TERMS AND CONDITIONS

Terms and conditions Bananaway webshop TERMS AND CONDITIONS FOR TRAVEL PACKAGES Terms and conditions - sup and sail Cancellation and Refund Policy for Bananaway SUP Tours Website Terms and conditions of use & gdpr compliance

terms and conditions bananaway webshop

Prices

All prices are given in EUR and include value added tax VAT. Prices are confirmed for the ordering day and can change daily without previous notice. Prices marked as »instead of« are old primary selling prices of articles in our shops.

Good price guarantee

If you find the product that you like at any other Slovenian retailer for a better price than in our shop then we are going to give you the same product for the same price as them.

All that you have to do is to provide the other retailer’s offer via e-mail.

The Best price guarantee is only valid for the products from regular sales under the condition that the item is actually obtainable. The guarantee does not include any items from private sales, auction platforms, closing down sales or through other non regular retail channels.

Orders-Buyers guide

  1. Orders can be placed 7 days a week/ 24 hours a day. Before you place your order, you can modify the contents of your shopping cart. You can add additional items, modify the amount of items, or delete items. When you are convinced you want to purchase the items in the shopping cart, click on »order«. 
    If this is the first time you are buying at our online store, you will have to click on »create account«. If you have already registered, just enter your email address and your password. As a registered user, you will be able to review your orders. Check if your delivery-address and telephone number is correct, as they will be needed for the purpose of communication at the delivery of goods. In the menu delivery you can check the cost of delivery. Confirm your purchase by clicking »confirm order«. The confirmation of your purchase will be immediately sent to your email address. 
  2. Order confirmed-contract made 
    The seller looks through the order in 48 hours, checks delivery and confirms or refuses the order with a given reason. The seller reserves the right to call the purchaser on his phone number By order confirmation, the seller informs the purchaser of possible delivery time by email.
  3. Product dispatched 
    The seller packs and dispatches product(s) in promised time together with the original receipt, users’ manual and warranty.

Payment & Delivery

Payment for orders, destined to non-Slovenian addresses must be made by:

  • cash on delivery (Croatian customers only)
  • bank transfer
  • payment by credit card(Visa & Mastercard)
  • payment via PayPal

Using bank transfer to the following account:

IBAN:

SI56 6100 0000 9157 050

BIC:

HDELSI22

Bank:

Delavska Hranilnica

Account holder: 

Eurora, d.o.o.

Purpose:

Order No.

When an order is placed, we will send you an email with all the necessary payment details.

  • In the case of bank transfer the purchaser – after confirmation of purchase- receives invoice via email. The goods are shipped after receiving payment confirmation or after receiving funds at the account of the seller.
  • In the case of payment by credit card, the goods are shipped to the purchaser the next business day. 

We guarantee prompt delivery (for all locations outside Slovenia within 3-5 business days) of all ordered items that are in stock. All items that are marked with a shopping cart during the process of your online purchase are at the moment in stock at our store. An exception may occur, if there are several orders of the last existing items.  In this case, the priority in delivery has the first order received. Of course we will do our best to deliver all other orders as well. 

Delivery to Croatia will be made in 2 business days max (except islands – 3 business days) of all ordered items that are in stock.  

In case you wish to purchase a related product but cannot locate it in our shop, please contact us via email or phone.  

The delivery of ordered goods is executed by our contracting partner GLS. All orders will be shipped the same or the next working day (under the condition, the items are in stock). Shipping is not available on Saturdays, Sundays and on holidays. In case you have any special requests you are kindly asked to note them down in the section ‘’comments’’ located at the bottom of the order.  

Delivery is done to the address you have stated with your registration or order. In case you are not at home at the delivery time, the deliverer will arrange with you another time of delivery without extra cost. In case we run out of stock, we will let you know immediately and suggest other similar products or will let you know of the possible delivery time for the ordered items. It is also possible to collect the ordered products personally in our shop.

The cost of delivery for orders under 100 EUR is 10 EUR, and for orders higher than 100 EUR delivery is FREE. These prices are given for worldwide orders.  

The cost of delivery to Croatia for orders under 50 EUR is 5 EUR, and for orders higher than 50 EUR delivery is FREE. These prices are given only for Croatian customers.

Right to cancel

You have the right to cancel this contract within 14 days without giving any reason.

The cancellation period will expire after 14 days from the day on which you acquire, or a third party other than the carrier and indicated by you acquires, physical possession of the last good.

To exercise the right to cancel, you must inform us (Eurora d.o.o., Podmilscakova 46, 1000 Ljubljana, Slovenia [email protected], Phone number: + 386 70 285 228) of your decision to cancel this contract by a clear statement (e.g. a letter sent by post or e-mail). You may use the model cancellation form at the bottom, but it is not obligatory. To meet the cancellation deadline, it is sufficient for you to send your communication concerning your exercise of the right to cancel before the cancellation period has expired.

The contract resignation form for purchased items:

 

To: Eurora d.o.o., Podmilscakova 46, 1000 Ljubljana, Slovenia
[email protected]

I/we (*) hereby revoke the contract concluded with me/us (*) for the purchase of the following goods (*)/the performance of the following service (*):

Ordered on (*) received at (*):

Name of Consumer:

Consumer’s address:

Consumer’s signature (only for notification on paper):

Date:

Effects of cancellation

If you cancel this contract, we will reimburse to you all payments received from you, including the costs of delivery (except for the supplementary costs arising if you chose a type of delivery other than the least expensive type of standard delivery offered by us). We may make a deduction from the reimbursement for loss in value of any goods supplied, if the loss is the result of unnecessary handling by you. We will make the reimbursement without undue delay, and not later than – (a) 14 days after the day we receive back from you any goods supplied, or (b) (if earlier) 14 days after the day you provide evidence that you have returned the goods, or (c) if there were no goods supplied, 14 days after the day on which we are informed about your decision to cancel this contract. We will make the reimbursement using the same means of payment as you used for the initial transaction, unless you have expressly agreed otherwise; in any event, you will not incur any fees as a result of the reimbursement.

