GENERAL TERMS AND CONDITIONS

General Terms and Conditions for Providing Accommodation Services

1. Introduction

Tourist agency Selex d.o.o. serves as an agent between the customer and the service provider (on behalf of the owner and to his benefit) and therefore provides accommodation services for the customer in accordance with the information available on the web-site www.selex.hr for the period of the confirmed reservation. Tourist agency Selex is not liable for force majeure. Force majeure is a circumstance which cannot be affected or foreseen and therefore cannot be prevented (earthquake, flood, fire, strike, terrorist attack, war, death of the service provider or their immediate family).

2. Booking and payment

Inquiries and booking of accommodation can be done electronically (by email or forms on the web-site) or in person at the Selex tourist agency office. In order to confirm the booking, the customer is required to pay an advance in the amount from 20% till 40% of the total depending of accommodation. The rest of the total amount the customer is required to pay in cash (HR Kuna or Euro) at the reception desk of the agency upon arrival. When booking, the customer confirms that he is familiar with the General Terms and Conditions, and that he accepts them in their entirety. Thus, everything stated in the General Terms and Conditions becomes legally binding both for the customer and Selex tourist agency. When booking, the customer is required to give all the information necessary in the booking procedure.

3. Sojourn tax

According to the Croatian Law on the Sojourn Tax, customers are required to pay the Sojourn Tax when paying for their accommodation. The Sojourn Tax in the Republic of Croatia varies from 2,50 till 8,00 HRK per person per day for adults. Customers from the age of 12 to 18 have a 50% discount, while children under the age of 12 are exempt from paying. The amount of Sojourn Tax to be paid will be stated on your reservation calculation, or there will be information that Sojourn tax is included in price. The registration fee will be charged once pro person (indipendently of the age), according to price list.

4. Price of accommodation

The daily rent of the accommodation includes water and electricity consumption, bedding, towels, cutlery and cooking kit (in apartments), as well as final cleaning after the departure of guests. Air-conditioning is included in the price, unless stated differently. In case the facility owner notices that the air-condition is on, while the window is open or while the guest is not present in the apartment, the owner holds the right to charge 3-5 Euros for the negligent use of air-conditioning. All kinds of special services which are listed and not included in the price, the guest will be charged for and is obliged to ask for, when checking in or, if agreed so, make the payment on the spot. Pets are allowed only if arranged so prior to the guest’s arrival and for a set fee. In case the guest hasn’t mentioned a pet when making a reservation, the Agency holds the right to cancel the booking upon arrival. When making a reservation, the guest is obliged to state the breed and weight of the pet. Leaving the pet alone, unattended in the apartment is not allowed. In case the customer uses the accommodation up to three nights, the price is 30% higher. The agency reserves the right to make changes to the stated prices. In case the prices change after the booking and prior to the payment of the advance, the agency guarantees to inform the customer about the price change and to send them a new calculation. For customers who have paid an advance for their reservation, the agency guarantees the price of accommodation stated in the first calculation, according to which the advance was paid. If more customers than are stated on the voucher arrive at the accommodation unit, the host has the right to deny the extra customers accommodation or to accommodate all of the customers at extra charge according to the price list.

5. Categorization and service description

Accommodation units offered by the agency are described in accordance with the official categorization of the authorized institution, and each owner of an accommodation unit is required to make the category of the accommodation unit visible. Standards for accommodation, food, services, etc. differ from place to place, country to country, and cannot be compared. Information obtained at the accommodation unit does not oblige the agency in any way more than any information available on this web site.

6. Agency's right to changes and cancellation

The agency reserves the right to change a reservation in case of emergency or force majeure. Booked accommodation can be substituted only by an accommodation unit of the same or higher category and at the price confirmed during booking, provided that the customer is notified ahead of time. Should the substitute accommodation be available only in an accommodation unit of higher category and should the price of the substitute accommodation be higher by 15% or more than the initially booked accommodation, the agency reserves the right to charge the price difference upon consulting the customer. In cases where substitute accommodation for paid accommodation is not available, the agency reserves the right to cancel the reservation upon prior customer notification (before their arrival) and guarantees the refund of the complete paid amount.

