Your rights and refunds

Tours.ba is a marketplace. You book on Tours.ba, and a named local operator delivers your day. This page explains your rights, how refunds work, and what to do if plans change. It is a plain‑English summary. For the full legal terms, read our Terms.

Free cancellation on many tours

Same‑method refund

Clear timelines

Weather and safety covered

Marketplace guarantee

What you can expect every time

Clear information before you book

Each card shows what is included, meeting points, language, access notes, price, taxes, and the exact cancellation window.

A named local operator

The operator that delivers your tour is shown on the card and in your confirmation.

Secure checkout

Payments are processed by a regulated provider. We do not store full card numbers.

Help when you need it

Message the operator in your booking, or contact Tours.ba support if you need us to step in.

Your rights if plans change

If you cancel inside the free window shown on the card

  • You receive a full refund to your original payment method.

If the operator cancels for any reason

  • You can choose a full refund, a new date, or a comparable product if available. No extra fees.

If weather or safety requires a change on the day

  • The operator may adjust timing or the route to keep you safe.
  • If the core of the product cannot run, you can choose a new date, a comparable product, or a full refund.
  • If part of the product runs, a fair partial refund may apply.
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If the product is not as described

  • Tell the operator and contact us within 14 days with details. We will review, speak to the operator, and offer a remedy which may include a partial or full refund.

If access needs were agreed but not met

  • If you shared access needs before booking and the operator accepted them, yet the day could not be delivered as agreed, we will seek a remedy or refund.

If you do not attend or arrive late

  • No‑show and late‑arrival outcomes follow the card policy. Many products cannot be refunded after the cut‑off.

Refund timelines and method

  • Method: refunds are sent to the original payment method only.
  • Timing: once approved, refunds usually appear in three to ten working days. Bank processing times vary.
  • Currency: you are refunded in the currency used at checkout. Your bank may apply exchange rates or fees.

How to cancel or change

  1. Open your booking from the confirmation email or your account.
  2. Check the cancellation cut‑off on the card.
  3. Choose Cancel, or message the operator to request a new date.
  4. If you need help, contact Tours.ba support with your booking number.

What is and is not refundable

Fully refundable

  • Cancellations inside the free window.
  • Operator‑initiated cancellations.
  • Activities removed for safety before the start when no reasonable alternative exists.

Partially refundable

  • Days that start, but a material part cannot run due to weather, closures, or access limits.
  • Products delivered with agreed alternatives of lower value.

Not refundable

  • No‑shows and late arrivals beyond the cut‑off.
  • Items not included on the card such as meals, tips, or personal equipment you chose to hire.
  • Costs outside the booking such as third‑party transport or visas.

Examples to make it clear

  • River level too high.
    • The operator cancels a rafting day two hours before start. You choose a new date or a full refund.
  • Route adjusted but core delivered.
    • A Mostar and Blagaj day skips Počitelj due to a road closure. You receive the day with extra time in Mostar and a partial refund if the value is lower.
  • You cancel within the window.
    • You booked a Sarajevo walking tour with free cancellation until 18:00 the day before. You cancel at 16:00 and receive a full refund.
  • Late arrival.
    • You arrive after departure. The tour ran as scheduled. The booking is not refundable.

Your responsibilities

  • Share correct contact details and check messages before the day.
  • Arrive on time at the meeting point or be ready for hotel pickup where offered.
  • Bring required documents for cross‑border days and follow site rules, dress codes, and safety briefings.

How we handle complaints

  • Start with facts.
    • Share what happened, who you spoke to, and any photos or time stamps.
  • We review quickly.
    • We contact the operator, check messages and route notes, and reply within three working days.
  • Fair outcome.
    • We apply the policy on the card and our marketplace rules, then confirm the refund or credit.

Accessibility, families, and safety

  • Access notes.
    • Every relevant card includes step counts where known, surface types, gradients, and toilet notes.
  • Family policies.
    • Minimum ages, child seats, and swim rules are shown on the card when relevant.
  • Safety rules.
    • Swim only in marked zones when posted, follow ranger guidance on paths and platforms, and keep drones grounded in restricted areas.

Price, taxes, and fees

  • The price on the card includes taxes and platform fees unless stated.
  • Entry tickets are included only when the card says so. If not included, bring cash or a card for gates.
  • Tips are optional and not included.

Chargebacks and fraud

If you raise a chargeback, we will share the booking record with your bank. While the claim is open, the booking remains cancelled. To resolve issues faster, contact Tours.ba support first.

FAQs

Where do I see the free cancellation window?

On each tour card and in your confirmation email.

How long do refunds take?

Once approved, most refunds arrive in three to ten working days. Your bank controls the final posting time.

Can I move my booking to a new date?

Often yes. Message the operator through your booking. Date moves follow the same cut‑off rules as cancellations.

Can I change the number of people?

If the operator has space, yes. Price differences apply. Changes follow the cut‑off.

Do I have a statutory cooling‑off right?

Many leisure services on a specific date are exempt from statutory cooling‑off rules. Where a card shows free cancellation until a stated cut‑off, that promise applies.

What if an operator repeatedly cancels?

Tell us. We monitor reliability and may pause listings that miss our standards. You will always receive a refund for operator‑initiated cancellations.