The general terms and conditions of Kleio Travel LLC regulate the basis of business relations between Kleio and clients to whom it provides services permanently or occasionally. The general conditions are made in written form and are available on our website.
General terms and conditions of the package travel contract of the travel agency Kleio Travel LLC.
General information
1. These general conditions contain important information with which the travel organizer Kleio Travel LLC, Put bana Josipa Jelalcica 78, 20207 Brasina, OIB: 30703475314 (hereinafter the organizer) is obliged to inform the traveler in accordance with the provisions of the Act on the provision of services in tourism and as such shall an integral part of the package travel contract.
2. Before committing to a contract in any way, the traveler is obliged to carefully study the content of these General Conditions and the separately delivered standard information for package travel contracts prescribed by the respective annexes of the Act on the provision of services in tourism. The scope of information in these documents and the time required to familiarize yourself with them cannot be the basis for the claim that the traveler was not able to study them adequately.
3. A traveler is any person who wishes to conclude a package travel contract or who has the right to travel on the basis of a concluded contract on the package travel arrangement. The person who concludes a package travel agreement undertakes to inform all persons who are entitled to travel on the basis of the concluded agreement of the rights and obligations arising from the provisions of the package travel agreement and of all additional information received in personal contact with the organizer's representatives or via e-mail.
4. The organizer, in accordance with the provisions of the Act on the Provision of Tourism Services, assumes all responsibilities arising from the combination and sale of at least two different travel services in a package arrangement, regardless of whether a contract is concluded for all travel services in a package arrangement as a whole or the package arrangement is provided under separate contracts for individual travel services.
5. Travel services that the organizer combines within the framework of a package arrangement are considered primarily to be services of transportation of passengers, accommodation that is not an inseparable part of the transport of passengers and is not for the purpose of residence, rental of a car, another motor vehicle with its own drive and at least four wheels with a speed exceeding 25 km/h or motorcycles for which a category A driving license is required. Other tourist services are also considered to be travel services that the organizer combines in a package arrangement, unless they are an inseparable part of the aforementioned services.
6. The combination of individual transport services is not considered to be a package arrangement , accommodation or vehicle rental with one or more other tourist services if the other tourist services do not constitute more than 25% of the value of the combination, are not advertised as an essential feature of the combination or otherwise constitute an essential feature of the combination, or are selected and purchased only after the performance of the transport, accommodation or vehicle rental service has begun.
7. The provisions of these general terms and conditions do not apply to combinations of travel services that are not for the purposes of the same trip or holiday, that cover a period of less than 24 hours, unless an overnight stay is included and that are purchased on the basis of a general agreement for organizing business travel. General Terms and Conditions Package travel arrangements do not apply to travel in a linked travel arrangement, except for the protection of passengers in the event of the organiser's insolvency. A linked travel arrangement means at least two different types of travel services purchased for the same trip or holiday that do not constitute a package (e.g. individual booking hotels, airline tickets, transfers and similar additional services). In the case of travel in linked travel arrangements, the organizer acts on behalf of and for the account of the service provider, i.e. as an authorized sales agent of various service providers (airlines, hotels, transfers, tourist service reservation agencies and similar) and each of the service providers is solely responsible for the proper performance of their services in accordance with the contract. In the final travel documents, the traveler will be informed about the contact information of the service provider.
8. For each individual program, the terms and conditions of the responsible organizer listed for that trip apply. All programs in which the organizer acts as an intermediary, the organizer is not responsible for the implementation of the trip, i.e. tourist arrangements for which the organizer is not responsible, but only mediates in the sale. All tourist arrangements that the organizer represents as an intermediary are specially marked, which will be visible on the Travel Contract. In this case, the General Terms and Conditions of the specified travel organizer apply. By signing the Contract, the contracting party/traveler fully accepts the program and travel conditions.
9. These General Terms and Conditions apply from 9 August 2021 and travelers will be appropriately warned about their application before concluding a package travel contract. All package arrangements for which travel contracts were concluded in the package arrangement before the application of these general terms and conditions shall be subject to the provisions of the general terms and conditions that were in force at the time of conclusion of the contract.
9. These General Terms and Conditions apply from 9 August 2021 and travelers will be appropriately warned about their application before concluding a package travel contract. All package arrangements for which travel contracts were concluded in the package arrangement before the application of these general terms and conditions shall be subject to the provisions of the general terms and conditions that were in force at the time of conclusion of the contract.
10. The general terms and conditions of travel are an integral part of the contract concluded by the contracting party/traveler with the organizer, or the authorized travel agency where he/she registered for travel organized by the organizer. Possible deviations from these general terms and conditions must be stated in the text of the travel program or in the contract. Amendments and supplements to these general terms and conditions must be published in a way that they are available to interested contracting parties, and in that case they are binding on all parties in the procedure and form a single legal entity with these general terms and conditions. The general terms and conditions are published on the website www.kleiotravel.com and come into force on 01.01.2025 and exclude all earlier editions.
11. In the event of a dispute that cannot be resolved amicably or through alternative consumer dispute resolution mechanisms, the applicable law and jurisdiction of the court at the head office of the travel organizer shall apply.
12. The terms used in this document that have a gender meaning refer equally to the masculine and feminine genders.
Rights, obligations and responsibilities of the travel organiser and the traveler in the
implementation of a package travel arrangement
1. The organiser shall be responsible for the performance of the travel services covered by the package travel contract, regardless of whether these services must be performed by him or by other travel service providers.
