Terms & Policy

Please read below information carefully before booking tour as below terms set out your rights and obligations.

Terms & Conditions (Cracow City Tours)

Please note that by booking tour  with Cracow City Tours you form binding contract with a tour operator
Małopolska Prywatna Komunikacja Samochodowa (MPKS) Sp. z o.o, Plac Matejki 2, 31- 157 Kraków, Poland.

You agree to follow the terms listed in below Terms & Conditions. Please note that you are obliged to familiarize yourself with and to follow all of the below mentioned conditions.

1. Cancellation policy for Individual bookings - up to 15 people

(THIS POLICY DOES NOT REFER TO AUSCHWITZ - BIRKENAU MEMORIAL AND MUSEUM TOUR)

2. Cancellation policy for Individual bookings - up to 15 people
(THIS POLICY REFERS ONLY TO AUSCHWITZ - BIRKENAU MEMORIAL AND MUSEUM TOUR)

1. Client rights and responsibilities

RIGHTS:
1. The client is entitled to receive booking confirmation or information and details regarding the services booked within 24h since the service has been booked.
2. The client is entitled to be treated with consideration and courtesy by Cracow City Tours representative.
3. The client is entitled to be informed about any changes regarding booking.
4. The client is entitled to change date/ time of any services booked through Cracow City Tours, according to the terms listed in the Change and Cancellation Policy.
5. The client is entitled to seek our assistance regarding lost items. If any items are found by Cracow City Tours staff our client will be provided with an address where belongings can be collected.

RESPONSIBILITIES:
1. The client is obliged to familiarize himself/herself with the Terms &Conditions under which Cracow City Tours  services are provided.
2. The client is obliged to have a print-out, "print screen", or electronic copy of the tour voucher or booking confirmation. The client needs to present the voucher/booking confirmation to Cracow City Tours representative on the day of the tour. If the client fails to provide valid voucher/booking confirmation, Cracow City Tours representative has right to cancel services, in which case no refund will be given.
3. The client is responsible for ensuring that any electronic tickets or confirmations are visible.
4. The client has to be present at the address and time stated on the tour voucher or booking confirmation. If the client does not show on time in accordance to the information presented on the voucher, Cracow City Tours cannot guarantee the service will be provided and reserves the right to cancel the service, in which case no refund will be given.
5. The client is responsible for keeping a valid identification card/ passport/ student ID and other documents or valuable belongings at all times. Cracow City Tours holds on no responsibility for lost property.
6. In the case of any problems or delays that might influence the services, the client is obliged to contact Cracow City Tours office. if the service cannot be provided due to any changes or external factors, Cracow City Tours may cancel service and no refund will be given.

1. Cancellation and changes policy

1. Please keep copy or "print screen" of  any email/confirmation regarding any changes or cancellations of your reservation.
2. Cancellation is possible only if the client cancels a reservation via email ( info@cracowcitytours.pl ) before tour date. The cancellation is always confirmed by email. If you do not receive a cancellation confirmation, please contact us.
3. In the event of cancellation of any services provided by Cracow City Tours every effort will be made to find a suitable alternative or, if no alternative is possible, the client shall receive a full refund.
4. Cracow City Tours representatives have the right to remove any intoxicated, abusive, or ill participant(s) from any service. All costs incurred as a result will be borne by the removed participants.
5. In the case of any changes or cancellations of non-refundable services, the customer will incur 100% of all costs associated with the services.
6. The below cancellation and change charges apply unless other terms have been introduced in the booking confirmation.

Individual bookings

1. Changes:
   a. made 5 days or more before your tour date are subject to NO penalty. If after a difference in price of the tour ticket occurs it must be covered by the client.
   b. made 4 days or less before your tour date are subject to a full price penalty.
   2. Cancellations:
   a. made within 24 hours after placing the booking are subject to NO penalty (does not apply if made 72 hours or less from the date of the tour).
   b. made 5 days or more before your arrival or tour date are subject to NO penalty.
   c. made 4 days or less before your tour date are subject to a full price penalty.
   3. In all other cases not defined , cancellations and/ or changes are subject to full price penalty.
   4. For private tours payment must be made 21 days before the tour date. If no payment is provided in that period, we cannot guarantee a private guide.

Group bookings

1. If a booking is made for more than 15 people, then group cancellation and change charges apply, unless other terms have been introduced in the clients booking confirmation.

                                    Cancellation made:

a. 60 days and more before the tour date have free cancellation
b. 50 - 59 days before the tour date, the cancellation fee is 35% of the total price
c. 49 days or less before the tour date, the cancellation fee is 100% of the total price.

Changes made
a. to the number of participants (+/- 5%) at least 30 days before the arrival date is free of charge. The difference in price, if applicable, needs to be covered by the client.

No - show
a. in case a client fails to arrive on the date stated in the booking confirmation, a full price of the booking will be charged.

