The holiday home is not owned by Adria Luxury Rent d.o.o., Andrije Hebranga 12, 23000 Zadar, Croatia, OIB: 27401257007, (trading as Croatia Luxury Rent, hereafter referred to as “we, us, our”) but by a third party (“Homeowner”). We are the party making the holiday home available to you on behalf of the Homeowner for the Homeowner’s benefit and risk. We have an agreement with the Homeowner which gives us the right to sell the rental of the holiday home. The rental of the holiday home is always subject to these rental terms, which, together with the booking confirmation, form the rental agreement (“Agreement”). Travel agencies, third-party platforms and other booking agents cannot enter into agreements that differ from our booking conditions on the website at the time of booking. We recommend that you also consult the Help section of our website, which provides answers to a number of practical questions. We do not sell package holidays or linked travel arrangements. These booking conditions only apply to the rental of the holiday home. The tenant must acquaint themselves with any services set out in our booking conditions or through their account on our website. Any changes to the Agreement will only be valid if made in writing. If the tenant chooses to purchase any additional services or products, or if you are provided with any additional services or products, such as tickets for a water park, an amusement park or something similar, these additional services or products are the subject of a separate agreement between you as the tenant and the Homeowner or the provider of the additional service/product and are not covered by these booking conditions, which only regulate the Agreement with us.
Before arrival at the holiday home, the tenant will be given instructions on how to collect the keys to the holiday home. The lead tenant must be at least 18 years of age on the date of booking. For travel parties consisting of youth groups, the lead tenant must be of a certain age (relevant age will be stated in the house description on our website) on the date of booking see here also clause 2.3 below.
1. RENTAL PERIOD
The arrival and departure times shown in your account on our website or in the booking confirmation are valid at all times. The key can normally be collected at a time later than that stated, provided an agreement for later collection has been made in advance and the tenant pays any agreed fees. The holiday home must always be vacated by no later than 10 a.m. on the day of departure. The key will only be handed over on receipt of full payment in accordance with the booking conditions and by presenting the original booking confirmation and photo identification.
2. THE HOLIDAY HOME
2.1 Size and use of the holiday home and grounds
The square metres of the house indicated have been calculated based on external dimensions of the base. It is forbidden to pitch tents or to park caravans or similar on the grounds of the holiday home. Unless otherwise agreed with us, the holiday home may not be used for any purpose other than that of a holiday. If we or the Homeowner suspects that acts are being committed that are contrary to applicable law, our guidelines, public order or decency, we and/or the Homeowner have the right to gain access to the holiday home. Provided that the suspicion is confirmed to the best assessment of us and/or the Homeowner, we will have the right to terminate the Agreement and, without notice, to expel the person(s) in question from the holiday home with immediate effect and without any right to a refund of the rent.
2.2 Number of guests
At any one time the holiday home and its grounds may be occupied (by which is to be understood staying overnight, although daytime guests are welcome) by no more than the number of people stated on our website and in the Agreement. This number includes children of any age. If more than the maximum number of people are staying in the holiday home, or if the tenant has pitched tents or parked caravans or similar on the grounds of the holiday home, we or the Homeowner is entitled to ask the extra people to leave the holiday home without notice. If the tenant does not comply with this request within 12 hours, the Agreement is terminated, and all occupants are obliged to leave the holiday home with immediate effect without further notice and without refund.
2.3 Group composition
We primarily arrange the rental of holiday homes to families and couples. Youth groups, i.e., at least 6 persons who are predominantly under 21 years of age, although the age limit can be higher for certain houses, which will be specified in the house description on our website, must inform us at the time of booking that they are a youth group. We or the Homeowner has the right to refuse a group and to terminate the Agreement without refunding the rent if this information is not given at the time of booking. Other restrictions on group composition may apply and will be stated in the house description on our website. The tenant must comply with any restrictions or requirements stated in the house description.
