Gizlilik Politikası

Ordering Process 1. Customers may submit a booking request through the BosnaTur website or by contacting our team via email, telephone, or other available communication channels. 2. Submission of a booking request does not automatically constitute a confirmed reservation or a binding contract. 3. BosnaTur will verify the availability of the requested services and provide the customer with a confirmation of availability, the total price, and the applicable payment conditions. 4. A reservation is considered confirmed only after BosnaTur has received the required payment and issued a written booking confirmation or travel voucher. 5. If payment is not received within the period specified in the booking confirmation or invoice, BosnaTur reserves the right to cancel the reservation without prior notice. 6. Requests for changes or additional services after confirmation are subject to availability and may result in additional charges. 7. BosnaTur reserves the right to decline or cancel any booking request due to unavailable services, supplier limitations, pricing errors, force majeure events, or other circumstances beyond its reasonable control. In such cases, any payments received for unavailable services will be refunded in accordance with the applicable refund policy. 8. By completing a booking and making payment, the customer confirms acceptance of BosnaTur’s Terms and Conditions, Privacy Policy, and applicable cancellation and refund policies.

Payment Methods BosnaTur offers secure and convenient payment options for its customers. Available payment methods may vary depending on the type of service booked. We currently accept the following payment methods: Credit and Debit Cards Secure online payments are available through the Monri WebPay payment gateway. The following cards are accepted: * Visa * Mastercard * Maestro Card payments are processed through a secure, encrypted payment system. BosnaTur does not store customers’ credit card information. Bank Transfer Payments may also be made by bank transfer using the banking details provided on the invoice or booking confirmation. Bank transfer fees, if any, are the responsibility of the customer unless otherwise agreed. Payment Conditions * Payment terms for each booking will be specified in the relevant offer, invoice, or booking confirmation. * Depending on the type of service, BosnaTur may require a deposit or full payment before confirming the reservation. * Reservations are considered confirmed only after the required payment has been successfully received. Currency Payments may be processed in the currency specified in the booking confirmation or payment page. Any exchange rate differences or fees charged by the customer’s bank or card issuer are the responsibility of the customer. Payment Security All online card transactions are processed through secure payment systems that comply with international security standards. Customer payment information is protected using industry-standard encryption technologies.

Service Delivery BosnaTur provides travel and tourism services, including but not limited to accommodation, transfers, guided tours, excursions, tailor-made travel packages, and related travel arrangements. Booking Confirmation After the required payment has been successfully received, BosnaTur will process the reservation and send a booking confirmation and/or travel voucher to the customer via email or another agreed communication channel. Delivery of Services Travel services are provided on the dates and according to the itinerary specified in the booking confirmation or travel documents. Electronic travel documents, vouchers, and confirmations are generally delivered within a reasonable period after payment confirmation and prior to the commencement of the booked service. Service Modifications If any changes become necessary due to operational requirements, supplier availability, weather conditions, force majeure events, or circumstances beyond BosnaTur’s reasonable control, customers will be informed as soon as reasonably possible, and suitable alternatives will be offered where applicable. Customer Responsibilities Customers are responsible for ensuring that the information provided during the booking process is accurate and complete. Customers are also responsible for possessing valid travel documents, visas, insurance, and any other documents required for their journey unless otherwise agreed. Delays Beyond Control BosnaTur shall not be held responsible for delays or interruptions caused by weather conditions, traffic, border procedures, government restrictions, supplier actions, natural disasters, strikes, or other force majeure circumstances beyond its reasonable control. Electronic Delivery Booking confirmations, invoices, travel vouchers, and other travel documents may be delivered electronically and shall be considered valid without requiring a physical copy unless otherwise specified.

Complaints, Cancellations and Refund Policy Last Updated: June 2026 BosnaTur d.o.o. is committed to providing high-quality travel services and ensuring customer satisfaction. If a customer is not satisfied with any aspect of the booked service, the following policy shall apply. Complaints Customers are encouraged to report any issues or deficiencies during the course of the service whenever possible, allowing BosnaTur or its local partners the opportunity to resolve the matter promptly. Any formal complaint should be submitted in writing by email to info@bosnatur.ba as soon as reasonably practicable after the completion of the service and should include sufficient details and any supporting documentation where applicable. BosnaTur will review all complaints carefully and make reasonable efforts to provide a fair and timely response. Cancellation by Customer Cancellation requests must be submitted in writing. Cancellation charges and any applicable refunds will depend on: * The type of service booked; * The cancellation conditions of hotels, transport providers, activity providers, and other suppliers; * The timing of the cancellation; * Any non-refundable costs already incurred; * Any services that have already been provided. The specific cancellation terms applicable to each booking may be stated in the relevant quotation, booking confirmation, voucher, invoice, or service agreement. Cancellation by BosnaTur If BosnaTur is unable to provide the confirmed service due to circumstances within its reasonable control, the customer will be offered, where appropriate: * A suitable alternative service of comparable standard, where available; or * A refund for services that cannot be provided. Refunds Refunds, where applicable, will be processed using the original payment method whenever possible and in accordance with the applicable booking conditions. Refund amounts may be reduced by any non-refundable supplier charges, administrative costs, transaction fees where permitted, or services already provided, as allowed by applicable agreements and regulations. Refund processing times may vary depending on the customer’s bank, card issuer, payment service provider, and the time required to receive refunds from third-party suppliers where applicable. Force Majeure BosnaTur shall not be liable for cancellations, delays, modifications, interruptions, or failure to perform services resulting from circumstances beyond its reasonable control, including but not limited to natural disasters, severe weather conditions, government actions, border restrictions, strikes, epidemics, pandemics, wars, civil unrest, transportation disruptions, or other force majeure events. In such circumstances, BosnaTur will make reasonable efforts to minimise the impact on customers and, where possible, provide suitable alternatives. Specific Booking Conditions Where specific cancellation, amendment, or refund conditions are provided in the relevant quotation, booking confirmation, voucher, invoice, or service agreement, those specific conditions shall prevail over this general policy. Contact Information For complaints, cancellations, or refund requests, customers may contact: BosnaTur d.o.o. Email: info@bosnatur.ba Website: https://bosnatur.ba Bosna and Herzegovina By making a booking and using BosnaTur’s services, customers acknowledge that they have read, understood, and accepted this Complaints, Cancellations and Refund Policy.