Terms and Conditions
The website www.istriaexperience.com is part of the sales and promotion system operating under the Istria Experience brand, owned by the company Plava Laguna d.d. Its purpose is to enable users to obtain and download information, purchase or activate selected Experiences in Istria organised by Istria Experience partners, obtain information about accommodation in the facilities of Plava Laguna d.d., transport within and to Istria, and selected destinations in Istria, as well as to facilitate the posting of comments on completed Experiences, the purchase of tourist guides, and other services, and any other business related to the transfer and organisation of the guest’s stay in the destination.
These Terms and Conditions apply to all bookings made:
through the website www.istriaexperience.com
through direct sale of the tourism service
End User
The End User is considered to be any adult person who accepts these Terms and Conditions. The right of use of this website is the personal prerogative of the End User and is not transferable to other natural or legal persons. The End User is responsible for the protection of all their personal data to be entered during the creation of their user profile.
Istria Experience Partners
Istria Experience sells, promotes, and recommends Experiences as an intermediary for companies, small businesses, individuals, associations, family-run farms, and other service providers (hereinafter “the Partners”) which offer those Experiences to End Users. Istria Experience enables and carries out the sale of Experiences on behalf of the Partners via the website www.istriaexperience.com. The Partner, as the owner of the experience, undertakes to deliver the arranged experience in the best possible way, abiding by all standards of sound business practices and quality they employ in their regular business with End Users.
The Partners provide the service directly to the End Users. Istria Experience does not own or deliver the services offered on its website and therefore cannot be held responsible for any legal, material, or other issues that may arise during the use of the Experiences it offers. Istria Experience shall not be liable for any incorrectly delivered or undelivered service by a Partner or any third party. Istria Experience does not provide any warranties or representations regarding the standard of service performed by the Partner. All Istria Experience Experiences are issued in accordance with the Terms and Conditions of each individual Partner and these Terms and Conditions. Istria Experience exercises no control over the operations of any Partner. The Partner shall be solely liable for any injury, illness, damage, claim, liability, or cost incurred by End Users, whether in whole or in part, resulting from the Partner’s actions.
Purchase of Experiences via the website www.istriaexperience.com
Once the End User completes the purchase of an Experience, they will receive a confirmation with the corresponding QR code at the email address provided. Istria Experience shall not be held liable for the loss of the confirmation and QR code resulting from spam filters, firewalls, or an incorrect email address provided by the End User. Should the recipient fail to receive the confirmation and QR code, they are kindly requested to contact us without delay at info@istriaexperience.com so that it may be resent to the correct email address.
Prices
Istria Experience strives to offer the best prices for all Experiences available for purchase through the Istria Experience website. Istria Experience reserves the right to change prices without prior notice. All payments are made in euros. The payment for Experiences is processed via the appropriate Partner, and upon charging your credit card, the amount is converted into your local currency based on the exchange rate of the relevant card association. As a result of the conversion, there might be a small difference in relation to the original price indicated on our website.
Complaints
If the End User should have any complaints on the manner of delivery of a service provided by our Partners, they are advised to immediately inform the Partner so that they might be remedied, if possible. Should the user have any complaints regarding our services or any other type of complaint, they are advised to contact us at info@istriaexperience.com or by phone at 052/700 777 and we will do our best to resolve the issue as quickly as possible.
In the event of dissatisfaction with the purchased product or service, and in accordance with Article 10, paragraphs 1 and 6 of the Consumer Protection Act (Official Gazette Nos. 19/22, 59/23), we inform you that a written complaint may be submitted at our business premises, at the reception desk of the property, by post, or via email using the following contact details:
Address: PLAVA LAGUNA d.d., ISTRIA EXPERIENCE, Jadranska 66, 52470 Umag, Republic of Croatia;
E-mail: info@istriaexperience.com
The complaint must include your name and surname, along with contact information to which a response may be delivered.
You will receive a written reply to your complaint no later than 15 days from the date of receipt, sent to the contact address you provided or to the address from which the complaint was received.
Validity Period of the Purchased Experience
Purchased Experiences are valid for the date specified at the time of purchase. The validity date of the purchased Experience is clearly indicated on the confirmation of purchase.
