TERMS AND CONDITIONS

"MV Stil" business for services, tourism and tourist agency Kralja Zvonimira 125, 51521 Punat
OIB: 92983141665 IBAN: HRSWIFT:
Phone: +385995499900E-mail:matko@vista-travels.com

TOURS

CANCELLATIONS AND DELAYS
The provider of the services needs to be notified about the cancellation by email or telephone.
Cancellation of services by the client entitles the client to a refund according to the following
schedule: cancellation up to 24 hours before arrival – 100%, cancellation 0-24h before arrival – 0%

• • In case of delay or non-arrival by the client at the agreed time, the service provider is not obliged to perform the confirmed service nor return the money.
• • If the customer decides to terminate or abandon the paid service at any time, the service provider is not obliged to return the money.
• • Cancellation by Vista-travels – In case of cancellation before arrival, Vista-travels will notify the client as soon as possible. In this case, the client has the option to accept a new schedule or receive a full refund for the service / trip. Itineraries are subject to change depending
on weather conditions or other unpredictable events.
• • Clients have the right to file a complaint about Vista-travels property for the first 15 minutes after the start of

the service. All complaints outside the 15-minutes
timeframe will not be accepted and all costs will be borne
by the customer.

INSURANCE

• • No previous experience is required for the purchase of our services. Participants are solely responsible for being
in adequate health and physical condition to participate in our services, and to have the necessary basic level of fitness corresponding to the reserved activity. Each activity has an indicated planned time of activity and rest time.
• • Clients are required to be able to swim and behave at sea properly if they attend our water services or excursions which include swimming.
• • All clients participate at their own risk.
• • Vista travels provides basic insurance against third parties in the event of accidents or injuries during the execution of our services.
• • Clients are advised to have additional insurance in case of accidents or injuries.

LOSS AND DAMAGES

• • We are not responsible for the customer's lost or damaged items.
• • Any loss or damage to Vista travels property during the trip or rental will be charged to the customer in full amount.

COMPLAINTS

• • All complaints can be submitted via email: matko@vista-travels.com. The client will receive a written response within 15 working days.

PRIVACY POLICY
Vista travels is committed to protecting the personal data of customers, by collecting only the
necessary, basic information about customers / needed for the purpose of meeting our
obligations; informs customers about how to use the collected data, regularly gives customers a
choice about the use of their data, including the ability to decide whether to remove their name
from the lists used for marketing campaigns. All user data is kept strictly and is available only to
employees who need access to this information in order to complete their tasks. All Vista travels
employees and business partners are responsible for adhering to the principles of privacy
protection.

RESERVATIONS AND PAYMENT
All payments will be made in Croatian currency, HRK – Croatian kuna. The amount that your
credit card will be charged for is obtained by converting the price in euros into Croatian kuna
according to the current exchange rate of the Croatian National Bank. When debiting your credit
card, the same amount is converted to your local currency at the credit card association’s
exchange rate. As a result of this conversion, there is a possibility of a slight difference from the

original price stated on our website. WSPay is a secure system for online payment, real-time
payment, credit and debit cards and other payment methods. WSPay provides the customer
and merchants with secure registration and transfer of entered card data, which is confirmed by
the PCI DSS certificate integrated into WSPay. WSPay uses SSL certificate 256 bit encryption
and TLS 1.2 cryptographic protocol as the highest levels of protection when compiling and
transferring data.
WSPay is a secure system for online payment, real-time payment, credit and debit cards, and
other payment methods. WSPay provides the customer and merchants with secure registration
and transfer of entered card data, which is confirmed by the PCI DSS certificate integrated into
WSPay. WSPay uses SSL certificate 256 bit encryption and TLS 1.2 cryptographic protocol as
the highest levels of protection when compiling and transferring data.

