Perfecta Travel Terms and Conditions image

Terms and Conditions

Sales office information

Perfecta Travel Ltd

Registered with the Court Register: 081138954
Republic of Croatia, Commercial Court in Zagreb

Register Number (MBS): 081138954

Company Identification Number (OIB): 39218506515

Head office

Perfecta Travel
Varšavska 13
10 000 Zagreb


  • info@perfecta-travel.com
  • +385 (0) 1 6131 554


The following general terms and conditions apply, however regional circumstances and regulations, contractual obligations to suppliers, and matters relating to location, product type and supply logistics may cause these to be varied slightly for specific products, or specific destinations.

Travel arrangements and prices detailed on our web sites are provided and coordinated by Perfecta Travel Ltd, Croatia.

  • Perfecta Travel Ltd has taken due care and responsibility to verify and check all information on our web sites as at the time of compilation, however, as this information is supplied by the relevant accommodation & tour/cruise operators in our brochures, it accepts no responsibility for any inaccuracy or misdescription contained in the publications.
  • Sales of services as contained in our publications are made by Perfecta Travel Ltd only as agent for the person, business or company providing the services. The standards of accommodation and other services chosen are based on various factors, which are generally accepted as indicative of a certain class.
  • Perfecta Travel Ltd does not accept responsibility for any change in prices or variation of services as shown, and all services and prices are subject to change without notice.
  • Perfecta Travel Ltd does not accept any liability of whatever nature for the acts, commissions or default, whether negligent or otherwise, of those service providers in connections with your convention pursuant to a contract between them and yourselves and over whom we have no direct control. We do not accept liability in contract or in tort (actionable wrong) for any injury, damage, loss, delay, additional expenses or inconvenience caused directly or indirectly by force majeure or other events which are beyond our control, or which are not preventable by reasonable diligence on our part including, but not limited to war, civil disturbance, fire, floods, unusually severe weather, acts of God, acts of Government or of any other authorities, accidents to or failure of machinery or equipment or industrial action.
  • It is essential that you check with us, or your travel agent, for any changes or variations to the information shown on our web sites. This will allow us to advise you, or your agent, of any such changes that we are aware of either before you book your holiday, or prior to your departure.

Bookings – Deposits & Final Payments:
Bookings travelling more than 45 days out will be required to pay a non-refundable deposit of Eur 200 at the time of confirmation with the balance owing payable 45 days prior to travel (the “due date”). Prior to the due date, the balance owing may be paid by one of our payment options. Final Payments paid using Credit Card will be subject to Merchant Fees. In some cases, our suppliers require payment more than 45 days prior to travel. If this is the case you will be notified at time of booking. We will email you a final payment reminder. Travel vouchers and booking confirmations cannot be issued until final payment is received. Any booking not paid in full by the due date is subject to automatic cancellation without further notification. Any deposit paid will be forfeited or, at your request, it may be used as a payment towards an alternative booking. Deposit conditions for certain accommodation and tour products may vary and we will advise you of these conditions and request your consent prior to proceeding with the booking.

Bookings made less than 45 days prior to travel: 
Bookings made within 45 days of travel are payable in full by credit card or via bank transfer. There will be no Merchant Fees charged in this instance.

Credit Card:
There are no fees associated with this form of payment for payment of your deposit. Final Payments using Credit Card will attract a Card Merchant Fee of 1.5%.

Merchant Fees:
These are fees charged by Credit Card Companies and to process payments.

Direct Deposit:
There are no card fees associated with this form of payment. Direct Deposits must be made 48 hours prior to the due date to ensure funds are received in time.

Payment Processing Terms & Conditions:
By providing your credit card details and accepting our Terms & Conditions, you authorise Perfecta Travel Ltd to arrange for funds to be debited from your nominated credit card.
Your bank or credit card provider may apply currency conversion fees. Credit Cards are required to secure bookings if you are travelling within 14 days.

Standard Cancellation Policy: 

  • All Bookings cancelled inside 30 days prior to travel are non-refundable.
  • Deposited bookings cancelled 30 or more days prior to travel – The Eur200 deposit is non-refundable PLUS you will be charged any cancellation fees that are levied by the hotel, airline or other suppliers.
  • Fully paid bookings cancelled 30 days or more prior to travel – The Eur100 deposit is non-refundable PLUS you will be charged any cancellation fees that are levied by the hotel, airline or other suppliers.

Cancellations must be in writing and should be addressed to the consultant handling the booking. If a credit has been approved it is valid for 6 months from the date the cancellation was made.

Special Cancellation Conditions:
Certain accommodation and tour products will apply additional cancellation charges. These cancellation conditions and costs are located under the pricing on the individual pages and will be clearly advised to you in writing at time of booking.

