Terms and conditions

1. BOOKING AND CONFIRMATION

When you make a booking with Rasovic Studio Architectures you must accept on behalf of your party these terms and conditions and by doing so you also guarantee that you have the authority to accept these terms and conditions on behalf of your party. A contract between you and Rasovic Studio Architectures d.o.o. will be made once we have received your 20%-50% deposit, or full payment if your booking is within 60 days of departure. We will issue you with a confirmation invoice detailing all the elements of your booking, this is sent via email and will be sent within 4 days of booking, if for any reason this is not received it is your responsibility to advise us and in this case we will send again. It is your responsibility to check this carefully immediately on receipt and notify us of any errors as any changes subsequently made to your booking will be treated as an amendment or cancellation and may be subject to a charge. If you make any special requests, and we do not confirm whether these can be met prior to booking, such requests will not be guaranteed. We will not be able to advise you whether such special requests have been fulfilled before you leave. You should check carefully the booking details and all documentation provided to you (including these booking conditions) and contact us immediately if you think any details, we give you are inaccurate. The person who makes or pays for the booking must be at least 18 years old and at least one person over the age of 18 years must be staying in the accommodation. We reserve the right to refuse single sex groups and if a single sex group booking is accepted, an additional security deposit will be required.

2. BALANCE PAYMENT

The balance of the price of your holiday must be paid at least 60 days prior to the departure date. The due date will be clearly stated on your confirmation invoice, if the balance is not paid in time, we reserve the right to cancel your holiday, retain your deposit and apply cancellation charges as set out in section 6 below. You may pay for your holiday using a credit card (Visa or Mastercard); by debit cards or bank transfers. Please note we do not accept payment by cheque and we are unable to accept payment by American Express or any other payment medium.

3. PRICES AND PRICE CHANGES

The price of your holiday elements booked will not be subject to any surcharges after our confirmation invoice. If you obtain a quote from us for a booking but do not book it at the time, we reserve the right to increase or decrease the price at any time before you book. All prices are quoted in Euros (unless otherwise stated).

Please note we operate fluid pricing on all our products, which means that the price may go up or down after you have booked your holiday. In circumstances where the price has gone down after you have booked you will not be entitled to claim any refund of the price difference from the price at confirmation, just as if the price goes up, we will not be entitled to claim any price difference from the price at confirmation.

4. ALTERATIONS BY YOU

If you wish to make any changes to your holiday after it has been confirmed this must be communicated to us as soon as possible and in writing. Charges for changes or cancellations are calculated from the date we receive your request or notification in writing. We will try to assist wherever possible but cannot guarantee that any such changes can be made.

5. ALTERATION BY US

We reserve the right to change any holiday details, including the price, before you book in which case, we will tell you before the holiday contract takes effect. Occasionally a change or cancellation may occur after you have booked, but before you depart. A change may be “major” or “minor”. We reserve the right to correct minor or obvious errors in your booking details at any time. If there is a major change before departure, we will tell you as soon as practicable. We will then offer you the choice of accepting the change, taking the alternative accommodation (if it is more expensive you will have to pay the difference, but if it is cheaper, you will receive the appropriate refund) or cancelling and receiving a full refund.

The meaning of unavoidable and extraordinary circumstances is defined as a situation beyond the control of the party who seeks to rely on such a situation and the consequences of which could not have been avoided even if all reasonable measures had been taken. This includes, but is not limited to, war, threat of war, riot or civil disturbance, industrial dispute or threatened industrial dispute, natural or nuclear disaster, adverse weather conditions, fire or flood, terrorist activity or threatened terrorist activity, closure of ports and airports and car hire depots, unforeseen local building works or road works, actions of national or local governments or any similar circumstances beyond our control.

6. CANCELLATION BY YOU

You, or any member of your party, may cancel your holiday at any time providing that the cancellation is made by the same person who made the booking and is communicated to us in writing by email to booking@kotorapartments.me or booking@montenegrotours.me

We will retain your deposit and in addition will apply cancellation charges as shown below:

Between 60 – 40 days 50%

Between 39 – 31 days 80%

30 days or less – 100%

Travellers also have the right to terminate the package travel contract without paying a cancellation charge if unavoidable and extraordinary circumstances occur at the place of destination or its immediate vicinity which significantly affect the performance of the package or the carriage of passengers to the destination as defined in article 5.

