Complaints

The traveler has the right to submit a complaint due to the unfulfilled agreed upon service. The traveler is obligated to issue a written complaint to Puh tours within 8 days after the finalization of the trip. Complaints issued after the deadline of 8 days will not be taken into consideration. We emphasize that it is in the best interest of the traveler to perform in good will and to show good will in solving the complaint during the trip and to submit his written complaint to the service provider on the spot (front desk, transport operator, caterer or travel agency in the destination) and to seek a written confirmation from the service provider that they received the complaint. Every traveler – contract carrier, issues a complaint individually. Puh tours will not take group complaints into consideration. Puh tours is obligated to issue a written solution for the complaint within 15 days after receiving the complaint and this is to be done in the way the complaint was received (e-mail, mail or personal deliver where it will be responded to through a written package with a return receipt). Puh  tours will solve only those complaints where the traveler submits evidence that he has submitted a complaint to the service provider on the spot and that the cause could not be removed on the spot. If through the fault of Puh tours the program or a part of the service was unfulfilled, the traveler has the right to compensation to the height of the real value of the unused service and this cannot include already used services as well as the entire amount of the arrangement. In case of  last minute contracts  or  contracts where the traveller finds outthe accomodation title upon arrival at the destinaton (promotions like fortune, roulette, no name, ace, jocker...) the traveller will accept all inherent risks. Such journeys involve unpredictable conditions (Force Majeure) which Puh tours cannot control in any way. What is more, the traveller has opted for this kind of arrangement due to special price, therefore any responsibility for claims arising from this arrangement will be waived by Puh tours.

In case of disputes related to online sales and service contracts, a consumer can file a complaint or submit his dispute through an interactive platform created to resolving disputes online, accessible via the following link: http://ec.europa.eu/consumers/odr.

Until Puh tours delivers a decision, the traveler shall abandon mediation of any other person, court establishments or providing information to the media.

The parties agree that all eventual disputable situations shall be settled by agreement. In the contrary, in the event of a dispute the legally amenable court is the Court of Zagreb, where Croatian legislation shall be used. Competent authority whose official supervision is subject to the activities of tourist agencies in the performance and provision of tourism services: Ministry of Tourism - Independent Sector of Tourism Inspection, The square of Republic  of Croatia 8/1, 10000 Zagreb.

PUH-tours d.o.o.

Tratinska 13
10 000 Zagreb, Croatia
Office manager: Davor Puh

VAT NO: HR04570880273
Identification number: 3641562
ID Code: HR-AB-01-080083821

Bank details:
Raiffeisen bank Austria d.d., Petrinjska 59, 10 000 Zagreb
IBAN: HR 19 2484008 1102441673

Department contact

Rent a bus / Rent a van
Telephone: 00385 1 3015 090
E-mail: info@puh-tours.hr

Incoming
Telephone: 00385 1 3015 091
E-mail: incoming@puh-tours.hr

Group travel/MICE/Incentive
Telephone: 00385 1 3015 090
E-mail: info@puh-tours.hr

ZagrebdayTrips
Telephone: 00385 1 3877 294
E-mail: info@zagrebdaytrips.com

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