The following Terms & Conditions together with the General Information provided on this website form the basis of your contract with Dubrovnik Concierge. Please read them carefully as they set out our respective rights and obligations.

In these Terms & Conditions, “you” and “your” means all persons named on the booking (including anyone who is added or substituted at a later date). “We” and “us” means Dubrovnik Concierge. All bookings are made subject to these terms & conditions.

1. CONTRACT
A binding contract between us comes into existence when the deposit payment is paid. If you cancel after paying the deposit our normal cancellation charges will apply (see CANCELLATION below). This contract and all matters arising out of it are governed by Croatia (Hrvatska) law. We both agree that any dispute arising out of or connected with your holiday will be dealt with by the Courts of Croatia (Hrvatska).

2. INSURANCE
It is strongly recommended that you take out adequate travel insurance. Please read your policy details carefully. It is your responsibility to ensure that the insurance cover you purchase is adequate for your particular needs.

3. PAYMENT
In order to confirm your private accommodation, a deposit of 20% of the full payment must be paid at the time of booking. This deposit is not refundable in the event of your cancellation or failure to pay on time as set out below. If you have not paid in full and on time we reserve the right to treat your booking as cancelled by you. In this case the cancellation charges set out below in CANCELLATION section will be payable. The balance of the cost of your stay is payable directly to the landlord upon arrival (or at the time of booking if this date has passed).

    In order to confirm the hotel accommodations and any other destination management services (such as but not limited to: meeting facilities, locations, activities, transfers, incentive programmes, sightseeing tours, restaurants, tickets, performers, or any other items agreed with the client), a deposit of 20% of the full payment must be paid at the time of booking. If you have not paid the deposit in full and on time we reserve the right to treat your booking as cancelled by you. The balance of the remaining cost of the services must be received by us principally not less than 30 days prior to the date of the service or hotel accommodation start. This date will be shown on the confirmation invoice. The full amount stated in the invoice has to be transferred in time to the account of Dubrovnik Concierge. Any bank fees have to be covered by the client.

    The clients are liable to settle all accounts for items not covered by Dubrovnik Concierge and the issued travel documents on departure directly to the relevant supplier. If accounts are not settled by the client and it is obvious that the client or any guest of the client has ordered the particular item or service, we have the right to charge missing amounts afterwards to the client plus a handling fee of 12% on the total amount, minimum 50 EUR (fifty euro).

    If you have not paid in full and on time we reserve the right to treat your booking as cancelled by you. In this case the cancellation charges set out in clause 6 below will be payable.

4. CANCELLATION
Should you need to cancel your stay after the contract has begun, the party leader must immediately advise us either by cancelling online or advising us in writing. Your notice of cancellation will only be effective when we receive it in writing at our offices. As we incur costs from the time we confirm your booking and may be unable to re-sell your period of stay, the following cancellation charges will be payable. Where the cancellation charge is shown as a percentage, this is calculated on the basis of the total cost of the booking excluding amendment charges. Amendment charges are not refundable in the event of cancellation.

Period before start of service within which written e-mail notification of cancellation is received by us:

Cancellation charge:

more than 8 weeks

deposit only

8 weeks or less

deposit + 20% of remaining balance

6 weeks or less

deposit + 50% of remaining balance

less than 4 weeks

deposit + 100% of remaining balance

Depending on the reason for cancellation, you may be able to reclaim these cancellation charges (less any applicable excess) under the terms of any insurance policy you may have. Claims must be made directly to the insurance company concerned.

Occasionally, we have to make changes to and correct errors on our website descriptions and other details both before and after bookings have been confirmed and cancel confirmed bookings. Whilst we always endeavour to avoid changes and cancellations, we must reserve the right to do so.

We regret we cannot pay any expenses, costs or losses incurred by you as a result of any change or cancellation

Very rarely we may be forced to change or terminate your stay or service after departure or start but before the scheduled end. This is extremely unlikely but if this situation does occur, we regret we will be unable to make any refunds, pay you any compensation or meet any costs or expenses you incur as a result. These are events which we or the supplier of the service(s) in question could not, even with all due care, foresee or avoid. Such events may include war or threat of war, riot, civil strife, actual or threatened terrorist activity, industrial dispute, natural or nuclear disaster, adverse weather conditions, fire and all similar events outside our control.

5. REDUCTION IN NUMBERS Wherever possible Dubrovnik Concierge will always try and accommodate reductions in numbers bearing no costs to the client. However, should the numbers attending be insufficient to run all or part of the event, we reserve the right to charge the client for the minimum numbers required to attend all or part of the event or to increase the price accordingly.

