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Privacy Policy in accordance with the General Data Protection Regulation – GDPR / Regulation (EU) 2016/679 of the European Parliament and of the Council INTRODUCTION Terranautika d.o.o. acknowledges and appreciates your right to confidentiality of data and takes all necessary measures to preserve the security of data collected through www.terranautika.eu. Terranautika d.o.o. collects, processes and keeps your personal information in accordance with the EU General Data Protection Regulation (GDPR) and other applicable regulations. Data will not be passed on to third parties or exported to third countries except in the case when needed for realization of contracted services (eg accommodation, airline, carrier, insurance). We will consider that further use of www.teranautika.eu represents your acceptance of all the conditions described below. USE OF PERSONAL DATA Your personal data is collected and used only on the basis of the data you have voluntarily provided to Terranautika d.o.o, either by registration (during registration process personal information such as: name and surname, address, city, e-mail, date or just year of birth are needed) or by using the contact form on our website www.terranautika.eu. Collected personal information are kept in electronic form and all appropriate technical and organizational measures are applied to prevent personal data violations. Received emails with your personal information Terranautika d.o.o. will be used only for the purpose of meeting your requirements. RESERVATIONS When booking accommodation, travels, seminars, congresses and incentive programs, concierge services and other services provided by Terranautika d.o.o, personal data of the adult/ reservation holder (eg name, address, contact number, etc.) and other service users data (eg name, date of birth) are needed. Only data that are necessary for the realization of the service will be available exclusively to the partners for realization of accommodation, transport, insurance and travel companies, intermediaries and so on. Payment details (eg bank card number, expiration date) are specifically protected and will only be available to banks or card holders for payment authorization. Please note that registration at www.terranautika.eu is only permitted to adults of age older than 18 years. When registering at www.terranautika.eu the user independently chooses the password accordingly and is responsible for its protection and the prevention of misuse by third parties. COOKIES Cookies enable Terranautika d.o.o. to collect statistical data on users’ behavior at www.terranautika.eu (eg on which parts of the web site users stay the longest and the shortest), which Internet browser is used (eg Internet Explorer, Opera, Safari, Google Chrome, Firefox) and similar. The cookies are a small set of data sent from the server www.terranautika.eu to the user’s computer, and serves as an anonymous identifier. Cookies are also used for easier navigation through the web pages (eg you do not have to re-enter your registration data each time). Cookies are not used to access user data or to track user activity after leaving www.terranautika.eu. Terranautika d.o.o. reserves the right to use cookies at www.terranautika.eu but any user may forbid receiving cookies by editing / changing settings in their Internet browser. LINKS www.terranautika.eu contains links to other websites (eg Facebook, Instagram, LinkedIn). Accordingly, we kindly ask the users to take into account that Terranautika d.o.o. cannot be held responsible for the privacy protection on those Internet sites. Therefore, we encourage users to read the Privacy Policy of each Internet site they access. DIGITAL MARKETING Contact information, such as your name and email address, is required in case you want to receive promotional material by Terranautika d.o.o. Promotional materials include information on services, special offers and newsletters. You can disable this service at any time by activating the “Sign out” link at the end of an e-mail or by sending an e-mail with request for removal from the digital marketing list at info@terranautika.eu. SAFETY Terranautika d.o.o. takes all safety measures to protect the user’s data during data entry, transfer, data processing and during storage of the data. Access to data is limited and used only by employees who need data for business activities. Personal data provided to Terranautika d.o.o. upon registration will be kept during the existence of the website or during the registration period of the user. All data provided to Terranautika d.o.o. during registration on the Internet site, will be destroyed at the latest when the site is terminated. Users at any time have the right to request from Terranautika d.o.o. information on how are their personal data processed, have the right to delete or change their personal data by sending a request to info@terranautika.eu. NOTIFICATIONS ON CHANGES In the event of any changes to the Privacy Policy, a notice will be published on the homepage of the web site with the aim of acquainting the user with the changes. GENERAL TERMS AND CONDITIONS FOR PROVIDING SERVICES IN TOURISM Scope of the agreement These general terms and conditions are the fundamental part of the agreement for providing field services, which TerraNautika d.o.o., Antuna Barca 10, 20000 Dubrovnik, OIB: 08781155642, ID code: HR-AB-20-090011651 (mentioned in the further text as the AGENCY) agrees with the user of those field services – CLIENT or PARTNER AGENCY (mentioned in the further text as the CONTRACTOR). General terms and conditions are available at the agency website www.terranautika.eu. The general terms and conditions determine the obligations of the AGENCY and the CONTRACTOR of agreed programs, complaints, payments, use of services offered through the contractor or directly through the AGENCY. The CONTRACTOR is each Client or Partner agency that has received at least one service from the AGENCY. All information in the program and in this general terms and conditions are legally binding for the AGENCY and the CONTRACTOR unless they agree differently in the contract. The AGENCY provides agreed on-site services and accommodation services for the CONTRACTOR. On-site services are partly touristic services which are planned, organized and delivered by the AGENCY or by their external partners (third party) for their own properties, vehicles or employees. Accommodation services (hotels, boats, villas or apartments) are not considered as on-site services and all conditions are defined by the accommodation itself. Responsibility for the accuracy and completeness of the information provided during a booking or purchasing is borne by the CONTRACTOR himself. According to the Consumer Protection Act, minors or incompetent persons cannot purchase services from the AGENCY, that is, their legal representatives/guardians may do so. Program content The AGENCY, guarantees the realization of the agreed program according to the description provided either on the web site of the AGENCY, either directly described / delivered through the offer (presentation, budget, technical program) to the CONTRACTOR. The AGENCY guarantees in full (in the manner described) implementation of the agreed program, except in the case of circumstances beyond the control of the AGENCY (elemental disasters, tempest, war, strikes, terrorist activities, sanitary disorders, interventions of competent authorities, etc.) Confirmation of the program, deposit and final number of the participants. After receiving a receipt of written confirmation of the offer from the CONTRACTOR, the AGENCY will offer him/her an Agreement which will be considered as legally binding after the written signature of both parties or their consent by any of the following means: internet, fax, electronic mail, credit card authorization form, GIRO payment, which have a legal effect when the AGENCY receives corresponding payment within deadline they agreed upon. Upon confirmation of the offer, the CONTRACTOR is obliged to provide all the information and documents that the agency requests for the realization of a particular program. Final details of the program must be confirmed 21 days before the start of the project. All services requested after that time period will be subject to availability and market conditions for the requested change, and they will be additionally charged. Making additional changes can result in changes in quality of services. The AGENCY has to be informed about the preliminary number (+/- 5%) and all the details related to food and drinks no later than 20 days before the event. The final number of participants has to be