1. INTRODUCTORY PROVISIONS AND DEFINITIONS
These General Terms and Conditions govern the relationship between AVALA Tourist Biro travel agency (hereinafter: the Agency) and the service user (hereinafter: the Guest). The Agency acts as an intermediary in the sale of accommodation services between the Guest and the service provider (property owner/Landlord). By submitting an inquiry or paying a deposit, the Guest confirms full awareness of these Terms and accepts them as a legal obligation.

2. CATEGORIZATION AND SERVICE DESCRIPTION
All accommodation properties offered by the Agency are categorized by the competent institutions of the Republic of Croatia. The Agency guarantees that the accommodation information on avala.hr has been collected according to information provided by the Landlord. Accommodation standards depend on the category and are subject to verification by local authorities.

3. RESERVATION PROCEDURE AND INQUIRIES (INQUIRY ONLY)
Reservations are made exclusively through direct inquiry:
Upon receiving an inquiry, the Agency checks property availability.
A reservation is considered confirmed only after the Guest pays a deposit in the amount specified in the offer (usually 30% of the total amount).
Once payment is received, the Agency issues a Voucher which serves as confirmation of the reservation and proof of paid service upon arrival at the property.

4. PRICES AND PAYMENT METHOD
Prices are expressed in euros (€). The exact price is stated in the Agency’s official offer.
Deposit: Payment is made by bank transfer or other agreed payment method.
Remaining amount: The remaining amount (70%) is paid by the Guest according to the terms on the Voucher – usually in cash directly to the Landlord on the day of arrival or by bank transfer before arrival.
Tourist tax: The legal obligation to pay tourist tax is generally included in the price, unless explicitly stated otherwise in the offer.

5. GUEST’S RIGHT TO CANCELLATION (CANCELLATION POLICY)
In case of cancellation of a confirmed reservation, the date of receipt of written cancellation notice (email) is decisive. The following fee scale applies:
Cancellation more than 60 days before arrival: The Agency refunds the paid deposit minus administrative costs (bank charges).
Cancellation from 60 to 30 days before arrival: The Agency retains the paid deposit in full.
Cancellation less than 30 days before arrival (including no-show): The full amount (100%) of the total reservation value is charged.
The Agency recommends that the Guest arrange travel cancellation insurance with an insurance company.

6. GUEST’S OBLIGATIONS AND HOUSE RULES
The Guest is required to:
Possess valid travel documents.
Comply with house rules (especially regarding noise, number of registered persons, and pets).
Damage compensation: The Guest is obliged to compensate for any damage caused to the property directly to the Landlord on-site.
Arrival/departure time: Check-in is possible from 2:00 PM, and check-out by 10:00 AM, unless otherwise specified in the Voucher.

7. COMPLAINT RESOLUTION AND CLAIMS
In accordance with the Law, the Guest has the right to submit a written complaint:
The Guest is obliged to report deficiencies immediately on the day of arrival to the Landlord and the Agency so that the problem can be resolved during the stay.
Complaints submitted after the stay has ended or after departure from the property will not be considered.
Written complaints should be sent to email: info@avala.hr. The Agency will respond within the legal deadline of 15 days.

8. PERSONAL DATA PROTECTION (GDPR)
The Agency collects personal data (name, surname, documents) exclusively for the purpose of completing the reservation and legally registering the Guest in the eVisitor system. Data is processed in accordance with the Agency’s current Privacy Policy.

9. COURT JURISDICTION
In case of a dispute that cannot be resolved amicably, the jurisdiction of the court according to the Agency’s registered office is agreed upon.