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Terms of Service

SUPERTOURS; ABOUT US

  HEADQUARTERS

Super Tours d.o.o.o.touristic agency
Dr. Ante Starcevic 24
20 000 Dubrovnik
Phone: +385 20 322 062
Fax: +385 20 322 062
e-mail: info@supertours.eu
Working hours:
01.11.-31.03.
Mon-Fri: 09:00 - 17:00
Sat: 9am - 2pm
01.04.-30.10.
Mon-Sun: 07:00 - 22:00
ID Code: HR-AB-20-090028928
Registration number: 2624788 / Registered with the Commercial Court in Split - Permanent Service Dubrovnik / MBS 090028928 / OIB 96426752089 / VAT number HR96426752089
Share capital: HRK 20,000.00, paid in full
Board members: Ado Hadzovic, Nino Hadzovic
Details of the competent authority whose official supervision is subject to the activity of the travel agency:
State Inspectorate, Tourist Inspection, Subiceva 29, 10 000 Zagreb
Business manager: Jasminka Dominiković
The attribute in which the business manager acts and powers that he has: the business manager, employed full-time and authorized to monitor the business of the tourist agency in accordance with the provisions of the Law on the provision of services in tourism
Kuna account: IBAN HR3924810001129001126 at Kreditna Banka Zagreb d.d., Vukovara 74, 10 000 Zagreb
Foreign currency account: IBAN HR3924810001129001126, SWIFT CODE: KREZHR2X at Kreditna Banka Zagreb dd, Ulica grada Vukovara 74, 10 000 Zagreb
OFFICES:

Zagreb Branch Office
Hotel Westin, Izidora Krsnjavoga 1, 10 000 Zagreb
Phone: +385 1 4678 438
Fax: +385 1 4678 438
e-mail: sales@supertours.eu
Working hours:
Mon-Fri: 09:00 -17: 00

GENERAL TERMS AND CONDITIONS

GENERAL TERMS AND CONDITIONS REMARKS

These General Terms & Conditions of booking and purchase of travel arrangements and services, including accommodation, (furthermore Travel), constitute an integral part of the Agreement/Vouchers concluded between Super Tours Ltd, travel agency, Dr Ante Starčevića 24, 20000 Dubrovnik, Croatia; OIB: 96426752089, ID code: HR-AB-20-090028928, registered in the court register of the Commercial Court in Split, a permanent division in Dubrovnik, MBS: 090028928; (furthermore SUPER TOURS) and the Customer/contractor applying for the Travel, (furthermore CUSTOMER). The Customer, other than a physical person/traveler, may also be a travel organization/tour operator, that is engaged in the organization of a Travel, and in that case these Terms & Conditions shall be applied in accordance with that fact in the part and extent in which they are applicable. Possible/anticipated deviations from these Conditions must be stated with the text of the tour program.

CUSTOMER - a person wishing to conclude a travel contract in a package arrangement or excursion or a travel contract with a related travel arrangement or who is entitled to travel on the basis of a concluded travel contract in a package arrangement or excursion or a travel contract in a related travel arrangement TRAVEL PACKAGE OR TRAVEL ARRANGEMENT - a combination of at least two different types of travel services for the same travel that are sold or charged at a lump sum or total price if the service combines a travel organizer on demand or in accordance with the choice of traveler. Services are selected by the passenger prior to the conclusion of a single contract for all services or whether separate contracts have been concluded with individual service providers if these services are purchased at a single point of sale and offered at a lump sum or total price and are advertised as a package arrangement.

BOOKING AND CONTRACTING The Customer may book the trip organized by SUPER TOURS in SUPER TOURS offices, by telephone, fax or other means of remote communication, or with other authorized agents. By signing the contract, voucher or the booking form, i.e. by payment to a business account or by credit card, using online or offline payment when purchasing the services by means of remote communication, the CUSTOMER fully accepts these Terms and Conditions upon having studied them carefully. When concluding a Contract, the CUSTOMER is obliged to provide personal data and duly provide all documentation necessary of the organization of the voyage. The CUSTOMER guarantees that SUPER TOURS has been provided with correct and valid data necessary for the undisturbed realization of the voyage and accepts all legal obligations deriving from this Contract and from legal regulations.

