1. Introductory note
These terms and conditions apply to reservations of and purchase of travel packages (hereinafter referred to as the terms and conditions) are an integral part of the contract or vouchers agreed between MM tours d.o.o. and the traveler/travel package provider (hereinafter referred to as the client) applying for a travel arrangement.
2. Applications and contracting
The Client can apply for packages organized by MM tours in MM tours office, by telephone, fax or other means of distance communication and at other authorized agents. By signing a contract, voucher or application form, or by dictating your credit card number when purchasing services through distance communication means, the Client fully accepts these Terms and Conditions which they have carefully studied.
When signing up and for the purpose of booking the selected service, the Client will pay 30% of the cost of the package (per person) unless otherwise specified in the program. The difference to the full price of the arrangement is payable no later than 21 (twenty-one) days before the start of the trip unless otherwise specified in the program (the exception being payment by installments).
3. Price and contents of the arrangement
The content of the arrangement consists of, or rather the price of the package includes, what is stated in the travel program.
Special services are services that are not included in the price of the package and therefore the traveler pays especially for them. These services should be requested at the point of booking and are an add-on cost to the price of the package. Optional and special services requested by the Client during the travel period are payable to the tour escort or travel agent representative in the currency of the country where the service is provided.
The prices of the packages are published in kuna and calculated according to the prices of services in the reference currency at the sales exchange rate of the tour organizer’s bank on a specific day. The organizer reserves the right to change the published prices in case of changes in accommodation prices, food, transport, and other services, or in case of changes in the value of the currency that are the basis for the calculation of the price of the arrangement. To increase the price of the arrangement up to 10%, no customer consent is required (the increase is calculated in all parts of the payment). In case of an increase of more than 10%, the Client is entitled to terminate the contract without obligation to compensate the damage.
4. Discounts for children and other benefits
Please pay attention to discounts for children as well as other benefits that are specifically shown in the description of the arrangement.
5. Travel documentation, categorization and service descriptions
All travel documents will be delivered to the Client no later than 5 days before departure unless specified otherwise in the program. Travel documentation includes:
1. For own transport arrangements: original voucher and eventual written notice;
2. For bus transportation arrangements: original voucher and travel program;
3. For an air transport arrangement: original voucher, travel program, and airline ticket.
The offered accommodation capacities in MM tours programs are described according to the official categorization of the country in question at the time of the issuance 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 are different and not comparable.
MM tours assumes no liability for oral or written information that is inconsistent with the description of the services and facilities in the published programs obtained by a third party.
6. Accommodation in rooms and apartments
Room allocation is determined by the accommodation reception staff. If the Client does not explicitly negotiate a particular room/apartment, they will accept any officially registered accommodation unit for each object listed in the catalog and the price list.
Accommodation in the room is most often not possible before 16:00 h the day of the beginning of the use of the service, and checkout usually takes place at 10:00 h on the day of service completion.
Arrivals after 20:00 h must be announced in advance unless otherwise indicated.
Pets are allowed in individual cases with a mandatory supplement.
7. Travel cancellation
MM tours will charge the following amounts to the Client should they cancel the travel arrangements:
• up to 30 days before departure 10% of the price of the package and at least 100 kn,
• 29 – 22 days before departure 25% of the price of the package,
• 21 – 15 days before departure 40% 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.
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. A possible different cancellation scale from the above can be found in the program and the catalog to which this scale relates.
If the Client cancels the arrangement finds a new user of the same reservation and meets all the anticipated conditions, MM tours charges only the costs caused by the change in the client.
Cancellation of all arrangements shall not be subject to the cost of obtaining visas and/or travel documents.
In the event of the Client canceling or shortening the trip due to weather conditions, MM tours will apply the above-mentioned scale, and will not accept subsequent complaints.
8. Cancellation insurance
If the Client at the time of booking the arrangement, forsees the possibility of having to cancel the arrangement due to unforeseen circumstances, and in order to avoid the associated costs of cancellation as listed in these terms and conditions, then the Client may purchase cancellation insurance.
Cancellation insurance is payable upon signing of the contract and can not be paid at a later date.
The insurance premium is calculated on the basis of the value of the travel package and according to the pricing of the insurance company
In the case of cancellation of the arrangement, the amount of the premium paid for the cancellation insurance shall not be refunded. Also, the insurance premium does not cover the cost of visas.
If the Client does not have cancellation insurance and must cancel the trip due to the above-mentioned unforeseen obstacles, MM tours reserves the right to charge the Client according to the rules stated in the part of these Instructions and the terms entitled “Travel Cancellation”. Other insurance terms are listed within the insurance policy.
9. Accident and sickness insurance, risk insurance and loss of life insurance and voluntary health insurance of persons during time and residence abroad
Travel costs do not include accident insurance and travel illness, damages and loss of luggage as well as voluntary health insurance.
By signing a travel package contract, which is an integral part of these Terms and Conditions, it is considered that Client is offered and recommended the additional insurance mentioned in the previous paragraph.
In the event that a Client requests this insurance, they can be arranged directly at one of the insurers or at MM tours, where MM tours operates only as an intermediary.
We recommend carefully studying the insurance terms before contracting the insurance policy.
10. Cancellation by MM tours or change of program
If the sufficient number of passengers has not booked the program, MM tours reserves the right to cancel the travel no later than 5 days prior to the tour start date. The minimum number of passengers required for a specific travel shall be specially marked on each program/package. MM tours also reserves the right to a full or partial change of the tour program in case of extraordinary circumstances that could not have been anticipated or avoided before the tour start date.
