INTRODUCTORY NOTES
Use of the services of the trading company LUVA Villas, Kozarčeve stube 8, 10000 Zagreb, Croatia, OIB: 25075330864 ("LUVA" or „us“,“we“, „our“) and your interaction with us is subject to these Terms and Conditions ("Terms"). The conditions are an integral part of the contractual relationship that is created at the moment of accepting the provision of accommodation in one of the villas from our offer ("Accommodation").
LUVA pays special attention to preserving your privacy and protecting your personal data. You can read more about how, why and which personal data we process in our Privacy Notice and Cookies, which are also on our website.
It is recommended that you carefully read all the information on our website and check all the details that were confirmed to you at the time you made the reservation, as this information forms the basis of your contract with us. The moment you book accommodation or any other service from our site, you enter into a legal relationship with our agency and you are deemed to accept all the general terms and conditions.
These general conditions bind LUVA, bind the guest who has paid an advance payment for accommodation and/or additional services through LUVA, and bind the owner of the accommodation regarding the quality of the accommodation and the conditions related to the accommodation, and to which he has agreed upon.
If you should not agree with any part of these terms, please do not use our services.
ABOUT THE VILLAS
LUVA does not own the villas from our offer, but our partners do. For this reason, LUVA contracts the Accommodation service with you on behalf and for the account of its partners, who bear all contractual rights and obligations.
Some partners have special conditions for their properties that will also apply to your Accommodation in addition to these Terms. LUVA will inform you about this during the process of contracting the Accommodation. In the event of any inconsistency between our partner's terms and these Terms, the partner's terms will prevail, unless the partner's terms are contrary to law or unenforceable, in which case our Terms(these) will prevail.
LUVA's partners have their own house rules, that is, conditions for using the houses, which must be respected and which will be presented to you in the villa itself.
TERMS OF RESERVATION, CONTRACTING ACCOMMODATION, PAYMENT AND CANCELLATION
If you decide to use our services, LUVA will plan your trip together with you and try to make the process as easy as possible.
In order to make it easier for you to review all the conditions and the procedure for booking villas, below we list the most common questions and their answers:
Where can I find the offer of villas and service prices?
All villas from our offer are published on our website. For each villa there is a detailed description of the contents, location and price, and corresponding photos of the villa are attached.
Changes in the price of services may also be affected by changes in the exchange rate of foreign currencies, for which LUVA is not responsible.
In the event of a price error or any other omissions, LUVA reserves the right to adjust prices or make any other corrections.
What is included in the price of Accommodation?
The price of Accommodation includes the costs of water, gas, electricity, internet, maintenance of the pool and outdoor area, as well as the use of bed linen, towels and kitchen towels, spices and the like. Prices include VAT.
Some villas separately charge for additional services such as final cleaning, pool heating, bringing pets, residence tax, etc. The services that are charged additionally will be specifically indicated in the special conditions of the individual villa or communicated by our employees.
Accordingly, when choosing a villa, please familiarize yourself with the services that are not included in the price of accommodation.
Additional services are those services that are not included in the basic services and which the guest announces in advance and selects separately from the offer when booking the accommodation, and they are charged separately according to the price indicated with them.
When making a reservation, it will be clearly stated to the guest which services are included in the price of accommodation, and which will be charged additionally based on his choice. The guest will also be informed of the total amount of his individual reservation before he confirms it.
What is the procedure for booking and contracting Accommodation?
Villa reservations are made exclusively in writing via e-mail.
Via e-mail, you also provide the information we need to contract Accommodation. Otherwise, the Accommodation will not be considered contracted.
It is possible to get information by phone, but not to make an Accommodation reservation.
Please keep in mind that when making a reservation, you are required to provide the number of guests, which must not exceed the maximum prescribed by the conditions of the individual villa.
Please note that you are responsible for providing us with accurate and true information. If you do not provide correct and true information, you are responsible for all costs, i.e. consequences arising from incorrect information.
After you have chosen the villa and the period of time you plan to stay there by confirming the offer, LUVA will send you a payment offer with the amount of a non-refundable advance payment to your e-mail address. The advance payment is included in the price of Accommodation.
You are obliged to pay the amount of the advance within 24 hours of receiving the offer and send us a confirmation of payment by email immediately after payment.
The accommodation is considered contracted after you pay the advance payment. After the payment is visible on our bank account, we will send you a confirmation (voucher) that will contain information about the reservation, the amount you have paid, the amount you still need to pay and the dynamics ("Confirmation").
How do I pay the rest of the Accommodation price?
Regarding the payment of the remaining amount of the Accommodation price, please note that the terms of payment differ from villa to villa. Namely, as the villas are not owned by us, but by our partners, the method of paying the rest of the price depends on the conditions of the partners (for example, some Partners ask for payments 60 days before arrival, some 30 days, some in cash upon arrival at the facility, etc.). Therefore, feel free to contact us by e-mail if you are interested in the method of paying the rest of the price of the Accommodation for a particular villa. Also, the deadline for payment of the remaining part of the amount will be indicated on the voucher that you will receive after the first payment.
