked accommodation, Maricom will inform the guest about the amount and the guest is obligated to pay the difference. If the new accommodation is cheaper than the previously booked accommodation, Maricom will refund the guest for the difference. If the guest accepts the alternative accommodation and the necessary payment, i.e., refund, the guest waives all claims towards Maricom based on the original reservation. Should the guest refuse or ignore the new offer, or should Maricom not have any alternative accommodation available, Maricom will fully refund the guest at Maricom’s expense. The provisions of this article are applicable only in case of unforeseen circumstances related to booked accommodation and not occurring as an act of God (war, riots, strikes, terrorist attacks, natural disasters, etc.).

7. THE RIGHT AND OBLIGATIONS OF THE GUEST

The guest is obligated to report to Maricom business office on the day of his arrival to the destination. There, he has to submit the Voucher with the service details. On the day of arrival, the guest is obligated to pay the differential for the booked service, sojourn tax and registration, if he did not pay the entire amount when booking the service. If the number or the age of service users that have arrived does not match the Voucher details or the guest unexpectedly brings a pet without a prior approval of the service provider, the service provider has the right to refuse provision of the booked service or demand additional payment. The guest is permitted to bring a pet only with previous notification and approval of the service provider. Otherwise, the provider can refuse to provide the service. If the guest wants some additional services apart from the booked service, he can make all the arrangements at Maricom business office. When the guest arrives at the accommodation unit, the unit must be clean, with clean linen, towels and toilet paper. The linen and towels are changed every seven days.  The guest may use the accommodation unit with no hindrance, but must adhere to the house rules; he must not disturb other people in the object or neighborhood and must adhere to all the laws and regulations of the republic of Croatia. Should the guest cause damage to the accommodation unit, he is obligated to fully compensate the service provider.  Should the guest fail to adhere to obligations listed above, service may be refused to such a guest, with no rights to refund or damages compensation.

8. THE OBLIGATIONS OF THE AGENCY

Maricom is obligated to ensure the realization of the booked reservation, in accordance with the positive touristic customs. In case any disagreement should arise between the guest and service provider, Maricom is obligated to help settle the disagreement to mutual satisfaction. Maricom rules out any responsibility in case of changes or failure to carry out services due to act of God.

9. TRANSFER

Guests have the possibility to order transfer services from Maricom that consists of organising assistance and transport of the the passengers and their luggage between places of offering different travel services. That especially includes relation between a travel terminal (stations and ports of land, sea, river or air travel) and accommodation facilities on arrival and/or on return, between two accommodation facilities and to/from place of any tourist service.

Maricom will accept the transfer reservation if they have their own vehicle or vehicle of other service provider available for requested time. The price depends on the distance between starting and finish place and will be shown to the customer before making the reservation. Upon acceptance of the transfer service, the guest must pay for the service in its full amount (100%). If the guest wishes to cancel the paid transfer reservation, the cancellation fee referred to in Article 5 of this Agreement is applied.

10. EXCURSION

For every excursion organized by Maricom, before signing the contracts, the following information are given to the clients: price, destination, number of meals, means of transport, itinerary, percentage of advance payment, formalities for the destination abroad such as border, visa and health formalities; the required minimum of passangers and the deadline for the traveler to be informed of the cancellation in case of insufficient number of passangers.

