Terms of service

Terms and Conditions

Last updated: 8.5.2026.

These Terms and Conditions govern the use of the website and online booking services of BH Travel, operated by Travel BH d.o.o., with registered company/tax ID 4203174260004, located at ul. Hasana Brkića bb, Shopping Centar Grbavica, Sarajevo, Bosnia and Herzegovina.

By using our website, making a booking, paying for a service, or contacting us to arrange a service, you agree to these Terms and Conditions.

For any questions, you may contact us at:

Company: Travel BH d.o.o.
Brand: Travel Bosnia
Address: ul. Hasana Brkića bb, Shopping Centar Grbavica, Sarajevo, Bosnia and Herzegovina
Company/Tax ID: 4203174260004
Email: info@travelbosnia.ba
Phone / WhatsApp: +38761488008
Website: travelbosnia.ba

1. Services

BH Travel provides transport and travel-related services, including but not limited to:

  • day tours from Sarajevo;
  • private and group tours;
  • airport transfers to and from Sarajevo International Airport;
  • intercity transfers;
  • private car transport;
  • custom transport arrangements agreed directly with the customer.

The exact details of each service, including route, date, time, pick-up location, drop-off location, vehicle type, number of passengers, included services and price, are shown on the relevant booking page or agreed directly in writing with BH Travel.

Unless clearly stated otherwise, prices do not include personal expenses, food and drinks, entrance tickets, optional activities, travel insurance, tips, additional waiting time, additional stops, or any service not expressly included in the booking confirmation.

2. Booking Process

Customers may book services through our webshop by selecting an available date, time slot, service, number of passengers and any available options.

After completing the booking process, the customer will receive a booking confirmation by email. The booking confirmation may include the service details, date, time, pick-up location, total price, amount paid, remaining balance, and other relevant instructions.

A booking is considered confirmed only after BH Travel sends the customer an email confirmation or otherwise confirms the booking in writing.

BH Travel reserves the right to decline or cancel a booking if the selected slot is unavailable, if the booking information is incomplete or incorrect, if payment is not successfully processed, or if the service cannot be provided for operational, safety, legal or other justified reasons.

3. Direct Bookings via WhatsApp, Email or Phone

Customers may also contact BH Travel directly by WhatsApp, email or phone to request information, customize a service, ask for a price quote, or agree on specific booking conditions.

Any custom arrangement is valid only if confirmed by BH Travel in writing, including by WhatsApp or email.

In case of a difference between the general webshop description and a specific written agreement between the customer and BH Travel, the specific written agreement will apply to that booking, unless it conflicts with mandatory applicable law.

4. Prices and Currency

All prices are displayed on the website or communicated directly to the customer before confirmation of the booking.

Prices are shown in EUR on storefront and BAM on the webshop payment processor. The final payable amount will be shown before payment is completed.

BH Travel reserves the right to update prices at any time. Price changes do not affect bookings that have already been confirmed, unless the customer later requests changes to the booking.

Any bank fees, exchange rate differences, payment processor fees, or card issuer charges are the responsibility of the customer, unless otherwise required by applicable law.

5. Payment Options

Depending on the selected service and availability, the customer may be offered one or more of the following payment options:

  1. Full online payment
    The customer pays the full service price online by card or another available online payment method.
  2. Partial advance payment / deposit
    The customer pays an advance payment, usually between 20% and 30% of the total service price, unless another amount is shown on the website or agreed directly. The remaining balance is paid before the service or in person on the service date, as agreed with BH Travel.
  3. Reservation only, payment in person
    The customer reserves a slot online and pays the full amount in person on the day of the service, unless otherwise agreed.

The available payment options may vary depending on the service, booking date, group size, route, vehicle availability and other operational factors.

6. Online Card Payments

Online card payments are processed through a secure third-party payment processor.

BH Travel does not intentionally store full card numbers, CVV codes or other sensitive card authentication data on its own systems, unless this is handled securely by an authorized payment service provider in accordance with applicable payment security standards.

