These General Terms and Conditions regulate the relationship between DOMUS DIVINA d.o.o., with its registered office at Ulica Dumići 59, Grebaštica, OIB: 36584692463 (hereinafter: the Agency), and any Guest who books accommodation through the Agency, as well as any User who accesses the Agency’s website, browses its content, uses the available information, or clicks on the offered services (hereinafter collectively: the Guest or the User), even if no booking is made.
We kindly ask you to read these General Terms and Conditions carefully before making a reservation through the Agency’s website. By using the website and/or making a reservation, you confirm that you have read, understood, and accepted these Terms.
Please note that the Agency’s website may contain links (hyperlinks) to other websites. By following such a link, the User leaves the Agency’s website. The Agency bears no responsibility for the content, services, accuracy of information, or privacy policies of any external sites.
The Agency acts on behalf of and for the account of the property owner, mediating the conclusion of a rental agreement between the Guest and the property owner (hereinafter: the Owner). By booking the selected accommodation and accepting these General Terms and Conditions, you are deemed to have accepted the Owner’s offer to enter into a rental agreement.
For the purpose of mediation, the Agency provides the following services:
As the Agency acts solely as an intermediary, its responsibility is limited to connecting the Guest and the Owner as contracting parties, providing information, and offering technical support during the booking and payment process. The Agency shall not be liable for the fulfilment or non-fulfilment of the Owner’s obligations. In particular, the Agency does not accept responsibility for:
The Agency accepts reservations exclusively through the online booking system available on its website.
If you decide to rent a property, the booking procedure depends on whether the selected accommodation is available for instant booking or booking on request. A mobile home can only be booked through the instant booking option.
For properties available for instant booking, the reservation is made directly through the booking system without the need for prior availability confirmation from the Agency. You are required to select your preferred dates, complete the required booking form, and make payment of the advance payment or the total rental amount, as instructed. Once the booking and payment have been successfully processed, the system automatically generates and sends a booking confirmation by e-mail.
If the selected property is available on request only, you may submit an enquiry for the desired period through the website. Upon receipt of your enquiry, the Agency will check availability and, if the property is available, send you an e-mail containing details on the price, conditions, and payment instructions for the advance payment or total amount, depending on the applicable payment model.
Regardless of the booking method, the reservation is considered valid once the Agency has recorded your payment (in the case of card payment) or received your proof of payment by e-mail (in the case of bank transfer), and after the booking confirmation has been issued to you.
Details regarding payment methods and payment registration are described in the section “Accommodation Payment Terms and Advance Payment” below.
All communication with the Agency shall take place exclusively through the official communication channels listed on the Agency’s website. For faster coordination, the Agency may also use other forms of communication (for example, telephone calls), but written confirmation by e-mail shall be deemed official and binding.
The Agency will process your enquiries within its technical capabilities and during regular working hours. After your arrival at the accommodation, any further communication regarding the accommodation itself, changes, or special requests falls under the responsibility of the Owner. The Agency will, in good faith and to the extent reasonably possible, assist you in providing information even after your arrival; however, it shall not be obliged to provide such support or to resolve issues that may arise during your stay.
At the time of booking, the Guest is required to provide accurate and up-to-date information. The Agency shall not be held liable for any consequences arising from inaccurate or incomplete data provided by the Guest.
When making a reservation, the Guest may specify any special requests (for example, an extra bed, baby cot, stay with pets, late arrival, and similar). The Agency shall make every reasonable effort to forward such requests to the Owner; however, it cannot guarantee that they will be fulfilled unless expressly confirmed in writing.
All prices published on the Agency’s website are expressed in euros (EUR) and include VAT (Value Added Tax), tourist tax, and all other mandatory charges, unless stated otherwise. If there are additional costs (such as final cleaning, pet fees, or optional extra services) not included in the total price, these will be clearly indicated in the property description or during the booking process
The Agency reserves the right to change the published accommodation prices in the event of changes made by the Owner, currency exchange rate fluctuations, tax adjustments, or other circumstances beyond the Agency’s control. Price changes shall not affect bookings that have already been confirmed, unless the Guest requests a modification of the booking dates, number of guests, or other conditions affecting the total price.
When booking the selected accommodation, the Guest is required to pay an advance payment amounting to 30% of the total rental price. The advance payment serves as a booking guarantee and forms part of the total accommodation price. If the booking is made within 30 days prior to arrival, the Guest shall pay the full rental amount immediately upon booking. For mobile home reservations, the full accommodation price must be paid immediately at the time of booking.
