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Terms & Conditions

TERMS AND CONDITIONS

1. COMPANY INFORMATION

More Mandic d.o.o. (hereinafter: “Agency”)
VAT: 30052107923
Court of Registration: Commercial court in Zadar
Address: Babčanska 10, 23207 Sv. Filip Jakov, Croatia
Email: This email address is being protected from spambots. You need JavaScript enabled to view it.
Working hours: Mon - Fri 9 AM - 5 PM local time CET

2. APPLICABILITY

These Terms & Conditions (hereinafter: “T&Cs”) apply to all bookings made with the Agency. By confirming a booking and paying a deposit or full price, the client (hereinafter: “Client”) agrees to these T&Cs.

3. OBLIGATIONS OF THE AGENCY AND THE CLIENT

3.1. Obligations of the Agency

The Agency is obliged to provide the Client with services of the same content and quality as stated in the booking confirmation. The Agency must protect the Client’s rights and interests in accordance with Croatian law, fair business practices, and applicable travel regulations. The Agency is obliged to keep all personal data acquired about the Client private and secure. Personal information will not be disclosed to third parties without prior consent, unless required by law.

3.2. Obligations of the Client

The Client must provide all necessary data for the realization of the travel program accurately and on time, including information about health conditions, dietary restrictions, or other circumstances that may affect the travel experience. The Client must observe rules of conduct in hotels, transportation, and other service locations, and cooperate in good faith with Agency staff and service providers. The Client is liable for any damages resulting from non-compliance with these obligations.

4. ORDERING AND BOOKING

Client may book tours organized by Agency by email directly with Agency or with other authorized agents.

Before confirming a booking, the Client will receive a document including: total price, itinerary, travel dates, accommodation class, and means of transport.

Bookings are confirmed after the deposit payment is received. After receiving the deposit, the Agency issues a booking confirmation.

The balance is due 30 days prior to arrival if note differently defined for certain service. This will be clearly stated by agency during booking process. If booking is made less than 4 weeks before arrival, full payment is required.

If the Client fails to pay the balance by the deadline, the Agency reserves the right to cancel the booking and apply applicable cancellation fees.

5. PAYMENT AND PRICING

5.1.

Deposit of 30-50% of the program price (depending on the program) is at booking confirmation.

The remaining balance is due 30 days prior to arrival. Full payment is required if booking is made less than 4 weeks before arrival.

Payments may be made via wire transfer or major credit cards (Visa, Amex, Mastercard, Maestro) through our secure payment gateways (Flywire, WSPay). The Agency does not charge any additional fees for card payments.

Please note that credit card transactions may vary slightly due to currency conversion.

Prices may only be increased under the following circumstances:

  • Changes in transport costs due to fuel or energy price fluctuations
  • Changes in applicable taxes, fees, or government charges (including tourist taxes, landing fees, port charges, etc.)
  • Changes in relevant foreign exchange rates

Clients will be informed in writing at least 20 days before travel start if any such price adjustments occur.

The Agency is happy to discuss itinerary adjustments, accommodation changes, and special requests. Major changes within 30 days prior to arrival may be subject to a €250 administrative fee, except when Concierge service has been purchased.

Program prices do not include gratuities, entrance fees (unless specifically indicated), international flights, optional tours, personal insurance, personal expenses, beverages or food not specifically listed under “The Program Price Includes” at the back of your confirmed program.

5.2.

If a booking consists of a yacht charter or villa rental, different payment and cancellation conditions apply accordingly to contract signed upon booking.

6. CANCELLATION POLICY

6.1. Cancellation by Client:

  • 60+ days before arrival: Full refund minus €150 administrative fee and any non-refundable vendor fees.
  • 59-30 days: 50% of program price.
  • 29 days or less: 100% of program price.

Refunds may also be subject to the policies of hotels, boats, or other suppliers.

Agency cannot refund cancellations caused by force majeure events.

Cancellation insurance is strongly recommended.

6.2. 

If a booking consists of a yacht charter or villa rental, different payment and cancellation conditions apply accordingly to contract signed upon booking. 

7. FORCE MAJEURE

The Agency is not liable for delays, cancellations, or changes caused by events beyond reasonable control, including but not limited to natural disasters, war, riots, strikes, disease outbreak, traffic accidents, civil commotion, acts of government, or adverse weather. The Agency will make reasonable efforts to offer alternative arrangements.

8. HEALTH AND SAFETY

A 24-hour emergency contact number is provided to Client for urgent situations. Transfers:
  • All vehicles are equipped with separate dual A/C units for passengers.
  • Vehicles are disinfected between journeys.
  • Chauffeurs use personal protective equipment (PPE) when necessary.
Hotels:
  • Only properties meeting strict hygiene and safety standards are selected.
  • Where available, SafeGuard Labels or verified internal Health & Safety programs ensure compliance with good practices.
  • Clients are expected to comply with the hotel’s safety protocols during their stay.

