GENERAL TERMS AND CONDITIONS OF BUSINESS OF THE TOURIST AGENCY Vu Life journey – Vu Life centar Ltd. for services, trade, and tourist agency, Kralja Tvrtka 3, Vukovar registered in the Commercial Court Registry, OIB: 67681259330, MBS: 04932404

SUBJECT OF THE TRAVEL CONTRACT

The Contract regulates the mutual relations between the tourist agency Vu Life journey (hereinafter referred to as the Agency) and the passenger, or the travel contractor in the case where the travel contractor concludes a Travel Contract for the benefit of a third party as a passenger (hereinafter referred to as the Passenger). These General Terms and Conditions of Travel are an integral part of the Contract, as well as the Travel Program containing all the necessary information about the trip, as well as pre-contractual information. The Contract is considered binding after it has been concluded through websites or a similar online sales system, by email, including telephone service, without the simultaneous physical presence of the service user and Agency staff and the Passenger, and after the Passenger has fully paid the price of the tourist package or part of the price and indisputably ensures the payment of the remaining amount by the agreed date. If the Passenger is unable to personally sign the Contract, the Contract produces legal effects only when the Agency receives the entire agreed amount of the package price or, if explicitly agreed, part of the agreed price and documentation ensuring the payment of the remaining part of the price by the agreed date. When concluding the contract, the Passenger is obliged to provide personal data and timely submit all documentation necessary for organizing the trip. The Passenger guarantees that they have provided the Agency with correct and valid data necessary for the smooth realization of the trip and accepts all legal obligations arising from the Contract and positive legal regulations.

RESERVATIONS AND PAYMENT ► Upon registration, for reservation confirmation, the passenger pays 30% of the package price (unless otherwise stated in the program). The rest of the total package price is paid before the start of the trip according to the payment terms of the Contract, or documentation is provided for the undisputed collection of the total price by the second agreed payment deadline. If the passenger fails to fulfill this obligation, it will be considered that they have withdrawn from the reservation without the possibility of refunding the paid advance. For confirmation of reservations under “Last minute” offers, the Passenger is obliged to immediately pay the full amount or ensure undisputed payment. In case of cancellation of the trip by the Passenger under the aforementioned offers, the Agency has the right to retain the entire amount of the package.

HEALTH REGULATIONS ► The Passenger is obliged to inform the Agency of all facts regarding their health, habits, etc., which could jeopardize the course of the trip (if they require a certain type of food for health or other reasons, suffer from chronic illness, etc.).

PRICE ► The prices of arrangements are expressed in euros for each program and are valid from the day of program publication. Prices stated in the Agency’s travel programs are based on contracts with our partners and may not correspond to prices published on-site at the destination where the Passenger is staying, and any difference in price cannot be the subject of complaint. The Agency may, no later than 20 days before the start of the trip, request an increase in the agreed price if, after the day of contract conclusion, there has been a change in exchange rates affecting the travel price (according to the HNB exchange rate list, including the Croatian kuna) or a change in carrier or accommodation tariffs, which the Agency did not know or could not have known, or if an insufficient number of passengers have signed up. The price is increased proportionally to changes in input calculation values. The Passenger undertakes to accept an increase in the agreed price of up to 8%. If there is an increase in the agreed price by an amount greater than 8%, the Passenger has the right to withdraw from the arrangement, provided they notify the Agency in writing within 2 working days of receiving the notification. In case of withdrawal from the arrangement, the Passenger is entitled to a refund of the amount paid without the right to compensation. If the Passenger does not communicate their withdrawal to the Agency in writing within the specified period, it is deemed that they agree to the price change.

