Terms of Service

Last updated: January 5, 2026

1. General

These Terms of Service govern the use of the website zag-elite.com and the transport services provided by ZAG Elite d.o.o., Zagreb. By using the website and/or submitting a reservation, you accept these Terms.

2. Definitions

  • User/Client – a natural or legal person requesting and/or using the transport service.

  • Carrier – ZAG Elite d.o.o.

  • Reservation – an electronic request/offer displaying the price and route before the start of the trip.

3. Reservations and Confirmation

  • For online reservations and B2B/hotel bookings, a reservation is considered confirmed when:

    • card payment has been successfully completed, or

    • payment via bank transfer is visible on the carrier’s account, or

    • a booking confirmation has been sent electronically by the carrier to the B2B client/hotel.

  • For direct rides (outside platforms), before departure we present a fixed/contracted price and the planned route, which are visible to the client and stored after the client’s confirmation.

4. Payment

Reservations (online/B2B):

  • Card payment or bank transfer (advance payment).

  • An invoice is issued after payment and/or after the service has been completed, as agreed.

Payment in the vehicle:

  • Cards (POS) and cash.

  • The carrier reserves the right to charge before the start of transport, after the driver displays the fixed price to the client in the application (which remains unchanged unless the client requests a change of destination or service).

5. Prices, Surcharges and Taxes

  • Prices are shown inclusive of taxes unless explicitly stated otherwise.

  • Base fares, per-kilometre prices and peak/surge multipliers are applied according to the valid price list.

  • Surcharges include: Meet & Greet, waiting time, tolls/parking, special luggage, cleaning, and similar items, according to the valid price list.

  • Waiting time is charged for each 15-minute interval according to the valid price list.

  • For agreed flat routes, fixed prices and clearly stated surcharges may apply.

6. Changes and Cancellation

  • Changes to destination, amount of luggage, additional waiting time, or additional requests may affect the price. The new price is displayed and must be confirmed before continuing the trip.

  • Cancellation by the client:

    • Before reservation confirmation – free of charge.

    • After reservation confirmation and before “Start Trip” – a cancellation fee (according to the valid price list) and actual incurred costs (parking, waiting, etc.) may apply.

    • After “Start Trip” – a cancellation fee (according to the valid price list) and actual incurred costs (parking, waiting, etc.) may apply.

  • Cancellation by the carrier:

    • In cases of force majeure, vehicle breakdown, safety reasons, or inability to arrive on time, paid amounts will be refunded or an alternative date/service will be offered.

7. Client Obligations

  • The client must provide accurate information (especially contact details and locations).

  • The client must comply with regulations (mandatory seat belt use including rear seats), refrain from smoking and consuming food, alcohol or drugs in the vehicle, and behave responsibly.

  • Luggage must be securely placed. The driver may refuse transport of excessive or unsafe luggage.

8. Safety and Discretion

  • Transport is provided by a professional driver.

  • Vehicles are regularly maintained.

  • We are committed to discretion and confidentiality regarding clients’ business information.
9. Liability and Limitations

  • We are not liable for delays caused by circumstances beyond our control (traffic accidents, adverse weather conditions, official restrictions, extraordinary congestion, etc.).

  • Liability for lost or damaged items is limited to cases of our fault and in accordance with applicable law. Passengers are advised to keep valuables with them.

  • The carrier’s maximum total liability in connection with a single trip is limited to the price of that trip, unless otherwise required by law.

10. Complaints and Refunds

  • Complaints must be submitted to zagelite.transfers@gmail.com no later than 48 hours after the completion of the ride, together with the ride invoice and the electronic booking confirmation.

  • Approved refunds will be processed using the same payment method, unless otherwise agreed.

11. Intellectual Property

All content on the website is protected by copyright and may not be copied without permission.

12. Privacy and Cookies

The processing of personal data and the use of cookies are governed by the published Privacy Policy.

13. Governing Law and Disputes

The laws of the Republic of Croatia apply. We aim to resolve disputes amicably; otherwise, the competent court is the court at the carrier’s registered seat.

14. Amendments to the Terms

We reserve the right to amend these Terms. The new version becomes effective on the date of publication on the website.