1. General
These Terms and Conditions of Sale apply to services arranged by Hidden Adriatic Ltd., Travel Agency, Vlade Grozdanića 16, 51000 Rijeka, Croatia.
Hidden Adriatic provides bespoke travel planning, tailor-made tours and individually arranged travel services. The website is used for presentation, inquiry and communication purposes. Services are not purchased through a standard webshop cart. Payments may be made by card through a secure Monri / WSPay payment link after the client has received and accepted an individual offer, booking confirmation, pro forma invoice or other written confirmation.
Before publication, these Terms should be checked by the responsible person of Hidden Adriatic and, where necessary, by a legal adviser or accountant, especially regarding cancellation terms, refund deadlines, VAT treatment and third-party supplier conditions.
2. Inquiry and Ordering Process
The client may contact Hidden Adriatic by website form, e-mail, telephone or another agreed communication channel.
After receiving the inquiry, Hidden Adriatic may request additional information needed to prepare a suitable travel proposal, such as travel dates, number of travellers, destination preferences, accommodation preferences, budget range, special interests, dietary requirements, mobility considerations, transport requirements and other relevant details.
Based on the client’s request and available information, Hidden Adriatic prepares an individual offer, itinerary, service proposal, booking confirmation, pro forma invoice or other written confirmation.
The offer may include a description of the services, travel dates, included and excluded items, price, payment terms, cancellation conditions, refund conditions, supplier conditions and any special notes relevant to the specific arrangement.
3. Acceptance of the Offer
The client accepts the offer by written confirmation, payment, partial payment, deposit payment or by another method stated in the individual offer.
By accepting the offer, the client confirms that they have reviewed the service description, price, payment conditions, cancellation conditions, refund conditions and any special terms stated in the individual offer.
Hidden Adriatic reserves the right to request a deposit, partial payment or full payment before confirming certain services, especially when third-party suppliers require advance payment or when availability is limited.
4. Payment by Monri / WSPay Payment Link
After the offer has been agreed, Hidden Adriatic may send the client a secure Monri / WSPay payment link for card payment.
The payment link will correspond to the agreed amount, currency and payment purpose stated in the offer, booking confirmation, pro forma invoice or other written confirmation.
The client is responsible for checking the payment amount, service description and payment purpose before completing the transaction.
Card details are entered on a secure Monri / WSPay payment page. Hidden Adriatic does not store full card numbers, CVV codes or other sensitive card authentication data on its website or servers.
5. Confirmation of Reservation
A reservation or service arrangement is confirmed after Hidden Adriatic receives the required payment and sends the client a written confirmation, unless otherwise stated in the individual offer.
If a service depends on third-party availability, the final confirmation may also depend on confirmation from hotels, guides, transport providers, restaurants, experience providers or other suppliers.
6. Service Delivery
Hidden Adriatic does not deliver physical products. Delivery means the performance of the agreed travel or tourism service.
Travel documentation, confirmations, itineraries, vouchers or relevant instructions may be delivered by e-mail or another agreed digital communication channel.
The service is performed according to the accepted offer, confirmed itinerary, agreed dates and applicable supplier conditions.
7. Client Responsibility for Information Accuracy
The client is responsible for providing accurate, complete and timely information necessary for preparing and performing the agreed service.
This may include names and surnames of travellers, contact details, travel dates, passport or ID information where necessary, dietary requirements, health or mobility information relevant to safe service delivery, border-crossing information, accommodation preferences and other details needed for the arrangement.
Hidden Adriatic is not responsible for costs, delays, inability to perform the service or supplier charges caused by incorrect, incomplete or late information provided by the client.
8. Changes to Reservations
Requests for changes must be submitted in writing to info@hidden-adriatic.com.
Hidden Adriatic will make reasonable efforts to accommodate requested changes, subject to availability and supplier conditions.
