Last updated: August 2026
These Terms & Conditions govern the services provided by Hidden Gems Dubrovnik, based in Dubrovnik, Croatia.
By making a booking with us, you confirm that you have read, understood, and agree to be bound by these Terms & Conditions.
Our services include private boat tours, boat rentals, yacht rentals, Pasara boat rentals, jet ski rentals, and other experiences operating in and around Dubrovnik, Croatia.
Specific experiences may have additional requirements, restrictions, or conditions stated on their individual booking or experience pages.
Bookings may be made through our website, by email, WhatsApp, phone, or other available booking channels.
A booking is considered confirmed once Hidden Gems Dubrovnik has accepted the reservation and provided confirmation to the customer.
Prices are displayed in Euros (€) and are based on the information provided in the relevant experience or booking description.
Where online payment is available, payments may be processed securely through Stripe. Stripe handles the payment processing, and Hidden Gems Dubrovnik does not store customers’ full payment card details on its own servers.
Where payment is not made online, the applicable payment instructions will be provided to the customer at the time of booking.
We reserve the right to update our prices from time to time. Any confirmed booking will generally be honoured at the price agreed at the time of confirmation, unless changes are requested by the customer or additional charges arise from changes to the booking.
Unless a different cancellation policy is clearly stated for a specific experience, the following cancellation terms apply:
More than 48 hours before departure: Full refund of any deposit or advance payment.
24 to 48 hours before departure: 50% of any deposit or advance payment may be retained, with the remainder refunded.
Less than 24 hours before departure or no-show: Any deposit or advance payment may be non-refundable.
Refunds, where applicable, will normally be processed using the original payment method.
Depending on the payment provider and customer’s bank, refunds may take several business days to appear in the customer’s account.
If a specific experience has different cancellation terms, those terms will take precedence and will be displayed to the customer before booking where applicable.
The safety of our guests and crew is our highest priority.
If weather, sea conditions, technical circumstances, or other conditions make it unsafe or impractical to operate an experience, Hidden Gems Dubrovnik or the responsible skipper/operator may cancel, postpone, shorten, or modify the experience.
The decision to operate an experience safely rests with the responsible skipper or operator.
If Hidden Gems Dubrovnik cancels an experience due to unsafe weather or sea conditions, customers will generally be offered:
A full refund of any amount paid; or
The opportunity to reschedule the experience to another available date at no additional charge.
The final arrangements may depend on availability and the specific circumstances of the cancellation.
All guests must follow the instructions of the skipper, crew, tour guide, and other responsible staff at all times.
Failure to follow safety instructions, behaving dangerously, or interfering with the safe operation of a boat, jet ski, or other equipment may result in the experience being terminated without a refund.
Water-based activities, boating, swimming, snorkelling, jet skiing, and other outdoor or adventure activities carry inherent risks, including risks associated with weather, sea conditions, equipment, and physical activity.
Guests participate in these activities voluntarily and are expected to inform us of any relevant condition or circumstance that may affect their ability to safely participate.
To the extent permitted by applicable law, Hidden Gems Dubrovnik is not responsible for:
Loss, theft, or damage to personal belongings
Injuries resulting from failure to follow reasonable safety instructions
Damage caused by intentional or negligent misuse of equipment
Problems arising from undisclosed medical or physical conditions
Delays or changes caused by circumstances outside our reasonable control
Nothing in these Terms & Conditions excludes or limits liability where such exclusion or limitation is prohibited by applicable law.
Guests who appear to be under the influence of alcohol or drugs, or whose behaviour presents a safety risk to themselves, other guests, crew, or equipment, may be refused participation or removed from an experience without a refund, where permitted by applicable law.
Age and participation requirements may differ depending on the experience.
Unless otherwise stated on the relevant experience page:
Minors under 18 years of age must be accompanied by a parent, legal guardian, or responsible accompanying adult where required.
Where the customer is operating the boat themselves, the customer must meet all applicable Croatian legal requirements for operating the relevant vessel, including any required minimum age and valid boating licence or qualification.
Hidden Gems Dubrovnik may request appropriate identification or documentation before allowing a customer to operate a vessel.
