TERMS OF SERVICE

I. Introduction 
The purpose of this agreement is to regulate the mutual relations between the travel agency Tonka i cvrčak, sole proprietorship for services and trade, owned by Antonija Eman, Slavka Čora 14, Gornji Čehi, Zagreb (hereinafter referred to as the "Agency"), acting on its own behalf and on behalf of the owner of the accommodation unit, on one side, and the accommodation user (hereinafter referred to as the "Guest") on the other side, in connection with the booking of accommodation offered on the website https://destinationgreencroatia.com/. 

The Agency acts solely as an intermediary between the Guest and the owner of the accommodation property. 

If the Guest decides to purchase additional services or products, these will be subject to an agreement between the Guest and the owner, or between the Guest and a third party, and are not covered by these terms and conditions for booking the accommodation. 

Before booking an accommodation unit, the Guest is obliged to familiarize themselves with all conditions and specific features of each accommodation and location. 

All terms and conditions stated herein apply equally to all bookings and all individuals, i.e., they apply equally to the booking holder, other guests, agencies, guest staff, friends, and visitors. 

II. Booking 
A booking is valid from the moment you receive a booking confirmation. Bookings can be made verbally, in writing, or electronically. To be valid, the booking holder must be at least 18 years old and must have paid a deposit of 30% of the total booking amount. 

If payments for the booking are not made in accordance with the provisions of Article III of these Terms, the booking may be canceled without the Agency having any obligation to the Guest. 

III. Price and Payment 
Unless otherwise indicated, all prices are quoted in Euros per night for the specified period. Prices include all taxes and the tourist tax. The accommodation price also includes all utility costs (water, electricity, Internet, waste disposal, etc.), final cleaning, bed linen, towels, maintenance of the pool, exterior, accommodation unit, and registration of stay. 

Any additional services requested by the Guest (e.g., charging an electric vehicle, pool heating, additional cleaning, additional filling and emptying of the jacuzzi, bicycle rental, boat rental, etc.) are not included in the price and must be paid on-site to the owner or the person responsible for the accommodation unit. 

The minimum stay is determined individually for each accommodation unit and period. For stays shorter than the minimum stay, and if the owner of the accommodation unit agrees, the accommodation price will be increased by 30%. 

Payments are made via bank transfer or credit card (unless otherwise specified). Payment is made in two installments: a first installment of 30% as a deposit to confirm the booking, and a second installment of 70%, due 30 days before arrival. Some owners may require different payment methods, which will be communicated to the Guest prior to booking. 

For bookings made within 30 days before arrival, the Guest is required to pay 100% of the total booking amount immediately. 

The Guest undertakes to make payment according to these terms or any special terms specified on the website. If the payment deadlines are not met, the Agency reserves the right to terminate the contract and cancel the booking without refund of any amounts paid. 

For all payments, the Guest will be issued all valid documents by the Agency. 

IV. Cancellations / Modifications 

In the event of a booking cancellation, the Agency will apply the following rules and charge the Guest the corresponding fees: 

After a booking has been confirmed, the Guest may submit a request to modify the booking. Such a request does not obligate the Agency to make the change. The Agency will inform the Guest whether the modification is possible, depending on the request and availability. 

Regardless of whether the modification request can be accommodated, the cancellation terms stated above always apply. The Guest cannot cancel free of charge if their request for modification is not granted. 

V. Arrival / Departure – Check-in / Check-out 

All arrivals are scheduled after 4:00 PM, and departures by 10:00 AM. Early arrivals and late departures are only possible if expressly approved by the owner. If the Guest does not comply with the departure time, the Agency reserves the right to charge the security deposit and an additional night at special rates. 

If the Guest does not arrive on the scheduled date, the accommodation will be held for 24 hours. If 24 hours pass without the Guest notifying a new arrival time, the Agency reserves the right to make the accommodation available for new bookings, without any right to a refund for the previous Guest who did not check in. 

VI. Guest Registration 

Upon arrival, Guests are required to present valid travel documents (identity card or passport) for all guests, including children of all ages, to the host of the accommodation for registration in the e-Visitor system. Access to the accommodation may be denied to any Guest who refuses to present valid identification. 

VII. Accommodation Unit 

The Agency offers accommodation units owned by other contractual partners, both private and legal entities, for which the Agency markets the accommodation units in the tourism market. All accommodation units have the required permits issued by the competent authorities. 

The Agency strives to ensure that the descriptions, photographs, and locations of the accommodation units are as accurate as possible, but minor discrepancies may occur. Accommodation units may not include the same facilities and services. Accommodation units are intended exclusively for leisure purposes (unless otherwise specified). 

