Terms and conditions


The general conditions of service provision are an integral part of the contract between the TourISTRA agency (Legal notice/Impressum: Company A.D.S. d.o.o., Matije Gupca 5, 52470 Umag, Croatia, OIB:73323157067) as a travel organizer or authorized intermediary and the traveler who accepts the offered and selected travel package. Everything stated in the general conditions represents a legal obligation for both the guest and the TourISTRA agency. General travel conditions are published on the website of the TourISTRA agency.

The TourISTRA agency undertakes all measures with the aim of providing accurate and high-quality information to its users. All information, data and photos related to accommodation facilities were collected by the agency TourISTRA from the final service provider. Although all information has been verified by TourISTRA agency employees, TourISTRA does not assume responsibility for errors, omissions, and delays in updating this or any other part of the website.


The offered accommodation units are described according to the official categorization of the local tourist organization at the time of issuing the work permit.

The prices of the services are highlighted with each accommodation unit and include those services that are described with the accommodation unit from the reservation.

Special services are services provided by the accommodation unit, but are not included in the price, so the traveler pays for them separately. Special services must be requested at the time of registration, they are added to the price of the accommodation service and are included in the final calculation.

Prices of accommodation units are published in EUR.


Applications for accommodation reservations are submitted electronically by filling out the form available on the website of the TourISTRA agency. When registering, the traveler is obliged to provide all the correct information requested in the provided reservation form, which relate to the traveler as well as to the persons he/she is registering for the trip. The TourISTRA agency does not assume responsibility for the veracity of the information provided by the traveler when registering the reservation.


Inquiries and accommodation reservations are accepted electronically and by phone, in writing or in person at the agency's office.

When making a reservation, the traveller confirms that he is familiar with these General Terms and Conditions for the provision of travel services, which he has previously carefully studied, and that he accepts them in their entirety. In this way, everything stated in these General Terms and Conditions becomes a legal obligation for both the passenger and the agency. When making a reservation, the passenger is obliged to provide all the information required by the reservation procedure. The reservation is valid with the guest's payment, any other verbal or written confirmation is not valid as a reservation. To reserve the service, it is necessary to pay an advance in the amount of 30% of the total price, and the rest of the amount is paid no later than 30 days for villas and 14 days for apartments, before the start of using the service.

If there are 30 days (for villas), 14 days (for apartments) or less before the date of arrival, 100% of the price of the accommodation service must be paid upon approved request. Payments should be made in euros and can be made by credit card or bank transfer.

After receiving the entire amount of the selected service, the traveller will be sent a voucher with exactly indicated contracted and paid services. The voucher serves as proof of the reservation of services. The traveller is obliged to hand over the voucher upon arrival at the accommodation facility, and the reserved services will be provided based on the voucher. If more people arrive in the reserved accommodation unit than indicated on the travel documents (voucher), the service provider has the right to deny accommodation to unannounced travellers or to accept all passengers with a surcharge for unannounced travellers on the spot.

By paying for the reservation, the traveller confirms that he is fully aware of all the characteristics and conditions under which the accommodation unit is offered. By paying for the reservation, the traveller confirms that he accepts the General Terms and Conditions for the provision of accommodation services. By the very act of paying for the reservation, everything stated in these conditions becomes a legal obligation for both the passenger and the TourISTRA agency.

TourISTRA uses WSPay for online payments.

WSPay is a secure system for online payments, real-time payments, credit and debit cards and other payment methods. WSPay provides customers and merchants with secure entry and transfer of entered card data, which is confirmed by the PCI DSS certificate that WSPay has. WSPay uses an SSL certificate with 256-bit encryption and TLS 1.2 cryptographic protocol as the highest level of protection when entering and transferring data.


The TourISTRA agency commits to provide the traveler with accommodation in leased facilities during the reserved period, except in case of exceptional circumstances (war, riots, strikes, terrorist actions, sanitary disturbances, natural disasters, interventions by competent authorities, etc.).

The TourISTRA agency can propose changes to the reserved accommodation or cancel the rented accommodation facilities in whole or in part if extraordinary circumstances occur before or during the vacation that cannot be avoided or eliminated, and if they had occurred at the time of the publication and sale of the program, they would have been a justified reason for the TourISTRA agency not to publish the offer, and not to receive applications and confirmations of lease of the accommodation units in question.

If the guest pays for a reservation that the TourISTRA agency cannot fulfill (online or with the wrong offer), the guest is offered an alternative.

If the TourISTRA agency can offer the traveler an alternative, the change of the reserved accommodation can only be done with the approval of the traveler. The offered alternative must be of the same or higher quality than the quality of the reserved accommodation. If the guest accepts the alternative and if it is more expensive, he is obliged to pay the difference, if the alternative is cheaper, TourISTRA agency returns the difference to the guest.

The TourISTRA agency is obliged to inform all travelers who have confirmed their arrival with a payment of a change in reservation or cancellation, immediately after the occurrence of extraordinary circumstances, and if it is impossible to find alternative accommodation, to return the unrealized amount minus administrative agency costs.


In case the traveler wants to change or cancel the reservation made according to his request, he must do so in writing (by e-mail, mail). A change is considered a change in the number of persons or the date of the start and/or end of using the service no later than 30 days before the start of using the service. The first change of reservation, if possible, without additional costs, will be made free of charge. If it is not possible to change the reservation, and if the passenger cancels the confirmed reservation because of this, the reservation cancellation condition specified below applies. In case of cancellation of a fixed confirmed accommodation reservation, the date of receipt of the written cancellation is the basis for the calculation of cancellation costs as follows:


The guest has the right to cancel the accommodation free of charge up to 30 days before arrival and has the right to a refund of 100% of the total amount of the reservation.

