CROWONDER TOURIST AGENCY
GENERAL TERMS AND CONDITIONS

Corona Full Refund-  Extraordinary cancellation policy related to Covid-19!

You will receive a full refund of  deposits (deposit plus any other payments made) if you cancel  reservationsup to 30 days prior to the vacationstart date:

1. if the country you are coming from has issued an official (ministerial) decision or regulation prohibiting all travel to Croatia except for those   necessary,

2. due to complete closure of borders or complete cancellation of flights (if you are traveling by air and have no way to reach your destination by other means of transportation). 

If you need to cancel your Arrival less than 30 days (29 days or less) before the vacation start date, Crowonder travel agency will stop the entire amount paid for the reservation and will issue to you Credit voucher (Voucher) for the amount of payments you have made. The voucher is valid for 18 months from the date of issue, during which you can use the document to rebook in the same facility. The new accommodation must be in the same or higher (for an extra charge) price ceiling.

If a visitor falls ill with Covid at a time that prevents him from convalescing By the arrival date marked as the beginning of the reservation, Crowonder will stop the entire amount paid by the guest for the reservation. Customer will receive coupon credit (Voucher), valid for 18 months from the date of issue, which during this time can be used to make a rebooking in same facility. The new accommodation must be in the same or higher (at a premium) price ceiling.

Almost all of our properties are guaranteed a full refund of deposits in the event of cancellation up to 30 days before arrival for the reasons listed under 1. and 2. In individual facilities, the owners did not agree to such conditions. Crowonder Agency undertakes to inform any client who intends to book a stay at such an establishment.

If you cancel your reservation for any reason other than those listed above, our standard  General Terms and Conditions.

1. GENERAL CONDITIONS

Shown below General Conditions and Travel Regulations form an integral part of the Agreement, i.e. Voucher between Wonder doo, Prilaz Andrije Konca 6, 23 000 Zadar, ID code: HR-AB-23-110048667 (hereinafter: Agency) and the travel contractor/reservationist (hereinafter: Traveler). They specify the conditions under which the Agency enters into a contract with the reservist, which differ in terms of legal liability.

For bookings in which the Agency offers additional services in addition to accommodation, the Agency acts as a tour operator. In all other cases, the Agency merely acts as an intermediary (e.g., selling accommodation, selling a cruise or tour).

All information and conditions contained in the trip program and these General Conditions are binding on both the Agency and the Traveler.

CROWONDER is an online travel agency registered in Zadar, owned by WONDER doo.

CROWONDER acts as a owner’s agent property featured on our website and is responsible only as agent. The rental contract is actually between you as the tenant (guest) and the owner of the accommodation as the landlord (Owner).

When making a reservation for a specific period at a specific facility, as a guest you unconditionally accept these General Terms and Conditions, which became effective on the date they were published on www. crowonder.com

All attachments to the rental agreement are valid only if made in writing.

2. BOOKING, CONTRACTING AND PAYMENT

Upon receipt of a booking request, the Agency sends the Traveler its official Offer, which includes payment details. After receiving it, you must pay a deposit of 30% of the value of the reservation (or the entire amount according to the rule described below). Upon receipt of the payment, the Agency will issue and send the Traveler a Voucher, which is the final confirmation of the reservation.

Voucher is a contract concluded by the Traveler with the Owner of the property, which an integral part of are these General Conditions. By making an advance payment, the Traveler declares that he has read and accepts the General Conditions. The agreement and all matters arising therefrom are governed by Croatian law. Any disputes, claims or other matters that arise out of or in connection with this Agreement shall be handled exclusively by the Croatian courts.

