Please ensure that you read and understand these Terms and Booking Conditions before you complete a booking form or make a payment, because you will be bound by the these Terms and Booking Conditions once a contract comes into existence between us. If there is something you do not understand, please contact our offices and we will be happy to help.
Our aim is to be as professional, efficient and courteous as possible with both our customers, and suppliers. No alteration to these Terms and Booking Conditions shall be effective unless expressly agreed to in writing by a director of Croatia Family Holidays Ltd. Please note that the prices and these Terms and Booking Conditions which are published on our website, www.croatiafamilyholidays.com (“Website”), supercede those printed in any of our brochures, or advertised in our leaflets, Social Media, Newsletters or SMS messages. All prices shown on our website are ‘From’ prices. These are for guidance purposes only.
All the holidays, tours, excursions or recreational activities advertised on our Website and in our brochures (“holidays”) are operated by Croatia Family Holidays ltd, also trading under the name “Croatia Family Holidays”, and hereinafter called “the company”, “our”, “us” or “we” and are sold subject to these Terms and Booking Conditions.
In these Terms and Booking Conditions “you”, “they”, & “your” & “party leader” means the person making the reservation and “group” includes all bookings made for 2 or more people and includes all people travelling with you and for the avoidance of doubt any individual you make a booking on behalf of. It is taken that you are the lead contact for your group and therefore all correspondence or conversations in respect of arrangements for yourself and all members of your group will take place between you and us. You warrant that you are at least 18 years old and have full authority to enter into a contract on the basis of these Terms and Booking Conditions on behalf of all persons named on the booking and you confirm that all such persons shall be made fully aware of, and be deemed to accept these Terms and Booking Conditions.
Any reference to a “supplier” in these Terms and Booking Conditions means any third party with whom we have an arrangement to provide part of your holiday and shall include any hotel operators and/or tour operators.
These Terms and Booking Conditions shall form the basis of the contract between us and you and shall apply to the exclusion of any other terms and conditions whether put forward by you, your group or a third party. Please ensure that you read and understand these Terms and Booking Conditions and general information pages (including the sections headed “Holiday Itinerary”, “Dates & Prices”, “accommodation” and “additional info”), contained in our pdf on-line brochures and/or on our Website before you complete the booking form or submit money by way of a deposit or full payment, because you will be bound by the these Terms and Booking Conditions once a contract comes into existence between us, in accordance with section 1 below.
We have the right to revise and amend these Terms and Booking Conditions from time to time. You will be subject to the terms in force at the time that you book your holiday with us, unless any change to these Terms and Booking Conditions is required by law or government or regulatory authority in which case it will apply to any holiday bookings which have been confirmed by us but which have not yet taken place.
1. Your contract
A contract shall only come into existence between us and you (on behalf of yourself and your group) upon acceptance by us of your deposit or, in the case of holidays booked less than 56 days before the departure date, on acceptance by us of the final balance payment, as evidenced by the invoice confirmation that will be sent to you. Please note that, if you fail to complete and sign a booking form but have submitted money by way of a deposit or full balance, we will assume you have read, understood and agreed to these Terms and Booking Conditions. We both agree that English Law (and no other) will apply to the contract and to any dispute, claim or other matter of any description which arises between us (except as set out below). We both also agree that any dispute, claim or other matter of any description (and whether or not involving any personal injury) which arises between us must be dealt with by the Courts of England and Wales only unless, in the case of Court proceedings, you live in Scotland or Northern Ireland. In this case, proceedings must either be brought in the Courts of your home country or those of England and Wales.
2. Making an enquiry
To make an enquiry you can contact us in several ways; directly over the telephone, via our Website, through an approved travel agent or by using our booking form. We do not regard submission of an enquiry form or booking form as confirmation of a booking. You should first call or email us to ensure that you and your groups requirements can be met and to check availability. After you have made an enquiry, we will endeavour to send you a quotation along with a copy of our Terms and Booking Conditions as soon as practically possible. Any quotations offered are strictly subject to availability, may be withdrawn at any time by us giving you notice in writing and are given subject to these Terms and Booking Conditions. Whilst provisional bookings can be made over the telephone, a contract will only exist between us and you once we have received a deposit or (when applicable) final balance payment and when we have raised and sent you a confirmation invoice (see section 1).
3. How to book with us
Customers should not book this holiday without fully communicating to our staff their own or any of their family members: health, fitness and behavioural issues, which could impact their ability to take part in any given activity or tour. Understanding our clients challenges or disabilities, is a process for our company to create safety for you and your family. It is not a process for discrimination.
To make a booking you can contact us in several ways; directly over the telephone, via our Website, through an approved travel agent or by using our booking form.