In case the guest cancels the reservation 30 days before the day of the booked arrival date, the Agency will keep 100% of the total amount of the reservation.


The guest has the right to cancel the accommodation free of charge up to 14 days before arrival and has the right to a refund of 100% of the total amount of the reservation.

In case the guest cancels the reservation 14 days before the day of the booked arrival date, the Agency will keep 100% of the total amount of the reservation.

For cancellation of the reservation after departure, or if the passenger does not show up at the reserved accommodation, 100% of the total price of the reservation will be charged.

If the passenger does not arrive at the reserved accommodation by midnight on the day of the start of the service and has not reported to the agency or service provider, the reservation is considered cancelled, so cancellation costs are calculated according to the above.

The Agency will return funds to the guest within 15 days of receiving the cancellation of the accommodation.


The TourISTRA agency is committed to take care of the implementation of services as well as the selection of service providers with the attention of a good businessman, and to take care of the rights and interests of travelers in accordance with good customs in tourism.

The TourISTRA agency is obliged to ensure that all leased services are provided to the traveler and is therefore liable to the traveler for possible non-performance of the leased services or part of the services.

The TourISTRA agency excludes any responsibility in case of changes and non-performance of services caused by force majeure, and due to the delay of means of transport for which the carrier is not responsible according to positive regulations and international conventions. In these cases, the traveler pays all additional costs.


The traveler is obliged to:

-          have valid travel documents. The costs of loss or theft of documents during the trip are borne by the traveler

-          comply with the customs and foreign exchange regulations of the Republic of Croatia, as well as the countries in which you are staying during your trip

-          comply with the house rules in the rented accommodation unit, and cooperate with service providers in good faith

-          upon arrival at the rented accommodation unit, present the voucher to the service provider with the exact number of persons and the type of services that must be provided to them.

In cases of non-compliance with these obligations, the traveler bears the costs and is responsible for the damage caused. By confirming the reservation, the traveler undertakes that, if he causes any damage, he will pay the service provider on the spot for all the damage caused.


If the traveler predicts during the reservation that he would have to cancel the trip due to certain situations, the agency recommends paying for a cancellation insurance policy. Cancellation insurance cannot be paid later, but only when applying for the trip. The insurance premium is calculated depending on the value of the trip.

If the traveler does not have the cancellation insurance, the agency reserves the right to payment according to the rules specified in Article 7 of this Agreement. By paying for the cancellation insurance policy, the traveler transfers all his claims to the insurance company whose cancellation insurance policy he owns, and the agency undertakes to provide the traveler with all the documentation necessary for the realization of the traveler's claim against the insurance company, which relates to the reservation. All other insurance conditions are attached to the insurance policy, and we recommend that every traveler read them personally.


Travel prices do not include the "package" of travel insurance: insurance against the risk of an accident and travel illness, insurance against damage and loss of luggage, as well as voluntary health insurance.

By signing the Travel Agreement, of which these Terms and Conditions are an integral part, it is considered that the traveler have been offered and recommended the additional insurances specified in the previous paragraph. In case the traveler requires the mentioned insurances, they can be arranged directly with one of the insurers. We recommend carefully studying the insurance conditions before purchasing.


Every traveler - holder of the contract has the right to complain about the non-performed contracted service. If the services from the offer are performed in poor quality, the traveler can demand proportionate compensation by submitting a written complaint. Every traveler has the right to complain about the unexecuted paid service. Each traveler - holder of a confirmed reservation, submits a complaint separately.

On the day of arrival, the traveler is obliged to report the inappropriate service immediately to the representative of the service provider (receptionist or owner of the accommodation, etc.) and inform the TourISTRA agency or their authorized representative about it. The traveler is obliged to first inform the service provider and try to find a satisfactory solution with him. The traveler is obliged to cooperate with the service provider and the agency in good faith to eliminate the causes of the complaint. If the Traveler accepts on the spot the offered solution to the complaint of the paid service, the agency is not obliged to accept a subsequent complaint. If the problem was not resolved even after the on-site intervention, no later than 8 days after returning from vacation, the traveler is obliged to send a written complaint together with supporting documents and photos that prove the basis of the complaint to the agency, by e-mail or mail to its address.

Complaints in written form are sent to:

Tourist agency TourIstra, Katoro 48, 52470 Umag, Croatia or by e-mail info@touristra.hr

The agency will consider only fully documented complaints received within 8 days after the end of the reservation.

While the resolution procedure lasts, and in total no more than 14 or 28 days after lodging the complaint, the traveler irrevocably renounces mediation by any other person, arbitration by UHPA or another institution, as well as providing information to the media. Likewise, during this time, the passenger waives the right to sue. The highest compensation per complaint can reach the amount of the advertised part of the service, and it cannot cover already used services or the entire amount of the service. This excludes the passenger's right to compensation for ideal damages. The agency cannot be held responsible for possible climatic conditions, cleanliness and temperature of the sea in the destinations, and all other similar situations and events that may cause passenger dissatisfaction, and do not directly concern the quality of the booked accommodation unit (e.g. bad weather, bad beach arrangement, too great distance from public beaches to accommodation, excessive traffic jams, theft or damage to property, etc.).


The traveler and the agency will try to resolve any disputes regarding the application of this Agreement amicably, otherwise they will be subject to the decision of the competent Municipal Court, and the applicable law will be Croatian law.


Umag, May 2023