Last updated: 2 November 2026
These terms apply to tours booked on zelanos.com or directly with us by email, phone or WhatsApp. Please read them before you book. By completing a booking you accept them.
Who you book with
Your contract is with P Group Plovdiv Ltd (Пи Груп Пловдив ЕООД), UIC 200806730, registered at 53 Rayko Daskalov St., Plovdiv, Bulgaria, operating as Zelanos Tours. Tour operator registration: РК-01-6501. Contact: [email protected], +359 888 905 811.
Prices
- Prices are in euro (EUR), per person, and include VAT where it applies.
- The price per person depends on the size of your group. The price shown when you book is the price you pay.
- Each tour page lists what is included and what is not. Entrance fees, meals, drinks and tips are only included where the tour page says so.
Booking and payment
- Bookings are made through our online booking system (Bókun). Your booking is confirmed when you receive a confirmation email.
- Payment is taken in full at the time of booking by card through the booking system, unless we agree otherwise in writing.
- Please check the date, number of travellers and pick-up details in your confirmation and tell us at once if anything is wrong.
Cancellation by you
- Cancel at least 24 hours before the tour starts and you get a full refund.
- If you cancel less than 24 hours before the start, or do not show up at the agreed pick-up time and place, the amount paid is not refunded.
- Changes to the date or number of travellers less than 24 hours before the start are not possible.
- To cancel, use the link in your confirmation email or write to [email protected]. The time we receive your request counts.
- Refunds go back to the card you paid with. Your bank may take several days to show them.
Changes or cancellation by us
- We may need to cancel a tour because of bad weather, safety reasons, closed sites or border conditions, or other events outside our control. We then offer you another date or a full refund, at your choice.
- We may change the order of stops or replace a stop with a similar one when a site is unexpectedly closed or local conditions require it. We tell you as soon as we know.
Pick-up and timing
- Day tours include pick-up from hotels in central Sofia. Please be ready in the hotel lobby at the confirmed time.
- Durations are approximate and can change with traffic, border queues and weather.
Documents and health
- For tours that cross a border (for example to Serbia or North Macedonia), every traveller needs a valid passport or EU identity card, and any visa required for their nationality. We cannot refund a traveller refused at the border for missing documents.
- Some tours include walking or hiking. Please check the tour description and tell us about any health or mobility needs before you book.
- Children must be accompanied by an adult.
Your responsibilities
Please follow the guide’s safety instructions and the rules of the places you visit, including dress codes at monasteries and churches. We may exclude a traveller whose behaviour puts others at risk, without a refund.
Our liability
We are responsible for providing the services described in your booking with due care. We are not liable for losses caused by your own actions, by third parties not connected to the tour, or by events outside our control. Nothing in these terms limits your rights as a consumer under Bulgarian and EU law.
Complaints
If something goes wrong, tell your guide at once so we can try to fix it on the spot, and write to [email protected] within 14 days after the tour. We reply within 14 days. If we cannot agree, you can contact the Bulgarian Commission for Consumer Protection (kzp.bg).
Law
These terms are governed by Bulgarian law. Consumers keep the protection of the mandatory laws of their country of residence.