2.4 Pets and allergies
Some holiday homes do not allow pets. However, neither we nor the Homeowner can guarantee that pets have not been in the holiday home on previous occasions or that the Homeowner does not have pets. Neither we nor the Homeowner accept any responsibility for any allergic or asthmatic reactions suffered by the tenant as a result of pets having been in any of the holiday homes.
Occasionally, tenants may experience unexpected noise from construction sites, neighbours, traffic, etc. Neither we nor the Homeowner can be held responsible for unexpected noise.
Internet is an extra service provided by Homeowner to you as a tenant for pleasure and not for business purposes. Access is subject to availability and network conditions. Internet access must be used in accordance with relevant laws.
Smoking is not permitted inside the holiday home. This does not mean that there has never been any smoking in the holiday home. A fee of EUR 400 will be charged for any breach of the smoking ban. If the damage caused by smoking exceeds the fee, we will be entitled to charge the actual cost of cleaning to the tenant.
If the Homeowner makes a boat available to the tenant free of charge, the tenant, as the borrower, is responsible for the use, safety and due care of the boat. Before using a boat, the tenant is obliged to acquaint themselves with all applicable laws and regulations in the area and to follow them as well as any instructions given by us or the homeowner. It is the tenant’s responsibility to ensure that everyone wears a life jacket and neither we nor the Homeowner is obliged to provide the tenant with life jackets. Children under the age of 16 must be accompanied by an adult. Neither we nor the Homeowner can be held responsible for accidents, damage or injuries related to the use of a boat.
2.9 Swimming pools, jacuzzies or similar facilities
The tenant is responsible for any use of the swimming pool, jacuzzi or similar facilities and must follow any instructions from the Homeowner or us. Excessive use of the swimming pool, jacuzzi or similar facilities is not recommended. Children under the age of 16 are not permitted in the pool area without adult supervision.
2.10 Stationary houseboats
Tenants are obliged to acquaint themselves and comply with applicable national regulations and local, individual rules which apply to the area where the houseboat is located. Failure to comply can be a criminal offence. The tenant must also comply with any specific instructions given by us or the Homeowner. Please refer to the individual houseboat descriptions on our website for more details on our mobile houseboats.
3. PRICES AND PAYMENTS
The booking is immediately binding, regardless of how the booking is made.
We will send the tenant an email with a link to their account on our website immediately after the booking has been made. The link will contain payment information, and the rental documents can be downloaded.
The rental amount will be charged by us in one or two instalments, see detailed below. Advance payments do not constitute deposits. Unless otherwise stated, all prices are in EUR (Euro) per house per week.
We are sometimes obliged to collect local taxes from tenants prior to arrival at the holiday home and prices usually include applicable taxes. If it is not possible to include taxes in the price at the time of booking, we are entitled to include local taxes due payable by the tenant in the rental amount subsequently charged to the tenant.
Unless otherwise stated on our website, the rental amount is exclusive of consumption of water, electricity, oil, gas, heating (including any firewood) and the like (see clause 7 below).
3.6 For bookings made 56 days or more before the start of the rental period, the following payment conditions apply:
a. The first instalment of 25% of the total rental amount shall be due immediately and must be received by us no later than 2 days after the booking has been made.
b. The second instalment, which amounts to the remaining 75% of the rental, shall be due and must be received by us no later than 42 days before the start of the rental period.
3.7 For bookings made later than 55 days before the start of the rental period, the following conditions apply:
The total rental amount is due immediately and must be received by us no later than 1 day after the booking has been made.
Failure to comply with the payment terms will be considered a breach of contract and we will be entitled to terminate the Agreement (without notice if no notice is possible). Termination of the Agreement shall not relieve the tenant of the obligation to pay any amounts due and the provisions regarding cancellation in clause 6 shall apply.
4. PRICE INCREASES ETC.
In the event of price increases, such as increases or the introduction of new taxes or exchange rate changes, we are entitled to increase the rental amount charged to the tenant proportionately.
In the event of price increases in consumption costs or other variable costs, we will be entitled to increase the price of the relevant costs charged to the tenant accordingly.
