The Sustainability Policy of Toptours DMC Croatia

Sustainability Commitment – Mission statement

At Toptours DMC Croatia, we are committed to promoting sustainable tourism practices. We strive to minimize our environmental impact by reducing waste, conserving natural resources, and supporting local conservation efforts. We also prioritize working with responsible partners who share our commitment to sustainability and respect for local culture. Our goal is to provide unforgettable travel experiences while preserving the beauty and integrity of Croatia’s natural and cultural heritage for future generations.

Monitoring and Reporting

We will utilize the Travelife platform to monitor and evaluate our sustainability progress. Our commitment includes communicating our sustainability performance through the Travelife report every two years.

Continuous Improvement

Toptours DMC commits to continuous improvement of sustainability practices. Our dedicated personnel and resources are focused on achieving sustainability goals, with ongoing monitoring and evaluation of our sustainability policy.

Legal Compliance and Ethical Standards

We adhere to all local, regional, national, and international regulations related to human resources, human rights, environmental management, and wildlife. Our Code of Ethics reflects a zero-tolerance policy for corruption, bribery, forced labor, and discrimination.

Internal Management: Social Policy & Human Rights

Employees

We support career-related and job-related professional development, ensuring fair and equal pay regardless of gender/sex, race, national origin, marital status, age, or religion. Toptours DMC fosters a safe, healthy, and inclusive workplace with a zero-tolerance policy for acts against human rights.

Internal Management: Environment

Environmental Management of Office Operations

Toptours DMC is committed to managing our environmental impact by continuously seeking opportunities for improvement, practicing a waste hierarchical approach, and minimizing pollution.

Conservation Policy

To promote energy efficiency and sustainability within our workplace, we have implemented the following guidelines:

1. Air Conditioning: Our airconditioning units must be turned off immediately after working hours to reduce energy consumption and environmental impact.
2. Electronic Devices: All electronic devices, including chargers, computers, and monitors, are to be powered down at the end of each workday. This measure ensures we are minimizing unnecessary energy usage.
3. Employee Awareness: Employees have been informed of these procedures and are expected to adhere to them as part of our broader commitment to energy conservation and operational efficiency.

Energy Efficiency Policy for Purchasing

Our organization is committed to enhancing energy efficiency in all procurement activities. Additionally, we prioritize energy-saving practices with existing equipment.

Water Conservation Policy

At Toptours DMC we are committed to reducing water consumption as part of our broader sustainability efforts. We strive to set an example for responsible resource use, emphasizing efficient water management practices throughout our operations.

Waste Disposal and Recycling Policy

Our company is dedicated to responsible waste management in compliance with local government regulations. We follow the official waste disposal guidelines established by the City of Zagreb, using designated bags for different waste types: blue “ZG Vrećice” bags for general waste, brown bags for biodegradable waste, and yellow bags for plastic waste.

To promote efficient recycling practices, we maintain a centralized waste disposal area within the company premises. Here, employees are encouraged to properly separate and dispose of materials, including paper, glass, plastics, metal, and bio-waste, supporting our commitment to sustainability and environmental responsibility.

Waste Management and Recycling Policy

TopTours DMC is committed to minimizing our environmental footprint by implementing effective waste management practices, including reducing solid waste, encouraging reuse, and promoting recycling efforts. We recognize that responsible waste management is essential for conserving resources, reducing landfill waste, and supporting a sustainable future.

Eco-Friendly Cleaning Policy

TopTours DMC is dedicated to maintaining a clean and healthy office environment through the use of eco-friendly cleaning products. All cleaning chemicals used within our office—including those for handwashing, dishwashing, and general office cleaning—are selected based on their environmentally responsible ingredients and low impact on the environment. This policy reflects our commitment to sustainability by minimizing the use of harsh chemicals and supporting practices that contribute to a safer workplace and a greener future.

