Terms and Conditions

1. 6.1 Amendments by you can be made to coach tours, please call us 24 hours prior to the departure time and date.

6.2 Theatre tickets, lunch and dinner products and overnight tours cannot be amended or cancelled once booked, unless otherwise stated on the individual products page. Please see point 6.4 for other product cancellation policies. Please see individual product pages for any cancellation policies that supersede the timeframes given in point 6.4 iii.  

6.3 For full and half day coach tours, a full refund will only be made up to 24 hours prior to departure; otherwise 100% charge will apply. 

6.4 If you are due to travel with us and your tour or activity has been cancelled due to the Covid-19 pandemic only, you can;
 
i. Exchange your booking for a Travel Credit Gift Voucher*, to be redeemed against any new booking up to 12 months after receiving the Travel Credit Gift Voucher. The Voucher will also include an additional 10% in value. 
ii. Rebook now and change your dates of travel to any date between now and 31st March 2024**.
iii. A full refund on your booking if you meet the cancellation requirements below***;
-Golden Tours Hop-on Hop-off Bus Tours - by midnight (UK time), the day before travel.
-Golden Tours Coach Tours and Afternoon Tea Bus – 24 hours before the date and time of travel
-Warner Bros Return Transportation and Tickets – 48 hours before travel date
-Rail Tours – 14 days before the date of travel. Paris tours can not be cancelled
-Attractions & Hop-on Hop-off Bus Tour packages inc attractions – 7 days before the date of travel.
-Airport Transfers – 48 hours before the date and time of travel 

**Tours and dates are subject to availability and policy is subject to change.
*** Please visit product pages for any differing cancellation policies. Cancellation terms on the individual product pages will supersede those on this page. 

6.5 In the event that a customer misses their coach tour, a refund will not be issued due to no fault of Golden Tours. However, as a gesture of goodwill, the customer will be offered the chance to rebook the tour for a different date at a discounted rate of 50% off the current full retail price. 

1. 7.1 In the event that a venue is not visited during a coach tour due to unforeseen circumstances, an amount equal to the value of the admission will be refunded at our discretion.

1. 7.2 If the air conditioning or washroom on the allocated vehicle is not operational, then no refund will be made.

1. 7.3 For Open Top Bus Tours, in the event of unforeseen weather or traffic conditions, a refund of a maximum of 25% of the value of the ticket will only be given where the delay is longer than one hour.

1. 7.4 We cannot grant any refunds more than 30 days after completion of tour.

1. 7.5 Once approved, we will endeavour to process any refunds within 7-10 working days. Refunds will only be made using the same payment method as used when making the initial booking. All third party products and services, where we act as an official agent, are non-refundable under any circumstances and are also subject to the terms and conditions of the product/service supplier.

1. 7.6 In the event that UK train services are cancelled, refunds and compensation will be offered in line with the train-operators’ terms & conditions.

1. 7.7 For Eurostar-inclusive products; Eurostar products are non-cancellable and non-refundable, unless Eurostar have reported in advance any major delays or cancellations with their service, and you haven’t travelled yet and your Eurostar train is cancelled or likely to be delayed by more than an hour you may decide not to travel, in which case you can:Exchange your ticket for free and travel on another date within 120 days (90 days if your booking involves onward travel with another train company), subject to availability https://www.eurostar.com/us-en/manage-booking

1. Or 

1. Request a full refund with the Eurostar Traveller Care Team, regardless of your original ticket conditions. https://help.eurostar.com/email?lang=en#/

   For any additional expenses during disruption, please contact your travel insurance. Eurostar will however consider reasonable out of pocket expenses incurred , so please ensure to keep your original receipts and submit to the following link https://help.eurostar.com/email?lang=en#/

   You can claim either of these options from wherever you bought your ticket, up to two months after your original travel date.

   For more information please click on the following links: https://help.eurostar.com/faq/uk-en/category/compensation
    

   7.8 For the Afternoon Tea Bus with Panoramic Tour of London: In the event of running over time due to heavy traffic in central London we will offer a 15% refund.

1. 8.1 We want you to enjoy your experience with us. Sometimes however things do not go according to plan and if you feel that we have not lived up to your expectations, or that we could improve our service in some way. Please let us know by email [email protected] and we will respond to you within 14 business days.

1. 9.1 Customers purchasing tickets on this website will receive an e-ticket. The Customer will need to bring their e-ticket with them to present to a member of the Golden Tours staff at the Customers preferred boarding point.

1. 9.2 Customers with e-tickets must bring the printed e-ticket along with the credit card used to make the purchase as proof of ID.

1. 9.3 The Customer should present their e-ticket to a Golden Tours uniformed member of staff, at the preferred boarding point. The member of staff will exchange the e-ticket for a valid ticket To Travel.

1. 9.4 Golden Tours reserves the right to refuse any e-tickets presented without the credit card used to make the purchase.

1. 10.1 Dates of departure and collection times are subject to change or cancellation, should unforeseen circumstances occur.

1. 11.1 In the event that you miss your pickup time, please contact the concierge at the hotel who will assist your further.

1. 11.2 Drivers have to work under strict legal and time restrictions and therefore you will be dropped back at up to three central locations in London (unless stated otherwise during the tour).

1. 12.1 Smoking is not permitted on board, but all tours make frequent stops.

