Terms & conditions

Private accommodations, apartments, hotels, villas, country houses and holiday homes

Exceptional cancellation policy for full refunds due to Corona!

You will receive a full refund if:

You can choose to cancel up to 30 days before the start of your holiday if the official decision of your country of residence (Ministry of State) prohibits all travel to Croatia as "absolutely necessary".

You can choose to cancel up to 30 days before your holiday starts in case of border closures or flight cancellations.

In the event of travel restrictions up to 29 days before the start of the holiday, the agency is obliged to issue a voucher for the amount of the traveler's payment to the agency. The traveler must use this voucher within 18 months of the issue date for the originally booked accommodation.

If the originally booked accommodation is not available at the desired time, it is possible to rebook to alternative accommodation according to the traveler's wishes. The new accommodation must be in the same price category as the originally booked one.

The following conditions apply to the latter:

Customers cannot request a cancellation for any other reason. If this occurs more than 30 days before your holiday, you will receive a full refund.

The vast majority of our holiday homes are covered by our full refund offer. This is not the case for a few, as the client (usually the homeowner) has not agreed to participate.

Our villa specialists will notify you about every villa/holiday home you are interested in.

If you made a booking before September 10, 2021, our general standard cancellation policy listed below will apply.

1. General Provisions

These General Terms and Conditions and Travel Regulations form part of the contract or voucher between BM-projekt doo, Rovinjska 2, Poreč 52440, OIB 01813300089 (hereinafter referred to as the Agency) and the travel contractor (hereinafter referred to as the Traveler).

These General Terms and Conditions define the terms under which the agency enters into a contract with the reservation holder, which differ with regard to legal liability.

For reservations where the agency offers additional services beyond the contractually agreed accommodation, it acts as the organizer, while in all other cases it acts as an intermediary (in the sale of the accommodation).

All information and conditions in the program and in these General Terms and Conditions are binding for both the agency and the traveler.

2. Offers

The agency guarantees the provision of services in accordance with the published information valid at the time of booking confirmation, as well as in accordance with the description and travel period as per the confirmed reservations, except in cases beyond our control, such as illness or death of the service provider or their immediate family members, exceptional circumstances that cannot be foreseen or avoided (natural disasters such as earthquakes, floods, sanitary disturbances, fires, droughts, wars, strikes, terrorist attacks and government-imposed restrictions, mobilization, travel bans).

3. Reservation and Payment

Inquiries and accommodation reservations can be made by email, telephone or in writing at all branches of the agency as well as at the offices of our partner travel agencies.

By confirming a reservation, the traveler confirms that he is familiar with the general terms and conditions of the travel services and fully understands and accepts these conditions, which are binding for both the traveler and the agency.

The agency provides travelers with relevant materials in electronic form, containing all relevant information about the trip, and provides or refers to the General Terms and Conditions of Travel, which are an integral part of this contract, and offers a travel insurance package.

To book accommodation, the traveler is required to pay a deposit of at least 20% of the total price of the accommodation for the selected period, unless otherwise specified during the booking process. The remaining 80% of the total price of the accommodation is payable directly to the service provider – the host – upon arrival, unless otherwise specified during the booking process.

For specially marked properties or accommodations, the traveler is obliged to pay 100% of the value of the accommodation price for the selected period in order to realize the booking.

The payment options listed apply to all accommodations unless otherwise stated and were presented to the traveler upon booking confirmation. The traveler is obligated to provide all information necessary for the booking process.

Note for payments from abroad – This payment method is exclusively for international customers. The reservation amount must be transferred to the agency's international bank account. The customer is fully responsible for all bank transfer fees, both for the sender and recipient.

Note regarding credit card payments – All payments are processed in Croatian currency. The amount charged to your credit card account is calculated by converting the price from Euros to Croatian Kuna according to the current exchange rate of the Croatian National Bank.

When your credit card is charged, the same amount will be converted into your local currency according to the credit card company's exchange rate. Due to this conversion, there may be a slight difference from the original price shown on our website.

The service provider reserves the right to refuse service to the traveler if the traveler brings a pet to the accommodation without notifying the agency or service provider beforehand.

