Terms & Cond.
Effective date: 5 November 2026
These Terms & Conditions apply to all tours, activities and services booked through pulaexperience.com, by email, by phone or on WhatsApp. Where the description of a specific tour states different conditions, those conditions apply to that tour.
1. Who we are
Pula Experience is operated by BOREAS TOURS, Obrt za turizam i turistička agencija, vl. Florian Burić, Vodovodna ulica 18, 52100 Pula, Croatia, OIB 86102696590 (“we”, “us”).
Some tours and activities on this website are our own. Others are operated by local partners, for whom we act as a travel agency. The description of each tour states who operates it. For tours operated by a partner, the partner is responsible for carrying out the tour, and we are responsible for handling your booking, payment and communication.
2. Booking
2.1 You can send a booking request through the booking form on this website, by email to info@pulaexperience.com, by phone or on WhatsApp at +385 977 755 590.
2.2 A booking is confirmed only when you receive our written confirmation by email. A booking made by phone or WhatsApp is confirmed in writing by email.
2.3 Please check the details in your confirmation (date, time, meeting point, number of guests) and tell us immediately if anything is wrong.
3. Prices and payment
3.1 All prices are in euro (EUR).
3.2 You can pay by card through Stripe, our secure online payment provider:
- the full price at the time of booking, or
- a deposit of 30% of the price at the time of booking, with the balance paid on the day of the tour, as agreed in your booking confirmation.
3.3 Card payments are processed by Stripe. We never see or store your full card details.
3.4 Other payment methods are possible only where agreed with us in writing.
4. Cancellation by you
4.1 Cancellations must be sent in writing to info@pulaexperience.com. A cancellation is effective from the moment we confirm receipt.
4.2 Day trips – 1 or 2 participants
- Up to 24 hours before the departure time: 100% of the amount paid is refunded.
- Less than 24 hours before the departure time, or no-show: no refund.
4.3 Day trips – 3 or more participants
- Up to 48 hours before the departure time: 100% of the amount paid is refunded.
- Less than 48 hours before the departure time, or no-show: no refund.
4.4 Private tours and multi-day programmes
- A deposit of 30% is due at booking, if the booking is made more than 60 days before departure.
- Payment in full is due 60 days before departure.
- From 60 to 7 days before departure: 70% of the tour price is refunded.
- Less than 7 days before departure, or no-show: no refund.
5. Cancellation or changes by us
5.1 Tours at sea and outdoor activities depend on weather and sea conditions. We or our partner may cancel a tour because of weather, sea conditions or safety reasons. In that case you choose between a new date and a full refund of all amounts paid, including the deposit.
5.2 Where conditions require it, we may change the route, the order of activities or the departure time. If such a change substantially alters the tour, you may cancel free of charge and receive a full refund.
5.3 We will inform you of any cancellation or change as early as possible, by email, phone or WhatsApp.
6. Force majeure
Neither party is liable for failure to perform caused by circumstances beyond its reasonable control, such as natural disasters, port closures, strikes, acts of public authorities or epidemics. In such cases you are entitled to a new date or a refund of the amounts paid.
7. Participation and safety
7.1 Please arrive at the meeting point on time. Late arrival may mean the tour leaves without you, which counts as a no-show.
7.2 Snorkeling, kayaking and other water activities require that participants can swim, unless the tour description states otherwise.
7.3 Scuba diving and other activities that require a certificate are available only to participants who show a valid certificate from a recognised training organisation.
7.4 Participants under 18 must be accompanied by a parent or another responsible adult, who is responsible for supervising them during the tour.
7.5 Please tell us before booking about any health condition, pregnancy or physical limitation that may affect your participation.
7.6 Participants must follow the instructions of the guide, skipper or instructor. The guide may exclude from the tour, without refund, any participant who puts their own safety or the safety of others at risk, including participants under the influence of alcohol or drugs.
8. Liability
8.1 For tours operated by our partners, the partner is responsible for carrying out the tour. For our own tours, we are responsible for carrying out the tour.
8.2 Participants take part in activities at their own risk, to the extent permitted by law. Nothing in these Terms limits liability for death or personal injury caused by negligence, or any other liability that cannot be limited under Croatian law.
8.3 You are responsible for your personal belongings during the tour.
8.4 We strongly recommend travel insurance that covers cancellation, accidents and medical costs.
9. Complaints
Written complaints can be handed in or sent by post to BOREAS TOURS, Vodovodna ulica 18, 52100 Pula, Croatia, or sent by email to info@pulaexperience.com. We confirm receipt without delay and reply in writing within 15 days.
10. Applicable law and disputes
10.1 These Terms are governed by Croatian law. If you are a consumer, this does not take away the protection given to you by the mandatory laws of the country where you live.
10.2 We will try to resolve any dispute amicably. If that is not possible, the competent court in Pula has jurisdiction, unless mandatory consumer protection rules provide otherwise.
11. Changes to these Terms
We may update these Terms & Conditions. The version published on this website at the time of your booking applies to that booking.
12. Contact
BOREAS TOURS, vl. Florian Burić
Vodovodna ulica 18, 52100 Pula, Croatia
Email: info@pulaexperience.com
Tel / WhatsApp: +385 977 755 590