known to the AGENCY no later than 7 days before their arrival. If the CONTRACTOR whishes fast check-in process upon the arrival at the accommodation unit (hotels, apartments, villas, ships and other accommodation units), the CONTRACTOR shall provide the AGENCY with all the information necessary for fast check-in. The data required for check-in are: ID/ passport number, country/ city of birth, date of birth, citizenship, name and surname and place of residence. The data must be delivered at least 72 hours before check-in at the accommodation. All additional services and agreements confirmed by both parties via e-mail after signing the service agreement, become a part of a legally binding agreement. An offer / program confirmation is considered valid only after the AGENCY determines that an advance payment of 10% has been paid. The CONTRACTOR fully accepts these general terms and conditions which he has carefully studied beforehand, and so these terms and conditions become a legal obligation both for the CONTRACTOR and for the AGENCY. Categorization, content and service description Offered accommodation units, restaurants, transportation and other subjects are described according to the official categorization of the local tourism board or other authorized/qualified institutions in Croatia at the time of the publication of the program. The standards of the accommodation, food, services and any other in certain places and countries vary and are not subject to comparison. The AGENCY cannot be held responsible for information received orally, by telephone, in written or in any other way by unauthorized third parties which is not in accordance with the descriptions of the services sold. The reception will allocate rooms or apartments in accommodation units. Unless the CONTRACTOR has not specifically agreed upon certain accommodation units with the AGENCY, the CONTRACTOR will accept any officially registered accommodation in that accommodation object or the destination described in the program. Check-in is not possible before 14:00 o’clock on the day of the commencement of the services, and the same has to vacate until 11:00 o’clock on the day of the completion of the program, unless it is otherwise stated. The content and price for the service / program reflects everything the AGENCY has stated in the program. Services and prices that are not agreed or included in the program or services that are not included in the program price, the CONTRACTOR will pay separately. The content of the particular programs are in general different, depending on the needs of the CONTRACTOR. In general content can contain; transportation, hotel and hospitality services, all necessary services for meetings and incentives or team building programs and program organization, airport travel charges, professional local guides fees, facultative excursions and visits, costs of obtaining and issuing visas, tickets for events and facilities, special diets, and any other services that the AGENCY can do, under the law that allows it. Rates Rates are calculated in good faith including VAT and are in accordance with the value of requested services. Rates are based on the requested number of participants at given dates. The rates are displayed in Croatian Kuna and in Euro. Rates are based on the current exchange rate and local taxes valid on the day of the calculation of the program budget. The quoted prices are subject to alternations in the case of the Law reforms made by the Government, such as an increase of VAT or other relative taxes and expenses. The AGENCY is obligated to inform the CONTRACTOR about the increase of the prices no later than 20 days before their arrival. Should the increase in the price of the paid reservation amount be more than 10%, the CONTRACTOR has the right to cancel his/her reservation and is also entitled to a refund without any additional compensation. The program/offer rates are pre-arranged and quoted and are based on contracts with partners and suppliers. Prices do not have to match prices from other sources or prices of other service providers that the CONTRACTOR may come across. Pre-agreed prices are not subject to complaints. Responsibilities of the AGENCY The AGENCY is responsible for providing the services as well as choosing service providers as a good organizer and look after the rights and interests of the CONTRACTOR according to good tourism etiquette. The AGENCY has to provide a written confirmation to the CONTRACTOR for the paid program. The AGENCY is not held responsible in case of changes or not providing services due to Force Majeure and delay in transportation for which the carrier is not responsible according to positive agreement and international conventions. In such case, the CONTRACTOR will cover all additional expenses. Responsibilities of the CONTRACTOR The Contractor is responsible for: ensuring that all participants are in possession of valid travel documents (personal ID’s). Cost of losing or stealing personal documents during the program are at the expense of the Contractor or the participant itself. The guide or representative of the AGENCY will assist under the condition that the program continues to run undisturbed. the vaccination and possession of all certificates and documents about vaccination for travelling into countries that require it according to regulations of World Health Organization. In that case, the participant has to enclose a medical certificate. The AGENCY will not be held responsible and additional cancellation expenses will be charged from the article 10 if the participant does not have all necessary documents or if the personal documents are invalid and they result in the cancellation of the travel arrangement or inability to continue the journey. respecting the customs and foreign exchange regulations of the Republic of Croatia and the countries visited during the program. respecting the house order of all objects visited during the program and cooperate with service providers in good faith. respecting the advisory and cooperating with the tour guide and/or the AGENCY representative the payment of all agreed services according to the payment plan. informing the AGENCY about all facts related to health, habits and other relevant information about participants which could endanger the program plan (if the participant is requesting a certain kind of food, is suffering from a specific health condition or chronic disease, allergies etc.) In case of not respecting of any of these obligations, the CONTRACTOR is held responsible for the damage done to the AGENCY. Force Majeure “Force Majeure” shall mean any act of God, strikes, lockouts or other labour dispute, shortage of labour or materials, earthquake, hurricane, flood, fire or other casualty, taking, civil commotion, riot, violence, insurrection, malicious mischief, sabotage, rebellion, act of public enemy, act of terrorism, epidemic, invasion, embargo, governmental pre-emption in the case of national or local emergency security or health risk, suspension of governmental operations, restrictions on travel issued by governments or other event beyond the reasonable control of the party claiming the benefit of the event, including acts of declared or undeclared war and acts of terrorism. By any reason of Force Majeure officially declared by the authorities the Agency and the Contractor are not held responsible for any eventual delays or damages occurred to this Agreement. Any delay or damage occurred to this Agreement does not mean immediate termination of this Agreement. Both contracting parties shall evaluate the situation first and agree mutually to modify or postpone the reserved services. The Agency shall together with its suppliers take all reasonable steps within their respective powers and consistent with Good Operating Practices. The AGENCY’s right to changes and cancellations According to the effective law, the AGENCY has the right to cancel the arrangement or change the programme. The AGENCY has the right to cancel the excursion no later than 72 hours before the anticipated departure if an insufficient number of participants (according to the Contract or program) register for the excursion. The AGENCY keeps the right to completely or partially digress from the contract if some unexpected event occurs before or during the delivery of the program or it was not possible to remove or avoid it. The AGENCY can cancel the contract, that is, to digress from the contract and demand the compensation of the damage from the CONTRACTOR who is breaking the regulations of the contract made with the AGENCY especially if it is proved that the CONTRACTOR gave false information about the number of participants and their