Terms of Services
GENERAL TERMS AND CONDITIONS – ACCOMMODATION RESERVATION
1. INTRODUCTORY NOTES - These terms define the conditions between us, Idilira d.o.o., Krapina, Bobovje 52G, OIB 50648671889, as the travel agency and intermediary (hereinafter referred to as "the Agency"), and you, the traveler, guest, who has entered into a contract with us for accommodation services and other services through our website www.idilira.com.
The Agency treats all guests equally, and these terms apply to all guests using the Agency’s services. The Agency acts as an intermediary when booking accommodation services, while it is considered the organizer if the guest arranges additional services with the Agency. It is advisable to carefully read all the information on our website and verify the details confirmed at the time of your reservation, as this information forms the basis of your contract with us. By making a reservation for accommodation or any other service through our site, you enter into a legal relationship with our agency and it is considered that you accept all the terms and provisions outlined herein. These general terms bind the Agency, the guest who paid the deposit for accommodation and/or additional services via the Agency, and the accommodation provider in the part related to the quality of accommodation and conditions related to the accommodation, which they have agreed to.
2. AGENCY OFFER - The Agency provides accommodation and other services according to the information published on the website (specifically on the Agency's website). The Agency ensures the provision of services according to the details published on the website, based on the description and the terms of the individual reservation at the time the reservation is confirmed, except in cases of extraordinary circumstances that cannot be foreseen or avoided (force majeure, inability to enter or exit the country, pandemic).
3. RESERVATION AND PAYMENT METHOD - The Agency operates electronically via the website www.idilira.com, where the guest selects accommodation or another service. When creating reserving accommodation or other services, the guest must read these general terms before making the reservation. The Agency provides the guest with appropriate materials in electronic form, presents all relevant information related to the reserved service, and directs them to these General Terms, which are an integral part of this agreement. When making a reservation, the Guest is required to provide all the necessary information as requested during the reservation process. For accommodation reservations, the Guest must pay a deposit of at least 30% of the total value of the reserved accommodation for the selected period unless otherwise specified during the reservation process. The remaining balance of the total value of the reserved accommodation must be paid no later than 30 days before arrival at the selected accommodation (unless different conditions are specified for a particular property). If the guest does not settle the remaining balance of the deposit and the full accommodation price at least 30 days before using the accommodation service, the reservation will be considered canceled on the thirtieth day before using the accommodation service,
and the guest will not be entitled to a refund of the paid deposit. A reservation is considered confirmed by the guest with the payment of the deposit or the full amount of the reservation price. The described payment methods apply to all properties unless otherwise stated, with which the guest will be made aware at the time of confirming the reservation. The accepted methods of payment for the deposit and the remaining balance of the agreed accommodation price are bank transfers, credit cards, PayPal, and Google Pay. All payments will be made in EUR currency. During payment, there may be discrepancies in the amount charged compared to the price stated on the Agency’s website due to exchange rate differences. The Agency is not responsible for exchange rate differences or costs and fees associated with other banking institutions. Promotions and discounts cannot be combined or added together. Each reservation may contain only one discount.
4. PRICE - The accommodation price includes the service specified in the description of the specific guest reservation. The basic service primarily refers to the accommodation and other services that are customary for the accommodation. Utility costs (water, gas, electricity, internet subscriptions, etc.), maintenance costs for the interior and exterior check-in and tourist tax, vat, and additional services. The accommodation price includes the check-in fee, tourist tax, and VAT, all of which are included in the total rental price published in EUR. If the tourist tax is payable in cash on the guest's arrival at the accommodation, this will be specifically noted during the reservation process. The price of the tourist tax depends on the destination, the period of stay, and the number of guests. Additional services refer to services not included in the basic accommodation package, which the guest must specifically request and select from the offered services during the reservation process. These services are charged separately at the prices specified for each additional service. During the reservation process, the guest will be clearly informed about which services are included in the accommodation price and which services will incur additional charges based on the guest's selection. The total amount of the reservation, including any additional services, will also be presented to the guest before the reservation is confirmed.
