General terms

On this website users to research, find, and book accommodation, tours, boat charters, ground services, and other travel services in Croatia (Dubrovnik, Hvar, Split, Zagreb area) and Montenegro. The purpose of the website is to assist customers in searching and booking reservations for products listed on web site.  On this page, you can read about our general terms and cancellation policies. 

Note : by confirming your reservation you have agreed with our general service terms.

adriaticGlobal.Net is an online travel agency that enables users to research, find, and book accommodation, tours, boat charters, ground services, and other travel services in Croatia (Dubrovnik, Hvar, Split, Zagreb area) and Montenegro. The purpose of this website is to assist customers in searching and booking reservations for products listed on web site.  On this page, you can read about our general terms and cancellation policies. Note : by confirming your reservation you have agreed with our general service terms.

 

OFFER
 

All services from the agency the program offers are published on
www.tendo.hr website according to described standards and contents. The agency
gives guarantees for the authenticity of pictures and information from its own offer, as well as for the
conditions under which certain service is offered.
The standards of meals and other services etc. in certain places and countries are variable and are not
commensurable.
The information that traveler receives at other selling spots will not oblige adriaticGlobal.Net
agency more than information published on our website pages. adriaticGlobal.Net oblige to provide
to the Passenger/Client every chosen service from its own program according to data and terms
published on the official agency website and partner sites (viator.com, getyourguide.com) and in line with the description and the time period of a confirmed reservation, except in case of illness or death of service provider or his closest family, natural disaster or exceptional circumstances (war, strike, terrorism, riots, sanitary disorder, government intervention, etc.). 

This document describes general terms between the client and the agency. In some occasions, the agency and client can agree on other terms of service and in that case, signed agreement terms between the client and agency apply.

Partners offer

Agency offers services listed on this site through partners and partner channels such as :
viator.com / tripadvisor.com
In case you have booked our services through our partners or our partner's channels, then partners' privacy, payment terms, general terms, conditions, and cancellation policy applies

 

REQUESTS AND RESERVATIONS

The applications for reservation of service from the agency offer program are to be submitted
in electronic form, email, or the template available at the agency, in the
office or authorized representatives’ offices.

During the application, the client confirms that he is familiar with the current "General terms" of services and also that he accepts them. That way, everything written in "General terms" becomes obligatory for the client as well as for the agency. 

While applying, the client is obliged to fill in the form with all required information, i.e. during
application in our office or our representatives’ office to show all required documents necessary to
carry out the prescribed procedure. The agency does not take responsibility for the authenticity of
the information provided by the client during the application. Our privacy policy you can read here.

PAYMENTS AND CONFIRMATIONS

In order to confirm the reservation Passenger/Client is may be asked to pay a deposit (accommodation) or in advance the full amount (other services) via bank transfer, online payment processing gateway, or PayPal of the service or furnish a guarantee for deferred payment under an agreement for payment
method and dynamics (Confirmation by letter of guarantee by credit card). If the client is asked to pay a deposit he is obligated to process payment accorded the agreed time.  By payment of the
reservation, the client confirms that he is fully aware of all characteristics and terms under
which certain service is offered and the agency is obligated to provide the exact service published on the agency website. 
Payment via our online payment gateway
When you submit an inquiry/reservation for a Product (Excursion, Accommodation, Charter, Transfer, etc..) through our website after your confirmation of reservation we will send you a link to the our payment gateway where we collect your payment information and processes your payment. Currently, we accept the following credit cards: Mastercard, and Visa. Full payment by credit card is required to confirm a reservation. 
Confirmation by letter of guarantee by credit card
Letter of guarantee by Credit card authorization will be kept in our agency as a guarantee that the client will attend reserved services! Once the client meets with our agent at the agreed time and place of the meeting, a Letter of guarantee by credit card authorization will be returned to you to be canceled and you will make full payment to our agent!
Canceling a confirmed booking can result in cancellation fees being applied by the agency. When canceling any booking you will be notified via email of the total cancellation fees.

