Headquarters: Lorea, online travel agent, sole trader, Palmotićeva 10, 20000 Dubrovnik, CROATIA
Services and inquiries: info@dubrovniklocalguides.com
Phone:+385 97 68 13 112
Lorea, online travel agent, sole trader, Palmotićeva 10, 20000 Dubrovnik, Croatia
Registered in: Croatian Chamber of crafts, MBO: 97664898 OIB: 12417479914,
IBAN: HR8023400091160443545, Privredna banka Zagreb d.d., Radnička cesta 50, 10000 Zagreb, Croatia, SWIFT: PBZGHR2X
Represented by: Marko Miloš, owner
*General information is published following Article 21 of the Act on the provision of services in tourism
COMPANY NAME: Lorea, online travel agent, sole trader
HEAD OFFICE: Palmotićeva 10, 20000 Dubrovnik, Croatia
BUSINESS ADDRESS: Palmotićeva 10, 20000 Dubrovnik, Croatia; online: https:///www.dubrovniklocalguides.com
MANAGEMENT: Marko Miloš, owner
E-MAIL: info@dubrovniklocalguides.com
WEB: www.dubrovniklocalguides.com
MOBILE PHONE: +385 97 6813.112
WORKING HOURS: 09.00-17.00
REGISTER: Croatian chamber of crafts, MBO: 97664898
OIB: 12417479914
BANK ACCOUNT: IBAN: HR8023400091160443545, Privredna banka Zagreb d.d., Radnička cesta 50, 10000 Zagreb, Croatia, SWIFT: PBZGHR2X
COMPETENT SUPERVISORY AUTHORITY: State Inspectorate of the Republic of Croatia – Tourist Inspection, Šubićeva ulica 29, 10000 Zagreb
GENERAL TERMS AND CONDITIONS OF BUSINESS: For package arrangements in which we act as travel organizers, our authorizations are established by the Act on the provision of services in tourism, and our General Terms and Conditions of Business are available at https://www.dubrovniklocalguides.com
For the services of other travel agencies whose services we sell and/or mediate, the authorizations we have and the general terms and conditions of operation of these travel agencies are available at https://www.dubrovniklocalguides.com
SUBMISSION OF COMPLAINTS: Any dissatisfaction with the provided service can be expressed by clients in written form in person at the agency’s premises or by registered mail or e-mail to the above addresses/numbers. The complaint handling procedure is described in our Terms and Conditions available at https://www.dubrovniklocalguides.com
Art. 1: Services to be performed
Lorea, doing business as “Dubrovnik Local Guides”, is a destination management company specializing in providing small-group, corporate, and bespoke walking tours as well as private tour guide services in Dubrovnik.
Art. 2: Rates
Rates for private experiences are calculated in good faith and quotations are valid for the services requested. Rates are based on the requested number of participants, type of tour, and given dates. The rates are based on the current exchange rate and local taxes effective on the date the price quotation is created. Rates for the public, i.e. shared small-group tours, are visible on the individual tour page and its accompanying booking calendar and clearly stated above the tour description.
Art. 3: Confirmation
A tour is considered confirmed once the booking is completed and the client has received the confirmation e-mail. We offer instant confirmation for some of our public, i.e. shared small-group tours as well as confirmation upon request for our private tours and experiences, in which case the client shall be notified by e-mail that their booking request has been either accepted, i.e. confirmed, or denied, subject to availability.
Art. 4 Payment Conditions
Payments for tours can be done either in cash on the day of the tour or upfront by credit card. The former option is called “Reserve now & pay later” which gives the client the option to book their spot on the tour and pay in cash on the day of the tour. Should the client choose this option, they agree that they will pay in cash as we cannot accept any other means of payment, i.e. credit card, on the day of the tour.
The latter payment option is upfront payment by credit card of the full amount. The payment is handled by Monri Payments Croatia, a secured and trusted payment gateway connected to our reservation system EZ Booker Enterprise. For bespoke services, we shall offer the client a set rate that they can choose to pay in one of the above-mentioned ways.
