Terms and conditions
Raftrek Adventure Travel
Raftrek Travel Ltd. terms and conditions
Raftrek Travel Ltd. 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. The Client is obliged to read the terms and conditions before booking and confirming.
Reservation and payment
By making an ONLINE reservation/booking via the Agency web page booking system for a packed arrangement (multiday tour), you can choose to pay the full amount at once or you can make a 50% deposit of the tour value no later than 30 days before the departure. The remaining 50% of the amount is due no later than 7 days prior to the departure itself. All payments within 7 days of the departure have to be in full amount. For day activities you have to make 100% of the payment while making an online reservation/booking.
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 the pending status. Since we reserve the right to confirm or cancel your booking due to availability and other circumstances.
All credit card payments are SECURE and PROTECTED with the highest possible levels of security provided by the SSL Certificate and 3D Secure system. If your choice of payment will be by Credit Card, you need to agree to leave your credit card data in Secure Vault even if you have to wait for your booking confirmation.
By paying the first installment and/or by paying a part of the package tour price containing Client’s basic data and information on the program the Client is paying for, the Client shall accept in its entirety, and confirm that all items of these Terms and Conditions have been understood, therefore everything that is written herein shall become legally binding on both the Client and the Agency.
Read more: Payment options
Pricing and content
Within the Agency’s terms and conditions, it reserves 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. 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 if 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, additional transfers, personal spending, and drinks with any meals.
Cancellation of travel within our Terms and conditions
All cancellations must be in writing by e-mail.
1. Active holidays:
If the Client should cancel or abort the travel, all Client’s cancellations must be in writing by e-mail. 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: 0%
- 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: 90%
Failing to make an 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. The written cancellation date shall be the basis for the compensation of cancellation costs. As per the 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 an 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, weather conditions, water levels, other acts out of control by the Agency, special events of interest, and similar. For the Client’s safety and comfort reasons, the Agency reserves the right to alternate programs 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) The 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. Our Terms and Conditions state, 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, or extraordinary circumstances, which could not have been foreseen or avoided, or have occurred immediately. The activity is then rescheduled for a day or two, if possible prior to or after the date booked. If the change is not possible, the payments will be refunded in full.
Insurance within our Terms and conditions
For day adventures and active holiday packages organized by the Agency, Raftrek Travel Ltd. is insured with the EUROHERC OSIGURANJE – the insurance company.
Read more: Insurance policy
The travel prices do not include casualty and disease insurance, the 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, within our Terms and Conditions, it is deemed that the Client(s) has/have thus been advised to take additional health insurance, 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 insurers 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 for processing requested services. Raftrek will not share the information with a third party except for the purpose of carrying out the requested services.
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 consider the refund claims invalid unless the Agency was notified on time. Please send all refund claims to the Agency in writing, 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.
- that you 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, any dietary needs, and/or medications you take
- provide the document which confirms 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 traveling through them
You have the right to judicial arbitration. The Client and the Agency will aim to settle possible lawsuits. If the agreement is not reached, becomes subject to the Zagreb Court’s jurisdiction, under the authority of the laws of the Republic of Croatia.