A booking paid online is not confirmed until the payment has been successfully authorized and BH Travel has issued a booking confirmation.

If online payment fails, is declined, reversed or suspected of fraud, BH Travel may cancel or suspend the booking until the payment issue is resolved.

7. Remaining Balance

If the customer pays only a deposit or advance payment, the remaining balance must be paid according to the instructions in the booking confirmation.

Unless otherwise agreed, the remaining balance may be paid:

  • in cash on the day of service;
  • by card, if available;
  • by bank transfer before the service;
  • by another method expressly accepted by BH Travel.

BH Travel may refuse to start the service if the remaining balance has not been paid as agreed.

8. Booking Confirmation

After a successful booking, the customer receives a confirmation by email.

The customer is responsible for checking that all booking details are correct, including:

  • service type;
  • date and time;
  • number of passengers;
  • pick-up and drop-off locations;
  • flight number, if applicable;
  • contact details;
  • payment status;
  • any special requests.

The customer must notify BH Travel as soon as possible if any information in the booking confirmation is incorrect.

BH Travel is not responsible for problems caused by incorrect information provided by the customer, including wrong email address, wrong phone number, incorrect flight details, wrong pick-up location or wrong travel date.

9. Customer Responsibilities

The customer is responsible for:

  • providing accurate booking and contact information;
  • being present at the agreed pick-up location on time;
  • ensuring that all passengers behave respectfully and safely;
  • complying with driver instructions and local laws;
  • wearing seat belts where required;
  • providing correct flight, hotel, address or destination details;
  • informing BH Travel in advance about large luggage, sports equipment, pets, child seats, accessibility needs or special requirements;
  • ensuring that they and all passengers have valid travel documents, visas, permits or identification where required.

BH Travel is not responsible if the customer is unable to use the service due to missing documents, border issues, late arrival, wrong information, or failure to comply with these Terms.

10. Pick-up Time, Waiting Time and Delays

The customer must be ready at the agreed pick-up location at the agreed time.

For airport transfers, the customer should provide a correct flight number. BH Travel may monitor flight arrival times where possible, but the customer remains responsible for providing accurate flight information.

Unless otherwise stated or agreed, the following waiting times may apply:

  • Airport arrivals: up to [insert number] minutes after actual landing time;
  • Hotel, apartment or city pick-up: up to [insert number] minutes after agreed pick-up time;
  • Intercity transfers: up to [insert number] minutes after agreed pick-up time.

Additional waiting time may be charged if the driver is able to wait. If the customer does not appear within the applicable waiting time and cannot be reached, the booking may be treated as a no-show.

11. No-Show Policy

A no-show occurs when the customer or passengers fail to appear at the agreed pick-up location within the applicable waiting time, or when the customer provides incorrect information that prevents BH Travel from providing the service.

In case of a no-show:

  • the booking may be cancelled;
  • any amount already paid may be retained by BH Travel;
  • the customer will not be entitled to a refund, unless otherwise required by mandatory applicable law.

12. Changes Requested by the Customer

The customer may request changes to the booking, including changes to date, time, route, number of passengers, pick-up location or service type.

BH Travel will try to accommodate change requests, but changes are subject to availability and operational feasibility.

A requested change is not confirmed until BH Travel confirms it in writing.

Changes may result in additional charges, especially if the route, duration, vehicle type, passenger number, waiting time or service scope changes.

If the requested change cannot be accommodated, the original booking terms remain valid, unless the customer chooses to cancel the booking under the cancellation policy below.

13. Cancellation by the Customer

The customer may cancel the booking by contacting BH Travel by email, WhatsApp or another confirmed communication channel.

The cancellation is considered received only when BH Travel confirms receipt of the cancellation request.

The following cancellation rules apply, unless different terms are clearly stated for a specific service or agreed in writing:

13.1 Cancellation 14 or More Days Before the Reserved Date

If the customer cancels 14 or more days before the reserved service date, BH Travel may refund the amount paid, less any non-refundable bank fees, card processing fees, payment processor fees, administrative costs, or other costs already incurred, where applicable and legally permitted.

