SALES OFFICE INFORMATION
Gulliver Travel d.o.o.
Registered with the Court Register:
Republic of Croatia, Commercial Court in Split, Permanent Service in Dubrovnik
Register Number (MBS): 060060226
Company Identification Number (OIB): 25636115130
HEAD OFFICE
Gulliver Travel d.o.o.
Obala Stjepana Radića 25
20000 Dubrovnik
Croatia
ZAGREB OFFICE
Gulliver Travel d.o.o.
Trpinjska 9/1
10000 Zagreb
Croatia
CONTACT
T +385 1 4920701
F +385 1 4920702
zagreb@gulliver.hr
gulliver@gulliver.hr
TERMS AND CONDITIONS OF SALE
These Terms and Conditions define the ordering procedure, the payment process and the application of products and services offered through the website zagreb-excursions.hr (later in text „website“)
The website may be used for private purposes, free of charge, in accordance with the Terms and Conditions defined herein. Gulliver Travel d.o.o. is the Provider and the person filling out the electronic order, sending it to the provider via website and executing payment by credit card or debit card is the Customer. The commodity that is the object of the sale is one of the services offered on the website (transfer, excursion, tour, cruise).
ORDER PROCESS
The Customer orders the product or products by way of electronic order form. Every person ordering at least one product, providing the requested information and sending the order via webpage is considered a Customer.
All prices are final, expressed in EURO or other currencies and translated into the Croatian national currency, Croatian Kuna (Kn - HRK) according to the Croatian National Bank medium rate valid on the day of the transaction. The price stated on the webpage includes the added value tax (VAT).
The Customer is under no obligation to pay additional costs for the realization of services ordered through this webpage.
The ordering process is conducted in the following manner:
1. The Customer selects the service on the website;
2. The Customer fills out the form for the selected service, entering the information regarding the date and time of service start (transfer, excursion, tour, cruise), number of persons, possibly first and last names of these persons;
3. The system confirms the availability of the service and provides the Customer with the final overview of all the information entered before the final order confirmation;
4. The Customer confirms the order and enters the information regarding the payment card in the T-Com PayWay service for payment processing;
5. T-Com PayWay service authorizes the payment card and the result of the processing returns to Gulliver Travel website, where it is presented to the Customer.
The service which is the object of the sale is considered ordered when the Customer selects it, confirms the manner of payment and successfully finalizes the credit and/or debit card authorization process.
Upon the finalization of the ordering process, the Customer is provided with the voucher that serves as confirmation of the purchase and the payment. The voucher contains the following information, which clearly define the ordered service and the clients: voucher number, service ordered, date of service use (departure date), possible time of service use (departure time), possible date and time of service expiration, price of the service, number of customers/ passangers, possibly first and last names of customers, possible departure location.
The cancellation of the ordered service is regulated by the General Terms and Conditions.
PAYMENT
Ordered products or services are paid online, by means of one of the following credit and/or debit cards: MasterCard®, Maestro® or Visa®, American Express®, Diners® through the T-Com PayWay service. Gulliver Travel charges the Customer’s card immediately upon the executed transaction.
SERVICE APPLICATION, USE
The services contained in the order and stated on the voucher may be realized in the following manner:
The provided voucher serves as reservation and confirmation of the purchase, i.e. a ticket for the selected transfer, excursion, tour, cruise. The voucher may be used only once.
In the event that the voucher is lost, it shall be reissued at the request of the Customer, in accordance with the General Terms and Conditions. For this purpose, the Customer shall contact Gulliver Travel with the request to reissue the voucher.
CONVERSION STATEMENT
The credit card is charged in Croatian kuna (Kn). The amount of Croatian Kuna that the credit card is charged with is obtained by conversion of EURO into Croatian Kuna according to the exchange rate determined for price lists (medium rate of the Croatian National Bank). The amount that is charged on the Customer’s credit card in Croatian Kuna shall be translated into the client’s national currency by the card company applying the valid foreign exchange list of the client’s county. Thus, minor deviations from the EURO prices stated on our website are possible.
STATEMENT OF SECURITY
T-Com Pay Way service, used by the website uses the most modern data protection standards - Secure Socket Layer (SSL) protocol with 128-bit data encryption and MD5 algorithm. ISO 8583 protocol ensures that the exchange of information between the T-Com system and the authorization centers of the credit card companies is protected from by double layer firewall unauthorized access.
STATEMENT OF PERSONAL DATA PROTECTION
Gulliver Travel undertakes to protect the personal data of the Customers by collecting only the basic information about the Customers/Clients, which are necessary to fulfill our obligations; it informs the Customers about the manner in which the collected data is used, regularly provides the Customers with the option of choosing the use of their data, including the possibility to choose whether they wish their name to be removed from the list used for marketing campaigns or not. All Customer information is strictly preserved and is available only to those employees who require them to perform their jobs. All employees and business partners of Gulliver Travel are responsible for observing the principle of privacy protection.
