GENERAL TERMS FOR CLIENTS
BOOKINGS & PAYMENTS
When booking, the client confirms that is familiar with the General Terms and that he accepts them in their entirety. When booking, the client is required to pay a deposit, while the balance is due according the accommodation type he has booked:
− for Villas and luxury accommodation booking the deposit required is 50 % at the moment of the reservation, while the balance 30 days prior arrival;
− for apartments booking the deposit required is 30% at the moment of the reservation, while the balance directly to the owner of the accommodation in cash upon arrival.
At the moment of the booking the agency will inform the clients about the payment form applicable to the booked accommodation. If no payment is received within 24 hours of making your booking, your booking will automatically lapse without notice to you.
Payment can be made by credit or debit card through PayPal or by bank transfer.
Please note that PayPal charge us a fee when you pay. Therefore if you choose to pay by PayPal, an additional fee will be payable. This is currently 4% of the total amount of your booking.
You can also pay by bank transfer. Bank transfer payments can be made in EUROS. Please ensure your payment is sufficient to cover the cost of the arrangements after deduction of any applicable bank charges.
BEN - (beneficiary means you do not pay any charges), OUR – (OUR instruction means you pay for all transfer charges and this guarantees that we will receive your payment in full), and SHA – (shared means you only pay your bank’s outgoing transfer charges) are codes in a SWIFT document regarding the details of charges.
Please make sure to choose the code „OUR“ – the client has to cover all the bank charges.
Where you choose to pay by bank transfer, your booking will remain on hold and will not be confirmed until such payment is received. If no such payment is received within 48 working hours the booking will automatically lapse without notice to you.
Bookings cannot be accepted from parties of young people less than 18 years of age. We reserve the right to refuse a booking without any given reason.
ACCOMMODATION: GENERAL INFORMATION
Please note that the following information is provided as a general guide only, to give you an idea of the expectations and standards of arrangements. This information and specific details can vary and accurate information shall be provided to you after booking.
PRICE OF ACCOMMODATION
The price of accommodation is in EUR. To clients who have paid deposit for their reservation, Kairos Travel guarantees the price of accommodation. If more clients, than are stated on the voucher, arrive at the accommodation unit, the host has the right to deny the extra clients accommodation or to accommodate all of the clients at extra charge directly made to the host.
ARRIVAL AND DEPARTURE
Guests are generally expected to arrive between 2.00pm and 10.00pm Croatian time and to depart by 11.00am. There may be slight variations to these times +/- one hour – you will be advised of the correct arrival/ departure times for your property on your travel documentation. If your arrival is outside these times to the accommodation provider may impose an out of office hours charge for someone to meet you at the property. If you arrive after 10.00pm you may not be able to access the property until the following day. Kairos Travel will not be held responsible for any problems arising as a result of the party or members of the party travelling with incorrect documentation.
Details of who to meet at the property are given on the directions sheet issued to you on behalf of the accommodation provider once we have received full payment for the property.
Some accommodation provider will require a security deposit to cover the cost of any damages or breakages. The necessity of paying the security deposit will be notified at the moment of the booking. The deposit will be collected by the accommodation provider on your arrival at the property and is usually €200 -€500 per property. For telephone use, internet access or other services a higher deposit may be required to cover eventual bills. You will be advised of this at the time of booking or if you decide on arrival that you wish to use additional services the higher deposit will be confirmed to you in resort by the accommodation provider. Please ensure you have this amount of money ready when you arrive otherwise entry into the property may be delayed until the deposit is produced.
The deposit is usually refunded to you by the accommodation provider at the end of your stay subject to an inspection of the property for damage. In some instances there may be delays of up to 8 weeks in returning the deposit due to the accommodation provider awaiting utility bills or proof of damage. It is the accommodation provider’s obligation to refund you the security deposit, and Kairos Travel accepts no responsibility.