Cancellation of Booking
A purchased Experience may be cancelled. The cancellation terms for each Experience are specified individually and can be accessed by clicking the “Cancel Booking” link on the website www.istriaexperience.com or on the page of the specific Experience.
IMPORTANT: In the event of cancellation of an excursion paid in cash, the refund will be made by bank transfer to the purchaser’s account, which the purchaser accepts by completing the purchase.
Safety and Insurance
Some Experiences available for purchase on the Istria Experience website may involve potential risks. Before purchasing and participating in any such Experiences, the End User must be aware of these risks. Should the End User have any concerns, Istria Experience remains available to provide additional information. Istria Experience is not responsible for the safety or insurance of the Experiences it offers. Any service provided by an Istria Experience Partner is used solely at the End User’s own risk.
Definition of Elements of All Istria Experience Experiences
All Istria Experience Experiences have clearly defined key elements and characteristics available on the website www.istriaexperience.com, which the End User may review before making a purchase decision. Istria Experience endeavours to provide as detailed a specification as possible for each Experience. As confirmations for purchased Experiences have a defined validity period, certain changes in service delivery may occur between the date of purchase or activation and the date of use. The Terms and Conditions of the respective Partner in effect at the time of booking shall apply to the delivery of the purchased Experience.
Images and Video Content
The images and videos displayed on the website www.istriaexperience.com are for illustrative purposes only. Istria Experience accepts no liability for any differences between the content displayed and the actual conditions encountered by the End User at the location.
Experience Duration
Certain Istria Experience Experiences have a fixed duration. All information regarding the duration is indicated on the confirmation of purchase. After booking a specific date and time for the Experience, slight delays may occur due to other scheduled slots, late arrivals of other End Users, or unforeseen circumstances. We kindly ask for your understanding in the event of any waiting time.
Experience Restrictions
Certain Experiences available for purchase on www.istriaexperience.com are subject to specific restrictions, such as age, weight, height, health, and similar conditions. All restrictions are listed in the detailed Experience description and on the confirmation of purchase, both of which are available to the End User and presented before the purchase of any Istria Experience. Istria Experience bears no responsibility for any misinterpretation of the information provided on the website
Istria Experience Liability
Istria Experience shall not be held liable for any act, omission, damage, loss, or error caused by negligence, oversight, or any other action by a Partner or third party. Istria Experience accepts no responsibility for damage to the End User’s equipment or other belongings resulting from use of the website www.istriaexperience.com. The End User agrees to use the www.istriaexperience.com website at their own risk and acknowledges that Istria Experience and any third parties affiliated with it do not guarantee uninterrupted or error-free operation of the website. Istria Experience shall not be liable for any consequences resulting from the use or inability to use this website, nor for the accuracy or reliability of its content, or any information regarding services or products made available through this website. This liability disclaimer applies to any damages or potential injuries resulting from any error, deletion, interruption, computer virus, malfunction, delay in operation or transmission, communication line failure, theft, contract termination, destruction, unauthorised access, alteration or misuse of records, inappropriate conduct, negligence, or any other act. The End User agrees that Istria Experience is not liable for any inappropriate or unlawful conduct of other users or third parties and that the risk of any resulting damage lies entirely with the End User.
The End User expressly declares that they shall not hold Istria Experience, its authorised representatives, or employees liable for any damages or costs, including legal representation fees, that may arise from the use of the website www.istriaexperience.com.
Intellectual Property
All content, including but not limited to text, software, photographs, video materials, graphics, and music available on the website www.istriaexperience.com is the exclusive property of Istria Experience and may be used only with the explicit permission of the holder of copyright, trademark, or design rights. Any use, copying, publication, or modification of any part of the website’s content, in whole or in part, without the express written consent of Istria Experience is strictly prohibited. Any breach of these Terms and Conditions represents a violation of copyrights, trademark and intellectual property rights, and shall result in legal action and criminal prosecution of the perpetrator.
