General Conditions

1. Introduction

The travel agency “Suzy-tours”, with its registered office at Ulica Slavka Nikolića 51, 51500 Krk, Croatia (hereinafter referred to as the “Agency”), facilitates accommodation services by making reservations on behalf of property owners and acting as their intermediary.

SUZY - TOURS
Ulica Slavka Nikolića 51, Krk
HR ID KOD:HR-B-51-08010402300
VAT ID: HR08608011861
OIB: 08608011861
MBS: 92703712
Manager: Suzana Romanić

2. Booking and Payment

Accommodation booking requests can be submitted electronically or in person at the Agency.

A deposit of 30% of the total cost is required at the time of reservation.

The remaining balance must be paid no later than 30 days before the arrival date via bank transfer or approved electronic payment methods.

3. Accommodation Pricing

The accommodation price includes basic services as specified in the reservation: daily rent, bed linen, towels, a fully equipped kitchen with necessary dishes and utensils and the use of water, electricity and gas.

Additional services, such as air conditioning, pet fees, extra beds and other specified amenities, are not included in the base price and must be paid separately.

All prices are valid for stays of four or more days. For stays shorter than four days (1, 2, or 3 days), a 30% surcharge applies.

If accommodation prices change after a Guest makes an inquiry but before the deposit is paid, the Agency is obligated to inform the Guest of the change. Once the deposit is paid, the agreed price remains fixed.

4. Service Description

Accommodation units are described according to the official categorization set by relevant authorities. Standards of accommodation, food and other services may vary and are not universally comparable.

Guests will be accommodated in clean and tidy units. Bed linen and towels are provided and replaced weekly.

Check-in: From 15:00 or 16:00
Check-out: By 10:00

Guests will receive the keys from either the property owner or an Agency representative.

5. Agency’s Right to Changes and Cancellation

The Agency reserves the right to alter or cancel a reservation if unforeseen circumstances arise before or during the Guest’s stay.

In such cases, the Agency, in cooperation with the owner, will offer alternative accommodation of the same or higher category, subject to the Guest’s approval.

Complaints related to last-minute offers will not be entertained.

6. Guest's Right to Changes and Cancellation

If a Guest wishes to cancel their reservation, they must notify the Agency via email, fax, or postal mail.

Cancellation fees are applied as follows:

1. More than 45 days before arrival: Full refund of the deposit.

2. 44–30 days before arrival: 50% refund of the deposit.

3. Less than 30 days before arrival: No refund of the deposit.

Early Departure: Guests departing early are required to pay the full reservation cost.

If the Guest does not arrive by 20:00 on the scheduled check-in date without prior notice to the Agency or owner, the reservation will be canceled, and the costs will be charged according to these terms.

Free Cancellation Period (Card Payments)

For reservations paid by credit or debit card, the Guest is entitled to one full free cancellation option:

• If the reservation is cancelled at least 45 days before the arrival date, the Guest is entitled to a full refund without any fees or charges.

The refund shall be processed exclusively to the same payment card used for the original transaction.

The refund will be executed within 14 days from the approval of the cancellation.

After the expiration of the free cancellation period, the standard cancellation conditions defined in this Article shall apply.

Grace Period

Cancellation fees shall be waived for Guests who cancel their booking within 12 hours after making the reservation, provided that the arrival date is not within 15 days.

In addition, if the reservation is cancelled 44–15 days before arrival and within 12 hours of booking, the Guest is entitled to a full refund without any fees or charges.

The refund shall be processed exclusively to the same payment card used for the original transaction.

Less than 15 days before arrival, no grace period applies and standard cancellation conditions shall apply.

7. Agency and Owner’s Responsibilities

The Agency is responsible for ensuring the proper execution of the agreed services and safeguarding the Guest’s rights and interests in line with established tourism practices.

The property owner is responsible for delivering the reserved services and is liable for any shortcomings.

The Agency and the owner disclaim liability for service disruptions or changes caused by force majeure.

8. Guest’s Obligations

The Guest is required to:

- Possess a valid passport or appropriate travel document.

- Comply with the customs and immigration laws of the Republic of Croatia.

