Refund policy

Sometimes it happens that a tour you have booked has to be canceled for some reason. Please read our rules of cancellation and refund policy carefully — this is important!

If you cancel the tour

If you cancel the tour 48 hours or more before the start, we will refund 100% of the prepayment. Entrance tickets and transfers are an exception.

If you cancel your order less than 48 hours before the start, the amount of the prepayment cannot be refunded.

If fewer number of guests (than it was stated while booking) is expected to attend a tour, please, inform us not less than 48 hours prior to the event and we will issue a partial refund of the prepayment.

If a request to reduce the number of participants is received less than 48 hours before the event, the overpayment is non-refundable and is not taken into account when calculating with the guide at the meeting point. Also, reducing the amount due for the final payment for the order remains at the discretion of the guide / organizer of the event.

If the guide cancels the tour

In all cases when the tour is canceled by the guide, we guarantee a 100% refund of the prepayment.

Cancellation of museum ticket or transfer

Entrance tickets to museums, observation decks, shows and and certain types of transfers (please check it with the manager) are non-refundable and the data of the visit cannot be changed. The refund is 0% of the prepaid amount.

Cancellation of a roof tour

If the tour / date on the roof/ rooftop photo shoot was canceled by the organizer due to weather conditions (rain, snow, thunderstorm, hail, etc.) and you did not have the opportunity to go on the tour on another day or didn’t agree to replace it with a similar tour, we guarantee a 100% refund of the prepaid amount.

If you didn’t like the guide

Please, write to us and explain the situation — we will surely figure out what happened and as a result we will make a decision on the refund as soon as possible.

How to inform us about the cancellation

Simply write a personal message to the guide on our site and let him know that you want to cancel the tour or just click “cancel the order” in your account.

If the guide cancels the tour, he will also contact you through your personal account.

Changing tour’s date

If for any reason there is a need to change the date of the tour after making the payment, you should coordinate it with the guide through personal messages or by phone call. Written confirmation of date’s change is required. There are no additional fees in this case.

Rules for cancellation will be the same: if in the end the date is not confirmed by the guide or by the tourist, then the refund conditions described in the rules above will be relevant.

In case when the date is changed by customer’s request, and later the order was canceled by the customer himself, the refund rules will apply to the last agreed date.

Refund terms

All refunds are made within 30 business days from the appeal date.

The refund is made according to the rules described above and is automatically submitted for consideration if the status of your order is “cancelled” (you will not see it in your account).

In case when there is a need for partial refund after paying through the SberPay service, a refund will be made to the checking account of a resident of the Russian Federation within 30 days from the date when the customer provides us with the bank details.

There may also be other cases when it is necessary for the customer to provide us with bank details.

If for some reason your order was not canceled on the site, but the tour did not take place, please inform us by filling out this form. Applications received through the form are reviewed within 30 days (we always try to do it as quickly as possible).

When the refund is made, you will receive a notification. The final terms of transferring money to your bank account depend on your bank. If you have not received the money within 30 days after we made the refund, be sure to inform us.

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