GENERAL TERMS OF BOOKING AND PURCHASE OF TOURIST PACKAGE ARRANGEMENTS AND LINKED TRAVEL ARRANGEMENTS OF THE TRAVEL AGENCY FRIENDLY TOUR J.D.O.O.

INTRODUCTORY NOTES

These General Terms and Conditions (hereinafter: Terms and Conditions) apply to the provision of tourist services organised and sold by the Travel Agency Friendly Tour j.d.o.o. (hereinafter: the Agency or Friendly Tour). They form an integral part of the programmes of tourist package arrangements and linked travel arrangements, and thus of the Travel Contract (hereinafter: the Contract) concluded between the Agency and the traveller (hereinafter: the Traveller). All data and terms contained in the programme and these Terms and Conditions are binding for both the Agency and the Traveller, unless otherwise specified in the Contract. All gender-specific terms used in these Terms and Conditions apply equally to all genders, regardless of grammatical form.

1. Scope of Business

The Agency provides services of tourism organisation and mediation, with a focus on incoming tourism in Virovitica-Podravina County, as well as travel within Europe and to distant destinations. The Agency is engaged in:

• • Organising and mediating accommodation in hotels, apartments, and rural properties
  • Providing transport and transfers within and beyond the county
  • Guided tours and themed excursions with certified guides
  • Organising adventure activities, including horseback riding, archery, canoeing, hiking, and cycling
  • Creating personalised travel arrangements tailored to client requests
  • Organising events and team-building programmes
  • Organising European and long-haul trips according to pre-defined or customised itineraries
  • Preparing and hosting barbecues and gastronomic gatherings
  • Providing instructional foreign language classes (English, Italian, and Spanish)

2. Registration and Contracting

Travellers may register for a trip organised and offered by Friendly Tour via email, internet, or telephone. Based on the received registration, Friendly Tour will provide pre-contractual information as an offer, following which, if accepted by the Traveller, a deposit is paid. The Agency will then provide the Contract, which becomes binding once signed by both parties or confirmed in another manner (e.g., via email or by payment into the Agency’s bank account). Friendly Tour reserves the right to withhold service if payment is not received by the agreed deadline:

a) Upon registration, the Traveller shall pay 40% of the total arrangement price. The remaining 60% must be paid no later than 30 days prior to departure for travel within Europe with up to 5 overnight stays. For trips of 6 or more overnight stays and for non-European destinations, the balance must be paid 45 days before departure, unless specific payment terms are stated.

b) For “on request” reservations, a deposit must be paid; Friendly Tour will not accept a request without it. If the Traveller declines a confirmed reservation based on their request, the deposit will be retained to cover reservation costs.

c) In case of missed deadlines, Friendly Tour considers the reservation cancelled and reserves the right to retain the 40% deposit as a cancellation fee. The Agency is not obliged to accept the Traveller at departure without valid travel documents (flight ticket, voucher, or final letter) issued by the Agency. For arrangements booked within 14 days before departure, full payment must be made immediately or within 24 hours of receiving the invoice.

3. Arrangement Prices

a) Prices depend on the number of participants, season, and additional services selected by the Traveller. Prices are quoted in EUR and include VAT. Full pricing information is available upon request via the website, email, or phone. The Agency reserves the right to amend prices in the event of significant exchange rate fluctuations, tax changes, or other relevant cost variations. Individual offers may include additional charges defined during programme customisation.

b) Travellers may choose from programmes listed on the website or request a customised itinerary. Personalised programmes may include extra activities, itinerary changes, or special requests. Final pricing for customised programmes is based on the specific requests of the Traveller. The Agency does not guarantee availability of all customisations but will make every reasonable effort to accommodate requests.

4. Changes to the Agreed Price

Friendly Tour reserves the right to increase the arrangement price only if the increase results solely from:

a) Transport costs arising from fuel or energy prices;

b) Tax or fee changes imposed by third parties, including tourist taxes and airport charges;

c) Exchange rate changes relevant to the arrangement.

An increase of up to 8% may be applied unilaterally, with notice to the Traveller no later than 20 days prior to departure. All changes must be clearly explained and delivered to the Traveller in writing.