5. GUEST'S OBLIGATIONS - The guest is obligated to carry valid travel documents and inform themselves about the required documentation for entering the Republic of Croatia and/or passing through neighboring countries, as well as customs and currency regulations if traveling with cash and/or food. If the guest cannot arrive at the agreed time due to any violations of regulations concerning their travel or border crossing, the guest will bear all resulting costs and will not be entitled to a refund of the paid accommodation in the event of no-show or delayed arrival. The guest must present the accommodation payment confirmation (voucher) upon arrival. The voucher will be sent to the guest via email immediately after the payment is made. The service is reserved exclusively for the person and accompanying persons listed on the voucher, and no other persons are allowed to stay in the accommodation. It is prohibited to invite other people for events such as parties, celebrations, or other large gatherings unless agreed upon in writing before the reservation and with the appropriate payment made (if applicable). The guest must inform the Agency if they plan to arrive with more people than listed in the reservation, but still within the capacity of the accommodation unit. In this case, the Agency will issue a new voucher with the correct number of persons. By confirming the reservation, the guest agrees to settle any damages caused to the accommodation directly with the lessor on the spot, at the latest when leaving the accommodation. During the stay, the guest must responsibly use all energy resources within the accommodation and leave the accommodation in an orderly state upon departure. The guest is not authorized to rearrange furniture and/or pictures within the accommodation and must use the accommodation as it was rented. If the guest is traveling with a pet, they must verify whether the accommodation they are renting allows pets and under what conditions. The Agency advertises these conditions according to the rules of each individual lessor. If the lessor charges an additional fee for the pet’s stay, the Agency will inform the guest of this charge at the time of booking, and the fee will be immediately included in the accommodation price. In any case, the guest must declare the presence of a pet when making the reservation, specifying the type and size of the pet. If the guest fails to inform the Agency about bringing a pet, the lessor is authorized to deny the service without liability for damage or refund of the paid accommodation price. In such cases, the Agency is not obliged to accept complaints from the guest regarding the quality of the reserved accommodation or service. It is the guest’s responsibility to care for their pet during the stay. The Agency and the lessor do not guarantee the safety of the pet in the accommodation; the guest is solely responsible for their pet. A youth group is a group of guests under the age of 25. Special conditions apply to youth groups according to the rules of each specific property. These groups must be pre-registered before every reservation and immediately after. If approval is not obtained before the reservation, the Agency has the right to deny the group’s reservation. In some properties, youth groups are never welcome, which is usually specified on the individual property page.
6. AGENCY OBLIGATIONS AND RESPONSIBILITIES - The Agency undertakes to provide accurate and complete information about accommodation units, prices, and services through its website and other communication channels. The Agency will take all reasonable measures to ensure that accommodation units correspond to the description on its website and in printed materials. In case of any discrepancies between the accommodation unit and the description, the guest has the right to notify the Agency, which will take appropriate measures to rectify the situation as soon as possible. The Agency is responsible for providing information related to the promotion and description of accommodation units but is not responsible for damages or losses that may occur to guests during their stay, unless the damage results from the Agency’s or the host's negligent or malicious actions. The Agency is not responsible for damages resulting from the guest’s non-compliance with the conditions of stay, including but not limited to, damage to the accommodation, illegal behavior, or violation of the laws of the Republic of Croatia. If there is any change in the conditions related to the accommodation, the Agency will notify the guest as soon as possible and try to offer alternative options. If the Agency is unable to provide suitable accommodation or an alternative option, the guest is entitled to a full refund of the paid amount..
7. OBLIGATIONS OF THE HOST - The host is responsible for maintaining the accommodation units in good condition and ensuring that all agreed conditions are met. The host must provide the guest with accommodation that matches the description on the Agency's website or in printed materials. The host has the right to request a deposit to cover any potential damages or additional costs incurred during the guest’s stay. The deposit will be refunded to the guest after the accommodation has been inspected, minus any costs for damage caused by the guest. The host undertakes to respect the conditions related to pets, special requests, and additional services agreed upon with the guest.
8. OTHER PROVISIONS - All parties involved in the accommodation reservation agree to abide by the terms of this agreement. In the event of a disagreement arising from a misinterpretation, they will attempt to reach an amicable settlement. If a settlement is not possible, the parties agree that the competent court in Krapina will resolve the matter, in accordance with the laws of the Republic of Croatia.If any provision of this agreement is declared invalid or null and void, the remaining provisions will remain in effect and continue to apply in accordance with the conditions valid at the time of signing the agreement. The Agency reserves the right to amend these terms and conditions, and any changes will be marked as a new version on the Agency's website. The parties will be notified of any changes in a manner that allows them to understand and accept the amendments.
9.GUEST'S PERSONAL BELONGINGS - The guest is responsible for the safekeeping of their personal belongings brought into the accommodation. The Agency is not responsible for theft, loss, or damage to belongings left unattended by the guest. This includes high-value items (valuables), and the guest is recommended to either use the safe service where available or not leave such items unattended. Lost items must be reported to the host and, if desired, to the relevant police authorities.
