Notice of how to file a complaint
In accordance with Article 6 of the Law on Providing Services in Tourism and Article 10, 3. Consumer Protection Act, we inform users of services that they can submit written objection to the quality of contracted services:
- by post to the address: Buba-putovanja d.o.o., Glavna ulica 5, 10360 Sesvete
- by e-mail to firstname.lastname@example.org
- to our office at the address (delivery of a written complaint to the employee): Širolina 8, 10000 Zagreb
The receipt of the complaint will be sent to you in writing.
The answer to your complaint will be provided in writing no later than 14 days after the receipt of the complaint, so please provide your response address in your complaint.
The traveler needs to complain about the irregularity first to the service provider (hotel, apartment, etc., to the carrier, to the travel manager, travel agent or to the immediate service provider). If the reclamation can be resolved on the spot, and the Traveler did not immediately complain to the service provider of the irregularity, it implies that the Traveler agrees with the service, thereby losing the right to invest subsequent complaints with a request for a reduction in the price of the service and / or the payment of damages. Buba-putovanja d.o.o. – Royal travel will not consider complaints if the Traveler did not enclose a copy of the written complaint that he filed on the spot. If there is no improvement after the on-the-spot complaint, the Traveler must request confirmation from which it is shown that the service is not provided, or that it was not provided in the manner agreed upon. The traveler must enclose a confirmation with a written complaint.
The traveler should sent a written complaint within 8 days after the end of the trip in the manner indicated above. If the Traveler makes a written complaint after that deadline, Buba-putovanja d.o.o. – Royal travel does not have to take such a complaint into account. Buba-putovanja d.o.o. – Royal travel is obliged to make a written decision on the complaint within 14 days after the receipt of the complaint, and it may postpone the deadline for the decision on the complaint for an additional 14 days due to the collection of information. While the resolution process lasts, a maximum of 14 or 28 days after the receiving of the complaint, the Traveler irrevocably renounces the mediation of any other person, arbitration of the UHPA or other institution, as well as giving information to the media. At this time the traveler also gives up the right to a lawsuit. The maximum amount of compensation per complaint can reach the amount of the advertised part of the service, and can not include the services already used or the total amount of the arrangement.