5. Changes to Other Contract Terms

Before the start of the arrangement, Friendly Tour may not unilaterally change the contract terms except as defined in Article 4 and in accordance with the Act on the Provision of Tourism Services. If the change is significant or the price increase exceeds 8%, the Traveller may:

a) Accept the change

b) Terminate the contract without penalty.

In the case of termination, Friendly Tour must refund all payments within 14 days. Friendly Tour reserves the right to change departure times due to flight schedule changes, safety reasons, weather conditions, or other unforeseen events without compensation. Programme sequence may be adjusted due to public holidays or changes in the working hours of visited sites.

6. Travel Documentation

Travel documents will be sent by email no later than 3 days before departure. All passenger details must be accurate and match travel documents. Friendly Tour bears no responsibility for issues or expenses arising from inaccurate data.

Travellers who are not Croatian citizens must check visa requirements with the relevant embassies. Friendly Tour may refer the Traveller to an information source but is not liable for non-compliance.

If travel to a particular country requires vaccinations, the Traveller must obtain proper documentation. Friendly Tour recommends purchasing international travel health insurance.

7. Service Descriptions and Categorisation Hotels, apartments, and other

Accommodation facilities listed in Friendly Tour’s programmes are described according to official categorisation valid in Croatia or the destination country at the time of publishing. Local standards may differ from international ones. Comfort, meals, room content, and other services fall under the jurisdiction of local tourist authorities and may vary.

Friendly Tour is not responsible for verbal or written information that deviates from service descriptions provided by third parties.

If the Traveller books a triple or multi-bed room, hoteliers typically provide a double room with an additional bed. The quality of extra beds is determined solely by the hotel. Friendly Tour is not liable for the quality of extra beds or related dissatisfaction.

8. Room/Apartment Allocation

Room and apartment allocation is decided by the accommodation provider’s reception desk. Unless specifically agreed, the Traveller accepts any officially registered unit in the listed facility and price list. Check-in is generally from 15:00 on the day of arrival, and check-out is by 10:00 on departure day. Arrivals after 19:00 must be announced in advance unless stated otherwise. Early check-in or late check-out decisions rest solely with the accommodation provider and are beyond Friendly Tour’s control.

9. Traveller’s Right to Terminate the Contract

The Traveller may cancel the travel contract exclusively in writing and subject to the payment of a cancellation fee to cover incurred costs:

a) Cancellation of travel to Croatia:

More than 30 days before departure: 30% of the total package price
29–22 days before departure: 40% of the total package price
21–15 days before departure: 80% of the total package price
14–0 days before departure or after the start of the trip: 100% of the total package price

b) Cancellation of European travel (by coach or plane, up to 5 nights):

Up to 30 days before departure: 40% of the total package price
29–22 days before departure: 80% of the total package price
21–0 days before departure or in case of “no show”: 100% of the total package price

c) Cancellation of European travel (by coach or plane, 6 or more nights):

Up to 60 days before departure: 30% of the total package price
59–45 days before departure: 40% of the total package price
44–0 days before departure or in case of “no show”: 100% of the total package price

d) Cancellation of travel outside Europe:

Up to 90 days before departure: 20% of the total package price
89–60 days before departure: 40% of the total package price
59–0 days before departure or in case of “no show”: 100% of the total package price

e) Cancellation of cruises:

More than 180 days before departure: fixed fee of €100 per person
179–120 days before departure: 15% of the total package price
119–90 days before departure: 30% of the total package price
89–60 days before departure: 45% of the total package price
59–30 days before departure: 75% of the total package price
29–0 days before departure or in case of “no show”: 100% of the total package price

f) Cancellation of transfers:

120–91 days before departure: 10% of the transfer price
90–61 days before departure: 20% of the transfer price
60–45 days before departure: 30% of the transfer price
44–31 days before departure: 50% of the transfer price
30–21 days before departure: 70% of the transfer price
20–0 days before departure or in case of “no show”: 100% of the transfer price

g) Cancellation of arrangements including both flight and accommodation:

Flight ticket: 100% of the ticket price, regardless of the time of cancellation (unless the fare conditions allow refunds)
Accommodation and other services: cancellation terms listed under section (b) apply

The Traveller may request, in writing, to change the travel date no later than 90 days prior to departure, provided there are no additional costs from the hotel, airline, or other service providers. Otherwise, standard cancellation terms apply. Rebooking fees are as follows:

Coach travel: €50 per booking
Air travel: €100 per booking

The Traveller is entitled to terminate the contract without paying a cancellation fee in the event of extraordinary circumstances that could not have been avoided and which significantly affect the trip.
Failure to pay the balance by the due date will be regarded as a cancellation by the Traveller, without any right to a refund of the advance payment.

