Cancellation Policy & Customer Complaint

The Traveller may cancel the trip/service at any time in writing.

Unless otherwise specified by special terms or the travel programme, the following general cancellation fees apply

to one-day and shorter local services (excursions, day trips, etc.):
up to 30 days before departure: administrative fee of EUR 30 per booking,
29–14 days before departure: 30% of the total price,
14 days to departure date or no-show: 100% of the total price.

For multi-day package travel, more complex programmes and yacht/gulet charter arrangements, special cancellation terms stated in the offer, travel programme or charter contract shall apply and shall prevail over this general rule.

A consumer may submit a written complaint by entering it in the Complaint Book kept at the Company’s business premises, or by e-mail to adriatic@goolets.net

In order to enable the Goolets Adriatic d.o.o. to provide a written response, it is recommended that the complaint contains at least the following information:

consumer’s name and surname
consumer’s e-mail address
contact telephone number (if available)
date and description of the service / arrangement / reservation to which the complaint refers
a brief and clear description of the reasons for the complaint

A complaint may also be submitted anonymously. In such a case, the Goolets Adriatic d.o.o. will register and analyse the complaint for the purpose of improving service quality, but will not be able to provide a written reply.

Goolets Adriatic d.o.o. shall respond to a duly submitted written complaint in writing (by post and/or e-mail), within the deadline prescribed by the applicable laws of the Republic of Croatia.