General Travel Conditions and General Conditions and Instructions for Tourist Arrangements
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1. Subject of the contract
The subject of this contract is the arrangement of mutual relations between travel organizers – tourist agencies Kanjon turizam d.o.o. (hereinafter CANYON TRAVEL) and the PASSENGER or the Travel Contractor in the event that the Contracting Authority concludes this Agreement in the interest of the Third Person as a Passenger (hereinafter referred to as PASSENGER). This Travel Contract also contains the General Conditions and Instructions for Tourist Arrangements, ie it is called on a travel program that contains all the necessary information. The contract is considered binding after it has been signed by an employee of the agency (CANYON TRAVEL agency agent or any other authorized to sell the CANYON TRAVEL arrangement) and the PASSENGER and after the PASSENGER fully pays the price of the touristic arrangement or part of the price and undoubtedly ensures the payment of the remaining amount to the agreed date. If a passenger is not able to sign a contract personally, the contract produces legal effects only when the CANYON TRAVEL receives the entire contract price of the arrangement price or, if explicitly contracted, a portion of the agreed price and documentation which indisputably ensures the payment of the remaining part of the price by the agreed date. The traveler can travel to the CANYON TRAVEL and other authorized agencies by personal, telephone, internet or other means of distance communication. When entering into a contract, the passenger is required to provide personal information and timely provide all the documentation necessary for the organization of the trip. PASSENGER warrants that CANYON TRAVEL has provided the correct and valid information necessary for the unobstructed travel realization and accepts all legal obligations arising out of this contract and positive legal regulations.
2. Reservations and payments
When signing up for a booking confirmation, the traveler pays 30% of the price of the package (unless otherwise specified in the program). The remaining amount up to the total price of the package is payable not later than 21 days before the start of the journey or the documentation for the undue payment of the total price of the package is provided. If a passenger does not fulfill his / her obligation at least 21 days before departure, he / she will be deemed to have canceled the booking without the possibility of refunding the advance payment.
Payment option: https://www.canyontravel.eu/terms-of-condition/paymenth-option/
The travel prices are published in the travel program and are valid from the date of publication of the program. The prices quoted in CANYON TRAVEL programs are based on contracts with our partners and do not have to match the prices posted on the spot in the destination where the traveler is staying and any price difference may not be the subject of the complaint.
The travel organizer can provide that a traveler of certain services to be used abroad is paid on the spot in the currency of the country in which he is located. For services paid on-site, a traveler may submit a complaint directly to the service provider.
CANYON TRAVEL may, at least 21 days before the start of the journey, require an increase in the contract price if, after the conclusion of the contract, a change in the exchange rate has been made or the price of the services constituting the package arrangement increases, in particular the increase in transport costs, including fuel costs or air and other ports, etc.), increase in accommodation prices, which affect the cost of travel. In this case the price of the arrangement will increase the reciprocal increase in the price of the calculation elements on the basis of which the price is formed. The traveler agrees to accept the agreed price increase by up to 10%. If the contract price increases by more than 10%, the passenger has the right to waive the arrangement, and must notify CANYON TRAVEL in writing within 2 working days of receipt of the notification. In case of cancellation from the arrangement, the passenger is not entitled to compensation for damages. If the Traveler does not deliver the cancellation to CANYON TRAVEL in writing and within the specified time period, it is considered that he or she agrees to change the price.
4. Categorization and description of services
Offered hotels, apartments or other facilities in CANYON TRAVEL programs are described according to the official category of the country concerned at the time of issuance of the program. We point out that local categorization in different countries differs significantly. Accommodation, nutrition, comfort and other services under the supervision of local and state tourist authorities, and standards of accommodation and services are different and not comparable. CANYON TRAVEL accepts no liability for any verbal or written information that is inconsistent with the description of the services and facilities in the CANYON TRAVEL program valid for the specified trip, provided by CANYON TRAVEL or any other third party.