We may withhold reimbursement until we have received the goods back or you have supplied evidence of having sent back the goods, whichever is the earliest.

You shall send back the goods or hand them over to us without undue delay and in any event not later than 14 days from the day on which you communicate your cancellation from this contract to us. The deadline is met if you send back the goods before the period of 14 days has expired.

You will have to bear the direct cost of returning the goods.

You are only liable for any diminished value of the goods resulting from the handling other than what is necessary to establish the nature, characteristics and functioning of the goods.

Return of Damaged Goods

In case the goods are damaged, its content is missing or is showing the signs of being open; the purchaser has to initiate the procedure of complaint at the contracting business partner for delivery, namely GLS. Together we will make sure that the complaint will be solved as quickly as possible. 

Complaint

If the goods do not have features that the seller explicitly promised, if the seller sent the wrong product, the wrong quantity, color, or if goods otherwise deviate from the purchaser’s order, the purchaser is entitled to claim the goods. After prior agreement with the seller, the goods can be returned by post or be brought to the store personally. 

Warranty

The manufacturer is in compliance with the law obliged to provide the purchaser a guarantee for the proper functioning of the purchased goods. The purchaser can claim the warranty directly at the manufacturer or their authorized service center. The purchaser can claim the warranty with a warranty certificate and the receipt of the seller. 

The manufacturer is obliged to perform warranty service within 45 days of receiving the goods, or otherwise, replace the item with another equivalent intact item. The purchaser may also exercise the warranty from the seller, but even in this case the provision of the preceding paragraph is valid.

Damaged or defective goods

Consumer protection laws define damaged or defective goods as:

  • Goods that do not have the necessary characteristics for their normal use;
  • Goods that do not have the necessary characteristics for a particular use – such use is known to the seller – for which purchase was done;
  • Goods that do not have the characteristics and features that were explicitly or implicitly agreed and defined for them;
  • Goods that do not match the samples or models, unless the sample has been displayed for informative purposes only.

Managing the damaged or defective goods

The buyer is obliged to inform us about the potential damage or defects using a detailed description within a statutory time period. He/she must also enable us to inspect the damaged or defective item. Please use this form to report damaged or defective goods.

The right to exercise any errors in goods is governed by the Slovenian ZVPot (consumer protection) law.

Warranty

The manufacturer is in compliance with the law obliged to provide the purchaser a guarantee for the proper functioning of the purchased goods. The purchaser can claim the warranty directly at the manufacturer or their authorized service center. The purchaser can claim the warranty with a warranty certificate and the receipt of the seller.

The manufacturer is obliged to perform warranty service within 45 days of receiving the goods, or otherwise, replace the item with another equivalent intact item. The purchaser may also exercise the warranty from the seller, but even in this case the provision of the preceding paragraph is valid.

Gift Vouchers

Redeeming a Gift Voucher:

  • Inside your shopping cart, featuring the selected item, you will find a box to enter gift voucher code.
  • Enter the ten-digit gift code, which can be found on the back of your gift voucher, into the code/certificate box
  • By clicking the button to the right, the gift voucher is activated
  • If the code is correct, the system will automatically deduct the amount of gift voucher from the sum total of your order
  • If the code is not correct, the system will notify you, that the code you entered is incorrect.

*  You can use several gift vouchers for an individual purchase. Substituting gift vouchers for cash is not possible. In some cases, gift vouchers cannot be combined with promotional codes. Gift vouchers are valid for 12 months after issue date and they can be redeemed within that time.

Promotional codes

Redeeming a promotional code:

  • Inside your shopping cart, featuring the selected item, you will find a field to enter the promotional code
  • Enter the promotional code into the code/certificate box
  • By clicking the button to the right you activate the code
  • If the code is correct, the system will automatically take into account the discount represented by the entered code
  • If the code is not correct, the system will notify you, that the code you entered is incorrect.

Only one promotional code can be used for an individual purchase. Some promotional codes cannot be combined with gift vouchers.

* promotional codes are not eligible for products with “insted of” price except for codes that are valid for entire purchase.

Complaints and disagreements

The seller respects the existing consumer protection laws. The seller shall confirm within 5 working days that they had received the complaint and will inform the customer about the procedure.

The provider is aware that the essential characteristic of a consumer dispute, especially when solving the case in court, is the asymmetry between the value of the claim and the costs that are caused by resolving the dispute. This is also the major reason to avoid any procedures in court. Therefore, the provider should do its best to solve any dispute using a mutual agreement.

In case of an issue, the buyers are encouraged to contact the seller company Eurora d.o.o.., on the telephone +386 70 285 228 or via e-mail address [email protected] Appeals must be submitted via email address [email protected] or in writing at the company headquarters: Eurora d.o.o., Podmilscakova 46, 1000 Ljubljana, Slovenia

Out-of-court settlement of consumer disputes

In accordance with legal norms, company Eurora d.o.o. does not recognize any extra-judicial settler of consumer disputes as being responsible for resolving the disputes, which the consumer can trigger in accordance with the Act on the extra-judicial settlement of consumer disputes.

In accordance with EU regulation No. 524/2013 of the European Parliament, the Council on online dispute resolution for consumer disputes and amending Regulation (EC) No. 2016/2004 in Directive 2009/22 / EC, the company Eurora d.o.o. presents a website link to the platform for online dispute resolution (ODR). The platform is available to consumers here: https://webgate.ec.europa.eu/odr/main/index.cfm?event=main.home.show&lng=EN.

 

TERMS AND CONDITIONS FOR TRAVEL PACKAGES 

1. General conditions

This terms and conditions are valid for tourist packages between Eurora d.o.o. or selected group of managers and between a customer. Terms and conditions are valid for tourist packages of BANANAWAY GREMO! brand, which are mediated by Eurora.