User of the services provided by Gulliver travel shall submit his or her personal data voluntarily. User’s personal data are required in the process of providing the requested service and shall be used for further communication (e.g. letter of intent, payment instruction, notification on the provision of service). Gulliver travel shall undertake not to export the users’ personal data out of the country or transfer them to any third persons other than the partners participating in the provision of the contracted service (e.g. hotel, transportation company, border police), unless it shall be legally obliged to do so.
The personal data of users shall be stored in a database, in accordance with the Data Storage Policy. A complaint with regard to the processing of personal data for the marketing purposes shall not influence the contracting and/or provision of any requested service.
GENERAL TERMS AND CONDITIONS
Introduction
These Terms and Conditions of booking and purchase of excursion/ daytrip (hereinafter referred to as: Terms and Conditions) are an integral part of the Contract, i.e. voucher concluded by and between Gulliver Travel and the Customer / Client (hereinafter referred to as: the Customer) contracting the tourist package or excursion/ daytrip.
Booking and Contracting
The Customer may book the trip, excursion/ daytrip organized by Gulliver Travel in all Gulliver Travel offices, by telephone, fax or other means of remote communication, or with other authorized agents. By signing the contract, voucher or the booking form, i.e. by dictating the number of one's credit card, using online or offline payment when purchasing the services by means of remote communication, the Customer fully accepts these Terms and Conditions upon having studied them carefully. During the booking, and for the purpose of booking the selected service, the Customer pays 100% of the trip, excursion/ daytrip price (per person), unless otherwise stated in the program. The balance to the full price of the package, excursion/ daytrip is to be paid automatically with last booking step “payment”, unless otherwise stated in the program (payment in installments is considered an exception).
Price and Package Contents
As a rule, (unless stipulated otherwise in the tour program) the package price shall include:
- transport services,
- hotel and catering services
- entrance fee’s
- travel packages.
If mentioned in the tour/ excursion/ daytrip program, the price can also include airport fees, as well as costs of services of professional and local guides. The package price does not include (unless agreed otherwise):
- Optional (elective) excursions and visits,
- Costs of obtaining and issuing visas, if any
- Tickets for facilities to be visited.
All types of special services (other than sated in description) shall be paid by the Customer and must be ordered during booking. If a Customer asks for a special service during the tour, it shall be paid for it directly to the guide or the Agency representative, in the currency of the respective country.
Right to Price Increase and Right to Cancellation Due to Price Increase
Prices of all packages are based on the exchange rate of the Croatian kuna and foreign currencies. Gulliver Travel may ask for an increase of the agreed price in case the following occurred after the contract was entered into:
- A change of exchange rates in relation to the program publication date,
- A change of transport costs (fuel, road toll, etc.),
- A change in fees of hotels or carriers.
Gulliver Travel may inform Customers of the change in writing or verbally.
The agreed price may not be increased in the period of seven days prior to the start of the tour, save for exceptions from Paragraph 1 of this Article.
If the price increase should exceed 10% of the agreed price, the Customer may cancel the tour free of charge no later than 48 hours of receiving a written notice. If the Customer should fail to cancel the tour within the stated term either personally at the Gulliver Travel point-of-sale or in writing, it shall be deemed that they agree to the price change. The Customer undertakes to accept the price increase of up to 10%. The published prices are the result of contracts Gulliver Travel has with its partners and may not correspond to the prices stated on the location, at the destination of the Customer’s stay.
Discounts for Children and Other Benefits
Please pay attention to discounts for children and other benefits which are specified in the package description.
Travel Documents
The Customer shall be provided with all travel documents no later than 24 hours prior to departure, unless stated otherwise in the program. The travel documents shall include the following:
1. For a package with the use of own transport: the original voucher and written notices, if any,
2. For a bus package: the original voucher and the tour program,
Cancellation Policy
If a Customer should cancel the booking, Gulliver Travel shall keep the following amounts from the full package price:
Gulliver Travel shall apply the above mentioned scale and subsequent complaints shall not be acknowledged.
Insurance from Risk of Cancellation
If, during the booking of a tour, a Customer anticipates they may have to cancel the tour due to unexpected obstacles, in order to avoid the costs of the tour cancellation stated in the part of these Terms and Conditions titled “Cancellation Policy”, they can pay the insurance from the risk of cancellation. The insurance from the risk of cancellation is charged at the time of entering into the Contract and may not be paid subsequently. The insurance premium is calculated based on the value of the tour, according to the price list of the insurance company. When renting an apartment, it is obtained by dividing the rent price with the number of persons in the apartment.
An unanticipated obstacle has occurred if any of the following circumstances have taken effect:
1. Serious illness or death:
of the insured person – of their spouse,
of their child,
of their parent, brother or sister or sibling’s spouse,
adoptive child or adoptive parent;
2. Natural disaster declared as such by authorized institutions;
3. Military service.
In case the tour package is cancelled, the paid premium for insurance from the risk of cancellation shall not be refunded. Also, in case the tour is cancelled, the cost of obtaining visas shall not be refunded regardless of the Customer having the insurance from the risk of cancellation. If the Customer has not paid insurance from the risk of cancellation, and they must cancel the tour due to the stated unanticipated obstacles, Gulliver Travel reserves the right of payment according to the part of these Terms and Conditions titled “Cancellation Policy”. Other Terms and Conditions of insurance shall be enclosed with the insurance policy.
