Terms & Conditions

1. The Offer

Val Tours travel agency, Trg hrvatskih velikana 01, 23 210 Biograd na moru (further on referred to as the agency),provides accommodation services in accordance with the General Terms and Conditions, and with the period and details of the confirmed reservation, and the information published on the website www.val-tours.hr.

The agency is not liable for circumstances caused by conditions beyond its control, including wars, riots, strikes, acts of terrorism, natural disasters, sanitary disruptions, restrictions by local authorities, death or illness of service provider and such.)

The agency can not be held liable if the customer does not ask for details that are important to him, and which are not listed in the description, or for all the details that are not clear to the customer or for which the customer feels, that the description is not entirely clear.

The agency can not be held responsible for the descriptions on the websites not owned by the Agency, and / or websites which maintenance is not performed by the Agency.

2. Booking and Payment

Inquiries and booking of accommodation can be done electronically, by mail, fax or in person at the office of the agency. After the receipt of the inquiry, the agency will check the availability of the required service and confirm the required service to the client, or offer alternative possibilities. If the client is agreeing with the offer, a final confirmation from the client is required. During the booking process, the client is obliged to correctly supply the agency with all the necessary and required data. With the final confirmation of the booking, the client also confirms that he is familiar with the General Terms and Conditions, and that he accepts them in their entirety. Thus, everything stated in the General Terms and Conditions becomes legally binding both for the client and the agency. After the final confirmation has arrived, the agency sends to the client the proforma invoice for the advanced payment with all the necessary details for the bank transfer. After the deposit payment had arrived to the bank account of the agency, the agency sends to the client a confirmation of the receipt. For the booking of the service, the advanced payment of 50% of the total price is required, by bank transfer with shared banking costs (Val Tours bears only the costs of Croatian banks), while the balance has to be transferred at least 30 days prior to the arrival date (unless otherwise negotiated). The client can, as well, transfer the total amount right upon the receipt of the proforma invoice. The agency can make an exception to this rule in case of a "last minute" booking.

  The payment can take place in the following manners:

  • cash payment in the office of the agency Val Tours, Trg hrvatskih velikana 01, 23 210 Biograd na moru
  • by bank transfer to the bank account of the agency - all the necessary details to perform the bank transfer are delivered to the client on the proforma invoice for the advanced payment.
  • online payment with credit card: Visa, MasterCard®, Maestro®

If a customer decides to pay online using a credit card, the agency will provide the customer with a link using which the customer may perform the payment online over secure pages (SSL protection).


Credit card purchase security statement

Confidentiality of your information is protected and secured by using SSL encryption. Pages for web payment are secured by using Secure Socket Layer (SSL) protocol with 128-bit data encryption. SSL encryption is a data coding procedure for prevention of unauthorized access during data transfer. This enables a secure data transfer and prevents unauthorized data access during communication between user and Webteh WebPay Payment Gateway and vice versa. Webteh WebPay Payment Gateway and financial institutions exchange data by using their virtual private network (VPN) which is also protected from unauthorized access. Webteh is PCI DSS Level 1 certified payment service provider. Credit card numbers are not stored by Merchant and are not available to unauthorized personnel.

Conversion statement

All payments will be effected in Croatian currency. The amount your credit card account will be charged for is obtained through the conversion of the price in Euro into Croatian kuna 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 exchange rate of credit card associations. As a result of this conversion there is a possibility of a slight difference from the original price stated in our web site.

3. The Price of the Accommodation

The price of the service includes the basic service as described for the reserved accommodation unit. Special or extra services are those services which are not included in the base price of the accommodation (marked "on request" in the description of the accommodation unit or Price List/Rates or additional services that are available through prior notification and additional payment) and as such are to be paid by the customer along with the reservation amount or at the spot, as indicated in our offer. Special and extra services/requests must be requested or announced during the reservation process.
The average cost of electricity, water and gas is included in the price of the accommodation as are all the sheets and bedding items, final cleaning and other added services which are noted in the description of each accommodation unit. The customer is obligated to leave the premises clean and tidy before departure, regardless of the final cleaning charge set by the proprietor. Final cleaning includes washing and stacking of dishes, trash removal and sweeping all the rooms in the accommodation unit so that the accommodation unit is left neat and tidy. The customer should also bring the toilet paper (apart from when staying at a hotel).