The arrangement of accommodation in rooms or apartments is determined by the reception in the residence. If a traveler does not explicitly contract a room / apartment with special features, he / she will accept any officially registered room / apartment for issuance in a particular facility or destination described in the travel program. Accommodation is not possible before 16:00 on the day of commencement of use of the service, and must be vacated by 10 am on the day of completion of the service, unless otherwise stated in the travel program. For later individual arrivals to accommodation facilities (after 20 hours), it is necessary, at least one day before departure, to notify CANYON TRAVEL if such a late arrival is not provided for a travel program.
5. Travel documents, compliance with regulations
A traveler applying for a trip abroad must have valid travel documents. At the time of application or at the expiration of the deadline stated in the program, the Traveler shall provide all necessary data and documents for obtaining a visa to CANYON TRAVEL for the country to which it is traveling. CANYON TRAVEL does not guarantee a visa. If a traveler fails to comply with the stated obligations or if his visa application is denied, the passenger will be deemed to have withdrawn from the journey.
The traveler is obliged to respect customs, foreign currency and other regulations. If a traveler can not continue the journey due to non-compliance, he / she will bear all the costs and consequences that arise. If a traveler loses travel documents or is stolen during the journey, they are obliged to provide new ones at their own expense. The traveler is obliged to make sure that he personally, his documents and luggage meets the conditions foreseen by the visa, border, customs, health and other regulations, both the Republic of Croatia and the country to which he travels, to comply with the rules of house in catering and hotel facilities and cooperate with the representative of travel organizers and service providers in good faith. In the event of non-compliance with these obligations, the Traveler shall be liable for any damages, and CANYON TRAVEL shall not be liable for any such damages. In this case, the amount of damage the traveler pays to the owner of the facility (hotels, apartments, etc.) at the reception.
When signing the contract, the CANYON TRAVEL employee will familiarize the traveler with sources of information on the country to which the traveler is traveling, including the opinion of the Ministry of Foreign Affairs of the Republic of Croatia. We recommend every traveler to be personally informed on the website www.mvep.hr and look at the list of high or moderate risk countries in the opinion of the MVEP RH.
All travelers who are not Croatian nationals and do not have Croatian travel documents are advised to inform themselves personally of the country they are traveling and the conditions to be fulfilled for travel to that country prior to the payment of the arrangement, having in mind the diversity of regulations applicable to nationals of certain countries. CANYON TRAVEL may refer the passenger to the source of information but in no way assumes responsibility for the consequences of non-compliance with these regulations for the passenger himself.
Invalid travel documents, ie disapproval of visas resulting in the cancellation of travel, do not in any way oblige the CANYON TRAVEL and the travel cancellation conditions apply. CANYON TRAVEL removes any liability for any damage that would result from disregarding the regulations of certain countries or which would cause invalid travel documents.
6. Travel insurance
In accordance with the Tourism Services Act, the employees of the Agency are obliged to offer a “travel insurance package” consisting of: voluntary health insurance during their stay abroad, accident insurance, luggage insurance and travel cancellation insurance. By signing the contract, the passenger confirms that he has been offered a travel insurance package. In the case of a passenger requesting the above mentioned insurance, they can be arranged directly at one of the insurers or at CANYON TRAVEL, where CANYON TRAVEL participates only as an intermediary.
By signing this contract it is considered that the travelers are offered and recommended the insurance mentioned in the previous paragraph.
7. Insurance against travel cancellation risk
If a traveler is planning to cancel a trip for travel, we recommend paying a cancellation insurance policy. Cancellation insurance can not be paid later than at the travel application.
