Terms of Service
1. Who we are and what these terms cover
Locals Guide is an online marketplace operated by Urbanshop, LLC (details below and in the Imprint). On Locals Guide, independent local guides offer small-group tours on fixed dates, and travellers ("you") book and pay for them.
- Company
- Urbanshop, LLC
- Legal form
- LLC
- Registered address
- c/o Legalinc Corporate Services Inc.
131 Continental Dr, Suite 305
Newark, DE 19713
US - Registration number
- 10768795 (Delaware) · EIN 37-2250520
- VAT number
- Not VAT registered
- [email protected]
These terms apply to your use of the website and to every booking you make through it. Mandatory consumer protection rules of the country where you live always apply in addition and are not limited by these terms.
2. Our role: who sells the tour
Tours are sold by independent guides; Locals Guide acts as intermediary. When you book, the contract for the tour is concluded directly between you and the guide named on the tour page and on your receipt. Locals Guide provides the booking platform and collects the payment on the guide's behalf as commercial agent. Payment to Locals Guide discharges your payment obligation towards the guide.
Every tour page shows who provides the tour. Guides declare whether they act as traders (businesses). EU consumer protection law applies to your contract with a guide who is a trader. If a guide is not a trader, consumer rights under EU law do not apply to the contract with that guide; Locals Guide tells you this on the tour page before you book.
Locals Guide is responsible for the platform, the booking process, payment handling, refunds under section 6 and customer support. The guide is responsible for delivering the live session as described, for a working join link or call, for filming only where it is allowed and for holding any licence required in the country where the tour takes place.
3. Account
You can book as a guest or with an account. You must be at least 18 years old to create an account or to book. Keep your password confidential. You may close your account at any time from My Account → Privacy & data.
4. How a booking is made
- Tour pages are an invitation to book, not a binding offer.
- You choose a date and the number of travellers and select "Reserve". Before you pay, the confirm page summarises the tour, its format (live video or call), the date and time, the total price, who provides the tour and the cancellation terms. You can correct your entries at any time before you click "Confirm and pay".
- By clicking "Confirm and pay" you make a binding offer. The contract is concluded when we confirm the booking by email after successful payment.
- Contract language: English. We store the booking and send you its details and these terms by email; you can also see the booking in My Account.
5. Prices, payment and minimum group size
Prices are per person and are final prices. They include VAT where applicable; where a guide uses a small-business VAT exemption, no VAT is charged and the tour page says so. Payment is due at booking and is processed by our payment providers.
Some tours only run with a minimum number of participants. If the minimum is not reached 24 hours before the start, the date is cancelled automatically and you receive a full refund. We tell you on the tour page and in the confirmation whether a date is already confirmed.
6. Cancellation, refunds and no right of withdrawal
No 14-day right of withdrawal. Tours are leisure services for a specific date. Under Article 16(l) of Directive 2011/83/EU (and the national laws implementing it) the statutory right of withdrawal does not apply to such contracts.
You can still cancel under the cancellation terms shown on the tour page at the time of booking. The details, including what happens if the guide cancels or the tour cannot take place, are in our Cancellation & Refund Policy.
7. On the day of the tour
Join on time from a device with sound and a steady connection; for a call, keep the phone number you gave at booking free. Guides may start without latecomers. Please do not record the session or share the join link. The guide may remove participants who seriously disrupt the session; in that case no refund is due. Tell us in advance about any accessibility needs, such as captions or a slower pace, so the guide can confirm what is possible.
8. If something goes wrong
If the tour did not take place or differed substantially from its description, report the problem from My Account → Bookings within 48 hours after the tour. We hold the guide's payment during that time, review the case with both sides and refund you in full or in part where the complaint is justified. Your statutory rights remain unaffected.
9. Reviews and content
Only travellers who booked and took part in a tour can review it. Reviews must be honest and must not contain insults, personal data of others or advertising. We publish positive and negative reviews alike and do not pay for reviews. We may remove reviews that break these rules and tell the author why.
You can report any tour, guide profile or review that you believe is illegal or breaks these terms with the "Report" link on the page. We handle reports under the EU Digital Services Act and inform you of our decision.
10. How tours are ranked
Search results are sorted by default by upcoming availability and recency. Filters (country, city, date, language, category) narrow the list. Guides cannot pay for a better position. If we ever show sponsored placements, they will be labelled as such.
11. Liability
We are liable without limitation for intent and gross negligence, for injury to life, body or health, and where mandatory law provides otherwise. For slight negligence we are liable only for breach of essential contractual obligations and limited to the typical, foreseeable damage. As intermediary we are not liable for the performance of the tour by the guide, except where we breach our own obligations as platform operator.
12. Complaints and disputes
Please contact us first at [email protected]; we answer within 14 days. We are not obliged to take part in dispute resolution before a consumer arbitration body and do not do so voluntarily, unless the law of your country requires it.
13. Applicable law
These terms are governed by the law of US. If you are a consumer, this choice of law does not deprive you of the protection of the mandatory provisions of the law of the country where you have your habitual residence, and you may bring proceedings in the courts of that country.
14. Changes to these terms
We may update these terms for future bookings. The version you accepted when you booked applies to your booking. Registered users are informed of material changes by email.