1. The Subject of the Contract
The subject of this contract is the settlement of relations between the travel agency Via Mea Travel d.o.o., Židine 20, Crikvenica, HR 51260 , OIB: 52981104575, VAT ID: HR 52981104575, Phone: +385 51 781 799, E-mail: info@via-mea.com (hereinafter referred to as VIA MEA) on its name and on behalf of the contractual lessor on the one side, and for the accommodation user (hereinafter the guest) on the other side, during the process of booking accommodation from the offer of the Web page www.via-mea.com and www.bookonline.holiday
By making an advance payment for the reservation of selected assets in the requested period, you accept these General Terms and Conditions unconditionally. VIA MEA reserves the right to change these General Terms and Conditions, which will be published on website www.via-mea.com and www.bookonline.holiday effective on the day of publication.
2. Reservations
The contract between the guest and VIA MEA comes into force with the binding reservation. From that moment onward, the rights and obligations of the contractual parties are regulated by these General Terms of Business and apply to the guest and VIA MEA. Confirmation of reservation will be immediately delivered to the guest by e-mail. In the event of the confirmation differing from the requested reservation, by paying the received reservation the guest confirms that he/she accepts the terms listed in the confirmation. VIA MEA may without obligation accept any kind of special demand (i.e. request), but the request is not legally binding for VIA MEA and will be fulfilled only if VIA MEA has issued a written confirmation.
In the event of payment arrangements not being made according this Terms and conditions, the reservation may be cancelled, with VIA MEA having no obligation towards the guest.
3. Protection of personal data of the guest
The guest gives personal information voluntarily. Personal data of the guest are necessary in the process of realization of the requested service and will be used for further communication with each other. VIA MEA undertakes not to provide the guest's personal data to a third party, except for partners who participate in the realization of the contracted accommodation service.
Personal data of users will be kept in the database, in accordance with via MEA's decision on how to collect, process and store personal data. VIA MEA reserves the right to use the personal data of service users for marketing purposes (e.g. sending notifications, actions, promotions, newsletters.) The guest has the possibility at any time to unsubscribe from the further use of his personal data by sending a request to an email info@via-mea.com
4. Prices and terms of payment
The prices published on the Web page www.bookonline.holiday are mostly expressed in EUR and apply to the price of daily accommodation per accommodation unit in the corresponding price season. The published prices are valid from the moment of refreshing data on the Web page, i.e. from the moment of publication of a new brochure. In accordance with this Terms and conditions about price change, the price valid at the moment of reservation is applied. If the facility contains several identical accommodation units with the same description and prices, in the facility's description the total number of such units will be listed, but only one of them will be described. It is not compulsory for special offers to apply to all accommodation units of the same type. Any additional services requested by the guest (e.g. extra cleaning, phone expenses, bike hire etc.) are not included in the price and must be paid on the spot to the person in charge of the facility's keys, or to a VIA MEA employee. The day of arrival/departure is Saturday, unless otherwise specified. The accommodation prices (unless otherwise specified) include usual consumption of electricity, heating in winter and air-con in summer, water consumption, gas consumption (if available), final cleaning (if not otherwise specified), bedding, bath towels and tourist tax.
4.1. Payment
Regardless of whether the reservation has been made directly by the guest, or through a partner agency, upon receiving confirmation of reservation the guest/agency has to make an advance payment up to 30 % within the next 5 days, thus definitely confirming the booking. The balance of the full amount has to be paid at least 42 days before arrival and starting of using the reserved service. For reservations made within 21 days before arrival the total amount of reservation must be paid in the next 48 hours. Payment of reservations made within 21 days before arival must be reconfirmed by written confirmation ( e-mail) of the made payment. VIA MEA will send to each guest the confirmation of the received payment with all necessary further details. VIA MEA reserves the right to request a valid credit card number from the guest as payment guarantee. In the case of the guest not sticking to the payment deadlines, the reservation may be cancelled.