age on purpose or that there was a change during the program, and the CONTRACTOR did not inform the AGENCY. The AGENCY keeps the right to change the day or the time of departure, that is, to cancel the program because of the change of flight or due to Force Majeure as well as the right to change the course of the journey if the conditions of the journey change (new timetable, political insecurity where the program is about to be held, natural disasters or other unexpected causes the AGENCY cannot have an effect on), without any special compensation and according to special regulations of passenger traffic. The AGENCY cannot be held responsible for program changes caused by any Force Majeure during the realization of the program. In that case, the AGENCY can guarantee services in a changed form, according to available opportunities of the same or higher quality. During tourist arrangements and other tourist services where the good or appropriate weather is a major factor in the realization of the program, cancellation or deviation from the contract due to bad or inappropriate weather is a valid reason to cancel the contract due to the exceptional circumstances. In that case, the CONTRACTOR has the right to a refund of the paid amount or to transfer the paid amount for an other departure time or to accept a substitute program of the same value. If the AGENCY cancels the program, the CONTRACTOR has the right to receive the full refund of paid services. If the Agency cancels the program, the CONTRACTOR does not have the right to receive the refund of visa costs necessary to enter the country they planned to visit or the cost of necessary vaccination (according to the program). The AGENCY has to immediately inform the CONTRACTOR about any additional changes. The AGENCY is not held responsible for the flight, train or other transportation delays, as well as crowds on the location site which would happen as a result of such delays. In case that the conditions on the destination itself do not allow the AGENCY to provide the accommodation for the CONTRACTOR in the agreed accommodation property, the AGENCY can accommodate the participants in the same destination but in another accommodation property of the same category. Payment conditions The payment schedule and deposits are according to the AGENCY’s itemized quotation offer. The AGENCY reserves the right to cancel or not provide any service for which deposits were not received on the due dates, or have not been fully prepaid in accordance with the payment schedule. The CONTRACTOR and the AGENCY agree on the following payment schedule: For on-site services: Upon confirmation of the project: 10 % of the total file amount is due upon confirmation; 30% of the agreed amount 60 days prior arrival, 40% of the agreed amount 30 days prior arrival of the group and the remaining 20% to be settled 20 days prior arrival of the group. Remark: special payment conditions are applicable in program announced in a period shorter than the one stated above. All additional services agreed upon during the program have to be paid before the completion of the program (via pre-authorization of the credit card or some other kind of bail) unless it has not been agreed differently via written correspondence. For accommodation services: The accommodation property payment conditions are subject as per accommodation policy. In order to realize the agreed program, the CONTRACTOR is obliged to pay the rests of the deposits within the agreed deadlines. In the event that the CONTRACTOR has not paid an advance payment of 10% for a particular service / program, the offer is considered invalid. If the CONTRACTOR has not paid the rest of the deposits within the agreed deadline, the AGENCY is not entitled to realize the agreed program. Advance payment, deposit or full amount of program can be made by internet banking, a general payment slip on the AGENCY’s account. All invoices are to be paid by wire transfer inclusive of bank charges. The program invoice is payable within stipulated payments schedule. All unpaid amounts will automatically bear 15% interest per annum, effective from the date of invoicing. The CONTRACTOR should mail a copy of the bank transfer to the AGENCY on the day of the payment. For all bank transactions you can choose the following bank accounts: Raiffeisenbank d.d., Petrinjska 59, 10 000 Zagreb, Croatia SWIFT: RZBHHR2X Or Zagrebačka bank d.d., Paromlinska 2, 10 000 Zagreb, Croatia SWIFT: ZABAHR2X. The CONTRACTOR’s right to cancellations In the event that the CONTRACTOR wishes to change or cancel a reservation, he/she must do so in writing in a timely manner. Unless otherwise agreed, in case of a total cancellation of the program all deposits paid or due to AGENCY up to the moment when cancellation has been received, will be forfeited for covering cancellation charges as required by the external partners and suppliers. Deposits which have not been paid at the agreed date are not excluded and remain due to the AGENCY. The AGENCY and the CONTRACTOR agree upon the following cancellation policy: For on-site services: If the program has been fully cancelled, the AGENCY and the CONTRACTOR agree upon the following cancellation policy: In case of cancellation of the group more than 60 days prior arrival of the group: the concept fee and the administration fees (10% of the total booked amount) as well as paid non refundable costs paid to suppliers are not refundable. In case of cancellation of the group between 60 and 30 days prior arrival of the group: 40 % of the remaining total amount is not refundable. In case of cancellation of the group between 30 and 15 days prior arrival of the group: 80 % of the remaining total amount is not refundable. In case of cancellation of the group between 15 and 8 days prior arrival of the group: 90 % of the remaining total amount is not refundable. In case of cancellation of the group less than 8 days prior arrival of the group: 100% of the total amount is not refundable. In case of Covid Lockdown: the project can be rebooked free of charge within 12 months or cancelled free of charge except of the concept fee and the administration management fees. Partial cancellation of the program or a smaller number of participants than agreed, will not induce additional charges if these changes do not affect individual service prices or are not contrary to the cancellation policy of the third parties-suppliers. For accommodation services: The cancellation of accommodation services is calculated according the policy of the property. Additional charges The CONTRACTOR and the AGENCY agree that all additional charges made during the program will be paid immediately unless it has been agreed differently previously. For all requested additional charges for the participants of the program, a signature of authorized Contractor’s representative is required while the accommodation unit will have the credit card details of the participant himself or the CONTRACTOR. The CONTRACTOR is held responsible as a co-debtor for all requests and additional charges (such as telephone calls, mini bar, laundry, pay-TV, restaurant receipts, additional hotel charges, etc.) made by participants-guests, even if the participant of the program is informed about his responsibility to cover personal expenses. If it is agreed that the AGENCY pays additional expenses made during the program, the AGENCY will charge extra 15% service charge inclusive of VAT in agreement with the CONTRACTOR’s representative. Complaints In case of any complaint the CONTRACTOR must notify the claim immediately to the AGENCY’s representative during his stay in the destination. The AGENCY will try to resolve the issue on –site and offer a solution bearing in mind their mutual satisfaction. The CONTRACTOR is entitled to cooperate with the AGENCY or his representative in good faith in order to remove the causes of the complaint. If the CONTRACTOR does not accept the offered solution (which is of a same quality and paid service) on the spot, the AGENCY will not accept any additional complaints. If the solution is not possible, these complaints must be sent to the AGENCY in written along with all supporting documents within 8 days. The AGENCY will examine the received complaint and forward it to its suppliers. The AGENCY will afterwards offer the best possible written solution within 15 days after receiving the complaint. The AGENCY can postpone the deadline for addressing the complaint for maximum of 15 days due to gathering sufficient information and checking the reliability of the complaint with the supplier. The AGENCY will deal with only those complaints that could not be resolved during the stay. Until the Agency