Reduction of Consumables and Disposable Materials

1. Use of FSC Paper
   We exclusively print on paper certified by the Forest Stewardship Council (FSC). This ensures that our paper products come from responsibly managed forests, supporting sustainable forestry practices and protecting the environment.
2. Implementation of Rewashable Glass Cups
   To reduce waste from single-use plastics, we utilized rewashable glass cups in all our operations. This policy promotes healthier alternatives for our staff and clients while minimizing our impact on the environment.
3. Adoption of Rewashable Cutlery
   By using stainless steel or other environmentally friendly materials, we aim to significantly reduce plastic waste and enhance the dining experience for our customers.
4. Utilization of Rewashable Hand Towels
   To decrease waste associated with paper towels, we provide washable hand towels in all facilities. This practice ensures hygiene and comfort for our guests while minimizing our overall waste production.
5. Use of Rechargeable Batteries
   We use rechargeable batteries for all electronic devices and equipment. This policy aims to reduce the disposal of single-use batteries, decrease landfill waste, and promote long-term sustainability through the extended lifecycle of rechargeable products.

Sustainable Procurement Policy

Toptours DMC is dedicated to maintaining procurement policies that consistently promote the acquisition of sustainable goods and services. We recognize that our purchasing decisions play a vital role in fostering environmental stewardship and supporting ethical practices throughout our supply chain.

Energy Conservation Policy

• Air Conditioning Units: Air conditioning unit must be switched off at the end of the workday.
• Electronic Devices: All electronic devices, including chargers, computers, and monitors, must be powered down after each workday.
• Employee Responsibilities: All employees must adhere to these procedures to support our energy conservation initiatives. Regular communication and reminders will be provided to ensure compliance and awareness of these practices.
• Purpose: Compliance with this policy is essential to maintaining a sustainable and responsible operational environment. By minimizing energy consumption outside of working hours, we contribute to reducing our overall carbon footprint and enhancing our organization’s sustainability efforts

Travel Policy for Emission Reduction and Cost Efficiency

To support cost efficiency, retain valuable talent, and minimize our environmental impact, we support flexible working options such as remote work, tele-meetings, and work-from-home arrangements wherever feasible.

Guidelines for Sustainable Travel and Remote Work

This policy supports our commitment to reducing carbon emissions and encourages practices that align with our sustainable business values.

Land Use

Our offices, located in an urban area, abide by local land use laws and prioritize sustainable architecture and design.

Equal Opportunities

The company ensures that people are not discriminated against in recruitment, employment conditions, access to training, senior positions, or promotion based on gender, race, age, disability, ethnic origin, religion, or sexual orientation.

General Suppliers Policy

We source products and services responsibly, preferring partners with written sustainability statements. We prioritize locally owned suppliers and those with recognized sustainability certifications. TopTours DMC offers incentives for partners engaged in sustainable operations and maintains a zero-tolerance policy for violations.

Complete Supplier Code of Conduct: https://drive.google.com/file/d/1I51eUuwLdegDZBFgJw9W7mxp5TsJOTpr/view?usp=sharing

Inbound Partner Agencies

We collaborate with partner agencies adhering to our Code of Conduct, promoting responsible tourism practices. For instance, we actively engage in joint community projects with our partners to enhance local well-being. TopTours DMC will provide partner agencies with opportunities for sustainability learning and management, including free access to the Travelife online learning and reporting platform.

Selection Criteria for Partner Agencies

1. Alignment with Sustainability Values

We prioritize partnerships with organizations that demonstrate a commitment to sustainability through:

• A written sustainability statement integrated into their business strategy.
• Implementation of a clear and actionable sustainability policy.

2. Compliance with Recognized Standards

We expect partners to:

• Comply with GSTC (Global Sustainable Tourism Council)-accredited certifications or equivalent standards.
• Provide evidence of adherence to sustainability best practices.

3. Environmental Management Practices

Partners are encouraged to:

• Adopt environmentally friendly operational practices.
• Take measurable steps to minimize their carbon footprint, such as reducing energy consumption, optimizing transportation logistics, and managing waste responsibly.

4. Ethical Working Conditions

Partners must:

• Uphold fair labor practices and provide safe, respectful working conditions for all employees.
• Ensure that their operations do not exploit local communities or ecosystems.

5. Continuous Improvement and Transparency

We will:

• Regularly evaluate our partners’ sustainability claims and practices.
• Encourage partners to engage in ongoing education and innovation to enhance their sustainability efforts.

Health and Safety Policy

Toptours DMC is committed to ensuring the health and safety of our employees, clients, and all individuals associated with our operations. This policy outlines our commitment to providing a safe and healthy working environment.