In order to book a holiday with us we require a standard non-refundable deposit of £150 per person, per 7 nights booked. All deposits paid by you and your group are non-refundable. Please note that we retain the right to vary the deposit amount as we see appropriate and we will state the deposit requirements on any quotation and confirm it in the invoice (receipt) confirmation.
We reserve the right to decline any booking at our discretion.
On occasion, full payment for the holiday or a particular element of the booking, such as tickets, may be required at the time of booking.
Please note for tailor made holidays, prices are subject to change before the point of confirmation (see section 6). We will confirm, before payment is made, if any changes are to apply.
We shall hold your deposit towards the full cost of the holiday, this also includes any extra services added to your confirmation invoice at any time during the booking process. We have the right to use your paid deposit payments as a way of securing your confirmed services, which can be used in partial or in full depending on the demands of the supplier and our own administration processes.
We must receive the full amount payable by you and your group by no later than 57 days before the departure date. In the case of holidays booked less than 56 days before departure we must receive the full amount payable by you at the time the booking is confirmed. Final & full balances must be paid by bank transfer, to our UK Barclays account: sort code ’20-82-70′, account number ‘00183717’. We do not accept any other payment for final or full balances.
In the case of non-payment of the full balance by the due date we reserve the right to cancel your booking and retain your deposit and cancellation charges will apply as set out below.
For those holidays where an additional local payment is required, the additional amount shall be set out on our Website. A local payment is a portion of the holiday cost which must be paid directly to the tour leader or our representative at the start of your holiday. If the price of your holiday includes a local payment, this must be paid in the currency specified in the brochure or trip notes. Please note that your holiday price will not be considered to have been paid in full until the local payment has been made.
When you receive your confirmation invoice or booking receipts, we kindly ask you to check these documents very carefully and to advise us of any inaccuracies within 7 days of receipt. We regret we cannot accept liability if we are not notified within this period.
It is essential that you and each and every member of your party will have adequate and valid travel insurance in place while on one of our holidays. Therefore, it is a condition of accepting your booking, and a key term of the contract, that you, and each member of your group, will have obtained adequate and valid travel insurance for your booking by the date of departure in accordance with this section 4.
Your travel insurance should cover the entire duration of the holiday (and any activities that are included in the holiday) in respect of at least medical expenses, injury, death, repatriation, cancellation and curtailment. You and your party are also strongly advised to insure yourself against any other possible risks that may occur and, in particular, to ensure that you have sufficient insurance in respect of dependent relatives. You are required to carry proof of insurance with you and produce it if reasonably requested by our employees, representatives or suppliers.
You must ensure that there are no exclusion clauses in your travel insurance which limits cover for the type of activities which may be included, or the altitudes attained, in your holiday. Certain activities have official grading systems, like white water rafting. If you are unsure of the grading system for the activities booked or that form part of your itinerary, please ask us and we will be happy to inform you.
Our local suppliers will often ask you to sign a disclaimer form if you are participating in a high risk activity or sport activity including (but not limited to) white water rafting, kayaking, river tubing, climbing, Stand up paddle boarding, wind surfing, skiing, snowboarding, abseiling, shooting guns, go-karting, scuba diving, zip lining, canyoning, mini rafting, sailing, high ropes, buggy bikes, downhill biking, cycling, archery, paint-balling or driving excursions. This is why it is mandatory that you ensure appropriate insurance is taken out to cover all possible risks during your holiday.
5. Financial Security
Please ask us to confirm what protection may apply to your booking.
6. Prices & Surcharging
Prices are quoted in pound sterling and net of any applicable taxes unless specifically stated otherwise on our quotations, invoice or receipt.
All prices we advertise are accurate at the date published, but we reserve the right to change any of those prices. Prices on our Website are updated regularly. Before you make a booking we will give you the up-to-date price of your chosen holiday including the cost of any peak-season supplements, upgrades or additional facilities which you have requested.
In the event we make an error in quoting the price, to the extent such error is obvious and unmistakeable and could be reasonably recognised as an error, we do not have to provide the holiday to you at the incorrect (lower) price.
In some circumstances, a change in the price of your holiday may be unavoidable (for example, due to a variation in transportation costs (such as the cost of fuel), a variation in dues, taxes or fees chargeable for services such as landing taxes or embarkation or disembarkation fees at ports and airports, or due to a change in exchange rates applicable to your holiday).
To give full transparency in case of critical exchange rate fluctuations – the below calculations outline the possible price increases that would need to be applied to your holiday:
Sterling against Euro:
£1 to 1.05 to 1.00 Euro = £30 per person price increase
£1 to 1.00 to 0.95 Euro = £70 per person price increase
£1 to 0.95 to 0.80 Euro = £100 per person price increase
*A price increase due to an exchange rate drop below £1 : 0.80 Euros would need to be calculated and advised at that time.