4.2. Reservation changes and cancellation
In the event of the guest cancelling the reservation, the following cancellation fees will be charged:
- Reservation cancellations notified 42 or more days before arrival: pre payment will be reimbursed
- Reservation cancellations notified between 41 and 30 days before arrival: 50 % of the total reservation cost is charged
- Reservation cancellations between 29 days and on the arrival day or NO SHOW: 100 % of the total reservation cost is charged.
The handling charges of 50,00 € will be deducted from the payout which needs to be returned to the guests.
The cancellation date is considered to be the day when the cancellation notice has been received (if it happens to be a holiday or Sunday, it will be considered the next working day). In case of no-show or unannounced delayed arrival, VIA MEA keeps the total reservation amount.
These conditions are valid from 01.06.2021.
On the guest's request the reservation may be changed in terms of change of date, accommodation unit, accommodation type or names of persons if possible.
When selecting our facilities, special attention is paid to service description and price calculation. However, despite this we are unable to exclude the possibility of price and service change. In the event of such changes, the guest will be notified when booking or, at the latest, upon receiving booking confirmation. The items written on the booking confirmation are final. It is unlikely that any changes will occur after the booking confirmation, but we cannot entirely exclude not even this possibility.
VIA MEA has the right to change prices in certain moments due to increasement or introduction of fees or taxes on accommodation services, or due to significant changes in the rate of exchange. To the guests who have already booked the accommodation, the original price, on the day of their booking, will be charged and they cannot complain on the price.
4.3. WSPay
WSPay is a secure system for online payments, real time credit and debit card payments, and other payment methods. WSPay ensures the buyer and the merchant with the secure card data entry and transfer, which is also confirmed by PCI DSS certificate. WSPay uses 256-bit SSL encryption and TLS 1.2 cryptographic protocol as the highest protection standards for data entry and transfer.
WSPay, being the processor of authorization and payment made by credit cards, uses personal data as the processor pursuant to the General Data Protection Regulation of the European Parliament and the Council no. 2016/679, and compliant with PCI DSS Level 1 Regulations for data transfers.
WSPay uses 256-bit SSL encryption and TLS 1.2 cryptographic protocol as the highest protection standards for data entry and transfer. Personal data used for the purposes of authorization and payment are deemed to be confidential data.
The following customer's personal data are necessary to fulfil the Agreement (authorization and payment):
- Name and Surname
- E-mail
- Telephone number
- Address
- City
- Post Code
- Country
- Type of credit card
- Credit card number
- Expiry date (credit card)
- CVV number for credit card
WSPay does not process or use these personal data except for the purpose of fulfilling the Agreement, the authorization and the payment.
WSPay ensures to meet the requirements determined by applicable personal data protection regulations, for the processors of personal data, especially taking all necessary technical, organizational or security measures confirmed by PCI DSS Level 1 certificate.
5. Accommodation
VIA MEA's accommodation offer consists of units owned by our contractual partners – lessors on for whose account VIA MEA sells capacities on the tourism market.
5.1. Maximum number of people
The accommodation units from our offer may only be accommodated by the maximum number of people listed in the description of the reserved accommodation unit posted on VIA MEA's Web pages. The same applies to children, regardless of their age, with the exception of facilities allowing another child under the age of one free of charge. The guest is asked to mention this fact while booking. It is also forbidden to place tents or caravans on the land belonging to the facility.
After the lease beginning the guest is obliged to announce previously all visitors that come to visit him/her. In the event of exceeding the maximum number of people, or placing a tent or caravan on the facility's land, the owner may charge a fee per extra person, or remove the extra people from the estate, ie demand the removal of the tent or caravan. If the guest ignores the request, everyone will be removed from the estate and no refund will be made.
5.2. House Rules
Each property has its own house rules that are placed in a visible place and are available to the guest. Guests are required to comply with house rules. Failure to comply with the rules set forth in the house rules, is considered a serious violation of the terms of the contract, in which case the owner and / or VIA MEA have the right to terminate the rental agreement, effective immediately, without notice, and the guest is obliged to leave the property permanently with all persons staying there within 2 (two) hours, and he is not entitled to claim the refund of the paid price of the accommodation from the owner or VIA MEA.
