Terms & Conditions

All direct accommodation reservations at Apartments Istria Punta Umag are subject to our non-refundable payment and cancellation conditions.

These Terms & Conditions govern direct accommodation reservations and stays at Apartments Istria Punta Umag, operated by ISTRIA PUNTA d.o.o.

These Terms apply to bookings made directly through our website, by email or through direct communication with our team.

Reservations made through external booking platforms are also subject to the payment and cancellation conditions specifically displayed and accepted on those platforms at the time of booking.

In the event of a conflict, mandatory applicable law and the terms expressly agreed for an individual reservation take precedence.

Guests may request a reservation through our website or by contacting us directly.

All reservations are subject to availability and confirmation by Apartments Istria Punta Umag.

Reservation Procedure

1. The guest submits a reservation request for the desired apartment, dates and number of guests.
2. We provide the accommodation price, reservation details and available payment methods.
3. The guest reviews and accepts the applicable payment and cancellation conditions.
4. The guest chooses either secure card payment through Stripe or bank transfer.
5. For card payments, the required prepayment is processed through Stripe.
6. For bank transfers, the guest must ensure that the required prepayment is received within 48 hours of submitting the reservation request.
7. The reservation becomes confirmed only when the required payment has been received and written booking confirmation has been issued.

Bank Transfer Reservation Deadline

Guests selecting bank transfer as their payment method must complete the required initial payment within 48 hours (2 days) of placing the reservation request.

Payment must be received in the bank account specified in our payment instructions within this period.

Accommodation Prices

Prices may vary depending on the dates, season, length of stay, availability and applicable offers.

The accommodation price confirmed in writing for an accepted reservation will remain the agreed accommodation price unless both parties agree otherwise or applicable law requires an adjustment.

Any additional mandatory charges will be disclosed before the reservation is completed.

3.1 Non-Refundable Initial Payment

A non-refundable prepayment equal to 50% of the total accommodation price is required to confirm a direct reservation made more than 15 days before arrival.

This payment forms part of the total accommodation price and is not a separate refundable security deposit.

By proceeding with the reservation, the guest expressly accepts the non-refundable nature of the prepayment, subject to applicable mandatory law.

3.2 Remaining 50% Payment

The remaining 50% of the accommodation price must be received no later than 15 calendar days before the scheduled arrival date.

The payment deadline is calculated according to the local date and time in Croatia.

The exact final payment date will be communicated in the reservation confirmation or payment instructions.

The outstanding balance may be paid by a secure Stripe card payment link or by bank transfer, according to the instructions provided.

3.3 Failure to Pay the Balance

If the remaining balance is not received by the specified deadline, we reserve the right to cancel the reservation for non-payment.

In that event, the initial non-refundable 50% prepayment will be retained in accordance with the agreed cancellation conditions, except where applicable law requires otherwise.

Following cancellation, the reserved accommodation dates may be made available for new reservations.

We will notify the guest of the cancellation using the contact details provided.

3.4 Last-Minute Reservations

For reservations made 15 calendar days or less before arrival, 100% of the accommodation price must be paid to confirm the reservation.

Card payments may be completed immediately through Stripe.

For bank transfers, payment must be received within 48 hours of the reservation request and in all cases before check-in, whichever occurs first.

Such bookings are non-refundable under these conditions, subject to mandatory consumer rights.

3.5 Accepted Payment Methods

3.6 Bank Transfer Processing

Guests choosing bank transfer are responsible for ensuring that payment is received within the applicable deadline.

The payment reference and account information provided in the booking instructions should be used.

Bank processing times, weekends and public holidays should be taken into account.

A bank transfer instruction or payment confirmation submitted by the guest does not by itself constitute receipt of funds.

If a transfer is received after an unpaid provisional reservation has been cancelled, we will contact the guest to arrange a refund or, if both parties agree, a new reservation. An expired reservation is not automatically reinstated.

Direct accommodation reservations are offered under our non-refundable booking policy.

4.1 Cancellation by the Guest

If a guest cancels a confirmed reservation, the initial 50% accommodation prepayment will not be refunded.

This condition applies regardless of how far in advance the guest cancels, except where a refund is required by law.

4.2 Cancellation After Full Payment

If the guest cancels after paying the full accommodation price, the accommodation payments already made are non-refundable under the agreed booking conditions, subject to mandatory legal rights.

4.3 Cancellation Due to Non-Payment

If the guest fails to pay the remaining 50% by the deadline of 15 calendar days before arrival, the confirmed reservation may be cancelled for non-payment.

The initial 50% prepayment will be retained in accordance with the agreed conditions, except where applicable law requires otherwise.

4.4 Unpaid Provisional Reservations

A provisional bank transfer reservation is not confirmed until the required initial payment has been received.

If payment is not received within 48 hours of the reservation request, the incomplete reservation will be cancelled and removed from the active reservation system.