In this case, the agency is not obliged to accept complaints from the traveler regarding the quality of the booked accommodation or services.

Promotions and discounts cannot be aggregated or combined. Each reservation can only include one discount.

4. Residence tax

According to the Croatian law on residence tax, the traveler is obliged to pay the residence tax together with his/her accommodation payment.

According to the Croatian Residence Tax Act, the residence tax for adults is between 2.00 and 7.00 Kuna per person per day.

Young people aged 12 to 18 (but not after reaching the age of 18) are entitled to a 50% reduction, while children under 12 are exempt from paying the residence tax.

The total amount of tourist tax for a specific reservation depends on the destination in the Republic of Croatia and the period of accommodation.

5. Prizes

The price of the service includes the basic service as described in the price list of the reserved accommodation unit.

Special or additional services are services that are not included in the basic price of the accommodation (marked in the description of the accommodation unit or in the price list/rates as other types of possible services or additional services that are available after prior notification and at an extra charge) and as such must be paid by the traveler together with the reservation amount or on site, as indicated in our offer.

Special and additional services/requests must be requested or announced during the reservation process.

The accommodation price includes the average costs for electricity, water and gas, as well as all bed linen and bedding, final cleaning and other additional services listed in the description of the individual accommodation units.

The traveler is obliged to leave the premises clean and tidy before departure, regardless of the final cleaning fee set by the landlord.

Final cleaning includes washing and putting away the dishes, disposing of the rubbish and sweeping all rooms of the accommodation unit, so that the accommodation unit is left clean and tidy.

Service prices are quoted in euros. The agency reserves the right to change published prices. For travelers who have made a deposit for a specific reservation, the agency guarantees the accommodation price listed in the calculation on which the deposit was based.

Should the prices change before the deposit is paid, the agency is obliged to inform the traveler of these changes.

All parties involved accept that the agency reserves the right to change prices no later than 20 days before the start of the service if the following occurs after the booking confirmation:

Exchange rate fluctuations. Should the price of the paid reservation amount increase by more than 10%, the traveler has the right to cancel their reservation and is also entitled to a refund without additional compensation.

The prices listed in our offers and programs are set according to agreements with our partners and do not necessarily correspond to the prices displayed on-site at the accommodation unit where the traveler is staying. Any price differences cannot be claimed.

If the number of people arriving at the booked accommodation exceeds the number stated in the travel documents (voucher), the service provider has the right to refuse service to the unregistered travelers or to accommodate all travelers, provided that an additional payment is made on-site for the unregistered travelers. In this case, the agency will not accept any complaints regarding the quality or services provided by the booked accommodation.

6. Categorization and service description

The offered residential units are described according to the official categorization of the responsible authority and the actual condition of the unit at the time of its publication.

The standard of accommodation, food, services, etc. varies depending on the destination/country and is not comparable.

The information provided to the traveler at the point of sale does not bind the agency any further than the information provided on the websites of www.vipholidaybooker.com or in the catalog or other printed materials of the agency.

A parking space is only considered secure if the service provider offers one parking space for each residential unit on the premises or in its vicinity. A secure parking space does not necessarily mean that it is located in the courtyard of the premises, in a guarded, fenced, or covered area.

Accommodations that are wheelchair accessible, but not necessarily fully adapted, must have the following characteristics:

The apartment is located on the ground floor (maximum 2 steps at the entrance to the apartment)

The size of the living unit is suitable for the movement of a person in a wheelchair (minimum width is 75 cm, a spacious bathroom which is not necessarily equipped with suitable handles and bars).

7. Obligations of the Agency

The agency's obligation is to provide services and to select the service provider taking into account the rights and interests of travelers, in accordance with the traditions of the tourism industry.

The Agency will fulfill all of the above obligations as described, except in cases beyond its control (Clause 2), in which case the Agency will act in accordance with Clause 12.

8. Obligations of the traveler

The traveler is obliged to:

that he has valid travel documents

respects and adheres to all customs and currency regulations of the destination country

to respect and comply with all customs and currency regulations, as well as the laws and other regulations of the Republic of Croatia and other countries through which he/she travels or in which he/she resides.