7. CANCELLATION BY US

We reserve the right in any circumstances to cancel your holiday. However, in no case will we cancel your holiday less than 60 days before the departure date except for reasons of unavoidable and extraordinary circumstances (as defined in article 5), or failure on your part to pay the final balance. In circumstances where we are unable to provide the holiday booked, we will return to you all monies paid, or offer you an alternative holiday of comparable standard and if a cancellation occurs within 60 days of departure.

8. INSURANCE

You must have adequate insurance cover before you travel and you should be able to if requested provide us with the details of your policy before travelling. It is your responsibility to ensure any policy meets your needs, including the cost of cancellation by you and assistance overseas if you suffer accident or illness.

9. PASSPORTS, VISAS AND HEALTH REQUIREMENTS

All citizens require a valid full passport. Please ensure you have sufficient validity on your passports. Guests should check with a local Montenegrin and Croatia Embassy to determine the minimum validity on passports required.

Latest travel advice for travel to Montenegro and Croatia can be found at the FCDO website by www.gov.me/diplomatske-misije/ambasade-i-konzulati-crne-gore-u-svijetu for Montenegro and

https://croatia.hr/en-gb for Croatia

10. YOUR ACCOMMODATION AND SAFETY

You undertake to accept the holiday accommodation allocated to your booking and to take responsibility and exercise reasonable care in respect of your accommodation and its equipment and facilities. It is our aim at Rasovic Studio Architecture d.o.o. that your holiday is safe and trouble free. We are actively working to raise safety standards of accommodation overseas. In return we ask that you be mindful of your own duty of care and give thought to your own and other members of your party’s safety whilst you are away. Local regulations may mean that the layout and services within the accommodation are different from those to which you may be accustomed. The accommodation provided must only be used by the person(s) shown on your booking confirmation and subletting, sharing or assignment is prohibited. Children under the age of 18 must not be left unaccompanied in the accommodation at any time. The maximum number of occupants for each accommodation unit detailed in our descriptions should under no circumstances be exceeded, without prior written agreement. Our staff and owners are instructed to refuse admission or evict as necessary client who fail to comply with this condition. Likewise, if in our opinion, you are, or appear to be, behaving in such a way as to cause disturbance or annoyance to third parties, or causing damage to the property, we may terminate your holiday. In this situation we will have no further liability to you and you will be responsible for any extra expense you incur as a result. You will also be responsible for meeting any claims for damage or breakages.

11. CONDITIONS APPLICABLE SPECIFICALLY ON CRUISE

We provide a variety of vessels that operate cruise holidays in the Adriatic, in all cases these boats comply with all local maritime safety standards. Please note that while on the boat it is important that you listen to and understand the safety briefing you will be given by the captain or our representative on arrival. Please also be aware that due to weather conditions or other safety reasons the captain may be forced to vary the route and that this is his prerogative. If any guest is found to be ignoring safety rules, or acting in such a way to cause harm to themselves, other passengers or crew we reserve the right to offload at the nearest port, in this case we bear no responsibility for their onward travel. The captain and crew are there to ensure everyone has a safe holiday, please follow any instructions they give you to ensure that you have a safe and enjoyable time. 

It is important that all passengers booking a boat holiday have a reasonable level of mobility as in some cases you will be required to walk down to steps to a tender which will take you to shore. If you are in any doubt about your mobility, please contact us and we will provide you advice.  

12. COMPLAINTS

In the unlikely event that you do encounter a problem while on holiday you must immediately notify our local representative to try to resolve this problem at the time. If there is an identified problem at your accommodation, we reserve the right to access the property to rectify any problem and allowances must be made by you for any local conditions regarding the reasonable time taken to rectify the problem. A failure to notify us, or allow us or our suppliers to rectify the problem, will reduce or negate any claim for compensation that you may wish to make.

If your complaint cannot be resolved locally you are required to complete a report form with our representative called a Guest Services Report (GSR) or alternatively you can write down brief details Please bear in mind that complaints raised on your return from holiday are rarely resolved satisfactorily and we will not deal with any complaint that has not been reported to our local representatives unless there is a valid reason for not doing so.

All complaints must be made in writing within 7 days of your return from the lead passenger on your booking. We are unable to deal with any complaints received more than 7 days after your return. If you have booked through an agent you may choose to make your complaint through them, in which case our response would be to your agent unless they advise us otherwise.

