Unforgettable Travel Company (“UTC”, “Unforgettable Croatia”) Booking Conditions
All bookings and vacations made with Unforgettable Croatia is with Unforgettable Travel Company Ltd, 649 Mission Street, 5th Floor, San Francisco, California, 94105.
All written communications about your booking before the confirmation of your booking and these booking conditions form your contract with Unforgettable Travel Company Ltd. These booking conditions set out our rights and obligations to your booking, so be sure to read them with care. All references to “you” and “your” refer to the first named person on the booking as well as all persons included in the booking or whose booking has been made on their behalf, or when a booking has been transferred.
Be sure to check your travel details on the confirmation invoice and if you do find any errors in the invoice it is vital that you inform us of these changes 7 days after its issue, any failure to do so may harm your rights.
Your vacation deposit is variable and will be confirmed when you book your trip. Your remaining balance is due no less than 90 days before your departure (or as advised at the time of booking). If you book less than 90 days before your departure then the balance is due immediately. Some price guarantees will require immediate payment to confirm the booking. If the balance remains unpaid we reserve the right to treat your booking as cancelled and will incur the below cancellation charges (see below). All payments must be made in US Dollars. You are responsible for any bank charges made, a cost of which will be communicated to you at the time of booking.
If a flight cost looks like it will increase we will always advise clients to pay immediately in order to secure a low price and avoid any additional costs.
Payment can be made by bank transfer, cheque, debit or credit card. There are no surcharges when you pay with a debit or credit card.
All trips with international flights from the UK, are protected by a bond held by the Civil Aviation Authority under ATOL number 7583. All international flights booked with us from the UK will be issued with an ATOL certificate.
If we are or the suppliers of your ATOL certificate are unable to provide the services listed (or a suitable alternative service through an ATOL holder) for reasons of insolvency, the Trustees of Air Travel Trust may pay to (or confer a benefit on) you under the ATOL scheme. In return for this benefit you agree to assign those Trustees any claims which you have have arising out of the non-provision of those services, including any claims again us, the travel agent (or your credit card issuer). You also agree that your claims may be assigned to another body, if that other body has paid you amounts claimed under the ATOL scheme.
We provide further financial security through our membership of the Association of Bonded Travel Organisers Trust Limited.
The Association of Bonded Travel Organisers Trust Limited (ABTOT) provides financial protection under ABTOT Combined and The Package Travel and Linked Travel Arrangements Regulations 2018 for Unforgettable Travel Company, ABTOT number 5381, and in the event of their insolvency, protection is provided for the following:
ABTOT Combined cover provides for a refund in the event you have not yet travelled or repatriation if you are abroad. Please note that bookings made by customers outside the EU are only protected by ABTOT when purchased directly with Unforgettable Travel Company.
In the unlikely event that you require assistance whilst abroad due to our financial failure, please call the ABTOT 24/7 helpline on +441702 811397 and advise you are a customer of an ABTOT-protected travel company.
You can access the The Package Travel and Linked Travel Arrangements Regulations 2018 here: https://www.legislation.gov.uk/ukdsi/2018/9780111168479/contents
All the flights and flight inclusive holidays on unforgettablecroatia.com are financially protected either by ABTOT Combined or the ATOL scheme. When you pay for something protected by the ATOL scheme you will be supplied with an ATOL Certificate. Please ask for it and check to ensure that everything you booked (flights, hotels and other services) is listed on it. Please see our booking conditions for further information or for more information about financial protection and the ATOL Certificate go to: www.atol.org.uk/ATOLCertificate.
It is important that you take out a travel insurance policy to cover you during your travel. We reserve the right to request the details of your policy before you depart on your trip. Those who choose to travel without adequate insurance, we will not be liable for any losses that your travel insurance would otherwise cover. If you lose any personal items on your trip we recommend you get a local written police report and contact a local representative to assist you with your insurance claim.
Passports and visas
You are responsible for fulfilling the passport, visa and immigration requirements applicable to your trip to Croatia. We can help with general information and visa requirements for your trip, but specific passport and visa requirements are to be obtained by you and your party. We do not accept any responsibility if you cannot travel because you have not complied with your visa or passport, immigration requirements or health restrictions. Any costs that occur as a result of not complying to passport, visa or immigration requirements are not our responsibility.
All visitors to Croatia must have a passport valid for at least 6 months after your return date. If your passport is in its final year please check with the Croatian Embassy before you book your trip and prior to your departure.
We can provide general information about any health formalities required for your trip but you should check with your own doctor for your own specific circumstances relating to the area of Croatia you are travelling to.
We have made every effort to ensure that our website information is accurate and not misleading, however, the information on the website is subject to change and information can be changed at any time. If there are any material changes to your trip we will inform you.
We reserve the right to change the price of unsold vacations at any time and correct errors in the prices of confirmed vacations.
