GENERAL TERMS AND CONDITIONS / GUIDELINE FOR TRAVEL ARRANGEMENTS FOR INDIVIDUAL PASSENGERS (BOOKING ON PUBLISHED TRAVEL ARRANGEMENTS) AND GROUP TRAVEL PROGRAMMES OF CMT
The general terms and conditions of travel arrangements are a fundamental part of this booking agreement (booking form), concluded between CMT (as the legal representative of the Croatia Music Festivals brand) or other accredited agency and passengers, who are booking a certain travel arrangement. Once a passenger orders a certain travel arrangement from the agency, by telephone or on-line, it is considered that he has accepted the general terms and conditions. The booking a passenger makes is obligatory and therefore it is only possible for a passenger to cancel the booking exclusively according to the general terms and conditions regarding booking cancellations. It is considered as an obligatory booking, as well as the previously mentioned written booking form (signed agreement), this further includes every booking order given orally over the phone or in writing on-line. The passenger is responsible for all the costs and consequences, which may occur due to incorrect information he has provided when making a booking.
The passenger can book a travel arrangement in the offices of CMT or in any other accredited agency. By making a booking CMT and the passenger agree to a binding agreement, which includes all information regarding the travel arrangements that the passenger has chosen or alternatively the travel agreement refers to the published travel arrangement programme, that details the information regarding the chosen travel arrangements. When making a booking, the passenger has to provide all the necessary information and his personal documents that are required by the travel arrangement programmes and pay the deposit (first installment) for the total value of the travel arrangement and he has to follow the instructions, stated in the travel arrangement programme. The passenger has to pay the remaining amount of the travel arrangement price no later than 60 days prior to the date of departure or as stated on the booking form / in the travel agreement. In the case that the passenger fails to pay the remaining amount of the agreed arrangement price before this date, it is considered that he has cancelled his booking and in this case CMT follows the regulations of general terms and conditions regarding the cancellation of the travel arrangement on behalf of passenger, as stated in paragraph V. of these general terms and conditions. It is the duty of the passenger to present the payment confirmation for the travel arrangements before departure to the travel guide or representative of CMT. In case the passenger should fail to present the confirmation, the travel guide or representative of CMT is not obliged to allow the passenger participation on the travel. Based on the deliberation of the Union of the travel agencies of Slovenia CMT is allowed to charge the booking fee in the amount of 2.5% of total booking amount for every received booking form. The minimum amount of the booking fee is 5€ unless stated otherwise. The booking fee covers the administrative cost of the booking. Chosen payment option might be subject to a payment fee.
Making payment by credit or debit card (MasterCard, Maestro, Visa, Visa Electron, Activa, American Express)
Thanks to the procedure of online payments there is no need to worry about the security of your credit or debit card details. The system of online payments enables the information containing the card number and CCV code to be inserted exclusively on the bank’s secure webpage. All the card information remains in the domain of bank and the agency as the merchant does not have access to this information. When making an on-line payment by card the customer is redirected to the website in the domain of the card processing centre Activa and the bank to which the agency has made the contract with to use credit and debit cards.
All credit card payments will be charged with additional credit card fee, the amount depends on the credit card type.
The service we offer is the secure payment service executed through the international card systems Visa and MasterCard. The trademarks Verified by Visa and MasterCard SecureCode enable the customer to electronically sign every purchase he makes online simply by using his smart card, portable card reader and the single use password. In Slovenia the services Verified by Visa and MasterCard Secure Code are supported by the banks members of the Activa System (more information are to be found on the website www.activa.si).
Thus owners of the credit or debit cards are offered the most secure online payment systems currently available on the market, regardless of the credit or debit card they use. Payments are possible with any of the following credit or debit cards:
Online payments by the Maestro debit card are possible under condition that the owner has registered his card on the authentication system “MasterCard SecureCode”. All Maestro debit cards (chipped smart cards) are automatically registered and therefore enabled to make purchases in the CMT Agency online shop.