ACCOMMODATION :

RESERVATIONS and payment Inquiries and reservations of accommodation can b e done
electronically or in writing.
When booking, the customer confirms that he is familiar with the General Terms and Conditions,
and that he accepts them in their entirety. Thus, everything stated in the General Terms and
Conditions becomes legally binding both for the customer and Vista travels agency. When
booking, the customer is required to give all the information necessary in the booking
procedure. When booking, the customer is required to pay an advance, depending on the
payment method. Note for credit card payment - the credit card will be charged in the amount
stated in Kuna according to the foreign exchange rate of Erste bank on the charge date.
Differences and fluctuations between the exchange courses of Erste bank and the Guest's
credit card company are possible.
SOJOURN TAX According to the Croatian Law on the Sojourn Tax, customers are required to
pay the Sojourn Tax when paying for their accommodation. The Sojourn Tax in the Republic of
Croatia varies from 2,00 to 7,00 KN per person per day for adults. Customers from the age of 12
to 18 have a 50% discount, while children under the age of 12 are exempt from paying. The final
amount of the Sojourn Tax is determined by the destination in the Republic of Croatia and travel
period, and is charged according to the General Terms and Conditions when balance payment
is made.

PRICE OF ACCOMMODATION The accommodation price includes the basic service as
described in the booked accommodation unit. Special services are those not included in the
price of accommodation (in accommodation unit description indicated by "services upon
agreement" or "additional services" available if arranged in advance); therefore the customer
pays for them separately. These services must be requested at the time of booking.
Confirmed price of accommodation is given in kuna and will be charged according to the foreign
exchange rate of our bank on the charge date. Vista travels agency reserves the right to make
changes to the stated prices (in the event that the host changes prices or there are changes in
exchange rates). For customers who have paid an advance for their reservation, Vista travels
agency guarantees the price of accommodation, stated in the calculation according to which the
advance was paid. If the changes occur prior to the payment of the advance, Vista travels
agency is required to inform the customer. If more customers than are stated on the voucher

arrive at the accommodation unit, the host has the right to deny the extra customers
accommodation or to accommodate all of the customers at extra charge directly made to the
host.

CATEGORISATION AND SERVICE DESCRIPTION The offered accommodation units are
described in accordance with the official categorisation of the proper authority, as well as the
actual state of the unit at the time of its publication. The standards of the accommodation, food,
services and the like vary depending on the destination/country and are not subject to
comparison. The information provided to the traveller at the point of sale does not obligate the
Agency any more than the information stated on the web pages of www.vista-travels.com or in
the catalogue or other printed materials of the Agency.
RIGHT TO CHANGES AND CANCELLATION Vista travels Agency 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 customer is notified ahead of time. Should the
substitute accommodation be available only in an accommodation unit of higher category and
should the price of the substitute accommodation be higher by 10% or more than the initially
booked accommodation, Vista travels agency reserves the right to charge the price difference
upon consulting the customer.
In cases where substitute accommodation for paid accommodation is not available, Vista travels
reserves the right to cancel the reservation upon prior customer notification (at least 7 days
before arrival) and guarantees the refund of the complete paid amount. Should an adequate
substitute accommodation not be available on the day of arrival, we will provide information on
available accommodation that is not included in Vista travels agency offer and guarantees the
refund of the complete paid amount.

CUSTOMER'S RIGHT TO CHANGES AND CANCELLATION
Should the customer wish to change or cancel a reservation, this must be done in written form
(email, mail, or fax). Examples of changes include the following: changes to the number of
customers, changes to arrival / departure dates. Changes must be made at least 30 days prior
to the arrival date. The first change to the reservation is free of charge, unless it entails further
expenses for Vista travels agency. Should a change to the reservation not be possible and
should the customer cancel for this reason, the conditions for the cancellation of reservation
listed below will be enforced. Examples of cancellation of reservation include the following:
change of accommodation unit, and all changes done within 30 days of the arrival date or during
use of the accommodation unit.
In case of cancellation of fixed confirmed private accommodation reservation, the date of receipt
of the written cancellation is used to calculate cancellation costs as follows:
for a reservation cancelled up to 30 days prior to the beginning date of the service 30% of the
total amount will be charged, for a reservation cancelled from 29 to 15 days prior to the
beginning date of the service 50% of the total amount of the reservation will be charged, for a
reservation cancelled from 14 to 0 days prior to the beginning date of the service 100% of the
total amount of the reservation will be charged
Should the customer not arrive at the booked accommodation unit before midnight on the
arrival date, and the customer has not informed Vista travels agency or the host, the reservation
is considered to be cancelled, and therefore the cancellation costs will be charged as described
above. Should the customer find a replacement for the canceled reservation, Vista travels
agency will only charge the actual costs caused by the replacement.

