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Cancellation Policy Update 

Following the UK's government’s announcements regarding the outbreak of Covid-19 (coronavirus), we have suspended a number of our services. In addition, we have decided to implement a flexible cancellation policy to better support our customers. Further details can be found below.

The safety and wellbeing of our customers and staff has always been our top priority, we’ll continue to monitor the situation and will follow the advice and guidelines set by the UK government.

Sightseeing Coach Tours and Afternoon Tea Bus
Most of the attractions that we visit on these tours are now closed, we have therefore taken the decision to suspend all Sightseeing Coach Tours, as well as our Afternoon Tea Bus Tours until 24th April 2020. We will be offering free cancellations and refunds for any bookings affected. Alternatively, we can hold the booking and reallocate to a future date at no extra charge.

Hop-on, Hop-off Open Top Tours
Our Hop-on, Hop-off Bus service is currently suspended until further notice. Whilst our policy has always been non-refundable once booked, we can now re-book your tickets for a later date, at no extra charge. Alternatively, refunds will be issued.

Attractions Tickets
We will send your cancellation requests to the attraction provider. Please ensure that the tickets have not been used. Once we receive confirmation from the attraction provider, a refund will be issued, this can take up to 30 days. 

Merlin Attractions- Any Merlin Attraction tickets with a barcode can be cancelled and refunded up to 24 hours in advance. Any tickets outside these conditions are non-refundable.

Rail Tours
We have cancelled all Rail Tours up until 24th April 2020. We will be offering refunds for all affected bookings. Alternatively, customers can opt for a change of date. You can advise us of your new chosen date of travel, up to 7 days prior to your new travel date, at no extra charge.

Warner. Bros Studio Tour London
Warner Bros. Studio Tour London – The Making of Harry Potter is temporarily closed. Any tickets booked up until 24th April 2020 will receive a full refund. Alternatively you can ask us to hold your reservation and rebook for a future date. New bookings for future dates are made on a first-come, first-seved basis. 

Meet Vincent van Gogh
The experience is temporarily closed until 30th April 2020. Any bookings scheduled for visits during the closure will be held until a later date. We will be in contact as soon as we have reopened to arrange the reallocation of your tickets. Our team are working hard on an extension plan to ensure no one misses out on the opportunity to visit the experience. Will continue to take new bookings for visits from 1st May 2020 onwards. 

Refund Process
Please contact our customer services team via email for all refund or rebooking requests. Please allow up to 7 business days for a response.