CANCELLATION OF TRAVEL BY THE ORGANIZER OR CHANGE OF TRAVEL PROGRAM ► If the Organizer significantly changes any of the essential elements of the program (package arrangement) before the start of the trip, they are obliged to inform the Passenger immediately. The Passenger may, within 2 working days of receiving the Organizer’s notification, accept the amended program or reject it. In case of rejection, the Agency – Organizer undertakes to refund the portion of the price paid by the Passenger within 14 days of contract termination. In case of acceptance, the replacement arrangement offered by the Organizer is considered a new travel contract, with the Passenger waiving all claims against the Agency – Organizer on any legal basis arising from the original Contract. If the Organizer fails to provide a significant part of the agreed services after the start of the trip or if it determines that it will not be able to provide most of the agreed services, the Organizer may, at its own expense and with the Passenger’s consent, make changes to the program for the continuation of the trip and, if necessary, compensate the Passenger for the difference in price between the agreed and actually provided services. With the written consent of the Passenger, the Organizer may replace the unexecuted part of the service with another service, whereby the Passenger waives the right to claims against the Organizer for such mutually agreed and amended part of the trip compared to the concluded Travel Contract. If the Organizer could not appropriately modify the travel program or if the Passenger, for justified reasons, does not accept the changes, the Organizer will, at its own expense, enable the Passenger to return to the place of departure or another location, if agreed by the Passenger, and refund them the unused portion of the contracted program price, based on the Passenger’s complaint. The Agency will address the complaint as specified in the Complaint Resolution section. The maximum amount of damages may be the price of the agreed arrangement. The Agency is authorized to unilaterally terminate the contract in whole or in part without obligation to compensate the Passenger if external extraordinary and unforeseeable circumstances occur that could not have been prevented, avoided, or eliminated at the time of concluding the Travel Contract. In this case, the Passenger is entitled to a full refund of the amount paid or the difference in price between the agreed and provided services. The Organizer reserves the right to cancel the trip, no later than 20 days before the start of the trip for trips lasting more than six days, 7 days before the start of the trip for trips lasting between two and six days, 48 hours before the start of the trip for trips lasting less than two days. The Organizer reserves the right to change the day or time of travel due to changes in flight schedules or unforeseen circumstances, the right to change the direction of travel if travel conditions change (changed flight schedule, security situation in a particular country, natural disasters, or other situations beyond the Organizer’s control), without compensation, according to applicable regulations in domestic and international traffic. The Agency does not accept responsibility for changes due to unforeseen circumstances and force majeure during the trip. In such a case, it may provide services considering the given situation. The Agency is not responsible for any errors in the printing of programs in brochures/catalogs or for incorrect data entry by operators on the Agency’s website.

CANCELLATION OF TRAVEL BY THE PASSENGER ► If the PASSENGER wishes to cancel the agreed trip or arrangement, they must do so in writing. The date of the written cancellation of the trip represents the basis for calculating the appropriate compensation (cancellation fee) according to the time remaining until the start of the trip. If the Passenger terminates the travel contract, the Agency charges the following amounts from the total price of the trip (arrangement) as compensation:

Travel within Croatia: For cancellation of the travel contract 45 days or more before the start of the trip, a fee of 15% of the total price of the trip is charged, but at least 13.27 euros; from 44 to 30 days before the start of the trip, a fee of 30% of the total price of the trip is charged; from 29 to 15 days before the start of the trip, a fee of 50% of the total price of the trip is charged; from 14 to 8 days before the start of the trip, a fee of 80% of the total price of the trip is charged; within 7 days or less before the start of the trip, a fee of 100% of the price of the trip is charged.

Bus travel within Europe: For cancellation of the travel contract 50 days or more before the start of the trip, a fee of 15% of the total price of the trip is charged, but at least 26.54 euros; from 49 to 35 days before the start of the trip, a fee of 30% of the total price of the trip is charged; from 34 to 20 days before the start of the trip, a fee of 50% of the total price of the trip is charged; from 19 to 10 days before the start of the trip, a fee of 80% of the total price of the trip is charged; within 9 days or less before the start of the trip, a fee of 100% of the price of the trip is charged.

Air travel and cruises: For cancellation of the travel contract 60 days or more before the start of the trip, a fee of 15% of the total price of the trip is charged, but at least 39.82 euros; from 59 to 45 days before the start of the trip, a fee of 30% of the total price of the trip is charged; from 44 to 30 days before the start of the trip, a fee of 50% of the total price of the trip is charged; from 29 to 20 days before the start of the trip, a fee of 80% of the total price of the trip is charged; within 19 days or less before the start of the trip, a fee of 100% of the price of the trip is charged.

The specified fees also apply to changes in departure dates or accommodation facilities, as well as to all other significant changes. The Agency charges actual replacement costs if the Passenger – the Contract holder cancels the trip, and finds another user for the same reservation who meets all the conditions for using the mentioned arrangement. If the Passenger fails to pay the remainder of the amount or secure the undisputed payment of the arrangement within the agreed period after paying the deposit when contracting, the Agency considers that the Passenger has canceled the travel contract, which implies charging a proportional fee according to the above scale. If the Passenger does not arrive at the reserved accommodation by 8:00 p.m. on the day of the start of the trip or does not show up at the start of the trip without notifying the Agency, the travel contract is considered canceled, and a proportional fee is charged according to the above scale. If the cancellation costs are higher than the above-mentioned proportional fee, the Agency reserves the right to charge the actual incurred costs. In the event of the termination of the travel contract, the Passenger does not receive reimbursement for visa procurement costs or travel documents. In the event that the Passenger cancels or shortens the trip due to bad weather or lack of snow, the above-mentioned scale of proportional fees or actual incurred costs applies.