Art. 5 Cancellation Conditions
The client has the right to cancel the booked tour up to 24 hours before the tour and is entitled to a full refund. The option to cancel can be found in the footer of the confirmation e-mail that is sent upon reservation. If the reserved tour was paid upfront by card and canceled less than 24 hours before the tour, we reserve the right to deny and withhold any refunds. The client is advised to specify the reason for canceling the tour and we reserve the right to either allow or deny the refund should the cancellation happen less than 24 hours before the tour.
Art. 6: Client-requested modifications
Should the client request any modifications to the already booked private tour the client will advise Lorea of any modifications or corrections to the tour by e-mail. In such event, and upon receipt of the client’s requested modifications, we agree to use our best efforts to negotiate the requested modifications. In the event we are able to accommodate such requested modifications we will notify the client of the change in price, if any, and will prepare a new tour proposal which shall supersede the previous then in effect. In the event, we are unable to accommodate the client’s requested modifications, or in the event, the client does not approve of the prices and terms set forth in the revised tour proposal, the client and Lorea shall continue to remain obligated to perform their respective obligations pursuant to the tour proposal then in effect.
We reserve the right to adjust elements of the budget should the tour proposal change. Prices are based on the anticipated number of guests. Rates may increase and/or services may need to be changed if numbers should increase or decrease. Any changes in minimum or maximum numbers may result in the re-costing of services. No deduction will be allowed without penalty for reductions received less than 7 days prior to group arrival, unless otherwise specified by e-mail.
Art. 7: Costs made in the destination
The client and Lorea agree that all extra costs will be paid immediately at the destination unless otherwise agreed upon by e-mail. Services confirmed in the destination at the time of tour delivery will be subject to market conditions. Prices may vary from those previously contracted.
Art.8: Complaints
Lorea must be made aware of any and all complaints immediately on-site. We will try to rectify the issue in real time to the client’s satisfaction. If this is not possible, all complaints must be submitted to Lorea by e-mail prior to the client’s departure from Croatia / destination or 24 hours after service completion, whichever comes first. Each claim will be examined, after which we shall try to rectify the problem as soon as possible and to the best of our abilities. Claims not reported in the destination or within the given time period will not be validated.
Art. 9: Refunds
During the tour delivery, the value of wholly or partially unused services will not be refunded unless Lorea recovers the costs involved. Prorated cost refunds cannot be made in connection with motor coaches, guides, admission fees, or similar minor items, or in connection with performing arts, venues, or other special-event tickets. In case of complaints, the amount of the refund will be based on the real damage incurred within a provided service. At all times, refunds shall be treated as stipulated in Art.5.
Art. 10: Liability
Lorea shall act as an agent on behalf of the client in making any and all arrangements under this Agreement. Lorea, its employees, representatives, or all other parties, agents, or organizations collaborating with Lorea shall in no way be liable for any delay, accident, personal injury, illness, strike-action, deviation, curtailment, loss of/or damage to luggage or other personal property unless such event is caused by intent or gross negligence by Lorea.
The client acknowledges that Lorea does not own, operate, or in any other manner exercise control over third-party suppliers for the provision of goods and services for the tour specified herein, including the service of alcoholic beverages. Regardless of the third party supplier used, the client hereby releases, covenants not to sue, and forever discharges Lorea, and its owners and employees from any and all liability, claims, actions, and causes of actions whatsoever arising out of or related to any loss, damage or injury that may be sustained due to the alleged or actual acts or omissions of a third party supplier of products or services under this contract.
Accordingly, the client agrees that it will look solely to the third-party supplier for compensation for said losses, damages, or injuries. In the event of the occurrence of any major political event, unforeseen government action or Force Majeure (such as e.g. Flooding, Fire, War, Civil Commotion or Disturbance, Riots, Acts or Threats of Terrorism, Break-down of public services or Amenities) at the place where the tour is to be delivered, which may affect the safety of the participants or may prevent the tour from taking place, Lorea reserves the right to cancel any or all services under this Agreement.
