Travel general terms & conditions

 

Conditions of participation and organization of tourist packages

GALAXY TRAVEL D.O.O. TRAVEL AGENCY

Galaxy Travel d.o.o, travel agency, based in Split, Spinčićeva 2d, and with a branch office in Split, Spinčićeva 2d, is registered to carry on activities of travel organizing and tour operating by the decision of the Commercial Court OF Split. The company's capital is 1.730.000,00 HRK (230.700,00 €) and has been paid in full.

The company operates under following registration numbers : MBS: 060306956, OIB: 19969808813 and identification agency code: HR -AB-21-060306956.

 

1. CONTENT OF TOUR PACKAGES

As an organizer of your travel, the Agency guarantees implementation of the program as described in the arrangement that they organize and that you have received. The content of arrangement will be realized in full and as described above, except in case of exceptional circumstances (war, riots, strikes, terrorist attacks, sanitary problems, natural disasters, local authorities etc.)

The agency organizes all kinds of travel at home and abroad. Trips are organized in the form of ready-made programme packages or programmes according to specific requirements. As a SUBAGENT the agency also sells programmes of other tour operators in an intermediary, where the responsible programme organizer is indicated on every package. The package is considered agreed - concluded after signing the concluded travel arrangement or business cooperation contract when the contract is concluded for a group of passengers, or upon payment of the entire amount of the package price or part of the amount with the undisputed insurance payment of the balance.

 

By signing any such contract or payment of the full amount of the package price or a deposit, it is considered that the user understands the arrangement of the general terms and conditions of the contract and that he fully accepts them as the sole basis for the regulation of the mutual rights and obligations. The Traveller provides personal information voluntarily and they are required for processing the requested services. The Agency agrees not to disclose the personal information of passengers out of the country to a third party except for the purpose of carrying out requested services. An exception to providing to third parties is insurance companies to which the personal data will be forwarded if the traveller concludes a travel insurance policy. Travellers' personal data will be kept in the database of the Agency and can be used for the agency promotional activities.

 

2. REGISTRATION AND PAYMENT

Registrations for the trip are received at the travel Galaxy travel d.o.o. agency. 

  • When registering the customer pays 30% of the arrangement, and the remaining 70% of the amount is to be paid no later than 15 days prior to departure, except in cases when contractual terms of payment are specified or stipulated for some particular travels when the deadline to early travel is less than 15 days.
  • For bookings on request, an advance is paid according to the price list of the organizers. The Agency will not accept reservation application on request without advance payment. If the traveller does not accept confirmed reservation that was made on his request, the agency will keep the advance money to cover the cost of the reservation.
  • In the case of a paid and confirmed travel arrangement (package), every change of travel date and/or participant will be paid according to the price list and the rules of the company. In the case of booking of the programme organized by other, domestic or foreign travel agencies, 'Instructions and Conditions' of the travel organizer.

 

3. TRAVEL PACKAGE CONTENT AND PRICE

The content of the travel package defines the price of the package, or correspondingly the price includes everything the tour organizer (the agency) stated in the travel programme. Additional services are not included in the price and therefore the traveller pays them separately. These additional services should be requested when registering and shall be added to the package price. Additional/optional and special services requested during the travel are to be paid directly to the tourist guide (or representative) of the company during the tour and in the local currency of the country where the service is provided. Package prices are published in HRK (Croatian Kuna), and calculated according to the prices of services in the reference currency on base of the selling rate of the tour organizer’s commercial bank on a given day. In the case of exchange rate variations by more than 2%, Galaxy Travel reserves the right to change prices. The organizer reserves the right to change the prices in case of modifications in the price of accommodation, food, transport and other services, i.e. in the case of change in the value of the currencies that are the basis for calculating the arrangement price. The consent of the customer is not required to increase the package price up to 10% (the increase is calculated on all parts of the payment). In the case of a price increase of more than 10%, the buyer has the right to cancel the travel without obligation of reparation.

 

4. SERVICE DESCRIPTION AND CATEGORIZATION

Offered accommodation facilities, restaurants, means of transport, etc. are described by the official categorization at the time of the programme issue. Standards of accommodation, food, services, etc., of places and countries, are different and not comparable. Information provided to the traveller at the point of sale or does not oblige the organizer larger than the information issued in the travel programme.

If the user of the travel arrangement (or Package) has not specifically requested so, i.e. if additional payment is necessary, or if he has paid additionally for a special category or form of transport and accommodation, he will accept any officially registered room for rent in the premises, or any place in a vehicle, which is operated during the implementation of the travel arrangement.

 

5. CHANGE OF PROGRAMME

The tour operator has the right to change the programme if exceptional circumstances that cannot be predicted, avoided, or removed (see article 1).  occur. Arranged accommodation can be replaced only by accommodation in a facility of the same or higher category, at the expense of the service provider.

 

6. TRAVEL DOCUMENTS

The traveller that applies for a travel abroad must have valid identity documents. If the trip requires a visa for entry to a particular country, the agency will inform passengers about the documents required to obtain a visa. Travellers collect the necessary documentation and submit it to the competent embassy. The organizer shall issue a certificate about the reservation made by the traveller who attaches it to the other documentation.  The organizer (Agency) does not guarantee the obtainment and the validity of the visa.

 

7. RIGHT OF THE ORGANIZER TO CANCEL

The organizer can cancel the arrangement completely or partially if, before or during its lifetime circumstances that cannot be avoided or eliminated occur, and if they had occurred at the time of publishing and selling the programme, would have been reasonable ground for the organizer not to publish or accept package applications. The organizer can also cancel the arrangement if an insufficient number of passengers is scheduled for a particular arrangement. With every package tour programme, the organizer is bound to announce the minimum number of passengers. The organizer is to announce any cancellation no later than 5 days prior to the beginning of the package realization, and to reimburse the full package price.

 8. CANCELLATION OF TRAVEL BY PASSENGERS

If a customer wants to cancel the trip, he must do so in writing only. The date of receipt of the written cancellation and other documentation that justifies the cancellation, at the office of the Agency, forms the basis for the calculation of the costs incurred: 

PACKAGES

 

-for cancellation up to 30 days before travel

20% of the price

-for cancellations 29-22 days prior to departure

30% of the price

-for cancellations 21-15 days prior to departure

40% of the price

-for cancellations 14-08 days prior to departure

80% of the price

- for cancellation of 7 days to the day of departure

100% of the price

 

If a customer anticipates during the booking process that he may have to cancel the trip for some reason, we recommend the booking of a cancellation insurance. Cancellation insurance policies cannot be paid afterwards, only during registration for the journey. In case of cancellation, the visa application costs are non-refundable even in the event that the traveller has a cancellation insurance. By paying a cancellation insurance, the traveller files all claims with the insurance company whose insurance policy against cancellation he possesses, and Galaxy travel d.o.o. is obligated to provide all necessary documentation for the passengers to claim damages from the insurance company, which refer to the arrangement. All termination conditions are stated in the insurance policy and the Agency recommends that travellers read them personally.

The cancellation of the entire group in order to change the destination or replace the tour organizer prevents the right of return of any part of the payment to the arrangements users.

If the passenger cancels the arrangement, the above cancellation charges are applied. Refunds to the arrangement user shall be performed only with the return of the original payment receipt to the Agency, and by signing the receipt of return.

 

9. OBLIGATIONS OF PASSENGERS

The organizer is obliged to ensure that the service are performed and selection of employees is done with a care of a good organizer, to take care of travellers' rights and interests in accordance with good practices in tourism. Organizer is obliged to issue the appropriate documents for the paid travel. The organizer will not be responsible in case of changes and default services caused by force majeure (article 1), and due to delays in transportation, where the carrier does not correspond to the applicable regulations and international conventions. In such cases, the traveller is responsible for all additional costs without the right to a refund of the costs by the Agency.

 1.      Liabilities of passengers     

       The traveller is required :

  • to have valid travel documents (identity documents). The cost of loss or theft of personal documents is covered by a passenger. Associate or representative of the organizer will assist the traveller in the above situation, provided that the travel programme goes unhindered.
  • to be vaccinated and have confirmation and documentation of vaccination for travelling to the country for which it is required under the regulations of the ‘World Health Organization’. In this case, the traveller attaches the medical certificate. Lack of such documents and / or irregularity of personal travel documents that lead to withdrawal from the travel or inability to travel do not oblige the travel organizer and cancellation expenses stated in article 8 of the General Conditions of travel and organization of travel arrangements are calculated.
  • to respect the customs and currency regulations of the Republic of Croatian, as well as countries of stay during the trip
  • to obey house rules in all the visited facilities and to cooperate with service providers in good faith
  • to follow the instructions and cooperate with tourist associate and / or a representative of travel
  • to present a document on paid arrangement (voucher) at departure on travel to associate or representative of the organizers at the time of departure; this paragraph applies only to organized group travel. In the case of non-compliance with some of these obligations, the traveller is responsible to the tour operator for damages. 
  1. Luggage

Luggage is transported at travellers' risk, therefore it is recommended to insure the luggage with an insurance company. The tour operator is not responsible for damaged or lost luggage nor for the theft of luggage or valuables in the hotel (safe rent recommended). In the case of damaged or lost luggage, he addresses the transporter, airline, or the reception of the accommodation object, depending where the damage or loss occurred. 

     2.Travel insurance

Pursuant to the provision of services in Tourism, agency employees are obliged to offer travel insurance ‘package’ which consists of voluntary health insurance during their stay abroad, insurance against accidents, baggage insurance, and cancellation insurance. By signing the contract, the customer confirms that he was offered a package of travel insurance. If a passenger requires the abovementioned insurances, they can be arranged directly with the insurance company or through the Galaxy travel d.o.o., while the Galaxy travel d.o.o. acts only as an intermediary. By signing the travel contract, the above-mentioned insurances shall be deemed to have been offered and recommended to the travellers.

 TRAVEL INSURANCE CANNOT be arranged SUBSEQUENTLY!

In case of loss or damage / destruction of luggage during transport of the same in the official means of transport to enable the arrangement, claims in terms of compensation shall be sent to the Carrier only. In the case of theft - the disappearance of luggage from accommodation facilities in which the arrangement is implemented, the arrangement user achieves his receivables from the owners of accommodation. As an exception in the case when the user concluded baggage travel insurance through the Agency, the Agency shall provide in terms of damages over the Insurer while the only discretion right of the Insurer is to admit or remove the right to compensation, depending on the circumstances established.

 3.Health Regulations

In some programmes, specific rules are listed for the travels that include mandatory vaccination and procurement of relevant documents. The traveller is required to make the mandatory vaccination as well as to have the certificates and documents about it.

 4.Complaints

If the services of the programme are incomplete or unsatisfactory, the customer can request compensation by filing a written complaint.

 Procedure for making a complaint:

 Immediately, on the spot, the traveller reclaims the improper service to the tourist associate or representative of the organizer, and if there is no such representative, to the service provider. If a customer does not file a complaint in the way above mentioned, and consumes the service, he waives the right to compensation.

  • The traveller is required to cooperate with the tourist associate or organizer's representative and the service provider in good faith in order to rectify the problem. If the passenger refuses to accept on the spot the offered solution in accordance with services paid, the organizer will not accept the subsequent complaint or respond to it.
  •  If the cause of the complaint cannot be rectified, the traveller, together with the tourist associate or organizer's representative or the service provider makes a written confirmation in two copies that both of them sign. The traveller will keep one copy of this document.• No later than 8 days after returning the traveller submits the written complaint at the sales point where he paid the arrangement, and attaches the written document signed by the representative and eventual receipts for additional expenses.
  • The organizer will accept only properly filed complaints received within this period of 8 days. 
  • The organizer is required to make a written decision to the complaint within 14 days after receipt of the complaint at the sales point. Organizer can postpone the deadline in order to collect information and verify the complaint with the service provider up to 14 days.
  • The organizer will only resolve those complaints, which could not be solved on the spot.

5.   Guarantee and liability insurance

Insurance data: 

Liability insurance policy NUMBER 1 500 -173 107 107

Insurer Allianz Zagreb DID 

Insurance policy for package tours organizer

The subject of insurance:

  • Liability insurance of package tours organizer
  • Ensuring guarantee of package tours 

In case of activating insurance, you are obliged besides presenting the Agreement concluded on a package tour or other form of contract on business cooperation, as well as mandatory and genuine copies of receipts for payments to the Agency, contact ALLIANZ ZAGREB D.D. as soon as possible in order to collect your receivables.

 

6.  Application of the rights and jurisdiction of the court

 The valid Croatian legislation is applied in the resolution of all disputes arising under these General Terms and Conditions, and in charge to address them is the competent court in the Republic of Croatia.


These General Terms and Conditions shall take effect and apply as of 01/02/2016.

 

For all cases not defined by these General Conditions, the provisions of the Law on Obligations are applied.

Headquarter

Spinčićeva 2D 21000, Split Croatia
Tel : +385 21 571 535 Corporate
Fax : +385 21 571 533 All departments
VAT/ID HR19969808813
IATA CODE 75-3 2183 1

Travel Department

Tel : +385 21 571 534
E-mail: This email address is being protected from spambots. You need JavaScript enabled to view it.
Emergency number:
Cell : +385 91 9070 699

Marine Department / Ticketing

Tel : +385 21 571 536
E-mail: This email address is being protected from spambots. You need JavaScript enabled to view it.
Emergency number (Clients only):
Cell : +385 91 2000 120