Last updated on January 17, 2018.
These Terms & Conditions are a component part of the Travel Agreement between Inlandia d.o.o., Kopernikova 10, 10 000 Zagreb, Croatia (hereinafter: the Agency) and the Booking Holder (hereinafter: the Traveller). They define the conditions of the Travel Agreement and include various limitations and exclusions, obligations and rights according the applicable laws and regulations.
Please read these Terms & Conditions carefully before confirming a reservation of Inlandia's products and services. When you familiarize yourself with our business terms, let us know if you have any questions.
By confirming the booking, you are confirming that you have read, understand and accept Inlandia Terms & Conditions which are binding for both the Traveller and the Agency.
The Agency's website www.inlandia.com offers various types of tourist products (for example accommodation, tours and excursions, special packages, etc.), travel information and customer service in order for you to make a decision about your holiday.
In some offers Agency acts as an organizer, while in some as an intermediary between Traveller and the third parties (for example in case of travel insurance).
The Agency ensures services according to the information published and valid at the time of the booking confirmation, and according to the description and travel period in accordance with confirmed bookings. An exception are circumstances beyond Agency's control such as illness of the service provider or his/her immediate family, outstanding circumstances which cannot be foreseen nor eliminated (natural disasters such as earthquakes, floods, sanitary disruptions, fires, droughts, wars, strike, terrorist actions and limitations issued by the government mobilisation, country exit ban). In case of multi-day tours some outdoor activities can be cancelled due to adverse weather or safety of passengers.
The content and information on the website www.inlandia.com (including data, text, maps, photos, graphic, video and icons), as well as the infrastructure used to provide such content and information, are protected by copyrights of the Agency.
The Traveller agree not to copy, distribute, reproduce, publish, license, transfer, or sell any information, products, or services obtained from or through Agency's website.
It is strictly forbidden to act in a form "frame", "mirror" or otherwise incorporate any part of Agency's website into any other website without prior written authorization from the Agency.
Additionally, the Traveller agree not to use Agency's website, the name of the website or its content for any commercial purpose; make any false booking or take actions that limit access to Agency's website.
Agency's prices were created to obtain the best value for money for all products and services published on the website and offered via e-mail. The prices are sometimes displayed per day, or per room and per night, or per person. In some offers prices are displayed as a starting price „from“. Please read carefully the details of any product/offer on the website and sent via e-mail.
The price of the service includes the basic service as described in the price list for the booked accommodation. For the tours and excursions, and generally for the packages is specified what is included in the basic price. Additional services are available through prior notification and additional payment along with the booking amount or at the spot, as indicated in Agency's offer. Special and additional services/requests must be requested or announced during the booking process.
The average cost of electricity, water and gas, bed linen and towels are included in the price of the accommodation. Other added services, if included in the price, are noted in the description of each accommodation unit.
All prices on Agency's website are displayed in Euros and include VAT unless stated differently on the website or in the offer sent by e-mail. Sometimes the price may vary because of local tourist tax or other minor costs depending on the location, type of service, method of payment or VAT changes.
The Agency reserves the right to change the published prices. For the bookings for which the Traveller has paid an advance, the Agency guarantes the price listed on the calculation based on which the advance payment was made. If there are some exceptions (for example tour packages), this will be highlighted in the booking process before the Traveller pays an advance. Should the price change occur prior to the advance being paid, the Agency is obligated to inform the Traveller of this change. Should the price of the paid booking amount increase for more than 10 %, the Traveller has the right to cancel his/her booking and is also entitled to a refund without any additional compensation.
The prices listed in our offers and programmes are formed according to contract made with Agency's service providers and do not necessarily match the prices stated on the spot at the accommodation unit in which the Traveller resides. Possible differences in prices cannot be subject to complaint.
The offered accommodation units are described in accordance with the official categorization of the proper authority of the destination country, as well as the actual state of the unit at the time of its publication. The standards of the accommodation, food and services vary depending on the destination/country and are not subject to comparison.
The Traveller is obligated to read carefully which services are included in an offer, which are in basic price, and which has to be paid on the spot. All products have detailed description with all these information published on the website www.inlandia.com or sent by the Agency via e-mails.