In such a case Lorea will endeavor to offer alternative arrangements or will refund the client all recoverable monies after deducting necessary costs, reimbursements, payments or charges. In addition, specific COVID-19 Force Majeure terms may be negotiated with suppliers on a case-by-case basis at the time of tour confirmation if required. The client will ensure that any services directly contracted by the client and not supplied by Lorea meet all local and national requirements and are properly and fully covered by the client’s insurance policy.
The client accepts full responsibility for any omissions or errors in communication as well as any consequences arising from non-compliance with laws, regulations, and terms. Lorea will in no way be held responsible. The client is responsible for ensuring that participants’ travel documents are in order and comply with all local requirements (passports, visas, etc). The client will insure itself against injury, lost luggage, repatriation, and similar. Lorea cannot be held liable for the traveler’s failure to comply with those formalities or insurances.
Lorea and the client both agree to carry general liability insurance and workers’ compensation coverage on their employee as applicable in at least the minimum amount required by the law. The client will be responsible for the acts or omissions of its employees, agents, members, guests, or invitees. The client will also be held responsible for any damages caused by the gross negligence of and/or willful misconduct by the participants and /or staff to property in the destination (including, but not limited to jeeps, boats, scooters, cars, buses, rooms, furniture, restaurant/sports equipment, arts and decorations, any technical equipment provided by Lorea or any third party).
When self-driving is conducted at the destination, a credit card guarantee will be requested from the client or from each participant individually. The client (agency or company representative who is inviting the participants) is responsible for advising their participants of any and all possible risks involved in taking part in such an activity and should accept liability for his/her own safety.
Lorea disclaims responsibilities for any losses, accidents, changes of schedule, or any irregularities caused or arising from circumstances beyond its control including but not limited to the behavior of registered participants or the client’s employees. No liabilities shall be taken for loss of personal property or personal injury. The client is responsible for monitoring participants’ alcohol consumption. Lorea reserves the right to deny intoxicated participants access to planned activities or participation on the tour. Lorea is not to be held liable for damages by or injury to intoxicated participants.
Art. 11: Confidentiality and Data Protection
Contracting parties agree that all information contained here within will be held as confidential and will not be released to third parties without the direct and written consent of the affected party. During the preparation of the program, it may be necessary to provide third parties with the personal data of individual participants in order for contracted services to be executed successfully.
For this purpose, Lorea has in place the necessary procedural, technical, and security measures required to temporarily store, transfer, and delete such data in accordance with the guidelines set forth by the General Data Protection Regulation (GDPR) (EU) 2016/679. By signing this agreement, the client confirms that he is in the role of the data controller while Lorea is in the data processor with all responsibilities and obligations that apply to each respectively.
The client is solely responsible for informing and obtaining consent from individuals whose data they will be collecting, including informing them that this data may be transferred within different countries, both European Union and non-European Union entities as the program will require. The client will provide to Lorea if requested, proof that such consent has been received. Lorea takes responsibility for personal data provided by the client in accordance with internal Data Protection procedures only in the event that such information is clearly marked as “Confidential Personal Data” by the client and the scope of which this information can be used is clearly defined.
This includes but is not limited to, providing authorization for the transfer of such information to those third parties for whom this information is a necessary element for the execution of the contracted program. Lorea will delete all personal data received from the client 30 days after tour completion unless its storage is otherwise required by law. Lorea warrants that any personal data that is collected pertaining to the client’s employees and agents will only be used for the purposes directly associated with the program and for the purpose of doing business.
These individuals will have adequate access in order to amend, oppose, or request deletion of this information. All such requests are to be received by Lorea by e-mail. In the event of a suspected or actual data breach, Lorea will inform the client in the shortest possible time frame. All of the above is in accordance with the current implementation of legislation and is subject to adjustment, if necessary, of which the client will be advised.
By signing this agreement, the client accepts that data processing will be carried out on personal data that has been provided in accordance with the Data Protection Regulation for the purpose of providing the confirmed services and fulfilling legal obligations.
Art. 12: Gratuities
Gratuities are customary. They are not included in the rates and are at the client’s discretion.
