TERMS OF PURCHASE, CANCELLATIONS AND REFUNDS

These General Terms and Conditions ("Terms") regulate the relationship between ShuttleTours d.o.o., a travel agency registered in Croatia ("Agency," "We," "Us") and the Customer/Traveler ("You," "Your").

By booking our services, you agree to these Terms.


GENERAL INFORMATION

ShuttleTours d.o.o.

Registered Address: Ulica Franje Kuhača 10A, 23000 Zadar, Croatia

ID Code: HR-AB-23-110018518

Registration Number: 2442957

VAT Number: 60026889658

Commercial Court Registration: Zadar, MBS110018518

Share Capital: 150,000.00 HRK / 19,908.42 EURO (paid in full)

CEO/Managing Director: Tatjana Rančić

Supervisory Authority: State Inspectorate – Tourist Inspectorate, Šubićeva 29, 10000 Zagreb, Croatia


Contact: 

Email: info@shuttletours.net

Phone: +385 99 233 13 83



COMPLAINTS POLICY

In accordance with the Act on the Provision of Tourism Services, customers may submit written complaints:

  • In person at our office, Ulica Franje Kuhača 10A, 23000 Zadar, Croatia
  • By mail to ShuttleTours d.o.o., Ulica Franje Kuhača 10A, 23000 Zadar, Croatia
  • By email at info@shuttletours.net


We will acknowledge receipt of your complaint and respond in writing within 15 days. When filing a complaint, you agree to provide us with your contact details so we can reply accordingly.



PACKAGE TRAVEL CONTRACTS

In accordance with the Act on the Provision of Tourism Services, customers booking package travel have key rights. The combination of travel services offered to you is a package within the meaning of Directive (EU) 2015/2302. Therefore, you will benefit from all EU rights applying to packages:

  • You will receive full information on the trip before booking.
  • If we modify essential trip elements, you may cancel and receive a refund.
  • We ensure the services booked are provided as agreed.
  • Prices may change due to currency fluctuations, fuel costs, or government taxes. In case of emergency such as border closures, we will assist with your return travel.
  • We are responsible for all services booked with us.



LIABILITY & INSURANCE

We strongly recommend that travelers purchase travel insurance covering trip cancellations, medical emergencies, lost or damaged baggage, and accident coverage.




CUSTOMER RESPONSIBILITIES

  • You must provide accurate personal details for booking.
  • You must carry valid travel documents such as passports, visas, and health certificates if required.
  • You must comply with local regulations at your travel destination.
  • We are not responsible for delays, cancellations, or issues caused by incorrect documentation or regulatory violations.



REFUND AND CANCELLATION POLICY


CUSTOMER REFUND ELIGIBILITY

The amount refunded to the Customer is determined by the timing of the written cancellation notification relative to the start of the service:

  • Up to 72 hours prior to the transfer: 100% refund of the total service price.
  • Between 71 and 24 hours prior to the start of the service: 70% refund of the total service price (30% retained for administrative and booking costs).
  • Within 24 hours including no-show: 0% refund (100% of the total service price is retained) *with exceptions in cases of Cancellation by the Agency or Extraordinary Circumstances.


Cancellations by the Agency

Low Demand

In rare circumstances, a shared coach service may be cancelled due to unusually low demand. If this occurs, we will provide you with a full refund and offer advice on alternative transport options.

Unavoidable and Extraordinary Circumstances

In cases of "force majeure" (e.g., wars, pandemics, or natural disasters) occurring at the destination or its immediate vicinity which significantly affect the performance of the service, you are entitled to a full refund of any payments made, but not to additional compensation.


Liability & Punctuality

Strict Schedule

Our shared coach services operate on a strict schedule and will not wait for latecomers. No refunds are provided for missed departures due to passenger lateness.

External Delays

Shuttle Tours is not financially responsible for losses or missed services incurred due to delayed flights or other factors outside of our control.



DISPUTE RESOLUTION

If a dispute arises, we encourage you to first contact us to find a solution.

If unresolved, you may:

  • File a complaint with the Mediation Centre of the Croatian Chamber of Commerce.
  • Use the EU Online Dispute Resolution (ODR) Platform.
  • Seek legal action under Croatian law. 
  • Disputes fall under the jurisdiction of Zadar Municipal Court.



