Unlock d.o.o. – Booking Terms & Conditions

Unlock d.o.o., company, arranges bookings of holiday Property (the Property) as Agent for holidaymakers (the Holidaymaker). The Agent does not own or manage the Property in any way and the use of the Property is subject to these terms.


Unlock d.o.o. may collect billing information if you sign up for a paid service, which may include your name, address, telephone number, credit card details, and other information that is necessary in order to process the transaction. Under no circumstance do we store any of your sensitive billing details including card details.

(a) Upon the Agent issuing a confirmation invoice for the Property to the Holidaymaker, a binding contract shall exist between the Holidaymaker and the Agent subject to these booking conditions. When you, the party leader, makes a booking, you confirm that you have the authority to accept, and do accept, on behalf of all your named party these Terms and Booking Conditions. Any persons staying at the relevant Property, who have not been declared to Unlock d.o.o. as guests, prior to departure, will have no contract and will be asked to leave the premises immediately and have no redress in law.
(b) Once your holiday booking has been confirmed a confirmation invoice for 50% of the rental price will be issued by Unlock d.o.o. and a binding contract between Holidaymaker and Agent will come into existence. This invoice must be paid within 5 days of receipt to confirm your booking. The remaining 50% must be paid to the Agent no later than 12 weeks (84 days) prior to the commencement of the holiday. Where the Agent has not received the payments by the due dates we reserve the right to treat your booking as cancelled and you will be liable for the cancellation changes as detailed below.
(c) Booking forms or telephone bookings received by the Agent in respect of holidays due to commence within 12 weeks must be accompanied by payment of the rental charge for the holiday period in full within 5 days of the booking and in any event prior to commencement of the holiday.
(d) Our preferred method of payment is bank transfer and payments via Paypal (all paypal payments will incur an additional 4% charge).
(e) A refundable security deposit is required for each Property to cover any damages, loss, breakage, telephone usage etc and must be paid to property owner prior to commencement of the holiday. The amount of the deposit will vary dependant on which property is booked and you will be made aware of the amount at the time of booking. The security deposit must be paid in full (cleared funds) prior to commencement of the holiday. Trusting there are no breakages, the deposit will be refunded in full on the day of your return. Any breakages due will be deducted from the deposit and an invoice showing details of the breakages will be forwarded to you, alongside a receipt of the damages incurred. Should the security deposit prove inadequate to fully cover any costs that may arise, we reserve the right to invoice you for the balance within 30 days of the end of the rental period, or at such other time to allow the total cost to be determined.
(f) The Agent reserves the right to refuse any booking.
(g) The Agent reserves the right to correct any error in both advertised and confirmed prices.
Immediately upon receipt of the holiday confirmation from the Agent, the Holidaymaker should check the details and notify the Agent immediately of any correction as soon as possible. The Agent reserves the right to charge a holiday booking amendment fee to administer/correct any error by the Holidaymaker.
Should you wish to make changes to the booking such as departure date we will do our best to assist however it may not always be possible. If there are changes in the people who will be members of your party we must be made aware of this with 14 days of the rental period. Any changes requested must be made to us in writing by the party leader and will become part of the contract only if/when confirmed by us in writing.
(a) The Holidaymaker should notify the Agent immediately and in writing of any intention to cancel the holiday booking. The cancellation only takes effect when the Agent has received written confirmation from the Holidaymaker party leader.
(b) If the Agent is unable to re-let the holiday Property for the period of the cancelled holiday the following cancellation fees will be charged based on the total rental price:
More than 45 days prior – 20%
Between 22 days and 45 days (inclusive) prior – 75%
Less than 21 days prior – 100%
If the cancellation fee is not paid in full prior to holiday rental start date interest charges will apply.
(c) If the holiday Property is let, monies received by the Agent for the re-let holiday, less the deposit and any extras already paid by the Holidaymaker, may be refunded to the Holidaymaker within 2 weeks after the re-let holiday has taken place.
(d) Holiday cancellation insurance is not provided by the Agent and is not included in the price of the holiday. We strongly recommend that all members of the holiday party take out suitable holiday insurance.
(a) In the unlikely event of the Agent being unable to arrange the holiday Property requested by the Holidaymaker, or if the Property booked by the Holidaymaker becomes unavailable for whatever reason, the Agent will endeavor to arrange an alternative Property for the Holidaymaker of an equivalent type and standard in a similar location, failing which (or at the option of the Holidaymaker) all monies paid by the Holidaymaker will be refunded. The Agent will then have no further liability to the Holidaymaker in that respect.
(b) The Agent is not liable for the additional cost of the alternative Property, which must be paid by the Holidaymaker. If the alternative Property is of a lower price than the original Property then we will refund the difference.
(c) If the offer of alternative Property is not accepted by the Holidaymaker within 28 days, a refund of all monies paid will be given by the Agent.
Whilst to the best of the Agents knowledge the details relating to any property described in the Website were correct at the time of printing, the Agent reserves the right to make alterations to the website at any time and shall endeavor to inform the Holidaymaker of any such significant alterations. The Agent cannot accept responsibility for any changes or closures to area amenities or attractions mentioned in the website and such changes shall not constitute a cancellation.
During the period of the holiday, the Holidaymaker undertakes the following:
(a) That the number of people occupying the Property will not exceed the number stated on the booking form. If it does the Agent / Property Owner / caretaker can refuse to allow the Holidaymaker to take possession of the Property or make the Holidaymaker leave the Property before the end of the holiday. If this happens the Agent shall treat the holiday as being cancelled by the Holidaymaker and the Holidaymaker shall have no claim against the Agent for compensation or reimbursement whatsoever.
(b) That the Property will be used solely for the purpose of a holiday by the Holidaymaker and his party.
