Terms of Service

1. INTRODUCTION

These General Terms and travel regulations are a component part of the Agreement, in other words the voucher, between company MARCO POLO TOURS d.o.o., Ivana Mazuranica 21, 52210 Rovinj, ID code: HR-B-52-130044015  (hereinafter: the Agency) and the travel contractor (hereinafter: Passenger/Costumer). These General Terms and Conditions define the conditions with which the Agency enters into a contract with the reservation holder, which differ in terms of legal liability.

The Agency provides accommodation services and information valid on the day of the reservation.

The below Terms and Conditions apply: to users and their use of our website, to the agency that provides accommodation services and to their interaction.

The Agency does not accept any responsibility for the inability of users to access the website or for any interruption on the website or for the inability of users to complete the transaction. The agency does not guarantee that the contents of the website are free of computer viruses or other actions that may cause loss or damage.

The Agency offers on its website the use of partner websites, links to partner sites etc. Your use, of the respective websites and links, is entirely at your own risk, and we do not take responsibility for the content, use or availability of these sites.

Through the website, it is possible to book accommodation in Hotels and Resorts, and in this case the client is subject to their Terms of use.

The accommodation units are described according to the official categorization from the authorized institution, and are based on the onsite assessment of the offer. Standards of accommodation and every other service are different from each other and are not comparable. The information that the client receives directly in the office does not oblige the agency any more than the information posted on the website.

 

2. BOOKING AND PAYMENTS

Inquiries and booking of accommodation can be done electronically, by mail or by phone. When booking, the customer confirms that he is familiar with the General Terms and Conditions, and that he fully accepts them. In this way, everything stated in the General Terms becomes legally binding both for the customer and for the Agency. Terms and Conditions are subject to changes, but for the customer are valid the Terms and Conditions that were in force on the day of their reservation.

When booking, the customer is required to give all the information necessary in the booking procedure. When booking, the customer is required to pay an advance in the amount of 30%, while the balance will be paid 30 days before the day of the arrival. The cost of banking money transfer is borne entirely by the customer. If the customer prefers, it is possible to pay in advance the full amount of the reservation.

We emphasize that the payment done at time of booking, does not in itself mean that the reservation is confirmed. The reservation is confirmed only when the customer receives the Confirmation of the reservation by the Agency.

The reservation can be done only by adults. It is the guest's responsibility to have valid documents (identity card, passport and/or visa). In the absence of proper documentation, the guest will not be allowed to travel. In case of passengers being refused the entrance in the country, by any immigration or other authority, all cancellation costs are to be borne by the passenger/customer.

The client is obliged to abide The House Rules in the accommodation units and to cooperate with service providers in good faith.

Only registered guests have permission to stay in the apartment. It is prohibited to bring guests in the apartment, without the prior permission of the owners.

 

3. HOW TO BOOK

The Guest can book an accommodation through our website in two ways:

• INQUIRY – through Inquiries the guests can choose more accommodation units that they are interested in. The guests are asked to write all their preferences in the Inquiry (location, parking, Wi-Fi, etc…). In this way, the Agency can suggest the accommodations that meet best the guests needs. The Agency will respond to the guest as soon as possible. As a final confirmation of the reservation it is needed to make a deposit (of 30%) and the rest is paid 30 days before the arrival. The guest can do that via bank transfer, credit card or PayPal. In both cases transfer fees are covered by the sender.
• ONLINE BOOKING – by booking online the guest agrees to the General Terms and Conditions and immediately after, he gets access to the method of payment. The amount that is required for the advance payment is clearly written on the site. The customer can pay for the advance via bank transfer, credit card or PayPal.

3.1. TERMS OF PAYMENT FOR ONLINE BOOKING

3.1.1. Payment terms and conditions

- The credit card will be charged for 100% of the total amount (or 30% + 70% 30 days before the arrival) according to the Terms accepted during the reservation.
- We accept the following credit cards: MasterCard, Maestro and Visa
- The credit card will be charged in currency shown on the Proposal/Proforma Invoice and issued Invoice.
- Your personal information, as well as your credit card details, are fully protected. Data transfer is taking place on a secured server.
- There is no possibility of a refund (except if it is specified in the Policy of Payment)
- In case that the credit card can not be charged, we reserve the right to cancel your order (reservation)
- If you have any questions, feel free to contact us at:

MARCO POLO TOURS
Head Office: I.Mazuranica 21 (pp 95), 52210 Rovinj, Hrvatska
OIB: 226313040269
Mob: +385 91 5180616
E-mail: info@marcopolo.hr

 

3.1.2. Statement on the Protection and Collection of Personal Data and their Use

The Agency provides personal data protection by collecting only basic customer information necessary to meet business obligations. Collected customer personal data is safely stored and used only for the purposes for which they were collected. 

