Terms & Conditions

Last updated: 27 October 2026

These Terms & Conditions (“Terms”) apply to all tours booked with Zagreb Walking Tours, through our website, by email or by any other means. Please read them before booking. By booking a tour, you accept these Terms.

1. Who we are

LOREA, obrt za putničku agenciju (travel agency), trading as Zagreb Walking Tours
Owner: Marko Miloš
Palmotićeva 10, 20000 Dubrovnik, Croatia
OIB: 12417479914
Email: info@zagrebwalkingtours.com
Phone / WhatsApp: +385 97 681 3112

In these Terms, “we”, “us” and “our” mean LOREA, obrt za putničku agenciju. “You” means the person who makes the booking and, where relevant, everyone in their group.

We hold professional liability insurance for the tours we provide.

2. Our tours and prices

All our tours are private: your group is guided on its own, with no other guests.
Prices are per group, per tour, as shown on the tour page at the time of booking (for example, Discover Zagreb: 140 EUR for 1–4 people, 180 EUR for 5–8 people).
The price includes a professional, licensed, English-speaking tour guide for the stated duration. Anything not listed as included is not included, for example entrance fees, food and drinks, transport, and tips.
Groups are up to 8 people. For groups larger than 8, please contact us directly and we will agree a price with you.
All prices are in euros (EUR) and are final. The business is not in the VAT system, so VAT is not charged.

3. How to book

All tours are currently on request. Booking through the calendar or the form on our website, or by email, is a request, not a confirmed booking.
We reply by email to confirm availability. Our confirmation includes a secure payment link.
Your booking becomes binding once you have paid in full. At that point a contract is formed between you and us on these Terms.
Please check the details in our confirmation (date, time, number of participants, meeting point) and tell us straight away if anything is wrong.

4. Payment

Full payment is required in advance, by card, through the secure payment link. Card payments are processed by Monri Payments d.o.o.; we never see your full card details.
Payment must be completed no later than 48 hours before the start of the tour. If you book less than 48 hours before the tour, payment is due immediately on confirmation.
If payment is not completed in time, your booking request is automatically cancelled and the date and time are released for other guests.

Corporate and group bookings

For corporate bookings and groups larger than 8, we send a pro forma invoice for the agreed price. It must be paid no later than 3 days before the tour. If it is not paid in time, we may cancel the booking. The cancellation terms in section 6 apply to corporate bookings too.

5. No 14-day right of withdrawal

Under EU and Croatian consumer law (Article 16(l) of Directive 2011/83/EU, as implemented in the Croatian Consumer Protection Act), the 14-day right of withdrawal for distance contracts does not apply to leisure services booked for a specific date or time, which includes our tours. Instead, our cancellation policy in section 6 applies.

6. Cancellation and changes by you

More than 24 hours before the tour starts: you can cancel free of charge and receive a full refund.
Within 24 hours of the start of the tour: no refund.
Rescheduling: you may ask to move your tour to another date or time, free of charge, subject to availability. Requests must reach us more than 24 hours before the original start time.
Please send cancellations and rescheduling requests by email to info@zagrebwalkingtours.com. The time we receive your email counts.
Refunds are made to the card used for payment, normally within 14 days.
Fewer participants: prices are per group, so a smaller group than booked does not reduce the price. If your group grows, please contact us in advance and we will confirm whether we can accommodate it and any price difference.

7. Late arrival and no-shows

Please be at the meeting point a few minutes before the start time.
If you are late, the guide will wait for 10 minutes and try to contact you by phone or WhatsApp on the number you gave us.
If you have not arrived and cannot be reached after 10 minutes, the booking is treated as a no-show and no refund is given.
If you arrive late but within the waiting time, the tour will end at the originally scheduled time.

8. Changes and cancellation by us

Tours run rain or shine. Ordinary rain or cold is not a reason for cancellation, so please dress for the weather.
We may cancel a tour because of severe weather or other circumstances that would make the tour unsafe or impossible, for example official warnings, public safety measures or guide illness. In that case you can choose a full refund or a free reschedule to another date that suits you.
We may make minor changes to the route, stops or meeting point where necessary, for example because of road closures, public events, construction or safety. We will tell you about significant changes in advance whenever we can.
If we cancel, our responsibility is limited to the refund or reschedule described above. We are not responsible for other costs you may have, such as travel or accommodation, except where the law provides otherwise.

9. Participation

Minimum age is 12. Children under 12 cannot take part. Participants aged 12–17 must be accompanied by a parent or legal guardian, who is responsible for them during the tour.
Our tours involve walking for up to 2 hours on city streets, including cobblestones, slopes and stairs. Please wear comfortable shoes and weather-appropriate clothing.
If you or anyone in your group has mobility, health or accessibility needs, please tell us before booking so we can advise whether the tour is suitable.
Please follow your guide’s instructions, take care in traffic, and respect other people, places and local rules.
The guide may end the tour early for a participant, without refund, whose behaviour is unsafe, offensive or disruptive, or who appears to be under the influence of alcohol or drugs to a degree that affects the tour.

10. Photos

Your guide may offer to take photos of your group during the tour and send them to you, free of charge.

We would only use photos in which you can be identified on our website or social media with your separate consent, which we will ask for on the day or by email. Saying no will not affect your tour in any way. You can withdraw your consent at any time, and we will remove the photos from our channels. Booking a tour does not count as consent. See our Privacy Policy.

11. Liability

We take reasonable care in planning and running our tours. We are liable for damage caused by our breach of contract or our negligence, in line with Croatian law.
We are not liable for loss or damage caused by your own actions, by third parties unconnected with the tour, or by events beyond our reasonable control.
Nothing in these Terms limits our liability for death or personal injury, for damage caused intentionally or through gross negligence, or any other liability that cannot be limited by law.
Please look after your personal belongings during the tour.
We recommend that you have travel and health insurance for your trip.

12. Complaints

If you are not satisfied with any part of our service, please tell your guide straight away so we can try to put it right on the spot.

You can also send a written complaint:

by email: info@zagrebwalkingtours.com
by post: LOREA, obrt za putničku agenciju, Palmotićeva 10, 20000 Dubrovnik, Croatia

We will confirm receipt of your complaint without delay and send you a written reply within 15 days of receiving it.

We do not take part in out-of-court consumer dispute resolution procedures. Your rights under consumer protection law are not affected.

13. Your personal data

We process your personal data as described in our Privacy Policy.

14. Copyright

All content on this website, including texts, photographs, logos and route descriptions, belongs to us or is used with permission. It may not be copied or used without our prior written consent.

15. Governing law and disputes

These Terms and any contract with us are governed by the laws of the Republic of Croatia. If you are a consumer living in another country, this does not take away the protection you have under the mandatory consumer laws of your country, and you may also bring proceedings in the courts of the country where you live. Otherwise, the competent court in Dubrovnik, Croatia, has jurisdiction.

16. Changes to these Terms

We may update these Terms from time to time. The version in force at the time of your booking applies to that booking. The current version is always on this page, with the date of the last update at the top.

These Terms are also available in Croatian (Opći uvjeti poslovanja).