The final invoice for the Accommodation service will be issued directly by the LUVA partner and delivered to you upon completion of the Accommodation service. The invoice will be for the full amount of the Accommodation price (including the entire amount of the previously paid advance).
What if I am late with the down payment or the rest of the price?
If you do not pay the advance payment within 24 hours, LUVA will cancel your reservation.
If you do not pay the remaining amount of the price of the Accommodation within the deadlines that you will be informed about during the arrangement of the Accommodation and via the Confirmation, LUVA and LUVA's partners reserve the right to cancel the Accommodation service while retaining the full amount of the advance payment. In any case, in situations where you are obliged to pay the rest of the price of the Accommodation before arriving at the villa, LUVA will make sure to remind you of the payment obligation in time so that the Accommodation will not be cancelled.
Can I cancel the Accommodation after paying the advance or the rest of the price of the Accommodation?
Yes, you can cancel the Accommodation service, only in writing, by sending an e-mail to the address of LUVA.
Will I receive a refund of the advance payment or the rest of the Accommodation price in case of cancellation of the Accommodation?
The advance payment as well as the rest of the price of the Accommodation are not returned in case of cancellation of the Accommodation, regardless of the reason for the cancellation.
What are the terms of payment by bank transfer?
LUVA accepts payment by bank transfer, and when making such a payment, you are responsible for all the costs of the bank transaction.
All payments will be made in EUR currency. When paying, it is possible that the amount charged may differ from the price displayed on the LUVA website due to exchange rate differences. LUVA is not responsible for exchange rate differences or costs and fees associated with other banking institutions. The amount we receive on our account must be the exact amount shown on the offer.
Promotions and discounts cannot be added or combined. Each reservation can contain only one discount.
OBLIGATIONS OF LUVA
In accordance with the conditions stated here, LUVA will treat you with the due (care and) diligence of a prudent businessman, will make sure that the Accommodation service is properly performed and will take care of your rights and interests within its capabilities, respecting good practices in tourism. At the same time, we point out that the Accommodation service itself largely depends on the activities of our partners and that in certain cases the possible non-execution of the service or incomplete/wrong execution will not depend directly on us.
Our employees will act as a point of contact for all your inquiries and needs related to Accommodation. However, sometimes, due to the nature of your inquiry, we may refer you directly to our partner (for example, an inadequately prepared villa, malfunctions in the villa, noise or similar inconveniences in the neighborhood, etc.).
LIMITATION AND EXCLUSION OF LUVA LIABILITY
Please note that, even though you have contracted the Accommodation service with us, LUVA acts in the process on behalf and on behalf of its partners - villa owners. Therefore, at the moment of contracting the Accommodation, you as a guest enter into a contractual relationship with our partner who is obliged to provide you with the Accommodation service as requested by you, and under the conditions of its possibilities that we have presented to you.
Neither LUVA nor its partners are responsible for the acts or omissions of any governmental body, their officers or employees or any employees or agents of airline companies, air carrier, ticket operators, other land carriers, shipping companies or operators, cruise or ferry operators, of all other carriers, hoteliers or other accommodation providers, all other travel service providers, tour guides, travel agents and/or food and beverage service providers, other goods and services with which you entered into a relationship during your stay in the villa from our offer, and over which LUVA or its partners have no direct control.
LUVA shall not be liable for any injury, loss, death, inconvenience, delay, damage to personal property or other damage in connection with the provision of any goods or services, whether due to, but not limited to, force majeure, disease, pandemic and epidemic , war crimes, civil unrest, riots, damages caused by animal activity, strikes or other labor activities, any criminal or terrorist activities, overbooking or poor quality service, food poisoning, mechanical or other failure of aircraft or other means of transportation or failure of any transportation mechanism that ensures timely arrival or departure and any events that are beyond the control and/or influence of LUVA. For example, LUVA will not be responsible for the impossibility of using the Accommodation due to the decisions of third parties and, accordingly, neither for the refund of any amounts received from the guest, nor will it be obliged to ensure a change of the already agreed date of the Accommodation. The decision to refund any amount or change the date - of the already contracted Accommodation - depends on the will of the owner of the villa with whom the Accommodation was contracted.
If LUVA has assisted you in any way in booking the service of a provider of any transportation or other services, your relationship with such provider is subject to the terms and conditions imposed on such providers in relation to matters which cannot be expressly the subject of our contract with them, and in particular the applicable laws, requirements and policies of any government, governmental body or employee, including, visa, entry, exit or transit.
Neither LUVA nor its partners are responsible for any conditions or requirements of any third party that provides you with a specific service during your vacation, which is not an Accommodation service. If you decide not to visit a country or part of a country you intend to visit because of any law, condition or requirement of any government or governmental authority, officer or agent, you are solely responsible for all costs and charges, loss or damage arising as a result of such possible cancellation fees or changed fees.