During the booking, and for the purpose of booking the selected service, the CUSTOMER pays 30% of the package price (per person), unless otherwise stated in the program. The balance to the full price of the package is to be paid no later than 21 (twenty-one) days before the start of the trip, unless otherwise stated in the program (payment in installments is considered an exception). If the CUSTOMER does not execute his obligations no later than 21 days before the beginning of the trip, the reservation will be considered cancelled without the possibility of refunding any advanced payments.

PRICE AND PACKAGE CONTENTS As a rule, (unless stipulated otherwise in the tour program) the package price shall include:

- transport services

- hotel and catering services

- travel packages

If mentioned in the tour program, the price can also include the costs of services of professional and local guides and other services offered in the program. The package price does not include (unless agreed otherwise):

- Optional (elective) excursions and visits

- Costs of obtaining and issuing visas, if any

- Tickets for facilities to be visited

All types of special services (single bedroom, special diet, etc.) shall be paid by the CUSTOMER and must be ordered during booking. If a CUSTOMER asks for a special service during the tour, it shall be paid for it directly to the guide or the agency representative, in the currency of the respective country.

RIGHT TO PRICE INCREASE AND RIGHT TO CANCELLATION DUE TO PRICE INCREASE

Prices of all packages are based on the exchange rate of the Croatian kuna and foreign currencies. SUPER TOURS may ask for an increase of the agreed price in case the following occurred after the contract was entered into: - A change of exchange rates relevant to the travel arrangement

- A change of the cost of transport of passengers arising from fuel costs or other energy sources

- A change of the amount of tax or fee for travel service covered by a contract by authorities or entities not included in the execution of a travel, including tourist taxes, landing fees or fees for embarkation or disembarkation at ports and airports SUPER TOURS may inform CUSTOMERS of the change in writing or verbally. The agreed price may not be increased in the period of 20 days prior to the start of the tour, save for exceptions from Paragraph 1 of this Article. If the price increase should exceed 8% of the agreed price, the CUSTOMER may cancel the tour free of charge no later than 48 hours of receiving a written notice. If the CUSTOMER should fail to cancel the tour within the stated term either personally at the point-of-sale or in writing, it shall be deemed that they agree to the price change. The CUSTOMER undertakes to accept the price increase of up to 8%. The published prices are the result of contracts SUPER TOURS has with its partners and may not correspond to the prices stated on the location, at the destination of the CUSTOMER’s stay.

DISCOUNTS FOR CHILDREN AND OTHER BENEFITS

Please pay attention to discounts for children and other benefits which are specified in the package description.

TRAVEL DOCUMENTS

The CUSTOMER shall be provided with all travel documents (vouchers and written notices, if any) no later than 5 days prior to departure, unless stated otherwise in the program. The final travel documents will include all the information needed to implement the program and the contact of the tour manager, which is also the number to be contacted in an emergency, as well as the agency's contact.

PASSPORT AND VISAS

CUSTOMER must have valid personal travel documents. Invalid documents leading to the cancellation of the travel shall not result in any harmful consequences for SUPER TOURS and, if SUPER TOURS should suffer additional damages due to such an omission by a CUSTOMER, the CUSTOMER must compensate the damages suffered. If a travel document should be lost or stolen during travel, the costs of issuing new documents shall be borne by the CUSTOMER. Agency staff shall assist the CUSTOMER in such a situation, taking care of the normal course of the program thereby. If a certain travel requires a visa, SUPER TOURS may assist in obtaining such visa at a special additional fee. SUPER TOURS shall not be held responsible for decisions by customs or police or other state authorities banning passenger's entry into a particular country.

