TERMS AND CONDITIONS
Doaerodroma.hr is website of company Do aerodroma, vl. Ivana Babojelić (hereinafter referred as Do aerodroma, Company)
1. GENERAL PROVISIONS
1.1 Before requesting a service offered electronically, customers should ensure that they have read and understood the Terms and Conditions. If customer doesn’t understand Terms and Conditions, we strongly recommend to contact our Customer Support Service, available via email address or via telephone numbers indicated in Contact section. The official version of the website is in English.
1.2 Transfer implies the transport of at least one passenger from the pickup point to the drop-off point of a journey. One of the selected points of transfer must be a Zagreb Airport. For the second point of transfer you can choose one of the destinations from our list, which is the nearest to the Drop-off point. It also possible to be reverse, Drop-off point can be Zagreb Airport, and Pick-up point any of our listed locations. You will be asked to enter the exact Drop-off address later on. If the pick up point is not listed in our booking system, a custom transfer request should be made. Those are subject to special terms and conditions submitted to customers along with the offer.
1.3 Journey can be One-way or the Return. If you choose Return, please be aware that one of the points must be Zagreb Airport, this will be selected automaticaly.
1.4 After entering into a contractual obligation with Company, we will handle all necessary formalities in order to contract the transfer service. Such contract shall be considered confirmed once the transfer service supplier accepts the transfer request and notifies the customer of Company by an email confirmation.
2.1 Through its website, Company offers services as an agent for the contracting of travel transfers for individuals or groups.
2.2 The only Companys responsibility is as an agent for the parties concerned – customers (hereinafter referred as passenger, client or customer) and suppliers (hereinafter referred to as a driver, transfer service supplier or supplier).
3. TYPES OF TRANSFER
3.1 Private transfer:
Private transfers are provided with sedan and minivan.
Passengers will be met at a Pickup point by a driver holding a name board with passenger’s name on it. The driver will drive the passenger to a desired Drop-off address or to the nearest possible location accessible by car. Transfer prices are per vehicle.
3.2 Shared transfer:
Unlimited number of passengers. Waiting time – max. 50 minutes. This type of transfer takes you from the airport to a predefined destination and vice versa. Transfer prices are per person.
3.3 Low Cost transfer:
Unlimited number of passengers. Maximum waiting time – 45 minutes. Transfer has a predefined departure dates and times and a predefined route. Transfer prices are per person.
3.4 Airport Shuttle Bus Transfer
Unlimited number of passengers. Transfer prices are per person. Transfer from the airport to the city center or vice versa.
4. ONLINE BOOKING PROCEDURE
4.1 A person who makes a reservation must be over 18 and have a valid credit / debit card.
4.2 Reservation is carried out online, by filling all the necessary forms.
4.3 Reservation must be made at least 48 hours before the start of the transfer. As an exception, transfer can be booked within 48 hours, but you have to contact us and get an e-mail approval first.
4.4 Transfer request for a transfer that starts within the next 48 hours will be considered custom transfer request and special terms and conditions submitted to customers along with the offer apply.
4.5 A person who enters the data is responsible for their validity. Company does not bear any responsibility for wrongly entered or untrue information.
4.6 A person who enters the data for the group accepts the Terms and Conditions in the name of the whole group, and is responsible for the whole group.
4.7 Booking is completed when customer receives an email confirmation with Unique Reservation Code (see in text below). This confirmation contains all booking details. Please note that successful booking doesn’t mean confirmed reservation.
4.8 After the online booking process is done, customer is obliged to check all data provided in the confirmation. If irregularities or faults are noticed on the received confirmation, customer must inform the Customer Service in written form by sending an email.
4.9 Company does not have to accept a reservation. If the reservation is accepted, the customer will receive an email confirmation with driver’s contact. After the confirmation is received, a reservation will be considered valid. If a reservation is not accepted and the payment is completed, the amount paid is returned in full within the 30 days.
4.10 Customer is required to show booking confirmation to the driver before boarding a vehicle, along with a valid document that proves customer’s identity (identity card, passport, driving licence).
