Effective Date: 05/05/2026

At Bistrica Rafting Outdoors (“we”, “our”, or “us”), we aim to provide a safe and enjoyable experience for all our customers. This policy outlines the terms for cancellations, refunds, and payments processed via PokPay.

1. Booking Confirmation

All bookings are confirmed only after full or partial payment is successfully completed through our payment provider PokPay.

Once a booking is confirmed, you will receive a confirmation via email or phone.

2. Cancellation Policy

Customer Cancellations

  • More than 48 hours before the activity:
    You are eligible for a full refund (100%).
  • 24–48 hours before the activity:
    You are eligible for a 50% refund.
  • Less than 24 hours before the activity or no-show:
    ❌ No refund will be issued.

3. Company Cancellations

We reserve the right to cancel or reschedule activities due to:

  • Bad weather conditions
  • Safety concerns
  • Insufficient participants
  • Force majeure events

In such cases, customers will be offered:

  • ✅ Full refund
  • OR
  • ✅ Option to reschedule the activity

4. Refund Process (PokPay)

All refunds are processed through PokPay using the original payment method.

  • Refunds are initiated within 3–5 business days after approval
  • The time for funds to appear in your account depends on your bank/payment provider

5. Changes & Rescheduling

  • Changes to booking date/time are allowed up to 24 hours before the activity, subject to availability
  • Last-minute changes are not guaranteed

6. Late Arrivals

Customers who arrive late may:

  • Miss the activity
  • ❌ Not be eligible for a refund

We recommend arriving at least 15–20 minutes early.

7. Safety & Participation

For safety reasons:

  • We reserve the right to refuse participation if a customer is under the influence of alcohol or drugs
  • No refunds will be issued in such cases

8. Contact for Refund Requests

To request a cancellation or refund, contact us:

Email: info@bistricaraftingoutdoors.com
Phone: +355 69 73 48 852
Website: https://bistricaraftingoutdoors.com

Please include your booking details when contacting us.

9. Policy Acceptance

By completing a booking through our website and making payment via PokPay, you agree to this Refund & Cancellation Policy.

10. Policy Updates

We reserve the right to update this policy at any time. Changes will be posted on this page.