10. AGENCY'S RIGHT TO CHANGE OR CANCEL - The Agency has the right to change a reservation in the event of extraordinary circumstances that cannot be anticipated, avoided, or remedied (force majeure, pandemics, natural disasters, significant damage to the accommodation). The conditions for changing the reservation are that the guest has been duly informed of the change and that an alternative accommodation of the same or higher category is provided. In the case where alternative accommodation cannot be found, the Agency has the right to cancel the reservation, notifying the guest before the start of the service. In this case, the Agency will refund the full amount paid for the reservation. The guest will not have the right to claim compensation for damages but will be refunded the entire amount paid for the reservation. If the Agency is unable to find alternative accommodation on the day the service was supposed to begin, it is obligated to provide the guest with information on available accommodations that are not part of the Agency's offer and refund the full amount paid for the reservation.
11. COMPLAINT RESOLUTION - If the guest notices inadequate cleaning, damage, or other deficiencies in the accommodation upon arrival, or has any other complaints, they must submit the complaint without delay, and no later than 24 hours after check-in. Complaints about cleaning should be reported immediately. Complaints should be directed directly to the host or their authorized representative. If the complaint is not resolved to the guest’s satisfaction, the guest should contact the Agency directly. In case of dissatisfaction with an unperformed or poorly performed service, the guest can file a complaint about the service and inform the Agency via email at [email protected] or by phone during the Agency's working hours, as indicated on the Agency’s website. The guest will cooperate with the host and the Agency to resolve the issue if possible. If the guest leaves the accommodation due to dissatisfaction without submitting a complaint to the Agency, they have no right to request a refund of the reservation or compensation for damages, regardless of the validity of the complaint. If the guest accepts the solution offered on the day of the complaint, they have no right to submit the same complaint later. If the issue is not resolved even after the Agency's intervention, the guest is required to send a written complaint, along with supporting documentation and photos proving the basis of the complaint, to the Agency’s email [email protected] later than 7 days after departure. The Agency will only consider complaints submitted within the specified period that contain proof of the complaint’s basis. After receiving the complaint, the Agency will make a decision within 14 days. While the resolution process is ongoing, and no later than 14 days after submitting the complaint, the guest irrevocably waives mediation by any third parties (e.g., arbitration through UHPA or other institutions), media involvement, or the right to legal action. The maximum compensation for a complaint may not exceed the amount of the service being disputed and cannot include already used services or the entire accommodation cost.
12. PROTECTION OF PERSONAL DATA - The guest provides personal data voluntarily. The personal data of the guest is required for the realization of the requested service and will be used for further communication. The Agency undertakes not to transfer the guest’s personal data outside the country or to third parties, except for the purpose of providing the requested service. The guest's personal data will be stored in the Agency’s database in accordance with the management decision on the collection, processing, and storage of personal data.
13. MISCELLANEOUS - By confirming the reservation and paying the deposit or the full amount of the reservation, the guest confirms their agreement to the above terms and conditions.
14. JURISDICTION - The guest and the Agency agree to make efforts to resolve any disputes arising from the application of this Agreement amicably. If this is not possible, they will submit to the decision of the competent court in Zagreb, with Croatian law being the applicable law.
GENERAL TERMS AND CONDITIONS – TOURS, IN VILLA SERVICES
1. INTRODUCTORY NOTES - These terms define the conditions between us, Idilira d.o.o., Krapina, Bobovje 52G, OIB 50648671889, as a travel agency (hereinafter: the Agency), and you as the contracting party, the guest, who has entered into an agreement with us for the reservation of tours and other services through our website, www.idilira.com. We apply the same approach to our customers and provide them with the same benefits. These Terms and Conditions primarily apply to the purchase of tours and the products and services within the In villa services offering. The Agency offers these products and services as additional offerings to guests who have booked and rented accommodation through the Idilira web portal.
2. PRICE - The price includes the elements of the service listed on the Agency’s website or other forms of electronic communication. For other services requested by the guest, for which the Agency can accommodate, a special price will be determined. In case some services (food, accommodation, tickets, recreational activities, etc.) are paid directly to a third party, this will be noted in advance and in a timely manner. The guest has the right to cancel the contract without a fee and receive a full refund if the service significantly differs from the description on the Agency’s website. Permitted methods of payment for products and services are bank transfers, credit cards and PayPal. All payments will be made in EUR currency. Payment may result in a discrepancy from the amount stated on the Agency's website due to exchange rate differences. The Agency is not responsible for exchange rate differences or costs and fees associated with other banking institutions. Promotions and discounts cannot be combined. Each reservation can contain only one discount.
3. CONCLUSION OF THE CONTRACT - By paying for the selected product or service on the Agency’s website, the contract is concluded. The order receipt will be confirmed by email.