2. Booking

You may book your trip with Eurora agency, via Bananaway website, Bananaway e-mail, by phone or skype, whatsapp, wiber, or with other authorized agents.

The first person named on your booking form is the “Lead Name”, who must be at least 18 years old. The lead must be authorised to make the booking on the basis of these booking conditions by all the persons named on the booking. By making the booking, the Lead Name confirms that he/she is so authorised and the persons named on the booking agree to be subject to these booking conditions. The lead name is responsible for making all payments. Any payment made by another person named on the booking shall be treated as if made by the Lead Name.

Once we have received your full inquiry, the final offer, giving details of the property, activites and other booking information will be transmitted to the Lead Name by e-mail no later than 72 hours after having received your details.

Any person who is under 18 years old must be accompanied by an adult on his or her journey. There may be other restrictions and conditions on some offers, but these are explained in the details of those offers. When you or (if you are booking through a travel agent) your travel agent ask for your booking to be confirmed, we will confirm the booking there and then, and set aside your chosen accommodation, holiday or transport for you. Next, we will send you or your travel agent a Confirmation Invoice within 14 days. We may not be able to confirm some of our ground arrangements straight away (e.g. bespoke accommodation, tours etc). In these instances we may issue a Confirmation Invoice. However, a contract for arrangements that have not been confirmed on that invoice will only be made when we have sent you written confirmation that those additional arrangements have been completed. If there is any change to any of the details discussed at the time of booking, before the Confirmation Invoice is issued, we will notify you promptly of any new or changed details, including a change to the total price (if any). If any detail on the Confirmation Invoice is not correct tell us or your travel agent immediately. If there is an obvious error on the Confirmation Invoice we reserve the right to correct it as soon as we become aware of it, but we will do this within 7 days of issuing the Confirmation Invoice or, if your departure is within 7 days, no later than 24 hours before you go. If any of these changes are not acceptable then you will be entitled to a full refund.

3. The Price 

All prices we advertise are accurate at the date published, but we reserve the right to change any of those prices from time to time. Prices include a cost for fuel that was estimated at the date of this publication. We reserve the right to add a fuel supplement to holiday prices should this increase after the date of this publication. Prices can go up or down. We will be able to tell you or your travel agent the up-to-date price of your chosen travel arrangements and of any other services advertised by us before confirming your booking. We reserve the right to increase the price of your holiday after you have booked but no later than 30 days before the departure date stipulated and will forward an Amendment Invoice reflecting any changes made. After a Confirmation Invoice has been sent to you, any increase to your holiday price will be as the result of changes in our costs of supplying your holiday resulting from transportation charges, (fuel, airport charges, scheduled air fares and other transport charges which form part of our contract with the transport provider), currency fluctuations and government action. An administration charge and any relevant travel agent’s commission is included within these amounts. If the increase would be 2% or less of the holiday price shown on your Confirmation Invoice (excluding insurance premiums and any amendment charges), we will absorb the changes in our costs described above and will only pass on any increase above that level. If any change in our costs would cause a reduction in your holiday price, we will not make refunds of amounts less than 2% of your holiday price (calculated as above), but we will refund in full amounts exceeding such 2%, after deducting an administration charge of €1. If the increase is more than 10% of the holiday price (calculated as above), then:

  • 1. You may cancel your holiday booking within 14 days of the Amendment Invoice date and receive a refund of all monies paid to us except any amendment charges; we will only consider an appropriate refund of insurance premium paid if you can show us that you are unable to transfer or reuse your policy; and
  • 2. the increase will be considered a Major Change as described in section 5 below and, unless you choose to cancel under paragraph 1 above, you will be entitled to the alternatives set out in section 4 for those circumstances, but in either case you will receive compensation in accordance with section 5.

The price quoted on the last Amendment Invoice issued is guaranteed, unless you change your holiday booking. Any increases in our costs which occur after the last Amendment Invoice has been sent will be borne by us. Should you instruct your credit/debit card company to “charge back” any payment(s) properly due from you in respect of your booking, we will charge you a fee of €10 per incident and associated costs. We further reserve the right to cancel your booking and/or take legal action against you for all outstanding payment(s).

4. If We Cancel Your Booking

We aim to provide your holiday as booked. But if, for example, there are not enough people booked on your holiday or you do not pay the balance of the holiday price on time, we may cancel it. We reserve the right to cancel your holiday in any circumstances but if we cancel your holiday, except where this is because you have not paid, you can either have a refund or accept a replacement holiday from us of equivalent or similar standard and price, if we are able to offer you one. We may offer you a replacement holiday from another company in our group. Should you choose this option the terms and conditions of your holiday will not change and these conditions will still apply to your booking. In either case, we will pay you compensation, using the scale shown (unless we cancel your holiday because you do not pay us the balance of the holiday price or because of one of the events listed in the ‘Important Note – Events Beyond Our Control’) and we will always refund the difference in price if the replacement holiday is of a lower standard and price. We will not cancel your holiday less than 12 weeks before you go, unless this is the result of one of the events in the ‘Important Note – Events Beyond Our Control’.

5. If We Change Your Booking Details

We hope that we will not have to make any change to your holiday but, because our holidays are planned many months in advance, we sometimes do need to make changes. We reserve the right to do this at any time. We will let you or your travel agent know about any important changes when you book. If you have already booked, we will let you know as soon as we can, if there is time before your departure. Flight timings shown by us are for guidance only and may change. Occasionally it may be necessary to change the aircraft type for your flight which may mean that some facilities such as in-flight entertainment or the advertised seat pitch may not be available. Where we are unable to provide a seat option that you have paid for we will refund the amount you have paid. Your Confirmation Invoice will show the latest planned timings. Your actual flight timings will be shown on your ticket (including any e-ticket itinerary), which you should check carefully as soon as you receive it.

