General terms and conditions

Terms and conditions of the webshop Hidden Krk are defined by Polo Line d.o.o. as the owner of the webshop Hidden Krk. This document is written for every user of the webshop and in the rest of the document the standardized name USER will stand for any user of the webshop.

Travel agency Polo Line d.o.o. will be named with standardized name SERVICE PROVIDER in the rest of the document. Hidden Krk webshop will be named with the standardized name WEBSHOP in the rest of the document. Service provider in this webshop offers its own products and products provided by partners. Every partner whose product is offered in this webshop will be called with the standardized name PARTNER in the rest of the document. For understanding the difference between the service provider and the partner better: the service provider is the role who owns this webshop, sells its own and partner’s products, does marketing and advertising for every product in the webshop and is in charge of communication with users. PARTNER is the role who delivers the product to the user in the predefined circumstances. Partner is the one who executes the deal and brings the experience to the user after the deal was made between service provider and user. In case the product is owned by the service provider, the service provider will also execute the deal and deliver the product or service and there will be no partner.

From this point on, every official communication channel will be defined and it will be named with standardized name OFFICIAL COMMUNICATION CHANNEL. If the communication channel is not specified, any communication channel will be considered as the official communication channel. Otherwise there will be specified one or more official communication channels for a specific purpose. For example, user will need to provide written complaints. Even the telephone generally will be the official communication channel, in the case receiving user’s complaints, only e-mail will be considered as the official communication channel.

Information completeness, exactness and up-to-dateness

In this webshop user can find various information relevant for what is offered in the webshop. These are information such as detailed product descriptions, details about equipment needed for the experiences, detailed descriptions about localities which are involved, information about product and service availability, information about guidance in case there is guidance, information about length of some experience, prices and all the other information and terms important for presenting, promoting and delivering any product or service. Service provider is obliged to assure that every information in the webshop will be complete, exact and updated. The only case when the service provider can not inform the user about some changes is when his partner does not let him know about the change.

Registration in the webshop

Accepting the Terms and Conditions is necessary for using the webshop. The service provider suggests to the user to read Terms and Conditions in detail before accepting.

After he or she visits the webshop, the user will have chance to accept or not to accept Terms and Conditions. The pop-up will show up instantly. The user will have possibility to read the Terms and Conditions and whether to accept it or not.

Successful registration is not needed for using the webshop.

The official communication language

The official communication language is Croatian in the Croatian version of the webshop and English in the English version of the webshop.

The official communication channels

The official communication channels of the service provider are: the business phone number +385 91 4856 240, the business e-mail address info@hiddenkrk.com, different web forms in the webshop. The form on the payment page is not the official communication channel of the service provider. From this point on, in this document will be used the standardized name “the official communication channels”.

The “Terms and Conditions” document

Terms and conditions define the rules of using this webshop. Terms and conditions refer to every user of this webshop. By using this webshop, users state their acceptance of this document and they approve to use the webshop according to the rules written in the Terms and Conditions document.
It is not possible to transfer the right to use this webshop to a different physical person or a legal entity. User is not allowed to register or log in to the webshop as anyone else - physical person or legal entity. User is responsible for securing his own password everywhere where he is using it. Users are aware that it is possible for this webshop to stop working temporarily or permanently in case of events which are not controlled by the service provider. The service provider has the right to change any segment of his business and any element of the document Terms and Conditions. Still, the service provider guarantees that the user will get everything that was agreed in the conditions that were confirmed by the both sides according to the contract or the receipt, no matter what changes in his business and Terms and conditions the service provider made in the meantime.
The service provider is kindly asking every user younger than 16, every user who is not aware of the Terms and Conditions document and every user who is not accepting the Terms and Conditions document to not to use this webshop. The service provider is not responsible for any damage to the user’s equipment caused by using this webshop.

Intellectual property

This webshop is owned by the service provider. All of it’s content is the exclusive ownership of the service provider or the service provider is using it with the permission of the original copyright holder. The content is copyright content designed and branded by it’s author or producer. Any transferring, publishing, linking, changing, redistributing, unauthorized using or even the attempting to do any of the previously stated without having the written statement where the service provider or the content’s author allow the third party to do it, is forbidden and will be treated as the intellectual property violation. Users of this webshop are also not allowed to provide any kind of content which is subject to the intellectual property rights without having the permission of the content’s owner.