Lighting Use Policy

Toptours DMC is committed to energy conservation and sustainability. To support this effort:

1. Switch Off When Not in Use: All staff are required to switch off lights when leaving a room or area unoccupied.
2. Maximize Natural Light: Employees are encouraged to make the most of available natural light before resorting to electrical lighting.
3. Visual Reminders: Sticky note reminders are strategically placed to reinforce this policy and help cultivate mindful energy use.

This policy helps reduce our environmental footprint and supports our mission of sustainability in the workplace. Thank you for your cooperation

Eco Mode Usage Policy

In line with our commitment to reducing energy consumption, Toptours DMC implements the use of ECO mode on all applicable office equipment.

1. ECO Mode Requirement: Employees should activate ECO mode on refrigerators, laptops, printers, air conditioning units, and other equipment with this feature whenever possible.
2. Energy Conservation: ECO mode is to be used to help minimize our energy footprint and contribute to our sustainability efforts.

Sustainable Excursions Policy

At TopTours DMC, we are committed to providing unforgettable travel experiences while minimizing our environmental impact and contributing positively to local communities. By embracing these principles, we aim to create sustainable excursions that not only enrich the travel experience but also contribute to the well-being of the planet and its community

Accommodations

Toptours DMC works exclusively with accommodations adhering to our Code of Conduct, considering sustainability practices and respecting land use. For instance, we prioritize accommodations that have received local eco-certifications or actively participate in energy-saving initiatives.

Activities & Excursions

We partner with providers adhering to our Code of Conduct, ensuring excursions respect local customs, traditions, and environmental integrity. Our unique excursions include visits to local sustainable farms and workshops, providing an immersive experience in Croatian traditions. TopTours DMC will also provide excursion and attraction providers with opportunities for sustainability learning and management, including free access to the Travelife online learning and reporting platform.

Sustainability Policy for Transport Options

Objective:
Our travel agency is committed to promoting sustainable tourism. As part of this commitment, we prioritize selecting transportation options for transfers and excursions that minimize environmental impact while maintaining high standards of comfort, practicality, and affordability.

Policy Statement:

1. Preference for Sustainable Transport:
   Whenever possible, we will prioritize transportation methods with lower environmental footprints. This includes, but is not limited to:
   • Electric or hybrid vehicles
   • Public transportation (e.g., buses, trams, trains)
   • Shared transport services over private transfers
   • Non-motorized options (e.g., bicycles, walking tours) when feasible and safe
2. Balancing Factors:
   While sustainability is a key consideration, we will ensure that our chosen transport options also provide:
   • Affordability: Competitive pricing that aligns with our customers’ budgets
   • Comfort: Adequate facilities to ensure a pleasant travel experience
   • Practicality: Timely, reliable, and convenient services suitable for the itinerary
3. Guidelines for Transport Selection:
   To support adherence to this policy, our sales and operations teams will use a clear set of guidelines that outline various transport options available in key destinations, including Croatia.

   These guidelines will include:

   • An environmental impact comparison for each transport mode (e.g., emissions, energy efficiency, resource usage).
   • Practical tips for incorporating sustainable options into client itineraries.
   • Recommendations for specific routes or services where sustainable options are particularly viable or impactful.
4. Focus on Croatia:
   In Croatia, particular emphasis will be placed on sustainable options, such as:
   • Public Ferries and Catamarans: Encouraging Jadrolinija or similar providers that support eco-conscious operations for island transfers.
   • Cycling or Walking Tours: Promoting non-motorized transport options in cities like Dubrovnik, Split, or Rovinj, where infrastructure allows.
   • Train Travel: Where available, utilizing Croatia’s rail network for intercity transfers.
   • Shared and Electric Vehicles: Collaborating with local providers that offer hybrid or electric car rentals and shared transport services.
5. Partnerships with Eco-Friendly Providers:
   We will actively seek partnerships with local transport providers in Croatia and beyond that prioritize eco-friendly practices, such as carbon offset programs, renewable energy usage, and sustainable fleet management.
6. Awareness and Communication:
   We will educate our customers about the benefits of sustainable transport choices and, where applicable, offer alternatives that align with their preferences.
7. Continuous Improvement:
   This policy will be reviewed periodically to incorporate emerging sustainable practices and technologies in the travel and transportation sectors.

Travelife-Certified Accommodations Policy

Toptours DMC will prioritize accommodations with the Travelife certification whenever available at the client’s destination, ensuring our offerings meet high sustainability standards.

