Terms and conditions


These general conditions (hereinafter : TaC) regulate the relations between the EXEXCURSIONS AND SERVICES HEINRICH, HR-AB-01-21010132257, craft for tourist services, Supleti 3, 10000 Zagreb, OIB 79978369157, IBAN:5323600001102402185, responsible person: Nenad Heinrich, the owner (hereinafter: the Agency), as an individual or as a provider of offers via Internet and the customer or a third party as a beneficiary in the event that the policyholder buys a travel service in favour of a third party (client, tripper, vacationer or hereinafter: the Tourist).
Products that the Agency are: Boat trips, shore excursions and trips, accommodation, and other tourist's offers.
Internet purchase automatically means acceptance of these TaC and at the moment of payment these conditions will become a contract between the Agency and the Tourist.
Agency is working with the Tourist as:
• a tour operator, and in that case, acts in his own name and its own account, issues to the Tourist its own invoice and tourist voucher, which contains a detailed description of services, and assumes full responsibility for implementation of the excursions, cancellations, and deficiencies in performance of services, or
• an intermediary, in which case it acts in someone else's name but its own account, issues its own invoice and a ticket or the voucher from a tour operator, to whom are transferred all responsibilities for the performance of services.

1.  Service

On the website of our Internet travel agency  are listed services, descriptions, prices, special offers and benefits, payment methods and conditions that apply at the time of completed orders. All information on services provided by e-mail, or otherwise, shall be considered as an official letter and have the force of a contract. The Agency is required to provide the Tourist with services that have all contents and properties from the order and to take care of the rights and interests of the Tourist in compliance with the business practices of this industry, and to introduce him with all the conditions provided for border, customs, health, religious and other relevant regulations of his country and the country of destination. Before buying, the Agency, at the request of the Tourist is obliged to provide the Tourist with all the additional promotional materials in printed or electronic form and relevant information regarding the service. All quotes from the hotel, as well as the information contained in promotional materials, obliges the Agency on their fulfilment, after the customer's purchase. If the Tourist agreed with the Agency on a particular service, that has not been described on Web pages, and for which there is a record in electronic form or another, such an agreement has priority over standard website offer.

The Agency shall submit bids for services provided by:
• e-mail
• in person, or,
• as an integral part of the web shop.

2. Payment.

2.1. Payment terms.

2.1.1.  Prices.
All prices include taxes in accordance with Croatian law and law charges related to the above-described services. Such a price has to be visible to the Tourist before he completes the order.

2.1.2. Payment's time.

Under these TaC, the Tourist is obligated to pay the services at least 14 days prior to departure, unless otherwise determined by agreement between the contracting parties according to pre-arranged payment schedule. After payment, the Tourist will receive a notification from the Agency that will confirm the successful payment. In the absence of payment, The Agency will remind the Tourist, and if afterwards payment fails, it will be considered that he has given up on the service.

2.2. Payment method.

2.2.1.  Payment by credit card Maestro, MasterCard, Visa and Visa Electron.
After a service has been chosen, you will receive proforma invoice and guidance for payment. Afterwards, you can click on icon ONLINE PAYMENT on the bottom of this page and follow the guideline. Secure payment is provided by 3-D Secure standard – Standard for user authentication card developed by Visa Europe/International (Verified by Visa) and MasterCard Worldwide (MasterCard SecureCode). This is enabled by paying directly through frame of our bank (Zagrebačka Banka).

2.2.2. General money transfer or Internet banking.
If you choose this method of payment, on your e-mail address you will receive a quote with all the data necessary for payment, including the transaction account number to which it needs to be paid, and the value of the order. Payment can then be made using Internet banking, bank transfer or in cash through banks, Post offices and Fina (Croatian financial institution), to the transaction account.

3. Irregularities in execution of service.

If the Tourist noticed that the service was not carried out in accordance with the description of the offer, he should immediately contact the Agency through e-mail (nheinric@inet.hr) or by phone at +385 98 232 083. The Agency shall immediately react and try to correct it. If this is not possible, the further procedure is described in Section 4 of TaC.

4. Obligations of the Agency in the case of modified or unfulfilled purchased service.

4.1.  The Agency's obligations. Understanding of the TaC.

The Agency is responsible for ensuring the implementation of the above services as a travel organizer, and as an intermediary is required to ensure that the Tourist knows what are the obligations of the travel organizer. If the Agency before the trip has knowledge of the significant changes of the program, they must immediately inform the Tourist about all the changes and the impact of these changes on prices. In that case, he can accept or refuse a modified service.

