Terms and Conditions

Introduction

These Terms and Conditions ("Terms") apply to all bookings, rentals, purchases, and visits made through eddyletspaddle.com (“Website”).

1. Contracting Parties

"EDDY", "we", "our", or "us" refers to AQUA SPORT BUDVA d.o.o., ul. Popa Jola Zeca br. 7, 85310 Budva, Montenegro (company reg. no. 03132005). All payments, logistics, and liabilities are handled by AQUA SPORT BUDVA d.o.o., represented online and offline by the brand “EDDY”.

2. Scope of Services

We offer guided tours, self-guided rentals, lessons, and associated merchandise relating to stand‑up paddleboarding (SUP) and kayaking. Activities are conducted in Montenegro, primarily around Budva, Skadar Lake, and nearby coastal regions. Online services include booking, payment processing, newsletter subscriptions, and gift voucher issuance.

3. Incorporation of Policies

These Terms incorporate by reference our Privacy Policy, Cookie Policy, Sustainability Statement, and Accessibility Statement, all available at eddyletspaddle.com.

4. Booking & Payment

A booking is confirmed only after full payment is received or an agreed deposit is recorded. Prices include VAT where applicable. Currency conversions shown are indicative; your card issuer may apply different rates or fees. You must be ≥ 18 years old (or accompanied by a legal guardian) to make a booking. For group bookings, the person completing the checkout acts as agent for all participants and accepts these Terms on their behalf.

Payments for Activities made via the Website are processed by our authorised payment provider Trust My Travel Limited (trading as “Trust My Travel” and “Repayd”), acting as our payment agent. When you complete a booking, your funds are collected by Trust My Travel into a segregated client account and released to us in line with their protection rules.

By confirming a booking and submitting payment details, you also enter into a separate payment and financial protection agreement with Trust My Travel, and you agree to their customer terms and conditions (the “Trust My Travel Customer Conditions”), which are made available to you during checkout and/or via a link in your booking confirmation. These conditions explain how your funds are protected and how you may claim a refund if we become insolvent or fail to provide the booked services.

5. Cancellation & Amendment Policy

Date changes are free ≥24 h before the start, subject to availability. We reserve the right to cancel or modify an Activity due to unsafe weather (wind ≥ 15 kn, waves > 1 m, lightning), epidemics, force majeure, or government restriction. You will be offered: (a) a new date, (b) a voucher valid 12 months, or (c) a full refund, at your choice. For rentals, in case of unsafe conditions, guests may rebook or receive a voucher valid for 12 months.

If an Activity is not provided or is only partially provided due to reasons within our control, or if we become insolvent, you may be entitled to a refund of your payment under the Trust My Travel financial protection scheme. To preserve this right, you must notify us and Trust My Travel in writing within 72 hours of the scheduled start time of the Activity, using the contact details and booking ID provided in your Trust My Travel confirmation. If you do not provide such notice within 72 hours, any right to recovery from the protection scheme may be lost and any refunds will be handled solely under our own refund policy.

Different payment and cancellation rules apply to group, corporate and DMC bookings. These are set out in Section 6 below and prevail over the general rules in this Section 5 where they differ.

6. Group, corporate and DMC bookings

This Section 6 applies to any booking for a group of 8 or more participants, to bookings made by or on behalf of a company, association, DMC, travel agency or other organisation, and to bookings confirmed under a pro-forma invoice or written service agreement, unless we clearly state that the standard individual terms apply.

A group, corporate or DMC booking is confirmed when we issue written confirmation and receive the agreed deposit or full payment. A deposit of 25 % of the total contract value is due within 7 calendar days of our written confirmation (or immediately if the booking is confirmed less than 7 days before the Activity start). The deposit is non-refundable once paid, except where you are entitled to a refund under applicable package travel law because of unavoidable and extraordinary circumstances at the destination.

The remaining 75 % of the total contract value is due no later than 7 calendar days before the scheduled start of the Activity. For bookings confirmed less than 7 days before the start, 100 % of the total contract value is payable at the time of confirmation.

