Terms of Service

Last updated: 2026-10-28

1. Who we are and what we do

Jet.Guide is an online marketplace for tours, activities and experiences, operated from Bulgaria. The legal details of the company are in the Imprint.

We are the platform, not the operator. The experiences on Jet.Guide are organised and run by independent operators ("suppliers"): tour companies, guides, boat owners, schools, venues. When you book, the contract for the experience itself is between you and the operator named on the listing and on your voucher. The operator is responsible for running it as described, safely and lawfully.

Before you book, every listing shows who the operator is: their legal name, registered address, registration number, VAT number where they have one, and, for tour operators, their number in the Bulgarian National Tourist Register once we have checked it. All operators on Jet.Guide act as traders (businesses), not as private individuals. The listing also gives the operator's telephone number and email address, so you can reach them.

Jet.Guide's role is to publish listings, take bookings and payments, send you your voucher and emails, and handle customer service and disputes. We collect your payment (it appears on your statement as Jet.Guide) and pass the operator's share to them.

Partner offers from other platforms

Where our own operators have nothing, or very little, for a search, a page or a date, we may show offers from other platforms (for example Viator or GetYourGuide) in a separate block labelled "Partner offer". These offers are not sold by Jet.Guide: the partner named on the offer is the trader, you book and pay on its site, and its terms, prices, cancellation rules, reviews and customer service apply. Our promises, guarantees and these terms do not cover them. We may earn a commission from the partner; it never changes the order in which offers are shown, and our own listings always come first (see how we rank). Partner offers never appear at checkout, on your confirmation or voucher, or in messages about a booking with us.

2. Your account

Age. You must be at least 18 to open an account or to book. Children and teenagers take part on a booking made by an adult, who gives their details and answers for them. When you open an account you confirm that you are 18 or older; we do not check this or keep your date of birth.

You can book as a guest or with an account. Keep your password to yourself; you can switch on two-factor authentication. You can download all your data or close your account and erase your personal data at any time from your account settings — see the Privacy Notice.

3. Prices

Prices are shown in the listing's currency and include VAT and all mandatory fees. A display in another currency is an estimate using the European Central Bank's reference rate; you are charged in the listing's currency, unless checkout offers to charge you in your own currency and you choose it, at the rate shown before you pay. When a listing shows a reduced price next to a former price, the former price is the lowest price of that option in the 30 days before the reduction (Omnibus Directive, Art. 6a of Directive 98/6/EC).

In markets where prices are shown before tax, such as the United States, the price shown does not include sales tax: it is added at checkout and shown before you pay, and a former price follows that market's rules.

4. Booking and payment

A booking is confirmed when payment succeeds and, for experiences that need the operator's acceptance ("on request"), when the operator accepts. If the operator declines or does not answer in time, you receive a full refund. Payments are processed by Stripe.

Where a listing offers it, you may instead pay a deposit now and the rest later (online or, where the listing says so, at the activity), or pay later: your card is then charged at the latest when free cancellation ends. The booking is confirmed when the first payment succeeds; if a later payment fails and is not made in time, the booking is cancelled under its policy.

Where it is switched on and the booking allows it, you may split the payment with friends: after booking you divide the unpaid price into 2 to 20 shares, each paid through its own link before a deadline shown before you split. Your places are held until then, and the booking is confirmed only when every share is paid. If a share is still unpaid at the deadline, every paid share is refunded in full and the booking is released — or, only if you agreed to it on your share's page, the card you paid your share with is charged for the unpaid rest and the booking goes ahead. A share paid twice, or after the booking was released, is refunded at once. You remain the person who booked: changes and cancellations go through you, and a refund is shared out over the shares in proportion to what each paid.

5. Cancellations and refunds

Each listing shows its cancellation policy before you book, and your booking keeps the policy it was sold under even if the operator changes it later:

| Policy | You can cancel for a full refund | |---|---| | Flexible (24h) | up to 24 hours before the start | | Flexible (48h) | up to 48 hours before the start | | Moderate (3 days) | up to 72 hours before the start | | Strict (7 days) | up to 7 days before the start | | Non-refundable | not refundable |

Some listings show other policies, always before you book: transfers with a flexible fare (free cancellation up to the number of hours shown, between 1 and 168), and partial refunds by stage (for example a part of the price back up to a few days before). The policy on the listing and on your voucher is the one that applies.