Access to the collected personal data is restricted to the authorised employees only.

All Agency employees and business partners are responsible for respecting the principles of privacy protection.

 

3.1.3. Statement of WSPay usage

Agency uses WSPay for online payments.

WSPay is a secure online payment system, real-time payments, credit and debit cards, and other payment methods. The WSPay ensures the customer and the merchant a secure entering and transfer of the tab data entered, as well as the PCI DSS certificate that WSPay has. WSPay uses 256-bit encryption SSL certificate and TLS 1.2 cryptographic protocol as the highest degree of data protection and data security.

 

3.1.4. Statement on the Protection of Personal Data Transfer

Protection of personal data in accordance with the General Regulation on data protection of the European Parliament and Council No. 2016/679-Regulation and implementation of the General Data Protection Regulation.

WSPay as a credit card authorization and credit card performer processes personal data as a processing agent and processes personal data in accordance with the General Regulation on the Protection of Data of the European Parliament and Council No. 2016/679 and the strict rules of the PCI DSS L1 Regulations on Protection of Registrations and data transfer.

WSPay uses 256-bit encryption SSL certificate and TLS 1.2 cryptographic protocol as the highest degree of data protection and data security.

Personal data used for authorization and collection purposes, or for performance of the contract or contract obligations, are considered confidential.

WSPay does not process personal data except for the purpose of executing authorization and billing.

WSPay warrants compliance with all the terms and conditions laid down in the applicable personal data protection regulations for personal data processing executives, and in particular the taking of all necessary technical, organizational and security measures, in particular with the PCI DSS L1 Certified.

 

4. PRICE LIST

The price of accommodation includes the basic service as described in the accommodation unit.

Accommodation prices are in Euro. The Agency reserves the right to change the prices (in case of changes in the price of accommodation providers or changes in exchange rates). For customers who have paid an advance for their reservation, the agency guarantees the price of accommodation, stated in the calculation, according to which the advance was paid. If the changes occur prior to the advance payment, the Agency is required to inform the customer.

The rates listed in our offers are based on a contract basis with our partners and do not necessarily match the rates stated in the unit where the customer resides, and any difference in price cannot be subject to complaint. If in the accommodation come more people than it was indicated in the reservation, the agency has the right to deny the accommodation to the extra person(s) or accommodate the extra person(s) with extra charge.

The agency is obliged to advertise on the site, if there are any additional costs that are not included in the price and that will be charged extra (residence tax, use of air conditioning, pets, etc.). The customer acknowledges that he has read all the details about the accommodation that he has reserved, including those of the additional charges.

 

5. THE AGENCY'S RIGHT TO CHANGES OR CANCELLATION

The Agency reserves the right to change the reservation if exceptional circumstances, that cannot be predicted or avoided, occur. Booked accommodation can be substituted only after the customer has been notified. The Agency can offer to the costumer alternative accommodation of the same or higher category and at the price confirmed during the original booking, if the guest accepts it. The Agency can offer to the costumer alternative accommodation of higher category and at higher prices, if the guest accepts it.

In cases when it is not possible to substitute the accommodations, the agency reserves the right to cancel the reservation, with prior notification to the costumer, and guarantees a full refund of the amount that has already been paid. If an adequate replacement is not possible on the day of arrival, the agency will try to provide information on available accommodation even outside the agency's offer and guarantees a full refund of the amount that has already been paid.

 

6. THE CUSTOMER'S RIGHT TO CHANGES OR CANCELLATION

If the customer wishes to change or cancel a confirmed reservation, he must do so in writing (e-mail or by post).

Under the “change” it is implied the change of the number of persons or the change of check-in and/or check-out dates. If a reservation change is not possible and, if the customer cancels because of it a confirmed reservation, the cancellation terms listed below will apply.

In case of cancellation of a confirmed reservation, the cancelling expenses are the following:

 

• After the reservation and up to 30 days before the arrival of the Guests, the Agency returns 100% of the payments, minus the banking fees.
• 29-7 days before the arrival of the Guests, the Agency keeps 30% of the total amount of the reservation, plus the banking fees
• 7-1 days before the arrival of the Guests, the Agency keeps 90% of the total amount of the reservation, plus the banking fees
• If the Guests do not present themselves in the reserved accommodating unit until 22:00 (10:00 PM) on the day of the start of the stay, and they did not contact the Agency or the host, the reservation is considered cancelled and the Guest is charged 100%.

 

The Guest agrees to pay the cancellation fees that are created by cancelling the reservation.

 

 

7. INSURANCE OF CANCELLATION OF RESERVATION

If, during the booking the client predicts that, for some reason, he might cancel a reservation, the Agency recommends making a Cancellation insurance with an Insurance company. The Agency is obligated to provide all necessary documentation that the client might need and that refers to the accommodation. The Agency recommends that travellers personally read the Terms and Conditions of the chosen Insurance company.