1. 12.2 In the interest of safety no hot food or hot drinks are allowed on board vehicles.

12.3 Golden Tours will not be responsible for any allergic reactions that may occur.

12.4 Only Guide/Service dogs are allowed on vehicles and tours. 

12.5 Only bottled water is allowed on our vehicles. 

1. 13.1 A Passport valid for all countries to be visited must be carried and you must ascertain from your Travel Agent what visas are required.

1. 13.2 It is the responsibility of all passengers, regardless of nationality and destination to check with the consulate of the country they are visiting for current entry requirements.

1. 13.3 We do not offer Travel Insurance but would strongly recommend that you purchase a comprehensive Travel Insurance Policy prior to departure.

1. 14.1 At Golden Tours we do our best to give all our customers full care and attention, but we do need to know at the time of booking if there are any special needs or requirements. It is particularly important that we are advised of any disabilities and also if you intend to bring any specialist equipment such as a wheelchair with you. If you have a medical condition, please consult your Doctor if you are in doubt about your suitability to travel.

1. 14.2 At Golden Tours our policy is to maintain and improve the current standards of accessibility to our services for people with disabilities or whose mobility is impaired. We take into account the provisions set out in the Equality Act 2010 and whilst we encourage third party venues, and industry partners to adopt such measures we are unable to guarantee their standard of compliance.

1. 15.1 On overnight tours an allowance of one suitcase, not exceeding 44lb in weight and dimensions of 30 x 17 x 10in (20kg and 77 x 44 x 26cm) is permitted together, with a small carry on.

1. 15.2 Any items left on the coach or vehicle, are left at the owner's risk. Golden Tours will take no responsibility for loss or damage to these items.
2. 15.3 If you do leave any items onboard a Golden Tours vehicle, you must complete the form on this page as soon as possible. Items will only be held for seven days, from the date they are left on a vehicle. If items have not been collected after 14 days, they will be given to a local charity.  

1. 16.1 Whilst touring, please note that seats are on first come first served basis.

1. 16.2 We may, at our discretion, require any person to withdraw from any tour, if we deem their acts or conduct offensive, or a nuisance to other passengers, and we shall have no further liability.

1. 16.3 We reserve the right to cancel any tours due to lack of demand and also to use vehicles as dictated by demand. We also reserve the right to alter at any time any price, place visited, itinerary or hotel owing to unforeseen circumstances. Every endeavour will be made to advise passengers in advance of any alterations that are deemed necessary.

1. 16.4 In the event of any passenger not being carried for any cause whatsoever, no liability will be accepted by the operators beyond the refund of the fares.

1. 16.5 Should the passenger fail to arrive or arrive late at the starting point or during the tour, the tour will not be delayed in order to wait for the client and then no liability can be accepted.

1. 16.6 On certain occasions, a bilingual tour guide may lead a tour to cater for customers of different language needs. To browse our language tours, click here.

1. 16.7 Users of Golden Tours Wi-Fi are subject to a fair data usage limit of 250MB per customer.

1. 17.1 All walking tours are subject to availability.

1. 17.2 Free walking tour tickets are available with some London hop-on hop-off bus tour products. Please turn up at the starting point of your chosen tour at the correct time, there is no need to pre-book. If a walking tour is unavailable, no refund will be made.

1. 18.1 Golden Tours provides you with this booking platform, so that you can get in direct contact with the service provider and make a booking.

1. 18.2 The contract relating to the service booked is directly between you and the supplier of the service.

1. 18.3 Golden Tours is not a contractual partner for the booked service. You will be subject to the supplier's terms and conditions, Golden Tours acts as an agent for the supplier of the activity. For further details please contact us.

1. 19.1 All offers displayed on the website can only be booked online.

1. 19.2 Free walking tours must be redeemed on the day of your tour and must be used within 7 days after your tour date.

1. 20.1 All gift certificates are non-refundable, non-transferable and cannot be exchanged for cash or used for the purchase of gift vouchers.

1. 20.2 Gift certificates can only be redeemed online (subject to availability).

1. 20.3 Gift certificates are valid for 12 months from date of issue.

1. 21.1 We have no liability for loss, damage, delay, inconvenience, or direct or consequential loss, however caused, unless due to our employees negligence, in which case our liability is limited (except for death or personal injury) to a maximum of the refund of the tour cost.

1. 21.2 We do not own or manage the train, ships, vehicles, accommodation and restaurants used and we have no liability for loss or damage caused by the proprietors or operators thereof.

1. 22.1 No agent or proprietor of ours can vary our conditions and any such purported variation shall be of no effect unless it has been signed by one of our Directors.

1. 22.2 All matters concerning this booking shall be subject to English Law. If you have comments about your sightseeing tour, you should make them to the company. Golden Tours Limited, 58-60 Petty France, Office 103, London SW1H 9EU. 

22.3 Further to the UK government announcement on 8th December 2021, all experiences will operate as normal. We recommend that you wear a face covering where applicable and carry one with you at all times. Many attractions will not allow you to enter unless you are wearing a face covering. If you are refused entry due to not wearing a face covering, no refund will be given.

22. 4 Please visit the gov.uk website for rules on Covid passes and any 'testing' requirements, to see if they are required for the product you are purchasing.