HELP
How can we help?
Search the most common questions. If yours isn't here, get in touch — we answer by email and by phone.
Account and profile
Registration, signing in, and the details on your profile.
How do I create an account?
Open the registration page and enter your email address and a password — or continue with your Google account. The password needs at least 8 characters, including an upper-case letter, a lower-case letter and a digit. We then walk you through a short profile setup: your name, phone number and a profile picture.
I forgot my password. What now?
On the sign-in page, click “Forgot password” and enter your email address. We'll send you a link to set a new one. If you opened your account with Google, you don't have a password with us at all — sign in with the “Continue with Google” button.
Why do I have to confirm my email address?
Confirming proves the address really is yours and stops anyone registering in your name. Hiking societies need it too: to take over a society that is already on Kojeza, you sign in with its official address and confirm it.
How do I change my profile details?
Open your profile and edit it there. You can change your name, profile picture, phone number and short bio. Your email address is tied to how you sign in, so you can't change it yourself — write to us if you need a different one.
Bookings
Booking a tour, cancelling it, and tracking its status.
How do I book a tour?
Open the tour you're interested in and start a booking. You choose the number of people and, if the organizer offers organized transport, how you'll get there. Once you accept the terms, you pay by card or following the organizer's instructions. A confirmation with your reservation number and all the details arrives by email.
How do I cancel a booking?
Open your booking and click “Cancel booking”. Before you confirm, we show you the exact amount that will come back to your card — you don't have to work it out yourself. The deadline for cancelling free of charge is on that page too.
Can I change the number of people or the date?
An existing booking can't be edited. Cancel it and make a new one with the right details. Do that while cancelling is still free and the swap costs you nothing.
Where do I see my bookings?
All your bookings and payments are on your profile, under Payments. Each one shows its state: awaiting payment, confirmed, charged, completed, cancelled or refunded.
Payment and refunds
How you can pay, when you're charged, and what comes back if you cancel.
Which cards can I pay with?
We accept Visa, Mastercard and Maestro, and payments are processed by Monri. Everything is charged in convertible marks (BAM). Some organizers take a bank transfer to their own account instead — in that case you get the payment details when you sign up, and you arrange cancellation and refunds with them.
Is the price I see the final price?
Yes. The price shown on a tour already includes the Kojeza fee, and that is the amount you pay — nothing hidden is added at checkout. If you chose organized transport, its cost appears as a separate line and you see it before you confirm.
When is my card actually charged?
When you book, your card is only authorized: your bank sets the amount aside, but nothing moves yet. The money is taken roughly 24 hours before the tour starts. If the booking is cancelled before then, the authorization is released and you were never charged.
How much do I get back if I cancel?
Within the first 60 minutes of booking we refund the full amount, whatever the tour date. After that: more than 48 hours before the start — full refund; between 48 and 24 hours — half the amount back; less than 24 hours before the start — no refund. If the organizer cancels the tour, or it's called off for weather or another safety reason, you get the full amount back no matter when that happens.
Is paying by card safe?
You enter your card details directly into secure fields hosted by Monri — they never reach Kojeza's servers and are never stored with us. Monri is certified to PCI DSS Level 1, and every card payment is additionally confirmed with your bank through 3-D Secure (Visa Secure and Mastercard Identity Check).
Tours and equipment
Tour difficulty, what to bring, and what happens in bad weather.
How do I read a tour's difficulty rating?
Difficulty is made of two numbers: K is fitness, T is technique, each on a scale of 1 to 4. K tells you how physically demanding the tour is; T tells you how technically demanding and how risky. Together they give the tour's final category: easy, moderate, hard or very hard.
What equipment do I need?
Every tour states an equipment level — ultra light, moderate, advanced or custom — along with a specific list. If the organizer requires a particular item, it's stated in the tour listing and in your booking. A guide can turn you away on the day if you arrive without required equipment.
What happens if the weather is bad?
The organizer can cancel a tour because of the weather or any other safety reason. If that happens you get a full refund, however little time is left before departure.
Where and when does the tour start?
The meeting point and departure time are on the tour page and in your booking, together with the transport details if the organizer arranges transport. If anything changes, the organizer notifies you through the platform.
For guides and societies
Publishing tours, claiming your society's profile, and fees.
How do I publish tours as a guide or a society?
Write to us at info@kojeza.com and we'll open an organizer account for you. What you get — tour listings, online sign-ups, a participant list and direct communication with hikers — is described on the Publish a tour page.
Our society is already on Kojeza. How do we claim the profile?
A great many hiking societies in Bosnia and Herzegovina already have a profile on Kojeza. Sign in with the email address officially on record for your society and confirm it — the profile then comes under your control, and you can edit it and start publishing tours.
What does Kojeza charge?
Kojeza takes a commission on every paid booking. It is already built into the price the hiker sees, so the price you set stays the amount that belongs to you. No commission is charged on the organized-transport surcharge — that is passed on to you in full.
When do we get paid?
Payouts are made weekly. You can follow the current settlement period and the history of every payout under Finances in your organizer account.
Didn't find your answer?
Write to us or give us a call. If it's about a booking, include its reservation number so we can find it straight away.