BOOKING, PAYMENT, CHANGE AND CANCELLATION POLICY

These Terms apply to all reservations, tailor-made itineraries, travel arrangements and individual services booked through the legal entity identified in the applicable proposal, booking confirmation, proforma invoice or invoice.

PRO-AND d.o.o., operating internationally under the Croatian Attractions brand, together with ARBITER ELEGANTIAE d.o.o. and LUX TRAVEL CLUB, are collectively referred to for commercial purposes as the PRO-AND Group.

Each company is a separate and independent legal entity. The entity identified in the relevant booking documentation is the contracting entity responsible for that booking. Use of the name PRO-AND Group does not create automatic joint or several liability between the listed entities.

These Terms form an integral part of every proposal, booking confirmation, proforma invoice and invoice.

Payment of a planning fee, concierge fee, deposit, partial payment or full payment constitutes acceptance of these Terms and all supplier-specific conditions communicated in writing.

1. CUSTOM TRAVEL PLANNING FEE

Croatian Attractions charges a non-refundable planning fee of EUR 150 for the research, itinerary design, supplier communication and preparation of a personalized travel proposal.

Where expressly stated, the fee may be deducted from the final amount if the complete proposed journey is booked through Croatian Attractions.

The fee remains non-refundable if the Client does not proceed with the booking.

Payment of the planning fee does not confirm any travel service.

Substantial redesigns or additional itinerary proposals may be subject to a further planning or amendment fee.

2. BOOKING CONFIRMATION

A quotation, draft itinerary, option or availability notice does not constitute a confirmed reservation.

A booking is confirmed only when:

1. the required deposit or full payment has been received;
2. the relevant suppliers have confirmed the services; and
3. the contracting entity has issued written confirmation, a proforma invoice or an invoice.

All services remain subject to availability until confirmed in writing.

Provisional reservations may be released if payment, confirmation or required passenger information is not received by the stated deadline.

3. DEPOSITS, FINAL PAYMENT AND PAYMENT METHODS

Unless different conditions are stated in the booking documentation:

Day Tours, Excursions, Experiences and Transfers

A 25% non-refundable deposit is required. The balance is due no later than 45 days before the service date.

Multi-Day Travel Arrangements

A 25% non-refundable deposit, with a minimum of EUR 300 per person, is required. The balance is due no later than 45 days before the beginning of the journey.

Bookings Within 45 Days

Bookings made 45 days or less before the service date require immediate full payment.

Hotels, villas, cruises, boats, yachts, exclusive room categories, promotional rates, event tickets, transportation tickets and other limited-availability services may require higher deposits, full prepayment, earlier payment or stricter conditions.

Payments may be made by bank transfer or accepted credit card.

Credit-card payments are subject to a 3% processing surcharge, unless stated otherwise.

All banking, transfer and currency-conversion costs are borne by the payer.

Failure to pay by the deadline may result in cancellation, while applicable cancellation penalties and supplier costs remain payable.

4. CANCELLATION BY THE CLIENT

IMPORTANT RULE:

ALL CONFIRMED SERVICES CANCELLED 30 DAYS OR LESS BEFORE THE BEGINNING OF THE FIRST CONFIRMED SERVICE ARE SUBJECT TO A 100% CANCELLATION PENALTY.

The full confirmed value is non-refundable during this period unless Croatian Attractions expressly agrees otherwise in writing.

This applies to complete itineraries and individual services removed from a booking.

For multi-day arrangements, the deadline is calculated from the beginning of the first confirmed service.

Personal circumstances, illness, injury, transportation disruption or changes of plan do not automatically waive cancellation penalties.

5. STANDARD CANCELLATION PENALTIES

Unless stricter supplier conditions apply:

More Than 60 Days Before Services

The deposit, planning fees, administrative costs, payment charges and all non-refundable supplier costs will be retained.

From 60 to 31 Days Before Services

A cancellation penalty of 50% of the total confirmed booking value applies. Where actual non-refundable supplier costs exceed 50%, the higher amount applies.

30 Days or Less Before Services

A cancellation penalty of 100% of the total confirmed booking value applies. No refund is due for confirmed services cancelled within this period. Supplier-specific conditions prevail whenever they are stricter.