It is the traveler's responsibility to inquire whether a visa is required for the destination country and its neighboring countries. Should the traveler be unable to continue their journey due to a direct violation of these regulations, the traveler shall bear all associated costs.

to adhere to the house rules of the accommodation unit and to cooperate well with the service provider.

to present the service provider with the document proving that the service has been paid for (voucher via email or fax).

The remaining balance of the reservation, as stated in the travel document (voucher), must be paid to the service provider in the local currency (Croatian Kuna) on the first day of arrival. The price in Euros will be converted to Croatian Kuna according to the exchange rate of the Croatian National Bank on the day of payment.

Guests must declare their intention to bring a pet into the accommodation, even if the accommodation is advertised as pet-friendly, and specify the type and size of the pet. Even if pets are allowed, there are house rules that must be followed and respected.

Most pet-friendly accommodations charge an additional fee, payable directly to the provider on the day of arrival. The traveler will receive information about the pet fees payable on the arrival day from the agency in advance.

If the traveler intends to arrive with more people than the maximum capacity of the accommodation unit indicates, he is obliged to inform the agency immediately after submitting his accommodation request, even if the people are minor children.

The possibility of accommodating a larger number of people depends entirely on the goodwill of the accommodation provider and may incur an additional charge. There are no rules that allow minor children to stay at the accommodation unit free of charge and without prior notice.

If the traveler fails to comply with these regulations, they will be liable for any costs or damages. By confirming a reservation, the traveler agrees to compensate the local service provider for any damages resulting from their own negligence.

9. The traveler's right to changes and cancellations

If a traveler wishes to change or cancel a confirmed reservation, they must do so in writing (by email or fax). Changes or cancellations made by telephone are not permitted and will not be accepted.

In the event that the traveler requests a change or cancellation of a confirmed reservation, the date on which the written cancellation is received during the agency's regular business hours will be the basis for calculating costs.

If the written cancellation is received outside the agency's regular business hours, the cancellation date relevant for calculating the cancellation costs is the agency's next working day.

In the event that the traveler cancels a confirmed reservation of private accommodation up to 72 hours after payment, provided that at least 40 days remain between the date of cancellation and the start of the service of the reservation in question, the following applies: The agency will refund the traveler the amount paid within 7 working days.

This only applies to the first cancelled reservation.

In the event that the traveler requests a change to the number of persons, the arrival date or the end date of a confirmed reservation, provided the change is possible, the following conditions apply:

If the new reservation amount is equal to or higher than the original reservation amount more than 30 days before arrival, the agency will only charge the price difference.

If the new booking amount is lower than the original booking amount more than 30 days before arrival, the agency will charge a rebooking fee of EUR 25.00. Any price difference will be refunded to the traveler.

If the new reservation amount is equal to or higher than the original reservation amount between 29 and 7 days before arrival, the agency will only charge the price difference.

If the new reservation amount is lower than the original reservation amount between 29 and 7 days before arrival, the agency will make an adjustment according to the traveler's request; however, the reservation amount will not be reduced. Reservation changes from 6 to 1 day before arrival are not possible.

In the event that the traveler requests a change from the confirmed accommodation unit to accommodation in the same building of the same service provider, the agency will charge a change fee of EUR 15.00 and any price differences, provided the change is possible.

In the event that the traveler requests a change from a confirmed accommodation unit to an accommodation unit of another service provider, the change will be treated as a cancellation and the cancellation conditions listed below will apply.

If a change to the reservation is not possible and the traveler cancels the confirmed reservation, the cancellation conditions listed below will apply.

If the customer requests a change to the reservation up to 48 hours before arrival, and a change is possible, the agency will charge an administration fee of €15 plus any price difference. Changes made less than 48 hours before the transfer are not possible.

Cancellation policy:

Private accommodation - apartments and rooms, hotel rooms

 

1) The following cancellation fees apply when cancelling an accommodation:

For cancellations made up to 30 days before the start of the service, a minimum of 20% and a maximum of 40% of the total reservation amount will be charged. The cancellation fee corresponds to the amount paid for the booking confirmation.

