These General Terms and Conditions contain important information that Crocation, Tourism and Travel Agency, Široki put 126, 32000 Vukovar, OIB: 58609670268 (hereinafter: the “Agency”), is required to provide to the Traveler in accordance with the Act on the Provision of Tourism Services. These General Terms define the conditions, rights, and obligations related to travel and other services provided by the Agency. Terms used in this document that carry gendered meaning apply equally to all genders.
Travel services that the Agency combines within a package arrangement include, in particular, passenger transportation services, accommodation that is not an inseparable part of passenger transport and is not intended for residential purposes, the rental of cars or other self-propelled motor vehicles with at least four wheels capable of speeds exceeding 25 km/h, or motorcycles requiring an A-category license. Other tourism services also qualify as travel services in a package arrangement if they are not an inseparable part of the aforementioned services. When such services are used, the Agency will enter into a package travel contract with the Traveler and will fulfill all requirements applicable to package arrangements as prescribed by the Act on the Provision of Tourism Services.
A reservation of only one type of travel service does not constitute a package arrangement, nor does the combination of a single transport, accommodation, or vehicle rental service with one or more other tourism services if the additional tourism services do not make up more than 25% of the value of the combination, are not advertised as a significant feature of the combination, do not otherwise represent a significant feature of the combination, or are selected and purchased only after the performance of the transport, accommodation, or vehicle rental service has begun. In such cases, the Agency will enter into an intermediary travel contract with the Traveler, to which these General Terms apply except for those provisions explicitly stated to apply exclusively to package arrangements and which the Act defines as applicable only to package arrangements.
Before committing to any contract, the Traveler must carefully review the contents of these General Terms and the standardized pre-contractual information for package travel contracts prescribed in the corresponding annexes of the Act on the Provision of Tourism Services. The amount of information and time required to review it cannot serve as grounds for claiming that the Traveler could not properly examine it.
A Traveler is any person who intends to enter into a travel contract or who has the right to travel under such a contract. The Traveler entering into the contract undertakes to inform all persons entitled to travel under the contract of the rights and obligations arising from it and of all additional information provided by the Agency’s representatives in person or by email.
At the time of booking, the Traveler entering into the contract must provide the Agency with information and, if needed, documents for all travelers using the services that are necessary for the execution of the contract (personal documents and/or data, vaccination certificates, information on health, habits, or other limitations that may affect the performance of the package). The Agency is not responsible for consequences or costs resulting from missing or incorrect information; such responsibility lies only with the Traveler.
The Traveler entering into the contract guarantees that they are authorized by all other travelers to provide their documents, personal data, and any other necessary information to the Agency, and that they are authorized to enter into the travel contract on their behalf.
The Traveler must, in a timely manner before departure, meet all passport, visa, and health requirements of the destination country and must carry all necessary travel documents, including any required health-related confirmations, throughout the trip and present them to competent authorities upon request.
In case of lost travel documents or violations of foreign exchange, customs, or other regulations of the destination country, the Agency will provide appropriate assistance as required by applicable legislation for a Traveler in difficulty, and the Traveler must bear the costs of such assistance and any travel services needed to continue the trip as defined in the travel contract.
In accordance with the Act on the Provision of Tourism Services, the Agency assumes full responsibility for combining and selling at least two different travel services within a package arrangement, regardless of whether the package is provided under a single contract or separate contracts for individual services.
In the case of an intermediary travel contract that does not constitute a package arrangement, the Agency is not responsible for the proper performance of the services defined in the contract. If acting as an intermediary in the sale of a package arrangement, the Agency will indicate the identity of the package organizer, specifying that responsibility for service performance lies with that organizer. If the Agency intermediates in the sale of an individual travel service, the Traveler will be provided with information on the service provider and the individual price of the purchased service.
A contract is deemed binding once it is signed by both parties if delivered to the Traveler in writing, or upon the Traveler providing all necessary information and clearly confirming acceptance of the contractual terms by email, online sales interface, fax, or other remote communication method. If, after receiving contractual information, the Traveler provides credit card details for payment or makes a bank transfer to the Agency, the contract is considered concluded without any additional explicit statement.
The travel contract becomes legally effective once the Agency receives the full agreed amount by the agreed deadline, or if otherwise agreed, a partial amount with the remainder payable as specified in the contract.