Art. 13: Disputes
Contracting parties agree that any dispute or disagreement resulting out of or in connection with the services provided by Lorea will be settled through mediation. If an agreement between Lorea and the client cannot be reached through negotiations the dispute will be settled in Croatia at the Court of Dubrovnik.
Lorea acknowledges and respects your right to the confidentiality of the personal data and undertakes to ensure the security of personal data collected through https://www.dubrovniklocalguides.com. Lorea collects, processes, and keeps your personal data in accordance with the EU General Data Protection Regulation (GDPR) and other applicable regulations. Data will not be transmitted to third parties or transferred to third countries unless required for the provision of contractual services (e.g. accommodation, airline company, carrier, insurance) or for the exchange of personal data with our partners in order to provide services. Further use of https://www.dubrovniklocalguides.com will be deemed as your acceptance of all terms and conditions set out below.
Your personal data are collected and used only based on the data you voluntarily provided to Lorea by using https://www.dubrovniklocalguides.com. The collected personal data are stored both in electronic and hard-copy form and all appropriate technical and organizational measures are implemented to prevent a personal data breach. Emails containing your personal data will be used by Lorea only to fulfill your requests.
The booking of tours, shared or private, provided by Lorea requires only the personal data of the reservation holder who must be of full age (e.g. name, address, contact phone, etc.) and the data of other users of the service (e.g. name, date of birth). Only the data required for the provision of the service will be available exclusively to our partners in the provision of the service. The payment data (e.g. credit card number, date of expiry) are specially protected and will be made available only to banks i.e. credit card companies for authorization of payment.
Cookies allow Lorea to gather statistics on user behavior on https://www.dubrovniklocalguides.com (e.g. in which parts of the website users stay the longest and the shortest), which browser is used, and so on. A cookie is a small piece of data sent from Lorea website and stored on a user’s computer and it serves as an anonymous identifier. Cookies also facilitate the use of the website and navigation through it (e.g. you don’t have to re-enter your data every time you visit the website). Cookies are not used to access user data or to track users’ activities after leaving Lorea’s website. Lorea reserves the right to use cookies on its website, but the user can choose to disable cookies by customizing/changing the browser settings. Lorea’s cookies do not collect any personal data of our customers, but third-party cookies do. If you want more information, you can visit Google’s website (https://developers.google.com/analytics/devguides/collection/analyticsjs/cookie-usage).
Lorea’s website may contain links to other websites (e.g. Facebook, Instagram). Please note that Lorea cannot be held liable for the observance of privacy on said websites. Therefore, we advise our users to read the Privacy Statement of each website they visit.
Contact information, such as your name and email address, is required in case you want to receive promotional material from Lorea. Promotional materials include information on services and special offers, and newsletters. The service can be disabled at any time by clicking the „Unsubscribe“ link in the footer of any email you receive from us or by sending a request for removal from our digital marketing mailing list to contact@dubrovniklocalguides.com
Lorea takes all security measures to protect our users’ data during their input, transfer, processing, and storage. Access to data is limited to the employees dealing with your enquiries and requests. Users can request at any time a notification on which data is processed by Lorea, or rectification or erasure of personal data, by sending the request to contact@dubrovniklocalguides.com.
In case of changes to our privacy policy, a respective notification will be published on this website to inform the users of such amendments.
Contact details:
Lorea, obrt za putničku agenciju
Palmotićeva 10
20000 Dubrovnik
Croatia
Compulsory data related to authorized online points of sale
Data related to the point of sale:
COMPANY NAME: LOREA, online travel agent, sole trader
HEAD OFFICE: Palmotićeva 10, 20000 Dubrovnik, Croatia
BUSINESS ADDRESS: Palmotićeva 10, 20000 Dubrovnik, Croatia; online: https://www.dubrovniklocalguides.com
MANAGEMENT: Marko Miloš, owner
E-MAIL: info@dubrovniklocalguides.com
The given e-mail address can be used for direct contact with customers (available for receiving information and filing complaints)
WEB: https://www.dubrovniklocalguides.com
MOBILE PHONE: +385 97 6813.112
WORKING HOURS: 09.00-17.00
REGISTER: Croatian chamber of crafts, MBO: 97664898
OIB: 12417479914
IBAN: HR8023400091160443545, Privredna banka Zagreb d.d., Radnička cesta 50, 10000 Zagreb, Croatia
SWIFT: PBZGHR2X
COMPETENT SUPERVISORY AUTHORITY: State Inspectorate of the Republic of Croatia – Tourist Inspection, Šubićeva ulica 29, 10000 Zagreb
Data related to products and/or services
The exact name and main characteristics related to products and/or services offered for sale will be presented via E-mail or usual business communication methods.