issues a solution, the CONTRACTOR renounces disclosure of information to the media and mediation of other persons, judicial institutions, arbitration and so on. If the CONTRACTOR is not satisfied with the AGENCY’s offered solution, he/she has the right to a court arbitration. The jurisdiction of the court is in the place of the residence of the AGENCY. Refunds The value of partially or completely unused services for accommodation, food and drinks, transportation or any other service during the duration of the program will not be refunded to the CONTRACTOR unless the AGENCY has already paid for the costs incurred. Estimated refund will not be offered for bus, guide, supplier costs, and entrance tickets for performances, location and other entrance tickets for special events as well as minor costs. In case of missing or faulty technical equipment which was to be ensured by the AGENCY, the AGENCY will try to remedy the problem immediately. In case that the issue cannot be resolved, the CONTRACTOR has the right to receive the refund. In case of a complaint, the amount of money to be refunded will be determined according to the actual cost of damage done during the realization of the service. Management fee The Management fee part of the price of the program/project depends on specificities of the agreed program. This fee covers the AGENCY’s employees’ fees who work on the execution of the program from the moment of confirmation until its realization as well as the administration and logistical costs to execute the program or project in according to the complexity and demands of the program. Site Inspection After the confirmation of the program, and according to the conditions from Article 2, the AGENCY will deliver the following services for the site Inspection based on 2 persons and maximum for 2 nights: free local transfers by car, one free meal, employee salary and inspection of the visited locations, hotels and other contents mentioned in the program. Furthermore, the AGENCY will negotiate the best prices for the requested services with their external partners such as suppliers and accommodation providers, and all this with the purpose of cost reduction of the program inspection. The AGENCY reserves the right to issue the invoice for any additional costs such as personal requests of the participants, additional meals, suburban and city transport. In case that the CONTRACTOR cancels his/her project services, the AGENCY will issue an invoice for all services delivered during the program inspection. Travel Documents The CONTRACTOR is responsible for ensuring that all participants have valid travel documents. The AGENCY does not guarantee the issuing of visa. If the CONTRACTOR does not fulfil the mentioned obligations, it will be considered that the participant has given up on the journey. The CONTRACTOR and his participants are required to respect all customs and foreign exchange regulations. If the participant cannot continue the journey due to disrespecting the regulations, he will be in charge of expenses and consequences as a result of his action. If the participant loses his travel documents or if they are stolen from him during the duration of the program, he is required to cover the expenses of issuing new travel documents. The participant is responsible for ensuring that himself, his documents and baggage fulfil all conditions imposed by visa, border crossing, customs, health and other regulations in the Republic of Croatia as well as in other visited countries, to respect the house order in hospitality and hotel objects as well as to cooperate with AGENCY’s representative and service suppliers in good faith. In case of non-abiding to these obligations, the participant will be held responsible for the damage done while the AGENCY does not hold any responsibility for such damage. In such case, the participant has to compensate for the damage directly to the property owner (hotels, apartments etc.) at the reception. We suggest that every CONTRACTOR inform himself on the web-page http://www.mvp.hr and check the list of countries of high or moderate risk according to MVP of Republic of Croatia. Travel documents which are not valid, that is, visa disapproval which results in giving up on the program, does not bind the AGENCY in any regard and program cancellation conditions will be applied. Travel insurance In accordance with the Law of providing services in tourism, employees of the agency are obligated to offer a “package” of travel insurance to the CONTRACTOR which consists of: freewill health insurance during their stay abroad, insurance in case of accidents, baggage insurance and travel cancellation. The CONTRACTOR confirms that the package of travel insurance has been offered to him by signing the contract. In case that the CONTRACTOR demands these insurances, they can be contracted directly with one of the insurance companies or with the AGENCY in which case the AGENCY acts as a mediator only for Allianz insurance. Travel cancellation insurance If during the application for the program the CONTRACTOR evaluates that he could cancel the project due to certain situations, we recommend the payment of a travel cancellation insurance policy. The cancellation insurance is valid only in the following cases, and only with written confirmation: military call, sickness or death case. If the CONTRACTOR does not have a cancellation insurance contract, and he has to cancel the program and he has a confirmation for military call, sickness or death case, the AGENCY reserves the right of disbursement according to regulations in article 8 of this Contract. The cost of visa is not disbursed upon the cancellation of the arrangement event if the CONTRACTOR has the travel cancellation insurance. Paying for the travel cancellation insurance policy, the CONTRACTOR transfers all his claims to the insurance company where he bought his cancellation insurance policy related to the travel arrangement. All cancellation conditions are mentioned in the insurance policy and we recommend to every CONTRACTOR to read them personally. Insurance Policy Information: Adriatic Osiguranje d.d. Listopadska 2, 10000 Zagreb www.adriatic-osgiguranje.hr Baggage The baggage belonging to the participants has to correspond to the carriers’ conditions. The AGENCY will not be held responsible for lost or damaged baggage. Lost baggage claims are referred to the carrier or supplier. Regarding the aviation transportation, the aviation company is solely responsible for the baggage and according to regulations valid for air traffic. If the baggage was lost in a hotel, the participant refers his claim to the hotel where it was lost. We recommend to agree for a baggage insurance. Insurance in case of bankruptcy of the AGENCY In case of the bankruptcy of the AGENCY, the CONTRACTOR can contact the insurance company Allianz and inform himself of their telephone number and the address so they can contact them afterwards. This document is valid as a confirmation of the insurance of the AGENCY’s bankruptcy. The policy number of the insurance is: 0688007917. Liability insurance According to the Croatian Law of providing services in tourism, the AGENCY has the concluded liability insurance contract with the Adriatic insurance company (number: 0688007916). Protection of personal information The CONTRACTOR provides personal information on his/her own free will. Personal information is required for processing requested services. The same information shall be used for inter-communication. The AGENCY is under the obligation that the personal information of the CONTRACTOR will not be taken out of the country or given to a third party except for the purpose of carrying out requested services. Personal participants’ information will be treated as confidential and will not be given to third party without the direct and written consent of the participants. The personal information will be kept in a database in accordance with the Management’s decision on the method used for collecting, processing and securing personal information. Personal data is collected for the purpose of meeting the business and legal obligations under the Tourism Services Act. Due to the protection of data and according to the Data Protection Act, the AGENCY acts in accordance with its Policy on the collection, processing and protection of personal data. The contracting parties have the right at any time to forbid further processing of their personal data. Data is collected exclusively for a predefined program or service. The information and policy for the purpose of data collection is publicly available on the website of the agency (www.terranautika.eu) and the contact person authorized for data