Terms & Condtions

1. General Terms of Purchase

These terms and conditions govern the purchase, payment, delivery, refunds, ticket modifications, and complaints on the websites ksc.hr and ksc.aktiva-info.hr. The seller is KRILO SHIPPING COMPANY d.o.o. (OIB: [insert OIB]), registered in Croatia. The buyer is the visitor who completes an electronic order and makes payment.

These terms apply to all purchases made through both ksc.hr and ksc.aktiva-info.hr. The current version is always the one published on those websites at the time of purchase.

2. Ticket Purchase

Purchased tickets will be sent to the e-mail address provided at the time of ordering immediately after payment confirmation.

If you do not receive your ticket: please check your spam/junk folder first. If the ticket is still not found, contact us at info@ksc.hr or via the contact form on ksc.hr and we will resend it promptly. Tickets are also retrievable via your booking reference number.

3. Ordering Process

The buyer orders tickets via an electronic form on ksc.aktiva-info.hr. After placing the order, tickets are reserved for 30 minutes. If payment is not completed within this period, the order is automatically cancelled and the seats are released.

All prices are stated in EUR and are inclusive of all applicable taxes and port fees. No additional charges will be applied at checkout beyond the displayed price. The purchase is final upon payment confirmation.

4. Payment

Tickets are paid online using debit or credit cards (MasterCard®, Maestro®, or Visa®) via the secure CorvusPay payment gateway.

CorvusPay is PCI-DSS certified. Your card data is transmitted directly to the payment processor using SSL encryption and is never stored on Krilo Shipping Company servers. Krilo Shipping Company does not have access to your full card details at any point.

5. Ticket Delivery

The ticket is sent to the buyer’s e-mail address immediately after transaction confirmation as a PDF document containing a unique QR code.

Each QR code is unique, single-use, and non-transferable. Scanning a QR code at boarding invalidates it for further use. Krilo Shipping Company reserves the right to refuse boarding if a QR code has already been scanned or appears to have been duplicated or tampered with.

6. Refund, Cancellation and Modification Policy

Tickets may be cancelled or modified FREE OF CHARGE up to 2 hours before the scheduled departure time.

Cancellation or significant delay by the carrier (>90 minutes):

• Full refund to the original payment method, or
• Free replacement ticket on the next available sailing — at the passenger’s choice.
• (Pursuant to EU Regulation 1177/2010)

Cancellation or modification requested by the passenger (up to 2 hours before departure):

• 100% refund, or
• Free change to another date/sailing — no fee applied.

Requests submitted after the 2-hour deadline / no-show at boarding:

• Tickets are generally non-refundable. Exceptions may be considered in documented cases of medical emergency or force majeure — contact info@ksc.hr with supporting documentation.

Refunds are processed to the original payment method within 5–10 business days of the approved request. Where a card refund is not technically possible, payment will be made by bank transfer.

To request a refund or modification, please use the contact form at ksc.hr or e-mail info@ksc.hr. Include your booking reference number. For convenience, a direct cancellation/modification link is included in your booking confirmation e-mail.

7. Scope of Transport Service

Krilo Shipping Company operates fast catamaran services for passengers only (no vehicles) on the following routes: Split – Hvar – Brač – Šolta – Korčula – Dubrovnik, and other lines as published on ksc.hr.

Vehicle transport is not available. Bicycles may be carried in limited numbers subject to available deck space and must be declared at the time of ticket purchase. Bicycle transport is at the passenger’s own risk.

Timetables, routes, and fares are subject to change. The carrier reserves the right to cancel or modify a departure for technical, weather-related, or force majeure reasons.

Passenger notification: In the event of a cancellation or significant change to a scheduled service, Krilo Shipping Company will notify affected passengers by e-mail and/or SMS as early as operationally possible, in accordance with the obligations set out in EU Regulation 1177/2010, Article 16.

8. Luggage

Each passenger may carry up to 23 kg of hand luggage. Items must not exceed the dimensions of 80 × 55 × 40 cm (length × width × height). Luggage must be kept under the passenger’s personal supervision throughout the journey.

Excess luggage (above 23 kg or exceeding maximum dimensions) may be accepted at the crew’s discretion if space allows and must be declared before boarding. The carrier reserves the right to refuse oversized or excess luggage.

All luggage is transported at the passenger’s own risk. The carrier is not liable for loss, damage, or theft of luggage, except in cases of proven wilful misconduct by carrier staff. Liability for luggage loss or damage is limited in accordance with international maritime rules (SDR limits).

The following are strictly prohibited on board: dangerous goods, flammable substances, gas cylinders, weapons, and any items that may endanger passengers or crew, or that cause unreasonable obstruction or nuisance.

