- Scope of Policy
This refund policy applies to all travel services provided by Explore Bosnia- Istrazi Bosnu, LLC. including but not limited to transportation, accommodations, tours, and event tickets. By booking services with Explore Bosnia travel agency and tour operator, customers acknowledge and agree to the terms outlined herein.
- General Cancellation Rules
Voluntary Cancellations by Customers:
- Cancellations made within 24 hours of booking and at least 14 days prior to the trip start date are eligible for a full refund, minus any non-refundable expenses incurred by the agency and bank processing fees.
- For cancellations made more than 45 days before the trip start date but beyond the 24-hour grace period, a 10% administrative fee and return fund bank processing fee will apply.
- Cancellations made 44 to 15 days before the trip start date are eligible for a 50% refund of the total booking cost.
- No refunds will be issued for cancellations made within 14 days of the trip start date of the trip unless specified under “Exceptional Circumstances.”
Exceptional Circumstances:
Refunds or rescheduling will be considered under the following exceptional circumstances, provided that documentation is supplied:
- Severe weather events or natural disasters (e.g., hurricanes, earthquakes, floods) at the destination.
- Government-imposed travel bans or restrictions due to pandemics, conflicts, or other emergencies.
- Acts of civil unrest at the destination.
- Medical emergencies or death in the immediate family (documentation required).
Refunds for exceptional circumstances will be granted only upon provision of required documentation, covering the full amount paid minus payment processing fees and non-refundable expenses and items.
- Refund Process
Refund requests must be submitted in writing via email to info@explore-bosnia.com or through our online portal at www.explore-bosnia.com.
Customers must include supporting documentation (e.g., receipts, medical certificates, proof of government advisories).
Refunds will be processed within 30 business days of receiving a complete refund request.
Refunds will be issued to the original payment method unless otherwise agreed upon.
- Hotel and Accommodation Bookings
Refunds for hotel bookings are subject to the cancellation policies of the individual hotel or accommodation provider. Explore Bosnia will act on behalf of customers to negotiate refunds or rescheduling; however, non-refundable fees imposed by the provider will be deducted from the total refund.
Some accommodation types (e.g., vacation rentals, boutique hotels) may have stricter cancellation policies.
- Transportation Services
Refund policies for airline, train, or bus tickets are governed by the terms and conditions of the respective carriers. Explore Bosnia will facilitate refund requests but is not responsible for carrier-specific non-refundable fees, especially for non-refundable airline tickets.
- Non-Refundable Items
Certain components of travel packages are non-refundable:
Event tickets, guided tours, or activities labeled as “non-refundable” at the time of booking.
Processing or transaction fees charged by payment processors.
Custom services or arrangements where prepayments have been made to third parties.
Non-Refundable Airline, train tickets
- Limitations of Liability
Explore Bosnia LLC shall not be held liable for refunds if services are disrupted, delayed, or canceled due to circumstances beyond our control, including but not limited to extreme weather conditions, government actions, labor strikes, or supplier insolvency.
The agency will not be responsible for non-refundable costs imposed by third-party providers, such as airlines, hotels, or activity operators, or for expenses beyond its direct control.
In cases where Explore Bosnia LLC is unable to recover funds from third-party providers, the agency will promptly notify customers and make every reasonable effort to refund amounts paid, minus bank processing fees and non-refundable costs. Should refunds from suppliers prove unattainable, Explore Bosnia LLC will explore alternative resolutions, including rescheduling travel arrangements or issuing travel credits.
- Dispute Resolution
In the event of a disagreement regarding refunds or cancellations, customers agree to resolve disputes through mediation or arbitration before pursuing legal action.
Any legal disputes will be governed by the laws of Bosnia and Herzegovina and will be adjudicated in courts located in Bosnia and Herzegovina.
- Updates to Policy
Explore Bosnia LLC reserves the right to update this refund policy at any time. Changes will be communicated to customers via email or the agency’s website, and the revised terms will apply to bookings made after the effective date of the update.
- Contact Information
For questions or assistance regarding cancellations or refunds, please contact:
Email: info@explore-bosnia.com
Phone: + 387 63 793 614
Address: Explore Bosnia LLC
Cazinskih Brigada bb
77220 Cazin
Bosnia and Herzegovina