General travel conditions

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TRAVEL AGREEMENT AND GENERAL CONDITIONS AND INSTRUCTIONS FOR TOURIST ARRANGEMENTS

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1. Subject of the contract
The subject of this contract is the regulation of mutual relations between travel organizers – the travel agency Semper Supra j.d.o.o. / Mosaic Travel (hereinafter referred to as Mosaic Travel) and the PASSENGER, i.e. the travel contractor in the event that the travel contractor enters into this contract for the benefit of a third party as a passenger (hereinafter referred to as the PASSENGER).

This travel contract also contains the General Conditions and instructions for tourist arrangements, i.e. it refers to the travel program that contains all the necessary information. The contract is considered binding after it has been signed by an employee of the agency (an employee of the Mosaic Travel agency or any other agency authorized to sell Mosaic Travel arrangements) and the TRAVELER, and after the TRAVELER has paid the price of the tourist arrangement in full or a part of the price and indisputably ensures payment of the remaining amount by the agreed date. If the traveler is unable to sign the contract in person, the contract becomes legal only when Mosaic Travel receives the entire agreed amount of the price of the arrangement or, if it was expressly agreed, part of the agreed price and documentation that indisputably ensures the payment of the remaining part of the price by the agreed date. A PASSENGER can register for a trip at all Mosaic Travel branches and other authorized agencies in person, by phone, on the Internet or by any other means of remote communication. When concluding the contract, the PASSENGER is obliged to provide personal data and submit all documentation necessary for organizing the trip in a timely manner. The PASSENGER guarantees that he has provided Mosaic Travel with correct and valid information necessary for the smooth realization of the trip and accepts all legal obligations arising from this contract and positive legal regulations.
2. Reservations and payment
When checking in, to confirm the reservation, the traveler pays 30% of the price of the arrangement (unless otherwise specified in the program). The balance up to the total price of the arrangement is paid no later than 21 days before the start of the trip, or documentation is provided for undisputed payment of the total price of the arrangement. If the PASSENGER does not fulfill his obligation no later than 21 days before departure, he will be considered to have abandoned the reservation without the possibility of returning the advance payment. For all reservations, including “on request” reservations (when there are no places for a certain arrangement at the time of the passenger’s registration for a certain trip, but Mosaic Travel is able to provide them additionally) Mosaic Travel charges a fee for the reservation costs in the amount of EUR 10 (according to the contract ), and in the event that there are less than 21 days left until departure for such a reservation “on request”, the corresponding part of the price of the arrangement is paid according to the terms of Article 8 of this contract.

Mosaic Travel undertakes to process such a requested reservation “on request” within 2 working days (Saturday is not considered a working day) and to notify the PASSENGER of this in writing or orally. If Mosaic Travel does not inform the TRAVELER about what has been done within the specified period or is unable to secure a reservation for the requested arrangement, the entire amount of the payment will be fully returned to the TRAVELER. If the PASSENGER does not accept the reservation requested and confirmed by Mosaic Travel, the payment costs will not be refunded, including the compensation for the reservation costs. To confirm reservations for “Last minute” offers, the PASSENGER is obliged to immediately pay the amount of the arrangement in full or ensure undisputed payment of the entire amount of the arrangement.
3. Prices
Travel prices are published in the travel program and are valid from the day the program is published. Package prices do not include compensation for booking costs, which are charged additionally in the amount of EUR 10 (according to the contract) when booking. The prices listed in Mosaic Travel programs are based on the contract with our partners and do not have to correspond to the prices published on the spot in the destination where the traveler is staying, and any price difference cannot be objected to.

The travel organizer can provide that the TRAVELER pays for certain services that will be used abroad on the spot in the currency of the country in which he is located. For services that are paid on the spot, the PASSENGER submits any complaint directly to the service provider. Mosaic Travel can, no later than 21 days before the start of the trip, demand an increase in the agreed price if, after the conclusion of the contract, there was a change in currency exchange rates or an increase in the price of the services that make up the package deal, in particular an increase in transportation costs, including fuel costs, or an increase in fees (in airports and other ports, etc.), increases in the price of accommodation, which affect the price of travel. In this case, the price of the arrangement will increase reciprocally to the increase in the price of the calculative elements on the basis of which the price was formed.

