GENERAL TERMS AND CONDITIONS OF SERVICE
The following General Terms define the conditions under which the contracting party (hereinafter referred to as: Client) uses the services of Semper Cons d.o.o., Gospe od mira 25, Stobreč 21311, Hrvatska, VAT ID: 67534214983, represented by the executive director Duje Bilać (hereinafter referred to as: Tourist Agency).
By accessing, using, or obtaining any content or service through our website or any other means of communication, the Client assumes all obligations arising under these terms and conditions.
For all services offered through our website, the Tourist agency acts as either an intermediary or the organizer, depending on the previously addressed terms in the official offer.
TERMS OF RESERVATION AND METHOD OF PAYMENT
When reviewing the content or services on our website (www.sempercons.com), the Client has access to all relevant information regarding the selected service and is obligated to provide all information required by the reservation process.
If the Client is unable to book an accommodation that best meets his requirements on his own, the Client can contact the Tourist Agency for assistance. The enquiries are sent by mail (info@sempercons.com). Each enquiry must contain specific information on which the Tourist Agency will base its offer: the vacation period, the number of people, the preferred destination, and any other special requirements or requests of the Client. If necessary, the Client can also contact the Tourist Agency by phone, but the final enquiry must be sent in writing, exclusively by e-mail. Upon receiving the enquiry, the Tourist Agency, based on the information provided, creates and sends an official offer in response to the Client’s booking request.
By accepting these conditions, the Client confirms that he is aware that there is no single payment model for the services offered. The payment model(s) are specified for each and every service, and the Client will be informed of them in correspondence with the Tourist Agency.
Upon arrival, the Client is obliged to submit a payment confirmation for the paid service (the reservation confirmation received via e-mail) if payment is made in full before arrival.
Payment for services provided by Semper Cons Tourist Agency can be made by bank transfer to the account provided by the agency, or via Stripe.
Stripe is an external online payment platform that allows the Client to make payments with debit, rechargeable, or credit cards. It’s a safe and fast solution – payments are processed virtually instantly. It is not necessary to create a Stripe account (although recommended); all the Client needs is a valid credit, debit, or reloadable card, including Visa, Mastercard, or American Express. Stripe supports 3D Secure for any payment and meets the most stringent online security requirements. All transactions are processed via a secure server, guaranteeing the Tourist Agency’s guests maximum data protection. When selecting the credit card payment method, the invoice amount is due immediately upon conclusion of the contract. Payment by credit card is processed in cooperation with Stripe Payments Europe Ltd. Stripe reserves the right to conduct a credit assessment and to refuse this payment method if the assessment is negative.
PRICE AND COSTS OF SERVICE
Owners of certain vacation rentals have the right to require the calculation of a surcharge for additional services, such as final cleaning. The Tourist Agency has the right to ask the Client to pre-pay a security deposit that serves solely for the purpose of insuring the owner against any damage, unpaid additional services, etc., which the Client may have during their stay, but every single payment will be described in an official Invoice, issued on the day of the departure.
The Tourist Agency and the vacation rental owner will inspect the accommodation unit. If possible, the inspection will be carried out before the Client leaves the property on the day of his departure to assess the condition of the accommodation unit and, in the event of damage, determine and collect the fee. However, if this is not possible due to the Client’s early or late departure, the inspection will be performed in the Client’s absence on the day of departure, and the Client shall be obliged to pay compensation for any damages no later than one week after departure.
If the determined damage exceeds the security deposit amount, the Client is responsible for the full cost of the damage.
By confirming the reservation, the Client agrees to pay compensation for any damages on the spot.
Some services are offered but not included in the basic price and can be performed with prior notice to the Tourist Agency, subject to an additional payment to the service provider.
All prices are published in Euros, and the Tourist Agency reserves the right to change those prices. The Tourist Agency guarantees the price of the accommodation unit specified at the time of reservation. If the service provider (i.e., the Tourist Agency) reduces the price of the accommodation unit after the Client has confirmed the booking, the Client is not entitled to the new lower price.
The prices stated in the Tourist Agency’s offer are determined in accordance with the agreement between the Tourist Agency and vacation rental owners and/or service providers. Those prices do not have to correspond to the prices published in which the Client is residing, and any difference in price cannot be the subject of a complaint.
