Terms of Service

TERMS OF SERVICE

These General Terms and Conditions for Travel Arrangements are an integral part of the Contract, i.e. the invoice that has the power of contract (and the voucher as the final document enclosed by the agency to the traveler), regarding the tour arrangement concluded between:

Royal Dalmatia d.o.o. – travel agency, PIN: 23488255473, A.G. Matoša 1, 21000 Split (hereinafter: the Agency) and the contractor of the travel (hereinafter: the Traveler) who signs up for a tour arrangement.

All data and terms listed in the programme, as well as in these General Terms and Conditions, are binding both for the Agency and the Traveler.

BOOKING

Clients may book tours organized by Royal Dalmatia d.o.o. via phone, email or other means of remote communication, or via other authorized agents.

POLICY PRIOR TO ARRANGEMENT – Since our arrangements are client-specific, we need to make sure that your proposal is serious before our team starts to create an arrangement for you. To start working on your proposal, we require a minimum down payment, a nonrefundable service charge which covers our handling fees. Once you book a trip with Royal Dalmatia, we are happy to credit the service charge to your total invoice price.

DISCLAIMER – Royal Dalmatia d.o.o. cannot be held responsible or liable for any injury, loss, damage or delay arising out of or in connection with any act, omission, neglect, accident, error or default made by any persons providing these services. Royal Dalmatia also cannot be considered responsible for any alternation of the itinerary, should such alterations become advisable or necessary for the sake of safety and/or wellbeing of the client(s). Royal Dalmatia cannot be held accountable for costs or other liabilities associated with any act of terrorism, war, accident, weather or any act of God.

CLIENT RESPONSIBILITIES – It is your responsibility as a client to ensure that you bring a valid passport and visa (if applicable) needed to visit the planned destinations. We can help you in the process of acquiring said documents. Please consult your physician before travelling to ensure that you are healthy and up-to-date with any required vaccinations. Make sure you have travel insurance before your trip.

MEANS OF PAYMENT

Cash or credit card for domestic payments – bank payment slip, e-banking

Bank transfer from abroad

PAYMENT OPTIONS

The payment of entire amount for excursions and transfers can be made on the spot in the Agency, through authorized agents, representatives of Royal Dalmatia or online.

When Clients make reservations for private tours/tailor-made tours/boat rentals, they are required to pay 30% of the total price within 7 days in order to confirm the reservation. The rest of the amount (70%) has to be paid 30 days before the commencement of the service (private tour/tailor-made tour/boat rental) to the Agency.

IMPORTANT

Be advised that this quote is based on current exchange rates and may change due to fluctuations in exchange rates. Depending on the prevailing exchange rate at the time of the final payment, the price may increase or decrease accordingly. This is only a quote and all services are subject to availability.

CANCELLATION POLICY

The Client has the right to cancel the tour. If the Client cancels the reservation/service purchased within 24 hours before the start of the tour, they are not entitled to a refund of the money paid for the tour.

If the Client does not show up on the departure day of the tour (which they had previously paid in its entirety), or fails to announce their arrival (within 24 hours before the departure), they are not entitled to a refund.

When it comes to the situations in which:

• a group (5 people or more) purchased any of our services and cancelled the latter in one of the following periods
• a client booked a daytrip/private tour or rented a boat with a skipper and cancelled the reservation within the following periods, they have to pay:

50% of the full rate if the cancellation was made up to 30 calendar days prior to the start date of the accommodation services

100% of the full rate if the cancellation was made within less than 30 calendar days prior to the start date of the accommodation services

In cases of cancellation after arrival, the service provider keeps 100% of the total cost

TOUR CANCELLATION OR CHANGE OF PROGRAMME BY ROYAL DALMATIA d.o.o.

Royal Dalmatia d.o.o. reserves the right to change the route due to unfavorable sea conditions or any weather conditions that could endanger passengers. The final decision is made by the captain/skipper for the benefit of all passengers.

COVID-19 CANCELLATION POLICY

Royal Dalmatia d.o.o. guarantees full refund in the following cases:

• The Croatian border or the border of the country from which the tourist is coming is closed
• If a quarantine of 7 days or more is required by the government for travelers returning from Croatia

Change of dates is possible in cases in which the Client is unable to come due to Covid-related issues (lockdown or closed borders, positive PCR test).

TRAVEL DOCUMENTS

Royal Dalmatia d.o.o. shall send a voucher to the Client via e-mail upon receipt of the booking confirmation or after the Client has purchased the service online. The Client is required to present the received voucher in printed or electronic form before using the service booked.

When buying the service at points of sale, the Client is obligated to keep the receipt which serves as a credible document for the tour.