The following terms and conditions apply to reservations made 30 or more days prior to the start of rental:

  • An advance payment of 30% (unless otherwise specified) of the total agreed accommodation price is payable immediately upon receipt of the official Offer (48h);
  • The remaining 70% (unless otherwise specified) of the total agreed accommodation price is payable no later than 30 (thirty) days before the beginning of the rental period, if payment is made by credit card, by bank transfer. If payment in cash is selected (only in properties where this option is indicated on the Wonder doo website), the remaining 70% is to be paid by the guest immediately upon arrival at the site, directly to the owner. The facility does not have the ability to pay electronically (card / paypal).

For reservations made 30 days or less before the start of the rental, the following conditions apply:

  • Payment of the total rental amount by credit card or bank transfer is required within 48h. No cash payments are accepted.

The traveler is responsible for making all payments due to us. In case of non-payment of the down payment (or the total amount according to the rules stated above) within 48 hours from the issuance of the official Offer, CROWONDER may conclude a new rental agreement with another guest. If the Traveler anticipates that the transfer of payment may take longer than 48h (e.g., due to bank reasons) then it is in his interest to send confirmation of the transfer to the Agency’s email address.

You should check the accommodation confirmation you receive from us immediately upon receipt. Any irregularities should be reported to the Agency immediately, as it may not be possible to make changes later. The Agency is not responsible for the consequences of errors in the content of any document sent to the client if they are not reported by the Traveler within 14 days of receipt of the document.

Allowed methods of advance payment are: credit cards (MasterCard, Visa, Maestro, America) and bank transfer.

The amount that will be charged to your foreign credit card is in Croatian currency (HRK). The amount your credit card account will be debited for is obtained by converting the foreign currency price into Croatian kuna according to the current Croatian National Bank (HNB) exchange rate. When a credit card is charged, the same amount is converted into local currency according to the credit card companies’ exchange rate. As a result of this conversion, there is a possibility of a slight difference from the original price quoted in our proposals or on the website.

If you choose to pay by wire transfer, the fee is charged in euros and there is no possibility of exchange rate differences. Guests cover all bank fees associated with the transfer and transfer of money to us. CROWONDER must receive the full amount of the reservation.

The Guest shall make payment within the time and in the manner described in this section of the General Terms and Conditions. If the guest fails to meet the payment deadlines, such behavior is considered a gross breach of contractual obligations, the rental agreement is considered terminated without notice, and CROWONDER is not obliged to inform the guest of this fact.

The owner of the facility reserves the right to withhold service to the Traveler if the Traveler brings an animal to the accommodation without prior notification to the Agency or the owner. In this case, the Agency is not obliged to accept complaints made by the Traveler regarding the booked accommodation or services.

Promotions and discounts cannot be combined. Each booking can contain only one discount/promotion.

3. CLIMATE TAX

In accordance with the Residence Tax Law of the Republic of Croatia, the Traveler is required to pay the tourist tax along with the accommodation fee. According to the Law on Climate Tax of the Republic of Croatia, the climate tax fee is from 2,00 to 7,00 HRK per person per day from adults. Young people between the ages of 12 and 18 (but not over 18) are entitled to a 50% discount, while children under 12 are exempt from the resort fee. The total amount of the resort fee for a specific booking depends on the destination in the Republic of Croatia and the dates of accommodation. In the booking process it is clearly indicated whether the tourist tax is included in the price of accommodation.

4. PRICES

The prices of the properties can be seen on our website and are quoted for a single night and for a week. A guest can see the total price of accommodation in a particular obiket after selecting the planned date of stay in the calendar.

The prices listed on our website are for the rental of the entire facility, regardless of how many people and their ages will be accommodated there. The allowed maximum number of persons is indicated in the description of the accommodation unit.

The rental properties are fully furnished and equipped. The price of all properties includes linens, electricity, hot and cold water, air conditioning / heating. Where there is a private pool, pool heating may incur an additional charge. Satellite/cable TV, if available, may not include access to all channels. In the case of Internet sharing, it is assumed that the customer will be equipped with his own laptop or other device on which he uses the network.

