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Terms and 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 15 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 book a private tour, as it is the only way to guarantee your group will travel together. Should your group decide to turn up at our meeting point without having booked a private tour, then acceptance of your booking is entirely at the discretion of the provider(s) of the tour(s), who will require that your group be split up across the available tours, should they accept your booking. We recommend that you contact us to schedule a private tour if your group is comprised of 10 or more people.

Free Tours Cancellations

If your reservation is for a group of 9 people or less, you can make a new reservation without having to cancel your previous booking, or simply go on another time and date to the meeting point 5 to 10 minutes before the tour starts and speak directly with our representative there.

If your reservation is for a group of 10 or more, please contact us here.

London Guide

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 info@neweuropetours.eu, 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.

Select Tours Booking Amendments

If you want to reschedule your select tour, please contact us here with the name of the city you are doing the tour in, your booking reference number and  the new date to join the tour. We will be more than happy to assist you.

Select Tours Cancellations or 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.).

SANDEMANs Travel Guides

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 email for any reason, please get in contact with private@neweuropetours.eu as it may mean that your order has not been successfully processed. Please check your junk or spam folder first.

You should be ready to print your ticket or 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 who should remain with the group until tour ends.

Unless otherwise specified on the booking, the number of participants is limited to a maximum of 30 people per guide. Groups with over 30 participants will need to book more than one private tour guide. In Amsterdam, the number of participants is limited to a maximum of 20 people per group.

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.

Private Tours Cancellations

You may cancel your booking any time before the tour date by writing an email to private@neweuropetours.eu. Cancellations need to be made at least 72 hrs before the start of your private tour, and the company holds the right to keep 10% of your down payment. A 50% refund will be given to cancellations received between 48-72 hours before the start of your private tour. Cancellations received within 48 hours and no-shows will not be refunded.

Amendment Fee

If you wish to review or adjust your booking up to 72 hrs before the tour, an administrative charge of €10 will incur per change. Any changes made to the booking within 72 hours of the scheduled tour start time will incur in an administrative charge of €50.00.

Late Policy

Your private 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 during office hours under 0049 30 510 500 30 (7 weekdays from 9am – 6pm CET) or after office hours under 0049 160 9089 1894 (7 weekdays from 6pm – 9am CET). If no contact is made within 15 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.

PARTICIPATION

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.

Guests aged 15 and under must be accompanied by an adult. For all paid tours, guests aged 13 and under may join the tour free of charge, however, you may be asked to cover any costs associated with tours that have external elements included in the ticket price, such as train tickets, museum entry, food etcetera.

No guest under the age of 18 may join a Pub Crawl or Beer Tasting Experience.

 

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.

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