Terms and conditions
1. GENERAL TERMS
These Terms and Conditions govern the booking and use of services provided by company SC
Heritage doo (Sheva Walking Tours and Travels), registered and located at Maršala Tita 154 in
Mostar, BiH 88000 (ID # 4228102600008), (hereinafter, We/Us/Our), and the guest (hereinafter,
You). Sheva Tours and Travels operates as a local tour provider and DMC.
Payment for services provided by Sheva Tours and Travels can be made both online and at POS.
Payments made online are supported by Stripe (online payment gateway) and processed through
PlaceMaking LLC, registered and located in West Lafayette, Indiana USA.
By accepting these Terms and Conditions, You confirm that you read, understood, and accept these
Terms and Conditions.
2. MAIN FEATURES OF THE SERVICES
The schedule, content, itinerary, and prices of the tours and travel services provided by SC Heritage
doo are published and available on www.mostarfreewalkingtours.com. Custom services including but
not limited to personalized travel itineraries, transfers, extra meals, optional excursions, entrance
tickets may not be included in the published itinerary and contents but may be requested by You.
Contact Us directly for cost estimates and full-service descriptions. Some services such as travel
insurance or flights are Your responsibility and must be purchased by You.
3. BOOKING AND PAYMENT
All bookings must be made through Our website via the integrated Orioly booking system, authorized
travel agents, or by contacting Our team directly through website contact form, email, or message.
The booking becomes valid when the tour and/or travel services are paid in full or as a deposit.
A deposit of 30% is required at the time of booking to secure Your reservation. The total balance
must be paid at latest 30 days prior to the date of the scheduled tour or travel service. If payments are
not received by the due date, We reserve the right to cancel the booking, and any deposit made will be
forfeited. In cases when reservations are made within the 30-day payment window, We ask that you
pay in full upon booking. Please see Our Cancellation policies for further details.
When booking directly via Our website through an integrated booking system, payment is made using
a secure online payment gateway through PlaceMaking LLC. We use Stripe for online authentication
of credit and debit cards (one-time), and the client is charged in real time. In this case, You will
receive an invoice for the payment and the voucher for the tour or travel service you have booked. All
payments are carried out by a transaction in Euro.
4. PRICES AND INCLUSIONS
The prices of the available tour and travel services are stated for each activity and are based on per
person participation unless otherwise stated. Prices include only those items specified in the package
details and do not include personal expenses, travel insurance, visas, or optional activities not listed or
formally agreed upon in the itinerary. Prices published at the time of booking will be honored unless
otherwise noted during correspondence or due to major currency or taxation shifts beyond Our
control. Prices are set by SC Heritage doo (Sheva Walking Tours and Travels) and PlaceMaking LLC;
prices are non-negotiable.
5. CHANGES TO ITINERARY
We strive to adhere to the published itinerary. However, changes may be necessary for reasons
including weather, safety, local events, or availability of third-party services. Any significant change
will be communicated to You as soon as possible and alternative arrangements will be made, if
feasible.
6. MINIMUM TRAVEL NUMBER AND REPLACING TRAVELERS
The minimum required number of booked travelers is stated within the tour or travel service
description. In case the minimum number of booked travelers is not met, We have the right to cancel
the activity. You will be notified of any cancelations as soon as We are aware of the cancellation. In
such cases You are entitled to a refund of the total sum paid for the booked activity. As an alternative,
We can offer You a comparable tour or travel service. If You refuse the suggested alternatives or
disregard Our offer, then You are entitled to a refund. In case of accepting the alternative day of tour
or tour service, You have no claims against Us, except being entitled to a refund of any existing
difference of cost. If You are unable to participate in any travel activity, then You can appoint another
person to use the booking for Your tour or travel service. You must notify Us of that change in writing
at least 48 hours in advance of schedule tour or service. We will accept that person as a substitute
traveler.
7. UNDERAGE TRAVELERS
A person under the age of 18 years is considered an underage traveler. An underage traveler may
participate in an activity when accompanied by a parent, a guardian, or responsible party. Alcohol will
not be served to underage travelers on any tour or travel service (e.g. wine tour, wine tasting, meal).