4.11 Each booking confirmation contains a Unique Reservation Code (URC). URC must be entered in order to check the status of reservation, to change reservation dates or to cancel the reservation, and as a reference for further communication between Company and a client.
4.12 The contract is legally binding when Company obtains confirmation from the service supplier that the requested service is available and when the customer is informed about this by email. In case that the supplier is unable to provide the requested service, the customer will be informed and will receive full amount refund in the same manner as the payment was made.
4.13 The customer must concede all notifications made to him by Company. In case that the customer fails to concede the reception of an e-mail message, Company will provide a proof of reception from its e-mail server.
4.14 The booking voucher will be delivered to the customer’s e-mail address. The customer must show the voucher to the driver before boarding a vehicle. The voucher must be printed out or presented to the supplier on some digital device (mobile phone, tablet, laptop computer) so that the driver can examine it upon request. If there is any, the customer should also present to the supplier all additional communication with Company, especially in the event of subsequent changes and requests.
5. LIABILITY OF Company SERVICES
5.1 The liability for the provision of transfer is restricted solely to those parties who entered into a contractual obligation, which are the customer and the transfer service supplier. Company acts solely as an intermediary and it’s liabilities are limited to those of a third-party dealer between the customer and transfer service supplier.
5.2 Any liabilities arising from the provision of the transfer service shall be the exclusive liability of the supplier and supplier’s respective insurance company.
5.3 Company is not responsible for any event that may occur while providing services, such as illness, injuries or death, unless it was caused by Company’s negligence. In the case of such events, any reimbursement must be addressed directly to the service supplier and shall be subject to the laws and jurisdiction of the country in which the service is provided.
5.4 Company will be exempted of liability in the event that the customer enters into a contractual obligation directly with the transfer service supplier.
5.5 Company cannot guarantee that the information on our website is completely accurate and reliable, as it may be violated and corrupted by unauthorized access, change or destruction caused by individuals or viruses.
5.6 In the case of any noticed errors Company will make necessary efforts to amend such irregularities in the shortest possible time. If such errors should lead to incorrect prices, Company reserves the right to cancel the booking without offering compensation or any alternative solution to the customer.
6. CUSTOM TRANSFER REQUEST (ON REQUEST)
6.1 If customer is unable to book a transfer service online, Company offers possibility of making a custom transfer request.
6.2 Custom transfer request includes making a request for a transfer service by email in written form, directly to the Customer Support Service.
6.3 Custom transfer request can be subjected to special terms and conditions submitted to customers along with the offer.
7. PAYMENT METHOD
7.1 The standard payment method is payment by cash directly to the driver, unless a different form of payment was agreed in advance and confirmed in written form after the booking is made.
7.2 Other acceptable payment methods are by credit / debit card – Visa, Master or by invoice on our bank account.
7.3 All payment methods except cash payment may be subject to additional transaction costs.
8.1 Each passenger is permitted to bring the standard suitcase 158 cm (the sum of the length, height and width) or travel bag, and one piece of hand luggage the same size that is allowed in airline traffic, a total of two pieces of luggage. Luggage must be properly marked with the name and surname of a passenger.
8.2 Additional luggage is charged. Prices are listed in a data entry form. Customer is required to provide accurate information about the additional luggage. Excess luggage will be charged at a double price.
8.3 Transfer service supplier is not obligated to transport any luggage that was not declared in a reservation if there is not enough room in the vehicle.
8.4 The transfer service supplier is not responsible for the content of luggage. Neither transfer service supplier nor any of its contracted or subcontracted drivers will accept responsibility for loss or damage to luggage. Clients are responsible for ensuring that their luggage is loaded/unloaded at all times, if accompanying the luggage on the journey. Transfer service supplier and / or its contracted or subcontracted drivers have the right to refuse any client or to make the journey due to the client having excess luggage which would result in the vehicle being unsafe whilst in motion.
8.5 It is highly recommended not to transport fragile or valuable objects (jewellery, money, precious metals, valuable documents, etc.) as they might be damaged during the transfer service.