CANCELLATION POLICY

If a Customer should cancel the booking, Super Tours shall keep the following amounts from the full package price:
- up to 30 days prior to departure, 10% of the package price, and no less than HRK 100.00
- 29 to 22 days prior to departure, 25% of the package price
- 21 to 15 days prior to departure, 40% of the package price
- 14 to 8 days prior to departure, 80% of the package price
- 7 to 0 days prior to the departure, 100% of the package price

- after the departure, 100% of the package price

For certain products of services (e.g. excursions) alternative cancellation terms may apply. The stated costs of cancellation shall also apply to changes of the departure date or the type of the accommodation facility, i.e. the type of the room/apartment, and to all other major changes. A cancellation scale that may differ from the stated one is included in a specific program and catalogue to which it refers. If a CUSTOMER cancelling the tour finds a new beneficiary of the same booking, who meets the anticipated requirements, SUPER TOURS shall charge only the costs caused by the replacement. If all packages should be cancelled, 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, SUPER TOURS shall apply the above mentioned scale and subsequent complaints shall not be acknowledged.

CATEGORIZATION AND SERVICE DESCRIPTION

Accommodation facilities offered in SUPER TOURS programs are described according to the official categorization of the respective country, valid at the moment of the program publication. Diet, modern conveniences and all other services offered by hotels/apartments are supervised by local tourist boards, while the standards of accommodation and services differ and are not comparable. SUPERT TOURS assumes no responsibility for any verbal or written information differing from the description of services and facilities in the published programs obtained from a third party. The accommodation arrangement in rooms or pensions is determined locally by the reception desk. If the CUSTOMER had not specifically arranged a room/pension with certain characteristics, he will accept any officially registered and available room/pension in each individual facility or destination described in the travel program. Accommodation is not possible before 16:00 on the day initiating the utilization of the services, and the same shall be vacated by 10:00 on the day completing the utilization of the services, if not differently stated in the travel program. For later arrivals in accommodation facilities (after 20:00), it is necessary to inform SUPER TOURS of such beforehand, no later than one day before voyage departure, if such a later arrival had not been foreseen in the travel program.

THE COST OF BOOKING PER REQUEST AND THE COST OF BOOKING CHANGE

The cost of booking at the time when there are no availabilities for the requested packages is HRK 100.00. By receiving the payment of the stated amount, SUPER TOURS accepts the booking per request and secures the additional place (place per request). If the additional place is secured and accepted by the CUSTOMER, the previously paid cost of booking per request shall be included in the price of the package. If SUPER TOURS is unable to confirm the booking per request, the amount paid for the booking per request shall be fully refunded to the CUSTOMER. Declining the offered booking shall result in SUPER TOURS keeping the paid amount for the purpose of covering the cost of booking per request.

CANCELLATION BY SUPER TOURS OR CHANGE OF PROGRAM

If the sufficient number of passengers has not booked the program, SUPER TOURS reserves the right to cancel the travel no later than:


- 20 days prior to the tour start date for tours lasting more than six days
- 7 days prior to the tour start date for tours lasting between two and six days
- 48 hours prior to the tour start date for tours lasting less than two days

The minimum number of passengers required for a specific travel shall be specially marked on each program/package. SUPER TOURS also reserves the right to a full or partial change of the tour program in case extraordinary circumstances should occur that could not have been anticipated or avoided before the tour start date. SUPER TOURS 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 itinerary if there should be a change in travel conditions such as: the changed flight schedule, safety conditions in a country, (unfavorable) weather conditions without compensating the damages, and according to the current regulations in the international traffic. If the tour is cancelled by SUPER TOURS, the CUSTOMER shall be entitled to the full refund of the amount paid, not including the compensation of damages.

TRAVEL TERMINATION INSURANCE

If during travel registration, the CUSTOMER foresees that he may terminate his voyage due to specific situations, we recommend the payment of a policy of travel termination insurance. Termination insurance cannot be paid retrospectively, only during the process of travel registration. Termination insurance shall be applied in the following situations only, with the obligatory written confirmation: military draft, illness, death of an immediate family member. If the CUSTOMER does not possess a travel termination policy and must terminate his voyage and has a confirmation of military draft, illness or death, SUPER TOURS reserves the right of disbursement in accordance with regulations stated in Cancellation Policy. Upon termination of a travel arrangement, the expenses of visa obtainment are not disbursed even if the CUSTOMER has a termination insurance policy. With the payment of a termination insurance policy, the CUSTOMER transmits all his claims onto the insurance provider of the termination insurance policy in possession, and SUPER TOURS shall be obliged to insure all necessary documentation for the CUSTOMER for actualizing the claims of the CUSTOMER toward the insurance provider, and which pertains to the travel arrangement. All termination conditions are stated in the insurance policy and we recommend that each CUSTOMER read them carefully.

