General Terms and Conditions

This website is operated by Portal day tours (hereinafter: Agency); HENOK d.o.o., Bana Jelačića 78, 21224 Slatine, Croatia.

The agreement between Customer and Agency comes into force as soon as Agency provides written confirmation of a booking to Customer by any mean. Customers undertake to fulfil the obligations contained within these terms and conditions.

  1. Terms of booking

Offered services are presented on one of our websites with detailed descriptions and photographs as well as some customer feedback. Under every tour there are tabs with all program details including available dates and prices to be booked online. Additional information may be requested via email regarding any tourist services for which the company is registered.

All of our tours are held outdoors, therefore affected by weather and traffic conditions, situation on premises and all other unforeseen circumstances and as such the tour guides may adjust the itinerary to optimize your experience.

Customers are provided with invoices that include VAT according to the Croatian law.

Agency  insures safety, security and privacy of all information and purchases from Customers through one of our websites or partner companies. Customers data is secured and managed by Agency.

Any information submitted by the buyer will be used solely for the purpose of completing the transaction, delivering the product, informing of new product releases and addressing any customer service issues.

  1. Payment

Agency provides with four payment methods when purchasing selected tour:

2.a Secure online payment by credit card – only for group tours

During the process of confirming your booking, the Online Booking Policy (Terms of Service) will appear and you will be required to confirm acceptance of these General Terms and Conditions before proceeding. You will be automatically connected to the server of the TrekkSoft AG which is our payment gateway provider. The server is protected by the PCI DSS and ensures maximum security and reliability.

2.b Booking through reservation form and payment in one of the Agency’s offices

Agency will send to the Customer the reservation form which needs to be filled in with credit card details. The credit cards details requested in the reservation form will be used only to guarantee the reservation for the Customer and will not be used for payment, unless requested so.  After receiving the filled in reservation form Agency will send the confirmation letter (Voucher) to the Customer. The payment of total amount for this services have to be made in one of the Agency`s offices at least one day before the date of the excursion. The customer attests to the truth and accuracy of the information submitted in reservation form.

2.c Payment via PayPal

Agency will send instructions for payment by e-mail and the Customer will have two working days to make the payment and to secure the reservation. Upon receiving the payment, Agency will send to Customer the confirmation (Voucher) and all the details regarding the tour by e-mail. In case of tour cancellation, Agency will provide refund deducted for PayPal fees.

2.d Payment via bank transfer

Customer will receive Agency bank account information by e-mail and will have two working days to make the payment and to send us payment confirmation. Upon receiving the payment, Agency will send to Customer the confirmation (Voucher) and all the details regarding the tour via e-mail. For reservations exceeding the total amount of EUR 500, 30% prepayment by bank transfer is required at the time of the booking. The remaining balance of the total amount has to be paid at least two days before the date of the trip in one of the Agency offices or by Bank transfer.

We ask that all international transfers to us be made with the OUR instruction, which means that all bank charges are to be paid by Customer.


(For clients who make payment by credit card only).

Agency will draw Croatian currency (HRK) from your credit card. The Credit Card Company or Bank will convert this amount to the currency of your credit card account. Please mind that prices stated on our websites in EUR are only approximate and used for Customer’s easier understanding. As a result of this conversion there is a possibility of a slight difference from the original price stated on our website.

  1. Cancellation, Reservation modification and Refund Policy

All group tour departures are guaranteed by the schedule listed on Agency website. The number of passengers on each tour is not guaranteed and group size may vary, unless stated otherwise for the specific multi day tours.

However, in case of force majeure the Agency reserves the right to change the date of tour departure or even cancel the tour.

The boat tours listed on Agency websites depend on the weather conditions and the Agency reserves the right to change the date of departure in case of unfavorable weather conditions. In case of unfavorable weather conditions the Agency will organise the excursion on the next suitable day or will provide full refund to consumers. Please bear in mind that our clients’s safety is our first concern.