TOURIST AGENCY AND CLIENT RIGHTS AND OBLIGATIONS
All services offered by the Tourist Agency are advertised on the basis of the information received from the service provider and/or vacation rental owner, and it is the Tourist Agency’s duty to provide the Client with all relevant information about the services published.
In cases where Semper Cons Tourist Agency acts as an intermediary, the Tourist Agency ensures that the Client will be provided with all information about the services. The Semper Cons Tourist Agency is not responsible for the execution of the services and their terms and conditions.
In cases where it acts as an organizer, the duty of the Tourist Agency is to oversee the implementation of reserved services and to safeguard the rights and interests of the Client. As the organizer, the Tourist Agency will fulfill all these obligations in full, except in cases of exceptional circumstances that are unexpected, extraordinary, and unpredictable (e.g., natural disasters, death, serious illness, etc.).
The Tourist Agency must be concerned with the rights and interests of the Client in accordance with good tourism practice.
CHANGE OR CANCELLATION OF RESERVATION
In case of exceptional circumstances, the Tourist Agency reserves the right to change the reservation.
The Tourist Agency reserves the right to make changes to reservations, but only on the condition that the Client is informed in a timely manner, that the replacement reservation is of the same or higher category, and that the price of the replacement reservation corresponds to the price at which the Client confirmed the reservation.
If the paid reservation cannot be replaced, the Tourist Agency reserves the right to cancel the reservation, with prior notice to the Client, before the use of the service begins. The Tourist Agency guarantees the return of the full amount paid, where the Client has no right to claim damages from the Tourist Agency.
Any change or cancellation of a reservation can be made by the Client, only in writing, to the Tourist Agency and in accordance with the terms of the reservation change/cancellation that are presented to the Client for each individual accommodation unit/service when creating a reservation on the Tourist Agency’s website. Terms of change/cancellation may vary by individual service or accommodation unit.
If the terms of change/cancellation are not defined in the official offer for a particular individual service, then those terms are as follows:
- The date when the Tourist Agency received the written cancellation notification represents the basis for the calculation of the cancellation costs in the following way:
- Free cancellation:
- for a cancellation occurring up to 90 days before the start of using the booked accommodation, the Tourist Agency refunds the advance payment, 100 % of the total price of the accommodation booked on behalf of handling and administrative charges. The amount will be refunded to the account or card from which the Client originally paid, within 10 working days.
- solely for specially marked private accommodation properties or any other service if it is previously stated in the official offer – in accordance with the conditions applicable at the time of booking; the advance payment will be refunded to the Client at the expense of the recipient. The amount will be refunded to the account or card from which the Client originally paid, within 10 working days.
- If the reservation cannot be cancelled free of charge, the following cancellation costs apply:
- Charged cancellation:
- For a cancellation occurring from 90 to 60 days before the start of using the booked accommodation, the Tourist Agency charges 50 % of the total price of the accommodation booked on behalf of handling and administrative charges. The remaining amount will be refunded to the Client at the recipient’s expense.
- For a cancellation occurring from 60 to 0 days before the start of using the booked accommodation or other services, or after the beginning of service use, the Tourist Agency charges 100 % of the total price of the accommodation booked.
- Charged cancellation:
- Free cancellation:
If the Client does not arrive at the booked accommodation by 10:00 PM on the day of the booked service start and has not informed the Tourist Agency or the service provider of his possible delay, the booking will be considered cancelled on the day of arrival. In such a case, the cancellation costs will be charged in accordance with the above scale. The Client has no right to complain and will lose the amount paid.
If the Client, upon cancelling the booked accommodation or other booked services, finds a new user for the same booking, the Tourist Agency reserves the right to accept the new user and, in that case, charge only the costs incurred by the change in the booking parameters.
If the booking is cancelled due to the death of the Client (the holder of the booking) or of a group member or of a member of his/her immediate family (spouse, brother, sister, parent or child), the Tourist Agency will charge only the minimum cancellation fee (50%). This provision applies only if the Tourist Agency has information that this person was previously registered as a group member.