Contact information

This webshop is owned by the legal entity Polo Line d.o.o.
Company: Polo Line d.o.o company registered for tourism, catering and trading
Personal identification number: 79071018205
Identification number by Central Bureau of Statistics: 0130109
Shortened company name: Polo Line d.o.o.
Headquarters address: Stjepana Radića 5, Baška
Office address: Frankopanska ulica 36, Baška
City and postal code: Baška, 51523
E-mail address: info@hiddenkrk.com
Business phone number: +385 91 4856 240
Office working hours: 09-20 h
Customer support working hours: 09-20 h
Company in court registrar: Commercial court in Rijeka, no. Tt-13/1055-9
Bank account: Erste&Steiermärkische Bank d.d., Jadranski trg 3A, 51000 Rijeka, Croatia
Bank account number: IBAN: HR5724020061100029733
Tax number: HR79071018205
Company equity: 20.000 kn
Company equity paid up fully: Yes
Board members: Ivan Polonijo
Identification number by Commercial court: MBS 040037796

Payment methods

The possible payment methods are online payment via credit card, bank transfer and cash payment.

Online payment

It is possible to make a payment online by using the credit card.

Online payment system in this webshop is WS Pay, provided by Orioly booking management system. WS pay payment gateway and Orioly booking system provider are not responsible and are not involved in the contract between the service provider and the user.

After the booking form in the webshop is filled by the user, the user is being redirected to the payment page. The online payment system is the virtual POS system which allows online transactions for the products and services in the webshop. This payment system uses the most advanced and developed methods and procedures for user’s personal and authorization information protection, which is also supported with PCI DSS international standard. This payment system supports the following credit card types: American Express, MasterCard, Maestro, Visa and, Diners club.

All the payments will be completed in the Croatian kuna currency.

Other payment methods

In case when a user is not purchasing via the online payment system in the webshop, it is possible to complete the transaction using the bank transfer when the user is not present in the service provider’s office or with the cash payment when the user is present in the service provider’s office. Credit cards are not supported in the service provider’s office.

Payment tempo

Every payment in this webshop requires the user to pay the full amount at once - while he or she is completing the deal.

Pricing

The prices are communicated in Croatian kuna currency (HRK) including VAT. They are valid for any payment method.

The prices of individual products and services in the webshop are equal to the lowest price of the product’s or service’s owner and deliverer - standardized name “partner”. That means that this webshop sells products and services with their original prices - the ones defined by their owners. The prices on other channels can be lower only if they are having some promotional discounts and other special benefits. This will be communicated with the “best price guarantee” medal in this webshop. The medal will stand for the fact that the price in this webshop is as low as on the original partner’s distribution channel.

The service provider has the right to sell particular products and services with special discounts which make the price lower than usual prices. The service provider has the right to do that freely and independently.

Those products and services will be available under the same conditions for every user or the group of users. In the second case every group will be predefined and precisely described and the group description will be available to every user of the webshop. Every sales promotion will have clearly and precisely defined and published benefits, duration and deadline, quality limitations of the promoted products and services if there are any and all the other information relevant for the sales promotion.

The service provider will not accept any requests and bookings with the sales promotion conditions if the sales promotion deadline has passed.

Security policy

This webshop chose Bluehost as its web hosting provider in order to increase the security level. Bluehost as a global partner with the highest security standards enables its users the highest possible level of security.

WS pay applies the newest standards in data protection - Secure Socket Layer (SSL) protocol with 128-bit data encryption and MD5 algorithm. ISO 8683 protocol ensures the data exchange between T-Com system and authorization centers of the credit card companies in the private network which is protected by the unauthorized access with the double firewall protection.

Users enter their information in the webshop in order to complete the registration process, the logging in process or to send an inquiry. They also enter their information on the payment page in order to complete the payment process.

The service provider guarantees how the use of the user’s personal information will be only for purposes of completing the reservation process, completing transactions, communicating with users in order to complete the two previous purposes. The service provider will always try to keep maximizing the user’s level of satisfaction with the provided service. The staff of the service provider company and their professionalism, business ethics, organizational culture and secure and advanced technology will support the goal of responsible and fair use of the user’s personal information.

