Terms of service

Tours.ba is a marketplace for travel experiences in Bosnia and Herzegovina. You book on Tours.ba, and a named local operator delivers your day. These terms explain how our site works, what you can expect, and what happens if plans change. This summary uses plain English. It sits alongside our Privacy and Cookie Policy.

Marketplace model

Clear cancellation rules

Same method refunds

Safety first

Fair complaints process

1. Who we are

  • Tours.ba is operated by [Company legal name], registered at [Registered office address].
  • Contact: support@tours.ba • [phone if applicable].
  • We provide the booking platform and customer support. The travel service itself is provided by the Operator named on the tour card and in your confirmation.

2. How our marketplace works

  • When you book, you enter a contract for services with the Operator.
  • Tours.ba processes your payment, issues confirmations, and helps if something goes wrong.
  • Operator details appear on the product card, at checkout, and in your confirmation email.

3. Scope of these terms

  • These terms apply to your use of the site, your account, and any booking you make through Tours.ba. If an Operator has specific conditions, they apply as well and are shown on the card at checkout.

4. Eligibility and accounts

  • You must be at least 18 to book. Under 18s may join if an adult books and attends.
  • Keep your account details accurate and secure. You are responsible for activity under your login.

5. Booking process

  • Product pages show what is included, the price, taxes where applicable, meeting points, language, access notes, and the cancellation window.
  • A booking is confirmed when you receive the Tours.ba confirmation email.
  • If a requested option is not available, we will offer alternatives or issue a prompt refund.

6. Prices, payments, and currency

  • Prices are shown in the currency set at checkout and include taxes where applicable. Entry tickets are included only when stated on the card.
  • Payments are processed by a regulated provider. We do not store full card numbers.
  • Your bank may apply exchange rates or fees outside our control.

7. Cancellations, changes, and refunds

  • Every product shows a clear cancellation cut off. Cancel before the cut off to receive a full refund to your original payment method.
  • If an Operator cancels, you can choose a new date, a comparable product, or a full refund.
  • If weather or safety requires a change on the day, the Operator may adjust timing or the route. If the core of the product cannot run, you can choose a new date, a comparable product, or a full refund.
  • No show and late arrival outcomes follow the policy on the card.
  • Refund timings are set out on Your rights and refunds. Most appear within three to ten working days once approved.

8. Operator responsibilities

Operators must:

  • Hold required licences, permits, and insurance.
  • Deliver the service as described or offer a fair alternative of equal or higher value.
  • Provide qualified staff, safety briefings, and suitable equipment where stated.
  • Follow applicable laws, site rules, and conservation guidance.

9. Your responsibilities

You agree to:

  • Arrive on time and be ready at the meeting point or for hotel pickup where offered.
  • Bring required documents for cross border or gated sites.
  • Follow safety instructions, swim only in marked zones when posted, keep to signed paths and platforms, and respect dress codes in sacred spaces.
  • Share access needs before booking if they are essential to your decision.
  • Refrain from behaviour that risks your safety or that of others, including alcohol misuse before water or ridge activities and unauthorised drone flights.

10. Safety, risk, and insurance

Many activities involve inherent risks. Operators work to reduce them, but some risk remains in water, cave, ridge, and winter environments. You accept these risks when you book and join.

We strongly recommend personal travel insurance that covers medical care, cancellations, and adventure activities suited to your plan.

Nothing in these terms limits liability for death or personal injury caused by negligence, fraud, or any matter that cannot be excluded by law.

11. Accessibility and families

Access varies by site. Each relevant card includes step counts where known, surface types, gradients, and toilet notes. Minimum ages and child policies are shown on the card. If specific access details are critical for you, tell us before you book.

12. Changes to products

Routes can change due to weather, site rules, events, conservation work, or transport issues. Small adjustments that keep the core experience intact are not considered a breach. If a material part cannot run and no fair alternative is possible, you may choose a new date, a comparable product, or a refund.

13. User content and reviews

You may post reviews, photos, and questions. You grant Tours.ba a non exclusive, royalty free licence to use this content for marketing and service improvement. Do not post unlawful, defamatory, or misleading material. We may moderate, edit, or remove content that breaches these rules or our community standards.

14. Acceptable use of the site

Do not scrape, copy at scale, reverse engineer, overload, or interfere with the site. Do not attempt to bypass security or resell bookings without permission. Use the site only for lawful purposes.

15. Intellectual property

All site content, including text, images, logos, and code, belongs to Tours.ba or our partners. You may view, link, and print pages for personal trip planning. Any other use requires written permission.

16. Privacy and cookies

We handle your data as set out in our Privacy and Cookie Policy. By using the site, you agree to those policies.

17. Complaints and disputes

If something goes wrong:

  1. Tell the Operator as soon as possible so they can try to fix it.
  2. If you still need help, contact Tours.ba with your booking number and details within 14 days.
  3. We review and reply within three working days in most cases.
  4. If we cannot resolve it informally, you may pursue your rights in the courts named below. Your consumer law rights are not affected.

18. Liability

  • Tours.ba is not the provider of the travel service and is not liable for acts or omissions of Operators, except where the law says otherwise.
  • To the fullest extent permitted by law, our total liability to you arising out of these terms or your use of the site is limited to the total platform fees you paid to Tours.ba for the booking that gave rise to the claim.
  • We do not exclude liability for death or personal injury caused by negligence, for fraud, or for any matter that cannot be excluded by law.

19. Force majeure

Neither Tours.ba nor the Operator is responsible for failure to perform due to events beyond reasonable control, such as extreme weather, natural events, strikes, public health restrictions, or official closures. In such cases, we and the Operator will work with you on a new date, a comparable product, or a refund.

20. Chargebacks

If you file a chargeback, we will share booking records with your bank. While a claim is open, the booking remains cancelled. Contact Tours.ba first. Most issues resolve faster through our support team.

21. Changes to these terms

We may update these terms to reflect services, laws, or best practice. We will post the new date at the top of this page. Material changes apply to new bookings from the effective date. For existing bookings, the terms in force at the time of booking apply.

22. Governing law and forum

These terms are governed by the laws of [Jurisdiction]. Courts in [City, Jurisdiction] have non exclusive jurisdiction. If you live in a country with mandatory consumer protection laws, you also enjoy the protections of that law.

23. Contact us

  • Email: support@tours.ba
  • For accessibility requests, see our Accessibility page.
  • For data requests, see our Privacy page.

24. Definitions

  • Operator: the local company that delivers the tour or activity you booked.
  • Product: any tour, day trip, ticket, or activity listed on Tours.ba.
  • Card: the product page that shows what is included, price, policies, and access notes.
  • Cut off: the last date and time shown on the card when you can cancel for a refund.
  • Marketplace: the platform that lists products from multiple Operators and processes bookings.