5. STAY IN THE PROPERTY

5.1. ARRIVAL (CHECK-IN) AND DEPARTURE (CHECK-OUT)

Guests should arrive at the property between 15:00 and 20:00 Croatian time and leave before 10:00. These hours may vary slightly (+/- 1h) depending on the property. Guests are provided with the exact check-in and check-out times applicable to their chosen accommodation in their travel documentation. The time of arrival and departure stated in the confirmation is unchangeable and the guest must observe it. In case of a later check-out than agreed, the guest will be charged a fee on the spot, which covers the owner for any additional costs incurred due to the delay.

5.2. KEY HANDOVER

In your booking confirmation you will receive the exact address of the property and the contact information of the person who will be at check-in.

The handover of keys at the end of the stay is arranged with the owner or a person designated by the owner upon arrival at the site. It is common practice to meet and hand over the keys at the facility.

The landlord or the landlord’s designee may refuse to issue keys if the guest has not paid the full amount for the rental of the property.

5.3. VISITOR IDENTIFICATION

At the time of check-in, the guest will be asked to show the owner/representative of the property valid identification documents that contain personal information. This data is necessary for registration with the National Chamber of Tourism (HTZ). The information will not be used for any other purpose. Registration of each guest is legally mandatory, so a guest who is unwilling to provide any proof of identity may be denied entry to the premises.

The proof of identity recognized in Croatia is a passport or ID card.

5.4. NUMBER OF PEOPLE USING THE PROPERTY

The maximum number of people, including children, allowed to be accommodated in a facility may not be exceeded. Children under the age of two are not included in the maximum number of persons but must be notified in advance to the Agency.

Guests may increase the number of people, up to the maximum capacity, no later than seven days before check-in. This request should be sent in writing. If the guest expects guests during the rental period, the owner must be informed. The total number of guests accommodated and visitors to the property must not exceed the maximum number of people allowed by the owner.

The owner has the right to terminate the lease without notice and without refund if the number of guests or visitors is exceeded, and the guest, together with all persons staying at the property, are required to vacate the premises within two hours and are not entitled to a refund of the amount paid.

5.5. YOUNG

If guests are under 25 years of age, they are required to inform the Agency at the time of booking the exact number of people and their age. In this case, it may be necessary to pay an additional deposit to secure property damage. The agency and the owner reserve the right to reject groups of guests under the age of 25 if they have not been informed in advance of their arrival. In this case, guests are not entitled to a refund of the accommodation price paid.

5.6. SECURITY and SECURITY CANCELLATION

The signatory is responsible for the proper and dignified behavior of guests. If a guest disrupts public order or the stay of other guests by noise or otherwise and does not respond to reminders and warnings, the Agency or the property owner may discreetly ask the guest to leave the property within two hours without the right to a refund of the stay.

Guests are obliged to maintain the rented property, all furniture, equipment, appliances and the area incidental to the property with its equipment in the same technical condition, cleanliness and order as they found on the day of arrival at the facility. Guests are responsible for any damage, loss or injury to property occurring during their stay at the property as a result of their intentional act or omission, as well as if they use the property in a manner inconsistent with its intended use.

The owner of the facility or his representative collects a security deposit (security deposit) for possible damages. The amount of the deposit is listed on the Agency’s website individually for each property. The owner has the right to deduct from the deposit the amount needed for additional cleaning after guests (exceeding the number of hours or the scope of standard cleaning, which is included in the price) and the amount for damaged or destroyed property. The owner also has the right to claim reimbursement from the guest for damage and destruction in excess of the amount of the deposit paid.

We recommend that all guests have adequate insurance in case they cause damage.

5.7. LINEN AND TOWELS

The cost of providing linens and towels, as well as changing them, is included in the price of all properties.

It is advisable to bring your own beach towels and check whether crib bedding is provided.

5.8. POOL AND JACUZZI

The pools are open seasonally. When booking a property before or after the main tourist season (June-September), it is advisable to check if the pool is already/still available for guests. If a heated pool is offered, an additional fee may be required, which the Agency is required to inform the client about.