11. PACKAGE ASSISTANCE

For each package, Maricom signs a travel contract with the traveler defining their mandatory legal relations. Before a passenger signs a travel agreement for a package deal or any offer, Maricom will provide the traveler with the appropriate standard information from Annex I, Part A of the Tourism Services Act, and in a clear, understandable and easily visible manner give the following information : a) the main characteristics of the travel service (destination / destinations, travel plan and period of stay, dates, accommodation, number of overnight stays included, characteristics and categories of transport, departure and return date and aproximate time, excursions, meals or other services included in the total price of the package arrangement, the language in which the services will be provided, whether the trip is suitable for persons with reduced mobility etc.), b) the name of the company and the geographical address as well as telephone number and e-mail address, c) total package package price (including taxes, additional fees, and other charges d) Payment methods, including any amount or percentage of the price to be paid as an advance payment and the payment schedule of the remaining amount, or the financial guarantees that the traveler is required to pay or provide, e) the minimum number of persons required to carry out the package arrangement and the deadline the organizer may terminate the travel contract prior to the start of the package arrangement if this number is not reached; g) information that the passenger can terminate the contract at any time prior to the start of the package, with the payment of the standard contract termination fees required by Maricom; h) information about non-mandatory or mandatory insurance to cover the expense of the contract termination by the passenger or the cost of assistance, including repatriation, accident, illness or death. The pre-contractual information provided to passengers are an integral part of the travel contract in the package arrangement and can not be changed unless the contracting parties explicitly agree otherwise. Before the package tour begins, the traveler may transfer the package travel agreement to a person who fulfills all the conditions applicable to that contract if he or she notifies the organizer at least seven days prior to the start of the package arrangement. Upon conclusion of a package travel agreement, the organizer will not increase the agreed price unless the holder of the package is informed of the price increase on a permanent data carrier and at least 20 days before the start of the package, in a clear and understandable manner, with explanation of this increase and calculation. A traveler may terminate the travel contract in the package arrangement at any time prior to the start of the package arrangement. In this case, the organizer will require the traveler to pay the following standard contract termination fee:

30% of the amount of the booked service if canceled up to 30 days prior to service commencement;
50% of the amount of the booked service if canceled from 29 to 15 days prior to the start of the service;
80% of the amount of the booked service if the same is canceled from 14 to 7 days prior to the start of the service;
100 % of the amount of the reserved service if the same is canceled from 6 days to the day the service starts, as well as if the guest does not appear on the day of the beginning of the service or  discontinues the service after the commencement of service.

The organizer may terminate the travel contract in the package prior to the start of the package arrangement and fully refund all payments received for the package deal without the obligation to compensate the traveler if the number of persons registered for the package is less than the minimum number in the contract and if the organizer notifies the passenger of the termination of the contract within the deadline stipulated in the contract, but not later than 20 days prior to the start of package travel arrangements lasting more than six days, seven days prior to the start of package travel arrangements between two and six days or 48 hours prior to the start of a Package Travel Package for less than two days. The organizer may terminate the travel agreement in the package prior to the start of the package arrangement and the passenger to fully refund all payments received for the package deal without the obligation to compensate the passenger if extraordinary circumstances that could not be avoided prevent the execution of the contract and if the passenger is informed about termination without unnecessary delays before the package begins. The organizer is responsible for carrying out the travel services covered by the travel agreement in the package arrangement and in the case of insolvency guarantees for each package arrangement. The travel organizer in the package arrangement has an insurance contract with the insurer for damages caused to the traveler by failing to fulfill their obligations, partial fulfillment or unsatisfactory fulfillment of the package-related obligations. The organizer suggests and offers to every passenger an insurance for accident-related accident and illness on travel, baggage damage and loss, voluntary health insurance during time and residence abroad, travel cancellation insurance and insurance to cover the costs of assistance and return to the place of departure in case of accident and illness. Each interested passenger will be provided with information on the content of these insurance and the general terms and conditions of the insurance contract.

If a traveler has a complaint, he may provide it on the spot by the organizer's representative or in the manner described here: http://www.pag-tourist-service.hr/?ispis=staticna&id=1092&l=hr.  Also, the Center for Conciliation at the Croatian Chamber of Commerce, Zagreb, Roosevelt Square 2, mirenje@hgk.hr,  +385 1 4848 622 is an Authorized Alternative Dispute Settlement Body with which the trader is involved, and the online dispute resolution platform can be accessed by a passenger here: http://www.hgk.hr/centar-za-mirenje/o-centru-za-mirenje.