5.3. Pets, bugs and allergies
Despite thorough cleaning and maintenance of our facilities, occasionally a bug or mouse may be found who got there from their natural habitat where the house is located. VIA MEA cannot be held responsible for this and the guests cannot ask for any compensation. Although pets aren't allowed in all facilities, this does not mean that there have never been any pets in the booked facilities. VIA MEA does not take any responsibility for the guest's allergic reactions in certain facilities.
The permission to keep pets shall be marked on the web page of VIA MEA near each facility which allows pets under the conditions foreseen for each facility separately, which shall be mentioned on the web page. The pet owners are responsible for cleaning of pet waste after their pet, and the pets are not allowed to sit on the furniture at any moment. Each evidence on the stay of a pet on the furniture may cause additional cleaning costs. Keeping of pets in a facility is an exclusive responsibility of the guest, and owners and VIA MEA do not take over any responsibility for a possible illness or injury that the pets might suffer during the stay. The approach to the swimming pools is strictly forbidden to the pets.
If the guest brings a pet which was not announced, the owner and/or VIA MEA retain the right to terminate the rental contract which comes into force immediately, without the notice period, and the guest is obliged to leave the facility permanently within 2 (two) hours with all the persons who stay there, and he is not entitled to demand from the owner or VIA MEA the return of the paid accommodation price.
5.4. Time of arrival and departure; shortening or extending your stay
After setting the total reservation cost, at least 4 weeks before arrival, travel documents will be delivered to the guest confirming that he/she is the legitimate user of the booked accomodation. These travel documents include a voucher, a description of the journey describing the accurate route to the accommodation and accurate information about where to collect the accomodation's keys after presenting their confirmation of paying for the booking.
The guest is asked to pay attention to the contact numbers in order to be able to contact the accommodation's owner or a VIA MEA 's employee working in the area. Upon arrival the guest must hand in their travel and personal documents to the person giving them the house/apartment keys, who will then register the guest by the authorities and immediately return their personal documents.
The estimated time of arrival/departure is listed in the travel documents. The time of arrival must be between 4 PM and 8 PM, while the time of departure is till 10 AM. In the case of arrival not being possible before 8 PM, the guests are obligated to notify the travel agent or person in charge of the keys, with whom they will arrange when to collect the keys.
In the event of the guests wanting to extend their stay, they are asked to inform promply their travel agent who will, if the desired period is available, gladly book them an extension of their stay.
6. Ensuring replacement accommodation and reservation cancellation by VIA MEA
In exceptional cases due to unpredictable or unavoidable circumstances, VIA MEA may give the guest appropriate replacement accommodation of equal value and quality. VIA MEA is authorized to cancel the reservation before or during the period of the guest usage of the accommodation, if unpredictable or unavoidable circumstances occur preventing the accommodation's usage, endangering the guest or accommodation, or lessening the service's quality to the point of it being impossible to provide the contracted service. In this case the guest will be refunded for payments already made, decreased by the cost of already-used services. In any case VIA MEA is not required to pay to the guest any compensation.
7. Other obligations of the guest
During their stay, it is the guest's duty to use the accommodation owner's property and equipment with appropriate care. They must also adjust their behavior as not to disturb the other guests, neighbors and host. In the event of the guest not adjusting their behavior with the house rules even after being warned, they lose their right to the booked accommodation and must leave immediately without compensation. Any damages and deficiencies caused or discovered by the guests must immediately be reported to the person in charge of the keys or the VIA MEA 's employee. This way damages and deficiencies will immediately be removed without lessening the quality of stay. The guest is responsible for any damages or deficiencies they've cause if they cannot prove that they're not responsible. The same applies if the accommodation unit, due to damages, dirt or missing equipment cannot be submitted to the next guest for them to use. The owner will charge the guest on the spot for any damages or deficiencies.
