Terms and Conditions

GENERAL TERMS AND CONDITIONS for Package Travel Agreements of the Travel Agency REWIND d.o.o.

    1. PRELIMINARY PROVISIONS
      (1) These general terms and conditions form an integral part of the package travel agreement (hereinafter: “Agreement”) concluded between the travel organizer REWIND d.o.o., Poljana Mrtvo zvono 9, 20000 Dubrovnik, OIB: 41323168927, registered in the court register of the Commercial Court in Dubrovnik, MBS: 090043634 (hereinafter: “Agency”) and the traveler/contracting party (hereinafter: “Traveler”), and contain essential information the agency is obliged to provide to the traveler in accordance with the Law on the Provision of Tourism Services. (2) The General Terms and Conditions of package travel agreements of REWIND d.o.o. (hereinafter: “General Terms”) are published on the Agency’s website.

    2. PRE-CONTRACTUAL INFORMATION
      (1) The Offer, Travel Plan (hereinafter: “Itinerary”), and General Terms form an integral part of the Agreement and contain all pre-contractual information. (2) The Agency shall indicate in the offer the total price of the package, including taxes, fees, and other costs, an indication of the type of additional costs the traveler may have to bear and which cannot reasonably be calculated before concluding the Agreement, payment methods, the amount or percentage of the total price to be paid as an advance, the deadline for advance payment, the schedule for payment of the remaining amount, and any financial guarantees the Traveler must pay or secure, if applicable. (3) The offer will state the minimum number of people required for the package to be carried out, as well as the deadline within which the agency can terminate the Agreement before the start of the package if the minimum number is not met (deadlines cannot be shorter than 20 days before the start of the package for trips longer than six days; 7 days before for trips between two and six days; 48 hours before for trips shorter than 48 hours). (4) The offer must include general information on passport and visa requirements of the destination country, including approximate visa processing times and health formalities. (5) The itinerary will indicate destinations; periods of stay with dates; number of overnight stays if accommodation is included; means, characteristics, and categories of transport; place and time of departure and return, including stops and connections; location, main features, type and category of accommodation per destination country rules; meal plans; visits, excursions, or other services included in the package price. (6) The Agency may modify the itinerary by agreement with the Traveler and must deliver the final itinerary, containing all items previously accepted by the Traveler, no later than 30 days before the start of the package. (7) The Agency must state in the Offer whether the services are suitable for persons with reduced mobility. In general, services are not suitable for persons with reduced mobility unless otherwise stated in pre-contractual information. Upon the Traveler’s request, the Agency will provide specific suitability information, based on the Traveler’s stated needs and information. (8) The Agency shall inform the Traveler in the Offer that the Traveler has the right to terminate the Agreement at any time before the package starts by paying a termination fee, in accordance with Article 11 of the General Terms and Conditions.

    3. RESERVATIONS AND CONTRACT CONCLUSION
      (1) The Traveler may request and register a reservation via email, the Agency’s website contact form, phone, or other remote communication methods, including via an authorized intermediary agency. (2) When registering, the Traveler must provide all required information and valid documents requested by the Agency to execute the package for themselves or others included in the reservation. The Traveler guarantees the accuracy of the information and documents and is liable for any damages arising from false information. (3) A Traveler booking on behalf of others guarantees they are authorized to provide documents, personal data, and to conclude the Agreement on behalf of those persons. (4) After submitting a reservation, the Agency will issue an offer to the Traveler. (5) Payment of the advance specified in the offer within the stated deadline constitutes a confirmed reservation; failure to pay on time is considered a withdrawal from the reservation. (6) Upon payment of the advance, the Agreement is deemed concluded and the Traveler confirms they have reviewed and fully accepted the General Terms, which then become binding for both parties. (7) The Traveler confirms they are familiar with all features of the chosen package, accept the agreed itinerary, and guarantee that all persons in the booking are informed of the itinerary and terms.

