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General terms and conditions

General terms and conditions

Package travel, linked travel arrangements, excursions, accommodation and other travel services


Rudi express d.o.o. Čakovec, Travel agency Rudi travel (Travel agency in continuation) guarantees the implementation of the travel service according to the package program and / or promotional material it sells. The content of the tourist service will be realized by the agency in full and in the described way, except in exceptional circumstances (war, riots, strikes, terrorist actions, sanitary disturbances, natural disasters, interventions of competent authorities, sudden changes in timetables, delays of aircraft and other means of transport, weather troubles, traffic accidents, etc.). The travel agency is not responsible for the implementation of the tourist service for which it is not the responsible organizer but only mediates in the sale. The Travel Agency is not responsible for any errors in the press or on the website, or for subsequent changes in new editions of promotional materials and packages programs before the conclusion of the Agreement, in such case the responsible are the data mentioned in the Agreement and not on promotional materials and/or websites.


Reservations and Applications for travel services are accepted in the office of the Travel Agency and in the offices of authorized travel agencies, by submitting the necessary information by fax, e-mail, mail or via the Internet. Based on the received application, the Travel Agency will offer the traveler an Agreement that is considered binding after it has been signed by the contracting parties or otherwise clearly confirmed its consent (Internet, fax, e-mail, credit card number, bank account payment) and when the Travel Agency receives the appropriate payment by the upfront agreed deadline. When applying, the traveler is obliged to provide all information and / or documents necessary for the providing the travel service and is responsible for all damages caused to him or the tour operator due to inaccurate and / or incomplete data or documents. If the traveler is a minor and the travel contractor is not the parent (guardian) of the child, the contract is considered binding or produces legal effects only when the above conditions are met and when the parent (guardian) of the child agrees with the agreed trip or contract regulations, by signing a contract or giving special written consent.

a) Unless otherwise stated in the package, when applying for a travel services, the passenger pays 30% of its value and the rest up to the total price no later than 45 days before departure for cruises and long journeys, and 21 days before departure for other services. If the passenger does not fulfill this obligation, he will be considered to have canceled the reservation without the possibility of return payment of the advance.

b) For the trip, the passenger is obliged to pay 100% of the price no later than 7 days before the trip.

c) For the air ticket, the passenger is obliged to pay 100% of the price when receiving the ticket.

d) An advance payment according to the price list of the responsible organizer is paid for “reservations on request”. The travel agency will not accept the reservation on request without an advance payment. If the traveler does not accept the confirmed reservation made at his request, the agency will keep the advance paid in full.

e) If the guest in the Travel Agency reserves accommodation that will start using the same day and which will be paid in full in the accommodation facility, the Travel Agency will charge the cost of the reservation, unless otherwise specified in the contract with the accommodation facility, handling fee of 50.00 croatian kuna per reservation. Based on the paid handling fee, the guest will receive a written confirmation of the reservation containing all the necessary information about the accommodation.


The content of the travel service includes everything that the agency stated in the package program / promotional material for that travel service. Special services are services that are not included in the price and therefore the traveler pays for them separately, such as: transfers, additional meals, optional excursions, port and / or air taxes, tickets, travel insurances, tips, etc. These services should be requested when applying and are paid on the basic price. If the Tourist Agency requests it, the traveler is obliged to pay in advance and separately the fees, charges or tickets determined by special regulations where the amount cannot be influenced by the agency, and which are necessary for the providing of the service. Optional and special services requested by the traveler during the trip are paid in the currency of the country in which the service is provided. The travel agency is not responsible for the change in their prices that may occur from the moment the trip is published until its realization. The prices of tourist services are published in HRK, and calculated according to the prices of services in reference currencies at the selling rate of the commercial bank of the travel organizer on a certain day. The travel agency reserves the right to change the published prices if after the conclusion of the contract there are changes in the exchange rate of the contracted currency, increase of transportation costs, including fuel costs or increase fees for certain services (airports and other airports, etc.) that affect the price travel, which it could not know or could not influence.


