General terms and conditions


General terms and conditions regarding service provision are an integral part of a Contract between the company Sunturist LLC (hereinafter: Sunturist) and the traveller who accepts the offered and chosen vacation package.
Everything included in the General terms and conditions presents a legal obligation for both the guest/traveller and the company Sunturist. The company Sunturist undertakes to exert every effort to provide accurate and quality information to their users. Information, data and photos regarding the accommodation facilities were obtained by the final service provider. Sunturist does not take responsibility for the mistakes, omissions and irregular updates of the website content.


The accommodation units are described according to the official evaluation given by the local tourist organization during the issue of the working license. We advise clients to keep in mind that the standards of services and accommodation vary from country to country and are not mutually comparable. Sunturist offers those services listed on its Internet web page, catalogue and other printed material of Sunturist, which is not necessarily equal to those services offered by other selling points. Unless the guest has explicitly booked an accommodation unit of particular characteristics, he or she will accept any officially registered accommodation unit in accordance with the specifications of his Voucher. The guest may enter the accommodation unit after 14.00 hours on the day of commencement of service use, and must leave the unit until 10.00 hours on the day of service termination. In case of later individual arrival into accommodation objects (after 20.00 hours), it is necessary to notify Sunturist in advance. Otherwise, if the guest fails to arrive to contracted accommodation by midnight and fails to notify Sunturist about the delay, the reservation is considered cancelled, and termination fee is charged.


Schedule of charges can be found at each accommodation facility/service. All types of special services not included in the price are paid additionally by the traveller. The listed prices are based on the contracts with service providers and do not need to correspond to actual prices listed in the object where the guest is accommodated, and the possible difference in the price cannot be the subject of complaint. The guest pays certain services directly to the service provider and any possible complaints about those services should be addressed directly to the service provider. If a cash deposit needs to be paid prior to use of accommodation unit, the guest will give the deposit directly to the service. The deposit serves as a guarantee to the service provider that the guest will not damage the accommodation unit. Upon the completion of service, the deposit will be fully refunded, once the service provider has established that the guest is returning the accommodation unit in its original state. The guest is also obligated to pay the sojourn tax. If the price of guest registration is listed, it is paid on a one-time basis and for each person. The prices of the accommodation units are given in Euro, so the calculation in Kuna is according to the exchange rate of the HNB (Hrvatska Narodna Banka) on the day on which the account is carried out. Sunturist 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 traveller confirms he has studied and understands “General terms and conditions” and accepts it in full. With payment of the reservation, the agreement becomes a legal obligation to the traveller as well as to Sunturist.

Sunturist gives the traveller access to relevant promotion material or program in printed or electronic form, gives the traveller all relevant information about the travel, and gives or refers the traveller to general conditions which are a constitutional part of this contract and offers the traveller “travel insurance package“ and “cancellation insurance“. During the reservation the traveller is responsible for giving all necessary data for the reservation procedure.

With the payment the reservation becomes valid, any other confirmation given in written or orally is not valid as a reservation. For the reservation of service the traveller is required to pay 30% of the full amount to make the reservation valid. The other amount the traveller is required to pay at least 21 days before the start of using the service, unless otherwise stated.

Payment is possible by bank transfer to the bank account of Sunturist or on-line payment by credit card. By using means of remote communication to dictate the number of the credit card, the traveller is considered to understand “General terms and conditions“.

After receiving full payment for the chosen service, to the traveller will be sent a voucher as confirmation. The voucher serves as a proof that the reservation of the service has been carried out. The traveller has the obligation to give the voucher upon arrival to the unit/reception. If more people wish to be added to the accommodation than those listed on the voucher, the accommodation facility has the right to refuse the accommodation to the travellers that are not registered, unless they agree to pay all the additional charges that may apply.

Note: All payments will be effected in Croatian currency. The amount your credit card account will be charged for is obtained through the conversion of the price in Euro into Croatian kuna according to the current exchange rate of the Croatian National Bank. When charging your credit card, the same amount is converted into your local currency according to the exchange rate of credit card associations. As a result of this conversion there is a possibility of a slight difference from the original price stated in our web site.


Sunturist commits itself to assure to the traveller the accommodation/service in the reserved period, except in case of exceptional circumstances (war, riot, strike, terrorist activities, sanitary troubles, bad weather, intervention of the authorities etc.)

Sunturist 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.

If the traveller pays the reservation Sunturist is unable to fulfil (online or by the wrong offer) the traveller will be offered an alternative.

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


If the traveller 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. If the change of the reservation is not possible, and the traveller cancels a confirmed reservation because of it, lower mentioned conditions apply. Any change of accommodation unit and any change during using the service is considered a cancellation of the reservation.