Amendment Fees:
Any amendments made to confirmed bookings will incur a fee; bookings of a value up to Eur500 a fee of Eur25, bookings of a value over Eur500 a fee of Eur50. The fees are charged per amendment. This is in addition to any fees that may be levied by the supplier.

Late Booking Fees:
A late booking fee of Eur50.00 can be charged if booking is made within 72 hours prior to departure. This depends on the amount of administration work involved, and if applicable, you will be notified at time of reservation request from you or your agent.

Credit Card Chargeback Fees:
Any fees charged to Perfecta Travel by our credit card payment provider arising from a chargeback or a disputed charge on the cardholder’s credit card will be charged to the cardholder. This fee is non-refundable.

Change of Itinerary After Holiday Has Commenced:
Any alteration or cancellation of services after your holiday has commenced can incur penalties. There is no refund for unused services.

All refund requests must be in writing, and made direct to us or through the Agent from whom the travel arrangements were purchased. Claims must be made within 10 days of completion of travel arrangements. Refunds will not be made for bookings cancelled due to inclement weather or illness. These must be claimed through your travel Insurance. A Eur50 processing fee applies to all approved refunds. No refunds will be made for services once travel arrangements have commenced. No guarantee is provided or warranted that any refund will be available.

Reporting of Incidents:
Any abnormal incidents including injuries, service problems, cancellation of a service or dissatisfaction must be reported to Perfecta Travel during the event to allow us an opportunity to rectify the situation or provide assistance.

Cancellation & Program Change by Perfecta travel Ltd
If the sufficient number of passengers has not booked the program, Perfecta travel Ltd reserves the right to cancel the travel no later than 5 days prior to the tour start date. The minimum number of passengers required for a specific travel shall be specially marked on each program/package. Perfecta travel also reserves the right to a full or partial change of the tour program in case extraordinary circumstances should occur that could not have been anticipated or avoided before the tour start date. Perfecta Travel reserves the right to change the date or the time of the departure due to a change in the flight schedule or the onset of unanticipated circumstances, as well as the right to change the itinerary if there should be a change in travel conditions such as: the changed flight schedule, safety conditions in a country, (unfavourable) weather conditions without compensating the damages, and according to the current regulations in the international traffic. If the tour is cancelled by Perfecta travel, the Customer shall be entitled to the full refund of the amount paid.


Validity of Rates:
Prices are valid for the dates indicated.

All rates are quoted in Euro currency, or as otherwise indicated.

Children’s Rates:
Child costs are based on sharing a room with adults and using existing bedding . Cost for additional bedding and rollaway are available on request.

Payment Options:
Perfecta Travel accepts Credit Card and Direct Deposit as forms of payment. Please visit our payment options page for more details.

Travel Insurance:
It is extremely important that you take out Travel Insurance. It is ESSENTIAL that this insurance covers you for involuntary cancellation of your holiday including airfare.

We reserve the right to offer alternative accommodation of a similar standard in the case the accommodation operator overbooks their property or for any reason beyond our control. All rates are subject to change without notice. Not all properties provide instant availability and in these cases Perfecta Travel checks availability once we receive the booking request.

Check In / Check Out Times:
These vary according to operator. Generally, your accommodation check in is 2pm and check out 10am. Please note that most properties will require a credit card authorisation on check-in and may need to see photo identification. In the instance that you don’t have a credit card usually a cash bond will be required.

Single Supplement Costs:
If not shown in your selected accommodation cost, this is available on application.

Accommodation Ratings:
Are based on our own inspections and some in conjunction with existing National ratings. Our ratings are for guidance only and are not to be construed as National endorsement.

Group and Incentive Travel:
As group and conference rates are specially contracted rates specific for that particular group, they have different terms and conditions to standard holidays. If you are booking a group or incentive, please ensure that these conditions are explained to you.

All maps, photographs, illustrations and computer-based graphics are included for general purposes only and are not always indicative of the subject matter. Hotel room photographs (graphics) may not be specific to the actual room occupied. Maps are not to scale.

All quotations are subject to availability of services quoted and are not guaranteed until the booking is confirmed and deposit received. Quotes are valid for 48 hours from issue date.

Inclusions and Exclusions

Prices DO Include:
Accommodation, transfers, tours/cruises, car hire, government taxes and any other inclusions as specified in writing on the relevant web pages for each supplier’s product.

Prices DO NOT Include:
Any costs incurred on route to and from the destination, meals (unless specified), alcoholic beverages, telephone calls, items of a personal nature, and personal services not specified as being included in costs on the relevant web pages for each supplier’s product. Rates do not include Port fees, as this must be paid direct to the operators.