The PASSENGER undertakes to accept an increase in the agreed price of up to 10%. If there is an increase in the agreed price in the amount of more than 10%, the PASSENGER has the right to withdraw from the arrangement, with the obligation to notify Mosaic Travel in writing within 2 working days of receiving the notification. In case of cancellation of the arrangement, the PASSENGER has no right to compensation. If the PASSENGER does not submit his cancellation to Mosaic Travel in writing and within the specified period, he is considered to have agreed to the price change.
4. Categorization and description of services
The offered hotels, apartments or other facilities in the Mosaic Travel programs are described according to the official categorization of the country in question at the time the program is issued. We point out that local categorization differs significantly in individual countries. Accommodation, food, comfort and other services are under the supervision of local and national tourism authorities, and the standards of accommodation and services are different and not comparable.

Mosaic Travel does not assume responsibility for any oral or written information that is not in accordance with the description of services and facilities in Mosaic Travel programs valid for the mentioned trip, which was given either by Mosaic Travel employees or a third party. The schedule of accommodation in rooms or apartments is determined by the reception in the place of stay. If the TRAVELER has not expressly agreed on a room/apartment with special characteristics, he will accept any officially registered room/apartment for rent in a particular facility or destination described in the travel program. Accommodation is not possible before 4 p.m. on the day the service begins, and it must be vacated by 10 a.m. on the day the service ends, unless otherwise stated in the travel program. For later individual arrivals at accommodation facilities (after 8 p.m.), it is necessary to notify Mosaic Travel beforehand, at least one day before departure, if such a later arrival is not foreseen in the travel program.
5. Travel documents, compliance with regulations
A PASSENGER applying for a trip abroad must have valid travel documents. The PASSENGER is obliged to submit to Mosaic Travel all the necessary information and documents for obtaining a visa for the country to which he is traveling, when registering or by the deadline specified in the program. Mosaic Travel does not guarantee obtaining a visa. If the PASSENGER does not fulfill the stated obligations or his request for a visa is rejected, it will be considered that the PASSENGER has abandoned the trip.

The PASSENGER is obliged to comply with customs, foreign exchange and other regulations. If the PASSENGER cannot continue the trip due to non-compliance with the regulations, he/she bears all the costs and consequences that arise as a result. If the PASSENGER loses his travel documents or they are stolen during the trip, he is obliged to provide new ones at his own expense. The PASSENGER is obliged to ensure that he personally, his documents and luggage meet the requirements stipulated by visa, border, customs, health and other regulations, both of the Republic of Croatia and of the country to which he is traveling, to observe the house rules in catering and hotel facilities, and to cooperate with representative of travel organizers and service providers in good faith. In case of non-compliance with the above obligations, the PASSENGER is responsible for the damage caused, and Mosaic Travel removes any responsibility for such damage. In this case, the PASSENGER settles the amount of damage with the owner of the facility (hotel, apartment, etc.) at the reception.

