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TERMS & CONDITIONS

TERMS & CONDITIONS

1. GENERAL INFORMATION

Fiore tours that operates within the company Fiore d.o.o., travel agency, Mate Vlašića 6, 52440 Poreč, Croatia,

corporate ID number: 040009121, VAT number: HR58088454926.

Website / webshop: www.fiore-tours.com / www.fiore.hr
Phone: +385 52 431397
E-mail: adventure@fiore.hr 

The general conditions of business are part of the contract between a travel agency Fiore tours that operate within Fiore d.o.o., and the traveler who accepts the offered arrangement. By agreeing to the service (i.e., concluding a contract), the guest confirms that he is fully familiarized with these generals terms and that he will adhere to them in their entirety.

2. BOOKING PROCEDURE

A booking for a trip with Fiore Tours can be made by first checking price and availability and then sending booking form and a deposit. A deposit is 30% of the price of the total price. A booking is not confirmed before we receive the booking form and deposit at which point a receipt and invoice for the final balance will be issued. The balance is due four weeks before departure. Full payment is required for a booking made less than four weeks before departure. Payment can be accepted with bank transfer or online by credit card. If the balance is not paid at the specified time, unless previously arranged with us in writing, we reserve the right to cancel the booking.

3. PRICE

Stated prices are in EURO and include all services specified in the itinerary. Unless specifically included, it does not include International flights, Visa and passport charges, Airport taxes, Insurance, Meals and services not included in the itinerary, Expenses of a personal nature, Insurance, Emergency costs, Excess baggage charges.

4. ITINERARY

The itinerary is provided in good faith but should be seen as a general aim rather than a contractual statement of detail. In particular standards of comfort and service may vary and transport timings may change. Factors beyond our control may necessitate changes. Clients will be consulted whenever possible when there are choices available. Route and hotel changes may be necessary and will always be at the discretion of the tour leaders and Fiore tours. They do not constitute an alteration of your holiday and will not be compensated. Under no circumstances can Fiore tours, any ground operators or representatives be held responsible for any wildlife mentioned in our brochures or itineraries, but not actually seen during the holiday.

5. PRE-TRIP DOCUMENTS

Educating and preparing our travellers is a priority for us. Approximately one month prior to departure, you will receive a comprehensive Pre-Departure Briefing detailing your trip, the history and wildlife of the region, what to pack and how best to prepare. Depending on the specific trip, you may receive other documents at this time or at a later date.

6. ALTERATIONS BY US

We reserve the right to alter arrangements and itineraries because of operational factors, or when we consider it in the best interests of our clients. Changes will be made known to clients as soon as possible. If these changes are substantial and unacceptable a refund may be given. In regard to financial alterations, we reserve the right to alter quoted prices. Should any price increase exceed 10% of the total cost you the client has the right to cancel the booking and a refund may be given. Less than 30 clear days before the date of commencement of your tour, no additional charges will be made except when the booking has been made within this period in which case additional charges may be made up to and including the date on which the invoice is issued.

7. ALTERATIONS BY YOU

Any special requirements should be notified at the time of booking. Alterations after booking are sometimes possible but note that there is an administration charge for this service. If, after our confirmation invoice has been issued, client wish to change their travel arrangements in any way, for example, their chosen departure date or accommodation, we will do our utmost to make these changes, but it may not always be possible. Any request for changes to be made must be in writing, and you will be asked to pay an administration charge of EUR 30 per person, and any further cost we incur in making this alteration.

8. CANCELLATION BY US

We reserve the right to cancel the trip for reasons beyond our control. A full refund will be made but we accept no responsibility for further compensation. If such cancellation is due to ‘force majeure’ (inclusive of war, civil or political unrest and natural disasters) reasonable expenses we have incurred will be deductible from any refund. Any compensation and refund are strictly limited to monies paid to us. We are not liable for any expense you have incurred as a result of your booking.