WHAT IS INCLUDED IN THE PRICE
Generally, the properties are let by accommodation providers fully furnished and equipped. The price of all properties includes reasonable use of linen, electricity, hot and cold water. Occasionally accommodation providers may levy an additional charge for air conditioning/heating where available; you will be advised of this at the time of booking. Where there is a private pool, pool heating will incur an additional expense.
Not all properties will have air conditioning, and where available it will be subject to a fair use policy. If the accommodation provider considers your use of the air conditioning to exceed the fair use policy, you may be charged for use of the air conditioning limit over and above the acceptable limits. This may be deducted from your security deposit.
TELEVISION, TELEPHONE & INTERNET ACCESS
Not all properties will have Satellite/Cable television and where available it may not include access to all channels. Please check with us prior to booking if this is important to you.
Fax machine means a fax machine can be provided. Use of telephone/ internet facilities must be paid for locally.
Not all properties will have access to the internet, and where it is available it may be quite slow due to the rural location of the property. If this is important to you, please check with us prior to booking. If internet access is available it is generally assumed that the customer will bring their own laptop and the internet usage is subject to a ‘fair use’ policy. If the accommodation provider considers you have exceeded the acceptable fair use policy, you may be charged for the internet usage over and above those limits. This may be deducted from your security deposit. Please note that downloading movies, television programmes and/or games may be considered excessive data usage and subject to additional charges.
The accommodation provider will expect you to keep the property and all furniture, fittings, effects, facilities, equipment and grounds in the same state of repair and condition as at the commencement of your holiday, and in the same state of cleanliness and general order in which it was found. The accommodation provider may hold you responsible for any breakages, loss or damage to the property. Once again it is strongly recommended that you purchase adequate insurance cover for yourselves and all party members. The accommodation provider may make deductions from the security deposit for any extra cleaning over the number of hours committed to departure cleaning, and to claim compensation for costs over and above the sum of the security deposit.
Generally speaking, the parking of caravans/pitching of tents is strictly forbidden by the accommodation provider.
NUMBER OF PEOPLE USING THE PROPERTY
Accommodation providers will only allow those persons named at time the time of booking to use the property without prior agreement. The maximum number of people, including infants, allowed at the property may not be exceeded. The accommodation provider may terminate the rental without prior notice and without refund if the numbers are exceeded.
The accommodation provider or their representative will require reasonable access to the property to carry out urgent maintenance and/or inspection.
The party leader is responsible for the correct and decent behaviour of the party. Should you or a member of the party not behave in such a manner, the accommodation provider or their local representative/agent may use their absolute discretion and ask you and the party to vacate the property without refund.
Linen and linen change is generally included in all properties. It is advisable to take a beach towel and to check that cot linen is provided.
COMMERCIAL USE, SOCIAL EVENTS AND OTHER FUNCTIONS
Kairos Travel acts as an agent for accommodation providers for the private rental of a property. Use of the property for commercial purposes is expressly forbidden unless agreed with the accommodation provider prior to booking in which case additional terms and conditions and/or insurance may apply. If you are intending to organise a private function (e.g. party, wedding, cocktail party) at the property, you must seek prior permission from the accommodation provider. Additional charges and/or increased security deposit may be sought at the accommodation provider’s discretion.
SECURITY AND VALUABLES
Any valuables left at the property are left at your own risk. Neither Kairos Travel nor the property owner is responsible for their loss. Accommodation providers may not provide refunds should you decide to vacate the property as a consequence of a burglary.
Generally, no pets are allowed at properties except with the prior written consent of the accommodation provider. The accommodation provider may add a surcharge and/or increase the security deposit as a result. Number of pets must be agreed with the accommodation provider prior to acceptance of booking.
Please be aware that many of the properties are in rural or isolated locations and as such you may encounter flora and fauna such as mosquitoes, wasps, ants, local dogs etc as well as other environmental activities e.g. farming, drains etc. Some properties are located on non-surfaced roads.
Please note whilst we ensure that the properties offered are of the highest standards possible, they may not be equivalent to UK standards.
