Terms and conditions

1. General Terms and Conditions

General terms and conditions regarding service provision are an integral part of a contract between the company TOP Ventus d.o.o., travel agency Ventus Travel (hereinafter: Agency), and the traveler who accepts the offer. These Terms and Conditions apply to all services provided directly, or indirectly via Internet, e-mail, or phone, by the Agency.
Everything included in the General terms and conditions presents a legal obligation for both the Traveller and the Agency.


2. Categorization and service description

Accommodations and facilities we offer have been described in accordance with the official categorization set by the Republic of Croatia, applicable at the time of its publication, and based on data by the Agency.

If available, parking is free of charge and included in the room rate. If a property does not have a parking space, parking is provided at the agency parking lot and travelers will be escorted to the property.
Free wireless Internet is available in all properties. The agency shall not be held responsible for technical issues caused by the service provider.

The Agency ensures services according to the information published and valid at the time of the reservation confirmation, except in circumstances beyond our control such as the illness of the service provider or his/her immediate family, outstanding circumstances that cannot be foreseen nor eliminated (natural disasters such as earthquakes, floods, sanitary disruptions, fires, droughts, wars, strike, pandemics, terrorist actions and limitations issued by the government mobilization, country exit ban).

The average cost of electricity, water, and gas is included in the price of the accommodation as are all the sheets, towels, and other added services which are noted in the description of the reserved accommodation unit.
Check-in time is from 3 PM. Early check-in is subject to availability and should be confirmed with the Agency.
Check-out time is until 10 AM. Check-out is in the property, and check-out time should be confirmed at least a day earlier with the Agency.
The cost of early check-in/out is 75% of the room rate and should be confirmed with the Agency.


3. Rates and reservation of accommodation

The current price list is listed on www.ventustravel.eu. The Agency reserves the right to change the published rates. Possible differences in rates cannot be subject to complaints. Once the reservation is confirmed prices can not be changed unless there has been an obvious mistake or system error.
VAT is included in the rate.

Residence tax is not included in the price of accommodation. The height of the residence tax is determined by the destination in the Republic of Croatia as well as the accommodation service dates.
Pets are allowed on request and charged 15€/day per pet.

Extra beds and crib availability have to be checked and confirmed in advance. The extra bed is charged 50€/day.

Accommodation for one child under the age of 7 in an existing bed is free of charge.

Accommodation for one child under the age of 3 in a crib is free of charge.

The lost key is charged 30€ per key.

By making a reservation of accommodation, the traveler enters into a direct, legally binding, contractual relationship with the Agency.

Accommodation payments, payment terms, and cancellation options vary. They depend on property type and the price selected in the booking process. The conditions are stated in the booking process and the Agency has the right to charge accordingly. Payment will be made directly to the Agency's bank account, by credit card, or in cash as agreed with the Agency's reservation center. Payment information (e.g. bank card number, expiration date) is specially protected and will only be available to banks or credit card issuers for the purpose of authorizing payments.

An advance payment is required to confirm the reservation. The amount of the advance varies depending on the booked property, stay period, and other characteristics specific to the booking. Usually, the amount of the advance is equal to the price of the first night. The exact amount of the advance that needs to be paid to confirm the reservation will be stated when choosing accommodation and on the payment page.

The Traveler is required to provide valid credit card details or make a bank transfer to confirm the reservation. In the event that the stated credit card information is not valid or the Agency has not received the payment within the stipulated time, Agency reserves the right to cancel such reservation.

All payments will be made in HRK. If you use a credit card from a foreign issuer, the price expressed in HRK will be converted into the local currency in which the foreign issuer issues an invoice for the costs charged to the credit card. This conversion will be performed using the exchange rate agreed between the foreign issuer and the credit card user, and therefore there is a possibility of deviation of the amount for which your card will be charged from the original price listed on our website.

When booking more than 5 rooms, different policies and additional supplements may apply.


4. Traveler's right to reservation modification and cancellation

If the Traveler wants to change or cancel the reservation, he must do so in writing (email, post). If a change of reservation is not possible and the guest decides to cancel the confirmed reservation, a cancellation policy will apply. Policies differ depending on the booked property, stay period, and other characteristics specific to a particular booking. In most cases, the cancellation fee is equal to the price of the first night. The exact amount of the cancellation fee will be stated when selecting accommodation and on the payment page.


5. Agency obligations

Agency is obligated to provide the traveler with all contracted services and to take care of travelers' rights and interests in accordance with practices in tourism. All stated obligations shall be fulfilled completely and in the described manner, except in case of force majeure or unforeseen circumstances. In such a case, if possible, the Agency shall offer an alternative solution. In case the reserved accommodation can not be used, the Agency shall provide adequate alternative accommodation, of the same quality or better than the one reserved.


6. Traveler obligations

Traveler is obligated to have valid travel documents and abide by the customs and foreign exchange regulations of the Republic of Croatia. The expenses in case of loss or theft of documents are covered by the Traveller.
The traveler is obligated to obey the house rules at the accommodation.
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. Should the Traveller request additional insurance, arrangements can be made directly with the insurance company.
The cost of the trip does not include cancellation insurance. Should the Traveller, during the reservation process suspect that due to certain reasons he might cancel his trip the agency recommends the purchase of cancellation insurance.


