Terms and Conditions

1. GENERAL PROVISIONS

1.1.  KOMPAS Turistička agencija d.o.o. /travel agency, llc/, with its registered office in Poreč, Mate Vlašića 20, Republic of Croatia, PIN /OIB/: 13785319050 (hereinafter: the Agency, Kompas Villas), is the owner of the Kompas Villas brand, which specialises in providing accommodation services in accommodation facilities throughout the Republic of Croatia.

1.2.  When providing accommodation services, Kompas Villas acts as a travel organiser, providing travellers with a professional and reliable service when choosing, booking, purchasing, and using accommodation services.

1.3.  These General Terms and Conditions contain important information provided by Kompas Villas to the traveller and as such form an integral part of the accommodation service contract concluded between Kompas Villas and the traveller.

1.4.  Prior to committing in any way to the contract, the traveller shall examine the contents of these General Terms and Conditions carefully. The scope of the information and the time required to learn it cannot form the basis of a claim that the traveller could not have properly examined it.

1.5.  The traveller is any person, natural or legal, who wishes to conclude the accommodation service contract or who has the right to use the accommodation service based on the concluded contract. The traveller concluding the accommodation service contract undertakes to inform all persons who have the right to travel based on the concluded contract about the rights and obligations arising from the provisions of the contract, as well as any additional information they receive in personal contact with the representatives of Kompas Villas or by e-mail.

1.6.  A traveller who wishes to conclude the accommodation service contract shall make their data available to the Agency, and possibly also provide data for all travellers who will use the accommodation service which is essential for the provision of accommodation services (data from personal documents, information about health, habits, or other restrictions that could affect the implementation of the service). Kompas Villas shall not be responsible for the consequences and costs incurred due to the lack of information and/or delivery of incorrect information. These shall be the sole responsibility of the traveller contracting the accommodation service.

1.7.  The traveller who fails to provide accurate data at the time of check-in is liable for all costs or consequences caused by the use of incorrect information.

1.8.  The traveller contracting the accommodation service guarantees that they are authorised to provide data and other necessary information about the travellers who will use the accommodation service and that they are authorised to conclude the accommodation service contract on their behalf. 

1.9.  These General Terms and Conditions shall apply as of 1st September 2024 and travellers shall be adequately warned about their application before concluding the accommodation service contract. 

1.10.  The terms used in this General Terms and Conditions which imply a gender refer to the masculine and feminine gender equally.

2. PURCHASE OF THE ACCOMODATION SERVICE

2.1.    Kompas Villas enables the purchase of accommodation services through the online sales interface on the website www.kompas-villas.com, by e-mail, telephone or in person at the Agency’s branches.

2.2.    The accommodation service contract shall be considered binding after the traveller contracting the accommodation service has provided all the necessary information about the travellers and clearly confirmed their own consent to the submitted contractual information by e-mail, through the online sales interface or other means of remote communication and received a confirmation that the contract was concluded by Kompas Villas. 

2.3.    If Kompas Villas asks the traveller to pay a deposit or advance payment, i.e. provide credit card authorisation, the accommodation service contract shall be considered concluded provided that the traveller pays the amount of the deposit or advance payment or provides credit card authorisation within the specified time limit.

3. PAYMENT METHOD AND SCHEDULE

3.1.  When concluding the contract, it is necessary to make a deposit or advance payment in the amount of at least 30% of the accommodation service price, and the remaining amount no later than 56 days before the day on which the use of the accommodation service begins. 

3.2.  In the event that the contract is concluded within a period shorter than the one in which the remaining amount of the price for the accommodation service is due, the traveller undertakes to pay the amount of the full price for the accommodation service. 

3.3.  The payment date shall be the day on which the traveller makes the payment at the cash register at the Agency’s branch or an authorised agency, i.e. the day Kompas Villa records the traveller’s payment on Kompas Villas’ transaction account.

3.4.  After the payment, depending on the selected payment method, the traveller shall be forwarded a confirmation of the concluded contract, containing detailed information about the purchased accommodation service, a payment confirmation, and a calculation of the remaining amount for payment before the accommodation service commencement date.