According to the Law on sojourn tax of the Republic Croatia, the Republic Slovenia, and the Federation of Bosnia & Herzegovina, the Traveller is obligated to pay the sojourn tax along with the accommodation payment. The sojourn taxes vary from destination to destination, and are determined by the season (high or low). They are published in Euro, (in some cases in Croatian Kuna and Bosnian Marks), per person per day for adults, while adolescents from the age of 12 to 18 have a 50% discount. The children under the age of 12 are exempted from paying the sojourn tax.
Inquiries and bookings has to be made in a written form via e-mail or through an inquiry form on the Agency's website.
The Agency provides the Traveller via e-mail or per phone with the appropriate materials and all relevant information about requested tourist product (accommodation, tour, excursion, package), destination, transfer, etc, and provides or points out the terms and conditions of the programme/offer which are an integral part of this Travel Agreement, as well as offers a travel insurance.
The Traveller is obligated to provide any information required for the booking process.
An advance payment upon booking confirmation is required depending on the travel dates and type of accommodation / tour / excursion. The balance payment is due before arrival at a date stated on the invoice unless otherwise specified upon booking confirmation. The Traveller has to take care that the agreed payment period is not exceeded.
Some accommodation providers require a security deposit for a booked accommodation which has to be payed on the spot after arrival. The deposit will be returned to the Traveller when check out (if there aren't any damages in the accommodation).
The Traveller is obligated to check the offer details and calculation / proforma invoice for payment thoroughly prior to confirming and paying the booking.
After the Agency receives the advance for confirmed booking, it will send the Traveller the confirmation for his/her booking, as well as the information about the balance payment. After the Agency receives the total amount for the booking, it will send the Traveller the Advance Payment Invoice and Voucher as a confirmation of the paid booking. The final Invoice the Traveller will receive after the service is done.
The Traveller can pay the confirmed booking through internet banking after he/she receives the calculation / proforma invoice with the payment details via e-mail. In the agency's office it is also possible to pay by credit card in the presence of the cardholder.
7. Liability of the Agency
The Agency's liability is providing services as well as selecting the service provider while taking into consideration the rights and interests of Travellers in accordance with the traditions of the tourism industry. The Agency will fulfil all the abovementioned obligations, except in circumstances beyond its control. The Agency shall not be liable in the event of damages, cancellation of the trip or stay caused by events of force majeure (for example war, revolt, political uncertainty, disaster, general mobilization, epidemic, strike, etc.).
The Agency is not responsible for reimbursing the Traveller for the cost of his/her travel documents or visas relating to the bookings cancelled by the Traveller.
The Agency shall not be liable regarding the tours, excursions and special events which are not included in the travel package offered by the Agency. The Traveller participates to those activities at their own risk.
The Agency is obligated to offer the Traveller a travel insurance during the travel period which includes: health insurance, insurance against accidents, damage or loss of luggage, and travel cancellation insurance. The traveller can accept it or not. The Agency is not liable for any costs which may be caused by not arranging a travel insurance.
The Agency is not liable for illegal, wrongful and/or unacceptable acts from accommodation providers and/or other service providers, as well as from any of their employees and/or agents, which would be detrimental to the Traveller and his/her valuables. These acts are not related to the proper performance of the obligations under these Terms and Conditions.
The liabilities of the Traveller are:
The Agency can make changes of bookings in some circumstances which cannot be predicted, avoided or eliminated (see Article 1).
The tour/excursion programmes are subject to change depending on the group's options and wishes, weather conditions, water levels, nature forces, special events and the like. For the safety and comfort of travellers, the Agency reserves the right to change the programme without prior notice.
In case of an exceptional cancellation, the Agency will inform the Traveller prior to the beginning of the service and will offer the following options: another travel dates, destination, tour/excursion programme.
If the alternative offer cannot be arranged, or the Traveller doesn't accept an alternative offer, the Agency reserves the right to cancel the booking and guarantees a full refund of the paid amount to the Traveller, without any compensation.
The Traveller has a right to change or cancel a confirmed booking. The Agency accepts changes and cancellations only in written form (via e-mail). It can not accept changes or cancellations by telephone. The date on which the written cancellation is received, will represent the basis for the cancellation fees.