In case of user’s clearly expressed desire, approval or acceptance, the user will be periodically updated about the special offers and sales promotions. The user will receive this kind of information from the service provider only if the user previously unambiguously expressed his or her desire, approval or acceptance. Users can express that in different web contact forms in the webshop. The communication in those web contact forms will always be clear, transparent and obvious. The purpose of asking for a user's email address and how it will be used afterwards by the service provider - it will always be clearly explained. The possibility to receive emails with information about sales promotions and special offers will also be offered to the user during his purchasing process. Again, the communicated text will be clear and will unambiguously explain why the service provider is giving the user a chance to provide his e-mail address.

Every email sent by the service provider to the user will have the possibility to unsubscribe from the email list. The user can also unsubscribe by sending a written request to the service provider. The user can do that by sending an email in which he explicitly asks not to receive sales promotion and special offer email updates anymore. The user can do that by sending an e-mail to the e-mail address info@hiddenkrk.com.

When users share their bank account information on the payment page, the safety of the credit card payment is guaranteed by the WS Pay - online payment provider. This online payment system allows online transactions through the most advanced payment methods and procedures in order to ensure the highest level of the protection of the personal and authorization information. The previously stated is also proved by the Payment Card Industry Data Security Standard certificate. WSPay uses SSL certification for 256-bit encryption and the TLS 1.2 cryptographic protocol as the highest levels of protection when writing and transferring data.

The user’s authorization information on the payment page is visible only to the user who is entering the authorization information. After the payment process is successfully completed, the authorization information entered by the user will be deleted from the system.

Beside personal information and bank account details, this webshop also uses various log files. Log files by the definition are files that record either events that occur in an operating system or other software runs, or messages between different users of a communication software.

The log files used in this webshop are IP addresses, links with other websites, cookies etc. None of these elements will not be related to the particular user or his identity. All of these elements will be used with the purpose of the webshop optimization and development according to the newest standards and the market research results.

This webshop contains links to the other websites such as Croatian National Tourism Board, Association of Croatian Travel Agencies, Tourism Board of island Krk and Polo Line Travel Agency, the parent company of the Hidden Krk project.

Information about the bank account details, transactions and credit cards are exchanged between the online payment system provider and the user. These information are visible only to the online payment system provider and the user and the information will not be shown to any other third party and will not be stored.

The protection of the user information is permanent.

Privacy policy

The service provider is obliged to ensure the protection of the personal data of every user. The service provider guarantees that he will collect only the personal information necessary for the executing the activities which are agreed with the user. The service provider will continuously keep users informed about how their personal data is used. The users of this webshop will regularly have the possibility to decide how their personal data will be used by the service provider. For example, they can decide whether they want or do not want to be on the newsletter promotional campaign recipients list. All of the user’s personal data are strictly protected and they are available only to the employees who can not take on their responsibilities without having access to the users personal data. Every service provider’s employee and every service provider’s partner is also responsible for following and respecting the rules of this privacy policy and user data protection.

The service provider will also establish the organizational culture, follow the values and norms of business ethics and moral ethics and will continuously educate the employees in terms of following and respecting the company’s rules for user’s data privacy and protection. The service provider guarantees how the user’s personal data will not be used for the purposes different than stated previously in this document, will not be sold or shared with the third party, unless the service provider is obliged by the law to do it. The only third party who is allowed to request and get the personal information of the users is the service provider’s partner - a company who is delivering the product or the service and it is not possible to deliver it in the agreed way without knowing the basic information about the user or to customize the product or service according to the age, nationality or size of the group of users.

The user’s personal data which are collected by the service provider through the different web forms and questionnaires will be used only in the purposes of sales, reservation realization and giving the necessary information to the users. In case of updating users about the sales promotions and special discounts, he will previously be explicitly and unambiguously asked for his approval. The service provider guarantees how he will not do any kind of abuse such as e-mail address list selling or publishing, unless he has the user’s approval for that.

The user’s personal data in this webshop will include personal information such as user’s address or user’s email address. In order to have efficient and senseful communication, the service provider is kindly asking the user to update the service provider about any change of the previously entered personal information which is relevant for the communication between the service provider and the user. The user can do that using the written form - sending an e-mail to the e-mail address info@hiddenkrk.com.

