Last updated: 7 December 2017
RealCroatia (collectively, the “Site”, “Website”) is an online service that enables users to research, find, and book all kinds of travel experiences throughout Croatia. RealCroatia is operated by Real Experience d.o.o. and its corporate affiliates (collectively, "us", "we" or "the Company").
The Site offers a variety of tourist packages, accommodations, excursions, activities, tickets and other services (collectively “products”, “tourist services”) made available by us or our partners/suppliers.
Whether you are an experienced traveler and/or Internet user or just a beginner, our aim is to offer you a friendly interface and quality services in order to make it easier for you to choose and book an unforgettable holiday.
You, (the “User”) may use the Website upon your acceptance without any modifications of these terms and conditions (collectively “Terms and Conditions”, the “Agreement“).
PLEASE READ THESE TERMS AND CONDITIONS CAREFULLY BEFORE USING OR OBTAINING ANY MATERIALS, INFORMATION, PRODUCTS OR SERVICES THROUGH THIS SITE. BY ACCESSING OR USING THIS WEBSITE IN ANY MANNER, YOU AGREE TO BE BOUND BY THE AGREEMENT AND REPRESENT THAT YOU HAVE READ AND UNDERSTOOD ITS TERMS. IF YOU DO NOT ACCEPT ALL OF THESE TERMS AND CONDITIONS, PLEASE DO NOT USE THIS WEBSITE OR BOOK ANY TOURIST SERVICES.
In all booking arrangements, the person making the booking shall be deemed to have accepted this Agreement on behalf of the persons named in the booking.
We may, from time to time, at our sole discretion, change, modify, add, or delete portions of these Terms and Conditions without any special notice. All changes are posted to this Website along with indication of the date of such a change. If you continue to use the Site after any such change it will mean that you accept the new Terms and Conditions.
We respect your privacy. We want you to feel confident about using our Site to make travel arrangements from our offer unimpeded, and we are committed to protecting the information we collect.
This is a general audience Website and does not offer Services directed to children. If we gain actual knowledge that a person under 18 years of age has provided any personal information, we reserve the right to delete it.
As a condition of your use of our Website, you warrant that
We retain the right at our sole discretion to deny access to anyone to the Services we offer, at any time and for any reason, including, but not limited to, for violation of these Terms and Conditions.
As a condition of your use of this Website, you warrant to us that you will not use it for any purpose that is unlawful or prohibited by these Terms and Conditions and notices.
The content and information on this Website (including, but not limited to, messages, data, text, music, sound, photos, graphic, video, maps, icons, price and availability of travel services), as well as the infrastructure used to provide such content and information, is proprietary to the Company. While you may make limited copies of your travel itinerary (and related documents) for travel or services booked through our Website, you agree not to otherwise modify, copy, distribute, transmit, display, perform, reproduce, publish, license, create derivative works from, transfer, or sell or re-sell any information, software, products, or services obtained from or through this Website. Additionally, you agree not to:
In case that your booking shows signs of fraud, abuse or suspicious activity, we may cancel any bookings associated with your name and email address. If you have conducted any fraudulent activity, we reserve the right to take any necessary legal action and you may be liable for our possible monetary losses, including litigation costs and damages.
When you use the Website, or send e-mails, messages, and other communications from your desktop or mobile device to us, you are communicating with us electronically and agree that we may communicate back with you in a variety of ways you’ve initiated.
Our newsletters require double opt-in to confirm that you really want to be their recipient, and each newsletter contains the link to unsubscribe from the mailing list. You may also ask our assistance to unsubscribe you from all e-mail communications by emailing your request to email@example.com
We do appreciate hearing from you, but please be aware that by submitting any content to us by e-mail, or otherwise, including any reviews, questions, comments, suggestions, ideas or the like contained in any submissions (collectively, "Submissions"), you grant us and the affiliated, co-branded and/or linked website partners through whom we provide service, a non-exclusive, royalty-free, perpetual, transferable, irrevocable and fully sub-licensable right to use, reproduce, modify, adapt, translate, distribute, publish, create derivative works from and publicly display and perform such Submissions throughout the world in any media, now known or hereafter devised; as well as to use the name that you submit in connection with such Submission.