2. The traveler shall, without undue delay and taking into account the circumstances, notify the organiser of any non-conformity that he discovers during the performance of the travel services covered by the package travel contract.
3. If any of the travel services are not performed in accordance with the package travel contract, the organiser shall, at the traveler's request, remedy the non-conformity, unless this is impossible or would entail disproportionate costs, taking into account the extent of the non-conformity and the value of the travel services affected by the non-conformity.
4. If the organizer fails to remedy the non-conformity for the reasons stated in the previous point of these General Terms and Conditions, the traveler shall be entitled to a price reduction and compensation in accordance with the provisions of these General Terms and Conditions governing the right to a price reduction and compensation.
5. If the organizer fails to remedy the non-conformity that it is obliged to remedy within a reasonable period of time set by the traveler, the traveler may do so himself and claim compensation for the necessary costs. The traveler is not obliged to set the organizer a reasonable period of time for remedying the non-conformity if the organizer has refused to remedy the non-conformity or if the non-conformity needs to be rectified immediately.
6. If a significant part of the travel services cannot be provided in accordance with the package travel contract, the organizer shall offer the traveler appropriate alternative arrangements in order to continue the package, options of equal or higher quality than those specified in the contract, at no additional cost to the traveler, including in the event that the traveler is not provided with a return to the place of departure as agreed.
7. If the organiser proposes an alternative travel arrangement which results in a package of lower
quality than that specified in the package travel contract, the organiser shall grant the traveler an
appropriate price reduction.
8. The traveler may reject the proposed alternative travel arrangements only if they are not comparable to what was agreed in the package travel contract or if the price reduction granted is inappropriate.
9. If the lack of conformity significantly affects the performance of the package and if the organiser has not rectified the lack of conformity within a reasonable period set by the traveler, the traveler may terminate the package travel contract without paying a termination fee and claim, as appropriate, a price reduction and/or compensation in accordance with the provisions of these General Terms and Conditions governing the right to price reduction and compensation.
10. If alternative arrangements cannot be provided or if the traveler rejects the proposed alternative arrangements in accordance with the provisions of these General Terms and Conditions governing the right to price reduction and compensation, the traveler is entitled, as appropriate, to a price reduction and/or compensation in accordance with the provisions of these General Terms and Conditions governing the right to price reduction and compensation.
11. If the package includes the transport of passengers, the organiser shall, in the cases referred to in the previous two points of these General Terms and Conditions, ensure the repatriation of the passenger without undue delay by equivalent transport, at no additional cost to the passenger. Any additional costs shall be borne by the organiser.
12. When, due to unavoidable extraordinary circumstances, it is not possible to ensure the return of passengers in accordance with the package travel contract, the organiser shall bear the costs of necessary accommodation for a maximum of three nights per passenger, if possible in an equivalent category of accommodation agreed in the contract. If longer periods are provided for by European Union legislation on passenger rights applicable to the relevant means of transport for the return of passengers, those periods shall apply.
13. The limitation of costs referred to in the previous point of these General Conditions shall not apply to persons with reduced mobility as defined in Article 2(a) of Regulation (EC) No 1107/2006 of the European Parliament and of the Council of 5 July 2006 concerning the rights of disabled persons and persons with reduced mobility when travelling by air (OJ L 204, 26. 7. 2006) and to any person accompanying them, to pregnant women, unaccompanied minors and to persons in need of special medical assistance provided that the organiser has been informed of their special needs at least 48 hours before the start of the package.
14. The organiser shall not invoke unavoidable circumstances to limit its liability in accordance with the provisions of these General Conditions if the transport service provider cannot invoke such circumstances in accordance with the applicable European Union legislation.
15. The traveler is entitled to an appropriate reduction in the price for any period during which there was a lack of conformity with the contracted travel in the package, unless the organiser proves that the lack of conformity is attributable to the traveler.
16. The passenger has the right, regardless of the price reduction or termination of the contract, to demand from the organizer an appropriate one compensation for any damage suffered as a result of any non-compliance, and the organizer will to the passenger compensate that damage without undue delay.
17. The organizer is released from responsibility for damage if it proves that the non-compliance
can be attributed to the passenger or that the non-compliance can be attributed to a third party
that is not related to the provision of covered travel services by the package travel contract and
that the non-compliance is unforeseeable or unavoidable or that by non-conformities occurred due
to extraordinary circumstances that could not be avoided.
18. The organizer limits in advance the amount of compensation for damages that are not the
result of physical injury or for damages which the organizer did not cause intentionally or through
carelessness in the amount equal to three times the total price of the package arrangement.
19. If international conventions binding the European Union or legal provisions based on them
limit the scope of compensation to be paid by the provider of a travel service that is part of a
package or limit the conditions under which he is obliged to compensate for such damage, in that
case the same assumptions, limitations and exclusions shall apply accordingly to the organiser and
he may invoke this fact against the traveler.
20. The right of travelers to compensation or a price
reduction provided for in the Act on the Provision of Tourism Services and international
conventions shall not affect the rights of travelers under Regulation (EC) No. 261/2004 of the
European Parliament and of the Council of 11 February 2004 establishing general rules on
compensation and assistance to passengers in the event of denied boarding and of cancellation or
long delay of flights, and repealing Regulation (EEC) No. 295/91; Regulation (EC) No. 1371/2007
of the European Parliament and of the Council of 23 October 2007 on the rights and obligations of
passengers in rail transport; Regulation (EC) No 392/2009 of the European Parliament and of the
Council of 23 April 2009 on the liability of carriers of passengers by sea in the event of accidents;
Regulation (EU) No 1177/2010 of the European Parliament and of the Council of 24 November
2010 concerning the rights of passengers when travelling by sea and inland waterway, and
amending Regulation (EC) No 2006/2004; Regulation (EU) No 181/2011 of the European
Parliament and of the Council of 16 February 2011 concerning the rights of passengers in bus and
coach transport and amending Regulation (EC) No 2006/2004.
