General Terms and Voucher Acceptance
1. Introduction
These General Terms and Conditions govern the services provided by Tendo d.o.o. and apply to all bookings, vouchers, arrangements, and services organized or facilitated by Tendo d.o.o., including but not limited to package holidays, day trips, excursions, transfers, experiences, villa and property services, private tours, boat and yacht charters, and any other travel or hospitality product offered through the website or booking channels of Tendo d.o.o.
Each client accepts these General Terms by receiving, accepting, and confirming a voucher, reservation, or written service confirmation. The receipt of a voucher is considered confirmation that the client has been informed of and accepts these General Terms and any additional conditions relating to the specific service or product.
For the purposes of this document, the term “voucher” refers to any booking confirmation, service confirmation, reservation document, or official form issued to the client before or during the service.
Key points
- Voucher acceptance is required before the service is considered booked and legally confirmed.
- Cancellation, refunds, and deposits are governed by the relevant service-specific conditions, with medical claims only considered when proper medical documentation is provided.
- Late arrival, no-show, and voluntary withdrawal may result in total loss of the reserved value unless a written alternative arrangement is agreed.
2. Acceptance of the Voucher
The General Terms are accepted upon receipt, confirmation, or acceptance of a voucher, reservation, or written service confirmation. The client is required to review all information stated on the voucher, including the date, time, pickup location, included service, product category, price, and terms of service.
If the client does not accept the stated terms, they must immediately notify Tendo d.o.o. before using the service or before the service is carried out. By accepting or using the voucher, the client confirms that they have read, understood, and accepted these General Terms and the conditions applicable to the booked service.
3. Client Obligations
The client is required to:
- ensure that all travel and personal documents are in order;
- arrive at the agreed meeting point at the exact agreed time;
- comply with the instructions and rules of the service provider;
- notify Tendo d.o.o. promptly of any special requirements, health limitations, mobility restrictions, allergies, pregnancy, or other relevant information;
- bear all additional costs caused by late arrival, changes to the plan, cancellation of services, non-attendance, or personal conduct.
The client is responsible for disclosing any known medical condition, illness, injury, pregnancy, mobility limitation, disability, dietary restriction, anxiety condition, swimming ability limitation, or other personal circumstance that may affect participation in the booked service. Failure to provide such information may result in the refusal of a refund, credit, or waiver of charges.
The client must also provide all relevant information concerning fitness, health, ability, knowledge, experience, and personal circumstances that may reasonably affect the suitability, safety, comfort, or feasibility of the booked service, including any limitations that may influence participation in marine, water-based, outdoor, active, or physically demanding activities. This obligation applies regardless of whether the information is considered obvious, minor, or not directly requested at the time of booking.
No party may rely on information that was knowingly withheld, hidden, or not disclosed before the issuance of the voucher, reservation, or booking confirmation, if that information was material to the provision of the service or to the safety and suitability of the client’s participation. In particular, if the client has a medical condition, mobility limitation, swimming limitation, fear of water, pregnancy, age-related concern, or any other circumstance that may affect capability or safety, such information must be disclosed before the booking is confirmed and before the service is accepted or used.
Tendo d.o.o. and the relevant service provider reserve the right to assess suitability, refuse participation, adjust the itinerary, or cancel the service where the client’s undisclosed condition or limitation materially affects safety, suitability, or the proper execution of the service. Where such information was not available to Tendo d.o.o. or the provider at the time of sale or voucher issuance, and the relevant limitation could not reasonably have been known or discovered in advance, the client remains responsible for the consequences of any non-disclosure and may not rely on the absence of prior knowledge to claim a refund, waiver, or compensation.
For example, if a client does not disclose that they are not a confident swimmer, or that they are unable to participate safely in a maritime or water-based activity under prevailing weather or sea conditions, and the service is subsequently affected by that undisclosed limitation, the client remains responsible for the resulting consequences and for any costs, losses, or refusals arising from that non-disclosure. This principle applies equally to other hidden or omitted circumstances that materially affect participation, safety, or the proper delivery of the service.
4. Changes and Cancellations
Any change or cancellation of a service must be confirmed in writing or through the official communication channel used by Tendo d.o.o.
Tendo d.o.o. reserves the right to adjust the time, schedule, pickup location, route, or service details if required by weather conditions, logistics, operational reasons, safety considerations, or force majeure events.
5. General Cancellation Framework for Travel Products
For all tourism products and services, including packages, tours, excursions, transfers, experiences, accommodations, private charters, and other booked arrangements, cancellation and refund terms are applied according to the relevant product type, the booking confirmation, and the applicable service provider conditions.
Unless otherwise stated in writing, the standard cancellation schedule shall be:
- more than 90 days before the service date: loss of deposit or the amount agreed in the reservation;
- 60–90 days before the service date: 50% of the total service value;
- 30–59 days before the service date: 75% of the total service value;
- fewer than 30 days before the service date: 100% of the total service value.