The Client must provide the Tourist Agency with a death certificate and, if necessary, a confirmation of the family relationship between the deceased and the Client (i.e., a member of the group).
LIABILITY FOR DEFICIENCIES OR DAMAGE
If the Client detects any problems (defects, damage, deficiencies, or differences from the reserved service) upon arrival, the Client shall immediately report them to the Tourist Agency to avoid misunderstandings after the reservation period has expired or during the inspection of the vacation rental.
By confirming the reservation, the Client agrees that, in the event of any defects in the paid-for and used service, the Client’s claim will be directed exclusively to the service provider/vacation rental owner, and not to the Tourist Agency. The Tourist Agency cannot, in any case, be responsible for any defects in a service provided by the service provider/vacation rental owner.
By confirming the reservation, the Client is obliged to pay all damages to the service provider/vacation rental owner on the spot if any damage occurs.
HOUSE RULES IN PRIVATE ACCOMMODATION
To ensure the Client has a pleasant stay and to prevent any misunderstandings, the Client should read the house rules for the private accommodation. When the Client confirms a reservation, it is implied that the Client is familiar with and agrees to them and will fully adhere to them. Violation of house rules can result in cancellation of the reservation, charging the full price of the accommodation regardless of the shorter stay, and damage compensation.
The following rules are prepared in accordance with the vacation rental owners’ instructions and express their will.
The Client is obliged to comply with the household rules within the accommodation unit and, upon arrival at the destination, cooperate with the vacation rental owners/Tourist Agency in accordance with the conditions of the reservation and the security conditions.
When choosing an accommodation unit and making a reservation, the Client is obliged to notify the Tourist Agency without delay of the Client’s intention to have more persons in the accommodation unit than the stated capacity. The possibility of accepting more persons than the stated capacity depends exclusively on the vacation rental owner’s municipal permit for the maximum number of guests, which does not preclude additional payment for additional persons.
The guests (all people residing in the accommodation) are required to show the host (vacation rental owner or Semper Cons Tourist Agency) each guest’s personal documents (their passport or ID and the voucher) and to pay the remaining amount of the price of their stay upon their arrival to the accommodation unit if the full amount of reservation is not previously paid, after which the host will register their stay.
The host is available to the guests during their stay for any information and assistance they may need. In case of any complaint about the quality of the accommodation, we advise guests to contact the host directly and then call the agency if the issue cannot be resolved.
The guests are responsible for the cleanliness of the apartment. The host is not required to clean, tidy up, or take out the garbage during the guest’s entire stay unless the official offer states otherwise.
The host will change the bed sheets every 7 days. The host is obligated to provide the guest with towels, first-use toilet paper, first-use hygiene products, and cleaning supplies unless the official offer states differently.
The guests are obliged to take care of their personal things and valuables left in the accommodation. The host will not be responsible for any disappearance.
The host does not have the right to enter the rented accommodation in the guests’ absence, except to stop damage or a danger from occurring in the accommodation. In this case, the host must inform the guests as soon as possible. If the host has any reason to believe that house rules are being violated, the guests must allow him to enter the accommodation to check the situation.
Pets are allowed only with the host’s permission. Bringing pets without prior announcement is prohibited; the Tourist Agency has the right to cancel the reservation in this case. The guests are responsible for any damage caused by their pets and must clean any excrement left inside and outside the accommodation, as well as in the vicinity of the accommodation and on the beach. If it was agreed that the pets stay outside the accommodation, the guests do not have the right to let them enter inside.
It is prohibited to bring any weapon, inflammable or explosive substances, or products with a strong or unpleasant smell into the apartment. Also, any cooking or electrical appliances are not allowed without the host’s agreement.
The guests are kindly asked to take care of the accommodation and its furniture, both inside and outside. The guests are not allowed to move the furniture or to transport it to another accommodation, outside, or to the beach (the kitchen chairs to the terrace, cutlery to another accommodation unit, towels or blankets to the beach, deck chairs from the swimming pool to the beach…).
When the guests leave the accommodation, they have the obligation to close the parasols, switch off the lights and electrical appliances, and turn off the gas and water. As well, guests are asked, while outside, not to leave the air-conditioning on if it is not necessary, and to close doors and windows while it is in use. It is not allowed to cool down food and drinks by leaving them under running water. It is forbidden to throw waste in the toilets or in any other place not designated for this purpose, like outside the house or in its vicinity.
