T & C

TERMS AND CONDITIONS

GENERAL TERMS AND CONDITIONS

 

Services to be performed

A La Carte Travel d.o.o (hereinafter: ACT) provides agreed upon ground services and hotel services for their CLIENT. Ground services constitute tourist services planned, organized and executed by ACT or by ACT contracted third party service providers with their facilities, vehicles and staff, exclusive of hotel services. Hotel services are not ground services and their terms and conditions are defined by the hotel.

Rates

Rates are calculated in good faith and quotations, including VAT, are valid for the services requested. Rates are based on the requested number of participants and given dates. The rates are based on current exchange rate and local taxes effective on the date the price quotation is created. The quoted prices are subject to adjustment in case of governmental legislation changes such as increase in VAT or other taxes.

Confirmation

A program is considered confirmed once the service agreement is signed by both agreeing parties and the first deposit is received by ACT.
Final program details must be confirmed 21 days prior to group’s arrival. Any additional services confirmed after that date will be subject to availability and market terms on the date requested and will be billed separately. Deviation from this may affect the quality of rendered services.
The final numbers of participants and all food and beverage services (+/- 5%) must be made available to ACT a minimum of 7 working days prior to the arrival/event and final numbers 48 hours prior to individual/group arrival.
Any additional arrangement /agreements which the parties confirm via email after the signing of the Service Agreement shall form part of the binding agreement.

Payment Conditions

The payment schedule and deposits are according to ACT’s itemized quotations in contract documentation. ACT reserves the right to cancel or withhold any service for which deposits were not received on the dates due, or have not been fully prepaid in accordance with the payment schedule.

The CLIENT and ACT agree on the following payment schedule:

For ground services:

·         DEPOSIT #1: 30% of the total amount to be paid by the CLIENT upon individual/group confirmation

·         DEPOSIT #2: 30 % of the total amount to be paid by the CLIENT 60 days prior to individual/group’s arrival

·         DEPOSIT #3: 40 % of the total amount to be paid by the CLIENT 28 days prior to individual/group’s arrival

NOTE: Special terms may apply to programs confirmed on shorter notice. All additional services contracted during the execution of the individual/group must be paid for prior to the individual/group departure and a financial guarantee must be given upon arrival (credit card pre-authorization or other form of guarantee) unless otherwise agreed upon in writing.

For all hotel service:

·         As per hotel contracting conditions

All invoices are due and payable in quoted currency by bank transfer, inclusive of all bank charges. The program invoice is payable within the stipulated payment schedule. All unpaid balances will automatically incur 15% interest per annum, effective from the date the invoice is due.
A copy of the bank transfer documents are to be sent to ACT on the day payment is initiated.
For all bank transactions the following account applies:

Bank: ZAGREBACKA BANKA D.D.
Bank address: Trg J. Bana Jelačića 10, Zagreb
Zip code & city: 10 000 ZAGREB
Country: CROATIA

IBAN:  HR 6323600001102519957

SWIFT ZABAHR2X

 

or

 

Bank: PRIVREDNA BANKA D.D.

Bank address: Ilica 5, 10000 Zagreb

Zip code & city: 10 000 ZAGREB
Country: CROATIA

IBAN: HR5823400091110702050

SWIFT: PBZGHR2X

 

Payment will be made to the Bank specified on the Invoice.

Cancellation Conditions

ACT must be notified of all cancellations in writing. All deposits paid or due to ACT up to the moment of cancellation, will become forfeit unless otherwise agreed upon for covering cancellation charges towards third party suppliers as per their contracting conditions. Deposits not paid on the contracted date remain due to ACT regardless of cancellation.

The CLIENT and ACT agree on the following cancellation terms:
For ground services:
The CLIENT and ACT agree that if full cancellation occurs the following cancellation policy must apply:

·         If cancellation of the individual/group occurs more than 60 days prior to arrival date: the 1st deposit is refundable less ACT costs and non-refundable deposits to third party suppliers as per contracting conditions in annex 1

·         If cancellation of the individual/group occurs less than 60 days prior to arrival date: the 1st deposit is non-refundable

·         If cancellation of the individual/group occurs less than 30 days prior to the arrival date: the 2nd deposit is not-refundable

·         If cancellation of the whole individual/group occurs less than 21 days prior to the arrival date: the 3rd deposit is not-refundable

Please note the following services will incur fees even if cancelled 60 days prior to individual/group’s arrival: venue rentals, all privatizations, catering costs, boat rentals and boat transfers. Additional cancellations fees may apply for programs confirmed on shorter notice.
Partial cancellations and reduction of participant numbers will not incur cancellation penalties if the reduction does not increase individual rates or is not contrary to cancellation policies of third party suppliers.

For hotel services:

·         As per hotel contracting conditions

Costs made in the destination

The CLIENT and ACT agree that all extra costs will be paid immediately in the destination unless otherwise agreed upon in writing. All additional requested services will require the signature of an authorized representative appointed by the CLIENT, and a credit card guarantee will be taken by the hotel and by ACT. The CLIENT will be held responsible as joint debtor for all claims and extra services (such as telephone calls, mini bar, laundry, service, restaurant bills, etc.) incurred by his guests, on the basis of the contract, even if “self- payment by the guest” has been stipulated.

Complaints

ACT must be made aware of any and all complaints immediately on site. ACT will try to rectify the problem in real time to the CLIENT’s satisfaction. If this is not possible, all complaints must be submitted to ACT in writing prior to the CLIENT’s departure from Croatia/destination. Each claim will be examined and forwarded to the suppliers for approval, after which ACT will try to rectify the problem as soon as possible and to the best of its abilities.

Refunds

During the operation of the program, the value of wholly or partially unused services for rooms, meals, transportation or any other service, will not be refunded unless, ACT recovers the costs involved. Prorated cost refunds cannot be made in connection with motor coaches, guides, couriers, admission fees or similar minor items, or in connection with performing arts, venues, or other special-event tickets. If there is any problem or defect with the technical equipment provided by ACT, ACT will remedy the situation immediately. In case of gross insufficiencies, the CLIENT has the right to possible refunds.

In case of complaints, the amount of the refund will be based on the real damage incurred within a provided service.

Confidentiality

Contracting parties agree that information pertaining to the program contained here within will be held as confidential and will not be released to third parties without the direct and written consent of the affected party.

Management Fee

An ACT Management Fee will be included in the program costing and will depend on the details of the program offered. This fee covers ACT’s permanent staff and resources dedicated to the production of your program from the time of the confirmation through its realization. It includes a dedicated project manager, your main contact within our organization, sometimes complimented by a team of assistants depending on the demands of the program.

Gratuities

Gratuities are not included in ACT rates and are at the CLIENT’S discretion. They are, however customary, ranging from 5%-10% of total services. ACT can manage your gratuities, please note that VAT (25 %) must be added to the desired amount.

Disputes

Contracting parties agree that any dispute or disagreement resulting out of or in connection with the services provided by ACT will be settled through mediation. If an agreement between ACT and the CLIENT cannot be reached through negotiations the dispute will be settled at the Commercial Court of Zagreb.