6. SERVICES SUBJECT TO THE 100% PENALTY

The 100% cancellation penalty within 30 days applies, without limitation, to:

• accommodation;
• private and semi-private tours;
• excursions and guide services;
• driver-guide and sightseeing vehicles;
• boats, speedboats, yachts and cruises;
• entrance, event, ferry, rail and airline tickets;
• restaurants requiring prepayment or minimum consumption;
• food, wine, cooking and tasting experiences;
• beach clubs, cabanas and sunbeds;
• activities, workshops and special events;
• concierge services;
• customized operational arrangements; and
• any confirmed or prepaid supplier service.

A vehicle booked for sightseeing, waiting time, route planning, guiding or multiple stops is not considered a simple transfer.

Services stated as non-refundable, non-changeable, promotional, special-rate or final-sale are 100% non-refundable from confirmation, regardless of the cancellation date.

7. LIMITED EXCEPTION FOR STAND-ALONE TRANSFERS

A stand-alone point-to-point transfer may qualify for a lower cancellation charge only where:

1. it consists solely of direct transportation between two specified locations;
2. it includes no sightseeing, waiting time, guiding, multiple stops or additional services;
3. the supplier accepts the cancellation without charging the full amount; and
4. Croatian Attractions approves the exception in writing.

The exception is discretionary and cannot be assumed.

Without written approval, the standard 100% penalty applies.

Tours, sightseeing vehicles, driver-guide services and transfers forming part of a larger itinerary are not included in this possible exception.

8. CANCELLATION PROCEDURE AND PARTIAL CANCELLATIONS

All cancellation requests must be submitted by email.

A cancellation is effective only when received and acknowledged in writing by the contracting entity.

Telephone calls, verbal requests or messages sent to drivers, guides or suppliers do not constitute valid cancellation unless acknowledged in writing.

The request must identify the Client, booking reference, travel dates and services to be cancelled.

Removing individual services is treated as a partial cancellation and is subject to the same applicable penalties.

A reduction in passenger numbers may result in:

• cancellation penalties;
• recalculation of the remaining per-person price;
• loss of group or package rates;
• accommodation or vehicle changes; and
• additional supplier or administrative costs.

9. CHANGES, AMENDMENTS AND MODIFICATIONS

All requested changes must be submitted in writing and are subject to availability, operational feasibility and supplier approval.

Once a deposit has been paid, each requested amendment is subject to an administrative fee of EUR 25 per request.

This includes changes to:

• dates;
• services;
• accommodation;
• room categories;
• transfers, vehicles or routes;
• excursions and activities;
• passenger details; and
• other confirmed itinerary elements.

The fee covers administrative handling only.

Price differences, supplier fees, cancellation penalties, new reservation costs, bank charges and operational expenses are charged separately.

The amendment fee is non-refundable once work has commenced, even where the requested change cannot be confirmed.

Several related changes submitted together may be treated as one request. Separate instructions or additional revision rounds may be charged separately.

A major change to a date, destination, hotel, passenger name, vehicle, transfer, boat, tour or activity may be treated as cancellation of the original service and a new booking.

Changes requested within 30 days cannot be guaranteed. Where the original service must be cancelled, the 100% cancellation penalty applies and the replacement service is charged separately.

Changes requested during travel are subject to availability and additional costs.

10. CONCIERGE SERVICES

Concierge assistance is a separately contracted service and is not included unless expressly stated.

Basic Concierge Fee

The standard fee is EUR 120 to EUR 220 per day.

The final fee depends on:

• duration;
• number of guests;
• destination coverage;
• level and complexity of assistance;
• planning requirements;
• agreed operating hours; and
• concierge availability.

Package pricing may be offered for multi-day stays.

Concierge assistance may include recommendations, restaurant reservations, supplier communication, itinerary updates, booking assistance and support during agreed hours.

Only services expressly included in the confirmed package are covered.

The fee does not include third-party costs such as accommodation, meals, tickets, transfers, tours, guides, boats, activities, gifts, delivery charges or gratuities.

All third-party reservations remain subject to supplier availability, payment, amendment and cancellation conditions.

Requests exceeding the agreed scope, including urgent assistance, extensive redesign, repeated changes or out-of-hours work, may result in additional fees.