21. The traveler has the right to file
claims for price reduction and/or compensation for damages in accordance with the Act on the
Provision of Tourism Services and in accordance with the international conventions and
regulations referred to in the previous point of these General Terms and Conditions.
22. The compensation for damages or price reduction to which the traveler is entitled in
accordance with the Act on the Provision of Tourism Services and in accordance with the
international conventions and regulations referred to in point 20 of these General Terms and
Conditions shall be deducted from one another in order to avoid excessive compensation and/or
excessive price reduction.
23. The traveler's right to request a price reduction based on the provisions of the Act on the
Provision of Tourism Services that regulate the issues of amending the package travel contract
before the start of the package, the execution of the package, and price reduction and
compensation for damages shall expire within two years. The limitation period shall begin to run
on the first day after the day on which the package should end according to the contract.
24. The organizer shall provide appropriate assistance without undue delay to the traveler in
difficulty, and in particular in circumstances where, due to unavoidable extraordinary
circumstances, it is not possible to ensure the return of the traveler in accordance with the package
travel contract. This assistance shall in particular relate to the provision of appropriate
information on health services, local authorities and consular assistance and to assisting the
traveler in establishing remote communication and in finding alternative travel arrangements.
25. If the traveler has caused the difficulty intentionally or through negligence, the organizer shall
charge a fee for the assistance referred to in the previous point of these General Terms and
Conditions, which shall not exceed the organizer's actual costs.
26. The weight of the permitted baggage included in the price of the air travel arrangement
depends on the airline and will be specifically indicated in the final letter. The traveler shall pay for
excess baggage himself according to the applicable rules and prices of the carrier. For the transport
of special luggage, such as bicycles, surfing or golf equipment, the passenger is obliged to pay
additional costs to the carrier, usually at the time of departure. In any case, the transport of such
luggage must be announced at the time of check-in. Notwithstanding the above, the carrier has the
right to refuse the transport of such special luggage due to limited capacity. All costs or damage
that may arise as a result are borne by the passenger. Children, regardless of age, are not entitled
to free transport of luggage in air transport. The organizer, agent or intermediary is not
responsible for the transport of luggage. The organizer does not assume responsibility for lost
and/or damaged luggage. The passenger shall immediately report any irregularity related to
luggage, such as but not limited to: delay, loss and/or damage to luggage, directly to the carrier if
the irregularity occurred during transportation, or to the hotel if the irregularity occurred during
accommodation. In air transport, the airline to which the baggage was handed over for transport is
responsible for checked baggage, based on the regulations in force in air transport, while the
passenger is personally responsible for hand luggage, including luggage marked "Delivery at
Aircraft" and temporarily placed in the luggage compartment. In the event of an irregularity, the
passenger fills out a report of irregularity directly with the carrier or an agent authorized by the
carrier to act in the event of irregularities in the carriage of luggage. Based on this report, the
carrier pays compensation in accordance with the regulations applicable to domestic and
international passenger air transport. In the event of loss, damage and/or theft of luggage in a
hotel, the passenger shall submit a claim for compensation to the hotel where the luggage was lost,
damaged and/or lost. The passenger is obliged to take care of his/her belongings and luggage
brought into the passenger cabin of the means of transport (aircraft, bus, train, ship, etc.) and is
obliged to take them with him/her every time he/she leaves the means of transport. We
recommend taking out a luggage insurance policy.
27. The central contact point for administrative
cooperation with the central contact points of other contracting states of the Agreement on the
European Economic Area regarding the insolvency protection that the organizer is obliged to apply
is: Ministry of Tourism of the Republic of Croatia, Prisavlje 14, 10000 Zagreb, pisarnica@mint.hr,
+385 1 6169 111.
28. In accordance with the provisions of the Act on the Provision of Tourism
Services, the traveler has the right to submit written complaints, by post to the address Put bana
Josipa Jelalcica 78, 20207 Brasina, Croatia, or by e-mail to info@kleiotravel.com. The organizer will
confirm receipt of the submitted written complaint without delay and respond to the complaint in
writing within 15 days of the date of receipt of the complaint. The prescribed complaint process is
as follows: – If the cause of the complaint is not eliminated, the traveler will draw up a written
statement with a representative. – No later than 8 days from the end of the trip, the traveler
submits a written complaint to the point of sale where he paid for the package, and encloses a
written statement signed by the representative and any invoices for additional costs. The
organizer will only accept fully documented complaints received within the specified period of 8
days from the end of the trip. If the traveler files a written complaint after that period, the
organizer is not obliged to take such a complaint into consideration. The organizer is obliged to
issue a written decision on this complaint within 15 days of receiving the complaint at the point of
sale. The organizer may postpone the deadline for resolving the complaint for an additional 15
days in order to collect information, of which he is obliged to inform the traveler/complainant in
writing. The organizer will only resolve those complaints for which the cause could not be
eliminated during the trip. Until the organizer issues a decision, the traveler waives the mediation
of any other person, judicial institution and providing information to the media. The maximum
compensation per complaint may reach the amount of the advertised part of the services, it cannot
include services already used or the entire amount of the arrangement. This excludes the right of
customers to compensation for ideal damage. The traveler and the organizer will try to resolve
possible disputes amicably in accordance with the conditions. If this is not possible, in the event of
a dispute, the court in Dubrovnik shall have jurisdiction, and Croatian law shall apply.