Every participant in this webshop is obliged to follow the principle of data exactness, completeness and up-to-dateness. Providing the incomplete, incorrect or outdated information by the user is not allowed.
While having any kind of the written communication form with the service provider (web forms, forms on the service provider official social media accounts or via email), the user guarantees for the correctness of the provided personal data. He also guarantees how he is aware and agrees to the Terms and conditions of this webshop, including the rules and the purposes stated in the Privacy Policy. In case of not agreeing with what the Privacy Policy or The Terms and Conditions generally say, the user must inform the service provider in the written way - by sending an e-mail to the e-mail address info@hiddenkrk.com.

The protection of the user’s privacy and user’s data is permanent.

Currency exchange policy

Every transaction in this webshop will be processed in Croatian kuna (HRK) currency. Charging the credit card of the user will be done by converting the amount of the bought products and services from Croatian kuna (HRK) to the currency in which the payment was made by the user, according to the Exchange rate list established by Croatian national bank on the date when payment was made.

As the prices in the webshop will also be shown in the international EURO currency (EUR), but the payment will still be processed in Croatian kuna (HRK), the users should be aware of the negligible differences between the informative price in EUR shown in the webshop and the real amounts for which their bank accounts were charged.

Every price is defined for each item in particular. The process of defining prices in the webshop was executed partially automated and partially manually by the human factor. The process is being controlled in every stage. Still, users should be aware of the minimum chance of the mistakes in the process of price setting. The service provider is pointing out how that kind of situation is extraordinary and is asking the user for understanding. The service provider also emphasizes how in case of the mistaking the price in the webshop, the user will never pay the price above the real price. The service provider will put the maximum effort in preventing this kind of situation.
ći ulaznice za posjet tim mjestima, kao i iskustva koja su inspirirana povijesnom i kulturnom tematikom otoka Krka.

How to search the webshop

This webshop offers products and services for the purpose of delivering the unique tourist experience on the island of Krk. The offer is divided on multiple categories by the predefined criteria: starting point, duration (complexity) and the category.

Starting point is the exact place where the specific experience (product or service from the webshop) is happening or the pick-up location where the guest will be picked-up with some kind of transfer vehicle. If the experience is happening on the various locations, the user will be able to find the location of the starting point as the location of some experience.

In some cases experiences are also happening out of the area of island Krk. Still, those experiences will still include some location on the island Krk as the starting point of the experience. The locations which are out of the area of island Krk will be in the same region of Croatia - Northern Adriatic area and surrounding land area.

When the user is searching in this webshop by the location, it will be possible to search the whole island or to filter the search by choosing one the main areas of the island. Each area is the surrounding area of the seven chosen larger cities on the island: Baška, Krk, Malinska, Njivice, Omišalj, Punat, Šilo i Vrbnik.

The criteria of the duration (complexity) of a specific product or service refers to how long is the experience regarding the time length and is it made of one service itself or multiple services combined together. By the previously explained criteria, the offer is divided into three categories: “single activities”, “half day tours” , “full day tours”, and “multi day tours”.

“Single activities” will always be individual services which stand for themselves and are not package deals/package tours. Their duration will be always less than one day, normally around a couple of hours.

“Half day tours” and “Full day tours” are experiences which take up to one day, but they are made of at least two separate services combined together. These experiences will normally take between a couple of hours and twelve hours.

“Multi day tours” are experiences which take more than one day and necessarily involve overnight stay and any kind of accommodation. These will always be package deals/package tours because of involvement of the accommodation service. The number of overnight stays will depend on the number of days by the length of the package deal/package tour.

Regarding the theme as the search criteria, this webshop is divided into more theme categories: “nature and adventure”, “adrenaline”, “sports and fun”, “beach and sea”, “boat tours”, “gastro and wine”, “culture and history” and more.

In every of these theme categories it is possible to find any product or service if it thematically belongs to some category, no matter what is the duration (complexity) and the location.

The “nature and adventure” category includes adventure experiences which are happening in the nature of the island Krk. These experiences introduce the destination to the user through the mixture of fun, physical activity, time spent in the nature and getting to know the flora and fauna of the island.