 

8. COMPLAINTS

The customer is entitled to file a complaint if the paid service is not provided. Each reservation holder files a separate complaint.

If the guest does not make a complaint on the spot, they do not have a right to be refunded.

Furthermore, the guest is required to cooperate with agency’s representatives and the service provider in good faith in order to rectify the problem. If the guest refuses to accept the solution that is in accordance with the services paid for, the agency is not required to accept any further complaints referring to this service (if there is an appropriate alternative in the same accommodation building, the guest is required to accept it).

The maximum compensation per complaint may reach the amount of the service, and cannot include services already provided nor a refund for the whole stay. This excludes the guest's right to an ideal compensation of damages.

The agency does not accept claims related to elements that are not related to the accommodation booked (construction work on the street, cleanliness of the beach, buildings in the immediate vicinity...).

The Agency cannot be held responsible for climate conditions, cleanliness and temperature of the sea, and all other similar situations and events that are not a direct result of the accommodation unit, that may cause dissatisfaction of the guest (strikes, civil unrest, fire, flood, war, threat of war, terrorist activity, nuclear disasters...).

 

9. LEGAL NOTICE

The Agency is obliged to respect the privacy of its users and their data.

The Agency takes only the data required for booking. All user information is strictly confidential and is available only where such information is necessary to perform the job.

All agency employees and business partners are responsible for compliance with the Terms of use of this website.

If you do not agree with the Terms of use, please do not use this website.

 

10. PRIVACY POLICY

All personal information you provide to the Agency is forwarded to the relevant third person, who is the service provider of the accommodation you have booked.

We use your personal data for processing your requests and occasionally to inform you about news related to our services.

In order to always have your accurate data at the moment that you need our service or other information, please let us know if there is any change in your personal data or if you made a mistake entering the data.

If you think you do not follow these principles or you have any other remark related to our way of doing business, feel free to inform us on: info@marcopolo.hr.

11. PROTECTION OF PERSONAL DATA

The guest provides personal information voluntarily. The personal information of the guest is needed in the process of realization of the requested service and will be used for further communication with one another (e.g. letter of intent, instructions for payment, notices on realization of the service). 

The Agency agrees not to release the personal data of the beneficiary from the country or give it to a third party, except for partners participating in the realization of the contracted service (e.g. accommodation, airline, carrier).

The personal data of the users will be stored in the database, in accordance with the Agency's decision on the method of collecting, processing and storing personal data.

The Agency reserves the right to use the personal information of users of services for marketing purposes (e.g. sending notices, deals, promotions, newsletters). The user can unsubscribe at any time by using the "Unsubscribe" link at the end of each email or by sending a request to info@marcopolo.hr.

An objection to the processing of personal data for marketing purposes will not affect the contracting and / or realization of the requested service.

 

12. LIMITATION ON PERSONAL, NON-COMMERCIAL USE

This website is intended only for personal use.

Do not modify, copy, distribute, display, publish or in any other way transfer or sell any information, service or product contained on this site.

 

13. PROPERTY

The contents of this web site are the property of Travel agency MARCO POLO TOURS d.o.o. , Ivana Mazuranica 21, 52210 Rovinj, except parts of images that are not used for commercial purposes, at that on request of the author or owner will be withdrawn from site.

 

14. LIMITATION OF LIABILITY

Travel agency MARCO POLO TOURS reserves the right to change information and prices on this site without special notice.

 

15. FORBIDDEN ILLEGAL USE

By using this website, you agree that information given here will not be used for forbidden or illegal purposes or actions.

 

Contact us:

MARCO POLO TOURS d.o.o.
Ivana Mazuranica 21 (pp 95), 52210 Rovinj, Croatia

OIB/VAT: 226313040269/HR226313040269 / ID CODE: HR-B-52-130044015
Phone number (WhatsApp/Viber): +385 (0)91 5180616
E-mail: info@marcopolo.hr    /    URL: www.marcopolo.hr

Operation manager: Gordana Petrović

 

Information for the payments in EUR:

Bank: iCard AD

Adress:James Boucher Blvd. 76A, Hill Tower Building, 8th floor,

1407 Sofia, Bulgaria
SWIFT/BIC: INTFBGSF
IBAN: BG55INTF40015001641671

Note: Name of the booked accommodation unit, date of arrival and guest name

 

Information for the payments in Croatian kuna:

Bank details: Raiffeisenbank Austria d.d.
Headquarters: Zagreb, Magazinska cesta 69
SWIFT/BIC: RZBHHR2X
IBAN (payment in HRK): HR1024840081105545932