General Terms and Conditions of Travel and Bike Tours

The General Terms and Conditions of Travel of the Maremonti Istra travel agency form an integral part of package travel arrangements and the travel organization contract concluded between the Maremonti Istra travel agency (hereinafter referred to as the AGENCY) and the contract holder/service user (hereinafter referred to as the TRAVELER).

These Terms and Conditions govern the mutual relationship between the travel organizer—the Agency—and the Traveler, or the contract holder in cases where the contract holder enters into a travel organization contract (hereinafter referred to as the Contract) on behalf of a third party as the Traveler.

The Contract shall be deemed concluded and binding once it has been signed by an authorized employee of the Agency and the Traveler, or once consent has been confirmed by other means (distance communication, email, etc.), and it shall produce legal effects upon receipt by the Agency of the agreed payment within the specified deadline.

REGISTRATION AND RESERVATIONS

The Traveler may register for a trip at the Agency’s office, at other authorized agencies in person, by telephone, via the internet, or by other means of distance communication.

Upon registration, the Traveler shall pay 30% of the total package price (unless otherwise stated in the program), while the remaining balance must be paid no later than 30 days prior to the commencement of the trip (unless installment payment is agreed or otherwise specified in the program). Failure to meet this obligation shall be deemed a cancellation of the reservation, without entitlement to a refund of the paid deposit.

The remaining balance may not be paid in credit card installments.

When concluding the Contract, the Traveler is obliged to provide accurate personal data and to submit all documentation required for the organization of the trip in a timely manner. The Traveler guarantees that all provided data are correct and valid and accepts all legal obligations arising therefrom.

PROGRAM PRICES

Package prices published in the travel program are valid from the date of publication. Prices are based on the Agency’s contracts with its partners and may differ from prices published on-site at the destination; any such price differences shall not be subject to complaints.

The organizer reserves the right to change published prices in the event of changes in service costs or extraordinary circumstances (exchange rate fluctuations, transportation costs, etc.). The Traveler agrees to accept an increase in the agreed price of up to 8%. If the price increase exceeds 8%, the Traveler shall have the right to terminate the Contract by providing written notice to the Agency within two working days of receipt of such notice. Failure to do so shall be deemed acceptance of the price increase.

CATEGORIZATION, ACCOMMODATION, AND SERVICE DESCRIPTION

Hotels, apartments, and other accommodation facilities listed in the Agency’s programs are described in accordance with the official categorization applicable in the destination country at the time of program publication. Local categorizations may differ significantly.

The level of comfort, food, and other services depends on local standards and may vary between destinations. The Agency shall not be liable for any oral or written information not consistent with the official service descriptions stated in the program.

CANCELLATION BY THE TRAVELER

If the Traveler cancels the package, the Agency shall retain the following amounts from the total package price (unless otherwise stated in the program). The date on which the cancellation is received shall serve as the basis for calculating cancellation fees:

European Travel, Holidays, and Bike Tours:
Up to 30 days before departure: 40% of the package price
29–22 days before departure: 60% of the package price
21–15 days before departure: 80% of the package price
14 days or less before departure: 100% of the package price

GIFT VOUCHER

A Gift Voucher purchased from the Agency is valid for one year from the date of issue or payment and is valid exclusively for the person named on the voucher. Gift Vouchers are non-transferable and may not be redeemed for cash.

TRAVEL INSURANCE

In accordance with Directive (EU) 2015/2302 on package travel and linked travel arrangements and the Croatian Tourism Services Act, the travel price does not include travel insurance unless explicitly stated otherwise in the program.

The Agency recommends that all Travelers, and in particular foreign Travelers, take out appropriate travel insurance covering medical expenses abroad, luggage insurance, and trip cancellation insurance.

The Traveler acknowledges that, if the recommended insurance is not taken out, they bear sole responsibility for any costs or consequences arising from illness, accident, loss of luggage, or trip cancellation.

The Agency acts as an intermediary in arranging travel insurance only where this is explicitly stated in the program or the Contract.

ORGANIZER’S RIGHT TO CANCEL THE TRIP

In accordance with Directive (EU) 2015/2302 and the applicable provisions of the Croatian Tourism Services Act, the Agency reserves the right to cancel the trip if an insufficient number of Travelers have registered, provided that the Traveler is informed within the following time limits:

no later than 20 days before the start of trips lasting more than 6 days;
no later than 7 days before the start of trips lasting between 2 and 6 days;
no later than 2 days before the start of trips lasting less than 2 days.

The Agency may terminate the Contract prior to the start of the trip without liability for compensation if unavoidable and extraordinary circumstances occur that prevent the performance of the Contract and could not have been foreseen, avoided, or remedied.

In such cases, the Traveler shall be entitled to a full refund of all payments made, without entitlement to any additional compensation or damages.

ORGANIZER’S OBLIGATIONS

In accordance with Directive (EU) 2015/2302 and the Croatian Tourism Services Act, the Agency is responsible for the performance of the travel services included in the package, irrespective of whether such services are performed by the Agency itself or by other service providers.

In the event of non-performance or improper performance of any contracted service, the Agency shall remedy the lack of conformity without undue delay or, where appropriate, offer a suitable alternative.

GUARANTEE INSURANCE

In case of payment impossibility or bankruptcy of the travel organizer, Travelers present on the trip, as well as those who have paid advance payments for the trip, should contact Adriatic Osiguranje d.d., Listopadska 2, 10000 Zagreb, as soon as possible, providing the address or phone number where the insurance representative can contact them. This document serves as confirmation of insurance in case of bankruptcy or payment impossibility of the travel organizer. The insurance policy number for the tourist package arrangement is OVO686013482.