29. In accordance with the special law on alternative consumer dispute resolution, the available
mechanisms for alternative consumer dispute resolution include the possibility of initiating an
alternative consumer dispute resolution procedure with the authorized body for alternative
consumer dispute resolution that includes the organizer and via the platform for online consumer
dispute resolution for services purchased online.
30. The authorized body for alternative consumer dispute resolution that includes the organizer is
the Mediation Center at the Croatian Chamber of Commerce, Rooseveltov trg 2, 10000 Zagreb,
https://www.hgk.hr/centar-zamirenje/o-mirenju.
31. For services purchased online, the traveler may submit his complaint to an authorized body for
alternative consumer dispute resolution using the online consumer dispute resolution platform
which is available at the following website address
https://ec.europa.eu/consumers/odr/main/index.cfm?event=main.home2.show&lng=HR
32. Before the start of the package, the traveler may transfer the package travel contract to a
person who meets all the conditions applicable to that contract if he has notified the organiser
thereof on a durable medium and within a reasonable time before the start of the package. A
notification sent to the organiser no later than seven days before the start of the package shall be
deemed to be a notification within a reasonable time.
33. The transferor and the recipient of the package travel contract are jointly and severally liable
for the payment of the price and for any additional fees, charges or other costs arising from the
transfer of the contract.
34. The organiser shall inform the transferor of the costs of the transfer of the contract, which shall
not exceed the actual costs incurred by the organiser in transferring the package travel contract.
The organizer shall provide the transferor with evidence of additional fees, charges or other costs
arising from the transfer of the travel contract in a package arrangement.
Characteristics of services, payment, passports, visas, health formalities and insurance
1. For the performance of transport services within the package arrangement, the organizer shall
use means of transport of carriers that have appropriate licenses in accordance with special
regulations governing the particular type of transport. Unless expressly stated otherwise in the
pre-contractual information, the organizer shall use means of transport in which the passenger
cabins are air-conditioned and equipped with a public address system, and the seats are reclining
and have at least one armrest. In the case of bus transport, unless expressly stated otherwise in the
pre-contractual information, the organizer reserves the right to use minibuses, low-floor, high-
floor and double-decker buses, where part of the seats may be facing the opposite direction of
travel. In the case of air transport, unless otherwise expressly stated in the pre-contractual
information, the organiser reserves the right to use all aircraft in the carrier's fleet, including those
powered by turboprop engines, as well as chartered aircraft, where the seats may be arranged in
rows of 2, 3 or more seats depending on the aircraft model.
2. For each package tour organised for groups, unless otherwise expressly stated in the pre-
contractual information, the organiser will use one tour leader for each group of 15 to 75
passengers who will provide their services in the Croatian language. For the provision of tour
guide services included in the package tour, the organiser will use authorised tour guides who will
interpret in the Croatian language, and for trips abroad in the official language of the tourist
destination or in English, with consecutive translation by the tour leader into Croatian, unless
otherwise expressly stated in the pre-contractual information.
3. All other tourist services whose use depends on effective oral communication shall be provided
in the official language of the tourist destination, unless otherwise expressly stated in the pre-
contractual information.
4. Tourist services included in a package are generally not suitable for persons with reduced
mobility, unless otherwise expressly stated in the pre-contractual information. At the request of
the traveler, the organiser shall provide more precise information on the suitability of the trip or
holiday, taking into account the needs of the traveler.
5. The price of the package can be paid in cash, by credit and bank cards, and by transfer to the
travel organiser's transaction account, based on the payment invitation and within the deadline
specified therein.
6. When concluding the contract, a payment of at least 30% of the price of the package must be
made, and the remaining amount no later than 14 days before departure, unless otherwise
expressly stated in the pre-contractual information. In the case of concluding a contract within a
period shorter than the one in which it is necessary to pay
the remaining amount of the price, the organizer has the right to demand payment of the entire
price of the package-arrangement when conclusion of the contract. Depending on the conditions
offered by credit and bank card issuers, payment in multiple installments is possible, but the card
must be charged for payment in installments when concluding the contract.
7. General information on the conditions of the destination country regarding passports and visas,
the approximate duration of the period for obtaining visas, and information on health formalities
of the destination country specified in the pre-contractual information, apply exclusively to
citizens of the Republic of Croatia. If this information is not specifically specified in the pre-
contractual information, it means that there are no special conditions for citizens of the Republic of
Croatia for the destination country, except for possession of a valid identity card.
8. In the event that a traveler who is not a citizen of the Republic of Croatia intends to use the
services of a travel package, he is obliged to inform the organizer about this before concluding the
contract, in order to obtain general information on the conditions of the destination country
regarding passports and visas, the approximate duration of the period for obtaining visas, and
information on health formalities of the destination country.
9. The traveler is obliged to fulfill all the requirements of the destination country in time before the
trip regarding passports and visas, as well as health formalities specified in the pre-contractual
information, and during the trip, to have all the necessary travel documents, including appropriate
certificates of completion of health formalities, with them and to present them to the competent
officials.
