Payment and return methods
Please read the information below carefully.
Payment Terms for Excursions
✅ No advance payments. We operate without requiring advance payments for group excursions. You pay for the program on the bus or during the excursion. Advance payment may be required only when booking a program for 5 or more people ($5 per person for some programs) and for individual excursions or programs that require purchasing plane tickets or processing documents. Other excursions can be paid directly during the transfer or at the excursion site.
✅ Convenient payment methods. You won’t have to search for whom to pay. A representative of the organizer on site will inform you when payment is due. You can pay in cash—in US dollars (banknotes not older than the year 2000), euros, or Egyptian pounds. Advance payments for individual excursions and programs requiring plane tickets can also be paid in cash to the organizer’s representative. To arrange a visit from the representative, please contact our booking department via any convenient messenger.
✅ Cashless payment option. For your convenience, we offer the option to transfer the advance or full payment of the program to the organizer’s bank cards in Russian rubles, Kazakh tenge, Ukrainian hryvnias, or euros, with a small commission.
Advance Payment Refund Policy
The organizer will fully refund your advance payment if:
⚠️ You paid in cash or by bank transfer and the excursion was canceled due to the organizer’s fault;
⚠️ You canceled the program more than 24 hours before the excursion date.
Exception — programs requiring plane tickets. In such cases, the organizer cannot refund the advance payment after purchasing the airline tickets.
Advance payments can be refunded in cash or to a bank card in rubles at the exchange rate on the day of the refund or at the rate set on the day the advance payment was transferred to the organizer’s bank card. Refunds are processed within 2–3 calendar days.
What to do if the organizers do not fulfill their obligations properly
If the program does not match the description on the website or the organizer provided a service of inadequate quality, you must:
1️⃣ Be sure to take video and photo evidence of the issue;
2️⃣ At the location of the excursion, ask the guide or accompanying staff to contact their management;
3️⃣ Request or demand that the issue be resolved or ask for a full or partial refund of the excursion cost;
4️⃣ Immediately contact our booking department on site and inform the tour representatives about the situation in detail, including sending media files that confirm your claims.
Only in this way can we help resolve the conflict and influence the excursion organizer during the tour, through the organizer’s management.
Usually, they do everything possible to resolve disputes and fix issues on the spot as quickly as possible.
That’s why we always recommend bringing a smartphone with active internet access on excursions — this will help minimize any shortcomings from the organizer’s staff and ensure we can advocate in your favor.
There are possible alternative ways to resolve the situation that has occurred:
- A discount on your next excursion
- A gift
- A free excursion
In each specific case, compensation is discussed on an individual basis.
If you contacted our booking department after the excursion has ended and would like to request a discount, full or partial refund of the paid amount, the organizer must follow the steps below:
⚠️ Write to our booking department and report the discrepancy between the actual program and the description on our website. Be sure to include video evidence clearly showing the mismatch;
⚠️ If you do not have video files and cannot complete the step above, you must: write a refund request in free form, detailing the discrepancy (print it out); send a photo of the signed and dated statement; attach similar statements from two other tourists who were on the excursion with you but booked the tour separately (two separate bookings), along with their WhatsApp phone numbers and the names of the companies through which they booked;
⚠️ Wait for the organizer’s management to review the claim and confirm the refund (up to 7 calendar days); the refund can be issued in cash (USD) or transferred to a bank card in RUB, KZT, or EUR at the exchange rate on the day of the refund, or the rate used on the date the payment was made to the organizer’s card.