THE SERVICES COSTS

The cost includes basic services as it is described against every single service on
 the web page. In case the price list of a particular service is not available on
the official website of the agency, the price list will be delivered to
the client upon request! Additional services are those that are possible but not included in the cost
of basic service, and are charged additionally. Additional services should be specifically asked for
during reservation and are upgraded on basic service cost. They are also separately displayed in the final
estimation. Optional services are those provided by an agency as a part of certain
programs, but the Passenger / Client has a choice to use them or exclude them during the program. The
costs of all services the program offers are declared in EUR or a particular currency
equivalent. The agency keeps the right of cost modification due to exchange rate alternation.
If the exchange rate alternation has befall before confirmation of reservation (advance payment)
The agency will inform the Passenger/Client about cost modification. In case of already
confirmed reservations agency guarantees fixed costs. If there are more kinds of discounts
for certain services, the one most beneficial to the Passenger/Client will apply.

Price quotations are subject to change without notice, until a booking has been confirmed.
Unless otherwise specified, prices do not include any local taxes or use fees, including foreign departure, security, port charges, park fees, customs, immigration, agricultural, passenger-facility charges, or international transportation tax.
Prices do not include tips/gratuities to tour directors, drivers, boat skippers, crew, or local guides; passport and visa fees; baggage and personal insurance; any items of a personal nature; taxes or duties; and any beverages or food not specifically listed under "Including" on the product pages of the agency
Fuel surcharge for the boats
Fuel surcharge for the boats can be presented in two ways : 
Calculated with confirmed service cost (price) 
Presented as extra service costs to be paid after tour checkout 
Presented as APA charter expenses 
Fuel surcharge might vary under heavy sea conditions or itinerary detours 
Each client will be informed of boat fuel surcharge costs and how they are calculated. The agency keeps the right to recalculate fuel surcharge costs if fuel liter  had risen more than 10% by the Croatian Government

INVOICES
 

Invoices are issued in the Croatian language, with prices in euros, according to Croatian law.

INSURANCE

adriaticGlobal.Net offers the possibility of offering the following travel insurance which contains:
For the accommodation (hotels, apartments, villas, rooms) :
Health insurance for travelers during their stay in Croatia
Accident insurance
Insurance from travel canceling
Luggage insurance
Insurance from yacht charter/speed boat charter canceling
If the Client inquires about the travel insurance he is obliged to indicate it during reservation. He will be
introduced to the costs of insurance company services and adriaticGlobal.Net agency procurement fees.

Services Insurance

Insurance for the services (transfers, excursions, boats, yachts) such as insurance from injuries by
car/vehicle or boat accident or crash are fully covered by car/vehicle or boat insurance policy issued
by Croatian insurance companies according to Croatian law. Travel canceling insurance and luggage
insurance are not covered with Insurance for the services.

Yacht, sailboat, and speed boats charter insurance
If the Client inquires about the charter insurance due to charter cancellation he is obliged to indicate it during reservation. He will be introduced to the costs of insurance company services and adriaticGlobal.Net agency procurement fees.

 

AGENCY RIGHT TO CHANGES AND CANCELLATION

Force Majeure / Superior force

Agency keeps the right to change or terminate the reserved service in case of
circumstances that can not be predicted, avoided, or eliminated (force majeure, such as a war, strike,
riot, crime, or an event described by the legal term act of God (hurricane, flood, earthquake, volcanic
eruption, etc.), prevents one or both parties from fulfilling their obligations).

Boat engine or vehicle engine breakdown
In case of boat engine or vehicle engine breakdown Change of reservation service terms apply.
In any case of a boat engine or vehicle engine breakdown during the use of the service, the agency will do all the
best to find the quickest possible solution and offer a full money refund or reschedule the service to the
next day.

Change of service due to weather conditions

The agency keeps the right to change the reservation of service due to weather conditions. If the agency realizes that
use of service due to the weather conditions will lead to loss/damage to the boat or vehicle or
hazardous service agency will offer a change of service free of charge. Change of service might be rescheduled for the next day or change of utility used to complete the service, examples as :
Due to heavy sea conditions sea transfer cannot be performed. We will offer the client the use of a vehicle
instead boat for transferring by land instead sea transfer.

Change of reservation or service

The change of reserved service is possible only if the Client agrees and the service is of the same or higher
quality standard, and by the price confirmed during reservation. If an alternative service is possible only
at a higher standard and by a price of up to 10% higher than the original one, adriaticGlobal.Net keeps the
right of charging the rest upon consultation with the Client. In case that adriaticGlobal.Net agency can not
offer the alternative, and the Client is not compliant with the price increasing more than 10%,
adriaticGlobal.Net keeps the right to cancel the reservation in which case the agency guarantees a full
refund.

