Introductory Notes
These General Terms and Conditions for booking and purchasing package travel arrangements and linked travel arrangements of the travel agency PRO PUTUJ d.o.o. (hereinafter: General Terms) form an integral part of the program of package travel arrangements and linked travel arrangements, and therefore also an integral part of the Travel Contract (hereinafter: Contract) concluded between PRO PUTUJ d.o.o., travel agency, Zapoljska 14, 10 000 Zagreb, OIB 24222297154, ID code: HR-AB-01-081005836, registered in the Commercial Court Register of the Commercial Court in Zagreb under registration number MBS: 081005836 (hereinafter: Pro putuj), and the person entering into the travel contract (hereinafter: Traveller).
All information and conditions stated in the program and in these General Terms are binding for both Pro putuj and the Traveller, unless otherwise specified in the Contract. Words and terms with gender meaning used in these General Terms apply equally to both male and female genders, regardless of whether they are used in the masculine or feminine form.
1. Registration and Contracting
The Traveller may register for travel organized and offered by Pro putuj, or for travel in which Pro putuj acts as an authorized sub-agent of another tour operator, at the Pro putuj office in person, by telephone, telefax, e-mail, via the internet, or through other authorized agents. Based on the received registration, Pro putuj will offer the Traveller a Contract which shall be considered binding once it has been signed by the contracting parties or once they have otherwise clearly confirmed their consent (e.g., but not limited to: via the internet, fax, e-mail, by providing credit card details, or by payment to a transaction account).
Pro putuj has the right to refuse the service if it does not receive the appropriate payment within the agreed deadline:
a) Upon registration, the Traveller pays 40% of the total arrangement price, and the remaining 60% must be paid no later than 30 days before departure, except in cases where special payment conditions are specified for certain trips. When choosing instalment payment by credit card, 100% of the amount becomes immediately due.
b) For so-called “reservations on request”, a deposit is paid according to the price list of the responsible tour operator. Pro putuj will not accept a reservation request without the paid deposit. If the Traveller does not accept the confirmed reservation made at their request, Pro putuj will retain the paid deposit to cover reservation costs.
c) In the case of a paid and confirmed arrangement, any change of date or traveller is subject to additional payment according to the valid price lists of the tour organizer or service provider.
2. Pre-contractual Information – Travel Offers on the Website, Brochure, Leaflet, Catalogue, etc.
The agency Pro putuj pays great attention to presenting programs in promotional materials (website, leaflets, catalogues, etc.), however irregularities and errors are possible and Pro putuj will endeavour to correct them as soon as possible.
Pro putuj is not responsible for possible printing errors, website errors, or subsequent changes in new editions of promotional materials and programs that were brought to the Traveller’s attention before the conclusion of the Contract.
In this respect, the information stated in the Contract shall be considered authoritative, and not the information contained in promotional materials.
3. Price and Content of the Arrangement
The price of the arrangement includes those services listed in the program under “Price includes”, and it may also include various fees, which are specifically indicated in the program.
The price of the arrangement does not include services that are specifically listed in the program under “Price does not include”, with the note that some optional services may be arranged in advance and will be recorded in the Travel Contract.
Pro putuj will inform the Traveller in a timely manner about the existence, price, and any possible changes in the method of charging such fees. Published prices are the result of agreements between Pro putuj and its partners and may not correspond to prices displayed at the destination.
4. Changes to the Contracted Price of the Package Arrangement
Pro putuj has the right to increase the price of the arrangement if the price increase is exclusively a direct consequence of changes in:
a) the price of passenger transport resulting from fuel costs and/or other energy sources
b) the level of taxes and/or fees for travel services included in the contract determined by third parties not directly involved in the execution of the package arrangement, including tourist taxes, landing fees, or embarkation/disembarkation fees at ports and airports
c) foreign exchange rates relevant to the package arrangement.
Pro putuj has the right to unilaterally increase the price of the arrangement up to 8%, and must notify the Traveller no later than 20 days before the start of the trip.
Any price increase, regardless of the amount, is possible only if Pro putuj informs the Traveller in writing, no later than 20 days before the start of the package travel, in a clear and understandable manner, including the calculation and explanation of the increase.
5. Changes to Other Terms of the Package Travel Contract
Before the start of the package travel arrangement, Pro putuj may not unilaterally change the terms of the package travel contract, except for price changes in accordance with Article 4 of the General Terms and Conditions and the Act on the Provision of Tourism Services, unless such a right is provided for in the contract, the change is insignificant, and the Traveller is informed of the change in a clear, understandable and easily noticeable manner on a durable medium.