The service rates are stated in Euros. The agency reserves the right to change the published rates. Customers who have paid the deposit for a certain reservation are guaranteed by the agency the accommodation rate listed on the calculation based on which the deposit payment was made. Should rate changes occur prior to the deposit being paid, the agency is obligated to inform the customer of these changes.
The rates listed in our offers and programs are formed according to agreement made with our contractors and do not necessarily match the rates stated on the spot at the accommodation unit in which the customer resides. Possible differences in rates cannot be subject to complaint.
Should the number of people arriving to the reserved accommodation unit exceed the number indicated when the reservation was confirmed by the agency, the service provider has the right to withhold service to unannounced travellers or accommodate all travellers provided that additional payment for the unannounced travellers is made on the spot. In this case, the agency does not acknowledge any complaints for quality or services provided at the booked accommodation.

All of the published prices are referring to stays longer than 3 nights. If the stay is equal or shorter than 3 nights, the price becomes 30% higher.

4. Categorization and Service Description

Accommodation units offered by the agency are described in accordance to the official categorization of the authorized institution, and based on onsite assessment prior to being put in the agency's online offer.
Standards for accommodation, food, services, etc. differ from place to place, country to country, and cannot be compared. The agency is obliged only by the information published on the internet pages www.val-tours.hr and www.val-tours.com

Each and every client should get a clean and orderly accommodation unit, and each and every client shall receive clean bed linen. For those clients who are staying longer than one week, fresh bed linen will be provided weekly.

The clients can start their stay in the accommodation unit after 2:00 PM on the arrival date, and on the last day of the booked period, they shall leave the accommodation unit by 10:00 AM. The delivery of the keys to the accommodation unit takes place in the very unit by the owner or the agency's representative, or in the agency.

5. The Agency's Rights to Changes and Cancellation

The agency reserves the right to change or modify a reservation in case of circumstances caused by conditions beyond its control that cannot be predicted, avoided or rectified (see Article 1). The agency also reserves the right to change, modify or cancel the reservation in case that the total number of persons (including children) intending to use the accommodation are higher than the capacity of the accommodation in question. Booked accommodation can be substituted only provided that customer is notified in time and only by an accommodation unit of the same or higher category, but at the price confirmed during booking.

Should the substitute accommodation be available only in an accommodation unit of higher category and should the price of the substitute accommodation be higher by 15% or more than the initially booked accommodation, the agency reserves the right to charge the price difference upon consulting the customer.

In cases where substitute accommodation for paid accommodation is not available, the agency reserves the right to cancel the reservation upon prior customer notification (at least 7 days before arrival) and guarantees the refund of the complete paid amount.
Should an adequate substitute accommodation not be available on the day of arrival, the agency will provide information on available accommodation that is not included in the agency's offer and guarantees the refund of the complete paid amount.

6. The Client's Rights to Changes and Cancellation

Should the client wish to change or cancel a reservation, this must be done in written form (email, mail, or fax). The following are examples of changes: changes to the number of customers, changes to arrival / departure dates. Changes must be made at least 30 days prior to the arrival date.
The first change to the reservation is free of charge, unless it entails further expenses for the agency. For all further changes to the reservation, 15 EUR will be charged per change. Should a change to the reservation not be possible and should the client cancel for this reason, the conditions for the cancellation of reservation listed below will be enforced. Any changes of the accommodation unit or any other changes within 30 days before the arrival date or during the use of the accommodation unit shall be considered as a cancellation of the reservation.

In case of the cancellation of the reservation, the date of receipt of the written cancellation is used to calculate cancellation costs (the deposit payment is not refundable regardless of the date of the cancellation) as it follows:

  • For cancellation for more than 29 days before arrival date, 50% of the accommodation price will be charged (the already paid deposit will not be returned),

  • For cancellation from 28 - 15 days before arrival date, 60% of the accommodation price will be charged,

  • For cancellation from 14 - 8 days before arrival date, 80% of the accommodation price will be charged,

  • For cancellation within 7 days before arrival date, 100% of the accommodation price will be charged.

Should the customer not arrive at the booked accommodation unit before midnight on the arrival date, and the customer has not contacted the agency, the reservation is considered to be cancelled, and therefore the cancellation costs will be charged as described above.

  7. The Obligations of the Agency and the Host

It is the agency's obligation to take care of the realization of the services, choice of hosts, and customers' interests and rights according to accepted customs and practices in tourism. The host is obliged to make all reserved services available to the client, so he is responsible to the client for any possible unfulfilled yet reserved services or part of these services. The agency will carry out all stated obligations in full and as described above, except in circumstances caused by conditions beyond its control.