6. Major Changes To Your Holiday

Occasionally, we have to make major changes to the flight or accommodation making up your holiday with us. Major changes to your holiday for which we will pay compensation unless the change is for reasons beyond our control (see ‘Important Note – Events Beyond Our Control’), using the scale shown, may include the following changes: a significant change of destination; a change in accommodation, a change in the time of our trip. A delay to your flight within 24 hours before you are due to depart will not be considered a major change unless the delay is for more than 24 hours. These changes are only examples and there may be other significant changes which constitute major changes. If we tell you about any of these changes after we have confirmed your holiday booking, you may either:

  • accept the new arrangements offered by us; or
  • accept a replacement holiday from us of equivalent or similar standard and price, at the date of the change, if we are able to offer you one. Should you choose this option the terms and conditions of your holiday will not change and these conditions still apply to your booking; or
  • cancel your holiday with us and receive a full refund of all monies paid. Either way, we will pay you compensation, using the Compensation table shown, unless the change is for reasons beyond our control (see the ‘Important Note – Events Beyond Our Control’) and we will always refund the difference in price if the replacement holiday is of a lower standard and price, at the date of the change. This standard payment will not affect your statutory or other legal rights. We will only make one payment for each full-fare-paying adult in the holiday booking. 

7. Important Note – Events Beyond Our Control

Events beyond our control include: war, threat of war, riots, civil disturbances, terrorist activity and its consequences, industrial disputes, natural and nuclear disasters, fire, epidemics, health risks and pandemics, unavoidable and unforeseeable technical problems with transport for reasons beyond our control or that of our suppliers; closed or congested airports or ports, hurricanes and other actual or potential severe weather conditions, and any other similar events. In February 2005 a new Europe-wide law relating to denied boarding, delays and cancellation of flights came into force. This law granted rights to passengers including in certain circumstances the right to cancel their flight and receive reimbursement of the cost of the flight from their airline. Full details of these rights is publicised at EU airports and is also available from affected airlines. However, you should note that reimbursement of the cost of a flight that forms part of your holiday is the responsibility of your holiday airline and will not automatically entitle you to reimbursement of the cost of your holiday from us.

8. Paying For Your Travel Arrangements

You will be required to pay a deposit of 30% of the total price to us for each person when you book unless this is within 8 weeks of departure when the full amount for the booking is payable. The deposit amount will be specified by us or your travel agent when your booking is made. If it is not specified then it will be the amount that we ask you to pay when you book, even if this is 100% of the price. If you pay less than the deposit under a low deposit booking scheme, then this is only part of the deposit referred to in this paragraph. The remaining deposit will be due on cancellation or date specified at time of booking or on your confirmation invoice Please note your booking deposit may be increased or there may be a charge payable for some accommodation, holidays or flight bookings where it is necessary to secure specific facilities with full payment at the time of booking, e.g specific types of airline tickets. Once confirmed, the booking deposit, additional charges paid and insurance premiums will not be refunded in the event of cancellation except in the circumstances specified in Sections 2, 3 or 4 or as otherwise required by law. This is your only commitment until 12 weeks before you go. Within two weeks of booking, we will send you a Confirmation Invoice showing how much you owe us. You must pay the amount on the last Invoice issued by us, at least 6 weeks before you go on holiday. If you don’t, we reserve the right to treat your booking as cancelled and to charge you a cancellation charge up to 100% of the total on that last Invoice, in accordance with the scale in section 12. If you pay money for your booking to a travel agent appointed by us, they will hold that money as our agent from the time they receive it until they pay the money to us. Telephone bookings may incur an additional charge, check at time of booking. If your payment is made by credit card via paypal a fee will apply, please check fee at time of booking. We do not accept personal cheques, only building society and bankers’ drafts will be accepted.

1. You must ensure all names and details are entered correctly at the time of booking. You will receive an invoice once your booking is confirmed and must contact us straight away if there is something that you need to correct, or if you don’t receive an invoice within 7 days of confirming your booking.

2. You may transfer your booking to another person, providing the following conditions are met:

  • You authorise the change in writing
  • The new lead passenger accepts the transfer and the terms of Our Agreement
  • That person complies with the terms of the existing booking
  • That person has valid holiday insurance – you cannot transfer your holiday insurance to the new lead passenger.

We’ll charge amendment fees to change a name on a booking outside 14 days to departure; these will be added to the new invoice. The new lead passenger, and you should they fail to pay, will be responsible for the payment of any balance due on that new invoice.

3. We charge an ‘Amendment Fee’ for each detail of your booking we allow you to change, see guide to our amendment fees table below.

4. Please bear in mind that certain airlines and other transport providers treat changes as a cancellation and charge accordingly, up to 100% of the cost for that part of the arrangement. Where applicable these charges will be passed on to you.

5. When changing your holiday details, the price of your new travel arrangements will be based on the price that applies on the day you make the change. These prices may not be the same as when you first made your booking. Some accommodation is priced according to the number of people staying there. If your party size changes, we’ll recalculate your booking cost based on the new number of people going. If fewer people share the accommodation, then the cost per person may go up. This extra cost isn’t a cancellation charge, and it isn’t normally covered by insurance.

6. Some arrangements cannot be removed once they have been added to your booking. These include: transfers, flight options, children’s activities, accommodation options such as room/board upgrades and late checkout rooms. Certain extras, such as excursions, theme park tickets and airport extras may be non-refundable. We will make this clear when you book those arrangements, please check with us if you are unsure at the time of booking. A €50 per booking charge will be applied if you cancel car hire insurance more than 14 days after the initial holiday booking.

