Terms and conditions
Raftrek Travel Ltd. terms and conditions. Raftrek acting as the Agency, shall guarantee the execution of the travel program. The Client is obligated to provide any information which is required for the reservation process.
Reservation and payment
By making an ONLINE reservation/booking via the Agency web page booking system, you are expected to pay the full amount at once for all ONE DAY products. But for booking a longer trip / Active holiday you have the option of paying 50% deposit of the tour value. Therefore the remaining 50% of the amount no later than 30 days prior to the departure itself.
Some of our products are bookable instantly due to dates and availability. Once you go to checkout and click pay now, you will get a confirmation email, with trip details and your ticket. Some of our trips require confirmation before your credit card gets charged. SO you will receive an email with pending status. Since we reserve the right to confirm or cancel your booking due to availability and other circumstances.
The payment via Agency ONLINE reservation/booking system is done only with Credit Card, if you desire to pay by PayPal or Bank transfer, please contact us directly.
Read more: Payment options
Pricing and content
Within the Agency terms and conditions, it reserve the right to make modifications to the prices made public in case of drastic changes in hotel prices, transport prices and other services.
The prices of programs are listed in EURO. But Hrvatska kuna (HRK) is the official currency in Croatia. The prices in other currencies are liable to exchange rate fluctuations. The price is based on accommodation in two-bedded rooms. Therefore in case you prefer to be alone in the room, you are obliged to make an extra payment for a single room (single supplement).
The package tour price usually includes accommodation and breakfast. Other meals as stated in the trip program and transfers. Also activities contained in the trip program (kayaking, cycling, hiking etc.) with all appertaining equipment and a guide. The prices do not include optional excursions, personal spending and drinks with any meals.
Cancellation of travel
ALL cancellations must be in writing – by e-mail or fax.
1. Active holidays:
If the Client should cancel or abort the travel, all Client’s cancellations must be in writing – by e-mail or fax. The written cancellation date shall be the basis for the compensation of cancellation costs which shall be collected by the Agency as per conditions set forth below (percentage of total arrangement price):
- 30 or more days prior to arrival: 10%
- 29-22 days prior to arrival: 25%
- 21-15 days prior to arrival: 40%
- 14-8 days prior to arrival: 80%
- 7-0 days prior to arrival or no show: 100%
Failing to make appearance and travel without prior cancellation shall entitle the Agency to withhold 100% of the payment made regardless of the reason or reasons for the cancellation.
2. Day adventures:
If the Client should cancel or abort the travel, all Client’s cancellations must be in writing. By e-mail or fax. The written cancellation date shall be the basis for the compensation of cancellation costs. As per conditions set below (percentage of total arrangement price):
- 8 or more days prior to arrival: 0%
- 2-7 days prior to arrival: 50%
- 1 day prior to arrival or no show: 100%
Failing to make appearance and travel without prior cancellation shall entitle the Agency to withhold 100% of the payment made regardless of the reason for cancellation.
Agency cancellation policy
The active holiday day-to-day itineraries are subject to change depending on group abilities and preferences. Also weather conditions, water levels, other acts of God, special events of interest and similar. For Client’s safety and comfort reasons, the Agency reserves the right to alternate program without prior notice. In case of major changes or cancellations of a specific program booked by the Client, the Agency will advise the Client as soon as possible and provide the following options:
a) Client may accept a new departure date or destination
b) Client may accept a replacement package/excursion of equivalent or closely similar itinerary
c) Client may cancel his/her booking altogether and receive a full refund of the money paid
Inform your booking contact person of your decision within 7 days of the offer. If the Client does not, the Agency will book a replacement package/excursion.
Extreme weather conditions
We reschedule the activity in case of extreme weather conditions, extraordinary circumstances, which could not have been foreseen or avoided. Or have occurred immediately. The activity is than rescheduled for a day or two. If possible prior or after the date booked. If the change is not possible, the payments will be refunded in full.
For day adventures and active holiday packages organized by the Agency, Raftrek Travel Ltd. is insured with the EUROHERC OSIGURANJE – insurance company.
Read more: Insurance policy
The travel prices do not include casualty and disease insurance, risk of damage and baggage loss insurance. Nor do they include voluntary health insurance. By making the payment for an excursion or a package tour, it is deemed that the Client(s) has/have thus been advised to take additional health insurances. Which can be purchased directly at an insurance company of one’s own choice.
According to the Tourism Services Act, the Agency shall have a signed agreement with the insurer. Against liability for damage caused to the Client by failing to meet obligations relating to the package tour.
Personal information security
We request personal information from all our guests at own free will. Hence we require it for processing requested services. Due to Raftrek terms and conditions will not share them to a third party except for the purpose of carrying out requested services. If you request insurance, your booking contact will pass the personal information on to the insurance company.
Complaints and refund claims
Please contact your tour leader/guide or representative immediately if the tour services are incomplete or executed below standard. In order to find a satisfactory change. We will considered the refund claims as invalid unless the Agency was notified on time. Please send all refund claims to the Agency in written. Within 7 days of the completion of the trip.
The Client is entitled to compensation in the amount of real value of services that have not been provided. All and any possible disputes shall be settled at a Zagreb based court.
PLEASE DOUBLE CHECK:
- Have valid travel documentation
- Respect all customs and foreign exchange regulations of the destination country
- Advise the Agency of any form of disability or impairment
- Provide the document which confirm payment of service (voucher, bank receipt or other received by e-mail)
- Inquire whether you require a visa for Croatia, as well as neighboring countries if travelling through them
You have the right to judicial arbitration. The Client and the Agency will aim to settle possible law suits. Agreement not reached, become subject of the Zagreb Court jurisdiction. Under the authority of the laws of the Republic of Croatia.