Any changes to booking has to be made through Agency and not directly with the service provider. This applies to change of dates, extension of stay, early check out, delay of arrival or cancellation in full or in part.
In case the Traveller requests to change the number of persons or travel dates of a confirmed booking, and the Agency confirms that the change is possible, the following conditions will apply:
In case the Traveller requests to change the confirmed accommodation unit to an accommodation unit within the same building of the same service provider, provided that the change is possible, the Agency will charge a change fee of 15 € and a possible difference in price.
In case the Traveller requests to change a confirmed accommodation unit to an accommodation unit of a different service provider, the change will be treated as a cancellation and the Cancellation terms stated below will apply.
If the change of the confirmed booking is not possible and the Traveller cancels the confirmed booking, the Cancellation terms stated below will apply.
For cancellation of accommodation the cancellation fees are as follows:
For cancellation of multi-day tours the cancellation fees are as follows:
For cancellation of excursions (one-day trips) the cancellation fees are as follows:
Only in cases when some service providers charge a different amount of the above cancellation fees, this will be highlighted in the booking process and put as an annex to this Terms & Conditions.
We recommend that you read the cancellation and no-show rates listed in these Terms & Conditions, in Agency's offers and Calculation (prepayment / advance invoice) carefully prior to confirming and paying your booking. Please remember to make further payments on time as may be required for the relevant booking.
For every cancelled booking the Agency charges a fee of 15 € for handling expenses. If the Traveller is entitled to a partial refund after cancelling his/her booking, the Agency will make a refund within 30 days.
In case the Traveller cancels a booking within 7 days before the beginning date of the service, the Agency offers the Traveller a possibility of finding a new Traveller for the same booking if possible (this depends on the service provider). In that case, the Agency will only charge the actual cost of the passenger change. The new booking holder accepts all the obligations stated in these Terms & Conditions.
In case the Traveller does not arrive to the accommodation at time stated as „check in“ on the Voucher, without contacting the Agency or the service provider, the booking will be cancelled and the corresponding cancellation fees will be charged according to the above mentioned terms.
In case the Traveller fails to settle the balance payment within the time limit specified in the Prepayment (advance) invoice, the booking will be cancelled and the down payment will be retained.
If Agency cancels a confirmed booking due to a case of force majeure, for which the service or a part of the service shall not be available, the Agency will refund the collected fees for such booking to the Traveller within a commercially reasonable time of the cancellation, but no more than 30 days, and the Traveller will receive an e-mail containing alternative offer and other related information.
The prices of the Agency's products (tours, excursions, accommodation) published on the www.inlandia.com or offered via e-mail do not include the travel insurance (health insurance, insurance against accidents and illnesses during the travel period, damage or loss of luggage, and travel cancellation insurance).
There could be some exceptions in active tours/excursions which could include basic insurance against accidents. This information will be highlighted in the offer before booking process.
To take part in one of our holidays the Traveller should be covered by adequate insurance policy for the complete duration of her/his travel period. The travel insurance should include cover for: medical expenses, injury, death, cost of evacuation via whatever means necessary including by helicopter/air ambulance. If, in the event of an emergency medical rescue or evacuation from a holiday, either by foot, helicopter or otherwise the responsibility for the payment of such costs will lie with the Traveller. Any subsequent costs incurred for expenses such as hotels, food, transport etc shall be borne by the Traveller. It is Traveller's responsibility to ensure that the travel insurance policy the Traveller purchases is adequate for the particular needs of Traveller and his/her travel group, and that it is in place before departure. The Agency does not check insurance policies that are not contracted through the Agency.
Should the Traveller request additional insurance, arrangements can be made directly with the insurance company or at the Agency itself wherein the Agency acts only as a mediator. The travel insurance has to be paid during the booking process.
In case the Treveller has to cancel the booking, the Agency reserves the right to refund the Traveller according to the cancellation terms listed in Article 9 of these Terms & Conditions. If the Traveller has a cancellation insurance policy, the Traveller must file all claims with the insurance company which issued the policy, while the Agency is obligated to provide all necessary documentation relating to the claim and the booking in question.
All other insurance terms and conditions are enclosed with the insurance policy. Please read the Terms and Conditions of the insurance company carefully before purchase.