For a reservation cancelled between 29 and 0 days before the start of the service, 100% of the total reservation amount will be charged. If the traveler does not arrive at the destination or cancels the accommodation service after it has started, 100% of the total reservation amount will be charged.

Villas, country houses and holiday homes

For cancellations up to 40 days before the start of the service, 40% of the total reservation amount will be charged.

For cancellations made between 39 and 0 days before the start of the service, 100% of the total reservation amount will be charged.

The guest is obliged to pay the total amount or the remaining amount of the entire reservation no later than 40 days before the start of the service.

Note: All of the above conditions apply to all types of facilities unless otherwise stated during the booking process.

Transfer

2) In the event of a cancellation of a confirmed transfer reservation, the following fees will be charged:

For reservations cancelled up to 72 hours before the start of the service, an administration fee of EUR 15 will be charged if the traveler does not arrive at the transfer destination or cancels the service within 72 hours of the start time. 100% of the total reservation amount will be charged.

For each cancelled accommodation reservation, the agency charges a processing fee of €25. If the traveler is entitled to a partial refund after a reservation cancellation, the agency will issue a refund within 45 days.

In the event that the traveler cancels a reservation for which they have paid 20% of the total booking amount, and the actual cancellation costs exceed the amount already paid for the reservation, the agency reserves the right to charge the actual costs incurred, which will be calculated in accordance with the cancellation policy described in clause 9 of these terms and conditions.

The agency will issue an invoice to the traveler, which he must pay within 14 days of receipt.

If the traveler needs to cancel a reservation within 7 days before the start of the service, the agency will offer the traveler the opportunity to find a new traveler/user for the same reservation, if possible (this depends on the service provider).

In this case, the agency will only charge the actual cost of the passenger change. The new reservation holder accepts all obligations stated in these terms and conditions.

If the traveler does not arrive at the accommodation by midnight of the start of the service without contacting the agency or service provider, the reservation will be cancelled and the applicable cancellation fees will be charged in accordance with the above conditions.

Should the actual costs exceed the amount paid for the reservation, the agency reserves the right to invoice the actual costs incurred and send the traveler an invoice which must be paid within 14 days of receipt.

The agency is not obliged or responsible to reimburse the traveler for the costs of their travel documents or visas in connection with reservations cancelled by the traveler.

10. Travel insurance

The travel insurance package is not included in the travel price: insurance against accidents and illnesses that may occur during the trip, damage to or loss of luggage, or voluntary health insurance.

Should the traveler wish to purchase additional insurance, arrangements can be made directly with the insurance company or through the agency itself, which acts only as an intermediary. Please read the insurance terms and conditions carefully before purchasing.

The price of the trip does not include travel cancellation insurance. Should the traveler suspect during the booking process that they might have to cancel their trip for any reason, the agency recommends taking out travel cancellation insurance.

Travel cancellation insurance cannot be paid for after the reservation has been made, but only during the booking process.

Should the traveler not have travel cancellation insurance and be unable to travel, the agency reserves the right to grant the traveler a refund in accordance with the cancellation conditions set out in clause 9 of this agreement.

In the event of a cancellation of the reservation, the costs for applying for a visa and other costs for travel documents are non-refundable, even if the traveler has travel cancellation insurance.

If the traveler has travel cancellation insurance, the traveler must submit all claims to the insurance company that issued the insurance policy, while the agency is obliged to provide all necessary documents relating to the claim and the reservation in question.

All further insurance terms and conditions are attached to the insurance policy and the agency recommends that travelers read them carefully.

11. Luggage/Travel baggage

Each traveler is responsible for lost, damaged, or stolen items left unattended.

The agency is not responsible for lost, damaged or stolen luggage, nor for stolen luggage or valuables left in the accommodation (we recommend renting a safe if possible or taking out an insurance package that includes luggage insurance).

Lost or stolen luggage must be reported to the accommodation provider or the relevant police station.