4. RESERVATIONS For one-day tours and In villa services, the guest must pay the full amount upon reservation and accepts the General Terms and Conditions of travel.
5. CHANGES DUE TO EXTRAORDINARY CIRCUMSTANCES - The Agency has the right to change elements of the program/service due to circumstances that affect the execution of the services, which are beyond the Agency's control (weather conditions, traffic issues, illness, risky situations, etc.). The Agency will make changes according to its possibilities and in agreement with the guest. If the service cannot be carried out due to these reasons, the guest has the right to a full refund.
6. CANCELLATION BY THE AGENCY - The Agency will cancel the service due to generally accepted valid reasons (illness, death, extraordinary situations, etc.) or for services where a minimal number of guests has not been registered due to profitability. Guests who made a reservation will be notified in time, and the paid amount will be fully refunded.
The guest can cancel the service at any time in writing by email to [email protected]. The Agency is entitled to charge cancellation fees depending on the time of cancellation by the guest, prior to the start of service realization. In case of cancellation less than 10 days before the start of service realization, the Agency retains 100% of the paid amount. If the guest cancels the service while it is being used, except for generally accepted valid reasons, they are not entitled to a refund.
7. OBLIGATIONS OF THE AGENCY - The Agency undertakes to provide all services according to the specified items in the service/product description on the Agency’s website and to care for the rights and interests of the guest in accordance with good business practices in tourism. The Agency is not responsible for the non-fulfillment of services caused by force majeure events beyond its control.
8. COMPLAINT RESOLUTION - If a guest is dissatisfied due to an unprovided or poorly delivered service, they have the right to file a complaint and notify the Agency via email at [email protected] or by phone, using the contact information and during business hours published on the Agency’s website. While the resolution process is ongoing, and for a maximum of 7 days after the complaint has been submitted, the guest irrevocably waives the right to involve any third party, to provide information to the media, or to initiate legal proceedings. The maximum compensation per complaint may amount to the value of the complained part of the service, but it cannot include any services already used.
9. PERSONAL DATA PROTECTION - Guests provide their personal data voluntarily. Personal data is necessary for the processing and fulfillment of the requested service and will also be used for further communication with the guest. The Agency commits not to transfer the guest’s personal data abroad or disclose it to any third party, except when required for the fulfillment of the requested service. The guest’s personal data will be stored in a database, in accordance with the Management’s decision on the method of collecting, processing, and storing personal data.
10. MISCELLANEOUS - By confirming the reservation and paying the deposit or the total amount of the reservation, the guest confirms their agreement with the above stated terms and conditions.
11. JURISDICTION - The guest and the Agency agree to attempt to resolve any disputes arising from the application of this Agreement amicably. In the event that this is not possible, they submit to the jurisdiction of the competent court in Zagreb, with Croatian law as the applicable law.
GENERAL TERMS AND CONDITIONS – ONLINE SHOP
INTRODUCTORY NOTES
These terms define the conditions between us, the company Idilira d.o.o., based in Krapina, Bobovje 52G, OIB 50648671889, as the seller and provider of e-commerce services at www.idilira.com, and you, as our customer entering into a purchase agreement with us. We apply the same approach and offer equal benefits to all our customers.
These Terms and Conditions primarily relate to the purchase of goods through our online shop, such as:
In villa service – Zagorje bundle (basket of local products) and Local drink collection. The Idilira online shop offers its products as an additional service to customers who have booked and rented an accommodation unit through the Idilira web portal.
CONCLUSION OF THE PURCHASE AGREEMENT
You can conclude the purchase agreement remotely through our online store.
By placing and submitting an order on our website, the purchase agreement is considered concluded. We will confirm the receipt of the order by email.
Products are delivered in the ordered and available quantity. In specific cases (especially in the case of promotions or sales), we reserve the right to set a maximum quantity that can be delivered.
WITHDRAWAL FROM THE CONTRACT WITHOUT STATING A REASON
In accordance with the Consumer Protection Act, you have the right to withdraw from a contract concluded electronically within 14 days of delivery of the goods, without stating any reason.
The 14-day period starts from the moment you, or a third party designated by you (who is not the carrier), take possession of the goods covered by the contract. If you wish to exercise this right, you must notify us of your decision to withdraw from the contract within the specified time period. The best way to do this is by sending your decision via email to: [email protected]. You can fill out and submit the Contract Withdrawal Form electronically, which is available on our website. We will send you confirmation of receipt of your withdrawal notice without delay, via email.
If you decide to withdraw from the contract, we will refund the purchase price.