In the event of a change in the currency of the country where the holiday home is located, or a change in the currency used by us for invoicing, compared to the currency in which the tenant pays, the rent can be increased accordingly after the conclusion of the Agreement and before the tenant’s stay in the holiday home. These circumstances do not give the tenant the right to cancel the booking.
5. SECURITY PACKAGE
When the tenant books a holiday home through us, the booking is automatically covered by the Security Package, which includes Cancellation Protection and a No Risk Guarantee.
5.1 Cancellation Protection
Cancellation Protection applies if you can no longer use your booking, or using it has become significantly more difficult due to any of the following qualifying reasons: :
a. where the persons stated in the Agreement or their spouses, children, parents, siblings, grandparents, grandchildren, children-in-law, or parents-in-law pass away or contract an acute illness or serious injury requiring hospitalisation, bed rest prescribed by a doctor or anything of a similar character. An acute illness is a newly acquired serious illness (since the time of booking), a well-founded suspicion of a newly acquired serious illness or an unexpected deterioration in an existing illness or a chronic condition.
b. where, immediately prior to the start of the tenancy, the tenant’s private home has been substantially damaged by fire or burglary, or an illegal strike has taken place in a business owned by the tenant.
5.1.2 Cancellation Protection is subject to the following conditions:
a. The tenant must notify us in writing of the qualifying reason no later than 24 hours after the onset of the qualifying reason, and we must be notified of the cancellation no later than 12 noon on the arrival day specified in the Agreement.
b. We must receive proof of the qualifying reason, such as a doctor’s certificate, death certificate or police report, no later than 3 days (72 hours) from the time of notification. The cost of any such certificate, report or statement shall be borne by the tenant.
If the deadlines specified in clause above under letters a. and b. are not met, the Cancellation Protection will not apply.
The tenant is covered from the time of the booking until 12 noon on the day the rental period begins. There is no cover after the start of the rental period, nor is early departure included.
In the event of a successful claim, the tenant will be refunded the full rental amount less an administration fee of EUR 95.
Other costs that may be incurred in relation to a relevant event will not be reimbursed by us under the Cancellation Protection. It is recommended that the tenant contacts his or her insurance company to take out relevant insurance. Any questions regarding the Cancellation Protection should be directed to us.
Cancellation Protection cannot be invoked in the event of force majeure and/or extraordinary events or circumstances.
5.2 No Risk Guarantee
The No Risk Guarantee applies if you can no longer use your booking due to, or using it has become significantly more difficult due to any of the following qualifying reasons:
a. The tenant is affected by involuntary unemployment occurred after the booking is made; or
b. The tenant is unable to complete the holiday in the period booked due to a new job with a new employer.
5.2.2 No Risk Guarantee is subject to the following conditions:
We receive documentation of the qualifying reason at least 8 days after the event has occurred and at the latest 8 days before the start of the rental period.
If the deadlines specified above are not met, the Cancellation Protection will not apply.
5.2.3 If the No Risk Guarantee becomes effective, the tenant may choose to:
a. Transfer the Agreement to a third party at no additional cost; or
b. Cancel the booking and receive a full refund of the rental amount on payment of an EUR 95 administration fee.
The No Risk Guarantee cannot be invoked in the event of force majeure and/or extraordinary events or circumstances.
Cancellation can only be made through your account on our website or in writing and is only valid from the day it is received by us.
If a booking is cancelled due to matters that are not covered by our Security Package (see clause 5), the following fees will apply:
6.2.2 If the holiday home sleeps 14 people or less:
a. From the date of booking until 43 days before the start of the rental period: 25% of the total rental amount (with a minimum of EUR 95).
b. From 42 days before the start of the rental period: 100% of the total rental amount.
If we do not receive a cancellation via your account on our website or in writing, the full rental amount is due even if the rented holiday home is not used.
6.2.1 If the holiday home sleeps more than 14 people:
a. From the date of booking until 70 days before the start of the rental period: 25% of the total rental amount.
b. From 69 days before the start of the rental period: 100% of the total rental amount.
