General Terms and Conditions for Travel Organisation
These General Terms and Conditions regulate the basis of business relationships
between ZANTIUM TRAVEL and the clients to whom ZANTIUM TRAVEL permanently or
periodically offers its services.
- PACKAGE CONTENT
- CATEGORISATION AND DESCRIPTION OF SERVICES
- PACKAGE CHANGES
- RIGHT TO CANCEL THE PACKAGE
- CANCELLATION OF TRAVEL
- TRAVELLER OBLIGATIONS
- ZANTIUM TRAVEL OBLIGATIONS
- TRAVEL INSURANCE
- TRAVELLER HEALTHCARE
- INSURANCE IN CASE OF INSOLVENCY OR BANKRUPTCY OF THE TRAVEL ORGANISER
- LIABILITY INSURANCE
- RESOLUTION OF COMPLAINTS
- PROTECTION OF PERSONAL DATA
- GENERAL TERMS AND CONDITIONS
It is possible for you to make a booking as long as there are vacancies on a certain trip.
When registering, you shall fill in the application document (application form, or
contract), which contains basic traveller data and basic information about the package.
When making a booking, the traveller shall provide all information and documents
required for a particular package. If the traveller does not provide accurate data, he is
responsible for all costs or consequences arising from providing inaccurate information.
Additionally, any changes to the traveller’s name or date of travel shall be paid by the
traveller according to the valid price lists of services and company rules. Making the
advance payment and signing the application document concludes the contract between
the traveller and ZANTIUM TRAVEL, the provisions of which are binding on the
contracting parties from that moment. All the information included in the package for
which the application document was made and signed represent a legal obligation and an integral part of the concluded contract for ZANTIUM TRAVEL and the traveller. The contract is signed in two copies, one of which is kept by the traveller and the other by
2. PACKAGE CONTENT
The price of the package, as a rule, includes (unless otherwise stated in the package):
transport services, hotel and catering services and travel organisation. If specifically
stated in the package, the price of the package may include other services (e.g., foreign
airport travel fees, costs of professional and local guidance, optional excursions, tickets
for the facilities visited). Special services required by the traveller (special meals, special
accommodation, etc.) are not included in the price of the package and the traveller shall
request them when making a booking. The application document obliges ZANTIUM
TRAVEL to perform all services specified in the package, in the scope and content
specified in the package, except in exceptional circumstances—force majeure. ZANTIUM
TRAVEL shall undertake the performance of special services that the traveller requests
depending on the possibility of their performance; these services shall be binding only if
ZANTIUM TRAVEL expressly undertakes to perform them in the contract.
The traveller, therefore, has all the rights resulting from the provisions of the Act on the
Provision of Tourism Services relating to the package travel. The ZANTIUM TRAVEL
tourist agency is fully responsible for the proper performance of the package as a whole.
The ZANTIUM TRAVEL tourist agency has the proscribed security in place to refund the
traveller’s payments and, in case the transport is included in the package, ensure the
traveller’s repatriation in the event that it becomes/they become insolvent.
For more information on the most important rights related to the package travel
contract, please visit https://mint.gov.hr/UserDocsImages/AA_2018_cdokumenti/180130_NN130_act_TourismServices.pdf
By clicking on the link, the traveller will receive the following information:
Key rights under the Act on the Provision of Tourism Services:
- Travellers shall receive all essential information about the package before concluding
the package travel contract.
- There shall always be at least one trader who is liable for the proper performance of all
the travel services included in the contract.
- Travellers shall be given an emergency telephone number or details of a contact point
where they can get in touch with the organiser or the tourist agency.
- Travellers may transfer the package to another person, on reasonable notice and
possibly subject to additional costs.
- The price of the package may only be increased if specific costs increase (for instance,
fuel prices) and if expressly provided for in the contract, and in any event not later than
20 days before the start of the package. If the price increase exceeds 8% of the price of
the package, the traveller may terminate the contract. If the organiser reserves the right
to a price increase, the traveller shall have the right to a price reduction if there is a
decrease in the relevant costs.
- Travellers may terminate the contract without paying any termination fee and get a full
refund of any payments if any of the essential elements of the package, other than the
price, are changed significantly. If the trader responsible for the package cancels the
package before the start of the package, travellers shall be entitled to a refund and
compensation where appropriate.
