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GENERAL INFORMATION


PAPAYA TRAVEL d.o.o.
Travel Agency
Čiponjac Sjever 3,
53291 Novalja, Croatia
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WORKING HOURS: 07:00 AM – 03:00 PM (Mon-Fri)
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Email: [email protected]
Website: www.travel.papaya.com.hr
Phone: +385 (0)91 630 2041
Mobile: +385 (0)91 630 2041

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Company Registration Number: 05343372
VAT ID: 69966665514

Zagrebačka banka d.d. Zagreb
IBAN: HR2023600001102897188
SWIFT: ZABAHR2X
The company is registered with the Commercial Court in Rijeka.
Court Register Number: Tt-20/43324-2  Registration Number: 081338060
Capital Amount: 40,000 HRK fully paid
Operations Manager: Domagoj Dabo
Director: Šime Dabo
The agency operates as an organizer, intermediary, and trader and is authorized for the stated activities.
NOTICE OF JURISDICTION:
The activity of the travel agency is subject to the supervision of: State Inspectorate of the Republic of Croatia – Tourism Inspection, Šubićeva Street 29, 10000 Zagreb

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NOTICE OF THE RIGHT TO SUBMIT WRITTEN COMPLAINTS:
In accordance with Article 6, Paragraph 1, Point 3 of the Law on the Provision of Services in Tourism (NN no. 130/17), we inform our valued customers that if they are not satisfied with our services, they can submit their complaints:
- by mail to the headquarters address - (Papaya Travel d.o.o., Čiponjac Sjever 3, 53291 Novalja, Croatia)
- by email - ([email protected])
- in written form at the business premises - (Čiponjac Sjever 3, 53291 Novalja)
Upon receipt of the complaint, the service provider will confirm the receipt in writing without delay and respond to the complaint in writing within 15 days from the date of receipt.

 

GENERAL TERMS AND CONDITIONS OF PAPAYA TRAVEL D.O.O.

BASIC PROVISIONS
The general terms and instructions published here are an integral part of the contract between PAPAYA travel d.o.o., or the authorized agency, and the traveler/client/guest who registers the selected arrangement. If a provision published in a specific program differs from the provisions published in these general terms, the provision/condition published in the program applies. PAPAYA travel d.o.o. is not responsible for the execution of travel arrangements but only mediates in their sale.

ABOUT THE SERVICE
PAPAYA travel d.o.o. (hereinafter referred to as the Agency) ensures that the Guest receives accommodation services and other content at the destination according to the pre-contractual information and the contract concluded as published on the website and/or promotional material in accordance with the confirmed reservation/offer. The content of the service will not be fully realized in the described manner in the case of extraordinary circumstances that cannot be predicted or eliminated such as terrorist attacks, natural disasters, earthquakes, wars, riots, floods, fires, sanitary disruptions, sudden changes in timetables, delays of planes, bad weather conditions, pandemics, traffic accidents, and the like.

ABOUT RESERVATIONS AND PAYMENTS FOR SERVICES
Inquiries and information about the Agency's services are received via email, electronically, in writing, by phone, and fax. Based on the received inquiry, a proposal for a contract will be sent to the traveler, which is considered binding after it has been signed by both parties or otherwise clearly confirmed (Internet, fax, email, payment to the business account, provision of a credit card number) and when the agency receives the appropriate deposit as agreed in the contract proposal. The paid deposit will be credited towards the service price. If the contractor makes a reservation on behalf of other guests, the guest assumes all obligations. The guest must provide all necessary data and/or documents required for the realization of accommodation and other content at the destination. The guest is responsible for any damage caused by providing incorrect or incomplete data or documents. On the day of reservation of the accommodation unit, the holder of the reservation must be at least 18 years old. For reservations on request, the agency will not accept the reservation application without a paid deposit as stated in the contract information. If the Guest pays for the reservation by card, they agree that WSPay stores the card data for easier payment of future transactions. Guest data is securely stored by WSPay, guaranteed by the PCI DSS certificate they hold, and this data is not available to any third parties. The guest must respect the payment terms stated in the contract for excursions, transfers, transport, and other services.

DESCRIPTION AND PRICE OF SERVICES
The Agency has provided all necessary information about the accommodation in the pre-contractual information available to the Guest. If it is a package or a related arrangement, the agency will provide the traveler with other standard information in addition to the pre-contractual information. The price list of all services is available at https://travel.papaya.com.hr/objects/list and can be changed only until the reservation, and after the reservation only in case of an obvious error. The price includes Value Added Tax while other fees and tourist taxes are not included and are charged according to the Law. A security deposit is charged upon entry into the accommodation in the amount of 50€ for accommodation without a pool and 100€ for accommodation with a pool per person in cash. The security deposit is returned to the guest on the day of departure if they have adhered to the house rules and there is no damage to the accommodation. If the damage exceeds the amount of the deposit, the guest is obliged to immediately compensate the amount that exceeds the damage.

