Terms & Conditions

FREE TOURS

Individuals

FREE TOURS are intended for the enjoyment of small groups (fewer than ten), and individual travelers. The tours are operated on a tips- only basis, and there is no upfront cost to access the tour. Whilst it is not necessary for individual travelers to pre-book their place, we strongly advise doing so. Individuals presenting themselves at the start point are not subject to any charge and places are allocated on a first-come- first-served basis.

Pre-booking gives you priority onto the tour over guests with no reservation in the rare case a tour is oversubscribed and saves you from waiting in line upon presenting yourself before the tour to a SANDEMANs NEW Europe employee. However, we do require that you do so no later than 10 minutes before the start of the tour, after which point we reserve the right to allocate your place to somebody else. This is in the interests of fairness to all those wishing to participate on the tour, as well as to ensure their punctual start.

Groups (ten or more persons traveling together)

Our FREE TOURs are intended for small groups (fewer than ten), and individuals. Groups of ten or more persons should therefore book for the appropriate number of people online when clicking Book Now on our FREE TOURs page (where they will be subject to a per-person fee), or contact us to schedule a private tour which is the only way to guarantee your group will travel together with a private guide. Please email us at [email protected]


SELECT TOURS

Select tours are paid tours. Your ticket and booking confirmation will be sent to you automatically by email upon successful completion of your order. If you do not receive this mail for any reason, you are asked to contact us at [email protected], as it may mean that your order has not been successfully processed. Please check your junk or spam folder first.

You should print your ticket or be ready to show it on your smartphone or tablet, and present it alongside valid photo ID before the start of your tour. If you do not have access to a smartphone or printer, please pay at the start point rather than pre-book online. The exception to this rule is for tours running in Madrid, where we do not sell tickets at the start of the tour. Whilst we will attempt to verify bookings for those who turn up without a valid printed ticket, we are not always able to do so and therefore make no guarantees. In this case, you will be required to pay again.

Similarly, if you are unable to prove your student status, or are not under the age of 18 and traveling with a parent or guardian, you may be asked to pay the difference between a student and a regular ticket.

Your tour ticket includes your guide(s), and may include transportation costs where specifically indicated. Food, beverages, incidentals, bathrooms, and anything else not specifically included in the tour price is not included.

Children under 13 may participate on the tours for free, except for tours where entry costs are included in the price. All participants wishing to join our Pub Crawls and Beer Tours must be 18 years of age, with a valid driver's license, passport or ID card as proof of age.

PRIVATE TOURS

Private Tours are paid tours with a guide booked just for you and your group. Your ticket and booking confirmation will be sent to you automatically by email upon successful completion of your order. If you do not receive this mail for any reason, you are asked to contact us as it may mean that your order has not been successfully processed. Please check your junk or spam folder first.

Unless otherwise specified on the booking, the number of participants is limited to a maximum of 30 people in total, please note groups over 30 participants need to book more than one private tour guide.

You should print your ticket or be ready to show it on your smartphone or tablet. You may be asked to show a valid ID with picture to identify yourself. Children under 16 may participate on the tours but should be accompanied by their parents/teachers or legal guardian which should be with the group until tour ends.

Your tour ticket includes your private tour guide(s). Food, beverages, transportation tickets, incidentals, bathrooms, and anything else not specifically included in the tour price is not included.

Your tour guide is booked specifically for the length of time mentioned on the service description. If your group arrives more than 10 minutes late, the waiting time will be deducted from the agreed upon tour length. In the event of a delay, please contact us on +49 30 510 500 30 (Mon-Sun 9am - 6pm CET). If no contact is made within 30 minutes of the agreed upon meeting time, the group will be considered a "no-show" and the tour will be cancelled, with no refund available.

CANCELLATIONS AND REFUNDS

Our Fault

We work very hard to ensure that all tours run as scheduled and enjoy a 99% success rate. When a tour cancels, and it is the fault of SANDEMANs NEW Europe or one of the freelance guides we work with, we will refund your pre-bought ticket as well as offer up to 100% of the value of the original ticket price as credit towards the purchase of another tour as compensation. This credit cannot be used in any other way and will not be cashable.

Your Request

Should you not be able to attend your tour and need to cancel a tour booking letting us know at least 24 hours before your tour, we will cancel your ticket and credit you 50% of the purchase price towards the purchase of an additional future tour. We have a no refund policy, unless we are at fault for the cancellation of your tour.

Acts of God

We may not be held responsible should we be unable to offer a tour due to Acts of God, (tsunamis, earthquakes, volcanic dust clouds, extreme weather, etc.).


PARTICIPATION IS VOLUNTARY

Participation in a SANDEMANs NEW Europe tour is strictly voluntary and both your freelance guide and SANDEMANs NEW Europe reserve the right to deny participation to anybody for any reason at any time.

As in all human endeavors, there is a level of risk. We do our best to keep the risk to a minimum. SANDEMANs NEW Europe, its contractors, parent and subsidiary companies, partners and employees assume no liability or responsibility for any injury, loss, damage or inconvenience sustained by any person using its services, nor to their property.


PRIVACY

SANDEMANs NEW Europe will never sell your personal information to any third party. We reserve the right to use data given to us for marketing and research purposes.


EMERGENCY CONTACT

The contact for all inquiries is that of our Head Office in Berlin. You may reach us during office hours, (Mon-Fri 9am - 6pm CET) and usually during weekends on +49 (0) 30 510 50030.


THIRD PARTY TOURS, ACTIVITIES AND ADDONS

Some of the tours and activities offered on our website are operated by third party partners.

These constitute a selection of experiences that we have carefully picked out with the aim to provide you with the best experience during your travels. These experiences are not provided by us, but have been chosen by our specialists from an array of offers based on their quality and value, and have been tested thoroughly by them. As such, we would appreciate any feedback you would like to give us so we can continue to provide you with the best quality.

For all those tours, please note that we clearly state, "This tour is operated by our partner {name of the company}" and will get a co-branded ticket. In case of cancellations and refunds, the third party’s corresponding policy will apply.

Contact us

If you have any further questions, please do not hesitate to call us on +49 30 510 500 30 or send us message using the form below.
We will respond within 48 hours and most emails are answered within 2 hours during normal business hours (GMT +1).