Terms and Conditions - To Do Cres Lošinj

Version June 25^th 2026

1. General Terms and Conditions

These General Terms and Conditions regulate the online booking platform To Do Cres & Lošinj (hereinafter: the Platform), accessible at https://todocreslosinj.com. The Platform is available to Customers worldwide and to Suppliers from the Cres-Lošinj archipelago.

All dates and start times are stated in the local time and time zone, namely Central European Time (CET), UTC+1. During daylight saving time, Central European Summer Time (CEST), UTC+2, applies.

These General Terms and Conditions of To Do Cres & Lošinj apply to all visitors and users of the Platform and its content. Where specific terms and conditions prevail for a particular service, OTRA will make this clear at the appropriate time. As soon as you start using the Platform, you must comply with these General Terms and Conditions. You should therefore read them carefully on first use.

These General Terms and Conditions apply to every purchase made on the Platform. You should therefore carefully read and accept the General Terms and Conditions before purchasing any service on the Platform. Use of the Platform means that you have read, understood and accepted all parts of the General Terms and Conditions. If you do not agree with these Terms of Use, you may not access the Platform or use its services.

If special Supplier terms apply to an individual Service (e.g. participation requirements, health prerequisites, special cancellation rules, age or equipment restrictions), such terms will be indicated in the service offer and will prevail over the general rules to the extent that they are not contrary to mandatory law.

2. About us and Definitions

OTRA d.o.o., through its branch OTRA d.o.o., Branch Tourist Agency Cres Lošinj (hereinafter: OTRA), is the operator of the To Do Cres & Lošinj platform and is accordingly responsible for it. OTRA operates the Platform as an intermediary platform on which it offers and sells online services provided by Suppliers / business entities from the Cres-Lošinj archipelago.

OTRA acts solely as an intermediary in the name and on behalf of Suppliers and enables searching, booking, payment and customer support related to experience tourism services provided by Suppliers. OTRA is not the provider of those services unless expressly stated otherwise for an individual service.

For the purposes of these General Terms and Conditions: “Customer” means a natural or legal person who books or purchases a service through the Platform; “Supplier” means a third party – the provider of a tourism, recreational, cultural, transport or other related service published on the Platform; “Booking” means the purchase of a specific service for a specific date and/or period; “Service” means an individual activity, excursion, experience, ticket, workshop or other offer provided by a Supplier.

The Platform helps Customers find and purchase a destination offer of experience tourism services. OTRA, however, does not provide such services in its own name. By using the Platform, you will purchase a ticket, tour, attraction and/or another service directly from a third-party Supplier.

OTRA does not become a contracting party to the contract for the provision of the Service between the Customer and the Supplier. OTRA’s role is limited to digital intermediation, technical processing of bookings and payments, forwarding confirmations and notices, and providing customer support within the scope set out in these General Terms and Conditions.

This Platform (including subpages and the text, images, videos, software, products, services and other information contained or presented on the Platform) is owned by OTRA.

3. Contact details

OTRA d.o.o., Podružnica Turistička Agencija Cres Lošinj

Pod urom 8, 51557 Cres

WhatsApp: +385 97 609 1673

Telephone: +385 (0)51 304 168

Email: info@todocreslosinj.com

4. Platform Terms of Use

The information on this Platform is provided for general information purposes only and does not constitute an offer binding on us. Binding contracts with Suppliers of services available on the Platform are concluded by purchasing one of the services through the Platform in accordance with the Platform’s General Terms and Conditions.

Although OTRA endeavours to ensure the accuracy of the information on the Platform, it gives no warranties, express or implied, as to its accuracy, completeness or fitness for any purpose. All information supplied by Suppliers is subject to change at any time.

OTRA may change, add or remove information on the Platform and its structure and functions at any time at its own discretion, without expressly notifying any such change or removing outdated information or identifying it as such. OTRA may also block Customers’ access to the Platform or parts thereof, or require certain conditions to be fulfilled. OTRA gives no warranties, express or implied, regarding the availability of the Platform or its functions, that the Platform is free from defects, or that the Platform and the infrastructure on which it operates are free from viruses and other harmful software.

OTRA reserves the right to temporarily restrict or suspend operation of the Platform for maintenance, security reasons, technical upgrades or force majeure. Such changes will not affect already confirmed Bookings unless performance of a specific Booking becomes objectively impossible due to force majeure or circumstances on the Supplier’s side.

