General terms and conditions

1. General Provisions

These General Terms and Travel Conditions are an integral part of the Contract or service voucher concluded between Mustel Travel, a service trade and tourist agency, located at Ivana Meštrovića 24, Pakoštane, ID code: HR-AB-23-98544314 (hereinafter: the Agency) and the travel contractor (hereinafter: the Traveler). These Terms define the conditions under which the Agency enters into the Contract with the Traveler, which may vary in terms of legal responsibility.

For reservations where the Agency organizes additional services besides accommodation, the Agency acts as the Organizer. In all other cases, the Agency acts as an Intermediary (in the sale of accommodation and excursions). All information provided in these General Terms represents a legal obligation for both the Agency and the Traveler.

2. Scope of Offer

The Agency provides services based on the information published online and valid on the date of reservation confirmation, as well as according to the description and schedule as per the confirmed reservation, except in cases of force majeure, such as illness or death of the service provider or their immediate family, or extraordinary circumstances that cannot be foreseen or avoided (natural disasters like earthquakes, floods, sanitary disruptions, fires, droughts, wars, strikes, terrorist acts, and government-issued restrictions such as mobilization or travel bans).

3. Reservations and Payments

Accommodation inquiries and bookings can be made electronically, by phone, in writing, or in person at the Agency's office. By submitting a booking request, the Traveler confirms that they have read and understood these General Terms and fully accept them. All items listed herein constitute a legal obligation for both the Traveler and the Agency.

The Agency provides the Traveler with relevant materials in electronic format, all necessary information related to the reserved service, and refers them to these General Terms of Travel which form an integral part of the agreement. The Traveler is required to provide all information necessary for the reservation process.

To confirm an accommodation reservation, a deposit must be paid according to the selected payment method. The remaining balance must be paid no later than 30 days before the service start date, unless otherwise stated in the conditions accepted at the time of reservation. If the balance is not paid within the agreed deadline, the Agency reserves the right to cancel the reservation with prior notice to the Traveler.

Note for payment via bank transfer (for international travelers only): The Traveler must pay via bank transfer to the Agency’s foreign currency account. All bank fees (sender and recipient) are borne by the Traveler.

Note for credit card payments: All payments are processed in euros.

4. Tourist Tax

The tourist tax is included in the rental price.

5. Service Price

The accommodation service price includes the basic service as described in the price list associated with the booked unit. In cases where surcharges apply, the amount of the mandatory surcharge is shown in the price breakdown during the reservation process.

Optional additional services are not included in the base price and are available upon prior notice to the Agency and surcharge to the service provider. These are paid on-site in cash, following the instructions provided in the Agency’s offer. The Traveler must request or announce any special or additional services when booking accommodation.

In general, the price of private accommodation includes electricity, water, gas, bed linen, and any other services listed in the property description.

The Traveler is required to clean the apartment or holiday house before departure, regardless of any final cleaning service provided. Final cleaning by the Traveler includes dishwashing and storage, garbage removal, and sweeping of all rooms so the property is returned in good condition.

Service prices are listed in euros. The Agency reserves the right to change the published prices. For Travelers who have paid a deposit or full amount, the Agency guarantees the accommodation price listed in the calculation used for the payment.

If a price change occurs before payment is made, the Agency is obligated to notify the Traveler. Both parties agree that the Agency may increase the price up to 20 days before service commencement in case of currency exchange rate fluctuations. The Traveler has the right to cancel the reservation if the price increase exceeds 10% of the original reservation price, with a full refund of payments made. No compensation for damages is granted in this case.

6. Categorization and Service Descriptions

The offered accommodation units are described according to the official categorization by the relevant institution and based on the Agency representative’s inspection at the time of publication. Standards of accommodation, meals, and services may vary between locations and countries and are not mutually comparable. Information provided at the sales point is not binding for the Agency beyond what is published on the website www.mustel.hr, catalog, or other printed materials.

Parking is provided only if the service provider has one parking space available per accommodation unit, either on-site or nearby. An included parking space does not imply it is within the property, guarded, fenced, or covered.

7. Obligations of the Agency

The Agency is responsible for providing services, selecting service providers, and protecting the rights and interests of the Traveler in accordance with good tourism practices. The Agency will fulfill all obligations in full and as described, except in extraordinary circumstances (see section 2), in which case the provisions of section 12 apply.

8. Obligations of the Traveler

The Traveler is obliged to:

• possess valid travel documents;
• comply with customs and foreign exchange regulations of the destination country;
• verify visa requirements for entry into the destination or neighboring countries. If travel cannot continue due to regulation violations, all costs are borne by the Traveler;
• follow the house rules of the accommodation and cooperate in good faith with the service provider;
• present the service voucher (received via email) upon arrival at the destination;
• pay the remaining balance in euros on-site if that payment method was selected;
• notify in advance if bringing a pet, even if the property allows pets. The Traveler must specify the type and size, as additional conditions or charges may apply;
• report if arriving with more persons than allowed, including children. Accommodation for extra persons depends on the service provider and may incur additional charges.

Failure to comply with these obligations may result in extra costs and liability for damages. By confirming the reservation, the Traveler agrees to compensate any damage directly to the service provider on-site.

9. Traveler's Right to Modify or Cancel a Reservation

The Traveler must request all changes or cancellations in writing (email). Phone cancellations or modifications are not accepted. The date of receipt of the written request determines the cancellation fees. Requests received outside of working hours will be processed the next business day.

If the Traveler cancels a private accommodation booking within 2 hours of payment and more than 60 days remain before the start of service, the Agency will refund the paid amount within 10 business days. This applies only to the first cancellation.

Private accommodation cancellation terms:

• up to 60 days before service start – no cancellation fee;
• 59 to 30 days before service start – 80% of the total reservation cost;
• 29 to 0 days before service start – 100% of the total reservation cost;
• no-show – 100% of the total reservation cost.

Villa cancellation terms:

• up to 61 days before service start – no cancellation fee;
• 60 to 0 days before service start – 100% of the total reservation cost.

Transfer cancellation terms:

• up to 72 hours before service start – administrative fee of €15;
• within 72 hours or no-show – 100% of the total reservation cost.

The Agency charges an administrative fee of €25 for each canceled accommodation reservation. If the Traveler is entitled to a partial refund, it will be issued within 45 days.

If the Traveler fails to arrive by midnight on the first day of the service without prior notice, the reservation is considered canceled and the above terms apply.

10. Travel Insurance

Travel insurance is not included in the reservation price. The Traveler may purchase insurance independently or through the Agency. It is recommended to carefully read the insurance terms before purchase.

If the Traveler cancels a reservation without cancellation insurance, the conditions from section 9 will apply.

11. Luggage

The Traveler is responsible for their own luggage. The Agency is not liable for theft, loss, or damage to luggage at the accommodation. Use of a safe or luggage insurance is recommended. In case of loss or theft, the Traveler must notify the service provider and local police authorities.

12. Agency’s Right to Modify or Cancel

The Agency may change a reservation due to extraordinary circumstances. A replacement accommodation must be of the same or higher category at the same price. If a replacement is not possible, the Agency may cancel the reservation and fully refund the amount paid. The Traveler has no right to additional compensation.

If no suitable replacement is available on the day of service commencement, the Agency will inform the Traveler about available alternatives and refund the full reservation amount.