Submission of complaints

SUBMISSION OF COMPLAINTS

The client has the right to submit a written complaint either by post, fax or e-mail within 8 days from the date of use of the service. Backpack Ltd is obliged to respond to the complaint no later than 15 days from receipt of the complaint. Backpack Ltd  is obliged to keep and maintain a written record of the clients’ complaints for at least one year from the date of receipt of the complaint.

Regarding irregularities and complaints the traveler must first complain to the service provider on the spot (hotel, apartment and similar, travel manager, travel organizer representative or the immediate service provider). In the event that a complaint can be resolved on the spot and the traveler has not complained of irregularities on the spot, it is understood that the traveler agrees with the service and they have thereby lost the right to log a complaint later with the request to reduce the cost of the service or pay damages . Backpack will not consider the complaint if the traveler has not provided a copy of the written complaint they have filed on the spot. If there is no improvement after the complaint, the traveler must ask for a confirmation that the service was not provided or not provided in the manner agreed upon in the contract. The confirmation must be enclosed with the written complaint. The traveler has to make a written complaint within 8 days after the end of the trip via e-mail: backpack@backpack.hr or post:  Backpack Ltd tourist agency, Tomaševićeva 5, 10410 Velika Gorica, Croatia. . If a traveler submits a written complaint after that deadline, Backpack is not required to consider such a complaint. Backpack Ltd is obliged to make a written decision about the complaint within 14 days upon receipt of the complaint and may postpone the deadline for the decision about the complaint for an additional 14 days in order to collect information. While the decision process is ongoing, and no later than 14, i.e. 28 days after the complaint has been made, the traveler irrevocably waives the mediation of any other person, arbitration of UHPA or other institutions, as well as providing information to the media. Likewise, during this time the traveler waives their right to sue. The highest compensation amount per complaint can reach the price of the service that was the subject of the complaint, and cannot include the services already used, nor the total amount of the arrangement. In the case of a contract according to the “Action system” the traveler has no right to object to the accommodation. The traveler and Backpack will endeavor to settle disputes by mutual consent, otherwise they agree by contract on the jurisdiction of the court in charge of the area of Velika Gorica. Applicable law will be Croatian law. In accordance with the Act on the provision of tourism services, the traveler may file a proposal for solving a dispute before the competent body for alternative consumer dispute resolution, pursuant to the special act regulating alternative consumer dispute resolution.

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