TERMS AND CONDITIONS - Accommodation
Dik & Company acts as agent for the Owners of the holiday properties featured on this Site. We are authorized to contract rentals in the name and on behalf of Owners of properties offered (according to the Croatian VAT regulations, i.e. the Value Added Tax Act, article 10, paragraphs 3 and 4), at the prices defined for the current season.
Each property shown on our website has been inspected by DIk & Company and we guarantee the authenticity and accuracy of all descriptions and photos at the moment of their creation. We are not responsible for possible divergences in cases where Owners subsequently modified their offer, without notifying the Agency.
If you book a holiday through us, once your holiday has been confirmed, we will accept responsibility for it in accordance with this Terms and conditions. If you have any queries, please contact us before making any booking for any service. Once you have made the deposit payment for the booking, it is deemed that you have read, understood and accepted the Terms and conditions for the booking. Rentals commence from 3.00 pm on the first day of the rental (check-in) and end at 10.00 am on the day of departure (check-out), unless otherwise notified.
2. Reservations and payment
Inquires and accommodation reservations can be made via e-mail, in writing or in person at the Agency. By confirming a reservation, the Client confirms that he/she is aware of the General Terms and conditions of the travel services and fully comprehends and accepts these terms which are binding for both the Client and the Agency. The Client is obligated to provide any information required for the reservation process. A deposit is required depending on the chosen payment method. The balance payment can be paid directly to your host on your arrival day (only possible for some accommodation units) or to the Agency no later than 21 days prior to your arrival, depending on the chosen payment method, unless otherwise specified by the terms and conditions, with which the Guest was introduced while confirming the reservation. Note for credit card payment - the credit card will be charged in the amount stated in Kuna according to the selling foreign exchange rate of Splitska banka on the charge date. Differences and fluctuations between the exchange courses of Splitska banka (our bank) and the Guest's credit card company are possible. All banking expenses, as well as any other additional expenses concerning the payment procedure, are taken by the Guest.
To secure accommodation which matches your requirements in the best way, we suggest to book as early as possible, since Rovinj becomes very busy at certain times of year.
Please use the online booking form to make a booking request, providing your personal details and selecting the desired period of stay. The Agency will check the availability of the desired accommodation and inform you about the status of your inquiry within 24 hours. If the chosen accommodation is available, we will send you a confirmation e-mail with instructions for its completion and payment details. Should the chosen accommodation not be available, Dik & Company will give its best to offer an alternative accommodation with similar characteristics (which the Client doesn’t have to accept).
You may also make a booking on someone else's behalf. In this case, you take full responsibility for ensuring that any customer in your booking complies with these Terms and conditions, just as if that customer had made the booking by himself. The booking is confirmed after you have provided your credit card details or advanced payment has been made. The Agency shall send an e-mail confirmation with details about the check-in. This confirmation is also a voucher for the private accommodation.
In case of non-payment of the deposit nor providing credit card details in agreed time the Agency reserves the right to cancel the booking request.
3. Categorization and service description
The offered accommodation units are described in accordance with the official categorization of the proper authority, as well as the actual state of the unit at the time of its publication. The standards of the accommodation, food, services and the like vary depending on the destination/country and are not subject to comparison. The information provided to the Client at the point of sale does not obligate the Agency any more than the information stated on the web pages of www.dik-rovinj.com.
The property may not be occupied by more than the maximum number of persons stated in the accommodation unit description. Owners reserve the right to terminate the occupancy of the property without notice or refund in the case of a breach of this condition. The unit can be used only by guests who were confirmed during the reservation process; every change has to be announced in advance and has to be approved by the Agency in writing.
Children are also counted as persons when determining the maximum occupation of a unit.
Pets may be brought along only when expressly permitted in the offer. The pets must be kept under strict control and must not be allowed on any furniture.
Please note that holiday insurance is not included in the total cost.