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

1. For the cancellation up to 30 days prior the arrival, Sunturist charges 30% of the full price of the reservation.
2. For the cancellation in the period between 29 and 15 days prior the arrival, Sunturist charges 50% of the full price of the reservation.
3. For the cancellation in the period between 14 and 8 days prior the arrival, Sunturist charges 80% of the full price of the reservation.
4. For the cancellation in the period between 7 and 0 days prior the arrival, Sunturist charges 100% of the full price of the reservation.
5. If the traveller does not arrive to the destination or cancels the service of the accommodation after it began, Sunturist charges the full price of the reservation.

If the costs of the accommodation are in fact higher than what was initially given, Sunturist has the right to charge the difference.


Sunturist is obligated to take care of due service provision, the selection of service providers, with due care and diligence of a prudent businessman, as well as to take care of travellers’ rights and interests in accordance with best practices in tourism. It is obligated to provide the traveller all contracted services for a particular package and give explanation in case of failure to provide services or part of services. All the stated obligations shall be fulfilled completely and in the described manner, except in case of force majeure or unforeseen circumstances. In such case, if possible, Sunturist shall offer alternative solution. In case the reserved accommodation can not be used, Sunturist shall provide adequate alternative accommodation, of the same quality or better than the one reserved.


A traveller is obligated to have valid travel documents. The expenses in case of loss or theft of documents are covered by the traveller. The traveller is obligated to abide by the customs and foreign-exchange regulations of the Republic of Croatia. The traveller is obligated to obey the house rules at the accommodation facility where he is provided accommodation service, and cooperate with the representative of Sunturist and service providers in good faith.
The traveller is obligated to obey the house rules and may not disturb other guests at the facility, in particular between 10 p.m. and 8 a.m. In case of failure to obey the stated rules the owner may cancel the provision of accommodation. Persons who have not been registered may not stay at the apartment. Any damage caused must be reported to the host or the agency Sunturist. On the day of departure the traveller is obligated to vacate the apartment by 10 a.m. in the received state. In case of failure to abide by the stated obligations the traveller shall cover the expenses and be responsible for the damage caused.


Luggage is carried at the risk of the traveller 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.


The guest provides his personal information on voluntary basis, to be used in the booking and service realization processes and in further communication. Sunturist is obligated not to share guest’s personal information with third parties, except for the purpose of service realization. The guest agrees that his personal information may be used in Sunturist’s advertising actions.


The entry and transfer of personal data and credit card number data is protected by the highest security standards provided by the WSPay credit card online authorization system in accordance with the requirements of card and card brands and PCI DSS standards. Authorization and credit card payment is done by using the WSPay system for realtime authorization and billing.



If, during the reservation, the traveller expects he could cancel the reservation for some reason, Sunturist recommends Cancellation insurance.


Sunturist recommends travel insurance: insurance against risks of accidents and diseases, travel insurance from loss or damage of luggage as well as health insurance.

With the signing of the contract for travel, which are an important part of the trip, it is considered that the customer has been provided and recommended all types of insurance listed above. If the customer requires insurance, insurance that can be contracted directly with one of the insurers. We recommend that you read conditions of insurance prior to purchase.


The contract holder has the right to lodge a complaint in case of low-quality provision of the contracted service. The traveller is obligated to lodge a complaint about the inadequate service to the representative of the service provider immediately on the day of arrival and try to find appropriate solution with him/her. The traveller is obligated to cooperate with the service provider and the agency in good faith in order to remove service deficiencies. If that is not possible, the traveller is obligated to obtain a written receipt that a complaint has been lodged which could not be resolved in a satisfactory manner, and upon return notify Sunturist thereof in writing as soon as possible, and at the latest within 8 days from the completion of the contracted service. In case Sunturist receives the complaint after the prescribed period of 8 days, it is not obligated to examine it. Sunturist is obligated to issue a written decision within 14 days from the day of receipt of the complaint, and may postpone its issuance for another 14 days for the purpose of information collection and examination of complaint allegations, of which it is obligated to inform the traveller who has lodged the complaint in writing. Sunturist shall examine only those complaints where it was determined that the cause could not be removed on the spot. Until the issuance of the decision, the traveller waives the mediation by any other person, arbitration by the Association of Croatian Travel Agencies, judicial institutions or giving information to the media.


These General Terms and Conditions are an integral part of a Contract concluded between the traveller and Sunturist.
The traveller and Sunturist shall try to resolve any disputes by agreement. If not so, the parties agree that the Municipal Court in Pag shall have jurisdiction over any dispute which may arise, and the Croatian laws shall be applied.

Novalja, 15.11.2017.