Concierge service is available only during the confirmed period and operating hours. It is not a 24-hour service unless expressly contracted.

The concierge fee is non-refundable once work or the service period has commenced.

Cancellation within 30 days is subject to a 100% penalty. Cancelling concierge assistance does not automatically cancel third-party bookings arranged through it.

11. SUPPLIER CONDITIONS, REFUNDS AND UNUSED SERVICES

Hotels, villas, cruises, transport operators, restaurants, guides, boat companies, event organizers and other suppliers may impose stricter payment, amendment and cancellation conditions.

Those conditions prevail where communicated in writing.

No refund is issued for:

• no-shows;
• late arrival;
• missed services or connections;
• unused accommodation, meals, tickets or experiences;
• early departure;
• services declined during travel;
• incorrect information provided by the Client;
• missing or invalid travel documents;
• independently changed schedules; or
• missed services caused by flight, ferry, rail or other transportation delays.

Any approved refund is calculated after deduction of:

• cancellation penalties;
• supplier charges;
• planning and administrative fees;
• bank and card charges;
• currency differences; and
• other incurred costs.

Refunds are not issued until the contracting entity has received the corresponding supplier refund.

The contracting entity is not required to advance or pre-finance a refund not received from the supplier.

12. CLIENT INFORMATION, DOCUMENTS AND INSURANCE

The Client or booking Travel Advisor must provide accurate and timely:

• names matching passports;
• dates of birth where required;
• passport and visa information;
• arrival and departure details;
• transportation numbers;
• accommodation details;
• mobile numbers; and
• relevant medical, mobility or dietary information.

The contracting entity is not responsible for additional costs or missed services caused by incomplete, incorrect or late information.

Failure to obtain required passports, visas, authorizations or health documents does not create a right to cancel without penalty.

Comprehensive travel insurance is strongly recommended and should include cancellation, interruption, medical treatment, evacuation, delays, luggage and supplier insolvency where appropriate.

Failure to obtain suitable insurance does not transfer cancellation or interruption costs to a PRO-AND Group entity.

13. TRANSPORTATION, HOTELS, CRUISES AND HOLIDAYS

Transportation Changes and Delays

Airline, ferry, rail, cruise and other transportation schedule changes, delays, cancellations and missed connections are generally outside the control of the contracting entity.

The responsible carrier determines alternative transport, accommodation, meals, refunds, compensation and other passenger assistance under its conditions and applicable law.

Croatian Attractions may assist with alternatives, but additional costs not covered by the carrier, supplier or insurer remain payable by the Client.

Hotels

Accommodation will be provided according to the confirmed itinerary. Specific room categories, views, bedding and related preferences remain subject to confirmation.

If confirmed accommodation becomes unavailable, a suitable alternative of the same or comparable category will be offered where reasonably possible.

The alternative may differ in location, style or facilities. Standard check-in and check-out times apply unless otherwise confirmed.

Cruises

Cruise operators may substitute vessels, change routes, omit or reorder ports, modify embarkation or disembarkation and alter schedules for operational, weather, safety, technical or regulatory reasons.

Such decisions are primarily the responsibility of the cruise operator. Cruise-specific deposit, payment and cancellation conditions prevail where stricter.

Holidays and Restricted Operating Hours

During public holidays, religious celebrations, official events and seasonal periods, museums, attractions, restaurants, shops, transportation and other facilities may operate with restricted hours or remain closed.

Croatian Attractions will make reasonable efforts to provide accurate information and alternatives but cannot guarantee independent opening hours.

Such restrictions do not automatically create a right to a refund where the journey can otherwise reasonably be provided.

14. FORCE MAJEURE, SUPPLIER RESPONSIBILITY AND LIABILITY

Travel services may be affected by weather, natural disasters, unsafe sea conditions, fire, epidemic, war, terrorism, civil unrest, strikes, border closures, government restrictions, road or port closures, technical failure, supplier failure or other extraordinary circumstances outside reasonable control.

Any refund, credit, rescheduling or alternative depends on applicable mandatory law and the conditions or amounts accepted or returned by the relevant supplier. Additional accommodation, transportation, meals and replacement services remain payable by the Client unless mandatory law provides otherwise.