10. Right of the Traveller to Transfer the Contract to Another Person

If the Traveller who is cancelling the trip finds a replacement person who meets all the conditions of the existing booking, Friendly Tour will charge only the administrative costs arising from the transfer:

For coach travel: €15 per person (VAT included)
For air travel: from €50 per person (VAT included) – the possibility and cost of transfer are subject to airline policy and fare rules

As airline tickets are transport contracts concluded directly between the airline and the Traveller, and are issued in the name of the Traveller, they are non-transferable. Thus, this constitutes a cancellation of the existing ticket under the fare’s conditions and the purchase of a new ticket in the name of the new Traveller at the applicable and available fare at the time of rebooking.

11. Travel Insurance

By signing the travel contract, of which these Terms and Conditions form an integral part, the Traveller is deemed to have been offered and recommended the following travel insurance options: voluntary health insurance, accident insurance, luggage damage and/or loss insurance, travel cancellation insurance, and third-party liability insurance. The Traveller has been provided with the content and general terms and conditions of these insurance policies.

If the Traveller wishes to purchase insurance, it can be arranged either directly with an insurer or through Friendly Tour, which acts as an intermediary of the insurance company. Travel cancellation insurance may only be arranged in conjunction with voluntary health insurance for the duration of travel abroad and must be concluded when the travel contract is signed. If the Traveller fails to provide the required information for issuing the insurance policy within the deadline stated in the offer, it shall be deemed that they do not wish to take out insurance or will arrange it independently.

The insurance premium is calculated based on the duration and price of the trip in accordance with the insurer’s tariff. The insurance provider determines the grounds for cancellation in line with their terms and conditions. Paid insurance premiums are not subject to cancellation insurance or considered part of the travel package and will not be refunded, nor will costs related to visa acquisition or booking services.
Should the Traveller cancel their trip, Friendly Tour reserves the right to charge an appropriate fee in accordance with the rules outlined in section 9 of these Terms and Conditions. Further insurance details are specified in the policy, which will be delivered to the Traveller.

12. Right of Friendly Tour to Cancel the Travel Contract Prior to Departure

Friendly Tour may cancel the travel contract before departure and refund all payments received from the Traveller, without liability for compensation, if the number of participants is lower than the minimum number stated in the contract or travel programme. The Traveller shall be notified within the following timeframes:

20 days prior to departure for travel packages lasting six days or more
7 days prior to departure for travel packages lasting three to five days
48 hours prior to departure for packages shorter than two days

Friendly Tour may also cancel the trip due to force majeure (government regulations, strikes, wars, epidemics, natural disasters, etc.).
If Friendly Tour significantly alters the programme, accommodation, or price before the trip, it must notify the Traveller in writing. The Traveller then has two working days to accept or decline the revised arrangement. In the event of refusal, Friendly Tour will refund the amount paid. If the revised programme is accepted, a new contract is deemed to have been concluded, and the Traveller waives any claims under the original agreement.

If, after the trip has commenced, Friendly Tour is unable to provide a significant portion of the contracted services, it may – with the Traveller’s consent – make alterations to the programme at its own expense. If the Traveller accepts the replacement services, Friendly Tour bears no further responsibility.

Friendly Tour reserves the right to unilaterally terminate the contract without compensation if extraordinary circumstances arise that could not have been foreseen or avoided. In this case, the Traveller is entitled to a full refund or to the price difference between the contracted and the delivered services.

Friendly Tour also reserves the right to change travel dates due to flight schedule alterations or unforeseen circumstances, as well as to modify the itinerary if conditions change (e.g., security concerns, natural disasters, etc.), without liability for compensation.

13. Travel Documents

Travellers are required to hold valid personal travel documents. Invalid, incomplete, expired, or damaged documents resulting in cancellation of travel do not place any obligation on Friendly Tour. In the event of lost or stolen travel documents, the cost of replacement shall be borne by the traveller.