Implementation

1. Contracting Preference: Sales and contracting teams will give priority to Travelife-certified accommodations in all destination offerings.
2. Alternative Options: Where Travelife-certified accommodations are unavailable, sustainable alternatives will be recommended.

Child Protection Policy

TopTours DMC is committed to upholding the principles of the United Nations Convention on the Rights of the Child (CRC), ensuring the protection, rights, and well-being of children in all our operations. We strictly prohibit any form of child labor and will neither employ nor engage with any individuals or organizations that exploit children in any capacity intended for adults.

Tour Leaders, Local Representatives, and Guides

We commit to hiring qualified local staff, providing fair working conditions, and regular training on sustainability topics. Our guides are equipped with knowledge about local flora and fauna, promoting responsible tourism practices during excursions. TopTours DMC will in any opportunity provide guides with learning opportunities on sustainability topics including providing free access to the Travelife online learning platform.

Destinations

We prefer destinations committed to sustainability, aim to avoid over tourism, and do not support destinations with questionable human rights records. For example, we actively promote off-the-beaten-path destinations and support local initiatives to preserve cultural heritage.

Contribution to Local Communities

We commit to positive contributions by sourcing locally, supporting local arts and culture, and collaborating with local stakeholders for sustainable tourism development. Our partnerships with local artisans and craftsmen ensure that guests can purchase authentic, locally made souvenirs.

Policy Against Sexual Exploitation of Children in Tourism

We recognize that the sexual exploitation of children is a serious global issue that demands collective action. At TopTours DMC Croatia, we deeply value the well-being and safety of children, and we are committed to ensuring that our operations and activities reflect our unwavering opposition to all forms of child exploitation. As a family-oriented and responsible business, we take this responsibility personally, striving to promote ethical tourism that protects vulnerable children.

Forbidden souvenirs policy

We strictly prohibit the purchase of souvenirs that include endangered flora and fauna species, illegally obtained historical or archaeological artifacts, drugs, or any other illegal substances. We fully comply with both local and international laws enacted to prevent such practices.

Local Croatian Species to Avoid

Croatia has a rich biodiversity, including species protected by national and international laws:

• Loggerhead Sea Turtles: Their shells or eggs should not be taken as souvenirs.
• Adriatic Sturgeons: Caviar or products made from endangered sturgeons are illegal.
• Edelweiss and Other Rare Plants: Some alpine and coastal plants are strictly protected.

Environmental Stewardship in Destinations

We ensure natural resources remain intact, educate guests on responsible travel, and provide a “Know-before-you-go” guide. Our destination information packets include tips on reducing water consumption, conserving energy, and respecting local customs.

Customer Communication and Protection Privacy

We prioritize customer protection through a clear privacy policy, ensuring legal compliance. For added security, we use encrypted communication channels for customer data.

Marketing and Communication

We commit to truthful marketing, reject greenwashing, and strive for inclusivity, considering cultural sensitivities. Our marketing materials highlight the unique sustainable experiences offered in Croatia, showcasing the beauty of responsible tourism.

Marketing and Advertising Messages

In our company, we prioritize transparency and honesty in all marketing activities. We adhere strictly to a policy of no false marketing, meaning we do not make exaggerated claims or overstate the quality or effectiveness of our products and services. We commit to providing accurate, clear, and truthful information in every communication with our customers.

Under no circumstances will we engage in deceptive or misleading practices. Our goal is to foster trust and build enduring relationships with our customers, and we believe that the best way to achieve this is through honesty and transparency in all marketing and advertising messages.

Sustainability Communication

Customers are informed about the social and environmental impact of their journey, emphasizing sustainable choices. For instance, our pre-trip emails provide eco-friendly travel tips and suggestions on responsible shopping.

Customer Experience

We ensure positive customer experiences through strict policies covering health and safety, emergency procedures, privacy, and sustainability considerations. Our commitment to sustainable practices enhances the overall travel experience for our customers.

Satisfaction and Complaints

We maintain open communication with customers, encouraging feedback, particularly on sustainability matters. Customer feedback is actively used to refine and enhance our sustainability initiatives.

Contact / Responsible Person

All staff are responsible for implementing and promoting this policy. The Sustainability Coordinator, Alma Drnovac, can be reached at alma@toptours-dmc.com

Effective Date

This policy is effective from 1st January 2025

This policy will be revised by 1^st January 2027