Terms and Conditions

These Terms and Conditions govern the use of services provided by Monza Gruppo d.o.o., registered in the Republic of Croatia under OIB: 54419028561, with registered address at Od Gaja 56, 20000 Dubrovnik, Croatia (hereinafter referred to as "Ragusa Transfer", "we", "us" or "our"). By making a booking with Ragusa Transfer, you ("the client", "you") agree to be bound by these Terms and Conditions in full.

Ragusa Transfer provides the following services: • Private airport transfers to and from Dubrovnik Airport (DBK) • Private cruise port transfers to and from Gruž Cruise Port • Private point-to-point transfers within Croatia and cross-border • Private day tours and excursions from Dubrovnik All services are private — vehicles are not shared with other passengers unless explicitly agreed in writing.

A booking is considered confirmed only when: (a) the client has received written confirmation from Ragusa Transfer via WhatsApp or email, AND (b) the required deposit has been received and processed by Ragusa Transfer. Enquiries, provisional requests and WhatsApp messages do not constitute a confirmed booking until both conditions above are met. Ragusa Transfer reserves the right to decline any booking at its discretion, in which case any deposit paid will be refunded in full.

4.1 A non-refundable deposit of 30% of the total booking value is required to confirm all bookings. The minimum deposit amount is €15. 4.2 The deposit is processed securely via Stripe. Ragusa Transfer does not store or process card details directly — all payment data is handled exclusively by Stripe in accordance with PCI DSS standards. 4.3 The deposit is non-refundable once payment has been processed, except in the circumstances described in Section 6 (Cancellation by Ragusa Transfer). 4.4 The remaining balance (total price minus deposit) is due on the day of service, payable to the driver in cash (EUR) or by card. 4.5 By proceeding with deposit payment, the client confirms they have read and accepted these Terms and Conditions.

5.1 Cancellations must be communicated to Ragusa Transfer in writing via WhatsApp (+385 91 916 7163) or email (info@ragusatransfer.com). 5.2 The following cancellation policy applies: • Cancellation more than 24 hours before the scheduled service: deposit is forfeited; no additional charge applies. • Cancellation less than 24 hours before the scheduled service: deposit is forfeited; the full remaining balance becomes due. • No-show (client does not appear at the agreed pickup location at the agreed time): deposit is forfeited; the full remaining balance becomes due. 5.3 The deposit is non-refundable under all circumstances except as stated in Section 6. 5.4 Ragusa Transfer strongly recommends that clients obtain appropriate travel insurance to cover cancellation costs.

6.1 Ragusa Transfer reserves the right to cancel a booking in the event of: • Force majeure (natural disaster, extreme weather, government restriction, civil unrest or other circumstances beyond our control) • Vehicle breakdown or mechanical failure where no suitable alternative vehicle is available • Driver illness or incapacity 6.2 In the event of cancellation by Ragusa Transfer, the client will receive a full refund of all amounts paid, including the deposit. No further compensation will be payable. 6.3 Ragusa Transfer will make every reasonable effort to provide an alternative vehicle or driver in the event of operational difficulties, and will notify the client as early as possible.

7.1 All prices quoted are in Euros (EUR) and are per vehicle, not per person, unless otherwise stated. 7.2 Prices are fixed at the time of booking confirmation and will not change after confirmation, except in cases where the client requests changes to the itinerary, route or service. 7.3 Waiting time beyond the included free waiting period (60 minutes for airport pickups after the scheduled landing time; 15 minutes for all other pickups) may be charged at €10 per 15 minutes or part thereof, at Ragusa Transfer's discretion. 7.4 Additional stops or route changes requested on the day of service may incur additional charges, to be agreed between the driver and client before proceeding. 7.5 Border crossing fees, toll charges, ferry tickets, national park entry fees and similar third-party costs are not included in the transfer price unless explicitly stated in the booking confirmation.

8.1 For airport transfer bookings, Ragusa Transfer monitors flight arrivals in real time. If a flight is delayed, the driver will adjust accordingly at no additional charge to the client. 8.2 For cruise port bookings, the client must provide the ship name and scheduled departure time. Ragusa Transfer will plan the return journey to ensure arrival at the port at least 60 minutes before the scheduled departure. 8.3 Ragusa Transfer accepts no liability for missed flights, vessels or connections arising from circumstances beyond our control, including but not limited to traffic, road closures, weather conditions or third-party delays.

9.1 The client is responsible for providing accurate booking information, including but not limited to: correct pickup address, flight number, number of passengers and amount of luggage. 9.2 The client is responsible for ensuring all passengers hold valid travel documents required for the journey, including passports and visas where required for cross-border transfers. 9.3 The client must ensure that all passengers are ready at the agreed pickup location at the agreed time. Waiting time beyond the included free period may be charged as set out in Section 7.3. 9.4 Passengers must wear seatbelts at all times. The client is responsible for ensuring this requirement is met for all members of their party. 9.5 The client is responsible for the behaviour of all passengers in the vehicle. Ragusa Transfer reserves the right to terminate a journey without refund if passenger behaviour poses a risk to the driver or vehicle.

10.1 Ragusa Transfer vehicles can accommodate a reasonable amount of luggage appropriate to the vehicle type and passenger capacity. Exceptionally large or unusual items (bicycles, surfboards, musical instruments, oversized cases) must be declared at the time of booking. 10.2 Ragusa Transfer accepts no liability for loss or damage to luggage unless caused by the proven negligence of the driver.

11.1 Ragusa Transfer's liability for any claim arising from the provision of services is limited to the total amount paid by the client for the specific booking in question. 11.2 Ragusa Transfer accepts no liability for indirect, consequential or economic loss, including but not limited to missed flights, missed connections, hotel costs or lost business. 11.3 Ragusa Transfer carries mandatory third-party liability insurance as required by Croatian law.

Any complaints must be submitted in writing to info@ragusatransfer.com within 14 days of the service date. Ragusa Transfer will acknowledge complaints within 3 business days and respond in full within 14 business days.

These Terms and Conditions are governed by the laws of the Republic of Croatia. Any dispute arising from or in connection with these terms shall be subject to the exclusive jurisdiction of the courts of Dubrovnik, Croatia. Consumers residing in the European Union also have the right to use the EU Online Dispute Resolution platform: ec.europa.eu/consumers/odr

Ragusa Transfer reserves the right to update these Terms and Conditions at any time. The current version is always available at https://www.ragusatransfer.com/terms. Changes apply to bookings made after the date of update. Last updated: April 2025