Sample of All FAQs (Helpie FAQ)

Helpie FAQ

  • Who does the team of people representing Velox include?

    The Velox team is a very complex team of several people who lead their profession professionally and thoroughly. From experienced receptionists to branch managers and external associates in IT. It is our duty to provide you with the best way to your vacation through our service, and to be available to you before, during and after your stay.

  • Where is Velox located and when was it founded?

    The company Velox is located in Croatia, more precisely in Istria, in one of the most famous tourist cities in Croatia, the city of Poreč. It has been attracting guests from all over Europe and beyond for decades with its cultural and historical sights and decoration, numerous sports and recreational facilities, and diverse gastronomic offer.

    The company was founded in 1993. We have over twenty (20) years of experience in communication with our guests, renters, domestic and foreign partners, and knowledge in marketing and placing our service on all major internet search engines.

  • What does the name Velox mean?

    The word “Velox” comes from the Latin language and means “fast”. We believe that this is a virtue, that’s why we strive to be quick and up-to-date in completing tasks and solving all situations/problems that come our way, all in order to provide our clients with the best service and a carefree vacation.

  • I am not able to find suitable accommodation, what should I do?

    Don’t worry, if you are unable to find suitable accommodation through our website, then you can call us by phone or send us an email. We are always available, our contact details are here.

  • I have health problems, and it is impossible for me to come, what should I do?

    In case of health problems or serious illness, please contact us as soon as possible, our contact details can be found here.

  • My COVID-19 test is positive and arrival is not possible, what should I do?

    In case you have a positive finding/test for the COVID-19 disease and you cannot travel, then visit our page COVID-19 policy.

  • The reservation confirmation did not arrive by mail, what can I do?

    In the event that the reservation confirmation has not yet arrived in your email within ten minutes from the moment of completing the reservation on our website, you may want to check your e-mail in the section “unsolicited mail or promotions” and then check your internet connection. In case the reservation confirmation has not still appeared in your e-mail, you can contact us at the following phone numbers: +385 52 452770, +385 52 453559 or what’s app./viber +385 98 331556, +385 98 254791 and our email, or

  • How long do I have to wait for the booking confirmation to arrive by e-mail?

    The confirmation of the reservation will arrive at your email address within one to two minutes from the moment the reservation is completed on our website. In the event that you did not receive the confirmation of the reservation within the specified period, then due to the increased number of reservations through our website, there is a possibility of server downtime, and the confirmation of the reservation will arrive within thirty minutes to an hour.

  • I did not receive the booking confirmation by e-mail, can I request a new booking confirmation?

    In the event that you have not received our booking confirmation, and the payment has been successfully completed, then you can definitely contact us, our contact details are available here.

  • How can I cancel a reservation without additional fees?

    Cancellation conditions vary from property to property. Under the section “Cancellation conditions” for each object you will find the cancellation conditions that apply to the specific object. If you need additional help, you can contact us by e-mail or by phone, and our contact information can be found here.

  • How can I make a payment with a credit card?

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  • Do you offer a bank transfer service?

    Our reservation system allows you to reserve accommodation using a bank transfer. When choosing a payment method, you can choose to pay by offer. You will receive an e-mail with a offer for payment, and all the necessary information to make the payment. In case of difficulties or additional questions, feel free to contact us by phone or e-mail, the information can be found here.

  • Will I have to pay additional fees upon arrival?

    At the time of payment there are three options; the first option would be to pay 30% (advance payment), the second option 50% (advance payment) and the third option 100% (you pay for the selected accommodation in full). In case you pay 30% or 50% of the amount, you pay the remaining sum upon arrival at our travel agency/office in cash or by credit card. The third method of payment is payment in full, it is the most convenient method of payment, upon arrival you have no obligation to pay, but the obligation remains on us to hand over the keys to you and to guide you on how to get to your accommodation.
    In case you want to add another member (person), additional costs are possible, depending on the facility where you made the reservation.

  • Is breakfast included in the price?

    In the description of accommodation, you will find whether they offer breakfast and whether it is included in the price.

  • How can I request an invoice addressed to a business or company/firm (R1)?

    In order to receive the invoice and for it to be for a business or company/firm, it is necessary to inform us about it in a timely manner and provide us with all the necessary data of the business or company/firm (before we issue the invoice).

  • How do I know the payment has been made and it is safe?

    Contactless payment gives you full control and protects your data. Your card or device never leaves your hand, reducing the risk of loss or counterfeiting. Each transaction is protected by unique encryption. Also, you are safe from double billing – regardless of how many times you touch the POS device, the transaction will be carried out only once.

  • How do I know the payment has been made and it is safe?

    Cancellation conditions vary from property to property. Under the section “Cancellation conditions” for each object you will find the cancellation conditions that apply to the specific object. If you need additional help, you can contact us by e-mail or by phone, and our contact information can be found here.

  • Who manages

    Our team of employees manages the website. Any inquiry received from our website is handled by qualified staff. You will receive an answer as soon as possible.

  • What category of accommodation do we offer?

    We offer a wide range of accommodation categories, with different possibilities for our guests. The most famous categories of accommodation are: holiday homes, villas, apartments and rooms.

  • What payment methods do we accept?

    You can pay in cash or by card (MasterCard, Maestro, Visa), and through PayPal, a fast online payment system that allows you to pay quickly and pay by offer.

  • Where is our office?

    Our office is located at the address: 1, Mate Vlašića Street, Poreč, Croatia. You can find our exact location on the map here.

  • How can I solve payment problems and who should I contact?

    Difficulties with payment via m-banking: in case of difficulties with payment via m-banking, please contact the bank with which you contracted the service.
    Difficulties with payment by card: In case of difficulties with payment by cards, the user should contact the card company that issued the card.
    In case of any questions/ambiguities, you can contact our email address:

  • How to get in touch with our employees?

    You can contact our employees via e-mail address:
    via phone, +385 52 452 770 +385 52 453 559

  • What are our working hours?

    Working hours in the summer period from June 1 – September 10: Mon-Sun: 07:00-21:00.
    Working hours in the winter period from September 10 – June 1: Mon-Sat: 07:00-20:00h.
    Sun: 07:00-13:00

  • Is a safe web page?

    Your data privacy and identity is defended and protected by our team of developers. Our developers tirelessly adapt the website to the needs of clients, and ensure a safe place to sell our services. We have been doing business successfully since 1993. In case you need more information about how we collect and store your data, feel free to click on the following link: Statement on protection and collection of personal data