    No reductions in numbers of people attending an event can be accepted eight weeks (56 days) prior to an event unless otherwise agreed in writing or checked on an individual basis by Dubrovnik Concierge.

6. OUR LIABILITY Dubrovnik Concierge visits all the sites to provide you with accurate and precise information. However, we rely on information from all third parties in respect to changes and alterations. In all cases we will do our utmost to inform all clients of such changes immediately after gaining knowledge of them.

    We reserve the right to increase or decrease the prices of accommodation at any time. The price of your stay will be confirmed at the time of booking, subject to the correction of errors. We reserve the right to correct errors in both advertised and confirmed prices. We will do so as soon as we become aware of the error.

    Please note, changes and errors occasionally occur. You must check the price of the service at the time of booking.

    We promise to provide all services with reasonable skill and care. We do not accept responsibility if any death, personal injury, failure or deficiency of your accommodation arrangements is not caused by any fault of ours. When we talk about “fault” above, this means failure by ourselves to use reasonable skill and care in performing or providing the service in question. Please note it is your responsibility to show that reasonable skill and care has not been used if you wish to make a claim.

    By booking through Dubrovnik Concierge it is understood that on the clients’ behalf we will book activities that contain an element of risk. We shall accept no responsibility whatsoever for any injuries or loss incurred by the client or its guests, associates, or agents during any event.

    In addition, we will not be responsible where you do not enjoy your stay or suffer any problems because of a reason you did not tell us about when you booked your stay or where any problems you suffer did not result from any breach of our contract or other fault of ourselves or any losses, expenses, costs or other sum you have suffered relate to any business.

    The promises we make to you about the accommodation and travel experiences we have agreed to provide or arrange as part of our contract will be used as the basis for deciding whether the services in question had been properly provided. If the particular service which gave rise to the claim or complaint complied with local laws and regulations applicable to those services at the time, the service will be treated as having been properly provided. This will be the case even if the service did not comply with the laws and regulations of the clients’ host country.

    We limit the maximum amount we may have to pay you for any and all claims or parts of claims which do not involve personal injury, illness or death. Except where loss of and/or damage to personal possessions is concerned or a lower limitation of liability applies to your claim, the maximum amount we will have to pay you for such non-personal injury claims if we are found liable to you on any basis is twice the price (excluding insurance premiums and amendment charges) paid by or on behalf of the person(s) affected in total. This maximum amount will only be payable where everything has gone wrong and you have not received any benefit at all from your stay.

    Where we are found liable for loss of and/or damage to any luggage or personal possessions (including money), the maximum amount we will have to pay you is 50 EUR per person affected as you are assumed to have taken out adequate insurance at the time of booking.

7. YOUR LIABILITY You accept responsibility for any damage or loss caused by you, your clients, or any member of your party. Full payment for any such damage or loss must be paid direct to us at the time. If you fail to do so, you will be responsible for meeting any legal costs we incur in full in recovering full payment from you.

    It is your responsibility to ensure that you are in possession of all necessary travel and health documents (including Passports and Visas (where applicable) before departure. You must pay all costs incurred in obtaining such documentation.

    We expect all clients to have consideration for other people. If in our reasonable opinion or in the reasonable opinion of any other person in authority, you or any member of your party behaves in such a way as to cause or be likely to cause danger, upset or distress to any third party or damage to the property, or in any way damage the reputation and/or goodwill of the third party suppliers we are entitled, without prior notice, to terminate the occupation of the person(s) concerned. In this situation, the person(s) concerned will be required to leave the accommodation or the event. We will have no further responsibility toward such person(s). No refunds will be made and we will not pay any expenses or costs incurred as a result of the termination.

8. SPECIAL REQUESTS AND MEDICAL PROBLEMS If you have any special request, you must advise us prior or at the time of booking and clearly note it in the extra information section of the contact form. Although we will do our best to meet any reasonable requests we regret we cannot guarantee any request will be met. Failure to meet any special request will not be a breach of contract on our part. We regret we cannot accept any conditional bookings, i.e. any booking which is specified to be conditional on the fulfillment of a particular request. All such bookings will be treated as “standard” bookings subject to the above provisions on special requests.

    If you, your client, or any member of your party has any medical problem or disability that may affect your stay, please tell us before you confirm your booking so that we can advise as to the suitability of the chosen arrangements. In any event, you must give us full details in writing at the time of booking. If we reasonably feel unable to properly accommodate the particular needs of the person concerned, we must reserve the right to decline their reservation or, if full details are not given at the time of booking, cancel when we become aware of these details.

