Terms and conditions

We operate a marketplace. We display Services offered by Hosts, take bookings, collect payment, and provide Guest support in Hebrew.

The Host provides the Service, not us. We do not own, operate, drive, guide or staff any Service. The Host is an independent business and is responsible for actually delivering the Service, for its safety, and for holding the licences, permits and insurance its activity requires.

We are responsible for the booking. We are responsible for the parts we control: taking your booking correctly, taking and handling your money correctly, confirming with the Host, telling you the truth about what you bought, refunding you when a refund is due, and helping you when something goes wrong. Clause 13 sets out what that means in practice.

Services are listed and sold individually. We do not assemble or sell holiday packages, and we do not present combinations of Services as a single product. At this stage the Platform does not offer flights or accommodation.

Where a Host imposes its own conditions on a Service — minimum age, fitness requirements, licence requirements for car rental, dress code — those conditions are shown on the Service page and form part of your Booking.

You can book without an account. If you create one, keep your login details to yourself and tell us promptly if you think someone else has used it.

Some sign-in links we email you work without a password. Those links are personal to you, expire, and should not be forwarded.

You must be at least 18 to make a Booking. You may book for children, and you are responsible for the accuracy of the details you give us about them.

When you submit and pay for a booking request, that is a request, not yet a confirmed Booking.

We pass the request to the Host. The Host has 24 hours to accept.

If the Host accepts, we confirm your Booking by email and your Booking is made. At that point a contract for the Service is formed between you and the Host, and a contract for our booking, payment and support services is formed between you and us.

If the Host does not accept within 24 hours, or declines, your Booking does not happen and we refund everything you have paid us in full, automatically. You do not need to ask. Refunds are returned to the original payment method.

Your Booking confirmation email is the record of what you bought. Read it and tell us straight away if anything on it is wrong.

Prices are shown per guest, unless the Service page says otherwise. You can display prices in several currencies for convenience, but you are always charged in euro (EUR). The Total Price and what it includes are shown before you pay.

At checkout you choose one of two ways to pay.

Option A — Full Prepayment. You pay the Total Price to us at the time of booking. Nothing is payable on the day. We pay the Host after the Service is delivered.

Option B — Deposit. You pay 25% of the Total Price to us at the time of booking, and the remaining 75% in cash directly to the Host at the start of the Service. Where this option is available:

Option B is not available for every Service. The Service page tells you which options apply.

Payment processing fee. A processing fee of 3% may be added where the law permits it. It is not charged on consumer cards issued in the European Economic Area. Where charged, it is shown separately before you pay and is not refunded if a Booking is cancelled, because the cost is incurred at the moment of payment.

Prices can change until your Booking is confirmed. Once confirmed, your Total Price does not change unless you change the Booking.

Local charges that authorities or Hosts collect on the spot — entrance levies, tourist taxes, parking, fuel, tolls, car rental deposits and excess — are your responsibility and are stated on the Service page where we know about them.

Ask us. Do not arrange changes with the Host directly, because we cannot guarantee a change we do not know about.

We will try to accommodate a change and will tell you honestly whether the Host can. A change may cost more or less; we will tell you the difference before anything is confirmed.

Each Host sets the cancellation policy for their own Service — a Host cannot publish a Service without setting one. The policy is shown on the Service page and in your confirmation email, and those are the terms that apply to your Booking.

Transfers — fixed policy. The cancellation policy for transfers is the same across the Platform and is not set by the Host:

Percentages are of the Total Price, less any processing fee under clause 6.6.

Under Option B (Deposit) we hold only your 25% deposit. Within a window where the policy gives a full refund, the deposit is returned in full. Within a window where the policy gives a partial refund or no refund, the deposit is not refunded — it is retained as the cancellation fee, and you are not charged anything beyond it.

Some Services cannot be cancelled at all — dated tickets or special events. Where that is the case the Service page says so clearly before you pay.

No 14-day cooling-off period. Under EU consumer law, the right to withdraw within 14 days does not apply to travel, transport, car rental, catering or leisure services supplied on a specific date or for a specific period. Nearly everything on the Platform falls into that category. The cancellation terms above are what protect you instead.

Refunds are made to your original payment method within 3-7 business days of us confirming the cancellation. How long your bank then takes is up to your bank.

This is on us to sort out, and we will.

If a Host cancels, or fails to provide the Service, or provides something materially different from what was published on the Service page, you may choose either:

What counts as "materially different". The comparison is against what the Service page and your confirmation promised — not against expectations or personal taste. For example: a different route or site than published, a materially different vehicle type, a significantly shorter duration, or a listed core component that was not delivered. We decide based on the listing, the correspondence and the documentation from both sides.

Under Option B, if the Host does not turn up you have not paid the cash portion, so there is nothing to recover there. We refund your deposit in full.

If you have already paid a Host in cash and the Service was not provided, tell us. We will pursue it with the Host on your behalf and press for the money back. We cannot promise recovery of cash we never held, which is one reason Option A is the safer choice for you.