When signing the contract, the Mosaic Travel employee will introduce the traveler to the sources of information about the country to which the TRAVELER is traveling, including the opinion of the Ministry of Foreign Affairs of the Republic of Croatia. We recommend every TRAVELER to get information in person on the website www.mvep.hr and view the list of countries of high or moderate risk according to MVEP of the Republic of Croatia. We recommend all travelers who are not citizens of Croatia and do not have Croatian travel documents to personally inform themselves about the country they are traveling to and the conditions that must be met for traveling to that country, bearing in mind the different regulations that apply to citizens of individual countries, before paying for the package. Mosaic Travel can refer the TRAVELER to the source of information, but in no way assumes responsibility for the consequences that may arise for the TRAVELER as a result of non-compliance with these regulations. Invalid travel documents, i.e. non-approval of a visa, which results in cancellation of the trip, does not oblige Mosaic Travel in any respect, and the conditions for canceling the trip apply. Mosaic Travel disclaims all responsibility for damage that would result from non-compliance with the regulations of individual countries or that would be caused by invalid travel documents.
6. Travel insurance
In accordance with the Act on the provision of services in tourism, the agency’s employees are obliged to offer the TRAVELER a “package” of travel insurance consisting of: voluntary health insurance during the stay abroad, insurance against the consequences of an accident, luggage insurance and travel cancellation insurance. By signing the contract, the PASSENGER confirms that he has been offered a travel insurance package. In the event that the PASSENGER requires the mentioned insurances, they can be arranged directly with one of the insurers or with Mosaic Travel, whereby Mosaic Travel only participates as an intermediary. By signing this contract, it is considered that the PASSENGERS have been offered and recommended the insurance listed in the previous paragraph.
7. Insurance against the risk of trip cancellation
If the PASSENGER foresees when applying for the trip that he would have to cancel the trip due to certain situations, we recommend paying for a cancellation insurance policy. Cancellation insurance cannot be paid later, but only when registering for the trip. Termination insurance is valid only in the following cases, with mandatory written confirmation: military service, illness, death in the immediate family. If the TRAVELER does not have contracted cancellation insurance, and has to cancel the trip and has a certificate of military service, illness or death, Mosaic Travel reserves the right to payment according to the rules specified in Article 8 of this Agreement. In case of cancellation of the arrangement, the cost of obtaining a visa is not paid even if the PASSENGER has paid cancellation insurance. By paying the cancellation insurance policy, the PASSENGER transfers all its claims to the insurance company whose cancellation insurance policy it owns, and Mosaic Travel undertakes to provide the traveler with all the documentation necessary to realize the PASSENGER’s claims against the insurance company, which relate to the arrangement. All cancellation conditions are listed in the insurance policy, and we recommend that every PASSENGER read them personally.
8. Cancellation of the trip by the passenger

If the PASSENGER cancels the paid arrangement, Mosaic Travel deducts from the total price of the arrangement (unless otherwise stated in the program):
• up to 30 days before departure, 10% of the price of the arrangement, and at least 20 EUR
• 29-22 days before departure 30% of the price of the arrangement
• 21-15 days before departure 40% of the price of the arrangement
• 14-8 days before departure 80% of the price of the arrangement
• 7-0 days before departure and after departure 100% of the price of the arrangement

The above costs apply to changes in the date of departure or the accommodation facility, as well as to all other important changes. Mosaic Travel charges the actual replacement costs if the PASSENGER – contract holder cancels the trip and finds another user of the same reservation who meets all the conditions for using the mentioned arrangement.
If 21 days before departure the PASSENGER has not paid the rest of the amount or ensured indisputable payment of the arrangement, Mosaic Travel considers that the PASSENGER has abandoned the reservation, without the possibility of returning the advance payment for the trip.

9. Cancellation of travel by Mosaic Travel or change of travel program
If Mosaic Travel significantly changes the program, accommodation or price before the start of the trip, it is obliged to notify the PASSENGER in writing without delay. The PASSENGER can accept the changed program or reject it within 2 working days of receiving the notification from Mosaic Travel. In case of deduction or rejection of the offer, Mosaic Travel undertakes to return the paid part of the price to the PASSENGER within 7 working days. In case of acceptance, the replacement arrangement offered by Mosaic Travel is considered a new travel contract, with the PASSENGER waiving all claims against Mosaic Travel on any legal basis arising from the original contract. If, after the start of the trip, Mosaic Travel has not provided most of the contracted services, or if it judges that it will not be able to ensure the fulfillment of most of the contracted services, Mosaic Travel may, at its own expense, and with the consent of the PASSENGER, make changes to the program for the continuation of the trip and, if necessary, compensate the PASSENGER for the price difference between contracted and actually provided services. With the written consent of the PASSENGER, Mosaic Travel can replace the unperformed part of the service with another service, whereby the PASSENGER waives the right to claims from Mosaic Travel for such mutually agreed and amended part of the trip in relation to the concluded travel contract.