If you have made a booking with us more than 57 days prior to your date of departure and our costs should significantly change after we have confirmed your booking we will notify you of any likely change in price as quickly as possible. You are then free to cancel all or part of your booking within 7 days of this notification. If you do not cancel within this period then we shall assume you and your group have accepted this price change. If you have made your booking less than 56 days before your date of date of departure, then we will do our best to ensure that there are no price changes, although this cannot be guaranteed.
If at any time, you notify us of change in the number of people travelling in your group then we unequivocally reserve the right to change the price of your holiday to reflect extra costs incurred by us, including (without limitation) in relation to transfers, group booking costs and administration costs.
7. Air Passenger Duty
If flights have been purchased as part of your holiday, then the Air Passenger Duty “APD” is included in the price of your holiday/flight ticket. In view of the current volatility of world oil prices, a fuel supplement may be added to the price of your holiday at the time of booking.
8. Flights booked independently
If you have purchased flights independently of us, we request that you keep us up-to-date with the latest travel information concerning your flight. You must reconfirm the reservations, timings and check-in details of your flight with the airline concerned at least 72 hours before departure. This applies to your outward flight and to your return flight. If you miss a flight or suffer any disruption as a result of not following our instructions as to reconfirmation we will have no liability to you.
Regulations vary with each airline and you must check with the airline concerned to see if there are specific regulations that you need to be aware of that may affect you or your holiday.
9. Changes made by you
If you have paid your deposit and wish to make an alteration to your booking we will do our best to accommodate you. If you wish to make an alteration then you must notify us in writing and we reserve the right to charge you an amendment fee at our discretion, which shall be influenced by the level of work or time needed to accomplish the amendment and/or any third party costs incurred by us in making such amendment. Please note that prices are likely to change if you amend the number of people in your group.
10. Cancellation by you
If you wish to cancel your holiday then you must notify us in writing by post or email and cancellation charges will apply. They are calculated as a percentage of the price for the holiday as stated in your invoice confirmation and the relevant percentages are set out below. The date we receive your written notification of cancellation is the date we will use to calculate the applicable cancellation charge. Some elements of the booking price may be non-refundable including (but not limited to) visas and airport taxes. Please note Airlines operate different policies and some tickets will be refundable and changeable and others will not. If we have arranged your flight, it is your responsibility to check these details with us before booking your holiday.
|No. of days before your departure when we receive your cancellation||
Charge as a % of holiday price as stated in your confirmation invoice excluding visas, airport taxes and insurance premiums
|More than 57 days before departure||
|Between 57 and 42 days before departure||
Deposit plus 30% of remaining balance
|Between 41 and 28 days before departure||
Deposit plus 45% of remaining balance
|Between 27 and 14 days before departure||
Deposit plus 70% of remaining balance
|Less than 14 days||
Deposit plus 100% of remaining balance
11. If we change your holiday
We reserve the right to change any of the facilities, services or prices described in our brochures or Website. We will endeavour to advise you of any changes at the time of booking. In principle, it is unusual that we will need to make changes to your holiday and any which may occur will normally be minor and you and your group will not be compensated since a certain degree of minor change is sometimes inevitable.
In some circumstances, we may need to make a major change to your holiday after your booking has been confirmed. Whether a change is ‘major’ depends on the nature of the holiday and may include alteration to the scheduled departure, alteration to a specifically requested travel arrangement or return time of your flight by more than 12 hours (but not a flight delay), a change to a lower standard of accommodation, or a change to your departure airport (excluding a change between London airports). When a major change occurs, we will notify you as quickly as possible and you will have the choice of either accepting the change, or accepting a replacement holiday from us of equivalent or closely similar standard and price, or cancelling your holiday, in which case we shall refund you in full.
Where we make a change to your holiday, except where this is a major change arising from a Force Majeure Event (as defined in section 13 below), or if we change your holiday for reasons of consolidation due to minimum numbers not being attained, we will pay you, as a minimum, compensation as detailed below (please note that in order to qualify for compensation, you must make a specific request in writing).
|Period before departure date within which we notify you of a major change to your holiday||Compensation per paying customer – GBP’s|
|More than 57 days before departure||None|
|Between 57 and 42 days before departure||£10|
|Between 41 and 28 days before departure||£15|
|Between 27 and 14 days before departure||£30|
|Less than 14 days||£50|
12. If we cancel your holiday
All bookings are subject to availability and we reserve the right to cancel you and your group’s holiday up to 57 days before your departure date. In such circumstances you will have the option of being refunded all monies paid to us, or accepting an alternative holiday from us. You will not be eligible for compensation.
