Terms of Service

1. About Velanuro

Velanuro (the "Platform") is an online marketplace operated by Velanuro d.o.o., a company registered in Bosnia and Herzegovina with its office in Sarajevo (71000), Bosnia and Herzegovina. Velanuro connects customers and travellers ("Customers", "Guests") with independent businesses and experience operators ("Providers", "Partners") offering bookable experiences such as tours, excursions, boat trips, rafting, kayaking, outdoor adventures, water activities, cultural and food experiences, workshops, attractions and other local activities.

Velanuro provides the marketplace infrastructure that enables discovery of experiences, booking, communication between Customers and Providers, and payment processing through third-party payment infrastructure. Velanuro is an intermediary: unless an experience is explicitly identified as operated by Velanuro, Velanuro does not operate, own or supply the experiences offered on the Platform.

2. Acceptance of Terms

By accessing or using the Platform — including creating an account, browsing as a registered user, or making a booking — you agree to be bound by these Terms. If you do not agree with these Terms, please do not use the Platform.

These Terms form part of the agreement for each booking, together with the experience details, the cancellation policy displayed on the listing before booking, and any specific terms the Provider discloses on the listing. Nothing in these Terms deprives consumers of mandatory protections available to them under applicable consumer protection law.

3. Eligibility and Accounts

You may use the Platform only if you are legally capable of entering into a binding contract. Accounts and bookings should generally be made by adults.

You agree to provide accurate and complete information when creating an account or booking, to keep your login credentials confidential, and to be responsible for all activity that takes place under your account. If you believe your account has been accessed without authorisation, contact us at support@velanuro.com without delay.

4. Marketplace Role

Velanuro is an online marketplace and intermediary. We facilitate the discovery, booking and payment of experiences supplied by independent Providers. The Provider is the actual supplier and operator of the booked experience.

Velanuro may perform reasonable review and moderation of Providers and listings, and may verify certain business information. Such review or moderation is not a certification, endorsement, licensing or guarantee of the quality, legality, safety or suitability of a Provider, its staff or an experience, and must not be understood as such.

5. Relationship Between Customer, Provider and Velanuro

The booking and service contract for an experience is concluded between the Customer and the Provider. Velanuro is not a party to that contract.

Velanuro facilitates discovery of experiences, the booking process, marketplace infrastructure and payment processing. The Provider is responsible for delivering the experience. Complaints concerning the actual performance of an activity should therefore normally involve the Provider, while Velanuro supports Customers with marketplace, booking and payment matters (see Sections 32 and 33).

6. Provider Listings

Providers are responsible for the accuracy and completeness of their listings, including descriptions, images, prices, availability, schedules, meeting points, requirements, restrictions and safety information.

Velanuro may review listings before publication and may remove, suspend or reject listings or Providers that breach these Terms, applicable law, or marketplace rules. Velanuro may also display certain information about Providers (such as a reviewed badge) based on reasonable checks; this does not constitute a guarantee.

7. Booking Process

To book an experience, you select an experience, date, start time and the number of guests, and the applicable price and total amount are shown to you before you confirm the booking and complete payment.

Depending on the listing, a booking is either confirmed immediately after successful payment ("instant booking") or submitted to the Provider for confirmation ("request to book"). Your booking is not confirmed until the Platform indicates that it is confirmed.

After confirmation you receive a booking confirmation with a booking reference, and where applicable a digital voucher containing the meeting point details and check-in information (such as a QR code). It is your responsibility to review this information.

8. Prices and Currencies

Prices for experiences are set by Providers. The price and the final payable amount, including any applicable fees, are clearly displayed to you on the Platform before you confirm the booking.

Payments are supported in the currencies displayed on the Platform. Velanuro does not guarantee that every currency is supported. Currency conversion, card issuer charges, bank charges or other payment-processing fees may apply depending on the payment method and provider used.

9. Payments and Payment Processing

Payments for bookings are processed by one or more regulated third-party payment service providers. Payment card and banking information is handled by the applicable payment processor in accordance with its terms; Velanuro does not store complete payment card numbers.

The payment infrastructure may allocate (split) the transaction between the Provider and Velanuro according to the applicable marketplace commission (Section 11) and payment-processing costs. A booking may be cancelled and released if payment fails, is suspected to be fraudulent, or is later reversed.

10. Provider Payouts

Subject to the terms agreed with each Provider, the Provider's share of a paid booking is generally initiated for payout as soon as permitted by the applicable payment infrastructure and the booking/payment status.

Velanuro does not promise instantaneous settlement. Actual payout timing can depend on the payment processor, banks, the payment method, country, currency, fraud and risk checks, refunds, disputes, chargebacks, and legal or compliance requirements.

11. Velanuro Marketplace Fees / Commission

There is no setup fee and no mandatory monthly subscription fee for the standard provider plan. Velanuro earns a commission from successfully completed bookings generated through the marketplace.

