Website Terms and Conditions

Last updated: 23 June 2026

These Terms and Conditions (the “Terms”) govern the access to and use of the website https://tripstotake.bg (the “Website”) and the booking, purchase and use of the travel-related services, guided experiences, audio tours, digital products and related content offered under the TRIPSTOTAKE. brand.

1.1. Website operator

The Website is operated by Ivanka Todorova, UIC: 180358284, with registered address at Bulgaria, 4400 Pazardzhik, 4 Dunav str. (the “Operator”, “we”, “us” or “our”), trading under the brand TRIPSTOTAKE.

Contact details:

1.2. Scope of the Website and services

The Website provides information, booking request options and, where enabled, purchase options for:

  • Private guided walking tours and cultural experiences in Sofia and Bulgaria;
  • Custom tours, group tours, day trips and multiple-day trip requests;
  • Corporate and team discovery walks, team-building and team-event experiences;
  • Audio tours and digital travel content, including content made available through third-party platforms such as VoiceMap;
  • Consultation and Planning Service;
  • Electronic Vouchers;
  • Travel-related partner offers, including car rental offers made available by independent third-party partners such as Top Rent A Car;
  • Blog content, recommendations and travel information.

Unless expressly stated otherwise in a written booking confirmation, the Website does not sell physical products.

1.3. Definitions

For the purposes of these Terms:

  • “Customer”, “you” or “your” means any person or legal entity accessing the Website, submitting an inquiry, booking a service, purchasing a digital product or otherwise interacting with us.
  • “Consumer” means a natural person acting outside their trade, business, craft or profession.
  • “Service” means any tour, guided experience, custom itinerary, corporate event, team-building activity, travel-related assistance, audio tour, digital product or other service offered or arranged through the Website.
  • “Booking Request” means a request submitted through the Website, by email, phone, social media or another communication channel to obtain availability, a quotation or a booking confirmation.
  • “Booking Confirmation” means our written confirmation that a specific Service, date, time, price and conditions have been agreed.
  • “Third-Party Provider” means an independent supplier, partner, platform, car rental company, audio tour platform, payment provider, guide, contractor or other third party involved in the performance, booking, payment or delivery of a Service.
  • “Digital Product” means digital content or a digital service, including an audio guide, downloadable file, access link, itinerary, guide, voucher or other digital material.

1.4. Direct services, third-party services and partner referrals

Some Services may be provided directly by the Operator. Other Services may be performed with the assistance of external guides, contractors, partners or independent Third-Party Providers.

The Website may also refer you to independent Third-Party Providers. For example, the rent-a-car section refers users to Top Rent A Car as an independent car rental partner, and the audio tour is promoted in connection with the VoiceMap platform. Where a booking or payment is completed on a third-party platform or under a third party’s own terms, that third party may be the contractual provider of the relevant service and may act as an independent controller of personal data.

We will use reasonable efforts to make clear whether a Service is provided directly by us, arranged by us with a subcontractor, or provided by an independent Third-Party Provider. If this is not clear, please ask before completing your booking.

1.5. Website content and travel information

The Website contains descriptions of destinations, attractions, events, suggested itineraries, blog posts, reviews and other travel information. Such information is provided for general guidance and inspiration. We make reasonable efforts to keep it accurate and up to date, but opening hours, routes, prices, public transport conditions, event dates, weather, entry rules and third-party availability may change.

You are responsible for checking official information for museums, cultural venues, transport, visa/entry requirements, health rules and other matters relevant to your trip.

1.6. Booking methods

A booking or inquiry may be submitted by:

  • Clicking a “Book now” or similar button on the Website;
  • Completing a contact or request form on the Website;
  • Sending an email to: booking@tripstotake.bg
  • Contacting us by phone or social media;
  • Completing an online checkout, if such functionality is enabled;
  • Completing a booking through a third-party platform, where applicable.

Submitting a Booking Request does not automatically create a binding contract unless the Website expressly states that an immediate online purchase is completed. A binding contract for a direct Service is usually formed only when we send a Booking Confirmation and, where applicable, receive the required payment or deposit.

1.7. Information required from the Customer

To process a Booking Request, we may ask you to provide information such as:

  • Full name and contact details;
  • Preferred Service, date, time, language and group size;
  • Travel preferences, scope of interests and custom itinerary requirements;
  • Company details for corporate bookings;
  • Billing information;
  • Accessibility, mobility, dietary or other special requirements, if voluntarily provided and relevant;
  • Any information necessary for safety, coordination, invoicing and performance of the Service.

You must provide accurate and complete information. We are not responsible for non-performance, delays, incorrect bookings or additional costs caused by inaccurate or incomplete information provided by you.

1.8. Prices, currency and taxes

Prices are displayed or quoted in EUR unless expressly stated otherwise. Certain Services may be quoted individually depending on group size, date, duration, custom itinerary, travel distance, entry tickets, transport, partner costs or other specific requirements.

Unless expressly stated otherwise, prices do not include:

  • Personal expenses;
  • Meals, drinks, souvenirs or shopping expenses;
  • Entry tickets, museum fees or event tickets;
  • Public transport, taxi, car rental, fuel, parking or tolls;
  • Accommodation, flights or travel insurance;
  • Tips or gratuities;
  • Any additional service not expressly included in the Booking Confirmation.

If VAT applies, the price information and invoice will state VAT treatment according to the applicable rules.

1.9. Payment methods

Available payment methods may include bank transfer, card payment, payment link, online payment provider, third-party platform payment, or another method stated in the Booking Confirmation.

Payments made through third-party payment providers such as Paypercut EOOD are subject to the terms, security procedures and privacy notices of those providers. We do not store full card details unless expressly stated and lawfully supported by the payment provider.

For custom, group, corporate, multiple-day or partner-dependent Services, we may require a deposit or full prepayment. The Booking Confirmation will specify the payment deadline. If payment is not received by the deadline, we may cancel or release the booking slot.

1.10. Order confirmation and contract formation

For direct Services, the contract is formed when all of the following have occurred:

  • You submit a Booking Request or order;
  • We confirm availability, price and key conditions in writing;
  • You accept the offer and, where required, pay the deposit or full price;
  • We send a Booking Confirmation.

For immediate online purchases, if enabled, the contract may be formed when you click the final payment/order button and receive an automatic order confirmation, subject to payment authorisation and fraud/security checks.

For bookings made through a Third-Party Provider, the contract may be formed between you and that Third-Party Provider according to its own terms.

1.11. Customer obligations during tours and experiences

You must:

  • Arrive on time at the agreed meeting point;
  • Follow reasonable instructions given by the guide or Service Provider;
  • Respect local laws, public order, cultural and religious sites, private property and other participants;
  • Wear suitable clothing and footwear for walking tours and outdoor experiences;
  • Inform us in advance of relevant accessibility, mobility or safety requirements;
  • Take care of your personal belongings;
  • Avoid behaviour that endangers yourself, the guide, other participants or third parties.

We may refuse participation or terminate a Service without refund if a Customer is intoxicated, abusive, dangerous, repeatedly disruptive, or fails to comply with safety instructions.

 

1.12. Health, accessibility and suitability

Walking tours and experiences may involve walking, standing for extended periods, stairs, uneven surfaces, weather exposure and city traffic. You are responsible for assessing whether the Service is suitable for you and your group.

We will make reasonable efforts to accommodate accessibility or mobility needs where notified in advance. However, not all routes, venues or activities may be fully accessible. Special requirements must be confirmed in writing before booking.

We do not require health data unless it is necessary for safety or accessibility and voluntarily provided by you. If you provide sensitive information, we will process it only as necessary and in accordance with our Privacy Policy.

1.13. Changes requested by the Customer

Requests to change date, time, meeting point, group size, route, language, duration or scope are subject to availability and may result in additional fees. We will confirm any accepted changes in writing.

For custom, corporate, group or multiple-day Services, changes may be limited by guide availability, venue tickets, transport arrangements, third-party costs or preparation work already performed.

1.14. Cancellation by the Customer and refunds

Unless the Booking Confirmation states different cancellation terms, the following default cancellation rules apply to direct tours and guided experiences:

  • Cancellation at least 72 hours before the scheduled start time: 100% refund of amounts paid, excluding non-refundable third-party costs and bank/payment fees where lawful.
  • Cancellation between 24 and 72 hours before the scheduled start time: 50% refund, excluding non-refundable third-party costs.
  • Cancellation less than 24 hours before the scheduled start time: no refund.
  • No-show or late arrival preventing performance of the Service: no refund.

For custom itineraries, corporate events, group bookings, multiple-day trips, ticketed experiences, transport or partner-dependent Services, specific cancellation and refund terms may apply and will be stated in the Booking Confirmation. Non-refundable expenses paid to third parties may be deducted from any refund.

Refunds will normally be made to the original payment method within 14 days after approval of the cancellation, unless another lawful period or method applies.

1.15. Cancellation or changes by us

We may cancel, reschedule or modify a Service where necessary due to:

  • Guide illness or unavailability;
  • Severe weather, safety risks, strikes, public events, road closures or force majeure;
  • Insufficient or incorrect Customer information;
  • Closure or unavailability of venues or third-party services;
  • Non-payment or suspected fraud;
  • Circumstances beyond our reasonable control.

Where we cancel a direct Service for reasons not caused by you, we will offer a reasonable alternative date, equivalent Service or refund of amounts paid for the cancelled Service. We are not responsible for travel, accommodation or other indirect costs unless required by mandatory law.

1.16. Weather and outdoor conditions

Tours and experiences may take place outdoors and may proceed in light rain or normal weather conditions. If weather conditions create safety risks or make the Service impractical, we may adjust the route, reschedule or cancel the Service.

You should check the weather forecast and dress appropriately.

1.17. Specific terms for digital products and audio tours

Digital Products may be delivered by email, download link, access code, account access, third-party platform or another digital delivery method.

For audio tours made available through VoiceMap or another third-party platform:

  • The relevant platform may require you to create an account, install an app, sign in and accept third-party terms;
  • The platform may process your personal data as an independent controller;
  • Technical availability, app functionality, offline mode, GPS functionality, device compatibility and access duration may be governed by the platform’s own terms;
  • Purchases completed on the platform are subject to that platform’s payment and refund rules unless expressly stated otherwise.

Digital Products are supplied for personal, non-commercial use only unless a written bulk or corporate licence is agreed. You must not copy, resell, publish, share access codes, reverse engineer, upload or distribute Digital Products without permission.

1.18. Specific terms for Electronic Vouchers

  • We may offer electronic vouchers for selected services and experiences. Electronic vouchers are paid online and are delivered by email to the email address provided by the customer at the time of purchase.
  • Unless expressly stated otherwise, each electronic voucher is valid for 6 months from the date of issue. The voucher may be used only for the services or experiences specified in the voucher and is subject to availability, prior booking and these Terms and Conditions.
  • Electronic vouchers cannot be exchanged for cash, resold or used together with other discounts or promotions, unless expressly agreed by us. We are not responsible for incorrect email addresses provided by the customer or for unauthorised use of a voucher code after delivery.
  • Unused or expired vouchers are not refundable, unless otherwise required by applicable law. The customer’s statutory cancellation and consumer rights remain unaffected.

1.19. Specific terms for Consultation and Planning Service

  • We may offer an online consultation and planning service for travel, tours or experiences in Bulgaria. Unless otherwise stated, this service includes a 60-minute online consultation and, within 3 business days after the consultation, delivery by email of a PDF travel or tour plan prepared on the basis of the information provided by the customer.
  • The plan is provided for information and planning purposes only. It does not constitute a confirmed booking, reservation, travel package or guarantee of availability, price, weather conditions, entry requirements, transport, accommodation or third-party services, unless expressly agreed in writing.
  • The customer is responsible for checking all practical requirements before travelling, including availability, prices, travel documents, visas, insurance, health and safety requirements and the terms of any third-party providers.
  • Any changes, revisions or additional consultations are included only if expressly stated in the service description or agreed separately. The customer’s statutory cancellation and consumer rights remain unaffected.

 

1.20. Right of withdrawal for consumers

If you are a Consumer and you conclude a distance contract with us, you may have a statutory 14-day right of withdrawal, subject to important exceptions.

For service contracts, the withdrawal period generally starts from the conclusion of the contract. If you request that performance begins during the withdrawal period, you may be required to pay for the part of the Service already performed. If the Service is fully performed with your prior express request and acknowledgement, you may lose the right of withdrawal.

For leisure activities, tours, guided experiences, events, car rental, accommodation or similar services scheduled for a specific date or period, the statutory right of withdrawal may not apply. In such cases the cancellation terms in the Booking Confirmation and these Terms apply.

For Digital Products not supplied on a tangible medium, you may lose the right of withdrawal when the supply begins before the end of the withdrawal period with your prior express consent and acknowledgement that you lose the right of withdrawal.

Where an online interface allows Consumers to conclude contracts and a statutory right of withdrawal applies, the Website should implement an easy-to-find electronic withdrawal function when required by applicable EU and national consumer law. This does not apply where no statutory right of withdrawal exists.

1.21. Model withdrawal statement

Where a statutory right of withdrawal applies, you may use the following model wording, although it is not mandatory:

“I hereby withdraw from the contract concluded by me for the purchase of the following service/digital product: [SERVICE / ORDER DETAILS]. Ordered on: [DATE]. Consumer name: [NAME]. Consumer address/email: [ADDRESS / EMAIL]. Date: [DATE].”

Send the statement to: booking@tripstotake.bg

1.22. Third-party providers and partner services

We may cooperate with Third-Party Providers for car rental, audio tours, transport, additional guides, venues, ticketing, accommodation suggestions, payment processing, email, hosting, analytics or other support.

