NOTICE REGARDING THE PROCEDURE FOR SUBMITTING COMPLAINTS BY CONSUMERS

In accordance with Article 6 of the Law on the Provision of Tourism Services and Article 10, paragraph 3 of the Consumer Protection Act (NN No. 41/14), we inform consumers that a written complaint about the quality of our services can be submitted in person at the travel agency’s office or sent in writing to the following address:
WATERWORLD doo
Tomića stine 12
21000 Split

or by email to: info@waterworldcroatia.com

We will provide you with a written response to your complaint no later than 15 days from the date of receiving the complaint.

GENERAL
Waterworld doo. terms and conditions. Waterworld acting as the Agency, shall guarantee the execution of the travel program. The Client is obligated to provide any information which is required for the reservation process. These terms & conditions apply to all the tours offered on this website.

LEGAL INFORMATION ABOUT COMPANY
WATERWORLD d.o.o. za turizam i usluge, turistička agencija
Adress: Split (City Split) Tomića stine 12
OIB: 25443268658
MBS: 060299492
Trgovački sud in Splitu

www.-waterworldcroatia.com
info@waterworldcroatia.com

PHONE +385 021 388 883

RESERVATION & PAYMENT
By making an ONLINE reservation/booking via the Agency web page booking system, you are expected to pay the full amount or the deposit price, depending on the tour at once for all the products. Once you go to checkout and click pay now, you will get a confirmation email, with trip details and your ticket.

The payment via Agency ONLINE reservation/booking system is done with WSPay, if you desire to pay by Bank transfer, please contact us directly.

Read more: Payment options

PRICING AND CONTENT
The agency reserves the right to make modifications to the prices made public in case of drastic changes in transport prices and other services. The prices of our tour are listed in € (euros).

CANCELATION OF TRAVEL
ALL cancellations must be in writing – by e-mail.

If the Client should cancel or abort the booked tour, all Client’s cancellations must be in writing. By e-mail. The written cancellation date shall be the basis for the compensation of cancellation costs. As per conditions set below (percentage of total arrangement price):

6 or more days prior to arrival: 0%
3-5 days prior to arrival: 50%
1 day prior to arrival or no show: 100%
Failing to make appearance and travel without prior cancellation shall entitle the Agency to withhold 100% of the payment made regardless of the reason for cancellation.

Agency cancellation policy
Our tours itineraries are subject to change depending on group abilities and preferences but also weather conditions, water levels, other acts of God, special events of interest and similar. For Client’s safety and comfort reasons, the Agency reserves the right to alternate program without prior notice. In case of major changes or cancellations of a specific program booked by the Client, the Agency will advise the Client as soon as possible and provide the following options:
a) Client may accept a new departure date or destination
b) Client may accept a replacement package/excursion of equivalent or closely similar itinerary
c) Client may cancel his/her booking altogether and receive a full refund of the money paid

It is your duty to inform us about your decision within 7 days of the offer. If the Client doesn`t do that, the Agency will book a replacement tour.

EXTREME WEATHER CONDITIONS
We reschedule the activity in case of extreme weather conditions, extraordinary circumstances, which could not have been foreseen or avoided, or have occurred immediately. The activity is than rescheduled for a day or two – prior or after the date booked. If the change is not possible, the payments will be refunded in full amount.

LIABILITY INSURANCE
According to the Tourism Services Act, the Agency shall have a signed agreement with the insurer. Against liability for damage caused to the Client by failing to meet obligations relating to the package tour.

PERSONAL INFORMATION SECURITY
During the booking process all our guests are asked for some personal information – which is never shared with a third party and is used only by the Waterworld marketing department.
Read more: Privacy policy

COMPLAINTS AND REFUND CLAIMS
Please contact your tour leader/guide or representative immediately if the tour services are incomplete or executed below standard. We will considered the refund claims as invalid unless the Agency was notified on time. Please send all refund claims to the Agency in written within 7 days of the completion of the trip.

The Client is entitled to compensation in the amount of real value of services that have not been provided. All and any possible disputes shall be settled at a Split based court

COURT JURISDICTION

You have the right to judicial arbitration. The Client and the Agency will aim to settle possible law suits. Agreements not reached, become subject of the Split Court jurisdiction – nder the authority of the laws of the Republic of Croatia.