Guests use the pool at their own risk and responsibility and are responsible for using the pool properly. Children are not allowed in or near the pool area without adult supervision.

Use of hot tubs is at your own risk and responsibility. On the day of the guest’s arrival, hot water in the Jacuzzi may not be available until late in the evening. It is forbidden to enter, sit or stand on the covers of the whirlpool tub. The lids are used for insulation, are not designed and adapted to bear the weight of a person and can be easily broken. If the lid breaks, the guest is obliged to compensate the damage directly to the owner.

5.9. SOCIAL EVENTS

Wonder doo acts as an agent for the owners of the property when renting it out. If a guest intends to hold a private event (e.g., party, wedding, cocktail party) at the facility, he or she must obtain Wonder doo’s approval in advance. In this case, the owner may require additional fees and/or an increased security deposit.

5.10. SECURITY AND VALUABLES

Any valuables left in the facility are left by the guest at their own risk. Neither Wonder doo nor the property owner is responsible for their loss.

In properties that offer such treatments, burglar alarms should be activated, safes should be used, and appropriate caution should be exercised everywhere and all steps should be taken to protect against theft and burglary (e.g. locking doors, windows, blinds when a guest is absent). The Agency shall not be liable for any loss, damage or consequential loss caused by theft or any other security incident, regardless of the cause. If a guest decides to leave the property due to a break-in, he or she is not entitled to a refund of the cost of the stay.

5.11. ANIMALS

Pets are not accepted in the facilities, except with the express permission of the owner. In case of adoption of a pet, the owner reserves the right to charge a surcharge and / or increase the security deposit. The number, size, or breed of animals should be agreed before accepting the reservation.

The owner of the animal is responsible for cleaning up feces and other waste after his pet. Pets are not allowed on furniture, beds and couches, and are not allowed in the pool or hot tub.

Animals must be vaccinated and they need a passport to cross the border. The agency and the owner are not responsible for any injuries or illnesses the animal may suffer while staying at the facility.

5.12. FACILITY SURROUNDINGS

If a visitor books a newly built property, he or she must take into account that there may not have been enough time for lush greenery to grow and develop around it.

Many of our properties are located in rural or isolated areas, so you may encounter wildlife such as mosquitoes, wasps, ants, lizards, geckos, turtles, scorpions, local dogs, etc., In the summer season, you can hear the characteristic buzzing of cicadas throughout the day. First-time visitors to Croatia may experience mild discomfort during the first few days of their stay because of this.

Farming or gardening may take place near some of the facilities. Access to some properties may be possible only on a dirt or gravel road.

The Agency is not responsible for any construction or road works taking place near the property. The agency will make every effort to inform the guest of any work that is taking place or planned in the vicinity of the property , which he knows or has the opportunity to learn about. Some work, however, may occur at any time without our prior knowledge. Neither the Agency nor the property owner can be held liable for the resulting noise.

5.13. CARS WITH LOW SUSPENSION

Guests traveling in sporty, low-suspension vehicles are asked to check that access to the facility is suitable for their mode of transportation.

5.14. TENTS AND CARAVANS

It is forbidden to put tents and caravans on the rental property. The owner or the Agency shall demand immediate removal of the above. If the guest fails to comply with the aforementioned request, the owner and/or the Agency are authorized to terminate the rental agreement, which shall take effect immediately, without notice, and the guest shall be obliged to leave the premises permanently with all persons who reside there within 2 (two) hours. In this case, the traveler is not entitled to claim a refund of the accommodation price paid.

5.15. INTRODUCTION TO REAL ESTATE

The owner of the property and/or his representative reserves the right to enter the area around and into the property itself, while guests are there, in justified cases, such as to carry out urgent maintenance, repair, security of the property or equipment, inspection, etc. The agency will make every effort to inform the guest of such a visit in advance, if possible.