If, before the start of the package arrangement, Pro putuj is forced to significantly modify any of the main characteristics of the travel services or is unable to fulfil the agreed special requirements of the Traveller, or proposes an increase in the price of the package arrangement exceeding 8%, the Traveller may, within a reasonable period determined by Pro putuj:
a) accept the proposed change, or
b) terminate the contract without paying a termination fee.
If the Traveller terminates the package travel contract, Pro putuj must, without undue delay and no later than 14 days after termination of the contract, refund all payments made and, where appropriate, compensate the Traveller.
Pro putuj reserves the right to change the day and/or time of departure due to changes in flight schedules and/or unforeseen circumstances, as well as the right to change the travel route if travel conditions change, for example, but not limited to: a changed flight schedule, security situations in the country and/or at transfer points and/or at the destination, weather conditions, without payment of compensation, in accordance with the applicable regulations in international transport.
Pro putuj also reserves the right to change the order of the travel program, especially in cases of public holidays or similar circumstances, as well as due to changes in the opening hours of certain sites that are visited.
6. Travel Documentation
Final travel documents will be delivered to the Traveller or sent by e-mail no later than 3 days before departure, unless otherwise specified in the travel program or in the case of charter flights.
The final travel documents will contain information necessary for the smooth execution of the program, as well as contact details at the destination and/or a telephone number to be used in case of emergencies, together with the contact details of the agency.
When registering, the Traveller is required to provide all details of all accompanying travellers included in the booking. These details must fully correspond to the data in the official travel documents which travellers are required to carry during the trip, in accordance with the regulations of each individual country.
If incorrect data cause delays, additional costs and/or interruption of the trip, the Traveller shall be personally responsible for all resulting costs for themselves and their fellow travellers.
7. Categorization and Description of Services
The accommodation facilities offered in the programs are described according to the official categorization of the destination country, valid at the time of publication of the program. Meals, the contents of accommodation units, as well as other services offered by the hotel/apartment are under the supervision of local tourist authorities, and accommodation and service standards may differ from those in Croatia and therefore are not directly comparable.
8. Accommodation in Rooms/Apartments
Room/apartment allocation is determined by the reception of the accommodation facility at the place of stay.
If the Traveller has not expressly booked a room/apartment with special features, they will accept any officially registered accommodation unit within the facility described in the catalogue and price list. Check-in to rooms is usually not possible before 15:00 on the first day of service, and rooms must generally be vacated by 10:00 on the day of departure.
Arrivals after 19:00 must be announced in advance, unless otherwise stated. The decision on early check-in and/or late check-out is made solely by the accommodation provider, and Pro putuj has no influence over such decisions.
9. Traveller’s Right to Terminate the Contract
The Traveller may terminate the Travel Contract at any time before the start of the package arrangement, subject to payment of an appropriate compensation fee:
a) If the Traveller cancels an arrangement for travel within Croatia, Pro putuj retains the following amount from the total arrangement price as compensation:
i) more than 30 days before departure: 10% of the arrangement price, minimum EUR 15.00
ii) 29–22 days before departure: 30% of the arrangement price
iii) 21–15 days before departure: 50% of the arrangement price
iv) 14–8 days before departure: 80% of the arrangement price
v) 7 days before departure until the day of departure: 100% of the arrangement price
vi) after departure: 100% of the arrangement price
b) If the Traveller cancels a European trip by bus or airplane up to and including 5 nights, Pro putuj retains the following amount from the total arrangement price as compensation:
i) more than 30 days before departure: 30% of the arrangement price, minimum EUR 30.00
ii) 29–22 days before departure: 40% of the arrangement price
iii) 21–15 days before departure: 80% of the arrangement price
iv) 14–0 days before departure: 100% of the arrangement price
v) after departure: 100% of the arrangement price
c) If the Traveller cancels an arrangement for a European trip by bus or airplane of 6 or more nights, Pro putuj shall retain the following amount from the total price of the arrangement as compensation:
i) more than 60 days before departure: 20% of the arrangement price, minimum EUR 50.00
ii) 60 to 46 days before departure: 30% of the arrangement price
iii) 45 to 32 days before departure: 40% of the arrangement price
iv) 31 days before departure until the day of departure: 100% of the arrangement price
v) after departure: 100% of the arrangement price
d) If the Traveller cancels an arrangement for travel outside Europe (including long-distance trips and foreign language courses), Pro putuj shall retain the following amount from the total arrangement price as compensation:
i) more than 45 days before departure: 30% of the arrangement price
ii) 44 to 30 days before departure: 80% of the arrangement price
iii) 29 days before departure until the day of departure: 100% of the arrangement price
iv) after departure: 100% of the arrangement price
