PAYMENT

There are two forms of payment you can do after booking your holiday;

1. Bank Transfer

Please transfer the payments to:
Privredna Banka Zagreb d.d.
Račkoga 6, 10 000 Zagreb, Croatia
SWIFT: PBZGHR2X
IBAN: HR89 2340 0091 1104 61708

For: 
Raftrek Travel d.o.o.
Z. Frankopanska 14
HR-49000 Krapina 

2. PayPal payment

PayPal is an e-commerce business allowing payments and money transfers to be made through the Internet. Online money transfers serve as electronic alternatives to traditional paper methods such as checks and money orders. A PayPal account can be funded with an electronic debit from a bank account or by a credit card. The recipient of a PayPal transfer can request a check from PayPal, establish their own PayPal deposit account or request a transfer to their bank account.

The PayPal Buyer Protection Policy states that the customer may file a buyer complaint within 45 days if they did not receive an item or if the item they purchased was significantly not as described. If the buyer used a credit card, they might get a refund via chargeback from their credit-card company.

RESERVATIONS AND PAYMENT

All reservations/bookings should be made in writing, by e-mail, fax or in person in Raftrek office as well as at the offices of our partner travel agencies. The Client is obligated to provide any information which is required for the reservation process. The deposit of 50% of the total amount is required at the time of booking. The remaining amount must be paid no later than 30 days prior to the beginning of the service. 

CANCELLATION POLICY

Cancellations must be in writing - by email or fax. Cancellation charges per person (percentage of total arrangement price):
- 30 or more days prior to arrival 10% 
- 29 – 22 days prior to arrival 25%
- 21 – 15 days prior to arrival 40%
- 14 – 8 days prior to arrival 80%
-  7 – 0 days prior to arrival 100%
- No show 100% 

CANCELLATION AND CHANGES MADE BY RAFTREK

The itineraries are subject to change depending on group abilities and preferences, weather conditions, water levels, other acts of God, special events of interest and similar. For client's safety and comfort reasons Raftrek reserves the right to alternate program without prior notice. In case of major changes or cancellations, Raftrek will advise the Client as soon as possible and provide the following options: 
a) Client may accept a new departure date or destination offered by Raftrek
b) Client may accept a replacement package/excursion of equivalent or closely similar itinerary
c) Client may cancel his/her booking altogether and receive a full refund of the money paid.
The Client is obligated to inform Raftrek of his/her decision within 7 days of the offer. If the Client does not, Raftrek will book a replacement package/excursion 

REFUND CLAIMS

If the client is not satisfied with the accommodation, equipment or service provided he/she should contact Raftrek employee (tour leader/guide/representative) immediately in order to find a satisfactory change or replacement. Refund claims will be considered invalid unless Raftrek was notified in time.
All refund claims must be submitted to Raftrek in written, within 30 days of the completion of the trip.
The Client is obligated to:
- Have valid travel documentation
- Respect and abide by all customs and foreign exchange regulations of the destination country
- Advise Raftrek of any form of disability or impairment, which may be 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 neighboring 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. 

CLIENT’S INSURANCE

All Raftrek clients are insured for the event of personal injury that may occur during local transfers or while taking part in guided outdoor activities to the maximum amount of 10,000 Euros. Insurance to higher amounts would significantly reflect the package/excursion price; therefore Raftrek recommends the clients to purchase travel and other additional insurance from a reliable insurance company in the country of residence. If the Client wishes to purchase additional insurance (injury, damage, lost property, and travel insurance) Raftrek strongly recommends each client to read the terms and conditions carefully. 

PERSONAL INFORMATION SECURITY

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. Raftrek 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 insurance against accidents and illness, insurance of lost luggage and health insurance for the duration of the trip both locally and abroad. Should the Client request insurance, the personal information of the Client will be passed on to the insurance company. The personal information will be kept in a database in accordance with the management’s decision on the method used for collecting, processing and securing personal information. 

COURT JURISDICTION

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 Raftrek 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 Zagreb Court jurisdiction, under the authority of the laws of the Republic of Croatia.

Sunce osiguranje is a modern and dynamic insurance company that has been successfully operating on the Croatian market for 14 years. During this period the company has developed itself in all types of insurance, increasingly focusing on health insurance. Today Sunce is the leading health brand and the largest private health care system in the country.

Basic company information:
Sunce osiguranje d.d. Zagreb
Headquarters: Zagreb, Trnjanska cesta 108
Personal Identification Number (OIB): 12012147571
Giro Account Number: 2481000-1100105120,
Kreditna banka Zagreb Company's Equity: 40,726,100.00 kunas (407,261 shares)
Nominal value per share: 100.00 kunas

You can arrange your travel insurance policy and cancellation insurance policy in our agency when finalizing your travel and payment arrangements. Travel Insurance is intended not only for Croatian residents travelling abroad, but also for foreign visitors in the Republic of Croatia. It can be concluded for the duration of at least 1 and at most 365 days, whereby it is obligatory to conclude a voluntary health insurance policy for foreign citizens, and it is possible to conclude an additional baggage insurance policy depending on the foreign visitor's choice.

When taking out travel insurance, it is obligatory to conclude a voluntary health insurance policy for the duration of the trip and the stay abroad, whereas additional insurance policies (accident insurance, baggage insurance and trip cancellation insurance) can be concluded according to the insured person's preferences.