You acknowledge that we may choose to provide attribution of your comments or reviews (for example, listing your name and domicile on a review that you submit) at our discretion, and that such submissions may be shared with our supplier partners. You further grant us the right to pursue any person or entity that violates your or our rights in the Submissions by a breach of these Terms and Conditions. You acknowledge and agree that Submissions are non-confidential and non-proprietary. We take no responsibility and assume no liability for any Submissions posted or submitted by you. You also agree that we have no obligation to post your comments and we reserve the right in our sole discretion to determine which comments are published on the Website.
If you do not agree to these Terms and Conditions, please do not provide us with any Submissions.
You are fully responsible for the content of your Submissions, (specifically including, but not limited to, reviews). You are prohibited from submitting:
We reserve the right to publish, adjust, refuse or remove reviews at our sole discretion.
The Company provides transportation services, accommodations, tours, excursions and other travel experiences provided by other service providers/suppliers. If you book a reservation through the Website, you agree to use the services provided by our suppliers. Your interactions with our suppliers are at your own risk. The Company will have no liability with respect to the acts, omissions, errors, representations, warranties, breaches or negligence of any suppliers or for any personal injuries, death, property damage, or other damages or expenses resulting from your interactions with our suppliers.
We recommend that you read our Cancellation, (pre)payment and no-show policy carefully, check all relevant Service details (price, room type, rates, availability, dates) thoroughly prior to making your reservation and remember to make further payments on time as may be required for the relevant reservation.
All requests for modifications and amendments to your reservation must be directed to the Company Customer service firstname.lastname@example.org who will process the request, and not directly with the service provider. See the section “Cancellations and Refunds” below for additional information with respect to cancelling a booking.
Any changes to your reservation must be made by e-mail to our Customer service and any changes made directly to service providers will not be taken into account. This applies to change of dates, extension of stay, early check out, delay of arrival or cancellation in full or in part.
Prices listed on the Website are displayed including VAT unless stated differently on the Site or in the confirmation e-mail. Prices are per person, unless otherwise specified.
Price quotations are subject to change without notice, until a booking has been confirmed.
Prices do not include tips/gratuities to tour directors, drivers 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 “Inclusions” on the product pages of the Website.
Please check all relevant Service details (price, rates, availability, dates) thoroughly prior to making your reservation.
Please note that all prices on our Site are for your reservation only and are for the requested stay dates and for the number of people indicated, unless indicated otherwise.
Where applicable, all special offers and promotions shall be marked as such.
In the case of "on-request" reservation, which means that the requested service is not available through our online reservation system (Site) at the time of booking, your reservation request will be processed within 2 business days (Saturday is not considered a business day) and we shall notify you about the final price in writing. If we do not notify you within this period, it means that we are unable to provide the requested service, or there is a technical error for which we do not assume any responsibility. In any case, please do not hesitate to contact our Customer service for further information and verification.
After confirmation, the guest is required to pay 30% of the full amount within 24 hours (not counting Saturdays, Sundays or holidays) to make the reservation valid. The other 70% the guest is required to pay at least 21 days before arrival, unless specified otherwise in the specific offer.
If your arrival is within 21 days in the moment of making a reservation, you will need to pay the full amount within 24 hours (not counting Saturdays, Sundays or holidays) to make the reservation valid.
If you wish to pay for your reservation by bank transfer, you will need to pay the required amount within 24 hours from the moment of reservation confirmation or time you receive confirmation of availability from our operators. At the same time, you are obligated to send us the payment confirmation note. In contrary, Company is not obligated to carry out the service of the reservation. Company is not responsible for outstanding reservations of services caused by not receiving the payment confirmation within 24 hours (except for Saturdays, Sundays and holidays). All bank costs are to be paid by the client (when making the bank transfer payment client must put OUR on "Detail of charge"). All reservations not paid in full will not be considered valid.
The bank transfer is not available if the beginning of your stay is within 5 working days for payments from abroad, or 3 working days for payments by bank transfer within Croatia. In these cases, the only payment method available is by credit/debit card.
