These terms and conditions govern all bookings made with London Guided Walks. By making a booking, you agree to be bound by these terms on behalf of yourself and all members of your party. Note: All times are UK times: either GMT or BST.

1.Bookings and contract formation

 

1.1 Making a booking

A booking may be made online, by telephone, by email, by WhatsApp or in person. When you make a booking, you guarantee that you have the authority to accept these terms and conditions on behalf of all persons named in the booking.

1.2 Confirmation

A binding contract is formed when we have received your payment (or deposit, where applicable) and you have received written confirmation from us by email. It is your responsibility to check the confirmation carefully and notify us promptly of any errors.

1.3 Accuracy of information

You must ensure that all names, contact details and any special requirements provided at the time of booking are accurate and complete. We cannot accept responsibility for issues arising from incorrect information provided by you.

2.Payment

 

2.1 Payment methods

We accept payment by card (via secure link, telephone and bank transfer). Card processing charges may apply and are non‑refundable.

2.2 Pricing

All prices are stated in pounds sterling (£ GBP) and exclude VAT. Prices are as shown on our website or as confirmed in writing at the time of booking. Quotes are valid for 10 days.

2.3 Deposits and balances

For most tours, full payment is required upon booking. For certain tours, we may require a deposit at the time of booking, with the balance payable in advance of the tour date as specified in your confirmation. If full payment is not received by the due date, we reserve the right to cancel the booking and retain any deposit paid.

3.Bookings, amendments and cancellations by the client

 

3.1 Cancellation by the client

If you wish to cancel your booking, you must notify us in writing (by email to bookings@londonguidedwalks.co.uk). The date on which we receive your written notice will be the date used to calculate any cancellation charges.

The following charges will apply:

• More than 14 days before the tour: No cancellation charge (any card processing fees may be non‑refundable, depending on your card provider).
• 14 days or fewer before the tour: 50% of the tour fee plus any applicable card processing charges.
• Within 96 hours (4 days) of the tour: 100% of the tour fee plus any applicable card processing charges.

Any non‑refundable third‑party costs already incurred on your behalf (for example, pre‑booked tickets or venue fees) may also be retained or charged in addition to the above.

3.2 Amendment / rescheduling of bookings

Requests to change the date and/or time of a booking must be made in writing (by email) and are subject to availability.

• More than 14 days before the tour: One change of date/time is free of charge. Any further changes will be treated as a cancellation and a new booking, and our standard cancellation charges will apply.
• Between 14 days and 96 hours (4 days) before the tour: Bookings may be rescheduled for an amendment fee of 25% of the tour fee, plus any card processing charges and any non‑refundable third‑party costs already incurred (for example, pre‑booked tickets).
• Within 96 hours (4 days) of the tour: Any request to change the date and/or time will be treated as a cancellation and rebooking. Our standard cancellation charges will apply (50% or 100% of the fee plus card charges, as set out above), and a new booking will need to be made.

A booking is not considered amended until you have received written confirmation of the change from us.

3.3 No‑shows

If you do not attend the tour at the agreed start time and have not contacted us in advance to cancel or amend your booking, this will be treated as a no‑show. No‑shows are treated as a same‑day cancellation and are non‑refundable: 100% of the tour fee, plus any applicable card processing charges and non‑refundable third‑party costs (for example, pre‑booked tickets), will be payable.

4.Cancellation or amendment by us

 

4.1 Cancellation or significant changes by the operator

We will make every reasonable effort to operate tours as advertised. However, we may need to cancel or significantly amend a booking where it is not possible for us to deliver the tour as agreed, for example due to illness, safety concerns, severe weather, transport disruption, public health measures, strikes, terrorism or other events beyond our reasonable control (force majeure).

If we cancel your booking, you will be offered one of the following options:

• A rescheduled date/time for the same tour (subject to availability), or
• A credit towards a future tour, or
• A full refund of all monies paid for the affected booking.

Where we need to make a significant change (for example, to the date, time or core content of the tour) and you do not wish to accept the change, you may treat the booking as cancelled by us and you will be entitled to a full refund of all monies paid for the affected booking.

4.2 Limitation of liability

We are not liable for any additional expenses you incur as a result of cancellation or changes (such as travel or accommodation costs) and you are strongly advised to obtain appropriate travel insurance to cover such losses.

5.Your responsibilities

 

5.1 Health and fitness

You are responsible for ensuring that you and all members of your party are in suitable health and physical condition to participate in the tour. Please inform us in advance of any medical conditions, mobility issues or other requirements that may affect your participation.

5.2 Behaviour

You and all members of your party must behave in a reasonable and appropriate manner and follow any instructions given by the guide for reasons of safety, security or to avoid disruption to other participants or members of the public. We reserve the right to exclude anyone from a tour whose behaviour is, in our reasonable opinion, causing danger, distress or annoyance to others. No refund will be given in such circumstances.

5.3 Children and supervision

Parents, guardians or accompanying adults remain fully responsible for the supervision and safety of any children in their party at all times. The guide does not assume any supervisory responsibility for minors.

6.Our responsibilities and limitation of liability

 

6.1 Standard of service

We will provide the tour with reasonable skill and care, using suitably qualified and experienced guides.

6.2 Limitation of liability

Our liability to you for any loss, damage or injury arising in connection with your booking is limited to the total amount paid by you for the booking, except where the loss, damage or injury is caused by our negligence or that of our employees or agents.

We are not responsible for:

• Loss or damage to personal belongings
• Injury or illness not caused by our negligence
• Any loss or expense arising from circumstances beyond our reasonable control (force majeure)
• The acts or omissions of third parties (for example, venue operators, transport providers)

6.3 Insurance

We hold professional liability insurance appropriate to our business. You are strongly advised to take out personal travel insurance to cover cancellation, personal belongings, medical expenses and any other risks.

7.Data protection and privacy

 

7.1 Use of personal data

We collect and process personal information (such as name, contact details and payment information) in order to fulfil your booking and communicate with you about our services.

7.2 Data security

We will store your personal data securely and will not share it with third parties except where necessary to provide the service you have booked (for example, with payment processors or venue operators) or where required by law.

7.3 Your rights

You have the right to request access to, correction of, or deletion of your personal data. For further information, please contact us using the details below or see our full Privacy Policy on our website.

8.Complaints

 

8.1 Raising concerns during the tour

If you have any concerns about the tour while it is taking place, please raise them with the guide immediately so that we have the opportunity to resolve the issue.

8.2 Formal complaints

If you wish to make a formal complaint after the tour, please contact us in writing (by email) within 14 days of the tour date, providing full details of your complaint. We will investigate and respond within a reasonable time.

9.General

 

9.1 Entire agreement

These terms and conditions, together with your booking confirmation, constitute the entire agreement between you and London Guided Walks.

9.2 Changes to these terms

We reserve the right to update these terms and conditions from time to time. The version in force at the time you make your booking will apply to that booking.

9.3 Governing law

These terms and conditions are governed by the laws of England and Wales, and the courts of England and Wales shall have exclusive jurisdiction over any disputes.

10.Contact information

 

London Guided Walks
WhatsApp Text: +44 (0) 7563 116806
Website: https://londonguidedwalks.co.uk

For cancellations, amendments or complaints, please contact us by email in the first instance at bookings@londonguidedwalks.co.uk

By making a booking with London Guided Walks, you confirm that you have read, understood and agree to be bound by these terms and conditions.