In the unlikely situation that we cancel your holiday within the 57 day period then we will refund to you all monies paid to us in relation to the holiday and the compensation payments and periods will apply. Where your holiday has been tailor-made please be advised that often we build up the best prices for you using special offers made at the time of the quotation being sent out. We may also be subject to holding seats or rooms for periods of time that may jeopardise the trip if you do not pay us in the period stated. In cases where payment has not been received in time to secure flights or accommodation and the flights or rooms are lost then you and your group will not be entitled to any compensation.
Compensation will not be payable if we are forced to cancel for reasons of:
a) consolidation due to minimum numbers not being attained . Operation of all tours is dependent on a minimum number of persons booking the tour. If that number is not achieved, we reserve the right to cancel the tour; or
b) a Force Majeure Event, as defined in section 13 below.
We are not liable for any major changes, which result as a consequence of a ‘Force Majeure Event, as defined in section 13 below. For airport transfers we will recommend a collection time and agree it with you. We do not accept liability if you or a member of your group miss your flight due to being late for the transfer or in the case of a Force Majeure Event (e.g. road blocks, crashes on road resulting in traffic delays).
13. Events outside our control
We will not be liable or responsible for any failure to perform, or delay in performance of, any of our obligations under these Terms and Booking Conditions that is caused by events which are unforeseeable or unavoidable (Force Majeure Event). A Force Majeure Event may include, without limitation, war, threat of war, riots, civil disobedience or strife, industrial dispute, terrorist activity, acts of god, natural or nuclear disaster, fire, adverse weather conditions, level of water, technical or maintenance problems with transport and changes of schedules or operational decisions of transport providers, closure of airports or any other unforeseeable or unavoidable event beyond our control or the control of our suppliers.
14. Your Holiday
Bookings are accepted on the understanding that you appreciate and accept the possible risks inherent in the types of holidays we offer including injury, disease, loss or damage to property, inconvenience and discomfort, and that you undertake any tours, activities, treks or expeditions which are included as part of your holiday at your own volition.
We may operate trips in regions where standards of transport, safety, hygiene, medical facilities and other infrastructure may, at times, be lower than those you normally expect or different to those applicable in the UK. If you have a claim or complaint relating to any part of the holidays, if a particular service which gives rise to the claim or complaint complied with the local laws and regulations applicable to those services at the time, the services will be treated as having been properly provided. This will be the case even if the services did not comply with the laws and regulations of the UK which would have applied had those services been provided in the UK. The exception to this is where the claim or complaint concerns the absence of a safety feature which might lead a reasonable holiday maker to refuse to take the tour in question.
The whole philosophy of the type of holidays we offer, is one that allows alternatives and a substantial degree of on-trip flexibility. The outline itineraries given for each holiday must therefore be taken as an indication of what each group should accomplish, and not as a contractual obligation on our part. Changes in itinerary may be caused by local political conditions, flight cancellations, mechanical breakdown, weather, border restrictions, sickness, or other unforeseeable circumstances.
15. Our liability and limitations
(1) We will ensure that the arrangements we have agreed to make, perform or provide, (as applicable), as part of our contract with you are made, performed or provided with reasonable skill and care. This means that, subject to these Terms and Booking Conditions and the other information which forms part of your contract with us, we do not, limit or exclude our liability for:
(i) death or personal injury caused by the negligence of ourselves or our employees;
(ii) fraud or fraudulent misrepresentation; or
(iii) any other liability which cannot be excluded by law.
Please note, it is your responsibility to show that reasonable skill and care has not been used if you wish to make a claim against us. In addition, we will only be responsible for what our employees, agents and suppliers do or do not do if they were at the time acting within the course of their employment (for employees) or carrying out work we had asked them to do (for agents and suppliers).
(2) Subject to section 15 (1), we will not be responsible for any injury, illness, death, loss (including loss possessions and loss of enjoyment), damage, expense, cost or other sum or claim of any description whatsoever which results from any of the following:
(i) the act(s) and/or omission(s) of you or any member(s) of your party; or
(ii) the act(s) and/or omission(s) of a third party not connected with the Contract between you and us and are unavoidable or unforeseeable; or
(iii) a Force Majeure Event, as defined in section 13 above.
(3) For the avoidance of doubt, we do not accept responsibility for any services which do not form part of our contract with you. This includes, for example, any additional services or facilities which any supplier agrees to provide for you where the services or facilities are not advertised by us and we have not agreed to arrange them as part of the contract between us and you. Any optional excursions or activities booked by you during your holiday do not form part of the contract between us and you as these are all arranged for you directly by the suppliers concerned (please see section 16 ‘Optional excursions and activities’). In addition, regardless of any wording used by us on our Website or elsewhere, in any other advertising materials , we only promise to use reasonable skill and care as set out above and we do not have any greater or different liability to you.