Other terms may apply if specifically stated in the individual voucher, reservation, itinerary, or written agreement. Where the booking is subject to a provider-specific contract, the provider’s terms, owner’s terms, or the written agreement shall prevail.
6. Travel Packages / Packages
For package holidays and multi-component travel packages, the cancellation and refund terms of the package shall be determined by the applicable package confirmation, the combined travel arrangement, and the individual supplier conditions for each component included in the package.
Where no different rule is expressly stated in writing, the standard package cancellation terms shall follow the general cancellation framework set out in this Section 5. In particular:
- cancellations made more than 90 days before departure may result in forfeiture of the deposit or the amount agreed in the reservation;
- cancellations made between 60 and 90 days before departure may require payment of 50% of the total package value;
- cancellations made between 30 and 59 days before departure may require payment of 75% of the total package value;
- cancellations made fewer than 30 days before departure may result in full charge of the total package value.
Where a package includes accommodation, transfers, excursions, boat services, or other travel components, the relevant service provider conditions shall apply to that component, and any chargeable costs already incurred or reserved on the client’s behalf may remain payable even where the package is partially cancelled or amended.
7. Hotels and Villas / Accommodation Standard
For hotel and villa bookings, including accommodation-only reservations, villa stays, apartments, and other short-term lodging arrangements, the cancellation and refund terms shall be determined by the applicable accommodation confirmation, the booking voucher, and the relevant property or operator conditions.
Where no different rule is expressly stated in writing, the standard accommodation cancellation terms shall be as follows:
- cancellation more than 30 days before the check-in date: refund of the deposit or the amount agreed in the reservation, subject to any non-refundable reservation fee or prepayment already applied;
- cancellation between 14 and 30 days before the check-in date: 50% of the total accommodation value may be retained;
- cancellation between 7 and 13 days before the check-in date: 75% of the total accommodation value may be retained;
- cancellation fewer than 7 days before check-in, or in the case of a no-show, early departure, or voluntary withdrawal: 100% of the accommodation value may be retained.
For villa bookings and other private accommodation arrangements, the owner or operator may also retain any non-refundable booking deposit, management fee, cleaning fee, service charge, local taxes, or other costs already incurred or reserved on the client’s behalf. Where the accommodation is part of a larger package, the applicable package cancellation rule shall apply to the package as a whole, and the accommodation supplier terms shall apply to the lodging component.
8. Luxury Crewed Yachts – MYBA / Charter Standard
For luxury crewed yacht charters, the applicable MYBA charter agreement, or the specific yacht charter contract concluded between the client, Tendo d.o.o., and the yacht owner/operator, shall govern the legal and commercial framework for payment, cancellation, and refund terms. Where the charter agreement is silent, or where the contract has not been expressly amended in writing, the following default commercial framework shall apply.
Under the standard MYBA structure, the charter fee is generally payable in two instalments unless a different written arrangement is expressly agreed:
- first payment / booking deposit: usually 50% of the charter fee, due within 7 days of signing the charter agreement;
- final balance: the remaining 50% of the charter fee, plus VAT, APA, any security deposit, and any applicable delivery fees, due no later than 30 days before embarkation unless another date is stated in writing.
In relation to cancellation, the owner and/or operator may retain amounts already paid and may claim outstanding sums due at the time of cancellation, subject to the specific charter agreement and any rebooking or mitigation arrangements. In general terms, cancellation after signature but before the final balance becomes due may result in forfeiture of the deposit or the amounts already paid; cancellation after additional payments have become due may also give rise to liability for unpaid amounts and any committed costs already incurred.
Any refund is generally limited to the portion that is recovered after the yacht is rebooked or otherwise mitigated, and may be reduced by commissions, brokerage fees, administrative charges, and any unrecoverable costs already incurred. The owner is not required to accept an arbitrary replacement charter if the proposed replacement would be commercially unsuitable, materially disadvantageous, or inconsistent with the vessel’s operational schedule. Where no replacement is secured, the client remains liable for the agreed cancellation charges or for sums already committed on the client’s behalf.
Tendo d.o.o. may also charge all costs already incurred, reserved, or committed on the client’s behalf, including but not limited to provisioning, marina fees, delivery or re-delivery charges, crew costs, transport, and vendor deposits, if the yacht or vessel was already reserved or committed as a result of the booking. Any security deposit, if required under the relevant charter agreement, is generally held in accordance with the applicable contract and is refundable, in whole or in part, after settlement of any damage, unpaid charges, or other contractually permitted deductions.
The applicable charter agreement, owner’s terms, and any written confirmation issued by Tendo d.o.o. shall prevail in the event of any inconsistency. In cases of insolvency or formal appointment of a liquidator, administrator, or receiver over the owner’s assets, the client may have rights to cancel and recover all payments made under the applicable agreement, subject to the relevant contract and local law.
9. Boats Charter (Yachts, Sailboats, Catamarans, and Boats)
For boat charter bookings involving yachts, sailboats, catamarans, motor boats, and other vessel-based charters, Tendo d.o.o. and the relevant vessel owner/operator may apply the applicable charter contract, owner’s terms, and booking confirmation. Where the charter agreement is silent or no vessel-specific terms are expressly agreed in writing, the following default commercial framework shall apply.