(c) To show due consideration for other parties. If the Holidaymaker abuses the Property or displays dangerous, offensive or rude behaviour to the Property Owner/caretaker or any third parties (e.g. neighbours), the Property Owner/caretaker has the right to ask the Holidaymaker to leave the Property before the end of the holiday. If this happens the Agent shall treat the holiday as being cancelled by the Holidaymaker and the Holidaymaker shall have no claim against the Agent for compensation or reimbursement whatsoever.
(d) To allow the Property Owner or his representatives access to the Property at any reasonable time during the period of the holiday.
(e) To keep the Property and all furniture, utensils, equipment, fixtures and fittings in or on the Property in the same state of repair and condition as at the commencement of the holiday and to ensure that at the end of the holiday the property is left in the same state of order and cleanliness in which it was found. The Property Owner reserves the right to levy an additional charge for any extra cleaning required after the Holidaymakers occupancy and for any consequential loss.
(f) To report as soon as possible to the Agent any breakages or damage caused by the Holidaymaker during the holiday and to reimburse the Property Owner with the cost of replacement. The Agent reserves the right to make a claim against the Holidaymaker for repair or loss as a result of damage caused.
(g) To notify all other members of the Holidaymakers party of these conditions.
(h) To arrive after 3pm on the arrival day and to vacate the Property by 10am on the day of the departure date unless prior arrangement has been agreed.
(i) The Holidaymakers vehicles and their contents and the Holidaymakers personal belongs are left at the Property during (and after) the period of the holiday entirely at the risk of the Holidaymaker.
(j) The Holidaymaker must not (without the express permission of the Property Owner) allow any person other than guests booked and staying in the Property for their holiday to use the facilities and amenities of the Property.
(k) It is your responsibility to ensure that the Property’s inventory is accurate upon your arrival and that we are notified of any discrepancies within 24 hours of arrival. Unless we have been notified, you will be deemed liable for any discrepancies found at check-out.
(l) Unless otherwise agreed in writing, no pets are allowed in the property.
(m) All keys and other devices for the Property are your responsibility. We reserve the right to charge you to replace such items and/or to have the locks changed at the Property in the event that they are not all left with our representative on departure.
(n) We accept no liability for the intermittent failure of public utility supplies, sewage systems, plumbing, mechanical equipment or telephone systems or internet connections (where available), but we shall use our reasonable endeavours to arrange their repair. We also accept no liability for any loss of enjoyment suffered as a consequence of any local engineering and / or construction works.
(o) No parties or other functions, including commercial activities, may be held at the property without our prior written consent.
(a) The Agent shall have no liability to the Holidaymaker for any loss, damage or injury howsoever caused to the Holidaymaker or to the Holidaymakers personal property (or to persons in the Holidaymakers party or their personal property) during their stay at the Property except to the extent such loss, damage or injury is caused by the negligence or willful default of the Agent.
(b) The Agent gives no warranty and is not responsible for the accuracy or otherwise of any information or representations given verbally by its servants or Agents.
(c) The property may have dangers such as swimming pools, steep steps and drops. As such the property may not be suitable for you or to young children. All swimming pools are used at your own risk. You accept complete liability for any accidents caused by your own negligence, misuse of the Property or failure to comply with local laws and regulations, including any caused due to alcohol and / or any drugs or medicine of any kind.
It is very important that ALL members of the holiday party have their own travel/medical insurance and that they are in place for the entire length of the holiday rental period. By agreeing to these terms you agree that such insurance is in place.
(a) For the purpose of the Data Protection Acts, all personal and other information and details collected by the Agent in the course of its business as a holiday booking agency, belongs to the Agent and will not be disclosed-except if necessary to the Property Owner/caretaker when confirmation of holidays booked at a Property is given.
(b) If a Holidaymaker or other individual wishes to be removed from the Unlock d.o.o. mailing list, they should inform us.
In the unlikely event the Holidaymaker may have cause for dissatisfaction, this must be made known to the Agent as soon as possible and we may have to contact the Property Owner to try to resolve the problem. Where possible we try to rectify the situation as soon as possible. All formal complaints must be made to our local representative by the party leader as soon as possible and in any event before the end of the rental period. All such complaints must also be made in full in writing to us within 7 days of the end of the Rental Period. Any complaint received after this period will only be considered at our sole discretion as it may prove difficult to investigate or rectify your complaint.
Any third party services such as car hire, flights, concierge, airport transfers etc are supplied by different companies and therefore we do not accept and liability for these whatsoever.


Refund and Cancellation Policy

(a)If a booking is cancelled by the Customer within 24 Hours from the start of the period of service, 40% of all monies paid will be non-refundable.

(b)not informed up to 12 Hours prior to the time of booking cancellation charge incurs 100% of quoted price for provision of service.

No liability can be accepted and no compensation will be paid by the Agent, where the Holidaymaker or his personal property (and/or any person in the Holidaymakers party and/or their personal property) suffer any loss, damage, injury, disappointment, inconvenience or otherwise, or where the performance or prompt performance of any obligations by the Agent or the Property Owner are prevented or affected, by “force majeure”.
In this contract “force majeure” means any event which the Agent or the Property Owner could not have foreseen or avoided including war, threat of war, riot, civil strife, industrial action, terrorist activity, natural or nuclear disaster, fire, adverse weather condition’s closure of international borders, disease, non-availability of transport services, interruption to services/utilities and all similar events outside the control of the Agent or the Property Owner.
All contractual obligations arising out of these conditions shall be subject to Croatian Law and the exclusive jurisdiction of the Croatian Courts.
If you have any queries regarding these booking terms and conditions please contact Unlock d.o.o..