Avangardni Servis d.o.o. – Travel Agency
Dolska 4, 20000 Dubrovnik, Croatia
OIB (Personal Identification Number): 25030544593
MBS (Company Registration Number): 090024517
Registered with: Court Register of the Commercial Court in Dubrovnik
E-mail: hello@avantgardeservice.com
Telephone: +385 99 203 46 51
Website: www.avantgardeservice.com
Last updated: October 2026
1. General Provisions
These General Terms and Conditions govern the contractual relationship between Avangardni Servis d.o.o., trading as Avantgarde Service (hereinafter: “Avangardni Servis” or “Avantgarde Service”), and any natural or legal person contracting a travel or other related service with Avangardni Servis (hereinafter: the “Client”).
Avangardni Servis operates as a travel agency, tour operator and destination management company (DMC), organising and providing travel services including tailor-made travel, package travel, accommodation, transfers and transportation, excursions, private tours, cruising and charter services, activities, tourist guiding and other travel-related services.
Depending on the specific service contracted, Avangardni Servis acts as a package travel organiser, provider of an individual travel service and/or intermediary in the booking of travel services provided by third parties. The capacity in which Avangardni Servis acts in a particular transaction shall be determined by the offer, programme, booking confirmation and/or contract.
These General Terms and Conditions form an integral part of the offer, contract, booking confirmation, travel programme or other contractual documentation issued to the Client.
Where an individual offer, programme or contract contains specific terms that differ from these General Terms and Conditions, such specific terms shall prevail, except where this would exclude or restrict rights of the traveller which, under applicable law, cannot be contractually excluded or restricted.
2. B2C and B2B Business Relationships
A B2C Client is a natural person, traveller or consumer who contracts a service outside their trade, business, craft or professional activity.
A B2B Client is a travel agency, tour operator, DMC, company, organisation or other legal or natural person contracting a service within the scope of their business or professional activity.
Where Avangardni Servis acts as the organiser of a package for a traveller to whom the provisions governing package travel apply, the relevant provisions of the Croatian Act on the Provision of Tourism Services and other mandatory legislation shall apply.
B2B relationships shall be governed by individually agreed commercial terms, the offer, contract and these General Terms and Conditions. Provisions which, by law, apply exclusively to consumers or particular categories of travellers shall not apply to a B2B Client unless otherwise provided by law.
In particular, the statutory package travel regime shall not apply in cases excluded from its scope by the Croatian Act on the Provision of Tourism Services, including packages purchased on the basis of a general agreement for the arrangement of business travel between professional parties.
3. Offers and Conclusion of Contracts
Avantgarde Service does not operate an online shop. Travel services cannot be booked or paid for directly through the website www.avantgardeservice.com.
Programmes, itineraries, prices and other services published on the website constitute offers or presentations of services and travel arrangements organised or capable of being organised by Avangardni Servis, but do not in themselves constitute a confirmed booking.
The Client submits an enquiry to Avangardni Servis, following which an individual offer, programme or itinerary is prepared, depending on the requested service.
A contract shall be deemed concluded when the Client accepts the offer in the manner specified therein and makes the required payment, or when the contracting parties otherwise unequivocally confirm the conclusion of the contract.
In the case of a package, the traveller shall, prior to conclusion of the contract, be provided with the pre-contractual information required by law and, where applicable, the appropriate standard information form.
4. Prices and Services Included
The price and content of each service or programme are specified in the relevant offer, programme or contractual documentation.
Unless otherwise stated, the price includes only those services expressly listed as included.
Additional services, personal expenses, gratuities, insurance, fees or other costs not expressly stated as included shall not be considered part of the agreed price.
For package travel, the total price, taxes and any additional charges, fees and costs shall be stated in accordance with applicable legislation.
Where a package travel contract provides for the possibility of a price change after conclusion of the contract, such change may be made only under the conditions and within the time limits permitted by applicable legislation.
5. Booking and Payment Terms
Unless otherwise specified in an individual offer or contract, a payment of 20% of the total price of the contracted programme or service is required to confirm the booking.
The booking is not finally confirmed until Avangardni Servis has received the agreed deposit or confirmation of successful payment. Until the booking is confirmed, the availability and prices of individual services may change.