e) If the Traveller cancels a cruise arrangement, Pro putuj shall retain the following amount from the total arrangement price as compensation:
i) more than 60 days before departure: 20% of the arrangement price
ii) 60 to 46 days before departure: 40% of the arrangement price
iii) 45 to 31 days before departure: 60% of the arrangement price
iv) 30 to 16 days before departure: 80% of the arrangement price
v) 15 days before departure until the day of departure: 100% of the arrangement price
vi) after departure: 100% of the arrangement price
f) Transfers
120 – 91 days before departure: 10% of the transfer price
90 – 61 days before departure: 20% of the transfer price
60 – 45 days before departure: 30% of the transfer price
44 – 31 days before departure: 50% of the transfer price
30 – 21 days before departure: 70% of the transfer price
20 – 0 days before departure: 100% of the transfer price
After departure and “no show”: 100% of the transfer price
g) If the Traveller cancels a linked travel arrangement that includes an airline ticket and accommodation, Pro putuj shall retain 100% of the airline ticket price as compensation (unless otherwise specified in the airline fare conditions), regardless of the time remaining before the start of the trip.For cancellation of the hotel and other services, the conditions under paragraph b) apply, except where the service was booked under special non-refundable conditions, in which case the service provider retains 100% of the amount of the service concerned. The above cancellation costs also apply to changes of departure date and/or accommodation facility, room/apartment type, as well as any other significant changes.
In case of cancellation, visa procurement costs and travel document costs are non-refundable.
If the Traveller cancels or shortens the trip due to weather conditions, Pro putuj will apply the above provisions and subsequent complaints will not be accepted. If special conditions apply to certain programs and arrangements, Pro putuj will specify them at the time of contracting and they shall apply accordingly.
A verbal cancellation must be confirmed by the Traveller in written form (by mail, fax or e-mail). If the Traveller does not confirm a verbally communicated cancellation in writing, it will be considered that the trip has not been cancelled.
If the Traveller terminates an ongoing trip at their own request, they are not entitled to reimbursement of costs resulting from early return. If the actual damage incurred exceeds the above amounts, Pro putuj reserves the right to charge the actual costs incurred, upon presentation of proof, up to a maximum of 100% of the arrangement price.
If the Traveller does not pay the remaining balance of the total arrangement price at least 29 days before departure, or does not provide documentation ensuring indisputable payment of the total arrangement price, it will be considered that the Traveller has cancelled the reservation without the right to a refund of the paid deposit.
The Traveller has the right to terminate the package travel contract before the start of the trip without paying a termination fee in the event of unavoidable and extraordinary circumstances occurring at the destination or in its immediate vicinity which significantly affect the performance of the package arrangement or significantly affect the transport of passengers to the destination.
10. Traveller’s Right to Transfer the Contract to Another Traveller
If the Traveller who cancels the trip finds another person to take over the same reservation, and that person fulfils all required conditions, Pro putuj will charge only the costs caused by the substitution.
As airline tickets represent a contract of carriage between the airline and the Traveller, they are issued in the name of the Traveller and are non-transferable (see section 19.2). Therefore, the existing ticket must be cancelled according to the fare rules under which it was purchased (see section 20.2) and a new ticket must be issued in the name of the new Traveller, according to the available fare at the time of issuing the new ticket.
11. Travel Insurance
By signing the Travel Contract, of which these Terms form an integral part, it is considered that travellers have been offered and recommended the following types of travel insurance: voluntary health insurance, accident insurance, insurance for damage and/or loss of luggage, insurance in case of trip cancellation or interruption, and liability insurance towards third parties, and that the Traveller has been provided with information regarding the content of these insurance policies as well as the general terms and conditions of the insurance contract.
If the Traveller wishes to arrange the above-mentioned insurance, it may be contracted directly with the insurance company or through Pro putuj, whereby Pro putuj acts solely as an intermediary of the insurance company.
Insurance against trip cancellation or interruption, according to the conditions of the insurance company, must be arranged at the time of concluding the Travel Contract, and it cannot be arranged later through the Pro putuj agency.
If the Traveller does not provide the data necessary for issuing the insurance policy within the deadline stated in the offer, it will be considered that the Traveller does not wish to arrange travel insurance or will arrange it independently.
The insurance premium is calculated depending on the duration and price of the trip, according to the price list of the insurance company. Valid reasons for cancellation or interruption of the trip are determined by the insurance company in accordance with the insurance terms. Paid insurance premiums are not covered by cancellation or interruption insurance, nor are they part of the package arrangement and therefore will not be refunded, just as visa procurement costs and reservation service costs will not be refunded, even if the Traveller has purchased trip cancellation insurance.