OTRA shall not be liable for damage arising from unavailability of the Platform, technical disruptions or inaccurate information supplied by a Supplier or third party, unless the damage was caused by OTRA’s intent or gross negligence or where OTRA’s liability arises under mandatory law. Nothing in these General Terms and Conditions excludes or limits liability that cannot be validly excluded or limited under applicable law.

OTRA may amend these General Terms and Conditions. The version of the General Terms and Conditions published on the Platform at the time an individual Booking is concluded shall apply to amendments. For already concluded Bookings, the terms in force at the time of purchase shall apply, unless the amendment is more favourable to the Customer or is necessary to comply with mandatory law.

5. Offer of Services on the Platform

Customers may find and purchase on the Platform excursions, activities and experiences offered by Suppliers in the area of the Cres-Lošinj archipelago.

The Platform’s offer consists of::
– guided tours,
– gourmet experiences,
– sightseeing tours,
– water activities,
– nature and outdoor activities,
– historical and cultural attractions and related activities,
– workshops,

– entry tickets and other services.

All offered Services are provided exclusively by Suppliers from the Cres-Lošinj archipelago with whom OTRA has concluded an appropriate business cooperation agreement.

OTRA may, but is not obliged to, verify the formal completeness of information submitted by the Supplier for publication on the Platform. The Supplier is solely responsible for the content of the offer, the accuracy of information, availability, legality and performance of the Service.

Supplier Services may be accessed and purchased through the Platform.

Each purchase on the Platform entails automatic completion of the Service booking for a predetermined date and time of use of the service by the Customer, without prior approval by the Supplier. A Booking is deemed confirmed when the Customer receives the booking confirmation by e-mail. The Supplier is obliged to maintain accurate and up-to-date information on availability; otherwise the Supplier is liable for all consequences of overbooking, incorrect information or inability to perform the service.

These General Terms and Conditions apply whenever the Platform is used. The contractual relationship between the Customer and OTRA generally includes only the relevant referral of the Customer to the selected Supplier and vice versa.

Accordingly, the General Terms and Conditions apply to offers published on the Platform and to all Suppliers and Customers.

6. Registration and User Account

The use of the Platform’s offer can generally be made anonymously.

Certain types of use of the Platform require registration. The Customer submits an electronic registration form and, when registering, agrees to the General Terms and Conditions. Registration on the Platform is completed only after a registration confirmation has been sent to the e-mail address specified by the Customer. The Customer must be over 18 years of age to register. The Customer must keep the password set by them confidential and take appropriate precautions to prevent third parties from becoming aware of it.

Creating more than one user account for the same person is not permitted. A user account may not be transferred to other persons.

The Customer is responsible for the accuracy and completeness of the data entered during registration and purchase. The Customer must not use the Platform contrary to law, good faith, third-party rights, system security or the purpose of the Platform. It is prohibited to introduce malware, attempt unauthorised access to the system, use another person’s data, automatically collect Platform content or perform any actions that circumvent the purpose and business model of the Platform.

7. Conclusion of Contracts and OTRA’s Role as Intermediary

OTRA makes this Platform available to Customers and Suppliers of various services for the purchase and sale of Services.

Contracts for the provision of Services are concluded directly between the Customer and the Supplier of tourism services.

For each Service, the essential participation requirements will be stated, including any age restrictions, health prerequisites, required physical fitness, required equipment, meeting place and time, and special restrictions or safety requirements. The Customer is obliged, before purchase, to check whether they meet all participation requirements. If the Customer does not meet the stated requirements and the Supplier therefore refuses participation, such refusal shall be considered justified, and the right to a refund will depend on the cancellation rules applicable to the specific Service and on whether the Customer was informed of those requirements in a timely and clear manner.

OTRA will deliver to the Customer by e-mail a confirmation of purchase of the service issued in the name and on behalf of the Supplier, and a payment confirmation issued by Stripe. The Platform itself is free of charge for the Customer. OTRA is permitted to charge the value of the service in the name of the Supplier.

OTRA will forward to the Customer all information required to use the Supplier’s service in accordance with the applicable terms (such as information concerning the purchased service). OTRA assumes no warranty for the accuracy of forwarded information or for performance of services by the Supplier, since all information is specified and provided on the basis of information from the Supplier or third parties, which OTRA cannot verify in detail.

If communication with the Supplier before the start of the activity is envisaged for a particular Service, the Customer is obliged to monitor received messages and act in accordance with the instructions received. If the Customer fails to provide information necessary for performance of the Service or fails to respond to a reasonable request to confirm details, OTRA and the Supplier shall not be liable for delay or impeded performance of the Service caused by such omission.