9. Guide To Our Amendment Fees

Changes

29 days or more to departure

28 – 15 days to departure

14 – 0 days to departure

To change a name, passenger or passenger type

€50 per person

€50 per person

100% of original cost

To change accommodation, flight time, airport, duration and/or to travel earlier than planned*

€50 per person

90% of original cost

100% of original cost

To travel later than planned

Cancellation charges apply – see section 12

Cancellation charges apply – see section 12

Cancellation charges apply – see section 12

10. If You Cancel Your Booking

If you want to cancel your booking, or part of it, you must contact us as soon as possible. If you have made your booking through a Travel Agency, your agent must advise us of your request to cancel. Once your booking has been cancelled you can expect to receive a cancellation invoice within 14 days. If you don’t please contact us. To cover the cost of processing your cancellation, and to compensate us for the risk that we may not be able to resell your travel arrangements, we’ll make a cancellation charge on the scale shown below. You are responsible for paying this charge. These charges are based on how many days before your booked departure we receive your cancellation notice, and are a percentage of the total cost of your booking, not including your insurance premium. If you want to cancel one or more passengers on the booking you’ll have to pay a proportion of the applicable cancellation charge for those passengers. These charges are based on how many days before your booked departure we receive your cancellation notice, and are a percentage of the total cost of your booking, not including your insurance premium. If you want to cancel one or more passengers on the booking you’ll have to pay a proportion of the applicable cancellation charge for those passengers.

  • up to 70 days – 10%
  • 69 to 63 days – 30%
  • 62 to 49 days – 50%
  • 48 to 29 days – 70%
  • 28 to 15 days – 90%
  • 15 to 0 days – 100%

Your deposit is non-refundable, even if the cancellation charge calculated is lower than the deposit amount paid. Where extra facilities or transport options are non-refundable, in part or in full, the cost of these will be added to the cancellation charge you have to pay. If you booked using a Low Deposit Offer, the full deposit amount stated on your confirmation invoice will need to be paid upon cancellation. The cancellation charge may be higher for certain travel arrangements, such as coach tours or scheduled airfares. Please ask for details of cancellation charges when you book and check your insurance policy to see if you’d be covered for the cost of any cancellation charges. If You Have A Complaint If you have a complaint about your arrangements whilst away, you must immediately notify the supplier of the service in question locally. If they are unable to resolve the problem immediately, and a member of our staff is not available, you should contact us straight away by phone/fax/email and we will endeavour to assist. If you are still not satisfied on your return home, you must write to our After Travel Customer Support at the address given in our A-Z Guide, within 28 days of returning from your holiday to allow your complaint to be investigated properly. Please write your holiday reference number on your letter, and include your daytime and evening telephone numbers. If you do not give us the opportunity to resolve any problem locally by reporting it to the supplier, or calling and informing us, then we may not be able to deal positively with any complaint on your return.

11. Conduct While Travelling

We reserve the right to refuse to accept you as a customer or continue dealing with you if we, or another person in authority, believe your behaviour is disruptive, causes unnecessary inconvenience, is threatening or abusive, you damage property, you upset, annoy, disturb, or put any other traveller or our staff or resort in any risk or danger, on the telephone, in writing or in person. If the leader of your trip or any of our agents believes that you could be disruptive or that you are suffering from a contagious disease, they can also refuse to let you proceed with your travel arrangements, restrict your movements on board, disembark you from a ship or aircraft, or remove you from your accommodation or excursion. If you are disruptive and prevented from boarding your outbound flight, we will treat your booking as cancelled by you from that moment, and you will have to pay full cancellation charges (see section 11). If this occurs overseas then you will become responsible for your own return home and any other members of your group who cannot or will not travel without you. We will not be liable for any refund, or compensation or any costs or expenses you incur. If you are refused carriage because of your behaviour, or you are under the influence of alcohol or drugs, your airline may pass on your details and date of the refusal of carriage to other airlines for their information. This in turn may make it difficult for you to book other airline tickets. In any of these circumstances no refunds or compensation will be paid to you and we may make a claim against you for any damages, costs and expenses (including legal expenses) incurred as a result of your behaviour including but not limited to (i) repairing or replacing property lost, damage or destroyed by you, (ii) compensating any passenger, crew, staff or agent affected by your actions and (iii) diverting the aircraft for the purpose of removing you from the aircraft. Criminal proceedings may also be instigated. For the purposes of this section reference to “you” or “your” includes any other person in your party.

12. Accommodation

Any accommodation we arrange for you must only be used by those people named on your Confirmation Invoice (or on latest Amendment Invoice issued). You are not allowed to share the accommodation or let anyone else stay there. You are responsible for the cost of any damage caused to your accommodation or its contents during your stay. These charges must be met by you and may have to be paid locally.

13. Contacting You

If you book via our website or have opted in other circumstances for us to contact you via email, we will communicate with you using the email address you have provided. For example, to provide your e-confirmation, e-ticket, e-cancellation, etc. We will assume that your email address is correct and that you understand the risks associated with using this form of communication. Please note that you may still have to contact us via our call centre or in writing as required in our terms and conditions.

Ljubljana, 1. januar 2015

EURORA d.o.o.

Terms and conditions – sup and sail

These Booking Terms and Conditions provided on website shall provided the basis of your contract with Eurora d.o.o., hereinafter referred to as Eurora.

DEFINITIONS AND INTERPRETATION

In these Booking Terms and Conditions, unless the context otherwise requires, the following expressions have the following meanings:

  • “Agency”, »we« – Agency Eurora
  • »SUP instructor«, »SUP guide« – Bananaway SUP instructor
  • »SUP trip« – SUP & Sail Adventure tour
  • “You”, “Your” – All persons named on the booking or added to the booking at a later time
  • “Travel arrangement”, “Holiday” – The Sup & Sail Adventure you book with agency Eurora

1. BOOKING

Bookings can be made via website www.bananaway.si or via direct contact to or affiliated travel agents.

