Terms of purchase and privacy policy
ABOUT US
LUNA ROSSA, established in 2001, is a locally based travel agency owned by the company TANGER d.o.o..We at LUNA ROSSA are an enthusiastic and professional group that is passionate about tourism.
LUNA ROSSA is the biggest tourist agent in the Medulin Riviera area; the growth of the company has been fuelled by an increase in professional staff and high quality property standards. We work directly with the owners to provide the best service and value to our clients. We are the local team which is dedicated to make you stay on the Istrian peninsula as pleasant as possible. We check all the properties personally, organize the photo-shooting with professionals and provide our clients with accurate information about the destinations and the villas. The accommodation units are under contract with Luna Rossa and they all have licences issued by the national authorities of the Republic of Croatia. Our property managers are at your disposal for assistance.
Luna Rossa travel agency by Tanger d.o.o.
Terms of use - rules and instructions
After choosing your villa select your dates and the duration of your stay on the booking calendar. You will be able to select only available periods and the system will show the availability as a green selection on the calendar. Review your entry and click on "Book".
Step #1
The details of your booking - review your selection and click continue. You can also review the general rental terms and conditions by clicking on the appropriate link.
Step #2
Enter your personal contact information and the number of adults, children and infants in your party.
If you have infants - baby cots and high chairs will be provided if possible but under prior request.
If the property allow pets you will be also able to select the number of pets. The pet cleaning charge will be automatically added to the displayed total. The charge depends on the object and it can be from 5 to 10 euros per pet per day.
You may also add a message if you have any requests or further questions.
Step #3
Review all the details of your booking and your payment method.
To secure your reservation we require a 30% advance payment.
The advance payment is non refundable.
In case that a reservation cannot be realized or realization is hampered by force majeure (e.g. natural or environmental disaster, epidemic or pandemic, war, strike, closed borders or similar force majeure) the agency is not responsible in the above cases.
A security deposit is required upon arrival and will be refunded on departure. Any damage will be charged from the deposit amount.
PAYMENT METHOD
For the 30% down payment please select one of the following payment methods:
A.) Credit card payment: Master Card, Visa and Maestro are accepted. (due on booking)
B.) Bank transfers are accepted. (due within 7 days - additional terms apply)
C.) Payment by PayPal
For the remaining 70% payment please select one of the following payment methods:
A.) Credit card payment: Master Card, Visa and Maestro are accepted. (due 30 days before arrival)
B.) Bank transfers are accepted. (due 30 days before arrival)
C.) Cash on arrival (due on arrival - may not be an option for some properties)
Please note that if you use your credit card for the down payment your booking is instantly secured and you will receive a confirmation on the website and by email.
If you have selected a bank transfer for the down payment you will receive an email with all the details of your booking and instructions on how to proceed. To finalise the reservation you are required to follow the instructions in the email and confirm your reservation. After that you will receive payment details. You are kindly requested to make the payment in the next 72 hours. After that period if we are missing the down payment you will be contacted and your reservation can be cancelled. Bank transfers may not be possible if your arrival date is in 30 days or less.
IMPORTANT REMARK: if you have chosen to pay the remaining 70% due cash on the arrival date you are not eligible for cancellation insurance and the down payment is not refundable in case of cancelation.
All the rates include VAT. A registration fee if 5,00€ per person (only once) applies.
PAYMENT ON OUR WEBSITE IS SECURE!
We are using ePay service for online payment by Globaldizajn Co which uses the most modern technology of protection from abuse, such as secure protocol Secure Socket Layer (SSL) and other technologies and secure procedures of the highest standards. The exchange of confidential data between online payment systems and authorisation centres of credit card companies is done through a network that is completely protected from an unauthorised access. Confidential data of your credit card is sent online directly to the authorisation centre.
PAYMENT BY FOREIGN CREDIT CARD
The amount that will be charged on your foreign credit card is calculated by converting the currency of euro (EUR) in Croatian kuna (HRK) according to the current exchange rate of Hrvatska Narodna Banka (HNB) on the day of purchase. When charging your credit card, the same amount will be converted to your local currency according to the exchange rate of the Association of credit card companies. As a result of this conversion it is possible to have small deviations between the price shown on our web site and the one charged on your credit card.
Step #4
CONFIRMATION
Once the online payment is processed, you will receive a confirmation of the payment on your e-mail address. The booking confirmation (VOUCHER) has to be taken to Croatia for your registration and key delivery.
CANCELLATION POLICY
If you would like to cancel your payment, it is necessary to contact us in written on lrossa@lrossa.com and to explain reasons for the cancellation. The following cancellation terms appy:
Cancellation fees:
until the 42. day: -> 30 % of rental price
until the 28. day: -> 60 % of rental price
until the 1. day: -> 90 % of rental price
No show: -> 100 % of rental price
PRIVACY STATEMENT
''Luna Rossa'' - TANGER d.o.o. is committed to protect all personal data of their customers. We collect only the basic information about our customers which are necessary to fulfil our obligations. We inform our customers about the way we collect data and regularly offer them the choice about the use of their data, including the decision whether or not they want to remove their name from lists used for informing campaigns. All user information are strictly confidential and available only where such information are necessary for job performance.