Any changes from Customer must be made by telephone to Agency`s office at +38521360061, by email at or directly in one of Agency`s offices. Reservation modification  which made a change in the number of people or the date of the service must be made no later than 2 days before date of departure. Agency reserves the right to adjust the price according to the reservation modification.

3.a Cancellation Refunds

We would deeply regret your decision to cancel your tour, however we realize that there are many valid reasons that this can happen. In the event of cancellation we will refund any payment made to Agency (less any cancellation fee if applicable) within 14 days of our receipt of your written cancellation request. The cancellation fee will be calculated as follows:


  • For a reservation cancelled up to 7 days days prior to departure – no charge;
  • For a reservation cancelled from 7 to 2 days prior to departure – 30% of total trip cost;
  • For a reservation cancelled less than 2 days prior to departure – 50% of total trip cost
  • In case of no-show, the total price of the reservation will be charged


  • For a reservation cancelled up to 14 days days prior to departure – no charge;
  • For a reservation cancelled from 14 to 7 days prior to departure – 30% of total trip cost;
  • For a reservation cancelled from 7 to 2 days prior to departure – 50% of total trip cost
  • For a reservation cancelled less than 2 days prior to departure – 100% of total trip cost
  1. Customers obligations and responsibilities

Customer must inform us in writing of any medical condition that requires attention or medication before your tour commences. This in particular regarding Customers who join tours which include a lot of walking on uneven surface and require one’s good physical condition.

Customers are obligated to read information and advices about the tour they participate in and to dress according to weather conditions. Agency denies any liability in that case.

During the tour, your tour guide may take photographs and films of you (as part of a group) while you are a passenger and these may be used in our brochures, advertising and publicity material and/or social networks with Customers consent.

  1. Travel documentation

All clients joining our tours to other countries (e.g. Slovenia, Bosnia and Herzegovina or Montenegro), including the tour to Dubrovnik, must be in possession of a valid travel document and necessary visas or permits at the commencement of the tour. All such documentation is the sole responsibility of the client. Agency accepts no responsibility or liability whatsoever for the failure of clients to obtain appropriate documentation. No refund will be granted in case of lack or loss of ID documents.

  1. Liability

All Agency’s tour include Tourist Accident/Casualty Insurance provided free of charge as part of our package. We still highly recommend that you purchase full coverage travel insurance from you country of origin.

Food is not included in any of our tours. However our tour guides will suggest you restaurants and cafes for certain meals. Agency denies any liability for food consumption consequence.

Under no circumstances can we be held responsible for weather conditions.

  1. Luggage liability

The Agency however is not responsible for lost, damaged or stolen luggage or personal belongings  during the tour. Lost or stolen luggage is to be reported to the tour guide or to the relevant police station

  1. Complaints

Shall you feel unsatisfied with any service Agency has provided, please notify your 7×24 hours available travel advisor or Portal day tours Customer care service to avoid the potential for similar problems happening again during your tour e mail

In the event of a complaint or claim for compensation, you must inform us by email (, regular mail (ulica Bana Jelačića 78, 21224 Slatine, Croatia), or fax (+38521885868) in writing within 8 days from the end of your tour. Relevant receipts and substantiating evidence must be attached to the letter of claim. Agency will not be liable for any claims made later than 8 days after the completion of your tour.

  1. Final provisions

Provisions of these General Terms and conditions do not apply if the parties before conclusion of the agreement on them individually negotiated, and the other party thereby may affect their content like subject and the price of the contract if they are clear, understandable and easily distinguishable.

For package bookings in which our Agency acts as an agent for third parties, specific terms and conditions may apply.

The contents and formats on these websites, with the exception of the parts of text and pictures that have no commercial character and are exclusively meant for the purpose of guest information and the promotion of tourist services in Croatia, are owned by the Agency. The contents may be copied only for noncommercial purposes and for individual use, respecting all copyrights and owner’s rights.

This website has been designed for use within the Republic of Croatia. By accessing this website you are agreeing that the Courts of Croatia will deal with any disputes which may arise between you and us, and that Croatian law shall be the applicable law.