The offered accommodation facilities, restaurants, means of transport, etc. are described according to the official categorization of the local tourist organization at the time of issuing the package program. Standards of accommodation, food, services, etc. of individual places and countries are different and not comparable. The schedule of accommodation in rooms or apartments is determined by the reception in the place of stay. If the traveler has not explicitly contracted a room/apartment of special characteristics, he will accept any officially registered room/apartment for rent in a particular facility or destination described in the package program/promotional material or on the Internet. If possible, the Travel Agency will try to satisfy the traveler’s additional request for accommodation (comfort, room orientation, floor, etc.), but cannot guarantee the fulfillment of such request. Entry into the accommodation unit is (unless otherwise stated in the package program) is usually between 3 and 8 PM, and they usually have to leave by 10 AM on the day of departure and/or completion of the service. For later arrivals in accommodation units (after 8 PM) it is necessary to inform the agency in advance, and at least one day before departure if such a later arrival is not provided by the package program or the traveler informs the authorized person in the accommodation unit. The information that the traveler receives at the sale office or from a third party does not bind the agency to a greater extent than the information in the travel program/promotional material or on the website


The travel agency has the right to change the package program if extraordinary circumstances occur that cannot be foreseen, avoided or eliminated (see article 1. of these General Terms and Conditions). Contracted accommodation can be replaced only by accommodation of the same or higher category. The travel agency reserves the right to continue the trip without passengers who do not show up on time and at the place of departure or continuation of the trip, and the travelers absence will be considered a cancellation of the travel service. The travel agency reserves the right to change the time and day of departure due to a change of timetable or other circumstances mentioned above, as well as the right to change the direction of travel due to changed circumstances, without compensation to the traveler and according to applicable regulations in passenger traffic. If the Travel Agency makes significant changes in the essential components of the trip (program, accommodation, price) before the start of the trip, it will without delay inform the traveler in written form and offer him an amended contract. The passenger can accept or reject the modified package program within the set deadline from the receipt of the notification.


A travel agency may cancel a trip in whole or in part if extraordinary circumstances occur before or during its duration that cannot be avoided or eliminated. If there is no official letter from the Ministry of Foreign Affairs of the Republic of Croatia on the travel ban for safety reasons, ie the responsible travel organizer or airline, the trip is not canceled, or in case of cancellation of your choice, cancellation costs from these General Terms and Conditions apply. The travel agency may also cancel the trip if the required number of travelers provided for the trip is not registered. With the package program for each trip, the Travel Agency announces the minimum number of travelers. The travel agency is obliged to inform all travelers about the cancellation at least 5 days before the start of the package and again 32 hours before the start of the trip, transfer, occasional transport and return the entire amount paid, and the travelers waive the right to compensation. The traveler is not entitled to a refund of insurance costs, visas, vaccinations, and similar services.


If a traveler wants to cancel a travel service, he must do so in written form. The date of receipt of the written notice is the basis for the calculation of damages. The calculation of compensation for cancellation is calculated on the entire amount of the price of the travel service. The advance payment will be included in the calculation of damages, and the calculation will be made according to the following scale: 7.1. Holidays, skiing, multi-day trips to the Republic of Croatia for cancellation up to 30 days before the start of using the service, the agency retains 10% of the price of the service or at least 100,00 croatian kuna, for cancellation from 29 to 22 days before the service 30% of the cost of service, 40%, for cancellation from 14 to 8 days before the service, 80%, for cancellation from 7 to 0 days before the service and 100 % of the price of service for cancellation after the start of the service. 7.2. European travel, long and business trips, foreign language courses up to 30 days before the start of the service 25% of the price, 29 to 15 days before the service 80% of the price, 14 to 0 days before the service and after the start of the service 100% of the price. 7.3. Cruises according to the General Conditions for Cruises of the Organizing Travel Agency 7.4. Travel by plane – according to the conditions of the airline. 7.5. Excursions, transfers, occasional transport up to 8 days before departure 10%, 7 to 4 days before departure 50%, 4 to 2 days before departure 80%, 2 to 0 days before departure and after departure 100% of the price. If the traveler does not show up or cancel the travel service after its start, the agency will withhold or claim the full amount of the trip in compensation for the damage suffered. In case of cancellation, the traveler is not entitled to compensation for any costs of visas, insurance, vaccinations, etc. When the actual costs or when the share of fixed costs is higher than those listed above, the Travel Agency reserves the right to compensation in the amount of actual costs. The stated cancellation costs also apply to changes in the date of departure or accommodation, as well as to all other significant changes. If a traveler who cancels a travel service finds a new user of the same service, the agency will charge the actual costs caused by the replacement. If the traveler, when applying for a trip, anticipates that he would have to cancel the trip due to unforeseen obstacles, in order to avoid the cancellation costs listed in this article, then he can pay the cancellation insurance. Cancellation insurance is charged at the first payment or at the time of concluding the Travel Agreement and it is not possible to pay it later. The insurance premium is calculated depending on the value of the trip, and according to the price list and general conditions of the insurance company. If the name and surname of the traveler who reserved the trip (e.g., when issuing airline tickets) differs from the name written on the travel documents, the Travel Agency has the right to collect damages caused by incorrect information. If the correction is not made on time and the traveler is in a situation where he cannot check in for the flight for the stated reason, the agency is not responsible for the damage.