SERVICE USE AND ENJOYMENT

Services contained in the order listed on the voucher may be implemented as follows:

• The voucher serves as a confirmation and ticket for the selected tour, transfer or any of the products supplied by the Agency.
• The Client shall present the voucher to the agency representative upon arrival at the place of boarding for the transfer, tour, or recollection of the products supplied by the agency. The voucher can only be used once.
• Reissuing vouchers in case of loss of the latter shall be carried out in accordance with the Terms and Conditions upon the Client’s request. In that case, the Client has to contact Royal Dalmatia d.o.o. and place a request for reissuing the voucher.

PAYMENT INFORMATIONS

Credit card payments are carried out via secure Borgun connections.

Credit card numbers are not stored on our website and are not accessible to unauthorized persons.

CREDIT CARD PAYMENT SECURITY, CONVERSION STATEMENT AND PROTECTION OF INFORMATION

The Client can make a payment for their online reservation using the following credit and/or debit cards: MasterCard®, Maestro®, Visa® and Diners®. The card is charged right away by Royal Dalmatia d.o.o. upon transaction.

The credit card is charged in Croatian kunas (HRK). The amount of Croatian kunas which will be charged to the Client’s credit card corresponds to the same value in euros at the rate established by the price lists (middle rate of the Croatian National Bank). Credit card companies charge your card based on the conversion rate between your local currency and Croatian kunas, using the exchange rate valid in your country. Accordingly, there are possibilities of minimal deviation of prices in euros highlighted on our website.

INFORMATION AUTHENTICITY AND ACCURACY

You can find general information on tour providers/tourist services and the associated services/products, and carry out their contracting and purchasing on our website. Royal Dalmatia d.o.o. is obliged to take all measures to provide correct and quality information to its clients. Royal Dalmatia d.o.o. collects all the information, data and images related to a particular service/product from service providers and assumes no responsibility for errors and/or omissions in this or any other part of the website.

ACCEPTANCE OF TERMS AND CONDITIONS

By confirming the reservation, the Client states that he has read, understood and accepted the Terms and Conditions of Royal Dalmatia d.o.o.

COMPLAINTS

The Client has a right to complain with regard to the unfulfilled contractual services. In such cases, they are required to file a written complaint to Royal Dalmatia d.o.o. no later than to seven days before the tour. Complaints filed after these seven days will not be taken into consideration. We emphasize that it is in the interest of passengers to act in good faith and express the desire to resolve the complaint during the tour. If they file a written complaint to the service provider on the spot, the latter is obligated to issue a written confirmation that the complaint has been received. The agency shall make a written decision on the complaint within 14 days of receipt, and in the same manner in which the complaint was received (e-mail, mail or hand delivery: the latter shall be answered by mail and include the return receipt). If Royal Dalmatia has indeed failed to meet the prerequisites of the programme or part of the service, the Client is entitled to compensation in the amount of the actual value of the unused services and this cannot include services already provided, or the total amount of services/products.

NOTICE ON FILING CLIENT’S COMPLAINTS

We inform our clients that complaints regarding the quality of our services can be submitted in writing to:

Royal Dalmatia d.o.o.

A.G, Matoševa 1

HR 21000 Split

or e-mail: info@royal-dalmatia.com

You will receive a response to your complaint in writing within 15 days of receipt of the complaint. Required information: name and surname of the person filing the complaint, the proper address for the submission of responses.

OBLIGATIONS OF ROYAL DALMATIA D.O.O.

Royal Dalmatia d.o.o. undertakes to take care of providing services and the selection of service providers in accordance with the best business practices, as well as the client’s rights and interests in compliance with the best tourism practices. Royal Dalmatia d.o.o. undertakes to provide the client with all the contracted services for a particular package, and to provide answers in case of possible failure to perform the services in part or in full. Royal Dalmatia d.o.o. shall fulfill all the obligations stated in its programme fully and as described, except in the event of force majeure or change of circumstances. In such cases, Royal Dalmatia d.o.o. shall offer a substitute solution if possible. Royal Dalmatia d.o.o. is not obliged to provide services beyond these Terms and Conditions.

CLIENT’S OBLIGATIONS

Client undertakes to meet the conditions anticipated by the Republic of Croatia’s laws and regulations, as well as those of the country of departure, to comply with the house rules in the hotel and other facilities, and to cooperate with the representative of the organizer and service providers. The Client is personally responsible for any damage caused, particularly for the damage that are the result of the failure to comply with the contract and these Terms and Conditions. The Client shall cover the incurred damages immediately at the hotel front desk and/or at another place stipulated by the physical or legal entity who suffered the damage.

FINAL

These Terms and Conditions are an integral part of the Contract that the Client enters into with Royal Dalmatia d.o.o., i.e. an authorized tourist agency through which they booked the tour organized by Royal Dalmatia d.o.o. Possible/anticipated deviations from these Terms and Conditions must be stated in the text of the tour programme; if dealing with tour operators – international travel organizers. By signing the contract, the Client fully accepts the programme and these Terms and Conditions. The present issue of these Terms and Conditions makes all previous versions null and void.