LOCAL HEROES, LLC, tourist agency is obliged to provide the traveler with the services of the same content and quality as stated in the reservation (itinerary) and is also obliged to protect the traveler’s rights and interests, in accordance with the current rules and regulations of the Republic of Croatia and fair business practices in the travel industry.
LOCAL HEROES, LLC, tourist agency is obliged to keep all acquired information about the traveler private and safe, and shall not disclose his/her address, destinations, travel schedule, his/her payments or the names of his/her travel companions to third parties, without his/her prior consent or unless required by law.
 

OBLIGATIONS OF THE TRAVELER

The Travel Contractor/traveler is obliged to provide LOCAL HEROES, LLC, tourist agency on time with all data necessary for the realization of the travel program, and to inform LOCAL HEROES, LLC, tourist agency about all the facts concerning traveler’s health condition, his/her habits and such, that might jeopardize the course of the travel (if the traveler is on special diet, or if he/she suffers from a chronic disease or have any specific allergies, etc.).

The traveler is also obliged to observe the rules of conduct in the hotels and in the restaurant objects and to cooperate in good faith with the LOCAL HEROES, LLC, tourist agency representative and the service providers. In case of non-compliance with these obligations, the traveler is responsible for all damage incurred.

The traveler is also obliged to check that all names are the same as the relevant passport because you will be responsible for any additional charges that may occur.

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BOOKING PROCEDURE

Our bookings are tailored to your individual needs and so bookings are subject to availability. To make a booking for one of our tours, you must complete and submit your request together with a deposit of 30% of the full price of your booking and 100% of airplane tickets if purchased by LOCAL HEROES, LLC, tourist agency, which is payable by bank transfer or debit or credit card. In the case of some hotels and services, a more substantial deposit may be required but you will be advised of this at point of sale. Bookings made less than 60 days of departure (“late bookings”) require full payment to be made in order to make a booking.

The contract is considered binding and the reservation confirmed after the initial payment is made. 

For every reservation, the traveler will be issued the Confirmation Letter with the description of all the services. For matters not defined in the Confirmation Letter, the General Business Terms and Conditions apply.

All stated in Booking Procedure, General Business Terms and Conditions does not apply to COVID - 19 caused situations. In that case special Conditions are effective immediately. 

The details of every booked program, information about the accommodation and all other services, and also information about the number of travelers, are included in the Confirmation Letter.

The accommodation offered in the programs is described according to the official categorization of the respective country valid at the moment of the publication of the program. Nourishment, comfort, and the other services provided by the hotel are supervised by the local tourist boards, and the standards of accommodation and services are different and not comparable. LOCAL HEROES, LLC, tourist agency does not take responsibility for any verbal or written information differing from the description of the services and the facilities in the published programs which were obtained from a third party.

LOCAL HEROES, LLC, tourist agency accepts no liability for any damage that may arise from the use of data from the website (s), brochures, flyers, advertisements, and other publications created by us and cannot give any guarantees regarding the nature and content thereof. We do not accept any liability for damage of any nature whatsoever caused by content from third parties on our website (s). We reserve the right to change and / or remove information offered without notice or statement of reasons.

All rights rest with LOCAL HEROES, LLC, tourist agency., unless stated otherwise. Material from third parties is only used with the permission of the copyright holders. If, despite our care, you believe that you can derive rights from material on our website, please let us know as soon as possible.

Nothing from the publications of LOCAL HEROES, LLC, tourist agency may be made public or reproduced without our prior written permission, including reproduction in digital, electronic, optical or other form or reproduction (i) for the benefit of a company, organization or institution or (ii) for personal practice, study or use which (e) is not strictly private in nature or (iii) for reproduction in any daily, news, weekly or magazine (whether or not in digital form or online) or in a radio or television broadcast.

All materials stated that LOCAL HEROES, LLC, tourist agency uses are just for advertising purposes, not the real illustration of the accommodation. 

LOCAL HEROES, LLC, tourist agency's internet sites may contain links to other websites (eg Facebook, Instagram, hotels, airports, weather forecasts). Accordingly, we warn and encourage users to consider that LOCAL HEROES, LLC, tourist agency cannot be held liable for the privacy of the mentioned Internet Sites. Therefore, we encourage users to read the Privacy Statement of each Internet site they access.
 