4. Obligations of the Agency
The Agency's obligation is providing services as well as selecting the service provider while taking into consideration the rights and interests of travellers in accordance with the traditions of the tourism industry. The Agency will fulfil all the abovementioned obligations as described, except in circumstances beyond its control ( illness of the service provider or his/her immediate family; outstanding circumstances which cannot be foreseen nor eliminated such as natural catastrophes (earthquakes, floods, fires, droughts); wars, strike, terrorist actions and limitations issued by the government -mobilisation, country exit ban) in which the Agency will proceed as stated in Article 9.
5. Obligations of the Client
The Client is obligated to:
have valid travel documentation
respect and abide by all customs and foreign exchange regulations of the destination country
respect and abide by all customs and foreign exchange regulations as well as the laws and other regulations of the Republic of Croatia as well as other countries through which he/she passes through or resides in. In the event the Client is unable to continue the trip as a result of being in direct violation of these regulations, the Traveller is responsible for all related expenses
have confirmation and documentation for vaccination against diseases as required by certain countries
abide by house rules of the accommodation units as well as cooperate with the service providers in a well-intentioned manner
upon arriving at the destination, present the service provider with the document proving the paid service (voucher received via e-mail)
enquire whether or not he/she requires a visa for the destination country as well as neighbouring countries
If the Client does not follow these regulations, he/she will be held responsible for any expenses or damages. By confirming a reservation, the Client has agreed to compensate the service provider on the spot for any potential damages caused by his/her own negligence.
6. The Client's right to changes and cancellations
In the event the Client wishes to change or cancel a reservation made according to his/her request, he/she must do so in writing (via e-mail or fax). Changes constitute a change in the number of people or the names of the travellers, the date of the commencement and/or end date of the service and must be made no later than 30 days prior to the beginning date of the service in question. The first reservation change, provided that additional expenses can be avoided, will be performed without any extra charge. For each additional change a fee of 15 Euro per change will be charged. If a reservation change is not possible and the Client cancels the confirmed reservation, the cancellation terms stated below apply.
Change of accommodation unit and all other changes made within 30 days before the beginning of the reservation as well as during the reservation will be considered a cancellation.
For fixed confirmed reservations for private accommodation units, the date on which the written cancellation is received (during the Agency's working hours) represents the basis for the calculation of costs as follows:
for a reservation cancelled up to 30 days prior to the beginning date of the service 15% of the total amount of the reservation and a minimum of 15 Euro if the total amount of the reservation is under 50 Euro will be charged
for a reservation cancelled from 29 to 22 days prior to the beginning date of the service 30% of the total amount of the reservation will be charged
for a reservation cancelled from 21 to 15 days prior to the beginning date of the service 60% of the total amount of the reservation will be charged
for a reservation cancelled from 14 to 8 days prior to the beginning date of the service 80% of the total amount of the reservation will be charged
for a reservation cancelled from 7 to 0 days prior to the beginning date of the service 100% of the total amount of the reservation will be charged
For a private accommodation reservation cancellation, if the selected payment method was performing the balance payment to your host personally in cash, the Agency retains the received advance payment.
For every cancelled reservation the Agency charges a fee of 25 Euro for handling expenses. In the event the total amount of the reservation is under 50 Euro, the Agency charges a fee of 10 Euro for handling expenses.
In the event the Client must cancel a reservation within 7 days before the beginning date of the service, the Agency offers the Client the possibility of finding a new Client/User for the same reservation if possible (this depends on the service provider). In that case, the Agency will only charge the actual cost of the passenger change. The new reservation holder accepts all the obligations stated in these General Terms and Conditions.
In case of booking cancellation by one or more passengers, while the rest of the passengers uphold the booking, the cancellation fee for the passenger(s) that is/are cancelling is 100%, that is to say the agency retains the full amount of the reservation.
In the event the Client does not arrive to the accommodation by midnight on the beginning date of the service, without contacting the Agency or the service provider, the reservation will be cancelled and the corresponding cancellation fees will be charged according to the abovementioned terms.
Should the actual costs of the cancellation exceed the above listed fees, the Agency reserves the right to charge the actual costs.
The Agency is not obligated nor responsible for reimbursing the Client for the cost of his/her travel documents or visas relating to the reservations cancelled by the Client.