The cut-off time for the days referred to in clause 6.2 shall be the immediately preceding midnight.
If the tenant can find another tenant in its place for the same period and at the same price, we will accept a transfer of the booking to another tenant for a fee of EUR 95. We must be notified in writing. The fee will be waived if the matter is covered by our No Risk Guarantee.
We will, as far as possible, accept changes to bookings or rebooking up to 42 days before the start of the rental period for a fee of EUR 95.
Any change to the original booking on or after the 42nd day before the start of the rental period will be treated as a cancellation (see clause 6.2) followed by a new booking.
7.1 Consumption costs
The tenant shall pay for energy consumption during the whole rental period, even if the tenant has not used the holiday home during the whole period. For holiday homes where the energy and water consumption is not included in the rental amount (see the symbols in the house description on our website), a pre-defined amount per person on the booking will be charged, or the consumption will be charged according to use on the basis of either digital or manual meter readings done by either us, the Homeowner, or the tenant. In case the tenant is asked to read the meters, meter reading shall take place immediately after the start of and again at the end of the tenancy for all forms of consumption that will be used, whether it is water, electricity, heating, gas, or any other consumption. For holiday homes in Denmark without digital reading of meters, in the period 1 November – 31 March, the tenant’s or the Homeowner´s readings shall be used.
7.2 Preheating during cold months
In the period 1 November – 31 March, the holiday home will be preheated to approx. 15 degrees if the holiday home has been reserved no later than three days before the start of the rental period. Indoor swimming pools are heated to approx. 24°C on arrival (however, this does not apply to bookings made less than 3 days before arrival). Additional expenses (electricity, oil) for the heating of the swimming pool must be expected. Outdoor swimming pools cannot be expected to be heated and may not be used all year. For further information, see the Help section on our website.
7.3 Charging of electric vehicles
The charging of electric vehicles is only permitted if the holiday home is equipped with a charging station as charging from a normal outlet can cause overheating, damage to the electrical installations and potentially fire. For holiday homes where energy consumption is included in the rental price, the tenant is charged a fee if the tenant wishes to use the charging station (see the symbols in the house description on our website).
8. DEPOSITS AND PAYMENTS ON ACCOUNT FOR CONSUMPTION COSTS
8.1 Payment of deposit etc.
You may be charged a security deposit. The deposit serves as security for the Homeowner in case of any damage to the holiday home or the lack of or insufficient final cleaning. You may also need to pay consumption costs on account as security for the payment of consumption costs. The security deposit or the payment on account for consumption costs are collected either with the payment of the rent or in cash upon handover of the keys. If a deposit is required, the amount of the deposit depends on, amongst others, the size of the holiday home, its amenities and equipment. The amount payable on account for consumption costs and of the deposit are stated on our website.
8.2 Increased deposit
Certain groups may be charged increased deposits, including (but not limited to) youth groups (the relevant age will be stated in the house description on our website), a group of more than 6 persons (other than families and couples), groups renting the holiday home for more than 14 days or groups renting the holiday home for a purpose other than a holiday (only on our explicit prior agreement). We, the Homeowner or their representative shall be entitled to charge an increased deposit of up to EUR 475 per number of persons the holiday home can accommodate.
8.3 Settlement of deposits and consumption costs
Settlement of the payment on account for the consumption costs and the deposit shall be made no later than 4 weeks after the tenant’s departure from the holiday home. Any damage and/or lack of or insufficient final cleaning plus a management fee will be deducted before the deposit is refunded. If the value of the above total exceeds the amount of the deposit, or if the consumption costs are higher than the amounts invoiced on account, the tenant will be invoiced for the additional amount. If no deposit has been paid or if the consumption costs have not been paid in advance, we, the Homeowner or their representative will send an invoice for damages, lack of or insufficient final cleaning and consumption after the rental period, unless the payment has been settled in cash on departure.
8.4 Service fee
We may charge a service fee for our services. You will be notified if a service fee applies (and the amount) before you complete your booking.