8.6 In the case of luggage damage or loss, Company can not be held liable under any circumstances, as the transport of luggage and other personal items is done solely to the customer’s risk. Such type of risk should be covered by private insurance purchased by the customer prior to departure.
9. CHILDREN AND PERSONS WITH SPECIAL NEEDS
9.1 Children under 12 cannot use our service unless they are accompanied by an adult. Children from 12 to 18 years have to have a certified written permission of a parent.
9.2 For children up to 5 years in the Private transfer, children’s seat is compulsory. Since the children’s seat takes up one seating place in a vehicle, the child counts as an adult passenger.
9.3 In the shared and low-cost transfer, children up to two years of age sit on one of their parents and travel free of charge. Older children have to pay full price.
9.4 People who have special needs such as disabled people with wheelchairs are obliged to specify that in a reservation form in order to ensure appropriate vehicle. In this case a price may be slightly higher.
10. CONTACT PROCEDURES
10.1 During the booking process, as well as after the provided service, only e-mails are considered to be a valid form of communication.
10.2 Accuracy of provided data is of crucial importance for a contracted transfer, for which a customer is solely responsible. Correct email address and contact phone available at the starting point of transfer are extremely important and must be provided by customer.
10.3 If customer does not show at the meeting point 20 minutes after the time indicated in a confirmation, transfer service provider will contact the customer by phone call, dialing the number provided in booking confirmation. If the contact phone is not indicated in the confirmation, phone format is invalid, number is unavailable, client does not answer or the voicemail is turned on, driver is not required to wait for customer any longer and can leave the meeting point. Any refunds by transfer service supplier or by Company will not be possible. This will be considered as a “No-Show” and a “No-Show” fee will be charged, which is 100% of total taxi transfer value.
10.4 Customer is required to contact transfer service supplier or Company if there is any problem that prevents him/her to arrive to the meeting point.
11.1 In a case a customer arrives by plane for the scheduled transfer, supplier is obliged to wait for maximum 60 minutes (just in case of flight delays, all other reasons include contacting phone number). Waiting longer than 60 minutes includes additional cost for supplier, which can be charged on the spot.
The waiting time at any other place is maximum 10 minutes. Waiting for longer than 10 minutes will mean an additional cost to the supplier and can be charged on the spot.
11.2 If the customer can not find a driver, he/she is required to inform Company Customer Support Service, available 24/7, within 60 minutes for the airports and 10 minutes for any other meeting place.
11.3 The customer is required to provide the exact pick up address. Supplier or Company hold no responsibility for wrong or missing address.
If the driver is unable to access the indicated pick up address, customer must come to the closest possible accessible location. In such a case transfer costs will remain the same and there will be no partial or total reimbursement.
11.4 Category (class) or model of the transfer vehicle can be altered by Company or by transfer service supplier without notification (except in the case of custom transfer request, which includes specific price and terms).
11.5 If the customer is not able to find a driver on the agreed spot, the customer must contact our Call Center on the emergency phone number provided in the booking confirmation. If the customer fails to do so within 60 minutes for pick-ups from airport or 10 minutes for pick-ups from any other location, Company shall cancel the booking and no reimbursement shall be made to the customer. In the case of a dispute, a record of phone calls provided by Company telephone service supplier shall be used as a proof.
11.6 In the event of delays caused by force majeure or other unforeseeable circumstances, such as traffic jams, flight delays, extremely poor weather conditions, floods, storms, fires or any other accidents caused by third parties, neither Company nor the transfer service supplier can be held liable. In such events, the predefined transfer route may change, as well as travelling time. Company shall implement the necessary measures to ensure that pick-up times remain unchanged, however they cannot be fully guaranteed.
11.7 If the customer is travelling with minors, Company must be informed about it and if necessary, they must be transferred using a child / baby seat, as regulated by laws of the country in which the service is provided. The customer must inform Company about the presence of a minor and ask the Company to provide an appropriate child / baby seat. Should the customer fails to inform Company about this requirement and no child / baby seat is provided on the pick-up point, Company and the transfer service supplier reserve the right to cancel the transfer. However, in the rare events when Company is unable to provide the requested seats, the customer will receive refund for seats which are not provided. If the customer is unwilling to travel without the requested child safety equipment, Company will ask the customer to provide seats and to request a refund for such service.
