FAQ Help Center

Here are some Frequently Asked Questions that may be interesting to you!

General Questions
Refund and Cancellation policy
Travel tips for a Tourist

General Questions

Booking your tour is quick and easy!

  1. Visit our “Tours” page.

  2. Choose your preferred tour (dates, group size, options).

  3. Click “Book Now” and fill in your details.

  4. Secure your spot with an online payment (credit/debit card or other available methods).

  5. Receive instant confirmation via email with all the details.

✅ Included:

  • Professional guide.

  • Entrance fees to listed attractions.

  • Comfortable transport.

  • Meals (as mentioned in itinerary).

❌ Not included:

  • Personal expenses (souvenirs, shoppings, tea/coffee or extra meals)

  • Optional activities (horse-riding, boating etc.)

  • Gratuity

Our Advice:

  1. Dress for the weather – Check the forecast for your tour date!

    • Hot days: Light layers, sunhat, sunglasses.

    • Cold/wet days: Warm jacket, waterproof shoes.

  2. Footwear matters – Wear comfortable, non-slippery shoes (avoid sandals/flip-flops for hiking/city walks).

  3. Essentials to pack:

    • Small backpack for personal items.

    • Water bottle (some tours provide refills).

    • Camera/phone (for those epic views!).

    • Passport.

⚠️ Pro Tip: Avoid heavy luggage – we’re often on the move!

Yes! We provide special rates for private group tours starting from 7+ people.

✨ Benefits of Booking as a Group:

  • Customized itinerary (adjust pace, stops, or activities to your preferences).

  • Dedicated guide (exclusive attention for your group).

  • Cost savings compared to individual bookings.

How to Book a Group Tour:

  1. Gather your group (minimum 7 travelers).

  2. Contact us via [email/phone/booking link] with your:

    • Preferred dates.

    • Group size.

    • Any special requests (e.g., dietary needs, accessibility).

  3. We’ll send a tailored quote within 24 hours!

Note: Discounts vary by season/tour type – ask us for details!

Kazakh cuisine is a delicious mix of hearty meats, dairy, and nomadic flavors – and we cater to all dietary needs!

🍽️ What to Expect:

  • Must-try dishes: Beshbarmak (hand-pulled dough with meat), manty (steamed dumplings), kazy (horse sausage), and baursaks (fried dough).

  • Halal: Most meat dishes are halal.

  • Vegetarian-friendly: Options like laghman (noodle with veggies), plov (rice with carrots/raisins), and fresh dairy (kurt cheese, shubat camel milk).

🌿 On Our Tours:

  • Meals included in your package are halal by default.

  • Vegetarian/vegan? Just inform us when booking – we’ll arrange tasty alternatives!

In city area (Almaty), credit cards (Visa/Mastercard) are widely accepted. However, for our mountain tours, we recommend carrying cash (KZT) because:

  • Remote areas have unreliable internet/power (card machines may fail).

  • Additional activities (horse-riding, boating, etc.) often require cash.

  • Small vendors (local markets, small road trip stops) prefer cash.

💡 Our Advice:

  1. Withdraw enough KZT before leaving the city.

  2. Bring small bills (easier for purchases).

  3. Cards can be used at some tour stops – we’ll alert you when possible!

Can’t Find Answer? Ask Us

Refund & Cancellation Policy

  • ✅ Full refund if canceled 24+ hours in advance.

  • ❌ No refund for cancellations within 24 hours of the tour, no-shows or late arrivals (more than 5-10 minutes).

  • Weather-dependent tours? We reschedule or refund if we cancel due to unsafe conditions.

  • Email us at [email protected] with your booking ID.

  • Call or contact +77754456410 (via mobile service or WhatsApp.

  • No refunds for cancellations via social media messages (Instagram, TikTok etc.).

  • Note: Full Refund Cancellation slot 24 hours before the tour date, less than 24 hours no refund cancellation.

  • Processed within 3-5 business days.

  • Bank processing times vary (typically 3–10 days).

  • You’ll receive a confirmation email once issued.

  • Free rescheduling 24 hours in advance (subject to availability).

  • Less than 24 hours: Treated as a cancellation (no refund).

  • In case of bad weather conditions for your safety and comfort we can cancel the tour on our end.

  • 100% refund or free rescheduling.

  • We notify you via email/phone immediately.

No refunds for unused portions (e.g., skipping meals/activities in the itinerary, etc.)

  • Cancelations must be processed through the original platform.

  • Their policies may differ from ours.

Yes, if requested 24+ hours before the tour (provide the new participant’s details).

Travel Tips for a Tourist

Most nationalities (EU, US, UK, UAE, etc.) get 30-day visa-free entry. Check Kazakhstan’s e-visa portal if your country isn’t exempt.

Spring (May-June) & Autumn (Sept-Oct) for mild weather. July-August for mountain hikes (but hot in cities). Winter (Dec-Feb) for skiing in Shymbulak.

  • Almaty: Medeu Skating Rink, Kok-Tobe Hill, Big Almaty Lake.

  • Astana (Nur-Sultan): Bayterek Tower, Khan Shatyr.

  • Nature: Charyn Canyon, Kolsai Lakes, Kaindy lake, Altyn-Emel National Park, Issyk lake.

Limited outside major cities. Learn basic Kazakh/Russian phrases (“Salem” = Hello, “Rakhmet” = Thanks). Our knowledgeable guide will help you in remote areas.

Cash (KZT) is a must in rural areas. Cards work in cities. Exchange USD/EUR at currency exchange points for example Mig.kz (at banks the rates are lower).

Very safe (low crime), but standard precautions apply (avoid unlit areas at night).

📱Buy a Tele2/Beeline/Kcell SIM at airports (passport required). 4G works well in cities.