HEALTH REGULATIONS

The CUSTOMER is obliged to notify SUPER TOURS of all facts in regards to his health, habits, etc. that may jeopardize the progress of the voyage (if due to health or other reasons, a specific type of food is necessary, if chronically ill, if allergies are present, etc.). In some programs, special travel rules are stated, which include mandatory vaccinations and the acquisition of pertinent documentation. The CUSTOMER shall be obliged to execute mandatory vaccinations as well as be in possession of confirmation and documents thereof. We recommend obtaining a health insurance policy. FOREIGN EXCHANGE AND CUSTOMS REGULATIONS

CUSTOMERS must comply with all foreign exchange and customs regulations, laws and other by-laws of the Republic of Croatia and other countries through which they travel and where they stay. If the tour cannot be continued because a CUSTOMER has violated the regulations, all incurred costs shall be borne solely by the person having violated the regulations.

BAGGAGE

Transport of baggage by airplane is free of charge up to the weight defined by the airline carrier. The CUSTOMER pays for the excess baggage according to the current prices of the airline carrier. Regardless of their age, children are not entitled to the baggage transport in air transport that is free of charge. In case of bus transport, a CUSTOMER may have 2 pieces of personal baggage. CUSTOMERS must take care of their belongings brought on the bus and are obliged to bring them along whenever leaving the bus. Otherwise, CUSTOMERS shall be responsible for theft, loss or damage of objects left unattended in the bus.

SUPER TOURS RESPONSIBILITY

SUPER TOURS is bound to take care of the performance of the travel service as well as the choice of service providers, with the attention of good businessman and taking care of the rights and interests of CUSTOMER according to good practices in tourism. SUPER TOURS is obliged to provide all contracted services for a particular travel and to provide solutions to any failure to perform a service or part of the service. SUPER TOURS will perform all of the above obligations from its travel programs/arrangements completely and in the manner described, except in the case of force majeure or unpredictably changed circumstances. With all our attention, overbooking at the hotel/transport/restaurant may sometimes not be avoided on the destination/travel program and SUPER TOURS will try to offer a replacement solution, depending on the circumstances. SUPER TOURS will provide assistance to CUSTOMER with restricted mobility; provide adequate information on health services, local authorities and consular assistance, as well as establish remote communication for finding alternative travel arrangements. SUPER TOURS may, for assistance in situations where the CUSTOMER has caused deliberate or negligent difficulty, charge a reasonable fee that will not be higher than the actual cost. The CUSTOMER is entitled to a reduction of the cost/compensation if the travel services are not performed properly, in accordance with the rules of procedure described in complaints chapter.

CUSTOMER’S RESPONSIBILITY

CUSTOMER is responsible for his/her and their party’s actions. If we or our suppliers reasonably evaluate that CUSTOMER´s actions or those of their party, could cause danger, upset or annoyance to other customers, guests or staff, we or our suppliers may end your booked travel arrangements immediately.

In this event neither SUPER TOURS nor the relevant service provider(s) will be considered obligatory for compensation, give refunds nor pay any expenses that CUSTOMER suffer as a consequence. CUSTOMER is responsible for personal safety and for the safety of the accompanying persons, dependent on the CUSTOMER. Please take time to understand and then conform to the health and safety rules stipulated by the immediate provider of the travel service or the facility, or by the appropriate government authorities.

The CUSTOMER / Contractor agrees to protect its affiliates and / or its suppliers and any of their officers, directors, employees and agents from and against any claims, proceedings, claims, reimbursements, losses, damages, gluttons, penalties or other costs, or expenditures of any kind or nature, including but not limited to reasonable legal and accounting charges, undertaken or incurred by CUSTOMER or on Customer´s behalf in excess of the liability described above; or by third parties as a result of: - Customer´s breach of this agreement or the documents referenced herein; - Customer´s violation of any law or the rights of a third party; or - Customer´s use of Super Tours website and publications. and to involve/enter/take over such legal cases and to compensate SUPER TOURS for all the damages and expenses that may arise as an result of such a legal actions.