9. CANCELLATION BY YOU

Cancellations must be made in writing. The following charges will apply:

  • from reservation – 60 day before departure 10% of total trip cost
  • 59 – 29 days before departure 30% of total trip cost
  • 28 – 15 days before departure 50% of the total trip cost
  • less than 14 days before departure 100% of total trip cost

10. PASSPORTS AND VISAS

Clients must have valid personal travel documents. Invalid documents leading to the cancellation of the travel shall not result in any harmful consequences for Fiore, and, if Fiore should suffer additional damages due to such an omission by a client, the client must compensate the damages suffered. If a travel document should be lost or stolen during travel, the costs of issuing new documents shall be borne by the client. Here you can find basic information about the visa regime between the Republic of Croatia and all other countries/entities: http://www.mvep.hr/en/consular-information/visas/visa-requirements-overview/

11. BAGGAGE

The client must take care of their belongings brought on the vehicle and are obliged to bring them along whenever leaving the bus. Otherwise, the client shall be responsible for theft, loss or damage of objects left unattended in the vehicle

12. BEHAVIOUR

The trip leader, guide or local ground operator who represents Fiore tours has overriding authority on our holidays. It is essential that the instructions of the trip leader/guide are followed at all times for the safety and wellbeing of individuals and of the group. You agree to comply with such instruction on the signature of our booking form. We reserve the right to require any person to withdraw from the trip if their behaviour is deemed offensive, dangerous or incompatible with the conduct of others, and we shall be under no further liability to any such person.

13. HEALTH

We will give general advice on health matters before the trip, but you are advised to consult your doctor for specific advice. Depending on your trip, parts may be strenuous and it is your responsibility to be adequately fit. During the trip, a basic first aid kit will be carried but the leader/guide is not medically qualified and any treatment will be only with your consent. Be sure that you carry any specific personal medication.

14. RISK

Guest gives Fiore his personal information voluntarily. Personal data of service users are required in the process of booking and realization of the requested service and will be used for further mutual communication.

15. PROTECTION OF PERSONAL INFORMATION

Guest gives Fiore his personal information voluntarily. Personal data of service users are required in the process of booking and realization of the requested service and will be used for further mutual communication.

Fiore is committed not to disclose the personal data of the user out of the country or to provide it to a third party other than the partners participating in the realization of the contracted services.

The personal data of the user will be kept in the database, according to Fiore’s decision on how to collect, process and store personal data.

Fiore has the right to use the personal information of service users for marketing purposes. The user is able at any time to sign out with the “Sign out” link at the end of each mail or by submitting an application to adventure@fiore.hr

An objection to the processing of personal data for marketing purposes will not affect the contracting and / or realization of the requested service.

16. INSURANCE

INSURANCE IN CASE OF CANCELLATION OF RESERVATION

If during the reservation, the traveler expects he could cancel the reservation for some reason, Fiore tours recommend Cancellation insurance. Cancellation insurance can’t be paid afterwards, only during initial request for the travel.

TRAVEL INSURANCE

The cost of travel does not include the package of travel insurance. Fiore advises their guests to pay the travel insurance: insurance against risks of accidents and diseases, travel insurance from loss or damage of luggage as well as health insurance during travel and stay abroad, and insurance to cover the costs of assistance and return of passengers to the starting place in case of accidents and illnesses.

INSURANCE IN THE EVENT OF PAYMENT INCAPABILITY OR BANKRUPTCY OF THE TRAVEL ORGANIZER

Fiore has concluded with Triglav d.d. a Contract on Insurance in Case of Insolvency or Bankruptcy of the Fiore, where the travel service might not be performed, or for the refunding the cost of the Guest’s way back to the place of departure. In case of occurrence of the insured event, the Guest should contact the Insurer as soon as possible:

Triglav Osiguranje d.d., Antuna Heinza 4, Zagreb, OIB: 29743547503, Phone +385 52 526402. Policy number: 990007051412

LIABILITY INSURANCE

Fiore has concluded with the insurance company Triglav osiguranje d.d. a Liability Insurance Contract for damages caused to a guest by failure to meet obligations or by partially or inconsistently meeting obligations. In the event of an insured case, the guest should as fast as possible contact the insurer:

Triglav Osiguranje d.d., Antuna Heinza 4, Zagreb, OIB: 29743547503, Phone +385 52 526402. Policy number: 990007051413

17. COMPLAINTS

In the unlikely event of you being dissatisfied with any aspect of the trip, the matter should be raised with the leader/guide as soon as possible. Matters can usually be put right on the spot. Failure to do this will adversely affect any claim at a later date. In the event of continuing dissatisfaction, the complaint should be made to us, in writing, within 14 days of your return. We will investigate fully and report back to you as soon as possible. We agree to independent arbitration should this become necessary.