(4) Subject to section 15(1), we limit the maximum amount we may have to pay you for any claims you may make against us:
(i) where we are found liable for loss of and/or damage to any luggage or personal possessions (including money), the maximum amount we will have to pay you is £500 per person affected unless a different limitation applies to your claim under section 15(6) below. You must ensure you have appropriate travel insurance to protect your personal belongings; and
(ii) for all other claims, if we are found liable to you on any basis, the maximum amount we will have to pay you is twice the price (excluding amendment charges) paid by or on behalf of the person(s) affected in total unless a lower limitation applies to your claim under section 15(6) below. This maximum amount will only be payable where everything has gone wrong and you have not received any benefit at all from your holiday.
(5) Subject to section 15(1), we do cannot accept any liability for any damage, loss, expense or other sum(s) of any description:
(i) which on the basis of the information given to us by you concerning your booking prior to our accepting it, we could not have foreseen you would suffer or incur if we breached our contract with you; or
(ii) which did not result from any breach of contract or other fault by ourselves or our employees or, where we are responsible for them, our suppliers; or
(iii) any expenses or losses incurred by or relating to any business including self-employed loss of earnings.
(6) Where any claim or part of a claim (including those involving death or personal injury) concerns or is based on any travel arrangements (including the process of getting on and/or off the transport concerned) provided by any air, sea, rail or road carrier, the maximum amount of compensation we will have to pay you will be limited. The most we will have to pay you for that claim or that part of a claim if we are found liable to you on any basis is the most the carrier concerned would have to pay under the international convention or regulation which applies to the travel arrangements in question were that claim made against it (for example, the Warsaw Convention 1929 as amended or unamended and the Montreal Convention 1999 for international travel by air and/or for airlines with an operating licence granted by an EU country, the EC Regulation on Air Carrier Liability No 889/2002 for national and international travel by air, the Athens Convention 1974 for international travel by sea and COTIF, the Convention on International Travel by Rail. Please note, where a carrier would not be obliged to make any payment to you under the applicable international convention or regulation in respect of a claim or part of a claim, we similarly are not obliged to make a payment to you for that claim or part of the claim. When making any payment, we are entitled to deduct any money which you have received or are entitled to receive from the carrier or hotelier for the complaint or claim in question. Copies of the applicable international conventions and regulations are available from us on request.
(7) The promises we make to you about the services we have agreed to provide or arrange as part of our contract, and the laws and regulations of the country in which your claim or complaint occurred, will be used as the basis for deciding whether the services in question had been properly provided.
(8) In the event of any claim, you must provide ourselves and our insurers with all assistance we may reasonably require to progress the claim. You must also tell us and (if applicable) the supplier concerned, about your claim or complaint as soon as reasonably possible and in any event, within 28 days of your return date, either in writing or in some other suitable form. If asked to do so, you must transfer to us, or our insurers, any rights you have against the supplier or whoever else is responsible for your claim or complaint (if the person concerned is under 18, their parent or guardian must do so). You must also agree to cooperate fully with us and our insurers if we or our insurers want to enforce any rights which are transferred.
(9)If you are joining the holiday locally (i.e. not starting with the group from the UK) our responsibility does not commence until the appointed time, we shall not be responsible for any additional expenses incurred by you to meet up with the group. If the group arrival is delayed to the local joining point we will provide you with the same room and board basis as will be provided to the group. If the delay is for more than 24 hours we will provide you with the same services and itinerary that were detailed on your confirmation to enable you to continue with your holiday, although you may, at your discretion, remain at the local joining point for the arrival of the group.
Please be assured that our suppliers will always do the utmost to ensure your safety and well-being when on holiday. On certain holidays our local suppliers will ask you to sign an ‘Acceptance of Risk’ or ‘disclaimer’ form prior to accepting your participation on the tour. The purpose of the form is to make you aware of the risks and dangers involved with travelling in these areas, and for you to agree that the supplier and us shall not be responsible for any claims made by you for incidents arising due to circumstances outside the supplier’s and our reasonable control. You may request a copy of the applicable form by contacting us in writing.
16. Optional excursions & activities
We and, where applicable, our tour leaders, may provide you with information (before departure and/or when you are on holiday) about optional activities and excursions which do not form part of your pre-booked holiday arrangements and which are available in the area you are visiting.
We have no involvement in any such activities or excursions and these are not run, supervised or controlled in any way by us. They are provided by local operators or other providers who are entirely independent of us. They do not form any part of your contract with us even where we suggest particular operators/providers and/or assist you in booking such activities or excursions in any way.
