General Terms and Conditions
This website is operated by Portal day tours (hereinafter: Agency); HENOK d.o.o., Bana Jelačića 78, 21224 Slatine, Croatia.
The agreement between Customer and Agency comes into force as soon as Agency provides written confirmation of a booking to Customer by any mean. Customers undertake to fulfil the obligations contained within these terms and conditions.
Terms of booking
Offered services are presented on one of our websites with detailed descriptions and photographs as well as some customer feedback. Under every tour there are tabs with all program details including available dates and prices to be booked online. Additional information may be requested via email regarding any tourist services for which the company is registered.
All of our tours are held outdoors, therefore affected by weather and traffic conditions, situation on premises and all other unforeseen circumstances and as such the tour guides may adjust the itinerary to optimize your experience.
Customers are provided with invoices that include VAT according to the Croatian law.
Agency insures safety, security and privacy of all information and purchases from Customers through one of our websites or partner companies. Customers data is secured and managed by Agency.
Any information submitted by the buyer will be used solely for the purpose of completing the transaction, delivering the product, informing of new product releases and addressing any customer service issues.
Agency provides the following payment methods when purchasing selected tour:
2.a Secure online payment by credit card
During the process of confirming your booking, the Online Booking Policy (Terms of Service) will appear and you will be required to confirm acceptance of these General Terms and Conditions before proceeding. You will be automatically connected to the server of the TrekkSoft AG which is our payment gateway provider. The server is protected by the PCI DSS and ensures maximum security and reliability.
2.b Payment via bank transfer
Customer will receive Agency bank account information by e-mail and will have two working days to make the payment and to send us payment confirmation. Upon receiving the payment, Agency will send to Customer the confirmation (Voucher) and all the details regarding the tour via e-mail. We ask that all international transfers to us be made with the OUR instruction, which means that all bank charges are to be paid by Customer.
2.c Payment in Agency’s offices
We accept cash payment (HRK) and credit card payments (Visa, Mastercard).
DISCLAIMER OF DIFFERENCE CAUSED BY EXCHANGE RATE
(For clients who make payment by credit card only).
Agency will draw Croatian currency (HRK) from your credit card. The Credit Card Company or Bank will convert this amount to the currency of your credit card account. Please mind that prices stated on our websites in EUR are only approximate and used for Customer’s easier understanding. As a result of this conversion there is a possibility of a slight difference from the original price stated on our website.
Cancellation, Reservation modification and Refund Policy
All group tour departures are guaranteed by the schedule listed on Agency website. The number of passengers on each tour is not guaranteed and group size may vary, unless stated otherwise.
However, in case of force majeure the Agency reserves the right to change the date of tour departure or even cancel the tour.
The boat tours listed on Agency websites depend on the weather conditions and the Agency reserves the right to change the date of departure in case of unfavorable weather conditions. In case of unfavorable weather conditions the Agency will organise the excursion on the next suitable day or will provide full refund to consumers. Please bear in mind that our clients’s safety is our first concern.
Any changes from Customer must be made by telephone to Agency`s office at +38521360061, by email at firstname.lastname@example.org or directly in one of Agency`s offices.
We would deeply regret your decision to cancel your tour, however we realize that there are many valid reasons that this can happen. In the event of cancellation we will refund any payment made to Agency (in case any cancellation fee if applicable) within 14 days of our receipt of your written cancellation request. The cancellation fee will be calculated as follows:
For a reservation cancelled up to 24 hours before the departure time, full refund will be provided.
In case of cancellations made less then 24 hours before the departure time, no-show or arrival late for your excursion, no refund will be given.
Important: Group tours that include visit to Plitvice lakes have to be cancelled up to 48 hours before the departure time for the full refund to be provided. Those tours are:
Plitvice Lakes group tour
Group TRANSFER Split to Zagreb & Plitvice Lakes
Group TRANSFER Zagreb to Split & Plitvice Lakes
Plitvice Lakes & Rastoke group tour from Zagreb
PRIVATE AND SHORE TOURS
For a reservation cancelled up to 14 days days prior to departure – no charge;
For a reservation cancelled from 14 to 7 days prior to departure – 30% of total trip cost;
For a reservation cancelled from 7 to 2 days prior to departure – 50% of total trip cost
For a reservation cancelled less than 2 days prior to departure – 100% of total trip cost
Customers obligations and responsibilities
Customer must inform us in writing of any medical condition that requires attention or medication before your tour commences. This in particular regarding Customers who join tours which include a lot of walking on uneven surface and require one’s good physical condition.
Customers are obligated to read information and advices about the tour they participate in and to dress according to weather conditions. Agency denies any liability in that case.
During the tour, your tour guide may take photographs and films of you (as part of a group) while you are a passenger and these may be used in our brochures, advertising and publicity material and/or social networks with Customers consent.
All clients joining our tours to other countries (e.g. Slovenia, Bosnia and Herzegovina or Montenegro), including the tour to Dubrovnik, must be in possession of a valid travel document and necessary visas or permits at the commencement of the tour. All such documentation is the sole responsibility of the client. Agency accepts no responsibility or liability whatsoever for the failure of clients to obtain appropriate documentation. No refund will be granted in case of lack or loss of ID documents.
All Agency’s tour include Tourist Accident/Casualty Insurance provided free of charge as part of our package. We still highly recommend that you purchase full coverage travel insurance from you country of origin.
Food is not included in any of our tours. However our tour guides will suggest you restaurants and cafes for certain meals. Agency denies any liability for food consumption consequence.
Under no circumstances can we be held responsible for weather conditions.
The Agency however is not responsible for lost, damaged or stolen luggage or personal belongings during the tour. Lost or stolen luggage is to be reported to the tour guide or to the relevant police station
Shall you feel unsatisfied with any service Agency has provided, please notify your 7×24 hours available travel advisor or Portal day tours Customer care service to avoid the potential for similar problems happening again during your tour e mail email@example.com.
In the event of a complaint or claim for compensation, you can either visit the offices of the Agency or inform us by email (firstname.lastname@example.org), regular mail (Henok doo, Ulica Bana Jelačića 78, 21224 Slatine, Croatia), or fax (+38521885868) in writing within 8 days from the end of your tour. Relevant receipts and substantiating evidence must be attached to the letter of claim. Agency will not be liable for any claims made later than 8 days after the completion of your tour. Agency will respond to your complaint in written at least 15 days after receiving the complaint.
Provisions of these General Terms and conditions do not apply if the parties before conclusion of the agreement on them individually negotiated, and the other party thereby may affect their content like subject and the price of the contract if they are clear, understandable and easily distinguishable.
For package bookings in which our Agency acts as an agent for third parties, specific terms and conditions may apply.
The contents and formats on these websites, with the exception of the parts of text and pictures that have no commercial character and are exclusively meant for the purpose of guest information and the promotion of tourist services in Croatia, are owned by the Agency. The contents may be copied only for noncommercial purposes and for individual use, respecting all copyrights and owner’s rights.
This website has been designed for use within the Republic of Croatia. By accessing this website you are agreeing that the Courts of Croatia will deal with any disputes which may arise between you and us, and that Croatian law shall be the applicable law.