General Terms & Conditions of Business
Terms & Conditions
1. AGENCY INFORMATION
Company: ADISTRA, obrt za usluge i turistička agencija
Head office: Carera 69, 52210 Rovinj
Branch: Obala Alda Rismonda 9, 52210 Rovinj
OIB: 71642773405
Trade registration number: 92725627
IBAN: HR4023400091160310890
SWIFT (BIC): PBZGHR2X (Privredna banka Zagreb d.d.)
Trade register number: 1495
Owner and business manager: Darko Ferenčević
E-mail: info@adistra.hr
Phone: +385 (0)95 838 797
Working hours for working with customers: May – October 09:00 – 21:00
(outside this period as needed)
Register entry: Register of tourist agencies, Ministry of Tourism of the Republic of Croatia, Republic Square
Croatia 8/1, 10000 Zagreb, number 1053/2022
Subject of business:
- 77.21 – Renting and leasing of equipment for recreation and sports
- 50.10 – Maritime and coastal passenger transport
- 79.11 – Activities of travel agencies
2. SERVICE OFFER
ADISTRA, a service business and tourist agency (hereinafter referred to as: agency) is engaged in:
- Selling its own excursions
- Informing guests
- Renting scooters, bicycles, kayaks and boats
All services are available for reservation via the internet, e-mail, telephone or in person at the office.
3. RESERVATIONS AND PAYMENT
Reservations are accepted:
- Electronically
- In person at the branch office
- In writing
Payment is made:
- In cash
- By card at the agency
- Via transaction account
By confirming the reservation, the user accepts these General Terms and Conditions
The Agency reserves the right to apply special conditions for certain services.
4. SERVICE PRICES
Prices include the basic service specified in the reservation.
- The price list is published on the website and in the agency, and in special cases directly between the agency and the user.
- In the event of a price change after the reservation has been made and before the advance payment, the agency notifies the user and issues a new offer.
- Users who have already paid the advance payment are guaranteed the service according to the previously agreed terms.
5. DESCRIPTION OF SERVICES
All services are described according to the principles of good practice, are publicly available and transparent.
Users have the right to full insight into the details of the service before booking.
6. CHANGES AND CANCELLATIONS BY THE AGENCY
The agency may modify or cancel the service:
- If unavoidable extraordinary circumstances arise
- If the advance payment has not been made
In this case, the agency offers the user a replacement service of equal or greater value, exclusively with his consent.
7. CHANGES AND CANCELLATIONS BY THE USER
Changes or cancellations must be submitted in writing.
In the case of a prepayment or full service amount, the date of receipt of the written request for change or cancellation of the service constitutes the basis for calculating the cancelled costs.
Refund conditions:
- Cancellation up to 60 days before use: 50% refund of the paid amount (less
handling costs) - Cancellation 59 days or less: no refund
- No-show without prior notice: full service amount is charged
8. AGENCY OBLIGATIONS
The Agency undertakes to:
- Perform all contracted services and ensure the implementation of quality according to the description.
- Take care of the interests and rights of the user. It is obliged to ensure the provision of all the leased services to the user and is liable to the user for any failure to perform the leased services or part of the services.
- Maintain the confidentiality of the user’s personal data (trips, data, prices) except in cases prescribed by law.
9. USER OBLIGATIONS
The user undertakes:
- Have valid travel documents
- Have the necessary permits for managing rented assets (e.g. vessels, scooters)
- Respect the laws of the Republic of Croatia and regulations of local self-government units
10. COMPLAINT RESOLUTION
The Agency will first of all try to resolve any dispute amicably.
The User has the right to request a certain compensation for the services that have not been performed and that have been paid for.
If the User is not satisfied with the service offered at the destination, he/she must inform the Agency or the service provider before using the service, or immediately submit the complaint to the Agency.
The User is obliged to cooperate with the Agency representative and the Service Provider in good faith in order to eliminate the causes of dissatisfaction.
If the complaint that follows the service performed is justified and the service provided by the Agency or the service provider is not satisfactory or misrepresented, the Agency will do everything possible to ensure that the User receives an acceptable solution that corresponds to the service paid to the Agency.
The Agency or the service provider may not offer the User a service of lesser value as a substitute service.
If an agreement cannot be reached:
- The User must file a written complaint within 24 hours of the service being provided in accordance with the provisions of Article 6, Paragraph 1. point 3 of the Act on the Provision of Tourism Services NN
no. 130/17 - Complaints can be submitted:
– in person at the branch office at Obala Alda Rismonda 9, 52210 Rovinj
– by e-mail: info@adistra.hr
– by post to the same address
The agency will respond within 15 days.
Until the response is received, the user waives the right to initiate proceedings before other bodies and the media.
If the user does not submit a complaint within 24 hours, the agency is not obliged to consider it.
11. JURISDICTION OF THE COURT
In the event of a dispute, if no agreement is reached, the jurisdiction of the Municipal Court in Pazin is agreed upon.
12. COLLECTION AND PROCESSING OF PERSONAL DATA
The user voluntarily provides personal data necessary for the contracted services. The processing is carried out in accordance with applicable laws. More information is available in the Privacy Policy at www.adistra.hr