10. In the event of loss of travel documents or due to violation of foreign exchange, customs or
other regulations of the destination country, the organizer will provide the traveler with
appropriate assistance as provided for by the provisions of the applicable regulations for travelers
who find themselves in difficulties, and the traveler is obliged to bear the costs of such assistance
and all costs of travel services that are necessary to continue using the package or return to the
point of departure.
11. The traveler provides personal data voluntarily. The traveler's personal data is used in the
process of realizing the requested service, including forwarding personal data to third parties in
the country and abroad, and to insurers if the traveler contracts selected insurance through the
organizer. All passenger data is strictly kept and is only accessible to employees who need this data
to perform their job. All employees of the organizer and business partners are responsible for
respecting the principles of privacy protection. This data can, with the traveler's consent, be used
for further communication with each other and for the delivery of the organizer's marketing
messages, and the traveler can always independently exclude himself from marketing activities.
The organizer undertakes to store personal data in a database, in accordance with the Personal
Data Protection Act, i.e. the General Data Protection Regulation (GDPR).
12. An integral part of these General Terms and Conditions is information on insurance to cover
the cost of termination of the contract by the traveler and to cover the cost of providing assistance,
including repatriation, in the event of accident, illness or death, and in particular in terms of the
contents and conditions of insurance with which the organizer has separately informed the
traveler. For all trips abroad, the organizer recommends paying for a health insurance policy.
13. The insolvency guarantee is insured with Croatia osiguranje, OIB 30703475314 under number
298625000291. In the event of the need to activate the guarantee, passengers should contact the
issuer of the guarantee directly at the address -, address - or telephone number.
15. An integral part of these General Terms and Conditions is information on liability insurance for
damage caused to the passenger by non-fulfillment, partial fulfillment or improper fulfillment of
obligations relating to the package arrangement, especially in terms of data on liability insurance
for damage and insured risks with which the organizer has separately informed the passenger.
16. Kleio Travel LLC, a travel agency, has organized its own service that allows the traveler to quickly
get in touch with the responsible employees of the organizer and effectively communicate with them to
ask for help if he finds himself in difficulties or to report any discrepancy he finds during the execution
of the package arrangement. Unless otherwise specifically stated in the contract, the passenger is
required to communicate with the organizer has at his disposal the contact information specified in the
-
header of the contract.
17. In the event that a minor travels on the basis of a travel contract in a package arrangement that
includes accommodation unaccompanied by a parent or other authorized person, direct contact with a
minor or a person responsible for of a minor in the minor's place of residence is achieved by contacting
the service of the travel organizer from the previous point of these General Terms and Conditions,
which enables the traveler to provide assistance in difficulties and check-in inconsistencies.
18. Photos published on websites and in advertising materials are informative and non-binding
nature.
19. The Organizer is not responsible for any printing errors or subsequent changes in new editions of
promotional materials and programs that the Traveler was informed about before concluding the
Contract, so in this sense, the information stated in the Contract, and not in the promotional materials,
is considered authoritative.
20. The hotels, apartments or other facilities offered in the programs are described according to the
official categorization of the respective country valid at the time of the program's publication. We would
like to point out that local categorization in individual countries differs significantly. Comfort, food,
accommodation unit content and other services are under the supervision of local and national
authorities. tourist boards, and the standards of accommodation and services are different and not
comparable. The organizer does not take responsibility for any written or oral information that is not in
accordance with the description of services and facilities in the published programs and that was given
either by the organizer's employees or a third party . If a traveler uses a triple or multi-bed room in a
hotel, the hotelier usually provides a double room with an extra bed. The quality of the extra bed
depends entirely on the hotel. The organizer is in no way responsible for any issue regarding the quality
of the extra bed, and possibly Dissatisfaction of the traveler arising from these reasons cannot be the
subject of a complaint.
21. The arrangement of accommodation in rooms/apartments is determined by the reception of the
accommodation facility in the place of stay. If the traveler has not expressly contracted a
room/apartment with special features, he will accept any officially registered accommodation unit in
the individual facility or destination described in the travel program, catalog and price list. If possible,
the organizer will try to satisfy the traveler's previously announced request for accommodation (baby
cot, room orientation, floor, etc.) but cannot guarantee its fulfillment. Accommodation is usually not
possible before 3:00 PM on the day of service commencement, and must be vacated by 10:00 AM on the
day of service termination. Arrivals after 19:00 must be announced in advance, unless otherwise
indicated. Decision on early entry and/or a later departure from the accommodation unit is brought by
the accommodation facility independently and the organizer has no influence on the same.
Conclusion of the contract, delivery of documentation, price changes, amendments and termination of
the contract
2. When registering, the traveler who contracts for a package travel arrangement is obliged to make the
information available to the travel organizer, and possibly also submit documents for all travelers who
use the package travel services, which are important for the implementation of the package travel
arrangement (personal documents and/or data from personal documents, proof of vaccination,
information on health, habits or other restrictions that could affect the implementation of the package
travel arrangement). The organizer is not liable for the consequences and costs incurred due to failure
to inform the travel organizer and/or the provision of incorrect information are the sole responsibility
of the traveler who contracts the package travel arrangement.
3. The traveler who contracts the package travel arrangement guarantees that he is authorized by the
travelers who use the package travel arrangement services to provide the travel organizer with their
documents, personal data, and other necessary information,
that he is authorized to conclude the package travel agreement on their behalf.
