Terms and conditions


All tour operators are obliged to comply with the laws and regulations pertaining to the COVID-19 epidemic. You can cancel any trip upon arrival on board if you feel that social distancing conditions are not appropriate. In this case, the agency will return the money (if they have been paid). The agency does not reimburse funds paid to other entrepreneurs (or take responsibility for the consequences of carrying out or canceling the trip).

These general conditions (hereinafter: Conditions) regulate the relations between the EXCURSIONS AND SERVICES HEINRICH, tourist agency, Supleti 3, 10000 Zagreb, responsible person: Renata Heinrich, the owner (hereinafter: the Agency, or we), 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, Client or you). The Tourist can arrange a group arrangement and in that case is obliged to familiarize all the passengers in the group with the offer and these Conditions.
Our products are: boat trips, shore excursions and trips, accommodation and other tourist's offers.
Internet purchase automatically means acceptance of these Conditions and at the moment of payment they 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 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  (hereinafter: Website) 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. We are required to provide you with services that have all contents and properties from the order, to take care of your rights and interests in compliance with the business practices of this industry and to introduce you to all the conditions provided, like border, customs, health, religious and other relevant regulations of your country and the country of destination. Before buying, we are obliged to provide you 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 us on their fulfilment, after your purchase. If you agreed with us 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.

We 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. Such a price has to be visible before you complete the order.

2.1.2. Payment's time.

Under these Conditions, you are 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, you will receive a notification from us confirming the successful payment. In the absence of payment, we will remind you and if afterwards payment fails, it will be considered that you have given up on the service.

2.2. Payment methods.

2.2.1.  Payment in web-shop by credit or debit card Maestro, Mastercard® or Visa.
The information on excursions can be read on the web pages. In case of interest, the Client finds an available date, choose the number of people, and if he wants, can pay the reservation by card. Upon payment, the Client receives our voucher (with all information needed to consume the service).
Card payment security statement.
The online payment is carried out by the T-Com PayWay system (in Croatia HT PayWay). HT PayWay applies state-of-the-art data protection standards - Secure Socket Layer (SSL) protocol with 128-bit data encryption and MD5 algorithm. The ISO 8583 protocol ensures that the data exchange between the T-Com system and the authorization centers of the card companies is carried out in a private network, which is protected from unauthorized access by a double layer of "firewall".
Privacy Statement
The Agency is committed to protecting the personal information of customers by collecting only essential customer information that is necessary to fulfill services (in accordance with GDPR). Sensitive card information will be entered directly into Croatian Telecom's (HT) PayWay system.
Conversion statement
All payments will be made in Croatian Kuna. The amount charged to your credit card account will be converted to your local currency at the usual rate of card issuer.

HT PayWay
Mastercard® Mastercard®
Visa Visa

2.2.2. General money transfer or Internet banking.
After a service has been chosen, you will receive pro forma invoice and guidance for payment. 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.

2.2.3. Payment in cash.
In this case, the Client must be physically visited by us. Upon payment, we issue a fiscal invoice in accordance with legal regulations.

3. Irregularities in execution of service

If you noticed that the service was not carried out in accordance with the description of the offer, you should immediately contact the Agency through e-mail (excursionsheju@gmail.com) or by phone at +385989485604. We shall immediately react and try to correct it. If this is not possible, the further procedure is described in section 4 of Conditions.

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

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

We are responsible for ensuring the implementation of the above services as a travel organizer and as an intermediary are required to ensure that you know what are the obligations of the travel organizer. If we before the trip have knowledge of the significant changes of the program, we must immediately inform you about all the changes and the impact of these changes on prices. In that case, you can accept or refuse a modified service.

4.2. Modification of the program.

You 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 event of cancellation, the contract is terminated without obligation for further damages and costs. In that case we are obliged to refund just paid part of the price to you within 5 days of receipt of the cancellation notice. If you refuse to accept the modified agreement, then on our proposal, you can accept alternative travel arrangement. It can be submitted by us to you at the same time with an offer of amended contract. You must respond within 24 hours after you received the receipt, regardless of you accept the modification or not.

4.3. Refund of excess funds.

If the price of alternative travel arrangement is lower and you accept it, we shall refund part of the price for the benefit of you within 5 days from the acceptance. In this case, you have no right to claim any other refunds from us.

4.4. Unforeseen circumstances.

We may, by unilateral declaration completely or partially terminate any agreement, in the event of unforeseen circumstances (war, epidemic, political crisis, elemental disaster), whose existence at the time was a justified reason for us not to sign a contract on an organized trip. In this case, you are not entitled to compensation for damages or physical injuries, but you are entitled to the refund of funds that were paid if they are not forwarded to third parties or it is not our obligation to do so.
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 services 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

You may terminate the travel contract in writing. In that case we keep the paid 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), we will refund the entire amount as the travel organizer, or our commission as an intermediary, in cases where the money or part of it has not been physically passed on to third parties or if we are not obligated to do so.

6. Obligations of the Tourist

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

7. The Tourist's method of submitting complaint

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

8. Using personal data - warranty policy

8.1. Obligation of the confidentiality of personal data.

We are obliged to protect the privacy and confidentiality of personal data of all Tourists, according to the Law on Personal Data Protection. All our employees and its business partners are required to comply with the principles of privacy and confidentiality. We only collect the necessary, basic information about Tourists and informs them about the way the information is used. Personal information is information which determines your identity. We do not collect or process your personal information, unless you consent to it at the time of order placement services.

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

We will use your personal information solely to perform services, technical administration or in order to communicate with you. Your personal information will be stored in our information system on a secure server and shall be available only to those whom the information is necessary for providing quality service to you. Those data are protected from loss, destruction, distortion, falsification, manipulation and unauthorized access, and unauthorized disclosure. We guarantee that access and use of your personal data will never be given to a third party without your prior consent. 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.

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

8.4. Type of data collected.

We seek the information from you on the application form on which are the personal contact information (such as your 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 your order, for contact you 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 our Website, it automatically records (not as part of the application form) 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.

We only use 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, 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: (excursionsheju@gmail.com)  

9.  Legal

9.1. Misuse.

This Website contains information about products and services offered by us and as well serve as our electronic point of sale. We can not accept liability for any damage arising from the use of information from this Website 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 you and prevent possible misuse. We can not be held responsible for any abuse if it can not be determined that it has been misused due to technical vulnerabilities in the internet webshop or omissions of our employees. We use reasonable efforts to maintain the information on this Website 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 our Website you acknowledge that you are fully aware and accept the Conditions.

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 conditions.

If there should be any changes regarding our privacy policy, general Conditions or any other information on our website and /or in other places, you need to know that those changes are valid from the publication date. Therefore, you 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.