Purchase of a service from MY URBAN GUIDE implies acceptance of the following terms and conditions:
Free Tours
Those tours are intended for the enjoyment of small groups (fewer than ten), and individual travelers. The tours are operated on a tips- only basis, and there is no upfront cost to access the tour. Whilst it is not necessary for individual travelers to pre-book their place, we strongly advise doing so. Individuals presenting themselves at the start point are not subject to any charge and places are allocated on a first-come- first-served basis. Pre-booking gives you priority onto the tour over guests with no reservation in the rare case a tour is oversubscribed and saves you from waiting in line upon presenting yourself before the tour to a MY URBAN GUIDE employee. However, we do require that you do so no later than 15 minutes before the start of the tour, after which point we reserve the right to allocate your place to somebody else. This is in the interests of fairness to all those wishing to participate on the tour, as well as to ensure their punctual start.
Groups of ten or more persons should book a private tour, as it is the only way to guarantee your group will travel together. Should your group decide to turn up at our meeting point without having booked a private tour, then acceptance of your booking is entirely at the discretion of the provider(s) of the tour(s), who will require that your group be split up across the available tours, should they accept your booking. We recommend that you contact us to schedule a private tour if your group is comprised of 10 or more people.
Semi-private Tours
Those tours are paid tours. When you buy a ticket for a semi-private tour (e.g. Last Supper in Milan), you are going share the tour with other tourists. You are going to attend a tour where the schedule is already decided and it is not possible to personalize it (such as meeting point, duration…).
Your ticket and booking confirmation will be sent to you automatically by email upon successful completion of your order. If you do not receive this mail for any reason, you are asked to contact us at info@myurbanguide.com, as it may mean that your order has not been successfully processed. Please check your junk or spam folder first. You should print your ticket or be ready to show it on your smartphone or tablet, and present it alongside valid photo ID before the start of your tour. If you do not have access to a smartphone or printer, please pay at the start point rather than pre-book online. Whilst we will attempt to verify bookings for those who turn up without a valid printed ticket, we are not always able to do so and therefore make no guarantees. In this case, you will be required to pay again.
Your tour ticket includes your guide(s), and may include ticket for an attraction where specifically indicated. Food, beverages, incidentals, bathrooms, and anything else not specifically included in the tour price is not included.
Private Tours
Private tours are paid tours with a guide booked just for you and your group. You can purchase a private tour as described on our website or create your own one. Please contact us at info@myurbanguide.com for every request.
Your ticket and booking confirmation will be sent to you automatically by email upon successful completion of your order. If you do not receive this mail for any reason, please get in contact with info@myurbanguide.com as it may mean that your order has not been successfully processed. Please check your junk or spam folder first. You should be ready to print your ticket or to show it on your smartphone or tablet. You may be asked to show a valid ID with picture to identify yourself. Children under 16 may participate on the tours but should be accompanied by their parents/teachers or legal guardian who should remain with the group until tour ends. Unless otherwise specified on the booking, the number of participants is limited to a maximum of people written in the email confirmation. Your tour ticket includes your private tour guide(s) and other add-ons you have paid. Food, beverages, transportation tickets, incidentals, bathrooms, and anything else not specifically included in the tour price is not included.
Cancellation
Client Cancellation You may cancel your booking any time before the tour date by writing an email to info@myurbanguide.com Cancellations need to be made at least 24hrs before the tour to get full refund. If you are entitled to a refund we are going to keep the cost of: 1) Tickets and reservations that have already been made for the client will not be refunded 2) Bank charges related to the payment of the service will not be refunded 3) we can’t refund other supplier chargers (eg. food, drinks, transport).
Tour Cancellation – We work very hard to ensure that all tours run as scheduled and enjoy a 99% success rate. When a tour has been canceled, and it is the fault of MY URBAN GUIDE or one of the freelance guides we work with, we will refund your pre-bought ticket as well as offer up to 50% of the value of the original ticket price as credit towards the purchase of another tour as compensation. This credit cannot be used in any other way and will not be cashable.
Changes
Tour changes – Changes can be made by MY URBAN GUIDE. Major changes (eg time or day change) must be reported by MY URBAN GUIDE to the client via email at least 7 days before the tour. Customers who do not wish to accept these changes can request the cancellation of the tour and a full refund. Small changes (eg tour guide change) must be communicated 24 hours before the tour by MY URBAN GUIDE.
While we make our best to accommodate all client needs, Major changes requested by the client to MY URBAN GUIDE after the voucher has been finalized and sent to the client, may incur a modification charge of up to 100 Euro. The modification charge adds up to any other additional cost may be required for the change (e.g. purchase of additional tickets, inclusion of more participants, rent of a bigger auto). Minor changes to the service (like a small modification of the itinerary) may not incur additional cost. Changes to the voucher that arise from an error made by MY URBAN GUIDE will never generate any additional cost.
Amendment Fee If you wish to review or adjust your booking up to 72 hrs before the tour, an administrative charge of €10 will incur per change. Any changes made to the booking within 72 hours of the scheduled tour start time will incur in an administrative charge of €50.00.
Late Policy
Your private tour guide is booked specifically for the length of time mentioned on the service description. If your group arrives more than 10 minutes late, the waiting time will be deducted from the agreed upon tour length. In the event of a delay, please contact us during office hours under 0039 0256568487 (7 weekdays from 9am – 6pm CET) or after office hours under 0044 7716375108 (7 weekdays from 6pm – 9am CET). If no contact is made within 15 minutes of the agreed upon meeting time, the group will be considered a “no-show” and the tour will be cancelled, with no refund available.
Force Majeure
MY URBAN GUIDE, its agents, representatives and contractors are not liable and will not provide refunds for any events which are caused as a result of acts of God or Governments, war hostilities, political unrest, riots, civil strife, labor dispute, strike, natural or nuclear disaster, fire, theft, epidemics, medical or customs regulations, technical or administrative problems with transport, closure of airports, breakdown of machinery, adverse weather conditions, water shortages or any other occurrences beyond our immediate control and which, despite all due care being taken, could not have been avoided. In case of force majeure, MY URBAN GUIDE reserves the right (but makes no guarantees) to offer substitute services that it judges may be an adequate replacement for the originally scheduled service. If no substitute is available, or the substitutes offered are not accepted, no refunds will be made.
Voucher
Notice of Non-Receipt of Service Vouchers – If the requested vouchers have not arrived prior to your departure date, it is your responsibility to contact MY URBAN GUIDE at least one full business day before your departure from your home country, so that the necessary information can be resent. Failure to contact us to allow re-sending may result in loss of your reservation and/or tickets for which we will not be responsible.
Reviewing Voucher Information – While MY URBAN GUIDE takes the utmost care in making sure the information on your travel vouchers is complete and accurate, it is your responsibility to carefully read and review vouchers immediately after receiving them. Failure to contact us in time to allow for the correction and re-sending of vouchers could result in the loss or cancellation of your services listed on the voucher for which we will not be responsible, and in such case no refunds will be possible.
Privacy
MY URBAN GUIDE will never sell your personal information to any third party. We reserve the right to use data given to us for marketing and research purposes.
Third party tours, activities and addons
Some of the tours, activities, addons are offered on our website are operated by third party partners. These constitute a selection of experiences or products that we have carefully picked out with the aim to provide you with the best experience during your travels. These experiences or products are not provided by us, but have been chosen by our specialists from an array of offers based on their quality and value, and have been tested thoroughly by them. As such, we would appreciate any feedback you would like to give us so we can continue to provide you with the best quality.
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