    4. PRICE AND PAYMENT
      (1) The package price is defined in the offer and itinerary and is payable in the official currency of the Republic of Croatia. Payment can be made to the Agency’s foreign or domestic bank account or online via credit card. All credit card payments will be in EURO; conversion to EURO may cause minor price differences. The Agency may charge additional credit card fees. (2) For reservations made 45 days or fewer before the start of the trip, full payment is required in advance unless otherwise specified. (3) The Agency may increase the price up to 21 days before the trip if exchange rates or service costs (especially transport, fuel, accommodation fees) rise. Travelers must pay up to 8% more; if the increase exceeds 8%, the Traveler may cancel within 2 days of notification and is entitled to a full refund within 14 days. (4) Travelers may claim a price reduction if costs decrease after the Agreement is concluded and before the trip. The Agency may deduct actual administrative costs and must provide evidence upon request. (5) If the Traveler requests a major itinerary change (e.g. dates, accommodation) within 30 days before the trip, the Agency will try to accommodate it, subject to availability, and will charge a 250 EUR administrative fee.

    5. AGENCY’S OBLIGATIONS
      (1) The organizer is responsible for executing the travel services under the Agreement, whether performed by itself or others. (2) The Agency assumes all responsibilities arising from combining and selling at least two different travel services, whether sold under one or multiple agreements. (3) The Agency undertakes to deliver the services per the offer/itinerary and confirmed reservation description and category. It is not liable for minor changes such as switching to equivalent accommodation or slight itinerary time shifts. (4) The Agency will fulfill the itinerary unless extraordinary circumstances occur (e.g. war, unrest, strike, terrorism, natural disasters, transport issues, bad weather), in which case it will offer suitable alternatives. If such circumstances partially prevent execution, the Agency may modify the itinerary while maintaining its core, and the service will be considered fulfilled. (5) The Agency must promptly assist Travelers in difficulty, especially during emergencies, by providing health service contacts, local and consular support, communication aid, and alternative arrangements. If the Traveler caused the issue intentionally or by negligence, the Agency may charge reasonable actual costs for assistance.

    6. TRAVELER’S OBLIGATIONS
      (1) The Traveler must comply with all regulations regarding travel documents, visas, customs, health, and other applicable rules, ensuring their documents and luggage comply with origin, transit, and destination countries. (2) The Traveler must carry valid travel documents, visa, or other required documents throughout the trip. (3) The Traveler must inform the Agency during registration or later of any health or behavioral conditions that may impact the trip or pose a risk (e.g. dietary needs, chronic illness, allergies, disabilities). (4) If the Traveler fails to provide required or provides false information, the Agency may cancel the Agreement and claim reimbursement for all resulting costs and damages. (5) The Traveler must adhere to all rules and house regulations of the accommodation, including check-in/check-out times and use of property and facilities. (6) If the Traveler endangers safety, peace, or comfort of others or disrupts the travel program, the Agency may terminate the trip for that Traveler without refund and may seek compensation for damages caused. (7) If the Agreement is made through an intermediary agency not based in Croatia, it must state its role, publish the General Terms, and define Agency and Traveler rights and obligations in Croatian.

  • NON-CONFORMITIES

(1) The Traveler must, without undue delay and taking into account the circumstances, report to the Agency any non-conformity identified during the execution of the travel service covered by the Contract.

(2) If any of the travel services is not performed in accordance with the Contract, at the Traveler’s request, the organizer is obliged to correct such non-conformity, unless this is impossible or if remedying the non-conformity would incur disproportionate costs, taking into account the extent of the non-conformity and the value of the travel services affected by the non-conformity. If the Agency does not correct the non-conformities mentioned in the previous paragraph, the Traveler is entitled to an appropriate price reduction and compensation for damages.

(3) If the Agency does not correct the non-conformity it is obliged to correct within a reasonable period set by the Traveler, the Traveler may do so themselves and request reimbursement of the necessary costs. The Traveler is not obliged to set a reasonable period for the Agency to correct the non-conformity if the Agency has refused to correct the non-conformity or if the non-conformity must be corrected immediately.

(4) If the Contract includes passenger transport, in the case from the previous paragraph, the Agency is obliged to ensure, without undue delay, the repatriation of the Traveler by equivalent transport, at no additional cost to the Traveler, with such costs borne by the Agency.

  • IMPOSSIBILITY OF FULFILLING PART OF THE SERVICES

(1) If a significant part of the travel services cannot be provided in accordance with the Contract, the Agency is obliged, in order to continue the package arrangement, to offer the Traveler appropriate alternative package arrangements, if possible of equal or higher quality than those specified in the Contract, at no additional cost to the Traveler, including in cases where the Traveler is not provided with a return to the place of departure as agreed.

If the Agency proposes an alternative travel arrangement that results in a package arrangement of lower quality than agreed, the Agency must grant the Traveler an appropriate price reduction.

(2) The Traveler may refuse the proposed alternative travel arrangements only if they are not comparable to what was agreed in the Contract or if the granted price reduction is inappropriate.

(3) If it is not possible to provide alternative arrangements or if the Traveler refuses the proposed alternative arrangements in accordance with the previous paragraph, the Traveler is entitled, as necessary, to a price reduction and/or compensation for damages, without terminating the Contract.

(4) If the Contract includes passenger transport, in the case from the previous paragraph, the Agency is obliged to ensure, without undue delay, the repatriation of the Traveler by equivalent transport, at no additional cost to the Traveler, with such costs borne by the Agency.

  • COSTS OF NECESSARY ACCOMMODATION

(1) When, due to extraordinary circumstances that could not have been avoided, it is not possible to ensure the Traveler’s return in accordance with the Contract, the Agency is obliged to cover the costs of necessary accommodation for up to 3 nights per Traveler, if possible in accommodation of the same category as in the Contract. If European Union legislation on passenger rights, applicable to the relevant means of return transport, provides for longer periods, those periods apply.

(2) The cost limitation from the previous paragraph does not apply to persons with reduced mobility as defined in Article 2(a) of Regulation (EC) No 1107/2006 of the European Parliament and of the Council of 5 July 2006 on the rights of disabled persons and persons with reduced mobility when traveling by air, nor to any person accompanying them, to pregnant women, unaccompanied minors, and persons requiring special medical assistance, provided that the Agency is notified of their special needs at least 48 hours before the start of the package arrangement.

(3) The Agency cannot invoke extraordinary circumstances that could not have been avoided to limit its liability regarding the costs of necessary accommodation if the transport service provider cannot invoke such circumstances under European Union law.

  • PRICE REDUCTION AND RIGHT TO COMPENSATION

(1) The Traveler is entitled to an appropriate price reduction for each period during which there was a non-conformity regarding the agreed package travel arrangement.

(2) The Traveler has the right, regardless of a price reduction or termination of the Contract, to claim from the Agency appropriate compensation for any damage suffered as a result of any non-conformity.

(3) The Agency is released from liability for damages if it proves that the non-conformity can be attributed to the Traveler or that the non-conformity can be attributed to a third party not connected with the provision of services covered by the Contract and that the non-conformity was unforeseeable and unavoidable, or that the non-conformity occurred due to extraordinary circumstances that could not have been avoided.

(4) The Agency limits in advance the amount of compensation for damages not resulting from bodily injury or for damages not caused intentionally or by negligence by the Agency to an amount equal to three times the total price of the package arrangement.

(5) If the scope of compensation for damages that the travel service provider, as part of the package arrangement, is obliged to pay, or the conditions under which the provider is obliged to remedy such damage, are limited by international conventions or statutory regulations, then such limitations and exclusions also apply accordingly to the Agency, and the Agency may invoke this fact in relation to the Traveler.

(6) The Traveler’s right to claim compensation or a price reduction as prescribed by the Act on the Provision of Tourism Services and international conventions does not affect the Traveler’s rights under Regulation (EC) No 261/2004 of the European Parliament and of the Council of 11 February 2004 establishing common rules on compensation and assistance to passengers in the event of denied boarding and of cancellation or long delay of flights and repealing Regulation (EEC) No 295/91; Regulation (EC) No 1371/2007 of the European Parliament and of the Council of 23 October 2007 on rail passengers’ rights and obligations; Regulation (EC) No 392/2009 of the European Parliament and of the Council of 23 April 2009 on the liability of carriers of passengers by sea in the event of accidents; Regulation (EU) No 177/2010 of the European Parliament and of the Council of 24 November 2010 concerning the rights of passengers when traveling by sea and inland waterway and amending Regulation (EC) No 2006/2004; Regulation (EU) No 181/2011 of the European Parliament and of the Council of 16 February 2011 concerning the rights of passengers in bus and coach transport and amending Regulation (EC) No 2006/2004.

The Traveler has the right to submit a request for a price reduction and/or compensation in accordance with the Act on the Provision of Tourism Services, international conventions, and the Regulations from the previous point of these General Terms and Conditions.

Compensation or price reduction to which the Traveler is entitled under statutory regulations, international conventions, and the provisions of these General Terms and Conditions shall be offset against each other to avoid excessive compensation and/or excessive price reduction.

(7) The Traveler’s right to claim a price reduction expires after 2 years. The limitation period begins on the first day after the day on which the package arrangement should have ended.

  • TERMINATION OF THE CONTRACT

(1) The Traveler may terminate the Contract at any time before the start of the package arrangement by delivering written notice to the Agency. The Contract is considered terminated on the day the Agency receives the written notice.

(2) In the case from the previous paragraph, the Agency loses the right to the agreed price of the package arrangement but may require the Traveler to pay an appropriate termination fee.

(3) Unless otherwise specified, the amount of the termination fee is determined as follows:

For package travel arrangements:

  • If the Contract is terminated no later than 45 days before the start of the package arrangement, the fee will amount to 25% of the total agreed travel price.
  • If the Contract is terminated between 44 and 31 days before the start of the package arrangement, the fee will amount to 30% of the total agreed travel price.
  • If the Contract is terminated between 30 and 22 days before the start of the package arrangement, the fee will amount to 50% of the total agreed travel price.
  • If the Contract is terminated from the 21st day before the start of the package arrangement up to the day of the start of the package arrangement, the fee will amount to 100% of the total agreed travel price.

(4) Notwithstanding the previous paragraphs, the Traveler has the right to terminate the Contract before the start of the package arrangement without a termination fee in the event of extraordinary circumstances that could not have been avoided, which occurred at the destination or in its immediate vicinity and which significantly affect the fulfillment of the package arrangement or the transport of the Traveler to the destination. In that case, the Traveler is entitled to a full refund of all payments made for the package arrangement, but is not entitled to additional compensation.

(5) If the Traveler is prevented from departing on the trip or continuing the trip due to non-compliance with the obligations from paragraph 7 of the General Terms and Conditions, it shall be considered that the contract has been terminated and the Traveler is liable to the Agency for all resulting damages and is not entitled to a refund of the amount paid up to that point under the Package Travel Contract. If the non-conformity does not significantly affect the performance of the package arrangement and if the Agency has not corrected the non-conformity within the given period, the Traveler may terminate the Contract without paying a termination fee and, as necessary, request a price reduction and/or compensation for damages.

(6) The Agency may terminate the Contract before the start of the package arrangement and fully refund all payments received for the package arrangement to the Traveler, without an obligation to pay compensation to the Traveler, if the number of persons registered for the package arrangement is less than the minimum number of travelers specified in the Contract and if the Agency notifies the Traveler of the termination of the Contract within the period specified in the Contract, which periods are:

  • No later than 20 days before the start of the package arrangement for trips lasting more than 6 days
  • No later than 7 days before the start of the package arrangement for trips lasting between 2 and 6 days
  • No later than 48 hours before the start of the package arrangement for trips lasting less than 2 days/48 hours.

(7) The Agency may terminate the Contract before the start of the package arrangement and fully refund all payments received for the package arrangement to the Traveler, without an obligation to pay compensation to the Traveler, if the Agency is prevented from fulfilling the Contract by extraordinary circumstances that could not have been avoided and if the Traveler is notified of the termination without undue delay.

(8) In the cases from the previous two paragraphs, the Agency loses the right to the agreed price of the package arrangement and is obliged to refund all payments to the Traveler without undue delay, and no later than within 14 days from the termination of the Contract.