If the operator cancels, or the departure does not take place for reasons on their side, you always get a full refund. Refunds go back to the original payment method.

If the operator moves your booking to a date or time you did not choose, you may keep the new time or cancel for a full refund, whatever the cancellation policy, until the deadline in the email that tells you of the move (at the latest the new start).

If you do not show up, the booking counts as used under its policy: the operator held your place.

Transfers. The driver waits at no cost for the free waiting time shown on your booking. It starts at your pickup time; for an airport pickup with a flight number, at your landing: the actual landing where we follow the flight, otherwise the landing time you gave. A driver can record that you did not come only once the free waiting time is over, at the pickup point and with a photo, and, where your flight could not be followed, not before three hours after the scheduled landing. A ride recorded that way counts as used: no refund and no review. If the vehicle does not come, report it from your booking page once the free waiting time is over (within 48 hours); when our support team confirms it, you get a full refund.

No 14-day right of withdrawal

Under Article 16(l) of Directive 2011/83/EU (implemented in Bulgaria by Art. 57, item 12 of the Consumer Protection Act), the 14-day right of withdrawal does not apply to leisure services provided on a specific date or within a specific period. Tours and activities booked for a date are such services. Your right to cancel is the cancellation policy above, which is often more generous. Passes, memberships and class packs that are not tied to a date, and gift cards, do have a 14-day right of withdrawal, as their own terms say.

6. Reviews

Only a traveller who booked through Jet.Guide — and paid, unless it was a free tour booked here — and whose experience has taken place, can review it — once per booking, within a year. Bookings an operator records itself (paid in cash, by phone or through another channel) cannot be reviewed. Every review on Jet.Guide is therefore from a verified booking. One exception, only where we switch it on: a creator we invited to a free visit may review it; that review is labelled "Tested by a travel partner (free visit)" and is not counted in the listing's rating or its number of reviews. We publish all such reviews, positive and negative; operators can reply publicly but cannot remove them. Our staff hide a review only if it breaks the law or these terms (for example, personal data or abuse), with a recorded reason. See the DSA transparency page for how reviews are verified and how search ranks listings.

7. Content rules and reporting

Do not post anything illegal, misleading, abusive, or anything that infringes someone else's rights. Anyone can report content they think is illegal or breaks these terms, from any listing, review or question, or by writing to our contact point. We review each report by a person, tell the reporter and the affected person our decision and the reasons for it, and either can contest the decision free of charge within six months.

We may hide content, take a listing off sale, or suspend an operator's account, and always give our reasons (Art. 17 of the Digital Services Act). Listings, review replies and messages that contain contact details or ask for payment outside Jet.Guide are refused automatically when they are submitted — you are told why and can correct them — and, where switched on, a review with such content waits for a person before it is published. Decisions to hide published content, take a listing off sale or suspend an account are taken by people.

Where a departure's guest chat is switched on, the same rules apply there: be respectful, do not share other people's personal data, do not advertise, and do not ask anyone to pay or book outside Jet.Guide. Contact details are masked in it. You can report any message and block another traveller; we may remove messages and stop an account from posting, always with our reasons, as for any other content.

Some activities may not be sold on Jet.Guide at all, and some only under conditions — in particular activities involving animals. The restricted activities and animal welfare policy lists them and is part of these terms for every operator.

8. Liability

Nothing in these terms limits rights you have as a consumer under Bulgarian or EU law. The operator is liable for the experience. Jet.Guide is liable for its own services — the booking, the payment and the information we add ourselves.

9. Complaints and disputes

If we cannot resolve it, you can go to the Bulgarian Commission for Consumer Protection (Комисия за защита на потребителите), use a conciliation committee or another certified alternative dispute resolution body, or go to court. You can always bring a claim in the courts of the EU country where you live.

The EU Online Dispute Resolution platform was closed on 20 July 2025 and is no longer available.

10. Law

These terms are governed by Bulgarian law. If you are a consumer living in another EU country, you also keep the protection of the mandatory rules of that country's law.

These terms are written in English. Translations are provided for your convenience; if a translation differs from the English text, the English version prevails. This does not affect the mandatory consumer-protection rules of the country where you live.

11. Changes

We will tell you about material changes to these terms at least 15 days before they apply (Platform-to-Business Regulation (EU) 2019/1150 for operators; by email for travellers with an account).