NOTICE ON FILING CUSTOMERŚ COMPLAINTS

Pursuant to Article 8 Paragraph 2 of the Law on Consumer Protection (Narodne Novine Official Gazette No. 97/07 and 125/07 – corr. 79/09 and 89/09 – corr., 133/09), we inform our clients that complaints regarding the quality of our services can be submitted in writing to:
FIORE TOURS
MATE VLAŠIĆA 6, 52440 Poreč, Croatia

E-mail: adventure@fiore.hr

or impersonate our premises.

You will receive a response to your complaint in writing within 15 days of receipt of the complaint. Required information: name and surname of the person filing the complaint, the exact address for submission of responses.

18. JURISDICTION

On the signature of the booking form, you are accepting our terms and conditions as described in the booking conditions. The booking conditions may only be waived by a director of the company and in writing. On acceptance of your booking, we agree to carry out our obligations to you as defined in the documents you have received. These conditions are subject to and shall be construed according to Croatian law.

The Traveler and the Agency will aim to settle possible lawsuits in the application of this Agreement and if an agreement cannot be reached the issue will become subject to the decision of the Rijeka Court jurisdiction, under the authority of the laws of the Republic of Croatia.

19. TRAVEL PACKAGES

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. Company FIORE d.o.o., travel agency will be fully responsible for the proper performance of the package as a whole.

Additionally, as required by law, company FIORE d.o.o., the travel agency has protection in place to refund your payments and, where transport is included in the package, to ensure your repatriation in the event that it becomes/they become insolvent.

More information on key rights under Directive (EU) 2015/2302 (to be provided in the form of a hyperlink).

Following the hyperlink the traveller will receive the following information:

Key rights under Directive (EU) 2015/2302

  • Travellers will receive all essential information about the package before concluding the package travel contract.
  • There is always at least one trader who is liable for the proper performance of all the travel services included in the contract.
    Travellers are given an emergency telephone number or details of a contact point where they can get in touch with the organiser or the travel agent.
  • Travellers may transfer the package to another person, on reasonable notice and possibly subject to additional costs.
    The price of the package may only be increased if specific costs rise (for instance, fuel prices) and if expressly provided for in the contract, and in any event not later than 20 days before the start of the package. If the price increase exceeds 8 % of the price of the package, the traveller may terminate the contract. If the organiser reserves the right to a price increase, the traveller has a right to a price reduction if there is a decrease in the relevant costs.
  • Travellers may terminate the contract without paying any termination fee and get a full refund of any payments if any of the essential elements of the package, other than the price, are changed significantly. If before the start of the package the trader responsible for the package cancels the package, travellers are entitled to a refund and compensation where appropriate.
  • Travellers may terminate the contract without paying any termination fee before the start of the package in the event of exceptional circumstances, for instance, if there are serious security problems at the destination which are likely to affect the package.
  • Additionally, travellers may at any time before the start of the package terminate the contract in return for an appropriate and justifiable termination fee.
  • If, after the start of the package, significant elements of the package cannot be provided as agreed, suitable alternative arrangements will have to be offered to the traveller at no extra cost. Travellers may terminate the contract without paying any termination fee, where services are not performed in accordance with the contract and this substantially affects the performance of the package and the organiser fails to remedy the problem.
  • Travellers are also entitled to a price reduction and/or compensation for damages where the travel services are not performed or are improperly performed.
  • The organiser has to provide assistance if the traveller is in difficulty.
  • If the organiser or, in some Member States, the retailer becomes insolvent, payments will be refunded. If the organiser or, where applicable, the retailer becomes insolvent after the start of the package and if the transport is included in the package, repatriation of the travelers is secured. Fiore .o.o. has taken out insolvency protection with Triglav osiguranje d.d. (the entity in charge of the insolvency protection, e.g. a guarantee fund or an insurance company). Travellers may contact this entity Triglav Osiguranje d.d., Antuna Heinza 4, Zagreb, OIB: 29743547503, Phone +385 52 526402. Policy number: 990007051412 if services are denied because of Fiore d.o.o. insolvency.

