Cancellation & Refund Policy
No 14-day right of withdrawal
Tours booked on Locals Guide are leisure services on a specific date. Under Article 16(l) of Directive 2011/83/EU the statutory 14-day right of withdrawal for distance contracts does not apply. You can cancel under the rules below instead.
If you cancel
The cancellation terms of each tour are shown on the tour page and in your booking confirmation; they are part of your contract. Unless the tour page states otherwise:
- Cancel at least 24 hours before the start: full refund.
- Cancel less than 24 hours before the start, or no-show: no refund.
- Cancel from My Account → Bookings, or by email to support if you booked as a guest.
If the tour does not take place
- Minimum group not reached: if not enough people have booked 24 hours before the start, the date is cancelled automatically. You are informed by email and refunded in full.
- The guide cancels, or the tour cannot take place for reasons on the guide's side (illness, a lost connection, closure, unsafe weather): full refund, or a new date if you prefer.
- Tours cancelled by authorities or because of extraordinary circumstances: full refund.
If something went wrong during the tour
Report the problem from My Account → Bookings within 48 hours after the tour. We keep the guide's payment on hold while we review the case and refund you in full or in part where the tour did not take place or differed substantially from its description. Your statutory warranty rights remain unaffected.
How refunds are paid
Refunds go back to the original payment method within 14 days of the cancellation or decision. We do not charge refund fees. Your bank may need a few extra days to show the amount.
Contact
Questions about a cancellation or refund: [email protected].