The number of occupants in an accommodation unit cannot exceed the permitted, advertised, or legally prescribed number, including children of all ages. If more people than allowed stay in an accommodation unit, the owner and/or the Agency have the right to request that the excess persons leave the unit. If this request is refused, the owner and/or the Agency have the right to terminate the rental agreement immediately, without notice, and all guests are obliged to vacate the accommodation unit within 2 (two) hours. No refund will be given for unused rental time. 

Guests under 25 years of age are considered a youth group. Certain accommodation units may have different rules for youth groups. Guests are obliged to inform the owner and/or the Agency if they belong to a youth group. 

It is prohibited to set up tents, camping pods, or similar structures on or next to the accommodation unit. If this rule is violated, the owner and/or the Agency are authorized to terminate the rental agreement immediately, without notice, and all guests must vacate the unit within 2 (two) hours. No refund will be given for unused rental time. 

Some accommodation units allow pets, but the possibility of bringing a pet and the conditions of stay will be indicated on the website. Additional cleaning fees may apply. Pets are strictly prohibited from accessing the pool. Only one (1) pet is allowed in accommodation units that permit pets, unless the owner and/or Agency approve the presence of additional pets, which must be stated in the booking confirmation. 

If a Guest brings a pet into the accommodation unit when it is not allowed, or brings more pets than permitted, the owner and/or Agency reserve the right to terminate the rental agreement immediately, without notice, and all guests must vacate the unit within 2 (two) hours. No refund will be given for unused rental time. 

In some units, pets are not allowed. However, neither the owner nor the Agency can guarantee that pets have not previously been in the property. The Agency is not responsible for any allergic reactions that may occur in the accommodation unit. 

For newly built accommodation units, it is possible that plants and/or grass may not be fully grown. 

Guests must use the pool with necessary caution, following all instructions from the owner and/or Agency. Guests are responsible for the use of the pool in all respects. Children must be under constant adult supervision in the pool area. Guests use the pool at their own risk. If accommodation is booked outside the summer season, the pool may not be usable. The pool temperature in units without heating/cooling depends solely on weather conditions, and guests have no right to complain about the temperature. In units with pool heating, the expected temperature is 24–25°C, but it cannot be guaranteed if there is prolonged bad weather or if it is outside the summer season. Pets are strictly prohibited from entering the pool. 

Prolonged use of the pool is not recommended. Please note that using the pool, hot tubs/jacuzzis, or saunas involves certain health risks and is at your own risk. 

Smoking is prohibited in all accommodation units. Violations of the smoking ban will result in a charge to the security deposit. 

Guests may occasionally hear noise from neighbors, construction, traffic, etc., and neither the Agency nor the owner can be held responsible for unexpected noise. 

Internet service is provided as an additional service via various operators, and variations in speed may occur. The Agency and the owner are not responsible for poor signal, system overload, or other issues with coverage, speed, or data volume. 

Children’s playgrounds must be used under adult supervision, and guests use them at their own risk. Improper use of playgrounds may result in danger to life or health and/or damage to the playground, for which the Guest will be liable for the cost of any damage. 

Accommodation units are located in natural settings, and some are in rural areas where there is increased risk of bee, wasp, or mosquito stings, as well as poisonous or dangerous animals (e.g., snakes). Increased caution is recommended when walking in nature, in and around the accommodation unit. The Agency and the owner are not responsible for animal bites or stings. 

In the accommodation units, numerous appliances such as washing machines, dishwashers, refrigerators, microwave ovens, televisions, and similar are available to guests. Guests are free to use these appliances; however, the Agency does not assume any responsibility if the appliances unexpectedly break down or stop functioning during the stay. 

VIII. Security Deposit / Compensation for Damages 

Upon arrival, the Guest is obliged to leave a security deposit in cash with the owner/host of the accommodation unit (unless otherwise specified). The amount of the deposit is determined at the time of booking. The deposit serves as security for the owner against any damage caused to the accommodation unit. 

The owner/host has the right to retain the deposit and use it to cover the costs of any damage. If the damage is less than the deposit amount, the owner/host is obliged to return the difference between the actual damage and the deposit. If the Guest(s) cause damage exceeding the deposit, they are obliged to compensate for the full amount of the damage. If no damage occurs, the security deposit will be returned to the Guest upon departure. 

Guests are obliged to immediately report any damage incurred in the accommodation unit. 

