Terms and conditions

GENERAL TERMS AND CONDITIONS

1. General Provisions
These General Terms and Conditions and Travel Instructions are an integral part of the contract or voucher concluded between Polo Line d.o.o., Frankopanska 36, 51523 Baška, ID code: HR-AB-51-040037796 (hereinafter: the Agency) and the travel contractor (hereinafter: the Traveler). These General Terms define the conditions under which the Agency enters into an agreement with the Traveler and which differ depending on legal responsibility. For bookings that include services in addition to accommodation (organized by the agency), the Agency acts as the Organizer. In all other cases, it acts as an Intermediary (for accommodation sales). All information contained herein constitutes a legal obligation for both the Agency and the Traveler.

2. Offer Content
The Agency provides services in accordance with information available online and valid at the time of booking confirmation, and according to the description and dates stated in the booking confirmation, except in cases of force majeure (e.g. illness or death of the service provider or their immediate family, unforeseeable and unpreventable events such as natural disasters, war, strikes, terrorist actions, or government-imposed restrictions like mobilization or travel bans).

3. Bookings and Payments
Accommodation inquiries and bookings can be made electronically, by phone, in writing, or in person at the Agency’s office. By submitting a booking request, the Traveler confirms they are familiar with and accept these Terms, having reviewed them in detail. The Agency provides all necessary documents and information electronically, including an offer for travel insurance. The Traveler is obligated to provide all data required for booking. A deposit is required depending on the chosen payment model, and the balance is due no later than 30 days before service start, unless otherwise stated at booking. If the balance is not paid on time, the Agency may cancel the reservation after notifying the Traveler.
Note for international travelers paying via bank transfer: The Traveler must pay into the Agency's foreign currency account and cover all sender and receiver bank fees.

4. Tourist Tax
According to Croatian law, the Traveler must pay the tourist tax together with the accommodation. This tax ranges from HRK 2.00 to HRK 8.00 per adult per day. Youths aged 12–18 pay 50%, while children under 12 are exempt. The final tax amount depends on the accommodation’s location, travel dates, number, and age of travelers.

5. Service Price
Accommodation price includes basic services listed in the booking. Some properties require a mandatory surcharge for additional services (e.g., agency fee, final cleaning, insurance, registration fee, ecological tax), which are listed in the cost breakdown during booking. Optional services are paid directly to the service provider on-site in cash, following the Agency’s instructions. These must be requested during booking. For private accommodations, electricity, water, gas, linens, and other listed services are generally included.
Travelers must clean the apartment or house before departure regardless of final cleaning service. This includes dishwashing, trash removal, and sweeping.
Prices are listed in EUR. The Agency reserves the right to adjust prices. However, once a deposit or full payment is made, the price is guaranteed. Price changes may occur up to 20 days before arrival due to currency fluctuations. If the price increases by more than 10%, the Traveler has the right to cancel and receive a refund without compensation for damages.
Prices in Agency offers may differ from those at the accommodation site and such differences are not grounds for complaints. If more people arrive than indicated in the booking, the provider may deny service or charge extra on-site. Bringing pets without prior notice may also result in service denial. Complaints due to these reasons will not be accepted.
Discounts and special offers cannot be combined.

6. Categorization and Service Descriptions
Accommodations are described according to official categorization and the Agency’s inspection. Standards vary by location and cannot be compared across regions. Only information on the Agency's website and printed materials is binding.
Parking is available if the provider offers one spot per unit nearby. It doesn’t imply a fenced, covered, or guarded space.
Wheelchair-accessible accommodation must include:

• Ground-floor location (maximum 2 steps at entrance)

• Door width of at least 75 cm and a spacious bathroom (not necessarily equipped with handrails)

7. Agency Obligations
The Agency must ensure the service is executed as agreed, select appropriate service providers, and protect the Traveler’s interests per standard tourism practices, except in extraordinary cases (see Point 2).