Vista travels agency OBLIGATIONS It is Vista travels agency obligation to take care of
provided services, hosts, and customers' interests and rights according to accepted customs
and practices in tourism. Vista travels agency will carry out all stated obligations in full and as
described above, except in circumstances caused by conditions beyond its control.
CUSTOMER'S OBLIGATIONS
The customer is required:
to have valid travel documents, to obey customs regulations and currency exchange
regulations of the country where the destination is located, 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 or email) upon arrival, the customer is obligated to check
whether a visa is necessary for the country where the destination is located or for neighbouring
countries. Should the customer not follow the above listed obligations, the customer is liable
for caused damage and must cover the expenses.By confirming the reservation, the customer
accepts to pay for all damages caused directly to the host.
LUGGAGE Vista travels agency is not responsible for damaged, destroyed or lost luggage, as
well as for the theft of luggage or valuables in the accommodation unit. Lost luggage or stolen
goods should be reported to the host and the local police department.
COMPLAINTS Should the services provided not be satisfactory, the customer is entitled to
seek reasonable compensation by filing a written complaint. Every customer is entitled to file a
complaint if the paid service is not provided. Every customer - reservation holder, files a
separate complaint.
Complaint procedure:
On the day of the arrival, the customer is obliged to make a complaint about the inappropriate
service on the spot and inform Vista travels agency. If the customer refuses to accept the
solution that is in accordance with services paid for, Vista travels agency is not required to
accept any further complaints referring to this service (if there is an appropriate alternative in the
same accommodation building, the customer is required to accept it). Vista travels agency does
not accept complaints related to the facilities that are not within the accommodation units
(roadwork, cleanliness of the beach, the condition of the facilities in the immediate vicinity, etc.).
If the guest does not make a complaint on the spot, he/she does not have a right to be
refunded.
The maximum compensation per complaint can amount to the cost of the part of the service(s)
in the complaint. It cannot amount to the total paid to Vista travels and cannot include services
already provided. With this the guest's right to an ideal compensation of damages has been
excluded.
Vista travels agency cannot be held responsible for weather conditions, cleanliness and
temperature of the sea of destinations visited as well as all other similar situations and events
that are not directly related to the quality of the reserved accommodation unit that can result in
the dissatisfaction of the guest.

PERSONAL INFORMATION SECURITY The traveller provides personal information of his/her
own free will. Personal information is required for processing requested services. The same
information shall be used for inter-communication.
"MV Stil" business for services, tourism and tourist agency is under obligation that the personal
information of the Traveller will not be taken out of the country or given to a third party except for
the purpose of carrying out requested services (e.g. accommodation, airline, carrier).
The personal information will be kept in a database in accordance with the Management's
decision on the method used for collecting, processing and securing personal information.
"MV Stil" business for services, tourism and tourist agency reserves the right to use the personal
information of the user of the service for marketing purposes (eg notifications, actions,
promotions, newsletters). The user can unsubscribe at any time by using the "unsubscribe" link
at the end of each email or by sending a request to matko@vista-travels.com
An objection to the processing of personal data for marketing purposes will not affect the
stipulation and/or realisation of the requested service.
NOTE Putting down a deposit, in other words, payment in full signifies that the Traveller fully
comprehends and accepts the aforementioned terms.
In the event of simultaneous offers, discounts cannot be combined. Discounts do not apply to
last minute offers.
COURT JURISDICTION If the customer is not satisfied with the solution, he is entitled to
judicial arbitration before the court of Krk.