Refund & Cancellation Policy

Payments on North Macedonia Tours go to NMT, which holds the money and pays partners monthly. That structure exists so both sides are protected: travellers get a real guarantee, and partners never chase payments. It also means every refund decision is made by a person on our staff — nothing is automatic in either direction.

Before payment

A booking request costs nothing until it's paid. You can cancel it freely, and unpaid requests expire on their own after 48 hours.

Cancelling a paid booking (traveller)

Submitting a cancellation on a paid booking opens a dispute that our staff resolves, guided by these baselines:

• 7+ days before the service date — full refund as the normal outcome.
• 3–7 days before — 50% refund as the baseline; more when the partner agrees or can refill the date.
• Less than 72 hours / no-show — no refund as the baseline, because the partner reserved the day for you and can no longer sell it.

Staff can deviate from the baselines for documented emergencies, and will always try rescheduling before refunding.

Cancelling a paid booking (partner)

If a partner can't fulfil a paid booking, our staff steps in immediately: the traveller chooses between a full refund or an equivalent rebooking with another verified partner. Repeated partner cancellations affect the partner's standing on the platform.

Service quality claims

If a service materially failed to match its listing, report it from your booking page. Our staff investigates every claim — talking to both sides and reviewing the evidence — before deciding on a remedy. Two things are firm:

• Confirmed failures are made right — refund (partial or full) or rebooking, at our cost if needed.
• False or exaggerated claims are rejected and, when repeated, lead to account action against the claimant. Our partners' time and reputation are protected — that's a founding rule of this platform.

Weather & force majeure

For events nobody controls (dangerous weather, road closures, natural events), the default remedy is a free reschedule; when rescheduling is impossible, staff arranges a refund.

How refunds are paid

Approved refunds are returned to the original payment method. Bank processing typically takes 3–10 business days after our decision.