The Traveller is responsible for lost, damaged or stolen property left unsupervised. All baggage and personal effects, including bikes, are at all times at Traveller's own risk.The Agency is not responsible for lost, damaged or stolen luggage, nor for stolen valuables kept in the booked accommodation. Lost or stolen luggage has to be reported to the service provider or to the police station. You are advised to check the limitations of your insurance policy in this respect.
The Traveller has a right to file a complaint if the paid services are not provided or satisfactory. The Traveller has to inform the Agency immediately about the inadequate service and file a complaint on the day of his/her arrival to the service provider and to inform the Agency office by e-mail at email@example.com or by phone at +385 (0)1 48 44 722 (Customer Service working hours ). The Traveller has to cooperate with the Agency as well as with the service provider in a well-intentioned manner so that the cause of the complaint can be resolved. If upon arrival the Traveller is not satisfied with the state of the accommodation and leaves the accommodation on his own initiative and finds alternative accommodation without giving the Agency an opportunity to resolve the issue, the Traveller does not have a right to request a refund or make a claim for compensation, regardless of the fact that his/her reasons were justified or not.
Should the Traveller accept the proposed solution on the spot, the Agency will not take additional complaints into consideration or respond to them.
If the problem is not resolved on the spot, the Traveller has to submit a written complaint along with supporting documents and photographs to the Agency by e-mail at firstname.lastname@example.org or by post mail: Inlandia Travel Agency, Trg John F. Kennedy 6b, 10000 Zagreb, Croatia; no later than 8 days following the return of the Traveller from his/her trip. The Agency shall only take into consideration fully documented complaints which are received within the 8-day deadline.
The Agency is obligated to make a written solution to the complaint within 14 days of receipt of the written complaint. The Agency can postpone the deadline in order to collect the evidence and check the claim quotes with the service provider but not for more than 14 days. The Agency will take into consideration only those claims whose cause could not be resolved on the spot.
Until a decision has been made by the Agency (for the duration of the 14/28 days after the complaint has been filed), the Traveller relinquishes the right to involve a third party, publicly disclosing information as well as filing suit. The highest amount of compensation per complaint can amount to the complaint portion of the service and cannot encompass the used portion of the service or the total amount of the service. The law of tourism excludes the Traveller's right to be compensated for ideal damages.
The Agency cannot be held responsible for climate conditions, cleanliness, and the temperature of the sea/river/lakes, nor for other similar situations and events which can result in the dissatisfaction of Travellers and are not a direct result of the booked services (for example, bad weather, crowds on the streets, lost or stolen property etc.).
In accordance with the Act on the Provision of Tourism Services, Inlandia has concluded with the Insurer a Contract on Insurance in Case of Insolvency or Bankruptcy of the Travel Organizer, in the event the travel package was not performed. In case of occurrence of the insured event, the Traveller should contact the Insurer: Euroherz osiguranje d.d. (joint stock company), Zagreb, Ulica Grada Vukovara 282, phone: +385 1/ 6004 303; (Guarantee Insurance Policy Number: 804084974).
In accordance with the Act on the Provision of Tourism Services, Inlandia has concluded with the Insurer a Liability Insurance Contract for damages caused to a passenger by failure to meet obligations or by partially or inconsistently meeting obligations, LiabilityPolicy Number: 804084973. By accepting these Terms and Conditions you confirm you are informed of the content of the stated Insurance Contract. The contact of the Insurer: see previous paragraph.
By visiting or using the website www.inlandia.com and/or the Agency's services, the Traveller and the Agency agree that the laws of Republic of Croatia will govern these Terms and Conditions and any dispute of any sort that might arise between the Traveller and the Agency. The Traveller and the Agency will aim to settle possible law suits in the application of this Travel Agreement and if an agreement cannot be reached the issue will become subject to the decision of the Zagreb Court jurisdiction, under the authority of the laws of the Republic of Croatia.
Inlandia may update its Terms & Conditions for a certain reason (e.g. : change of law, alignment with new European directives for tourist agencies or packages, etc.). When we change our Terms & Conditions, a notice will be posted at the top of this "Terms & Conditions" document.
Inlandia d.o.o., Zagreb, Croatia