If the Traveller must cancel or interrupt the trip, Pro putuj reserves the right to charge an appropriate cancellation fee in accordance with the rules stated in Article 9 of these General Terms.
Other insurance conditions are included with the insurance policy, which will be sent or delivered to the travellers.
12. Right of Pro putuj to Terminate the Package Travel Contract Before the Start of the Package Arrangement
Pro putuj may terminate the package travel contract before the start of the package arrangement and fully refund the Traveller all payments received for the package arrangement without the obligation to compensate the Traveller, if the number of persons registered for the package arrangement is lower than the minimum number specified in the contract or travel program, which forms part of the pre-contractual information, and if the Traveller is informed of the termination within the deadline specified in the promotional material or travel program, namely:
- 20 days before the start of the package arrangement for trips lasting 6 days or more
- 7 days before the start of the package arrangement for trips lasting 3 to 5 days
- 48 hours before the start of the package arrangement for trips lasting less than two days
Pro putuj may also terminate the package travel contract before the start of the package arrangement and fully refund all payments received for the package arrangement without the obligation to compensate the Traveller if unavoidable and extraordinary circumstances prevent the performance of the contract and if the Traveller is informed of the termination without undue delay before the start of the package arrangement.
In the event of termination under this article, Pro putuj will refund all payments made by the Traveller without undue delay and no later than 14 days after termination of the package travel contract, provided that the Traveller has supplied the information necessary for the refund.
13. Travel Documents
Travellers are required to possess valid personal travel documents.
Invalid, incomplete, expired or damaged documents that result in cancellation of the trip do not produce any liability on the part of Pro putuj, and if Pro putuj incurs additional costs due to such negligence by the Traveller, the Traveller is obliged to reimburse those costs. If travel documents are lost or stolen during the trip, the costs of issuing new documents shall be borne by the Traveller. If a visa is required for a particular trip, Pro putuj may assist in obtaining the visa, provided that the authority issuing the visa allows such mediation, subject to an additional fee.
Pro putuj is not responsible for decisions of customs, police or other state authorities that may result in the refusal of entry into one or more countries.
14. Foreign Exchange, Customs and Health Regulations
Travellers must comply with foreign exchange and customs regulations, as well as with the laws and other regulations of the Republic of Croatia and other countries through which they travel or stay.
If the continuation of the trip becomes impossible due to violation of regulations by the Traveller, all resulting costs for the Traveller, fellow travellers and Pro putuj shall be borne by the Traveller.
Travel to certain countries requires mandatory vaccination against specific diseases, and the Traveller is obliged to possess vaccination certificates and related documentation.
The Traveller is obliged to inform Pro putuj of all facts concerning their health condition, habits, or similar circumstances that might affect the course of the trip (for example, if due to health or other reasons they require a specific type of food, suffer from chronic illness, allergies, etc.).
If due to such circumstances the Traveller is unable to follow the travel program, they accept the decision of the organizer that certain locations may not be visited, and they will not request a refund due to non-performance of the contract.
Information for Travellers Related to COVID-19
The Traveller is required to inform themselves about the current situation and possible travel restrictions on the official website of the Ministry of Foreign and European Affairs of the Republic of Croatia, before making any payment for airline tickets, accommodation or travel arrangements.
15. Luggage
The conditions and prices for the transport of carry-on and checked luggage, as well as weight and size limitations, are determined by the carrier. On charter flights, passengers are entitled to the free transport of up to 20 kg of luggage, as on regular flights, unless otherwise stated in the program.
In air transport, excess luggage must be paid for by the Passenger according to the applicable rules and prices of the carrier. Children under the age of two are not entitled to free transport of checked luggage.
Pro putuj assumes no responsibility for lost and/or damaged luggage. Any irregularity related to luggage, including but not limited to delay, loss and/or damage of luggage, must be reported by the Passenger without delay directly to the carrier if the irregularity occurred during transport, or to the accommodation provider (for example the hotel reception, campsite, or accommodation service provider) if the irregularity occurred during the stay.
In air transport, the airline carrier to whom the luggage was handed over is responsible for checked luggage in accordance with the regulations applicable in air transport. The Passenger is personally responsible for carry-on luggage, including luggage marked “Delivery at Aircraft” and temporarily stored in the aircraft hold.
