Passenger Rights

The organiser of the package is Story Untold d.o.o., Novska ulica 36, Zagreb, Croatia, OIB (VAT/ID No.): 11285287779, a licensed travel agency.

Key rights under the Act on the Provision of Tourism Services

  • Travellers will receive all essential information about the package before concluding the package travel contract.

  • There is always at least one trader responsible for the proper performance of all the travel services included in the contract.

  • Travellers are given an emergency telephone number or details of a contact point through which they can reach the organiser or the travel agency.

  • Travellers may transfer the package to another person, on reasonable notice and possibly subject to additional costs.

  • The price of the package may only be increased if specific costs rise (for instance fuel prices) and if expressly provided for in the contract, and in any event not later than 20 days before the start of the package. If the price increase exceeds 8 % of the price of the package, the traveller may terminate the contract. If the organiser reserves the right to a price increase, the traveller is entitled to a price reduction if the relevant costs decrease.

  • Travellers may terminate the contract without paying any termination fee and receive a full refund of any payments if any of the essential elements of the package, other than the price, are changed significantly. If, before the start of the package, the trader responsible for the package cancels it, travellers are entitled to a refund and, where appropriate, to compensation.

  • Travellers may terminate the contract without paying any termination fee before the start of the package in the event of exceptional circumstances, for instance if there are serious security problems at the destination which are likely to affect the package.

  • Additionally, travellers may terminate the contract at any time before the start of the package in return for payment of an appropriate and justifiable termination fee.

  • If, after the start of the package, significant elements of it cannot be provided as agreed, suitable alternative arrangements will have to be offered to the traveller at no extra cost. Travellers may terminate the contract without paying any termination fee where services are not performed in accordance with the contract and this substantially affects the performance of the package and the organiser fails to remedy the problem.

  • Travellers are also entitled to a price reduction and/or compensation for damages where the travel services are not performed or are improperly performed.

  • The organiser has to provide assistance if the traveller is in difficulty.

  • If the organiser becomes insolvent, payments will be refunded. If the organiser becomes insolvent after the start of the package and if transport is included in the package, repatriation of the traveller is secured.

Insolvency protection

Story Untold d.o.o. has taken out insolvency protection with:

Croatia osiguranje d.d., Vatroslava Jagića 33, 10000 Zagreb, Croatia Phone: +385 72 00 1884 · E-mail: info@crosig.hr Insolvency protection policy No.: 381625000352

Travellers may contact Croatia osiguranje d.d. or, where applicable, the competent authority (Državni inspektorat / State Inspectorate, Tourism Inspection, Šubićeva 29, 10000 Zagreb, Croatia) if services are denied because of the insolvency of the organiser Story Untold d.o.o.

Links