INSTRUCTIONS FOR SUBMITTING COMPLAINTS

In case of irregularities or complaints, the traveler must first contact the direct service provider (hotel, apartment, carrier, tour leader, travel organizer’s representative, or immediate service performer). If the complaint can be resolved on the spot and the traveler does not report it immediately, it is considered that the service has been accepted and the traveler forfeits the right to later claims, including requests for price reduction and/or compensation.

Friendly Tour will not consider complaints without a copy of the written complaint previously submitted by the traveler to the service provider on site. If no improvement is achieved after the on-site complaint, the traveler must request a confirmation of the service not provided or improperly provided and attach it to the written complaint.

The written complaint must be submitted within 8 days from the end of the trip either by email to: friendly.tour.hr@gmail.com or by post to the following address:

Friendly Tour j.d.o.o.
Petra Preradovića 15,
33404 Špišić Bukovica,

Complaints submitted after this deadline will not be considered.

Friendly Tour will issue a written decision on the complaint within 14 days of receipt, with a possibility of extension by an additional 14 days to collect necessary information.

During the complaint resolution process, lasting a maximum of 28 days from submission, the traveler irrevocably waives mediation by third parties, UHPA arbitration, or other institutions, as well as publication of information in the media. The traveler also waives the right to file a lawsuit during this period.

The maximum compensation per complaint may reach the amount of the disputed service but does not cover already used services or the full amount of the arrangement.

ONLINE DISPUTE RESOLUTION PLATFORM (ODR)

In accordance with the European Union Regulation No. 524/2013 on online dispute resolution for consumer disputes, customers may submit complaints or resolve consumer disputes related to products and services purchased online via the internet.

This Regulation has been in force since January 9, 2016, and traders based in the EU are obliged to provide a link to the ODR platform in an easily accessible place on their websites.

The online dispute resolution platform started operating on February 15, 2016.

Electronic link (URL):

Trader’s contact email address:
friendly.tour.hr@gmail.com