12. COMPLAINT PROCEDURES OF ACCOMMODATION SERVICE

Maricom Agency will receive complaints every day from 9:00 – 21:00 hours. Should the guest notice specific defects on the day of the arrival into the booked accommodation, he is obligated to contact Maricom and the service provider immediately and cooperate with them in good faith to remove the defects. Should the guest arrive to the accommodation unit after 21.00 hours, he can place a complaint until 12.00 hours of the following day, regardless of the day of the week. Any complaint outside the prescribed deadlines will be considered unfounded. If the defects can be removed, without affecting the quality of the service, the guest is not entitled to any further complaints. If the defects cannot be removed and they affect the quality of the service, Maricom will offer the guest alternative accommodation in the same price range and characteristics. By accepting the alternative accommodation, the guest waives the right to a refund of the paid amount for booked accommodation. If the guest fails to provide Maricom and the service provider with the opportunity to remove defects or to make an offer of the alternative accommodation and leaves the booked accommodation on his own volition, the guest is not entitled to refund and damages compensation, regardless of the validity of his complaints. If the defects cannot be removed, and Maricom fails to provide alternative accommodation, Maricom will offer the guest a refund for the unused services or accommodation in a higher price range, with the guest paying the price differential. If Maricom finds the guest’s complaint unfounded or the guest refuses alternative accommodation of similar price and characteristics, the guest may continue to use the booked service or can pay a completely new accommodation service in full amount. Should the guest continue to use the booked service, he waives rights to a refund of the booked services. If the guest decides to ask for a refund for the booked accommodation, he is not permitted to continue residing in the booked accommodation. Upon the return from holiday, and 14 days upon the termination of service at latest, the guest must submit a written complaint (e-mail to maricom@zd.t-com.hr, fax to 00385(0)23611331 or mail to MARICOM d.o.o., Vukovarska 4, 23250 Pag, Croatia) and ask for a proportional indemnity. The complaint must be substantiated with specific proof and Maricom’s affirmation from the site in written form.    Complaints filed upon the expiry of the 14-day deadline will not be considered. Maricom is obligated to issue a written decision within 14 day from receiving the complaint via the mida through which the complaint was placed (fax, e-mail, mail). Until such time Maricom issues the decision, the guest waives intermediation from any third party or judicial institution and is not permitted to give any information to the media. Otherwise, Maricom is entitled to sue for damages indemnification caused by such actions.

13. BAGGAGE AND DOCUMENTS, COMPLIANCE TO REGULATIONS

The guest is obligated to adhere to customs regulations, foreign currency regulations and other regulations. If the guest, due to failure to adhere to regulations, is unable to continue the trip, he incurs all the resulting consequences and costs. Maricom is not responsible for any of the guest’s documents or baggage. The guest is advised to pay an insurance policy for the baggage. Should the guest lose the document during his stay at the destination or the documents are stolen, the guest notifies the hotel or the object owner and the local police station. The guest is obligated to procure new documents at his own cost. The guest is obligated to make sure that his documents and baggage meet the conditions set by the regulations of the Republic of Croatia, to adhere to the house rules of the accommodation objects and cooperate with service providers in good faith. Should he fail to adhere to the obligations listed above, Maricom rejects any liability for the resulting damages. In such cases, the guest settles the damages directly with the object owner. All guests are advised, prior to booking accommodation, to make personal inquiry about Croatia and conditions that need to be fulfilled in order to travel to Croatia, bearing in mind the existing differences in regulations for citizens of different countries. Unsuitable travel documents, which might result in cancellation of the trip, are in no way obligatory for Maricom, and trip termination conditions are applied.

14. PROTECTION OF PERSONAL INFORMATION

To protect personal credit card dana when paying via T-Com Pay Way, HT Pay Way applies the most modern standards of data protection – Secure Socket Layer (SSL) protocol with 128-bit encryption and MD5 algorithm. ISO 8583 protocol ensures that data exchange between T-Com System and the authorization centers of credit card companies is done in a private network that is protected from unauthorized access by a double layer of “firewall” (firewall).

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15. INSURANCE

  a) INSURANCE IN CASE OF CANCELLATION OF RESERVATION

If, during the reservation, the traveler expects he could cancel the reservation for some reason, Maricom recommends Cancellation insurance. Cancellation insurance can't be paid afterwards, only during initial request for the travel. Insurance premium depends on the cost of the travel, and according to the price list of the insurance company Maricom has the contract with.