Retail price, including VAT and all additional charges and fees presented, will be presented in the origin currency.
Prices will be indicated clearly and unambiguously and, in particular, will indicate whether they are inclusive of tax and delivery costs, handling charges, or any other costs affecting the indicated price.
Terms of Sale
Terms of Sale are presented here: https://www.dubrovniklocalguides.com/legal under the tab “Terms and Conditions”.
Online Dispute Resolution: https://webgate.ec.europa.eu/odr/main/index.cfm?event=main.home.chooseLanguage
Confidential data protection
Personal and card data protection
For all connection options, merchants are required to protect buyers’ personal data and card data.
Card data storage is STRICTLY FORBIDDEN unless the merchant has obtained PCI DSS Level 1 or Level 2 certification.
Entered data has to be continuously protected by 256-bit SSL encryption, and data can only be transferred using TLS 1.2 encryption.
User Privacy Notice
Lorea, online travel agent, sole trader takes data protection and privacy very seriously. We collect only relevant and necessary data to accomplish the specified purpose and to meet our obligations. Our buyers are informed about the way the collected data is used, moreover, they can control and determine how their personal data is used. Buyers can also decide whether they want their names removed from the list used for marketing campaigns.
All user personal data is kept strictly confidential. It is available only to employees who require such data to perform their work tasks. All employees of Lorea, online travel agent, sole trader and business partners are obliged to demonstrate that their activities are compliant with the Data Protection Principles.
Conversion statement
All payments will be effected in EUR currency. The amount your credit card account will be charged is obtained through the conversion of the price in Euro into your local currency according to the current exchange rate of the Croatian National Bank. When charging your credit card, the same amount is converted into your local currency according to the exchange rate of credit card associations. As a result of this conversion, there is a possibility of a slight difference from the original price stated in our offers or on our website.
Statement about the Protection of Personal Data Transfer
Data protection pursuant to the General Data Protection Regulation of the European Parliament and the Council no. 2016/679- Regulation and implementation of the GDPR
Monri Payments, being the processor of authorization and payment made by credit cards and the payment gateway that we use, uses personal data as the processor pursuant to the General Data Protection Regulation of the European Parliament and the Council no. 2016/679, and is compliant with PCI DSS Level 1 Regulation for data transfers.
Monri Payments uses 256-bit SSL encryption and TLS 1.2 cryptographic protocol as the highest protection standards for data entry and transfer.
Personal data used for the purposes of authorization and payment are deemed to be confidential data.
The following customer’s personal data are necessary to fulfill the Agreement (authorization and payment):
Name and Surname
E-mail
Telephone number
Address
City
Post Code
Country
Type of credit card
Credit card number
Expiry date (credit card)
CVV number for credit card
Monri Payments does not process or use these personal data except for the purpose of fulfilling the Agreement, the authorization, and the payment.
Monri Payments ensures to meet the requirements determined by applicable personal data protection regulations, for the processors of personal data, especially taking all necessary technical, organizational, or security measures confirmed by PCI DSS Level 1 certificate.
Monri Payments Usage Statement
Lorea, online travel agent, sole trader uses Monri Payments for online payments.
Monri Payments is a secure system for online payments, real-time credit and debit card payments, and other payment methods. Monri Payments ensures the buyer and the merchant with secure card data entry and transfer, which is also confirmed by the PCI DSS certificate. Monri Payments uses 256-bit SSL encryption and TLS 1.2 cryptographic protocol as the highest protection standards for data entry and transfer.