In the case of withdrawal within 14 days from the delivery date, you are also entitled to a refund of the delivery costs, in the amount equivalent to the cheapest delivery option we offered.
The refund will be made without delay and no later than 14 days from the date of withdrawal.
However, in accordance with the Consumer Protection Act, we will issue the refund only after the goods have been returned to us, or once you provide proof that the goods have been sent back, whichever comes first. The refund will be issued using the same payment method you used, unless you agree otherwise – and in that case, no additional costs will be charged.
You must return the goods without delay, and no later than 14 days from the day of your withdrawal, to the following address:
Idilira d.o.o., Bobovje 52G, 49000 Krapina.
You bear the cost of returning the goods.
Please note that you do not have the right to withdraw from the contract if the goods have been opened or are no longer in their original packaging.
COMPLAINTS (WRITTEN OBJECTION)
If you discover a defect after delivery, the seller will send a new product identical to the one ordered as compensation.
We take responsibility for product defects if they appear within two years from the delivery date or before the expiration date of the product.
A product is considered defective if it is past its expiration date, not delivered in the agreed quantity, or if an incorrect product was delivered. Please note that increased sensitivity or allergic reactions to delivered goods cannot be considered a product defect.
Likewise, any issues with complimentary gifts or promotional items that were not part of your original order are not considered defects. Product images on our web store are for illustrative purposes only and do not represent a binding depiction of product characteristics (e.g. packaging may differ due to changes by the manufacturer).
You can send your written complaint to [email protected] using the complaint form available [here]. We will confirm receipt of your complaint without delay.
Please describe the nature of the defect in the form, attach photographs clearly showing the issue, and explain how the defect is manifested.
Send the claimed goods together with the completed complaint form to:
Idilira d.o.o., Bobovje 52G, 49000 Krapina.
We will inform you about the progress of your complaint, especially regarding receipt, acceptance, or rejection, via email. We will make a decision on the complaint without delay.
We are required to respond to your written objection within 15 days. If we fail to do so, you have the right to withdraw from the sales contract. It is essential that you cooperate fully so that we can meet the specified time frame. If your complaint is justified and the goods are returned, we will cover the return shipping costs.
PAYMENT AND DELIVERY METHODS
You can choose your preferred payment and delivery method from the available options we offer. The total order price will be calculated in the final step of the ordering process. The payment and delivery methods we currently offer are:
1. Bank Transfer
Payment via internet banking, or by submitting a payment order at your bank or post office, to the business account of IDILIRA d.o.o.
IBAN: HR2823600001103159041
SWIFT/BIC: ZABAHR2X
2. Online Payment:
One-time Payment:
Credit cards – (Maestro, MasterCard, VISA, PBZ Card Premium Visa, PBZ Visa Inspire, Diners, Discover, DinaCard)
PayPal
Installment Payment: PBZ Card
For amounts between 2,000 – 4,000 EUR, up to 3 installments
For amounts above 4,000 EUR, from 4 to 6 installments
Idilira d.o.o (www.idilira.com) uses Monri WSPay for online payments.
Monri WSPay is a secure system for online payments, enabling real-time payments via credit and debit cards and other payment methods.
Monri WSPay ensures secure entry and transmission of card information for both the customer and the merchant, as confirmed by the PCI DSS certificate. Monri WSPay uses SSL 256-bit encryption and the TSL 1.2 cryptographic protocol, providing the highest level of security for data entry and transmission.
DELIVERY
The delivery of ordered products to the accommodation unit reserved by the customer through the Idilira website is included in the price of the ordered goods. Delivery takes place on the selected day between 9:00 and 11:00 AM to the accommodation unit.
MISCELLANEOUS
We can offer our customers various discounts, gifts, and vouchers (coupons). Their usage is governed by the rules, which we will inform the customer about for each individual case. Unless otherwise stated, each discount or gift voucher can only be used once, and only one voucher of the same type can be used per purchase. Unless otherwise stated, discounts cannot be combined. In the event that the value of the gift voucher exceeds the total purchase value, the difference will not be transferred to a new voucher nor will the unused amount be refunded.
BASIC INFORMATION
The seller is obliged to issue a receipt to the customer. The invoice for the ordered products will be delivered electronically, and by completing the purchase, the customer agrees to receive the e-invoice. The contract will be concluded in the Republic of Croatia, and Croatian law will apply.
All listed prices, including discounted prices, are valid until further notice or until stocks run out. We can modify these terms at any time, and the changes will come into effect the day they are published on our website. From that moment, they will apply to all concluded contracts. We are not obligated to notify anyone specifically about the change in terms.