Terms of service

Scope

These terms govern the relationship between the road passenger transport provider (hereinafter: Mundo Transfer) and the customer booking transport via this site or by phone. By using the site and submitting a reservation, you confirm that you have read and understood these terms.

Reservations

Reservations can be made via the online form, e-mail, phone or WhatsApp. A reservation is considered confirmed only once Mundo Transfer sends a written confirmation (an e-mail or a WhatsApp message). The confirmation states all relevant details: date and time, pickup and drop-off, passenger count, vehicle and total price.

Prices and payment

Prices are in EUR and include VAT, tolls, parking, vignettes and free airport waiting time (60 minutes from the scheduled landing time). Payment is made in cash or by card to the driver upon completion of the service. Business customers may pay by invoice — contact us for details. Payment via the website is currently not available.

Right of withdrawal

The transport service is booked for a specific date and time and is therefore, under the Croatian Consumer Protection Act, exempt from the consumer's right to withdraw from a distance contract within 14 days. This means that once a reservation is confirmed you do not have a statutory right to withdraw from the contract without giving a reason and receive a full refund. Instead, the cancellation policy set out in the next section applies.

Cancellations and changes

Cancellation free of charge is possible up to 24 hours before the agreed time. Cancellation within 24 hours is subject to a fee of 50% of the reservation amount, and failure to appear at the agreed pickup point without prior cancellation is subject to the full amount. We will do our best to accommodate date or destination changes free of charge, depending on availability.

Passengers and luggage

The price is set per vehicle, not per passenger. A sedan can seat up to 3 adults; a van up to 8, depending on configuration. Standard luggage (1 large suitcase and 1 carry-on per passenger) is included. For special requirements (child seats, oversized luggage, pets) please notify us at the time of booking.

Delays and unforeseen circumstances

In the event of delays due to weather, traffic or road closures, Mundo Transfer takes all reasonable measures to inform the customer in advance and to make up the time. Mundo Transfer is not liable for missed flights or other scheduled commitments in cases of force majeure (severe weather, traffic accidents, road closures carried out by competent authorities).

Liability

Mundo Transfer holds valid passenger transport insurance in accordance with the laws of the Republic of Croatia. Every driver holds a driving licence of the appropriate category and a passenger transport licence. The customer is required to follow the driver's safety instructions (seatbelts, child seats, and the like).

Complaints

In accordance with the Croatian Consumer Protection Act, you may submit a complaint about the service in writing — by e-mail to info@mundotransfer.hr or by post to our registered office. We recommend submitting any complaint without undue delay after the service is completed so we can resolve it as easily as possible. We will reply to a received written complaint in writing within 15 days of receipt, clearly stating whether we accept that it is justified. We keep a record of received written complaints in accordance with the law.

If you are not satisfied with our reply, or we fail to provide one within that period, you may also try to resolve the dispute out of court through the competent body for alternative consumer dispute resolution (for example, the Mediation Centre of the Croatian Chamber of Commerce), in accordance with the Act on Alternative Resolution of Consumer Disputes. Participation in out-of-court proceedings is voluntary for both parties.

Final provisions

Anything not explicitly covered by these terms is governed by the Road Transport Act, the Civil Obligations Act, the Consumer Protection Act and other applicable laws of the Republic of Croatia. Disputes are governed by the law of the Republic of Croatia; a consumer may bring a claim before the court with jurisdiction over their place of residence or the court of the company's registered office, in accordance with the Civil Procedure Act.