These instructions and terms and conditions of booking are an integral part of the Contract, i.e. voucher concluded between IBUS travel agency and customers who book via IBUS.


A customer may book a tour arranged by IBUS in IBUS offices, on IBUS web site, by phone, by fax and by other means of remote communication, or with authorized agents. By signing a contract, a voucher or a booking form, i.e. by dictating the number of his/her credit card, using online or offline payment when purchasing the services by means of remote communication, the customer completely accepts these Terms and Conditions for booking a tour, which he/she has previously carefully studied.

For the purpose of reserving the selected service, the customer pays 30% of the package price (per person), unless it is stated differently in the program. The rest of the price is to be paid at least 14 days before the start of the tour, unless it is stated differently in the program (an exception is payment in installments).

We will charge your credit card in HRK (Croatian Kuna’s) according to the selling exchange rate of IBUS commercial bank on the day of credit card charging, therefore differences when converting into € are possible.


As a rule (unless stipulated otherwise in the tour program) the package price shall include: transport services, hotel and catering services and travel arrangements. If mentioned in the tour program, the price can also include airport fees, as well as costs of services for professional and local guides.

The package price does not include (unless agreed otherwise):

• Optional (unobligatory) excursions and visits

• Costs of obtaining and issuing visas, if any

• Tickets foe facilities to be visited.

All types of special services which didn’t reserved (single bedroom, special diet, etc.) shall be paid by the customer himself/herself and must be ordered by him/her during booking. If a customer asks for a special service during the tour, he/she shall pay for it directly or to the Agency’s representative, in the currency of the respective country.

Right to price increase and right to cancellation due to price increase

Prices of all tours are based on the exchange rate of the Croatian currency Kuna and foreign currencies. IBUS may ask for an increase of the contracted price in case the following occurred after the contract was concluded:

• a change of the exchange rate in relation to the program publication date

• a change of the transport costs (fuel, pay toll etc.)

• a change in calculation elements

• a change in hotels’ or carriers’ fees

IBUS can inform customers on the change in writing or verbally. 20 days before the start of the service the price cannot be increased except in the above stated situations.

A customer may cancel the tour free of charge in case a price change exceeding 10% in relation to the contracted one occurs, at the latest within 48 hours after the receipt of the written notice. If the customer fails to cancel the tour within the stated term either by personal visit to an IBUS point-of-sale or in writing, it shall be deemed that he/she agrees to the changed price.

The published prices are the result of the IBUS contract with partners and they may not correspond to the prices stated on the spot, at the destination in which the customer is staying.

Children discounts and other benefits

Please pay attention to children discounts, as well as to other benefits which are set apart in the description of a package.

An underage passenger

By signing these contract parent or legal guardian of the child – passenger, confirms that the other parent is informed and agrees with the content of this contract and is responsible legally and criminally.

Travel documents

All travel documents will be sent to you at the latest 7 days before the tour departure, unless otherwise mentioned in the program.

Travel documents should include:

• for a package with the use of own transportation: the original voucher and written notices, if any

• for a bus package: the original voucher and the tour program

• for an airplane package: the original voucher, the tour program and an airplane ticket.

Categorization and description of services

The accommodation facilities offered in IBUS programs are described according to the official categorization of the respective country valid at the moment of the publication on the program.

Nourishment, modern conveniences, as well as other services offered by hotels/apartments are supervised by local tourist boards, while the standards of accommodation and services vary and are not comparable.

IBUS doesn’t take the responsibility for any verbal or written information differing from the description of services and facilities in the published programs which were obtained from a third party.

Accommodation in rooms / apartments

The rooms / apartments set-up; schedule is organized by the reception desk staff at the place of staying. Unless a customer has explicitly contracted a room/apartment with particular features, he/she shall accept any officially registered accommodation unit for rent in the specific facility described in the catalogue and the price list.

Accommodation in a room/apartment is usually not possible before 16:00 hrs on the service start date. Customers must usually leave the rooms/apartments latest until 10:00 hrs on the service and date.

Arrivals after 20:00 hrs must be advised in advance, unless indicated differently.

Pets are allowed in particular cases with an obligatory additional fee.

The price include: linen, cutlery, gas, water and electricity. Final cleaning is included unless stated differently.

Reservation upon request fee and change in reservation fees

The cost of the reservation at the time when no vacancies for any arrangement is 100 kn. Upon payment of this amount IBUS accepts bookings on request and provides extra space (space on request).

If the offer is accepted by the customer, the cost of pre-paid bookings on request shall be included in the package price. If a reservation upon request cannot be confirmed the amount paid upon request is entirety returned to the customer.

By refusing the offered booking IBUS keeps the amount paid to cover the expenses of booking on request.

Cancellation policy

If a customer cancels a booking, IBUS will keep the following amounts from full package price:

a) for individual guests:

more than 60 days before the service starts fixed price of cancelation 335,00 KN

60 – 46 days before departure 15% of the arrangement price

45 – 31 days before departure 40% of the arrangement price

30 – 16 days before departure 80% of the arrangement price

15 – 0 days before departure 100% of the arrangement price

After the departure and “no show” 100 % of the arrangement price.

