Service delivery

Karaz Tourism sells travel services, not physical goods. Nothing is shipped and there is no delivery address. This page explains how a service you have booked reaches you.

1. From payment to confirmation

When our payment provider confirms your payment, each booking in your order shows in your account as paid, awaiting confirmation, and you receive an email saying so. Our team then checks availability with the partners involved and confirms the booking. Payment alone does not confirm a booking.

When it is confirmed, you receive a confirmation email and the booking shows as confirmed in My account → My bookings. The confirmation carries:

• the booking reference
• the experience, the date and, where it applies, the start time
• the number and type of travellers
• the amount paid and the currency
• the meeting or pickup arrangements
• a telephone and WhatsApp number for the day itself

If we cannot confirm a booking, we tell you by email and refund 100% of the amount paid for it, as set out on the Cancellation and refunds page.

If an email does not arrive within a few minutes, check your spam folder and your account, then write to [email protected] with your booking reference.

2. Your voucher and documents

The confirmation email serves as your voucher. You do not need to print it; showing it on a phone is enough. Where a partner requires a separate ticket, such as a domestic flight ticket or an entrance ticket, we send it to you before the date and tell you when to expect it.

For package tours, we give you the travel information the law requires, such as times, meeting places, hotels and a local contact, at least 24 hours before departure, unless it is already in your confirmation.

3. Meeting point and pickup

Hotel pickup, where the experience includes it: we confirm a pickup time window before the day, and the driver or guide meets you at your hotel's reception. Please be ready at the start of the window, because a shared tour has other travellers to collect after you.

A fixed meeting point, where the experience uses one: the location is in your confirmation. Arrive ten minutes before the start time.

Airport transfers: the driver meets you in the arrivals hall with a name sign after you clear customs. We use the flight number you give us at checkout to follow your arrival, so please make sure it is correct.

4. During the service

Depending on the experience, the service is delivered by our own team or by a partner we work with, such as a hotel, an airline, a transport company, a guide, a boat operator or a venue. Either way, we remain your point of contact: the telephone and WhatsApp number in your confirmation reaches our team during the experience.

5. When a service counts as delivered

A service is delivered when it has been performed on the agreed date. In a multi-day journey, each part is delivered as it is performed, and the journey as a whole on its final day.

6. If something does not happen as described

Tell the guide, the driver or our office on the day, while it can still be put right. Otherwise write to [email protected] within a reasonable time with your booking reference and what went wrong. If a service could not be delivered as booked, the Cancellation and refunds page sets out what you are entitled to, and for package tours the Package Tour Contracts Regulation gives you further rights, including a price reduction where a shortfall is not remedied.

7. What is not included

Unless the experience page says otherwise, the price does not cover personal expenses, tips, visas or travel insurance. Where an entrance fee or a meal is not included, the experience page says so before you book.