When paying by bank transfer, the following information is required:
Remitter: First Name and Last Name of the holder of the reservation with home address
Receiver: Real experience d.o.o., Vlaška 9, 10000 Zagreb, Croatia
Bank: PRIVREDNA BANKA ZAGREB d.d. Radnička cesta 50, 10000 Zagreb, Hrvatska
IBAN HR1223400091110680374, SWIFT PBZGHR2X
Subject: Offer number
Under this agreement, the payment processing services for online payment are provided by Web Studio d.o.o. (WsPay Payment Gateway service) on behalf of the Company, which employs the newest security technologies, such as the Secure Socket Layer (SSL) security protocol with at least 128-bit encryption, as well as other technologies and security procedures designed to protect the privacy of your data. Confidential data from your credit card is sent directly to the authorization center online. Card numbers are not stored in our system.
Payment Gateway enables customer card authentication and billing without re-entering a customer card number, and is APPROVED by the card owner with the explicit confirmation of first payment executed in full FULL 3Dsecure mode. Maestro card tokenization is not possible.
In the event of credit card fraud or unauthorized use of your credit card by third parties, you should contact your bank or card issuer immediately upon becoming aware of such unauthorized use. If you suspect an unauthorized or fraudulent booking was made via our Website, please contact us at email@example.com immediately.
When you book a reservation for a Product through the Website, we collect your payment information and process your payment as described above under “Payment”.
Please note that you may be charged for your cancellation in accordance with our Cancellation (pre)payment and no-show policy or you will not be entitled to any repayment of any (pre)paid amount.
In case that in specific relevant reservation there is no different cancellation policy defined, cancellation policy is as follows:
Reservations cancelled thirty (30) days or more prior to the date of arrival will not incur a cancellation fee.
Reservations cancelled twenty-nine (29) to twenty-two (22) days prior to the date of arrival will incur a 30% charge.
Reservations cancelled twenty-one (21) to fifteen (15) days prior to the date of arrival will incur a 50% charge.
Reservations cancelled fourteen (14) to zero (0) days prior to the date of arrival will incur 100% charge.
In case we aren't able to process the payment 21 (twenty-one) days prior to the date of arrival, or immediately during the booking process when booking is made less than 21 days prior to arrival, the reservation will automatically be cancelled, and the down payment will be retained in accordance with the cancellation rules of this Article.
Failure to arrive at your accommodation or Tourist Service venue/destination (no show) without prior cancellation will be treated as a late cancellation and will incur a full charge of 100% of the reservation cost.
If we cancel a confirmed booking made via our Site or via a relevant e-mail due to a case of force majeure, for which the Service or a part of the Service shall not be available, we will refund the collected fees for such booking to you within a commercially reasonable time, but no more than 30 days after the cancellation, and you will receive an email or other type of communication from our Website containing alternative services and other related information.
You will receive a personalized Company voucher (“Voucher”) for each tour, event or service booked by email.
You must provide the original, authentic Company Voucher to the appropriate service provider in order to redeem your accommodation, excursion, ticket, or package. Your reservation cannot be honored or redeemed without presenting a valid Company Voucher.
THE COMPANY MAKES NO REPRESENTATIONS ABOUT THE SUITABILITY OF THE INFORMATION, SOFTWARE, PRODUCTS, AND SERVICES CONTAINED ON THIS WEB SITE FOR ANY PURPOSE AND THE INCLUSION OR OFFERING FOR SALE OF ANY PRODUCTS OR SERVICES ON THIS WEBSITE DOES NOT CONSTITUTE ANY ENDORSEMENT OR RECOMMENDATION OF SUCH PRODUCTS OR SERVICES BY THE COMPANY.