In the event of an irregularity, the Passenger must complete a report on the irregularity directly with the carrier or with the agent authorized by the carrier to handle baggage transport irregularities. Based on this report, the carrier will pay compensation according to the regulations applicable in domestic and international passenger air transport.
In the event of loss, damage and/or theft of luggage in a hotel, the Passenger must submit a compensation claim to the hotel where the luggage was lost, damaged and/or stolen.
We recommend taking out luggage insurance.
16. Complaints Regarding Irregularities and Claims
In the event of irregularities or complaints, the Passenger must first submit a complaint to the service provider (hotel, apartment, carrier, tour leader, representative of the tour organizer, or the direct service provider). If the complaint can be resolved on site and the Passenger does not immediately notify the service provider of the irregularity, it will be considered that the Passenger agrees with the service provided and thereby loses the right to submit subsequent complaints requesting a price reduction and/or compensation. Pro putuj will not consider complaints if the Passenger has not attached a copy of the written complaint submitted on site.
If the issue is not resolved after the on-site complaint, the Passenger must request written confirmation stating that the service was not provided or was not provided as agreed. This confirmation must be attached to the written complaint.
The Passenger must submit the written complaint within 8 days after the completion of the trip, via email to: info@proputuj.hr, or by post to:
Pro putuj d.o.o.
Zapoljska 14
10 000 Zagreb, Croatia
The complaint may also be submitted in person at the agency office by delivering a written complaint to an employee of Pro putuj. If the Passenger submits the complaint after this deadline, Pro putuj is not obliged to consider it.
Pro putuj is obliged to provide a written response to the complaint within 14 days of receiving it, and may extend the response period for an additional 14 days in order to collect the necessary information. While the complaint resolution process is ongoing, and for a maximum of 14 or 28 days after submitting the complaint, the Passenger irrevocably waives mediation by any other person, arbitration by the UHPA, or any other institution, as well as providing information to the media. During this period, the Passenger also waives the right to initiate legal proceedings. The maximum compensation amount based on a complaint may reach the amount of the disputed part of the services but cannot include already used services or the full amount of the travel package.
Online Dispute Resolution Platform (ODR)
In accordance with European Union regulations, customers may submit complaints regarding online purchases or resolve consumer disputes for products and services purchased via the internet through an online platform.
Regulation (EU) No 524/2013 on online dispute resolution for consumer disputes has been applicable since 9 January 2016.
According to Article 14(1) of the Regulation, traders established in the European Union who participate in online sales contracts must provide on their websites an easily accessible electronic link to the Online Dispute Resolution Platform (ODR Platform).
The ODR Platform became operational on 15 February 2016.
Electronic link: Online Dispute Resolution Platform
17. Obligations of Pro putuj
Pro putuj is obliged to ensure the proper execution of services as well as the selection of service providers with the diligence of a prudent business operator, and to protect the rights and interests of the Passenger in accordance with good practices in tourism. Pro putuj is obliged to provide the Passenger with all contracted services for a particular arrangement/trip and to respond in the event that a service or part of a service is not performed.
Pro putuj will fulfill all obligations from its programs/arrangements in full and as described, except in cases of force majeure or changed circumstances. Despite all due care, situations such as overbooking in hotels, transport, or restaurants may occur at the destination or during travel. In such cases, Pro putuj will endeavor to offer an alternative solution.
Pro putuj will assist the Passenger in difficulties, particularly by providing appropriate information regarding health services, local authorities, and consular assistance, as well as by assisting with long-distance communication and finding alternative travel arrangements. If the Passenger caused the difficulty intentionally or through negligence, Pro putuj may charge a reasonable fee for such assistance, which will not exceed the actual costs incurred.
Pro putuj is obliged to bear the costs of necessary accommodation for a maximum of three nights per Passenger when, due to unavoidable and extraordinary circumstances, it is not possible to ensure the Passenger’s return in accordance with the package travel contract. The Passenger has the right to a price reduction and/or compensation if travel services are not performed properly.
18. Obligations of the Passenger
The Passenger is obliged to comply with the rules of conduct in accommodation facilities and means of transport and must not, through their behavior, hinder the smooth implementation of the travel program or endanger the rights of other Passengers when using the services of Pro putuj. If the Passenger, through their behavior, causes damage to a service provider in the accommodation facility or means of transport, or prevents the regular and smooth execution of the travel program, the Passenger is obliged to immediately remedy such damage or compensate the injured party. In doing so, the Passenger is required to cooperate with the service provider and Pro putuj. If the Passenger endangers the regular and smooth execution of the travel program, Pro putuj, in addition to the right to claim compensation for damages, has the right to terminate the trip. In such a case, it will be considered that the trip was terminated at the request of the Passenger, and Pro putuj will not be obliged to cover the costs of returning the Passenger to the place of departure.