4.2. Modification of the program.

The Tourist must within 24 hours of receipt of the modified travel arrangement offer, accept or reject the changes. Lack of response is considered as a cancellation. In the even of cancellation, the contract is terminated without obligation for further damages and costs, In that case the Agency is obliged to refund just paid part of the price to the Tourist within 5 days of receipt of the cancellation notice. If the Tourist refuses to accept the amended agreement, then on the Agency's proposal, can accept alternative travel arrangement. This alternate travel arrangement can be submitted by the Agency to the Tourist at the same time with an offer of amended contract. The Tourist must respond within 24 hours of receipt of the offer with regard to accept or not the alternate travel arrangement.

4.3. Refund of excess funds.

If the price of substitute services is lower, and the Tourist accepts it, then the Agency shall refund part of the price for the benefit of passengers within 5 days from the acceptance of the modified travel arrangement. In the case of acceptance of replacement travel arrangement the Tourist has no right to claim any refund from the Agency, expect for the right to a refund of part of the price if replaced tourist arrangement has a lower price.

4.4. Unforeseen circumstances.

The Agency may by unilateral declaration completely or partially terminate any agreement, in the event of unforeseen circumstances, whose existence at the time was a justified reason for the Agency not to sign a contract on an organized trip. In this case, the Tourist has no right to damages but shall be entitled to a refund of previously paid funds. If it is not possible to appropriately amend the travel program or if the Tourist does not accept the changes for valid reasons, the Agency shall, at its own expense, enable the Tourist a return to the place of departure or to another location, if the Tourist agrees with it.

4.5. The Agency renounces services.

If the Agency fails to carry out the service, and there are no unforeseen external circumstances, it must refund the amount paid without delay. If the Agency did not carry out all the agreed service or if it considers that it will not be able to provide most of upon agreed services, it will be possible to, with the Tourist's consent, make modifications to the program for journey's continuation, and if necessary compensate the same for the price difference between contracted and actual services rendered.

5. The Tourist's withdrawal.

The Tourist may terminate the travel contract in writing. In that case the Agency keeps the paid amount, in an amount which depends on the cancellation of travel date, as follows:
• 14-8 days before departure 50% of the price,
• 7-0 days prior to departure 100% of the price.

In the case of a valid medical certificate, or proof that the force majeure occurred (accident, death), the Agency will refund the entire amount if it is the tour operator, or its commission if it is the intermediary.

6. Obligations of the Tourist.

The Tourist must inform the Agency of all the facts regarding his health, and etc, that could jeopardize the journey's progress and lead to endanger of himself and the others. These informations the Agency shall not forward to thirds parties except other than those involved in the implementation of the program. The Tourist is obliged to ensure that his documents and items qualify border, customs, health and other regulations of his country as well as the country of destination. The Tourist is obliged to follow the normal rules and regulations of the catering and accommodation facilities and transportation, also, the Tourist is obliged to comply with departure times, meetings, etc, when travelling. In the event that the Tourist does not come in time, the decision to wait for the Tourist or leave without the Tourist will be left to the person responsible. In that case the costs of return, as well as all other costs will be covered by the Tourist.

7. The Tourist's method of submitting complaint.

In accordance with Consumer Protection Act, a customer complaint on the quality of our services can be submitted in writing to the following address: EXCURSIONS AND SERVICES HEINRICH, craft, Supleti 3, 10000, or e-mail:  (nheinric@inet.hr)  no later than 8 days after services rendered. The Agency will respond in writing to a complaint no later than 15 days from receipt of the complaint. The letter of complaint must contain customer's name and surname and address or e-mail.

8. Using personal data. Warranty policy.

8.1. Obligation of the confidentiality of personal data.

The Agency is obligated to protect the privacy and confidentiality of personal data of all Tourists, according to the Law on Personal Dana Protection. All employees of the Agency and its business partners are required to comply with the principles of privacy and confidentiality. The Agency only collects the necessary, basic information about customers and informs them about the way the information is used. Personal information is information which determines the Tourist's identity, ex, name, surname, e-mail or postal address. The Agency does not collect or process the Tourist's personal information, unless the Tourist consents to it at the time of order placement services.