Prices of travel arrangements are stated in every travel programme and become valid on the day of the publication of each programme. Prices for all the arrangements are given in EUR. CMT reserves the right to change the prices according to Croatian Obligations Code (the changes take place due to changes in currency exchange rates, changes in transport tariffs, changes in fuel prices…). Should price changes occur, CMT has the responsibility of informing the passenger no later than 20 days prior to the day of departure. If the agreed price of the travel arrangement rises more than 10%, it is the right of the passenger to cancel his booking without any further cost, this must be done within 2 days following the receipt of the notice of the price change. It is the right of the travel organizer to state in the travel programme that is the obligation of the passenger to pay all services, carried out for the passenger abroad, paid directly to the person that has carried out these services as predicted in the programme. In this case the passenger is responsible for reclaiming all his payments made abroad (where such payments took place).
Unless otherwise stated in the travel programme, the price of the travel arrangement includes all costs of transport, accommodation and meals, as well as the travel organization and travel guide. As special services are to be considered costs that are not included into the price of the travel arrangement (single rooms or rooms different to those that are offered in the basic travel arrangements, special meals, additional excursions,…) or the travel arrangement itself lists them as services upon additional payment (visa, airport tax, tourist tax,…). These services are to be paid by the passenger separately. When making a booking, the passenger can express his wishes regarding special services, if they are possible, he will have to provide an additional payment. During the travel the special services have to be paid (in correspondent foreign currency) to the travel guide or to the representative of CMT wherever these services take place. The categorization of accommodation (number of stars) listed in the travel arrangement programmes of CMT are provided by the holiday location or are stated by the national categorisation of every country and are not evaluated by CMT, which is why CMT does not take the responsibility for their regularity, unless it is specially marked, that the categorization was evaluated by CMT. CMT agency has the right to inform the passenger about the name of the accommodation upon arrival to the destination.
For every amendment after the booking has been made (upon filling in the booking form), if such amendment is possible, CMT charges the passenger the amount of 20 EUR unless stated otherwise. The passenger has the right to cancel the booking at the same office/place, where it was made. The cancellation of booking has to be made in writing. Should this occur CMT reserves the right to claim from the passenger the costs that the agency has suffered due to the cancellation of the booking. The amount of costs depends on the date on which the written booking cancellation was received. Unless otherwise stated in the travel arrangements, the following cancellation terms are to be considered as valid:
Return policy for Airport transfer (coaches)
If you should choose to cancel your airport coaches booking it will incur cancellation charges. Our cancellation policy is as follows:
Date Cancellation fee
More than 90 days before the arrival date 30% of total airport coaches cost, less the service charge
60 to 90 days before the arrival date 50% of total airport coaches cost, less the service charge
45 to 60 days before the arrival date 70% of total airport coaches cost, less the service charge
45 days before the arrival date No refund
Coaches are carefully organised according to flight timetables. In case of flight delays or cancellations, we will do our best to accommodate late arrivals, but we cannot guarantee your place, if you are late. Late arrivals will be waited for with due consideration being given to the needs of delayed passengers as well as those already on board, or will be placed on the next coach with available seats.
No-shows will not be refunded.
If you miss your plane due to late arrival or departure of the bus for any reason, you will not be entitled to a refund of any kind. CMT cannot be held responsible for late arrivals due to traffic, accidents or weather conditions. In case of a break-down or accident, CMT will provide another vehicle for the passengers to continue their trip. Under no circumstances will CMT pay for passenger’s expenses of any kind (taxis, hotels…)
In the event of your booking being cancelled by CMT, your money will be refunded (less the service charge), but CMT will accept no responsibility for your alternative transfer arrangements.
Return policy for Accommodation
If you should choose to cancel your accommodation booking, our cancellation policy is as follows:
Date Cancellation fee
More than 90 days before the arrival date 30% of total accommodation cost, less the service charge
60 to 90 days before the arrival date 50% of total accommodation cost, less the service charge
45 to 60 days before the arrival date 70% of total accommodation cost, less the service charge
45 days prior to arrival date No refund
Failure to arrive at the property on the booked date of arrival will be treated as a cancellation on your part, and full payment will be due, in accordance with our cancellation policy.
In the event of your booking being cancelled by CMT, your money will be refunded (less the service charge), but CMT will accept no responsibility for your alternative accommodation arrangements.