- Travellers may terminate the contract without paying any termination fee before the
start of the package in the event of extraordinary circumstances, for instance, if there are
serious security problems at the destination which are likely to affect the package.
- Additionally, travellers may at any time before the start of the package terminate the
contract in return for an appropriate and justifiable termination fee.
- If, after the start of the package, significant elements of the package cannot be provided
as agreed, suitable alternative packages will have to be offered to the traveller at no extra
cost. Travellers may terminate the contract without paying any termination fee, where
services are not performed in accordance with the contract, and this substantially affects
the performance of the package and the organiser fails to remedy the problem.
- Travellers shall also be entitled to a price reduction and/or compensation for damage
where the travel services are not performed or are improperly performed.
- The organiser has to provide assistance if the traveller is in difficulty.
- If the organiser or, in some Member States, the trader becomes insolvent, payments
will be refunded. If the organiser or where applicable, the trader becomes insolvent after
the start of the package and if transport is included in the package, repatriation of the
travellers is ensured. The organiser/trader ZANTIUM TRAVEL has taken out insolvency
security with Croatia osiguranje d.d., Vatroslava Jagića 33. Travellers may contact this
entity or, where applicable, the competent authority (Court of Honour and Mediation
Centre at the Croatian Chamber of Economy, Zagreb, Rooseveltov trg 2, 01/4561-
555, [email protected]) if services are denied due to the insolvency of the tourist agency.
Please find the links to the Directive (EU) 2015/2302 and the Act on the Provision of
Tourism Services: https://eur-lex.europa.eu/legalcontent/EN/TXT/PDF/?uri=CELEX:32015L2302&from=HR
Standard information form in the case of linked travel arrangements within the meaning
of Article 7, item 5, subitem a) of the Act on the Provision of Tourism Services where the
contracts are concluded in the simultaneous physical presence of the trader (other than
a carrier selling the return ticket) and the traveller. If, after selecting and paying for one
travel service, the traveller books additional travel services for his trip or holiday via our
tourist agency ZANTIUM TRAVEL, he shall NOT benefit from rights applying to packages
under the Act on the Provision of Tourism Services.
Therefore, the ZANTIUM TRAVEL tourist agency shall not be responsible for the proper
performance of individual travel services. In case of problems please contact the relevant
However, if the traveller books any additional travel services during the same visit to or
contact with our ZANTIUM TRAVEL tourist agency, the travel services shall become part
of a linked travel arrangement. In this case, the ZANTIUM TRAVEL tourist agency has, as
required by the Act on the Provision of Tourism services, security in place to refund the
traveller’s payments to the ZANTIUM TRAVEL tourist agency for services not performed
due to the insolvency of the ZANTIUM TRAVEL tourist agency and, where applicable, for
the repatriation of the traveller. Please note that this does not provide a refund in the
event of the insolvency of the relevant service provider.
Tourist agency ZANTIUM TRAVEL has contracted insolvency security with Croatia
osiguranje d.d., Vatroslava Jagića 33.
Travellers may contact this entity or, where applicable, the competent authority (Court
of Honour and Mediation Centre at the Croatian Chamber of Economy, Zagreb,
Rooseveltov trg 2, 01/4561-555, [email protected]
) if services are denied due to the insolvency
of the ZANTIUM TRAVEL tourist agency.
Note: This insolvency security does not cover contracts with parties other than the
ZANTIUM TRAVEL tourist agency, which can be performed despite the insolvency of the
ZANTIUM TRAVEL tourist agency.
Please find the links to the Directive (EU) 2015/2302 and the Act on the Provision of
Tourism Services: https://eur-lex.europa.eu/legalcontent/EN/TXT/PDF/?uri=CELEX:32015L2302&from=HR
The prices of packages shall be expressed in kuna (HRK). When signing the application
document, the traveller shall pay 100% of the price of the package, thus confirming the
reservation. The specified method of payment will be applied in all cases unless the
package (the contents of which will be known to the traveller before signing the
application document) specifies a different payment.