13.2 Cancellation Less Than 14 Days Before the Reserved Date

If the customer cancels less than 14 days before the reserved service date:

  • if the full amount was paid online through the webshop, BH Travel has the right to retain 30% of the paid amount, and the remaining amount may be refunded to the customer;
  • if only an advance payment or deposit was paid, BH Travel has the right to retain the full amount of the advance payment or deposit;
  • if no payment was made and the booking was only reserved for payment in person, BH Travel may cancel the slot and may refuse future bookings from the same customer in case of repeated late cancellations or abuse of the reservation system.

13.3 Same-Day Cancellation

If the customer cancels on the same day as the service, BH Travel may retain the full amount paid, unless otherwise agreed or required by mandatory applicable law.

13.4 Cancellation After the Service Has Started

If the customer cancels after the service has started, arrives late, leaves the tour or transfer early, refuses to continue, or chooses not to use part of the service, no refund will be issued for the unused portion, unless otherwise required by mandatory applicable law.

14. Refunds

Approved refunds will normally be processed using the same payment method used for the original payment.

Refund processing times depend on the bank, card issuer or payment processor. BH Travel is not responsible for delays caused by banks or payment processors.

Any payment processor fees, bank charges, currency conversion differences or transaction costs may be deducted from the refund amount where legally permitted.

Refunds are not issued for delays, changes or non-performance caused by the customer, including late arrival, incorrect booking information, missing documents, wrong pick-up location, failure to answer calls or messages, or no-show.

15. Cancellation or Changes by BH Travel

BH Travel may cancel, reschedule, modify or adjust a service if necessary due to:

  • unsafe weather conditions;
  • road closures;
  • traffic accidents or major traffic disruption;
  • vehicle breakdown;
  • driver illness or unavailability;
  • border delays;
  • police instructions or government restrictions;
  • force majeure events;
  • safety concerns;
  • insufficient operational capacity;
  • any other circumstance outside BH Travel’s reasonable control.

If BH Travel cancels a confirmed booking before the service starts and no suitable alternative is accepted by the customer, the customer will be entitled to a refund of the amount paid for the cancelled service.

BH Travel may replace the vehicle, driver or route with a reasonable alternative if this is necessary to provide the service safely and efficiently.

Minor changes to timing, order of itinerary, stops or route may be made for safety, traffic, weather or operational reasons.

16. Tours, Routes and Itineraries

Tour descriptions, travel times, route durations and itinerary details are provided for general information.

Actual duration and route may vary due to traffic, weather, road conditions, border crossings, public events, passenger behavior, waiting time, seasonal conditions, or other circumstances.

BH Travel may change the order of stops or modify the itinerary where reasonably necessary.

The customer understands that day tours and transfers involve road travel and may be affected by conditions outside BH Travel’s control.

17. Airport Transfers

For airport transfers, the customer must provide correct flight information, including flight number, arrival time, departure time and airport terminal where applicable.

BH Travel may monitor flight delays where technically possible, but cannot guarantee real-time tracking in every case.

If the customer provides incorrect flight information, fails to update BH Travel about changes, or cannot be reached, BH Travel is not responsible for missed transfers or additional costs.

For departure transfers, the customer is responsible for choosing a pick-up time that allows enough time for check-in, security control, traffic, weather, road conditions and other delays.

18. Intercity Transfers

Intercity transfers are provided between agreed pick-up and drop-off points.

The quoted price applies only to the agreed route, date, time, number of passengers and luggage information provided at the time of booking.

Additional stops, route changes, waiting time, detours, border delays, extra luggage or additional passengers may result in extra charges.

For international or cross-border transfers, the customer is responsible for valid passports, visas, residence permits, travel authorizations and any other required documentation.

BH Travel is not responsible if a customer is refused entry, delayed or prevented from crossing a border due to documentation, legal or immigration issues.

19. Luggage

The customer must inform BH Travel in advance about the number and size of luggage items.