No cancellation fee is charged for an unpaid provisional reservation that was never confirmed.

4.5 No-Show

If a guest fails to arrive for a confirmed and fully paid reservation without cancelling or notifying us, the reservation may be treated as a no-show.

Accommodation payments already made are non-refundable in this situation, subject to applicable law.

4.6 Early Departure

If a guest voluntarily leaves before the scheduled departure date, unused accommodation nights are not refunded under the agreed non-refundable conditions, except where required by law.

4.7 Cancellation Requests

Guests wishing to cancel a reservation should contact us in writing at:

info@istria-punta.com

Please include the name used for the reservation, reservation reference and scheduled arrival date.

5.1 Changes Requested by Guests

Requests to change arrival dates, departure dates, the length of stay or the number of guests must be submitted in writing.

Reservation changes are subject to availability and our prior written approval.

We are not obliged to accept a requested change to a confirmed non-refundable reservation.

If a change is approved, any applicable price difference or additional charges will be communicated before the change is confirmed.

A requested change does not suspend an existing payment deadline unless expressly agreed in writing.

5.2 Cancellation by the Accommodation Provider

If we are unable to provide the confirmed accommodation and must cancel the reservation for reasons attributable to us, we will refund all accommodation payments received for the services not provided.

Any additional mandatory remedies available to the guest under applicable law remain unaffected.

We will notify the guest as soon as reasonably possible and provide relevant information regarding the cancellation.

5.3 Exceptional Circumstances

Events outside the reasonable control of either party will be addressed in accordance with applicable Croatian law.

Nothing in these Terms excludes rights or remedies that cannot lawfully be excluded.

Arrival Instructions

Guests will receive information about access to their apartment and the check-in procedure before arrival.

Self-check-in or remote check-in may be available according to the instructions provided.

Guests should notify us in advance if they expect to arrive late or need special arrival arrangements.

Early Check-in and Late Check-out

Early check-in or late check-out is subject to availability and prior approval.

Additional charges may apply when agreed in advance.

Unauthorized late check-out may result in reasonable additional charges or liability for resulting losses, in accordance with law.

Tourist Tax

The Croatian tourist tax is not included in the accommodation price, unless expressly stated otherwise in an individual booking offer.

Tourist tax is calculated according to the applicable official rates in Umag, Croatia.

Rates may vary depending on the season, the age of the guest and applicable local regulations.

Age-based exemptions or reductions are applied in accordance with applicable law.

The applicable amount and payment instructions will be communicated to guests separately.

Additional Services

Any optional services or additional charges will be disclosed before the guest agrees to them.

No additional paid service will be imposed solely because the guest declines an optional offer.

Croatian legislation requires accommodation providers to register guests in the official eVisitor system.

Guests must provide the information legally required for their registration.

This information may include guest names, birth dates, nationalities, residence details, identification document details and stay dates, as required by law.

Registration may be arranged remotely where appropriate and legally permitted.

We process guest information in accordance with applicable data protection legislation.

Please review our Privacy Policy for further details.

All guests must respect our House Rules and use the accommodation and shared facilities responsibly.

Damage to Property

Guests may be held responsible for damage resulting from their actions or negligence, in accordance with applicable law.

Any compensation request will take account of the circumstances, evidence and actual loss.

Serious Violations

Serious or repeated violations of the House Rules may result in termination of the stay where legally permitted.

Any resulting charges, refunds or compensation will be determined in accordance with the agreement and mandatory law.

If you experience a problem with your accommodation, please inform us as soon as reasonably possible so that we can investigate and seek a solution.

Consumers may submit written complaints regarding our accommodation services.

Written complaints can be sent by email or by post using our contact details.

We will acknowledge receipt of a written complaint without delay and provide a written response within 15 days of receipt, in accordance with Croatian consumer protection legislation.

Full complaint procedures, business identification and consumer information are available on our Legal Information & Complaints page.

Protection of Consumer Rights

Nothing in these Terms & Conditions limits or excludes any mandatory statutory consumer rights available under Croatian or European Union law.

These Terms & Conditions are governed by applicable Croatian law, without prejudice to mandatory consumer protection rules that may apply.

If any provision is found to be invalid or unenforceable, the remaining provisions continue to apply to the extent permitted by law.

Changes to These Terms

We may update these Terms for future reservations.

Updated conditions will be published on this website.

Changes do not retrospectively alter the contractual terms of an existing confirmed reservation without the parties' agreement or another valid legal basis.

Acceptance of Terms

Before confirming a reservation, guests must have an opportunity to review the applicable booking conditions.

By expressly accepting these conditions and completing the required payment, the guest agrees to the applicable contractual terms, subject to mandatory law.

For questions regarding reservations, payments, cancellations or these Terms & Conditions, please contact us.

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