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Cruise Croatia is a brand of Unforgettable Travel Company Ltd. Therefore, all trips booked with Cruise Croatia will be held under contract with Unforgettable Travel Company Ltd “UTC”, 86-90 Paul Street, London, EC2A 4NE, UK, registered in England under no. 9738411.
All trips sold by UTC are subject to our Booking Conditions. It is essential to carefully read through our Booking Conditions as they set out important obligations and rights in regard to your booking. Every written communication related to your booking before its confirmation, along with these Booking Conditions, form the contract between you and UTC.
In these Booking Conditions, all references made to “you” and “your” are in reference to the first person who is named on the booking along with every other person including in the booking, or the person who has confirmed and paid for the booking when a booking is made on someone else’s behalf. References to “us”, “our”, “we” mean UTC. References to “deposit” mean any applicable first payment amount agreed between you and UTC. References to “departure date” mean the first date of of the trip arrangements we have agreed with you.
Before confirming the booking and paying the agreed deposit, please ensure that you have the authority to bind all members of the holiday party to our Booking Conditions. The person who confirms the booking and makes a payment of deposit, is taken to have the authority to bind all members of the holiday party to these Booking Conditions. Payment of your deposit constitutes acceptance of our Booking Conditions and a binding contract between you and UTC. When requesting a booking that requires any age restrictions, you must be at least 18 years old and declare that all other members in your group are of the appropriate age.
Upon the receipt of your deposit payment by UTC, you will be issued a booking confirmation document along with an invoice. Thoroughly check all travel details on your booking confirmation and invoice as soon as possible. If any errors are found on either document, it is critical that you inform us of any necessary changes as soon as possible and no later than within 7 days from the date the booking confirmation and invoice are issued. If you fail to do so, we cannot accept any liability for charges you may incur for making the necessary changes at a later stage.
Deposit amounts vary greatly based on the particular details of the trip and upfront costs UTC will incur. Upon expressing interest to book your trip, the amount of required deposit will be confirmed. Your remaining balance (if applicable) will be due no less than 90 days before the departure date of your booking. If you book less than 90 days before departure, the total balance will be due immediately upon booking. If there is a remaining balance outstanding, which goes unpaid beyond the remaining balance due date, we will remind you of any amounts outstanding. If this balance remains unpaid without any agreement from UTC, we reserve the right to assume you wish to cancel your booking, which means cancellation charges will be applied as noted in our “Amendment and Cancellation by You” section below. All payments are to be made in US dollars, Australian Dollars, Euros or British Pound Sterling.
Payments can be made by credit card or bank transfer. UTC will not levy any bank or credit card charges, but it would be prudent for you to check whether your bank and/or credit card provider will charge you any foreign transaction fees or other charges before making the payment. UTC will not accept liability for additional charges levied by your bank or credit card provider.
All trips that include international flights from the UK are protected by a bond. The bond is held by the Civil Aviation Authority: ATOL number 7583. Every international flight that is booked with us departing from the UK will be issued with the appropriate ATOL certificate.
If we or the suppliers of your ATOL certificate are not able to perform any of the services listed (or a suitable alternative service through an ATOL holder) due to insolvency, the Trustees of Air Travel Trust may either confer a benefit on or pay to you under the ATOL scheme. In order to receive this benefit, you agree to assign those Trustees any claims for which may arise due to non-provision of those specific services. That includes all claims against us, the travel agent or the issuer of your credit card. You also agree that any claims made by you may be assigned to another body, if that particular body has paid you the amounts claimed under the ATOL scheme.
We also offer even greater financial security via our membership with the Association of Bonded Travel Organisers Trust Limited.
The Association of Bonded Travel Organisers Trust Limited (ABTOT) provides financial protection under its ATOL Franchise and The Package Travel and Linked Travel Arrangements Regulations 2018 for UTC, ABTOT number 5381, ATOL number 7583, and in the event of their insolvency, protection is provided for the following:
- non-flight packages;
- flight inclusive packages that commence outside of the UK, which are sold to customers outside of the UK
ABTOT cover provides for a refund in the event you have not yet travelled or repatriation if you are abroad. Please note that bookings made by customers outside the UK are only protected by ABTOT when purchased directly with UTC.