MM tours reserves the right to change the date or the time of the departure due to a change in the flight schedule or the onset of unanticipated circumstances, as well as the right to change the itinerary if there should be a change in travel conditions such as changed flight schedule, safety conditions in a country, (unfavorable) weather conditions and do so without compensating the Client, and according to the current regulations in the international traffic law. If the program is canceled by MM tours, the Client shall be entitled to a full refund of the amount paid, but not compensation of damages.
11. Travel Documents
Clients must have valid personal travel documents. Invalid documents leading to the cancellation of the travel shall not result in any harmful consequences for MM tours, and, if MM tours should suffer additional damages due to such an omission by a Client, the Client must compensate the damages suffered. If a travel document should be lost or stolen during travel, the costs of issuing new documents shall be borne by the Client. MM tours’s guide shall assist the Client in such a situation, taking care of the usual course of the program. If a certain travel program requires a visa, MM tours may assist in obtaining such a visa at a special additional fee. MM tours shall not be held responsible for decisions by customs or police or other state authorities banning passenger’s entry into a particular country.
12. Foreign Exchange and Customs Regulations
The client must comply with all foreign exchange and customs regulations, laws and other by-laws of the Republic of Croatia and other countries through which they travel and where they stay.
If the tour cannot be continued because a Client has violated the regulations, all incurred costs shall be borne solely by the person violating the regulations.
13. Health Regulations
Travel to some countries is conditioned by mandatory vaccination against specific diseases. When traveling to such countries, the Client must hold certificates and documents of vaccinations.
14. Baggage
In the case of bus transport, a Client may have 2 pieces of personal baggage. Clients must take care of their belongings brought on the bus and are obliged to bring them along whenever leaving the bus. Otherwise, Clients shall be responsible for theft, loss or damage of objects left unattended in the bus.
15. Complaints
We emphasize that it is in the interest of the Traveler to make sure that every complaint is enclosed in writing and the service provider will endeavor to provide the agreed service, i.e. correct the mistakes.
If no improvement is made even after the complaint, the Customer should ask for a certificate from which it is evident that the service was not provided, i.e. that it was not provided in the stipulated way. The Customer must enclose the certificate to their written complaint. The Customer is to make a written complaint no later than 7 days after the travel has ended. If the Customer should make a written complaint after the expiry of that term, MM tours is not obliged to take such a complaint into consideration. For resolving the complaints regarding services abroad, one must comply with the rule of reporting the complaint with the issue of a certificate on the spot and the deadline for submitting the complaint.
The organizer must make a written decision regarding the complaint within 14 days of receiving the complaint, and it may postpone the term for making the decision about the complaint by another 14 days on account information gathering.
The organizer shall resolve only those complaints which could not have been eliminated at the Client’s destination. While the resolution of the complaint is in process, but no longer than 14, i.e. 28 days after lodging the complaint, the Client waives the right to mediation of any other person, the arbitration by UHPA or another institution, and undertakes not to provide media with the information. In this time period, the Client also waives the right to sue. The maximum amount of compensation per complaint may reach the amount of the advertised part of services, but it may not include the services already used, or the entire package amount. The Client and MM tours shall attempt to resolve disputes amicably, and, on the contrary, they stipulate the competence of the court in Split. The competent law shall be the Croatian law.
16. Client’s obligations
The Client undertakes to personally meet the conditions anticipated by the regulations of the Republic of Croatia and the country through which or to which they travel, and to observe the house rules in the hotel and other facilities, to cooperate with the representative of the organizer and with service providers.
The Client is personally responsible for any damages caused, particularly for the damages that are the result of failure to observe the contract and these General Terms and Conditions. The Customer shall cover the incurred damages immediately at the hotel reception desk and at another place stipulated by the physical or legal entity who suffered the damages.
17. Liability insurance
Pursuant to the Tourism Act, MM tours has liability insurance for the damage for the damage caused to the traveler by failing to do so, by partial fulfillment or by unsatisfactory fulfillment of the obligations pertaining to the arrangement
Insurance company: Croatia Osiguranje policy no. 228290016821
18. Personal data protection policy
MM tours is obliged to provide personal data protection by collecting only the necessary, basic client information that is necessary for the fulfillment of our obligations; inform clients of how they use the data they collect, regularly provide client the choice of how their data is used, including the ability to decide whether or not to remove their name from the lists used for marketing campaigns. All customer information is kept securely and only accessible to employees who are required to do so as part of their work tasks. All MM tours employees and business partners are responsible for compliance with the privacy policy.
Clients of MM tours provide personal data voluntarily. Personal data of clients is needed in the process of realizing the required service and will be used for further mutual communication. MM tours undertakes not to disclose the personal data of the beneficiary from the country or to give it to a third party except the partners participating in the realization of the contracted service or if it is a legal obligation (e.g hotel, transport provider, border police).
The user’s personal information will be kept in a database in accordance with the Data Storage Policy. An objection to the processing of personal data for marketing purposes will not affect the contracting and/or realization of the requested service
19. Final provisions
These Terms and Conditions are an integral part of the agreement that the Client enters into with MM tours, or with an authorized travel agent to which he has applied for the trip organized by MM tours. Possible/foreseeable deviations from these Terms and Conditions must be indicated along with the travel program text if they are tour operators – foreign travel organizers. By signing the contract, the Client fully accepts the program and these Terms and Conditions. Issuing of these Terms and Conditions shall cease to be valid for all prior editions.