7. Customer's right to changes and cancellation

In case the reservation is canceled within 30 days prior to arrival, the advance payment will not be returned to the guest, but remains as a minimum fee to the owner of accommodation on behalf of his lost earnings. Should the customer wish to change or cancel a reservation, this must be done in written form (email, mail, or fax). The following are examples of changes: changes to the number of customers, changes to arrival/departure dates. The first change to the reservation is free of charge. For all further changes to the reservation, 15 EUR will be charged per change. Should a change to the reservation not be possible and should the customer cancel for this reason, the conditions for the cancellation of reservation listed above will be enforced. Should the customer not arrive at the booked accommodation unit before midnight on the arrival date, and the customer has not informed Tourist agency Selex, the reservation is considered to be cancelled, and therefore the cancellation cost will be charged as described above.

8. Agency's obligations

It is obligation of Tourist agency Selex to take care of provided services, hosts, and customers' interests and rights according to accepted customs and practices in tourism. Tourist agency Selex will carry out all stated obligations in full and as described above, except in circumstances caused by conditions beyond its control (Article 1), when Article 6 is applied.

9. Customer's obligations

- to have valid travel documents and a visa in case they need one for entering the Republic of Croatia,

- to obey customs regulations and currency exchange regulations of the Republic of Croatia

- to obey house rules in accommodation units and to have good relations with the host,

- the guest is responsible for damage made in the accommodation and is required to report it as well as to cover all expenses for any caused damage in the accommodation unit on the spot

Should the customer not follow the above listed obligations, the customer is liable for caused damage and must cover the expenses

10. Accommodation terms

The guest is required to come to the Agency upon arrival (or go straight to the facility if agreed so prior to arrival) with the confirmation of payment (Voucher received by mail or email) containing the number of persons and type of services that need to be provided. Upon arrival the guest is required to provide to the agency or the apartment owner the identification for all the guests staying in the facility, in order to check in with the local authorities. Entrance to the accommodation unit is possible after 14:00 (2 pm) on the day of arrival and upon departure the guests must leave the accommodation unit no later than 10:00 (10 am). Arrival after 20:00 (8 pm) on the day of arrival should be announced in advance to the Agency.

11. Luggage

Tourist agency Selex is not responsible for the theft of luggage or valuables in the accommodation unit. Lost luggage or stolen goods should be reported to the host and the local police department.

12. Complaints

In case the guest is not pleased with the conditions in or of the facility, he/she is required to inform the Agency right away (in the period of 24h). It is in the best interest of the guest that any complaints are dealt with as soon as possible and on the spot. If there is no improvement after the guest has made a complaint, the guest needs to ask for a confirmation stating that the offer received wasn’t made as agreed earlier. The guest is required to attach that statement to a written complaint within 8 days after the end of his/her stay. In case the complaint is filed after the period of 8 days, the Agency will not take it into consideration. The Agency is obliged to reach a written solution to the complaint within 14 days upon receiving the complaint and can postpone it for additional 14 days for the reason of gathering information. The Agency will deal only with complaints which couldn’t be settled on the spot. While the proceeding is in progress (14 to 28 days) the guest irrevocably waivers his/her right to interfere a third party, whether it is a person or an institution and is not allowed to give any information to the media. The guest also waivers the right to file a court complaint. The highest amount that can be given to a guest to settle the complaint is the amount for the offer in question and cannot include the services already used nor can include the whole amount. Both the guest and the Agency will try to work out the problem in agreement. Tourist agency Selex is responsible for supplying the guest with all agreed services and needs to answer all questions regarding services which haven’t been accounted for. If the guest isn’t satisfied with the condition of the facility upon arrival, and therefore leaves the facility and finds new accommodation on his/her own, the guest cannot ask for a refund and weavers his/her right for a complaint.

13. Personal data privacy

The guest agreeably gives personal information, which will be used for further communication. Personal data will be kept in a data base and the Agency is not permitted to give it to a third party.

14. Note

When making a reservation, the customer confirms that he is familiar with these General Terms and Conditions and accepts them in their entirety.



NOTIFICATION ON THE METHOD OF SUBMITTING THE EXPLOITED CONSUMER PROCEEDINGS

In accordance with Art. 10 of the Law on Consumer Protection (Narodne novine no. 41/14) we inform the consumer that complaints about the quality of our services can be submitted in writing in the business premises of the Selex Tourist Agency and the receipt of the complaint will be confirmed without delay, in writing.
A complaint can also be submitted by mail to the following address: Selex d.o.o. Trg palih boraca 28, 51266 Selce, and to the e-mail address: This e-mail address is being protected from spambots. You need JavaScript enabled to view it

The response to the written complaint of the consumer will be given in writing no later than 15 days from the day the complaint was received. Please, in the complaint specify your name and address for delivery of our response.