These General Terms and Conditions (“Terms”) apply to all package travel services provided by Ruta Tours, owner Vanja Tintor, an obrt registered in the Republic of Croatia, based in Rijeka, Croatia (info@ruta.tours, ruta.tours, OIB: 12634194660). Ruta Tours is a licensed travel agency registered with the Croatian Ministry of Tourism (MINTS) and holds mandatory insolvency protection insurance as required by Croatian law and EU Directive 2015/2302 on package travel. Insolvency insurance provider: Generali osiguranje d.d. / Policy number: P15-1020001352.
These Terms apply to all package travel contracts concluded between Ruta Tours (“Organiser”) and the client (“Traveller”). They form an integral part of every booking confirmation and travel contract issued by Ruta Tours. By booking any product or service with Ruta Tours, the Traveller confirms they have read, understood, and accepted these Terms without reservation. These Terms do not apply where Ruta Tours acts solely as an intermediary for another organiser’s programmes; in such cases the applicable terms of the principal organiser will apply and will be made available to the Traveller prior to booking.
The person making a booking must be at least 18 years of age and agrees to provide full, accurate, and complete information as required by Ruta Tours. A booking is confirmed when Ruta Tours receives written confirmation of the applicable deposit and the Traveller receives written confirmation from Ruta Tours by email. Booking process: the Traveller submits an enquiry, Ruta Tours confirms availability and sends a written offer, the Traveller accepts and pays the deposit, and Ruta Tours sends written booking confirmation – the travel contract is concluded at this point. Full balance is due as specified in the booking confirmation. If a Traveller books on behalf of other participants, they are deemed to have accepted these Terms on behalf of all named participants (including minors) and are responsible for the accuracy of information provided and the obligations of all participants, including payment.
All prices are quoted in EUR and are inclusive of VAT in accordance with Croatian tax regulations. Prices on the website are indicative and subject to change until a booking is confirmed. A deposit of 25–50% of the total package price is required upon booking confirmation. The remaining balance is due 30 days before departure, unless otherwise stated. If a booking is made within 10 days of departure, full payment is required at the time of booking. Payment method accepted: bank transfer. Ruta Tours reserves the right to adjust prices in the event of significant increases in transportation costs, fuel prices, taxes, or exchange rates; increases of up to 8% will not give rise to a right of cancellation, increases exceeding 8% entitle the Traveller to cancel without penalty or accept an alternative programme of equivalent value.
Name changes are permitted up to 7 days before departure, subject to a handling fee of €20 per person. Date changes are subject to availability and applicable supplier fees, with a handling fee of €20 per person. The Traveller may transfer their booking to another person who meets all applicable requirements, with written notice at least 7 days before departure; the original Traveller and the transferee are jointly liable for full payment and any additional transfer costs. Changes requested within 10 days of departure are subject to Ruta Tours’ approval and may incur additional costs.
Cancellations must be submitted in writing to info@ruta.tours. Standard cancellation fees: more than 45 days before departure – deposit only (non-refundable); 44–30 days – 30% of total price; 29–15 days – 60% of total price; 14 days or fewer / no-show – 100% of total price. For tailor-made programmes, 20% of the total programme cost covers route planning, itinerary design and pre-departure coordination, and is non-refundable regardless of the timing of cancellation. Ruta Tours strongly recommends that all Travellers purchase comprehensive travel insurance including cancellation cover.
A guaranteed departure is established when at least one booking secured by a valid deposit has been made. Ruta Tours reserves the right to cancel a programme if the minimum number of participants is not reached, notifying Travellers at least 14 days before departure and offering a substitute programme or a full refund. Ruta Tours may also cancel due to force majeure (extreme weather, natural disasters, political unrest, pandemics, government restrictions), issuing a full refund or an alternative programme. Ruta Tours reserves the right to modify the itinerary when necessary for safety or operational reasons.
By booking with Ruta Tours, the Traveller acknowledges that adventure travel requires flexibility and permits reasonable alterations to the programme or itinerary due to circumstances beyond Ruta Tours’ reasonable control. Ruta Tours shall not be liable for, and will not issue refunds for, services missed or unused due to the Traveller’s own fault, negligence, or breach of these Terms.