processing is Sabine Gouhie, sabine@terranautika.hr. The customer or service provider should be acquainted with the terms of the program for which his personal information is required and give his written permission. The Agency is taking all technical, personnel and organizational measures required to protect personal data from accidental loss, destruction, unauthorized access, unauthorized use, unauthorized disclosure and any other misuse. Therefore, the AGENCY appoints a person who is responsible for the data protection (Sabine Gouhie). The data is permanently destroyed after expiration of the legal deadlines. Final dispositions In the event of any dispute or disagreement resulting out of or in connection with the services provided by the AGENCY will be settled in a friendly manner. If an agreement between the AGENCY and the CONTRACTOR cannot be reached through negotiations the dispute will be settled at the Court of Dubrovnik, and Croatian law will be applied. Services of a tourist agency in organizing and providing services in tourism are under the authority of the Ministry of Tourism – Independent sector of tourism inspection, address: Trg Republike Hrvatske 8/1, 10000 Zagreb. TerraNautika d.o.o., za turizam, poslovanje, nautičke usluge i turistička agencija, Antuna Barca 10 , 20000 Dubrovnik, Croatia – Tel: + 385 (0) 20 438 177 – Fax: + 385 (0) 20 438 176 www.terranautika.eu – info@terranautika.hr Trg. Sud u Dubrovniku MBS 090011651 – Temeljni kapital: 100.000,00 kn uplaćen u novcu – Član uprave društva: Sabine Gouhie
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Polica Privatnosti u skladu sa General Data Protection Regulation – GDPR / Regulacija (EU) 2016/679 Europskog Parlamenta i Vijeća 1.UVOD Terranautika d.o.o. priznaje i cijeni Vaše pravo na povjerljivost podataka te se obvezuje očuvati sigurnost podataka koje putem www.terranautika.eu prikupi. Terranautika d.o.o. prikuplja, obrađuje i čuva Vaše osobne podatke sukladno EU Općoj uredbi o zaštiti podataka (GDPR) i drugim važećim propisima. Podaci neće bit proslijeđeni trećim osobama ili iznijeti u treće zemlje, osim u slučaju potrebe za realizacijom ugovorenih usluga (npr. smještaj, aviokompanija, prijevoznik, osiguranje). Smatrat ćemo da daljnje korištenje www.teranautika.eu predstavlja Vaše prihvaćanje svih u nastavku opisanih uvjeta. KORIŠTENJE OSOBNIH PODATAKA Vaši osobni podaci se prikupljaju i koriste samo na temelju podataka koje ste dobrovoljno dali Terranautici d.o.o., bilo registracijom (prilikom registracije koristit će se osobni podaci kao što su: ime i prezime, adresa, grad, e-mail, datum ili samo godina rođenja) ili korištenjem kontakt obrazac na našoj stranici www.terranautika.eu. Prikupljeni osobni podaci se čuvaju u elektroničkom obliku, te se primjenjuju sve odgovarajuće tehničke i organizacijske mjere kako bi se spriječila povreda osobnih podataka. Zaprimljene e-mailove s vašim osobnim podacima Terranautika d.o.o. će koristit samo u svrhu ispunjavanja Vaših zahtjeva. REZERVACIJA Pri rezervaciji smještaja, putovanja, sastanka i incentive programa, concierge usluga, i drugih usluga koje pruža Terranautika d.o.o., bit će potrebni osobni podaci nositelja rezervacije koji mora biti punoljetan (npr. ime, adresa, kontakt telefon i sl.) i podaci ostalih korisnika usluge (npr. ime, datum rođenja). Samo neophodni podaci za realizaciju usluge bit će dostupni isključivo partnerima u realizaciji smještaja, prijevoza, osiguranja i pratitelja putovanja, posrednika i sl.. Podaci o plaćanju (npr. broj bankovne kartice, datum isteka) posebno su štićeni i bit će dostupni samo bankama, odnosno kartičarskim kućama radi autorizacije plaćanja. Napominjemo da je registracija na www.terranautika.eu dozvoljena isključivo osobama starijima od 18 godina. Prilikom registracije na www.terranautika.eu korisnik samostalno bira lozinku te je sukladno tome sam odgovoran za njenu zaštitu i sprečavanje zlouporabe od strane trećih osoba. KOLAČIĆI Kolačići (engl. cookies) omogućavaju Terranautici d.o.o. prikupljanje statističkih podataka o ponašanju korisnika na www.terranautika.eu (npr. na kojim dijelovima Internet stranice se korisnici zadržavaju najduže, a gdje najkraće), koji se Internet preglednik (npr. Internet Explorer, Opera, Safari, Google Chrome, Firefox) koristi i slično. Kolačići su mali skup podataka poslan sa poslužitelja www.terranautika.eu na računalo korisnika, a služi kao anonimni identifikator. Kolačići se također koriste za lakšu navigaciju kroz Internet stranice (npr. ne morate svaki put iznova unositi podatke za registraciju). Kolačići se ne koriste s ciljem pristupa korisničkim podacima ili kako bi se pratile aktivnosti korisnika nakon napuštanja www.terranautika.eu . Terranautika d.o.o. zadržava pravo korištenja kolačića na www.terranautika.eu no svaki korisnik može zabraniti primanje kolačića uređivanjem/promjenama postavki u svom Internet pregledniku. POVEZNICE www.terranautika.eu sadrži poveznice na druge Internet stranice (npr. Facebook, Instagram, LinkedIn). Sukladno tome upozoravamo i molimo korisnike da uzmu u obzir kako Terranautika d.o.o. ne može biti odgovorna za poštivanje privatnosti na spomenutim Internet stranicama. Stoga korisnike potičemo na čitanje Izjave o privatnosti svake Internet stranice kojoj pristupaju. DIGITALNI MARKETING Kontakt informacije, kao što su ime i e-mail adresa, su neophodne u slučaju kada želite koristiti usluge primanja promotivnih materijala od strane Terranautika d.o.o.. Promotivni materijali podrazumijevaju informacije o uslugama i posebnim ponudama te novostima (engl. newsletter). Usluga se može onemogućiti u bilo kojem trenutku na način da se aktivira poveznica „Odjava“ na kraju e-maila ili slanjem zahtjeva za brisanjem sa popisa za digitalni marketing na info info@terranautika.eu. SIGURNOST Terranautika d.o.o. poduzima sve mjere sigurnosti kako bi se zaštitili podaci korisnika, tijekom unosa i prijenosa, obrade podataka, te prilikom pohrane. Pristup podacima je ograničen i imaju ga samo oni zaposlenici kojima su isti potrebni radi obavljanja poslovnih aktivnosti. Osobni podaci koji su Terranautici d.o.o. ustupljeni prilikom registracije čuvat će se za vrijeme postojanja Internet stranice odnosno za vrijeme trajanja registracije korisnika. Svi podaci koji su Terranautici d.o.o. ustupljeni prilikom registracije na Internet stranici, biti će uništeni najkasnije prilikom gašenja iste. Korisnici u bilo kojem trenutku imaju pravo zatražiti obavijest o tome koji se njihovi osobni podaci obrađuju od strane Terranautika d.o.o. odnosno da se isti izmjene ili obrišu, slanjem zahtjeva na info@terranautika.eu. OBAVIJESTI O PROMJENAMA U slučaju promjena vezanih za pravila o poštivanju privatnosti obavijest će biti objavljena na naslovnoj stranici Internet stranice s ciljem upoznavanja korisnika. OPĆI UVJETI ZA PRUŽANJE USLUGA U TURIZMU Opće Odredbe Ovi opći uvjeti sastavni su dio ugovora za pružanje terenskih usluga, koje TerraNautika d.o.o – putnička agencija, Antuna Barca 10, 20000 Dubrovnik, OIB: 08781155642, ID kod HR-AB-20-090011651 (u daljem tekstu: Organizator) sklapa s korisnikom terenske usluge – Klijentom ili Partner Agencijom (u daljem tekstu: Ugovaratelj). Opći uvjeti objavljeni su na internet stranici agencije Terranautika d.o.o. (www.terranautika.eu). Svi podaci u ugovorenom programu i u ovim općim uvjetima obvezuju Organizatora i Ugovaratelja ukoliko u Ugovoru ne uglave drugačije. Općim uvjetima utvrđuju se obveze Organizatora i Ugovaratelja ugovorenih programa, plaćanja, korištenja usluge i reklamacije usluga ponuđenih preko Ugovaratelja ili direktno preko Organizatora. Ugovaratelj je svaki Klijent ili Partner agencija koja je od Organizatora primila barem jednu uslugu. Organizator pruža dogovorene terenske usluge i usluge smještaja za Ugovaratelja. Terenske usluge su turističke usluge koje planira, organizira i izvršava Organizator ili njeni vanjski suradnici (treća strana) za svoje objekte, vozila i zaposlenike. Usluge smještaja (hoteli, brodovi, vile ili apartmani) nisu terenske usluge i njihove uvjete definira sam smještaj. Odgovornost za točnost i potpunost podataka danih prilikom rezervacije ili kupovine usluga snosi sam Ugovaratelj.Prema Zakonu o zaštiti potrošača maloljetne i poslovno nesposobne osobe ne mogu obaviti kupnju usluga od Organizatora, odnosno to mogu učiniti njihovi zakonski zastupnici. Sadržaj programa Terranautika d.o.o. odnosno Organizator programa, jamči realizaciju odabranog programa sukladno opisu bilo na mrežnim stranicama Organizatora, bilo direktno opisanog/dostavljenog programa putem ponude (prezentacija, budzet, tehnicki program) odnosno ugovora, ili putem Partner agencija ili posrednika. Organizator programa jamči u potpunosti i na opisan način provedbu