Sukladno članku 10. Zakona o zaštiti potrošača (NN 19/22, 56/23) i članku 6. stavku 3. Zakona o pružanju usluga u turizmu (NN 130/17, 25/19, 98/19, 42/20, 70/21, 156/23), obavještavamo potrošače da nezadovoljstvo u odnosu na pruženu uslugu mogu iskazati pisanim prigovorom.

Prigovor možete podnijeti:

• elektroničkom poštom na adresu: kaleta@kaleta.hr
• poštom na adresu: KALETA, obrt za trgovinu i turizam i turistička agencija, vl. Andrej Ćurčić, Korčula, Plokata 19. travnja 1921. br. 36
• osobno u poslovnici Agencije, uz izdavanje potvrde o zaprimljenom prigovoru.

Odgovor na vaš prigovor dat ćemo u pisanom obliku najkasnije u roku od 15 dana od dana zaprimanja prigovora.

Kako bismo prigovor mogli obraditi što brže, molimo da u pisanom prigovoru navedete:

1. ime i prezime korisnika usluge,
2. adresu korisnika usluge,
3. kontakt (telefon i/ili e-mail),
4. uslugu na koju se prigovor odnosi (npr. najam bicikla, skutera, automobila, plovila, izlet) i datum korištenja usluge,
5. opis razloga prigovora.

Preporučujemo da nedostatke prijavite odmah tijekom korištenja usluge, kako bismo ih mogli otkloniti na licu mjesta.

Posebnom regulativom Europske unije sporove vezane uz online kupnju moguće je riješiti putem ODR platforme (Online Dispute Resolution) Europske komisije, dostupne na poveznici: https://ec.europa.eu/consumers/odr/

Platformu mogu koristiti i potrošači i trgovci, a prigovor je moguće podnijeti na bilo kojem od službenih jezika EU.

In accordance with Article 10 of the Croatian Consumer Protection Act (Official Gazette 19/22, 56/23) and Article 6(3) of the Act on the Provision of Tourism Services (Official Gazette 130/17, 25/19, 98/19, 42/20, 70/21, 156/23), we inform consumers that they may express dissatisfaction with a service provided by submitting a written complaint.

You can submit a complaint:

• by e-mail to: kaleta@kaleta.hr
• by post to: KALETA, obrt za trgovinu i turizam i turistička agencija, vl. Andrej Ćurčić, Korčula, Plokata 19. travnja 1921. br. 36
• in person at the Agency’s office, where you will receive a confirmation of receipt of your complaint.

We will respond to your complaint in writing within 15 days of its receipt at the latest.

To help us process your complaint as quickly as possible, please include the following in your written complaint:

1. name and surname of the service user,
2. address of the service user,
3. contact details (phone and/or e-mail),
4. the service the complaint relates to (e.g. bike, scooter, car, or boat rental, tour) and the date of use,
5. a description of the reasons for the complaint.

We recommend reporting any deficiencies immediately during the use of the service, so that we can remedy them on the spot.

Under EU regulations, disputes related to online purchases can be resolved through the European Commission’s ODR (Online Dispute Resolution) platform, available at: https://ec.europa.eu/consumers/odr/

The platform can be used by both consumers and traders, and complaints can be submitted in any of the official EU languages.