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. Euro 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 euro 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.

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%).

Every Passenger has the right to file a complaint due to poorly rendered or unfulfilled paid services. In accordance with Article 6 of the Tourism Services Act and Article 10, Paragraph 3 of the Consumer Protection Act, we inform the Passenger that a written complaint may be submitted in person at the Agency’s counter, via email: concierge@hotel-lero.hr, or by mail: Iva Vojnovića 14, 20000 Dubrovnik. The Agency will, without unnecessary delay and taking into account the circumstances, acknowledge receipt of the complaint in writing and respond within 15 days from the date the complaint is submitted. All disputes or disagreements will be resolved amicably in a manner acceptable to both parties. Such disputes can be resolved through the Online Dispute Resolution Platform (http://ec.europa.eu/odr) or before the competent court. The applicable law for resolving disputes is the law of the Republic of Croatia.