Directive (EU) 2015/2302 as transposed into national law: http://eur-lex.europa.eu/legal-content/HR/TXT/?uri=CELEX:32015L2302

Fiore d.o.o. travel agency, Mate Vlašića 6, 52440 Poreč, Croatia, Commercial court register in Rijeka, brench office in Pazin, Tt-13/6242-2, founding capital HRK 20.000,00 of legal capital deposited in full, Head of operation Dalibor Rudan, Member of the Bord Dalibor Rudan, procurator Martina Rudan, Competent authority: Ministry of Tourism – Independent Sector of the Tourism Inspection, Šubićeva 29, 10 000 Zagreb

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Mon-Fri: 08:00 – 16:00
Sat, Sun and holidays: closed

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ENQUIRY

OUR GROUP SERVICES

If you’re considering bringing your group to Croatia, Slovenia, Bosnia & Hercegovina or Montenegro trust FIORE TOURS to organize and deliver your custom travel experience. Our comprehensive group services include:

All components for an integrated tourism experience. These include professional driver and licensed guides, transportation (car, minivan, 15 passenger minibus or coach), accommodation (hotel, motel, bed and breakfast, private accommodation, even camping), meals (from picnics to fine dining) and activities (hiking, biking, kayaking, rafting).

Innovative itinerary development. We work with our clients to develop itineraries that respond to their customer’s psycho-graphics and exertion and comfort levels. Feel free to ask us for examples of popular itineraries or ones that are more “off the beaten path.”

Outstanding customer service. Our success is largely due to our guides who place the customer first. As a “hands on” tourism business, our guides also work in the office, help set policy and basically keep the rest of us honest. We respond to all inquiries within 24 hours and keep a 24 hour emergency line open.

Value for money. The quality of our product and its cost represent some of best value for money spent. Our local knowledge, innovative ideas, access to a wide variety of unique properties and direct service delivery contribute to competitive pricing and customer satisfaction.

WHAT IS RESPONSIBLE TRAVEL?

Tourism is the world’s fastest growing industry. Traveling to far flung places gives us a wonderful opportunity to experience cultures that are so different from our own. But with the wondrous joy of travel comes the responsibility of ensuring that we do not adversely affect those countries that we visit. In a nutshell, Responsible Travel is about ensuring that you, as travelers, and Fiore Adventure, as a promoter of travel:

  • respect the local culture
  • do not inadvertently introduce new social ills and
  • promote & practice environmental responsibility in the places that we visit


That way, you enjoy a unique and memorable experience as well as authentic cross-cultural exchange and our local resources, cultures and customs are protected.

It has always been at the heart of Fiore Adventure’ ethos to not exploit local communities’ culture and environment.

We ensure our tours are:

  • low impact on natural resources
  • respectful and observant of local customs and
  • supportive of local economies


All staff of Fiore Adventure are locally employed and all our guides are, ensuring a more authentic experience for travelers, as well as sensitivity to local customs and culture. We also involve local communities in remote areas that we travel to.


Our environmental policy:

  • We recycle all our waste paper
  • Our correspondence and promotion is carried out via the internet and email, minimizing the amount of paper used for our activities
  • We use established, locally-owned and run accommodation wherever possible and aim to leave sites in better condition than we find them.
  • Our vehicle fleet is managed to minimise environmental impact.
  • Our group sizes are small, helping minimise cultural and environmental impact.
  • We monitor our impact, and where necessary alter our programmes accordingly.
  • We always abide by site-specific guidelines pertaining to flora and fauna.


Social policy:

  • All staff of Fiore Adventure are locally employed and all our guides are, ensuring a more authentic experience for travelers, as well as sensitivity to local customs and culture. We also involve local communities in remote areas that we travel to.
  • Our accommodation is mostly provided in small hotels, guest houses or apartments.
    On all our tours we use local produce and provide local-style meals, and we encourage our guests to try local dishes and delicacies
  • We support local economy and small business by supporting locally owned shops, restaurants, and using local guide services.
    Using local employees, accommodation providers, local restaurants and transportation services, Fiore Adventure ensures that financial benefits remain in the local community.