Where a tour leader collects payment for or otherwise assists in booking any such activity or excursion for you, we and the tour leader act solely as booking agent for the local operator/provider of the activity or excursion with whom you will have a direct contract or contractual relationship. The local operator/provider’s terms and conditions will apply. We cannot accept any liability on any basis in relation to such activities or excursions and the acceptance of liability contained in section 15(1) of our Terms and Booking Conditions will not apply to them. We do not, however, exclude liability for the negligence of ourselves or our employees resulting in your death or personal injury.
We do not guarantee that any optional activity or excursion mentioned in our brochure, on our Website or elsewhere will be available to book during your holiday and/or will operate as advertised as these services do not form part of our contract and are not under our control. They may not be available for various reasons. Any prices given in advance are indicative only. We will not be liable if you cannot, for whatever reason, book any such activity or excursion or if the activity or excursion does not operate as advertised.
17. Your behaviour
Where you are allocated a tour leader for your holiday, you must abide by the authority of the tour leader who represents us. If you commit any illegal act when on holiday or if, in the reasonable opinion of the tour leader your behaviour is disruptive, threatening or abusive or is causing (or is likely to cause) danger, distress or annoyance to others we may terminate your travel arrangements without any liability on our part. If the Captain of your flight or ferry or our overseas staff or any of our suppliers believes that you could be disruptive, they can also refuse to let you proceed with your travel arrangements. If this means you are not allowed to board the flight outbound from the UK, we shall not be liable to you in any way and we will treat your booking as cancelled by you from that moment, without liability to pay you any compensation charges. If this occurs overseas then you will become responsible for your own return home and any other members of your group who cannot or will not travel without you. In any of these circumstances no refunds or compensation will be paid to you and we may make a claim against you for any costs and expenses incurred as a result of your behaviour e.g. the cost of diverting an aircraft or ferry to remove you. Criminal proceedings may also be instigated. When you book with us, you accept responsibility for any damages or loss caused by you or any member of your party. Full payment for any such damage or loss must be paid direct at the time to the accommodation owner or manager or other supplier. If you fail to do so, you will be responsible for meeting any claims subsequently made against us (together with our own and the other party’s full legal costs) as a result of your actions. We accept no liability for any accident or misadventure that occurs while any of your group is under the influence of drink or drugs.
18. Your Health & Fitness and Our Participation Requirements
While you are expected to satisfy yourself prior to booking that you, and every member of your group, are fit and able to complete the itinerary of your chosen holiday as described in the brochure and/or Website, if you (or any member of your booking party) are affected by any condition, medical or otherwise, that might affect your or other people’s enjoyment of the holiday, including (without limitation) mobility impairment, illness or disability or undergoing treatment for any physical or medical condition, you must advise us of this at the time of booking. Failure to make such disclosure will constitute a breach of these Terms and Booking Conditions and may result in such persons being excluded from the holiday in which case all monies paid will be forfeit.
If we reasonably feel unable to properly accommodate the particular needs of the person concerned, we reserve the right to decline the booking or, if full details are not given at the time of booking, cancel when we become aware of these details.
Understanding our clients challenges or disabilities, is a process for our company to create safety for you and your family. It is not a process for discrimination. Your safety is our number one priority.
Unaccompanied minors (those under 18 years of age) will not be accepted on any of our holidays or activities we operate. If travelling as a family, one parent must always attend an activity with their children.
If the parent/s becomes injured before or during the holiday, their children will not be able to participate in the activities. Tour Leaders, guides and other family parents cannot accept responsibility for these children. Refunds are not given for any activity or parts of the holiday missed.
You should be aware that in order to take part in sporting activities, all persons should be in good health and possess a reasonable basic level of fitness.
If you wish to partake in any water sports you must be able to swim at least 50 metres.
To participate in some of our more advanced high risk sports, you maybe asked to provide qualifications or evidence of experience. We will notify you of this in advance. If you fail to produce such evidence when it is requested you will not be allowed to participate in the activity concerned. In the event of this we will not provide any refunds or compensation or pay any expenses which you may incur as a result. Please also see section 19 below.
It’s important to note some of the activities we offer including, but not limited to, White Water Rafting, Canyoning, Hydro speeding, Rock Climbing, River kayaking, Sea Kayaking,Mountain Biking, Cycling, Via Ferrata, Trekking, Hiking, Gorge Scrambling, Abseiling, Canoeing, High Ropes Courses, Caving, Scuba Diving, Snorkeling, Surfing Skydiving, Tubing, Horse Riding, River Trekking, Watersports, SUP boarding, Wind surfing, Sailing, Dog Sledding, shooting, Snowmobiling, Cross-Country Skiing, Downhill Skiing, Snowboarding, Ice Climbing, Snowshoeing, Go-karting, Snow sledging, Tobogganing, Snow Rafting, zip lining, River Tubing or similar, carry their own inherent risks and by booking such activities you acknowledge that you are exposing yourself to such risks.
