Terms and conditions

Please read these terms and conditions carefully before making your booking. By making a booking with us, including services of our parter, you agree to be legally bound by these terms and conditions as they may be modified and posted on our web site from time to time as well as other information contained in the website and shown on your vouchers.

Istra Transfer is an travel agency registered for toursit servcie and public transportation service.


All reservations must be made at least 48 hours in advance of the transfer time. The confirmation of the booking will be e-mailed to the client once it has been accepted. Clients are asked to observe punctuality during pick up times. Cancellations/modifications must be made by the client at least 24 hours in advance of transfer in order to qualify for a refund. To secure a booking FULL payment is required.


Payments can be made via our website with a credit card (using Pay Pal). A Pay Pal Account is not required to make a payment and no extra charges will be added.


All payments are secure and we do not store credit card data of our customers after a payment has been made.


The customer can cancel the trip at any moment; however, ISTRA TRANSFER travel agency shall keep a certain percentage of the paid amount which will depend on the cancellation period, which is specified as follows:

  • 30 or more days prior to departure    – 10% of the total price of the tour
  • 29 to 22 days prior to departure        – 30% of the total price of the tour
  • 21 to 15 days prior to departure        – 40% of the total price of the tour
  • 14 to 8 days prior to departure        – 80% of the total price of the tour
  • 7 to 0 days prior to departure      – 100% of the total price of the tour
  • No-show                                          – 100% of the total price of the tour

Istra Transfer will certainly always try to accommodate its customers’ requests and return as big of an amount of the payment received as possible, depending on the terms and conditions defined by our partners and service suppliers for a specific tour programme.

Once you have booked a tour, we certainly recommend taking a travel insurance policy which would include trip cancellation or discontinuation insurance and insurance against personal injuries, lost luggage and emergency evacuation.

Insurance details shall be sent to the client once the tour has been booked


Every effort is made by the driver to get to you and to get you to your destination on time and in a safe and comfortable manor. However some circumstances beyond are control may prevent this, such as:

  • Adverse or sever weather conditionsRoad traffic accidents
  • Unforeseen traffic delays
  • Vandalism and terrorism
  • Industrial action by third parties
  • Problems caused by other customers
  • The vehicle being held or delayed by a Police officer or Government official

Transfer provider will not incur any liability what so ever in the event of delay due to circumstances out of there control.

Passengers are required to have all the necessary travel documents in accordance with the official requirements of the country which they travel to.

Information about whether you need a visa to enter the Republic of Croatia can be found on the following link: here.


In extreme circumstances and peak periods, the transfer service reserves the right to replace their vehicle with other forms of transport taxi, minibus, car etc. that will not necessarily be in traditional transfer service livery.


In the event of your flight being delayed, it is your responsibility to contact whiterides and inform us of your situation. For flight delays (arriving delays) our drivers will wait for one hour at no extra charge after the one hour there is a fee of 20.00 Euros an hour (this is to cover our drivers wages and parking fees). Please note that if you are delayed for a considerable time our driver may not be able to wait due to other transfer obligations, and it may be the case that we cannot collect you until a later time that day or other arrangements will be made at a cost to you.


Smoking is strictly prohibited in the vehicles. Children are not to be left unattended during the trip. Passengers are reminded that it is their responsibility to ensure that they are fit to travel. Passengers with a medical condition, for which they have not sought professional advice, are asked to inform the driver prior to departure.
When doing bookings online please include a note in the section “Notes” when inserting passenger details during booking. It is the passenger’s responsibility to check carefully the booking details / travel documents and inform us should any inaccuracies be found.

Passengers with special needs are to advise The Company of any requirements when effecting a reservation. Passengers are to ensure that they are in possession of all necessary (valid) documents prior to travelling. We reject every responsibility from consequences and expenses incurred by delays to desired destinations caused by traffic, border deadlock, and bad weather. Passengers are reminded to read the Terms and Conditions, which are included in the voucher.


Clients are requested to observe the no smoking rule on board.


Hazardous cargo, including dangerous weapons/illegal substances, is strictly forbidden in the vehicles. The Company/driver will fully co-operate with the appropriate Authorities to prosecute persons found in possession of forbidden items.
For any luggage which is bigger and heavier than usual has to be declined. Each passenger may take two suitcase plus one hand-carried luggage. Any lost property found aboard the transfer vehicles will be returned to our office. The transfer service do not take any responsibility for any luggage lost /stolen or damaged from their vehicles or during pick up and drop off times. Customer’s property/baggage is carried in our vehicles at the owner risk.


If you are travelling with your pets please include a note in the section “Notes” when inserting passenger details during booking. The client must be sure to be in possession of the International passport for animals. All animals should need to be transported in appropriate cages. All animals should be in possession of all vaccines required by both the point of origin and the destination country. The Company is not responsible in the event that the animal is not allowed to embark at the point of origin or to disembark at the country of destination due to lack of the necessary documents and vaccines. In such instances, the passenger travelling with the animal shall compensate the company for any eventual damages and expenses including the issuance of a return trip, if this is applicable. All dogs must be in possession of a leash and a mouth muzzle. All animals have to be announced at time of booking. The driver might, at his discretion disallow boarding of the animal irrespective if it is properly announced or in possession of all required documentation or vaccines. In such situations, The Company will not be liable to refunds of the animal and neither the passenger voucher.

Pursuant to Article 10, Paragraph 3 of the Consumer Protection Act, the Official Gazette 41/14, 110/15, written complaints about the quality of our services can be submitted in one of the following manners:

  • via e-mail sent to the following address: info@istra-transfer.com
  • via post mail to Istra Transfer, Buići 4b, 52440 Poreč, Croatia

A complaint may be submitted within 8 days of the ending of our services, and it will be replied to not later than 15 days from the receipt of the complaint at the address specified in the complaint as the “reply to” address.

Office manager: SLAVKO KNEŽEVIĆ