Incomplete or non valid travel documents 100% or the arrangement price

b) for groups:

120 – 91 days before departure 5% of the arrangement price

90 – 76 days before departure 15% of the arrangement price

75 – 56 days before departure 25% of the arrangement price

55 – 41 days before departure 50% of the arrangement price

40 – 31 days before departure 75% of the arrangement price

30 – 0 days before departure 100% of the arrangement price

After the departure and “no show” 100 % of the arrangement price

The stated costs of cancellation are also applied on changes of the departure date or the type of the accommodation facility i.e. the type of the room/apartment, as well as on other major changes. An eventual different scale from the stated one is included in a specific program to which it refers. If a customer who cancels the tour finds a new user of the same booking, IBUS charges only the costs caused by the replacement.

In case of the cancellation of the entire package, the costs for obtaining visa/s or travel documents are not refunded.

If a customer cancels the tour or shortens the travel due to bad weather conditions, IBUS will apply the above mentioned scale and subsequent complaints shall not be acknowledged.

Termination of Contract

The tour operator / service provider / broker is entitled to terminate this Contract if he does not receive payments or a partial payment of the package price and / or documentation. In this case the passenger is not entitled to damages and any costs of visas, insurance, vaccinations and related costs, and the travel contractor is obligated to pay the agreed fees as he has canceled a trip.

Insurance from risk of cancellation

If, during the booking of a tour, a customer anticipates that he/she would have to cancel the tour due to unexpected obstacles, in order to avoid the costs in case of the tour cancellation, he/she can pay the insurance from the risk of cancellation. The insurance from the risk of cancellation is charged during concluding the Contract it cannot be paid subsequently. The insurance premium is calculated depending on the value of the tour, according to the price list of the insurance company. During renting of an apartment, it is obtained by dividing the rent price with the number of persons in the apartment. An unanticipated obstacle has occurred if any of the following circumstances have taken effect:

Serious illness or death:

• of the insured person

• of his/her spouse

• of his/her child

• of his/her parent, brother or sister or his/her spouse’s parent, brother or sister

• of his adoptee or adopter

• natural disaster

• military drill

In case of the cancellation of a tour package, the amount of the insurance from the risk of cancellation shall not be refunded. Also, in case of the cancellation of a tour, the cost of obtaining visas shall not be refunded although a customer paid the insurance from the risk of cancellation. If the customer does not have the insurance from the risk of cancellation paid, and he/she must cancel the tour due to the stated unanticipated obstacles, IBUS keeps the right of payment according to the rules in this Contract. Other insurance conditions shall be enclosed to the insurance policy. Insurance from consequences of accident and illness, insurance from risk of damage and loss of baggage and voluntary health insurance of persons during travelling and staying abroad. Tour prices do not include the insurance from the risk of accident and illness while on travel, the insurance from the risk of damage and loss of baggage or voluntary health insurance. By signing the tour Contract, with these Terms and Conditions as its integral part, it is understood that additional insurances stated in the previous paragraph have been offered and recommended to customers. In case that the customer requires the stated insurance, they can be contracted directly with an insurer or through IBUS, whereby IBUS acts only as a mediator.

We recommend that you study the insurance terms carefully before the purchasing.

Cancellation by IBUS or change of program

In the sufficient number of passengers has not booked the program, IBUS reserves the right to cancel the travel. The minimum number of passengers required for a specific travel is specially marked on each program/package, IBUS also reserves the right to a full or partial change of the tour program in case before the tour start date extraordinary circumstances occur of that could not have been anticipated or avoided.

IBUS also reserves the right to change the date or the time of the departure due to a change in the flight schedule or the onset of unanticipated circumstances, as well as the right to change the route in case of a change in travel conditions, such as: the changed flight schedule, safety conditions in a country, (unfavourable) weather conditions without paying out the damages, according to the current regulations in the international traffic. If the tour is cancelled by IBUS, the customer shall be entitled to payment of the full paid amount.

Passports and visas

Customers are obliged to have valid passports. Invalid passports leading to a cancellation of the travel shall not have any harmful consequences for IBUS, and if IBUS would suffer an additional damage due to such an oversight by a customer, the customer is obliged to compensate the same. If a passport is lost or stolen during the tour, the cost of issuing of a new passport shall be borne by the customer himself/herself. IBUS representative will assist the customer in such a situation, taking care about the normal course of the program thereby. If visa is required for a travel, IBUS may mediate in its obtaining at a special additional fee. IBUS will not be responsible for decisions by customs or police or other state authorities banning a passenger’s entry into a particular country.

Foreign exchange and customs regulations

Customers are obliged to comply with all foreign exchange and customs regulations, as well as with laws and other by-laws of the Republic of Croatia and other countries through which they travel and where they are staying. If the tour cannot be continued because of a violation of regulations by a customer, all costs and consequences will be defray by the violator alone.