THE WEBSITE, SERVICES, COLLECTIVE CONTENT AND REFERRAL PROGRAM ARE PROVIDED “AS IS”, "AS AVAILABLE" BASIS, WITHOUT WARRANTY OF ANY KIND, EITHER EXPRESS OR IMPLIED. TO THE FULLEST EXTENT PERMISSIBLE BY APPLICABLE LAW, AND WITHOUT LIMITING THE FOREGOING, WE EXPLICITLY DISCLAIM ANY AND ALL REPRESENTATIONS AND WARRANTIES WHETHER EXPRESS OR IMPLIED, INCLUDING IMPLIED WARRANTIES OF TITLE, MERCHANTABILITY, QUIET ENJOYMENT FITNESS FOR A PARTICULAR PURPOSE OR NON-INFRINGEMENT, AND ANY AND ALL WARRANTIES ARISING OUT OF COURSE OF DEALING OR USAGE OF TRADE.
WITHOUT LIMITING THE FOREGOING WE MAKE NO REPRESENTATION OR WARRANTY OF ANY KIND, EXPRESS OR IMPLIED:
(I) AS TO THE OPERATION OF THE SITE, OR THE INFORMATION, CONTENT, MATERIALS OR PRODUCTS INCLUDED THEREON;
(II) THAT THE SITE WILL BE UNINTERRUPTED OR ERROR-FREE;
(III) AS TO THE ACCURACY, RELIABILITY, OR CURRENCY OF ANY INFORMATION, CONTENT, SERVICE, OR MERCHANDISE PROVIDED THROUGH THE SITE; OR
(IV) THAT THE SITE, ITS SERVERS, OR E-MAIL SENT FROM OR ON OUR BEHALF ARE FREE OF VIRUSES OR OTHER HARMFUL COMPONENTS. WE DO NOT GUARANTEE THE CONTINUOUS, UNINTERRUPTED OR SECURE ACCESS TO THE SITE OR ANY RELATED SERVICES.
THAT MEANS THAT THE INFORMATION, SOFTWARE, PRODUCTS, AND SERVICES PUBLISHED ON THIS WEB SITE MAY INCLUDE INACCURACIES OR TYPOGRAPHICAL ERRORS. IN PARTICULAR, THE COMPANY DO NOT GUARANTEE THE ACCURACY OF, AND DISCLAIM LIABILITY FOR INACCURACIES RELATING TO THE INFORMATION AND DESCRIPTION OF THE PRODUCTS DISPLAYED ON THIS WEBSITE (INCLUDING, WITHOUT LIMITATION, PHOTOGRAPHS, LIST OF HOTEL AMENITIES, GENERAL PRODUCT DESCRIPTIONS, ETC.), MUCH OF WHICH INFORMATION IS PROVIDED BY THE RESPECTIVE SUPPLIERS. ANY PRODUCT RATINGS DISPLAYED ON THIS WEBSITE ARE INTENDED AS ONLY GENERAL GUIDELINES, AND COMPANY DO NOT GUARANTEE THE ACCURACY OF THE RATINGS. CHANGES ARE PERIODICALLY ADDED TO THE INFORMATION HEREIN. THE COMPANY MAY MAKE IMPROVEMENTS AND/OR CHANGES ON THIS WEB SITE AT ANY TIME.
YOU UNDERSTAND AND AGREE THAT YOU DOWNLOAD OR OTHERWISE OBTAIN CONTENT, MATERIAL, DATA OR SOFTWARE (INCLUDING ANY MOBILE CLIENT) FROM OR THROUGH THE SERVICE AND ANY PLATFORM APPLICATIONS AT YOUR OWN DISCRETION AND RISK AND THAT YOU WILL BE SOLELY RESPONSIBLE FOR YOUR USE THEREOF AND ANY DAMAGES TO YOUR MOBILE DEVICE OR COMPUTER SYSTEM, LOSS OF DATA OR OTHER HARM OF ANY KIND.