In the unlikely event that you require assistance whilst abroad due to our financial failure, please call ABTOT’s 24/7 helpline on 01702 811397 and advise you are a customer of an ABTOT protected travel company.
You can access The Package Travel and Linked Travel Arrangements Regulations 2018 here: https://www.legislation.gov.uk/uksi/2018/634/contents/made
All the flights and flight inclusive holidays on cruisecroatia.com you pay for something protected by the ATOL scheme you will be supplied with an ATOL Certificate. Please ask for it and check to ensure that everything you booked (flights, hotels and other services) is listed on it. Please see our booking conditions for further information or for more information about financial protection and the ATOL Certificate go to: www.atol.org.uk/ATOLCertificate
We believe that it is essential for our customers to take out a travel insurance policy. This is to ensure that you will be covered during your travels. We reserve the right to request details of the travel insurance policy you have before your departure date. Should you choose to travel without adequate travel insurance, you should understand that we will not be liable for any losses that travel insurance would otherwise cover. If you lose any personal item(s) during your trip, we highly recommend that you file a local, written police report and also contact a local representative for help with the related insurance claim.
Passports and visas
You are responsible for fulfilling the passport, visa and immigration requirements applicable to your trip. We can help with general information and visa requirements for your trip, but specific passport and visa requirements are to be obtained by you and your party. We do not accept any responsibility if you cannot travel because you have not complied with your visa or passport, immigration requirements or health restrictions. Any costs that occur as a result of not complying to passport, visa or immigration requirements are not our responsibility.
All visitors to Croatia must have a passport valid for at least 6 months after your return date. If your passport is in its final year please check with the Croatian Embassy before you book your trip and prior to your departure.
We can provide general information about any health formalities required for your trip but you should check with your own doctor for your own specific circumstances relating to the area of Croatia you are travelling to.
We have made every effort to ensure that our website information is accurate and not misleading, however, the information on the website is subject to change and information can be changed at any time. If there are any material changes to your trip we will inform you.
We reserve the right to change the price of unsold cruises at any time and correct errors in the prices of confirmed trips.
Any changes in taxes, entry fees and/or charges that we collect at net cost on behalf of local and government bodies will be passed on to you in full or refunded to you in full (Net Cost Charges). You will not be charged for any increase equivalent to 2% of the price of your travel arrangements, which excludes insurance premiums, Net Cost Charges and any amendment charges, instead we will absorb this cost. You will be charged only if the amount is over and above. If this results in an increase of more than 10% of the price of your confirmed travel arrangements (excluding any amendment charges and/or additional services or travel arrangements), you will have the option accept a change to another trip if we are able to offer one (if this is of equivalent or higher quality you will not have to pay more but if it is of lower quality you will be refunded the difference in price), or cancelling and receiving a full refund of all monies paid to us, except for any insurance premiums and any amendment charges and/or additional services or travel arrangements.
Conversely, if the price of your trip goes down due to the above changes by more than 2% of your trip cost you will receive a refund. However, please note that not all of our travel arrangements are purchased in local currency and some changes to your trip actually have no impact on the price of your travel due to contractual and other protection in place.
Children over the age of 12 are treated as adults when it comes to pricing. We have cruise-tour itineraries designed for families and your best option is to contact us to discuss the best options before booking. We can sometimes secure reductions for one child (and sometimes two children) if they will be sharing the room of two accompanying adults, but prices vary from hotel to hotel. Many of these options usually involve placing an extra bed in a normal double room and saving on the cost this way.
Amendment and Cancellation by You
(A) – Amendment
Should there be a ban on travel to Croatia from your country of origin within 30 days of your departure date, we will allow a deferment of the booking to a future date with no extra administration fees. If your trip falls into a higher season, we will simply charge you the fare difference which is levied by the suppliers on your booking. If Croatia bans travel from your country of origin within 30 days of your departure, we will allow you to defer to a future date subject to seasonal price differences or request a full refund. Please be aware that some flights and services booked may be non-refundable and also non-changeable and will depend on the rules of the airline/provider. Our team will speak to the relevant provider(s) and advise you of whether the required changes are possible and the applicable change fees.