Percentages are calculated on the total contract value. For Multi-day/Expedition bookings, the non-refundable part includes the initial deposit.

The rules on date changes, unsafe weather, force majeure, epidemics, government restrictions and financial protection in Section 5 (and, where applicable, Section 21 on package travel) apply equally to group, corporate and DMC bookings. Where we cancel an Activity for these reasons, you may choose a new date, a voucher valid 12 months, or a full refund of all payments made for the cancelled Activity.

If we agree different payment or cancellation terms with you in a separate written contract or service agreement, those specific terms prevail over this Section 6 and Section 5 where they are inconsistent.

7. Weather & Sea-State Disclaimer

Trip leaders have final authority on safety. You agree to changes or early termination of an Activity with full compensation if conditions deteriorate.

8. Health, Safety & Risk Assumption

Water sports involve inherent risks (capsize, injury, hypothermia). By participating, you acknowledge these hazards and agree to follow staff instructions, wear provided buoyancy aids, and be in suitable health. You must attend a mandatory safety briefing. You certify that you can swim at least 50 m unaided. There is zero tolerance for alcohol ≥ 0.02% BAC or drug influence; random breath testing may occur. Parents/guardians are fully responsible for minors. Personal belongings remain your responsibility. Lockers may be available without warranty. Medical conditions must be disclosed; sensitive data is processed under GDPR Art. 9(2)(a).

9. Liability Waiver

To participate in our Activities, clients may be asked to sign a liability waiver form (digitally or in person) acknowledging the inherent risks. Refusal may result in denial of participation without refund.

10. Insurance & Liability

We carry public‑liability insurance as required by Montenegrin law. To the maximum extent permitted, our liability is limited to the amount you paid for the Activity. We are not responsible for indirect or consequential losses (lost flights, accommodation, etc.). Nothing in these Terms limits liability for death or personal injury caused by our proven negligence.

11. Equipment Use & Security Deposit

Standard wear is included; deliberate or negligent damage will be charged at cost. A refundable security deposit or photo ID may be required; card holds up to €300 are released within 7 days. Unreturned items are charged at retail value after 24 h. Customers transporting boards assume transit risk and must follow provided instructions.

12. Customer Obligations

Arrive at least 10 minutes before start time. Late arrival = no-show. Respect local wildlife, residents, and fellow water users. Follow Leave-No-Trace principles.

13. Guide Authority & Expedition Protocol

On multi-day trips, expedition leader decisions (navigation, safety, evacuation, or participant exclusion) are final. Participants are not permitted to separate from the group or deviate from the planned route without guide approval.

14. Environmental & Sustainability Commitments

No single‑use plastics on tours. Reef‑safe sunscreen mandatory. Leave‑No‑Trace principles. Carbon‑offsets purchased for vehicle shuttles; guests may add optional offsets at checkout.

15. Code of Conduct & Harassment Policy

Discrimination, harassment, or unsafe behaviour towards staff, wildlife, or other guests results in immediate removal without refund. Examples include verbal abuse, unsafe paddling, or refusal to follow guide instructions.

16. Gift Vouchers & Promo Codes

Valid for 12 months unless stated otherwise. Non‑refundable, but transferable with prior written notice. Only one promo code may be applied per transaction.

17. Photo, Video & Drone Policy

Guides may film for safety and marketing; you can opt‑out at check‑in. Separate parental release for minors. Personal drone use is subject to Montenegrin CAA regulations; maintain ≥30 m distance from people and animals.

18. Intellectual Property

All content on the Website (text, photos, designs) belongs to AQUA SPORT BUDVA d.o.o. or licensed parties. Reproduction without written consent is prohibited. By tagging #eddyletspaddle, you grant a worldwide, royalty‑free licence to repost. DMCA‑style take‑down requests: info@eddyletspaddle.com

19. Data Protection (GDPR Notice)

Controller: AQUA SPORT BUDVA d.o.o., ul. Popa Jola Zeca br. 7, 85310 Budva, Montenegro; email: info@eddyletspaddle.com

Purpose & Legal Bases:

• Contract performance (Art. 6 (1)(b)): processing bookings, payments, customer support.
• Legitimate interest (Art. 6 (1)(f)): fraud prevention, service improvements, direct marketing of similar products.
• Consent (Art. 6 (1)(a)): newsletter, cookies beyond those strictly necessary. Consent can be withdrawn anytime.