8. Traveler Obligations
The Traveler must:

• Possess valid travel documents

• Respect customs and currency laws of the destination

• Check visa requirements

• Comply with house rules and cooperate in good faith

• Present the voucher on arrival

• Pay any remaining balance on arrival (if using that payment model; exchange rate applies)

• Declare any pets at the time of inquiry, even if allowed. The Agency must be informed of the type and size. Extra charges may apply.

• Declare if more people will be staying than booked (including minors). Unannounced guests may be denied entry or charged extra.

Non-compliance may result in cancellation, additional charges, or liability for damages.

9. Traveler’s Right to Changes or Cancellations
All changes/cancellations must be sent in writing (email, post, or fax). The processing date is the date of receipt during Agency business hours.
If canceled within 72 hours of payment (and more than 31 days before arrival), the Agency will issue a full refund within 7 working days (first cancellation only).

Booking change terms:

• 30+ days before: If the new price is the same or higher, only the price difference is charged. If lower, a €25 administrative fee applies, and the difference is refunded.

• 29–7 days before: If the price increases, only the difference is charged; if lower, no refund is given.

• 6–1 days before: Changes not permitted.

Changing units within the same property incurs a €15 fee plus any price difference. Changing to a unit in another property is treated as a cancellation.

Transfer booking changes:
Up to 48 hours before: €15 administrative fee and any price difference.
Within 48 hours: changes not allowed.

Cancellation fees – Private Accommodation:

• 30+ days before: 30% of total, min €25

• 29–15 days: 50%

• 14–8 days: 80%

• 7–0 days: 100%

• No-show: 100%

Transfer Cancellations:

• 72+ hours: €15 fee

• <72 hours or no-show: 100%

A €25 administrative fee applies to all cancellations. If a partial refund is due, it will be issued within 45 days.

If costs exceed the paid amount, the Traveler must pay the remaining cancellation fee within 14 days.
If canceled within 7 days, the Traveler may find a replacement guest (subject to provider approval). Only actual costs will be charged.

Late arrivals without notice (after 21:00) may result in cancellation, with fees applied. Travel document costs (e.g., visas) are non-refundable.

10. Travel Insurance
Travel insurance is not included in the booking (e.g. accident, cancellation, luggage, or medical). Travelers are encouraged to obtain this separately or via the Agency (as intermediary). For cancellations, it is recommended to purchase cancellation insurance. Without it, refunds follow Article 9 rules. Visa/passport costs are non-refundable. If insured, all claims must be directed to the insurer; the Agency will provide required documentation.

11. Luggage
The Traveler is responsible for their belongings. The Agency is not liable for theft, damage, or loss. Loss/theft must be reported to the property and local police. Using a safe or purchasing insurance is recommended.

12. Agency’s Right to Changes and Cancellations
The Agency may change the booking due to force majeure (see Article 2). If so, a replacement of equal or higher category will be offered at the same price. If the new price exceeds the original by more than 15%, the Traveler may be charged extra with prior consultation.
If no suitable replacement is available, the reservation will be canceled and a full refund provided. No compensation for damages is owed.

13. Complaints Procedure
The Traveler must report issues immediately on arrival by email (info@polo.hr) or phone (+385 91 3856 922 during working hours). They must cooperate with the provider and Agency to resolve the issue. Leaving the accommodation without allowing the Agency to respond voids the right to a refund or complaint.
If unresolved, a formal complaint must be submitted in writing within 8 days of return, including photos and supporting documents. The Agency will respond within 14 days, or 28 days if more time is needed to investigate.

While a complaint is being processed, the Traveler agrees not to involve third parties (e.g. media, court) or file lawsuits.
Maximum compensation cannot exceed the value of the disputed service and excludes used services and total package cost.
Complaints about weather, beach conditions, or crowds will not be considered.

Last minute bookings are accepted with the understanding of potential risks, and no complaints will be accepted based on such risks.

14. Data Protection
Personal data is voluntarily provided and used only for service execution and communication. It will not be shared outside Croatia or with third parties except as legally required or essential for service provision. By booking, the Traveler consents to data use for marketing and statistical purposes. Consent can be withdrawn at any time.

15. Jurisdiction
If an amicable resolution is not reached, disputes fall under the jurisdiction of the competent court in Rijeka, Croatia.