General terms and conditionsfor providing accommodation services

• reservations and payment
• rates
• modification and cancellation of the reservation
• service provider\'s and service user\'s main obligations
• disclaimer

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IN SHORT:

1.      Deposit of 20% from total price is NON REFUNDABLE. The total amount includes VAT or Sojourn tax.

2.      After confirming a reservation (by email offer or by telephone) the Guest is considered familiarized with these General Terms and Conditions for Providing Accommodation Services and entirely compliant therewith. By term confirmation is considered: online booking, click on the button I accept in email quote (offer), if the payment is already done and/or confirmed SMS (mobile text message) after telephone reservation.

3.      The accommodation rates are quoted in the Euro. By sending us the Credit card authorisation Form, we are given authorization to charge the deposit 20% of total price amount + 10% VAT tax marked up on the deposit amount. By using our offline credit card payment, the amount your credit card account will be charged for is obtained through the conversion of the price in Euro into Croatian kuna according to the current exchange rate of the Raiffeisenbank Austria d.d.

4.      If the Agency does not receive payment or proof of payment within deadline agreed, the reservation is automatically deemed null and void, and the date requested is available for reservation by other guests. All terms of payment are stated prior to reservation. The agency is not responsible for the possible problems with payment due to a wrong interpretatrion of the terms of payment. The Agency reserves the right to retain or charge reservation fee if the Guest should cancel a confirmed reservation in the amounts as follows in these cancellation rules:

·          1 day prior to service commencement, cancellation on the day of service commencement or in case of no-show before midnight the reservation is considered canceled – 100%

·          2-8 days prior to the service commencement – 60% of the reservation value

·          9-14 day prior to the service commencement – 30% of the reservation value

·          15 or more days prior to the service commencement – 20% of the reservation value

5.      Upon payment, the Guest will be issued a voucher via e-mail that is valid final confirmation of reservation and payment. The Guest is to print out a copy of the voucher and present it to the accommodation owner upon arrival.

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Article 1.
pekas.info is a registered on-line tourist agency, (hereinafter: the Agency) from Zagreb providing tourist services and accommodation in the city of Zagreb as well as other destinations in Croatia and the world. Services are listed and sold on-line, through other media and partner agencies. The Agency provides accommodation services for the City of Zagreb and the Zagreb County, as per information posted on the internet page www.pekas.info, and per description and dates stated in the confirmed reservation, except in cases of force majeur, as set forth in Article 3. of these Terms and Conditions.

Article 2.
These General Terms and Conditions stipulate the rights and responsibilities of the Agency and the Guest in all their mutual dealings. After confirming a reservation (by email offer or by telephone) the Guest is considered familiarized with these General Terms and Conditions for Providing Accommodation Services and entirely compliant therewith.

Article 3.
These Terms and Conditions apply at all times except in circumstances of force majeur defined as, but not limited to, the following: earthquake, flood, fire, draught, mobilization, injunction against leaving the country, death or incapacitation of the Agency representative or the Customer or their immediate family, strike, acts of terrorism etc.

Reservations and payment

Article 4.
Reservations and inquiries are registered on-line or by phone. The bearer of the reservation is the person providing their personal information required for the completion of the process of the on-line reservation. The Guest is (also) obliged to provide to the Agency accurate personal information required for the completion of the process of reservation.

Article 5.
Bookings are made on-line with the option to reserve desired accommodation with an instant on-screen display of availability, enabling the Customer to make an instant reservation and payment using the on-line form on www.pekas.info internet page.

Reservations and deposit payments by the Customer are expected to be made within period shown in email reservation or in email offer.

Bookings can be made also by inquiry in situations when agency does not have availability information of the accommodation unit displayed on the web page or if there is some specific kind of inquiry (groups...).

Article 6.
During the completion of the reservation the Guest is informed of the model of deposit payment which can be the full amount of the reservation or 20% of the total amount of reservation as minimum non-refundable deposit with the remaining amount payable directly to the accommodation owner upon arrival.

Article 7.
The Guest is to comply with all directions and deadlines stated during the process of reservation. The reservation is deemed confirmed upon the receipt of the minimum payment required. The Guest will be notified of the receipt of payment via an on-line reservation confirmation or/and Voucher. In situation of telephone reservation, the guest will receive mobile text message (SMS) as reservation confirmation and must agree by replying on it.

Article 8.
Payments can be made in Croatia or from abroad using the following payment methods:

• By credit cards (Mastercard, Visa, American Express and Diners)
• By bank transfer

If the Agency does not receive payment or proof of payment within deadline agreed, the reservation is automatically deemed null and void, and the date requested is available for reservation by other guests. All terms of payment are stated prior to reservation. The agency is not responsible for the possible problems with payment due to a wrong interpretatrion of the terms of payment.