9.1 Final cleaning
You must leave the house tidy and thoroughly cleaned and in the condition that you wish to find it. Alternatively, a final cleaning can normally be ordered from us or the Homeowner against payment of a fee. The tenant is not allowed to leave the cleaning to a third party. If the final cleaning is not carried out or is carried out inadequately, or if the holiday home is left in a disorderly state, the tenant will be charged. If the final cleaning is included in the rental price or has been ordered by the tenant, this does not exempt the tenant from doing the dishes, emptying the dishwasher and fridge, cleaning the oven and outdoor grill and tidying up in and around the holiday home before departure.
9.2 Extra mandatory cleaning
In the case of a youth group (see clause 2.3) or where the holiday home is rented for any purpose other than a holiday, we, the Homeowner or his or her representative shall be entitled to require the tenant to pay for a compulsory final cleaning and, in the case of a rental period of more than 21 days, the Homeowner or his or her representative shall be entitled to require the tenant to pay for a compulsory cleaning after 14 days and every week thereafter.
The tenant shall treat the rented premises in a responsible manner and shall return the rented premises in the same condition as they were received. The tenant shall be liable for any damage to the holiday home and/or its inventory/furniture/appliances or facilities caused by the tenant or any other person to whom the tenant has given access to the holiday home. If the tenant is liable during the rental period for minor damage, the value of which is no more than EUR 135, we will waive the claim for compensation provided that prior to leaving the holiday home the tenant completes, signs and returns the claim report available in the holiday home and provided that the tenant has not paid a deposit. If the value of the damage exceeds EUR 135, we will not waive the claim for compensation for the damage. Any damage to the holiday home and/or its inventory made during the rental period must be reported immediately to us, the Homeowner or their representative. Any claim for damage done during the rental period, whether reported by the tenant or otherwise, must be notified to the tenant within 4 weeks of the end of the rental period, unless the tenant has been negligent.
11. DEFECTS, COMPLAINTS AND REMEDY
11.1 Complaints during stay
If the tenant finds the holiday home to be insufficiently cleaned, damaged or defective at arrival, the tenant should make a complaint immediately, as the holiday home will otherwise be deemed to have been handed over to the tenant in good order and the tenant will lose the right to complain about the problem. Complaints about cleaning should be made immediately. Complaints about damage or defects should be made as soon as possible and no later than 72 hours after the start of the rental period or the discovery of the defect or damage. Complaints should be made to the Homeowner, their representative or our customer service. To contact us, please refer to our website for contact information. During the stay, complaints must be made by telephone to the hotline number that you will receive.
The tenant must endeavour to avoid aggravating any damage, defect or fault and shall mitigate any loss to us and the Homeowner as far as is reasonable. We and/or the Homeowner are entitled to remedy any defect or fault. In the event of a complaint, the tenant must give us a reasonable period of time to remedy or repair any defect or damage. Early departure from the holiday home before the end of the rental period without the prior consent of us is at the expense and risk of the tenant. We reserve the right, at our own discretion, to remedy any complaint by relocating the tenant to a another holiday home of a similar price and quality, if possible. The tenant risks not being able to terminate the Agreement and also risks losing the right to compensation or a reduction in price if the tenant makes it impossible for us to remedy or repair any damage or to offer a relocation to another holiday home.
11.3 If no solution was found during your stay
If, in the opinion of the tenant, the complaint has not been satisfactorily resolved during the rental period, the complaint should be submitted in writing to us for consideration and further investigation no later than 28 days after the end of the rental period. In accordance with Art. 6, point 1, item 3 of the Law on the provision of services in tourism NN no. 130/17 and Art. 10 paragraph 3 of the Consumer Protection Act (Official Gazette 41/14), we inform consumers that they can file a complaint about the quality of our services in writing at our company address and the receipt of the objection will be confirmed to them in writing without delay.
An objection may be lodged by mail to the following address:
Adria Luxury Rent d.o.o.,
Andrije Hebranga 12,
23000 Zadar, CROATIA
or to the e-mail address: email@example.com
The receipt of the service users complaint will be confirmed in writing without delay.
