1. Subject of the contract
The subject of this contract is to regulate the relationship between Kety Travel d.o.o. travel agency, Porečka 24a, HR-52446 Nova Vas, OIB: HR79811618739, ID-CODE: HR-AB- 52-040338717, Tel. +385 52 356-947, Email: [email protected] (hereinafter: Kety Travel), acting in its own name and on behalf of the accommodation unit owner, on the one hand, and the accommodation user (hereinafter: the guest), on the other, when booking accommodation offered on the website www.istra-holiday.com
2. Booking and conclusion of the contract
The contract between the guest and Kety Travel takes effect when the guest makes a binding booking. A booking may be made verbally, in writing or electronically. From that point onwards, the parties’ rights and obligations are governed by these General Terms and Conditions, which apply to both the guest and Kety Travel. The booking confirmation will be sent to the guest electronically. If the confirmation differs from the booking requested, payment for the booking received constitutes the guest’s acceptance of the conditions stated in that confirmation. Kety Travel may, without obligation, accept a special request, but such a request is not legally binding on Kety Travel and will be fulfilled only if Kety Travel has confirmed it in writing. If booking payments are not made in accordance with Article 3.2, the booking may be cancelled without any obligation on Kety Travel’s part towards the guest.
3. Prices and payment terms
3.1 Accommodation price
Prices published on www.istra-holiday.com are stated in euros and refer to accommodation per unit for the relevant period. Subject to the price-change clause, the price valid at the time of booking applies. Any additional services requested by the guest, such as electric vehicle charging, pool heating, extra cleaning or bicycle hire, are not included and must be paid for on site to the person responsible for the property. The minimum stay is specified separately for each property and period. For stays shorter than the minimum, the accommodation price is increased by 30%. Unless otherwise stated in the description, accommodation prices include normal electricity consumption (excluding electricity used to charge an electric vehicle), heating in winter and air conditioning in summer, water consumption, final cleaning, bed linen, bathroom towels and tourist tax.
3.2 Payment
Whether a booking is made directly by the guest or through an intermediary agency, the guest or agency must pay an advance payment of 30% within a maximum of 3 days of receiving the booking confirmation, thereby definitively confirming the booking. The balance must be paid no later than 42 days before arrival and the start of the booked service, unless the selected property states otherwise. For bookings made within 42 days before the accommodation service begins, the full booking amount (100%) must be paid within 24 hours. For bookings made within 42 days before the service begins and paid by bank transfer, payment must be confirmed in writing by email with proof of payment. Kety Travel reserves the right to request a valid credit card number as a payment guarantee. Failure to meet payment deadlines may result in cancellation. The guest may cancel the booking free of charge within 24 hours of making it and receive a full refund of payments made.
Funds are refunded within 14 days of cancellation using the same method by which they were received, directly to the credit card or bank account from which they originated.
3.3 Cancellation
If the guest cancels a booking, the following cancellation charges apply:
Apartments
- Until 43 days before arrival – a full refund of the amount paid
- 42 days before arrival or “NO SHOW” – 100% of the total booking price
Holiday homes and villas
- Until 43 days before arrival – a full refund of the amount paid
- 42 days before arrival or “NO SHOW” – 100% of the total booking price
If an advance payment is refunded, an administration fee of 50,-Eur will be charged
EXCEPTIONS:
Some properties have different PAYMENT AND CANCELLATION TERMS
Check the accommodation unit’s own “CANCELLATION POLICY”
To confirm the booking, the guest must pay 100% of the total accommodation price as an advance payment (deposit). The booking is considered valid only once the funds appear in our account.
Cancellation policy (non-refundable advance payment):
- The advance payment made (100% of the price) is non-refundable if the guest cancels the booking, regardless of the reason for cancellation, including force majeure, personal reasons, health problems or changes to travel plans.
- In the event of a “no-show” (the guest failing to arrive at the property), the entire amount paid is retained as compensation for the loss caused by the accommodation unit not being rented out.
- We recommend that guests arrange travel cancellation insurance with an insurer of their choice to protect themselves against unforeseen circumstances.
Note on conditions:
- Before confirming a booking, the guest must familiarise themselves in detail with all cancellation and payment terms applicable to the selected property.
- If anything is unclear or further explanation of the refund policy or conditions of stay is needed, the guest must contact the host/property owner to check and confirm these conditions before making payment.
- By confirming the booking and paying the advance payment, the guest is deemed to have fully read, understood and accepted the host’s stated terms and conditions.
3.4 Changes to a booking
At the guest’s request, a booking may be changed in respect of dates, property, accommodation type or guests’ names. Each change made within 30 days before the service begins is charged EUR 30,00; Article 3.3 also applies if the accommodation property is changed.
If the guest cancels during a period in which no refund is available but finds another guest willing to rent the same accommodation unit in their place, all payments already made are treated as payments by the replacement guest, and the rental contract is concluded with that guest at no additional cost.