After the completing the form on website, we will contact you and ask you for additional information, needed for completing the booking. SUP trip is booked after the first payment of 50% of the price and must be paid within 3 working days after booking. Once you have paid the first payment, the booking will be confirmed. If you do not make the first payment within 3 days (seventy two hours) after the booking, the booking will be cancelled and open for bookings by other customers.

The person(s) booking must be at least 18 years old at the time of booking and be authorised to make the booking on the basis of these Booking Conditions by all persons named on the booking and their parent or guardian for all party members who are under 18 at the time of booking.

You are obliged to provide us with information for a crew members embarking list at least 30 days prior to departure. If you book a SUP trip for other people, all correspondence will be send to you and it’s your responsibility to ensure all members on the booking, or those added at a later time, are sent the booking confirmation.

2. PAYMENT

The second payment 50% of the total price must be paid no later than 60 days before the sailing trip. 

The payments can be made via Credit Card throug PayPal or wire transfer. Your selected travel arrangements are not confirmed until you have paid the deposit. You may pay the entire amount owed in one lump sum.

We will be entitled to assume you wish to cancel your booking If all payments due are not received in full and on time.

Cancellation charges may be applicable – see Cancellations.

3. PRICE

The basic price includes all services listed in the Package includes section on Bananaway website and applies for 8 people.

Fully booked sail yacht:

  • In case the yacht is fully booked, we can guaranty that until 30 days before your departure date, the price of your booking will not be subject to any surcharges except variations in transportation costs; dues, taxes and fees; and exchange rates.
  • Within 30 days of your departure date, the price of your booking will not be subject to any surcharges.

Half booked sail yacht:

If less than 8 people booked a sailing yacht in specific period, the sup trip can still be carried out, however, surcharges apply. If this case we can find smaller 4 cabin sailing yacht and recalculate the price. 

  • Agency will absorb any increase of less than 2% of the purchase price. You will only be charged for the increase over and above 2%.
  • If a price increase for more than 10% of the cost of your booking, you will have the option of:

1) accepting the price,

2) accepting a change to another holiday if we are able to offer one (we will refund any price difference if the alternative is of a lower value) or

3) cancelling and receiving a full refund of all monies paid (excluding a one time agency charge). The decision to cancel must be provided within three days of being informed of the price increase.

4. TRANSPORT

Your booking does not include transport to and from your home country, transfers between the airport and the marina, or any other type of transport. We can find you a plane ticket and organize a transport for you for as an optional suplement.

5. CHECKING IN

The charters shall commence between 2pm – 5pm on Saturday with check-in time at 12am ending at 10am the following Saturday.

Upon arrival at your base marina, you will be required to produce proof of identification. Guests who failed to sign in online may be required to complete a lengthier check-in process.

6. DEPOSIT

The deposit is a kind of insurance that you pay to the yachting company during check-in. It is used as a security against any damages caused to the yacht during the week. If you don’t have any damages when you do the check-out of the yacht by the end of the week you will get the whole amount refunded. You can choose to pay the deposit either by card or in cash.

7. CHANGES

We reserve the right to make changes and correct advertised pricing errors at any time before your booking is confirmed. It is your responsibility to notify us in writing of any changes to confirmed bookings as soon as possible. We will not charge any admin fees for name changes, but we will have to pass on any costs incurred by ourselves or imposed by any of our suppliers for any changes by you to confirmed bookings if we are able to accommodate the change.

Due to the nature of sailing the skipper of all yacht/boat reserves the right to change course from any particular itinerary for any reason especially where it is deemed necessary in the interests of health and safety of our passengers.

8. CANCELLATIONS BY CUSTOMERS

The person(s) responsible for making the booking must notify us in writing immediately regarding cancellations and will only be effective when received by us prior to the departure date. Cancellation charges will be determined by the date we receive the cancellation notice in writing, please follow up to check if the notice has not been received and acknowledged by us.

We will work with you and our yacht charter providers to recover as much of your expense as possible, however, certain charges will be incurred. If you cancel your booking the following minimum cancellation charges (as a percentage of the total booking cost) shall apply:

  • From booking date to 61 days before event date – 50% in case we can find another customer who will take your booking,
  • between 60 days and event date – 100%.

Please note that your deposits are used to confirm the yachts you have booked with 3rd party charter companies.

9. CANCELLATION BY US

Although we strive to avoid cancellations, sometimes they are unavoidable and we must reserve the right to do so. We will notify you of any cancellations as soon as possible before departure and you will have the choice to:

  • accept the altered arrangements,
  • book alternative arrangements from us of a similar standard to the original booking if available, we will always refund the difference in price if replacement holiday is of a lower standard and price, or
  • accept the cancellation and receive a full and quick refund of all monies you have paid to us.

10. FORCE MAJEURE

Unfortunately we will not be liable for failure to perform its obligations stated in the Booking Conditions or pay any compensation if such failure is as a result of “force majeure”. For the purpose of these Booking Conditions, “force majeure” will be deemed to mean any event we as the supplier of the service could not avoid or foresee, such as nuclear disasters, civil strife, terrorist activity, industrial dispute, fire, flood, earthquake, storm, hurricane or other similar natural disasters out of our control.

11. LIABILITY

Eurora agency will fulfill its contractual obligations with you using reasonable skill and care.
Unless we breach the booking contract, this holiday is at the customer’s own risk. You will be responsible for all claims, liabilities, damages, costs and expenses suffered or incurred as a result of your breach or default in the discharge of your obligations.
Bananaway instructor will not be liable to you in any way for any damages, loss, expense, injury, illness or death if your claim resulted from:

  • Any act, omission or failure by any third party;
  • Any act, omission or failure by any employee(s), if they were not acting in the course of their employment carrying out the duties they were contracted to do with us;
  • Any incorrect information supplied by you or a party on your booking form;
  • Any of our emails being blocked by web filters or firewalls;
  • Any act, omission or failure by any of our supplier(s);
  • Any act, omission or failure of a third party not connected with the provision of your holiday and which were unforeseeable or unavoidable;
  • Any act which may result in ‘Force majeure’.