We will provide a written response to the consumer's complaint no later than 15 days from the date of receipt of the complaint.
The competent institution, under whose official supervision the activity of the travel agency Adria Luxury Rent d.o.o. is: Tourist Inspectorate, State Inspectorate, Šubićeva 29, 10 000 Zagreb
Any liability for damages is limited to direct, financial losses. Neither we nor the Homeowner can be held liable for any indirect damage (consequential damage) or any damage of a non-financial nature (non-pecuniary loss).
12. OUR ROLE AS THE INTERMEDIARY
The holiday home is not the property of us but of the Homeowner. We are the party that makes the holiday home available to you on behalf of the Homeowner for the Homeowner’s benefit and risk. If, contrary to our expectations, a booking cannot be completed due to reasons beyond our control, e.g., due to sale by court order or due to the Homeowner’s breach of contract or similar, we shall be entitled to cancel the booking, and any rent already paid by the tenant to us shall be refunded by us immediately. Alternatively, and at our discretion, wea are entitled to offer the tenant another similar holiday home in the same area and at the same price.
In the event of a dispute, the case must be brought before the court in the area where the holiday home is located and will be decided according to Croatian law as agreed between the parties.
14. EVENTS BEYOND OUR CONTROL
14.1 Force majeure
If we and/or the Homeowner are prevented or significantly hindered from fulfilling their obligations under the Agreement due to events of force majeure and/or other extraordinary events or circumstances, including but not limited to war, natural disasters, pollution disasters, drought, other extraordinary weather conditions, epidemics, pandemics, quarantine measures, the closing of borders or geographical areas, food shortages and/or rationing, traffic conditions, the interruption of currency trading, strikes or lockouts, and regardless of whether or not these events of force majeure and/or other extraordinary events or circumstances were foreseeable at the time of booking, we and/or the Homeowner shall be entitled to cancel the Agreement and neither we nor the Homeowner shall be liable for the non-performance of the Agreement. In the case of force majeure and/or other extraordinary events or circumstances, we shall be entitled to be reimbursed by the tenant for all costs incurred, a minimum of EUR 95, including booking costs, will be charged.
14.2 Other circumstances
Neither we nor the Homeowner can be held liable for changes in circumstances that are not related to the holiday home itself, just as neither we nor the Homeowner can be held liable for loss of enjoyment during the holiday stay as a result of such circumstances, including but not limited to factors such as roadworks or construction work near the holiday home, power cuts, closure of shops, facilities, etc., changes in opening hours, changes in swimming opportunities including a ban on swimming, changes in fishing rights and weather conditions including, but not limited to, floods, forest fires and drought. Neither we nor the Homeowner can be held responsible for cases of insect infestation in the holiday home or on the property, nor for theft of or damage to the tenant’s property or similar circumstances.
If any provision or part-provision of this agreement is or becomes invalid, illegal, or unenforceable, it shall be deemed deleted, but that shall not affect the validity and enforceability of the rest of this agreement.
16. FURTHER INFORMATION
The 14-day cooling-off period does not apply to these rental terms.
If the tenant enters into a special written agreement with us, which deviates in one or more respects from these rental terms, the unaffected terms of our terms of rental remain in force.
The holiday homes are subject to availability.
We are not liable for any picture or printing errors.
We have communicated all information on our website as accurately as possible. As the holiday homes are privately owned, the information provided may be subject to change. We are not responsible for such changes.
Any commercial use, including any reproduction in whole or in part, or copying of the marketing material on the website or elsewhere is prohibited according to applicable law.
Please see our Privacy Notice on our website which explains how we will process your personal information. By submitting your personal information to us, you confirm you understand our use of the information in the ways set out in our Privacy Notice, including sharing your personal information with the Homeowner for the purposes of the provision of the booking.
Where permitted, we may, but do not always, record telephone calls between us for monitoring and training purposes. In the event of a dispute between us, we reserve the right to review any recorded calls between us.
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