7. Travel insurance
The cost of the trip does not include the travel insurance "package": insurance against accidents and illnesses that may occur during the trip, damage or loss of luggage or voluntary health insurance. When confirming the reservation online, the Client has accepter these General Terms and Conditions by selecting a payment method and completing the reservation confirmation process. The same applies to reservations confirmed and completed via e-mail.
The Agency is not responsible for lost, damaged or stolen luggage, nor for stolen luggage or valuables kept in the accommodation unit (renting a safe if possible or buying an insurance package which would include luggage insurance is recommended). Lost or stolen luggage is to be reported to the accommodation service provider or to the relevant police station.
9. The Agency's right to changes and cancellations
The Agency reserves the right to make changes of reservations in the event of circumstances which cannot be predicted, avoided or eliminated (see Article 4). A reserved accommodation unit can only be changed with prior notification to the Client for an accommodation unit of the same category or of a higher category and at the price at which the Cleint confirmed the reservation. If the replacement accommodation is only possible in a higher-category unit where the price is 15% higher than the price of the paid reservation, the Agency reserves the right to charge the Client for the difference in agreement with the Client. In the event a replacement accommodation unit cannot be arranged, the Agency reserves the right to cancel the reservation with first notifying the Client no later than 7 days prior to the beginning of the service and guarantees a full refund of the paid amount. If the Agency cancels a reservation, the Client is not entitled to any compensation from the Agency and the Agency is only obligated to refund the amount paid to the Agency's account. If an adequate replacement unit is not available on the day of the commencement of the service, the Agency will make an effort to provide the Client with information on possible alternative arrangements which are not a part of the Agency's offer and will refund the Client with the full amount paid for the reservation.
10. Handling/filing complaints
If the quality of the services provided is below-standard, the Client can request compensation by filing a complaint in writing. Every Client is entitled to file a complaint if the paid services were not provided. Each traveller - reservation holder must file a complaint separately.
The Client is obligated to file a complaint on the day of his/her arrival at the location of the service provider (receptionist or accommodation unit owner and the like) and to inform the Agency office either by email at email@example.com or by phone at +385 52 818181. The Client is obligated to cooperate with the Agency representative as well as with the service provider in a well-intentioned manner so that the cause of the complaint can be resolved. Should the Client accept the proposed solution which corresponds with the service rendered on the spot, the Agency is not obligated to take additional complaints into consideration
If the problem is not resolved on the spot following an intervention, the Client is obligated to submit a written complaint along with supporting documents as well as any photographs to support the complaint to the agency by e-mail at firstname.lastname@example.org or to the following address Dik & Company, Pietra Ive 2C, 52210 Rovinj, Croatia, no later than 8 days following the return of the Client from his/her trip. The Agency shall only take into consideration fully documented complaints which are received within the 8-day deadline.
The Agency is obliged to make a written decision regarding the complaint within 14 days after its receipt. The decision could be postponed by another 14 days if the Agency needs to gather additional information about the complaint. During this process, i.e. up to 14 (or 28) days from submitting the complaint, the Client irrevocably waives the right of mediation by any other person, the arbitration by UHPA (Croatian Association of Travel Agencies) or other institutions, as well as providing information to the media. During the same period, the customer waives the right to raise a law suit.
The maximum amount of compensation per complaint may reach the amount of the disputed part of services, but it may not include the services already used, or the entire booking cost. The right of the Client to compensation for ideal damages is excluded by the Act on the Provision of Tourism Services.
The Agency cannot be held responsible for climate conditions, cleanliness, and the temperature of the sea, nor for other similar situations and events which can result in the dissatisfaction of travellers and are not a direct result of the accommodation unit (for example bad weather, improperly maintained beaches, crowds, lost or stolen property and the like).
If the Client has signed an Agreement for an organized trip as a "last minute reservation" (travelling at the last minute), the Client accepts all of the risks associated with that category which contains uncertain facts which the Agency cannot influence. The Client primarily agrees to the category in question due to the affordable rates/offers and as such is not entitled to any complaints against the Agency.
The services we offer are governed only by Croatian law and any disputes will fall within the exclusive jurisdiction of the Croatian courts of law.