The calculations were made based on services and currency ratios on the day specified
in the programme. ZANTIUM TRAVEL reserves the right to change prices in the event of
a change in service prices, or a change in the BSR exchange rate by more than 3% relative
to the exchange rate on the day specified in the programme. If the price increase exceeds
8 % of the contracted price, the traveller may terminate the contract, without the
obligation to compensate the damage, and get a full refund of any payments made to
ZANTIUM TRAVEL. The prices of the packages are published in kuna and are calculated
according to the prices of services in reference currencies at the selling rate of ZANTIUM
TRAVEL’s commercial bank on a certain day. ZANTIUM TRAVEL may request an increase
in the contracted price if the exchange rate of the contracted currency changes by more
than 3% after the conclusion of the contract. ZANTIUM TRAVEL reserves the right to
increase the contracted price of the package if there is an increase in the calculation
elements of the package, i.e., an increase in transportation costs, including fuel and tolls,
accommodation, meals, etc. or an increase in fees for certain services (airports and other
ports, etc.), which affect the cost of travel after the contract has been concluded. In that
case, the price of the package shall be increased in proportion to the increase in the price
of the calculation elements based on which the price was formed, i.e., the price of the
package shall be increased in proportion to the price of each service (calculation element)
and its share in forming the total price of the package. If the increase in the total price
exceeds 8%, the Travel Contractor may terminate the Contract and get a full refund of
any payments without having to compensate ZANTIUM TRAVEL, if he notifies ZANTIUM
TRAVEL in writing within three (3) working days from receiving written notification of a
price increase exceeding 8%. If the Travel Contractor fails to cancel the trip within the
specified period, it shall be assumed that he has agreed to the change or increase in the
price. The contracted price may not be increased later than 20 days prior to the beginning
of the trip. ZANTIUM TRAVEL is not responsible for typographical and other errors in
the offer concerning the information on prices, content, and description of the package.
In case of obvious typographical and other errors, the valid information shall be the
information on prices, content and description of the package subsequently indicated as
correct by ZANTIUM TRAVEL.
5. CATEGORISATION AND DESCRIPTION OF SERVICES
Hotels and other facilities in the package are marked with a category according to the
customs of each country or region. If the traveller has not requested a room with some
special features (conveniences, certain floor, etc.), he shall accept any officially registered
room for rent in the indicated facility. ZANTIUM TRAVEL assumes no responsibility for
any oral or written complaint that is not in accordance with the description of services
in the contracted package.
6. PACKAGE CHANGES
ZANTIUM TRAVEL reserves the right to change the package in case of extraordinary
circumstances that could not have been foreseen or remedied (see point 2). In this case,
ZANTIUM TRAVEL will try to perform the contracted services in accordance with the
possibilities in each situation. Contracted accommodation may be replaced only by
facilities of the equivalent or higher category in the same place at the expense of
ZANTIUM TRAVEL. ZANTIUM TRAVEL reserves the right to change the date or hour of
travel due to changes in schedule or due to unforeseen circumstances, as well as the right
to change the direction of travel if the travel conditions change (change of schedule, the
safety situation in a particular country, natural disasters, or other situations beyond the
influence of ZANTIUM TRAVEL), without damage compensation and according to
applicable regulations in international traffic. If the package is substantially changed with
no justified reason, ZANTIUM TRAVEL shall refund the traveller’s payments, provided
that the traveller cancels the trip prior to its beginning. If the package changes
significantly during realisation, the traveller bears the costs of the realised services until
the moment of cancellation.
7. RIGHT TO CANCEL THE PACKAGE
ZANTIUM TRAVEL has the right to cancel the package fully or partially before or during
the realisation of the package in case of extraordinary circumstances that could not have
been avoided or remedied, and would, had they occurred at the time of publication or
sale, entail a justifiable reason not to publish or sell the package. ZANTIUM TRAVEL may
cancel a package even when the minimum number of travellers explicitly provided for a
particular type of package has not been met. In case of a complete cancellation of the
package before the beginning of the trip, ZANTIUM TRAVEL shall not be obliged to
compensate any damages, but only return the received amount of compensation to the
traveller. If the package is cancelled during the realisation due to the stated reasons,
ZANTIUM TRAVEL shall be obliged to reimburse the amount pertaining to the unrealised
part of the package.