 

TERMS OF PURCHASE

These conditions determine the procedure for ordering, paying, delivering, and complaining about the products offered on these pages. localheroestravel.com pages may be used for your private use without any fees for use, subject to the following terms and conditions. The seller is Local Heroes d.o.o., and the buyer is a visitor to these pages who fills out an electronic order, sends it to the seller and makes payment via credit card or bank transfer.

 

ORDERING

The customer orders the product or services by telephone and e-mail. Any person who orders at least one product or service, fills in the required information and sends the order is considered a customer. All prices are expressed in the Croatian national currency, euro (EUR) including VAT.

 

PAYMENT

The ordered products or services are paid online with one of the credit cards: Mastercard, Maestro or Visa.

 

 

 

 

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* * * * CREDIT CARD PURCHASE SECURITY STATEMENT

Confidentiality of your information is protected and secured by using SSL encryption. Pages for web payment are secured by using Secure Socket Layer (SSL) protocol with 128-bit data encryption. SSL encryption is a data coding procedure for prevention of unauthorized access during data transfer.

This enables a secure data transfer and prevents unauthorized data access during communication between user and Monri WebPay Payment Gateway and vice versa.

Monri WebPay Payment Gateway and financial institutions exchange data by using their virtual private network (VPN) which is also protected from unauthorized access.

Monri Payments is PCI DSS Level 1 certified payment service provider.

 

 

 

 

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Credit card numbers are not stored by Merchant and are not available to unauthorized personnel.

All payments will be affected in Croatian currency. The amount your credit card account will be charged for is obtained through the conversion of the price in Euro according to the current exchange rate of the local 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 web site.

All payments will be affected in Croatian currency. The charged amount on your credit card account is converted into your local currency according to the exchange rate of credit card associations.

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MODIFICATIONS OF THE CONTRACTED SERVICES

LOCAL HEROES, LLC, tourist agency retains the right to change the day or the hour of the departure in the event of the flight timetable changes or other unexpected circumstances, as well as to change the course of the travel in case of the change of the travel conditions (flight timetable changes, the security situation in the country, natural disasters and other circumstances which are beyond the control of LOCAL HEROES, LLC, tourist agency), and according to the current international traffic rules and regulations.

LOCAL HEROES, LLC, tourist agency shall perform all the program obligations completely and as described, except in the event of force majeure. In that case, LOCAL HEROES, LLC, tourist agency will offer an alternative solution. If that solution is impossible to perform as well, LOCAL HEROES, LLC, tourist agency kindly asks their partners to accept that

LOCAL HEROES, LLC, tourist agency is not obliged to provide the services outside of these conditions of the reservation.

 

TRAVEL CANCELLATIONS

The traveler/the Travel Contractor has the right to cancel the travel arrangement at any time prior to the start of travel. If the traveler cancels the travel arrangement, LOCAL HEROES, LLC, tourist agency will retain the following amounts from the full package price for the “Tailor-Made Programs” (Package tours created specifically according to the traveler’s interests and preferences).

If the agreement is canceled by the traveler, the travel organizer will cancel the charge the traveler the following cancellation costs:

• In case of cancellation up to the 42nd calendar day (exclusive) before the day of departure: 30% of the land arrangement and 100% of airplane tickets if purchased by LOCAL HEROES, LLC, tourist agency.

• In case of cancellation from the 42nd calendar day (inclusive) up to the 21st calendar day (exclusive) before the day of departure: 50% of the land package and 100% of airplane tickets if purchased by LOCAL HEROES, LLC, tourist agency.

• In case of cancellation from the 21st calendar day (inclusive) up to the 4th calendar day (exclusive) before the day of departure: 75% of the land package and 100% of airplane tickets if purchased by LOCAL HEROES, LLC, tourist agency.

• n case of cancellation from the 4th calendar day (inclusive) up to the day of departure or later: the full travel sum and 100% of airplane tickets if purchased by LOCAL HEROES, LLC, tourist agency.

There may be different cancellation conditions for sailing, boat and cruise parts. You will be informed about this when booking.

Cancellation of the travel agreement by the traveler must at all times to be made in writing.

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TRAVEL DOCUMENTS

You will receive your travel documents by email approximately one week before departure according to the General Data Protection Regulation.
 