Exemption from these cancellation scales may apply to school excursions, and in the event of a death in the family or a student’s hospitalization, which must be confirmed by medical documentation provided to the Agency no later than on the day of the trip, in which case the paid amount is fully refunded. We recommend purchasing travel cancellation insurance.

PERSONAL DATA AND CARD DATA PROTECTION ► Statement on the Protection and Collection of Personal Data and Their Use:
Vu Life journey undertakes to protect customers’ personal data by collecting only necessary, basic data about customers/users required to fulfill our obligations; informing customers about the manner of using the collected data, regularly giving customers the choice regarding the use of their data, including the option to decide whether or not their name should be removed from lists used for marketing campaigns. All customer data is strictly kept and accessible only to employees who need this data to perform their duties. All Vu life journey employees and business partners are responsible for respecting privacy protection principles.
All payments will be made in Croatian currency (EUR). The amount charged to your credit card is obtained by converting the price from another currency to EUR according to the current exchange rate of the Croatian National Bank. When charging your credit card, the same amount is converted into your local currency according to the credit card association’s exchange rate. As a result of this conversion, there may be a slight difference compared to the original price listed on our website.

Statement on the Protection of Personal Data Transfer
Protection of personal data in accordance with the General Data Protection Regulation of the European Parliament and Council No. 2016/679-Regulation and the implementation of the General Data Protection Regulation.

Monri WSPay, as the executor of authorization and credit card payment processing, processes personal data as a processor and handles personal data in accordance with the General Data Protection Regulation of the European Parliament and Council No. 2016/679 and strict PCI DSS L1 regulations on data entry and transfer protection. Monri WSPay uses a 256-bit SSL encryption SSL certificate and TLS 1.2 cryptographic protocol as the highest levels of data entry and transfer protection. Personal data used for authorization and payment or for the performance of contractual obligations or based on the Contract are considered confidential data.
The following personal data of the customer are necessary for the execution of the Contract (authorization and payment):

Name and surname
Email
Phone
Address
City
Postal code
Country
Card type
Card number
Card expiration time
CVV card code
Monri WSPay does not process or use this personal data except for the purposes of executing the authorization and payment contract. Monri WSPay guarantees compliance with all conditions stipulated by the applicable regulations on the protection of personal data for processors of personal data, especially by taking all necessary technical, organizational, and security measures, which is particularly confirmed by the PCI DSS L1 certificate.

DATA PROTECTION ► The passenger provides personal data voluntarily. Passenger’s personal data will be used in the process of realizing the contracted trip. The Agency undertakes to keep the passenger’s personal data in accordance with the Law and will not provide them to third parties, except partners participating in the realization of the contracted trip (e.g., accommodation, insurance, airline, carrier). The passenger agrees that their personal data may be used for further communication between the Agency and the passenger (e.g., letter of intent, payment instructions, notice of service realization).
The Agency implements physical, technical, and organizational measures to ensure the security of personal data (e.g., prevention of loss or damage, unauthorized alteration, access, or processing, and other threats to which personal data may be exposed due to human action, as well as physical or natural environment).

COMPLAINTS RESOLUTION ► The passenger has the right to lodge a Complaint due to the non-fulfillment of the contracted service. The passenger must submit a complaint in writing to the Agency within 8 days from the end of the trip. Complaints submitted after the expiration of the 8-day period will not be considered. It is emphasized that it is in the passenger’s interest to address written complaints to the service provider on the spot (reception, carrier, caterer, or travel agency at the destination) and to request a written confirmation from the service provider that the complaint has been received. Each PASSENGER – the Contract Holder submits a complaint separately. The AGENCY will not consider group complaints. The AGENCY is obliged to issue a written decision on the complaint within 15 days from the receipt of the complaint. If necessary, for the purpose of collecting information and verifying the allegations from the complaint, the AGENCY may postpone the deadline for issuing a decision for another 15 days, and it is obliged to inform the PASSENGER, the complainant, in writing about this. The AGENCY will only resolve those complaints for which the PASSENGER provides evidence that a written complaint was addressed to the service provider on the spot and that the cause could not be rectified on the spot. If due to the fault of the AGENCY there has been a failure to fulfill the program or part of the services, the PASSENGER has the right to compensation in the amount of the actual value of the unused services and cannot include already used services or the entire amount of the arrangement. In the case of contracting a “Last minute offer,” the passenger has no right to complain about the quality of accommodation. Until the AGENCY issues a decision, the PASSENGER waives the mediation of any other person, judicial institution, or provision of information to the media.