What you can do:

  • Learn something about Croatia: culture, religion, geography, politics and local customs.I strongly recommend to get a good travel guide such as Lonely Planet guides or Croatian Tourism Board. They are very useful before and during your staying.
  • Try to speak at least a few words of Croatian, you will make a big impression by doing it and it’s also a show of respect and interest on your part.
  • In many places fresh water is a very precious commodity and should not be wasted, so use a minimum for showering and washing, especially when you are on islands, tap water is drinkable throughout Croatia
  • Turn out the lights or air condition when you leave your room, use the public transport as much as you can, minimize your waste generally
  • Pick up your litter, never live any trace in nature, when you are in rural areas please stay to the trails and don’t damage or take any plants or flowers

TRANSPORTATION SERVICES

Fiore tours & adventure operates a fleet of different vehicles from cars, minivans and minibuses. Each van is equipped stereo radio/ CD sound systems with microphone, cloth/velour upholstered seats, carpeted interior and air conditioning. The vans are regularly serviced and continuously checked by a well established network of maintenance and service facilities throughout the country. This adds up to the best preventative maintenance program, but technical problems are not always avoidable.

Drive and explore

BIKE TRANSPORTATION AND SHUTTLE

Fiore Tours adventure partner in Croatia

TRANSFER SERVICE

We cater to clients from all around the world and in doing so understand their basic needs and requirements. Whether you are on a business trip or on a holiday, we can assist you move in and around Croatia.

Fiore Tours drive and explore

BEFORE YOU GO

Preparing for your trip!!!! So you have booked! Please take the time to read the following information; it will help you prepare for the trip of a lifetime. The information provided here is a guideline and should be used as such, if you need further information please feel free to contact us – one of our staff will be happy to help you.

Travel documents

Passports
Passport valid for at least three months beyond length of stay is required for those nationals that need a visa. Those not requiring a visa need a valid passport and must leave the country before the passport has expired.If you don’t have a passport, apply for one in good time. If you do have a passport, check the expiry date.

Visa
Citizens of Australia, Canada, the EU, New Zealand, and the US do not need a visa for stays of up to 90 days. Visas cost US$26 (single-entry), US$33 (double-entry), and US$52 (multiple-entry). Apply for a visa at your nearest Croatian embassy or consulate at least one month before planned arrival.

Travel Insurance
A requirement for all overland travel is that you have valid insurance cover for the duration of our tour. It must cover you against personal accident, medical, cancellation, curtailment and repatriation expenses , you should also make sure you are covered for hiking and other expedition activities or optional excursions that you intend to do. You should purchase your travel insurance policy at the same time as you book your tour.Please remember to bring your policy with you.

Regional Information
Read more about Croatia….

Packing list – adventure travel
One word: versatility. Your destination and the duration of time you’re traveling generally dictates what—and how much—to bring along. But whether you’re living out of your bag for two weeks or four months, pack clothes that can do double duty, ones that are functional enough for the trail but sharp enough not to stand out in a city. Sun hats can become rain hats, backpacks with detachable daypacks free your hands when lugging your gear from bus stop to hotel, and a good pair of travel pants with a concealed zipper pocket could stand in for a money belt.

When it comes to clothing, stay away from cotton (or at least aim for poly/cotton blends; it may be comfortable, but it takes forever to dry), and try for wrinkle-free clothes. Pack one nice outfit for that must-have dinner in a Parisian café, and always have pants or a skirt that’s long enough to cover your legs should you be traveling in a country where custom dictates a degree of modesty. In warmer climes, you’ll naturally be packing lighter. In cooler locales, layering will stretch your wardrobe. Another piece of advice: darker colors generally blend in anywhere, let you mix and match without becoming a fashion accident, and save the hassle of constant washing. And if you’re heading someplace with inexpensive markets and shopping (Southeast Asia, for example), you can always buy a few new items when the need or desire strikes.

In the brave new world of bags, you can get a rolling bag/backpack hybrid that gives you the versatility, and the newer generation of rollers come with wheels that swallow up Central European cobblestone as much as NYC asphalt. But if you’re uncertain, let your interest be your guide. Trekking in Annapurna? Go with a traditional backpack. Crawling the pavement of South America’s metropolises? A rolling bag will save your back and serve you well.