3.5 Price changes
Particular care is taken when selecting our properties, describing services and calculating prices. Nevertheless, changes to services and prices cannot be ruled out. The guest will be informed of any such change when making the booking or, at the latest, when it is confirmed. The details in the booking confirmation are final. Changes after confirmation are unlikely, but cannot be entirely excluded. If significant changes occur, the guest may withdraw from the booking without charge within 5 days of receiving notice. Payments already made will be refunded. Kety Travel reserves the right to adjust prices up to 22 days before departure due to increases in or the introduction of fees or taxes on certain services, or significant exchange-rate changes after the booking is concluded. If the price increases by more than 10%, the guest may withdraw under the same conditions as in the preceding paragraph.
4. Accommodation in our offer
The accommodation offered by Kety Travel consists of properties owned by our contractual partners – individuals and legal entities on whose behalf Kety Travel markets accommodation to tourists.
.4.1 Maximum number of guests
Accommodation units in our offer may be occupied only up to the maximum number of persons stated in the description of the booked unit published on Kety Travel’s websites. This also applies to children, regardless of age, except where the property description expressly permits one additional child aged no more than 2 years at no extra charge. Please mention this when booking. Tents and caravans may not be placed on the property’s grounds. If the maximum occupancy is exceeded or a tent or caravan is placed on the grounds, the owner may charge a fee determined by them for each additional person, require the additional persons to leave, or require the tent or caravan to be removed. If the guest does not comply, everyone will be required to leave the property without a refund.
4.2 Property size
Our representatives have personally visited every property in our offer. Property sizes always refer to external measurements; the internal floor area may therefore be up to 15% smaller than stated.
4.3 Pets, insects and allergies
Despite thorough cleaning and maintenance, an insect or mouse may occasionally enter a house from its natural surroundings. Kety Travel cannot be held responsible for this. Although pets are not allowed in every property, this does not mean that a pet has never stayed in the booked property. Kety Travel accepts no liability for guests’ allergic reactions in individual properties.
4.4 Noise
When selecting properties, we always seek a good, safe and peaceful setting. However, we cannot guarantee that there will be no noise during the guest’s stay, as we cannot influence circumstances such as traffic noise or nearby construction work. Neither the host nor Kety Travel can be held responsible for noise from the property’s surroundings.
4.5 Swimming pool and whirlpool
Where a property has a swimming pool, the guest must follow all safety advice given by the owner or Kety Travel. Use of the pool is entirely at the guest’s own risk. Children may be in the pool area only when accompanied by an adult. Pets are strictly prohibited from entering the pool. If accommodation is booked outside the summer season, the pool may be out of use, or an extra charge may apply for its use if it has a heating function. Please note that using a whirlpool involves certain health risks and is at the guest’s own risk. The whirlpool water may not be warm until late in the evening on the day of arrival. Standing on whirlpool covers is prohibited. Covers provide insulation, are not designed to support a person’s weight and can break easily. If a cover is broken, the guest must compensate the owner directly for the damage.
4.6 Groups of young people (up to 25,99 years of age)
If it is established on arrival that a group of young people or young adults has arrived at a property where such groups are not permitted, as clearly stated in the online property description, special conditions for these groups apply.
The security deposit increases to 150,- € per person, payable only in cash on site. Guests must strictly observe the house rules provided in every property, particularly the prohibition on loud parties and loud music at any time of day or night. If these rules are not followed, the owner will give one warning. If guests continue to breach the house rules or their behaviour causes material damage, the owner may terminate the accommodation service without refunding either the security deposit or the amount paid for accommodation.
5. Accommodation unit facilities
Many properties in our offer provide appliances and facilities such as washing machines, dishwashers, refrigerators, microwave ovens, DVD players, televisions, satellite receivers, telephones, internet connections and swimming pools. Guests may use them freely, but Kety Travel accepts no liability if an appliance unexpectedly breaks down or stops working during the stay, or is damaged by a guest. The same applies to sanitary fixtures and installations.
6. Arrival and departure times; shortening or extending a stay
Once the full booking amount has been paid, the guest will receive travel documents confirming their entitlement to use the booked accommodation. These contain a voucher and precise information on where to collect the keys. Please note the contact telephone numbers so that you can reach the owner or a Kety Travel representative. On arrival, the guest must present travel and identity documents to the person handing over the house or apartment keys, who will register the stay and immediately return the documents. The scheduled arrival and departure times are stated in the travel documents. Arrival must be between 15:00 and 20:00, while departure is generally by 10:00. If arrival by 20:00 is not possible, the guest must inform Kety Travel or the key holder and arrange possible key collection. Guests wishing to extend their stay should contact Kety Travel in good time; we will be pleased to extend the booking if the dates are available.
7. Alternative accommodation and cancellation by Kety Travel
In exceptional cases involving unforeseeable or unavoidable circumstances, Kety Travel may provide suitable alternative accommodation of equivalent value and quality. Kety Travel may cancel a booking before or during the stay if unforeseeable or unavoidable circumstances prevent use of the accommodation, endanger the guest or property, or reduce the quality of the service to such an extent that providing the agreed services becomes unreasonable. In that case, payments already made will be refunded, less the value of services already used. Kety Travel is not obliged to pay compensation in any of the cases covered by this article.
