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The general conditions for offering services for accommodations are part of the contract between Uniline d.o.o., as a travel agency or authorized agent, and the partner/traveler who accepts the offered arrangement. Everything that is listed in the general conditions represents a legal commitment for the guests, as well as for Uniline d.o.o. The general travel conditions are published on the Internet pages of Uniline d.o.o.

Uniline d.o.o. commits itself to undertake all precautions to offer true information to its users. All the information, data, and pictures that are related to the capacity of accommodations, Uniline d.o.o. collected from the most reliable accommodation facilities. Even though all information is controlled by employees of Uniline d.o.o., the Company does not take responsibility for mistakes, negligence, and delays made by the customer.


The accommodation units are described according to the official evaluation given by the local tourist organization during the issue of the working license.

The standards of accommodation, nutrition, service and others, of places and countries are different and cannot be compared. Uniline d.o.o. offers those services listed on its Internet web page, catalogue and other printed material of Uniline d.o.o, which is not necessarily equal to those services offered by other selling points.

If the partner did not make a special request for a room/apartment, he will accept the given reservation in the accommodation desired, listed in the brochure and price list. If possible, Uniline d.o.o. will try to meet additional requests of the partner for the accommodation (comfort, room view, 1st floor or ground floor), but cannot guarantee to fulfill all additional requests.


All service prices are listed for each accommodation unit, and include those services linked to the specific reservation for the unit desired.

Additional services are services that are offered by the accommodation unit, but since they are not included in the price, the partner pays for them separately. Additional services have to be asked for during the registration process. Those services are paid for additionally, according to the price given by the accommodation facility, and they will appear on the final bill.

Optional services are services that are offered by Uniline d.o.o., but they are not bound to the offer of the given accommodation unit.

The prices of the accommodation units are given in Euro, so the calculation in Kuna is according to the exchange rate of the NBH (Narodna Banka Hrvatske) on the day on which the account is carried out. Uniline d.o.o. has the right of changing the given prices if the accommodation facility changes the prices of the accommodation.


Inquiries and reservations of accommodation are received electronically and by telephone , in written or personal in agency branch office.

With the payment of the reservation partner confirms he has studied and understands „General conditions for accommodation services offer" and accepts it in full. With payment of the reservation, the agreement becomes a legal obligation to the partner as well as to Uniline d.o.o.


Uniline d.o.o. commits itself to assure to the partner the accommodation in the reserved period, except in case of exceptional circumstances (war, riot, strike, terrorist activities, sanitary troubles, bad weather, intervention of the authorities etc.)

Uniline d.o.o. can offer changes to the reserved accommodation or cancel the accommodation completely or partly, if before or during the time of the stay special circumstances appear that can not be avoided or declined. However, if they appear during the time of the agreement, Uniline d.o.o. is not obligated to accept the reservation of the unit in question.

If the partner pays the reservation Uniline d.o.o is unable to fulfill (online or by the wrong offer) the partner will be offered an alternative.

If Uniline d.o.o. has the possibility to offer the partner an alternative, a change of the reserved accommodation can be carried out only with the permission of the partner. The alternative must be of the same, or higher, quality than the one reserved initially. If the partner accepts the alternative, and the alternative is more expensive, the partner is obligated to pay the difference. If the alternative is cheaper, Uniline d.o.o will return the difference to the partner.

Uniline d.o.o. has the obligation to immediately inform all arriving partners about changes to the reservation or cancellation, and if no alternative accommodation can be found, to refund the amount paid by the partner less the administrative charges of the agency.


If the partner wishes to change or cancel the reservation, it has to be in written (e-mail, mail or fax) . By „change“ it is considered a change in the number of people, or change of the dates of travel, at least 30 days before using the the service. If the change of the reservation is not possible, and the partner cancels a confirmed reservation because of it, lower mentioned conditions apply. Any change of accommodation unit and any change within 30 days before using the service is considered a cancellation of the reservation.

The cancellation costs will be calculated from the date on which Uniline d.o.o. receives a written request for the cancellation, and it is as follows:


  • For the cancellation in the period between 30 and 21 days prior the arrival , Agency charges 30% of the full price of the reservation.
  • For the cancellation in the period between 20 and 15 days prior the arrival , Agency charges 50% of the full price of the reservation.
  • For the cancellation in the period between 14 and 8 days prior the arrival , Agency charges 80% of the full price of the reservation.
  • For the cancellation within 7 days prior the arrival as well as NO SHOW, Agency charges 100% of the full price of the reservation.