It is strictly forbidden for anyone other than guests to stay inside or outside the accommodation. If any persons other than those declared at the time of reservation are present in the accommodation, the Tourist Agency has the right to cancel the reservation of all guests.
Guests who intentionally or accidentally damage the property will have to reimburse the owners the full amount of the damage. The Tourist Agency can ask the guests to leave a deposit on their day of arrival. The deposit will be refunded to the guests in full on the day of departure, provided they leave the accommodation in the same condition as they found it. Information about the deposit amount and payment can be seen on the invoice or voucher.
If the guests intend to arrive after 10:00 PM on the first day, they must inform the host to avoid the host offering their accommodation to other guests, who may assume the first guests gave up the reservation.
On the day of departure, guests must leave the accommodation no later than 10:00 AM, so the host has time to prepare it for the next guests arriving at 3:00 PM. The guests are obliged to leave the accommodation in the same condition as they found it, tidy and undamaged.
The guests are requested not to disturb the owners’ peace and other customers’ peace from 2:00 PM to 5:00 PM and from 10:00 PM to 8:00 AM.
The owners and the Tourist Agency can end reservations for guests who do not respect house rules. In this case, the guests will be charged the full amount of the reservation and deposit, regardless of the shorter stay.
When starting to use the accommodation, it is assumed that guests are familiar with the house rules and agree to their conditions and obligations. Any problem that cannot be solved on the spot with the owners or the Tourist Agency will involve the intervention of the police or the Court in Split. Complaints will be considered only if reported during the stay. Subsequent complaints will not be considered.
The guests must obey the customs, currency regulations, and laws of the Republic of Croatia;
The guests are obliged to check whether they need a visa to enter the Republic of Croatia or the transit countries. The Tourist Agency does not provide services for obtaining a visa and reserves the right to charge cancellation fees in accordance with the cancellation policy if the Client does not obtain the documents necessary to enter the Republic of Croatia;
The guests are obliged to notify the Tourist Agency of all the relevant facts that can affect the Client’s stay in the booked accommodation unit (e.g., allergies and illness of the Client, physical disability of the Client, arriving by vehicle of non-standard size, need for a bed of non-standard size, special diet conditions if the Client chooses food services, etc.);
The Clients must obey the House rules of the booked accommodation unit (House rules are available on the Tourist Agency’s website and inside the accommodation) and cooperate in good faith with the service providers.
TOURIST TAX
The sojourn tax is the Croatian Tourist Board’s income. All foreign and domestic citizens have to pay it for every overnight stay. The height of the sojourn tax depends on the destination and the length of stay.
The sojourn tax is published on the official websites of the Croatian Tourist Board, depending on the county in which the Client is currently residing.
Each Client who chooses to organize a vacation through the Tourist Agency does not need to pay the residence tax unless otherwise specified.
SUBMISSION OF COMPLAINTS
A Client who has made a reservation through the Tourist Agency, as a contracting party, has the right to file an objection.
The complaint is submitted by mail to Semper Cons d.o.o. Gospe od Mira 25, 21 311 Stobreč or by e-mail to: info@sempercons.com. The Tourist Agency is obliged to reply within 15 days of receiving the complaint.
The Client is obliged to fully cooperate with the Tourist Agency and the service provider and/or vacation rental owner when considering the objection, and to provide additional information and evidence at the request of the Tourist Agency to successfully resolve the complaint.
The Client does not have the right to refuse the reserved service on their own initiative (such as leaving the accommodation before the end of the reserved period or refusing a service reserved through the Tourist Agency). In cases of self-initiated actions, the Client waives the right to make a subsequent complaint and to request a refund.
If the Client discovers any problems during the arrival/use of the service, the Client shall submit a complaint with the Tourist Agency within 24 hours of the arrival/use of the service. If the Client does not file a complaint in accordance with the above conditions, the Tourist Agency will not consider it.
FINAL REMARKS
The Client confirms express consent to the above conditions.
If it is not possible to settle disputes between the Tourist Agency and the Client peacefully, the court in Split has jurisdiction.