Terms & Conditions

Except where otherwise specified, Istria & More As (Charming Croatia) acts only as an agent in respect of all bookings we take and/or make on your behalf. We accept no liability in relation to any contract you enter into, or for any accommodation or services you purchase (“arrangements”) or for the acts or omissions of any supplier(s) or other person(s) or party(ies) connected with the arrangements. For all bookings, your contract will be with the owner of the accommodation/supplier of the arrangements in question (the ‘supplier(s)’). When making your booking we will arrange for you to enter into a contract with the applicable supplier(s) of the arrangements. 

Your booking with us is subject to these Agency Terms and Conditions and any specific booking conditions of the relevant supplier(s) you contract with, which can be found on the relevant page on our website. The supplier’s terms and conditions may limit and/or exclude the supplier’s liability to you. You may decide to make one or more bookings with us at the same time. The price charged in total for more than one booking will always equal the prices charged separately for each individual booking. All arrangements are available to be purchased separately at the same price as they are when more than one booking is made. By making a booking, the first named person on the booking (“the party leader”) agrees on behalf of all persons detailed on the booking that:

He/she has read these terms and conditions and agree to be bound by them;
He/she consents to our use of your information in accordance with our Privacy Policy; and
He/she is over 18 years of age and where placing an order for services with age restrictions you declare that he/she and all members of your party are of the appropriate age to purchase those services.

1. WHAT’S INCLUDED IN VILLA ACCOMMODATION

The price of accommodation includes the following:

• air conditioning
• electricity
• heating
• cleaning services
• linens
• towels
• water

Each order includes an additional fee of 250 NOK. It includes:

• exchange rate flactuation
• bank wire fees
• agency administration costs

2. PAYMENT DUE DATES

Please check the tables below for details of the payment schedule.

Note that exceptions may occur. In such case, the details will be included in the offer sent to you. 

Your booking is confirmed and a contract between you and the supplier will exist when we have received payment of your deposit (or full balance). We will send you a confirmation by email on the supplier’s behalf.

Please note all correspondence, will be sent to you by email only. Please ensure you provide us with an email address that is active and checked regularly and which shall remain active until after your return. We recommend that all customers check their ‘junk’ email folder to ensure none of our emails have incorrectly been sent there. It is your responsibility to tell us if you haven’t received your confirmation from us following payment of the deposit or full payment.

Please check your confirmation and other documents carefully and report any incorrect or incomplete information to us immediately.

3. MAKING A PAYMENT

Invoice payments can be made by PayPal, VIPPS (VIPPS is only available in Norway), or bank payment. Please ensure your payment is sufficient to cover the cost of the arrangements after deduction of any applicable 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 5 days the booking will automatically lapse without notice to you.

Bookings cannot be accepted from parties of people less than 18 years of age.

Except where otherwise advised or stated in the booking conditions of the supplier concerned, all monies you pay to us for arrangements will be held on behalf of the supplier(s) concerned and forwarded on accordingly.

4. SECURITY DEPOSIT

Most villa owners will require a security deposit to cover the cost of any damages. The deposit will be collected by the supplier on your arrival at the property and is usually €200 -€500 per property. Please ensure you have this amount available when you arrive, or entry into the property may be delayed until the deposit is produced.

The deposit is usually refunded to you by the supplier 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 supplier awaiting utility bills or proof of damage. It is the supplier’s obligation to refund you the security deposit, and Istria & More AS (Charming Croatia) accepts no responsibility.

5. CANCELLATIONS / CHANGES

Please notify us of changes or cancellations by phone, or email us at hello@charmingcroatia.com. Please note that there are cancellation charges associated with cancelling a booking you have accepted. See table below for details.

Note that exceptions may occur. In such case, the details will be included in the offer sent to you. 

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.

6. CURRENCY FLUCTUATION

If the currency of the property (HRK), or the currency of pricing (EURO), changes relative to the currency used for payment (NOK), the price may be raised with the same percentage as the applied value is increased by after September 1, 2016. Changes will be billed 30 days before rental period occurs. The increase does not give the tenant the right to cancel the lease, unless the price increase exceeds 10%.

If the applied value (HRK or EURO) has fallen since September 1, 2016, the tenant may require that the price be reduced by the same percentage as the applied value has dropped by. The claim must be sent to Istria & More AS (Charming Croatia) by e-mail no later than 30 days before the lease occurs. A requirement that exceeds 10% price reduction gives Istria & More AS (Charming Croatia) right to cancel the lease.

7. ARRIVAL AND DEPARTURE

Details of who to meet at the property are given on the directions sheet issued to you on behalf of the supplier once we have received full payment for the property. There is always an English-speaking contact person available.

Guests are generally expected to arrive after 16.00 and no later than 10.00 pm Croatian time. Check-out is 10 am. If your arrival is outside these times to the supplier may impose an out of office hours charge for someone to meet you at the property. If you arrive after 10.00 pm you may not be able to access the property until the following day.

8. COMPLAINTS

Because the contract for your arrangements is between you and the supplier, any queries or concerns should be addressed to them. If you have a problem whilst on holiday, this must be reported to the villa owner immediately. If you fail to follow this procedure there will be less opportunity for the supplier to investigate and rectify your complaint. The amount of compensation you may be entitled to may therefore be reduced or extinguished.

If you wish to make a formal complaint when you return home, please contact the villa owner. You will see their name and contact details in any confirmation documents we send you. Please also send your complaint letter to us as we would be grateful for all feedback. In certain circumstances, depending on our agreement with the supplier, we may be able to mediate between you and the supplier in order to help resolve the complaint; however we cannot accept any responsibility or liability for the complaint as we act as agent only.

9. TENANT DUTIES / COMPENSATION

The supplier 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 supplier may hold you responsible for any breakages, loss or damage to the property. It it is strongly recommended that you purchase adequate insurance cover for yourselves and all party members. The supplier 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.

Suppliers 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 supplier may terminate the rental without prior notice and without refund if the numbers are exceeded. 

10. INSURANCE

You are strongly recommended to take out personal travel insurance for all members of your party. Some suppliers require that you do so. It is your responsibility to ensure that the insurance you purchase is adequate and appropriate for your needs. Please read your policy details and take the necessary documentation with you.

Updated Nov 2017