If there are separate cancellation costs quoted on the price list, the above cancellation costs are not valid.


  • For the cancellation in the period between 30 and 21 days prior the arrival , Agency charges 30% of the full price of the reservation.
  • For the cancellation in the period between 20 and 7 days prior the arrival , Agency charges 50% of the full price of the reservation.
  • For the cancellation in the period between 6 and 0 days prior the arrival , Agency charges 100% of the full price of the reservation.

    If the traveler doesn't arrive in reserved accommodation until midnight on the day of the start of the service, and the traveler doesn't contact the Agency, or service provider, the reservation is considered canceled, and expenses are calculated as above. If the real cancellation costs are larger than above noted, Uniline reserves the right to charge the real expenses.


    Uniline d.o.o. is bound to make sure all the services are carried out professionally, on its part as well as that of the accommodation facility. Also, Uniline d.o.o. is bound to make sure that all the rights of the partner and traveler are managed according to the common law.

    Uniline d.o.o. is bound to make sure that the partner and traveler gets all the services included in the rented accommodation. Furthermore, Uniline d.o.o. has to answer to the partner and traveler in case of non-performance of the services expected.

    Uniline d.o.o. will not be responsible for the lack of a service that is caused by higher forces, or by inevitable delays in transportation, where the transporters are not in fault, according to the international rules and regulations. In these cases the traveler is responsible for all additional costs that may apply.


    The traveler commits itself to the following:
  • to have on hand all valid travel documents. All costs for loss or theft of the documents during the travel period are carried by the traveler.
  • to respect the customs formalities, and the rules for the foreign currency of the Republic of Croatia, as well as other countries visited during the travel.
  • to respect the rules and regulations of the rented accommodation unit, and to collaborate with the Accommodation facility accordingly.
  • Upon arrival to the rented accommodation unit, the traveler is expected to present the given voucher, where the number of people and type of service to be offered are specified.

In case these obligations are disregarded, the traveler is responsible for all additional fees that may apply, and for all damages the traveler caused, and is bound to pay the damages to the service provider on the spot.


Luggage is carried at the risk of the traveler and therefore a luggage insurance is recommended.

Uniline d.o.o. is not responsible for damage or loss of luggage, for theft of luggage, or valuables left in the accommodation unit. Reports for damage or loss of luggage should be made to the accommodation facility and to the nearest police station.


Every partner - holder of the contract, has the right to complain to the non-performance of the agreed service. If the services offered are not entirely fulfilled, or below the quality standard, the partner may require a partial compensation by submitting a written complaint. Every partner has the right of complaint for not getting the paid service. Every complaint has to be submitted separately by the partner.

Partner has to inform the traveler that if he is not satisfied with a specific situation upon arrival, he is obligated to inform the representative of service provider (receptionist or owner of accommodation, etc.) as well as inform Unilines representative immediately, giving explanation to his dissatisfaction. The traveler should contact representative of service provider first and try to get a satisfactory solution. The traveler is obligated to cooperate with the service provider and Uniline d.o.o in good will to solve the problem. If the traveler accepts a proposed solution on the spot, agency is not obligated to accept any further complaints.

If the problem is not solved, within 8 days after returning from the trip the partner has to deliver a complaint in writing to the headquarters Uniline d.o.o., enclosing the written complaint, together with all documentation and photographs which proves the complaint, by e-mail or mail. Uniline d.o.o. will consider only complete and documented complaints received within 8 days from returning customer.

While the solving of complaint lasts, at most 14, that is 28 days after the complaint is made, the partner will not use any other person, UHPA, or other institution, or giving information in the media. Also, during this period, the traveler agrees not to sue.

The highest compensation regarding a complaint can be the amount of the objected part of the service, but cannot cover already used services or the complete amount for the accommodation used. That excludes the right of the traveler to any compensation of non material or optimal damage. Uniline d.o.o can not be considered responsible for weather conditions, sea temperature, or other similar situations or events that are unsatisfactory, and are not directly connected with quality of the reserved accommodation unit (bad weather, bad beach, public beach is far from the accommodation, traffic jams, crime or damage of property etc.).

Agency Uniline d.o.o. will not accept any complaints on arrangements with special discounts, including LAST MINUTE OFFER, NO NAME HOTEL or APARTMENTS.


The partner and the agency will try to solve any disputes in good will, however in case of a judicial dispute, the court of justice is located in Pula, with relevant law being Croatian law.

Pula, 25. 10. 2007.
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