9. CLIENT COMPLAINTS

This complaint procedure is provided in accordance with applicable Croatian law, including the Law on Tourist Activity (NN 130/17, Article 6) and its amendments (NN 41/14, 110/15), and fair business practices. Clients may submit complaints regarding any unfulfilled contractual services in writing within seven (7) days after tour completion. Complaints submitted after this period may still be considered, but timely submission ensures prompt handling. Complaints may be submitted via:
  • Email: This email address is being protected from spambots. You need JavaScript enabled to view it.
  • Post: More Mandic d.o.o., Babčanska 10, 23207 Sv. Filip Jakov, Croatia
Complaints submitted by email are considered valid and binding only if they include all required information and supporting documents. Clients are encouraged to report issues to the Agency immediately so they can be resolved promptly on-site. To be valid, complaints must include:
  • Full name and contact information of the person submitting the complaint
  • A clear explanation of the reasons for the complaint
  • Relevant evidence, including receipts, vouchers, photographs, or other documentation.
All personal information provided in the complaint will be archived according to the Personal Data Protection Act and will not be used for any other purposes. The Agency will acknowledge receipt of the complaint promptly and provide a written response no later than fifteen (15) days from the receipt of the complaint. Compensation, if granted, will cover only the portion of services not performed, and does not include services already used or ancillary expenses not included in the contract. If delays or cancellations occur due to unforeseeable events beyond the control of the Agency (as described in the Force Majeure clause), the Agency will follow the procedures set out in the Terms and Conditions to offer appropriate alternative solutions. The Agency will maintain a written record of all complaints for at least one year from the date of receipt.

10. PRIVACY AND COOKIE POLICY

10.1. Personal Data Processing:

We respect your privacy and handle your personal data in full compliance with GDPR. As a Client, you have the following rights:
  • Access your data
  • Request rectification or erasure
  • Restrict or object to processing
  • Data portability
Your personal data is collected and processed only for the following purposes:
  • Execution of booked services
  • Marketing communications (only if you have provided consent)
  • Internal business protection and administrative purposes
  • Compliance with legal obligations

10.2. Third-Party Processing:

We may share your personal data with trusted subcontractors and partners only when necessary to provide contracted services, such as accommodation providers, transportation services, tour guides and excursion operators.

10.3. Cookies & Tracking:

Our website uses cookies to improve your experience. These may include:
  • Analytics cookies – to monitor website usage and performance
  • Advertising cookies – for personalized offers and promotions
  • Functional cookies – to remember preferences, login information, or site settings
You may opt out of non-essential cookies at any time through your browser or website settings.

10.4. Social Media Plugins:

Our website may include social media plugins (e.g., Facebook, Twitter, LinkedIn).
  • These plugins collect user data only if you give consent
  • Clear instructions are provided for opting out of these plugins at any time

11. WARRANTY AND INSURANCE

11.1. Insurance and competent authorities

In accordance with the Law on Tourist Activity, in the event of insolvency or bankruptcy of the Agency, clients who are currently traveling or who have already paid deposits should contact the service provider indicated on their travel documents as soon as possible. More Mandić d.o.o. confirms that, in accordance with the Law, it holds insolvency guarantee insurance (Generali osiguranje, policy no. P15-10200001196) for package tours and linked travel arrangements, as well as liability insurance (Generali osiguranje, policy no. P13-1020285014) covering damages arising from non-fulfillment, partial fulfillment, or negligent fulfillment of obligations related to the package tour. The above insurance policies apply when More Mandić d.o.o. is the organizer of the package tour and related travel arrangements. In such cases, all necessary information regarding the insurer and the procedure for claiming rights will be provided in the Contract / Confirmation Letter. Insurer details: Generali osiguranje d.d. Slavonska avenija 1b, 10000 Zagreb, Croatia Phone: +385 (0)1 4600 400 Fax: +385 (0)1 4600 600 Email: This email address is being protected from spambots. You need JavaScript enabled to view it. The central contact point for administrative cooperation with the central contact points of other EU/EEA countries regarding insolvency protection, which must be applied by the organizer, is: Ministry of Tourism and Sports of the Republic of Croatia Prisavlje 14, 10000 Zagreb, Croatia Email: This email address is being protected from spambots. You need JavaScript enabled to view it. Phone: +385 1 6169 111 The competent authority for supervision over the provision of tourist services is the State Inspectorate of the Republic of Croatia – Tourist Inspection Service, Ulica Mike Tripala 6, 21 000 Split.

11.2. Client Insurance

All clients and party members must have adequate travel insurance, covering accidents, illness, cancellations, baggage loss, and medical evacuation. Agency strongly advises purchasing comprehensive travel insurance from the preferred provider covering expiration, cancellation, interruption, accident, illness, damage/loss of baggage, voluntary health insurance abroad, and assistance/return expenses. Upon confirmation of the reservation, the Client acknowledges that adequate travel insurance has been obtained. If the Client does not stipulate additional insurance, the Agency assumes that all necessary travel insurance is already arranged in the Client’s home country. Payment of deposit constitutes acceptance of these T&C.

12. TRAVEL DOCUMENTS

Upon receipt of the deposit, the Agency will issue booking confirmation. Upon receipt of the balance payment, the Agency will send the Client a final travel document in PDF format, including all contact details, departure times, and other essential information. Clients are not required to carry any paper documents, vouchers, or confirmation letters; however, the Agency strongly recommends traveling with the final travel document, issued approximately one month prior to arrival. Clients should verify the latest travel information with local embassies, their confirmation documents, and ensure passport validity. It is the Client’s responsibility to possess the correct travel documents for their trip. Official travel information: