Terms & Conditions

General business terms

General terms and conditions_2024

The following general business terms define the manner in which Ventula Travel Ltd. (VENTULA) as the service provider conducts its business, as well as the rights and obligations of travellers, i.e. travel negotiators in the case when a travel negotiator enters into an agreement on behalf of a third party, the traveller (TRAVELLER). If a certain provision in the programme has been regulated in a manner different than the ones presented in these general business terms, provisions defined in the programme shall apply.

General business terms of VENTULA have been drafted in accordance with the existing regulations of the Republic of Croatia and the European Union.

How to book a journey?

  • Select one of our previously designed itineraries or ask for a tailor-made programme by sending an inquiry through our website;
  • You will receive a reply within 24 hours;
  • Once we receive all the necessary information, we shall create an offer;
  • To confirm the offer, you are kindly requested to pay 30% of the total amount in advance. The remaining amount needs to be paid no later than 4 weeks prior to the beginning of the itinerary. If you book an itinerary within 4 weeks prior to its beginning, you are required to pay the full amount;
  • The booking will be confirmed once the deposit has been paid. Once we receive the payment confirmation, we will send you all the necessary travel-related documents;
  • By paying the deposit, you agree with all the terms and conditions of the Travel Programme Purchase Agreement.

Credit card payment

All payments shall be made in the Croatian currency, kuna (HRK). The amount charged on your credit/debit card is calculated by converting the price from your currency to HRK, in accordance with the current exchange rates of the Croatian National Bank (HNB). When charging your credit card, the said amount will be converted into the local currency in accordance with the card issuer’s exchange rates. As the result of this conversion, a small difference can occur with regard to the final price of the programme specified on our website.

Credit card payment is conducted offline and it includes the additional costs in the amount of commission charged by the card issuer.

You can effectuate the payment with following cards: American Express, VISA, Maestro, Mastercard.

Cancellation policy*

The customer can cancel the trip at any moment; however, Ventula Travel DMC travel agency shall keep a certain percentage of the paid amount which will depend on the cancellation period, which is specified as follows:

  • 30 or more days prior to departure – 10% of the total price of the tour
  • 29 to 22 days prior to departure – 30% of the total price of the tour
  • 21 to 15 days prior to departure – 40% of the total price of the tour
  • 14 to 8 days prior to departure – 80% of the total price of the tour
  • 7 to 0 days prior to departure – 100% of the total price of the tour
  • No-show – 100% of the total price of the tour

Ventula Travel DMC will certainly always try to accommodate its customers’ requests and return as big of an amount of the payment received as possible, depending on the terms and conditions defined by our partners and service suppliers for a specific tour programme.

* Cancellation policies can be different for customized itineraries

Travel insurance

Once you have booked a tour, we certainly recommend taking a travel insurance policy which would include trip cancellation or discontinuation insurance and insurance against personal injuries, lost luggage and emergency evacuation.

Insurance details shall be sent to the client once the tour has been booked.

Liability insurance and security

The agreed price of a package deal also includes liability insurance for any damage which Ventula Travel DMC travel agency might cause to the customer by non-complying, partially complying or insufficiently complying with the obligations specified in the Travel Programme Purchase Agreement.

The agreed price of a package deal also includes the insurance in case of insolvency or bankruptcy of Ventula Travel DMC.

Complaints procedure

Pursuant to Article 10, Paragraph 3 of the Consumer Protection Act, the Official Gazette 41/14, 110/15, written complaints about the quality of our services can be submitted in one of the following manners:

  • via e-mail sent to the following address: info@ventula-travel.com;
  • via regular mail to VENTULA TRAVEL d.o.o., Gradišćanskih Hrvata 14, 21000 Split, Croatia;
  • via telefax to the following number: +385 21 771 148

A complaint may be submitted within 8 days of the ending of our services, and it will be replied to not later than 15 days from the receipt of the complaint at the address specified in the complaint as the “reply to” address.

Travel documents and visas

Passengers are required to have all the necessary travel documents in accordance with the official requirements of the country which they travel to.

Information about whether you need a visa to enter the Republic of Croatia can be found on the following link: here.

Personal data protection

TRAVELLER shall provide his/her personal data voluntarily. TRAVELLER’s personal data are required during the process of provision of the required service and shall be used for further communication (e.g. letter of intent, payment instructions, service delivery information).

VENTULA agrees not to forward clients’ personal data to third countries or to third persons, unless they are partners who participate in the delivery of the agreed service (e.g. accommodation, airlines, transportation).

Clients’ personal data shall be stored in a database in accordance with the decision made by the management of VENTULA on the manner of obtaining, processing and storing personal data.

VENTULA reserves the right to use clients’ personal data for marketing purposes (e.g. for sending notifications about offers, promotions, newsletters). Clients’ can opt out at any point by clicking the “Cancel” link at the bottom of each newsletter or by sending a written request to info@vetula-travel.com

Any complaints regarding the processing of personal data for marketing purposes shall not affect contracting and/or delivery of a required service.

 

Opći uvjeti poslovanja

Ovim općim uvjetima određen je način poslovanja turističke agencije Ventula Travel d.o.o. (VENTULA) kao organizatora putovanja te prava i obveze putnika, odnosno ugovaratelja putovanja u slučaju kad ugovaratelj putovanja sklapa ugovor u korist treće osobe kao putnika (PUTNIK). U slučaju da je pojedina odredba u programu uređena drugačije nego u ovim općim uvjetima, vrijede odredbe navedene u programu.

Opći uvjeti poslovanja VENTULE sastavljeni su u skladu s važećim propisima Republike Hrvatske i Europske Unije.

Kako rezervirati putovanje?

  • Odaberite gotov program ili zatražite prilagođeni program slanjem upitnika na našoj web stranici
  • Odgovor ćete dobiti u roku 24 sata
  • Nakon što dobijemo sve potrebne informacije slijedi izrada ponude
  • Za prihvaćanje ponude potrebno je uplatiti 30% ukupnog iznosa, a ostatak najdalje 4 tjedna prije početka programa. U slučaju da rezervirate program unutar 4 tjedna od početka programa – iznos plaćate u cijelosti
  • Uplatom depozita rezervacija se smatra važećom. Nakon zaprimanja uplate dobit ćete svu potrebnu putnu dokumentaciju
  • Uplatom depozita prihvatili ste sve uvjete i odredbe iz Ugovora o prodaji putovanja

Plaćanje kreditnim I debitnim karticama

Sva plaćanja se vrše u hrvatskoj valuti (HRK). Iznos koji se naplaćuje izračunava se pretvaranjem cijene iz vaše valute u HRK, u skladu sa srednjim tečajem Hrvatske narodne banke (HNB) na dan naplate. Pri naplati vaše kreditne kartice, navedeni iznos će se pretvoriti u lokalnu valutu u skladu s tečajem izdavatelja kartice. Kao rezultat ove konverzije, postoji mogućnost neznatne razlike u odnosu na cijenu navedenu u konačnoj ponudi programa.

Naplatu putem kreditnih kartica vršimo offline, uz obračun ekstra troškova u visini provizije kartične kuće.

Kod nas možete platiti sljedećim karticama: American Express, VISA, Maestro i Mastercard.

Otkaz putovanja

Svoje putovanje možete otkazati u bilo kojem trenutku; međutim, Ventula Travel DMC zadržava određeni dio iznosa koji ovisi o razdoblju otkazivanja kako slijedi:

  • 30 ili više dana prije putovanja – 10% ukupne cijene putovanja
  • 29 do 22 dana prije putovanja – 30% ukupne cijene putovanja
  • 21 do 15 dana prije putovanja – 40% ukupne cijene putovanja
  • 14 do 8 dana prije putovanja – 80% ukupne cijene putovanja
  • 7 do 0 dana prije putovanja – 100% ukupne cijene putovanja
  • U slučaju nedolaska – 100% ukupne cijene putovanja

Ventula Travel DMC svakako će uvijek nastojati ispuniti zahtjeve kupaca i vratiti što više uplaćenih sredstva, ovisno o uvjetima dobavljača za određeni program.

Putno osiguranje

Nakon rezervacije putovanja svakako preporučamo kupovinu putnog osiguranja koje uključuje zaštitu od otkaza ili prekida putovanja, ozljeda, gubitka prtljage, iznenadne evakuacije.

Detalje o osiguranju na upit šaljemo klijentu nakon rezervacije putovanja.

Osiguranje od odgovornosti i jamčevina

Ugovorena cijena putovanja uključuje osiguranje od odgovornosti za štetu koju bi Ventula Travel DMC mogla uzrokovati klijentu neispunjenjem, djelomičnim ispunjenjem ili neurednim ispunjenjem obveza iz Ugovora o prodaji putovanja.

Cijena putovanja također uključuje i osiguranje u slučaju stečaja i nesolventnosti Ventula Travel DMC.

Način podnošenja prigovora

Sukladno Članku 10. Stavak 3. Zakona o zaštiti potrošača, NN 41/14, 110/15, moguće je uputiti prigovor na kvalitetu naših usluga u pisanom obliku i to:

  • elektronskom poštom na adresu info@ventula-travel.com;
  • poštom na adresu VENTULA TRAVEL d.o.o., Gradišćanskih Hrvata 14, 21000 Split, Croatia;
  • telefaksom na broj +385 21 771 148

Prigovor se može uputiti unutar 8 dana od završetka usluge te ćemo na njega odgovoriti najkasnije 15 dana od primitka prigovora na adresu koju navedete u prigovoru kao adresu za primanje odgovora.

Putovnice i vize

Odgovornost putnika je pribavljanje svih putnih isprava u skladu sa službenim zahtjevima države u koju putuje.

Potrebu za izdavanje vize za ulazak u Republiku Hrvatsku možete provjeriti ovdje.

Zaštita osobnih podataka

PUTNIK osobne podatke daje dobrovoljno. Osobni podaci PUTNIKA potrebni su u procesu realizacije tražene usluge i koristit će se za daljnju međusobnu komunikaciju (npr. pismo namjere, upute o uplati, obavijesti o realizaciji usluge).

VENTULA se obvezuje da neće osobne podatke korisnika iznijeti iz zemlje ili ih dati trećoj osobi, osim partnerima koji sudjeluju u realizaciji ugovorene usluge (npr. smještaj, aviokompanija, prijevoznik).

Osobni podaci korisnika čuvat će se u bazi podataka, sukladno odluci rukovodstva VENTULE o načinu prikupljanja, obrade i čuvanja osobnih podataka.

VENTULA zadržava pravo osobne podatke korisnika usluga upotrebljavati u marketinške svrhe (npr. slanje obavijesti, akcija, promocija, newslettera). Korisnik je u mogućnosti u bilo kojem trenutku odjaviti se pomoću poveznice „Odjava“ na kraju svakog newslettera ili slanjem zahtjeva na info@ventula-travel.com

Prigovor na obradu osobnih podataka u marketinške svrhe neće utjecati na ugovaranje i/ili realizaciju tražene usluge.