Should a visa be required for the journey, Friendly Tour may act as an intermediary in obtaining it, subject to an additional fee. The agency is not liable for decisions made by customs, police, or other state authorities that may result in entry being denied.

14. Foreign Exchange, Customs and Health Regulations

Travellers must comply with foreign exchange and customs regulations, as well as the laws and regulations of the Republic of Croatia and all other countries they travel through or visit. In the event that travel cannot continue due to a breach of these regulations by the traveller, any resulting expenses incurred by the traveller, their companions, or Friendly Tour shall be the sole responsibility of the traveller. Some countries may require mandatory vaccinations against certain diseases. In such cases, the traveller is responsible for obtaining and carrying valid vaccination certificates and documentation.

15. Luggage

The conditions and prices for the transport of hand and checked baggage, including size and weight limitations, are determined by the carriers. On charter flights, passengers are generally entitled to 15 kg of free checked baggage, unless otherwise stated in the programme. For air travel, any excess baggage is paid for by the traveller in accordance with the carrier’s rules and rates.

Friendly Tour accepts no responsibility for lost and/or damaged luggage. In the event of any irregularities concerning luggage (delays, loss and/or damage), the traveller must immediately report the issue directly to the carrier or hotel, depending on where the irregularity occurred. For air travel, the carrier is responsible for checked baggage, while travellers are personally responsible for their hand luggage. Baggage insurance is recommended.

16. Complaints and Claims

In the case of irregularities or complaints, the traveller must first address the service provider (hotel, apartment, transport operator, tour guide, Friendly Tour representative or direct service provider). If the complaint can be resolved on the spot and the traveller fails to lodge it immediately, it shall be considered that the service was accepted, and no further claims will be entertained. Friendly Tour will not consider complaints without written proof that a complaint was submitted at the point of occurrence. A written complaint must be submitted within 8 days after the end of the journey via email to: friendly.tour.hr@gmail.com or by post to the agency’s registered address.

Friendly Tour shall respond in writing within 14 days of receipt of the complaint, with a possible extension of an additional 14 days to gather necessary information. While the complaint procedure is ongoing, the traveller waives the right to third-party mediation, arbitration, or media involvement. The maximum compensation per complaint is limited to the value of the disputed portion of the service, and shall not exceed the total cost of the arrangement.

Complaints related to weather conditions, border delays, or waiting times for entry into sites will not be considered. Optional excursions and entry tickets are not obligatory and may be booked through the agency or independently. Friendly Tour is not liable for costs related to the organisation of optional activities.

17. Responsibilities of Friendly Tour

Friendly Tour is obliged to ensure the execution of the agreed services with due diligence and care, safeguarding the rights and interests of travellers in accordance with best practices in tourism. Friendly Tour will deliver all agreed services and provide appropriate responses in case of service non-fulfilment. In circumstances of force majeure or significant changes, alterations to the programme may occur. In the event of overbooking, Friendly Tour will make every effort to offer an alternative solution.

Friendly Tour shall assist the traveller in case of difficulties, especially by providing information on health services, local authorities, and consular support, as well as organising alternative arrangements where necessary. If the difficulty was caused by the traveller, Friendly Tour may charge a reasonable fee for the assistance provided.
In the event of extraordinary circumstances that prevent the traveller’s return as per the contract, Friendly Tour is obliged to cover the cost of necessary accommodation for up to three nights per traveller. The traveller is entitled to a price reduction or compensation if services are not provided as agreed.

18. Responsibilities of the Traveller

The traveller must observe the rules of conduct at accommodation facilities, on transport, and during all activities organised by Friendly Tour. They must not disrupt the smooth operation of the travel programme or infringe upon the rights of other travellers.

If a traveller causes damage to a service provider’s property or hinders the regular progress of the travel programme, they must compensate the affected party immediately and cooperate with both the provider and Friendly Tour. Should a traveller jeopardise the execution of the programme (by disobeying guides, using inappropriate language, delaying departures, etc.), Friendly Tour reserves the right to terminate the traveller’s participation. This will be considered a voluntary withdrawal, and Friendly Tour will not bear the cost of the return journey.
If the traveller in question is a minor, the parent or guardian is responsible for organising and financing their return.