NOTICE REGARDING COMPLAINT PROCEDURE

In accordance with Article 6 of the Law on Provision of Tourism Services and Article 10, paragraph 3 of the Consumer Protection Act, we inform service users that written complaints regarding the quality of contracted services can be submitted to:

By mail to the address: Vu Life journey – Vu Life centar d.o.o., Kralja Tvrtka 3, 32 000 Vukovar
By email to the address: vulife.journey@gmail.com
We will provide you with confirmation of receipt of the complaint promptly in writing.
We will respond to the complaint in writing no later than 15 days from the date of receipt of the complaint.

Passengers may also use mechanisms for alternative dispute resolution. The body authorized for alternative resolution of consumer disputes in the Republic of Croatia is the Mediation Center at the Croatian Chamber of Economy, Zagreb, Roosveltov trg 2 (https://www.hgk.hr/centar-za-mirenje), email: mirenje@hgk.hr or tel.: 01 4848615

The buyer has the right to terminate the contract under Article 45 of the Consumer Protection Act.

The buyer can also submit a complaint to the Online Dispute Resolution Platform: https://webgate.ec.europa.eu/odr/main/index.cfm?event=main.home.chooseLanguage

INSOLVENCY GUARANTEE INSURANCE ► In case of payment impossibility or bankruptcy of the travel organizer, passengers found on the journey should contact the insurer.

Insurer: Generali osiguranje d.d., Slavonska avenija 1b, 10000 Zagreb, tel.: 01/4600400, policy number: P15-1020000960

LIABILITY INSURANCE FOR DAMAGES CAUSED TO PASSENGERS ► The AGENCY has concluded liability insurance for damages caused to the passenger by non-fulfillment, partial fulfillment, or improper fulfillment of obligations related to the package arrangement.

Insurer: Generali osiguranje d.d., Slavonska avenija 1b, 10000 Zagreb, tel.: 01/4600400, policy number: P13E-1025323573

INSURANCE

The organizer is obliged to offer passengers insurance against accidents and illness during travel, damage and loss of baggage, voluntary health insurance during travel and stay abroad, cancellation insurance, and insurance covering the costs of assistance and return of passengers to the place of departure in case of accidents and illness.

As insurance representatives, we additionally offer you a package of travel insurance:

Health insurance
Trip cancellation insurance
Accident insurance
Baggage insurance
Please note that the trip cancellation policy can only be issued upon booking confirmation. For additional information, please inquire with the Agency.

BAGGAGE ► Transportation of baggage up to a certain weight, determined by the carrier, is free of charge. In air transport, excess baggage is subject to an additional fee paid by the passenger according to the carrier’s applicable rules and rates. Children up to 2 years of age are not entitled to free baggage transport. The Agency does not assume responsibility for lost or damaged baggage.

We recommend purchasing baggage insurance.

TRAVEL DOCUMENTS, COMPLIANCE WITH REGULATIONS ► A passenger traveling abroad must have valid travel documents. Upon registration or until the day of concluding the contract, the PASSENGER is obliged to provide the Agency with all necessary data related to travel documents. The Agency does not guarantee obtaining visas. The passenger is responsible for ensuring that they, their documents, and baggage meet the requirements prescribed by visa, border, customs, health, and other regulations, adhere to house rules in catering and hotel facilities, and cooperate with the Agency’s representative and service providers in good faith. In case of failure to comply with these obligations, the Passenger is liable for any damages incurred, and the Agency disclaims any liability for such damages. In such cases, the Passenger settles the amount of damage with the owner of the facility or the carrier (hotel, apartment, bus, etc.). We recommend that each Passenger personally obtains information on the website https://www.mvep.hr and views the list of countries with a high or moderate risk according to the opinion of the Ministry of Foreign and European Affairs of the Republic of Croatia. The Agency may direct the Passenger to a source of information but in no way assumes responsibility for the consequences that may arise for the Passenger due to non-compliance with these regulations. Invalid travel documents, or visa refusal resulting in trip cancellation, in no way obligate the Agency, and cancellation terms apply. The Agency disclaims any liability for damages resulting from non-compliance with the regulations of individual countries or caused by invalid travel documents.

FINAL PROVISIONS ► These General Terms and Conditions of Travel (travel instructions) supersede all previous travel terms and instructions. By signing the Travel Agreement, the Passenger confirms that they understand, acknowledge, and accept all provisions of the Travel Agreement and General Terms and Conditions of Travel. The parties undertake to resolve any possible disputes amicably. In the event of a dispute, the local jurisdiction of the court is determined according to the Agency’s registered office, and Croatian law applies.