3.5.  The timely and properly paid price of the accommodation service under the conditions set out in these General Terms and Conditions guarantees the traveller an available place in the selected accommodation facility.

3.6.  If the traveller fails to pay the amount of the price for the accommodation service or any part of it within the stipulated period, it shall be deemed that they have cancelled the accommodation service contract and the provisions on the traveller’s cancellation of the accommodation service contract shall apply.

3.7.  Kompas Villas uses WSPay for online payments. WSPay is a secure system for online payment, real-time payment, payment by credit and debit cards, and other payment methods. WSPay provides the customer and merchant with secure registration and transfer of entered card data, which is confirmed by the PCI DSS certificate integrated into WSPay. WSPay uses a 256-bit encryption SSL certificate and TLS 1.2 cryptographic protocol as the highest levels of protection when entering and transferring data. All payments shall be made in euros (symbol: €, currency code: EUR). When debiting your credit card, an equal amount shall be converted to your local currency according to the credit card association’s exchange rate. As a result of this conversion, there is a possibility of a slight difference compared to the original price stated on our website. 

3.8.  When an authorised travel agency contracts the accommodation service on behalf of the traveller, all stipulations from this item shall also apply to the authorized travel agency.

3.9.  Special payment terms may be indicated in the offer, contract or price list.

4. PRICE

4.1.  The accommodation prices are shown in Euros.

4.2.  The basic price for the accommodation service includes all services described with the offered accommodation facilities.

4.3.  In addition to the basic price for the accommodation service, the traveller shall also be obliged to pay all mandatory additional charges which, if not included in the basic price, shall be added to the basic price for the accommodation service and possible optional additional charges in the final price, and shall thus represent the total monetary obligation of the traveller under the accommodation service contract.

4.4.  At the Agency’s request, the traveller shall be obliged to pay in advance and separately the fees determined by special regulations that Kompas Villas collects on someone else’s behalf and for someone else’s account, the amount of which the Agency cannot influence, and which are necessary for the realisation of the service. Kompas Villas shall inform the traveller in a timely manner about the existence and price of these fees, as well as any possible changes in the payment mode.

5. TRIP CANCELLATION OR CHANGE BY THE TRAVELLER

5.1.  The traveller shall have the right to cancel the accommodation service. In the event that the traveller cancels the accommodation service contract, Kompas Villas shall be entitled to charge a contract cancellation fee.

5.2.  If otherwise specified in the certificate of the concluded contract or special conditions of fees due to the cancellation of the accommodation service, the conditions set out in the certificate of the concluded contract or special conditions shall apply.

5.3.  The amount of the cancellation fee depends on the time period before the service commencement date during which the traveller cancelled the accommodation service contract.

5.4.  If the traveller cancels the accommodation service, Kompas Villas shall retain the following out of the total price for the accommodation service:

If the traveller cancels the accommodation service:	Amount retained by Kompas Villas from the total price
up to 56 days before the commencement of service	30% of the accommodation price
55 - 43 days before the commencement of service	50% of the accommodation price
42 - 29 days before the commencement of servicE	65% of the accommodation price
28 -15 days before the commencement of service	90% of the accommodation price
15 - 0 days before departure (including the departure day or the day of commencement of the service)	100% of the accommodation price
after starting to use the service, i.e. no-show	100% of the accommodation price

5.5.  If the actual damage incurred is higher than the stated amounts of the cancellation fee, Kompas Villas reserves the right to charge the actual amount of the damage, which shall not be higher than 100% of the accommodation price. The stated cancellation costs shall also apply to changes to the departure date and the accommodation facility. 

5.6.  In the event of cancellation of the accommodation service, the traveller shall not be entitled to reimbursement of any visa, insurance, vaccination and similar costs. 

5.7.  The traveller undertakes to notify the Agency about the cancellation of the accommodation service through the online sales interface on the website www.kompas-villas.com, by sending a statement of cancellation by e-mail, with the receipt acknowledgement by Kompas Villas, or by signing a statement of cancellation at the Agency’s branch. If the traveller fails to submit a statement of cancellation in writing, it shall be deemed that the traveller has not cancelled the trip.