dogovorenog programa, osim u slučaju okolnosti koje su izvan kontrole Organizatora (elementarne nepogode, rat, nemiri, štrajkovi, teroristička djelovanja, sanitarni poremećaji, intervencije nadležnih vlasti, isl) Potvrda programa, akontacija i konačan broj sudionika Na temelju primljene potvrde ponude Organizator će svom Ugovaratelju ponuditi Ugovor koji se smatra obvezujućim nakon što su ga potpisale ugovorne stranke ili na drugi način jasno potvrdile svoju suglasnost (internet, fax, elektronska pošta, stavljanje na raspolaganje broja kreditne kartice, uplata na žiro račun), a proizvodi pravne učinke kad Organizator do ugovorenog roka primi odgovarajuću uplatu. Potvrdom ponude Ugovaratelj je dužan pružiti sve podatke ili dokumente koje Organizator zahtjeva za realizaciju određenog Programa. Završne pojedinosti programa moraju biti potvrđene 21 dan prije dolaska projekta. Sve naknadno tražene usluge nakon tog datuma će biti podložne raspoloživosti i tržišnim uvjetima za traženu promjenu te će biti zasebno naplaćene. Odstupanje od navedenog može utjecati na kvalitetu dogovorenih usluga. Preliminarni broj sudionika i pojedinosti usluga hrane i pića (+/- 5%) mora biti dostupan Agenciji najkasnije 20 dana prije događanja, a konačni broj sudionika mora biti dostupan najkasnije 7 dana prije dolaska. Ako ugovaratelj, prilikom prijave u smještajne jedinice (hoteli, apartmani, ville i ostale smještajne jedinice) želi ubrzan proces prijave, dužan je Organizatoru dostaviti sve podatke potrebne za prijavu u smještaj. Podaci koji se odnose na prijavu su: broj osobne iskaznice/putovnice, država/grad rođenja, državljanstvo, ime i prezime, datum rođenja te mjesto prebivališta. Podaci se moraju dostaviti najmanje 72 sati prije prijave u smještajnu jedinicu. Sve dodatne usluge/dogovori koje ugovorene strane potvrde putem elektronske pošte nakon potpisivanja ugovora o uslugama, postaju dio pravno obvezujućeg ugovora. Potvrda ponude/programa smatra se važećom tek nakon što Organizator utvrdi da je uplaćena akontacija od 10%. Ugovaratelj u potpunosti prihvaća navedene uvjete poslovanja koje je prethodno pažljivo proučio te na taj način sve navedeno u ovim uvjetima postaje pravna obveza i za tražitelja usluga i za Organizatora. Kategorizacija, sadržaj i opis usluga Ponuđeni smještajni objekti, restorani, prijevozna sredstva i dr. opisani su prema službenoj kategorizaciji mjesne turističke organizacije ili drugog nadležnog tijela u vrijeme izdavanja programa. Standardi smještaja, prehrane, usluga i dr. pojedinih mjesta i zemalja su različiti i nisu usporedivi. Informacije koje Ugovaratelj dobije usmeno na prodajnom mjestu, telefonom, na drugi način ili pismeno od neovlaštene osobe, ne obvezuju Organizatora u većoj mjeri nego obavijesti navedene u programu, ovim Općim uvjetima i Ugovorom. Raspored smještaja u sobama ili apartmanima određuje recepcija u mjestu boravka. Ukoliko Ugovaratelj Agenciji nije izričito ugovorio smještaj posebnih odlika, prihvatit će bilo koji službeno registrirani smještaj za izdavanje u pojedinom objektu ili destinaciji opisanom u programu. Smještaj nije moguć prije 14 sati na dan početka korištenja usluge, a isti se mora napustiti do 11 sati na dan završetka korištenja usluge, ukoliko nije drugačije navedeno. Sadržaj i cijena usluga/programa odražava sve što je Organizator naveo u programu. Usluge i cijene koje nisu dogovorene ili uključene u program, odnosno usluge koje nisu uključene u cijenu programa, Ugovaratelj plača posebno. Sadržaji programa su uglavnom različiti, ovisno o potrebama Ugovaratelja, a u sadržaj mogu ulaziti; usluge prijevoza, hotelske i ugostiteljske usluge, sve potrebne usluge za održavanje skupa,incentive ili team building programa i organizaciju programa, putničke pristojbe zračnih luka, troškove stručnog i mjesnog vođenja, fakultativne izlete i posjete, troškove pribavljanja i izdavanja viza, ulaznice za događanja i objekte koji se posjećuju, posebna prehrana, i sve ostale usluge koje Organizator može, po zakonu koji mu dopušta, odraditi. Cijene Cijene su izražene u dobroj vjeri te uključuju PDV i u skladu su s vrijednostima traženih usluga. Cijene su izražene u Hrvatskim kunama i u Eurima Cijene su određene brojem sudionika programa, a prema datumima održavanja istog. Cijene se temelje na trenutnom tečaju i na lokalnim pristojbama koje su važeće na dan kalkulacije programa. Navedene cijene su podložne promjenama u slučaju zakonodavnih izmjena od strane države, kao što su povećanje PDV-a i drugih pristojbi i poreza. Kod povećanja cijene Organizator je dužan obavijestiti Ugovaratelja o istom najkasnije 20 dana prije dolaska. U slučaju povišenja cijena većeg od 10%, Ugovaratelj ima pravo odustati od programa bez obveze na nadoknadu štete. Cijene programa su unaprijed dogovorene i navedene te su bazirane na osnovi ugovora s partnerima i dobavljačima. Cijene ne moraju odgovarati cijenama iz drugih izvora odnosno cijenama drugih pružatelja usluga do kojih je došao tražitelj usluge. Cijene koje su unaprijed dogovorene nisu podložne reklamacijama. Obveze Agencija Agencija je dužna brinuti o provedbi usluga kao i izboru izvršitelja usluga pažnjom dobrog organizatora te brinuti o pravima i interesima Ugovaratelja suglasno dobrim običajima u turizmu. Agencija je dužna Ugovaratelju izdati odgovarajući dokument za uplaćeni program. Agencija isključuje svaku odgovornost u slučaju promjena i neizvršenja usluga prouzročenih višom silom, te zbog kašnjenja prijevoznih sredstava za koje prijevoznik ne odgovara prema pozitivnim propisima i međunarodnim konvencijama. U ovim slučajevima Ugovaratelj podmiruje sve dodatne troškove. Obveze Ugovaratelja Ugovaratelj je dužan: osigurati da njegovi sudionici posjedovanju valjane putne isprave (osobne dokumente). Troškove gubitka ili krađe osobnih dokumenata tijekom programa snosi Ugovaratelj ili sudionik. Pratitelj ili predstavnik organizatora će pomoći, ali uz uvjet da se program neometano odvija, cijepiti se i posjedovati potvrde i dokumente o cijepljenju za putovanja u zemlje za koje je ono potrebno prema propisima “Svjetske zdravstvene organizacije”. U tom slučaju sudionik prilaže liječničku potvrdu. Neposjedovanje ovih dokumenata kao i/ili neispravnost osobnih putnih dokumenata koji dovedu do odustajanja od putovanja ili nemogućnosti nastavka putovanja ne obvezuju Agenciju, te se obračunavaju otkazni troškovi iz članka 10 poštivati carinske i devizne propise Republike Hrvatske, kao i država u kojima se boravi tijekom programa, pridržavati se kućnog reda u svim posjećenim objektima te surađivati s izvršiteljima usluga u dobroj namjeri, pridržavati se naputaka i surađivati s turističkim pratiteljem i/ili predstavnikom Agencije, uplatiti sve dogovorene usluge prema planu uplate. Ugovaratelj je dužan obavijestiti Agenciju o svim činjenicama u pogledu zdravlja, navika i sl. o sudionicima, a koje bi mogle ugroziti odvijanje programa (ako iz zdravstvenih i drugih razloga traži određenu vrstu hrane, boluje od kronične bolesti, alergija i sl.). U slučaju nepoštivanja neke od ovih obveza, Ugovaratelj odgovara Agenciji za učinjenu štetu. Pravo Agencije na otkaz ili promjena programa Agencija u skladu s važećim zakonima zadržava pravo na otkaz putovanja ili promjenu programa. Agencija zadržava pravo otkazati izlet najkasnije 72 sata prije predviđenog polaska, ukoliko se na izlet ne prijavi potreban, u programu ili ugovoru naveden, broj ljudi. Agencija zadržava pravo do potpunog ili djelomičnog odstupanja od ugovora, ukoliko prije izvedbe ili tijekom izvedbe programa nastupe izvanredne okolnosti koje su bile neočekivane ili ih nije bilo moguće odstraniti ili izbjeći, za Agenciju te okolnosti znače utemeljen razlog za ne sklapanje ugovora, ukoliko bi iste postojale/nastale u trenutku sklapanja ponude. Agencija može otkazati ugovor odnosno odstupiti od ugovora te zahtijevati naknadu štete od Ugovaratelja, koji neposredno krši odredbe ugovora, koji je sklopio s Agencijom prije svega ako se utvrdi da je Ugovaratelj namjerno dao krive podatke o broju sudionika ili njihovoj starosti, odnosno da je tijekom boravka došlo do promjene, a Ugovaratelj o tome nije obavijestio Agenciju. Agencija zadržava pravo na promjenu dana ili vremena polaska odnosno na otkaz programa, zbog promjene leta aviona ili zbog nastupa više sile, te pravo na promjenu smjera putovanja, ukoliko se promijene uvjeti za putovanje (novi vozni red, neizvjestan položaj u državi, gdje je organiziran program, prirodne nepogode ili drugi nepredviđeni uzroci, na koje Agencija ne može utjecati), bez posebne odštete i po valjanim propisima putničkog prometa. Agencija ne može preuzeti odgovornost za promjene programa zbog nastupa bilo kakve više sile tijekom realizacije programa. U tim primjerima, Agencija