  1. RIGHT TO FILE A COMPLAINT
     (1) The Traveler has the right to submit a written complaint to the Agency at its business premises, by post, or by email, within 8 days from the end of the trip. The Agency is obliged to promptly confirm receipt of the complaint and respond within 15 days using one of the methods outlined herein. Each Traveler submits an individual complaint; group complaints or those submitted after the deadline will not be considered. (2) In accordance with the special law on alternative consumer dispute resolution, available mechanisms include proceedings before an authorized body for alternative resolution or via the online dispute resolution platform for services purchased online. (3) The authorized body for alternative consumer dispute resolution is the Mediation Centre at the Croatian Chamber of Economy, Roosveltov trg 2, 10000 Zagreb, https://www.hgk.hr/centar-za-mirenje/o-mirenju. (4) For services purchased online, the Traveler may submit a complaint through the online dispute resolution platform available at: https://ec.europa.eu/consumers/odr/main/index.cfm?event=main.home2.show&Ing=HR

  2. TRANSFER OF CONTRACT
    (1) Before the start of the package, the Traveler may transfer the Agreement to a person who meets all the conditions applicable to the Agreement, provided they notify the Agency on a durable medium within a reasonable time before the start. Notification sent no later than 7 days before the package starts is deemed reasonable. (2) The transferor and transferee are jointly liable to the Agency for payment of the price and any additional fees or costs arising from the transfer. The Agency will inform the transferor of the transfer costs, which shall not exceed the actual costs incurred. The Agency shall provide evidence of such costs upon request.

  3. INSURANCE
    (1) The Agency has contracted a Guarantee Insurance Policy for travel packages with EUROHERC OSIGURANJE d.d. Zagreb, OIB: 22694857747, Ulica Grada Vukovara 282, 10000 Zagreb (email: euroherc@euroherc.hr, tel: +385 (0) 20-352-700), policy no. 804410054. This covers packages and related arrangements in case of the travel organizer’s insolvency or bankruptcy. (2) The Agency has also contracted a Liability Insurance Policy with EUROHERC OSIGURANJE d.d., policy no. 804410053. This covers extra-contractual liability for damages caused to third parties and professional liability for damages resulting from non-performance, partial, or improper performance of obligations under the package travel agreement.

  4. TRAVEL INSURANCE
    (1) The Traveler acknowledges the Agency offered to arrange, through a third-party insurer, insurance against accidents and illness during the trip, baggage damage or loss, voluntary health insurance abroad, and trip cancellation insurance covering repatriation costs due to accident or illness. Information and general terms of these policies are available at www.euroherc.hr. Unless explicitly stated, these insurances are not included in the package price.

  5. PERSONAL DATA PROTECTION
     (1) The Traveler and persons covered by the Agreement voluntarily provide their personal data (hereinafter: “personal data”) to the Agency. These are necessary for executing the agreed package and will be used for further communication, contracting, and service delivery. The Agency will process, use, and store data in compliance with applicable regulations, including GDPR, and will not share them outside Croatia except with suppliers and partners involved in the package. Data will be stored per the Agency’s policy on data handling. (2) With explicit consent, the Agency may use personal data for marketing purposes (e.g., notifications, offers, promotions, newsletters). Consent may be withdrawn anytime by emailing info@rewinddubrovnik.com. (3) The Agency’s privacy policy is available at www.rewinddubrovnik.com/privacy-policy/

  6. JURISDICTION
    (1) In case of disputes not resolved amicably or through alternative consumer dispute resolution, Croatian law and the competent court at the Agency’s registered seat shall apply.

  7. FINAL PROVISIONS
    (1) These General Terms apply from April 1, 2025, and Travelers will be duly informed of their application before contract conclusion. (2) All packages contracted before this date remain subject to the General Terms in force at the time of agreement.

 

COMPANY INFO

Tvrtka: Rewind.d.o.o. Turistička agencija

MBS: 090043634
OIB: 41323168927
Nadležni sud: Trgovački sud u Dubrovniku
Sjedište/Adresa:
Poljana Mrtvo Zvono 9, 20000 Dubrovnik
Mob: +385992114126

Email: info@rewinddubrovnik.com
IBAN: HR6124070001100281983
SWIFT: OTPVHR2X
BANK: OTP Banka
BANK ADDRESS: Domovinskog rata 61
21000 Split, Hrvatska

Osnivači/Članovi društva:
Lukša Malohodžić
Oib: 58266458494
Poljana Mrtvo Zvono 9
20000 Dubrovnik.
Osobe ovlaštene za zastupanje:
Lukša Malohodžić
Oib: 58266458494
Poljana Mrtvo Zvono 9
20000 Dubrovnik
-Član uprave
-Direktor, zastupa društvo pojedinačno i samostalno

Temeljni kapital uplaćen u cijelosti : 2.660,00 €