Data Categories: name, date of birth, contact info, booking details, payment tokens, IP address, and voluntarily provided health information (Art. 9 (2)(a)).

Storage Period: booking and payment records are stored for up to 7 years after the last transaction or as required by applicable law; other data (such as marketing preferences) may be stored for shorter periods in line with our retention policy.

Recipients: our authorised payment and financial protection provider Trust My Travel Limited (trading as “Trust My Travel” and “Repayd”) and its acquiring banks and payment service partners; Bokun; online marketplaces such as GetYourGuide and Viator (where applicable); and our email and CRM service providers – all bound by data processing agreements. In some cases we may also use other payment processors (e.g. Stripe/PayPal) for specific products or channels.

International Transfers: Your data may be transferred to and processed in the United Kingdom and the European Union by Trust My Travel and its banking partners. For any transfers outside the EEA/UK we use standard contractual clauses (SCCs), adequacy decisions, or equivalent safeguards.

Rights: access, rectification, erasure, restriction, portability, objection, and complaint to Montenegrin DPA (AZLP). Contact privacy@eddyletspaddle.com

Cookies & Analytics: See our Cookie Policy for more details.

20. Third-Party Marketplaces & Sub-Contractors

Bookings via GetYourGuide, Viator, or hotels are subject to their payment terms. Activities remain operated by us. Freelance guides meet our training and insurance standards.

21. Package Travel & Linked Arrangements

If services include lodging or last over 24 h, EU Directive 2015/2302 applies. We provide insolvency protection and 24 h emergency support: +382 (69) 71-99-04

Insolvency protection for eligible packages is provided via our membership in the Trust My Travel / Repayd financial protection scheme. Your payments for protected bookings are collected by Trust My Travel into a segregated client account and released to us only in line with their protection rules. In the unlikely event of our financial failure or non-performance of a protected package, you may be entitled to a refund of your payments through Trust My Travel, subject to their Customer Conditions and the 72-hour notification requirement described in section 5 above.

22. Modern Slavery & Supplier Code

We maintain a zero-tolerance policy against forced or child labour, in line with the EU Corporate Sustainability Reporting Directive.

23. Cybersecurity

Bookings are encrypted (TLS 1.3). Card data is tokenized. Annual penetration tests are performed. Systems provided by Bokun and TrustMyTravel.

24. Lost & Found

Lost items are held for 30 days, then donated. One follow-up email will be sent. Shipping is at your expense. Items may be reclaimed in person with valid photo ID.

25. Complaints & Dispute Resolution

Report issues onsite immediately. Formal complaints: email info@eddyletspaddle.com within 14 days. Response within 15 working days. EU consumers may use the EU Online Dispute Resolution platform (ec.europa.eu/consumers/odr). Governing law: substantive law of Montenegro. Jurisdiction: courts of Budva unless otherwise required.

If you have any concerns about a payment or a potential refund, you agree to contact us and/or Trust My Travel in good faith and give us a reasonable opportunity to resolve the issue before initiating a chargeback with your card issuer. Unauthorised or unjustified chargebacks (for example, where a refund has already been processed or is being reviewed) may be treated as a breach of these Terms.

26. Change of Control

In case of merger or sale, your contract and personal data may be transferred to the successor entity under GDPR safeguards.

27. Severability & Survival

If any clause is unenforceable, the rest remains valid. IP, liability, and data protection provisions survive termination.

28. Language of Communication

Our services and safety briefings are provided in English. However, our guides also speak Serbian, Ukrainian, and Russian. You are responsible for ensuring that you or a member of your group can understand safety instructions and communicate with the guide in case of emergency.

29. Updates to These Terms

We may update these Terms at any time. The version in effect at the time of booking applies. Material changes will be announced via email to registered users at least 14 days in advance.