 

TRAVELER/CLIENT RIGHT TO CHANGES AND TERMINATION
(CANCELLATION POLICY)

If the Traveler/Client wishes to change or terminate the reservation after the advance payment or
provided a guarantee of payment to the agreed dynamics and method of payment, he has to do it in
written form (email, regular mail).
The change will be considered every alternation in the number of persons, the date of the beginning
and/or ending of the service, which has to be done at least 15 days prior to the start of service. Every change
made within 15 days or upon the start of the reservation will be considered a termination of the reservation. The
first change will be free, if possible. Next changes will be charged 95 € per change. In case a
reservation change is not possible, and the Client cancels the confirmed reservation due to that
reason, the conditions mentioned below will apply.
The calculation of the expenses due to termination will be made on the basis of the date when
written termination notice is received, and will include:

FOR THE ACCOMMODATION (HOTELS, APARTMENTS, HOUSES, VILLAS, ROOMS)

The total amount with the moderate cancellation policy
In case the Client cancels the reserved service at any point in time, the agency will charge 20% of the total value. The remaining amount will be returned to the Passenger/Client at the Client’s expense!
In case the Client cancels the reserved service 30 to 16 days prior to the beginning of the service, the agency will charge 50% of the total value. The remaining amount will be returned to the Passenger/Client at the Client’s expense!
In case the Client cancels reserved service 15 to 7 days prior to the beginning of the service, the agency will charge 70% of the total value. The remaining amount will be returned to the Passenger/Client at the Client’s expense!
In case the Client cancels reserved service 6 to 1 day prior to the beginning of the service, the agency will charge 100% of the total value. The remaining amount will be returned to the Passenger/Client at the Client’s expense!

In case the Client cancels the reserved service on the day of the service (NO SHOW), the agency will charge 100% of the total value.
Deposit with advance and remaining amount without cancellation policy and best available rate
40% seven days after confirmation of tour. Rest of the amount (60%) seven days before accommodation check-in.
Deposits are usually non-refundable. If you pay a deposit and then change your mind, there is no refund.

* for accommodation (apartments, villas, and hotels) there is no availability for refund or change of date of service. 

FOR SERVICES: EXCURSIONS (DAY TOURS AND PRIVATE), GROUND TRANSFERS, DAILY BOAT TOURS, SPEED BOAT, AND MOTOR YACHT HALF-DAY AND FULL-DAY RENT, AND PRIVATE MOTORBOAT TRANSFERS
The calculation of the expenses due to termination will be made on the basis of the date when
the written termination notice is received:

30 days before service check-in: full refund.
>3 days before service check-in: 50% refund of confirmed price.
3 - 1 or before service check-in or no show: no refund.
If the reservation is canceled due to force majeure (superior force), the agency keeps the discretion right to calculate the termination expenses according to the presented evidence.

In case of client illness, physical condition, accident, or injury prior to service start agency will be in good
manners offer :
The service reschedule to the next day.
If the client is unable to accept rescheduling agency will return the full amount to the client or if
client has signed a Letter of Guarantee by credit card for confirming service use, no charge will
be made for cancellation.
If the client is unable to accept rescheduling agency will return the full amount to the client or if
the client has signed a Letter of Guarantee by credit card for confirming service use, no charge will
be made for cancellation.
Cancellation due to weather conditions for services on the sea (boat rent, excursions except for boat transfers)

 

In case of bad weather, choppy sea conditions, heavy rain with strong wind, heavy sea conditions
we will offer service reschedule to the next day.

If the client is unable to accept rescheduling agency will return the full amount to the client or if
client has signed a Letter of Guarantee by credit card for confirming service use, no charge will
be made for cancellation.

Weather forecast monitoring (For : Tours at sea, boat tours, yacht charter)

Our boat (yacht, sail, speed, and tourist boat) department, during the nautical season, is constantly monitoring the weather forecast and
in any notice of bad sea conditions, we are informing our clients.

FOR YACHTS, SPEED BOATS, SAILBOATS, PRIVATE BOAT TRANSFERS, AND BOAT CHARTER SERVICE
 

Yacht chartering is the practice of renting, or chartering, a sailboat or motor yacht and traveling to various coastal or island destinations with a skipper/crew or bareboat usually on a week period basic (from Saturday till next Saturday). 
 