For all yacht, sailboat, catamaran, and boat charter bookings, the default cancellation schedule shall be as follows unless a different written agreement has been expressly approved by Tendo d.o.o. and the owner or operator:
- cancellation up to 60 days before the charter start: refund of 70% of the total charter price;
- cancellation from 59 to 30 days before embarkation: refund of 50% of the total charter price;
- cancellation fewer than 29 days before embarkation, or in the case of a no-show, late cancellation, or voluntary withdrawal: no refund.
This schedule applies to all boat and vessel types, including yachts, sailboats, catamarans, and boats, unless a different written arrangement has been expressly approved by Tendo d.o.o. and the relevant owner or operator. The owner or operator may also retain any deposit, committed costs, reserved crew costs, marina fees, provisioning, delivery charges, and other non-recoverable amounts already incurred or reserved on the client’s behalf.
In case the client cancels the booking up to 60 days before the charter start, the refund is 70% of the total price. Cancelling between 59 and 30 days before embarkation, the refund is 50%, and in case of cancellation of fewer than 29 days, there is no refund. This default rule applies to charter bookings for yachts, sailing yachts, catamarans, and boats, unless a different written agreement has been expressly agreed between the parties.
10. Health Conditions and Medical Documentation
Any deviation from the agreed schedule, postponement, cancellation, refund request, price reduction, or waiver due to illness, injury, or other medical condition affecting a traveller may only be considered if all of the following are provided:
- timely notice of the issue;
- written confirmation of the change or cancellation;
- valid medical documentation issued by a licensed physician, clinic, hospital, or equivalent qualified medical professional.
The medical documentation must include at least:
- the traveller’s name;
- the date of the examination or medical assessment;
- the diagnosis or a brief description of the medical reason;
- confirmation that the traveller was medically unable to participate in the booked service.
Without valid medical documentation, a request for a refund, price reduction, credit, or waiver of charges due to illness or medical condition shall not be considered valid.
Any claim based on medical grounds must be submitted promptly and, in any case, within a reasonable period after the illness, injury, or cancellation event occurs. Failure to provide supporting medical evidence within that time may result in rejection of the claim.
11. Late Arrival, No-Show, and Voluntary Withdrawal
If the client arrives late, does not arrive at the agreed location, or chooses not to participate after the service has been arranged, the service shall be treated as modified, not performed, or cancelled by the client, unless Tendo d.o.o. and the service provider have accepted an alternative arrangement in writing. This includes no-show and voluntary withdrawal situations.
In such cases, Tendo d.o.o. may retain the full amount for the organized and reserved portions of the service, including transport, logistics, reservations, pre-paid expenses, and any non-refundable costs already incurred or committed on the client’s behalf.
No refund, credit, or waiver shall be granted for voluntary withdrawal, late arrival, missed departure, or non-attendance, unless Tendo d.o.o. decides, in its sole discretion and subject to the specific terms of the relevant service provider, to issue a goodwill credit or voucher.
12. Refunds, Credits, and Recovery of Costs
Refunds are processed in accordance with the applicable cancellation terms, schedule changes, and the terms of the service provider. Tendo d.o.o. reserves the right to refuse or reduce a refund for portions of the service that were already organized, reserved, paid, or otherwise committed on the client’s behalf.
If a refund is otherwise considered appropriate, the amount may be limited to the unused portion of the service and only to the extent that the relevant service provider confirms that such portion is refundable or otherwise not charged. Any refund or credit shall not include costs already incurred or committed by Tendo d.o.o. on the client’s behalf.
In exceptional cases, Tendo d.o.o. may, at its sole discretion, approve a partial refund or issue a voucher or rebooking credit as a goodwill gesture. Such accommodation does not constitute a legal precedent and does not waive the standard cancellation conditions, the provider-specific terms, or the requirement for proper medical documentation where applicable.
13. Partially Completed Services
In the case of a partially completed service, any refund or credit may only be approved for the unused portion of the service, and only to the extent that the relevant service provider confirms that such portion is non-refundable or otherwise not charged.
All organized services, transport, reservations, logistics, and costs incurred before or during the service remain chargeable and are not automatically refundable.
14. Notice and Complaints
All complaints and requests must be notified immediately during the stay or immediately after the service ends, and no later than the timeframe specified in the written communication or confirmation issued by Tendo d.o.o.
Claims not raised within the stated time frame may be considered waived, except where a different legal or contractual obligation applies.
15. Legal Status and Jurisdiction
These General Terms are governed by the laws of the Republic of Croatia. In the event of a dispute, the competent courts of the Republic of Croatia shall have exclusive jurisdiction.
16. Final Provision
Tendo d.o.o. reserves the right to amend these General Terms. Any changes will take effect immediately upon publication on the website or in any written form. Continued use of the service constitutes acceptance of the current terms.