SAFETY

Together with other essential components of travel, clients’ safety is our priority. COVID-19 drastically changed the world of travel. Our promise to you is to deliver the highest level of reliable and friendly service on your journey but with the added confidence to keep you safe. Heroes is your best choice when you want to optimize your safety and minimize the risks. Our devoted team of agents will be at your disposal and on top of everything during your stay in Croatia. In the same way, we keep up with the happenings within the country to ensure we are informed on everything that might be of importance regarding traveling in Croatia, Montenegro and Slovenia. We are also closely monitoring the situation related to the pandemic of COVID-19 in Croatia as well as in the rest of the world. All the same, and always having in mind the safety of our clients, we advise to check the latest information with nearest embassy before planning any trip to Croatia.

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INSURANCE

All bookings are secured through the Liability insurance policy with Croatia insurance no. 078290035160. Basic travel insurance is included in your trip, and mandatory by Croatian law. The basic insurance only covers cases of disability if client gets injured, or in case of death during the trip. With confirming the reservation, the client also agrees to the agency’s insurance policy. The agreement conditions also state the client, and all members of client’s party must have adequate travel insurance coverage (purchased at preferred insurance company) in case of liability, cancellations, expiration, expenses, or losses, for which the agency and suppliers cannot be held responsible.

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TRAVEL DOCUMENTATION AND PRACTICAL INFORMATION REGARDING CUSTOMS AND FOREIGN EXCHANGE REGULATIONS AND HEALTH INFORMATIONS

Travelers are obliged to comply with all visa-related, customs and foreign exchange regulations of the countries they travel through and in which they are staying. If the travel cannot be continued because of the violation of the regulations by the traveler, all costs and consequences will be defrayed by the violator himself/herself.

Travelers are obliged to have valid travel documents (passports, visas and such). Invalid travel documents leading to the cancellation of the travel shall not have any harmful consequences for LOCAL HEROES, LLC, tourist agency. If the travel documents are lost or stolen during the travel, the cost of issuing the new ones shall be borne by the traveler himself/herself.

Details on visa regulations as well as other information related to travelling to the particular country can be found here:

• Croatia – www.mvep.hr

• Slovenia – www.mzz.gov.si

• Montenegro – www.mvp.gov.me

When traveling to Croatia, Montenegro and Slovenia no particular vaccinations are required.

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COMPLAINTS PROCEDURE

We always strive to make your trip as perfect as possible. Were there nevertheless things you do not like during your trip, you should submit these complaints during your travel by phone and / or in writing to LOCAL HEROES, LLC, tourist agency. This way we can do everything we can to settle the complaint during the trip to treat. One will be created in consultation with your LOCAL HEROES, LLC, tourist agency specialist. 

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FILING AND RESOLVING COMPLAINTS

The traveler files a complaint individually, by entering it personally into LOCAL HEROES, LLC, tourist agency record of complaints, or in writing by mail, or in LOCAL HEROES, LLC, tourist business office (Cesta dr. Franje Tudmana 881, Kaštel Stafilic (Grad Kastela) or by e-mail: info@localheroestravel.com.

LOCAL HEROES, LLC, tourist agency is not responsible of third parties representatives but our representative will immediately try to resolve the problem on site. If your complaint is not resolved locally, please contact us so that we can remedy the problem and make any alternative arrangements that may be necessary.

LOCAL HEROES, LLC, tourist agency shall confirm without delay and in written the receipt of the complaint and respond within 15 days of the receipt.

 

IN GENERAL

Local Heroes d.o.o. reserves the right to change these terms and conditions. Any changes will apply to the use of localheroestravel.com sites. The customer is responsible for the accuracy and completeness of the data entered during the purchase.

The services provided by localheroestravel.com Internet Store do not include the costs you incur using computer equipment and services to access our pages. Local Heroes d.o.o. is not responsible for telephone costs, Internet traffic or any other costs that may occur. Although Local Heroes d.o.o. strives to provide the best possible service offer, Local Heroes d.o.o. cannot guarantee that the services on localheroestravel.com will meet your needs. Local Heroes d.o.o. nor can it guarantee that the service will be error-free. If an error occurs, please report it to the e-mail info@localheroestravel.com so that we can eliminate it as quickly as possible.