General terms

General terms

These General terms and travel regulations are a component part of the Agreement, in other words the voucher for hotel accommodation or private accommodation, betwen C & C d.o.o., Tourist agency TWM (hereinafter: The agency), and the travel contractor (hereinafter: The traveler). All the information and terms in the program and these General terms are binding for both the Agency and the Traveler unless otherwise determined by the agreement.


The agency ensures services according to the published information, description and schedule in accordance with confirmed reservations except in circumstances beyond our control.


How to make a reservation?

1. Choose a search method, enter your requirements and click on “filter”.
Selected accommodation units can be booked right away when you click on the icon “Booking”.

2. After you have clicked on the “Booking” icon, you will go on a “Booking for…” page, where you will have to enter your personal informations. On the basis of these data, you will recieve a reservation on request.

3. In order to make a reservation via WEB-pages you have to register first (enter your personal information).

4. After we inform you via e-mail that the accommodation unit is available in the required period and send you the final account, in order to confirm the reservation you are obliged to make an advance payment within 48 hours in the amount of 30% of the total price of reservation.
Within these 48 hours TWM agency withdraws the accommodation unit from the market for the required period and that way reservs the right to preemption for the person who made the reservation.

5. In order to speed up the reservation procedure, send a copy of the deposit slip to e-mail: , or to fax.: +385 (0) 52 576 569

6. After we have received the confirmation of payment by bank transfer, you will receive Confirmation of booking with the paid amount and information on lessor and accommodation noted in it.

7.After we have received the confirmation saldo payment by bank transfer, you will receive Receipt and VOUCHER as a confirmation of full payment for accommodation and sojourn tax.

8. In the event that a accommodation unit is unavailable, TWM can offer the customer several suitable alternatives. Neither customer or the agency are bound by this new offer. If the customer accept this, it is treated as a new travel booking.

9. The travel booking can be made by persons of age in writing, verbally, by telephone or online through TWM. With your travel booking, you offer TWM the completion of a legally binding travel contract, whereby you are bound to your offer until there is a written acceptance or refusal from TWM – agency. The travel contract arises from the sending of the written booking confirmation/invoice by TWM, which will occur immediately, but at the latest after seven days.


Payment by bank transfer from abroad

Guests from abroad can pay there reservations by bank transfer to our foreing-currency account.

Details to be entered in the bank transfer:
– Payer: Name, last name and full adress of the person holding the reservation
– Payee: C & C d.o.o., Munida 103, Medulin 52203, Hrvatska – Croatia
– Bank: PRIVREDNA BANKA ZAGREB d.d., Račkog 6, 10000 Zagreb, Hrvatska – Croatia
Account no.:
IBAN: HR42 2340 0091 1102 8979 7
– Purpose of payment: Accommodation under reservation no.___(number of reservation)
– Amount: (according to the calculation received)
– Reference number: – reservation number

Note: The expenses of payment made are shared between the guest and agency, so that the guest bears the expenses of the payer´s bank and the agency of the payee bank.

Terms of payment

– 30% of the price of the accommodation upon granted inquiry
– 70% of the price of accommodation minimally 35 days prior to the beginning of reservation
– 100% of the price of accommodation upon granted inquiry (required in case there are less than 35 days untill arrival)

Payment receipt

Upon execution of advance payment you will receive confirmation of payment and detaild information on your reservation.
Upon payment of 100% of the amount or balance you will receive the Bill specifying all payments made and VOUCHER containing the following:
– Name, address and telefon number of service provider (legal or natural person), address (of apartment, hotel…), name and address of reservation holder (person who performs a reservation), number of persons / names of guests who use the services named in the reservation, description of paid service, period / date of arrival and departure.
Note about the paid sojourn tax.

Sojourn tax

According to the Law on sojourn tax of the Republic of Croatia, the traveler is obligated to pay sojourn tax along with payment for accommodation. Sojourn tax as regulated by the Law on sojourn tax of the Republic of Croatia amounts from 2 to 7 KN per person per day for adults. Adolescents from the age of 12 to just before their 18 th birthday are entitled to a 50% discount, while children under the age of 12 are exempted from paying sojourn tax. The final amount of the sojourn tax for a specific reservation is determined by the destination in the Republic of Croatia as well as the dates of the accommodation and is calculated according to these General Terms and payment of the final amount of the tourist service. The reservation calculation will include the amount required for sojorn tax.


The price in the service includes the basic service as described in the price list for the accommodation unit and the reservation. The service rates are listed in Euros. The agency reserves the right to change the listed rates. The agency guarantees the accommodation rate, which the traveler paid as a deposit for a specific reservation, listed in the calculation on the basis of which the deposit was paid.
Should rate changes occur prior to the deposit being paid, the agency is obligated to inform the traveler of these changes. In the event that changes in the exchange rate which directly affect the cost of trip which the agency was not and could not have known or been aware of, occur after a reservation has been confirmed, both parties confirm that the agency has the right to raise its rates no later then 20 days prior to the beginning date of the trip. Should the increase in the price of the paid reservation amount raise more than 10%, the traveler has right to cancel his / her reservation and is also entitled to arefund without any additional compesation.