11.8 Passengers with special needs such as disabled passengers with wheelchairs are obliged to specify that in a reservation form in order to ensure appropriate vehicle. In this case a price may be slightly higher. Such passengers must be able to board the vehicle with the assistance of other passengers or independently.
11.9 Company cannot guarantee the type of vehicle which will be used for the transfer, as there could be such incidents when the supplier may need to change the vehicle in order to complete the agreed transfer service.
12. CHANGES AND CANCELLATION
12.1 Any changes regarding the booked transfer must be sent in written form by email to firstname.lastname@example.org. For all changes made in less than 24 hours before the scheduled transfer you must contact Customer Service and wait for further instructions.
12.2 All changes are subject to supplier’s confirmation and availability. Both Company and transfer service supplier reserve the right to cancel the booking after the change is done.
12.3 Customer may change reservation details at any time. Administrative fees for changes to the data will be charged as follows:
– Every client is entitled to 2 free changes (up to 24 hours before the transfer), every succeeding changes may be charged EUR 10,00 administrative fee
– Changes made in less than 24 hours before the transfer, can be charged EUR 30,00 administrative fee
– Changes made in less than 24 hours can result in total price change.
12.4 Company is not obliged to confirm any change of the booked transfer.
12.5 If the price of new transfer is larger than the amount paid, customer will be charged for the difference. If the price of the new transfer is lower than the amount paid, the difference will be returned.
12.6 Cancellation of the transfer is subject to special rules:
– if transfer is cancelled 48 hours or more before the agreed date / time of transfer, Company will return the amount paid.
– if transfer is cancelled 47 hours and 59 minutes or less before the agreed time of transfer, Company will not return the amount paid at all.
12.7 If the amount paid is less than the total amount of the booked transfer and the transfer was canceled less than 47 hours 59 minutes before the transfer, Company can charge customer’s credit card for the total amount of the booked transfer.
12.8 In case of no-show (client did not show up for a scheduled transfer at scheduled time) Company reserves the right to charge the total amount of the booked transfer.
12.9 If the amount paid is less than the total amount of the booked transfer, in the case of no-show, Company can charge total amount of the booked transfer.
12.10 Custom transfers are subject to specific change and cancellation terms, which are submitted to the client along with the offer.
12.11 Refunds are conducted strictly through VISA, EC/MC and Maestro payment methods, meaning that the Bank will refund customer’s account upon Company’s request.
12.12 The following changes are subject to additional payments on the spot and paid in cash:
excess baggage which is not in accordance with the Terms and Conditions
special luggage not mentioned in the booking: skis, golf bags, musical instruments, baby stroller, pets, etc.
extra passengers, if the customer did not inform Company about the change
changes caused due to unforeseen circumstances affecting the change of route and travel time: snowdrifts, floods, landslides, earthquakes and other natural disasters, traffic jams, etc.
unplanned stops during the transfer
additional pick-up or drop-off address not mentioned in the booking
13. SAFETY ISSUES
13.1 All vehicles that are used for transfers are properly inspected and ensured in accordance with the laws of the country or countries where the transfer is implemented.
13.2 Passengers insurance is included in the price of the transfer.
13.3 A passenger under the influence of alcohol, drugs or other controlled substances won’t be allowed to enter a vehicle and will not be entitled to a refund of the amount paid.
13.4 A passenger whose behavior endangers the safety of driver, other passengers or other participants in traffic will be removed from the vehicle, and reported to local police department.
13.5 Smoking, consuming food and beverages, alcohol or drugs in the vehicle is strictly prohibited. Exceptions to this policy are water and soft drinks in bottles. Everything else has to be approved by the driver or transfer provider’s representative.