8. Payments on the Platform

The Customer pays the price of the Service through the Platform to OTRA, which receives the funds in the name and on behalf of the Supplier. The Customer is thereby deemed to have made payment to the Supplier. The Supplier is responsible for issuing an invoice or other fiscal document to the Customer in accordance with applicable regulations and its tax status.

Payments on the Platform are processed through Stripe – an advanced system for secure acceptance of credit cards on the internet.

The Stripe system ensures complete privacy of your credit card and personal data from the moment you enter the Stripe payment form. The data required for payment is encrypted from your web browser to the bank that issued your payment card. Our Platform never comes into contact with your sensitive payment card data. Stripe is a certified Level 1 PCI service provider. Stripe uses the best security tools and practices to maintain a high level of security. OTRA collects only the data necessary to perform the business in accordance with the demanding prescribed procedures for online payments.

OTRA is authorised to charge the price of the Service to the Customer in the name and on behalf of the Supplier and, where necessary, to refund paid amounts to the Customer. The rules on transfer of funds to the Supplier are governed by the business cooperation agreement between OTRA and the Supplier.

After payment authorisation, the Customer agrees that their payment data may be used for collection of payment by the creditor.

In the event of an obvious error in the price, Service description or calculation of costs caused by a technical omission or unintentional error, OTRA and/or the Supplier reserve the right to cancel such Booking with a refund to the Customer of the full amount paid.

When a Booking is made, both the Customer and the Supplier will receive an automatic confirmation by e-mail.

9. Display of Prices

All prices on the Platform are stated per person unless otherwise indicated and include VAT and any other charges stated in the purchase offer.

Prices set by Suppliers may be subject to special terms, such as cancellation and refund of payments made. Before purchasing a service, please check whether the relevant service contract is subject to different terms.

Unless otherwise stated in the offer, the price does not include costs that by their nature are optional or additional to the Service (e.g. tips, personal consumption, additional equipment, transport to the departure point, admissions not expressly listed as included).

10. Right of Withdrawal, Cancellation and Refunds

If the Service is contracted for a specific date or period, the Customer has no right to unilaterally terminate the contract within 14 days without giving reasons, to the extent that such right is excluded under the applicable consumer protection rules for leisure services that must be provided on a specific date or during a specific period. Instead, cancellation and refunds are governed by the cancellation rules published with the individual Service and by this section of the General Terms and Conditions.

Unless expressly stated otherwise for an individual Service, the general rule applies that the Customer may cancel the Service free of charge no later than 24 hours before the start of the Service and is entitled to a full refund of the amount paid. For individual Services, the Supplier may set stricter or more lenient cancellation rules; in such case, the rules indicated in the service offer shall apply.

The Customer may submit a cancellation request through the user account, through the Platform functionality intended for cancellation, or by e-mail / through OTRA customer support. The cancellation request should contain at least the information necessary to identify the Booking.

If the Customer has purchased a service for several persons at once, it is not possible to withdraw from the purchase of the service only for individual persons; rather, the entire purchase must be cancelled and a new purchase made for the desired number of persons.

The Customer will be deemed to have submitted the cancellation statement for the purchased service when they send it within the deadline stated in the Platform’s general cancellation policy or in the cancellation policy specified by the Supplier in the service offer.

In the event of cancellation by the Customer, if no fees apply under the stated cancellation policy, OTRA will promptly, and no later than 10 days from receipt of the Customer’s notice of withdrawal from the purchased service, refund all payments received from the Customer. As a rule, the refund is made using the same payment channel (Stripe) used for the initial transaction, unless the Customer expressly agrees otherwise and provided that the Customer does not incur any additional costs as a result.

The Supplier may cancel the activity on the agreed date and time without observing the cancellation deadline in the event of weather conditions, official measures, strikes or other external circumstances that are unforeseeable or can be avoided only with disproportionate effort by the Supplier and that are beyond the Supplier’s control, preventing, substantially impeding or endangering performance of the purchased service (force majeure events).

If the Supplier is in any way unable to perform the purchased services, the service may be changed or cancelled. In the event of cancellation by the Supplier, all rules applicable to Suppliers are set out in the signed Business Cooperation Agreement with OTRA. In such case, OTRA will inform the Customer of such changes and, in the event of cancellation, refund all payments received from the Customer. Where possible and if the Customer agrees, instead of cancellation the Supplier may offer a reasonable substitute service of an equal or higher standard. If the Customer does not accept the substitute service, the Customer is entitled to a refund in accordance with the nature and reasons for the change or cancellation.