8.2. The collection, use and disclosure of personal information.

The Agency will use the Tourist's personal data for the sole purpose of technical administration on the Website so that it would have access to special information or for the purpose of communicating with the Tourist. The Tourist's personal informations which are stored in the Agency's information system shall be kept on a secure server and shall be available only to those whom the information is necessary for providing quality service to customers. Those data are protected from loss, destruction, distortion, falsification, manipulation and unauthorized access, and unauthorized disclosure. Use of the data is limited to communicate with the Tourist in order to perform sales transactions, as well as informing the Tourist about news and benefits available to them through the Web shop. The Agency guarantees that access and use of the Tourist's personal data will never be given to a third party without the prior consent of the Tourist. From this shall be exempt the inspection conducted by authorized service executive state authorities of the Republic of Croatia, for investigative activities pursuant to a valid court order.

8.3. Accuracy of the personal data.

The Tourist's registration confirms the accuracy and completeness of the data in the application form and gives expressly consent that the Agency may, in accordance with the Law on Protection of Personal Data, process personal data indicated on the application form for the purposes of its own records and informing the Tourist about new products and services. The Tourist shall pay for the damage caused by providing incorrect information.

8.4. Type of data collected.

The Agency seeks the information from the Tourist on the application form on which are the personal contact information (such as the Tourist's e-mail address, telephone number, name and address, DOB, gender, nationality and passport or identity card number) and sometimes financial information (such as credit card number, the credit card holder and expiration date). This information is used for billing purposes and to fulfil the Tourist's order. This contact information is also used to contact the Tourist in order to verify provided information or placed orders or in the event of trouble while processing an order.

8.5. Automatically recorded information (non-personal).

When you arrive at the web portal excursions-heju.com it automatically records (and not as part of the application) general non-personal information. The recorded information is used to gauge our website and improve its content and functionality. Such data is not used for any other purpose, nor is it relinquished to third parties unless required by law.

8.6. Cookies.

The Agency only uses cookies to collect information related to Your visit to our Website, and to observe additional functionality or to assess the effectiveness of our presence on the Internet.

8.7. Links to other Internet sites.

This statement on the protection of personal data applies to all websites and their subdomains of EXCURSIONS AND SERVICES HEINRICH, craft, Supleti 3, 10000 Zagreb.

8.8.  The right to information.

If you have any questions about our privacy policy or data processing, please contact via e-mail at: (nheinric@inet.hr)  

9.  Legal.

9.1. Misuse.

This Website contains information about products and services offered by the Agency, and as well serve as an electronic point of sale of EXCURSIONS AND SERVICES HEINRICH, craft (e-Commerce). The Agency can not accept liability for any damage arising from the use of information from this site for purposes that go beyond the scope of their intended purpose. The Agency is required to apply all measures to guarantee the safety and within reasonable security domain in order to protect the interests of the Tourist and prevent possible misuse. The Agency can not be held responsible for the misuse for which can not be determined that it occurred as a result of technical security vulnerabilities of Internet Web shop or omissions by the Agency's employees. We use reasonable efforts to maintain the information on this site up to date and accurate. Due to the dynamism of the market there can be a few cases of deviations of actual data and information available on the Website. By registering on the Agency's website you acknowledge that you are fully aware and accept the TaC of Internet Web shop excursions-heju.com.

9.2. Minors.

According to the law on consumer protection act, contract (order) in the name and on behalf of a minor or financially incapable persons, can be concluded only by their legal representatives or partially financially capable persons only with the consent of their legal representative.

9.3. Changing of the TaC.

Should there be any changes regarding our privacy policy, general conditions or any other information on our website and /or in other places, the Tourist needs to know that those changes are valid from the publication date. Therefore, the Tourist should, before using this website, read everything related to the services offered.

9.4. The Agency does not provide any health insurance or insurance for damages, injury, loss of belongings and similar, without a separate agreement.

9.5. In the event of dispute, jurisdiction has the court in Zagreb.

Kontakt info

obrt za turističke usluge,
Supleti 3,
10000 Zagreb
OIB 79978369157
IBAN: HR5323600001102402185

Contact us by phone each day from 8 -16 h

Nenad Heinrich
+385 98 232 083
+385 1 3737 516

 Lim Channel, the beuties bay of IstriaRovinj, old streetsGreen and blue, swimming in Lim Channel

Church Sveta Fuma, Rovinj, RovinjSveti Nikola, island near PorecIstria inside church of Sveta Eufemia

For more information about trips call directly Nenad (0038598232083) or send E-mail. Here are information about EXCURSIONS AND SERVICES HEINRICH, HR-AB-01-21010132257. Our most popular trips are fish-picnic in Istria. Other popular destinations are: Brijuni Islands, Plitvice Lakes and Venice.