13.6 Company is not responsible for any compensation in case of injury, disease or death during the transfer. Any compensation in these cases will be addressed to transfer provider and will be subject to the laws and jurisdiction of the state where the service was provided.
14.1 Transfer service supplier is required to perform all the services responsibly and professionally, in accordance with the laws of the country or countries where the transfer is implemented.
14.2 Transfer service supplier can have their rights and obligations partially or fully transferred to a third person or persons, according to his own choice and without prior notice.
14.3 Verbal agreements between the client and transfer service supplier must subsequently be confirmed in written form (e-mail, fax), otherwise are considered invalid.
14.4 Transfer service supplier is not responsible for delays in the arrival or departure caused by unforeseeable circumstances, such as traffic crowds, extremely poor weather conditions, floods, storms, fires and so on (force major), and is not required to indemnify passengers.
14.5 In case that client is not able to establish contact with our driver at the agreed place in the agreed time, client is required to contact our call-center as soon as possible at +385 98 811 811, where he will receive further instructions. Keep a note of our number.
14.6 In case that a client is delayed for any reason, client is required to contact the driver or our call-center as soon as possible at +385 98 811 811, where he will receive further instructions. Keep a note of our number.
14.7 Transfer service supplier can not guarantee the exact travel time of the transfer. All data regarding travel times are just an estimate. Clients who continue to travel by other means of transport should leave enough time between the end of the transfer and the departure time of another means of transport.
14.8 In case that selected type of vehicle is not available for any reason, transfer service supplier can perform the transfer using another appropriate vehicle.
14.9 Only the transfer service supplier can receive payment for transfers. No one has the right to charge or try to change the terms of transfer in the name of transfer service supplier, except when it is expressly defined.
14.10 In the event that the confirmed transfer has not been made, in whole or in part, transfer service supplier is required to refund the amount paid in full. The client is required to obtain and present evidence in support of their claims. Complaints must be submitted within 48 hours in written. Complaints without grounds or submitted after 48 hours will be disregarded.
14.11 Transfer service supplier is required to consider all complaints and make a decision on them within 28 days.
14.12 If a client is entitled to a refund, transfer service supplier is required to return the amount in question within 30 days.
14.13 All issues will be attempted to resolve by an agreement out of court.
14.14 All the disputes will be presented before a Court in Zagreb, Croatia, EU.
DECLARATION OF SECURITY, COLLECTION AND USAGE OF PERSONAL DATA
SECURITY OF CREDIT CARD PAYMENTS
All credit card information is submitted on the protected webpage owned and managed by the Bank. Data security is guaranteed by the credit card processor, where complete payment process take place. Third parties who provide online credit card processing on behalf of the Company will not have access to your credit card data at any time.
All confidential information is transferred in encrypted form using SSL and PKI systems, the most advanced protection methods available. Data safety is guaranteed by the bank as credit card processor. The whole payment process is conducted on bank’s pages and are not available to our system at any time.
Refunds are conducted strictly through VISA, EC/MC and Maestro payment methods, meaning that the Bank will refund customer’s account upon Company’s request.
COLLECTION AND PROTECTION OF PERSONAL DATA
Your privacy is our priority. We are committed to protecting your personal information at all times, in all situations. Your name and address information is used solely to process bookings unless your prior consent is given. This information will never be sold, given, rented or traded to others for purposes other than order fulfillment. Data is available only to authorised officers of the Company. All of our employees and business partners are responsible for respecting the principle of protection of privacy.
Company may request from potential customers to provide their personal information, such as e-mail address, phone number and credit card details, for the purposes of further communication or payment of agreed services. Such details may also be used for sending promotional offers which may be potentially interesting to the customers. Once the interested parties becomes customers by purchasing a service, Company may use the information provided during the booking process in order to send potentially interesting promotional offers to such customers.
CURRENCY CONVERSION STATEMENT
All payments will be effected in Croatian currency – kuna (HRK).
The amount your credit card account will be charged for is obtained through the conversion of the price in Euro into Croatian kuna according to the current exchange rate of the Hrvatska narodna banka (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 on our web site.