8. CANCELLATION OF TRAVEL
If an individual cancels a trip, ZANTIUM TRAVEL shall apply the following calculation of
cancellation costs, unless otherwise stated in the travel programme:
- Up to 45 days before the trip, ZANTIUM TRAVEL shall retain the paid deposit as
- From 44 days before the trip, ZANTIUM TRAVEL shall retain 100% of the
contracted and charged amount as cancellation fee.
When the costs are efficiently incurred or the share in the fixed costs of the group is
higher than in the above calculation, ZANTIUM TRAVEL reserves the right to collect the
efficiently incurred costs. The stated cancellation costs shall also apply to a change in the
departure date or accommodation facility, as well as to all other significant changes. In
case of cancellation of the package, the costs for obtaining the visa/s or travel documents
shall not be refunded. If the customer cancels the tour or shortens the travel due to bad
weather conditions, ZANTIUM TRAVEL shall apply the above-mentioned calculation and
shall not accept subsequent complaints. ZANTIUM TRAVEL shall, in its promotional
material, programme or general conditions, determine the method of calculating the fee
that the traveller is obliged to pay in case of termination of a contract. By signing the
contract, the traveller confirms that he is familiar with this information. Special travel
conditions shall apply when arranging foreign language courses, charter travels,
incentive travels, trips to congresses, fairs, and other specific programmes, as well as
programmes that take place during Christmas, New Year, Easter, and other holidays, and
in case the traveller, i.e., the commissioning party, cancels the trip, ZANTIUM TRAVEL
reserves the right to charge 100% of the paid amount, with the amount possibly entailing
the full price of the package. By signing the travel contract, the traveller waives all claims
based on discount interest due to the advance payment. In case of cancellation of air
travel or purchased airfare, the conditions of the refund are defined by the conditions
and rules of the airline.
9. TRAVELLER OBLIGATIONS
The traveller shall make sure his personal documents are in line with the conditions
provided by the border, customs, health and other regulations of the Republic of Croatia,
and the countries to which he travels. The traveller shall also obtain all necessary visas,
documents and certificates provided for a particular trip. If a particular package contains
special rules that include mandatory vaccinations and particular documents, the traveller
shall procure the necessary vaccinations and documents before the beginning of the trip.
The traveller applying for a trip abroad must have valid travel documents. The traveller
is obliged to provide ZANTIUM TRAVEL with all the data and documents necessary for
acquiring a visa for the country to which he is travelling upon registration or until the expiration of the deadline specified in the programme. ZANTIUM TRAVEL does not
guarantee successful visa acquisition. If the traveller does not fulfil the stated obligations
or his visa application is denied, it shall be assumed that the traveller has withdrawn from
10. ZANTIUM TRAVEL OBLIGATIONS
ZANTIUM TRAVEL shall ensure the performance of services and select service providers
with the scrutiny of an informed economist, and always take care of the rights and
interests of travellers in line with good practices in tourism. ZANTIUM TRAVEL shall
provide the traveller with all the services listed in the package and shall be liable for
failure to perform fully or partially said services, with exception of failure because of
force majeure. ZANTIUM TRAVEL shall compensate the traveller for the damages in case
of failure to fulfil the obligations from the package, but such damages shall not amount
to more than the price of the contracted package. ZANTIUM TRAVEL shall not be liable
for any delays caused to the traveller by a carrier that is not liable under relevant national
regulations and international conventions.
11. TRAVEL INSURANCE
According to the Act on the Provision of Tourism Services, the agency’s employees are
obliged to offer the traveller a travel insurance “package” consisting of voluntary health
insurance during the trip and stay abroad, insurance against accidents and illness during
the trip, damage and loss of luggage and insurance against cancellation of the trip. By
signing the contract, the traveller confirms that he has been offered a travel insurance
package. If the passenger requires these policies, they may be contracted directly with
one of the insurers or with ZANTIUM TRAVEL, whereby ZANTIUM TRAVEL acts only as
an intermediary. By signing this contract, it shall be assumed that the insurance policies
stated in the previous paragraph have been offered and recommended to the traveller.
12. TRAVELLER HEALTHCARE
The traveller has the right to healthcare in the country and abroad in the scope and under
the conditions determined by the agreement between the state in which the traveller
resides and the Republic of Croatia if such an agreement is signed. Information on this
right should be obtained before the beginning of the trip.
