Cancellation and Refund Policy

BeTraveller OÜ acts as an intermediary in the sale of tickets, activities, and experiences provided by independent third-party suppliers.

In accordance with European consumer protection regulations, the right of withdrawal does not apply to services related to leisure activities that have a specific date or period of performance.

Once the purchase has been made, withdrawal shall not be applicable except in the cases expressly provided for in this Policy.

The User declares to have read and expressly accepted this Policy before completing the purchase, by checking the corresponding box during the payment process.

Tickets or vouchers will be sent to the email address provided by the User during the purchase process. Delivery to the indicated email address shall be considered valid and sufficient proof of delivery.

BeTraveller OÜ shall not be liable for:

• Errors in the email address provided by the User.
• Technical failures of the User's email provider.
• Spam filters or external blocks.

It is the User's responsibility to verify the correct receipt of the documentation.

Each activity may be subject to specific supplier conditions, communicated before the purchase. Such conditions may prevail regarding the material execution of the service.

Refund conditions:

• Once tickets have been processed (Section 5), no refund can be guaranteed, except in the case of an error attributable to BeTraveller OÜ (Section 10). While tickets have not been processed, a refund may be requested in accordance with Section 7 (management fees and bank charges may be deducted). In case of cancellation attributable to BeTraveller OÜ or inability to provide the service, Section 9 of the Terms and Conditions applies.
• No refunds will be issued for no-shows.
• Refunds will not be granted for changes in personal plans, flight delays, transport issues, minor illness, or other personal circumstances of the User.
• Total or partial non-use of the service by the User's decision shall not generate the right to a proportional refund.

Management fees, intermediation fees, and complementary services effectively provided by BeTraveller OÜ are part of the total price paid and shall not be refundable once the booking has been managed or tickets have been processed, except in cases of error solely attributable to BeTraveller OÜ.

All requests must be made through the official channels of the Website.

Requests for date changes, time changes, or booking modifications do not constitute a right of the User.

Any modification shall be subject to:

• Supplier availability.
• Possible additional costs.
• Tickets not having been processed.

BeTraveller OÜ does not guarantee the possibility of modification once the booking has been confirmed.

Tickets shall be considered processed when:

• They have been issued.
• They have been confirmed by the supplier.
• They have been formally communicated to the supplier.

For certain services, processing may occur automatically and immediately after payment confirmation.

From that moment, the booking is subject to the supplier's policies and no refund can be guaranteed.

The User's failure to appear at the indicated location, date, and time shall be considered a No-Show.

In case of No-Show:

• No refund shall be issued.
• No modification or rescheduling shall be permitted.
• No financial compensation shall be provided.

If the User requests cancellation due to an error in date, time, number of persons, or other details:

• A refund will only be possible if the tickets have not been processed.
• If applicable, management fees and bank charges will be deducted.
• Once processed, no refund can be guaranteed.

BeTraveller OÜ shall not be liable when the inability to enjoy the service results from incorrect data provided by the User.

It is the sole responsibility of the User to:

• Meet access requirements.
• Present valid documentation.
• Comply with official schedules.
• Respect the rules of the supplier or local authorities.

Inability to access due to non-compliance with these requirements shall not give rise to a refund.

Refund requests shall not be accepted once the ticket has been used or the contracted service has been fully or partially enjoyed.

In the event of an error directly attributable to BeTraveller OÜ in the management of the booking, including but not limited to:

• Incorrect issuance of tickets.
• Erroneous data attributable to the system or staff.
• Internal administrative failures.

The User may choose:

• Immediate reissuance or correction of tickets at no additional cost.
• Full refund of the amount effectively paid.

This provision shall not apply when the error results from incorrect, incomplete, or inaccurate information provided by the User during the purchase process.

BeTraveller OÜ shall not be liable for cancellations resulting from circumstances beyond its reasonable control, including:

• Natural disasters
• Conflicts
• Pandemics
• Government decisions
• Official restrictions

In such cases, management shall depend on the supplier's policies.

All requests must be made through the official channels of the Website.

Any claim must be submitted within a maximum period of 7 calendar days from the date of the activity.

BeTraveller OÜ may request additional documentation to verify the request.

If a refund is applicable:

• It will be made using the same payment method used for the purchase.
• No refunds will be made by means other than the original.
• The processing time shall be 7 to 14 business days, depending on the banking institution.

The User agrees to contact BeTraveller OÜ before initiating any dispute or chargeback with their financial institution.

In the event of a chargeback being initiated regarding a valid and confirmed booking, BeTraveller OÜ may:

• Submit supporting documentation to the financial institution.
• Claim resulting administrative and banking costs.
• Suspend or block future purchases.
• Take appropriate legal action.

Any dispute related to payments, refunds, or chargebacks shall be governed by the laws of the Republic of Estonia.

BeTraveller OÜ reserves the right to deny refund requests when there are reasonable indications of:

• Fraudulent use.
• Repeated abuse of policies.
• Attempts of improper use.
• Unjustified bank disputes.
• Manipulation or alteration of digital tickets.

In any case, the maximum liability of BeTraveller OÜ shall be limited to the amount effectively paid by the User for the corresponding booking.

BeTraveller OÜ reserves the right to modify this Policy at any time. The applicable version shall be the one in effect at the time of purchase.

If any provision of this Policy is declared null, invalid, or unenforceable by a competent authority, such provision shall be considered separate from the rest of the document, and all other clauses shall remain fully in effect.

Making a purchase through the Website implies full, express, and unreserved acceptance of this Cancellation and Refund Policy.

• BeTraveller OÜ
• Registration number: 17415917
• VAT number: EE102953291
• Legal form: Private Limited Company (OÜ)
• Country of incorporation: Estonia
• Registered office: Harju maakond, Tallinn, Kesklinna linnaosa, Sakala tn 7-2, 10141, Estonia
• Email: [email protected]