LIABILITY INSURANCE

Pursuant to the Tourism Act, SUPER TOURS has a contract with the insurance company for liability insurance for damage caused to the passenger by non-fulfillment, partial fulfillment or improper fulfillment of obligations related to travel. Insurance company Adriatic osiguranje d.d. Zagreb, policy number. OV0688007075. Contact: Adriatic osiguranje, Iva Vojnovica 116, Dubrovnik, tel. 020 311-741.

PERSONAL DATA PROTECTION

The CUSTOMER provides personal data voluntarily. Personal data of the CUSTOMER are necessary in the process of realization of the requested service. These shall also be used for further mutual communication. SUPER TOURS undertakes not to export the CUSTOMER’s personal data abroad, or provide any third persons with such information, except for the purposes of realization of the requested service. The exception to providing third persons with CUSTOMER’s personal data regards the contracting of insurance for the risk of cancellation, 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. If the CUSTOMER should take out an insurance policy, personal data shall be forwarded to the insurance company. CUSTOMER’s personal data shall be kept in a database, pursuant to the Decision of the Administration regarding the manner of collecting, processing and keeping personal data. The CUSTOMER allow their personal data to be used for the purposes of SUPER TOURS marketing activities.

FINAL PROVISIONS

These General terms & conditions of travel exclude all current travel conditions and directions; are issued on 23 March 2020, in accordance to EU Directive 2015/2302 of the European Parliament and of the European Council on package travel and related arrangements, i.e. the Tourism Services Act of Republic of Croatia. EU Directive 2015/2302 of the European Parliament and Council is available on the website: http://eur-lex.europa.eu/legal-content/HR/TXT/?uri=CELEX:32015L2302 and the Law on Provision of Tourism Services of Republic of Croatia from on the website: https://www.zakon.hr/z/343/Zakon-o-pru%C5%BEanju-usluga-u-turizmu

PRIVACY POLICY-GDPR

Privacy Policy

Information on collecting and processing of personal data

Super Tours Ltd. travel agency (hereinafter: “the Agency”) dedicates a lot of attention to the protection and processing of personal data. The Agency processes personal data in scope of its registered activities and in respect of all applicable rules and regulations.

(1) The responsible party for data processing is the Controller:

Super Tours Ltd. travel agency, Dr Ante Starčevića 24, Dubrovnik, OIB: 96426752089 www.supertours.eu /email: info@supertours.eu

(2) If we use the services of external providers for the processing of your personal data (Data Processors), we are then refering to processing of personal data on demand. We are in that case also responsible for the protection of your personal data. However, there is also a possibility that the before mentioned personal data is going to be transferred and processed outside of the EU. Therefore mentioned transfer shall be performed only if we have contracted appropriate guarantees with the service provider as the processor, or if the customer has provided us with explicit consent.

The purpose of this Information on collecting and processing of personal data (hereinafter: “Information”) is to inform you about all the relevant features of the collection of your personal data, as well as its processing and storage. The listed applies to all personal data you have transferred to us via this web-page, electronic, written or verbal communication or that we have received through a travel agency and other businesses with whom you are in a contractual or other similar relationship, as well as data collected from other sources.

Upon making the reservation or offer, we request the personal data necessary for the reservation or offer. The customer can provide us with the personal data personally, or via reservation form or mail, or it can be provided by a third person, in name of the customer.

Personal data that we collect

We process the following personal data:

a. your basic personal data made available to us by you or by third parties – first name, family name, country, city, address, nationality, e-mail, telephone number, name, surname and date of birth of child, special demands and habits, and the data regarding your co-passengers; data required to fulfil the reservation – credit card number; contact information in emergency cases – first name and family name, telephone number; other necessary data – e-mail address health data – in case of requests for a special dietary regime or a doctor; data related to web use – IP address, visits to the website, social network data, and similar data related to Internet browser use.

b. customer’s rights in regard of travel, arrangement or other services – name and family name, date of birth, place of birth, nationality, sex, number of official document (personal identification, passport, drivers licence), date of issuance, place of issuance, expiry date of passport or other personal document, visa number if client under visa regime, credit card number of number of other means of payment

The purpose of collecting personal data and period during which the personal dana will be stored The Agency determines the purpose of the processing of personal data and is therefore considered to bet the Data Controller. Upon written request based on applicable regulations, the Agency shall deliver or give access to certain personal data of customer to competent state authorities (such as police, tourist inspection, courts etc.). The legal basis for processing the data for these purposes is fulfilling the legal obligations of the Agency.