12. The agency's right to make changes and cancellations

The agency reserves the right to modify reservations if circumstances arise that are unforeseeable, avoidable, or eliminable (see clause 2). A reserved accommodation unit can only be changed to an accommodation unit of the same or a higher category and at the price at which the traveler confirmed the reservation, and only after prior notification to the traveler.

If alternative accommodation is only available in a higher category and the price is 15% higher than the price of the paid reservation, the agency reserves the right to charge the traveler the difference in consultation with the traveler.

In the event that alternative accommodation cannot be arranged, the agency reserves the right to cancel the reservation and will notify the traveler before the start of the service. Furthermore, it guarantees a full refund of the amount paid.

If the agency cancels a reservation, the traveler is not entitled to compensation from the agency and the agency is only obliged to refund the amount paid into the agency's account.

If no suitable replacement unit is available on the day the service is due to start, the agency will endeavor to inform the traveler about possible alternative arrangements that are not part of the agency's offer and will refund the traveler the full amount paid for the reservation.

13. Filing of complaints

Every traveler/reservation holder has the right to file a complaint if the paid services have not been provided. If the services provided are unsatisfactory, the traveler is obligated to inform the agency immediately of the inadequate service and to file a complaint with the service provider on the day of arrival at the destination. The traveler must also inform the agency's office by email at info@nik.hr or by phone at +385 98 437 746 (customer service hours 8:00 AM–4:00 PM).

The traveler is obliged to cooperate well with the agency representative and the service provider so that the reason for the complaint can be clarified.

If the traveler is not satisfied with the condition of the accommodation upon arrival and leaves on his own initiative and seeks other accommodation without giving the agency the opportunity to resolve the problem, rectify the cause of the dissatisfaction or find other accommodation for him, the traveler has no right to demand a refund or claim damages, regardless of whether his reasons were justified or not.

Should the traveler accept the proposed solution, which corresponds to the service provided on site, the agency will not consider or respond to any further complaints.

If the problem cannot be resolved on-site after intervention, the traveler is obliged to submit a written complaint, along with supporting documents and any photos to substantiate the complaint, by email to info@nik.hr or by email to the agency no later than 8 days after the traveler's return from their trip.

The agency will only consider fully documented complaints received within the 8-day period.

The agency is obliged to provide a written solution to the complaint within 14 days of receiving the written complaint.

The agency may postpone the deadline for gathering evidence and reviewing damage estimates with the service provider, but not for more than 14 days. The agency will only consider claims whose cause could not be determined on-site.

Until the agency makes a decision, i.e., for a period of 14/28 days after the complaint is filed, the traveler waives the right to involve third parties, initiate arbitration proceedings with the UHPA or other institutions, disclose information publicly, or file a lawsuit.

The maximum compensation amount per complaint can only be the portion of the service that was claimed and cannot include the portion of the service used or the total cost of the service. Tourism law excludes the traveler's right to compensation for non-material damages.

If the traveler is not satisfied with the organizer's response and has used the services of an agency that is a member of the UHPA, and has submitted a complaint in accordance with the above guidelines for the complaint implementation process, the traveler may appeal to the UHPA arbitration process.

According to the arbitration rules, the entire process should be completed within one month. During this process, the organizer will either reach an agreement on compensation, or the traveler will learn, for a small fee, that even in court, where an appeal is possible, they have little chance of winning the case.

The agency cannot be held responsible for climatic conditions, cleanliness, sea temperature, or other similar situations and events that may lead to dissatisfaction of travelers and are not directly attributable to the accommodation unit (e.g., bad weather, improperly maintained beaches, crowds, lost or stolen property, and the like).

If the traveler chooses to book the special LAST MINUTE, FIRST MINUTE, or SPECIAL OFFER, they accept all the risks associated with such a trip. These trips involve uncertainties due to circumstances beyond the agency's control, and the traveler accepts such a trip primarily for the price and therefore has no right to a refund or to file a complaint with the agency.

14. Personal Data Security

The traveler provides their personal data voluntarily. Personal data is required for processing the requested services. This same data is used for communication between travelers.

The agency is obliged not to export the traveler's personal data from the country or to pass it on to third parties, except for the purpose of providing the requested services.