ACCOMMODATION FROM OUR OFFER
Luna Rossa's accommodation offer consists of units owned by our contractual partners - lessors on for whose account Luna Rossa sells capacities on the tourism market.
Maximum number of people
The accommodation units from our offer may only be accommodated by the maximum number of people listed in the description of the reserved accommodation unit posted on Luna Rossa's Web pages. The same applies to children, regardless of their age, with the exception of facilities allowing another child under the age of three free of charge. The guest is asked to mention this fact while booking. It is also forbidden to place tents or caravans on the land belonging to the facility. In the event of exceeding the maximum number of people or placing a tent or caravan on the facility's land, the owner may charge a fee per extra person or remove the extra people from the estate, i.e. demand the removal of the tent or caravan. If the guest ignores the request, everyone will be removed from the estate and no refund will be made.
Size of the facility
Our associates have personally visited each facility in our offer. With listed facility sizes it is always about external dimensions and consequently there's a possibility that the internal dimensions may be up to 15% smaller than the ones listed.
Pets, bugs and allergies
Despite thorough cleaning and maintenance of our facilities, occasionally a bug or mouse may be found who got there from their natural habitat where the house is located. Luna Rossa cannot be held responsible for this. Although pets are not allowed in all facilities, this does not mean that there have never been any pets in the booked facilities. Luna Rossa does not take any responsibility for the guest's allergic reactions in certain facilities.
Noise
When selecting facilities from our offer, we always make sure we select facilities located in good, safe and quiet areas. Despite this, we cannot guarantee that there will be no noise during the guest's stay, because we cannot affect or control things such as traffic noise, noises from nearby construction sites, noises from infractructure works (water, electricity, sewage etc.) etc. Neither the owner nor Luna Rossa can be held responsible for noises coming from the facility's surroundings.
Swimming pool
In the event of the facility having a swimming pool, the guest is obligated for safety reasons to stick to every advice of the owner or Luna Rossa. Using the pool is exclusively at your own risk. Children can use the pool only with an adult present. It is strictly forbidden for pets to use the swimming pool.
For properties with heated pool, please note that the water temperature in the pool depends solely on weather conditions and outdoor temperature. The pool is heated exclusively in the pre-season and post-season, with prior notice.
Youth groups (till 28 years of age)
In case that at the arrival is determined that a youth group has arrived in a house which doesn't allow such groups (clearly stated in the description of the house on the Luna Rossa's website) following rules will be applied:
The breackage deposit will be increased on 100,- € per person - to be paid in cash on the spot.
The guests have to strictly respect the house rules which they'll find in the house with an emphasis that loud music and partys are forbidden during the whole day and night.The house rules wil be sent to the client on request.
In case the clients should not respect the house rules, the owner of the hosue will warn them only once. In case the clients should continue not to respect the house rules or cause material damage in the house, the house owner has the right to ask the clients to live the property without the return of the deposit, nor the paid amount for the accommodation.
Features of the accommodation units
In many facilities from our offer guests have many features at their availability such as a washing machine, dishwasher, fridges, microwaves, DVD players, television sets, satellite receivers, a telephone, internet access, swimming pool etc. They can freely use these features, but Luna Rossa cannot be held responsible if one of these features unexpectedly stops working during the guest's stay. This also applies to sanitary facilities and installations.
COMPLAINTS
It is the guest's obligation to consciously handle the unit and its inventory. On the day of departure, the accommodation unit must be in the same condition as it was when the guest arrived. In the event of the accommodation's condition differing from its condition when booked, the guest must immediately notify the person in charge of the keys. If visible irregularities are not reported immediately after arriving, it will be thought that the unit was handed over in proper condition. If any irregularities occur during the guest's stay, it is their obligation to act in the same way. In the event of the owner or person in charge of the keys being unable to rectify the irregularity within a reasonable period, it is the guest's duty to inform their agent or Luna Rossa's employee. If the guest voluntarily leaves the facility or finds other accommodation without giving Luna Rossa time to resolve the issue causing the guest's dissatisfaction, the guest loses their right to receive compensation regardless of whether their reasons for departure were justified or not.
According to Article 6, paragraph 3 of the Law on Provision of Tourism Services (NN 130/17) we inform consumers that complaints or complaints about the quality of the services provided can be delivered in writing or by e-mail at info@lrossa.com.
Should the services provided not be satisfactory, the customer is entitled to seek reasonable compensation by filing a written complaint. Every customer is entitled to file a complaint if the paid service is not provided. Every customer - reservation holder, files a separate complaint.
Complaint procedure:
The guest is required to complain to the service provider about the inadequate service immediately on the day of his/her arrival and to notify LUNA ROSSA's office on e-mail: info@lrossa.com. Furthermore, the guest is required to cooperate with LUNA ROSSA representatives and the service provider in good faith in order to rectify the problem. If the guest refuses to accept the solution that is in accordance with services paid for, LUNA ROSSA is not required to accept any further complaints referring to this service.
The maximum compensation per complaint can amount to the cost of the part of the service(s) in the complaint. It cannot amount to the total paid to LUNA ROSSA and cannot include services already provided.
The parties commit to seek to resolve any disputes by mutual agreement, and if this is not possible, in the event of a legal dispute the court in Rijeka has jurisdiction and the law of the Republic of Croatia is applied.