Cancellation insurance is valid only in the following cases, with the required written confirmation: military call, illness, death in the immediate family. If a passenger does not have a cancellation insurance contract and must cancel the trip and have a certificate of military call, illness or death, CANYON TRAVEL reserves the right to pay according to the rules set out in Article 8 of this Agreement. In case of cancellation of the arrangement, the cost of obtaining a visa is not paid and in case the traveler has paid the cancellation insurance. With the payment of the cancellation insurance policy, the passenger transfers all his claims to an insurance company whose insurance policy has been canceled and CANYON TRAVEL commits the passenger to provide all the documentation necessary for the claimant’s claim to the insurance company relating to the arrangement. All cancellation conditions are listed in the insurance policy and are recommended to each passenger to read them personally.
8. Cancellation of travel by passengers
If a traveler denies a paid arrangement, CANYON TRAVEL will be held for damages from the total cost of the arrangement (unless otherwise indicated):
European trips, vacations, skiing
up to 30 days before departure 10% of the price of the package and at least 100 kn
29-22 days before departure 30% of the price of the arrangement
21-15 days before departure 40% of the price of the arrangement
14-8 days before departure 80% of the price of the arrangement
7-0 days before departure and after departure 100% of the price of the package
Travel distances, foreign language courses
up to 30 days before departure 25% of the price of the package
29-15 days before departure 80% of the price of the arrangement
14-0 days before departure and after departure 100% of the price of the arrangement
up to 46 days before departure 10% of the price of the arrangement
45-31 days before departure 25% of the price of the arrangement
30 to 16 days before departure 50% of the price of the arrangement
15-8 days before departure 80% of the price of the arrangement
7-0 days before departure and after departure 100% of the price of the package
Luxury luxury villas
up to 56 days before departure 30% of the price of the arrangement
55-43 days before departure 50% of the price of the arrangement
42-29 days before departure 65% of the cost of the arrangement
28-16 days before departure 90% of the price of the arrangement
16-0 days before departure and after departure 100% of the price of the arrangement
These costs are also applied to changes in the date of departure or accommodation as well as any other significant changes. CANYON TRAVEL charges the actual cost of replacement if the traveler – the contractor deletes the trip and finds another user of the same reservation that meets all the conditions for using the aforementioned arrangement.
If 21 days before the trip the traveler has not paid the rest of the amount or secured a non-paying bill, CANYON TRAVEL considers the passenger has waived the reservation without the possibility of refunding the advance payment for the trip.
9. Canceling a Trip by Compass or changing a Travel Program
If the CANYON TRAVEL before the beginning of the journey significantly changes the program, accommodation or price, it is obliged without delay to notify the passenger in writing. Within 2 business days of receipt of the CANYON TRAVEL notice, the Traveler may accept the modified program or reject it. In the event of a waiver or denial of the offer, CANYON TRAVEL undertakes to return the paid part of the price within 7 working days. In the case of acceptance, the replacement arrangement offered by CANYON TRAVEL is considered a new travel contract, with the traveler giving up all the receivables according to CANYON TRAVEL on any legal basis arising from the original contract.
If CANYON TRAVEL has not provided the majority of the contracted services after the start of the journey or if it considers that it will not be able to satisfy the fulfillment of the majority of the contracted services, CANYON TRAVEL may, on its own accord, with the consent of the passenger, make changes to the travel program and, if necessary, the difference in price between contracted and actually provided services. In addition to the written consent of a passenger, CANYON TRAVEL may replace an unpaid part of the service with another service, whereby the passenger waives the right to claim CANYON TRAVEL for such mutually agreed and modified part of the journey in respect of the travel contract concluded.
If CANYON TRAVEL could not adequately modify the travel program or if the passenger does not accept the changes for justified reasons, CANYON TRAVEL will allow him / her to return to the place of departure or another place at his own expense if the traveler agrees to it and compensate for any damage which he suffered in the meantime. Damage is paid in the amount of part of the price of the unused part of the contracted program based on the objections of the passenger. CANYON TRAVEL will handle the complaint in the manner specified in point 11 of this contract. The highest amount of damage can be the amount of the contracted arrangement price.