Standard luggage is included only to the extent that it fits safely in the assigned vehicle.

BH Travel may refuse to transport luggage that is oversized, unsafe, illegal, dangerous, dirty, leaking, or not previously disclosed.

The customer is responsible for personal belongings and luggage during the service. BH Travel is not responsible for lost, forgotten or damaged personal items unless the loss or damage was caused by BH Travel’s proven fault, and only to the extent permitted by applicable law.

20. Child Seats and Special Requests

Customers must inform BH Travel in advance if they require child seats, booster seats, accessibility assistance, extra luggage space, pet transport or any special arrangement.

BH Travel will try to accommodate special requests, but availability is not guaranteed unless confirmed in writing.

Additional charges may apply for special requests.

The customer remains responsible for ensuring that any child seat or special arrangement meets the passenger’s specific needs, unless otherwise required by applicable law.

21. Passenger Conduct and Safety

All passengers must behave respectfully toward the driver, guide, other passengers, local residents and third parties.

BH Travel may refuse service, stop the service or remove a passenger from the vehicle or tour if the passenger:

  • behaves aggressively, abusively or dangerously;
  • is intoxicated or under the influence of drugs;
  • damages the vehicle or property;
  • refuses to follow safety instructions;
  • harasses the driver, guide or other passengers;
  • violates applicable laws;
  • creates a safety risk.

In such cases, no refund will be issued, and the customer may be responsible for any damage, cleaning cost, repair cost, fine, penalty or loss caused by the passenger’s behavior.

Smoking, vaping, drug use and excessive alcohol consumption are not allowed in vehicles.

22. Vehicle Damage and Cleaning Fees

The customer is responsible for any damage caused by the customer or passengers to the vehicle, equipment or property of BH Travel or third parties.

BH Travel may charge the customer for:

  • vehicle damage;
  • excessive cleaning;
  • stains, spills or odors;
  • broken equipment;
  • lost keys or accessories;
  • fines or penalties caused by passenger conduct;
  • any other direct cost caused by the customer or passengers.

23. Travel Insurance

Travel insurance is not included unless expressly stated in the booking description.

BH Travel recommends that customers obtain appropriate travel insurance covering cancellation, illness, personal injury, lost luggage, travel delays and other travel risks.

24. Health, Fitness and Accessibility

Some tours may involve walking, uneven terrain, stairs, weather exposure, long driving times or other physical conditions.

The customer is responsible for assessing whether the selected service is suitable for their health, mobility and fitness level.

Customers must inform BH Travel in advance of any medical, mobility or accessibility needs that may affect participation.

BH Travel will try to assist where reasonably possible, but cannot guarantee that every service, vehicle or location is accessible.

25. Photos, Videos and Marketing

BH Travel may take photos or videos during tours for marketing purposes only with the customer’s consent, where required.

Customers who do not want to appear in photos or videos should inform BH Travel before or during the service.

Customers may take personal photos and videos during the service, provided they do not disturb the driver, guide, other passengers, traffic safety or third parties.

26. Website Content

BH Travel tries to keep all website information accurate and up to date. However, descriptions, photos, prices, availability, itineraries and service details may occasionally contain errors or become outdated.

BH Travel reserves the right to correct errors, update content, change service descriptions and adjust availability at any time.

Photos on the website are illustrative and may not always show the exact vehicle, location, weather, route or experience.

27. Promotions, Discounts and Coupons

Promotions, discounts and coupons may be subject to specific conditions, including validity period, selected services, minimum booking value or limited availability.

Discounts cannot be combined unless expressly stated.

BH Travel may cancel or refuse a discount if it was used incorrectly, fraudulently or contrary to the promotion rules.

28. Personal Data and Privacy

BH Travel collects and processes customer data necessary to handle bookings, payments, customer communication and service delivery.

This may include name, email address, phone number, WhatsApp contact, pick-up address, flight information, payment status and other booking details.

Customer data may be shared with drivers, guides, payment processors, IT service providers or other partners only where necessary to provide the service, process payment, comply with legal obligations or protect legitimate business interests.