Many of the properties are over 100 years old and some are listed. As a result the structure and safety may not have current safety and design features. Whilst Kairos Travel makes every effort to give as much detail on each property as possible, including when it was built and whether or not it is suitable for children/people with walking difficulties, it may mean that the property may be less safe than a more recently designed/built property. Due to the rocky nature of the coastline some of the coastal properties may have steep approaches, many stairs and/or maybe perched on a rocky promontory. Whilst this provides a spectacular location it might not be suitable for certain types of customers and again every effort is made to advise you of this on the property details. As agent, Kairos Travel cannot be held liable for health and safety issues, maintenance or accidents which may occur at the property.
Please note we cannot be held responsible for any building or road workings occurring near the property. We will endeavour to advise you of any work occurring should we be made aware of it by the accommodation provider, but work can occur at any time without the accommodation provider’s prior knowledge.
LOW SLUNG CARS
People taking low/sports cars are advised to check with the accommodation provider that the access to the property is suitable.
AGENCY'S RIGHT TO CHANGES AND CANCELLATION
Kairos Travel reserves the right to change or modify a reservation in case of circumstances caused by conditions beyond its control that cannot be predicted, avoided or rectified. Booked accommodation can be substituted only by an accommodation unit of the same or higher category and at the price confirmed during booking, provided that client is notified ahead of time. In cases where substitute accommodation for paid accommodation is not available or client does not except it, Kairos Travel guarantees the refund of the complete paid amount.
CHANGES AND CANCELLATIONS BY THE ACCOMMODATION PROVIDER
We will inform you as soon as reasonably possible if the accommodation provider needs to make a significant change to your confirmed arrangements or to cancel them. We will also liaise between you and the accommodation provider in relation to any alternative arrangements offered by the accommodation provider but we will have no further liability to you.
CLIENT'S RIGHT TO CHANGES AND CANCELLATION
Cancellation of apartments booking
Client has the right to deposit refund in case he or she has to cancel the travel due to unexpected circumstances up to 14 days before travel only if the Agency confirms unexpected circumstances.
Cancellation of Villas and luxury accommodation booking
Generally accommodation providers charge the following cancellation charges, however we must stress that these are a guide only and cancellation charges may differ from those shown here depending the accommodation provider. The exact cancellation charges will be notified to you by the accommodation provider at the time of cancellation and/or can be found on the relevant page on our website.
Date by which notification is received: Charge:
More than 56 days prior to villa arrival Loss of deposit
55-43 days prior to villa arrival 60% of total cost
42-29 days prior to villa arrival 70% of total cost
28-15 days prior to villa arrival 90% of total cost
Less than 14 days prior to villa arrival 100% of total cost
Cancellation charges are calculated as a percentage of the total villa or luxury accommodation cost. Any booking fees or credit card charges are non-refundable. Cancellation charges exclude amendment charges which are non-refundable in the event of your cancellation. Depending on the reason for your cancellation, you may be able to re-claim these cancellation charges (less any applicable excess) under the terms of your insurance policy. Claims must be made directly to the insurance company concerned.
AGENCY CONSIDERS UNEXPECTED CIRCUMSTANCES TO BE
− Sudden acute illness (other than mental illness) that requires medical care
− Pregnancy complications
− Death or serious injury of the client, spouse or common –law partner with whom the client lives in marriage or domestic partnership, child, parent, brother, sister or person for whom the renter provides
The travel must be cancelled in writing form to the Agency no later than fourteen days before the arrival date stated in the voucher. For the purpose of determining the unexpected circumstances, the Agency shall request the renter to provide documented evidence in order to be able to refund them. In case of incomplete documentation or documentation not evidencing any of the above circumstances considered to be unexpected by the Agency, the Agency is entitled to refuse a refund.