8. The Obligations of the Client

The customer is required to:

  • have valid travel documents,

  • respect and abide by all customs and foreign exchange regulations of the destination country to obey customs regulations and currency exchange regulations of the country where the destination is located,

  • respect and abide by all customs and foreign exchange regulations as well as the laws and other regulations of the Republic of Croatia as well as other countries through which he/she passes through or resides in, and enquire whether or not he/she requires a visa for the destination country as well as neighbouring countries.  In the event the customer or someone in his party is unable to continue the trip as a result of being in direct violation of these regulations, the customer is responsible for all related expenses and will be charged for the reserved services in full, whether these were used or not.

  • abide by house rules of the accommodation units as well as cooperate with the service providers in a well-intentioned manner

  • provide the agency upon arrival with travel or personal documents of themselves and all their fellow passengers in purpose of tourist registration, and settle the balance payment if there is a balance payment left.

  • provide the agency with true and complete relevant information and documentation, by programs that have certain health requirements for the participants. The agency reserves the right to cancel the reservation anytime, upon finding out that the client has withheld information that may cause damage to the client, the agency, or the provider, in which case the client will be charged fully the price of the reserved program as well as any damages that occurred therefrom.

  • inform the agency about the challenged persons in his group and to inquire if this accommodation unit is recommendable for such a case, if in the description of the accommodation unit it is not specifically stated that the accommodation unit in question is challenged persons friendly

  • provide true information about the total number of persons intending to use the accommodation (including children). If upon arrival it would be found that the actual number of persons is higher than the announced number of persons, the agency reserves the right to cancel the reservation at sight, and the customer has no right for any compensation and/or complaint. There is no rule under which minor children can stay free and without notice in the accommodation units.

  • inform the Agency when making an inquiry, if the customer plans to bring along a pet, even if it is stated that pets are permitted in the accommodation description.  It is necessary to announce the type and size of the pet, and if pets are allowed it does not necessarily mean that the pet can move freely everywhere.

Should the customer not follow the above listed obligations, the customer is liable for caused damage and must cover the expenses.
By confirming the reservation, the customer has agreed to compensate the service provider on the spot for any potential damages caused by his/her own negligence.

9. Luggage

The agency is not responsible for damaged, destroyed or lost luggage, as well as for the theft of luggage or valuables in the accommodation unit.

10. Travel Insurance

Travel insurance is not included in the published prices.

11. Resolving Complaints

Should the paid services not be provided, or be provided inadequately, the customer is entitled to seek reasonable compensation by filing a written complaint. Every customer is entitled to file a complaint if the paid service is not provided. Every customer - reservation holder, files a separate complaint.

Complaint procedure:

  • The client is required to complain to the service provider about the inadequate service immediately on the day of his/her arrival and to notify the agency as well. Furthermore, the client is required to cooperate with the agency's representatives and the service provider in good faith in order to rectify the problem. If the client refuses to accept the solution that is in accordance with services paid for, the agency is not required to accept any further complaints referring to this service.

  • If the client  would leave the accommodation unit on his own initiative, and finds another accommodation, thus not making it possible for the agency to try to solve the problem, then the client looses the right for a reimbursement or for taking legal action for an atonement.

  • The client is required to send a written complaint, along with the signed report of the host about the situation and any possible invoices regarding the caused damages, to the agency by email at  This email address is being protected from spambots. You need JavaScript enabled to view it. or by mail at Val Tours travel agency, Trg hrvatskih velikana 01, 23 210 Biograd na moru, within 8 days upon returning from holiday. The agency assumes responsibility to make a written decision to the complaint within 14 days upon receipt of the complaint. Until the agency presents its solution, the customer refrains from mediation by any other party, arbitration by the Association of Croatian Travel Agencies, or from taking the matter to court, and from informing the press.

  • The maximum compensation per complaint can amount to the cost of the part of the service(s) in the complaint. It cannot amount to the total paid to the agency and cannot include services already provided.

12. Jurisdiction

Should the customer not be satisfied with the solution to the complaint, the matter can be taken to court (Biograd na moru court jurisdiction).

13. Personal Data Gathering and Protection Statement

We are committed to provide service of protection of our customer's personal data in a way that we collect only essential basic information about our buyers that are necessary for fulfilling our obligations. We also inform our customers about the way we collect information and regularly give customers an option about how their information will be used, including the possibility to decide whether their name should be included or omitted from the lists used for marketing campaigns.

All user information are strictly guarded and are available only to the employees who need those information for completing the job.

All our employees and business partners are responsible to follow the principles of confidentiality protection.

14. Notice

Upon payment of the advance or the total amount, the customer accepts the General Terms and Conditions in their entirety.