CANYON TRAVEL is authorized by a unilateral declaration to terminate the contract in whole or in part without any compensation for the damage to the passenger, if there are exceptional and unforeseeable circumstances that could not be prevented, avoided or eliminated, which would have been justified at the time of the conclusion of the travel arrangements reason for CANYON TRAVEL not to sign a contract. In this case, the passenger is entitled to a refund of the amount paid in full or the difference in price between the contracted and the provided services.
CANYON TRAVEL reserves the right to cancel the trip no later than 5 days before the start of the trip, if the trip has been canceled by the travel organizer for whom CANYON TRAVEL was an intermediary in the sale of the aforementioned arrangement or if the minimum number of passengers needed for the travel arrangements specified on each individual a travel program or for any other valid reason.
CANYON TRAVEL reserves the right to change the day or the hour of a journey due to a change of flight order or due to unforeseen circumstances, the right to change the direction of travel if the conditions of travel change (change of flight, security situation in a particular country, elemental disasters or other situations to which CANYON TRAVEL can be affected), without compensation for damages, and according to applicable regulations in domestic and international traffic.
CANYON TRAVEL accepts no liability for any change due to unforeseen circumstances or force majeure during the journey. In that case, it can provide services with regard to the given situation. CANYON TRAVEL does not respond to any possible printing errors in the brochure / catalog as well as incorrect data entry by the operator on the CANYON TRAVEL web site.
10. Travel organized by other organizers / tour operators
For all arrangements where the CANYON TRAVEL Main Organizer applies these General Terms except where CANYON TRAVEL is the intermediary or not the main travel organizer. Such arrangements will be specifically marked and the general conditions of the responsible organizer are applied to them, and CANYON TRAVEL is not responsible for the implementation of tourist arrangements of other organizers. By signing the contract, the PASSENGER fully accepts the program and the conditions of travel.
11. Resolving the complaint
The traveler has the right to complain about unfulfilled contracted services. The Traveler is required to make a written complaint to CANYON TRAVEL, within 8 days of the end of the journey. Complaints invested after the expiration of the 8-day deadline will not be taken into consideration. We emphasize that it is in the interest of the passenger to act in good faith and to express his / her will to deal with the complaint during the journey and to send his written complaint to the on-site service provider (reception, carrier, host or travel agency at the destination) and from the service provider requesting written confirmation has received a complaint. Each traveler – the contract holder submits the objection separately. CANYON TRAVEL will not take into consideration group objections.
CANYON TRAVEL is obliged to make a written decision on the complaint within 15 days of the receipt of the complaint in the manner in which the complaint was received (by e-mail, mail or personal delivery to which it will be sent in a written consignment with the return). CANYON TRAVEL will only address those objections for which the traveler submits proof that he has sent a written complaint to the on-site service provider and that the cause could not be removed on the spot. If the CANYON TRAVEL guilty of a failure to complete the program or part of the service, the passenger is entitled to a fee in the amount of the actual value of the unused service and can not include the services already utilized or the total amount of the arrangement. the case of a contract for organizing a trip as a “last minute” or a contract with which the name of the object PUTNIK is to be learned only upon arrival in the destination (actions such as fortuna, roulette, no name, as, jocker, etc.) , PUTNIK accepts all the risks of such a journey. Such trips include uncertain facts that CANYON TRAVEL can not influence, and the PASSENGER has primarily accepted such a trip for a more favorable price, and therefore the PASSENGER has no right to object to CANYON TRAVEL.
In the case of a dispute concerning an online sale and online service agreement, the consumer may file a complaint or initiate a dispute settlement procedure via the online dispute settlement platform available at the following link: //ec.europa.eu/consumers/ maintenance /
While CANYON TRAVEL does not decide on a passenger complaint, the passenger waives the mediation of any other person, court institution or media information.