5.8.  The traveller may terminate the use of the travel service at their request, in which case they shall not be entitled to a refund of the costs or the amount paid, either partially or in full.

5.9.  Prior to the commencement of the accommodation service and after the conclusion of the contract, the traveller may transfer the accommodation service contract to a person who meets all the conditions applicable to that contract if the traveller has informed Kompas Villas in writing and no later than seven days before the commencement of the service.

5.10.  The transferor and the transferee of the accommodation service contract shall be jointly and severally liable for the payment of the amount of the price and any additional fees, charges or other costs arising from the transfer of the contract.

6. CANCELLATION OF ACCOMMODATION SERVICES BY KOMPAS VILLAS

6.1.  Kompas Villas may terminate the accommodation service contract before the commencement of the service and refund all payments received for the accommodation service to the traveller in full if Kompas Villas is prevented from performing the contract due to extraordinary circumstances that could not have been avoided and if they notify the traveller of the termination of the contract without undue delay before the commencement of the accommodation service.

6.2.  In the event of termination, Kompas Villas shall lose the right to the agreed price of the package and shall be obliged, within 14 days from the termination of the accommodation service contract, to refund all payments made by the traveller.

6.3.  In the event that Kompas Villas is prevented from performing the contract due to extraordinary circumstances that could not have been avoided, Kompas Villas may offer the traveller an alternative accommodation of equal or higher quality without the obligation of the traveller to reimburse the difference in the price of the alternative accommodation.

6.4.  In the event that the traveller does not accept the offered replacement accommodation, Kompas Villas shall lose the right to the agreed package price and be obliged, within 14 days from the traveller’s notice on the non-acceptance of the replacement accommodation service, to refund all payments made by the traveller.

7. TRAVEL DOCUMENTS AND OTHER TRAVELLER'S OBLIGATIONS

7.1.  The traveller shall meet all the requirements of the destination country regarding passports and visas and health formalities on time before travelling and have all the necessary travel documents with them during the trip, including the appropriate certificates of meeting the health formalities, making them available to competent officers. 

7.2.  In the event that certain countries condition the entry into the country with a specified period of time from the day of entry until the expiry of a travel document, the traveller alone shall be responsible for complying with these provisions. Kompas Villas shall not be liable for possible difficulties or forced interruption of the traveller’s trip for such reasons.

7.3.  The traveller shall respect the house rules in the accommodation facilities in which they stay and cooperate in good faith with the representative of the Agency and the service provider. In the event of non-compliance with these obligations, Kompas Villas disclaims any responsibility for the damage caused and the traveller shall pay for it immediately.

7.4.  Expenses and damages resulting from the loss or theft of documents or other valuables during the trip shall be borne by the traveller. During the trip, the traveller shall adhere to the personal safety rules that would be adhered to by any average person and exercise due diligence. Kompas Villas shall not be responsible for the actions of travellers regarding their personal responsibility. If the traveller fails to comply with their obligations, they shall be liable to Kompas Villas for the damage incurred by Kompas Villas. Kompas Villas shall not bear any responsibility for the damage that could be incurred by the traveller in such a case. During the trip, the traveller shall behave in a way that does not endanger the lives or health of their fellow travellers and shall not disrupt the course of the trip. 

8. CATEGORISATIONS OF ACCOMMODATION FACILITIES AND HOUSE RULES IN GENERAL

8.1.  The offered accommodation facilities are described according to the official categorisation defined in the applicable regulations in the Republic of Croatia depending on the amenities, equipment, devices, services, and other prescribed elements of the official categorisation. 

8.2.  The standards of the accommodation, food, and other travel services vary depending on the destination and country and are not always comparable. 

8.3.  Kompas Villas strives to provide detailed information about the accommodation facilities in its offer, with the possibility of minor variations in the equipment or appearance of the interior, which does not reduce the accommodation functionality, comfort, or category.

8.4.  The traveller accepts the possibility of minor discrepancies in the description or photos of the accommodation facilities presented at the time of booking, which may be the result of regular maintenance of the facility, seasonal changes, or replacement of equipment. Such discrepancies do not affect the accommodation category.