The current standard marketplace commission is 15% of the booking value. This rate is the current standard and is not permanently guaranteed: Velanuro may offer promotional, founding-partner, negotiated or custom commercial terms to individual Providers, and the applicable commission or commercial terms are those agreed with the Provider and/or shown in the Provider's partner account or partner agreement.

Any change to a Provider's commercial terms is communicated to the Provider before it applies to future bookings. Commission changes do not apply retroactively to bookings already confirmed.

12. Customer Responsibilities

As a Customer you agree to:

• provide accurate information when registering and booking;
• review the experience description, requirements, restrictions, meeting point and cancellation policy before booking;
• arrive at the specified meeting point by the required time;
• follow the Provider's instructions and applicable safety instructions;
• meet any age, health, fitness, equipment or document requirements stated on the listing;
• treat the Provider's staff, other guests and equipment with respect; and
• comply with applicable laws.

13. Provider Responsibilities

As a Provider you are, to the fullest extent permitted by law, responsible for:

• delivering the experience as booked;
• the accuracy of your listings, pricing, availability and schedules;
• your staff, equipment, vehicles and premises;
• meeting points and arrival instructions;
• safety procedures and the safe operation of your experiences;
• obtaining and maintaining any permits, licences and insurance required under applicable local law;
• complying with applicable local laws and regulations, including safety and consumer protection rules; and
• taxes applicable to your business and fulfilling your confirmed bookings.

14. Experience Requirements and Restrictions

Individual experiences may have their own age, health, physical, equipment or document requirements. These are displayed on the listing and must be reviewed before booking. Velanuro does not set a universal minimum participation age because activities differ; where minors participate in an experience, their parents or guardians are responsible for them.

A Provider may reasonably refuse participation where a stated requirement is genuinely not met, or where continuing would compromise safety.

15. Cancellations and Refunds

Cancellations and refunds are governed by our Cancellation & Refund Policy, which forms part of these Terms for each booking, together with the cancellation policy displayed on the listing before you book. The listing-specific policy displayed before booking takes priority where applicable.

16. Provider Cancellations

If a Provider cancels and cannot provide the booked experience, the Customer will normally receive a 100% refund of the amount paid for the cancelled booking. Velanuro may also help the Customer find an alternative experience where practical, but replacement availability cannot be guaranteed.

Providers that repeatedly cancel confirmed bookings may be warned, deprioritised, temporarily suspended or removed from Velanuro, depending on the circumstances.

17. Weather and Force Majeure

Some experiences are weather-dependent and are marked as such on the listing. If the Provider determines that an experience cannot safely operate because of weather or other operating conditions, the Customer will normally be offered either rescheduling, where available, or a full refund for the cancelled experience. The Provider, as the operator of the activity, normally determines whether operating conditions are safe.

A Customer deciding independently not to attend because they dislike the weather does not automatically qualify for a weather cancellation where the Provider is still safely operating the experience.

Similar principles apply where an experience cannot take place due to events beyond the reasonable control of the Provider (for example natural disasters, severe weather, or official restrictions).

18. No-Shows and Late Arrivals

If a Customer fails to arrive at the required meeting point by the specified time and the Provider cannot reasonably accommodate them, the booking may be treated as a no-show. Customer no-shows are normally non-refundable.

Providers should make reasonable efforts to accommodate late Customers where practical, but are not required to delay group departures or materially disrupt an experience because a Customer is late. A late arrival resulting in a missed experience may be treated as a no-show.

19. Changes to Experiences

Providers may need to make minor or reasonable changes to an experience (for example timing within the booked day, or equipment adjustments). Where a change is material, the Customer will be informed. If a material change is not acceptable to the Customer, the Customer will normally be offered rescheduling or a refund in line with the Cancellation & Refund Policy.

20. Reviews and User Content

Reviews must reflect genuine experiences with the booked experience. Reviews and other user content must not contain fraud, spam, threats, discriminatory or otherwise illegal content, unrelated promotional material, impersonation, or private or sensitive information about others.

Velanuro may moderate or remove reviews and content that violate marketplace rules. Velanuro does not edit or remove legitimate reviews merely because they are negative. You remain responsible for the content you submit and you grant Velanuro a non-exclusive licence to display it on the Platform.

21. Prohibited Conduct

When using the Platform you must not:

• use the Platform for any unlawful purpose or in breach of these Terms;
• create accounts or submit content that is fraudulent, infringing or misleading;
• interfere with the Platform's security or operation, including scraping, reverse engineering or attempting to gain unauthorised access;
• abuse, harass or threaten other users; or
• circumvent or misuse booking, payment or review systems.

22. Marketplace Integrity / Circumvention

Velanuro can only operate the marketplace if bookings generated through the Platform are completed through the Platform. You must not use Velanuro solely to discover another user or Provider and then intentionally move a Velanuro-generated booking off-platform for the purpose of avoiding marketplace fees.