Article 9.
Upon payment, the Guest will be issued a voucher via e-mail that is valid final confirmation of reservation and payment. The Guest is to print out a copy of the voucher and present it to the accommodation owner upon arrival.

Rates

Article 10.
As stipulated in the Temporary Stay Surcharge Law of the Republic of Croatia, (hereinafter: The Surcharge), the Guest is liable for the payment of the Surcharge along with the price of accommodation. The Surcharge is included in the price of accommodation or is stated separately, subject to the accommodation owner\'s terms of service, in accordance with the laws currently in force in the Republic of Croatia. The Surcharge is charged as follows:

• Adults.................................7 kuna per day
• Teens (12-18)........................50% discount
• Children (0-12).......................free of charge

Article 11.
The accommodation rates are quoted in the Euro. By sending us the Credit card authorisation Form, we are given authorization to charge the deposit 20% of total price amount + 10% VAT tax marked up on the deposit amount. By using our offline credit card payment, the amount your credit card account will be charged for is obtained through the conversion of the price in Euro into Croatian kuna according to the current exchange rate of the Raiffeisenbank Austria d.d.

When charging your credit card, the same amount is converted into your local currency according to the exchange rate of credit card associations. As a result of this conversion there is a possibility of a slight difference from the original price stated in our web site.

Article 12.
The Agency reserves the right to change the rates stated, (when a change in accommodation rates occurs due to the accommodation owner\'s decision or due to the modification in exchange rates). If the deposit or the full amount has already been paid by the Guest for the reservation the Agency will not effect the rate change. If the rate change occurs prior to the payment of the deposit, the Agency is obliged to inform the Guest of the rate change.

Modification and cancellation of the reservation

Article 13.
In accordance with Article 3 of these General Terms and Conditions, the Agency reserves the right to modify or cancel reservations due to unforeseen circumstances, i.e. force majeur, or due to the occurrence of a technical fault on the part of the Agency. In such circumstances the Guest is entitled to a full refund. Subject to the cause of the modification or cancellation of the reservation, the Agency will first attempt to secure alternative accommodation for the Guest of similar or higher standard to the accommodation reserved.

Article 14.
If the Guest should wish to modify or cancel the reservation, they must do so in writing, (via e-mail). Subject to existing reservations, the Agency will grant the modification only where possible.

The following constitutes a modification in reservation: change in the number of persons in the party, change of the accommodation unit or the required date of start and/or end of service. If the Guest is granted payment of the smaller amount than reserved because of the change in reservation (in case when Guest has only paid the deposit to the Agency) the Guest shall pay to the accommodation owner a reduced amount.

Change of reservation up to 15 days prior to the commencement of the reservation or during the validity period of the reservation is considered cancellation of the reservation.
If the change in reservation requested by the Guest cannot be granted and the Guest cancels a confirmed reservation due to those circumstances, terms of cancellation of the reservation apply, as stated in Article 15 of these General Terms and Conditions.

Article 15.
The Agency reserves the right to retain or charge reservation fee if the Guest should cancel a confirmed reservation in the amounts as follows in these cancellation rules:

• 1 day prior to service commencement, cancellation on the day of service commencement or in case of no-show before midnight the reservation is considered canceled – 100%
• 2-8 days prior to the service commencement – 60% of the reservation value
• 9-14 day prior to the service commencement – 30% of the reservation value
• 15 or more days prior to the service commencement – 20% of the reservation value

In case of a cancellation by the Guest due to force majeur, (as stipulated in Article 3. of these General Terms and Conditions), the Guest is obliged to present a valid written document, issued by an authorized office, and the Agency shall undertake a validity check of the said written document. Deposit of 20% from total price is NON REFUNDABLE. So, upon the establishment of the validity of the document, the Guest is entitled to a refund of the remaining amount if paid. If paid by credit card, the refund is made by payment to the credit card. If refund is due to the Guest, the Agency is obliged to pay the refund no later than 60 days from the receipt of a valid written document verifying force majeur. The Agency will bear the eventual costs of such refund. If the Guest canceling the service should find a substitute beneficiary for the same reservation, the Agency will only charge administrative fee incurred for the change of the beneficiary.

Article 16.
If the number of members of the party exceeds that stated on the confirmation of the reservation, service provider is entitled to decline service to the extra members of the party or accommodate all the guests charging an on-the-spot payment for the additional guests, provided the capacity of the accommodation unit is adequate. The Guest is obliged to inform the Agency of such proceedings.