These General Terms apply from December 2, 2025, and Travelers will be appropriately informed of their application before entering into a travel contract.
If a dispute cannot be resolved amicably or through alternative consumer dispute resolution mechanisms, jurisdiction and applicable law shall correspond to the courts and legal framework at the Agency’s registered seat.
The Traveler must notify the Agency without unnecessary delay, taking into account the circumstances, of any non-conformity identified during the performance of travel services included in the package. If any service is not performed in accordance with the contract, the Agency will correct the non-conformity at the Traveler’s request unless this is impossible or would involve disproportionate costs considering the extent of the non-conformity and the value of the services affected.
The Agency is not liable for damages if it proves that the non-conformity is attributable to the Traveler, a third party unrelated to the provision of services under the package, and the non-conformity was unforeseeable or unavoidable, or resulted from extraordinary and unavoidable circumstances. The Traveler’s rights to compensation or price reduction under the Act and international conventions do not affect rights under Regulation (EC) No. 261/2004, Regulation (EC) No. 1371/2007, Regulation (EC) No. 392/2009, Regulation (EU) No. 1177/2010, and Regulation (EU) No. 181/2011.
The Agency will provide appropriate assistance without unnecessary delay if the Traveler encounters difficulties, particularly in situations where extraordinary and unavoidable circumstances prevent the Traveler’s return as agreed. Such assistance includes providing information on health services, local authorities, and consular support, assisting with remote communications, and helping identify alternative travel arrangements. If the Traveler caused the difficulty intentionally or negligently, the Agency may charge a fee not exceeding actual costs incurred.
The central contact point for administrative cooperation with other EEA countries regarding insolvency protection is the Ministry of Tourism and Sports of the Republic of Croatia, Prisavlje 14, 10000 Zagreb, pisarnica@mints.hr, +385 1 6161 222.
The Traveler may submit written complaints by post to Crocation, Tourism and Travel Agency, Široki put 126, 32000 Vukovar, or by email to support@crocation.hr. The Agency will confirm receipt without delay and respond in writing within 15 days.
Pursuant to legislation on alternative consumer dispute resolution, Travelers may initiate procedures before an authorized ADR body or via the online dispute resolution platform for services purchased online. The authorized ADR body is the Mediation Centre of the Croatian Chamber of Economy, Rooseveltov trg 2, 10000 Zagreb, https://www.hgk.hr/centar-za-mirenje/o-mirenju.
Complaints related to online purchases may be submitted through the EU ODR platform, https://ec.europa.eu/consumers/odr/main/index.cfm?event=main.home2.show&lng=HR
Before the start of travel, the Traveler may transfer the contract to another person who meets all applicable conditions if the Agency is notified on a durable medium within a reasonable period before departure. Notice provided at least seven days before the start of the package is considered timely. The transferor and transferee are jointly and severally liable for the total price and all additional fees, charges, or costs resulting from the transfer. The Agency will notify the transferor of the transfer cost, which will not exceed the actual cost incurred, and will provide evidence of such charges.
Travel services included in a package are generally not suitable for persons with reduced mobility unless explicitly stated otherwise in the pre-contractual information. Upon the Traveler’s request, the Agency will provide additional details on the suitability of the travel or holiday arrangement.
Payment may be made by bank transfer to the Agency’s account in accordance with the payment instructions and deadlines provided. At the time of contracting, or no later than five business days thereafter, at least 30% of the total price must be paid unless otherwise stated in the pre-contractual information. The remaining amount must be paid no later than 30 days before departure. For contracts concluded closer to the departure date, the Agency may require full payment at contract execution.
For intermediary contracts or customized travel plans created at the Traveler’s request, the Agency will issue a EUR 300 advance invoice for planning costs before planning begins. This advance is credited toward the total mediation fee. If the Traveler chooses not to finalize the contract, the Agency retains the advance as compensation for work performed.
For group package arrangements, the Agency will indicate in the pre-contractual information the minimum number of participants required. If the minimum is not reached, the Agency may terminate the contract and will notify the Traveler no later than twenty days before departure for trips longer than six days, seven days for trips between two and six days, or 48 hours for trips shorter than two days.
General information regarding passport and visa requirements, approximate visa processing times, and destination health formalities applies only to Croatian citizens. If not expressly stated, it means no additional requirements exist for Croatian citizens beyond a valid national ID card. Travelers who are not Croatian citizens must inform the Agency before contracting in order to receive applicable entry, visa, and health information.