If Mosaic Travel could not adequately change the travel program or if the PASSENGER does not accept the changes for justified reasons, Mosaic Travel will, at its own expense, enable him to return to the place of departure or some other place, if the PASSENGER agrees with this, and compensate him for any possible damage which he suffered in the process. The damage is paid in the amount of the part of the price of the unused part of the contracted program, based on the PASSENGER’s complaint. Mosaic Travel will handle the complaint in the manner specified in point 11 of this contract. The largest amount of damage can be the price of the contracted arrangement.

Mosaic Travel is authorized to unilaterally terminate the contract in whole or in part, without the obligation to compensate the TRAVELER, if external extraordinary and unforeseeable circumstances occur that could not be prevented, avoided or removed, and which, if they had existed at the time of the conclusion of the contract on organizing the trip, would have been justified a reason for Mosaic Travel not to enter into a contract. In this case, the PASSENGER has the right to a full refund of the amount paid, i.e. the price difference between the contracted and provided services.

Mosaic Travel reserves the right to cancel the trip, no later than 5 days before the start of the trip, if the trip was canceled by the travel organizer for whom Mosaic Travel was the intermediary in the sale of the specified arrangement, or if the minimum number of passengers required for the realization of the arrangement specified on each individual trip was not registered for a particular trip. travel program or for some other valid reason.

Mosaic Travel reserves the right to change the day or time of travel due to a change in the flight schedule or due to the occurrence of unforeseen circumstances, the right to change the direction of travel if the conditions for travel change (changed flight schedule, security situation in a certain country, natural disasters or other situations that Mosaic Travel is not responsible for may affect), and without compensation of damages, and according to the valid regulations in domestic and international traffic.

Mosaic Travel does not assume responsibility for changes due to unforeseen circumstances and force majeure during the trip. In this case, it can provide services based on the given situation. Mosaic Travel is not responsible for possible printing errors in the program as part of brochures / catalogs, as well as for incorrect data entries by operators on Mosaic Travel web pages.
10. Trips organized by other organizers/tour operators
These General Terms and Conditions apply to all arrangements where Mosaic Travel is the main organizer, except in the case where Mosaic Travel is an intermediary or is not the main travel organizer. Such arrangements will be specially marked and the general terms and conditions of the responsible organizer apply to them, and Mosaic Travel is not responsible for the implementation of tourist arrangements by other organizers. By signing the contract, the TRAVELER fully accepts the program and conditions of the trip.
11. Resolving objections
The PASSENGER has the right to complain due to the unfulfilled contracted service. The PASSENGER is obliged to submit a written complaint to Mosaic Travel within 8 days of the end of the trip. Objections filed after the 8-day deadline will not be considered. We emphasize that it is in the interest of the PASSENGER to act in good faith and express his willingness to resolve the complaint during the trip, and send his written complaint to the service provider on the spot (reception, transporter, restaurateur or travel agency at the destination) and request written confirmation from the service provider that received a complaint. Each PASSENGER – contract holder submits a complaint separately. Mosaic Travel will not consider group complaints.

Mosaic Travel is obliged to issue a written solution to the complaint within 15 days of receipt of the complaint, in the manner in which the complaint was received (by e-mail, mail or personal delivery, which will be answered by a written shipment with a return receipt). Mosaic Travel will handle only those complaints for which the PASSENGER provides proof that he has sent a written complaint to the service provider on the spot and that the cause could not be eliminated on the spot. If, due to Mosaic Travel’s fault, the program or part of the services were not fulfilled, 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 concluding a contract on organizing a trip as a “last minute” trip or a contract where the name of the accommodation facility is known to the TRAVELER only upon arrival at the destination (actions), the TRAVELER accepts all the risks of such a trip. Such trips contain uncertain facts that Mosaic Travel cannot influence, and the PASSENGER accepted such a trip primarily because of the favorable price, and therefore the PASSENGER has no right to complain to Mosaic Travel.