Main responsibilities of the accommodation owner and the guest

Article 17.
It is a duty of the Agency to oversee the provision of services, selection of service providers and ensure a comfortable stay for the Guest at the accommodation, in accordance with good customs in tourist business and Special hospitality provisions.

Article 18.
The Guest is obliged:

• To be in possession of a valid travel document
• To act according to the customs regulations and foreign currency regulations of the Republic of Croatia
• To respect the house rules, which the accommodation owner is obliged to display in the accommodation unit and deal with the accommodation owner in good faith
• To check their visa requirements for Croatia and neighbouring countries
• To follow check-in times which are as follows: arrival no earlier than 12 o\'clock AM, departure on the last day of stay no later than 10 o\'clock AM, unless otherwise specified by the accommodation owner
• To announce approximate time of arrival/departure to enable the accommodation owner to be present for the hand-over (key hand-over, premises inspection)
• During longer stay inform the accommodation owner of suitable hours for housekeeping
• If arriving with a pet, to notify of the species, size and number of animals. If arriving with a pet accustomed to the use of beds and furniture as personal space to provide own blankets and protective covers. With larger animals, (such as bigger types of dogs), use of security items is mandatory. The Guest shall treat the animal in the manner of a good owner as stipulated on Agency\'s Internet page under NOTES IF ARRIVING WITH A PET

Article 19.
Accommodation units are furnished with bedding and towels, subject to the number of guests and the capacity of the unit. During a longer stay housekeeping is provided in agreement with the accommodation owner, with a minimum once a week service.

Article 20.
Upon the Guest\'s arrival, the accommodation owner is entitled to request the payment of a security deposit as an insurance against possible damage to the accommodation unit (appliances, equipment or furnishings). The accommodation owner is obliged to refund the security deposit in full upon the Guest\'s departure, reduced by the sum necessary to cover any damage incurred.

Disclaimer

Article 21.
The Agency is not liable for damage, loss or theft of luggage or valuables from the accommodation unit. Loss or theft of personal items from the accommodation unit is reported to the Police immediately.

Article 22.
If services provided are considered inadequate, the bearer of the reservation is entitled to a reciprocal compensation by filing a written complaint, (hard copy or via e-mail). All guests are entitled to file a complaint if inadequate service is provided.

A complaint is filed in the following manner:

• The Guest is obliged to file a complaint regarding inadequate service with the service provider immediately upon arrival, or if the cause of complaint occurs during the stay immediately upon its occurrence
• If the cause of complaint is the accommodation provided through partner agencies, those agencies are liable for the irregularities identified at the accommodation and are to deal with the complaint.
• In order to facilitate the establishment of facts, The Guest is obliged to wait for the arrival of the service provider representative. The Guest is obliged to cooperate with the Agency and the accommodation owner in good faith in order to resolve the dispute. If the Guest accepts an on-the-spot solution of the dispute corresponding to the value of the service paid the Agency is not liable for any further complaints.
• The Guest is expected to show understanding as the Agency might require some time to gather information and check the details of the complaint in order to establish facts and resolve the dispute.
• The Agency cannot be held liable for complaints relating to facilities not constituting the accommodation unit, (road works, cleanliness of the streets, noise, state of the adjacent buildings etc.)
• If the Guest fails to file a complaint regarding the accommodation immediately the Guest is not eligible for a refund.
• Until the service provider proposes a solution the Guest agrees to decline involvement in the mediations of any third party, the Croatian Association of Travel Agents or any judicial office, as well as divulging information to the media.
• If the agency establish that all complaints form the guest are not acceptable or baseless, agency has a right to charge the guest\'s credit card in total amount of reservation.

Article 23.
If the Guest fails to comply with the above stated terms, the Guest is liable to compensate the costs of damages incurred and agency is not responsible. Maximum compensation per complaint cannot exceed the part of the service relating to the complaint and cannot include services already used or the entire cost of the service. The Guest’s entitlement to a full reimbursement is hereby waived.

Article 24.
Also the accommodation owner has a right to file a complaint if the Guest causes some damages or from any other reasons. By confirming the reservation the Guest agrees to cover all damages incurred to the accommodation owner by payment on the spot.

Article 25.
If any of the parties finds the resolution to the dispute unsatisfactory, they are entitled to file for court arbitration. Any such dispute shall come under the competence of the Council Court in Zagreb.

Valid from 1 July 2007.

pekas.info
tourist agency and services
Platana 10, 10000 Zagreb
VAT Num:92576745
ID code: HR-B-01-21010124690