8.5.  House rules of accommodation facilities are supervised by local tourism organisations. Kompas Villas shall have no influence on this element.

8.6.  Entry into the accommodation unit is usually between 4 and 8 p.m., and the units must usually be left by 9 or 10 a.m. on the service end date, unless otherwise specified in the house rules of the service provider, of which the traveller shall be informed in a timely manner.

8.7.  Kompas Villas shall inform the service provider of any preannounced additional request from the traveller regarding the accommodation facility (pet stay, cot, etc.), but cannot guarantee the fulfilment of such a request.

8.8.  In the event that more people appear at the accommodation facility than indicated when concluding the accommodation service contract, Kompas Villas reserves the right to refuse to provide the accommodation service to persons who are not registered as travellers when concluding the contract or, if possible, provide the accommodation service with additional charge.

9. COMPLAINTS

9.1.  The traveller shall point out irregularities or deficiencies in the provision of the contracted services on the spot, by submitting a statement of complaint to the Agency representative, the direct service provider, or an authorised local agency. In the event that, depending on the content, the complaint could have been resolved on the spot (e.g. unsatisfactory cleanliness of the room, equipment, etc.) and the traveller failed to complain on the spot and inform the above persons about the irregularities, it shall be considered that the traveller agreed to the service provided and thus lost the right to submit complaints subsequently with a request for a reduction in price or compensation for damages. Kompas Villas shall not consider complaints if the traveller has not submitted a record of the Agency’s or service provider’s representative on the complaint, indicating that the deficiencies could not be resolved on the spot.

9.2.  Complaint procedure: the traveller shall complain about an inadequate service immediately to the Agency representative or, in their absence, to the service provider. In eliminating the cause of the complaint, the traveller shall cooperate with a representative in good faith. If the traveller does not accept the offered solutions to the cause of the complaint which correspond to the contracted services, Kompas Villas shall not take into account subsequent requests for reimbursement or reduction of the price of the trip. If the cause of the complaint cannot be eliminated, the traveller shall compile a written report with the representative. Within two weeks after returning from the trip, the traveller shall send a written complaint by registered mail to the address: Kompas d.o.o., Mate Vlašića 20, 52440 Poreč, or to the e-mail address:  villas@kompas-travel.com, and attach evidence of the merits of the complaint. The evidence shall include at least a written confirmation with the signature of the representative or service provider, invoices related to additional costs and the like. The traveller may also refer the complaint to the point of sale at which they concluded the travel contract. Kompas Villas shall respond to the traveller in writing within 15 working days from the receipt of the complaint. During the period until the response of Kompas Villas to the complaint, the traveller shall not be authorised to submit complaints or requests to third parties and competent institutions or to make the information related to the complaint publicly available. 

9.3.  Without a written complaint, the Organizer shall not consider requests for price reduction or compensation. A complaint sent by mail must be signed and may be submitted by each traveller on their own behalf or by a third party with the traveller’s written power of attorney. 

10. PERSONAL DATA PROTECTION 

10.1.  Kompas Villas shall keep all received personal data of the travellers in accordance with the Personal Data Protection Act and other applicable regulations. By signing the accommodation service contract, the traveller is deemed to have given consent to the personal data processing for the purpose of concluding and fulfilling the contract. 

11. FINAL PROVISIONS

11.1.  Disputes that have not been resolved by agreement may be submitted to the competent court, the Court of Honour with the Croatian Chamber of Economy, the Conciliation Centre at the Croatian Chamber of Economy, the Conciliation Centre at the Croatian Employers’ Association, or the Conciliation Centre at the Croatian Conciliation Association. Contact details can be found at https://ec.europa.eu/info/live-work-travel-eu/consumers/resolve-your-consumer-complaint_hr. The substantive law of the Republic of Croatia shall apply to the travel contract, and the dispute shall be decided by the court in Zagreb. 

11.2.  These General Terms and Conditions can be found at www.kompas-villas.com.

                                Poreč, 1 September 2024