Health regulations

Travelling to some counties is conditioned by vaccination against specific diseases. When travelling to such countries, a customer shall hold certificates and documents about vaccinations.


Transport of baggage by plane is free of charge up to the weight defined by the airline company. The customer pays for the excess baggage according to the current prices of the airline company. Regardless of age, children are not entitled to a free of charge baggage transport in air transport. In case of bus transport, a customer may bring along 2 pieces of personal baggage. Customers are obliged to take care about their belongings brought onto a bus and are obliged to bring them along whenever leaving the bus. Otherwise, customers will be responsible for theft, loss or damage of objects left unattended in the bus.


Customers are obliged to write down a complaint in the book of complaints directly with the service provider, which will endeavour to provide the agreed service, i.e. correct mistakes. If there is no improvement even after the complaint, the customer should ask for a certificate from which is evident that the service has not been provided, i.e. that it has not been provided in the stipulated way. The customer needs to enclose the certificate to his/her written complaint. The customer needs to make a written complaint latest 8 days after the end of the travel. If the customer makes a written complaint after the expiry of that term, IBUS is not obliged to take such a complaint into consideration. For resolving of complaints on services abroad, it is obligatory to comply with the rule of reporting the complaint with issuing of the certificate on the very spot and the deadline for submitting of the complaint. The organizer is obliged to make a written decision regarding the complain within 14 days after the receipt of the complaint and it can be postpone the term for making the decision about the complaint by another 14 days on account of collecting the information. The organizer will resolve only such complaints which could not have been eliminated at the very place of the stay. While the procedure of resolving is under way, but 14 i.e. 28 days lodging of the complaint at the most, the customer waives the right of mediation by any other person, the arbitration by HUPA or another institution, as well as providing information to the media. During the same period of time, the customer also waives the right to a suit. The maximum amount of compensation per complaint may reach the amount of the advertised part of services, but it may not include the services already used, or entire package amount.

The customer and IBUS will endeavour to resolve disputes in mutual agreement, and on the contrary, they stipulate the competence of the court in Zagreb. They competent law will be the Croatian law.

IBUS obligations

IBUS is obliged to take care about providing of services, as well as about the choice of service providers with the care of a good businessman and to take care about the customers’ rights and interests in compliance with good practices in tourism.

IBUS is obliged to provide to the customer all the contracted services for a particular package and to provide answers in case of eventual failure to perform services or a part of services.

IBUS will fulfill all the mentioned obligations from its programs completely and as described except in the event of Force Majeure or changed circumstances. In such cases, IBUS will offer a substitute solution if that is possible. IBUS is not obliged to provide services beyond these Terms and Conditions.

Customer’s obligation

The customer is obliged to take care that he/she personally meets the conditions anticipated by the regulations of the Republic of Croatia and the country through which or to which he/she travels, and to observe the house rules in hotel and other facilities, as well as to cooperate with the representative of the organizer and with service providers.

The customer is personally responsible for any damage he/she causes, particularly for the damage arisen as the consequence of failure to observe the contract and these General Terms and Conditions. The customer will cover the damage he/she caused immediately at the hotel reception desk and at another place stipulated by the physical or legal person to which he/she caused the damage.

Warranty in case of insolvency or bankruptcy of tour organizer

In accordance with the Law on Tourist Activity, in case of insolvency or bankruptcy of IBUS, customers caught by that while travelling, as well as persons which paid down payments for a travel should contact Insurance Company CROATIA osiguranje d.d.,  Zagreb, Vatroslava Jagića 33, ; info telepfone 0800 1884; and enclosed document about the payment as soon as possible.

Liability insurance package tours

According to the Croatian law to the IBUS has the contract with the insurance company CROATIA osiguranje d.d., Zagreb, street of Vatroslava Jagića 33 for the insurance against liability for damage caused by passenger non-performance, partial performance or undue performance of the obligations relating to the package

Final provisions

These IBUS Terms and Conditions are an integral part of the Contract that a customer concludes with IBUS, i.e. authorized agents in which he/she booked a travel organized by IBUS. Possible/anticipated deviations from these Conditions must be stated with the text of the tour program. By signing the contract / Voucher or by paying arrangement, the customer fully accepts the program and the conditions of the travel.

This issue of the Terms and Conditions of travel includes all the earlier issues.

IBUS, Zagreb 2014

IBUS d.o.o.
10 000 Zagreb
Telefon: +385 (0) 1 3694 333
Fax: +385 (0) 1 3648 631
ID CODE: HR-AB-01-080247786

Za sva putovanja vrijede Opći uvjeti IBUS putničke agencije d.o.o. / Copyright © 2013 IBUS putnička agencija. Sva prava pridržana. ID kod: HR-AB-01-080247786 
IBUS travel agency General terms are valid for all travels / Copyright © 2013 IBUS travel agency. All rights reserved. ID code: HR-AB-01-080247786