Deposit refund means the return of the entire amount paid, reduced by bank fees. Refund shall be effected exclusively to the foreign currency account of the renter i.e. only to the account with his/her name. The refund shall not include the booking fee.If unexpected circumstances related to one of the travel participants, the Agency returns the funds in proportion to the number of travel participants
CIRCUMSTANCES FOR WHICH THE AGENCY DOES NOT RETURN THE DEPOSIT:
Mistake when choosing travel, reluctance to travel, events that occurred prior to the payment of deposit or which could be predicted, planned, anticipated or postponed surgeries, medical treatments or interventions, war, military operations or actions similar to war, terrorism, epidemics and pandemics, natural disasters, acts of God, prohibition or government decision, nuclear events etc.
In the event of a cancellation caused by other circumstances, cancellation made in period after fourteen days before travel or failure to appear the Agency retain the paid amount and refunds cannot be claimed.
The entire rent rate indicated in voucher is to be paid even in the cases when:
− Accommodation unit is used by less people than indicated in voucher
− Client is late and takes accommodation unit in rent with one or more days of delay
− The client needs to stop the use of accommodation unit before the departure data indicated in voucher (the host is not obligated to refund for the days he/she will not use accommodation unit).
− If the client does not come in accommodation unit until 12 p.m. on arrival date, the host is not obligated to hold accommodation unit for client anymore.
− If more clients than are stated on the voucher arrive at the accommodation unit, the host has the right to deny the extra clients accommodation or to accommodate all of the clients at extra charge directly made to the host.
It is agency's obligation to take care of provided services, hosts, and clients’ interests and rights according to accepted customs and practices in tourism.
The client is required:
− To pay the balance as agreed at the moment of the booking.
− To obey house rules in accommodation units and to have good relations with the host
− To produce the confirmation of payment (voucher received by mail) upon arrival with travel documents
− To check whether a visa is necessary for the country where the destination is located
Should the client not follow the above listed obligations, the client is liable for caused damage and must cover the expenses. By confirming the reservation, the client accepts to pay for all damages caused directly to the host. If the customer does not obey house rules in accommodation unit (especially disturbing other clients or neighbours after 11 p.m.) the host has the right to stop the rent without obligation of any money refund to the client.
If you have any special requests (for example dietary requirements, cots or room location), please let us know at the time of booking. We will pass on all such requests to the accommodation provider, but we can’t guarantee that they will be met and we will have no liability to you if they are not.
Each client - reservation holder has a right to file a complaint if the paid services wes not provided. If the services provided are not satisfactory, the passenger is required to immediately notify the Agency about the inadequate service and file a complaint on the day of his/her arrival at the location to the service provider and to inform the Agency office.
The client is obligated to cooperate with the Agency representative 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 client is not satisfied with the state of the accommodation and leaves the accommodation on his own initiative and finds another accommodation without giving the agency a chance to resolve the issue, correct the cause of the discontent, or find another accommdoation for the client, the client 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 client accept the proposed solution which corresponds with the service rendered 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 following an intervention, the client is obligated to submit a written complaint along with supporting documents as well as any photographs to support the complaint to the agency by e-mail at firstname.lastname@example.org or by post mail no later than 8 days following the return of the client 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, in other words for the duration of the 14/28 days after the complaint has been filed, the clients relinquishes the right to involve a third party, the arbitration of other institutions, 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 client's right to be compensated for ideal damages.
The compensation will be calculated according to the Frankfurt Table and it is the accommodation provider duty to compensate the clients.
The Agency cannot be held responsible for climate conditions, cleanliness, and the temperature of the sea, nor for other similar situations and events which can result in the dissatisfaction of clients and are not a direct result of the accommodation unit (for example, bad weather, improperly maintained beaches, crowds, lost or stolen property and such).
The Agency cannot be held responsible for accommodation provider failings.
If the clients decides to book a special LAST MINUTE deal, then he accepts all risks of such travel. These journeys include uncertainty of facts upon which the agency can not influence, and the client primarily due to the price accepted such a trip and therefore has no right of complaint to the agency.
The Client and the Agency will aim to settle possible law suits in the application of this Agreement and if an agreement cannot be reached the issue will become subject to the decision of the Trogir Court jurisdiction, under the authority of the laws of Croatia.