The remaining 80% of the total price is due no later than 60 days before the start of the trip, unless otherwise specified in the individual offer or contract.
For bookings made less than 60 days before the start of the trip, payment of the full amount may be required upon confirmation of the booking.
If the Client fails to make payment within the agreed period, Avangardni Servis may, subject to applicable legislation, cancel the booking or terminate the contract.
The deposit paid shall be credited towards the total price. In the event of cancellation by the Client, the conditions set out in Article 8 of these General Terms and Conditions shall apply, subject to all rights granted to the traveller under mandatory legislation.
6. Payment Methods
Payment can be made:
by bank transfer;
by credit or debit card via an individual payment link – Monri Pay-by-Link.
Card payments are not available directly through the Avantgarde Service website.
Following acceptance of an offer, the Client may be provided with an individual payment link through which payment is made within the secure payment environment of the payment service provider Monri Payments d.o.o.
Accepted credit and debit cards are:
Mastercard, Maestro, Visa, Visa Electron, V PAY, Visa Premium, Diners Club, JCB, Discover and American Express.
Credit Card Payment Security
The webshop uses the 3D Secure security protocol, which provides additional authentication of the cardholder when making online card payments, thereby ensuring a higher level of protection and transaction security through the cardholder’s bank.
Avangardni Servis does not collect or store the full credit or debit card number, CVV/CVC security code or other card authentication data.
Further information concerning the processing of personal and transaction data is available in the Privacy Policy, Personal Data Collection and Protection.
7. Payment Currency
Prices are generally stated and invoices issued in euros (EUR).
Where payment in US dollars (USD) has been specifically agreed with the Client, the amount and applicable method of currency conversion shall be specified in the offer or payment documentation.
In the case of card payments, currency conversion may be performed by the card-issuing bank, card scheme or another participant in the payment process in accordance with their own rules and exchange rates. Avangardni Servis has no control over their exchange rates or any fees they may charge.
8. Cancellation by the Client
The Client may cancel a booking or terminate the contract before the start of the trip.
Cancellation must be submitted to Avangardni Servis in writing. The date on which the written cancellation is received shall be the date used to calculate the applicable cancellation fee.
Unless otherwise specified in an individual offer, contract or in the terms of a particular service provider communicated to the Client in advance, the following standard cancellation fees shall apply:
60 or more days before the start of the trip – 20% of the total price;
59 to 15 days before the start of the trip – 50% of the total price;
14 days or less before the start of the trip – 100% of the total price.
Where an individual service, accommodation provider, charter, vessel, ticket, activity or other service provider applies specific cancellation terms, these shall be communicated to the Client before conclusion of the contract and shall apply to the relevant service.
In the case of package travel, the traveller may request justification of the amount of the termination fee.
Right of Withdrawal for Contracts Concluded Outside Business Premises
Where a package travel contract has been concluded outside business premises within the meaning of applicable legislation, the traveller has the right to withdraw from the contract within 14 days of its conclusion without giving any reason, in accordance with the Croatian Act on the Provision of Tourism Services.
This right does not constitute a general right to cancel all bookings free of charge within 14 days, but applies exclusively where the statutory requirements for a package travel contract concluded outside business premises are met.
Statutory Rights of Travellers
The cancellation fees stated above shall not apply in cases where, under mandatory provisions of the Croatian Act on the Provision of Tourism Services, the traveller is entitled to terminate the contract without payment of a termination fee, subject to the conditions prescribed by that Act.
9. Changes Before the Start of the Trip
Avangardni Servis may make insignificant changes to the contracted services before the start of the trip where such changes are permitted by the contract and applicable law. The Client shall be informed of such changes in a clear and comprehensible manner.
In the case of package travel, where it becomes necessary before the start of the trip to significantly alter any of the main characteristics of the contracted services, where a specifically agreed requirement of the traveller cannot be fulfilled, or where other circumstances arise in which the law grants the traveller a right to choose, the traveller shall be given a reasonable period within which to accept the proposed change or terminate the contract without payment of a termination fee.
Where an individual contracted service cannot be provided as originally agreed, Avangardni Servis may, where possible and in accordance with applicable legislation, offer an appropriate alternative service.