YOU EXPRESSLY UNDERSTAND AND AGREE THAT UNDER NO CIRCUMSTANCES AND EVENT SHALL WE OR OUR DIRECTORS, EMPLOYEES OR AGENTS BE LIABLE TO YOU OR ANY OTHER THIRD PERSON FOR ANY DAMAGES THAT RESULT FROM THE USE OF OR INABILITY TO USE THE SITE, INCLUDING BUT NOT LIMITED TO RELIANCE BY A USER ON ANY INFORMATION OBTAINED FROM THE SITE OR THAT RESULT FROM MISTAKES, OMISSIONS, INTERRUPTIONS, DELETION OF FILES OR EMAIL, ERRORS, DEFECTS, VIRUSES, DELAYS IN OPERATION OR TRANSMISSION, OR ANY FAILURE OF PERFORMANCE, WHETHER OR NOT RESULTING FROM FORCE MAJEURE COMMUNICATIONS FAILURE, THEFT, DESTRUCTION, OR UNAUTHORIZED ACCESS TO OUR RECORDS, PROGRAMS, OR SERVICES. THE USER HEREBY ACKNOWLEDGES THAT THIS PARAGRAPH SHALL APPLY TO ALL CONTENT, AND SERVICES AVAILABLE THROUGH THE SITE.
THE CARRIERS, HOTELS AND OTHER SUPPLIERS PROVIDING TRAVEL OR OTHER SERVICES FOR THE COMPANY ARE INDEPENDENT CONTRACTORS AND NOT AGENTS OR EMPLOYEES OF THE COMPANY. THE COMPANY IS NOT LIABLE FOR THE ACTS, ERRORS, OMISSIONS, REPRESENTATIONS, WARRANTIES, BREACHES OR NEGLIGENCE OF ANY SUCH SUPPLIERS OR FOR ANY PERSONAL INJURIES, DEATH, PROPERTY DAMAGE, OR OTHER DAMAGES OR EXPENSES RESULTING THEREFROM.
THE COMPANY HAS NO LIABILITY AND WILL MAKE NO REFUND IN THE EVENT OF ANY DELAY, CANCELLATION, OVERBOOKING, STRIKE, FORCE MAJEURE OR OTHER CAUSES BEYOND THEIR DIRECT CONTROL, AND THEY HAVE NO RESPONSIBILITY FOR ANY ADDITIONAL EXPENSE, OMISSIONS, DELAYS, RE-ROUTING OR ACTS OF ANY GOVERNMENT OR AUTHORITY.
You agree to defend and indemnify The Company and all of their respective officers, directors, employees and agents from and against any claims, causes of action, demands, suits, proceedings, investigations, losses, damages, fines, penalties, fees, expenses, costs and any other liabilities of any kind or nature including but not limited to reasonable legal and accounting fees, arising out of or related to:
You are responsible for ensuring that you satisfy all passport, visa, travel insurance and health certificate requirements and we accept no responsibility/disclaim any and all responsibility for any refusal of boarding, travel or entry into any destination or for any liabilities, losses, delays or expenses incurred through any irregularity in such documentation. If you have any queries regard to documentation and insurance requirements you must raise them with us well in advance of the trip commencing. Any information provided by us regard to travel documentation is given in good faith but without responsibility on our part.
As visa and health requirements are subject to change without notice, we recommend that you verify health and visa requirements with the appropriate consulate prior to departure
We strongly recommend that you purchase a comprehensive travel insurance policy prior to departure to protect your Product purchase. If you cancel your trip or significantly alter travel dates, your travel insurance policy may reimburse the cost of cancellation fees and related expenses.
We will provide general advice to you as to what vaccinations and other health precautions are usually required for your destination or activity. It is your responsibility to verify such advice with appropriately qualified medical personnel and that you have received any necessary or advisory vaccinations or medication. We reserve the right to require you to produce evidence of such vaccinations or medication and may cancel, without payment of compensation, your place on the trip if any such vaccinations or medication have not been obtained. It is your responsibility to ensure that you take any necessary medication whether before, during or after the trip. Any health information provided by us is provided in good faith but will only be a general overview of any health hazards and requirements for the trip. In the circumstances any such advice given by us should not be regarded as a substitute for specific and detailed medical advice for you and you should raise any particular concerns with your own doctor.
We respect copyright law and expect our Users to do the same. It is our policy to terminate in appropriate circumstances any account of a member or other account holders who repeatedly infringe or are believed to be repeatedly infringing the rights of copyright holders.