The rates listed in our offers and programs are based on agreements made with our business partners and do not necessarly match the rates availabile on the spot at the accommodation unit in which the traveler resides. Possible diffrences in rates can be subject to complaint.

Should the number of people for the reserved accommodation unit exceed the number indicated on the travel documents (VOUCHER), the service provider has the right to withhold services for unannounced travelers or alow all travelers and request additional payment for unannounced travelers on the spot.

Categorization and service description

The accommodation units are described according to the official categorization of the authorized/qualified institution, as well as based on the actual state of the unit at the time of the publication. The standards of the accommodation, food, services and the like in certain places and countries vary and are not subject to comparison.

Obligation of the agency

The agency is responsible for providing services as well as selecting the service provider while respecting the rights and interests of travelers in accordance with the traditions of the tourism industry.
The agency will fulfill all the above mentioned obligations as described except in circumstances beyond its control.

Obligations of the traveler

The traveler is obligated to:
– have valid traveler dokumentation
– respect and abide by all customs and foreign exchange regulations of the destination country
– respect and abide by all custom and foreign exchange regulations as well as the laws and other regulations of the Republic of Croatia as well as other countries through which he/she passes or resides. In the event that the traveler is unable to continue the trip as a result of being in direct violation of these regulations, the traveler is responsible for all related expenses
– abide by house rules of the accommodation units as well as cooperate with the service providers in a well-intetioned manner
– give the document which confirms payment of service (VOUCHER), to the course representative upon arival
– enquire whether or not he/she requires a visa for the destination country as well as neighboring countries

If the traveler does not follow this regulations, she/he will be held responsible for any expenses or damages. By confirming a reservation, the traveler is obligated to pay the service provider on the spot for any damage(s) he/she may have caused.

The traveler’s right to changes and cancellations

1. In the event thet the traveler whishes to change or cancel a reservation by the traveler himself/herself, he7she must do so in writing (e-mail or fax.). Changes can refer to the number of people or the names of the travelers, the date of commencement and/or end date of the service and must be made no later then 35 days prior to the beginning date of the service in question. If a reservation change is not possible and the traveler gives up on the confirmed reservation, the cancellation terms listed below apply. Reservation changes for accommodations units and all other changes within 35 days of the beginning of the reservation as well as for the duration of the reservation will be considered a cancelled reservation.
2. For fixed confirmed reservations for hotel or private accommodation, the date on which the written cancellation is received represents the basis of the calculation of costs as follows:
– for a cancelled reservation up to 35 days prior to the beginning date of service, 30% of the total amount of the reservation, minimum 15 Eur.
– for a cancelled reservation 35 to 25 days prior to the beginning of the service, 50% of the total amount of the reservation
– for a cancelled reservation 24 to 15 days prior to the beginning of the service, 70% of the total amount of the reservation
– for a cancelled reservation 14 to 8 days prior to the beginning of the service, 90% of the total amount of the reservation
– for a cancelled reservation 7 to 1 days prior to the beginning of the service, 100% of the total amount of the reservation
– for a cancelled reservation following departure or failure of the traveler to show up at the reserved accommodation unit , 100% of the total amount of the reservation

In the event that the traveler must cancel a reservation within 7 days of the beginning date of the service, the agency offers the traveler the chance of finding a new traveler/user for the same reservation if possible (this depends on the service provider). The new reservation holder assumes all of the obligations of these General terms and conditions.
In the event that the traveler does not arrive by midnight on the beginning date of service and did not previously inform the agency or service provider, the reservation will be cancelled and the corresponding cancelation fees will be charged according to the above mentioned terms.
Should the actual costs of cancellation exceed the above listed fees, the agency reserves the right to charge the actual costs.
The first change to the reservation if it is possible without extra cost, will be free.
For each of the following changes to the reservation, agency will charge the cost of changes in the amount of 25 € per change.
For cancellation agency will charge 25 € handling charges.
The agency is not obligated or responsible for reimbursing the traveler for the cost of travel documents or visas which are in connection with reservations cancelled by the traveler.

Travel insurance

The cost of the trip does not include the travel insurance package: insurance against accidents and illnesses that may occur during the trip, damage or loss of luggage or health insurance. We recommend you to get travel insurance in an insurance company in your country.


Putting down a deposit, in other words, payment in full signifies that the traveler fully comprehends and accepts the before mentioned terms.

Notice of Filing Customer Service Conplaint

In accordance with the provisions of Art. 6 St.1. point 3. of the Law on Provision of Services in Tourism NN no. 130/17 written consumer complaint can be filed:
– written in business premises;
– to email:
– send by post to: C & C d.o.o., Munida 103, Medulin 52203
The complainant’s complaint against the service provider without delay in writing will confirm the receipt of the complaint and in writing to respond to the complaint within 15 days from the day of receipt of the complaint.

Court juristiction

The traveler and the agency will aim to settle possible law suits in the application of this Agreemment and if an agreement can not be reached the issue will become subject to the desicion of the Pula Court jurisdiction, under the authority of the laws of the Republic of Croatia.