Insurance from consequences of accident and illness, insurance from risk of damage and loss of baggage and voluntary health insurance of persons during travelling and staying abroad
Tour prices do not include the insurance from the risk of accident and illness while travelling, nor do they include the insurance from the risk of damage and loss of baggage or voluntary health insurance. By signing the tour Contract, with these Terms and Conditions as its integral part, it is understood that additional insurances stated in the previous paragraph have been offered and recommended to Customers. If the Customer should request the stated insurances, these may be contracted directly with an insurer or through Gulliver Travel, whereby Gulliver Travel acts only as a mediator.
We recommend that you study the insurance terms carefully before purchasing the policies.
Cancellation by Gulliver Travel or Change of Program
If the sufficient number of passengers has not booked the program, Gulliver Travel reserves the right to cancel the travel no later than 3 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.
Gulliver Travel also reserves the right to a full or partial change of the tour, excursion/ daytrip program in case extraordinary circumstances should occur that could not have been anticipated or avoided before the tour start date. Gulliver Travel 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: the changed flight schedule, safety conditions in a country, (unfavorable) weather conditions without compensating the damages, and according to the current regulations in the international traffic.
If the tour is cancelled by Gulliver Travel, the Customer shall be entitled to the full refund of the amount paid, not including the compensation of damages.
Travel Documents
Customers must have valid personal travel documents. Invalid documents leading to the cancellation of the travel shall not result in any harmful consequences for Gulliver Travel, and, if Gulliver Travel should suffer additional damages due to such an omission by a Customer, the Customer 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 Customer. Gulliver Travel’s guide shall assist the Customer in such a situation, taking care of the normal course of the program thereby. If a certain travel requires a visa, Gulliver Travel may assist in obtaining such visa at a special additional fee. Gulliver Travel shall not be held responsible for decisions by customs or police or other state authorities banning passenger's entry into a particular country.
Foreign Exchange and Customs Regulations
Customers 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 Customer has violated the regulations, all incurred costs shall be borne solely by the person having violated the regulations.
Complaints
Complaints are submitted in a written form.
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, Gulliver Travel 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 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 Customer’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 Customer 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 Customer 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. When entering into the “Fortuna System” contract, the Customer has no right to a complaint. The Customer and Gulliver Travel shall attempt to resolve disputes amicably, and, on the contrary, they stipulate the competence of the court in Zagreb. The competent law shall be the Croatian law.
Gulliver Travel Obligations
Gulliver Travel undertakes to care about provision of services and the selection of service providers in accordance with the best business practices, and to take care of the Customers' rights and interests in compliance with the best tourism practices. Gulliver Travel undertakes to provide the Customer with all the contracted services for a particular package, and to provide answers in case of possible failure to perform services or a part of services. Gulliver Travel shall fulfill all the obligations stated in its programs fully and as described, except in the event of Force Majeure or changed circumstances. In such cases, Gulliver Travel shall offer a substitute solution if possible. Gulliver Travel is not obliged to provide services beyond these Terms and Conditions. Gulliver Travel is not responsible for possible print errors.
Customer’s Obligations
The Customer 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 hotel and other facilities, to cooperate with the representative of the organizer and with service providers. The Customer 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.
Warranty in case of insolvency or bankruptcy of the tour organizer
Pursuant to the Tourism Act, in case of insolvency or bankruptcy of Gulliver Travel, Customers caught by it while travelling, as well as persons who made down payments for a travel should contact the provider stated on the travel certificate or on another corresponding document as soon as possible. Insurance company UNIQUA, policy number 13-0000002649.
Personal Data Protection
The Customer provides personal data voluntarily. Personal data of the Customer are necessary in the process of realization of the requested service. These shall also be used for further mutual communication.
Gulliver Travel undertakes not to export the Customer’s personal data abroad, or provide any third persons with such information, except for the purposes of realization of the requested service.
The exception to providing third persons with Customer’s personal data regards the contracting of insurance for the risk of cancellation, insurance from consequences of accident and illness, insurance from risk of damage and loss of baggage and voluntary health insurance of persons during travelling and staying abroad. If the Customer should take out an insurance policy, personal data shall be forwarded to the insurance company.
Customer’s personal data shall be kept in a database, pursuant to the Decision of the Administration regarding the manner of collecting, processing and keeping personal data.
The Customers allow their personal data to be used for the purposes of Gulliver Travel marketing activities.
Final Provisions
These Terms and Conditions are an integral part of the Contract that the Customer enters into with Gulliver Travel, i.e. an authorized travel agency where they booked the trip organized by Gulliver Travel. Possible/anticipated deviations from these Terms and Conditions must be stated with the text of the tour program, if dealing with tour operators – international travel organizers. By signing the contract, the Customer fully accepts the program and these Terms and Conditions. The issue of these Terms and Conditions makes all previous versions null and void.
