Should the customer wish to change or cancel the reservation, after the initial payment has already been made, the agency must be notified by a letter or e-mail. Changes to the reservation include change of the number of persons who will be using the services of the agency or change of date of the departure/arrival of the arrangement and must be made at least 24 hours before start of the service (usually the departure). All changed made within those 24 hours cannot be considered as cancellation of the reservation. In the case the cancelation of the reservation and the customer decides to abandon the arrangement, the following cancellation policy is applied. Date and time when the agency has received the notification of the cancellation is referred to in the following way:
For cancellations up to 3 day before the start of the service, amount paid during the reservation is fully refunded.
For cancellations up to 1 day before the start of the service, the service can be exchanged for another service in the same category with a different departure/arrival date/time, within the same month as the initial reservation.
For cancellation on the departure date/time of during the arrangements, customer is not entitled to any refund.
Properly handle execution of offered services, as well as the selection of employees and hired staff taking into consideration their professionalism and experience. Care about rights and interests of all customers and travelers according to general guidelines and customs in tourist industry. Provide and execute all services described in the contract and notify the customer of any possible risks involved
Have in possession public guest book open to any feedback by the customers in every sales point in accordance with the applicable legislation. The agency is not responsible for any changes to, or failure to fulfill any parts of the arrangement directly caused by the unexpected circumstances (refer to point 7 of this document), transportation problems and delay which do not hold the transportation company responsible in accordance with the applicable legislation and international conventions. In any of the described cases, all unexpected and additional costs are to be paid by the customer.
Directly during the execution of the service the customer notifies the tour guide or the representative of the agency at the spot, or in case the representative of the agency is not present, the customer makes the complaint to the designated service provider
During all times, the customer is obliged to follow the instructions provided by the tour guide or representative of the agency and behave in a friendly manner all in order to eliminate the cause of the complaint
If the customer does not agree with the presented solution to the complaint that fully corresponds to the description of the paid service, the agency is not required to accept or acknowledge any further complains
If the cause of the complaint had not been eliminated, the customer is obliged to file a written complaint in cooperation with the tour guide, representative of the agency or the designated service provider, which will be signed by all three parties and given to both the customer and a representative of the agency
The customer is obliged to deliver the written complaint to the agency no later than 8 days after the travel has been completed
The agency will take into consideration only the complaints which have been fully documented, submitted in the stated time frame and signed by all the previously stated parties, with potential inclusion of other documents (receipts for additional charges etc.)
The agency will process the complaint and issue a written response to the customer in no longer than 15 days after the complaint has been received
The agency will only process valid complaints which could not have been properly resolved during the execution of the service
During the time frame of those 15 days until the agency has issued a written response, the customer is to refrain from contacting any third party regarding the complaint: association of Croatian travel agencies or other institutions, the media etc.
The agency and the customer are in the agreement that all complaints will be resolved in a kind manner, by mutual cooperation, but in case of failure, the designated court of law will be included in the process of the resolution. Applicable law in resolving complaints is Croatian law