Terms & Conditions

GENERAL

These conditions define the procedure for ordering, payment, delivery, return and reclamation of products, copyright protection and general business provisions when purchasing products/services offered on this website. The Agency is Terra Travel d.o.o, OIB: 73602321366 and the Client is the person who purchases a product/service offered on this website.

RESERVATION & 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 the products. Once you go to checkout and click pay now, you will get a confirmation email, with trip details and your ticket.

The payment via Agency ONLINE reservation/booking system is done only with Credit Card, if you desire to pay by Bank transfer, please contact us directly.

Monri WSPay Usage Statement

Visit Zadar Region uses Monri WSPay for online payments.

Monri WSPay is a secure system for online payments, real time credit and debit card payments, and other payment methods. Monri WSPay ensures the buyer and the merchant with the secure card data entry and transfer, which is also confirmed by PCI DSS certificate. Monri WSPay uses 256-bit SSL encryption and TLS 1.2 cryptographic protocol as the highest protection standards for data entry and transfer.

PRICING AND CONTENT

The prices of our tours are in EUR, VAT is included. The agency reserves the right to make modifications to the prices made public in case of drastic changes in transport prices and other services. The traveler is obliged to accept an increase in the agreed price of up to 10%. If the increase in the agreed price is more than 10%, the traveler has the right to cancel the arrangement, provided that they inform Terra Travel in writing within 2 business days of receiving the notice. In the event of cancellation, the traveler is not entitled to compensation for damages. If the traveler does not inform Terra Travel in writing within the specified period, it is deemed that they agree to the price change.

CANCELATION OF TRAVEL

ALL cancellations must be in writing – by e-mail.

If the Client should cancel or abort the booked tour, all Client’s cancellations must be in writing by e-mail. If the cancellation is made up to 24 hours in advance of the planned start of the trip, a full refund will be offered. Failing to make an appearance without prior cancellation shall entitle the Agency to withhold 100% of the payment made regardless of the reason for cancellation.

Agency cancellation policy

Our tours itineraries are subject to change depending on group abilities and preferences but 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 change the 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

 

It is your duty to inform us about your decision within 7 days of the offer. If the Client doesn`t do that, the Agency will book a replacement tour.

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 – prior or after the date booked. If the change is not possible, the payments will be refunded in full amount.

 

INSURANCE

All Terra travel d.o.o Ltd. tours include an insurance policy made by Triglav insurance company.

LIABILITY INSURANCE

In accordance with the Law on Provision of Tourism Services, Terra Travel has signed an insurance policy with Triglav Osiguranje d.d. for liability insurance for damage caused to the traveler by non-performance, partial performance, or improper performance of obligations, policy number 990007042858. The agency's employees will inform the Client about the contents of the valid Liability Insurance Policy that Terra Travel has signed for any non-performance, partial performance, or improper performance of obligations related to a package arrangement, and the Client confirms, by signing the Travel Agreement, that they are aware of the contents of the aforementioned insurance policy.

COMPLAINTS AND REFUND CLAIMS

 The passenger has the right to make a complaint due to non-fulfillment of the contracted service. The passenger is obliged to submit a written complaint to Terra Travel within 8 days from the end of the trip. Complaints submitted after the 8-day period will not be considered. It is emphasized that it is in the passenger's interest to act in good faith and express a willingness to resolve the complaint during the trip and to submit their written complaint to the service provider on the spot (reception, carrier, catering establishment or travel agency at the destination) and request a written confirmation from the service provider that they have received the complaint. Each passenger - the contract holder submits a complaint separately. Terra Travel will not consider group complaints. Terra Travel is obliged to provide a written solution to the complaint within 15 days upon receipt of the complaint, in the manner in which the complaint was received (by e-mail, mail or personal delivery, to which a written response will be sent with a return receipt). Terra Travel will only handle complaints for which the passenger provides proof that they have submitted a written complaint to the service provider on the spot and that the cause could not be rectified on the spot. If, due to Terra Travel's fault, the program or part of the services are not fulfilled, the passenger has the right to compensation in the amount of the actual value of the unused services, and it cannot include already used services or the entire amount of the arrangement.

ARBITRATION AND COURT JURISDICTION

The parties agree to settle any possible disputes amicably. If this is not possible, in case of a dispute, the court in Zadar shall have jurisdiction and Croatian law shall apply.