Site Copyright
The copyright on all original/custom artwork, maps, navigation elements, presentation methods and design elements included in our web sites is held exclusively by Perfecta Travel. Copyright on all descriptive text is held by Perfecta Travel. Copyright on selected photographic images is also held by Perfecta Travel.

Photographic images are reproduced with the permission of Perfecta Travel and the product and/or service providers represented on the web site, or as shown where necessary to satisfy the copyright obligations associated with their electronic reproduction.

Where joint copyright is held over proprietary text or images, Perfecta Travel reserves the right to pursue all copyright infringements on behalf of the primary copyright holder. Where the copyright for a photographic image is held exclusively by a third party under licence, Perfecta Travel reserves the right to vigorously protect the copyright of those images on behalf of the third party.

All HTML files used in Travel Online web sites are declared to be proprietary software product developed for use by Perfecta Travel only, and as such are subject to international intellectual property conventions.

All custom graphics used are declared to be works of art created for use by Perfecta Travel only, and as such are subject to international intellectual property conventions. Image files, HTML documents, and text files are not to be relocated to another server, or duplicated for commercial purposes without the express written permission of Perfecta Travel.

Please contact us if you have any further queries about our security, privacy or data handling procedures.

Protection of Privacy

Your privacy matters, therefore, we inform you about collecting, using and processing of your personal data. We will inform you about sharing your personal data when using our services.
The Agency is obliged to protect, as a trade secret, everything found out about the Traveller (his personal data such as full name, home address, travel destination, phone number, the price paid, as well as the names of his companions) and will not save, if the traveller doesn’t agree or in statutory cases, communicate that information to a third party not related to providing the programme, nor use it as promotional material.
Our Privacy and Cookie is compliant with GDPR (General Data Protection Regulation). We explicitly state which of the data are necessary to complete the reservation and to provide the booked program. We care about your personal data, and therefore, we provide personal data protection to all of our customers.
The Traveller gives his personal information willingly, and when confirming the reservation consents that the information is being used for the reservation and realizing the programme. All personal information is strictly guarded and is available only to the employees to whom that information is necessary to carry out their obligations.
The Agency collects only basic customer information which is necessary to fulfil program obligations. We regularly inform you about collecting your information, the way of use and we give you a choice in terms of using your personal data. This, also, includes if you like to be unsubscribed from our marketing campaign lists. All collected information is strictly protected and is available only to personnel in order to perform their duties. All of the Agency’s employees and business partners are responsible for adhering to safe harbour principles.

Our complaint processes
Where possible, we will attempt to resolve your complaint at the first point of contact. If we are unable to resolve your complaint at the first point of contact, we will undertake an investigation of your complaint and provide you with our findings. If you are satisfied with our proposed decision or actions, we will close your complaint and record the findings for our continuous improvement program.

If the Traveller raises an objection during the journey because of some of the stipulated services not being fulfilled or being incompetently fulfilled, he is obliged to follow procedural instructions of the organizer/service provider and cooperate with the travel guide so the cause of the objection may be mended at the place of the service being provided. If that is not possible, the Traveller, together with the travel guide, is obliged to assemble a written confirmation that the cause of the objection could not be mended, and file a claim against the Agency within 8 days of returning from the journey.

The Agency will deal only with objections for which the traveller submits evidence that he has made a complaint to the service provider on the spot, and that the cause could not be mended on the spot.
The Agency retains the right to refuse group claims, complaints not raised in due time, and complaints for which it is ascertained that that they could be mended at the place of the service being provided, and the Traveller did not cooperate with the service provider.
By the Article 6. of the Act on the provision of tourism services (Croatia) and Article 10. Paragraph 2 of the Customer protection Act (Croatia), the Traveller may submit his possible discontent with the service provided by the Agency, or in special cases by another service provider, in written form on one of the following addresses:

  • E-mail: info@perfecta-travel.com
  • Address of commerce: Varšavska 13, 10 000 Zagreb

The Agency will reply to the Traveller’s written complaint within 15 days of receiving it in writing.
The Traveller is obliged to state a contact address for delivering the reply in his complaint.
The Agency may postpone the deadline for handling the complaint for another 15 days for gathering information and confirming the allegations with the service provider or the service organizer. Until the Agency reaches a decision, at the latest 30 days from the complaint being submitted, the Traveller renounces the mediation of any other institution or a court, and renounces the right to give out any information to an official publication or the media. Likewise, within the same 30-day period, the Traveller renounces the right of action.
A proportional decrease in price by a complaint can only be as high as the price of the unutilized portion of the services, and compensation for not fulfilling, partially fulfilling or incompetently fulfilling services is limited to the price of the programme. Hereby the Traveller’s right to the compensation of actual damage is precluded.
In case of a dispute, applicability of law and jurisdiction over the head office of the tourist agency, the service organizer or the service provider are used.


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