Personal data is stored in a database in accordance with the management's decision regarding the method used for collecting, processing and securing personal data.

By accepting these terms and conditions, the traveler grants permission for his personal data to be used for promotional offers from the agency.

Note 15

Making a deposit or full payment means that the traveler fully understands and accepts the above conditions.

16. Place of jurisdiction

The traveler and the agency will attempt to resolve any legal disputes arising from this agreement. If no agreement can be reached, the matter will be subject to the jurisdiction of the competent court in Split, and the laws of the Republic of Croatia will apply.

Opposition's solution

Every traveler – contract holder – has the right to complain about the non-fulfillment of the contractually agreed service.

Should the services offered not be provided properly, the traveler is obliged to immediately report the inadequate service on the day of arrival and inform the agency by email to info@bm-projekt.com or by telephone at +385 (0) )91 172 90 80 (User Service working hours 08:00-16:00).

The customer is obliged to cooperate in good faith with the service provider and the agency in eliminating the causes of the complaint.

A traveler who leaves the accommodation and seeks alternative accommodation on his own initiative because he is dissatisfied with the situation of the reserved accommodation, without giving the agency the opportunity to eliminate the reason for his dissatisfaction or to find alternative accommodation for him, is not entitled to a refund or to claim damages, regardless of whether his reasons were justified or not.

Even if the traveler accepts the proposed solution to the complaint on site, which corresponds to the paid service, the agency will neither consider nor respond to subsequent complaints from the traveler.

If the problem could not be resolved even after the agency's intervention, the traveler is obliged to send the agency a written complaint, along with supporting documents and photos that substantiate the complaint, by email to info@bm-projekt.com or by post no later than 8 days after returning from vacation.

The agency undertakes to consider only fully documented complaints received within 8 days of the booking date.

The agency will decide on the traveler's complaint in writing within 14 days of receiving it. The agency may extend the deadline for resolving complaints by a maximum of 14 days to gather information and review objections with the service provider. The agency undertakes to process only those complaints that cannot be resolved at the resort.

While the decision-making process takes place and a total of 14 or 28 days pass after the complaint is filed, the traveler has no right to a reversal by third parties: mediation by the UHPA or another institution, disclosure of information to the media, or the right to bring an action.

The maximum compensation per complaint can reach the amount of the advertising portion of the services and cannot cover services already used or the total amount of the agreement. Tourism law excludes passengers' right to compensation for non-material damages.

A traveler who is not satisfied with the traveler's response and has used the services of a UHPA member agency and followed the above instructions for conducting the appeal procedure may, provided that he has all the necessary documentation, appeal to the UHPA arbitration procedure.

According to the arbitration rules, the entire process must be completed within the next month. Through this process, the organizer either agrees to compensation or the traveler learns, for a small fee, that even in court, against which they can still appeal, there is no chance of winning the dispute.

The agency cannot be held responsible for climatic conditions, cleanliness and temperature of the sea at the destinations, as well as any other similar situations and events that may lead to dissatisfaction of travelers but do not directly affect the quality of the reserved accommodation unit (e.g. bad weather, poorly equipped beaches, excessive crowds, theft or property damage, etc.).

When a traveler chooses a reservation from a special LAST MINUTE, FIRST MINUTE, or SPECIAL OFFER offer, they accept all the risks associated with such a reservation. LAST MINUTE, FIRST MINUTE, and SPECIAL OFFER reservations involve uncertainties over which the agency has no control, and the traveler has accepted such a reservation primarily because of the lower price, thus waiving their right to a refund of any amounts paid and their right to appeal to the agency.

17. STRIPE PAYMENT GATEWAY

BM - PROJEKT doo Rovinjska 2, 52 440 Porec, Croatia uses Stripe for online payments.

Stripe is a secure system for online payments, real-time payments, credit and debit cards, and other payment methods. Stripe offers customers and merchants secure entry and transmission of card data, which is also confirmed by Stripe's PCI DSS certificate. Stripe uses an SSL certificate with 256-bit encryption and the TLS 1.2 cryptographic protocol as the highest level of protection for data entry and transmission.