5.16. TECHNICAL EQUIPMENT

The property includes all the necessary equipment, technical devices and other amenities to ensure a comfortable stay for guests.

Guests should immediately report to the Agency or the owner any irregularities and deficiencies found on arrival at the property.

The owner is responsible for ensuring the proper operation of all equipment on the property. In the event of a malfunction or failure of any of the equipment, the guest will inform the owner and/or the Agency of the situation so that the Agency can request the owner to arrange for repairs. The owner is obliged to remove the reported defect within a reasonable period of time.

The owner is directly responsible to the guest for malfunctions, and the Agency will take all possible measures to ensure that irregularities are corrected as soon as possible.

5.17. PROPERTY DESCRIPTIONS AND PHOTOS

The Agency makes every effort to ensure that the descriptions and photos we present are accurate, but cannot accept responsibility for the errors contained therein or their consequences. The visitor accepts that there may be minor differences between the photo / illustration / text used and the reality.

Property owners may make changes to property specifications as deemed necessary in light of regulations or operational requirements.

In order to improve the quality of the offered accommodation, the owners of the property reserve the right to change the furniture, furnishings, equipment, facilities or any part of the offered service without prior notice.

The owner is solely responsible for providing accurate and complete information about the property, the Agency cannot be held liable in case of inaccurate, incomplete or false information provided to it by the owner.

6. RESPONSIBILITIES OF THE AGENCY

The Agency’s duty is to provide services and select a service provider taking into account the rights and interests of the Traveler in accordance with the traditions of the tourism industry. The Agency will fulfill all of the above-mentioned duties as described, except for circumstances beyond its control (Article 2), in which the Agency will act in accordance with Article. 12.

7. RESPONSIBILITIES OF THE TRAVELER

The traveler is obliged to:

  • have valid travel documents
  • respect and comply with the customs and foreign exchange regulations of the Republic of Croatia and the countries it passes through on its way to Croatia
  • respect and comply with all other regulations, guidelines, restrictions and laws in force in the Republic of Croatia, as well as the countries through which he passes on his way to Croatia. If the guest needs assistance in this regard, the Agency will endeavor to provide the Traveler with up-to-date, verified information. In the event that the guest is prevented from continuing his/her trip as a result of a direct violation of the laws/regulations of the Republic of Croatia or of the countries he/she passes through on his/her way to Croatia, he/she shall bear all costs related thereto.
  • abide by the rules and regulations of the accommodation, and cooperate with the service provider in a well-intentioned manner
  • provide the service provider with a document confirming payment for the service (Voucher received from the Agency)
  • In facilities that provide for this possibility, pay the owner the remaining amount due for the reservation in the amount indicated in the Voucher issued by the Agency. The amount in question shall be paid immediately on the day of arrival in Croatian kunas (HRK) or in EUR. The price in euros will be converted to Croatian kuna according to the Croatian National Bank (HNB) exchange rate on the day of payment.
  • report your intention to bring a pet to the facility, even if the accommodation is described as pet-friendly, and specify the type and size of the pet. The owner of the animal is obliged to obey the rules of the place of accommodation during the stay with the pet, and to pay the property owner an additional fee for this. The traveler will receive information from the Agency about the amount of the pet fee before booking.
  • if the Traveler intends to come with more people than the stated maximum capacity of the accommodation, he/she is obliged to inform the Agency immediately after sending the request for accommodation, even if they are minors. The possibility of staying with a larger number of people depends solely on the conditions of the premises and the goodwill of the service provider, and does not exclude a surcharge. Children/minors, not  may stay in the accommodation free of charge and without notice of their arrival.

If the Traveler fails to comply with these rules and regulations, the Traveler will be liable for any expenses or damages arising therefrom. By confirming the reservation, the Traveler agrees to compensate the service provider on the spot for any damage caused by his own negligence.