The “adrenaline” category includes all the experiences which involve adrenaline. These are exciting experiences which are primarily being delivered in the natural environment. The user experiences the adrenaline experience with the expert guidance and adequate professional equipment. These experiences are inspired by the feeling of excitement and fun, but without any discomfort or pain. These experiences are unique because they are being executed in the unique nature of the island Krk.

The “sports and fun” category includes all the experiences which are primarily fun experiences, but based on some specific sport or combination of more of them, or they at least include some elements of some sports. These experiences are meant for active tourism lovers. Still, the difference between these experiences and the previous ones in the “nature and adventure” and “adrenaline” category is that in this category the user will have a chance to find experiences which happen in the controlled conditions. Another characteristic of this category is that belonging experiences do not necessarily happen in the nature and desolated areas. All of that mean that these experiences will be suitable for children, mature people and persons who can not experience some of “nature and adventure” or “adrenaline” experiences because of some psychical limitation or disability.

The “beach and sea” category involves all fun experiences which happen by the sea or in the sea or both in the same time. These are mostly psychical activities, but in most cases they do not require special equipment. They are mostly suitable for all kinds of users.

The “boat tours” category includes all experiences such as boat tours and boat rides and also tours and rides with other kinds of vessels. In this category it is possible to find experiences which involve locations out of the area of island Krk. Still, all of them have starting points on the island Krk.

Category “gastro and wine” is based on gastronomic experiences. Here the user can find experiences such as gastronomic and wine tours, gastronomic workshops and educations and other experiences inspired or at least consisted of local gastronomic motives.

Category “culture and history” involves all experiences related to the culture and history of the island Krk. Island Krk has a lot to offer regarding the localities and experiences important for local, national and global cultural and historical inheritance. In this webshop it is possible to find tickets for visiting these localities or experiences such as cultural and historical tours on the island Krk.

The content in this webshop

This webshop provides different kinds of content to the user. All the content is related to the offer or to the destination - island of Krk. This content is helping the service provider in the intention to provide all the needed and helpful or generally relevant information in the informing, decision-making and purchasing process.
For instance, these are: video clips and photographs, information about the duration and availability of the specific product or service, information about the localities and places where experiences are being delivered, short and detailed product and service descriptions and maps with the important spots and routes.
In case of users needing more information, the service provider welcomes every user to request more information via any of the official communication channels. The user can request additional information about the webshop’s offer via multiple different web forms, via e-mail, social media, phone or in the tourist agency office. The service provider has the right not to provide any requested information if it is not relevant to the webshop’s offers or if it is not accordant to the law or to the current contracts and policies.

The service provider guarantees how the content in the webshop is correct, complete and up to date. The service provider also guarantees how he has the rights to use and publish the content visible in the webshop.

With the previously listed types of content, this webshop also generates and communicates the user generated content. The service provider guarantees how the user’s reviews are authentic, how the user’s really experienced the reviewed experience and allowed the service provider to publish their reviews.

Reservation making methods

The possible reservation making methods for the user are “instant booking” and “by the request”.

“Instant booking” reservation making method

“Instant booking” is the reservation making method in the webshop possible for every single product or service which is available by the predefined conditions and circumstances. For instance, when user know the exact availability calendar and the schedule in advance (in the moment of booking). In that case user will receive the confirmation e-mail right after booking, knowing how his reservation will be delivered under the agreed conditions. This means that the service provider will share more details and informations with the user in the upcoming communication, but the additional confirmation of the deal is not needed anymore. This reservation making method is possible for every single product or service where the partner (the specific product or service deliverer) has predefined availability calendar and predefined details of the product or service delivery. Every “instant booking” reservation will have it’s unique identification number in order to differentiate “instant booking” reservation between each other easily.

Payment process - “Instant booking” Reservation making method

The payment when the reservation is made with the “Instant booking” method is being processed immediately when the reservation is made by the user. The payment is in its entirety one-time. The service provider right after the reservation was made sends the written e-mail confirmation to the user with the receipt and the reservation details.