CHARTERS AND BOAT RENTALS

Deposit with advance and remaining amount without cancellation policy
Yacht charters with MYBA : according to the signed MYBA contract
Yacht charters without MYBA : according to the signed contract
Boat rentals : according to the signed contract
In case there is no contract, the cancellation will be proposed in an email with the reservation ID. 
If the reservation is canceled due to force majeure, the agency keeps the discretion right to calculate the termination expenses according to the presented evidence.

In case of client illness, physical condition, accident, or injury prior to service start agency will be in good
manners offer :

Charter period reschedule (if the confirmed boat is not available on rescheduled dates we will
offer a similar boat as a replacement).

If the client is unable to accept rescheduling agency will not return the full amount to the client or if
the client has signed a Letter of Guarantee by credit card for confirming service use, and full charge
will be made for cancellation.

For all services priced more than 5000 EUR if the reservation is canceled due to force majeure,
the agency keeps the discretion rights to calculate the termination expenses
according to presented evidence and ask a Client for proof of concept 
 

MYBA Agreements
What is MYBA

MYBA The Worldwide Yachting Association is an internationally renowned professional organization, founded in 1984, whose Members are involved at all levels within the Superyacht Industry.  Members of MYBA are widely represented in all fields of brokerage, charter, technical management, and construction of large yachts.
All charter agreements may apply and be signed under MYBA conditions. In that case, all conditions from the MYBA agreement between OWNER and CHARTER apply.

FOR RELOCATION FEES, FUEL, AND PROVISION

In case the Client (as Charterer) cancels the yacht charter service which includes the Relocation fee and provision following terms apply :
For the Relocation fee / Fuel: if the boat is underway agency will charge 100% of the total value, and if the boat is not underway agency will return the full amount

For the provisions: if the provision (food & beverages) for the boat charter is left the warehouse agency will charge 100% of the total value, another way we will return the full amount.

AGENCY OBLIGATIONS

Obligations are taking care of the choice of the service provider as well as managing the services in line with good economic practice and protecting of rights, privacy, and interests of the Client according to good tourist practice. adriaticGlobal.Net carries out all obligations completely and as it is described, except in case of force majeure.

CLIENT OBLIGATIONS

Have valid travel documents  (all parties in the group)
Children are welcome on all services offered (if not stated otherwise) but it should be noted by parents that extra care and attention of the parents are needed especially when the vessel/vehicle is in motion, attraction & venues exploring.
Respect customs and currency regulations of the Republic of Croatia as well as of the states he is visiting.
Follow the instructions of authorized personnel of the agency (especially on boat tours, excursions, transfers, and charters) and cooperate with service providers in good faith.
Inform the agency about the eventual delay to arrive at the departing/collecting location at
the estimated time. Upon departure give the payment receipt to a service provider (reference/voucher received by mail or email after payment of reservation/service/s)
It is a Client's obligation to ascertain whether a visa is required for a certain state. All possible
expenses occurred as a result of non­compliance with aforesaid obligations Passenger/Client defrays to
the agency and is responsible for the claim done.
Print, read and sign the contract (if any, for example, the MYBA Yacht charter contract).

LUGGAGE AND CLIENT GOODS LOST

The agency is not responsible for the baggage lost, ruined, damaged, or stolen during the travel
(travel insurance which includes baggage insurance is recommended, or rent a safe in case of
positions of greater value, if there is such a possibility). Lost or stolen baggage is to be reported to the
service provider and authorized police station.

 

PASSENGER/CLIENT EVALUATION AND COMMENTS ON SERVICES PROVIDED
With aim of the service enhancement and communication improvement between the
Passenger/Client and adriaticGlobal.Net agency, adriaticGlobal.Net has inducted a special questionnaire
for impressions which can be filled in after service has ended. There are questions in it regarding the quality of service provided by the agency and service provider. Passenger/Client has agreed and has entitled adriaticGlobal.Net agency to if necessary publish comments on an official Internet site, no matter the content. That way Passengers/Clients can have a more realistic insight into services.

 

DEALING WITH RECLAMATIONS
Every Passenger/Client ­voucher bearer has the right of reclamation due to unperformed service. If the
bought services are completely or partially unperformed, the Passenger/Client can ask for compensation
by the written complaint. Every Passenger/Client­ voucher bearer submits the complaint separately.

Reclamation procedure:

If the Passenger/Client is unsatisfied with the product or service from
adriaticGlobal.Net program offer, Passenger/Client is obliged to inform adriaticGlobal.Net agency and
indicate the reason of dissatisfaction on the telephone number (+385) 20 313 031.