Tell us as soon as you can — ideally while you are still in the destination, because that is when we can still fix it. Attach any documentation you have — photos and messages.

Some Services depend on weather or conditions outside anyone's control. Where a Host cancels for safety reasons, clause 9 applies and you are not penalised.

Where an event outside reasonable control — war, civil unrest, natural disaster, epidemic, strike, airspace closure, government restriction — prevents a Service, we will refund what we hold, less any amount a Host has already unavoidably spent and can evidence.

Give us accurate names, ages, contact numbers and any relevant medical or accessibility needs. Wrong details are the most common reason a Booking fails.

Be at the meeting point at the stated time. Hosts are not obliged to wait and no refund is due for a missed start.

Travel insurance. Buy comprehensive travel insurance, including medical cover, cancellation, baggage, and cover for any adventure activity you have booked. We strongly recommend it and we are not a substitute for it.

Fitness to participate. Only book an activity you are fit for. If a guide reasonably judges, on safety grounds, that continuing puts you or others at risk, they may end your participation. In that case we will look at the circumstances and refund the unused portion where it is fair to do so.

Bring the documents the Service requires — passport, driving licence, proof of age. Where a Host needs passport details in advance we will ask you for them and explain why.

We are liable to you for failing to perform our own obligations under clause 3.3 with reasonable care and skill: taking your booking, handling your money, confirming with the Host, describing accurately what we sell, refunding you when due, and supporting you.

We are not liable for the manner in which a Host performs a Service, or for injury, death, illness, or loss or damage to property arising from a Host's Service, except where it results from our own failure under clause 12.1.

Where we are liable, our liability is limited to the Total Price of the Booking concerned, except in cases of death or personal injury caused by our negligence, fraud, or any other liability that cannot be limited by law.

Nothing in these Terms removes or limits any right you have under mandatory consumer protection law in your country of residence, and nothing prevents you from bringing a claim against a Host directly.

This is what we actually promise, and we would rather be held to it than to a disclaimer.

Support hours are Sunday to Friday, 9:00-19:00. Outside those hours an urgent line is available around the clock — urgent requests are triaged in advance, and anything affecting a Service happening now is handled immediately.

The 30-minute figure is our internal target and the standard we hold ourselves to. The one-business-day figure is our commitment to you. We have separated the two deliberately, because a promise that only holds during office hours is not a promise.

Clause 13 does not extend our legal liability under clause 12; it describes the service standard we hold ourselves to.

Hosts write their own descriptions and supply their own photographs, prices and availability. We check what we list and we do not list Services we have not vetted, but we rely on Hosts to keep their own information current.

If you find something on a Service page that is wrong, tell us and we will correct it.

If what you received was materially different from what the listing described — as defined in clause 9.3 — clause 9.2 applies.

Only Guests who actually completed a Booking through the Platform can leave a review of it. We send the review invitation to the email on the Booking after the Service date, so every review published on the Platform comes from a verified Booking.

We do not edit reviews, and we do not pay for them. We remove reviews that are unlawful, abusive, contain personal data about other people, or are not about the Service.

Reviews reflect individual opinions, not ours.

When you search or browse, the order of results is determined by the experience’s rating — the review score from Guests who completed it.

No Host pays to appear on the Platform or to influence their position in the results.

To report a listing, review or message you believe is unlawful or breaks these Terms, email hello@makeyourtravell.com with a link and a short explanation. We will look at it, act where action is warranted, and tell you what we decided and why.

To complain about a Booking, email hello@makeyourtravell.com or message us on WhatsApp. We aim to resolve complaints within 5-10 business days.

The Platform lets you message a Host about a Booking. Use it for that.

Do not arrange payment or a separate booking outside the Platform. If you do, none of the protections in these Terms apply to it.

We can access messages for support, safety, fraud prevention and legal compliance. See the Privacy Policy.

The Platform, its design, code, text and our logos belong to us and may not be copied without written permission.

Host photographs and descriptions belong to the Host or its licensor.

If you post a review, photo or comment, you keep ownership and you give us a non-exclusive, royalty-free licence to display it on the Platform and in our own marketing. You can ask us to stop using it in marketing at any time.

These Terms are governed by the law of the Republic of Bulgaria.

The courts of Bulgaria have jurisdiction.

Clauses 20.1 and 20.2 do not affect your rights as a consumer. If you live in Israel, the European Union, or anywhere whose law gives you the right to rely on your local consumer protection rules or to bring proceedings in your own country, you keep that right in full.

These Terms are published in Hebrew and English.

The version that applies to your Booking is the one in the language you used when you made it.

Where the versions conflict or are ambiguous, the English version prevails. This does not reduce any right you have under the consumer law of your country of residence.

We may update these Terms. The version that applies to your Booking is the one published when you made it.

We will publish material changes prominently on the Platform and state the date of the update.