Cancellation & Refund Policy

Cancelling a booking

You may cancel a confirmed booking at any time by contacting us at the e-mail or phone number below. The refund you are entitled to depends on how far in advance of your scheduled pickup time you cancel:

• More than 24 hours before pickup — you receive a full (100%) refund of any amount you have already paid.
• Less than 24 hours before pickup — no refund is due, unless TravelCloud explicitly approves one in writing.
• No-show — if you do not appear at the agreed place and time and have not cancelled, no refund is due and the service is treated as performed.

The 24-hour window is measured against the pickup time stated in your booking confirmation, using local Montenegro time.

Changing your booking instead of cancelling

If your plans shift but you still want to travel with us, a change is often better than a cancellation. You may request changes to your booking — for example the pickup time, date, route, or number of passengers — up to 24 hours before your scheduled pickup.

Changes are subject to availability. If the change affects the price, we will tell you the new price before anything is confirmed, and we will only proceed with your agreement. If a suitable alternative cannot be arranged, the ordinary cancellation rules above apply.

Cancellation by TravelCloud

In rare cases we may be unable to perform a confirmed service — for example due to force majeure, unsafe conditions, or a vehicle failure that we cannot cover with a replacement in time. If this happens, we will contact you as early as possible and offer you a choice:

• a full refund of any amount you have paid, or
• a free rebooking of the same service at a new time or date that suits you.

The choice is yours. Beyond the refund or rebooking, TravelCloud is not liable for indirect or consequential costs, such as onward travel arrangements made by you with third parties.

Complaints

If you are not satisfied with a service, you may submit a complaint within 14 days of the service being carried out (or of its scheduled time, if it did not take place). Send complaints by e-mail to [email protected] or by phone to +382 69 427 909.

We will respond within 8 days of receiving your complaint, with our position and information on any further steps. Where a complaint results in a refund, it is paid using the method described below.

Refunds for card payments

When a booking was paid in advance by card and a refund is due — no matter how it arose or whether it covers the whole amount — we return the money only to the very Visa, Mastercard® or Maestro® card that the booking was paid with. The banks and card associations require this: the funds go back, at our request, onto the card account that was originally charged, and a card refund cannot be redirected to a different card, account, or payment method.

• The money goes back only to the card that was charged in the first place; routing a card refund to another card or account is not something the banks or card associations permit.
• In most cases the amount reappears on your account within 5 to 14 business days; exactly how long it takes comes down to the bank that issued your card and to how quickly the payment system processes the return.
• The pace at which banks, the payment service provider, and the card associations handle the return is outside our hands, so TravelCloud cannot be held responsible for delays that arise on their side.

When refunds are not made

No refund is due in the following circumstances:

• cancellation less than 24 hours before the pickup time, unless TravelCloud has explicitly approved a refund;
• no-show — you did not appear at the agreed place and time and did not cancel;
• a service that has already been carried out in full exactly as it was booked.