General Conditions
SAT Airline and Travel Services d.o.o.
(SAT Travel)
Europe - The Caribbean - The Americas - Middle East and Africa - Asia-Pacific - Cruises - Language Schools
Dear Global Customers.
Welcome to SAT Airline and Travel Services d.o.o. (SAT Travel), an Online Travel Agency (OTA) offering excellent, reliable products within the global airline and travel industry.
Although we provide services online, please do not hesitate to contact us via email, Microsoft Teams, or WhatsApp from anywhere in the world.
We have developed this digital content to provide you with detailed information regarding the General Terms and Conditions applicable to our travel services. In most cases, we offer travel products from global strategic partners with whom we enjoy working and whom we can confidently recommend. In these instances, the specific General Terms and Conditions of those providers—such as airlines, cruise lines, tour operators, rail services, and hotels—apply.
If you have any questions about the information provided on the following pages, or if you require further details, please do not hesitate to contact us. While we are an online travel agency, we take pride in offering a “Warm Human Touch.”
Best regards,
Your Global SAT Travel Team
Trips Organized by
Other Tour Operators
For all travel arrangements where SAT Travel acts as an intermediary rather than the primary tour operator, the General Terms and Conditions of the responsible organizer shall apply. SAT Travel assumes no liability for the execution of travel arrangements provided by other organizers. By entering into the contract, the Traveler accepts the itinerary and the travel conditions in their entirety.
Subject Matter of Each Contract
This document governs the mutual relationship between the travel organizer—the online travel agency SAT Airline and Travel Services d.o.o. (hereinafter “SAT Travel”)—and the Traveler (including cases where the contract is concluded on behalf of a third party). This contract sets out the general terms and conditions and guidelines for travel arrangements, including the travel itinerary, which contains all necessary and detailed information. The contract becomes binding upon signature by a representative of the agency (a SAT Travel team member or any other person authorized to sell SAT Travel arrangements) and the Traveler, and upon payment of the full price of the travel arrangement—or a partial payment, provided that payment of the remaining balance by the agreed date is unequivocally guaranteed by the Traveler. If the Traveler cannot sign the contract in person, the contract becomes legally effective only when SAT Travel receives the full agreed cost of the trip (or, if specifically agreed, a partial payment) and the agreed documentation unequivocally guaranteeing payment of the remaining balance by the agreed date. The Traveler may book a trip via SAT’s online booking services, through SAT-authorized travel agencies worldwide, or by telephone, the internet, and other online communication channels. Upon entering into the contract, the Traveler is required to provide personal data and submit all documentation necessary for organizing the trip. The Traveler guarantees that the data provided to SAT is valid and necessary for the smooth execution of the trip and accepts all legal obligations arising from this contract and applicable regulations.
Reservations - Payments
To confirm a booking, the Traveler pays 30% of the trip price upon registration, unless the program specifies otherwise. The remaining balance must be paid no later than 30 days before the start of the trip. For bookings and confirmations made within 15 days of the departure date, the Traveler must pay the full cost of the trip.
Costs
Trip prices are advertised in online brochures and are valid from the date the program is published. Prices do not include any money transfer fees associated with payments for travel arrangements; the traveler will be informed of any such additional charges by members of our team. The amount will depend on the traveler’s chosen payment method and the region from which the payment is made. Prices are subject to change without prior notice, depending on the specific travel service providers working with SAT. For services paid for at the destination, the traveler must address any disputes directly to the service provider. SAT may request an increase in the agreed price up to 21 days before the start of the trip if, after the contract is finalized, there are changes in exchange rates or increases in transportation costs. This includes fuel costs or fee increases for specific services (such as airports, ports, and similar facilities) that affect trip prices and could not have been foreseen. In such cases, the price of the arrangement will be increased in proportion to the rise in costs of the underlying components used to calculate the original price. The traveler is required to accept price increases of up to 10%. If the price increase exceeds 10%, the traveler has the right to cancel the agreement but must notify SAT within two (2) business days of receiving the notification. If the agreement is cancelled, the traveler is not entitled to compensation. If the traveler does not submit a cancellation to SAT via email at info@sattravel.net within the specified timeframe, they will be deemed to have accepted the price change.
Categorization and
Description of Services
Hotels, meals, and transfers included in the travel services offered in SAT programs are described based on the standard categorizations applicable in each country at the time the program was designed. (Categorization varies from country to country.)
Travel Documents
All travelers must possess valid travel documents. As we provide online travel services, we strongly recommend that each traveler contact the embassy or consulate of the destination country (or countries) located in their city or country of residence. This is the best and safest way to obtain detailed information regarding the legal documents required to visit a destination (visas, vaccinations, etc.). Requirements vary by destination and depend on the traveler’s nationality or even their country of birth. SAT is not responsible for any valid travel documents that travelers fail to secure or obtain in a timely manner on their own. Before paying for travel arrangements, the traveler must personally inquire about the destination country and the necessary entry requirements, taking into account differing regulations applicable to citizens of specific countries. SAT disclaims all liability for damages resulting from a failure to comply with the regulations of specific countries or from the possession of invalid travel documents. In accordance with the law, the SAT Service Team is required to offer the traveler travel insurance services, including: voluntary medical insurance for the duration of the stay abroad, accident insurance, luggage insurance, and trip cancellation/interruption insurance. By signing the contract, the traveler confirms that insurance services have been offered to them. Should the traveler wish to purchase such insurance, they may do so directly through any insurance provider or through SAT, with SAT acting solely as an intermediary.
Trip Completion Insurance
If, during trip registration, the Traveler anticipates that the trip might need to be terminated due to specific circumstances, we recommend purchasing a trip termination insurance policy. Trip termination insurance cannot be purchased retroactively; it must be obtained solely during the trip registration process. Trip termination insurance applies only in the following situations, subject to mandatory written confirmation: military service, illness, or death. By purchasing a trip termination insurance policy, the Traveler assigns all related claims to the insurance company providing the policy; SAT is obligated to provide the Travelers with all necessary documentation regarding the trip arrangements to facilitate the processing of these claims with the insurance company.
End of the Trip
On Behalf of the Traveler
If the Traveler cancels a paid travel arrangement, SAT retains the following amounts from the total cost of the travel arrangement, unless the program indicates otherwise:
European Trips and Vacations:
Up to 30 days before departure: 10%
Between 29 and 22 days before departure: 30%
Between 21 and 15 days before departure: 40%
Between 14 and 8 days before departure: 80%
Between 7 and 0 days before departure: 100%
Based on the trip price.
Exotic trips, language courses abroad:
Up to 30 days before departure: 25%
Between 29 and 15 days before departure: 30%
Between 14 and 0 days before departure: 100%
Based on the trip price.
Cruises:
Up to 46 days before departure: 10%
Between 45 and 31 days before departure: 25%
Between 30 and 16 days before departure: 50%
Between 15 and 8 days before departure: 80%
Between 7 and 0 days before departure: 100%
Based on the trip price.
Program Changes by
SAT Travel
If SAT significantly changes the program, accommodation, or costs prior to the start of the trip, it is required to immediately inform the Traveler in writing. The Traveler may accept or reject the modified itinerary within two business days of receiving the notification from SAT. In the event of a rejection of or failure to respond to the offer, SAT is required to refund the expenses paid by the Traveler within 7 business days. In the event of acceptance, the substitute travel arrangement offered by SAT shall be considered a new travel contract, under which the Traveler waives all rights and claims against SAT arising from the initial contract on any legal grounds. If SAT fails to provide the majority of the contracted services, or if SAT determines that it cannot ensure the provision of the majority of the contracted services after the trip has commenced, SAT may make changes to the itinerary to allow the trip to continue and, if necessary, compensate the Traveler for the price difference between the contracted services and those actually provided. With the Traveler’s written consent, SAT may substitute the unperformed portion of the services with another service; in such a case, the Traveler waives the right to make claims against SAT regarding the mutually modified portion of the contracted travel. If SAT is unable to modify the travel itinerary appropriately, or if the Traveler does not accept the changes for valid reasons, SAT shall arrange for the Traveler’s return to the point of departure or another location at SAT’s expense—subject to the Traveler’s agreement—and shall compensate the Traveler for any damages incurred in doing so. Compensation for damages shall be calculated based on the cost of the unused portion of the contracted itinerary, as determined by the Traveler’s claim. SAT shall resolve the claim in accordance with the procedures set forth in Section 10 of this contract. The maximum compensation amount shall not exceed the cost of the contracted trip. SAT is authorized to terminate the contract, in whole or in part, via a unilateral declaration without obligation to compensate the Traveler for damages, in the event of external, common, and unforeseeable circumstances that could not have been avoided or eliminated—circumstances which, had they existed at the time the travel organization contract was concluded, would have constituted valid grounds for SAT not to enter into said contract. In such a situation, the Traveler is entitled to a full refund of the amount paid. SAT reserves the right to cancel trips no later than 5 days prior to the start date if the trip is cancelled by the tour operator for whom SAT acted as an intermediary, if the minimum number of travelers required for a specific itinerary has not been met, or for any other valid reason. SAT reserves the right to alter travel dates or times due to flight schedule changes or unforeseeable circumstances, as well as the right to modify the itinerary—subject to conditions regarding flight schedules, security situations in a specific country, natural disasters, or other situations beyond SAT’s control—without liability for damages and in accordance with applicable national and international regulations. SAT is not liable for changes resulting from unforeseeable circumstances or force majeure during the trip; in such cases, services may be adjusted to suit the prevailing situation. SAT accepts no liability for printing errors in brochures, catalogs, or online flyers, nor for data entry errors made by operators or on SAT websites.
Complaint Resolution
The Traveler has the right to file a claim regarding a failure to provide the agreed-upon service. The Traveler is required to submit a written complaint online to SAT via the email address crm@sattravel.net within eight (8) days of the trip’s conclusion. Complaints submitted after this 8-day period will not be considered. We wish to emphasize that it is in the Traveler’s best interest to act in good faith to resolve the complaint during the trip, to submit a written complaint to the on-site service provider (e.g., reception, transport operator, caterer, or destination travel agency), and to obtain written confirmation from the service provider acknowledging receipt of the complaint. Each Traveler must submit a complaint individually; SAT will not consider group complaints. SAT is required to issue a written response to the online complaint within 15 days of its receipt, using the same method by which the complaint was received (email). SAT will only address complaints where the Traveler provides evidence that a complaint was lodged with the on-site service provider and that the issue could not be resolved at the time. If the program or a portion of the service was not fulfilled due to SAT’s fault, the Traveler is entitled to compensation equivalent to the actual value of the unused service; this does not include services already utilized or the total cost of the travel package. In the case of a “last-minute” booking, the Traveler accepts all inherent risks. Such last-minute trips involve unpredictable conditions beyond SAT’s control. The Traveler has chosen this type of travel arrangement—often at a special price—and SAT therefore disclaims all liability for claims arising from this arrangement. In the event of disputes regarding online sales and service contracts, a consumer may file a complaint or submit the dispute via the interactive platform established for online dispute resolution, accessible at: http://ec.europa.eu/consumers/odr/. Until SAT issues a decision, the Traveler agrees to refrain from involving any other party or judicial body, or providing information to the media. Please maintain contact with SAT via the Customer Relations Department at the following email address: crm@sattravel.net.
Health Regulations
The Traveler is required to notify SAT of all matters regarding their health, habits, etc., that could affect the course of the trip—such as the need for a specific diet due to health or other reasons, chronic illnesses, allergies, etc. Certain programs entail special travel requirements, including the procurement of relevant documentation. The Traveler is required to obtain mandatory vaccinations and to carry proof of vaccination. We recommend purchasing an international medical insurance policy.
Luggage
Baggage transport up to a certain weight is free of charge. For air travel, the traveler must pay for excess baggage in accordance with applicable regulations and the carrier’s rates. SAT is not liable for the loss of or damage to baggage. Claims regarding lost baggage should be directed to the transport provider or the hotel. In the case of air travel, the airline bears sole responsibility for baggage, in accordance with applicable air transport regulations. We recommend purchasing baggage insurance.
Payment Disability Insurance or
Bankruptcy of the Travel Organizer
In accordance with the Law on the Provision of Tourism Services, SAT shall inform the Traveler—at the time of contracting for SAT’s own travel programs—regarding liability insurance covering damages caused to a passenger due to a failure to fulfill obligations, or the inconsistent fulfillment thereof, in connection with the tourism program; this information is provided upon the signing of the Travel Contract. The Traveler confirms having been informed of said insurance. An exception regarding the disclosure of personal data to third parties applies for the purpose of purchasing a travel insurance policy; for instance, if the Traveler takes out an insurance policy, their data will be forwarded to an insurance provider.
Information
The notification received by the Traveler at the place of registration does not bind the organizer to any greater extent than the notifications and information set out in the program.
Final Provisions
These travel terms and guidelines supersede all previous travel terms and guidelines. These general terms and travel guidelines form an integral part of the contract concluded between the Traveler and SAT—or the authorized travel agency where the Traveler registered for a trip organized by SAT. The parties agree that any disputes arising shall be resolved by mutual agreement. In the event of litigation, the competent court shall be the Court in Zagreb, and Croatian law shall apply.
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See you soon!
The SAT Travel Global Team