LIABILITY INSURANCE

In accordance with the Law on the Provision of Tourism Services, the Agency has concluded a liability insurance policy with Wiener osiguranje Vienna Insurance Group d.d., policy number 1322-00065605, covering liability for damages caused to the Traveler by non-performance, partial performance, or improper performance of obligations related to the package arrangement.

TRAVELER’S / PROGRAM USER’S OBLIGATIONS

The Traveler is obliged to adhere to the rules of behavior in accommodation and other facilities, as well as in means of transportation, and must not impede the smooth progress of the travel program with their actions or endanger the rights of other Travelers in the use of Agency services. If the Traveler causes damage to the service provider by their behavior, disrupts the smooth progress of the travel program, besides the right to compensation for damages, the Agency has the right to terminate the trip, in which case it will be considered that the trip was terminated at the request of the Traveler, and the Agency is not obliged to bear the costs of returning the Traveler to the place of departure. The Traveler is responsible for their documents and belongings, ensuring that their personal documents and luggage comply with the conditions prescribed by customs, health, and other administrative regulations of their own country as well as the country they are traveling to. If the Traveler is prevented from further travel due to non-compliance with customs regulations, they will bear all costs incurred for the return, as well as for unused services from the program, themselves. If the Traveler is a minor or a child, the parent/guardian is obliged to accept the return of the child home or come to pick up the child at their own expense.

DATA PROTECTION

The Traveler voluntarily provides personal data to the Agency for the purpose of performing the travel arrangement. Personal data shall be processed and stored in accordance with applicable data protection regulations.

HANDLING COMPLAINTS

The Traveler has the right to submit a complaint regarding non-performance or improper performance of contractual obligations.

The Traveler is obliged to notify the Agency or the relevant service provider of any lack of conformity without undue delay, in order to allow the issue to be remedied on the spot.

A written complaint must be submitted to the Agency within 8 days after the end of the trip, together with relevant documentation.

The Agency shall provide a written response within 15 days of receipt of the complaint, in accordance with applicable legal provisions.

In the event of a dispute, the Traveler and the Agency shall endeavor to resolve the matter amicably. Failing such resolution, the competent court at the Agency’s registered office shall have jurisdiction, and the laws of the Republic of Croatia shall apply.

Pula, 18 December 2025

TERMS AND CONDITIONS – Excursions (less than 24 hours)

By purchasing an excursion online, at the office, or through our sub-agents, participants automatically accept the Terms and Conditions of Maremonti Istra d.o.o. (hereinafter referred to as the Organizer).

Maremonti Istra d.o.o., headquartered in Pula, Flavijevska 22, Pula, Croatia (VAT number: 62010358521), organizes bike tours in Croatia under the program name “Bike Tour Istria.”

GENERAL

Bike tours and excursions are defined as trips combining at least two services and lasting less than 24 hours. Excursions will take place for a minimum of 2 participants*, unless otherwise specified in the program. For safety reasons, minors under the age of 16 are not permitted to book a tour unless accompanied by an adult over 18 years of age.

CANCELLATION POLICY

If the minimum number of participants is not met, the contracted service will not be provided, and any deposit paid will be refunded.

The excursion will not take place in the event of adverse weather conditions or extraordinary circumstances (force majeure). In all such cases, the Organizer reserves the right to assess the suitability of conducting the excursion. If the excursion is canceled due to bad weather, the client will not be charged any fee.

Applicable cancellation fees:

• Up to 7 days before the excursion – 30% of the total amount
• From 6 days to 72 hours before the excursion – 50% of the total amount
• Within 72 hours before the excursion – 100% of the total amount
• In case of delay or no-show – 100% of the total amount

ORGANIZER’S RESPONSIBILITIES

Excursions will be conducted according to the program.

The Organizer provides bicycles and helmets in good condition, which participants must return in the same condition at the end of the excursion.

An English-speaking guide will accompany participants throughout the excursion.

The Organizer disclaims all claims for damages except in cases of intent or gross negligence and is not liable for any damage to participants, third parties, or equipment during the excursion.

The Organizer is not responsible for the loss of baggage, money, valuables, or other personal items during the excursion.

PARTICIPANT RESPONSIBILITIES

Participation implies acceptance of these terms by the client.

Participants are fully responsible for their own actions and waive any claims for damages against the Organizer except in cases of the Organizer’s intent or gross negligence.

Participants declare that:

• They can ride a bike safely;
• They are in good health.

Participants must provide a valid ID (passport, identity card, or health certificates if requested).

Participants must act reasonably, prudently, and responsibly, particularly regarding the equipment provided by the Organizer, which they use at their own risk.

Participants are responsible for any damage to equipment provided to them.

Parties agree that any disputes arising from the interpretation or application of this Agreement will be resolved exclusively by the courts in Croatia.

INSURANCE

In accordance with Directive (EU) 2015/2302 and the Croatian Tourism Services Act, the excursion price does not include travel insurance. The Organizer recommends all Travelers, especially foreign travelers, to obtain travel insurance covering:

• Medical expenses abroad
• Loss of luggage
• Trip cancellation

Travelers who do not obtain recommended insurance bear all costs and risks related to illness, accident, loss of luggage, or trip cancellation.

The Organizer holds liability insurance with Wiener Insurance Vienna Insurance Group covering passengers and may act as an intermediary for arranging travel insurance if explicitly stated in the program.

Maremonti Istra d.o.o.
MBS040159710
PDV ID: HR62010358521

Pula, 18 December 2025