Prices for oil are changing all of the time and airlines are applying fuel surcharges, as well as taxes, to their normal fares. This means the level of surcharge is constantly changing and can range between $80 and $300 per person on international flights. This levy is included in the fare we quote to you upon booking but is subject to change until you have paid in full and the ticket has been issued. This and all other taxes are included in the airfare we quote.
Any changes in taxes, entry fees and/or charges that we collect at net cost on behalf of local and government bodies will be passed on to you in full or refunded to you in full (Net Cost Charges). You will not be charged for any increase equivalent to 2% of the price of your travel arrangements, which excludes insurance premiums, Net Cost Charges and any amendment charges, instead we will absorb this cost. You will be charged only if the amount is over and above. If this results in an increase of more than 10% of the price of your confirmed travel arrangements (excluding any amendment charges and/or additional services or travel arrangements), you will have the option accept a change to another vacation if we are able to offer one (if this is of equivalent or higher quality you will not have to pay more but if it is of lower quality you will be refunded the difference in price), or cancelling and receiving a full refund of all monies paid to us, except for any insurance premiums and any amendment charges and/or additional services or travel arrangements.
Conversely, if the price of your vacation goes down due to the above changes by more than 2% of your vacation cost you will receive a refund. However, please note that not all of our travel arrangements are purchased in local currency and some changes to your trip actually have no impact on the price of your travel due to contractual and other protection in place.
Children over the age of 12 are treated as adults when it comes to pricing. We have a vast number of tailor-made itineraries suitable for families and your best option is to contact us to discuss the best options before booking. We can sometimes secure reductions for one child (and sometimes two children) if they will be sharing the room of two accompanying adults, but prices vary from hotel to hotel. Many of these options usually involve placing an extra bed in a normal double room and saving on the cost this way.
Amendment and Cancellation by You
(A) – Amendment
Once your booking has been made, if you need to alter your booking we will do our best to assist you however cannot guarantee that we will be able to. You will be responsible for any charges and costs as a result of such amendment and we reserve the right to charge an additional $100 administration fee plus any additional charges incurred by our suppliers.
(B) – Cancellation
You, or any member of your party, have the right to cancel your travel arrangements at any time.
The cancellation is effective from the date that the written notification from the first-named person on the booking is received at our office, this can be by email or post. If you are going to use the post we recommend that you use recorded delivery. Any cancellation effected will incur a charge to reflect the reasonable costs we have already made in arranging and cancelling your booking. These charges will vary greatly, due to the complex nature of our travel itineraries.
Please note, a number of international flights are offered as non-refundable. However, this will be advised to you when you make your booking.
The cost of your particular cancellation will be communicated to you after we receive your communication. The cancellation charges below are set out as a guide to these charges but are subject to variation.
(The cancellation charge is calculated from the total cost payable by the person(s) cancelling excluding amendment charges which are not refundable in the event of the person(s) to whom they apply cancelling.):-
Days prior to departure when cancellation is made Cancellation Charge
150 to 120 days – Costs of flights, plus 10% costs of itinerary
119-90 days – Cost of flights, plus 20% costs of itinerary
89-60 days – Cost of flights, plus 25% costs of itinerary
59 – 31 days – Cost of flights, plus 75% cost of itinerary
30-0 days – Cost of flights, plus deposit, plus 100% cost of itinerary
Please note: There are some arrangements that cannot be amended after they have been confirmed and any alteration or cancellation may incur an additional cancellation charge of up to 100% of that price. This is in addition to the charge above.
You can also check that the reason for your cancellation is covered under the terms of your travel insurance as you may be able to reclaim these charges via your provider. In the event of a cancellation, we will deduct the cancellation charge(s) from any money you have already paid.
Any communications sent in relation to this contract (in particular any communication requesting the cancellation or amendment to your vacation arrangements) must come from the Lead Name on the booking in writing and in English and sent by email or by recorded delivery post to Unforgettable Travel Company Ltd, 649 Mission Street, 5th Floor, San Francisco, California, 94105
Amendment and Cancellation By Us
(1) – Amendment
On occasion it is necessary for us to make changes to our advertised products and services. In exceptional circumstances this changes may mean some modifications to your vacation after you have made a booking. In the case of a minor change we will do our best to notify you in advance and in this instance there will be no compensation. Examples of “minor changes” include the following incidents if they take place before departure: change in the advertised name and identity of the carrier(s), time of flights, and/or aircraft type; a change of your outbound departure time or the length of your trip by twelve hours or less, or if your accommodation is changed to another of the same standard or classification.
If the change is a material or a “major change” (for example, if your flight time is changed by more than 12 hours, your destination is changed, or your accommodation is changed to a lower standard of accommodation), we will notify you as soon as possible and offer you the choice of (i) accepting alternative arrangements with us; (ii) booking an alternative vacation with us; or (iii) cancelling your vacation with a full refund. Whatever option you choose you will receive compensation for the cancellation, unless the change has been caused by Force Majeure or low bookings, as defined below:
Number of days’ notice prior to date of departure Compensation per Passenger
More than 70 dayS Nil
69 – 43 days USD10
42 – 28 days USD20
27 -14 days USD40
Less than 14 days USD50
(2) – Changes to your vacation
If we are unable to organise and supply a large proportion of your vacation whilst you are away, other arrangements of the same classification will be made for you at no extra cost or, alternatively, you can opt to return to your point of departure and receive a pro-rata refund for any part of the vacation that you did not receive. Please bear in mind that this does not apply to any minor changes in your accommodation, transportation, or itinerary as explained above.