More information should be provided in a separate Privacy Policy available on the website.

29. Complaints

If the customer is not satisfied with the service, they should contact BH Travel as soon as possible, preferably during the service or immediately after the service, so that BH Travel has an opportunity to resolve the issue.

Complaints may be submitted by email or another official communication channel.

The complaint should include:

  • customer name;
  • booking number;
  • service date;
  • description of the issue;
  • photos or evidence, if available;
  • requested resolution.

BH Travel will review complaints fairly and respond within a reasonable time.

30. Limitation of Liability

To the maximum extent permitted by applicable law, BH Travel is not liable for indirect, incidental, special or consequential damages, including loss of enjoyment, missed flights, missed connections, lost business opportunities, loss of profit, or additional travel costs, unless caused by BH Travel’s proven fault and where liability cannot be limited by law.

BH Travel is not responsible for delays, route changes, missed connections or additional costs caused by traffic, weather, road closures, border control, accidents, police actions, public events, strikes, force majeure, customer delay, incorrect customer information or other circumstances outside BH Travel’s reasonable control.

Nothing in these Terms excludes or limits liability where such exclusion or limitation is not allowed under mandatory applicable law.

31. Force Majeure

BH Travel is not responsible for failure or delay in performing its obligations caused by events outside its reasonable control, including but not limited to natural disasters, extreme weather, road closures, traffic accidents, strikes, war, civil unrest, epidemic, pandemic, border restrictions, government measures, fuel shortages, technical failures, vehicle breakdowns, or other force majeure events.

In such cases, BH Travel may cancel, reschedule, modify or suspend the service.

32. Consumer Rights

Nothing in these Terms affects any mandatory consumer rights that the customer may have under applicable law.

Where mandatory consumer protection rules grant the customer rights that cannot be limited or waived, those rights will apply regardless of these Terms.

Because BH Travel services are usually booked for a specific date and time, and because capacity, vehicles and drivers are reserved for the customer’s selected slot, the cancellation policy in these Terms applies to confirmed bookings, unless mandatory applicable law requires otherwise.

33. Governing Law and Jurisdiction

These Terms are governed by the laws of Bosnia and Herzegovina.

Any dispute arising from or relating to these Terms, the website, bookings or services will first be attempted to be resolved amicably between the customer and BH Travel.

If an amicable solution cannot be reached, the dispute may be submitted to the competent court or authority in Bosnia and Herzegovina, subject to any mandatory consumer protection rules that may apply.

34. Changes to These Terms

BH Travel may update or change these Terms from time to time.

The version published on the website at the time of booking applies to that booking, unless a later version is required by law or accepted by the customer.

Customers are encouraged to review these Terms before making a booking.

35. Acceptance of Terms

By using the website, submitting a booking request, making a payment, paying a deposit, confirming a reservation, or agreeing to a service by WhatsApp, email or other written communication, the customer confirms that they have read, understood and accepted these Terms and Conditions.

Short checkbox text for checkout

Možeš staviti ovaj kraći tekst pored checkboxa na checkoutu:

I have read and agree to the Terms and Conditions, Privacy Policy, payment terms and cancellation policy of BH Travel / Travel BH d.o.o. I understand that if I cancel less than 14 days before the reserved service date, BH Travel may retain 30% of the paid amount if the full price was paid online, or retain the full advance/deposit amount if only an advance/deposit was paid.

Kratki cancellation tekst za stranicu proizvoda

Ovo može stajati na stranici svake ture/transfera:

Cancellation policy:
You may cancel your booking by contacting BH Travel in writing. For cancellations made 14 or more days before the reserved service date, the paid amount may be refunded, less any applicable bank, card processing or administrative fees. For cancellations made less than 14 days before the reserved service date, BH Travel may retain 30% of the paid amount if the full service price was paid online. If only an advance payment/deposit was paid, BH Travel may retain the full advance/deposit amount. Same-day cancellations and no-shows may be non-refundable, unless otherwise required by applicable law.