može garantirati usluge u promijenjenom obliku, ovisno na postojeće mogućnosti jednake ili vise kvalitete. Pri turističkim aranžmanima te ostalim turističkim uslugama, gdje je lijepo odnosno prikladno vrijeme bitan uvjet za realizaciju programa, odustajanje/odstupanje od ugovora zbog slabijeg odnosno neprikladnog vremena valjan je razlog za odustajanje od ugovora zbog izvanrednih okolnosti. U tom slučaju Ugovaratelj ima pravo na povrat uplaćenog iznosa ili na prijenos uplaćenog iznosa na drugi termin polaska ili prihvatiti zamjenski program iste vrijednosti. U slučaju da Agencija otkaže program, Ugovaratelj ima pravo na cjelokupni povrat uplaćene cijene usluge. U slučaju otkaza putovanja od strane Agencije, Ugovaratelj nema pravo na povrat troškova viza potrebnih za ulazak u državu, gdje se trebalo otputovati ili troškove cijepljenja koji su bili potrebni (prema programu). O bilo kakvoj naknadnoj promjeni Agencija Ugovaratelja odmah obavještava. Agencija ne odgovara za kašnjenje aviona, brodova, vlakova ili druge prijevoze, kao i za gužve po lokalitetima, koje bi nastale kao posljedice takvog kašnjenja. U slučaju da stanje na samoj destinaciji Agenciji ne dozvoljava smještaj Ugovaratelju u naručenom objektu, Agencija može sudionike smjestiti u istoj destinaciji u drugom objektu iste kategorije. Uvjeti Plaćanja Raspored uplata i pologa se provodi u skladu s Agencijskom predmetnom ponudom koja je dio ugovorne dokumentacije. Agencija zadržava pravo da otkaže ili uskrati usluge za koje nije izvršena uplata pologa/rate prema dogovorenom datumu ili rasporedu dogovorenih uplata. Ugovaratelj i Agencija su suglasni sa sljedećim rasporedom uplata: Za terenske usluge: Akontacija 1: 10 % vrijednosti ukupnog iznosa Ugovaratelj uplaćuje po potvrdi projekta, kod potvrda. Akontacija 2: 30 % vrijednosti ukupnog iznosa Ugovaratelj uplaćuje najkasnije 60 dana prije dolaska grupe Akontacija 3: 40 %vrijednosti ukupnog iznosa Ugovaratelj uplaćuje najkasnije 30 dana prije dolaska grupe Akontacija 4: ostatak vrijednosti ukupnog iznosa Ugovaratelj uplaćuje najkasnije 20 dana prije dolaska grupe. Napomena: Posebni uvjeti plaćanja su primjenjivi u programima koji su najavljeni u kraćem periodu od gore navedenog. Sve dodatne usluge ugovorene tijekom održavanja programa moraju biti uplaćene prije završetka programa (putem pred-autorizacije kreditne kartice ili drugim oblikom jamstva) osim ako pisanim putem nije drugačije dogovoreno. Za usluge smještaja: Za ugovorene usluge smještaja vrijede uvjete plaćanja koje diktira objekt smještaja. Za realizaciju programa Ugovaratelj je dužan uplatiti ostale rate u dogovorenim rokovima. U slučaju da tražitelj usluga nije uplatio akontaciju od 30% za određenu uslugu/program, ponuda se smatra nevažećom. Ako Ugovaratelj nije uplatio ostatak rata u dogovorenom roku, Organizator nije dužan realizirati dogovoreni program. Uplatu akontacije, rate ili potpunog iznosa programa moguće je izvršiti internet bankarstvom, općom uplatnicom na račun Organizatora. Svi računi se plaćaju putem bankovnog transfera uključujući i bankovne pristojbe. Računi za program se isplaćuju prema dogovorenom rasporedu plaćanja. Svi računi koji nisu plaćeni do ugovorenog datuma, automatski će biti podložni zateznoj kamati od 15% godišnje. Kopiju potvrde bankovnog transfera/doznake potrebno je poslati Agenciji na dan kada je i sama uplata izvršena. Za sve bankovne transakcije koriste se sljedeći računi: Raiffeisenbank d.d., Petrinjska 59, 10 000 Zagreb, Croatia SWIFT: RZBHHR2X ili Zagrebačka bank d.d., Paromlinska 2, 10 000 Zagreb, Croatia SWIFT: ZABAHR2X. Uvjeti otkazivanja od strane Ugovaratelja Agencija pravovremeno mora biti obaviještena pisanim putem o svim otkazima/promjenama vezanima za program. Sve akontacije uplaćene ili isplaćene do trenutka primanja obavijesti o otkazu, zadržavaju se ukoliko nije drugačije određeno od strane vanjskih suradnika-partnera-dobavljača. Akontacije koje nisu uplaćene prema ugovorenim obvezama do dana otkaza, smatraju se dugom prema Agenciji bez obzira na navedeni otkaz. Ugovaratelj i Agencija dogovaraju slijedeće uvjete otkaza: Za terenske usluge: Ukoliko je program otkazan u cijelosti, Ugovaratelj i Agencija su suglasni sa slijedećim uvjetima otkaza: Ukoliko se program otkaže u razdoblju do 120 dana prije ugovorenog dolaska, prva akontacija umanjena za troškove Agencije i nepovratne akontacije vanjskim suradnicima-partnerima-dobavljačima prema ugovornim klauzulama u dodatku 1, se vraća Ugovaratelju. Za otkazivanje u razdoblju viće o 60 dana pprije dolaska, 10% od ukupno ugovorenog iznosa je nepovratno. Za otkazivanje u razdoblju od 60 do 30 dana, 40% od ukupno ugovorenog iznosa je nepovratno. Za otkazivanje u razdoblju od 30 do 15 dana, 80% od ukupno ugovorenog iznosa je nepovratno.Za otkazivanje u razdoblju od 15 do 8 dana: 90% od ukupno ugovorenog iznosa je nepovratno Za otkazivanje cijele grupe u razdoblju kraćem od 8 dana: 100% ukupno ugovorenog iznosa je nepovratno. U slučaju Covid: projekt se može besplatno rezervirati na novi termin unutar 12 mjeseci. Djelomično otkazivanje sadržaja programa ili manji broj sudionika od ugovorenog, neće utjecati na dodatne naknade ako se izmjenama ne utječe na pojedinačne cijene usluga ili nije u suprotnosti s pravilima otkazivanja od strane trećih osoba-dobavljača. Za hotelske usluge: Otkaz usluge smještaja se zaračunava prema određenim ugovornim uvjetima s objektom. Dodatni Troškovi Ugovaratelj i Agencija su suglasni da će svi dodatni troškovi tijekom programa biti plaćeni odmah osim ako pisanim putem nije drugačije dogovoreno. Za sve tražene dodatne usluge sudionika programa, potreban je potpis ovlaštenog predstavnika-Ugovaratelja dok će hotel imati i jamstvo kreditne kartice samog sudionika ili Ugovaratelja. Ugovaratelj je odgovoran kao sudužnik za sve zahtjeve i dodatne usluge (kao što su telefonski pozivi, mini bar, praonica rublja, računi za restorane, dodatne hotelske usluge, itd) nastale od sudionika-gostiju, čak i kada je sudionik programa upoznat s informacijom da je odgovoran za pokrivanje vlastitih troškova. Ako kroz dogovor Agencija mora platiti te dodatne troškove nestale tijekom izvedbe programa i uz dogovor s predstavnikom Ugovarateljem, Agencija ce fakturirati dodatnih 15 % Service Charge uključene usluge PDV. Rješavanje Prigovara Ugovaratelj je dužan obavijestiti Organizatora o prigovorima ili nesukladnostima odmah i na mjestu događanja. Organizator ili predstavnik će pokušati na mjestu događanja otkloniti uzrok prigovora i ponuditi rješenje na obostrano zadovoljstvo. Ugovaratelj je dužan surađivati s Organizatorom ili njegovim predstavnikom u dobroj namjeri da se otklone uzroci prigovora. Ako Ugovaratelj ne prihvati ponuđeno rješenje (koje odgovara kvaliteti i uplaćenoj usluzi) na licu mjesta, Organizator neće uvažiti dodatne reklamacije. Ako krajnje rješenje nije moguće, i uzrok prigovoru nije otklonjen, navedeni prigovori se moraju uložiti pisanim putem u roku od 8 dana. Nadalje, svaki pisani prigovor će se razmotriti te proslijediti dobavljačima na uvid, nakon čega će Organizator ponuditi najbolje pismeno rješenje u roku 15 dana po primitku prigovora. Organizator može odgoditi rok rješenja pritužbe zbog prikupljanja informacija i provjere navoda žalbe kod davaoca usluga najviše za još 15 radnih dana. Organizator će rješavati samo one pritužbe kojima se uzrok nije mogao otkloniti u mjestu boravka. Dok Organizator ne donese rješenje, Ugovaratelj se odriče davanja informacija glasilima i posredstva drugih osoba, sudskih ustanova, arbitraža i sl. Ako Ugovaratelj nije zadovoljan ponuđenim rješenjem organizatora ima pravo na sudsku arbitražu (nadležnost suda je u mjestu sjedišta organizatora). Povrat Novca Vrijednosti djelomično ili u cijelosti neiskorištenih usluga za smještaj, hranu i piće, transport ili bilo koje druge usluge za vrijeme trajanja programa, neće se vratiti Ugovaratelju osim u slučaju ako Agencija u cijelosti nije već podmirila nastale troškove. Procijenjeni povrat novca neće se ponuditi kod troškova autobusa, vodiča, dostavljača, ulaznica za umjetničke izvedbe, lokacije i ostale ulaznice za posebna događanja te slične manje troškove. U slučaju nedostataka/kvara tehničke opreme koju je Agencija bila dužna osigurati, isti će odmah nastojati ukloniti određeni problem. U slučaju nemogućnosti uklanjanja nedostataka/kvara, Ugovaratelj ima pravo na povrat novca. U slučaju prigovora, iznos povrata novca će se odrediti sukladno iznosu stvarne štete nastale unutar pružene usluge. Menadžerska Naknada Menadžerska naknada će biti uključena u cijenu programa i ovisit će o specifičnostima dogovorenog programa. Ova naknada pokriva Agencijske troškove zaposlenika posvećenih izvedbi programa od trenutka potvrde pa sve do realizacije