Agency Terms & Conditions

RESPONSIBILITIES OF THE AGENCY

The Agency will maintain a high quality of services provided, in accordance with positive legal provisions, professional rules, and standards and norms of the hospitality industry. The Agency commits to fulfil its obligations entirely, except when circumstances are exceptional and beyond its control.
The Agency will provide to the Passenger all the necessary information pertaining to its services, it will provide services in the form and manner as specified, and it will make sure that Passengers’ best interests and rights are satisfied in accordance with positive regulations in the Republic of Croatia, and general norm and customs in the industry.

RESPONSIBILITIES OF THE PASSENGER

The Passenger shall make available his/her personal data in line with the personal data protection regulations for the purpose of booking services provided by the Agency. The Passenger will receive a Confirmation Letter after his/her reservation has been confirmed, containing all relevant information about the service. General terms and conditions shall apply for all details of the service not included in the Confirmation Letter.

SCOPE OF SERVICE

A detailed description of the content of every reservation made with the Agency, including information about the trip or transfer booked by the Passenger, and cancellation policy, will be contained in the Confirmation Letter.

BOOKING PROCEDURE, PAYMENT METHOD

Inquiries and reservations with the Agency can be made by e-mail are in person at reception desk. A contract shall be deemed closed and reservation confirmed when the Passenger receives the Confirmation Letter.

The Agency may change the rates of its services at any time. Payment of a service can be made before departure at the reception desk, with credit card or cash. Croatian Kuna (HRK) is the only accepted currency. If a credit card issued by a foreign issuer is used to pay for the Agency’s service, the rate stated in the Croatian Kuna shall be converted to the issuer’s national currency that is normally stated on receipts issued for purchases charged to this card. The exchange rate that will apply in this case will be as agreed between the foreign card issuer and the credit card holder, which means the amount actually charged to the card might differ from the rate stated in the Agency’s price list. The Passenger’s personal data, including all credit card data, will be fully protected and safe during the payment transaction that is carried out via secure server.

AGENCY’S RIGHT TO MODIFY AND CANCEL RESERVATION

The Agency may cancel a reservation at any time and reimburse the Passenger for the full amount in case of extraordinary circumstances that could not have been avoided.

GUEST’S RIGHT TO MODIFY AND CANCEL RESERVATION

Should the Passenger want to modify or cancel a reservation previously made at his/her request, he/she must do so in written (by electronic mail) or in person, at the Agency. If a change in reservation is not possible and the Passenger decides to give it up entirely, the following cancellation terms shall apply.

Cancellation terms for walking tours:
– In case of a cancellation made 48 – 25 hours before the beginning of the booked activity, the Passenger shall be charged by the Agency a cancellation fee equal to 30% of the total value of the booked activity.
– In case of a cancellation made 24 – 0 hours before the beginning of the booked activity or in case of a no-show, the Passenger will be charged by the Agency a cancellation fee equal to the full value of the booked activity (100%).

Cancellation terms for boat excursions:
– In case of a cancellation made 7 days – 49 hours before the beginning of the booked activity, the Passenger shall be charged by the Agency a cancellation fee equal to 30% of the total value of the booked activity.
– In case of a cancellation made 48 – 25 hours before the beginning of the booked activity, the Passenger shall be charged by the Agency a cancellation fee equal to 50% of the total value of the booked activity.
– In case of a cancellation made 24 – 0 hours before the beginning of the booked activity or in case of a no-show, the Passenger will be charged by the Agency a cancellation fee equal to the full value of the booked activity (100%).

Cancellation terms for transfers by car, a van or minibus:
– In case of a cancellation made 48 – 25 hours before the booked transfer time, the Passenger shall be charged by the Agency a cancellation fee equal to 30% of the total value of the transfer.
– In case of a cancellation made 24 – 0 hours before the booked transfer time or in case of a no-show, the Passenger will be charged by the Agency a cancellation fee equal to the full value of the booked transfer (100%).

Cancellation terms for transfers by boat:
– In case of a cancellation made 7 days – 49 hours before the booked transfer time, the Passenger shall be charged by the Agency a cancellation fee equal to 30% of the total value of the transfer.
– In case of a cancellation made 48 – 25 hours before the booked transfer time, the Passenger shall be charged by the Agency a cancellation fee equal to 50% of the total value of the transfer.
– In case of a cancellation made 24 – 0 hours before the booked transfer time or in case of a no-show, the Passenger will be charged by the Agency a cancellation fee equal to the full value of the booked transfer (100%).

GRIEVANCE PROCEDURE

Every Passenger is entitled to complain about a service that has been paid for but denied or not adequately provided by the Agency. Any such grievance may be communicated in any of the following ways: in person at the Agency; by writing to concierge@hotel-lero.hr; and by standard post to Hotel Lero d,o.o., Iva Vojnovića 14, 20000 Dubrovnik. The Agency shall send a confirmation receipt and respond to the complaint in written without unnecessary delay and by considering the circumstances, in no more than 15 days since the complaint was made. All disputes and disagreements shall be resolved through mutual consent, in a way acceptable to both parties. A dispute may be resolved through the EU’s online platform for the resolution of consumer disputes (http://ec.europa.eu/odr) or before the competent court.

PERSONAL DATA PROTECTION

Personal data of the Passenger are required in the process of provision of the desired service and these data will be used during exchange with the Agency (for example, on payment receipts, in service delivery notifications, the confirmation letter). All personal data and procedures of their collection and processing are covered by the Privacy Policy and the Agency guarantees that it will use the collected data only for stated purposes and that it will share them only with partners participating in the provision of contracted services.