4. The package travel agreement is considered binding after it has been signed by the contracting
parties if it has been delivered to the traveler in writing, or after the traveler who contracts the travel
arrangement has delivered all the necessary information about the travelers and clearly confirmed his
agreement with the delivered contractual information via e-mail, the online package sales interface, fax
or some other means of distance communication. If the traveler who contracts the trip, after receiving
the contractual information and delivering all the necessary information about the travelers, has made
the organizer's credit card number available for the purpose of payment for the arrangement or has
made a payment to the organizer's bank account, the contract shall be deemed to have been concluded
even without any other express statement from the traveler.
5. The package travel contract shall take legal effect after the organizer has received the entire
contracted amount by the agreed deadline or, if so agreed, a part of the contracted amount, and the
remainder within the deadlines and in the manner specifically specified in the contract.
6. The travel organizer shall, upon concluding the package travel contract or without undue delay after
its conclusion, deliver a copy of the contract to the traveler in electronic form to his/her email address
or store it on his/her portable data storage medium. If the travel contract in a package arrangement is
concluded in the organizer's office with the simultaneous physical presence of the contracting parties,
at the traveler's request, the travel organizer will provide the traveler with a copy of the contract in
paper form.
7. The organizer will provide the traveler with information on the scheduled departure times and, if
necessary, the registration deadline, as well as the scheduled times for stopovers, transport connections
and arrival, and information on the place and method of collecting the necessary receipts, vouchers and
tickets if they cannot be sent by email. If the traveler has not received the necessary information within
the specified period or cannot access his or her email address for any reason, he or she is obliged to
notify the organizer as soon as possible so that the organizer can deliver this information in another
way.
8. The organizer does not send notifications to travelers by regular mail before the trip, unless
otherwise specified in the program. Passengers will receive pre-trip notifications to their email address
if they specified it when registering; otherwise, they can pick up the notification at their registration
point where it will be available no later than three to five days before the start of the trip. Information
that the passenger receives verbally at the point of sale, by telephone, in another manner or in writing
from an unauthorized person does not bind the Organizer to a greater extent than the notifications
specified in the travel program, these General Terms and Conditions and the Contract.
9. The Organizer reserves the right to increase the price of the package arrangement by up to 8% of the
agreed total price of the package arrangement if there are changes in the price of passenger
transportation resulting from the costs of fuel or other energy sources in the proportion in which
carriers increase the prices of their services for the aforementioned reasons. If the share of
transportation costs in the price of the package arrangement is not explicitly stated in the pre-
contractual information, and as the basis for calculating the price adjustment, the Organizer will not
increase prices as a result of the change in transportation prices.
10. The organizer reserves the right to increase the price of the package arrangement by up to 8% of
the agreed total price of the package arrangement if there are changes in the amount of taxes or fees for
travel services covered by the contract, which are determined by third parties not directly involved in
the execution of the package arrangement, including tourist taxes, landing fees or embarkation or
disembarkation fees at ports and airports. If the pre-contractual information does not explicitly state
the share or value of these taxes or fees in the price of the package arrangement and as a basis for
calculating the price adjustment, the organizer will not increase the prices as a result of a change in the
amount of taxes or fees.
11. The organizer reserves the right to increase the price of the package arrangement by up to 8% of
the agreed total price of the package arrangement if there are changes in the exchange rates relevant to
the package arrangement. If the pre-contractual information does not explicitly state the share or value
of services in the price of the package arrangement that are linked to certain currencies, and as a basis
for calculating the price adjustment, the organizer will not increase the prices as a result of a change in
the exchange rates.
12. If there is a need to increase the price of the package-arrangement, the organizer will do so no later
than 20 days before the start of the package-arrangement to the e-mail address of the passenger to
deliver the appropriate notification about the price increase with explanation and calculation of the
increase and indicate to the passenger a reasonable deadline in which the passenger is obliged to
inform him whether he accepts the proposed amendment or requests the termination of the Travel
Agreement, and which term depends on the circumstances of each individual case, and it must not be
shorter than 2 days.
13. If the pre-contractual information contains information on the possibilities and method of
calculating the change the price of the package-arrangement in the event of a price reduction, the
organizer will refund the difference in price to the passenger minus the administrative costs of the
calculation of the authorized court expert. If they are administrative costs of calculating the difference
greater than the amount that the organizer should refund, the traveler is obliged to pay at his own
expense settle the resulting difference. The travel organizer will inform you in advance about the
approximate costs of the calculation passengers.
14. The travel organizer reserves the right to unilaterally change other terms and conditions of the
travel contract in the package before the start of the package if it is an insignificant change that does not
affect the main features of the trip in such a way as to reduce the quality or value of the travel services
or cause the traveler significant inconvenience or additional costs. The organizer will send appropriate
notification to the traveler's email address about changes that are considered insignificant.
15. If the travel organizer has to significantly change any of the essential features of the travel services
before the start of the package or cannot meet the traveler's agreed special requests specified in the
contract, it will send appropriate notification to the traveler's email address. This notification will
include information on the proposed changes, their impact on the price of the package and any
alternative packages, the deadline within which the traveler must notify the organizer of the acceptance
or rejection of the proposed change or alternative package, as well as the consequences in the event
that the traveler does not respond within the specified deadline or rejects the proposed changes. In the
event of poor sales of the package, the organizer reserves the right to reduce the price and implement
special marketing campaigns to improve the sale of the package. Travelers who have paid for the
package at the full price are not entitled to a refund of the difference in the price of the package. The
organizer has the right to increase the price of the package if the increase in price is exclusively a direct
consequence of a change in: a) the price of passenger transportation resulting from the costs of fuel
and/or other energy sources, b) the amount of taxes and/or fees for travel services covered by the
contract determined by third parties not directly involved in the execution of the package, including
tourist taxes, landing fees or embarkation or disembarkation fees at ports and airports, c) exchange
rates relevant to the package.
