The fine print, section by section.
Booking & payment
For day tours and experiences, you can pay in full when you book, or reserve your place and pay any time before the tour.
For multi-day journeys, a 25% deposit confirms your booking. The remaining balance is due 30 days before departure — we'll remind you well in advance.
Every booking is confirmed personally by email, with exact payment instructions and everything you need to know before the day.
For groups of 8 or more, deposit and balance terms may be adjusted case by case — we'll confirm this in writing before you pay anything, as part of your booking confirmation.
Paying us & refunds
We keep payment simple and transparent. You can pay in any of these ways:
An invoice with IBAN details — the usual route for journey deposits and balances.
We email a secure payment link; your card details never pass through our hands.
Pay through your PayPal account, with its own buyer protection.
For day tours, you can simply pay your guide in person — EUR or BAM.
No hidden fees
The price you see is the price you pay — no booking fees, no card surcharges, no surprise "local payments". Anything not included, like entrance fees or tips, is listed on the tour page before you book.
Refunds are always returned promptly, to the original payment method. If a refund is ever due to you, you will not have to chase it.
A note on bank transfers: transfers to Bosnia sometimes get flagged or delayed by guests' home banks, simply because BiH is outside the EU/SEPA transfer zone. If your transfer hasn't arrived within 3–5 business days, contact us — we'll confirm receipt and help you sort out the delay with your bank if needed. This is more common than you'd think and is not a sign anything has gone wrong on our end.
Cancelling a day tour
Day tours and experiences come with free cancellation: cancel up to 24 hours before the start time and you receive a full refund, no questions asked.
Inside 24 hours we can't offer a refund — your guide and any hosts have already committed their day. Tell us as soon as you know, and we will always try to move you to another date first.
If your flight is delayed or cancelled, tell us as soon as you know your flight status has changed — we will always try to shift your tour to a later time or another day first, before any cancellation terms apply.
Cancelling a multi-day journey
Multi-day journeys involve real commitments to the small, family-owned places we book — homestays, agrotourism estates, boutique hotels, drivers. The refund tiers reflect that:
- More than 30 days before departure: full refund of everything paid
- 15–30 days before departure: 50% refund
- Less than 15 days before departure: no refund
To cancel, write to us by email as soon as possible — the date we receive your message is the date that counts. We understand that circumstances change and will always try to help where we can.
Date changes
Every booking includes one free date change, if you ask more than 30 days before departure and the new date is available. It is almost always the better option — for you, and for the hosts expecting you.
Changes requested closer to departure are treated as a cancellation and a new booking, under the tiers above.
If we cancel
We reserve the right to cancel a tour if the minimum number of guests is not reached, if weather or safety conditions make it inadvisable, or in cases of force majeure — natural disasters, civil unrest, or government travel advisories.
If we ever cancel, you choose: a full refund, or a free rebooking on another date. Never a voucher you didn't ask for.
What's included
What is included and excluded is detailed on each individual tour page. As a general rule, tips and gratuities are not included unless explicitly stated. Personal expenses, travel insurance, and costs arising from your own decisions during free time are not covered.
Health & fitness
You are responsible for ensuring that you are in suitable physical and mental health to participate in your chosen tour. Some tours involve hiking, long drives, or emotionally demanding content — please read the fitness advisory on each tour page carefully before booking.
If you have any health concerns, consult your doctor before travelling.
Travel insurance
We strongly recommend that all guests hold comprehensive travel insurance covering medical expenses, trip cancellation, and personal liability before joining any of our tours. We are not responsible for any losses, costs, or expenses that would have been covered by adequate travel insurance.
Behaviour
We expect all guests to behave respectfully towards fellow travellers, local communities, cultural sites, and our guide. We reserve the right to remove any guest from a tour whose behaviour is deemed dangerous, disruptive, or disrespectful. In such cases, no refund will be issued.
Photography & marketing
Photographs and video taken during our tours may occasionally be used for marketing purposes on our website and social media. If you would prefer not to appear in such content, please let us know before or at the start of your tour and we will respect your wishes.
Liability
Tallest Tourguide acts as a local tour operator and guide. We are not liable for losses arising from missed onward travel connections, injury or illness resulting from guest negligence, theft or loss of personal belongings, or events outside our reasonable control.
Our liability is limited to the cost of the tour booked.
Contact & complaints
For any questions, concerns, or complaints, please reach out via our contact page. We aim to respond to all enquiries within 48 hours.
If you have a complaint about a tour you have already completed, please contact us within 14 days and we will investigate and respond fairly.
Questions about these conditions?
We're happy to clarify anything before you book.