FINAL PROVISIONS

These Terms and Conditions are effective as of the published date. We reserve the right to update these Terms at any time. 

Updates will be published on www.shuttletours.net.

For any questions or assistance, please contact us at info@shuttletours.net or +385 99 233 13 83.


By booking with ShuttleTours d.o.o., you confirm that you have read and agree to these Terms and Conditions.


PRIVACY POLICY

Data Controller

ShuttleTours d.o.o., registered at Ulica Franje Kuhača 10A, 23000 Zadar, Croatia, is the controller of your personal data.


Information We Collect

To process your booking and ensure a smooth transfer, we collect:

  • Identification Data: Name and surname of the lead passenger.
  • Contact Information: Email address and phone number.
  • Travel Details: Flight numbers, departure/arrival times, and destination/pickup points.
  • Booking History: Reference numbers and ticket counts.



Payment and Billing (Third-Party Processing)

To ensure the highest level of security, we do not store or process your full credit card details on our local servers.

Payment Processing

All payments are handled by Stripe. Stripe collects your financial information directly and sends us a confirmation of the payment status.

Invoicing and Billing

We use Fira Solutions for the generation of official fiscal invoices. Your personal data required for legal billing (Name, Address, and VAT number if applicable) is shared with Fira to comply with Croatian accounting laws.



How We Use Your Data

We process your data for the following purposes:

  • Service Fulfillment: To confirm your booking and send essential travel updates.
  • Operational Communication: Our representatives or drivers use your contact details to locate you at airports or pickup points.
  • Legal Compliance: For mandatory fiscal reporting and accounting through Fira Solutions.
  • Notifications: To send automated reminders or alerts regarding schedule changes due to flight updates.


Data Sharing

We only share your information with parties essential to your travel:

  • Drivers and Representatives: To identify you at the arrival gate.
  • Regulatory Authorities: When required by Croatian law (e.g., the Tourist Inspectorate).
  • Technology Providers: Email automation services and our booking platform.


Your Rights

Under the GDPR, you have the right to:

  • Access the personal data we hold about you.
  • Request the correction of inaccurate data.
  • Request the deletion of your data (subject to legal retention requirements for invoices).
  • Withdraw consent for marketing communications at any time.


Data Retention

We keep your booking data for as long as necessary to provide the service and for a period thereafter as required by Croatian fiscal and trade laws (typically 11 years for accounting documents).

WEBSITE TERMS OF USE

ACCEPTANCE OF TERMS

By accessing or using www.shuttletours.net, you agree to be bound by these Terms of Use and all applicable laws and regulations in Croatia and the EU.



INTELLECTUAL PROPERTY RIGHTS

All text, website layout, booking software, and branding (including the Shuttle Tours logo) are the exclusive property of ShuttleTours d.o.o. This website also features logos and specific photographs belonging to various Music Festivals. We use this festival-related content with the explicit permission of the respective organizers solely to promote the festivals and our transfer services. Shuttle Tours does not claim ownership of any festival logos or photography; all rights remain with the original copyright holders.



PERMITTED USE

You may use this website to view transfer schedules, check pickup locations (such as the main car park in Tisno known as "the Dust Bowl"), and book services. You are prohibited from copying, modifying, or redistributing any images or content without prior written consent from either Shuttle Tours or the respective festival owners.



BOOKING AND ACCURACY

While we strive for accuracy, coach timetables may be changed due to airline flight schedule updates. Any changes to departure times will be communicated via automated email to all passengers. We are not responsible for errors in the information you provide during the booking process, such as incorrect flight numbers or contact details.



THIRD-PARTY LINKS AND SERVICES

Our website contains links to third-party services, such as Google Maps for precise location details and Stripe for secure payment processing. We are not responsible for the content or privacy practices of these external sites.



SERVICE CANCELLATION AND REFUNDS

In rare circumstances, a service may be cancelled due to unusually low demand. Should this occur, a full refund will be issued, and advice will be provided regarding alternative transport options.



DISCLAIMER OF LIABILITY

Shuttle Tours cannot be held financially responsible for losses incurred due to delayed flights, missed service, or any other delays outside of the company’s control. Our shared coach services operate on a strict schedule and will not wait for latecomers.