Terms and Conditions

​1. Company Information

 

Solivago, travel agency registered with the Ministry of Tourism and Sports and the Croatian Chamber or Trades and Crafts, Registration number: 99098113

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We are based in Dubrovnik and operate exclusively online.

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Email: info@beyondthewallstours.com

Phone: +385 92 439 6887

 

2. Services

 

We provide half-day and full-day tours in Croatia, Bosnia & Herzegovina and Montenegro.

All tours are subject to availability.

 

3. Booking & Payment

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Bookings are confirmed after deposit payment or full payment.

Prices are in EUR (€) and include applicable taxes (unless stated otherwise).

We reserve the right to change prices before confirmation.

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4. Payment Security

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We take the security of your payments seriously. All transactions made through our website are processed via trusted third-party payment providers, including PayPal and Stripe.

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These providers use secure encryption technologies and industry-standard security measures to protect your personal and financial information. We do not store or have access to your full payment details, such as credit card numbers.

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By making a payment, you agree to the terms and privacy policies of these payment providers. We are not responsible for any errors, delays, or security issues arising from third-party payment systems.

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5. Cancellation Policy

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All cancellations must be submitted in writing via email to: info@beyondthewallstours.com

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Cancellations are considered valid only from the moment we receive written confirmation. We do not accept cancellations via phone calls, SMS, WhatsApp, social media direct messaging or verbal communication.

 

Customer Cancellations:

 

• More than 48 hours before the scheduled tour start time: 100% refund

• Between 24 and 48 hours before the tour: 50% refund

• Less than 24 hours before the tour or no-show: no refund

 

Important Notes:

 

The time of cancellation is determined based on our local time in Croatia.

 

Refunds (if applicable) will be processed using the original payment method. Transaction fees or third-party fees may be non-refundable.

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Third-Party Bookings:

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If the booking was made via platforms such as Viator, Tripadvisor, Airbnb and Get Your Guide: 

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• Cancellations must be made through the respective platform

• The platform’s cancellation and refund policies will apply

• We are not responsible for differences in refund terms imposed by third-party platforms

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We may cancel due to:

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• Weather conditions

• Safety concerns

• Insufficient participants

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In such cases, a full refund or rescheduling will be offered.

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6. Changes by Customer

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We will try to accommodate changes, but they are not guaranteed.

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7. Responsibilities of Participants

 

Customers must:

 

• Arrive on time

• Follow safety instructions

• Inform us of health conditions if relevant

 

We are not responsible for:

 

• Personal belongings

• Delays caused by customers

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8. Liability

 

We are not liable for:

 

• Force majeure events (weather, strikes, etc.)

• Third-party services

 

Our liability is limited to the value of the booked service.

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9. Limitation of Liability

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To the maximum extent permitted by applicable law:

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• We are not liable for indirect or consequential damages

• Our total liability is limited to the amount paid for the tour

• We are not responsible for loss, theft, or damage to personal belongings​

 

Nothing in these Terms excludes liability where it is not legally permitted (e.g., injury caused by negligence).

 

10. Travel Insurance

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We strongly recommend purchasing travel insurance.

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11. Complaints Procedure

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In accordance with applicable consumer protection laws, Travellers may submit a written complaint within 7 days of the service being completed, exclusively by email to: info@beyondthewallstours.com

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The Traveller must immediately report any issues during the service to the Agency representative or service provider and cooperate in good faith to resolve them on the spot. If a reasonable solution is offered and declined, the Agency may reject any subsequent complaint.

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Complaints must be fully documented and supported by relevant evidence. The Agency will acknowledge receipt without delay and provide a written response within 15 days, which may be extended by an additional 15 days if necessary to verify the complaint.

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Compensation, if granted, is limited to the value of the affected service and does not include services already provided.

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The Agency reserves the right to reject late, incomplete, or group complaints, as well as complaints not addressed during the service due to lack of cooperation.

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The Agency is not responsible for factors beyond its control, including weather conditions, traffic, sea conditions, or other external circumstances not directly related to the quality of the provided service.

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12. Governing Law

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These Terms are governed by the laws of Croatia and the EU. In the event of a dispute, the courts of Dubrovnik shall have jurisdiction in accordance with the laws of the Republic of Croatia.

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13. Contact

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info@beyondthewallstours.com

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+385 92 439 6887 (available on Whatsapp)

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14. Third-Party Booking Platforms

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Our tours may also be offered through third-party platforms such as Tripadvisor, Viator, Airbnb and Get Your Guide.

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When you make a booking through these platforms:

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• Your booking is also subject to the terms and conditions of the respective platform

• Payment processing is handled by the platform, not directly by us

• Cancellation and refund policies may differ and are governed by the platform’s rules

• Communication may be conducted through the platform’s messaging system

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In the event of any conflict between our Terms and those of the third-party platform, the platform’s terms shall prevail for bookings made through that platform.

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15. Pricing and Availability via Third Parties

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Prices and availability displayed on third-party platforms may differ from those on our website.

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We are not responsible for:

• Pricing discrepancies

• Platform service fees

• Errors in third-party listings

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16. Liability Related to Third Parties

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We are responsible only for the execution of the tour itself.

We are not liable for:

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• Platform outages or booking errors

• Payment processing issues handled by third-party providers

• Actions or omissions of third-party platforms

 

17. Communication via Platforms

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If you contact us through a third-party platform, communication may be stored and processed within that platform.

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18. Force Majeure

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We are not liable for failure or delay in performing our obligations due to events beyond our control, including but not limited to:

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• Severe weather conditions

• Natural disasters

• Government restrictions

• Traffic disruptions

• Strikes or civil unrest

• Public health emergencies

 

In such cases, we may:

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• Reschedule the tour, or

• Provide a refund at our discretion

 

19. Health and Safety

 

By participating in our tours, customers confirm that:

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• They are physically able to participate

• They will follow all safety instructions given by guides

• They will inform us in advance of any relevant medical conditions

 

We reserve the right to refuse participation if a customer poses a risk to themselves or others.

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20. Customer Conduct

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We reserve the right to remove any participant from a tour without refund if they:

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• Behave dangerously or disruptively

• Are under the influence of alcohol or drugs

• Fail to follow guide instructions

 

21. Photos and Marketing

 

We may take photos or videos during tours for marketing purposes.

By participating, you agree that:

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• Such materials may be used on our website and social media

 

If you do not wish to appear, please inform us in advance.

 

22. Special Requirements

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Customers must inform us in advance of:

• Dietary restrictions

• Mobility limitations

• Special requests

 

We will make reasonable efforts but cannot guarantee accommodation of all requests.

 

23. Voucher and Redemption Rules

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• Digital or printed vouchers must be presented before the tour

• Booking reference must match the participant’s identity

• Failure to provide valid proof may result in denial of participation without refund

 

24. Minimum Participants

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Some tours require a minimum number of participants.

If not met:

• We may cancel or reschedule

• A full refund or alternative will be offered

 

25. Itinerary Changes

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We reserve the right to modify itineraries due to:

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• Weather

• Traffic

• Safety concerns

 

We will ensure the experience remains of equal value where possible.

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26. Final Provisions

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Any deviations from these General Terms must be explicitly stated in the travel program or Agreement. These Terms form an integral part of the Agreement between the Traveller and the Agency. In the event of a dispute, the courts of Dubrovnik shall have jurisdiction in accordance with the laws of the Republic of Croatia. Any amendments to these Terms will be made publicly available and shall be binding on all parties.