The basic purpose of collecting personal data is concluding and executing contracts on travel organization or intermediary travel organization and providing touristic services or so that actions may be taken at your request before and during the contract. The scope of the personal data collected depends on the purpose of the contract that you intend to conclude or that you are concluding, or the request to exercise rights (the type of service provided and price). Actions at your request before the conclusion of the contract mean checking your requests and needs, checking the appropriateness or applicability of our products and services to your special circumstances, as needed, all with the goal of creating an offer and/or an informative price figure. In this case, the scope of the personal data collected by us depends on the type of the request we received, and the information necessary to fulfil the request. The purpose of the processing of the personal data may be the obligation to fulfill contracted services with such a service provider. In that case the collecting of personal data upon that defined purpose may represent a contractual obligation and a condition necessary for the execution of the contract. If you refuse to provide certain personal data, we shall not be able to fulfill our contractual obligations, which shall result in the inability to execute the contract and touristic service. The personal data required for the execution of contractual obligations are necessary due to internal Agency regulations, and it is not possible to make a reservation or execute therefore mentioned contract without disclosing personal data, which are stored until contract expiry.

The credit card number is collected because it is required for concluding and executing the contract with the customer. It is used as insurance for the payment of accommodation costs and costs of other services that might be incurred if the customer does not settle his or her debt towards the Agency. The mentioned data is also used for service payment.

Emergency contact information are processed on the basis of legitimate interest, i.e. potential situations where it is necessary and urgent to transmit certain relevant information to your close ones (in case of extraordinary circumstances, such as sickness, accidents, etc.). Other required data, i.e. email address, is processed based on a legitimate interest in good communication between the contractual parties for the purpose of fulfilling all aspects of the contract, i.e. easier communication in the sense of organizing your arrival and reserving the accommodation itself, and this data is also erased when the accommodation service contract expires.

The personal data from the customer is being stored to protect the clients’ legitimate interests or our legitimate interests, in accordance with applicable regulations. That can for instance include storage of customer data so we can respond to eventual complaints in the best possible manner, use of customer data in order of prevention, detection and processing the misuse and possible damage conducted to the customer or the Agency, providing security of employees, customers, products and services of Agency, creating services and offers which are adequate in regards of the needs and wishes of customers, providing great user experience, personalized user support, research and analysis of the market, optimization of sales channels. The legal basis for the processing in these purposes is the legitimate interest of the Agency, except when the interest of the customer or basic rights and liberties in regard of data protection prevail. The exception is when the legal basis is consent.

Special personal data categories

Due to the nature of the travel services, special categories of personal data in regards of customer’s health may need to be processed, for the sole purpose of executing the contract between the Agency and customer, or between the travel organizers in case of travel packages, or in regard of activities which precede the execution of the contract. If the customer provided the Agency with special personal data categories, it is deemed that the customer gave his explicit consent in regard of that data.

In principle, the following types of personal data are not processed: data related to racial or ethnic origin, political opinions, religious or philosophical beliefs, trade union membership, genetic data, biometric data for the purpose of the unique identification of individuals, and data related to health, sex life and an individual’s sexual orientation. The above-mentioned personal data categories are nevertheless processed by the Agency in the following situations:
1) if the customer has provided explicit consent to the processing of this personal data, and for one or several determined purposes, except if applicable regulations state that such a consent does not have an effect;
2) processing is important for the protection of a vitally important interest for the customer or another individual, if the guest cannot physically or legally provide consent;
3) processing is related to personal data obviously made public by the customer,
4) processing is required for the establishment, fulfilment, or defense of legal requirements, or whenever courts act in their capacity as courts;
5) processing is necessary for the purpose of significant public interest, on the basis of applicable regulations and in proportion to the desired goal, with respect to the essence of data protection rights, and ensured appropriate and special measures for the protection of the Subject’s basic rights and interests;
6) processing is required for the purpose of preventive medicine, medical diagnosis, the provision of health or social care or treatment, or management of health or social systems and services, pursuant to applicable regulations. All your personal data transferred to us by you or by a Third Party is processed in accordance with the goal of their processing (whereby we mention that, if you are travelling with children under 16 years of age, their personal data, regardless of the basis, is only processed with your explicit consent).