8. Complaints and compensation claims
It is the guest's obligation to consciously handle the unit and its inventory. On the day of departure the accommodation unit must be in the same condition as it was when the guest arrived. In the event of the accommodation's condition differing from its condition when booked, the guest must in 24 hours notify the person in charge of the keys. If visible irregularities are not reported in mentioned time, it will be thought that the unit was handed over in proper condition. If any irregularities occur during the guest's stay, it is their obligation to act in the same way. In the event of the owner or person in charge of the keys being unable to rectify the irregularity within a reasonable period, it is the guest's duty to inform their agent or VIA MEA 's employee. If the guest voluntarily leaves the facility or finds other accommodation without giving VIA MEA time to resolve the issue causing the guest's dissatisfaction, the guest is losing their right to receive compensation regardless of whether their reasons for departure were justified or not. The person in charge of the keys and the travel agent are not authorized to approve compensation requests.
Compensation requests must be delivered to VIA MEA or your travel agent in written or in personal form within their stay in the accommodation unit with proof included (pictures, confirmation from the person in charge of the keys/travel agent, witness statements etc.). Complaints made after check out from the booked facility will not be taken into consideration. We emphasize that it is in the guest's interest to act in good faith and show willingness to resolve their complaint during their stay and to give their written complaint to the owner on the spot, and request written confirmation that the complaint has been received. If the guest does not meet these requirements, he / she is losing his /her right to receive compensation.
VIA MEA is obligated to deliver a written decision regarding the complaint within 15 days of receiving the complaint in the same form (e-mail, ordinary mail, or personal delivery which will be replied by registered post with a return receipt). If it is necessary, in order to gather information and verify the claims in the complaint, VIA MEA may postpone the decision deadline for another 14 days, of which it is obligated to inform the guest making the complaint in written form. VIA MEA will resolve only those complaints for which the guest provides evidence that they gave their written complaint to the service provider on the spot and that the cause could not be eliminated on the spot. Until VIA MEA reaches a decision, the guest must refrain from mediation by any other person, judicial institution or giving information to the media.
9. VIA MEA's obligations
VIA MEA agrees to, on their behalf, i.e. on the behalf of the person in charge of the keys or local agent, give the guest for the booked period a clean and tidy accommodation unit equipped according to its description. If the unit does not match the description on the reservation, VIA MEA will do everything to ensure the removal of any deficiencies, i.e. to ensure replacement accommodation of equal value. In the event of this being impossible, not being achieved in a reasonable period, or if the guest refuses the suggested replacement accommodation, VIA MEA will reimburse the guest any form of value reduction, as long as it has been undeniably established that VIA MEA is responsible for it. If the guest experiences loss or damage due to VIA MEA 's negligence, resulting in violation of the contract, VIA MEA accepts full responsibility for the caused damage. VIA MEA's legal responsibility is limited to the amount of the accommodation's price and does not include personal damages such as material and financial losses. VIA MEA will not be held responsible in the event of the losses or damages being attributed to the following causes:
- Actions or omissions made by the guests or their companions;
- Unpredictable or inevitable failures of third parties not included in providing the service listed in the booking;
- A higher force, events or unpredictable weather conditions which could not be foreseen or avoided by VIA MEA, the travel agent or the person in charge of the keys;
- Usage of swimming pools, children's playgrounds, any sports' facilities (e.g. a tennis court or football field, fitness centers etc.). Usage of these facilities is exclusively at the guest's own risk;
- Damages and losses due to burglary.
The above listed causes equally apply outside the contractual obligations. VIA MEA specifically rules out responsibility for the actions of the auxiliary staff.
10. The jurisdiction of the court
The parties commit to seek to resolve any disputes by mutual agreement, and if this is not possible, in the event of a legal dispute the court in Rijeka has jurisdiction and the law of the Republic of Croatia is applied.