IX. House Rules / Guest Conduct 

During their stay, Guests are required to comply with the house rules provided at the accommodation unit. In the event of violation of the house rules, danger to property, or exposure to risk, the Agency and/or the owner have the right to terminate the rental agreement immediately, without notice, and all Guests are obliged to vacate the accommodation unit within 2 (two) hours. No refund will be provided for unused rental time. 

Guests are responsible for their personal belongings brought into the accommodation. The Agency is not responsible for theft, loss, or damage to items left unattended. This also applies to valuables, and Guests are advised either to use a safe where available or not to leave such items unattended. Any lost item must be reported to the owner and, if desired, to the competent police authority. 

X. Complaints and Deficiencies 

The Guest has the right to file a complaint with the owner/host of the accommodation unit immediately upon noticing deficiencies in cleaning, maintenance, or similar issues, and to provide a reasonable deadline for remedying the complaint. The owner of the accommodation unit is responsible for any deviations from the condition and equipment of the unit compared to what is advertised on the website. 

If the owner of the accommodation unit cannot remedy the deficiency within a reasonable time, it is the Guest’s duty to notify the Agency. 

If the Guest voluntarily leaves the accommodation unit or finds alternative accommodation without giving the Agency the opportunity to resolve the cause of dissatisfaction or to offer an appropriate replacement accommodation, the Guest loses the right to compensation, regardless of whether the reasons for leaving are justified or not. 

Subsequent complaints may only be considered within seven (7) days from the Guest’s check-out date, exclusively in written form, accompanied by appropriate photographs serving as the basis for the complaint. 

XI. Agency as an Intermediary 

The Agency provides intermediary services in concluding rental agreements with property owners. The owner bears full responsibility towards the Guest. If the Agency must cancel a booking that is beyond its control or is conditional upon the owner, the Agency is not responsible for such a situation, and the Guest will be refunded the paid booking amount without delay. 

XII. Personal Data and Documentation 

The Agency will treat all information and documentation as confidential business information in accordance with local data protection regulations. The Agency is not responsible for the actions of the owner/host regarding the protection of information, data, or documents. 

XIII. Force Majeure and/or Extraordinary Events 

If the use of the accommodation unit is prevented due to force majeure (e.g., fire, flood, earthquake, war, pandemic, etc.) and/or extraordinary events (e.g., burst water or sewage pipes, power outage, closure of the property by inspection authorities, etc.), the Agency and the owner have the right to terminate the agreement and refund the paid amounts (unless part of the stay has already been completed, in which case the refund will be proportionally reduced according to the number of nights used). 

The Agency is not responsible for contract termination or for events caused by force majeure and/or extraordinary events. 

XIV. Submitting Complaints Regarding Our Services 

In accordance with Article 6, Paragraph 1, Item 3 of the Law on Provision of Services in Tourism (NN 130/17, 25/19, 98/19, 42/20, 70/21) and Article 10, Paragraph 3 of the Consumer Protection Act (NN 41/14, 110/15, 14/19), we inform consumers that complaints regarding the quality of our services may be submitted in writing, and their receipt will be acknowledged without delay in writing. 

Complaints can be submitted by post to the address: 
Turistička agencija Tonka i cvrčak, obrt za usluge i trgovinu, Vl. Antonija Eman, Slavka Čora 14, Gornji Čehi, 10000 Zagreb, Croatia 
or by email to: antonija@destinationgreencroatia.com 

Receipt of the complaint will be confirmed in writing without delay. 

A written response to the consumer complaint will be provided no later than 15 days from the date of receipt of the complaint. 

The competent authority overseeing the activities of the travel agency is: 
Državni inspektorat, Turistička inspekcija, Šubićeva 29, 10000 Zagreb 

XV. Copyright 
The website https://destinationgreencroatia.com/ contains material protected by copyright, trademarks, and other proprietary information, including but not limited to text, software, photographs, graphics, and videos. The entire content of the website is protected by copyright law. You may not modify, publish, transmit, participate in the transfer or sale, create derivative works, or otherwise exploit any content, in whole or in part. 

XVI. Final Provisions 

Any commercial use or reproduction of information, data, or files published on the website destinationgreencroatia.com constitutes a violation of copyright and is prohibited by law. 

These general terms and conditions of booking are drafted in Croatian and translated into English and German. In case of doubt regarding the interpretation of specific provisions or expressions in the translated versions, the Croatian version shall prevail. 

In the event of any dispute, an attempt will be made to resolve it amicably; if this is not possible, the local jurisdiction of the competent court in Zagreb and Croatian law shall apply. 

In Zagreb, September 15, 2025.