Participants need to be able to see similar distances to those required to drive a car in order to be able to complete any adventure tours we offer and to supervise any under 18’s in their care. Consequently, short or long sighted participants must ensure that they wear contact lenses or prescribed glasses.
19. Special requests
If you have any special requests in relation to a holiday, you must advise us prior to booking and clearly note it on your booking form. Although we will endeavour to pass any reasonable requests on to the relevant supplier, we regret we cannot guarantee any request will be met unless we have specifically confirmed this.
For your own protection, you should obtain confirmation in writing from us that your request will be complied with (where it is possible for us to give this) if your request is important to you. Confirmation that a special request has been noted or passed on to the supplier or the inclusion of the special request on your confirmation invoice or any other documentation is not confirmation that the request will be met. We regret we cannot accept any conditional bookings, i.e. any booking which is specified to be conditional on the fulfilment of a particular request. All such bookings will be treated as “standard” bookings subject to the above provisions on special requests.
20. Flights booked through us
Where your holiday includes a flight, in accordance with EU legislation, we are required to advise you of the carrier(s) (or, if the carrier(s) is not known, the likely carrier(s)) that will operate your flight(s) at the time of booking. Where we are only able to inform you of the likely carrier(s) at the time of booking, we shall inform you of the identity of the actual carrier(s) as soon as we become aware of this. Any change to the operating carrier(s) after your booking has been confirmed will be notified to you as soon as possible. We are also required to bring to your attention the existence of a “Community list” which contains details of air carriers that are subject to an operating ban with the EU Community.
Any flight timings and types of aircraft shown in this brochure and detailed on your confirmation invoice are for guidance only and are subject to alteration and confirmation. The latest timings will be shown on your holiday documents which will be dispatched to you approximately two weeks before departure.
You must accordingly check your holiday documents very carefully immediately on receipt to ensure you have the correct flight times. It is possible that flight times may be changed even after holiday documents have been dispatched and we will contact you as soon as possible if this occurs. Any change in the identity of the carrier, flight timings, and/or aircraft type will not entitle you to cancel or change to other arrangements without paying our normal charges except where specified in these conditions.
If the carrier with whom you have a confirmed reservation becomes subject to an operating ban as above as a result of which we or the carrier are unable to offer you a suitable alternative the provisions of section 10 (If we change or cancel your holiday) will apply.
21. Passports and Visas
It is essential that you provide details of each traveller correctly and according to passport or other identification. Some suppliers will deny carriage if the travellers name varies from your booking and may cancel automatically if the travellers name is amended. We have no responsibility for any loss or damage arising from incorrect entry of travellers names and any inability to travel as a result of carriers or other relevant suppliers policies.
Whilst we are able to provide basic advice to you regarding passports and visa requirements, you should check with the appropriate Embassy, Consulate or British Foreign Office for the exact requirements for your chosen holiday and date of travel. It is your responsibility to ensure that you have the correct passport and visas to gain access to any country/region included in the travel arrangements which you purchase from us. If you fail to do so, we have no liability to you for any cost, loss or damage which you suffer, nor will we refund you the cost of any unused portion of your travel arrangements. In some cases, countries will refuse entry to persons who have criminal records. Should you be concerned about this, please check with the embassy or consulate of the countries to which you are travelling. You are entirely responsible for ensuring that all members of your group have the correct and valid documentation for travel. We cannot accept responsibility for any failure to comply resulting in any costs or fines being incurred and we advise you to check with your passport office or the consulate in question if you have any queries. If, as part of your holiday, you are travelling overland to certain destinations, you may also need to pass through controls of other countries en-route so this should be allowed for with any passport/visa applications. We will not accept any responsibility or refund any money in cases where you are unable to travel as a result of misplaced or invalid passport or insufficient or inadequate visa documents.
22. Media, videos, filming, photography
As a condition of booking with us, the lead passenger consents that all person’s named on the booking, consent to being filmed, photographed and recorded and you are giving us the right to use your images for our own business purposes – such as: our website, related websites under our ownership, television, radio, webcast, Vlog, blogging, posters, leaflets, postcards, social media, merchandise, clothing, DVDs and any other public broadcast medium.
If our company has co-ordinated any extra events, such as optional tours, transfers, restaurant reservations or party nights – we retain the right to film and photograph our guests and to use their images for our own business purposes – such as: our website, related websites under our ownership, television, radio, webcast, Vlog, blogging, posters, leaflets, postcards, social media, DVDs, merchandise, clothing and any other public broadcast medium.
We retain the right to use CCTV camera recordings for security purposes.
A person may be removed from an activity or the full holiday if he or she is found in possession of any equipment capable of taking photographs, making films, sound recordings or broadcasts; with intent to use for commercial gain.