16. If extraordinary circumstances arise that cannot be foreseen, avoided or eliminated, the tour
operator has the right to change the program. The contracted accommodation can only be replaced
with accommodation in a facility of the same or a higher category. The organizer reserves the right to
change the day or time of travel due to a change in the flight schedule or due to the occurrence of
unforeseen circumstances, the right to change the direction of travel if the conditions for travel
(changed flight schedule, security situation in a certain country, natural disasters or others situations
that cannot be influenced by the organizer) and that without compensation, and according to the
current regulations in domestic and international traffic. The organizer is not responsible for the delay
of the plane, ship or train nor for program changes and costs caused by such delay. In case of delay of
the connected flight which affects the missed flight is solely the responsibility of the airline. For any
irregularity in air traffic, the organizer cannot assist, but the traveler must file a complaint directly with
the airline. If an overbooking occurs on a flight, the traveler is obliged to cooperate with the airline
representatives and they must try to find an appropriate solution together, because the airline, not the
organizer, is solely responsible for such circumstances. If circumstances at the destination itself prevent
the traveler from being accommodated in the reserved facility, the organizer will accommodate the
traveler in another facility of the same or higher category than the reserved one and at its own expense.
The organizer does not assume responsibility for changes due to unforeseen circumstances and force
majeure during the trip. In such a case, it can provide services considering the given situation.
17. The
organizer may terminate the package travel contract before the start of the package and fully refund all
payments received for the package to the traveler, without the obligation to compensate the traveler, if
the organizer is prevented from performing the contract by extraordinary circumstances that could not
be avoided. If such circumstances arise, the organiser shall notify the traveller by e-mail of the
termination of the contract without undue delay before the start of the package.
18. For each package tour organised for groups, the organiser shall indicate in the pre-contractual
information the minimum number of persons required to realise the package tour. If this number is not
reached, the organiser reserves the right to terminate the package tour contract before the start of the
package tour, and shall notify the traveller of this no later than twenty days before the start of the
package tour for tours lasting more than six days, seven days before the start of the package tour for
tours lasting between two and six days, and 48 hours before the start of the package tour for tours
lasting less than two days.
19. The traveller may terminate the package tour contract at any time before the start of the package
tour. If the pre-contractual information does not explicitly state standard termination fees, the
organizer will determine the amount of the termination fee by reducing the price of the package by the
amount of savings in its costs, or by the income from providing the same travel services to another user,
which it would have realized no later than two (2) working days before the deadline for refunding
payments made to the traveler, less the termination fee.
20. The traveler has the right to terminate the package travel contract before the start of the package
without paying any termination fee in the event of unavoidable extraordinary circumstances occurring
at or in the immediate vicinity of the destination and significantly affecting the fulfillment of the
package or significantly affecting the transportation of passengers to the destination. When assessing
the level of impact of extraordinary circumstances on the fulfillment of the package or the
transportation of passengers to the destination, the estimates of the competent public authorities in the
tourist destination and the carrier shall be taken as authoritative.
21. In the event of cancellation of the reservation by the traveler, the agency retains €9.95 for handling
costs. The traveler has the right to cancel the trip before the start of the trip, but this must be done in
writing. In such a case, the organizer has the right to compensation for the costs of the canceled trip,
and the amount of the costs is determined according to the day of the traveler's cancellation and the
type of trip. If the traveler who cancels the trip finds a new user of the same reservation who meets all
the stipulated conditions, the organizer will only charge the costs caused by the replacement. When the
actual costs incurred are higher than those in the specified scale, the travel organizer reserves the right
to charge the actual costs incurred upon presentation of evidence of the actual costs and in the
maximum amount of 100% of the arrangement price. For all of the above, the organizer suggests paying
for travel insurance.
For “Tailor-Made Programs” ( Programs created specifically according to the traveler’s interests and
preferences):
• Up to 45 days prior to the service: 20 % of the total service price
• 44-31 days prior to the service: 30% of the total service price
• 30-22 days prior to the service: 50% of the total service price
• 21-0 days prior to the service or a no-show: 100% of the total service price
For private motorboat transfers and excursions, yacht charter and hotel/villa or other type of
accommodation service only:
• Up to 45 days prior to the service: 20 % of the total service price
• 44-31 days prior to the service: 30% of the total service price
• 30-22 days prior to the service: 50% of the total service price
• 21-0 days prior to the service or a no-show: 100% of the total service price
The above costs apply to changes in the date of departure and/or the accommodation facility, as well as
to all others important changes. If 30 days before departure the passenger does not pay the balance up
to the total price of the arrangement or not provide documentation for the undisputed payment of the
total price of the arrangement, it will be considered that he has given up reservations without the
possibility of returning the advance payment.
22. In the event that the passenger cancels travel on a low-cost airline, the passenger bears the cost of
the air ticket in in full or the cost of changing the name, according to the conditions of low-cost airlines.
Cost of hotel and rest of the arrangement is calculated according to the General conditions for
cancellation of passengers for European trips.
23. In case the passenger cancels the airline ticket, the passenger bears the cost of canceling the airline
ticket, which is 100%. Code individual trips, if vouchers for accommodation and other services have
been issued, cancellation costs depend on the conditions mentioned suppliers. For these reasons, we
suggest paying for a cancellation insurance policy.