Participants must meet the applicable legal age and licensing requirements for operating a jet ski in Croatia.
A valid identity document and/or required licence may be requested before participation.
Additional age, licence, health, or safety requirements may apply to individual experiences and will be communicated to customers where relevant.
Parents or legal guardians are responsible for ensuring that minors participating in an experience are appropriately supervised.
Depending on the experience booked, Hidden Gems Dubrovnik may provide:
Life jackets and required safety equipment
Snorkelling equipment where included
Towels where included
Drinks and/or snacks where stated in the experience description
A professional skipper or guide where applicable
Other equipment specifically listed in the relevant experience description
We generally recommend bringing:
Sunscreen and sunglasses
A hat and light clothing
Swimwear and a change of clothes
A waterproof bag or phone case for personal electronics
Any personal medication you may need
Identification or relevant licences where required for the activity
Customers are responsible for looking after their personal belongings during the experience.
If you need to change your booking, including the date, time, or number of participants, please contact us as soon as possible and preferably at least 24 hours before your scheduled departure.
Changes are subject to availability and may result in a price adjustment.
We cannot guarantee that requested changes will be possible, particularly for bookings made close to the scheduled departure time.
To request a change, contact us at:
Email: info@hiddengemsdubrovnik.com
WhatsApp / Phone: +385 95 1990 046
Customers are responsible for providing accurate information when making a booking, including the correct number of participants and any information necessary to safely provide the experience.
Customers must:
Follow instructions provided by Hidden Gems Dubrovnik and its staff
Use safety equipment as instructed
Treat boats, vehicles, equipment, and facilities with reasonable care
Behave respectfully toward staff and other guests
Inform us in advance of any relevant circumstances that may affect participation
Provide valid identification or licences where required
Additional charges may apply for damage caused by intentional or negligent misuse of equipment, to the extent permitted by applicable law.
We aim to provide every guest with a safe and enjoyable experience.
If something does not meet your expectations, please inform your skipper, guide, or Hidden Gems Dubrovnik representative as soon as possible during the experience. This gives us the opportunity to investigate the issue and, where reasonably possible, resolve it immediately.
If you wish to make a formal complaint, please contact us in writing:
Email: info@hiddengemsdubrovnik.com
We encourage complaints to be submitted as soon as possible after the experience and to include relevant booking details and a description of the issue.
We will review complaints and respond within a reasonable period.
Hidden Gems Dubrovnik shall not be responsible for delays, cancellations, or inability to provide an experience where this results from circumstances outside our reasonable control.
Such circumstances may include, but are not limited to:
Severe weather or unsafe sea conditions
Government restrictions or official orders
Natural disasters
War or civil unrest
Strikes or major disruptions
Serious technical or infrastructure failures
Port or maritime restrictions
Other unforeseen circumstances affecting the safe operation of the experience
Where an experience cannot be provided due to such circumstances, we will make reasonable efforts to offer an alternative date or other appropriate solution depending on the circumstances.
These Terms & Conditions are governed by the laws of the Republic of Croatia.
Any dispute will first be addressed through good-faith communication between the customer and Hidden Gems Dubrovnik.
Where a dispute cannot be resolved amicably, the applicable courts of the Republic of Croatia shall have jurisdiction in accordance with applicable Croatian and European consumer protection laws.
Nothing in these Terms & Conditions is intended to remove or restrict any mandatory consumer rights that apply under applicable law.
If you have questions about these Terms & Conditions, your booking, or our experiences, you can contact us at:
Business: Hidden Gems Dubrovnik
OIB: [OIB, if applicable]
Address: [Business Address, Dubrovnik, Croatia]
Email: info@hiddengemsdubrovnik.com
Phone / WhatsApp: +385 95 1990 046
Website: hiddengemsdubrovnik.com
We may update these Terms & Conditions from time to time to reflect changes to our services, booking procedures, business operations, or applicable legal requirements.
When significant changes are made, we will update the Last updated date at the top of this page.
The Terms & Conditions applicable to a booking will generally be those in effect at the time the booking is confirmed, unless a change is required by applicable law.