(3) – Cancellation
In the unlikely event that we have to cancel your vacation, we have the right to do so. We will do everything in our power to offer you other arrangements of a comparable or better standard alongwith a price refund if appropriate. Alternatively we will give you a full and prompt refund if required.
(4) – Force Majeure
Unless otherwise stated in these booking conditions, we will not be liable to pay compensation if our contractual obligations to you are affected by an event which we or the supplier(s) of the service(s) in question could not, even with all due care, foresee or avoid. Examples of these events can include, but are not limited to war, threat of war, terrorist activity, civil strife, and its consequences or the threat of such activity, riot, the act of any government or other national or local authority including port or river authorities, industrial dispute, lock closure, natural or nuclear disaster, fire, chemical or biological disaster and adverse weather, sea and river conditions and all similar events outside our or the supplier(s) control. Advice from the Foreign Office to avoid or leave a particular country may constitute Force Majeure.
(5) – Travel Delays
Our vacation itineraries have been scheduled around major international airline carriers and their service schedules, and whilst these airlines usually run to schedule, there are times when delays do happen. In this case, we cannot accept responsibility and cannot compensate for any additional costs which result from delays, for example for additional meals and overnight accommodation.
Our responsibilities to You
If your travel has been affected by our improper performance of the contract set out to you then we will pay you the necessary amount of compensation. If you have failed to adhere to the contract then we will not pay any compensation. We will also not pay if a third party has failed, where an unforeseeable event has taken place that is out of our control, or where an unusual or unavoidable circumstance takes place and could not have been avoided. Our liability, with the exception of death, injury or illness, shall be limited to a maximum of double the cost of your travel arrangements. Our liability will also be limited in adherence with and/or in an identical manner to:
(a) The contractual terms of the suppliers that run and organise the transportation for your travel arrangements. These terms are incorporated into this contract; and
(b) Any international convention that affects your travel, for example the Montreal Convention in relation to travel by air, the Athens Convention in relation to travel by sea, the Berne Convention in relation to travel by rail and the Paris Convention in relation to the provision of accommodation, which control the amount of compensation that you can claim for death, injury, delay to passengers and loss, damage and delay to luggage. We are to be considered as having all benefit of any limitation of compensation contained in these or any conventions.
Copies of the transport companies’ contracts, or the international conventions, can be requested and obtained from our offices, simply write to: Unforgettable Travel Company Ltd, 649 Mission Street, 5th Floor, San Francisco, California, 94105.
Under EU regulations you have may have a right to refunds and/or compensation from your airline in cases of denied boarding, cancellation or delay to fights. You can access the full details of these rights at EU airports and from airlines that fly to destinations in the EU. It is important to note that reimbursement from airlines in this case will not also entitle you to a refund of your vacation cost from us. Your entitlement to a refund and/or compensation from us is set out in these booking conditions. If we are due to make any payments to you, any payment made to you by the airline will be deducted from this amount. In a situation where your airline does not comply you can complain to the Civil Aviation Authority by calling +44 20 7379 7311 or at www.caa.co.uk
We always do our best to ensure that your vacation runs to schedule and without a hitch but if you do have a problem during your vacation, please contact the relevant supplier (e.g. your hotelier) immediately about your issue and they will resolve it as soon as they can. If your complaint is not resolved locally or cannot be resolved where you are, please contact us straight away by telephone. If you do not contact us by telephone this will affect our ability and the relevant supplier’s ability to take your complaint further, and will also affect your contractual rights. If you want to take the complaint further because it cannot be resolved, please send a formal written complaint within 28 days of the end of your stay to us, and include your booking reference and all other necessary information about your issue. Please ensure that your letter is as concise as possible so we can quickly identify your issue and respond to you as quickly as possible.
Tours and excursions booked while on your vacation do not form part of your package vacation put together by us.
You will receive your flight confirmations and information about your vacation around 4 weeks prior you leave for your vacation. You will receive your flight tickets as e-tickets in most cases, although in some cases paper tickets may also be issued and posted to you. Please note that our financial summary or itinerary is not a document you can travel with, you need to ensure you have a valid ticket for travel before you leave or you may find the airline ask you to pay for tickets again. If you have any emergencies or something goes wrong with your documentation you can call our 24-hour emergency number, which you can find on your final itinerary letter.
Your Contract is with Unforgettable Travel Company Ltd, an English company registered under no.9738411, whose registered US office is 649 Mission Street, 5th Floor, San Francisco, California, 94105. All cases concerning this contract will be governed by the Law wherever you live in the United Kingdom or, if non-resident, the Law of England and Wales.