The legal drinking age in our service area is 18 years.
9. TRAVELER RESPONSIBILITIES
You and all participants are responsible for ensuring that the physical and medical requirements for
the tour and travel services are met and obtaining any necessary health certifications. If You require
accommodations due to mobility challenges, health-related restrictions, or similar, please notify us in
advance at the time of your booking. When possible, will work toward providing any necessary
accommodations or make agreed upon changes to the itinerary in accordance with Your needs.
You and all participants must respect the customs, laws, and regulations of the host destination and
comply with all safety instructions provided by Our staff or representatives. You and all participants
are responsible for obtaining valid IDs, passports, visas, and any required legal documents. SC
Heritage doo and PlaceMaking LLC are not liable for any issues, costs, or delays arising from
incomplete or inaccurate documentation or lack of travel preparation.
10. HANDLING COMPLAINTS
If You encounter an issue with any part of your travel services during Our service, please notify Our
staff or service provider immediately. They will work with You to address the issue. If the problem
cannot be resolved on-site, document it and submit a written claim to Us within 5 days of your return.
To file a complaint, please email Us at info@mostarfreewalkingtours.com. We will respond within 15
working days. If additional time is needed to gather information, We may extend this period by
another 15 working days. While We are processing your complaint, We ask that You do not involve
other institutions or publish information publicly. Any compensation is limited to the value of the
unused service portion, up to the total cost of the program. In case of a dispute, BiH and the
jurisdiction of our headquarters apply.
11. TRAVEL INSURANCE
Travel insurance, such as health, accident, trip cancellation, and luggage loss coverage, is not included
in the travel activity price. Insurance should be arranged directly with a specialized insurer prior to
your travels. If You believe You may need to cancel your trip, We recommend purchasing cancellation
insurance at the time of booking. This insurance applies only to specific situations, such as
conscription, illness, or family death (with written proof), in which case a full refund will be provided.
12. HEALTH AND SAFETY
Your and all participants’ health and safety are Our top priority. However, participants are responsible
for their health and fitness for travel. We are not liable for any illness, injury, or death occurring
during the tour except where required by applicable law. You must follow all health and safety
guidelines provided by Our staff, local guides, and third-party providers. To the fullest extent
permitted by law, SC Heritage doo and PlaceMaking LLC shall not be liable for any indirect,
incidental, or consequential damages arising from participation in any tour or travel service
13. FORCE MAJEURE
We shall not be liable for any failure to fulfil our obligations due to force majeure events, including
but not limited to natural disasters, pandemics, political unrest, or strikes. In the event of a force
majeure situation, We will make every effort to offer suitable alternatives but cannot guarantee a full
refund.
14. PROTECTION OF PRIVACY
We are committed to protecting the privacy of participants and will only use personal information for
the purpose of providing customer service, including tour and travel arrangements. When booking,
You willingly submit valid and accurate information requested and guarantee us the correct and valid
information provided. We are obligated to protect that information while used for the organization and
implementation of tour and travel services. The same applies to sending Your personal information to
third parties which are necessary for the implementation of tour or travel services. We are fully
compliant with Bosnia and Herzegovina’s Law on Personal Data Protection (Zakon o zaštiti ličnih
podataka) which is aligned with the EU’s GDPR (General Data Protection Regulation). We explicitly
state which of the data is necessary to complete the reservation and to provide the booked program.
15. FINAL REMARKS
Our website www.mostarfreewalkingtours.com may contain links to websites of other companies or
organizations. Those links are just for Your information; We are not responsible for the inaccuracy of
that information or these websites’ content.
Documents such as Our Privacy Policy and Cancellation Policy are a constituent part of these Terms
and Conditions. These Terms and Conditions are governed by the laws of Bosnia and Herzegovina.
Any disputes arising from or in connection with these Terms and Conditions shall be settled
exclusively in the courts of Bosnia and Herzegovina.
By booking any tour or travel service that We offer, You confirm that You have read, understood, and
agree to follow the stated regulations within Our Terms and Conditions.