If you have any complaint during your holiday you must inform our local representative (emergency contact) or your tour leader (if applicable) and the relevant supplier of the service immediately. If you are not happy with their action in response please follow this up within 28 days of your return home by writing to us. For all complaints and claims which do not involve death, personal injury or illness, we regret we cannot accept liability if you fail to notify the complaint or claim entirely in accordance with this section 23.
24. Brochure, website, pdf-downloads, pictures, maps, advertising material Accuracy
Dates and itineraries shown for tours are indicative only and subject to change.
Please note, information contained in our brochure, on our Website and in our other advertising material may have changed by the time you come to book your holiday. Whilst every effort is made to ensure the accuracy of holiday details and prices at the time of publishing, regrettably errors do occasionally occur. You must therefore ensure you check all details of your chosen holiday (including the price) with us at the time of booking.
Our Websites and brochures photographs, video’s and illustrations and other advertising materials are for promotional purposes only. The descriptions and illustrations on any of our literature and website are given as approximate representations only and given in good faith. The material may contain inaccuracies or typographical errors. The contents of our brochures and Websites, such as text, graphics, images and other material are protected by copyright under both English and all applicable laws. Unauthorised use of the material may violate copyright, trademark and other laws. We do not warrant that the Website will operate error-free or that the Website and its server are free of computer viruses and other harmful material. We are not responsible for the content of linked third party sites and do not make any representations regarding the content or accuracy of materials on such third party websites. If you decide to access linked third party websites, you do so at your own risk.
25. Tickets for performances, festivals and concerts
Where your holiday includes tickets for performances, festivals and/or concerts, we cannot be held responsible for any cancellations, re-scheduling, changes of venue or changes of cast made after the booking of your holiday. If you wish to cancel your holiday due to performance change, the stated terms for cancellation set out in section 10 will apply.
26. Holiday Information Pack
If we issue you with a holiday information pack detailing relevant information regarding your holiday, this pack and all the information contained therein will be deemed to be part of the contract. Holiday information packs are available from our Website or by e-mail from your travel manager. They contain up-to-date definitive information about the itinerary and travel arrangements. Should there be a discrepancy between the information in the brochure or Website and the holiday information pack, the information in the holiday information pack supersedes that in the brochure or on the Website and will be considered the most up-to-date and accurate.
27. Data Protection
We may from time to time contact you with information on offers of goods and services, brochures, new products, forthcoming events or competitions from our holiday divisions and our holiday group companies. Please note that we will assume you to agree to receiving these communications, including e-communications & SMS marketing, when you make a booking or an enquiry. You have the right to ask in writing not to receive direct marketing material about our products and services. If do not wish to receive such information, please let us know. Once notified by you, we will take steps to stop using your information in this way.
You have the right to ask in writing by completing our Data Subject Access Request form for a copy of the information we hold about you (for which we may charge a fee) and to correct any inaccuracies in your information.
If you would like a list of our group companies or brands, please send us your request.
The Contract between you and us is binding on you and us and on anyone either we or you transfer the Contract to. You may not transfer, charge or otherwise dispose of a Contract, or any of your rights or obligations arising under it, without our prior written consent. We may transfer, charge, sub-contract or otherwise dispose of a Contract, or any of our rights or obligations arising under it, at any time during the term of the Contract.
If either you or us decide not to enforce our rights in relation to the Contract (or delay in doing so) this will not prevent either you or us from enforcing those rights at a later stage.
If any court or competent authority decides that any of the provisions of these Terms and Booking Conditions, or any provisions of the Contract, are invalid, unlawful or unenforceable to any extent, the term will, to that extent only, be severed from the remaining terms, which will continue to be valid to the fullest extent permitted by law.
These Terms and Booking Conditions, the Booking Form and (if applicable) the holiday information pack will constitute the whole agreement between us and supersede all previous discussions, correspondence, negotiations, previous arrangement, understanding or agreement between us relating to the subject matter of any Contract.
We each acknowledge that, in entering into a Contract, neither of us relies on any representation or warranty (whether made innocently or negligently) that is not set out in these Terms and Booking Conditions or the documents referred to in them. As you would expect, this will not apply if either of you or us has been fraudulent.
We intend to rely upon these Terms and Booking Conditions and any document expressly referred to in them in relation to the subject matter of any Contract. While we accept responsibility for statements and representations made by our duly authorised agents, please make sure you ask for any variations from these Terms and Booking Conditions to be confirmed in writing.
29. Meals and food
For guests that require Vegan or Gluten Free diets its important you contact our offices prior to booking the holiday, to meet expectations. For any guests that have intolerance’s or allergies to food or ingredients please contact our offices prior to booking this Croatia family adventure holiday.
We cannot guarantee a 100% nut/allergy free kitchen, where food is included in this itinerary.