This provision is not intended to restrict ordinary business: independent relationships that existed before Velanuro, or bookings that have no connection to the Platform, do not automatically violate this provision. Fee-avoidance connected to Velanuro-generated bookings may result in account restrictions or suspension.

23. Intellectual Property

The Velanuro name, logo, website design, and the Platform's software and content are protected by intellectual property rights owned by or licensed to Velanuro d.o.o. You may not use them without our prior written permission, except as strictly necessary to use the Platform.

Providers retain rights to their own listing content and grant Velanuro a non-exclusive licence to display it on the Platform for the purpose of operating the marketplace.

24. Third-Party Services

The Platform may contain links to or integrations with third-party services, including Provider websites, payment providers and map services. These third parties operate under their own terms and privacy policies. Velanuro does not control them and is not responsible for their content or services.

25. Safety and Assumption of Risk

Some experiences — such as boat trips, rafting, kayaking and other outdoor or adventure activities — involve inherent risks that cannot be eliminated even when carried out with proper care.

Customers are responsible for reviewing the health, age, physical and equipment requirements, the Provider's and safety instructions, and the meeting point and time, before and during the experience. Providers remain responsible for operating their experiences safely and for complying with applicable safety requirements.

Nothing in these Terms excludes or limits liability, or excludes a party's statutory obligations, where doing so is not permitted by applicable law.

26. Disclaimers

The Platform is provided on an "as is" and "as available" basis. Velanuro does not guarantee that the Platform will be uninterrupted, timely or error-free, and does not make guarantees about the quality, legality, safety or suitability of experiences beyond what the marketplace can reasonably verify.

Velanuro's review and moderation of listings (Section 4) does not constitute an endorsement or guarantee. Experience information, images and availability are supplied by Providers.

27. Limitation of Liability

To the maximum extent permitted by applicable law, Velanuro is not liable for indirect, incidental or consequential damages, or for the acts, omissions or performance of Providers and their staff.

To the maximum extent permitted by applicable law, Velanuro's aggregate liability arising out of or in connection with the Platform is limited to the total amounts you paid through the Platform for the booking giving rise to the claim.

Nothing in these Terms limits or excludes any liability that cannot lawfully be limited or excluded, and nothing in these Terms deprives consumers of mandatory protections available to them under applicable consumer protection law.

28. Indemnification

Where legally enforceable, you agree to indemnify Velanuro d.o.o. against reasonable claims, losses and expenses arising out of your breach of these Terms, your unlawful content or your misconduct in connection with the Platform. Where mandatory law provides otherwise, those mandatory rules prevail.

29. Suspension and Termination

Velanuro may suspend, restrict or terminate access to the Platform where reasonably necessary — for example due to breaches of these Terms, suspected fraud, payment failure, or legal or regulatory requirements.

Customers may stop using the Platform at any time. Providers may stop offering experiences, subject to honouring bookings already confirmed. Termination does not affect rights and obligations that have already accrued, including confirmed bookings.

30. Changes to the Platform

Velanuro continuously develops the Platform and may modify, add or discontinue features, experiences or parts of the service. Where reasonable, we will inform affected users of significant changes.

31. Changes to These Terms

Velanuro may update these Terms from time to time. Material changes are communicated appropriately before they take effect (for example through the Platform or by notice to affected users). The applicable version and its date are displayed at the top of this document.

If you continue to use the Platform after the updated Terms take effect, you accept the updated Terms.

32. Applicable Law

These Terms are governed by the laws of Bosnia and Herzegovina, without regard to conflict-of-law rules.

Nothing in these Terms deprives consumers of mandatory protections available to them under applicable consumer protection law. Where mandatory rules of a consumer's country of residence apply, those rules prevail over these Terms to the extent of the conflict.

33. Dispute Resolution

Velanuro may assist Customers and Providers with communication and may help facilitate the resolution of disputes. However, because the underlying experience is supplied by the Provider, complaints concerning the performance of an activity should normally involve the Provider.

Customers can always contact support@velanuro.com for marketplace, booking and payment support. Velanuro is not a court, arbitrator or final authority over every Provider–Customer dispute. We encourage parties to seek an amicable resolution first; where that is not possible, disputes are resolved before the competent courts in accordance with applicable law, respecting any mandatory consumer rights to bring proceedings in the consumer's country of residence.

34. Severability

If any provision of these Terms is found to be invalid or unenforceable, the remaining provisions continue to apply in full force, and the invalid provision is replaced by a valid provision that most closely reflects its original intent.

35. Contact

Velanuro d.o.o. Sarajevo, 71000, Bosnia and Herzegovina Email: support@velanuro.com

For business and partnership inquiries, please use the contact details published on our contact page. See also our Privacy Policy and Cancellation & Refund Policy.