The travel agency is obliged to take care of the providing of services as well as the selection of service providers with the attention of a good expert, and to take care of the rights and interests of travelers in accordance with the rules of the profession and customs in tourism. The travel agency is obliged make package programs/promotional material as well as this General Terms and Conditions available to the traveler in written or electronic form, provide all these services, acquaint him with sources of information about the country he travels to and the opinion of the Ministry of Foreign Affairs and European Integration to the chosen country of destination.


The traveler is obliged to:

  • have valid travel documents. The costs of loss or theft of documents, and the consequences arising from loss or theft during the trip, shall be borne by the traveler.
  • obtain a visa, and in case of cancellation of the trip due to failure to obtain a visa, the Travel Agency does not assume any responsibility and calculates the cost of cancellation according to Article 7. of these General Terms and Conditions.
  • get vaccinated and have certificates and documents on vaccination for travel to countries for which it is required according to the regulations of the World Health Organization. In this case, the traveler encloses a medical certificate. Non-possession of these documents as well as / or incorrectness of travel documents that lead to cancellation of the trip or inability to continue the trip are not binding on the Travel Agency and cancellation fees are calculated according to article of these General Terms and Conditions.
  • comply with the customs and foreign exchange regulations of the Republic of Croatia, as well as the countries in which he resides during the trip,
  • adhere to the house rules in catering and accommodation facilities and cooperate with service providers in good intention,
  • follow the instructions and cooperate with the travel tour guides or the representative of the Travel Agency.
  • when leaving for a trip, present a document on the paid travel agreement (contract, voucher, ticket, payment confirmation, copy of payment order) to the travel tour guide or representative of the Travel Agency. In case of non-compliance with these obligations, the traveler is liable to the Travel Agency for the damage.


In the case of transport by air, the traveler is entitled to free baggage if this is provided by the regulations and conditions of the airline. Any luggage costs are paid by the traveler in accordance with the applicable prices of the airline. In the case of bus transport, the passenger is entitled to 1 piece of luggage and a ski or snowboard. It is not allowed to wear sledges or bobsleds. It is the passenger’s responsibility to take care of their personal belongings in the bus cabin and to take them with them every time they leave.


In accordance to the Law on Providing of Services in Tourism of the Republic of Croatia, the Travel Agency is obliged to offer the traveler insurance against the consequences of accidents and illness while traveling, damage and loss of luggage, voluntary health insurance during travel and stay abroad, travel cancellation insurance and insurance. costs of assistance and return of the passenger to the place of departure in case of accident and illness and acquaint him with the content of the General Terms and Conditions and information. In case the traveler requests these insurances they can be arranged directly with one of the insurance providers or with an intermediary or in the travel agency. By signing the Travel Agreement, of which these General Terms and Conditions are an integral part, the traveler confirms that he has been offered travel insurance and is aware of the content of the current insurence contract of general liability for damage caused by the Travel Agency of the arrangement, which the Travel Agency has concluded with Triglav osiguranje d.d., A. Heinz Street 4, Zagreb, Tax Nr. 29743547503, e-mail centrala@triglav-osiguranje.hr, +3851 5632 777, Čakovec Branch, Žrtava fašizma street, tel +38540 630600.


The conditions of transport of travelers and luggage in road transport are defined by the road carrier and the traveler is obliged to comply with them. Conditions of the carrier Rudi Express d.o.o. Čakovec are published on www.rudi-express.hr