Ruta Tours undertakes to provide all services as described in the travel programme and booking confirmation; select and supervise third-party service providers with due care; provide Travellers with all relevant pre-departure information; maintain valid insurance as required by Croatian law and EU regulations; and act in the best interests of Travellers throughout the programme.
The Traveller agrees to provide accurate and complete personal information at booking, ensure all participants hold valid travel documents, follow the instructions of the Ruta Tours guide at all times, behave respectfully toward other participants and the local community and environment, arrive at meeting points on time, report any issues immediately, and be responsible for the care of their personal belongings. Ruta Tours reserves the right to exclude a Traveller whose behaviour endangers the group, without entitlement to a refund.
Ruta Tours will endeavour to accommodate special requests (dietary requirements, accessibility needs, accommodation preferences), but such requests do not form part of the contract and cannot be guaranteed. All special requirements must be disclosed at the time of booking.
Participants under the age of 18 require written consent from a parent or legal guardian. The accompanying adult or guardian is responsible for the behaviour and wellbeing of all minor participants. Ruta Tours does not provide supervision or care services for minors.
Travellers are responsible for assessing their own fitness and capability to participate in the programme booked, and should consult a physician regarding their fitness for adventure travel. Some Ruta Tours programmes visit remote areas where medical facilities may not meet standards available in the Traveller’s home country.
Ruta Tours programmes may include hiking, sea kayaking, via ferrata, and other active outdoor activities carrying inherent risks including injury, exhaustion, adverse weather, and difficult terrain. By booking, the Traveller acknowledges these risks, confirms adequate physical condition, agrees to follow all safety instructions and use safety equipment as instructed, and accepts that participation is voluntary and at their own risk.
Ruta Tours is liable for the proper execution of the travel contract in accordance with Croatian law and EU Directive 2015/2302. Ruta Tours works with third-party suppliers and, while exercising due care in selecting them, is not responsible for failures attributable to third parties beyond its reasonable control, including force majeure events, acts of independent suppliers, Traveller negligence, or public transport delays. Where liability is established, compensation is limited to the total price paid for the package, except in cases of personal injury or wilful misconduct.
The price of Ruta Tours packages does not include travel insurance unless explicitly stated. Ruta Tours strongly recommends comprehensive travel insurance covering trip cancellation, medical expenses, accident and personal liability, and loss or damage to belongings. Ruta Tours holds mandatory insolvency protection insurance, and all guests are covered by liability insurance (Generali osiguranje d.d., policy P13E-1026731658).
Any complaint must be raised immediately with the Ruta Tours guide so a resolution can be attempted on the spot. Written complaints must be submitted to info@ruta.tours within 8 days of the programme’s end date; complaints submitted after this period will not be considered. Ruta Tours will respond in writing within 15 working days of receipt.
During programmes, images and videos may be captured by the guide or other Ruta Tours representatives. By confirming a booking, Travellers consent to such photography and grant Ruta Tours a perpetual, royalty-free, worldwide licence to use such images for marketing purposes. Travellers who do not wish to appear in marketing materials must notify Ruta Tours in writing before the programme starts.
Ruta Tours collects and processes personal data solely to organise and execute travel programmes and fulfil legal obligations, and does not share data with third parties except where required for booked services or by law. Travellers have the right to access, correct, or request deletion of their personal data by writing to info@ruta.tours. Processing is carried out in accordance with EU GDPR (2016/679) and applicable Croatian legislation.
Ruta Tours reserves the right to update these Terms at any time. Travellers with confirmed bookings at the time of any amendment will be notified accordingly.
These Terms are governed by the laws of the Republic of Croatia, including the Act on the Provision of Tourism Services and the Consumer Protection Act. Any dispute shall be submitted to the jurisdiction of the competent courts in Rijeka, Croatia. Travellers who are consumers within the EU may also have recourse to out-of-court dispute resolution mechanisms in accordance with applicable EU regulations.
Last updated: May 2026
Ova stranica sadrži i hrvatsku verziju Općih uvjeta poslovanja – za punu dvojezičnu verziju kontaktirajte info@ruta.tours.