The information that the traveller receives at the registration point does not bind
ZANTIUM TRAVEL to a greater extent than the information provided in the travel
14. INSURANCE IN CASE OF INSOLVENCY OR BANKRUPTCY OF THE TRAVEL ORGANISER
In line with the Tourism Activity Act (OG 8/96), Croatia osiguranje d.d. guarantees to
compensate the traveller for:
- the price of the trip, in absence of travel services due to insolvency or bankruptcy of the
- costs for the return of travellers to the place of departure incurred due to insolvency or
bankruptcy of the insured
In the event of insolvency or bankruptcy of the Travel Organiser, travellers who should
find themselves on a trip should immediately contact the branch office of Croatia
osiguranje d.d., Vatroslava Jagića 33, in person or by phone at 01/6333188 or 01/6333170.
This document enables the traveller to directly exercise the right to compensation for
15. LIABILITY INSURANCE
According to the Act on the Provision of Tourism Services, ZANTIUM TRAVEL has
concluded a contract with the insurance company Wiener osiguranje, Slovenska ulica 24,
Zagreb, against liability for damage caused to the traveller by non-performance, partial
performance, or undue performance of obligations. Agency employees shall inform the
TRAVELLER about the content of the valid Insurance contract against liability for damage
caused by ZANTIUM TRAVEL to the TRAVELLER by non-performance, partial
performance or undue performance of the obligations related to the package trip. By
signing the Travel Contract, the traveller confirms that he is familiar with the content of
the Insurance contract.
16. RESOLUTION OF COMPLAINTS
The traveller has the right to complain about the non-performance of contracted
services. The traveller is obliged to submit a written complaint to ZANTIUM TRAVEL,
within 8 days following the end of the trip. Complaints lodged after the 8-day deadline
shall not be considered. We emphasize that it is in the traveller’s interest to act in good
faith, express a will to resolve complaints during the trip and lodge a written complaint
to the service provider on the spot (at the reception, with a carrier, hospitality and
catering service provider or travel agency at the destination) and ask the service provider
to confirm that he had received a complaint in writing. Each traveller—contract holder
shall submit a complaint separately. ZANTIUM TRAVEL is obliged to reply to such
complaint in written form within 15 days following the receipt of the written complaint
in the manner in which the complaint was received (by e-mail, mail, or personal delivery
to which ZANTIUM TRAVEL shall reply by delivery against receipt). ZANTIUM TRAVEL
shall resolve only those complaints for which the traveller submits proof that he has sent a written complaint to the service provider on the spot and that the cause could not be
remedied on the spot.
If the non-performance of the programme or part of the services is due to the fault of
ZANTIUM TRAVEL, the traveller is entitled to compensation in the amount of the actual
value of unused services, which shall not cover already used services or the total amount
of the package. In the event of a dispute relating to an online sales and online services
contract, the consumer may lodge a complaint or initiate an online dispute resolution
procedure through the online dispute resolution platform available at the following link:
Until ZANTIUM TRAVEL decides on the traveller’s complaint, the traveller waives the
mediation of any other person, court institution or disseminating information through
the media. The Commercial Court in Zagreb will have jurisdiction in case of initiating
17. PROTECTION OF PERSONAL DATA
The traveller shall provide personal information voluntarily. Traveller’s personal data is
necessary for realising the contracted packages and shall be used for further
communication. ZANTIUM TRAVEL undertakes not to transfer the traveller’s personal
data abroad except to realise the contracted packages. The exception to providing
personal data to third parties concerns contracting travel insurance policies, i.e., if the
traveller signs an insurance policy, his personal data shall be forwarded to the insurance
company. Travellers’ personal data shall be stored in a database, in accordance with the
Decision of the Management Board on the manner of collecting, processing, and storing
personal data. The traveller agrees that his personal data may be used for the realisation
of contractual packages and marketing activities of ZANTIUM TRAVEL.
18. GENERAL TERMS AND CONDITIONS
The general terms and conditions for travel organisation are an integral part of every
Travel Organisation Contract, which the traveller concludes with ZANTIUM TRAVEL.
Possible deviations from these conditions shall be indicated in the text of the travel
programme. By signing the contract, the traveller fully accepts the programme and the
conditions of the trip.