Travel services may be performed by independent suppliers, including hotels, carriers, drivers, guides, restaurants, boat operators and activity providers. Unless expressly stated otherwise, such suppliers are independent contractors. The contracting entity acts as organizer, intermediary or coordinator according to the nature of the service and applicable law.

Clients are responsible for supervising luggage, valuables, money and personal documents.

To the extent permitted by law, the contracting entity is not responsible for luggage loss, theft, delay or damage caused by the Client, another traveller, a carrier, accommodation provider, supplier, authority or force majeure. Clients are responsible for disclosing relevant health, mobility or medical conditions and following reasonable safety instructions.

To the extent permitted by law, the contracting entity is not responsible for injury, illness, accident, inconvenience or interruption caused by the Client, an unforeseeable independent third party, an undisclosed condition, natural conditions, force majeure or circumstances beyond reasonable control.

The contracting entity is not liable for an independent supplier’s act, omission or service failure where reasonable professional care has been exercised in selecting and coordinating that supplier.

Nothing in these Terms excludes fraud, wilful misconduct, gross negligence or any liability that cannot legally be excluded.

15. TRAVEL ADVISORS AND COMPLAINTS

Where a booking is made through a Travel Advisor, agency or representative, that party is responsible for:

• providing these Terms to the Client;
• obtaining acceptance;
• supplying accurate passenger information;
• communicating payment deadlines and supplier conditions;
• forwarding amendment and cancellation requests promptly; and
• obtaining authorization for confirmed services and payments.

The contracting entity is not responsible for information or deadlines that an intermediary fails to communicate.

Any service issue should be reported immediately during travel so that Croatian Attractions and the supplier have a reasonable opportunity to correct it.

A formal complaint must be submitted in writing within eight days after the relevant service or journey, unless mandatory law provides otherwise.

The complaint should include the Client’s name, booking reference, relevant dates, description of the issue, supporting evidence and information regarding when the matter was reported during travel.

The contracting entity will respond within the period required by applicable law.

16. ACCEPTANCE OF TERMS

Payment of a planning fee, concierge fee, deposit, partial payment or full payment constitutes acceptance of:

• the confirmed itinerary and services;
• the identity of the contracting legal entity;
• prices and payment deadlines;
• these Booking, Payment, Change and Cancellation Terms;
• amendment and concierge fees;
• supplier-specific conditions; and
• all relevant conditions stated in the proposal, correspondence, confirmation, proforma invoice or invoice.

These Terms apply even where no separate signed copy exists.

PARTICULARLY IMPORTANT

ALL CONFIRMED SERVICES CANCELLED 30 DAYS OR LESS BEFORE THE BEGINNING OF THE FIRST CONFIRMED SERVICE ARE 100% NON-REFUNDABLE.

A POSSIBLE EXCEPTION MAY APPLY ONLY TO A STAND-ALONE POINT-TO-POINT TRANSFER AND ONLY WHEN EXPRESSLY APPROVED IN WRITING BY CROATIAN ATTRACTIONS.

TOURS, EXCURSIONS, DRIVER-GUIDE SERVICES, SIGHTSEEING VEHICLES, ACCOMMODATION, BOATS, YACHTS, CRUISES, TICKETS, EXPERIENCES, CONCIERGE SERVICES AND OTHER CONFIRMED SERVICES ARE NOT INCLUDED IN THIS POSSIBLE EXCEPTION.

CHANGES REQUESTED AFTER PAYMENT OF A DEPOSIT ARE SUBJECT TO AN ADMINISTRATIVE AMENDMENT FEE OF EUR 25 PER REQUEST, IN ADDITION TO PRICE DIFFERENCES, SUPPLIER FEES AND CANCELLATION PENALTIES.

THE LEGAL ENTITY RESPONSIBLE FOR THE BOOKING IS THE PRO-AND GROUP ENTITY IDENTIFIED IN THE APPLICABLE PROPOSAL, BOOKING CONFIRMATION, PROFORMA INVOICE OR INVOICE.

PAYMENT CONSTITUTES ACCEPTANCE OF THESE TERMS AND ALL APPLICABLE SUPPLIER-SPECIFIC CONDITIONS COMMUNICATED IN WRITING.