If, in the case described in the previous paragraph of this section, the Passenger is a minor or a child, the parent or guardian is obliged to accept the return of the child home or to come and collect the child at their own expense. The Passenger is obliged, without undue delay and taking into account the circumstances, to inform Pro putuj of any non-conformity that they notice during the performance of the travel services covered by the package travel contract. If any of the travel services are not performed in accordance with the package travel contract, Pro putuj is obliged, at the request of the Passenger, to remedy such non-conformity unless this is impossible or would cause disproportionate costs considering the non-conformity and the value of the travel services affected by it.
19. Conditions for Reservation and Purchase of Air Transport Tickets
Pro putuj does not own aircraft and does not perform air transport of passengers or cargo. In the sale of airline tickets, Pro putuj acts exclusively as a sales agent of airline carriers.
1. Flight reservations
When making a flight reservation, the Passenger must provide the correct first name, surname, and gender of each Passenger exactly as stated in the identification travel document that will be used for the trip.
Despite great care when making reservations, due to possible errors in the exchange of information, mistakes may occur in the name, surname, gender, dates, times, flights, departure or destination. The Passenger must check the received reservation confirmation and immediately notify Pro putuj of any errors in the name, surname, gender, dates, times, flights, departure or destination so that corrections can be made as soon as possible. If the Passenger does not notify Pro putuj of any error in the name, surname, gender, dates, times, flights, departure or destination after receiving the reservation/offer and before confirming the purchase, it will be considered that all information provided is correct. Unless otherwise stated in the reservation/offer, the reservation is valid 24 hours from the moment of booking, after which it will automatically be cancelled if the Passenger does not confirm or purchase the ticket. The airline carrier may change and/or cancel the currently valid fares at any time without prior notice, which may lead to a price change between the time the reservation/offer is made and the time of ticket confirmation/purchase.
The fare valid at the time of ticket issuance shall apply.
2. Airline ticket / e-ticket
After the reservation is confirmed by the Passenger, Pro putuj, as a sales agent of airline carriers, issues an electronic confirmation of ticket purchase (electronic ticket, e-ticket, eticket, etix) on behalf of the airline carrier.
The e-ticket contains the Passenger’s first name, surname, gender, and the sequential list of all flights for which the transport reservation has been made, including travel dates, departure and destination points, as well as the reservation number under which the airline keeps the booking in its reservation system.
After the purchase/confirmation of purchase, i.e., the issuance of the e-ticket, no subsequent change to any element of the ticket is possible.
Once issued, the airline ticket represents a contract of carriage between the airline carrier and the Passenger.
The ticket, as a contract of carriage, is issued in the Passenger’s name and is not transferable to another person.
3. Boarding pass
Before boarding the aircraft, the Passenger must independently complete the check-in process using one of the methods offered by the airline that issued the ticket (for example: at the airport check-in counter, on the airline’s website, at a self-service kiosk, etc.). The airline carrier may charge a fee for certain check-in methods.
After check-in has been completed, the carrier issues a boarding pass to the Passenger in paper and/or electronic form for each flight separately. The boarding pass serves as authorization to board the aircraft and as a baggage receipt if luggage is checked in. In the case of paper boarding passes, the airline carrier may refuse boarding to a Passenger who cannot present the original paper boarding pass, if such a pass was issued, at the aircraft boarding gate.
The airline carrier is not obliged to fulfill the contractual obligation of transport if the Passenger’s name on the e-ticket/boarding pass differs from the name on the personal travel document presented by the Passenger during check-in and/or boarding.The conditions of air transport of passengers and luggage are defined by the airline carrier, and the Passenger is obliged to comply with them.
20. Special Conditions for Reservation and Payment of Airline Tickets and Ticket Service Charge
Special payment deadlines and conditions apply to airline tickets. Unless otherwise stated in the reservation/offer, a reservation is valid for 24 hours from the moment of booking.
If the Passenger purchases the ticket by credit card, they must provide valid credit card details (by phone or in person at the agency) before the reservation expiry deadline and ensure that the card may be charged for the total ticket amount and the Ticket Service Charge (TSC). If the Passenger is not the cardholder, they must have authorization from the cardholder.
If the Passenger purchases the ticket by bank transfer to the Pro putuj transaction account at Zagrebačkabankad.d., the Passenger must take into account the payment execution schedule of the financial institution from which the payment is made to ensure that Pro putuj receives the funds before the reservation deadline.