Links to websites and Third Parties services

Our website and our mobile programs and Wi-Fi network record your usage data and contain links to Third Party websites. Bear in mind that we are not responsible for the collection, usage, maintenance, exchange or publishing of data and information by these Third Parties. If you provide data to Third Party websites i.e. use them, the privacy rules and terms and conditions of these websites apply. We recommend that you read the privacy rules of the website you are visiting before providing personal data.

The Agency will conduct all reasonable measures to protect your personal data from unauthorized access, disclosure, modification or erasure, and will keep the personal data precise and updated as far as possible. We request our partners and service providers with whom we share personal data to invest reasonable efforts into maintaining the confidentiality of your personal data. For network transactions, we apply a reasonable level of technological measures in order to protect the personal data you share with us via our website. However, it should be noted that no security system or internet data transfer system can guarantee complete safety.

Legitimate interests of the Company as the purpose of processing personal data

Your personal data will be processed for the purpose of our legitimate interests, except when your interests or your basic rights and freedoms, requiring personal data protection, take precedence. The legitimate interest of the Agency in that sense is processing personal data so that our service may completely adapt to your needs and wishes (e.g. special family packages etc.). The mentioned data may also be used for our internal statistical and analytical purposes.

You can object to this legitimate interest of the Agency at any moment and, in that case, we will no longer process your data for that purpose, which will not affect the legality of the processing until the day of withdrawal. In any case, we require your explicit consent for direct marketing.

Consent

Consent is the legal basis for collecting personal data on monitoring the quality of our travel arrangements. The Agency cares about your opinion on the services provided and, for that purpose, we ask you to fill in so-called quality surveys so that you can rate us. This allows us to analyze various aspects of our service, so that we can develop it and improve it even more.

The survey informs the customer that providing any personal data is voluntary. The customers decide for themselves whether or not they will fill in the survey, and they decide for themselves whether they will list personal data and, if so, which ones. If the processing of the previously mentioned data is based on your consent, the data mentioned is processed until you withdraw your consent or request its erasure. In accordance with the above, based on your consent, we may also process other personal data outside of those listed in this Information. Related to the above, please note that, in accordance with the applicable regulations, the Agency nevertheless does not conduct erasure, despite the request of the Subject, if the processing of this personal data is necessary:
a) to comply with a legal obligation that requires processing, and the Agency being subject to this obligation,
b) to exercise the right to freedom of expression and information;
c) for a public interest in the area of public health;
d) for the purpose of public interest, historical or scientific research, or for statistical purposes, i.e. for compliance with or defense of legal requirements.

In processing your personal data based on your consent, we partially apply automated processes for processing or profiling, so that contact with you may be of a more individual nature and so that we can adapt our service completely to your needs and wishes (e.g. special family packages etc.).

In case of providing marketing consent, for which we request your explicit approval, your personal data may, in exceptional cases, be involved in automated processing, based on which your profile will be created for the purpose of analysing the services provided and your rights, as well as for the purpose of improving the quality of the business relationship. Automated decision-making, including profile creation, will be conducted in cases of creating your customer profile for the purpose of analysing the services provided and your rights, as well as to improve the quality of the business relationship and to process data based on an approval for marketing purposes, with the goal being to improve the quality of the business relationship and marketing, and so that we can specifically inform you about benefits and new features of our offer. If such processing of personal data is not required for the conclusion or execution of the contract, you have the right to request that a person employed by the Agency decides on the outcome of the processing, the right to express your own viewpoint, and the right to object to a decision made through automated processing. We also hereby mention that the usage of your personal data for marketing purposes is only possible pursuant to your explicit consent. Should you provide such consent to us, we will duly provide information about all benefits, discounts, events and associated services that we believe might be of interest to you. You can withdraw this consent at any moment by notifying us via the contact information listed in the introductory section of this Information.