10. Cancellation by Avangardni Servis
Avangardni Servis may cancel a booking or terminate the contract where contractual or legally permitted grounds for doing so exist.
Where Avangardni Servis acts as the organiser of a package, it may terminate the contract before the start of the package in the cases and under the conditions permitted by the Croatian Act on the Provision of Tourism Services.
If Avangardni Servis is prevented from performing the package due to unavoidable and extraordinary circumstances, the traveller shall be notified of the termination without undue delay before the start of the trip.
Where the traveller is legally entitled to a refund of all payments made, the refund shall be made without undue delay and no later than within the period prescribed by law.
11. Refunds
Where the Client is entitled to a refund under the contract, these General Terms and Conditions or applicable legislation, Avangardni Servis shall make the refund without undue delay.
In the case of termination of a package travel contract in circumstances for which the law prescribes a refund period, the refund shall be made no later than 14 days after termination of the contract, subject to any termination fee permitted by law.
Where, following the handling of a complaint, it is established that the Client is entitled to a full or partial refund due to a service not being provided or being improperly provided, the appropriate refund shall be made without undue delay once the amount to be refunded has been determined.
Refunds shall generally be made using the same payment method as the original payment.
For card payments, the refund shall be made to the card used for the original payment, through the payment system and in accordance with the rules applicable to the relevant card transaction.
The time required for an approved card refund to appear in the Client's account may depend on the card-issuing bank and card scheme and is not under the direct control of Avangardni Servis.
12. Performance of Package Travel and Organiser's Liability
Where Avangardni Servis acts as the organiser of a package, it is responsible for the proper performance of all travel services included in the contract, irrespective of whether those services are performed directly by Avangardni Servis or by other service providers.
The traveller shall inform Avangardni Servis without undue delay of any lack of conformity identified during performance of the package so that it may be remedied.
Where an individual service is not performed in accordance with the contract, Avangardni Servis shall remedy the lack of conformity unless this is impossible or would entail disproportionate costs, taking into account the extent of the lack of conformity and the value of the travel service affected.
Where a significant proportion of the contracted services cannot be provided as agreed, Avangardni Servis shall, where required by law, offer suitable alternative arrangements at no additional cost to the traveller.
The traveller's rights to a price reduction, compensation for damages, termination of the contract, repatriation or other statutory rights shall apply in accordance with applicable legislation.
Nothing in these General Terms and Conditions shall exclude or limit the liability of Avangardni Servis where such exclusion or limitation is not permitted under mandatory legislation.
13. Unavoidable and Extraordinary Circumstances
Unavoidable and extraordinary circumstances are circumstances beyond the control of the party invoking them, the consequences of which could not have been avoided even if all reasonable measures had been taken.
Depending on the circumstances of the individual case, such circumstances may include war, serious security problems, terrorism, significant risks to human health, natural disasters, extreme weather conditions, closure of transport infrastructure or other events objectively affecting the performance of the contracted services.
The rights and obligations of the contracting parties in such circumstances shall be determined in accordance with applicable legislation and the circumstances of the individual case.
14. Transportation, Cruising and Itinerary Changes
Travel times and the duration of transfers, cruising and individual activities may be subject to change due to traffic, weather and maritime conditions, safety considerations, decisions of competent authorities, carriers, vessel captains or other operational circumstances.
For cruising programmes, the captain of the vessel has the right, where necessary for the safety of passengers, crew or vessel, to change the route, sailing schedule, port of call or another operational element of the voyage.
Such changes shall not affect the traveller's statutory rights where they constitute a lack of conformity or a significant alteration of the contracted package.
15. Travel Documents, Visas, Health and Border Requirements
The Client is responsible for obtaining and holding in due time a valid passport, identity card, visa, permit, vaccination certificate or other documentation required for travel, unless otherwise agreed or where applicable law imposes a specific information obligation on Avangardni Servis.
In the case of package travel, Avangardni Servis shall, prior to conclusion of the contract, provide the traveller with the general information concerning passport, visa and health formalities for the destination as required by law.
The traveller shall be responsible for the consequences of being unable to commence or continue the trip due to invalid, incomplete or missing documentation for which the traveller is responsible.
