TERMS & CANCELLATION POLICY
Sea Runner shall guarantee the execution of the travel program (service) contracted with the Client. Service is considered contracted when Sea Runner issue a voucher to the Client. The contract is on the Client’s name and is non-transferable.
The Client is obligated to provide any information which is required for the reservation process on time. The price of service includes costs as described in trip program.
The prices do not include costs which are not described in the trip program.
Reservations and payments of tours
All reservations are confirmed upon 30% (of total reservation cost) deposit payment.
Deposit payment is due 15 days prior to the tour.
Full payment is due 5 days prior the first day of the reserved service.
If other deposit method is applied, Sea Runner must confirm it in writing, via e- mail to the Client.
If deposit payment is not done on due date, Sea Runner reserve the right not to provide reserved services and contract is terminated.
Cancellation of day tours
If the Client should cancel the travel, all Client’s cancellations must be in writing, via e-mail. The written cancellation date shall be the base for the compensation of cancellation costs which shall be collected by Sea Runner. In a case of a cancellation or a no- show, Client will be charged with the below percentage of total arrangement price:
- 16 or more days prior to execution: 0%
- 5 – 15 days prior to execution: 30%
- 0 – 4 days prior to execution or no show: 100%
Agency cancellation policy
The active holiday itineraries are subject to change depending on group abilities and preferences, weather conditions, water levels, force majeure, special events of interest and similar. For Client’s safety and comfort reasons, Sea Runner reserves the right to alternate program with prior notice.
Client has to provide information about special passenger requirements (e.g. disabilities, age etc.). Children younger than 2 years are subject of prior acceptance confirmation. Minors must be accompanied by at least one parent or legal guardian. If information is not correct or is not provided during reservation process Sea Runner is allowed to abort contract without refund to a Client and to require damage compensation from Client.
In case of major changes or cancellations of a specific program booked by the Client, Sea Runner will advise the Client as soon as possible and provide the following options:
- Client may accept a new departure date or program
- Client may accept a replacement excursion of equivalent or closely similar itinerary
- Client may cancel reservation and receive a full refund of the money paid.
The Client is obligated to Sea Runner of his/her decision within 1 day of the offer.
If the Client does not decide, Sea Runner will book a replacement excursion.
In the unlikely case of extreme weather conditions, extraordinary circumstances, force majeure etc., which could not have been foreseen or avoided or have occurred immediately before the start of the trip, Sea Runner will reschedule the activity for a first possible date, if possible. If the change is not possible, the payments will be refunded in full.
Client has to be able to understand and follow security instructions from crew on board and consequently not under the influence of intoxicants. Otherwise Sea Runner is allowed to abort contract without refund to a Client and to require damage compensation from Client.
Sea Runner is insured with the Euroherc osiguranje d.d. – insurance company.
The travel prices do not include casualty and disease insurance, risk of damage and baggage loss insurance, nor do they include voluntary health insurance. By making the payment for a tour, it is deemed that the Client has been advised to take additional health & travel packet insurances, which can be purchased directly at an insurance company of one’s own choice.
Personal information security (GDPR)
The Client provides personal information of his/her own free will. Personal information is required for processing requested services. The same information shall be used for inter-communication. Sea Runner is under obligation that the personal information of the Client will not be taken out of the country or given to a third party except for the purpose of carrying out requested services. The exception of passing on personal information to third parties refers to cancellation insurance or other insurance cases for the duration of the trip both Client is obligated to:
- Have valid travel documentation
- Respect and abide by all customs and foreign exchange regulations of the destination country
- Advise Sea Runner of any form of disability or impairment, which may restrict the enjoyment of the Client ‘s trip
- Provide the document which confirms payment of service (the voucher, bank receipt or excursion ticket received by mail, e-mail or in person) to the service provider
- Enquire whether or not he/she requires a visa for Croatia as well as neighbouring countries if travelling through them is included in the itinerary.
If the Client does not follow these regulations, he/she will be held responsible for any expenses or damages. By confirming a reservation, the Client is obligated to pay the service provider on the spot for any damage(s) he/she may have caused.
Complaints and refund claims
If the services are incomplete or the Client is not satisfied he/she should contact Sea Runner employee (tour leader/guide/representative) immediately in order to find a satisfactory change or replacement. Refund claims will be considered invalid unless Sea Runner was notified in written, within a legal term. The Client is entitled to compensation in the amount of real value of services that have not been provided, whereas the highest indemnity per complaint may amount to the amount of the tour price. The Client shall waive the right to ideal compensation.
Should a Client not be satisfied with the manner in which his/her complaint was handled, he/she has the right to judicial arbitration. The Client and Sea Runner will aim to settle possible law suits in the application of this Agreement and if an agreement cannot be reached, the issue will become subject to the decision of the Split Court jurisdiction, under the authority of the laws of the Republic of Croatia.