The Croatian text is the legally binding version of these General Terms and Conditions. The English translation is provided for informational purposes only.

Article 1 – Definitions

For the purposes of these General Terms and Conditions, the following terms shall have the meanings set out below:

Carrier – KAPETAN LUKA KRILO d.o.o. (OIB: 00186984900), with its registered office at Poljička cesta Suhi Potok 28, 21314 Krilo Jesenice, engaged in the activity of maritime passenger and luggage transport on high-speed vessel lines in the Republic of Croatia.
Passenger – any natural person who uses the transport service on the basis of a purchased travel ticket or by other lawful means.
Travel ticket – a document (in printed or electronic form) evidencing the concluded contract of carriage between the Carrier and the Passenger, authorizing the Passenger to use the transport service for a specific route, date, and departure time.
Luggage – items that the Passenger carries, including hand luggage and checked luggage. Hand luggage is luggage that the Passenger keeps with them during the voyage. Checked luggage is luggage placed in the designated storage area on the vessel.
Vessel – a high-speed type vessel used by the Carrier for the transport of passengers and luggage on scheduled lines.
Route – a predetermined sailing course between the port of departure and the port of destination, including any intermediate stops.
Sailing schedule – the official timetable of departures and arrivals of the Carrier's vessels published on the website www.krilo.hr and at ticket offices.

Article 2 – Transport of Passengers and Luggage

The Carrier provides passenger and luggage transport in accordance with the published sailing schedule, these General Terms and Conditions, and applicable legislation of the Republic of Croatia and the European Union.

The Passenger is required to hold a valid travel ticket for the relevant route, date, and departure time. The travel ticket is valid exclusively for the route, date, and time stated thereon and is non-transferable.

A Passenger who does not hold a valid travel ticket is not entitled to board. If it is established that a Passenger has boarded without a valid travel ticket, the Carrier has the right to charge the full ticket price plus a surcharge in the amount determined by the Carrier's price list.

Each Passenger is entitled to free carriage of hand luggage up to 10 kg. Checked luggage up to 20 kg per passenger is carried free of charge. For luggage exceeding these limits, the Carrier has the right to charge an additional fee in accordance with its price list.

The Carrier does not assume liability for the Passenger's hand luggage. For checked luggage, the Carrier is liable from the moment of acceptance until the moment of delivery to the Passenger at the port of destination, in accordance with applicable regulations.

It is prohibited to carry dangerous substances, explosives, flammable liquids, weapons, and other items that may endanger the safety of passengers and the vessel in luggage.

Article 3 – Cancellation or Delay

The Carrier reserves the right to cancel or alter the sailing schedule in the event of adverse weather conditions, technical reasons, decisions by competent authorities, or other circumstances beyond the Carrier's control.

In the event of cancellation by the Carrier, the Passenger has the right to:

be rerouted on the next available sailing at no additional charge, or
a full refund of the ticket price.

In the event of a delay exceeding 90 minutes from the scheduled departure time, the Passenger is entitled to a full refund of the ticket price if they choose not to travel.

The Carrier shall not be liable for indirect damages, lost profits, or other consequential costs arising from cancellation or delay of a sailing.

A Passenger wishing to claim a refund in the event of cancellation or significant delay must submit a request via email to refund@krilo.hr.

Article 4 – Complaints

The Passenger has the right to submit a complaint to the Carrier regarding the transport service provided.

Complaints must be submitted in writing, via email to support@krilo.hr or by post to the Carrier's registered office address, no later than 30 days from the date of the voyage to which the complaint relates.

The Carrier is obliged to respond to the complaint within 30 days of receipt. If the resolution of the complaint requires additional time, the Carrier shall inform the Passenger of the reasons for the delay and the expected timeframe for a final decision.

If the Passenger is not satisfied with the Carrier's response, they have the right to contact the competent consumer protection authorities in the Republic of Croatia or initiate court proceedings before the competent court.

Article 5 – Force Majeure

The Carrier shall be released from liability for non-performance or delayed performance of obligations under the contract of carriage if such non-performance or delay is caused by force majeure.

For the purposes of these General Terms, force majeure shall mean extraordinary circumstances that occurred after the conclusion of the contract of carriage and which the Carrier could not foresee or prevent, including but not limited to:

adverse weather conditions (storms, strong winds, fog, high waves, etc.),
natural disasters (earthquakes, floods, fires, etc.),
military operations, terrorist attacks, insurrections, or civil unrest,
decisions and measures of competent authorities (port closures, navigation bans, quarantine, etc.),
epidemics and pandemics,
strikes and industrial actions that the Carrier could not prevent,
technical failures endangering navigation safety that are not the result of failure in regular vessel maintenance.

In the event of force majeure, the Carrier shall without delay inform passengers of the circumstances via its website, at ticket offices, and where possible, via email or SMS.