Until Mosaic Travel decides on the passenger’s complaint, the PASSENGER waives mediation by any other person, judicial institution or providing information to the media.
12. Health regulations
The PASSENGER is obliged to inform Mosaic Travel about all facts regarding his health, habits, etc., which could endanger the progress of the trip (if he is looking for a certain type of food for health and other reasons, suffers from a chronic disease, allergies, etc.). In some programs, special rules for travel are specified, which include mandatory vaccinations and the acquisition of appropriate documents. The PASSENGER is obliged to complete the mandatory vaccinations as well as possess certificates and documents to that effect. We recommend paying for a health insurance policy.
13. Baggage
Baggage transportation up to a certain weight, determined by the carrier, is free of charge. In the case of air transport, the PASSENGER pays for excess baggage according to the applicable rules and prices of the carrier. Children under the age of 2 are not entitled to free baggage transportation. Mosaic Travel assumes no responsibility for lost or damaged luggage. Claims for lost luggage should be made to the carrier or hotel. In the case of air transport, the airline company is solely responsible for the baggage, based on the regulations that apply in air traffic. In case of lost luggage, the PASSENGER fills out the PIR form of the airline that carried out the transport and hands it over to the representative of the airline, keeping one copy for himself. On the basis of the completed form, the airline pays him compensation according to the regulations that apply in domestic and international passenger air traffic.

In case of loss of luggage in the hotel, the PASSENGER submits a request to the hotel where the luggage was lost. We recommend paying for a luggage insurance policy.
14. Insurance in the case of insolvency or bankruptcy of the tour operator
In accordance with the Act on the provision of services in tourism, Mosaic Travel concluded an insurance contract with the insurer in case of insolvency or bankruptcy of the travel organizer due to which the travel service is absent, i.e. for reimbursement of the costs of the PASSENGER’s return to the place of departure. In the event of an insured event, the PASSENGER should contact the insurer (NAME OF INSURER), phone: (TEL NO.) (guarantee insurance policy number: 000000000) as soon as possible. This document is valid as a Certificate of Insurance in case of bankruptcy or insolvency of the tour operator.
15. Liability insurance
In accordance with the Law on the provision of services in tourism, Mosaic Travel has with the insurance company (NAME OF INSURER), concluded a Liability Insurance Contract for damage caused to the traveler by non-fulfilment, partial fulfillment or irregular fulfillment of obligations, number 000000000. Agency employees will inform the PASSENGER of the content of the valid Insurance contract against liability for damage caused to the TRAVELER by Mosaic Travel’s non-fulfillment, partial fulfillment or improper fulfillment of obligations related to the package deal, and the TRAVELER confirms by signing the travel contract that he is familiar with the content of the aforementioned insurance contract
16. Protection of personal data
The PASSENGER provides personal data voluntarily. The PASSENGER’s personal data is necessary in the process of realizing the agreed arrangements and will be used for further communication. Mosaic Travel undertakes not to take the PASSENGER’s personal data out of the country except for the purpose of realizing the agreed arrangements. The exception to the provision of personal data to third parties refers to the contracting of travel insurance policies, i.e. if the PASSENGER takes out an insurance policy, then his personal data will be forwarded to the insurance company. PASSENGERS’ personal data will be stored in the database, in accordance with the Decision of the Company’s Management on the method of collecting, processing and storing personal data. THE PASSENGER agrees that his personal data can be used for the purpose of implementing contractual arrangements and marketing actions of Mosaic Travel.
17. Information
Notifications that the traveler receives at the check-in point do not bind the organizer to a greater extent than the notifications and information specified in the travel program itself.
18. Final provisions

These travel conditions and instructions exclude all previous travel conditions and instructions. The general conditions and travel instructions are an integral part of the contract that the TRAVELER enters into with Mosaic Travel, i.e. the authorized travel agency where he applied for a trip organized by Mosaic Travel.
The parties undertake to resolve possible disputes amicably. If this is not possible, in the event of a dispute, the court in Zagreb is competent, and Croatian law applies.

Semper Supra j.d.o.o. / Mosaic Travel

Zagreb, June 15, 2024