If Pro putuj does not record the payment on its account at Zagrebačka banka d.d. before the reservation deadline, Pro putuj bears no responsibility for the cancellation of the reservation by the airline carrier.
Neither the airline nor Pro putuj can guarantee that the same flights will be available again at the same price or that seats will still be available. In such cases, the Passenger may:
- make a new reservation at the currently available prices and seat availability and pay the difference to the new ticket price within the deadline set by the airline, or
- cancel the purchase and receive a refund of the previously paid funds once they are recorded on the Pro putuj account and if the ticket has not been issued.
The airline carrier reserves the right to cancel a reservation and/or an already purchased ticket without prior notice, for which Pro putuj assumes no responsibility.
Refund of the ticket service charge (TSC) is not possible.
Cancellations and Changes
1. Cancellations and/or changes made by airline carriers without the Passenger’s consent
Airline carriers, due to certain circumstances, reserve the right to change the flight schedule, including changes to departure and arrival times, as well as flight cancellations without prior notice.
The electronic ticket represents a contract between the airline carrier and the Passenger, while Pro putuj acts only as the airline’s sales agent and is therefore not responsible for changes or cancellations made by the airline.
2. Cancellations and/or changes requested by the Passenger
Cancellations and changes (for example flights, departure points and/or destinations) are subject to the fare conditions of the purchased ticket.
Unless otherwise stated in the reservation/offer:
- the airline ticket does not allow a refund of the fare
- the ticket does not allow a refund of unused airline and/or airport taxes
- the ticket does not allow changes to flights, including departure or destination airports.
All possible changes to an issued ticket are subject to the fare conditions under which the ticket was issued, including:
- refund possibilities after purchase (fare and/or taxes)
- the possibility of changing flights, departure points or destinations
- applicable change or cancellation fees.
If the fare allows flight changes with payment of an additional fee, the Passenger must also pay the difference between the originally paid fare and the fare available at the time of the change, if seats are no longer available in the original fare class.
If a trip is cancelled and the fare conditions allow a refund, the funds will be returned to the Passenger after approval by the airline carrier, usually within up to two months from the cancellation date, using the same payment method used to purchase the ticket. The cancellation request must be submitted in writing:
- by email to: info@proputuj.hr
- by post to:
Pro putuj d.o.o.
Zapoljska 14
10 000 Zagreb, Croatia - or in person at the Pro putuj office.
If the ticket is not cancelled within the deadline defined by the airline carrier and the Passenger does not appear for the flight, the Passenger will be considered a No-show passenger.
3. No-show
If the Passenger does not check in for the flight on time and/or does not appear at the boarding gate, the Passenger will be considered a No-show passenger.
The airline carrier will automatically cancel all subsequent flights included in the ticket.
Depending on the fare conditions, the Passenger generally has no right to a refund or ticket change.
4. Sequence of flight coupons and their use
When issuing the ticket, a separate electronic coupon is issued for each reserved flight.
The purchased ticket is valid for transportation from the place of departure, via the stated intermediate or transfer points, to the destination stated in the e-ticket confirmation. The ticket price is calculated based on the airline’s fare rules for the entire journey indicated on the ticket. Changing the travel route results in a change of fare and therefore the ticket price.
By confirming or purchasing the ticket, the Passenger accepts the obligation to use flights in the sequence listed in the e-ticket. For example, it is not possible to skip the outbound flight and still use the return flight.
If the Passenger attempts to use flights out of sequence, all subsequent flights will be cancelled, and the Passenger loses the right to use them and the right to a refund for the unused portion of the ticket. In such cases, the airline may require fare recalculation according to the actual travel route, which may result in a higher fare payable by the Passenger.
5. Complaints in cases of denied boarding, delays or flight cancellations
If the Passenger has a complaint due to denied boarding, flight delay, flight cancellation, or other transport irregularities (for example baggage issues), the Passenger must submit the compensation claim directly to the airline carrier responsible for the irregularity. Pro putuj acts only as a sales agent and is not authorized to resolve complaints on behalf of airline carriers.
Airline carriers do not consider complaints submitted through agents to be valid. All transport irregularities (delays, cancellations, etc.) are subject to Passenger Rights in Air Transport (europa.eu).
6. Airline insolvency or bankruptcy
In the event of airline insolvency and/or bankruptcy resulting in the airline being unable to perform the transport, Pro putuj assumes no responsibility. Pro putuj will issue a refund for such tickets only after receiving the refund from the airline carrier.
Passengers will be informed in a timely manner about the ticket status in the event of airline insolvency or bankruptcy.
21. Conditions for Linked Travel Arrangements
The general terms and conditions for package travel do not apply to linked travel arrangements, except in relation to passenger protection in the event of agency insolvency.
A linked travel arrangement includes at least two different types of travel services purchased for the same trip or holiday that do not constitute a package travel arrangement (for example individual booking of hotel accommodation, airline tickets, transfers or similar additional services). For linked travel arrangements, Pro putuj acts in the name and on behalf of the service providers, as an authorized sales agent of various service providers (airlines, hotels, transfer companies, booking agencies, etc.). Each service provider is solely responsible for the proper performance of its services in accordance with its contract. Passengers will receive the contact details of the relevant service provider in the final travel documents.
22. Travel Organized by Other Tour Operators
For each travel program, the terms and conditions of the responsible tour operator indicated for that travel program apply.
For programs where Pro putuj d.o.o. acts only as an intermediary, Pro putuj is not responsible for the execution of the travel arrangements but only mediates the sale. All such travel arrangements are clearly indicated in the travel contract.
By signing the contract, the passenger fully accepts the travel program and conditions.
23. Insolvency Protection Insurance
In accordance with the Tourism Services Act, in the event of insolvency or bankruptcy of Pro putuj, passengers currently traveling or passengers who have paid deposits should contact the insurer with whom Pro putuj has concluded a guarantee insurance policy for package travel arrangements. Insurance details are provided in each individual travel contract, including the policy number and insurer contact details. Policy number: P15 – 1020001327, Insurer: Generali osiguranjed.d., Address: Slavonskaavenija 1b, 10000 Zagreb Phone: +385 (0)1 4600 400
24. Liability Insurance
In accordance with the Tourism Services Act, Pro putuj has concluded a liability insurance contract with an insurer covering damage caused to passengers due to non-performance, partial performance, or improper performance of travel services.
Insurance details are included in each individual travel contract. Policy number: P13E-1026672391, Insurer: Generali osiguranjed.d., Address: Slavonskaavenija 1b, Zagreb, Phone: +385 (0)1 4600 400
25. Personal Data Protection
Pro putuj respects the privacy of all passengers and collects only the data necessary for the execution of travel services.
All passenger data is strictly protected and accessible only to employees who require such information to perform their work duties. All Pro putuj employees and business partners are responsible for respecting the principles of data privacy protection.
With the passenger’s consent, this data may also be used for further communication and the delivery of marketing messages from the agency. Passengers may unsubscribe from marketing communications at any time.
Pro putuj undertakes to store personal data in its database in accordance with the Personal Data Protection Act and the General Data Protection Regulation (GDPR).
26. “Fortuna” / “Roulette” Travel
Passengers who enter into a travel contract where the name of the accommodation facility is disclosed only upon arrival at the destination accept the risks associated with such travel.
These travel arrangements contain uncertain elements over which Pro putuj has no control. The Passenger accepts such travel primarily due to the lower price.
For this reason, the Passenger has no right to submit complaints regarding the accommodation.
Pro putuj guarantees only:
- the category of the accommodation facility (according to the official categorization of the destination country)
- the type of service selected.
27. FINAL PROVISIONS
These Terms and Travel Instructions are valid from 24 February 2026 and replace all previously issued travel terms and instructions. They are in accordance with Directive (EU) 2015/2302 of the European Parliament and of the Council of 25 November 2015 on package travel and linked travel arrangements
(available at: https://eur-lex.europa.eu/legal-content/EN/TXT/PDF/?uri=CELEX:32015L2302)
as well as with the Tourism Services Act (Official Gazette Nos. 130/17, 25/19, 98/19, 42/20, 70/21), which has been in force since 26 June 2021 (available at: https://mint.gov.hr/UserDocsImages/AAA_2020_MINTIS/dokumenti/200907_ZopuT.pdf).
Pro putuj and the Passenger undertake to attempt to resolve any potential disputes amicably in accordance with these Terms. If this is not possible, in the event of a dispute the competent court in Zagreb shall have jurisdiction, and Croatian law shall apply. In accordance with the Tourism Services Act, the Passenger may submit a proposal for dispute resolution to a body listed among the notified bodies for alternative consumer dispute resolution, in accordance with the law regulating alternative consumer dispute resolution. The competent authority responsible for official supervision of the activities of travel agencies in providing tourism services is: State Inspectorate – Tourism Inspection, Šubićeva 29 , 10 000 Zagreb Croatia
Business Manager
Renato Habuš
PRO PUTUJ d.o.o.
Zapoljska 14
10 000 Zagreb
Croatia
Email: info@proputuj.hr
Phone: +385 1 70 77 550