“By the request” reservation making method

“By the request” is the reservation making method which allows the user to request the product or the service. After the request is made, it does not mean that the product or the service will be automatically delivered by the requested circumstances. The reason why this kind of reservation making requires one extra step (the service provider’s confirmation) is some kind of the service provider’s partner (product or service deliverer) limitation. The reasons for that limitation can be various: the circumstances and specificities of the product or service in particular and of the way of delivering it to the user. Sometimes it can be weather conditions, sometimes the service provider first needs to make sure how the user or group of users really is suitable for the requested product or service, sometimes the partner (product or service deliverer) can not predefine the availability calendar etc. In those cases the service provider will send the written response to the user where it’s specified whether the requested product or service can or can not be delivered by the requested conditions (the requested day or hour, the requested number of people etc.). Every “by the request” reservation will get the unique identification number so it’s recognized and processed easily.

Payment process - “By the request” Reservation making method

The payment process in this “By the request” reservations is not being processed right after the reservation was made. After the request was made, the service provider confirms how the requested product or service can be delivered in by the requested conditions. In that case, the service provider will send the unique link in the written confirmation. By clicking on that link, the user will be forwarded to the payment page where the offer will be shaped in the requested way - with the requested date, for the requested number of persons etc. After the user makes the payment, he will get the written confirmation from the service provider.

Other payment methods

When user makes the reservation for the product or service from the webshop, but does not complete the whole payment process in the webshop, it is possible to do it using alternate methods. If the user is requesting the product or service without being physically present in the tourist agency, the payment will be processed via bank transfer. If the user is physically present in the tourist agency, the payment can be processed in cash.

Changes in the reservation

After the reservation was confirmed and paid, the user still has the right to request changes in the reservation. That can be done with the written communication using e-mail address info@hiddenkrk.com or using business phone +385 91 4856 240. If the desired changes does not affect the price, the service provider guarantees how he will put maximum effort in communication with users and partners in order to perform the requested reservation changes. If the requested changes affect the price or some other crucial element of the deal, the service provider will suggest the new offer according to the changes requested by the user. If the user agrees, the process will continue with the new transaction in order to neutralize the difference with what is paid earlier and the price of changed and accepted request.

Personal documentation

The user is obliged to provide his personal documentation to the service provider every time when it is needed since the moment of requesting a booking or booking instantly, to the point when the product or service was already delivered. This statement is valid for every user and for every product or service in the webshop and for every payment method with no exception.

The service provider requires personal information necessary for creating and shaping the particular offer, for communicating with users in order to confirm and complete the reservation making process. In some cases, it is also necessary to scan and forward the digital copy of the personal documentation to the partner (product or service deliverer). In other cases it will be enough to copy just some specific personal information from the personal document and send it to the partner (the deliverer of the product or service). In all cases the user guarantees how the passport is currently valid, not counterfeiter and the information in it is correct, complete and up to date.

The service provider is not responsible for any kind of stealing, loss or damage related to the personal documentation of the users that happened out of the office of the Polo Line tourist agency. The service provider is also not responsible for any treatment executed by any legal authority which has jurisdiction in the Republic of Croatia.

The terms of returns and reclamations

The service provider and the user will tend to solve any dispute agreeably, in good intention and in accordance with business ethics and moral ethics.

The service provider in the Terms of returns and reclamations defines the rights and the liabilities of the service provider and of the user in cases when the product or service was agreed and charged, but for any reason was not delivered to the user. The service provider also defines his and user’s rights and responsibilities in cases when the product or service was agreed, charged, and delivered, but the user sent the written complaint to the service provider.

The charged products and services can be undelivered because of the service provider, because of the user or because of the events which are not controlled by any of the previous two sides. The cause of not delivering the product or the service will never be more than one of the possible three.

The events which can not be controlled by the service provider or the user are events, circumstances and facts which disabled two sides to execute the deal which was previously agreed, but it was not possible to predict it in the moment of occurrence of the deal. These events happen unrelated to the service provider and the user and their activities and non of service provider’s or user’s activities can prevent or change it in any way.

That can be an event caused by nature such as earthquake, flood, storm, thunderstorm, rock fall. Still, it can also be an event caused by human factor: wars, riot, armed attacks, set fire etc. These events will be considered as events not controlled the service provider or the user no matter did they happen to the service provider or to the user or to the both sides. In any of those three cases they will be considered as enough for annulling the damage liability.