Article 6 – Persons with Disabilities and Persons with Reduced Mobility

The Carrier ensures the right to transport for persons with disabilities and persons with reduced mobility in accordance with Regulation (EU) No 1177/2010 of the European Parliament and of the Council on the rights of passengers travelling by sea and inland waterway.

Persons with disabilities and persons with reduced mobility are entitled to free assistance during boarding, disembarkation, and throughout the voyage. It is recommended that the Passenger notify the Carrier of their specific needs at least 48 hours before the scheduled departure so that the Carrier can provide appropriate assistance.

The Carrier may refuse to carry a person with a disability or a person with reduced mobility only if the structure of the vessel or the port infrastructure is such that boarding, carriage, or disembarkation of that person cannot be carried out safely. In such cases, the Carrier shall make every reasonable effort to offer an acceptable alternative.

Mobility aids (wheelchairs, walkers, etc.) are carried free of charge and are placed in the designated area on the vessel.

Article 7 – Transport of Children

Children under 12 years of age may travel only when accompanied by an adult (over 18 years of age). The Carrier does not accept unaccompanied children for transport.

Children under 3 years of age travel free of charge, without the right to a separate seat, accompanied by an adult holding a valid travel ticket.

Children aged 3 to 11 (inclusive) are entitled to a discount on the ticket price in accordance with the Carrier's current price list. The child's age is determined as of the date of travel.

The accompanying adult is responsible for the child's behavior and safety throughout the entire voyage.

Article 8 – Right to Refuse Carriage

The Carrier has the right to refuse carriage to a Passenger in the following cases:

if the Passenger does not hold a valid travel ticket for the relevant route, date, and departure time,
if the Passenger is under the influence of alcohol or narcotics to the extent that it endangers their own safety or the safety of other passengers and crew,
if the Passenger's behavior endangers safety or disrupts order on the vessel,
if the Passenger is carrying items prohibited from transport (weapons, explosives, flammable substances, etc.),
if the Passenger's health condition endangers travel safety or requires special medical care that the Carrier cannot provide on the vessel,
if the maximum permitted capacity of the vessel has been reached,
for safety reasons on the order of the vessel's master or competent authorities.

In the event of refusal of carriage for reasons attributable to the Passenger, the Passenger is not entitled to a refund of the ticket price.

Article 9 – Transport of Animals

Transport of pets (dogs, cats, etc.) is permitted under the following conditions:

the animal must have a valid pet passport with up-to-date vaccination documentation,
dogs must be kept on a leash and wear a muzzle throughout the voyage,
cats and smaller animals must be in an appropriate carrier,
the owner is fully responsible for their animal, including any damage or injury the animal may cause to other passengers or the vessel,
animals remain in the designated area of the vessel, typically on the open deck area.

Guide dogs for persons with disabilities are entitled to free transport and may remain with their owner without restrictions.

The Carrier may refuse to transport an animal if the animal shows signs of illness or aggressive behavior.

Article 10 – Rules of Conduct on Board

Passengers are required to observe the following rules of conduct while on board the vessel:

follow the instructions of the vessel's crew and master, particularly those related to safety,
occupy the seat assigned to them or indicated on the travel ticket,
not disturb other passengers with noise, inappropriate behavior, or in any other manner,
smoking is strictly prohibited in all enclosed areas of the vessel. Smoking is permitted only in designated areas on the open deck, if such areas are provided,
it is prohibited to throw waste into the sea or onto the vessel's deck,
consumption of alcoholic beverages brought from outside the vessel is prohibited without the Carrier's permission,
unauthorized access to areas intended exclusively for the vessel's crew (wheelhouse, engine room, etc.) is prohibited,
the Passenger is required to familiarize themselves with the location of safety equipment (life jackets, lifeboats) and to follow safety instructions in the event of an emergency.

The master of the vessel is authorized to take all necessary measures to ensure safety and order on board, including disembarking a Passenger who violates the rules of conduct at the next port of call, without the right to a refund of the ticket price.

Article 11 – Transitional and Final Provisions

These General Terms and Conditions enter into force on 13 April 2023 and apply to all contracts of carriage concluded from that date onwards.

The Carrier reserves the right to amend and supplement these General Terms and Conditions. Amendments shall enter into force on the date of publication on the Carrier's website www.krilo.hr. Passengers are advised to review the current General Terms and Conditions before each ticket purchase.

All matters between the Carrier and the Passenger not regulated by these General Terms shall be governed by the provisions of the Maritime Code, the Civil Obligations Act, and other applicable legislation of the Republic of Croatia.

All disputes arising from or in connection with the contract of carriage that cannot be resolved amicably shall be subject to the jurisdiction of the competent court in Split, Republic of Croatia.

These General Terms and Conditions have been published in the Croatian and English languages. In the event of any discrepancy between the language versions, the Croatian text shall prevail.

Effective date: 13 April 2023