The traveler will be acquainted with the conditions and prices valid for air travel before purchasing an airline ticket. Published prices of airline tickets and airport taxes are subject to change. The airline ticket is purchased when the traveler receives the booking confirmation and the electronic airline ticket. An electronic airline ticket is a contract between an airline, the traveler and the Travel Agency, where the travel agency acts as a sales agent. The conditions of air transport of passengers and luggage are defined by the airline and the traveler is obliged to comply with them. Airline tickets are not transferable to other people, no change of name and surname is possible, and the traveler or the person buying the ticket is obliged to submit accurate information to the Travel Agency. If the information about the traveler on the air ticket is incorrect and the traveler is in a situation where for the stated reason he is not entitled to the flight, the Travel Agency is not responsible for the damage. The travel agency mediates in the sale of airline tickets and is not responsible for the providing of airline services. If the flight is canceled, the airline will inform the traveler by e-mail and let him know which alternative solution the airline offers. If the traveler has a complaint due to flight delay or cancellation or some other reason, he is obliged to contact the airline directly. The Travel Agency is not authorized to resolve complaints on behalf of the airline, nor will the airline take them into account if it receives them through the Travel Agency. The travel agency for the mediation between the airline and the traveler charges the traveler a brokerage fee (TSC). The fee is charged according to the issued air ticket and the changes on the already issued air ticket, according to the valid price list of the Tourist Agency that issued the ticket. The amount of the fee is non-refundable.


If the contracted services are incomplete or of inadequate quality, the traveler may file a written complaint. Each traveler – contract holder submits a complaint separately. The travel agency will not accept group complaints in the procedure. Complaint procedure: – immediately, at the place of providing the service, the traveler is obliged to complain about the inappropriate service to the tour guide or the representative of the Travel Agency, and if not, to the service provider. The traveler is obliged to cooperate with the tour guide or with the representative of the Travel Agency and the service provider in good intention to eliminate the causes of the complaint. If the traveler does not accept the offered solution of the complaint on the spot, which corresponds to the paid service, the Travel Agency will not accept the subsequent complaint of the traveler and will reject it as unfounded; – if the cause of the complaint would not be eliminated at the place of service, the traveler with a tour guide or a representative of the Travel Agency or service provider creates up a written confirmation. One signed copy is kept by the traveler, one by the service provider, and one copy is for the Travel Agency. – no later than 8 days after returning from the trip, the traveler submits a written complaint to the Travel Agency at the address: RUDI EXPRESS d.o.o, Tourist Agency Rudi Travel, Tome Masaryka Street 26, 40000 Čakovec, e-mail: travel@rudi-express.hr. Only fully documented complaint received within the submitted deadline and signed by the authorized person from the previous paragraph of this article with any attachments (invoices for additional costs, etc.) will be accepted. – The travel agency will respond in written form to the complaint received within 15 days upon receipt of the same. The travel agency will resolve only those complaints for which the cause could not be remedied at the place of service. A traveler who is not satisfied with the response of the Travel Agency to his complaint may contact the Conciliation Center at the Croatian Chamber of Commerce, Zagreb, Roosvelt aquare 2, mirenje@hgk.hr to initiate alternative dispute resolution and try to resolve the dispute amicably, if this is not the case the jurisdiction of the court in Čakovec is called upon. In both cases, the application of Croatian law and legal rules are relevant. The competent body to whose official supervision the activity of the travel agency in performing and providing services in tourism is subject is the Ministry of Tourism – Independent Sector of Tourist Inspection, Republic of Croatia Square 8/1, 10000 Zagreb.


By concluding the travel agreement, the service user consents to the collection and processing of personal data necessary for the execution of the Agreement.


The travel agency will collect and process only the personal data of travelers necessary for the completion of the trip and will keep as a business secret everything it has learned about the traveler and without his approval, except in legally prescribed cases, will not tell anyone: his address, place and time of stay, price paid as well as the names of his companions. All personal data about travelers are kept and available only to employees of the Travel Agency who need this information to fulfill their work obligations and it is processed, in accordance with the Statement on Personal Data Protection of the Travel Agency published on www. rudi-express.hr


In accordance with the current Law of Republic of Croatia on Providing of services in Tourism in case of insolvency or bankruptcy of the Travel Agency, travelers caught traveling in a package deal, as well as people who paid an advance for travel in a package deal should contact the insurer with which the Travel Agency has an insurance policy of general responsibility. The information about the insurer is stated in the travel package program and individual travel contract in the package deal, as well as the number of the insurance policy and the contact of the insurer. The package travel contract is also a guarantee certificate and enables the passenger to directly exercise the right to compensation for material damage.


These General Terms and Conditions of Travel are an integral part of the Confirmation/Agreement concluded by the traveler with the Travel Agency or travel agency authorized by it to sell its programs. Possible deviations from these General Terms and Conditions must be stated in the text of the travel package program and delivered to the traveler with the agreement contract or in the agreement contract itself. By signing the agreement contract, the traveler fully accepts the travel package program and these General Terms and Conditions. With the enforcement of these General Terms and Conditions, all previous editions cease to be valid.