The non-delivery will be treated as non-delivery caused by the service provider in the cases when the product or service was charged and not delivered, but the non-delivery was not caused by the user or the events not controlled by the service provider and the user.

The non-delivery will be treated as non-delivery caused by the user in the cases when the product or service was charged and not delivered, but the non-delivery was not caused by the service provider or the events not controlled by the service provider and the user.

In case of any bad experience or any other reason from the user’s side, user can sign a letter of complaint. Any written complaint sent from the user to the e-mail address info@hiddenkrk.com will be considered as a letter of complaint. The user is obliged to send the letter of complaint within 8 days since the moment when the event happened. The service provider is obliged to answer every written complaint within 15 days from the moment of receiving the complaint due to the law of the Republic of Croatia.

The user’s cancellation and refund policy

If the deal is cancelled by the user after the user paid for it and the cancellation happens one week or more before the day of delivery, the service provider gives back the full amount reduced for the transactional fees.

If the deal is cancelled by the user after the user paid for it and the cancellation happens 48 or more hours before the day and hour of the delivery, the service provider gives back 70% of the charged amount reduced for the transactional fees.

If the deal is cancelled by the user after the user paid for it and the cancellation happens less than 48 hours before the day and hour of the delivery, the service provider gives back 30% of the charged amount reduced for the transactional fees.

If the deal is cancelled by the user after the user paid for it, but the product or service was not delivered to the user because of him or her not showing up without informing the service provider about the inability to show up, the service provider will keep the full amount which was previously charged.

In cases when the user cancels the deal because he wants to change his request and order the same product or service under the different conditions or to order different products or service, the service provider guarantees the maximum effort in trying to reshape the deal in order to fulfill the desired changes of the user. Still, the service provider will not do any changes which can cause the damage of the service provider or the partner or if it is not possible due to availability of the desired product or service. These cases are described in the “Changes in the reservation” paragraph.

The service provider’s cancellation and refund policy

The service provider’s cancellation policy includes every cancellation of the deal made by the service provider or by the partner through the service provider.

In cases when the deal is cancelled by the service provider, the service provider guarantees how he will put maximum effort in offering the best possible alternatives to the user. Whenever the original deal can not be delivered in the agreed conditions, the service provider will offer the best possible alternatives to the user, following his requests and desires.

If the deal was cancelled by the service provider, the service provider gives the full charged amount back to the user - without keeping the transactional fees and no matter how much time was left to the day and the hour of the delivery.

Insurance

Due to the law restrictions of the Republic of Croatia, the service provider has the right to offer the service of intermediating between the user and the insurance company.

The service provider is obliged to get the user familiar with what is agreed between the service provider and the insurance company in the existing insurance policy regarding the service provider’s liabilities related to the agreement between the service provider and the user.

In cases of package deals, the service provider is obliged to arrange the insurance policy regarding the liability for the damage caused by non-fulfillment, partial fulfillment or unpresentable fulfillment of the liabilities related to the agreement.

The service provider is also obliged to offer the insurance policy for the cases of accidents, illnesses, luggage losses and damages, optional health insurance for the period of travelling and the stay abroad, the insurance for the travel cancellation and the insurance for the costs of help and transportation to the departure place in case of accidents and illnesses. The service provider is also obliged to get the user familiar with the insurance policy.

If organising the trip or offering the transportation services, the service provider is obliged to use only the vehicles in which the users are insured in case of accidents, luggage losses and damages. The service provider is obliged to offer the restaurants in which the users are ensured in the case of any accidents.

The service provider is obliged to ensure the bail in the bank or in the insurance company in case of: -inability to provide the agreed and charged trip due to insolvency or bankruptcy -costs of transportation to the departure place for the user in case of inability to provider the agreed and charged trip due to insolvency or bankruptcy

The bail in the bank or in the insurance company can be an insurance policy, cash deposit or bank guarantee.

The service provider is obliged to provide the document which proves and shows the bail details.

If needed, the user has the right to process the dispute on the Online Dispute Resolution platform on the link: https://ec.europa.eu/consumers/odr/main/index.cfm?event=main.home2.show&lng=HR