9. COMPLAINTS PROCEDURE In the event of any problems you must contact us immediately. You undertake to do your best to resolve or minimize the problem in order to avoid any prejudices that could result. You must immediately get in touch with us by telephone on the day of your arrival, confirming your complaint in writing within 24 hours by fax or by e-mail. You are obliged to give us the time necessary to resolve the problem.

    Should there be no written complaint supplied as above specified and you leave the accommodation or an event prematurely and without an explicit authorization by us, you forfeit your rights for a refund of the service price, unless the terms of this contract have been breached. Complaints received at the end of the stay or thereafter will not be taken into consideration and no refunds will be given.

    Please note that some of the properties are not an official tourist structure but a private dwelling. Being such, there may be no standard categorization that is internationally recognized; indeed it reflects the architecture and furnishings, the local traditions and the personal taste of the owner. This is precisely the kind of holiday that we offer: the chance to partake in the culture of the area chosen, living for a few weeks in the same surroundings as an inhabitant would. We cannot however exclude the possibility that these differences can sometimes result in minor inconveniences - due to the special nature of its architecture and of traditions in the area - but which cannot be accepted as complaints.

10. PRIVACY This policy explains how we may collect information about you and then use it in order to satisfy your booking or purchase requirements. It also outlines the security measures we take in order to protect your privacy and gives certain assurances on things that we will not do

    When you book an accommodation or a travel experience with us, we collect your name, e-mail address, mailing address, phone number and credit card information. We also monitor customer traffic patterns and site use which enables us to improve the service we provide.

11. DISPUTES Any disputes arising out of the provisions of this contract, if not settled by mutual agreement, shall be referred to an arbitrator to be jointly nominated by the parties. This contract shall be governed by Croatian (Hrvatska) laws.

Best Price Guarantee

1. Best Price Guarantee. In the unlikely event that you find a lower rate on another Croatia-based website within 24 hours of booking with DUBROVNIK CONCIERGE, we will match that offer by crediting or refunding to you the difference. This Best Price Guarantee is subject to the terms and conditions listed below.

2. Notifying DUBROVNIK CONCIERGE of a Claim. You must contact us at +385 91 529 4749 within twenty-four (24) hours after your DUBROVNIK CONCIERGE booking to make a claim under the Best Price Guarantee. The lower rate must be available for booking at the time you contact us, as determined by our customer service representatives.

3. Must be "Apples to Apples" Comparison. The Best Price Guarantee is available only for exact accommodation matches, hotel (including room type), Villa, or apartment and the exact same dates and times of travel or service as booked through DUBROVNIK CONCIERGE. For any stand-alone product booking (for example, a hotel room), the comparison must be to the same product purchased stand-alone through another website (i.e., not part of a hotel + air travel package). The Best Price Guarantee is not available for bookings on websites where the carrier, property, rental car company, itinerary or similar booking details are unknown until after purchase. You must meet all requirements imposed on the lower price (if any), including, without limitation, residency, regional and age-related requirements.

4. Comparison Rates Must Be Available to the General Public Online. The Best Price Guarantee applies only to prices both advertised and available to the general public on a Croatia-based website. For example, this does not include rates offered on membership program websites, corporate discounts or rates; group, charter, rewards program, incentive, meeting, convention, consolidator or interline prices; prices obtained via auction or similar process; or prices available only by using a coupon or other promotion not offered to the general public. The lower rate may not come from a website where you call to get the rate, or from an e-mail that you received. The rate must be quoted and booked.

5. Verification of Claims. All requests, including receipts, are subject to verification by DUBROVNIK CONCIERGE. We will not accept screenshots or other purported evidence of a lower price that cannot be independently confirmed by DUBROVNIK CONCIERGE personnel. Nor will we verify any request that we believe, in its sole discretion, is the result of a printing or other error or is made fraudulently or in bad faith. Verified requests will receive a credit to the credit card used for the booking, within approximately 7-10 days of verification.

6. Changes. DUBROVNIK CONCIERGE reserves the right in its sole discretion to modify or discontinue the Best Price Guarantee or to restrict its availability to any person, at any time, for any or no reason, and without prior notice or liability to you. The terms that are in effect at the time of your booking will determine your eligibility under the Best Price Guarantee. No change in the Best Price Guarantee will affect any coupon that has already been issued to you. The failure by DUBROVNIK CONCIERGE to enforce any provision of these Terms & Conditions shall not constitute a waiver of that provision.