istog. Naknada uključuje i troškove voditelja projekta za program, koji je ujedno i glavni kontakt tvrtke. Također, naknada može uključivati i potencijalne troškove tima suradnika, operativnog osoblja, stručnjaka i/ili višeg rukovodećeg kadra, ovisno o složenosti i zahtjevnosti programa. Site Inspection Nakon što je projekt potvrđen, a prema uvjetima navedenim u Članku 2, Agencija će pružiti sljedeće usluge Site-inspectiona (za 2 osobe i maksimalno 2 noćenja): besplatni lokalni transferi automobilom, jedan besplatan obrok za 2 djelatnika Agencije i razgledanje lokacija, hotela i ostalih sadržaja koji su navedeni u programu. Nadalje, Agencija će sa svojim vanjskim suradnicima kao što su dobavljači i smještaj, dogovoriti najpovoljnije cijene za tražene usluge, a sve u svrhu smanjenja troškova provjere sadržaja programa. Agencija zadržava pravo naknadne dostave računa za bilo koje dodatne troškove kao što su osobni zahtjevi sudionika, dodatni obroci, vangradski i međugradski transport. U slučaju da Ugovaratelj otkaže svoje usluge, Agencija će se izdati račun za sve usluge pružene tijekom provjere sadržaja programa. Putni dokumenti Ugovaratelj je dužan pripaziti da svi sudionici imaju važeće putne dokumente. Agencija ne jamči ishođenje vize. Ukoliko Ugovaratelj ne ispuni navedene obaveze, smatrat će se da je sudionik odustao od putovanja. Ugovaratelj i njegovi sudionici su dužni poštivati carinske i devizne propise. Ukoliko sudionik zbog nepoštivanja propisa ne može nastaviti program, sam snosi sve troškove i posljedice koje zbog toga nastanu. Ukoliko sudionik za vrijeme trajanja programa izgubi putne dokumente ili mu budu ukradeni, dužan je na vlastiti trošak osigurati nove. Sudionik je dužan brinuti se da on osobno, njegovi dokumenti i prtljaga ispune uvjete predviđene viznim, graničnim, carinskim, zdravstvenim i drugim propisima, kako RH, tako i zemlje u koju se putuje, pridržavati se kućnog reda u ugostiteljskim i hotelskim objektima te surađivati s predstavnikom agencija i davateljima usluga u dobroj namjeri. U slučaju nepoštivanja navedenih obveza, sudionik odgovara za načinjenu štetu, a Agencija otklanja svaku odgovornost za takvu štetu. U tom slučaju iznos štete sudionik podmiruje kod vlasnika objekta (hotela, apartmana i sl.) na recepciji. Preporučujemo svakom Ugovaratelju da se osobno informira na web-stranici http://www.mvp.hr i pogleda popis država visokog ili umjerenog rizika prema mišljenju MVP-a RH. Nevaljane putne isprave, odnosno neodobravanje vize koje ima za posljedicu odustajanje od programa, ni u kojem pogledu ne obavezuje Agencija te se primjenjuju uvjeti otkaza putovanja. Putno osiguranje Sukladno Zakonu o pružanju usluga u turizmu, djelatnici agencije dužni su Ugovaratelju ponuditi “paket” putnog osiguranja koji se sastoji od: dragovoljnog zdravstvenog osiguranja za vrijeme boravka u inozemstvu, osiguranje od posljedica nesretnog slučaja, osiguranje prtljage te osiguranje od otkaza putovanja. Potpisom ugovora Ugovaratelj potvrđuje da mu je ponuđen paket putnih osiguranja. U slučaju da Ugovaratelj zahtijeva navedena osiguranja, ona se mogu izravno ugovoriti kod jednog od osiguravatelja ili kod Agencije pri čemu Agencija sudjeluje samo kao posrednik. Osiguranje od rizika otkaza putovanja Ukoliko Ugovaratelj prilikom prijave za program predviđa da bi zbog određenih situacija morao otkazati projekt, preporučujemo uplatu police osiguranja od otkaza. Osiguranje od otkaza ne može se uplatiti naknadno nego samo kod prijave za putovanje. Osiguranje od otkaza vrijedi samo u slijedećim slučajevima, i to uz obaveznu pismenu potvrdu: vojni poziv, bolest, smrtni slučaj u užoj obitelji. Ukoliko Ugovaratelj nema ugovoreno osiguranje od otkaza, a mora otkazati program i ima potvrdu o vojnom pozivu, bolesti ili smrtnom slučaju, Agencija zadržava pravo isplate prema pravilima navedenim u članku 8. ovog Ugovora. Kod otkazivanja aranžmana ne isplaćuje se trošak nabavke viza i u slučaju da Ugovaratelj ima uplaćeno osiguranje od otkaza. Uplatom police osiguranja od otkaza Ugovaratelj sva svoja potraživanja prenosi na osiguravajuće društvo čiju policu osiguranja od otkaza posjeduje, a Agencija se obvezuje Ugovaratelju osigurati svu dokumentaciju potrebnu za ostvarivanje potraživanja ugovaranja prema osiguravajućem društvu, a koja se odnosi na aranžman. Svi uvjeti otkaza navedeni su u polici osiguranja te svakom Ugovaratelju preporučujemo da ih osobno pročita. Prtljaga Prtljage sudionika moraju odgovarati uvjetima prijevoznika. Organizator ne preuzima odgovornost za izgubljenu ili oštećenu prtljagu. Prijave za izgubljenu prtljagu putnik upućuje prijevozniku ili hotelu. Kod zrakoplovnog prijevoza, za prtljagu je odgovorna isključivo zrakoplovna kompanija, i to na osnovi propisa koji vrijede u zračnom prometu. U slučaju gubitka prtljage u hotelu, sudionik zahtjev upućuje hotelu u kojem je prtljaga izgubljena. Preporučujemo uplatu police za osiguranje prtljage. Osiguranje za slučaj platne nemogućnosti ili stečaja organizatora putovanja U slučaju platne nemogućnosti ili stečaja Agencija, Ugovaratelj može na najbrži način kontaktirati osiguravatelja Allianz osiguranja, te navesti adresu ili broj telefona gdje ih predstavnik osiguranja može kontaktirati. Ovaj dokument vrijedi kao potvrda o osiguranju za slučaj stečaja ili platne nemogućnosti organizatora putovanja. Broj police za osiguranje jamčevina turističkih paket aranžmana osiguranja: 1500-173671185. Osiguranje od odgovornosti Sukladno Zakonu o pružanju usluga u turizmu, Agencija ima kod osiguravajućeg društva Allianz osiguranja, sklopljen ugovor (broj 1500-173671185) o osiguranju od odgovornosti od šteta. Informacije o osiguranju: Allianz Zagreb d.d. Heinzelova 70 Zagreb osiguranje@allianz.hr Besplatni broj Allianz informacijskog centra 0800 5000 Žiro račun: 2360000-1101375001 otvoren u Zagrebačkoj banci, Trg bana Josipa Jelačića 1, Zagreb Trgovački sud u Zagrebu – MBS:080004103; OIB:23759810849 Zaštita osobnih podataka Klijent/partner agencija osobne podatke daje dobrovoljno. Osobni podaci sudionika potrebni su u procesu realizacije ugovorenih usluga i koristit će se za daljnju komunikaciju. Agencija se obvezuje da osobne podatke sudionika neće iznijeti iz zemlje osim u svrhu realizacije ugovorenih aranžmana. Osobni podaci sudionika će se tretirati kao povjerljivi i neće biti ustupljeni trećim stranama bez izravnog i pisanog dopuštenja sudionika. Osobni podaci sudionika čuvat će se u bazi podataka, sukladno Odluci Uprave društva o načinu prikupljanja, obrade i čuvanja osobnih podataka. Osobni podaci fizičkih osoba prikupljaju se u svrhu poštivanja poslovnih obveza prema Zakonu o pružanju usluga u turizmu. Zbog zaštite podataka a prema Zakonu o zaštiti podataka, Organizator postupa u skladu sa svojom Politikom o prikupljanju, obradi i zaštiti osobnih podataka. Klijenti/partner organizacije imaju pravo u svako doba odustati od dane privole i zahtijevati prestanak daljnje obrade njihovih podataka. Podaci se prikupljaju isključivo za unaprijed utvrđeni program odnosno uslugu. Informacije i Politika o svrsi prikupljanja podataka javno je dostupna na web stranici organizatora (www.terranautika.eu) te kontakt osobe ovlaštene za obradu podataka Sabine Gouhie , sabine@terranautika.hr. Klijent odnosno tražitelj usluge treba biti upoznat s uvjetima programa zbog kojih se traže njegovi osobni podatci te dati svoju pisanu privolu. Organizator koji prikuplja i obrađuje osobne podatke dužan je poduzeti sve tehničke, kadrovske, i organizacijske mjere potrebnih za zaštitu osobnih podataka od slučajnog gubitka, uništenja, nedopuštenog pristupa, nedopuštene primjene, nedopuštenog objavljivanja i svih drugih zloupotreba. Stoga organizatora imenuje osobu koja je odgovorna za zaštitu podataka odnosno imenuje Službenika za zaštitu podataka. Podaci se trajno uništavaju po isteku zakonskih rokova. Završne odredbe Ugovorne strane su suglasne da će prigovore i žalbe koje su nastale kao rezultat pružanja usluga ili su povezane s uslugama Agencije pokušati riješiti sporazumno. Ukoliko se ne postigne sporazumni dogovor između Ugovaratelja i Agencije, nadležan je sud u Dubrovniku, a primjenjuje se hrvatsko pravo. Nadležno tijelo čijem službenom nadzoru podliježe djelatnost turističke agencije u obavljanju i pružanju usluga u turizmu: Ministarstvo turizma – Samostalni sektor turističke inspekcije, Trg Republike Hrvatske 8/1, 10000 Zagreb. TerraNautika d.o.o., za turizam, poslovanje, nautičke usluge i turistička agencija, Antuna Barca 10 , 20000 Dubrovnik, Croatia – Tel: + 385 (0) 20 438 177 – Fax: + 385 (0) 20 438 176 www.terranautika.eu – info@terranautika.hr Trg. Sud u Dubrovniku MBS 090011651 – Temeljni kapital: 100.000,00 kn uplaćen u novcu – Član uprave društva: Sabine Gouhie