Complaints

Clients may submit complaints by e-mail to: info@hidden-adriatic.com

The complaint should include the client’s full name, contact details, booking or payment reference, service date, description of the issue and any relevant supporting documents, photographs or correspondence.

Hidden Adriatic will review the complaint and respond within  15 days from receiving a complete complaint.

If the complaint relates to a third-party supplier, Hidden Adriatic may need to contact the supplier before issuing a final response.

Cancellations

Cancellation terms depend on the individual offer, service type, travel dates, already performed work, supplier conditions and non-refundable costs.

The client should submit any cancellation request in writing to info@hidden-adriatic.com.

Specific cancellation terms may be stated in the individual offer, booking confirmation, pro forma invoice or travel documentation. Where such specific terms exist, they prevail for that particular arrangement.

Refunds

Refunds may be possible where permitted by the individual offer, supplier conditions and applicable law.

Refunds may not be available, or may be only partially available, for non-refundable supplier costs, already performed services, planning work, deposits, administrative costs, accommodation, transport, guide services, entrance tickets, experiences or other services that have already been booked, paid or performed.

Where a card payment refund is approved, the refund will generally be made to the same card or through the same payment channel used for the original payment, where technically and contractually possible.

Approved refunds will be processed within 30 days from refund approval, unless another deadline is stated in the individual offer or required by applicable law.

Clients are encouraged to review the cancellation and refund conditions stated in their individual offer before making payment.