Based on the valid legislation, CMT has the right to cancel the travel at the latest 7 (seven) days before the planned date of departure in the case of insufficient bookings made for the realization of the travel. Unless otherwise stated in the programme, the lowest number of passengers, necessary for the realization of the travel, is as follows:
Should it happen that the number of passengers does not reach the minimum passengers needed for the realization of the travel arrangement, the organizer does not take any responsibility for compensation to the passengers, who booked the travel, however every passenger will be reimbursed the full amount of the payment made. CMT travel agency has the right to partially or completely withdraw from the travel agreement, in the event of unexpected circumstances, which CMT could not have anticipated, eliminated or avoided, during the duration of the travel or the execution of the programme. In such an event the circumstances represent a justified cause in which the agency would not have concluded the travel agreement had such circumstances would have existed at the time of its conclusion. CMT has the right to change the date or time of departure due to the change in the date or time of departure of the means of transport booked for the travel or in case of force majeure, as well as has the right to change the route of the travel due to changes of the conditions of travel (new timetable, unstable conditions in the country of travel, natural disaster or another unexpected cause, that are out of CMT control) without any reimbursement for the damage and according to the valid regulation of the passenger traffic. As CMT can not take the responsibility for changes to the programme due to force majeure, which could occur during the execution of the programme, in this case the agency maintains the option of offering passengers its services in an alternative form from that published in the existing conditions. CMT has the right to partially or completely withdraw from the travel agreement during the duration of the travel if the passenger does not follow rules of behaviour, which are valid on the various forms of transport or in certain accommodation and if the passenger behaviour endangers the wellbeing and health of other passengers or prevents the representative of the agency the realization of the travel programme.
Passengers, who book a trip outside their country of residence, must have a valid passport or other suitable document that enables them to enter the foreign country. In the case where certain countries require special documentation (visa) as a condition of entry to the country, the passenger must acquire these documents before the travel or up to the date, stated in the programme. Passengers who are not residents of the EU must acquire all the necessary documents, required by the countries of their destination as well as these they cross (transit) while travelling. Underage (minors) passengers need to acquire all the necessary documentation for border crossings appropriate to underage passengers. Should a passenger not fulfil these obligations or should it occur that due to the passenger’s unregulated documents he is not able to travel or he has due to the same reasons cancel the travel during its duration, CMT follows the terms and conditions stated in Return policy. In case CMT acts as a mediator in the procedure of acquiring a visa for the passenger, the agency cannot guarantee that its mediation will be successful. Mediation in the procedure of acquiring visa is not included in the price of travel and needs to be paid separately. The cost of mediation in the procedure is not returned to the passenger in any event. Should the passenger lose documents during the duration of the trip or should the documents be stolen and are necessary for the continuation of travel or for his return to the home country, the passenger must be responsible for the acquisition of new documents at his own costs. In case the passenger has to interrupt the travel due to loss or theft of documents, he is not entitled to any proportional reimbursement of the paid price of the travel.
The passenger must respect the customs and currency control regulations of the Republic of Croatia, as well as of all countries he is travelling in. Should the passenger disrespect of these regulations and thus be unable to continue the travel, the passenger must entirely bear the consequences and costs, occurred from such a situation.
According to the regulations of the World Health Organization the passenger is required to obtain vaccinations before travelling to certain countries, as well as to acquire adequate documentation confirming the vaccination. Vaccination is obligatory even in cases when such health regulation was accepted after the booking was made. Rejection of vaccination is not an excusable reason for the cancellation of booking, unless there are consequences for the passenger’s health. In such case the passenger has to provide a medical statement. CMT is not responsible for eventual complications or the cancellation of the travel on behalf of the passenger which could occur due to the disregard of the health regulations of the country in which the passenger is travelling.
The transport of luggage is free up to a certain weight limit, determined by the rules of company providing the transportation. When travelling by airplane, the transport of luggage up to a certain weight limit is free (the weight limit is determined by the airline), NOTE every additional kilogram must be paid for by the passenger at the airport in the appropriate currency or as determined by the airline. Children up to 2 years of age do not have the right of free luggage transport. CMT does not take any responsibility for lost or damaged luggage. The passenger needs to report any lost or damaged luggage to the transport provider or to the accommodation, where the passenger is staying. When travelling by airplane, according to the regulations valid for international air passenger traffic, the airline is responsible for luggage. In case of lost luggage, the passenger must complete a PIR form of the airline he was travelling with. Once the passenger has completed a PIR form, one copy should be given to the representative of the airline and a copy retained by the passenger. Upon receiving this form the airline reimburses the passenger in compensation for the lost or damaged luggage, according to the regulations, valid for international air passenger traffic. CMT is not responsible for the theft or damage of the passenger’s luggage or other personal belongings, valuables and documents in the accommodation, where the passenger is staying (hotels, hotel rooms, apartments, etc.).
