Guide Pola • Legal information
General terms for inquiries and private guided-tour bookings made directly with Guide Pola. Last updated: August 17, 2026.
Services are provided by GUIDEPOLA, a joint craft business for tourist guiding and travel-agency services, owned by Rossana Matejčić Miljević and Siniša Miljević, Šibenska ulica 14, 52100 Pula, Croatia; Croatian tax ID (OIB) 99914412628; craft registration number (MBS) 97912824. These terms cover tours and services agreed directly with us. Third-party services may also be subject to that provider’s terms.
Submitting the form or sending a message is a request for availability, not a booking. Before confirmation, you will receive the essential details in a durable form: date, time, meeting point, duration, language, party size, included and excluded services, total price, payment method, and cancellation conditions. A contract is formed when you accept the proposal as instructed and, where required, pay the price or deposit.
Prices are stated in euros and include applicable taxes unless clearly stated otherwise. Admission tickets, transport, tastings, meals, and third-party services are excluded unless the proposal expressly includes them. No additional charge will be made unless disclosed before confirmation.
To change or cancel a booking, contact ciaotrav@gmail.com as soon as possible. The deadlines, any cancellation charges, and refund terms in your individual proposal take priority because they depend on the service, date, and commitments already made to third parties. For leisure services scheduled for a specific date or period, the statutory 14-day withdrawal right may not apply. This does not limit any mandatory consumer rights.
We may adjust the route, timing, or order of stops because of weather, safety, closures, local restrictions, or other circumstances beyond reasonable control. Where possible, we will offer an alternative of comparable value. If we cancel and cannot offer an acceptable alternative, we will refund amounts received for the unperformed service, subject to applicable law.
You are responsible for providing accurate group details and arriving at the agreed time. A substantial delay may shorten the tour without a price reduction where the guide cannot extend the service. Children and minors remain under the accompanying adult’s supervision. Please tell us before confirmation about mobility, health, or accessibility needs relevant to the route, without sharing unnecessary details.
We provide services with professional care. Participants must follow reasonable safety instructions and look after personal belongings. We are not responsible for delays, closures, or failures by third parties beyond our reasonable control. Nothing in these terms excludes or limits liability that cannot lawfully be excluded under Croatian or European Union law.
You may submit a written complaint by email to ciaotrav@gmail.com or by post to GUIDEPOLA, Šibenska ulica 14, 52100 Pula, Croatia. We will acknowledge receipt and respond in writing within 15 days, clearly stating whether we accept the complaint as justified. Eligible disputes may be referred to an alternative dispute-resolution body. The former EU Online Dispute Resolution platform closed on July 20, 2025.
Croatian law and, where applicable, European Union law govern these terms. If you live in another country as a consumer, this choice does not remove mandatory protections granted by the law of your country of residence. We will first seek an amicable resolution; otherwise, jurisdiction is determined by the applicable legal rules.