Refunds
adriaticGlobal.Net will try to find out the reasons for dissatisfaction verbally. If the solution can not
be found that way adriaticGlobal.Net obliges to send the representative to the place of reclamation in
the shortest notice. The complainant is obliged to wait for a representative of the agency on a certain place at
the agreed time. In case that it is not possible to contact the agency, the Passenger/Client is
obliged to make a reclamation to the service provider. To all parties involved in reclamation is strictly
forbidden to remove the causes of dissatisfaction or make changes with the aim of palliation.

Cooperation between agency and client(s)
The Passenger/Client is obliged to cooperate with the agency representative in good
faith in order to remove the causes of reclamation. Upon arrival on the spot adriaticGlobal.Net agency
representative will check all the entries of the reclamation by inspection of the de facto situation. If the
problems can not be solved agreeably, the determined situation will be described by adriaticGlobal.Net
representative in a document called "Minute reclamation check" (mentioned as "Minute" further on)

The minute reclamation check
"The Minute" may contain photographs of the determined situation taken by the client, agency representative or agency staff. As a sign of acceptance "The Minute" will be signed by an adriaticGlobal.Net agency representative and
Passenger/Client. In case the determined situation matches the complaints, reclamation is considered justified.

NOTES:
Safety is the most important thing for our clients. For that reason, the spot of complaints will be done after the tour/service checkout.

SUPPLEMENTAL SERVICES:
During our service users, we are providing a lot of supplemental services to our clients such as professional tour guides, visiting museums in attractions, restaurants, etc... Constantly we are doing inspection trips and direct at-place provider checking, so in most time we can guarantee 100% for our service providers, but in some occasions, variations may apply due to provider occupancy, weather, road, and sea conditions.

REMOVING CAUSES OF CLIENT DISSATISFACTION
If justified causes of dissatisfaction can not be removed, adriaticGlobal.Net will in a good manner offer
an appropriate alternative to the Passenger/Client, recovery service, or refund as agreed with the passenger / Client.
adriaticGlobal.Net must not offer a service of less value than claimed service as an alternative. If the
Passenger/Client on the spot of complaint refuses to accept the offered solution adriaticGlobal.Net,
the agency is not obliged to accept later complaints, respectively, if there is an appropriate alternative
The passenger/Client is obliged to accept it. If the causes of the complaint are justified, the solution of reclamation will be considered if the causes are removed. If the acceptable solution can not be found the Passenger/Client keeps the right to cancel the reservation without the calculation of cancellation costs only after “The Minute” is written.
If the complaint is unjustified and the Client goes from the place of service he loses the right of afterward complaint and refund. In case if justified reasons for dissatisfaction are not removed, 14 days upon coming back from vacation at the latest the Passenger/Client is obliged to send additional complaints by mail to :

Tendo d.o.o – Andrije Hebranga 106A, 20 000 Dubrovnik, Croatia. 

The agency is obliged to issue a written decision on additional complaints within 14 days of receiving the complaint.
The decision can be delayed for additional 14 days at most only in case when more information is
needed and additional checks are required. The agency is obliged to inform the Passenger/Client in writing about the time extension. The agency is dealing only with complaints whose cause could not be removed in the place of service. The Passenger/Client will give up the agent, arbitrage of the Croatian Travel Agency Association, and the court as well as giving information to the means of public information until the agency makes a decision.

The agency can determine whether an additional complaint is justified or not depending on the circumstances and facts from “The Minute” as well as on the basis of proof (photographs, video) If the complaint is found unjustified all eventual costs caused by reclamation will be billed to the Passenger/Client. The highest fee can be equal to the part of services, on which reclamation is made at most, but can not include services already used or the overall cost. With this, the Passenger/Client's right to return of ideal claim is excluded. The agency is not responsible for the contents that are not included in the reservation such as weather conditions, traffic conditions, street works, inappropriate behavior of other passengers as well as all other similar situations and events that might be unsatisfactory to the Passenger/Client, and not under the jurisdiction or control Agency.

THE COURT JURISDICTION
If the Passenger/Client is not satisfied with the decision of additional complaint he may complain to
arbitrage of CTAA or the Court. In case of a lawsuit, the commercial court in Dubrovnik has jurisdiction.
The law of the Republic of Croatia applies.

Last document update: 29.11.2023