TERMS AND CONDITIONS
GENERAL PROVISIONS UTO DAL MARE (hereinafter referred to as “the Agency”) guarantees the execution of the travel program. These Terms and Conditions apply to all services provided by the Agency to the Clients. The Client is obligated to read the terms and conditions before making a reservation and payment.
RESERVATIONS AND PAYMENT Most of the Agency’s tours, excursions, and transfers are booked immediately subject to dates and availability. By making an online reservation via the Agency’s website, the Client is expected to pay the full amount for all selected products at once. After proceeding to checkout and finalizing the payment, the Client will receive a confirmation email containing trip details and the ticket.
Online payments are processed exclusively via credit card through a secure and encrypted payment gateway.
Certain tours or excursions may require manual confirmation prior to charging the Client’s credit card. In such cases, the Client will receive an email regarding the pending reservation status. The Agency reserves the right to confirm or cancel the reservation based on current availability and operational circumstances. If the Client wishes to pay by bank transfer, they must contact the Agency directly.
PRICING The prices of our tours are listed in Euros (EUR), which is the official Croatian currency. The Agency reserves the right to adjust prices in the event of drastic changes in transport costs, currency exchange rates, or other underlying service costs.
CANCELLATION POLICY ALL cancellations must be submitted in writing and sent to the Agency via email at dalmaretravel@gmail.com with the subject line “CANCELLATION”. The date of the written cancellation is the basis for calculating cancellation fees, according to the following conditions (percentage of the total arrangement price):
8 or more days prior to arrival: 0% cancellation fee. (The Client is entitled to a full refund).
2 to 7 days prior to arrival: 0% cancellation fee. (The Client is entitled to a full refund).
24 hours prior to arrival or No-Show: 100% cancellation fee. (Clients who cancel within 24 hours of the scheduled departure, or fail to appear at the designated meeting point at the scheduled time, are not entitled to a refund).
Failing to appear for the tour without prior written cancellation entitles the Agency to withhold 100% of the payment made, regardless of the reason for cancellation.
ITINERARY CHANGES AND EXTREME WEATHER Agency tours and excursions are subject to change depending on group abilities, preferences, weather conditions, water levels, special events, or extraordinary circumstances (Acts of God) that cannot be avoided. For the safety and comfort of the Client, the Agency reserves the right to alter the program without prior notice.
In the event of major changes or the cancellation of a specific tour by the Agency, the Client will be notified as soon as possible and offered the following options: a) Accept a new departure date or destination. b) Accept a replacement tour/excursion of equivalent or similar value. c) Cancel the booking entirely and receive a full refund.
The Client must inform the Agency of their decision within 24 hours of receiving the offer. If the Client fails to respond, the Agency will automatically book the replacement tour. The Agency may also postpone a tour in case of extreme weather conditions. The activity will be rescheduled for a day or two prior to or after the original date. If rescheduling is not possible, the Client will receive a full refund. The Agency reserves the right to cancel any trip if the minimum number of participants (as stated in the tour description) is not met, in which case the Client will receive a full refund.
HEALTH, SAFETY, AND WAIVER OF LIABILITY Clients must disclose any medical conditions, allergies, or physical limitations that may affect their participation in adventure activities prior to booking. Due to the nature of extreme sports such as canyoning and rafting, all participants may be required to sign a waiver of liability before engaging in the activities. The Agency is not liable for injuries, losses, or damages incurred during trips unless caused by the Agency’s gross negligence.
CODE OF CONDUCT For safety reasons, participants are expected to strictly follow the instructions of our guides at all times and respect fellow participants and the environment. The Agency reserves the right to remove participants from activities without a refund if they act in a manner that endangers themselves, others, disrupts the experience, or violates local laws.
INSURANCE All tours organized by UTO DAL MARE are covered by an insurance policy provided by Generali Insurance. Please note that our tour prices do not include insurance against loss or damage to luggage, nor do they cover voluntary travel health insurance. The Agency strongly advises Clients to purchase independent travel cancellation insurance, accident and illness insurance, luggage insurance, and emergency medical evacuation insurance from their preferred provider before traveling.
LIABILITY INSURANCE In accordance with the Croatian Tourism Services Act, Dal Mare confirms that it holds a valid Liability Insurance policy for damages caused to the passenger by failure to meet, partially meet, or improperly meet obligations related to the package tour.
PRIVACY POLICY AND DATA SECURITY The Client provides personal information voluntarily. This information is required solely for the processing of requested services and will be used exclusively by the Agency. During the booking process, Clients are asked for basic personal details, which are never shared with third parties and are processed securely.
COMPLAINTS AND REFUND CLAIMS The Client is obliged to notify the Agency without delay regarding any non-compliance or issues identified during the execution of the tour. Clients are urged to immediately contact their tour leader, guide, or Agency representative if the service is incomplete or below standard.
All refund claims must be submitted to the Agency in writing within 7 days of the completion of the trip to dalmaretravel@gmail.com. The Agency will consider refund claims invalid unless notified in a timely manner. The Client is entitled to a refund equivalent to the real value of the unprovided services, up to the maximum amount of the full program price.
COURT JURISDICTION The Client and the Agency will aim to resolve any disputes amicably and by mutual agreement. If an agreement cannot be reached, the dispute shall become subject to the jurisdiction of the Court in Split, under the authority of the laws of the Republic of Croatia.
AMENDMENTS TO TERMS The Agency reserves the right to update or modify these Terms and Conditions at any time without prior notice. Continued use of the website or our services after such changes constitutes your acceptance of the revised Terms and Conditions.