7. Credit card payments

Website www.ventustravel.eu uses the online payment gateway WebPay (Monri Payments d.o.o.) for secure credit card payments.

Supported payment cards are: Mastercard®, Maestro® and Visa

Confidentiality of your information is protected and secured by using SSL encryption. Pages for web payment are secured by using Secure Socket Layer (SSL) protocol with 128-bit data encryption. SSL encryption is a data coding procedure for the prevention of unauthorized access during data transfer.

This enables a secure data transfer and prevents unauthorized data access during communication between the user and Monri WebPay Payment Gateway and vice versa.

Monri WebPay Payment Gateway and financial institutions exchange data by using their virtual private network (VPN) which is also protected from unauthorized access.

Monri Payments is a PCI DSS Level 1 certified payment service provider.

Credit card numbers are not stored by Merchant and are not available to unauthorized personnel


8. House rules

In order to ensure a pleasant stay all travelers shall read the House Rules and upon reservation confirmation, it is implied that you have understood all segments of the House Rules.
Travelers are responsible for personal property and valuables left in the apartments/rooms and the owner is not responsible for the subsequent loss.
Be careful not to disturb other travelers by making noise, especially in the hallway and between 2 PM – 5 PM and 10 PM – 8 AM. In case of disturb the peace of other travelers or neighbors, you will be warned and, if it continues, we will be obliged to call the security which is charged 100 €. In case of a bigger disturbance, we will be obliged to call the police and won´t be able to provide accommodation for you any further.
When leaving the apartment be sure you have closed all balcony doors and windows in case of bad weather. Switch off the lights, and all electrical appliances (TV, stove…) and turn off the taps.
Air conditioning is included in the price only if used properly – All windows and doors should be closed, and you should turn them off when you are not in the apartment. Otherwise, you will be charged an additional 10€ per day.
Persons who have not been registered may not stay at the apartment.
Any damage caused must be reported to the host or the Agency.
In case of failure to abide by the stated obligations, the traveler shall cover the expenses and be responsible for the damage caused.
If the Traveler 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.
We kindly ask you not to move any furniture from its place cause you might damage it.
Do not take inventory like towels, blankets, tables, or chairs out of the apartment.
During the summer months, please take out the garbage on a daily basis, and on the day of the departure please empty all trash, wash the dishes, and leave it in a decent state or you will be charged 50 € for extra cleaning.
The owner of the facility has the right to enter the apartment/room in exceptional circumstances, and in the absence of travelers, to prevent possible damage or danger. The owner is obligated to notify the traveler about the entry at first contact.
In the event of ignoring the house rules, the host has the right to refuse further provision of services.
For any questions, comments, suggestions, and compliments please contact our representative who is at your disposal 24/7.


9. Complaints

Each traveler–reservation holder has a right to file a complaint if the paid services were not provided. The traveler is required to immediately notify the Agency about the inadequate service and file a complaint upon arrival. The traveler is obligated to cooperate with the Agency in a well-intentioned manner so that the cause of the complaint can be resolved. If upon arrival the Traveller is not satisfied with the state of the accommodation and leaves the accommodation on his own initiative and finds another accommodation without giving the Agency a chance to resolve the issue, correct the cause of the discontent, or find another accommodation for the Traveller, the Traveller does not have a right to request a refund or make a claim for compensation, regardless of the fact that his/her reasons were justified or not. Should the traveler accept the proposed solution the Agency is no longer required to respond to complaints. If the problem is not resolved on the spot, the Traveller is obligated to submit a written complaint along with supporting documents as well as any photographs to support the complaint to the agency by e-mail at info@ventustravel.eu or by postal mail no later than 14 days following the return of the traveler from the trip. The agency will take into consideration only those claims whose cause could not be resolved on the spot.


10. Privacy

Agency recognizes and respects your right to data confidentiality and commits itself to preserve the security of data collected through the website https://www.ventustravel.eu.
We will collect, process, and store your personal data in accordance with the EU's General Data Protection Act - GDPR.
When booking accommodation, transfer, or other services offered by the Agency, personal information of the reservation holder - name, address, contact telephone, and e-mail addresses will be necessary.
Payment information is particularly protected and will only be available to banks or credit card companies with the purpose of payment authorization.
Contact information, such as your name and e-mail address, is necessary when you want to use the services of receiving promotional materials from the Agency. Promotional materials include information about services, special offers, and newsletters.
The service can be disabled at any time by activating the "Logout" link at the end of an email or by sending a delete request from the digital marketing list at info@ventustravel.eu.


11. Court jurisdiction

These General Terms and Conditions are an integral part of a Contract concluded between the Traveller and the Agency. Both parties agree that the Zagreb Court shall have jurisdiction over any dispute which may arise, and the Croatian laws shall be applied.