(B) – Cancellation
You, or any member of your party, have the right to cancel your booking at any time.
The cancellation will be effective from the date that a written notification from the first-named person on the booking is received. This written notification is to be sent by email to [email protected] . All cancellations effected will incur a charge that reflects reasonable costs we have incurred in the arrangement of your booking and the cancellation. The charges vary greatly as our travel itineraries can also vary significantly and tend to be quite complex. It is important to note that some international flights, hotels, ferries or private tours offered may be non-refundable, however, any non-refundable elements of your trip will be outlined in your quotation. Please read through your quotation thoroughly to see if any non-refundable services apply to your trip.
The total cancellation cost of your booking will be confirmed to you after we have received your written notification and will include any non-refundable services applicable and a percentage of the total itinerary cost as outlined below. The applicable cancellation charges will be deducted from any funds we have received from you as payment toward that booking.
Small Ship Cruises and Cruise & Land Packages
Cancellation Charge based on Days Prior to Trip Departure
Greater than 90 days Non-refundable services, plus 10% of total cost of itinerary
60-89 days Non-refundable services, plus 50% of total cost of itinerary
31 – 59 days Non-refundable services, plus 70% of total cost of itinerary
0 – 30 days 100% of total cost of itinerary.
Please note: Certain travel arrangements cannot be changed once they have been confirmed. Any non-refundable services will be outlined in our quote prior to booking and may incur a cancellation charge of up to 100% of the price for any of these arrangements.
The reason for your cancellation may be covered under the terms of your travel insurance, so it is important to check your policy as you may be able to reclaim applicable charges through your provider. We strongly recommend that you take out adequate travel insurance at the time that you confirm your booking, to ensure that you are protected for all eventualities.
Important: Please note that the payment of your deposit constitutes acceptance of our Booking Conditions, including cancellation terms as outlined above and in our quotation and online booking form.
Amendment and Cancellation By Us
(1) – Amendment
On occasion it is necessary for us to make changes to our advertised products and services. In exceptional circumstances this changes may mean some modifications to your trip after you have made a booking. In the case of a minor change we will do our best to notify you in advance and in this instance there will be no compensation. Examples of “minor changes” include the following incidents if they take place before departure: change in the advertised name and identity of the carrier(s), time of flights, and/or aircraft type; a change of your outbound departure time or the length of your trip by twelve hours or less, or if your accommodation is changed to another of the same standard or classification.
If the change is a material or a “major change” (for example, if your flight time is changed by more than 12 hours, your destination is changed, or your accommodation is changed to a lower standard of accommodation), we will notify you as soon as possible and offer you the choice of (i) accepting alternative arrangements with us; (ii) booking an alternative trip with us; or (iii) cancelling your trip with a full refund. Whatever option you choose you will receive compensation for the cancellation, unless the change has been caused by Force Majeure or low bookings, as defined below:
Number of days’ notice prior to date of departure Compensation per Passenger
More than 70 days Nil
69 – 43 days USD10
42 – 28 days USD20
27 -14 days USD40
Less than 14 days USD50
(2) – Changes to your trip
If we are unable to organise and supply a large proportion of your trip whilst you are away, other arrangements of the same classification will be made for you at no extra cost or, alternatively, you can opt to return to your point of departure and receive a pro-rata refund for any part of the trip that you did not receive. Please bear in mind that this does not apply to any minor changes in your accommodation, transportation, or itinerary as explained above.
(3) – Cancellation
In the unlikely event that we have to cancel your trip, we have the right to do so. We will do everything in our power to offer you other arrangements of a comparable or better standard alongwith a price refund if appropriate. Alternatively we will give you a full and prompt refund if required.