Where a Third-Party Provider is an independent provider of the relevant service, we are not responsible for its performance, availability, prices, vehicle fleet, insurance, payment processing, app functionality, account rules, cancellation policy or personal data processing, except to the extent required by mandatory law or expressly agreed in writing.

Where we engage a contractor or subcontractor to perform a Service on our behalf, we remain responsible for the direct Service to the extent provided in the Booking Confirmation and applicable law, while the contractor must comply with applicable confidentiality, safety and data protection obligations.

1.23. Package travel and linked travel arrangements

The Website currently appears to focus on tours, guided experiences, audio tours and partner referrals. If we offer or sell a combination of travel services that qualifies as a package travel arrangement or linked travel arrangement under applicable law, additional mandatory pre-contractual information, insolvency protection, cancellation and traveller rights may apply.

If a Service includes accommodation, passenger transport, car rental or other tourist services in a combined arrangement for the same trip, the final offer must be checked before sale to determine whether package travel or linked travel arrangement rules apply.

1.24. Complaints and customer support

If you are dissatisfied with a Service, please contact us as soon as possible and provide your name, booking reference, date of Service, description of the issue and supporting evidence.

We will review complaints in good faith and respond within a reasonable time, normally within 14 business days. For urgent issues during a tour or experience, contact the guide or the contact channel stated in the Booking Confirmation immediately so that we can try to resolve the issue during performance.

1.25. Consumer dispute resolution

Consumers may contact the Bulgarian Commission for Consumer Protection or the competent consumer alternative dispute resolution body, where applicable. Cross-border EU consumers may also seek assistance from the European Consumer Centres Network.

The former European Commission Online Dispute Resolution platform was discontinued in July 2025. Therefore, Website legal notices should not rely on an outdated ODR link and should instead direct consumers to current consumer redress and ADR channels.

1.26. Intellectual property

The Website, brand, texts, photos, audio scripts, itineraries, digital products, design elements, graphics, tour descriptions, blog posts and other materials are protected by intellectual property rights owned by us or our licensors.

You may access and use Website content for personal travel-planning purposes only. You must not copy, reproduce, scrape, publish, translate, adapt, distribute, sell or exploit Website content or Digital Products without written permission.

1.27. Reviews, testimonials and photos

We may publish customer reviews, testimonials and, where appropriate, photos or feedback provided by Customers. We will obtain consent where required, especially for identifiable photos or marketing use. You may contact us to request removal of your testimonial or photo, subject to applicable law and practical limitations.

 

1.28. Acceptable use of the Website

You must not:

  • Use the Website unlawfully or fraudulently;
  • Interfere with Website security, availability or integrity;
  • Submit false, offensive, defamatory, discriminatory or harmful content;
  • Attempt to access non-public systems or data;
  • Use automated scraping, bots or data harvesting without permission;
  • Infringe our intellectual property or third-party rights.

1.29. Liability

We will perform direct Services with reasonable care and skill. To the maximum extent permitted by law, we are not liable for:

  • Indirect, consequential or unforeseeable losses;
  • Losses caused by incorrect information provided by you;
  • Weather, traffic, strikes, closures, public events or force majeure;
  • Third-party platform failures, app issues, payment provider issues or partner service issues where the third party is the independent provider;
  • Personal belongings lost, stolen or damaged during a Service, unless caused by our proven fault;
  • Travel, accommodation or other arrangements booked by you independently.

Nothing in these Terms excludes liability that cannot be excluded under mandatory law, including liability for intent, gross negligence where applicable, death or personal injury caused by negligence, or statutory consumer rights.

 

1.30. Force majeure

We are not liable for delay or failure to perform caused by events beyond our reasonable control, including severe weather, natural disasters, epidemics, war, terrorism, strikes, public authority measures, transport disruption, public events, closures, cyber incidents, utility failures or third-party service failures.

1.31. Personal data

We process personal data in accordance with our Privacy Policy and Cookie Policy. By submitting a Booking Request or using the Website, you acknowledge that personal data may be processed for inquiries, bookings, service performance, payments, legal compliance, customer support, marketing where consent is given, analytics and security.

1.32. Changes to the Terms

We may update these Terms from time to time. The updated version will be published on the Website with a new “Last updated” date. The Terms applicable to a specific booking are normally the Terms in force at the time of Booking Confirmation, unless mandatory law requires otherwise.

1.33. Governing law and jurisdiction

These Terms are governed by the laws of the Republic of Bulgaria, without prejudice to any mandatory consumer protection rights that may apply in your country of residence.

Disputes shall be submitted to the competent Bulgarian courts, unless mandatory consumer law gives you the right to bring proceedings in another jurisdiction.

1.34. Contact

For questions about these Terms, bookings and cancellations please contact us:

email: booking@tripstotake.bg