Cancellation and refunds
Updated 20 September 2026
This text was written to match what the site actually does and the applicable law, but it has not been reviewed by a lawyer. It describes our practice faithfully and is not a substitute for legal review.
Our rule, in one line
As long as you have not opened the tour, you can cancel and get a full refund, up to 14 days from purchase. We tie cancellation to opening the tour rather than to a date, because a Biss tour has no fixed date and opens whenever you decide.
What the law says
Israeli consumer law allows cancelling a distance sale within 14 days of the transaction or of receiving the transaction details, whichever is later. For leisure services there is an exception that limits cancellation close to the service date. Our policy is broader than the minimum, because it does not rely on that exception.
After the tour is opened
Once you have opened the tour and started redeeming stops, the service has been delivered and is not refundable. If something went wrong along the way, a stop that was closed, a technical problem or anything else, write to us and we will sort it out. We would rather solve it than argue over a clause.
Extended period
People with disabilities, senior citizens and new immigrants are entitled by law to an extended cancellation period of up to four months, under the conditions set in the law. Contact us and we will honour it.
Cancellation fee
The law permits a cancellation fee of up to 5 percent of the transaction or 100 shekels, whichever is lower. For cancellation before the tour is opened we charge no fee.
How to cancel
Email info@biss.tours or message us on WhatsApp. We only need the buyer's name and the email address used for the purchase. We will confirm receipt, and the refund goes back to the payment method used.
When the money returns
We issue the refund within 14 days of receiving the cancellation notice. From there the credit depends on the card issuer, and usually appears within one billing cycle.
Gifts
A tour bought as a gift can be cancelled by the buyer, on the same terms, as long as the recipient has not opened it.
Who runs this site
- Legal entity
- Giraffa Urban Experiences Ltd., company no. 516096815
- Address
- Hanatziv 41, Tel Aviv, Israel
- info@biss.tours