8. Other guest obligations
During the stay, the guest must use the owner’s property and equipment with due care and behave in a way that does not disturb other guests, neighbours or the host. A guest who fails to comply with the house rules after a warning loses the right to the booked accommodation and must leave without compensation. Any damage or defects caused or discovered by guests must be reported immediately to the key holder or a Kety Travel representative. This allows damage and deficiencies to be remedied promptly without reducing the quality of the stay. The guest is responsible for loss or damage they have caused unless they can prove that they are not responsible. The same applies where damage, dirt or missing equipment prevents the accommodation unit from being handed over to the next guest. The owner will charge the guest for the loss or damage on
site.
8.1 Security deposit
The security deposit is paid or lodged on arrival when taking possession of the accommodation. Its amount and the payment method (cash) are stated in the travel documents sent after receipt of the booking balance. If the guest refuses to pay the security deposit, the owner may refuse to provide the booked accommodation. The deposit serves as security against damage to the property and is refunded to the guest in cash on departure after it has been established that no damage has occurred.
9. Complaints and compensation claims
The guest must treat the accommodation unit and its contents with care and return it on departure in the same condition as when it was taken over. If the condition of the unit does not match the booking, the guest must inform the key holder immediately. If visible defects are not reported on arrival, the unit is deemed to have been handed over in fully satisfactory condition. The same procedure applies to defects arising during the stay. If the owner or key holder cannot remedy a defect within a reasonable time, the guest must inform their agent or a Kety Travel representative. If the guest leaves the property or finds other accommodation on their own initiative without giving Kety Travel an opportunity to resolve the issue or offer suitable alternative accommodation, the guest loses the right to compensation, whether or not the reasons for leaving were justified. The key holder and travel agent are not authorised to approve compensation claims. Claims must be submitted in writing to Kety Travel or the travel agent at [email protected] within 2 weeks after the accommodation service ends, with supporting evidence such as photographs, statements from the key holder or local agent, and witness statements. Complaints submitted after the 2-week deadline will not be considered. It is in the guest’s interest to act in good faith and demonstrate a willingness to resolve the complaint during the stay, submit it in writing to the owner on site, and request written acknowledgement of receipt. If the guest does not fulfil the above conditions, all rights to compensation are lost. Kety Travel must issue a written decision within 21 days of receiving the complaint, using the same channel through which it was received: email, post, or, for complaints delivered in person, a written reply sent by registered post with acknowledgement of receipt. If necessary to collect information and verify the complaint, Kety Travel may extend this period by a further 14 days and must inform the complainant in writing. Kety Travel will address only complaints for which the guest provides proof that a written complaint was made to the service provider on site and that the issue could not be remedied there. Until Kety Travel issues its decision, the guest waives intervention by any other person or court and the provision of information to the media.
10. Kety Travel’s obligations
Kety Travel undertakes, in its own name or on behalf of the host, to provide the guest with a tidy, clean accommodation unit equipped as described for the booked period. If the unit does not match the booking description, Kety Travel will make every effort to remedy the defects or provide suitable alternative accommodation of equivalent value. If this is not possible within a reasonable time, or if the guest refuses the alternative offered, Kety Travel will compensate the guest for any reduction in value if its responsibility is conclusively established. If the guest suffers loss or damage as a result of Kety Travel’s negligence constituting a breach of contract, Kety Travel accepts liability for the damage caused. Kety Travel will not be liable where the loss or damage is attributable to:
- Acts or omissions of the guest or their travelling companions;
- Unforeseeable or unavoidable failures by a third party not involved in providing the services specified in the booking;
- Force majeure or events that KETY TRAVEL could not foresee or avoid;
- Use of swimming pools, children’s playgrounds and sports facilities of any kind, which is entirely at the guest’s own risk;
- Damage or loss resulting from burglary.
11. Travel documents
When travelling to the Republic of Croatia, the guest must hold valid personal travel documents, either an identity card or passport depending on the country of origin, for themselves and everyone using the accommodation. The guest must check whether a visa is required for entry into Croatia or any transit country, obtain it in good time, and comply with the customs and foreign-exchange regulations of Croatia and transit countries.
12. Protection of personal data
The guest voluntarily provides personal data: first name, surname, home address, telephone number and email address. This data is necessary to provide the requested service and will be used for further communication. Kety Travel undertakes not to transfer the guest’s personal data abroad or disclose it to third parties other than partners involved in providing the contracted service (the accommodation provider). The data will be retained in a database in accordance with Kety Travel management’s decision on the collection, processing and storage of personal data. Kety Travel reserves the right to use guests’ personal data for marketing purposes. The guest may opt out at any time by sending a request to [email protected]. An objection to processing personal data for marketing purposes will not affect the agreement for and/or provision of the requested service.
13. Copyright
The website www.istra-holiday.com contains copyrighted materials, trade names and other proprietary information, including but not limited to text, software, photographs, graphics and videos. All website content is protected by copyright law. You may not modify, publish, transmit, participate in transferring or selling, create derivative works from, or otherwise exploit any content, in whole or in part.
14. Jurisdiction
The parties undertake to seek an amicable resolution of any dispute. If this is not possible, the court in Pazin has jurisdiction, and the law of the Republic of Croatia applies.