9. Pet Transport

Pets must be declared at the time of ticket purchase. The carrier cannot guarantee pet transport for undeclared animals. The following conditions apply:

• Small pets (max. dimensions 45 × 35 × 25 cm) in an approved hard or soft carrier travel in the passenger cabin at 50% of the adult ticket price. One pet per passenger; the carrier must be placed on the passenger’s lap or under the seat at all times.
• Larger pets travel in a secure cage in a designated area (where technically feasible) at 100% of the adult ticket price.
• All dogs (except registered assistance/guide dogs) must be kept on a leash and fitted with a muzzle at all times on board.
• Registered assistance and guide dogs travel free of charge in accordance with EU accessibility regulations and must be declared at the time of booking.
• Valid veterinary documentation is mandatory — this includes a current vaccination certificate and, for international routes, an EU Pet Passport.
• The pet owner is fully responsible for the animal’s behaviour and any damage or injury caused to persons or property.

The carrier reserves the right to refuse transport of any animal if its presence poses a safety, health, or comfort risk to other passengers or crew.

10. Boarding and Ticket Validity

Tickets are valid only for the exact date, time, and route stated on the ticket. Tickets are non-transferable and may only be used by the passenger in whose name they are issued (where a name is collected at booking).

Passengers must be at the departure pier at least 20 minutes before the scheduled departure time. A valid QR code is required for boarding — this may be presented on a mobile device or as a printed copy.

Late arrivals (no-shows) at the time of departure generally forfeit the right to travel and are not entitled to a refund. The boarding gate closes at departure time.

11. Carrier Liability and Passenger Rights

Carrier liability is governed by:

• EU Regulation 1177/2010 on the rights of passengers when travelling by sea and inland waterway
• EU Regulation 392/2009 on the liability of carriers of passengers by sea in the event of accidents
• The Maritime Code of the Republic of Croatia

A summary of your rights under EU Regulation 1177/2010 is available at: ksc.hr/passenger-rights and at all our departure terminals.

The carrier is not liable for delays or cancellations caused by force majeure, including but not limited to adverse weather, sea conditions, port authority decisions, or safety emergencies.

Liability for luggage loss or damage is limited in accordance with applicable international maritime conventions (SDR limits).

12. Persons with Reduced Mobility and Minors

Krilo Shipping Company provides assistance to passengers with disabilities and reduced mobility in accordance with EU Regulation 1177/2010.

Important: Passengers requiring special assistance or mobility support must notify Krilo Shipping Company at least 48 hours before departure, as required by Regulation 1177/2010, Article 7. Please contact us at info@ksc.hr or via the contact form on ksc.hr so we can ensure appropriate arrangements are in place.

Minors under the age of 14 may only travel when accompanied by an adult (aged 18 or over). The accompanying adult is responsible for the minor throughout the journey.

13. Complaints

Complaints must be submitted in writing within 15 days of the date of travel to: info@ksc.hr, or by post to the registered address of Krilo Shipping Company d.o.o. The carrier will acknowledge receipt and respond in full within 30 days.

If your complaint is not resolved to your satisfaction, you may escalate the matter to the competent national enforcement body. In the Republic of Croatia, this is the Ministry of the Sea, Transport and Infrastructure (MSTI) or the relevant maritime authority. Contact details and further guidance are available at ksc.hr/passenger-rights.

For cross-border or online disputes, EU consumers may also use the European Commission’s Online Dispute Resolution platform at: ec.europa.eu/odr.

14. Privacy Policy

Krilo Shipping Company d.o.o. is committed to protecting the personal data of its customers in full accordance with the EU General Data Protection Regulation (GDPR — Regulation 2016/679) and applicable Croatian data protection law.

Personal data collected during the booking process (name, e-mail address, payment details) is used solely for the purpose of processing and fulfilling your booking, communicating service-related information, and complying with legal obligations. Data is not sold or shared with third parties for marketing purposes.

Your full Privacy Policy, including details of your rights (access, rectification, erasure, portability) and how to exercise them, is available at: ksc.hr/privacy-policy.

For data protection enquiries, contact: info@ksc.hr — subject line: “GDPR Enquiry”.

15. Intellectual Property

All content on ksc.hr and ksc.aktiva-info.hr — including text, graphics, logos, and software — is the property of Krilo Shipping Company d.o.o. and is protected by applicable copyright and intellectual property law. Buyers and visitors undertake not to copy, reproduce, or publish any such material without prior written authorisation.

16. Jurisdiction and Governing Law

These terms and conditions are governed by the laws of the Republic of Croatia. Any dispute arising from or in connection with these terms shall be subject to the exclusive jurisdiction of the competent court in Split, Croatia.

Notwithstanding the above, consumers residing in another EU member state retain the benefit of any mandatory consumer protection provisions applicable in their country of habitual residence, as provided under Regulation (EC) 593/2008 (Rome I) and Regulation (EC) 1215/2012 (Brussels Ia).

17. Amendments and Final Provisions

Krilo Shipping Company d.o.o. reserves the right to amend these terms and conditions at any time. The version in force at the time of purchase governs that transaction. The current version is always published on ksc.hr and ksc.aktiva-info.hr.

For material changes to these terms, registered users and customers with active future bookings will be notified by e-mail at least 14 days before the changes take effect. Continued use of the service after that date constitutes acceptance of the revised terms.

A full history of previous versions and a changelog of material amendments is available at: ksc.hr/terms-changelog.

Passengers are advised to read these terms carefully before purchasing a ticket.