Travel Items
• passport + photocopy of front page of passport
• airline tickets
• travel insurance
• wallet (cash, credit cards, traveler’s cheque, ID Card)
• money belt
• medications
• list of contact addresses and telephone numbers
• backpack
• daypack
• multi-tool or pocket knife
• headlamp
• camera, memory card/film, charger/extra camera batteries
• ziploc plastic bags
• travel alarm clock / calculator
• small umbrella
• reading material
• International electric adapters

Clothing
• 2 to 3 synthetic/wicking polo shirts or t-shirts or 1 to 2 short-sleeve blouses, gauzy material
• fleece jacket or vest
• rainjacket (gore tex or similar)
• convertible nylon pants or a few skirts
• underwear and socks
• clothing and shoes for downtime and restaurants
• lightweight sarong
• sun/rain hat
• mid thigh-length shorts
• swimmsuit
• sleepwear
• sunglasses

Footwear
• waterproof sandals (or flip-flops for public showers)
• trail-running or hiking shoes
• “dress up” shoes (or buy them in-country)
• hiking socks
Toiletry Kit
• super-absorbent camp towel
• dramamine, or other motion sickness tablets
• anti-diarrhea medicine
• anti-bacterial cream
• insect repellent
• sunscreen and lip ointment
• handi Wipes
• feminine products
• shaving accessories

Repair Kit
• safety pins (keep straps together, etc.)
• clothespins (keep curtains closed and hang clothing to dry)
• mini sewing kit

Packing list – Cycling Holidays
Complete packing list for adventure travel
Bicycling Clothing & Gear
• bicycling shoes or stiff-soled sneakers
• bicycling shorts
• short-fingered bicycling gloves
• brightly colored cycling jerseys or synthetic T-shirts
• lightweight jacket or vest
• breathable windproof and waterproof rain jacket
Optional Bicycling Clothing & Gear
• arm and knee/leg warmers
• headband that covers ears (worn under helmet)
• synthetic mid-weight socks
• toe covers or booties (worn over clip-in bike shoes)
• bicycling tights
• windproof outer gloves (worn over biking gloves)
• lightweight but warm cycling cap that fits under helmet (skullcap)
• hydration backpack
• personal biking gear and helmet

Packing list – Walking/Hiking Holidays
Complete packing list for adventure travel
Walking/Hiking Clothing & Gear
• waterproof hiking boots/shoes
• walking/hiking shorts
• long-fingered, waterproof gloves
• lightweight windproof jacket/vest or warm sweater
• synthetic walking/hiking pants
• synthetic T-shirts
• walking sticks optional

Packing list – Sea Kayak Holidays
Complete packing list for adventure travel
Sea Kayaking Clothing & Gear
• water bottles/hydration pack
• dry bags
• synthetic T-shirts
• waterproof sandals
• swim suit and spare
• towel
• hat: baseball or wide-brim
• polypro long-sleeve top
• suncream & lipsalve
• gloves

Packing list – Multi-Sport Holidays
Complete packing list for adventure travel
Bicycling Clothing & Gear
• bicycling shoes or stiff-soled sneakers
• bicycling shorts
• short-fingered bicycling gloves
• brightly colored cycling jerseys or synthetic T-shirts
• lightweight jacket or vest
• breathable windproof and waterproof rain jacket
Optional Bicycling Clothing & Gear
• arm and knee/leg warmers
• headband that covers ears (worn under helmet)
• synthetic mid-weight socks
• toe covers or booties (worn over clip-in bike shoes)
• bicycling tights
• windproof outer gloves (worn over biking gloves)
• lightweight but warm cycling cap that fits under helmet (skullcap)
• hydration backpack
• personal biking gear and helmet

Sea Kayaking Clothing & Gear
• water bottles/hydration pack
• dry bags
• synthetic T-shirts
• waterproof sandals
• swim suit and spare
• towel
• hat: baseball or wide-brim
• polypro long-sleeve top
• suncream & lipsalve
• gloves

Notice On Filing Customer's Complaints

Pursuant to Article 8 Paragraph 2 of the Law on Consumer Protection (Narodne Novine Official Gazette No. 97/07 and 125/07 – corr. 79/09 and 89/09 – corr., 133/09), we inform our clients that complaints regarding the quality of our services can be submitted in writing to:
Fiore d.o.o., travel agency, Mate Vlašića 6, 52440 Poreč, Croatia or sending to following E-mail address: adventure@fiore.hr

You will receive a response to your complaint in writing within 15 days of receipt of the complaint. Required information: name and surname of the person filing the complaint, the exact address for submission of responses.

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