Payments may be made as follows:
If the advance payment or the full amount of the accommodation price is not received within the required time, the booking shall be deemed invalid, and the Agency shall not be obliged to hold the selected dates.
If only the advance payment was made at the time of booking, the Guest shall pay the remaining balance no later than 30 days prior to arrival, or in cash upon arrival if such payment method has been expressly approved by the Owner. Failure to pay the remaining amount within the specified period will result in the cancellation of the booking without entitlement to a refund of the advance payment.
The Agency uses certified and secure payment systems that ensure reliable and encrypted communication between the User and the payment platform. When payments are made via online services, all payment data is transmitted using SSL encryption and is not stored on the Agency’s servers.
You are expected to arrive at the accommodation on the start date of the reservation, within the time specified in the booking confirmation or as otherwise communicated by the Agency.
As a general rule, check-in is available from 4:00 p.m. on the day of arrival, unless otherwise agreed. If you expect to arrive late or are unable to arrive on the scheduled day, you are required to notify the Owner in due time to ensure a smooth arrival and handover of the accommodation. If you fail to arrive at the property by the end of the second day of the reservation and have not informed the Owner, it shall be considered that you have cancelled the reservation without the right to a refund of any paid amounts.
As a general rule, you are required to check out by 10:00 a.m. on the day of departure, unless otherwise agreed. Upon departure, you are required to:
Late departure without prior agreement may result in an additional charge, in accordance with the Owner’s rules.
In certain properties, the Owner may require a security deposit, payable in cash upon arrival, as a guarantee against any damage caused during your stay. The amount of the deposit will be specified in the property description and/or in your booking confirmation.
The deposit will be refunded in full upon departure if no damage has occurred to the property, its equipment, or inventory, and if no additional costs remain unpaid.
If any damage has been caused, the deposit may be partially or fully retained, depending on the estimated cost of repair or replacement of the damaged items. If the damage exceeds the amount of the deposit, you are required to reimburse the full cost of the damage according to actual expenses.
You may request a change to your booking — such as the dates of stay, number of guests, or other booking conditions — subject to availability of the property and the Owner’s approval. If the change results in a higher total price (for example, due to seasonal rates, length of stay, or other pricing conditions), you will be required to pay the difference in price. If the change results in a lower total price than the original booking, you will not be entitled to a refund of the difference.
You may modify a mobile home reservation up until the scheduled arrival date. Where the Agency receives a request for such a change, the modification may be made at no additional cost, provided that the requested conditions can be met, i.e. that the change is acceptable and feasible (for example, if an alternative date is available or if the change in the number of guests does not affect the ability to perform the booking).
If the requested change cannot be accommodated and you decide to cancel the booking as a result, or if you fail to pay any increase in the accommodation price arising from the change, the cancellation rules set out in these Terms will apply.
You may cancel a reservation for a holiday home or villa at any time; however, in such cases you are not entitled to a refund of the advance payment or any part of the total accommodation price, regardless of the reason for cancellation.
You may cancel a mobile home reservation at any time as well. If you cancel 28 full days or more before the planned arrival date, you are entitled to a full refund of the amount paid. The cancellation must be received at least 28 full days prior to the scheduled arrival date in order for the refund to be issued in full. If you cancel within 28 days prior to arrival, no refund will be possible.
Exceptionally, if the cancellation occurs due to extraordinary and unforeseeable circumstances that you could not have prevented or avoided (e.g. illness, accident, death in the family, natural disaster, or other similar force majeure events), the Owner may, at their sole discretion and in good faith, grant a partial or full refund of the amount paid. The decision lies exclusively with the Owner, and the Agency shall not be held responsible for the Owner’s decision. If the Owner approves a refund, the Agency will process the payment only after the refunded amount has been received from the Owner.
If you fail to arrive at the accommodation without prior notice or if you leave before the end of your booked stay, it will be considered that you have cancelled the reservation, and you will not be entitled to any refund of the amount paid.
The Owner reserves the right to cancel a confirmed booking due to reasons beyond the control of both the Owner and the Agency, such as:
In the event of cancellation by the Owner, the Agency will inform you without delay and, to the extent reasonably possible, attempt to offer alternative accommodation or alternative dates. If the Agency is unable to provide a suitable alternative, you will be entitled to a full refund of all amounts paid for the cancelled booking.
