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The General Terms of Service are an integral part of the Agreement between Novalja Travel d.o.o. (hereinafter referred to as Novalja Travel) and the traveler / guest who accepts the offered and selected tourist arrangement or service.

All of the above are a legal obligation for both the guest / traveler and the company Novalja Travel.

Hotel accommodation in Croatia Novalja Travel performs exclusively as an intermediary. It buys and sells the service on its own behalf and its account to the guest in the same condition and without additional services.

When providing accommodation services to a guest in private apartments and rooms (the ultimate provider of the natural person), Novalja Travel acts as a tour operator (photographing the apartments offered, counseling, reservations, etc.) and applies the Special Taxation Procedure (Article 91 of the VAT Act ).

Novalja Travel is committed to taking all measures necessary to provide accurate and quality information to its users. Novalja Trave collected information, data and photos related to the accommodation capacities from the end provider. Novalja Travel accepts no responsibility for errors, omissions and delays in updating the web.


The accommodation units offered are described according to the official categorization of the local tourist organization at the time the work permit was issued.

Please note that service and accommodation standards vary from country to country and are not comparable. Information obtained by the customer at other points of sale does not bind Novalja Travel to a greater extent than information published on our website or catalog and other agency printed materials.

Unless the guest has explicitly contracted a special features accommodation unit, he will accept any officially registered accommodation unit in accordance with the specifications in his Voucher. Entry into the accommodation unit is possible after 14 hours on the day of starting the service, and it must be left until 10 hours on the day of ending the use of the service.


Service rates are highlighted with each accommodation unit / service. All types of special services that are not included in the price are paid separately by the traveler. The quoted rates are based on a contract with the service provider and do not have to match the prices posted on the premises of the host, and any difference in price cannot be objected. Some services are paid directly by the customer to the service provider, and any direct objections to these services are reported directly to the service provider. If a cash deposit is required to use the accommodation unit, the guest will hand over the deposit to the service provider, with the mutual signature of the Deposit Certificate. The deposit serves as a guarantee to the service provider that the guest in the accommodation unit used will not do any damage. Upon termination of the use of the service, the deposit will be fully refunded to the guest after the service provider determines that the guest surrenders the accommodation unit in the condition in which it has taken over the unit. The guest is obliged to pay the tourist tax from 8,00 kn to 10,00 kn per adult and per day, and children from 12-18 years pay 50%. If the tourist tax is not listed separately in some of the facilities, it means that it is already included in the price. If the price of the guest's registration is indicated, it is paid on a one-off basis for each person. Prices of accommodation units are published in EUR and are calculated in KUNA at the NBH middle exchange rate on the day of settlement - payment. Novalja Travel reserves the right to change the published prices in case of a change in the accommodation prices by the service provider.


Inquiries and reservations of accommodation are received electronically and by telephone, in writing or in person at the agency's office.

When making a reservation, the customer confirms that he / she is familiar with these General Terms of Service, which he / she has carefully studied before, and that he / she fully accepts them. In this way, everything stated in these General Terms and Conditions becomes a legal obligation for both guest and Novalja Travel. Novalja Travel shall make available to the Contractor the relevant promotional material or program in printed or electronic form, present to him all relevant information regarding the Service, and submit or refer to him the general terms and conditions which are an integral part of this Agreement. When booking, the guest is required to provide all information required by the booking process. The reservation is valid with the payment of the guest, any other confirmation orally or in writing is not valid as a reservation. An advance payment of 30% of the total price must be paid for the reservation of the service, and the rest of the amount shall be paid not later than 21 days before the beginning of the use of the service, unless otherwise stated. Payment can be made to Novalja Travel's foreign currency or account or online credit card payment method. When purchasing services by means of remote communication by dictating the number of your credit card, it is considered that the customer fully accepts these General Terms and Conditions. Upon payment, a voucher with exactly indicated contracted and paid services will be forwarded to the guest. The voucher serves as proof of the booking of services. The guest is obliged to hand over the voucher upon arrival at the accommodation / reception of the agency, and on the basis of the voucher he will be provided with reserved services. Should more than one person enter the reserved accommodation unit than indicated on the travel documents (voucher), the service provider has the right to refuse accommodation to unannounced guests or to accept all guests at an extra charge for unannounced guests on the spot.

Note: All credit card payments will be made in Croatian Kuna. The amount your credit card will be charged for is obtained through the conversion of the price from the euro to the Croatian kuna according to the valid exchange rate of the Croatian National Bank. When charged with your credit card, the same amount is converted to your national currency according to the valid exchange rate of the card association. As a result of the price conversion, there is a possibility of a slight difference in the amount compared to the original price displayed on our website.


Novalja Travel is obliged to provide the guest accommodation / service in leased capacities for the reserved term, except in exceptional circumstances (war, unrest, strikes, terrorist acts, sanitary disturbances, natural disasters, interventions by the competent authorities, etc.).

Novalja Travel may propose changes to reserved accommodation or cancel the leased accommodation in whole or in part if, before or during the holiday, extraordinary circumstances occur that cannot be avoided or eliminated, and occurred at the time of the announcement and sale of the program would be a valid reason for Novalja Travel not to announce the offer and not to receive applications and confirmation of the lease of the accommodation units concerned.

If a guest makes a reservation that Novalja Travel cannot fill (online or at the wrong offer), the guest is offered an alternative.

If Novalja Travel is able to offer an alternative to the guest, the change of the booked accommodation can be done only with the approval of the guest. The alternative offered must be of the same or higher quality than the quality of the reserved accommodation. If the customer accepts the alternative and if it is more expensive, he is obliged to pay the difference. If the alternative is cheaper, Novalja Travel returns the difference to the guest.


