When we issue your invoice we accept your booking and a contract is made. We will provide the property of your choice and travel arrangements where required. The contract is governed by Croatian law.

The price is based on villa prices on our web site http://www.croatia-istria.com/.The price may be subject to surcharges. We will absorb the first 2% of any cost increase caused by currency fluctuations, aircraft fuel prices, over-flying charges, port and airport charges, increases in scheduled air fares and government action, but thereafter a surcharge will be made. No surcharge will be made later than 30 days before your departure date. If that surcharge amounts to more than 10% of the holiday price then you may cancel and receive a full refund of all money paid provided the cancellation is made within 14 days from the issue date printed on the surcharge invoice.

Circumstances beyond our control may cause us to alter elements of your holiday and we reserve the right to do so. However, where those changes represent a significant alteration (e.g. but not exclusively, change of flight time on departure or return by more than 12 hours, change of property, the withdrawal of a major facility) then we will offer you the choice of:
(i) Acceptance of the change
(ii) Purchase of another holiday with price adjustment
(iii) Cancellation and a full refund of all monies paid by you.

We reserve the right to cancel your holiday. Unless cancellation is due to non-payment by you, we will offer you the choice of:
(i) Purchase of another holiday with price adjustment.
(ii) A full refund of all monies paid by you and (except where cancellation is due to unusual or unforeseeable circumstances beyond our control or force majeure).
Only in these exceptional circumstances will we cancel after the final balance of the holiday price has been paid.

5.1 In providing your holiday we accept responsibility for the standards of service including the acts and/or omissions of our employees, agents, sub-contractors and suppliers (providing they were at the time acting within the scope of their employment) subject to the following provisos:
i. Our liability shall not exceed the limits provided by international conventions governing air and sea carriers from time to time.
ii. Our liability is limited to twice the total holiday price.
iii. We are not liable for matters beyond our control including inconvenience, interruption to public utilities, annoyance, nuisance or other local disturbance.
iv. We are not liable in circumstances amounting to force majeure.
v. In the event of delays in transport services by carrier companies we will not make additional arrangements but carriers normally will.
vi. You must assign to us any rights you may have against carriers, sub-contractors and other suppliers. The contractual terms of the companies that provide the transportation for your travel arrangements will apply to this contract. These may contain terms which affect your right to compensation. You may ask for copies of the relevant conditions of carriage from our offices.

5.2 If you or any member of your party suffer death, bodily injury or illness we only accept responsibility where caused by the negligent acts and/or omissions of our employees or agents, suppliers and sub-contractors, their servants and/or agents acting within the course of their employment. Our liability is limited by the aforesaid international conventions.

5.3 We will do our best to help with problems which arise with your holiday even where we cannot accept responsibility and have no legal obligation to provide help.

6.1 Once you have made a provisional reservation with us you must complete and sign a booking form. This must be signed by the first named person on the booking ('the party leader'). The party leader must be at least 18 years of age and must be authorised to make the booking on the basis of these booking conditions by all persons named on the booking. By signing the booking form the party leader confirms that he/she is so authorised and that all party members agree to be bound by the booking conditions.
6.2 The party leader is responsible for making all payments due to us. The completed signed form must be sent to us together with a non-refundable deposit of 30 % of the rental cost. A higher deposit may be required where additional terms have been imposed on us by the property owner. You will be notified of any unusual deposit conditions prior to confirmation by us of your booking. The balance of your booking must be received not less than 8 weeks prior to your arrival date at the villa. If booking within 8 weeks of arrival, the full cost of the villa must be paid at the time of booking. You may make a booking over the telephone or via e-mail jem@croatia-istria.com . Bookings received in this way are provisional and will be held for 5 days pending receipt of your completed booking form and deposit/full payment as applicable. If your booking form and payment is not received within 10 days the booking will automatically lapse.
You must pay the final balance of the holiday price not later than 8 weeks before your departure date. If you fail to pay, you will be in breach of your contract and we can cancel your holiday.
You will remain liable for the whole of the holiday price unless we are able to reduce our losses by selling the holiday elsewhere. In that case, we will make allowances for monies received on any such resale, less reasonable administrative costs, but in any event you will have forfeited your deposit.
6.3 Bookings cannot be accepted from parties of young people less than 18 years of age. We reserve the right to refuse a booking without any given reason.

Your cancellation must be in writing. If you cancel, you will remain liable to us in exactly the same manner as if you were to fail to pay the balance as set out above. It is imperative that you take out our or other insurance cover to protect you against this liability in the circumstances set out. Remember that we have contractual obligations to our suppliers, so you must be able to fulfil your commitment to us.

Where you are prevented from proceeding with your holiday you may transfer your booking to a person who satisfies all the conditions applicable to your package. There will be an administration fee of EUR 50.

If there are any problems which appear to be our responsibility then you must follow this procedure:
i. Tell our local representative, agent, property owner or supplier of service as soon as possible and see to it that our representative has a written note of the problem.
ii. If you cannot contact our local representative within a reasonable time, then telephone our office.
iii. Allow sufficient time for the representative to deal with the problem and bear in mind that this can take longer in some foreign countries. Unfortunately some problems such as those arising from the climate (water shortage, storm damage etc) are beyond our control.
Whilst we cannot be liable for these problems, we will do our best to help. The requirements of the procedure have legal force. If you do not follow the above procedure then we will rely on that failure where any subsequent complaint is made or claim brought against us. Wherever possible notify complaints or claims to us within 28 days of your return from holiday. An investigation whilst the facts are fresh may help us to achieve an early resolution.

It is your responsibility to take good care of the property and its grounds and avoid causing nuisance to others. We reserve the right to deduct costs from the security deposit to cover any damage, loss or unusual cleaning charges. If your conduct affects our relations with the property owner then we will hold you liable for losses resulting.
10.1 Properties are let fully furnished and equipped. The price for all properties includes linen, electricity, hot and cold water. Air conditioning/heating where available. Where there is a private pool, pool heating will incur an additional expense. Satellite/Cable television where available may not include access to all channels.
10.2 SECURITY DEPOSIT
A security deposit is required to cover the cost of any damages or breakages and the cost of telephone or other services that are not included in the property. The deposit will be collected on your arrival at the villa and is usually EUR 200 – EUR 300 per villa. Please ensure you have this amount of money ready when you arrive.

Premantura 127, Pula, Tel: +385 52 575 632, Fax: +385 52 575 545
e-mail: jemtrade@croatia-istria.com, http://www.croatia-istria.com/