In cases of serious violation of house rules or damage caused to the property, you are not entitled to a refund of any paid amounts (including advance payments or remaining balances), and you must leave the property immediately as instructed by the Owner.
In both situations described above, the Agency will assist in facilitating communication and, where possible, help find an alternative solution; however, the Agency does not assume financial responsibility for any damage, loss, or additional costs incurred, nor any other form of liability.
Upon arrival at the accommodation, you are required to present valid personal identification documents (identity card or passport) for all persons staying at the property to the Owner or the Owner’s authorised representative, for the purpose of legal registration in the eVisitor system — the official national system of the Republic of Croatia for registering and deregistering tourists. This system ensures compliance with the statutory obligation to record guest arrivals and departures in accommodation facilities, as well as the calculation of tourist taxes and other legally prescribed duties.
If you refuse to provide the requested identification details for registration purposes, the Owner reserves the right to deny access to the accommodation.
Before the start of your stay, you are kindly asked to familiarise yourself with the house rules of the property you have booked. The house rules will be clearly displayed in a visible place within the accommodation. You are required to comply with the house rules, particularly regarding noise restrictions, quiet hours, and the prohibition of organising events or gatherings without prior approval from the Owner.
If your behaviour disturbs the peace, causes damage to the property, or violates the house rules, the Owner has the right to ask you to leave the property immediately, without any entitlement to a refund of the amounts paid.
Use of swimming pools, jacuzzis, terraces, barbecues, stairways, and any other property facilities is at your own risk. Special care and supervision are required when children are present — parents or guardians are fully responsible for monitoring their children during the stay.
The Agency shall not be held liable for any accidents, injuries, damage, or losses that may occur to you, members of your group, or any third parties not registered as guests, during your stay at the accommodation.
You are required to use the accommodation, furniture, appliances, and equipment with due care and in accordance with their intended purpose. If you or any accompanying guest causes damage to the property or to the Owner’s belongings, you are required to report the damage immediately to the Owner and compensate for the loss. If the damage is not settled on site, the Owner has the right to deduct the cost of the damage from the paid security deposit or to issue a subsequent invoice for the amount due.
The Agency is authorised to provide the Owner with any data it holds about you that may be necessary for the collection of damages or for initiating appropriate legal proceedings to recover such damages.
Any complaints or objections regarding the quality or condition of the accommodation should, whenever possible, be reported immediately on site to the Owner or the Owner’s representatives, so that the issue can be resolved in a timely manner. If the Owner is unable to resolve the issue or if you believe that your complaint has not been adequately addressed, the Agency will, in good faith, act as an intermediary between you and the Owner in an attempt to find a solution. However, the Agency does not assume responsibility for the Owner’s conduct or for any dissatisfaction with the outcome of the complaint.
If you wish to submit a complaint concerning the intermediary services of the Agency, you may do so directly by e-mail at info@villuna.de. The Agency will acknowledge receipt of the complaint within 15 days and provide a written response within 15 days from the date of receipt.
If you are not satisfied with the Agency’s response, you may file a complaint via the European Commission’s Online Dispute Resolution (ODR) platform, available at https://ec.europa.eu/consumers/odr/.
The Agency’s primary goal is to ensure that every guest is satisfied and that any potential issues are resolved amicably, promptly, and fairly, to the mutual satisfaction of all parties.
In the event of a legal dispute, the matter shall fall under the jurisdiction of the competent court at the Agency’s registered seat, unless otherwise required by applicable law.
All intellectual property rights related to the Agency’s website are owned by the Agency or have been duly licensed to it by third parties. This includes, but is not limited to, all texts, descriptions and promotional materials, photographs and videos, the Agency’s logo, name, and visual identity, as well as the website’s design, structure, databases, and the technical solutions used to display the listings.
Users are permitted to view and share links to the website’s content solely for personal and non-commercial purposes. It is strictly prohibited to copy, download, reproduce, modify, publicly display, automatically collect data from the website, or otherwise use any content without the Agency’s prior written consent.
Detailed information on which personal data the Agency collects, for what purposes, how it protects such data, and what rights you have as a data subject are set out in the Privacy Policy, which forms an integral part of these General Terms and Conditions and is available on the Agency’s website.
The Agency reserves the right to amend or supplement these General Terms and Conditions at any time, without prior notice. The updated version of the Terms will be published in an appropriate place on the Agency’s website and shall apply from the date of publication.
For all bookings already confirmed, the version of the General Terms and Conditions in force at the time of booking confirmation shall apply.
