Terms, conditions and complaints

CANCELLATION OF THE RESERVATION WITHOUT TRAVEL CANCELLATION INSURANCE

If the traveler 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. First change of the reservation, if it is possible without extra expenses, will be made for free. If the change of the reservation is not possible, and the traveler 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 HOTELS (beach resorts) cancellation costs will be calculated from the date on which ZANA TRAVEL d.o.o. receives a written request for the cancellation, and it is as follows:

  1. Cancellations done 21 day before the quest arrival NO penalty will be charged.
  2. Cancellation made between 20-15 before the guest arrival - will be charged for 50% of the total amount
  3. Cancellation made between 14-8 before the guest arrival - will be charged for 80% of the total amount
  4. Cancellation made between 7-0 days before the guest arrival or NO SHOW - will be charged for 100% of the total amount

The cancellation costs for PRIVATE APARTMENTS, HOUSES AND VILLAS will be calculated from the date on wich ZANA TRAVEL d.o.o. receives a written request for the cancellation, and it is as follows:

  1. Cancellations done 30 day before the quest arrival - will be charged for 15% of the total amount
  2. Cancellations done 29 - 22 days before the quest arrival - will be charged for 30% of the total amount
  3. Cancellations done 21 - 15 days before the quest arrival - will be charged for 40% of the total amount
  4. Cancellations done 14 - 8 days before the quest arrival - will be charged for 80% of the total amount
  5. Cancellations done 7 - 0 days before the quest arrival - will be charged for 100% of the total amount

If the traveler has to cancel within 7 days before using the service, Zana Travel d.o.o. offers the traveler a possibility to find a new user for the same reservation (if it is possible), in which case Zana Travel d.o.o. charges only for an exchange fee. The new user has all the responsibility from these "General conditions”.

If the costs of the accommodation are in fact higher than what was initially given, Zana Travel d.o.o. has the right to charge the difference. The above mentioned cancellation fees are used primarily for the changes of the reservation, but also for all other essential changes.

By realizing the payment for the booking, the client certifies that he/she is completely familiarized with all the details and conditions under which the particular accommodation unit is offered. By realizing the payment, everything stated in these General Terms and Conditions, becomes a legal obligation of the client and of the Agency. all the conditions and terms specified in this contract become legal obligation of both the client and the Agency.