16. Special Requests and Traveller Requirements
When contracting a service, the Client shall inform Avangardni Servis of any special requirements relevant to the proper organisation of the trip.
These may include reduced mobility, special dietary requirements, allergies, health-related circumstances or other needs that may affect the selection and performance of services.
Avangardni Servis shall endeavour to accommodate special requests, but a request shall be considered contractually agreed only if expressly accepted by Avangardni Servis.
17. Travel Insurance
Avangardni Servis recommends that all travellers obtain appropriate travel insurance.
Where Avangardni Servis acts as the organiser of a package, it shall offer the traveller the possibility of taking out the insurance policies prescribed by the Croatian Act on the Provision of Tourism Services and shall make information regarding the coverage of such insurance and the applicable general insurance terms available to the traveller, in accordance with applicable legislation.
Such insurance may include accident and travel illness insurance, baggage loss or damage insurance, trip cancellation insurance, health insurance during travel and stays abroad, and insurance covering assistance and return to the place of departure in the event of accident or illness.
The traveller independently decides whether to take out the insurance offered, unless particular insurance coverage is mandatory under the specific conditions of the relevant programme or applicable legislation.
18. Insolvency Protection and Liability Insurance
Where Avangardni Servis acts as the organiser of a package, it shall maintain the insolvency protection and organiser's liability insurance required by law.
Details of the applicable insolvency protection, insurer or bank, policy or bank guarantee number, and the information required for the traveller to exercise rights directly under such protection shall be provided in the package travel contract or confirmation thereof in accordance with applicable legislation.
Details of liability insurance shall likewise be provided to the traveller in the contractual documentation where required by law.
19. Client Responsibility and Conduct
The Client is responsible for their own conduct and, where contracting services on behalf of other persons, shall ensure that those persons are informed of the relevant travel conditions.
The Client and accompanying travellers shall behave in a manner that does not endanger the safety, rights or property of other travellers, employees, service providers or third parties.
The Client shall be liable, in accordance with applicable legislation, for any damage intentionally or culpably caused to Avangardni Servis, a service provider or a third party.
20. Unused Services and Changes Requested by the Client
Where, after the start of the trip, the Client voluntarily chooses not to use an individual contracted service that has been properly provided and made available, the Client shall not automatically be entitled to a refund of its value.
Where the Client requests a change to the date, route, accommodation, transportation, activity or another element of an already confirmed booking, Avangardni Servis shall endeavour to accommodate the requested change where possible.
Any additional costs resulting from a change requested by the Client shall be borne by the Client, provided that the Client has been informed of such costs in advance.
This provision shall not affect the traveller's rights arising from a lack of conformity of the contracted service or any other rights guaranteed by law.
21. Bookings for Multiple Travellers
A person making a booking on behalf of multiple travellers confirms that they are authorised to provide the information required for the booking and to communicate with Avangardni Servis in connection with the contracted services.
A change or cancellation by one traveller may affect the total price of the booking, for example due to a change in the number of persons sharing a room, vehicle, vessel or another jointly contracted service.
Any resulting change in price shall be communicated to the Client before the change is confirmed.
22. B2B – Travel Agencies, Tour Operators and Business Partners
Where the Client acts as a travel agency, tour operator, DMC or other business partner, an individual offer, booking confirmation or separate agreement may provide for net rates, commissions, specific payment deadlines, cancellation terms and other commercial conditions.
Such specifically agreed B2B terms shall prevail over the corresponding commercial provisions of these General Terms and Conditions.
The B2B partner is responsible for the accuracy of the information provided to Avangardni Servis and for communicating relevant information to its clients or travellers in a timely manner.
The rights and obligations of Avangardni Servis, the B2B partner and the end traveller depend on the capacity in which each party acts in the particular transaction and on the applicable legislation.
Specific rights and obligations, white-label arrangements, confidentiality, commissions, liability, payment terms or other matters relating to the business relationship may additionally be regulated by a separate B2B agreement.
23. Complaints and Written Complaints
The Client has the right to submit a written complaint concerning a service provided.
A written complaint may be submitted:
by e-mail: hello@avantgardeservice.com
by post or in person:
Avangardni Servis d.o.o.
Dolska 4
20000 Dubrovnik
Croatia
Avangardni Servis shall acknowledge receipt of the complaint in writing and without delay.