If the Customer does not appear at the Service start location at the indicated time, does not meet participation requirements, does not comply with safety instructions or cannot participate for reasons attributable to the Customer, such situation may be treated as a “no-show”, i.e. unjustified non-attendance, without any right to a refund, unless otherwise provided for the specific Service or under mandatory law.

11. Complaints, Claims and Customer Support

For complaints relating to performance of the Service (e.g. quality, content, safety, delay, partial or non-performance of the Service), the Supplier, as the contracting party to the purchase relationship, is primarily responsible. The Customer may submit a complaint directly to the Supplier or through OTRA, which may mediate communication and processing of the request. OTRA will confirm receipt of the complaint to the Customer without delay and forward it to the Supplier if this has not already been done directly. The Supplier is obliged to respond to a substantiated enquiry or complaint within a reasonable period, and no later than 5 days from receipt, unless mandatory law prescribes a shorter period.

If the Supplier fails to act upon a complaint or fails to respond within a reasonable period, OTRA may, for the purpose of protecting the customer experience and to the extent permitted by its agreement with the Supplier, approve a full or partial refund to the Customer or offer another appropriate measure to resolve the complaint. Such decision does not alter the fact that the Supplier is the responsible party for proper performance of the Service.

12. Customer Obligations

The Customer is obliged to arrive at the departure / Service venue on time, with a valid booking confirmation and with all equipment, documents or other prerequisites specified in the Service offer or booking confirmation. The Customer is obliged to comply with all reasonable safety instructions of the Supplier, rules of conduct, instructions of the guide or other staff, and the applicable regulations and rules of the location at which the Service is provided.

The Customer is responsible for assessing their own health fitness and suitability to participate in a particular activity and, if necessary, for requesting additional information before purchase. If the Customer has health restrictions, allergies, special needs or other circumstances that may be relevant for safe performance of the Service, the Customer is obliged to communicate them in a timely manner to the Supplier or OTRA, if so provided in the offer.

The Customer is responsible for their personal belongings unless it is expressly stated for a particular Service that the Supplier assumes a special obligation to safeguard belongings. OTRA shall not be liable for loss, theft or damage to the Customer’s personal belongings during use of the Service.

13. Supplier Obligations and Liability

OTRA gives no representation or warranty as to the accuracy or completeness of information supplied by Suppliers. However, Suppliers undertake, by their signed Cooperation Agreement with OTRA, to update in a timely manner all necessary information relating to their offer on the Platform. OTRA gives no representation or warranty regarding Supplier services. The Supplier is obliged to provide the Service in accordance with the published description, applicable laws, professional standards and safety standards. The Supplier is responsible for obtaining and maintaining all permits, licences, approvals and insurance required for lawful and safe provision of the Service, as well as for the conduct of its staff, associates and subcontractors. The Supplier is solely liable for damage suffered by the Customer or a third party due to improper, unlawful, unsafe or defective provision of the Service, within the limits established by applicable law.

If the nature of the Service involves increased risk (e.g. water activities, outdoor, sports or adventure activities), the Supplier is obliged to provide the Customer in advance, in a clear and understandable manner, with the necessary information on the nature of the risks, safety rules and any participation restrictions.

14. Platform Availability and OTRA’s Liability

There is no warranty as to the availability, quality or features of the service or technical support for the Platform. OTRA may redesign, reduce or suspend the Platform at any time at its own discretion. These changes do not affect contracts already concluded between Customers and Suppliers or their performance.

OTRA shall not be liable for performance of the Service as such, since the Service is provided by the Supplier as an independent and separate contracting party. In particular, OTRA shall not be liable for the quality, safety, legality, suitability, accuracy of description or availability of the Service provided by the Supplier, except to the extent that OTRA itself has breached its own obligations of intermediation, payment processing or customer support intentionally or by gross negligence. Nothing in these General Terms and Conditions excludes or limits OTRA’s liability for death, bodily injury, damage to health or any other liability that cannot be excluded or limited under mandatory law.

No liability exists in cases of force majeure, including but not limited to failure of electronic or mechanical equipment or communications, acts of third parties (including denial-of-service attacks and excessive or abusive use of the Platform), telephone or other connection problems, computer viruses, unauthorised access, theft, operator errors, fire, severe weather including floods, regulatory or other acts of regulatory, governmental or supranational authorities, war, riots or labour disputes.

