How to file a complaint
If the service is not fully implemented or its performance is of poor quality and below the standard, and in case the Client is not satisfied with the service provided, he must immediately contact the Agency’s employee (guide / travel guide / representative) in order to find a satisfactory solution. All requests for refund must be submitted to the Agency in writing within 7 days from the completion of the program at the Agency’s address: Dubovac 11, 47000 Karlovac or by e-mail to email@example.com. The client is entitled to a refund in the amount of the real value of the services that are not provided, while the maximum possible return on the complaint can be the full price of the program. The customer will waive the right to an ideal reimbursement. All possible disputes come under the jurisdiction of the Court in Karlovac.
In the event of a dispute relating to an online sales contract and online services, the client may file a complaint or initiate a procedure for online dispute resolution through a online dispute resolution platform available at the following link:http://ec.europa.eu/consumers/odr/
While the Agency does not decide on the client’s complaint, the client waives the mediation of any other person, judicial institution or providing information to the media. In case of initiation of court proceedings, the Commercial Court in Karlovac will be competent.
The Client is obligated to:
- have valid travel documents
- respect and comply with all the customs and regulations of the country of destination
- to notify the Agency of any form of disability or damage that could limit participation in the program
- enclose a document confirming the payment of the service (voucher, bank payment receipt, agency receipt received by mail, e-mail or in person) to the service provider
- find out if he / she needs a visa for Croatia or any neighboring country if the visit is included in the itinerary
If the client does not follow the above rules, he / she will be held accountable for paying all costs or damages. By confirming the reservation, the Client agrees to pay compensation to the service provider on the spot, in the event of any damages.
In case the Client is not satisfied with the manner in which his complaint has been processed, the Client is entitled to court arbitration. The client and the Agency will strive for an amicable settlement of the claim, and in the event that an agreement can not be reached, the case comes under the jurisdiction of the Court in Karovac in accordance with the laws of the Republic of Croatia.
Subject to supervision of
The Tourist Inspection, Regional Unit Zagreb, Šubićeva 29, 10 000 Zagreb.
Booking and Payments
Terra Croatica Adventure Travel, an adventure travel trade and a tourist agency, hereinafter referred to as the Agency, will guarantee the implementation of the travel program. The client is obliged to provide the information necessary for the booking process.
All reservations should be made in writing by email. When making an email reservation, the Client is required to pay 50% of the amount of the arrangement and the other 50% of the amount must be paid no later than 15 days before the start of the trip, except in cases where individual trips are modified by special terms of payment or in case when the deadline before the trip starts is less than 15 days or unless otherwise agreed.
By paying the first installment and / or paying part of the price and / or the total price of the arrangement containing the basic information about the Client and information about the program that the Client pays, the Client will fully accept and confirm that he understood all the items of these Terms of Business, therefore, here stated becomes legally binding for the Client and the Agency.
Prices and content
The Agency reserves the right to change the price of the arrangement in case of drastic changes of hotel price, the cost of transportation and other services. In the event of an increase in the price of the arrangement up to 10%, Client’s consent is not required. In the event of a price increase of more than 10%, the Client has the right to cancel the arrangement without having to cover any losses.
The prices of the arrangement are stated in different currencies, but Croatian kuna (HRK – Croatian national currency) is the only official currency in the Republic of Croatia. Prices in other currencies are subject to fluctuations in the exchange rate.
The arrangement price (active holidays) usually includes (unless otherwise indicated in the program) accommodation and breakfast, other meals as indicated in the travel program, land transport, activities included in the travel program (kayaking, biking, hiking, etc.) with its related equipment and guide. The price of one-day and half-day trips (one-day adventures) usually includes (unless otherwise indicated in the program) the activities that are in the program (kayaking, biking, hiking, etc.) with all related equipment and guide. The price does not include (unless otherwise indicated in the program) additional trips, personal expenses and drinks with all meals (except breakfast).
Cancellations must be made in writing by email.
If the Client cancels or discontinues the trip, he must do so in writing by email. The date of written cancellation is the basis for the calculation of cancellation charges that will be charged by the Agency according to the following conditions (percentage of the total price of the package):
- 8 or more days before arrival: 0%
- 2-7 days before arrival: 50%
- 1 day before arrival or absence: 100%
Failure to travel without prior cancellation means that the Agency will retain 100% of the payment regardless of the reason or the reasons for the cancellation.
Cancellation by the agency
Travel programs are subject to change depending on group preferences and abilities, weather conditions, water levels, nature forces, special events and the like. For reasons of safety and comfort of the Clients, the Agency reserves the right to change the program without prior notice. In the event of significant changes or cancellations of a particular arrangement reserved by the Client, the Agency shall inform the Client as soon as possible and offer the following options:
a) The Client may accept the other date of departure or destination
b) The Client may accept a substitute arrangement / excursion of an identical or similar content
c) The client can completely cancel the reservation, with full refund.
The Client is obliged to notify the Agency of his decision within 7 days from the beginning of the offer. If the Client does not do so, the Agency will reserve a replacement arrangement / excursion.
In the event of extreme weather conditions, extraordinary circumstances that could not be anticipated or avoided or occurred just before the beginning of the trip, the Agency shall postpone the activity, if possible, for a day or two before or after the reserved date. If the change of terms is not possible, your payments will be fully refunded.
Complaints and refunds
If the service program is not fully implemented or its performance is of poor quality and below the standard, and in case the Client is not satisfied with the accommodation, equipment or service provided, he must immediately contact the Agency’s employee (tour guide / travel guide / representative) to find a satisfactory solution or replacement. All requests for refund must be submitted to the Agency in writing within 7 days of the completion of the program. The client is entitled to a refund in the amount of the real value of the services that are not provided, while the maximum possible return on the complaint can be the full price of the program. The client will waive the right to an ideal reimbursement. All possible disputes come under the jurisdiction of the Court in Karlovac.