Avangardni Servis shall respond to a written complaint in writing no later than 15 days from the date of receipt, clearly stating whether the complaint is accepted as justified.
Records of written complaints shall be maintained and retained for at least one year from the date of receipt.
The Client is advised to include the booking number, a description of the issue, the date and place where the issue occurred and, where applicable, documentation or other information necessary for the effective handling of the complaint.
Where a lack of conformity occurs during the performance of a package, the traveller should inform Avangardni Servis without undue delay so that the issue can be remedied during the trip itself.
Where a complaint is found to be justified, Avangardni Servis shall, depending on the circumstances and the Client's rights under the contract and applicable law, take appropriate measures, which may include rectification of the service, an appropriate price reduction, a partial or full refund and/or other appropriate compensation.
24. Alternative Dispute Resolution
Avangardni Servis and the Client shall endeavour to resolve any disputes amicably in the first instance.
Where the statutory requirements are met, a consumer may initiate proceedings before a competent alternative consumer dispute resolution body in accordance with the applicable legislation of the Republic of Croatia.
This possibility does not affect the consumer's right to seek protection of their rights before a competent court.
25. Personal Data Protection
Avangardni Servis processes personal data in accordance with the General Data Protection Regulation (GDPR), applicable Croatian legislation and the Privacy Policy, Personal Data Collection and Protection, available at www.avantgardeservice.com.
Personal data is collected and processed only to the extent necessary to handle enquiries, prepare offers, conclude and perform contracts, process payments, comply with legal obligations and for other lawful purposes described in the Privacy Policy.
26. Use of the Website
The content of www.avantgardeservice.com is intended to provide information about Avangardni Servis, destinations, programmes and services.
Published itineraries, photographs, descriptions, prices and other content do not constitute a confirmed booking or contract until Avangardni Servis and the Client have agreed upon the specific service.
Website content, including text, photographs, graphic elements and other copyrighted material, may not be reproduced, published or used for commercial purposes without authorisation.
27. Governing Law and Jurisdiction
These General Terms and Conditions and the contractual relationship with Avangardni Servis shall be governed by the laws of the Republic of Croatia.
The contracting parties shall endeavour to resolve any disputes amicably in the first instance.
Where an amicable resolution cannot be reached, jurisdiction shall be determined in accordance with the applicable laws of the Republic of Croatia, subject to mandatory consumer protection and jurisdiction rules applicable to consumers.
Nothing in this provision shall restrict any rights granted to consumers under mandatory legislation.
28. Supervisory Authority
Supervision of the provision of tourism services is carried out by the competent authority of the Republic of Croatia:
State Inspectorate of the Republic of Croatia – Tourism Inspection
Šubićeva 29
10000 Zagreb
Croatia
29. Travel Agency Manager
The designated Travel Agency Manager (Voditelj poslova) of Avangardni Servis d.o.o. is:
Lejla Melkić
E-mail: hello@avantgardeservice.com
Telephone: +385 99 203 46 51
Contact hours:
Monday – Friday, 09:00 – 16:00
30. Final Provisions
These General Terms and Conditions shall apply from the date of their publication.
Avangardni Servis may amend these General Terms and Conditions in order to comply with changes in legislation, business processes, payment methods or the services it provides.
Each booking shall be governed by the version of the General Terms and Conditions made available or provided to the Client at the time the contract was concluded, unless an amendment is required due to the application of mandatory legislation or otherwise agreed by the contracting parties.
If any provision of these General Terms and Conditions is found to be null and void, invalid or unenforceable, this shall not affect the validity of the remaining provisions.
Any matters not regulated by these General Terms and Conditions shall be governed by the relevant provisions of the Croatian Act on the Provision of Tourism Services, Croatian Consumer Protection Act, Croatian Civil Obligations Act, and other applicable legislation of the Republic of Croatia.
AVANGARDNI SERVIS d.o.o. – Travel Agency
Dolska 4, 20000 Dubrovnik, Croatia
OIB: 25030544593
MBS: 090024517
Court Register of the Commercial Court in Dubrovnik
E-mail: hello@avantgardeservice.com
Telephone: +385 99 203 46 51
www.avantgardeservice.com