Changes may result in additional costs, price differences, administrative fees, supplier charges or non-refundable costs. Any such costs will be communicated to the client where possible before the change is confirmed.
A change is confirmed only when Hidden Adriatic confirms it in writing.
9. Cancellation by the Client
The client may cancel the agreed service by sending a written cancellation request to info@hidden-adriatic.com.
Cancellation conditions depend on the individual offer, service type, travel dates, supplier conditions, already performed work and costs already incurred.
Certain services, deposits, booking fees, planning fees, third-party services, accommodation, transport, guide services, entrance fees or other travel components may be partially or fully non-refundable, especially if such conditions were stated in the individual offer or imposed by third-party suppliers.
10. Cancellation or Changes by Hidden Adriatic
Hidden Adriatic may propose changes to the itinerary or service if necessary due to availability, weather, safety reasons, operational reasons, force majeure, supplier changes or circumstances beyond its reasonable control.
Where possible, Hidden Adriatic will offer a comparable alternative. If a comparable alternative is not possible, the client will be informed about available options, which may include rescheduling, partial refund, supplier credit or refund according to the applicable terms.
11. Refunds
Refunds are handled according to the individual offer, cancellation conditions, supplier terms and applicable law.
Where a refund is approved for a card payment, the refund will generally be made to the same card or through the same payment channel used for the original transaction, where technically and contractually possible.
The exact refund amount may be reduced by non-refundable supplier charges, already performed services, administrative costs, bank/payment processing limitations or other costs stated in the individual offer.
Refund timing depends on the payment provider, card issuer, bank processing times and internal verification. Hidden Adriatic will process approved refunds within 30 days from approval, unless a different deadline is stated in the individual offer or required by applicable law.
12. Complaints
The client may submit a complaint by e-mail to info@hidden-adriatic.com.
The complaint should include:
- client’s full name;
- contact e-mail and telephone number;
- booking reference, invoice number, offer number or payment reference, if available;
- travel dates and service description;
- clear description of the issue;
- supporting documentation, photographs or correspondence, where relevant;
- requested resolution.
Hidden Adriatic will acknowledge and respond to complaints within 15 days from receiving a complete complaint, unless a different statutory deadline applies.
Where a complaint relates to a third-party supplier, Hidden Adriatic may need to contact the supplier before providing a final response.
13. Third-Party Supplier Conditions
Some services may be provided by third parties, including but not limited to accommodation providers, licensed guides, transport companies, restaurants, wineries, cultural institutions, activity providers, event organisers or other travel-related suppliers.
Third-party supplier terms may apply to availability, booking confirmation, cancellation, changes, refunds, safety requirements, age limits, health requirements, weather dependence and other operational conditions.
Where relevant, such conditions will be communicated in the individual offer, booking confirmation or travel documentation.
14. Travel Documents, Insurance and Legal Requirements
The client is responsible for ensuring that all travellers have valid travel documents, visas, permits, insurance, health documentation and other documents required for travel, border crossing and participation in the agreed services.
Hidden Adriatic recommends that clients obtain appropriate travel insurance, including cancellation insurance, medical insurance, luggage insurance and coverage for activities included in the itinerary, where applicable.
15. Force Majeure
Hidden Adriatic is not liable for failure or delay in performance caused by circumstances beyond its reasonable control, including but not limited to extreme weather, natural disasters, strikes, traffic disruptions, border restrictions, epidemics, pandemics, government measures, war, terrorism, civil unrest, supplier failure, technical disruptions or other force majeure events.
In such cases, Hidden Adriatic will make reasonable efforts to assist the client and propose available alternatives, subject to supplier conditions and applicable law.
16. Governing Law and Jurisdiction
These Terms and Conditions are governed by the laws of the Republic of Croatia.
Any disputes shall be resolved primarily by mutual agreement. If no amicable solution is reached, the competent court in Croatia shall have jurisdiction, unless mandatory consumer protection rules provide otherwise.