- Adhere to the house rules and cooperate with the property owner and the Agency in good faith.

Guests who violate house rules will have their accommodation service terminated without refund and must pay the full amount for the reserved period, even if their stay is shortened.

The Guest must provide the Agency with travel or personal identification documents for themselves and all accompanying travelers upon arrival for tourist registration purposes and settle any remaining balance due.

Pets must be declared in advance. Type and size of pet must be specified. Pets must be supervised and must not be left unattended in the accommodation unit.

Any costs arising from failure to meet these obligations will be borne by the Guest.

9. Resolving Complaints

The Guest has the right to seek adequate compensation if the services paid for are not delivered as agreed.

Any complaint must be submitted in writing and supported with evidence.

Upon arrival, dissatisfaction must be immediately reported to both the owner and the Agency.

If the Guest leaves the accommodation without providing the Agency an opportunity to resolve the issue, they forfeit the right to a refund or compensation.

Written complaints must be submitted no later than 8 days after returning.

Submission of written complaints:
Complaints may be submitted via:

- Email: This email address is being protected from spambots. You need JavaScript enabled to view it.
- Postal address: Turistička agencija Suzy-tours, Ulica Slavka Nikolića 51, 51500 Krk – HRVATSKA

The Agency shall respond to a written complaint within 15 days from the date of receipt.

10. Arbitration and Jurisdiction

The Guest and the Agency will strive to resolve any disputes amicably.

If an agreement cannot be reached, the competent court in Krk shall have jurisdiction.

11. Electronic Payments and Card Transactions

The Agency enables payment for its services through certified external payment service providers, including card payment systems (debit and credit cards).

All card transactions are processed exclusively through secure, encrypted payment platforms in accordance with:

- PCI-DSS (Payment Card Industry Data Security Standard),

- EU payment security regulations,

- Applicable financial and data protection regulations.

The Agency does not store card numbers, CVV/CVC codes, PIN data, or sensitive authentication data.

All payment data is handled solely by authorized payment service providers.

By making a card payment, the Guest explicitly authorizes the Agency and its contracted payment service providers to process the transaction.

12. Payment Authorization and Transaction Validity

A card payment shall be considered legally valid upon successful authorization by the payment service provider.

Electronic confirmation constitutes legally valid proof of payment.

The Agency reserves the right to suspend or cancel a reservation in the event of failed authorization, reversed transactions, suspected fraud, or payment security risks.

13. Chargebacks and Payment Disputes

In the event of a chargeback, payment dispute, or unauthorized transaction claim, the Guest agrees that the Agency may submit all relevant documentation to payment processors and issuing banks.

Fraudulent chargeback claims may result in legal proceedings and claims for damages and costs.

In case of card payment refunds, all approved refunds shall be processed exclusively to the same payment card used for the original transaction.

14. Acceptance of Terms

By making a reservation, deposit, or payment, the Guest confirms that they have read, understood and accepted these Terms and Conditions in full.

Payment execution constitutes explicit legal consent.

15. Force Majeure (Extended Clause)

Neither the Agency nor the property owner shall be held liable for non-performance or delay caused by force majeure, including but not limited to natural disasters, pandemics, government restrictions, border closures, war, cyber incidents, power outages and telecommunications failures.

16. Limitation of Liability

The Agency acts exclusively as an intermediary between Guests and property owners and shall not be liable for acts or omissions of property owners, payment system failures, banking system failures, or third-party service disruptions.

17. Applicable Law

These Terms and Conditions shall be governed by the laws of the Republic of Croatia.

18. Privacy Policy and GDPR Compliance

Suzy Tours processes personal data in compliance with GDPR (EU Regulation 2016/679) and Croatian law.

Data processing principles: legality, transparency, purpose limitation, data minimization, accuracy, retention limitation (minimum 5 years where legally required) and security.

Clients have rights to access, correction, deletion, restriction, portability and objection.

Data is collected via in-person visits, website forms and client consent and is used for contract fulfillment and client communication.

Tourist Agency Suzy Tours

Ulica Slavka Nikolića 51 - 51500 Krk

CROATIA