8. RIGHT OF THE TRAVELER TO CHANGE AND CANCEL

Any cancellation or change of reservation Traveler is obliged to notify Crowonder Tourism Agency  inwriting by mail, fax or email info@crowonder.com or chorwacja@crowonder.com

Changes or cancellations by phone are not allowed and will not be accepted.

In the event that the Traveler requests a change or cancellation of a confirmed reservation, the basis for calculation of costs will be the date of receipt of the written cancellation during normal business hours of the Agency. If the written cancellation is received outside of the Agency’s regular business hours, the date of cancellation, which will be the basis for the calculation of costs, will be the Agency’s next business day.

8.1. CANCELLATION WITHIN 72H OF PAYMENT

If the Traveler cancels the confirmed reservation up to 72 hours after making the payment, and there are at least 40 days between the date of this cancellation and the start date of the planned stay at the facility, the Agency will refund the Traveler the entire amount paid within 7 business days.

This applies only to the first canceled reservation.

For reimbursement on card payments, the Agency will charge a 2% credit card fee and a €15.00 administrative fee.

In the case of payment by bank transfer, only the administration fee will be charged.

In other cases, the cancellation rules set forth in subsection 8.2 shall apply. General Conditions.

8.2. CANCELLATION FEE

Cancellation fees for apartments, houses and villas are as follows:

1) 30% of the reservation value / the amount of the deposit paid / if the guest cancels the reservation up to 30 days before the date of the scheduled arrival.

If, in addition to the deposit, you have made further payments towards your reservation, they will be refunded minus a €15 administration fee and an additional 2% credit card fee (if paying by card).

2) 100% of the reservation value if the guest cancels the reservation within 29 days and below before the scheduled arrival date.

3) 100% of the value of the reservation if the guest does not show up at the place of accommodation or cancels the services after they have started.

Cancellation of reservation with refund of money paid in less than 29 days Before the scheduled arrival date is not possible. During this period, only the possibility of rebooking is allowed, except that rebooking will be accepted only if it is feasible.

8.3 REBOOKING

1) Change of reservation made up to 30 days before the scheduled arrival date to a reservation of the same or higher value – only the price difference will be charged.

2) Change of reservation made up to 30 days before the scheduled arrival date to a reservation of lesser value – there will be a refund of excess payments and a change fee of EUR 25 will be charged.

3) Changing a reservation made from 29 to 7 days before the scheduled arrival date to a reservation of the same or higher value – only the price difference will be charged.

4) Changing a reservation made from 29 to 7 days before the scheduled arrival date to a reservation with a lower value – the Agency will make the change, but it is not possible to refund the excess payment.

5) During up to 6 days before the scheduled arrival date, it is not possible to change the reservation.

Any change of reservation must be confirmed by the Agency in in writing.

Reservation changes will be accepted only if they are feasible.

If it is not possible to change the reservation and the Traveler cancels the confirmed reservation, the cancellation conditions of subsection 8.2 shall apply. General Conditions.

In the event that the Traveler requests a change from the confirmed accommodation to accommodation in the same building of the same service provider, if such a change is possible, the Agency will charge a change fee of EUR 15.00 and any difference in price.

If the Traveler requests a change of the confirmed accommodation to an accommodation of another service provider, the change will be treated as a cancellation and the cancellation conditions of subsection 8.2 will apply. General Conditions.

If the client requests a change in the booking of transfers up to 48 hours before arrival and the change is possible, the Agency will charge an administrative fee of EUR 15 and any difference in price. Changes less than 48 hours before the transfer are not possible.

9. TRAVEL INSURANCE

The price of accommodation at a particular property does not include travel insurance: accident insurance, damage to or loss of luggage or voluntary health insurance.

The agency recommends the purchase of additional insurance, the cost and terms of which the traveler will receive directly from the insurance company. Please read the insurance terms and conditions carefully before purchasing.

The price of accommodation or tour does not include cancellation insurance. If the Traveler suspects during the booking process that he or she may cancel the trip for certain reasons, the Agency recommends purchasing cancellation insurance from an insurance company. Cancellation insurance cannot be paid after booking, only during the booking process.

If the Traveler does not have cancellation insurance and is unable to travel, the Agency reserves the right to reimburse the Traveler in accordance with the cancellation conditions listed in Article 8 of these General Conditions.

In the event of cancellation, visa application costs and other travel document costs are not refundable, even if the Traveler has cancellation insurance. If the Traveler has cancellation insurance, the Traveler must report any claims to the insurance company that issued the policy, and the Agency is required to provide all necessary documents related to the claim and the booking in question. All other insurance terms and conditions are attached to the insurance policy, and the Agency recommends that Travelers read them carefully.

10. LUGGAGE 

Each Traveler is responsible for lost, damaged and/or stolen property left unattended. The agency is not responsible for lost, damaged or stolen luggage, nor for luggage or valuables stored in the accommodation facility (if possible, we recommend renting a safe or purchasing an insurance package with luggage insurance). Lost or stolen luggage must be reported to the owner of the accommodation or to the appropriate police station.

11. THE RIGHT OF THE AGENCY TO AMEND AND CANCEL

The Agency reserves the right to change the accommodation to another in case of circumstances that cannot be foreseen, avoided or eliminated (see Article 15).

The booked accommodation can be changed only after prior notification to the guest, only to accommodation of the same or higher category and at the price at which the Traveler confirmed the reservation.

If substitute accommodation is possible only in a unit of a higher category, the price of which is 15% or more higher than the price of the paid reservation, the Agency reserves the right to charge the guest for the difference in price, but only by agreement and upon approval of the Traveler.

In the event that it is not possible to arrange a substitute facility, the Agency reserves the right to cancel the reservation and notify the Guest before the start of the service and guarantees the Traveler a full refund of the amount paid. In case of cancellation by the Agency, the Traveler is not entitled to any compensation from the Agency, and the Agency is only obliged to refund the amount paid to the Guest’s account.

In the event that there is no suitable substitute accommodation on the date of service, the Agency will make every effort to inform the Traveler of possible alternatives that are not offered by the Agency and will refund the Traveler the full amount paid for the reservation.

12. FILING AND PROCESSING OF COMPLAINTS

Any Traveler – the holder of the reservation has the right to file a complaint in case of non-performance of paid services.

If the services provided are not satisfactory, the Traveler is obliged to immediately notify the Agency of the inadequate service and file a complaint on the day of arrival to the service provider/owner and inform the Agency office by email at info@crowonder.com or by phone at +385 995495959 (customer service 08: 00-16: 00).

The traveler is obliged to cooperate with the Agency representative and the service provider/owner to clarify the cause of the complaint.

If, upon arrival, the Traveler is not satisfied with the condition of the accommodation and leaves the accommodation on his/her own initiative and finds other accommodation without giving the Agency an opportunity to solve the problem, remove the cause of dissatisfaction or find other accommodation, the Traveler is not entitled to claim a refund or seek compensation, regardless of whether his/her reasons were justified or not.

If the Traveler accepts on the spot the solution proposed by the Agency that corresponds to the service provided, the Agency will not consider or respond to additional complaints.

If the problem is not solved on the spot after intervention, the Traveler is obliged to submit a written complaint with supporting documents and photos to support it. The complaint must be sent to the Agency by email to info@crowonder.com or by mail no later than 8 days after the Guest’s return from the trip. The agency will only consider fully documented complaints that are received within 8 days.

The Agency undertakes to resolve the complaint in writing within 14 days of receipt of the written complaint. The agency may postpone the deadline in order to gather evidence and check the advertised offers with the service provider, but no more than 14 days. The agency will consider only those complaints whose cause could not be resolved on the spot.

Until a decision is made by the Agency, i.e., for a period of 14/28 days from the filing of the complaint, the Traveler waives the right to publicly engage a third party, arbitrate UHPA or other institutions and disclose information, and file a lawsuit.

The highest amount of compensation for a complaint can only be the equivalent of the defective/non-compliant part of the service. It may not include the used part of the service or the total amount of the service. The Travel Law excludes the Traveler’s right to compensation for intangible damages.

If the Traveler is not satisfied with the organizer’s response and has used an agency that is a member of the UHPA and has filed a complaint with the above guidelines for processing complaints, the Traveler may appeal to UHPA arbitration. According to the Arbitration Rules, the entire process should be completed within a month. During this process, the organizer will either agree on the compensation, or the Traveler will learn for a small fee that even in court, to which the Traveler can still appeal, there is almost no chance of winning the case.

The Agency cannot be held responsible for conditions, situations and events that may result in the dissatisfaction of Travelers and are not a direct result of accommodation in the facility (for example, bad weather , climatic conditions, improperly maintained beaches, cleanliness and temperature of the sea, crowds, lost or stolen property, etc.).

If the Traveler decides to book a special LAST MINUTE, FIRST MINUTE or SPECIAL OFFER, the Traveler assumes all risks associated with such travel. Such travel involves uncertainty of facts beyond the Agency’s control, and the Traveler accepted such travel primarily because of the price and therefore has no right to a refund of payment or any complaint to the Agency.

13. SECURITY OF PERSONAL DATA

The traveler provides personal information of his own free will. Personal information is required to provide the services booked. The same information is used for internal communication. The Agency is obliged that the Traveler’s personal information is not taken out of the country or transferred to third parties, except for the purpose of performing the ordered services. Personal data will be stored in a database in accordance with the Board’s decision on how to collect, process and secure personal data. By accepting these General Terms and Conditions, the Traveler consents to the use of his/her personal information in the Agency’s promotional offers.

14. ACCEPTANCE OF GENERAL CONDITIONS

Payment of the advance/deposit or making full payment for the reservation indicates that the Traveler has read, understands and fully accepts these General Terms and Conditions.

15. DISCLAIMER

The Agency shall provide services in accordance with the information published and in effect at the time of booking confirmation, and in accordance with the description and dates of travel detailed in confirmed bookings, except for circumstances beyond the Agency’s control, such as:

  •  illness or death of the service provider/owner of the property or his / her immediate family,
  • exceptional circumstances that cannot be foreseen or eliminated (earthquakes, floods, storms, hurricanes, tornadoes, fires, droughts, other natural disasters, explosions, sanitary disturbances, wars, civil unrest, protest actions, strikes, terrorist actions, accidents, and restrictions, regulations, ordinances, prohibitions, lockdowns imposed by the government or local authorities, prohibitions on leaving the country, other random events, etc.).

The Agency shall not be liable for any losses, violations or delays due to causes beyond its control, such as those stated above.

Neither CROWONDER (as agent for the property owner) nor the property owner shall be responsible for the death or injury of any guest or any other person staying at the property in the event of situations of the type listed above.

In the event of unforeseen circumstances, such as those described in Section 15. Conditions, the Agency is entitled to treat the contract as terminated. In this case, the Agency’s liability is limited to the refund of the amounts paid by the guest and relating to the unused part of the rental/unfulfilled part of the contract. The amount will be calculated according to the daily rate for accommodation/service, less an administrative fee of €50.00 to cover the Agency’s reasonable expenses.

The agency cannot be held responsible for failures of mechanical equipment such as pumps, boilers, and pool filtration systems, nor for failures of public utilities such as water, gas and electricity.

The agency cannot accept responsibility for services, benefits and events beyond its control, such as delays caused by bus companies, public transportation, closure of eating establishments or recreational facilities. breakdowns of household appliances, etc.

16. COURT JURISDICTION

The parties to the contract will try to resolve any potential disputes amicably. The parties agree on the court in Zadar as having jurisdiction to settle disputes arising from the contract and the application of Croatian law.