In all cases where a complaint has been received post stay if this meets the requirements to merit investigation, we will get the relevant reports from our suppliers and representatives and respond to your email within 7 days. Upon receipt of a complaint, we will send you or your agent an acknowledgement.

13. PERSONAL INJURY (UNCONNECTED WITH ARRANGEMENTS MADE BY US)

If any client suffers death, illness or injury whilst overseas arising out of any activity which does not form part of the holiday arrangements made through us, we shall, at our discretion offer advice, guidance and assistance to help you in resolving any claim you may have against a third party.

14. DATA PROTECTION/PRIVACY POLICY

We are collecting your personal information for the purposes of booking the travel services that you have requested. This information, including any information about any health or medical issues that you tell us about and your passport details will be sent to the suppliers who will be providing your travel services. By giving your consent you agree to us passing on your personal details for the purposes of your booking. If you are making this booking on behalf of other people, please confirm that you have the consent of those other people to pass their personal details to us and for us to pass them on to the suppliers who will be providing their travel services.

Rasovic Studio Architecture d.o.o. will not supply any personal client information to any 3rd party excepting that which is required by a supplier to process your booking.

15. DATA PROTECTION DURING PAYMENTS

When entering payment card data, confidential information is transmitted via a public network in a protected (encrypted) form using the SSL protocol, using the most modern methods of tokenization of sensitive data, and following PCI-DSS standards. Payment card information is never available to the merchant.

3D Secure protection for all merchants and customers – AllSecure Payment Gateway uses the highest global standards of data protection and privacy. All merchants using the AllSecure Payment Gateway are automatically included in 3D-Secure protection, thus guaranteeing the security of purchases to customers. Customers’ payment card numbers are not stored on the merchant’s system, and the registration itself is protected by SSL data encryption.

PCI DSS Standards – AllSecure Payment Gateway constantly complies with all requirements of card organizations in order to increase the security level of merchants and customers. From 2005 to today, without interruption, the system has been certified as PCI-DSS Level 1, which represents the highest standard in the industry. PCI Data Security Standard (PCI-DSS) is a norm that defines the necessary security measures for processing, storing and transmitting sensitive card data. PCI Standards protect sensitive data about the cardholder during the entire payment process: from the moment of data entry at the merchant’s point of sale, during communications between the merchant and relevant banks and card organizations, as well as later storage of that data.

Check with the bank that issued the card whether your card supports payment via the Internet.

16. PAYMENT METHODS

Payment for products on our online site can be made in one of the following ways: with payment cards – VISA, Maestro, or MasterCard that support payment via the Internet. Payment by card is realized in cooperation with AllSecure doo and [BANK] and is done in a safe and certified way through the AllSecure Payment Gateway, by simply entering data from the payment card.

After entering the card data and confirming the payment, the bank authorizes the transaction and the order is approved and enters the further process of preparation for delivery. The amount will be reserved on your card (account) and will not be available for any other purpose.

The transaction will be completed and the amount deducted from your account only when the products are prepared for transport and handed over to the courier service. If the payment is not completed, that is, the amount is not removed from the account within 14 days of accepting your order, the order will be canceled and deleted. After the expiry of the period of 14 days, the money reserved in your account is released and will be available to you again. After that, you can repeat the same or a new order, and make a payment related to them.

17. REFUND

In the case of a refund to a customer who previously paid with one of the payment cards, partially or in full, and regardless of the reason for the refund, this refund is made exclusively via the same VISA, Maestro or MasterCard card that was used for payment. This means that our bank will refund the funds to the cardholder’s account at our request.

18. PAYMENT CONVENTION STATEMENT

Please note that all payments will be effected in Euro (EUR). If the payment is done using foreign issuers’ payment cards, the total amount of the transaction will be converted into bank settlement currency, according to the current exchange rate of Visa/Mastercard.

19. CLIENTS WITH DISABILITY OR MOBILITY ISSUES

The law regarding accommodation for persons with disabilities varies from country to country and we cannot guarantee that all accommodation, transport and amenities will be equipped and suitable for wheelchair users or disabled persons. In general terms Montenegro and Croatia are not well equipped to provide access for wheelchairs and due to the nature of the landscape and geography it is very hilly and there are lots of steps. We advise contacting our call centre before you book if you have any concerns relating to disability or mobility issues and our representative will be able to provide the best and latest information.