The traveller must report any non-conformity during the trip to Friendly Tour without undue delay. If any service is not delivered in accordance with the contract, Friendly Tour must rectify the non-conformity unless doing so is impossible or would incur disproportionate costs relative to the value of the service.

19. Health Regulations

The traveller must inform Friendly Tour of any circumstances that may affect the journey (e.g., dietary requirements, chronic illnesses, allergies, etc.). Certain programmes may include specific travel requirements, such as mandatory vaccinations and related documentation. The traveller is responsible for undergoing the required vaccinations and carrying the necessary certificates. Health insurance coverage is strongly recommended.

20. Flight Booking and Ticket Purchase Conditions

Friendly Tour does not own aircraft or provide air transport services but acts solely as an intermediary in the sale of airline tickets.

• Flight Reservations

When booking a flight, the traveller must provide accurate personal details (first name, surname, gender) as they appear on the travel document to be used. The traveller must check the reservation confirmation and immediately report any errors for timely correction. If no errors are reported, the details will be considered accurate. Reservations are generally valid for 24 hours unless otherwise stated.

• Flight Ticket / e-Ticket

Upon confirmation of a booking, Friendly Tour issues an electronic ticket (e-ticket) containing all relevant flight details. Once issued, changes to the e-ticket are not permitted. Tickets are non-transferable.

• Boarding Pass

Travellers are responsible for checking in for their flight in accordance with the airline’s procedures. Once checked in, the airline issues a boarding pass that enables boarding. If the name on the boarding pass does not match the travel document, boarding may be denied.

• Low-Cost Airlines

For low-cost carriers, the traveller must submit accurate data for the issuance of the boarding pass at least 15 days prior to travel. In the event of cancellation, the traveller bears the full cost of the ticket or name-change fees, in line with airline policies. Hotel and other services are charged according to the General Terms of Travel Cancellation.

The terms of carriage of passengers and luggage are defined by the airline and must be respected by the traveller.

21. Special Conditions for Flight Booking, Payment and Ticket Issuance Fees

Special booking and payment conditions apply when purchasing flight tickets through Friendly Tour. Unless otherwise stated, reservations are valid for 24 hours from the time of booking. If the traveller purchases the ticket using a credit card, they must provide valid card details before the reservation expires and ensure that the card can be charged for the total ticket price and agency fee. If the cardholder is not the traveller, written permission from the cardholder must be obtained.
For payments made via bank transfer, the traveller is responsible for ensuring the payment is processed in time for Friendly Tour to register it before the reservation expires. If payment is not received on time, Friendly Tour shall not be liable for cancellation by the airline.

Rebooking may not be possible at the same price. The traveller may opt to rebook at current rates or request a refund of the previously paid amount (excluding ticket purchase).The airline reserves the right to cancel reservations or issued tickets without prior notice. Friendly Tour accepts no responsibility in such cases.
Agency ticket issuance fees (TSC) are non-refundable.

Cancellations and Changes

• Cancellations and/or changes by airline carriers

Airline carriers reserve the right to alter flight schedules, departure and arrival times, or cancel flights without prior notice. The airline ticket constitutes a contract between the Passenger and the airline, while Friendly Tour acts solely as an intermediary and accepts no liability for any changes or cancellations made by the carrier.

• Cancellations and/or changes requested by the Passenger

Cancellations and changes are subject to the fare conditions of the purchased airline ticket. Unless otherwise stated in the offer/booking, airline tickets are non-refundable and do not permit the reimbursement of unused airport taxes or changes to flight details. The possibility of amending an issued ticket depends on the fare rules of the carrier and may include applicable fees.

In the event of a trip cancellation where the fare conditions allow for a refund, the refund will be issued to the Passenger following carrier approval (typically within 60 days). Cancellations must be submitted in writing to: friendly.tour.hr@gmail.com.
If the ticket is not cancelled within the required time frame and the Passenger fails to show up for the flight, this will be deemed a No-show.

• No-show

If the Passenger fails to appear for the flight or does not check in, all subsequent flight segments will be automatically cancelled. The Passenger is generally not entitled to a refund or change of ticket.

• Flight coupon sequence and usage

The airline ticket is valid only for the sequence of flights as stated. If the Passenger skips one segment, the remaining flights are automatically cancelled without the right to a refund.