CATEGORIZATION AND QUALITY OF ACCOMMODATION / HOUSE RULES
Accommodation units are equipped with parking if stated in the advertisement or specifically communicated with the traveler, and if available and free, internet according to the technical possibilities of the public service provider, bedding and towels, and basic kitchen contents. The arrival time is from 4:00 PM, and an earlier arrival is only possible by calling the host's number which the agency will provide to the traveler after the reservation of the accommodation. Generally, it is possible if the accommodation unit is cleaned and ready for guests before 4:00 PM. The departure time is until 9:00 AM, and a later departure is only possible with prior arrangement with the host by calling the number the agency will provide to the traveler after the reservation. An earlier arrival and departure may incur additional charges up to 50% of one night's stay. The house rules are an integral part of these general terms.

CHANGES TO PRE-CONTRACTUAL INFORMATION / TRAVEL PROGRAM AND THE ORGANIZER'S RIGHT TO TERMINATE / CANCEL THE TRIP
The agency has the right to change the pre-contractual information in case of extraordinary circumstances that could not be predicted, avoided, or eliminated (point 1 of these general terms).

RIGHT OF THE TRAVELER TO TERMINATE / CANCEL THE TRIP
If the Guest cancels the arrangement, PAPAYA TRAVEL d.o.o. retains 100% of the paid amount if the cancellation occurs 30 days or more before the reservation date. In agreement with the agency, and depending on other objective circumstances (availability of accommodation, occupancy, etc.), it is possible to arrange a refund or change of reservation, but this does not obligate the agency and depends solely on other objective circumstances. The contracting party or the Traveler is obliged to confirm an oral cancellation in writing by letter, fax, or email. If the traveler does not confirm the orally communicated cancellation in writing, it will be considered that the service was not canceled.

OBLIGATIONS OF THE AGENCY
The agency's duty is to ensure the provision of services in good faith and select service providers, taking care of the rights and interests of the Guests in accordance with professional rules and tourism customs. The agency is obliged to provide the Guest with all pre-contractual information and the total price of accommodation in writing or electronically, including taxes and, if necessary, all additional fees, charges, and other costs if it is possible to calculate them before the start of the contract, if not possible they are emphasized as additional services that the traveler may have to bear if they occur. The agency is obliged to publish the terms and content of each listed service and adhere to everything stated. After the service or package arrangement is executed, an invoice will be issued to the user. If the service deviates from the agreed terms, the agency must explain the reason for any non-performance or partial performance of the service.

OBLIGATIONS OF THE TRAVELER
The guest must have valid travel documents, comply with the customs and currency regulations of the country of destination, adhere to the house rules in the accommodation facilities, and cooperate with service providers in good faith, following the house rules regarding arrival and departure at the destination. In cases of non-compliance with these obligations, the traveler bears the costs and is responsible for any damage. By confirming the reservation, the Guest agrees to pay for any damage caused to the service provider on the spot.

LUGGAGE AND BELONGINGS
The traveler must take care of their belongings and luggage. The agency is not responsible for luggage that is destroyed, lost, damaged, or stolen in the accommodation or means of transport. The agency recommends taking out travel insurance, which includes luggage insurance, or renting a safe if such an option is available in the accommodation. Lost luggage or theft should be reported to the service provider, the Agency, and the relevant police station.

INSURANCE AGAINST INSOLVENCY OR BANKRUPTCY OF THE TRAVEL ORGANIZER
In accordance with the Law on the Provision of Services in Tourism, the travel agency has insurance for the insolvency or bankruptcy of the travel organizer. In case of insolvency or bankruptcy of the travel organizer, travelers who are on the trip, as well as persons who have paid a deposit for the trip, should contact the insurer stated in the contract document.

TRAVEL INSURANCE
The price of travel arrangements does not include insurance against travel accidents and illnesses, damage or loss of luggage, voluntary health insurance while traveling and staying abroad, or insurance against trip cancellation. The agency can provide information about these types of insurance to the traveler. When the traveler contracts the insurance, the insurance contract is concluded directly with the insurer. The agency acts only as an intermediary.

PROTECTION OF PERSONAL DATA
The agency collects, processes, and stores personal data in accordance with the General Data Protection Regulation (EU) 2016/679 (GDPR) and other relevant legislation. Personal data will be used only for the purposes for which they were collected, such as booking accommodation and related services, compliance with legal obligations, and communication with the traveler. Personal data will not be shared with third parties without the explicit consent of the traveler, except as necessary to fulfill the contract or comply with legal obligations. The traveler has the right to access, correct, delete, and limit the processing of their personal data, as well as the right to object to data processing and data portability. If the traveler believes that their personal data has been processed unlawfully, they have the right to file a complaint with the competent supervisory authority.

FINAL PROVISIONS
Any disputes that cannot be resolved amicably will be resolved by the competent court in the place of registration of the travel agency. The applicable law will be the law of the Republic of Croatia.

For additional questions or more information, feel free to contact us.

Thank you for your trust and we wish you a pleasant stay and unforgettable experiences.

PAPAYA TRAVEL d.o.o.
Date of entry into force: 01.05.2023

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