To whom will your personal data be disclosed

The Agency ensures that your personal data is processed exclusively for the purposes listed in this document. The purpose of personal data processing will require that your personal data is disclosed and that, in addition to the Agency, other companies and persons process it as processors. Processor categories receiving your data include: government and public authorities, in accordance with the Company’s legal obligations, health care institutions, information or legal services providers, delivery service providers etc.

Personal data processors, with the exception of government and public authorities, process data exclusively according the Company’s instructions, thereby abiding by the technical and organizational measures in order to ensure the protection of your rights.

The Agency transfers the personal data to Third parties when it is necessary to provide the contractual services or requested information to the customer (airline schedule, buses, insurance, banks, accommodation, other touristic agencies, embassies or visa offices), as well as when the Agency acts as an intermediary in package travels. In that case we transfer therefore mentioned personal data to the organizer, so the customer may receive the contractual service.

Where will your personal data be processed

Processing of your personal data may be conducted within or outside of the European Economic Area, but will in any case be performed by processors whose responsibilities and obligations to protect personal data, as well as applicable technical and organizational security measures prescribed by the contractual relationship, are in conformity with all legal regulations governing the protection of personal data. However, the Agency cannot guarantee that the level of data protection in third countries shall be the same as in the EU. The before mentioned shall be conducted only when it is necessary in regards of the contract, and if appropriate guarantees regarding data protection have been contracted, or if the customer provided his explicit consent, upon understanding the ris

Period during which the personal data will be stored

Your personal data will be stored only for as long as necessary to fulfil the purpose of its processing. The period of storing personal data depends on the aim of the collection. If it is contract or providing tourism services, this period shall be defined by the duration of the contract itself, i.e. by charging for these services, in the sense of legal obligations to keep records. An extension of this period is prescribed by the internal rules of the Agency, which in turn depend on legally prescribed statutes of limitations for claims, or this time may be extended considering the legally defined storage periods, such as in the case of accounting documents.

Rights related to the collected personal data

In relation to the data you have disclosed to us, you have (I) the right to access the personal data being processed, (II) the right to modify or erase personal data, (III) the right to limit processing, (IV) the right to object to processing, (V) the right to transfer data to another controller, (VI) the right to withdraw consent, (VII) the right to submit a complaint to a supervisory authority. To exercise all of the rights listed herein, simply inform us in accordance with the contact information from the introduction to this Information.

The right to submit a complaint to a supervisory authority

At any moment, you may submit a complaint concerning the processing of your personal data to the competent supervisory authority, in accordance with the Act on the Implementation of the General Data Protection Regulation, or other legislation governing the protection of personal data and defining supervisory authorities regarding the processing of personal data.

Other information

This Information may change from time to time. When significant changes are made to this Information, we will publish a link to the modified Information on the homepage of our website. All changes to the Information will enter into force after the publication of the modified Information on the website.

This Information on collecting and processing personal data is applied as of 23 Mar 2020 in accordance with the Regulation (EU) 2016/679 of the European Parliament and of the Council of 27 April 2016 on the protection of natural persons with regard to the processing of personal data and on the free movement of such data (General Data Protection Regulation – GDPR)

DEALING WITH CUSTOMER COMPLAINTS

According to the article 6. item 3. of the Law on Provision of Services in Tourism (“Narodne novine” nr., 130/17) we inform customers that complaints about the quality of our services can be submitted in writing form to the address:

Super Tours d.o.o.travel agency
Business Center Atlant
Dr Ante Starčevića 24
20 000 Dubrovnik

or

Super Tours d.o.o.travel agency
Branch office Zagreb
Hotel Westin
Izidora Kršnjavoga 1
10 000 Zagreb

or to the e-mail address: info@supertours.eu

The answer to Your complaint will be provided in written form no later than 15 days after the receipt of the complaint.

Customer:

Name and surname: ___________________
Response delivery address: ___________________