Other
1. If we are unable to make requested change and you do not wish to continue with the booking the cancellation charges, as detailed above, apply.
2. In the event of cancellation of any service by Cracow City Tours every effort is made to find suitable alternative. If no suitable alternative is possible, the client shall receive full refund.
3. Cracow City Tours representatives have right to remove participants who are ill, intoxicated or abusive towards other participants from any service. All costs incurred as a result of a removal from a service will be borne solely by the participant.

Refund policy
1. In case of service cancellation by our client the full refund is due to be made within 7 working days and directly to the card/ bank account with/ from which the payment was made.

1. Booking
   Payment policy
   1. The currency in which we charge for our services is Polish Zloty.
   2. We reserve right to revise prices for new bookings at any time.

 Booking process:
1. After we have received your payment for the booking, we will automatically send you payment confirmation.
2. Final confirmation will be issued within 48h and that will be the bound confirmation of the booking.
3. If you do not receive your confirmation  within 48hours please contact us.
4. If you do not receive your voucher within 72h of the service date, please contact us.
5. The tour voucher with the details will be send to you by e-mail 5 days before your tour date.
6. All comments and/or special requests must be on the reservation confirmation sent to the customer.
7. These Booking Conditions and the Booking Confirmation are the basis of the contract between the client and Cracow City Tours who is acting as a principal business and is responsible for arranging and providing all services.
8. When we confirm your booking, a binding contract is formed between you and our company in Poland.
9. We accept card payments.
10. The authorization and charging process is executed by PAYU website.
11. Please note all prices are subject to availability and may change.
12. We reserve the right to change plans of our tours due to weather, availability of attractions, road work or any other circumstances beyond our control.

 Group payment
1. After we receive a booking request by email, services are provisionally booked for the group
2. Cracow City Tours requires full payment prior to holiday date. The payment is based on a pro-forma invoice issued for the client. The payment is due compliant with the day stated in the pro-invoice, at least6 weeks before the arrival of the group. It is possible to make a deposit payment of 35 % provided the group arrives within more than 14 weeks. The remaining 65% needs to be paid at least 6 weeks before the arrival of the group. Please note that if you make a full payment for your reservation Cracow City Tours takes the full risk at any exchange rate change that may occur. If you pay the deposit payment, we may revise the remaining balance in the event of a significant (3% or more) change occurs between the exchange rates of currency you paid vs. owed.
3. After we receive the full payment, we will sent you a booking confirmation with vouchers.
4. If we do not receive payment, we will sent a reminder. If a deposit is not made within 3 days of the reminder date. your reservation will be automatically cancelled.

 Other
1. Private guide: please note that private guide is subject to availability. In case the guide is not available you will be refunded the additional cost of the private guide and you will be taken on a standard group tour.
2. Insurance: it is requirement that all Cracow City Tours travelers have comprehensive travel insurance. Cracow City Tours is not responsible for any injuries, delayed or cancelled trains or busses, damages or lost property.

The website

1. The Website is owned and operated by Małopolska PKS Sp. z o.o. Above refers also to logos, designs, text, graphics, software, other content, materials available through the Website, the Małopolska PKS Sp. z o.o. hardware and software. Unless explicitly stated otherwise, any new features, functionality, or services that augment or enhance the Website in the future shall be considered part to the Website owned by Małopolska PKS Sp. z o.o.
2. All and any matters which may derive from access to and/or utilization of the website will be governed and constructed in accordance with Polish legislation, to be obeyed by all the parties involved. Any conflict related to or derived from the use of the website will be submitted to the Courts and Tribunals in Cracow.
3. Any information uploaded onto other company social media platforms such as Facebook are managed by Małopolska PKS Sp. z o.o, who shall hold full responsibility for any published materials.

IV. Liability and complaint

1. Cracow City Tours is dedicated to ensuring that your tour is arranged as described in our offer. If you have a complaint about your tour whilst travelling with us and you cannot resolve it directly please contact us.
2. Liability cannot be accepted if you do not notify Cracow City Tours and your consumer rights to compensation may be affected. If after tour you are still dissatisfied, please, send us your complaint in writing to info@cracowcitytours.pl, within 28 days of commencing your holiday. We will then follow up your complaint and respond accordingly.
3. Partial compensation for provided tour services is also limited if the reason for partial alteration of the tour is out of our control due to bad weather conditions (extreme temperatures, strong winds, torrential rains, blizzard conditions, or other unpredictable conditions); a decision made by appropriate authorities of the museum/ attraction out of our control limits access to some parts of the museum/attraction or limits the time you may spend at the museum /attraction. Compensation is limited to the cost of the service concerned. In so far may be permitted by law, no responsibility will be accepted by Cracow City Tours, service providers, or any of their agents for any injury, accident or damage to persons on property, loss or theft.

The new terms and conditions will come into effect as of 13 January 2020 and apply to services purchased after 15 January  2020.

Kraków, 12.01.2020

Tomasz Stanek
(-) President