(4) – Force Majeure
Unless otherwise stated in these Booking Conditions, we will not be liable to pay compensation if our contractual obligations to you are affected by an event which we or the supplier(s) of the service(s) in question could not, even with all due care, foresee or avoid. Examples of these events can include, but are not limited to war, threat of war, terrorist activity, civil strife, and its consequences or the threat of such activity, riot, the act of any government or other national or local authority including port or river authorities, industrial dispute, lock closure, natural or nuclear disaster, fire, chemical or biological disaster and adverse weather, sea and river conditions and all similar events outside our or the supplier(s) control. Advice from the Foreign Office to avoid or leave a particular country may constitute Force Majeure.
(5) – Travel Delays
Our trip itineraries have been scheduled around major international airline carriers and their service schedules, and whilst these airlines usually run to schedule, there are times when delays do happen. In this case, we cannot accept responsibility and cannot compensate for any additional costs which result from delays, for example for additional meals and overnight accommodation.
Our responsibilities to You
If your travel has been affected by our improper performance of the contract set out to you then we will pay you the necessary amount of compensation. If you have failed to adhere to the contract then we will not pay any compensation. We will also not pay if a third party has failed, where an unforeseeable event has taken place that is out of our control, or where an unusual or unavoidable circumstance takes place and could not have been avoided. Our liability, with the exception of death, injury or illness, shall be limited to a maximum of double the cost of your travel arrangements. Our liability will also be limited in adherence with and/or in an identical manner to:
- The contractual terms of the suppliers that run and organise the transportation for your travel These terms are incorporated into this contract; and
- Any international convention that affects your travel, for example the Montreal Convention in relation to travel by air, the Athens Convention in relation to travel by sea, the Berne Convention in relation to travel by rail and the Paris Convention in relation to the provision of accommodation, which control the amount of compensation that you can claim for death, injury, delay to passengers and loss, damage and delay to luggage. We are to be considered as having all benefit of any limitation of compensation contained in these or any conventions.
Copies of the transport companies’ contracts, or the international conventions, can be requested and obtained from our offices, simply write to: Unforgettable Travel, 11 Burford Road, London, E15 2ST, United Kingdom.
Under EU regulations you have may have a right to refunds and/or compensation from your airline in cases of denied boarding, cancellation or delay to fights. You can access the full details of these rights at EU airports and from airlines that fly to destinations in the EU. It is important to note that reimbursement from airlines in this case will not also entitle you to a refund of your trip cost from us. Your entitlement to a refund and/or compensation from us is set out in these Booking Conditions. If we are due to make any payments to you, any payment made to you by the airline will be deducted from this amount. In a situation where your airline does not comply you can complain to the Civil Aviation Authority by calling +44 20 7379 7311 or at www.caa.co.uk
We always do our best to ensure that your vacation runs to schedule and without a hitch but if you do have a problem during your vacation, please contact the relevant supplier (e.g. your hotelier) immediately about your issue and they will resolve it as soon as they can. If your complaint is not resolved locally or cannot be resolved where you are, please contact us straight away by telephone. If you do not contact us by telephone this will affect our ability and the relevant supplier’s ability to take your complaint further, and will also affect your contractual rights. If you want to take the complaint further because it cannot be resolved, please send a formal written complaint within 28 days of the end of your stay to us, and include your booking reference and all other necessary information about your issue. Please ensure that your letter is as concise as possible so we can quickly identify your issue and respond to you as quickly as possible.
Tours and excursions booked while on your trip do not form part of your package holiday put together by us.
You will receive your flight confirmations and information about your trip around 4 weeks prior to your departure You will receive your flight tickets as e-tickets in most cases, although in some cases paper tickets may also be issued and posted to you. Please note that our financial summary or itinerary is not a document you can travel with, you need to ensure you have a valid ticket for travel before you leave or you may find the airline ask you to pay for tickets again. If you have any emergencies or something goes wrong with your documentation you can call our 24-hour emergency number, which you can find on your final itinerary letter.
Your Contract is with UTC, registered in England under no. 9738411, registered address: 86-90 Paul Street, London, England, EC2A 4NE, United Kingdom. All cases concerning this contract will be governed by the Law of England and Wales, regardless of your country of residency.
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