Our maximum liability for any successful claim will not exceed the price of your holiday, less any insurance claim.
We hold valid public liability insurance.

12. COMPLAINTS

We will always aim to provide you with the best holiday possible, but if a problem occurs you must report it to us as soon as possible or to the charter company manager or skipper who will try to resolve it on the spot. Failure to adhere to the above will have been deprived us of the opportunity to investigate and rectify your complaint whilst you were on your holiday and may result in your claim for compensation being lost.

13. RIGHT TO USE PHOTOS AND VIDEOS

Please note we use real people on real sailing holidays for any images we may have on our brochures, advertising materials, promotional materials and general publicity. If a photographer or another employee is taking photographs or video and you have an objection to these being used by us in this manner please make your objection known at the time.

14. BEHAVIOUR AND EARLY TERMINATION OF CONTRACT

A responsible level of behaviour and consideration is expected whilst you are on board our boats/yachts and you must comply with the boats/yachts rules and regulations. You will be liable for any damage or loss caused by you or by persons in your party whilst on board. If you or any persons in your party are deemed to be in our reasonable opinion behaving in a manner which is likely to cause danger or distress to any third party or property, we are entitled to terminate our agreement with the person(s) involved without notice or refund. We also have the right to remove the person(s) involved from the vessel and have no further responsibilities towards the person(s).

15. TRAVEL INSURANCE, MEDICAL PROBLEMS AND SPECIAL REQUESTS

It is a fundamental requirement that everyone using our services has a personal travel insurance policy. It is your responsibility to buy personal travel insurance. It should cover adventurous activities such as standup paddling and sailing. By booking, you agree that all members of your party will have comprehensive travel insurance for the duration of your trip.
It is your responsibility to consult with your physician to ensure you are physically fit and able to undertake a sailing holiday with us. You must inform us prior to departure if you or any members of your party suffer from any medical condition which could affect your holiday. You must keep any medication you may require with you at all times. You must also advise us in writing of any special requests at the time of making your booking and we will endeavour to meet those where we can. You must not sail if you are under the influence of alcohol or drugs.

16. EXCURSIONS, ACTIVITIES AND WEBSITE INFORMATION

We are not able to guarantee 100% accuracy all of the time with regards to information we provide concerning excursions and activities in the area you are visiting which do not form part of your contract with us. With regards to excursions and activities which are not part of your contract with us but which you feel are important to your holiday experience, please write to us and we will keep you informed with the latest situation, bearing in mind those services / activities are not under our control. Any information regarding excursions or activities that could be reasonably expected to affect your decision to book with us will be passed on to you when booking.

17. FLIGHTS, PASSPORTS AND VISAS

It is your responsibility to make sure that you have have the correct visas and passports. Regarding flights to Croatia we are not liable for any incidence which may occur that can interfere with your booking with us and will not refund monies for any missed/canceled flights. Any arrangements or compensation in the event of a delay or cancellation will be at the sole discretion of the airline you booked with or your personal travel insurer.

18. YACHT DETAILS

All the yacht specifications, product data and measurements are provided on our website. The pictures are for general information purposes only. Discrepancies can be possible between the yacht shown on the website and your allocated yacht. This content does not represent or warrant the full inventory of the yacht and are just presented for an overview list.

19. RESELING

We do not permit reselling of our product without prior written consent. We do work with a select group of country managers who promote SUP tour in various locations. If you believe your booking may have been resold in breach of these terms & conditions, please contact us.

General conditions are valid with 1. January 2016.

Cancellation and Refund Policy for Bananaway SUP Tours

This is Bananaway SUP tours Cancellation and Refund Policy.

1. Cancellation process

All communications relating the cancellation must be sent from the lead traveler of each booking and delivered in writing preferably by email to Bananaway team ([email protected]). Each cancellation needs to be confirmed by Bananaway representative before further action can be taken.

Cancellation fees

All cancellation fees held by Bananaway are only intended to cover our direct cost of amending and/or cancelling your tour.

2. Short and daily SUP Tours refund options
  • More than 21 days notice: 100% refund
  • Within 21 and 7 days notice: 80% refund
  • Within 6 and 2 days: 60% refund
  • Less than 48 hour notice: 0% refund

Cancellations with more than 21 days notice: you will receive a full refund. We know that you are already sad about not coming to Slovenia and hope to see you next time.

Cancellations witin 21 and 7 days notice: you will be refunded 80% of your total tour price. 20% is non-refundable, as this represents our direct cost of booking and preparing your tour.

Cancellations witin 6 and 2 days notice: you will be refunded 60% of your total tour price. 40% of the price of your trip is non-refundable, this percentage reflects our cost of booking and covers reduced ability to receive new bookings in such a short time. If cancellation is made after these time limits pass no refund is given.

3. Multiday SUP Tours refund options
  • More than 21 days notice: 80% refund
  • Within 21 and 14 days notice: 75% refund
  • Within 13 and 7 days notice: 40% refund
  • Less than 6 days notice: 0% refund

Cancellations with more than 21 days notice before arrival: you will be refunded 80% of the total tour price. 20% is non-refundable, as this represents our direct cost of booking and preparing your tour.

Cancellations within 21 and 14 days notice before arrival: you will be refunded 75% of your total tour price. 25% is non-refundable, as this represents our direct cost of canceling any arrangements made for your tour.

Cancellations within 13 and 7 days notice before arrival: you will be refunded 40% of your total tour price. 60% is non-refundable, as this represents our direct cost of accommodation, transportation booking and any arrangements made for your tour.

Cancellations with less than 6 days notice before arrival: no refund will be given if tours are canceled with less than 6 days’ notice, as Bananaway will be charged for all costs such as accommodation, transports, guides, etc.