LUVA shall not be liable for any injury, loss, claim, damage or any special, exemplary, punitive, indirect or consequential damages of any kind (including but not limited to lost profits) related to the performance or non-performance of the services of any travel provider, whether based in contract, tort, strict liability or otherwise. The foregoing includes, but is not limited to, non-performance resulting from the bankruptcy, reorganization, insolvency, dissolution or liquidation of the travel service provider. In the event of default arising from the bankruptcy, reorganization, insolvency, dissolution or liquidation of the travel service provider, your claim should be directed to the travel service provider and not to LUVA or its representatives or partners.
FORCE MAJEURE
LUVA and its partners are not responsible for any damage and/or delay in providing the Accommodation service caused by force majeure. An event of force majeure includes, but is not limited to, government action, war, political unrest and riots, civil strife, industrial disputes, labor disputes, strikes, natural or nuclear disasters, fire, theft, disease epidemics and pandemics, other diseases, malfunctions or equipment breakdowns, weather conditions, quarantine, medical or customs regulations, technical or administrative problems with transport, airport closures, changes in ship timetables, vehicle breakdowns, lack of water and other changes beyond our control.
LUVA and its partners are not obliged to provide you with a refund of the funds paid (advance payment and/or the remainder, the full amount of the Accommodation) if you cannot use the Accommodation due to force majeure that does not prevent the provision of the Accommodation service.
DAMAGE / SECURITY DEPOSITS
Certain partners require a security deposit for their villas to insure against any damage, accidental damage or similar events caused by your negligence, loss of property, additional cleaning, or outstanding bills that may have occurred during your stay. Moreover, if such damage occurs and exceeds the amount of the paid deposit, you will be responsible for compensating the partner for the full cost of the resulting damage.
The existence of a request for the amount of the security deposit will be confirmed to you during the procedure of reserving the villa or contracting the Accommodation, and the same is also indicated on the website of each individual villa.
If there is no need to keep the security deposit, it will be returned to you at the end of your stay in the villa. The partner will assess whether it is necessary to return or keep the security deposit and in what amount, if possible before you leave the villa. In this case, the amount of the security deposit will be returned to you by the partner of LUVA. However, if this is not practical due to early / late departures, the inspection of the villa will be carried out after your departure, and the refund of the deposit amount will be made by the partner subsequently to your account. LUVA reserves the right to contact you later if, during the inspection of the villa, it is found that, in addition to retaining the entire amount of the security deposit, you must compensate the difference up to the actual amount of the damage.
If you discover any problems or damages upon arrival, you must report them to the partner immediately to avoid any misunderstandings after the end of your stay.
PASSPORTS, PERSONAL DOCUMENTS AND REQUESTS FOR VISAS
A valid passport or identity card (for EU citizens) is required to enter Croatia. We advise you to check your passport and/or identity card before confirming the reservation or arranging the Accommodation and determine whether it will remain valid for the entire duration of the trip. It is advisable that you do the same for the passengers coming with you. LUVA is not responsible if you will not be able to use the Accommodation service due to inadequate travel and/or personal documents.
We also advise you to check with the competent embassy before making a reservation whether you need a visa to enter the Republic of Croatia. LUVA is not responsible if you will not be able to use the Accommodation service due to failure to meet the conditions for obtaining a visa to enter the Republic of Croatia.
CUSTOMS AND FOREIGN EXCHANGE REGULATIONS
You are obliged to comply with customs and foreign exchange regulations. If you cannot continue your journey due to non-compliance with the regulations, you bear all the costs and consequences that arise as a result.
TRAVEL INSURANCE
LUVA is not obliged to provide travel insurance to you or your accompanying passengers for the purposes of staying in the villa.
Also, obtaining travel insurance is not a prerequisite for contracting accommodation.
NOTICE ON HOW TO SUBMIT A WRITTEN CONSUMER COMPLAINT
Pursuant to Article 6 paragraph 1 point 3 of the Act on the provision of services in tourism, Official Gazette no. 130/17 and Article 10, paragraph 3 of the Consumer Protection Act ("Official Gazette", no. 41/14), we inform consumers that they can submit a complaint about the quality of our services in writing, and that they will receive a written confirmation of receipt of that complaint without delay
Complaints can be submitted by mail to the following address:
LUVA Villas.,
Kozarčeve stube 8,
10000 Zagreb, CROATIA
or to the e-mail address: luva@luva-villas.com
We will respond to the consumer's written complaint in writing no later than 15 days after receiving the complaint.
FINAL PROVISIONS
For all disputes related to the application of these conditions, the Commercial Court in Zagreb is competent, applying Croatian law.
These Terms and Conditions enter into force on the day of publication on the LUVA website.
Any amendment to these Terms will be made and publicly announced and communicated in accordance with the provisions of these Terms.