In case the guest wants to change or cancel the reservation made at his request, he must do so in writing (by e-mail, mail). The change is the change in the number of persons or the date of commencement and / or termination of use of the service not later than 30 days before the start of use of the service. In case the reservation cannot be changed, and if the guest cancels the confirmed reservation, the cancellation policy below applies. A change of accommodation unit and any change within 30 days before the start of the reservation and during the use of the reservation is considered as a cancellation of the reservation.

In the case of cancellation of a fixed confirmed reservation of hotel accommodation, the date of receipt of the written cancellation shall be the basis for calculating the cancellation costs as follows:

1. For cancellation up to 30 days before the start of the service, 30% of the total price of the reservation will be charged,

2. For cancellation 29-15 days before the start of service, 50% of the total price of the reservation is charged

3. For cancellation 14 to 0 days before the start of service, 100% of the total price of the reservation will be charged

4. For cancellation of the reservation after departure, or if the guest does not show up at the reserved accommodation, 100% of the total amount of the reservation will be charged.

If the guest does not arrive at the reserved accommodation by midnight on the day the service starts and has not contacted the agency or the service provider, the reservation is considered canceled and cancellation costs are calculated according to the above. If the actual costs of cancellation exceed the above costs, the Agency reserves the right to recover the actual costs incurred.

The agency does not reimburse the guest for the costs incurred in obtaining the travel documents or visas related to the reservation which the guest cancels.


Novalja Travel is obliged to take care of the performance of the services, as well as the choice of the service provider, with the care of a good businessman, and to take care of the rights and interests of travelers in accordance with good customs in tourism. It is obliged to provide the traveler with all contracted services for a particular arrangement, and to provide answers for possible non-performance of services or part of services. All of these obligations will be fulfilled in full and in the described manner, except in case of "force majeure" or unforeseen circumstances. If possible, Novalja Travel will offer a replacement solution in such cases.


The traveler is required to have valid travel documents. The costs of loss or theft of documents are to be borne by him. The traveler is obliged to comply with the customs and foreign exchange regulations of the Republic of Croatia. He is obliged to abide by the house rules of the accommodation unit where the accommodation service is used, and to cooperate with the representative of Novalja Travel and the service providers in good faith.

The traveler is obliged to respect the house rules and peace and not interfere with the comfort of the stay of other guests in the house, especially between 22:00 and 10:00. Failure to adhere to these provisions may result in the owner's cancellation of hospitality. Non-registered persons are not allowed in the apartment. In case of damage, it should be reported to the host or agency Novalja Travel. On the day of departure, vacate the apartment till 10:00 AM, and leave the accommodation in the state in which it was received. In the event of non-compliance with these obligations, the passenger shall bear the costs and shall be liable for any damage caused.


Luggage is transported at the risk of the guest and therefore it is recommended that luggage be secured with the insurance company.

Novalja Travel is not responsible for damaged or lost luggage, or for theft of luggage or valuables in the accommodation unit. The guest shall refer the application for damaged or lost luggage to the accommodation provider and the competent police station.


The customer provides personal information voluntarily so that they can be used in the booking process and in the realization of the service and in further communication. Novalja Travel undertakes not to disclose guest's personal information to third parties except for the purpose of providing the service. The Guest agrees that his personal information may be used for the purpose of marketing activities of Novalja Travel.


The entry and transfer of personal and credit card number information is protected by the highest security standards provided by the AgentCash Online Credit Card Authorization System in accordance with the requirements of cardholders and card brands and PCI DSS standards. Credit card authorization and billing is done using AgentCash for real-time card authorization and billing.



If a traveler anticipates having to cancel a trip due to certain situations, Novalja Travel recommends paying a cancellation policy.


Novalja Travel also recommends a travel insurance policy for the guest: from the risk of accident and illness on the trip, insurance against damage and loss of luggage as well as voluntary health insurance.

By signing the Agreement: Novalja Travel-guest, of which these Terms and Conditions are an integral part, shall be deemed to have been offered to the guests and the recommended additional insurance referred to in the previous paragraph.

In the event that a customer requires the aforementioned insurance, they can be contracted directly with one of the insurers or with the agency, with the agency acting only as an intermediary. We recommend that you carefully review the insurance terms before purchasing.


The Contractor has the right to complain about the poorly performed contracted service. On the day of arrival, the traveler is obliged to immediately complain to the service provider's representative about the inappropriate service and try to find a suitable solution with it. The traveler is required to work with the service provider and the agency in good faith to remedy the deficiencies in the service. If this is not possible, the passenger is obliged to obtain a written confirmation that he has lodged a complaint which could not be satisfactorily resolved, and upon his return, notify Novalja Travel in writing as soon as possible and no later than 8 days after the end of the contracted service. If Novalja Travel receives an objection after 8 days, it is not obliged to consider it. Novalja Travel is obliged to issue a written decision on the objection within 14 days of receipt of the objection, and may delay the decision by another 14 days in order to collect information and verify allegations of the objection, of which it is obliged to inform the complainant's traveler in writing. Novalja Travel will only deal with complaints that it is determined that the cause could not be remedied on the spot. Until Novalja Travel makes a decision, the traveler waives any other person's mediation, UHPA arbitration, court or media release.


These general terms and conditions of travel are an integral part of the Contract concluded by the traveler with Novalja Travel.

The Traveler and Novalja Travel will endeavor to resolve the disputes by mutual agreement, otherwise they agree on the jurisdiction of the Pag Municipal Court, and Croatian law applies.

In Novalja, 07.10.2019.

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