4. Weather Condition Policy

Activities will normally operate in all but exceptional weather conditions, which means in case of heavy rain, strong river current or strong wind. Our instructurs will monitor the weather forecast and decide, if we have not cancelled the activity. Ensuring the safety of paddle-boarders is our number one priority.

If due to a bad weather forecast we need to cancel the tour, we will notify you by phone the day prior or day or morning. We will try to transfer your booking to later that day or to another day. If another date is not possible, we will give you a full refund. No refunds or transfers will be given to those who choose not to do the activity because of inclement weather, if we have not cancelled the activity.

Website Terms and conditions of use

If you continue to browse and use this website, you are agreeing to comply with and be bound by the following terms and conditions of use, which together with our privacy policy govern Eurora d.o.o. relationship with you in relation to this website. If you disagree with any part of these terms and conditions, you are not permitted to use our website.

The term ‘Eurora d.o.o’ or ‘us’ or ‘we’ refers to the owner of the website whose registered office is Podmilščakova 46, 1000 Ljubljana, Slovenia.  The term ‘you’ refers to the user or viewer of our website.

The use of this website is subject to the following terms of use:

The content of the pages of this website is for your general information and use only. It is subject to change without notice.

Neither we nor any third parties provide any warranty or guarantee as to the accuracy, timeliness, performance, completeness or suitability of the information and materials found or offered on this website for any particular purpose. You acknowledge that such information and materials may contain inaccuracies or errors and we expressly exclude liability for any such inaccuracies or errors to the fullest extent permitted by law.

Your use of any information or materials on this website is entirely at your own risk, for which we shall not be liable. It shall be your own responsibility to ensure that any products, services or information available through this website meet your specific requirements.

This website contains material which is owned by or licensed to us. This material includes, but is not limited to, the design, layout, look, appearance and graphics. Reproduction is prohibited other than in accordance with the copyright notice, which forms part of these terms and conditions.

All trade marks reproduced in this website which are not the property of, or licensed to, the operator are the property of their respective trade mark owners.

Unauthorised use of this website may give rise to a claim for damages and/or be a criminal offence.

From time to time this website may also include links to other websites. These links are provided for your convenience to provide further information. They do not signify that we endorse the website(s). We have no responsibility for the content of the linked website(s).

GDPR compliance statement

Eurora d.o.o. respects and complies with the EU General Data Protection Regulations (GDPR).

Some of the key ways we comply with these regulations are:

Consent
We explain what you’re consenting to clearly and without ‘legalese’, and ask that you explicitly consent to contact from us.

Breach Notification
In the event of a breach we will notify affected users within 72 hours of first having become aware of the breach.

Right to Access
Users can request confirmation as to whether or not personal data concerning them is being processed, where and for what purpose. Further, we shall provide a copy of the personal data, free of charge, in an electronic format.

Right to be Forgotten
Once we have compared your (the subjects’) rights to “the public interest in the availability of the data”, we may delete your personal data where you have requested this.

Data Portability
We allow you to receive the personal data concerning you, which we will provide in a ‘commonly used and machine readable format’ and you have the right to transmit that data to another ‘controller’.

Privacy by Design
We implement appropriate technical and organisational measures, in an effective way, in order to meet the requirements of this Regulation and protect the rights of data subjects’. We hold and process only the data absolutely necessary for the completion of our duties (data minimisation), as well as limiting the access to personal data to those needing to act out the processing.

Privacy policy

1. What do we do with your information?
If you choose to fill in a contact form on our website, we will store that information for 6 months and only use it for the purpose of contacting you in relation to that enquiry.

When you browse our site, we also automatically receive your computer’s internet protocol (IP) address in order to provide us with information that helps us learn about your browser and operating system.

Email marketing: With your explicit permission, we may send you emails about our products and other updates.

2. Consent
How do you get my consent?

When you provide us with personal information we ask you to explicitly consent to our collecting it and using it for that specific reason only.

If we ask for your personal information for a secondary reason, like marketing, we will either ask you directly for your expressed consent, or provide you with an opportunity to say no.

How do I withdraw my consent?

If after you opt-in, you change your mind, you may withdraw your consent for us to contact you, for the continued collection, use or disclosure of your information, at anytime, by contacting us at [email protected]

3. Disclosure
We may disclose your personal information if we are required by law to do so.

4. Data Storage
Your data is stored through Eurora’s data storage and databases. We store your data on a secure server behind a firewall.

5. Third-party services & links
In general, the third-party providers used by us will only collect, use and disclose your information to the extent necessary to allow them to perform the services they provide to us.

When you click on links on our site, they may direct you away from our site. We are not responsible for the privacy practices of other sites and encourage you to read their privacy statements.

6. Security
To protect your personal information, we take reasonable precautions and follow industry best practices to make sure it is not inappropriately lost, misused, accessed, disclosed, altered or destroyed.

7. Cookies
Here is a list of cookies that we use. We’ve listed them here so you can choose if you want to opt-out of cookies or not. Opt-out by altering your web browser’s settings to reject cookies.

Google Analytics – we use Google Analytics to measure how our siteis used by visitors and to generate reports for our own use. Google Analytics does not collect any personally identifiable information about you.

8. Changes to this privacy policy
We reserve the right to modify this privacy policy at any time, so please review it frequently. Changes and clarifications will take effect immediately upon their posting on the website. If we make material changes to this policy, we will notify you here that it has been updated, so that you are aware of what information we collect, how we use it, and under what circumstances, if any, we use and/or disclose it.

Questions and contact information
If you would like to: access, correct, amend or delete any personal information we have about you, register a complaint, or simply want more information contact our Privacy Compliance Officer at [email protected] or by mail at Eurora d.o.o. below:

FAO: Privacy Compliance Officer

Eurora d.o.o., Podmilščakova 46, 1000 Ljubljana, Slovenia