Maricom d.o.o. is an intermediary for making insurance policies of insurance company Allianz d. d. Terms of cancellation and other information are available in PDF format here - articles 41 - 44 on page 18 and 19.

In case the traveler does not have insurance, the Maricom has a duty to compensate the traveler according to the law of Article 5 of this contract. With the payment of insurance traveler moved all her/his rights to the insurance company that owns the cancellation insurance policy cancellation and the agency is required to provide the customer all documents necessary for the realization of customer requests. All other rights are in the insurance policy that we encourage all customers to read carefully.

       b) TRAVEL INSURANCE

The cost of travel does not include the package of travel insurance. Maricom advises their guests to pay the travel insurance: insurance against risks of accidents and diseases, travel insurance from loss or damage of luggage as well as health insurance during travel and stay abroad, and insurance to cover the costs of assistance and return of passengers to the starting place in case of accidents and illnesses.

By contracting the travel and paying, the gest confirms to have read and agreed to the terms and conditions of acommodation reservation so it is considered that the customer has been provided and recommended all types of insurance listed above.

If the customer requires insurance, it can be contracted directly with one of the insurers or on the web page of Maricom. In this case, the Maricom only acts as intermediary. We recommend that you read conditions of insurance prior to purchase. Terms and Conditions for Insurance and other information about the contents of there insurances are available in PDF format here.

        c) INSURANCE IN THE EVENT OF PAYMENT INCAPABILITY OR BANKRUPTCY OF THE TRAVEL ORGANIZER

Maricom has concluded with EUROHERC osiguranje d.d. a Contract on Insurance in Case of Insolvency or Bankruptcy of the Maricom,  where the travel service might not be performed, or for the refunding the cost of the Guest's way back to the place of departure. In case of occurrence of the insured event, the Guest should contact the Insurer as soon as possible: Euroherc osiguranje d.d., Ulica grada Vukovara 282, 10 000 Zagreb, OIB: 22694857747, telephone number: +385 (0)1 6610 555 i +385 (0)1 6610 557, e-mail: stete.zg@euroherc.hr.  Insurance policy number: 804520975. This document is valid as a Confirmation of Insurance in Case of Bankruptcy or Insolvency of the Maricom. The traveler has possibility of immediate compensation from the insurance company on the basis of this document. The conditions for the insurance of guarantees of tourist package arrangements can be seen here.

        d) LIABILITY INSURANCE

Maricom has concluded with the insurance company EUROHERC osiguranje d.d. a Liability Insurance Contract for damages caused to a guest by failure to meet obligations or by partially or inconsistently meeting obligations. In the event of insured case, the guest should as fast as possible contact the insurer: Euroherc osiguranje d.d., Ulica grada Vukovara 282, 10 000 Zagreb, OIB: 22694857747, telephone number: +385 (0)1 6610 555 i +385 (0)1 6610 557, e-mail: stete.zg@euroherc.hr. Insurance policy number: 804520973. Maricom shall inform the guest of the content of the valid Liability Insurance Contract for damages caused by Maricom to the guest by failure to meet obligations or by partially or inconsistently meeting obligations in relation to the package holiday, and by contracting the travel and paying the guest shall confirm to have been informed of the content of the stated Insurance Contract. The terms and conditions for the liability insurance of the tour package tour organizer can be seen here, and the terms and conditions for the non-contractual liability insurance here.

16. REMARKS

For any reservations the guest has booked with another tourist agency in the capacity of organizer/tour operator, and Maricom has served as an intermediary agent, general terms of responsible organizer are applied and Maricom is not responsible for the realization of tourist reservations of other organizers.

17. OTHER PROVISIONS

Maricom tourist agency and the guest agree to try to solve any possible dispute by mutual agreement, and should that prove impossible, the competent court in Pag will solve the dispute and Croatian laws will be applied.

Valid from 01.07.2018.

Maricom d.o.o.
MARICOM TOURIST SERVICE,

VUKOVARSKA 4, 23250 PAG