24. By signing the Travel Contract, of which these General Terms and Conditions are an integral part, it
is considered that the following travel insurances have been offered and recommended to the
passengers: voluntary health insurance, accident insurance, insurance against damage and/or loss of
luggage, insurance in the event of trip cancellation and insurance against liability towards third parties,
as well as that the passenger is provided with information on the content of such insurance and the
General Terms and Conditions of the Insurance Contract. In the event that the passenger wishes to
arrange the aforementioned insurance, it can be arranged directly with the insurer or with the
organizer, whereby the organizer acts only as an insurance company's intermediary. Trip cancellation
insurance, according to the insurance company's terms, is contracted when concluding the Travel
Contract and cannot be contracted subsequently at the organizer's agency. If the traveler does not
submit the information for the insurance policy within the deadline specified on offer, it is considered
that the traveler does not want to take out travel insurance or that he will take it out on his own. The
insurance premium is calculated depending on the duration and cost of the trip according to the
insurance company's price list. The insurance company determines valid reasons for trip cancellation in
accordance with the insurance conditions. Paid insurance premiums are not subject to cancellation
insurance, nor part of the package tour, and will not be refunded, nor will the purchase costs. visa/s and
reservation services, despite the fact that the traveler has paid for cancellation insurance. If the traveler
has to cancel the trip, the organizer reserves the right to charge an appropriate compensation according
to the rules specified in point 11 of these General Terms and Conditions. Other insurance conditions are
included in the insurance policy that the traveler will to be sent or delivered.
Addendum to the contract related to travel in a package arrangement - APPENDIX 1.
Part B
Standard information form for non-situation package travel contract covered by part A.
The offered combination of travel services is a package-arrangement in the sense of the Act on the
provision of services in tourism. The traveler therefore has all the rights arising from the provisions of
the Act on the provision of services in tourism that refer to package arrangements. The travel agency
Kleio Travel LLC is fully responsible for the proper execution of the package arrangement as a whole.
The travel agency Kleio Travel LLC has a legally prescribed insured guarantee for the compensation of
passengers payments and, if the transport is included in the package arrangement, ensuring the
repatriation of passengers in the event that it becomes insolvent. The most important rights in
accordance with the Law on providing services in tourism:
- Passengers will receive all essential information about the package deal before concluding the
contract for travel in the package deal.
– There is always at least one trader who is responsible for the proper performance of all travel services
covered by the contract.
– Travelers are provided with an emergency telephone number or contact point details through which
they can get in touch with the organiser or travel agent.
– Travelers can transfer the package to another person with reasonable notice and possible payment of
additional costs.
– The price of the package may only be increased if specific costs (for example, fuel costs) increase and
if this is expressly provided for in the contract, and in any case no later than 20 days before the start of
the package. If the price increase exceeds 8% of the package price, the traveler may terminate the
contract. If the organiser reserves the right to increase the price, the traveler is entitled to a price
reduction if the relevant costs are reduced.
– Travelers may terminate the contract without pay any termination fee and receive a full refund of all
payments if any of the essential elements of the package other than the price are significantly changed.
If the trader responsible for the package cancels the package before the start of the package, travelers
are entitled to a refund and, where appropriate, compensation.
– Travelers may terminate the contract without paying any termination fee before the start of the
package in the event of extraordinary circumstances, for example, if there are serious security problems
at the destination which could affect the package.
– In addition, travelers may terminate the contract at any time before the start of the package, subject to
payment of a reasonable and justifiable termination fee.
– If, after the start of the package, -arrangements significant elements of the package cannot be
provided as agreed, alternative arrangements must be offered at no additional cost. If the services are
not provided in accordance with the contract and this significantly affects the performance of the
package, and the organiser does not remedy the non-conformity, travelers may terminate the package
travel contract without paying a termination fee. - Passengers have the right to a price reduction and/or
compensation if the travel services are not performed or if they are
performed in an irregular manner.
– If the traveler finds himself in difficulties, the organizer must provide him with help.
– If the organiser, or in some Member States the retailer, becomes insolvent, a refund of the payment
shall be ensured. If the organiser or, where applicable, the retailer becomes insolvent after the start of
the package and if transport is included in the package, the repatriation of the traveller shall be
ensured. The organiser/retailer has taken out insolvency protection.
DECLARATION
By signing this declaration before concluding a package travel contract, I confirm the following:
- I have carefully studied all the pre-contractual information provided, including the standard
information for package travel contracts prescribed by the relevant annexes to the Act on the Provision
of Tourism Services, and I agree with and fully accept them
- I have carefully studied all the contractual information provided, including the general conditions for
organizing the package travel as an integral part of the contract, and I agree with and fully accept them
- I am particularly familiar with the information on the conditions of the destination country regarding
passports and visas, the approximate duration of the period for obtaining visas and information on
health formalities of the destination
- I am particularly familiar with the information on insurance to cover the cost of terminating the
contract by the traveler and covering the cost of providing assistance, including repatriation, in the
event of accident, illness or death, and in particular in terms of the content and conditions of the
insurance and that I have been offered the possibility of contracting it
- I am particularly familiar with the information on liability insurance for damage caused by the
organizer to the traveler by non-fulfillment, partial fulfillment or irregular fulfillment of obligations
relating to the package, especially in terms of information on liability insurance and insured risks
- I am authorized by the travelers who use the package services on the basis of this contract to provide
the organizer with their documents, personal data, and other necessary information, on their behalf I
am authorized to conclude a package travel contract and I have undertaken the obligation to inform
them of all their rights and obligations.