Should the passenger lose travel documents during the duration of the trip or should the documents be stolen, where these are necessary for the continuation of travel or for the return to his home country, the passenger must acquire new documents at his own costs. When taking care of all the formalities regarding the acquiring of new documents, the passenger can approach the travel guide or to the representative of CMT for advice and help. Should the passenger be unable to continue travelling due to the loss or theft of documents, the passenger is not entitled to the reimbursement of the paid travel costs.
Every passenger – holder of a travel agreement, has the right to make a claim for unsuitable services. According to the regulation of the Consumer Protection Act, the passenger has to inform of all irregularities and deviations from the agreed and paid travel arrangement to the person responsible for the services (whoever carries them out) or the local representative at the travel destination as soon as possible. Should the passenger fail to report problems at the location, after returning home he will not be eligible to hand in a written complaint should any deficiencies be not completely settled. The form for the report of the deficiencies is to be obtained from the representative of the agency at the travel destination. Having informed the local representative the passenger has to hand in a written reclamation within 60 (sixty) days of the conclusion of the travel. In case the passenger misses the legally determined date for the handing in the reclamation, CMT will not consider his complaint. Without written reclamation CMT will not consider claims for the reduction of the price of travel arrangement or any other types of reimbursements and other claims. The organizer will not consider a group complaint, which would be signed by more passengers – holders of the travel agreement, resulting from one reclamation claim. To the written claim for the price reduction, reimbursement or other type of claims the passenger needs to attach adequate confirmation of the hotel manager, transport provider or other authorised person, which will confirm the passenger’s claims, on basis of which the passenger is demanding reimbursement (for example, confirmation of payment). If CMT is found responsible for non-realization of the programme or individual services, the passenger is entitled to the reimbursement to the amount of the real value of the non-realized services or according to applicable regulations of the Consumer Protection Act, except in cases when CMT has the right to cancel the travel arrangement or change of travel programme.
CMT does not accept any responsibility for any information given at the time of booking, that the description of the services in the travel programme does not include.
The price of the travel arrangements, unless alternately stated in the programme, includes basic accident insurance, however this does not include health insurance, which means that passengers are responsible for their own insurance. When travelling abroad it is recommended to obtain health insurance with global coverage.
All payments will be effected in Euro. Prices in other currencies published on CMT’s web sites are only for information (exchange rate by Banka Koper/Intesa Sanpaolo).
Registration and payment of the tourist tax for domestic and foreign guests is mandatory according to the Tourist Tax Act and the Movement and Stay of Foreign Persons Act. The client is obliged to pay the tourist tax together with the accommodation. The daily tourist tax is 1,00 € per person unless stated otherwise.
All the prices of CMT programmes include value added tax. By making a booking every passenger gives CMT his permission to use photographs and videos made during travel (the photographs and videos could include every passenger) for promotional and commercial use. CMT does not take any responsibility for the behaviour of passengers and damage that passengers might cause during travel. In the event of dispute between CMT and a passenger the legal procedure is in the competence of the court in Ljubljana. CMT does not take responsibility for errors in the promotional material (catalogues, leaflets and websites). These general terms and conditions replace all the previously issued general terms and conditions.
CMT has been a market leader for 20 years, boasting music events in Croatia and Slovenia, a travel company and several high profile brands across Europe. Since the late nineties we have built a strong reputation for operating well organised, professional and fun tours for young people.
The success of the agency lies in providing adventure filled travel experiences. With our extensive brand partner network, we take young people to various destinations throughout Europe allowing them active participation in sporting and cultural events. Along the way, we have upgraded our portfolio to offer the best and most popular concert and entertainment events specialising in major Croatian and Slovenian festivals and events.
Our customised performance tours meet the specific needs of each group, offering excellence in performance venues and sightseeing trips with safe comfortable travel. For over 15 years, CMT has led the industry with seamless performance tours.
If you have love and passion for the music this is your chance to have super fun and become the GO-TO person for the best music festivals!
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