12. Health Regulations
The traveler is obliged to notify CANYON TRAVEL about all facts regarding his / her health, habits, etc. which could endanger traveling (if for health and other reasons he / she requires a particular type of food, has chronic illness, allergy, etc.). Some programs have specific travel rules that include mandatory vaccination and the purchase of appropriate documents. The traveler is obliged to carry out mandatory vaccination as well as having certificates and documents on it. We recommend paying a health insurance bill.
Luggage-to-weight transport, determined by the carrier, is free of charge. In the case of air transport, the excess baggage is supplemented by the traveler according to the valid rules and the carrier’s prices. Children under the age of 2 do not have the right to free luggage transport. CANYON TRAVEL does not assume liability for lost or damaged luggage. Claims for lost luggage should be made to the carrier or hotel. For air transport, luggage is the sole responsibility of the airline company, based on regulations applicable to air traffic. In case of loss of luggage, the passenger shall fill in the PIR form of the airline who has carried the carriage and surrenders it to the representative of the airline company, and one copy retains for himself. On the basis of a completed form, the airlines pay him compensation according to the regulations applicable to domestic and international air travel.
In the event of loss of luggage at the hotel, the traveler requests a hotel where the luggage is lost. We recommend paying your luggage insurance.
14. In case of insolvency or bankruptcy of travel organizer
Pursuant to the Tourism Services Act, CANYON TRAVEL has entered into an insurance contract with the insurer for the impossibility of payment or bankruptcy of a travel organizer for which travel services are absent or for reimbursement of the cost of returning the Traveler to the place of departure. In the event of a secured case, the Traveler must contact the Insurance Company Wiener Insurance d.d. Zagreb, Slovenska ulica 24, tel: 01/6004209, E-mail: firstname.lastname@example.org (bail bond insurance number: 1322-00056113), Personal identification number – 52848403362. This document is valid as a Certificate of Insurance in the case of bankruptcy or inability to pay travel organizer.
15. Liability insurance
Pursuant to the Tourism Services Act, CANYON TRAVEL has a liability insurance contract for the damage caused by the failure of the passenger to comply with the part-time 1322-00056113 with the insurance company Wiener Insurance d.d. Zagreb, Slovenska ulica 24, tel: 01/6004209, E-mail: email@example.com, Personal identification number – 52848403362. Employees of the Agency will be acquainted with the PASSENGER with the contents of the valid liability insurance contract for the damage that CANYON TRAVEL causes to the PASSENGER by failing to fulfill, partial fulfillment or improper fulfillment of the obligations pertaining to the package arrangement, and Passenger signing the Travel Contract confirms that he is acquainted with the content of the said Agreement insurance.
16. Personal Data Protection
The traveler provides personal information voluntarily. Passenger’s personal data are required in the process of realizing the agreed arrangements and will be used for further communication. CANYON TRAVEL undertakes not to disclose personal data from the country except for the purpose of realizing the agreed arrangements. An exception to the provision of personal data to third parties is the provision of a travel insurance policy, ie if the passenger concludes the insurance policy, then his personal data will be forwarded to the insurance company. Passenger’s personal data will be kept in the database, in accordance with the Management Board’s decision on how to collect, process and store personal data. The Traveler agrees that his personal data may be used for the purpose of realizing the contractual arrangements and marketing actions of CANYON TRAVEL.
Notifications received by a passenger at the application site are not binding on the organizer to a greater extent than the information given in the travel program itself.
18. Final Provisions
These terms and conditions for travel exclude all current travel conditions and guidelines. The general terms and conditions of travel are an integral part of the contract that the traveler enters into with CANYON TRAVEL or an authorized travel agency in which he has applied for CANYON TRAVEL travel.
Parties undertake to resolve any disputable cases by mutual agreement. If this is not possible, in the case of a dispute, the court in Zagreb is competent and Croatian law applies.
Mislav Kuman, Hrgovići 45, HR-10000 Zagreb, Croatia, email: firstname.lastname@example.org, GSM: +385 91 619 8011
This edition of the Travel Conditions enters into force on 1.1.2020. and excludes all previous editions.
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