If you have only sent an enquiry
You may withdraw an enquiry without a charge while no booking has been confirmed. Sending the form alone does not create a payment obligation.
If your booking is confirmed
To request a change or cancellation, email info@fromsplit.com. Include the name used for the booking, the service date and route or booking reference. If departure is approaching, also call +385 95 574 9490. We will acknowledge receipt of a written notification in writing.
The cancellation conditions provided to and accepted by you before booking confirmation apply. They set out deadlines, any charges, the treatment of advance payments and the refund procedure. You may ask for clarification of any condition before accepting the quote.
If a specific charge was not clearly agreed, we will not add it retrospectively as if it were part of your booking. Any statutory rights and obligations applicable to the particular case remain in force.
Changing the date, passenger count or route
Changes are subject to availability. Before confirming a change, we will explain any effect on the price or service. Additional costs require your acceptance of the revised quote.
Delays and no-shows
Contact us as soon as you know that you will be late or unable to attend. The quote specifies included waiting time and how delays or no-shows are handled. A cancelled or delayed flight, border congestion and a passenger no-show are assessed under the accepted conditions and applicable law; they do not by themselves justify arbitrary retention of the entire payment.
If Vector cancels or cannot provide the service
We will inform you without unnecessary delay. Where possible, we will offer a suitable alternative, which you are not required to accept where the law gives you a right to terminate or receive a refund. If the agreed service is not provided and no alternative is accepted, we refund the amount paid for the unprovided service within the applicable statutory deadline. For a partly performed service, the calculation and any refund depend on the part performed, the agreement and your statutory rights. We do not replace a refund with a compulsory voucher without your consent.
Statutory right of withdrawal
The general 14-day right to withdraw from a distance contract does not automatically apply to passenger transport contracts. A statutory exception may also apply to leisure-related services provided on a specified date or during a specified period. This is not a general exclusion of cancellation, refund or complaint rights. The actual legal nature of the particular service and applicable law determine your rights.
If a statutory right of withdrawal applies to a service we offer, we will provide the relevant notice and instructions before the contract is concluded. These terms do not restrict that right.