15. Intellectual Property

All copyrights, trademarks, databases, designs, logos, texts, photographs, videos, graphic elements and other content available on the Platform, except content supplied by Suppliers, belong to OTRA or to rights holders who have granted OTRA the right to use them. Without prior written consent, it is not permitted to copy, reproduce, distribute, communicate to the public, adapt or otherwise use Platform content outside the purpose of ordinary use of the Platform.

The Supplier warrants that it has the right to use and grant to OTRA photographs, texts, marks and other materials supplied for publication on the Platform and grants OTRA a non-exclusive, time-limited licence to use them for the purpose of publication on the Platform, promotion of the Service and operation of the Platform. The Supplier is liable for any infringements of third-party rights arising from the content it has supplied.

16. Personal Data Protection

OTRA collects and processes personal data of Customers and representatives of Suppliers in accordance with applicable personal data protection regulations and its Privacy Policy published on the Platform. The Privacy Policy forms an integral part of the Platform’s information framework and regulates in more detail the purposes, legal bases, storage periods, categories of recipients and rights of data subjects.

To the extent necessary for performance of the Booking, OTRA will forward the Customer’s data to the relevant Supplier. The Supplier is obliged to process the personal data received solely for the purpose of performing the Service and in accordance with applicable personal data protection regulations.

17. Termination of Platform Use and Account Closure

Customers may cancel their registration on the Platform by blocking their user account. If the Customer fails to comply with the Platform’s General Terms and Conditions or otherwise breaches the provisions governing use of the Platform, OTRA may unilaterally cancel the Customer’s registration with one week’s notice. Claims arising before this has been done remain unaffected. The right to extraordinary termination remains unaffected.

OTRA may, without notice, temporarily or permanently disable the Customer’s user account if there is a reasonable suspicion of fraud, misuse of the Platform, breach of mandatory law, infringement of third-party rights, a security incident or another serious breach of these General Terms and Conditions. Such measure shall not affect rights and obligations arising from already confirmed Bookings unless this is necessary to protect the rights of other persons or prevent damage.

Matters concerning onboarding, deactivation and termination of cooperation with Suppliers are governed primarily by the business cooperation agreement between OTRA and the Supplier. The general rules stated on the Platform that relate to Suppliers serve the purpose of informational transparency towards Customers and do not replace the contractual provisions between OTRA and the Supplier.

18. Governing Law and Dispute Resolution

These General Terms and Conditions, as well as all matters concerning use of the Platform, are governed by the law of the Republic of Croatia, unless, by application of the mandatory rules of the country of the consumer’s habitual residence, the Customer enjoys a higher level of protection. For disputes between OTRA and the Customer that cannot be resolved amicably, the court with subject-matter jurisdiction according to OTRA’s registered office shall have jurisdiction, unless mandatory consumer protection rules provide otherwise. The Customer may also submit a complaint through the online dispute resolution platform or to other competent bodies for alternative resolution of consumer disputes, where such resolution is applicable.

19. Final Provisions

By using the Platform, all Suppliers and Customers are deemed to have read, understood and accepted these General Terms and Conditions and are therefore obliged to comply with them.

If any provision of these General Terms and Conditions is found to be null, invalid or unenforceable, this shall not affect the validity of the remaining provisions, which shall remain in force to the fullest extent permitted. The invalid or unenforceable provision shall be replaced by a provision that, in terms of meaning, purpose and economic effect, comes closest to the original provision and is in accordance with applicable law.

In the event of inconsistency between these General Terms and Conditions and individual information in the offer of a specific Service, the special terms stated in that offer shall prevail, unless they are contrary to mandatory law. In the event of inconsistency between these General Terms and Conditions and the business cooperation agreement between OTRA and the Supplier, in the relationship between OTRA and the Supplier the business cooperation agreement shall prevail, while in the relationship with the Customer the information provided to the Customer in the Service offer and in these General Terms and Conditions shall prevail.

These General Terms and Conditions may be available in several languages. In relation to Customers, the applicable version is the version of the General Terms and Conditions published on the Platform and accepted when using the Platform or purchasing the Service. Relations between OTRA and the Supplier are governed by a separate business cooperation agreement, whereby the Croatian version of the General Terms and Conditions delivered to the Supplier may be used for interpretation of the operational rules of the Platform in the relationship between OTRA and the Supplier, without prejudice to Customers’ rights under the version published on the Platform.