Terms and conditions

Contact details

JOANA ŽAPER d.o.o
A: Kijevska 29, Split 21000
OIB: 47195603494
M: +385 91 603 6213
M: +385 91 601 8417
E: info@book-transfer-croatia.com

General provisions

Before making a reservation, you must read, understand and accept Terms and Conditions. If you don’t understand Terms and Conditions, we strongly recommend that you contact our Customer Support Service, available via email address or  via  telephone numbers indicated in Contact section. This website is translated into several languages. The official version of the website is in English. In case of discrepancy between the original and translated version, English version is to be considered as relevant. Transfer implies the transport of at least one passenger from the pickup point to the drop-off point of a journey. Journey can be one way or the Return.

Types of transfer

Private transfer:
Private transfers are provided with sedan, minivan, minibus and bus.
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.
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. Airport Shuttle Bus Transfer Unlimited number of passengers. Transfer prices are per person. Transfer from the airport to the city center or vice versa.
Custom Transfer:
For destinations not listed or special vehicle types or multi-stop transfers etc. a customer can order a Custom Transfer. Custom Transfer can be ordered by telephone or email. Custom Transfers can be subject to a different set of Terms and Conditions that will be presented to the customer when all details are known and agreed upon.
Passengers will travel along route selected by company and driver. If route is along a toll highway, the company will take alternative route to avoid toll fee. Passengers can choose to take highway route, but must inform company by email prior to transfer and must accept to pay highway fee in Kuna on the day in additional to original transfer fee.

Online booking procedure

A person who wants to make a reservation must be over 18.
Reservation is carried out online, by filling all the necessary forms.
Reservation must be made at least 24 hours before the start of the transfer. As an exception, transfer can be booked within 24 hours, but you have to contact us and get an e-mail approval first.
Such transfers will be considered as Custom transfers. Special rules apply to such transfers and customer will receive these rules by email, along with Confirmation and Receipt.
A person who enters the data is responsible for their validity. The Transfer provider company does not bear any responsibility for wrongly entered or untrue information.
A person who enters the data for the group accepts the terms in the name of the whole group, and is responsible for the whole group.
Transfer provider company does not have to accept a reservation. If the reservation is accepted, the customer will receive an e-mail confirmation.
After a successful payment, a customer receives a Receipt with all of the booking details. Customer is required to show this Receipt to the driver before boarding a vehicle, along with a valid document that proves customer’s identity (identity card, passport, driving licence).
It is customer`s responsibility to review the Confirmation and immediately report any errors or faults to our Customer Service in written form, preferably by email.

Luggage

Each passenger is permitted to bring the airline-standard suitcase 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. Additional luggage is not charged. Customer is required to provide accurate information about the size off additional luggage. Transfer provider company is not obligated to transport any luggage that was not declared in a reservation if there is not enough room in the vehicle.
The Transfer provider company is not responsible for the content of luggage. Clients are responsible for ensuring that their luggage is loaded/unloaded at all times, if accompanying the luggage on the journey. Transfer provider company & or its contracted or sub-contracted 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.

Children and persons with special needs

Children under 12 cannot use our service unless they are accompanied by an adult. Children 12 to 18 years have to have a certified written permission of a parent.
For children up to 5 years in the Private transfer, children’s seat is compulsory.
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.

Changes and Cancellation policy

Customer may change reservation details at any time. All requests for a change must be made in writing and sent by an email containing  all relevant data. If the transfer changes are possible, they will become valid only after they are confirmed by Transfer provider company.
Customer may cancel booking at any time. All requests for cancellation must be made in writing and sent by email containing all relevant data.
Cancelling 24hrs prior the transfer is free, after that the customer must pay a fee of 20% of the transfer price.
Advance payments will get refunded in total or with a deduction of 20% (in case the cancellation was less than 24 hrs prior to the transfer)

Waiting times and no-show policy

If a customer is arriving by airplane, driver will wait for customers free of charge.
If the customer can`t find the driver, he/she must contact our Call Center immediately and act upon instructions received. If the customer fails to do so within 30 minutes , the driver is free to leave the pick-up point and the transfer will be considered a ´no-show´.
´No-show´ is a situation where the customer fails to be at the pick-up point on the pick-up date at the pick-up time. If the customer provided a faulty pick-up address or no address at all during the online booking process, a ´no-show´ rule applies. It is customer`s responsibility to provide a pick-up address accessible by the vehicle selected. In the event of a `NO SHOW` the customer is not eligible for a refund and is responsible to pay the full cost of transfer

Safety issues

All vehicles that are used for transfers are properly inspected and ensured in accordance with the laws of the country where transfer is provided.
Passengers insurance is included in the price of the transfer.
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.
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.
Smoking, 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.

Conditions of return and reclamation

Transfer provider company is required to perform all the services responsibly and professionally, in accordance with the laws of the country where services are provided.
Transfer provider company 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.
Verbal agreements between the client and Transfer provider company must subsequently be confirmed in written form (e-mail, fax), otherwise are considered invalid.
Transfer provider company 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.
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 91 601 8417, where he will receive further instructions. Keep a note of our number.
In case that a client is delayed for any reason, client is required to contact our call-center as soon as possible at +385 91 601 8417, where he will receive further instructions. Keep a note of our number.
Transfer provider company cannot guarantee the exact travel time of the transfer. All data regarding travel times are just an estimate based on everyday traffic conditions. 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.
In case that selected type of vehicle is not available for any reason, Transfer provider company can perform the transfer using another appropriate vehicle.
Only the Transfer provider company 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 provider company, except when it is expressly defined.
In the event that the transfer has not been made, in whole or in part, Transfer provider company is required to refund the amount paid. The client is required to obtain and present evidence in support of their claims. Complaints must be submitted within 48 hours. Complaints without grounds or submitted after 48 hours will be disregarded.
Transfer provider company is required to consider all complaints and make a decision on them within 28 days.
If a client is entitled to a refund, Transfer provider company is required to return the amount in question within 28 days.
All issues will be attempted to resolve by an agreement out of court.

Privacy statement

JOANA ŽAPER d.o.o is committed to protecting the  personal data of customers at all times, in a way that it collects only necessary, basic information about customers that are necessary for fulfilling our obligations. Your privacy is our priority: 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 strictly confidential and is available only to authorised officers of the Transfer provider company. All of our employees and business partners are responsible for respecting the principle of protection of privacy.

Terms of Payment

  1. Payment methods
    • Pay a 30% advance payment via Credit Card on our website and pay the 80% balance in cash to your driver on the day.
      Make the full payment prior to your transfer via Credit card on our website.
      Make full payment in cash to the driver on the day – This option is only available on some transfer routes.

  2. Credit Cards Information
    • You can pay for the selected services with following credit cards:

  3. Declaration on Security

Terms of conversion

All payments will be effected in Croatian currency. 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 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.