Unless stated otherwise, the software required for our services or available on or used by our Website and the intellectual property rights (including the copyrights) of the contents and information of and material on our website are owned by us, our suppliers or providers.
You may use information from the Site for your own personal use only. Except as otherwise expressly permitted under copyright law, no copying, redistribution, retransmission, publication or commercial exploitation of downloaded material will be permitted without our express permission and that of the copyright owner. In the event of any permitted copying, redistribution or publication of copyright material, no changes in or deletion of author attribution, trademark legend or copyright notice shall be made. You acknowledge that you do not acquire any ownership rights by downloading copyright material.
Any unlawful use or any of the aforementioned actions or behavior will constitute a material infringement of our intellectual property rights (including copyright and database right).
By visiting or using the Site and/or the Services, you agree that the laws of Republic of Croatia, without regard to principles of conflict of laws, will govern these Terms and Conditions and any dispute of any sort that might arise between you and the Company or any of our affiliates. With respect to any disputes or claims (as set forth below), you agree not to commence or prosecute any action in connection therewith other than in the courts of Croatia, and you hereby consent to, and waive all defenses of lack of personal jurisdiction and forum non convenient with respect to, venue and jurisdiction in the courts located in the City of Zagreb, Republic of Croatia.
YOU AND THE COMPANY AGREE THAT, EXCEPT AS MAY OTHERWISE BE PROVIDED IN REGARD TO SPECIFIC SERVICES ON THE SITE IN ANY SPECIFIC TERMS APPLICABLE TO THOSE SERVICES, THE SOLE AND EXCLUSIVE FORUM AND REMEDY FOR ANY AND ALL DISPUTES AND CLAIMS RELATING IN ANY WAY TO OR ARISING OUT OF THESE TERMS AND CONDITIONS, THE SITE AND/OR THE SERVICE (INCLUDING YOUR VISIT TO OR USE OF THE SITE AND/OR THE SERVICES) SHALL BE THE COURTS IN THE CITY OF CITY OF ZAGREB, REPUBLIC OF CROATIA.
TO THE FULLEST EXTENT PERMITTED BY APPLICABLE LAW, NO CLAIM UNDER THESE TERMS AND CONDITIONS SHALL BE JOINED TO ANY OTHER ARBITRATION OR CLAIM, INCLUDING ANY ARBITRATION OR CLAIM INVOLVING ANY OTHER CURRENT OR FORMER USER OF THE SERVICES, AND NO CLASS PROCEEDINGS SHALL BE PERMITTED.
Unless otherwise specified, the terms such as "includes", "including", "e.g.,", "for example", and other similar terms are deemed to include the term "without limitation" immediately thereafter. Terms used in these Terms and Conditions with the initial letter(s) capitalized will have the meaning attributed to them in these Terms and Conditions.
You acknowledge and agree that any questions, comments, suggestions, ideas, feedback or other information about the Site or the Service that you share with us or provide us, are non-confidential and shall become our sole property. We shall own exclusive rights, including all intellectual property rights, and shall be entitled to the unrestricted use and dissemination of such information for any purpose, commercial or otherwise, without acknowledgment or compensation to you.
These Terms and Conditions constitute the entire agreement between you and us regarding the use of the Site and/or the Services, superseding any prior agreements between you and us relating to your use of the Site or the Services. Our failure to exercise or enforce any right or provision of these Terms and Conditions shall not constitute a waiver of such right or provision in that or any other instance. If any clause of these Terms and Conditions is held invalid, the remainder of this Agreement shall continue in full force and effect. If any clause of these Terms and Conditions shall be deemed unlawful, void or for any reason unenforceable, then that clause shall be deemed severable from these Terms and Conditions and shall not affect the validity and enforceability of any remaining provisions or the validity and enforceability of such clause in any other jurisdiction. In any such event, you and the Company agree to substitute a valid and enforceable clause in the place of the invalid, unenforceable or prohibited clause in the spirit and to the effect of the latter.
Any rights not expressly granted herein are reserved
This Agreement shall become effective upon your acceptance of the Terms and Conditions by your use of the services and shall remain in effect in perpetuity unless terminated hereunder.