Complaints.

Submitting a Complaint

The client has the right to submit a written complaint concerning the service provided, either at the premises of the agency ANIMA NATURA, obrt za turističke usluge, vl. Maja Šupuk (sole-trader tourist agency, owner Maja Šupuk), by post or by electronic mail, within 8 days of the date on which the service was used. ANIMA NATURA, obrt za turističke usluge, vl. Maja Šupuk is obliged to reply to the complaint no later than 15 days from receipt of the complaint. ANIMA NATURA, obrt za turističke usluge, vl. Maja Šupuk is obliged to keep and retain a written record of clients' complaints for at least one year from the date of receipt of the complaint.

The traveller must first complain of irregularities and claims on the spot to the service provider (hotel, apartment and the like, the tour leader, the representative of the travel organiser or the direct provider of the services). In the event that the claim can be resolved on the spot, and the traveller has not complained of the irregularities on the spot, it is deemed that the traveller agrees with that service and has thereby lost the right to lodge subsequent claims requesting a reduction in the price of the service or the payment of damages. ANIMA NATURA, obrt za turističke usluge, vl. Maja Šupuk will not consider claims if the traveller has not enclosed a copy of the written claim lodged on the spot. If there is no improvement even after the complaint, the traveller must request a certificate showing that the service was not provided, or that it was not provided in the manner agreed. The traveller must enclose the certificate with the written claim. The traveller is obliged to lodge the written claim within 8 days after the end of the trip by electronic mail to the e-mail address: animanaturasibenik@gmail.com or to the address: Poljana 1, ŠIBENIK, or in person by coming to the branch office and handing the written claim to an employee of the agency ANIMA NATURA, obrt za turističke usluge, vl. Maja Šupuk. If the traveller lodges the written claim after that deadline, ANIMA NATURA, obrt za turističke usluge, vl. Maja Šupuk is not obliged to take such a claim into consideration. ANIMA NATURA, obrt za turističke usluge, vl. Maja Šupuk is obliged to issue a written decision on the complaint within 14 days of receipt of the complaint, and may extend the deadline for the decision on the complaint by an additional 14 days in order to gather information. While the decision procedure is in progress, and for a total of no more than 14, or 28, days after the complaint is lodged, the traveller irrevocably waives the mediation of any other person, the arbitration of UHPA (Association of Croatian Travel Agencies) or of another institution, as well as the giving of information to the media. Likewise, during this period the traveller waives the right to bring legal action. The maximum amount of compensation under a complaint may reach the amount of the part of the services that is the subject of the claim, and may not include services already used or the entire amount of the travel arrangement. The traveller and ANIMA NATURA, obrt za turističke usluge, vl. Maja Šupuk will endeavour to resolve disputes amicably, and failing that they agree to the jurisdiction of the court in Šibenik. The governing law shall be Croatian law. Under the Act on the Provision of Tourism Services, the traveller may submit a proposal for the resolution of the dispute before a notified body for alternative consumer dispute resolution in accordance with the act governing alternative consumer dispute resolution.