General Terms and Conditions

1. Agency Role and Introductory Provisions

These General Terms and Conditions govern the rights and obligations between the guest (hereinafter: Guest) and the company:

• Company: Napoletano d.o.o.

• Address: Giuseppe Garibaldi 13, 52470 Umag, Croatia

• VAT ID (OIB): 37410142819

• Brand: Istria Partner (hereinafter: Agency)

• Contact: info@istriapartner.com

The Agency acts exclusively as an intermediary between the Guest and the accommodation provider (host). The Agency undertakes to provide accurate information, enable a secure booking process, and ensure that the service corresponds to the presentation. The Agency is not directly liable for errors made by the host but will take all reasonable steps to prevent or rectify them.

2. Reservation and Payment Schedule

A reservation is considered valid only after the advance payment is made and a confirmation is issued.

• Booking Confirmation: The Guest is required to pay 30% of the total amount (deposit) immediately upon booking.

• Balance Payment: The remaining 70% of the amount must be paid no later than 30 days before arrival.

• Last-minute Bookings: For bookings made within 30 days of the arrival date, an immediate transfer of the full amount (100%) is required.

• Voucher: Upon receipt of the full payment, the Agency will provide the Guest with a voucher containing precise accommodation details and arrival instructions.

3. Prices and Included Services

All prices are expressed in Euros (EUR) and include VAT.

• Included: Accommodation, bed linen, towels, utility consumption (electricity, water), internet (where available), and final cleaning, unless stated otherwise.

• Tourist Tax: Usually included in the price, unless explicitly stated as payable on-site.

• Additional Costs: Services such as pets, extra beds, or baby cots may be charged extra according to the facility's price list.

4. Cancellation Policy

a) Cancellation by the Guest:

• Up to 30 days before arrival: 70% of the paid deposit is refunded.

• Less than 30 days before arrival: In case of cancellation within this period, no refund is possible, and the Agency retains the total amount paid.

• No-show: If the Guest fails to appear, no refund is possible.

• Early departure: If the Guest decides to shorten their stay, there is no refund for unused nights.

b) Cancellation by the Agency or Host: In case of force majeure, the Agency reserves the right to cancel or modify the booking, provided that it:

1. Offers adequate alternative accommodation of a similar category.

2. Offers lower category accommodation with a refund of the price difference.

3. Provides a full refund if no alternative is acceptable to the Guest.

5. Check-in and Check-out

• Check-in: From 16:00 (4 PM) on the day of arrival.

• Check-out: By 10:00 (10 AM) on the day of departure.

  Late arrivals (after 20:00) must be announced in advance.

6. House Rules, Occupancy, and Deposit

• Number of Persons: Only the number of persons stated on the confirmation may stay in the facility. Exceeding this number may result in termination of the stay without a refund.

• Parties: Organizing parties or loud gatherings is strictly prohibited.

• Damage Deposit: The host may request a security deposit, which is returned at departure if the property is in its original condition.

• Liability: The Guest is personally liable for any damage caused to the property or inventory.

7. Complaints

The Guest is obliged to report any irregularity immediately on-site to the Agency or host. Complaints submitted after the stay or without prior notification during the stay will not be considered.

8. Disclaimer

The Agency is not liable for theft, loss of valuables, personal injuries, or accidents occurring during the stay. We are also not liable for temporary utility outages (electricity, water, internet) caused by external factors.

9. Data Protection (GDPR)

The Agency collects Guest data solely for processing the reservation and the legal obligation to register guests in the eVisitor system.

10. Jurisdiction

By confirming the reservation, the Guest accepts these Terms in full. Any disputes shall be resolved before the court at the Agency’s registered seat under Croatian law.