• Complaints in the event of cancellations, delays or denied boarding

Passengers must address complaints directly to the airline carrier. Friendly Tour does not handle claims on behalf of the carrier.

22. Conditions of Travel for Linked Travel Arrangements

The general conditions of travel for package holidays do not apply to linked travel arrangements. Friendly Tour acts solely as an intermediary and is not responsible for the performance of individual services (e.g., airline tickets, accommodation, transfers). Each service provider is responsible for its own services, and their contact information will be provided in the travel documents.

23. Trips Organised by Other Tour Operators

For programmes in which Friendly Tour acts as an intermediary, the terms and conditions of the tour organiser apply. By entering into the travel agreement, the Passenger accepts the programme and terms set by the organiser.

24. Gift Vouchers

A gift voucher is a numbered document that serves as a means of payment within Friendly Tour. It is valid until the date indicated on the voucher; however, travel may commence after this date if agreed prior to its expiry. Gift vouchers are non-refundable. By purchasing a gift voucher, the user agrees to the business terms of Friendly Tour.

25. Insolvency Insurance

In accordance with the Act on the Provision of Tourism Services, in the event of the insolvency or bankruptcy of the Friendly Tour agency, passengers already on their journey and those who have paid deposits are to contact the insurer with whom Friendly Tour has concluded an Insolvency Guarantee Insurance Policy for package holidays.

Details of the insurer, policy number, and contact information are stated in every individual Travel Agreement:

Policy No.: OV0687015686, ADRIATIC osiguranje d.d., Listopadska 2, 10000 Zagreb, Tel: 044/524 494 – Branch Office SISAK, Franje Lovrića 17A, 44000 SISAK

26. Liability Insurance

In accordance with the Act on the Provision of Tourism Services, Friendly Tour has concluded a Liability Insurance Agreement with the insurer for damages caused to the Passenger due to non-performance, partial or improper performance of obligations relating to travel:

Policy No.: OV0687015687, ADRIATIC osiguranje d.d., Listopadska 2, 10000 Zagreb, Tel: 044/524 494 – Branch Office SISAK, Franje Lovrića 17A, 44000 SISAK

27. Personal Data Protection

Friendly Tour is committed to respecting the privacy of all its passengers and collects only the personal data necessary for the realisation of the travel arrangements. All passenger data is strictly safeguarded and accessible only to employees who require it for operational purposes. All Friendly Tour employees and business partners are obliged to uphold the principles of privacy protection.

These data may, with the passenger’s consent, also be used for ongoing communication and the provision of marketing content by the agency. The Passenger may opt out of such marketing communications at any time. Friendly Tour undertakes to store personal data in its database in accordance with the Personal Data Protection Act and the General Data Protection Regulation (GDPR).

28. Final Provisions

These terms and travel instructions are valid from 6 March 2025 and supersede all previous terms and instructions. They are compliant with EU Directive 2015/2302 of the European Parliament and of the Council of 25 November 2015 on package travel and linked travel arrangements (available at: EU Directive), as well as the Croatian Act on the Provision of Tourism Services (NN 130/2017), in force since 1 July 2018 (available at: Act).

The Passenger agrees to attempt to resolve any potential disputes amicably in accordance with these terms. Should this not be possible, the Municipal Court in Virovitica and the Commercial Court in Bjelovar shall have jurisdiction, and Croatian law shall apply.

Under the Act on the Provision of Tourism Services, the passenger may submit a proposal for dispute resolution to a body from the list of notified bodies for alternative consumer dispute resolution in accordance with the law regulating such processes.

For alternative dispute resolution procedures, information on authorised bodies and the online dispute resolution platform is available under the provisions of the special act on consumer dispute resolution.

Information on currently notified bodies is available on the website of the Ministry of Economy, Entrepreneurship and Crafts: Alternative Resolution

The platform for online dispute resolution is available at the following link: Online Resolution

Supervisory Authority for Tourism Services:

State Inspectorate
Tourism Inspection
Šubićeva 29, 10000 Zagreb
E-mail: turisticka.inspekcija@dirh.hr

These general terms and conditions are valid from 6 March 2025 and form an integral part of every journey and travel agreement.