The Traveler may terminate the package travel contract or intermediary contract at any time before travel. The cancellation fee equals the Agency’s planned commission plus all costs incurred toward third parties that cannot be refunded due to the providers’ policies, along with any termination fees imposed on the Agency by such providers. The Agency will request refunds from providers where policies allow and transfer such refunded amounts to the Traveler. If the Agency provides the same arrangement to another customer, the cancellation fee will be reduced by the Agency’s saved costs or income obtained from reselling the arrangement, calculated no later than two business days before the deadline to return the Traveler’s payments, minus the cancellation fee.
Insolvency protection is provided by Croatia osiguranje d.d., Vatroslava Jagića 33, 10000 Zagreb, OIB: 26187994862, under policy number 381210400070. Travelers may contact the insurer directly at the listed address, via the online form on the insurer’s website, or by calling +385 72 00 1884.
The Agency has liability insurance for damages resulting from non-performance, partial performance, or improper performance related to package travel, with Croatia osiguranje d.d., under policy number 228210033583. Travelers may submit claims directly to the insurer using the same contact information.
Crocation, Tourism and Travel Agency, Široki put 126, Vukovar, OIB: 58609670268, has organized an internal service enabling Travelers to quickly contact Agency staff for assistance in case of difficulties or to report any non-conformity during the performance of the package. Unless otherwise specified in the contract, the Agency may be contacted at +385 91 575 4067 or support@crocation.hr.
If a minor travels without a parent or other authorized person under a package travel contract including accommodation, direct contact with the minor or the responsible person at the destination is made through the Agency’s assistance service described above.
All pre-contractual information provided to the Traveler forms an integral part of the package travel contract, but the Agency may modify such information before contract conclusion by clearly notifying the Traveler of all changes in a clear and easily noticeable manner. After the contract is concluded, the Agency will deliver a copy to the Traveler electronically via email or store it on the Traveler’s portable data storage device.
The Agency will send the Traveler, no later than three days before departure, information on scheduled departure times, check-in deadlines if applicable, expected times of intermediate stops and transport connections, arrival times, and instructions for collecting any required receipts, vouchers, or tickets if they cannot be sent electronically. If the Traveler does not receive this information within the required period or cannot access their email, they must notify the Agency as soon as possible so the information may be delivered by another method.
The Agency reserves the right to increase the price by up to 8% of the total agreed price in accordance with the Act on the Provision of Tourism Services. If a price increase is necessary, the Agency will notify the Traveler no later than 20 days before departure, providing justification and calculation. The Agency may also unilaterally amend other terms before travel if such changes are minor and do not affect the main characteristics of the travel services or significantly inconvenience the Traveler. The Traveler will be informed of such changes by email.
If, prior to travel, the Agency must significantly modify essential features of the travel services or cannot fulfill specific requests listed in the contract, the Agency will notify the Traveler by email, including proposed modifications, their impact on price, any substitute packages offered, deadlines for accepting or rejecting the changes, and consequences of failing to respond within the deadline.
The Agency may terminate the package travel contract before travel begins and refund all payments received, without liability for damages, if extraordinary and unavoidable circumstances prevent the performance of the contract. The Traveler will be notified by email without undue delay.
Crocation may enter into a mediation contract with the Traveler, in which case the Agency acts only as an intermediary connecting the Traveler with service providers. The Traveler independently completes reservations and payments with providers. The Agency will act diligently, provide all relevant information, and protect the Traveler’s interests but is not responsible for proper performance of services contracted with third parties. Mediation fees are paid in advance. After the service is provided, the Agency issues an invoice. The Agency retains the mediation fee if the Traveler cancels the trip as compensation for work performed.
The Agency may organize excursions, in which case all legally prescribed pre-contractual information will be provided.
The Agency may also organize congresses and business meetings and must adhere to applicable portions of these Terms in accordance with the Act on the Provision of Tourism Services.
The Agency provides travel consulting services and video consultation services, payable in advance according to the price list, and will issue an invoice after the service is completed.
The Agency is not responsible for damages caused by the Traveler’s negligence to the property of third-party service providers included in the trip.
The Agency collects and processes personal data exclusively for the purpose of contract execution, in accordance with applicable legislation (GDPR).