Online Purchase Security
The internet is generally a secure environment for online purchases; however, certain events may occur that are beyond the control of Istria Experience. Therefore, Istria Experience cannot be held responsible for such occurrences (e.g. service interruptions, temporary unavailability or outages, or data loss during information transmission). The End User acknowledges, accepts, and agrees to these facts. Istria Experience reserves the right to alter or remove any part of these Terms and Conditions, as well as the Data Protection Statement, at any time without prior or subsequent notification. The End Users are advised to stay informed of these changes. If the User should continue to use the content of the website, they shall be considered as consenting with the new Terms and Conditions in their altered form. The new Terms and Conditions shall take effect immediately upon their publication on the website www.istriaexperience.com. Therefore, any continued use of the website shall be deemed as your acceptance of the updated Terms and Conditions.
Terms of Use and Review Policy
Purpose of Reviews
Istria Experience invites its users to publish reviews of the Experiences we offer in order to help other users:
determine whether a particular Experience is suitable for them;
discover helpful tips or information to make the most of their trip;
provide feedback to Istria Experience and its Partners on what could be improved.
Reviews should reflect the actual experience, assessing the quality of the Experience and the user’s opinion of it. However, they do not represent the views of Istria Experience, which accepts no responsibility for any inaccuracies or misinterpretations contained in the reviews.
Who Can Write a Review
Only users who have booked and taken part in a specific Experience through Istria Experience are invited to write a review of their Experience.
These Terms and Conditions require that, when submitting a review:
the information provided is accurate;
the information submitted does not violate Istria Experience’s Terms of Use, guidelines, or policies;
the user will not publish or distribute any information owned by third parties without their written consent.
Display of Information
Istria Experience believes that travellers value hearing about the impressions of other users, learning where they come from, when they took part in a particular Experience, and how they liked it. Accordingly, Istria Experience displays brief personal information about the user as part of the review.
Review Content
Istria Experience does not edit or modify the content of user-submitted reviews, although it reserves the right not to publish reviews that violate these Terms and Conditions.
Indemnification and Liability
The user agrees to indemnify Istria Experience and all Istria Experience Partners for any damages, losses, costs, and expenses arising from third-party claims against Istria Experience or its Partners, resulting from or related to a breach of these Terms and Conditions in connection with the relevant service.
Specifically, by using such a service, the user represents and warrants that:
a) they shall not intentionally or negligently publish any information that could cause damage to, or offend, any individual or business entity, especially content that is false, malicious, defamatory, offensive, obscene, or otherwise likely to be perceived as such;
b) they shall refrain from any conduct intended to deceive or mislead, and shall not participate in or encourage fraudulent or illegal activity.
Miscellaneous
Unless expressly authorised by Istria Experience, you are not permitted to create links to the website www.istriaexperience.com from any other website. Istria Experience reserves the right to revoke its permission to place any link at any time, at its sole discretion.
Legal Disputes
The chapter titles of these Terms and Conditions serve to facilitate navigation and in no way influence the interpretation of the text in the chapters. If the competent court should declare any item in these Terms and Conditions void, such declaration shall not have an impact on the validity of any other provision of these Terms and Conditions, and all their remaining content shall remain in force. If any other party should fail to use the rights given to them by these Terms and Conditions, this shall not be considered waiving or loss of those rights or any others stated in these Terms and Conditions. The registered office of PLAVA LAGUNA d.d. is in Poreč, Republic of Croatia. Any legal disputes arising from the use of this website (unless otherwise specified by a separate agreement) shall fall under the jurisdiction of the competent court having territorial jurisdiction over the company’s registered office and shall be resolved in accordance with the applicable laws of the Republic of Croatia. By using this website, the End User agrees that any dispute or claim arising out of or in connection with these Terms and Conditions, or their implementation, shall fall under the jurisdiction of the competent court based on the company’s registered office.
Information on Filing Consumer Complaints In accordance with Article 6 of the Act on the Provision of Tourism Services, we inform service users that complaints regarding the quality of our services may be submitted in writing at the business premises of Istria Experience or via email at info@istriaexperience.com. The agency undertakes to respond to the complaint in writing within 15 days from the date of receipt, using the contact information provided by the service user. Complaints will be addressed based on the established facts.