ToursByLocals Cancellation Policy

Last Updated: June 24, 2020

This page explains our cancellation policy. Any person who books or places a booking offer for a tour on the ToursByLocals site (“You”) and any guide who offers tours on the ToursByLocals site (“Guides”) will cancel bookings and accept cancellations, refunds and/or reimbursements in accordance with the following terms and conditions.

All cancellations must be initiated by contacting ToursByLocals Support via:

  • Emailing support@toursbylocals.com
  • Sending a Message to Support through your ToursByLocals Account
  • Telephone: +1.604.777.4141; +1.866.844.6783 (North America toll-free); 0800 012 4824 (UK free phone)

Flexible Policy for Cancellations and Refunds.

You will receive a full refund of the tour price:
  • If you cancel a booking before the start of the tour for any reason. Please note you will not receive any refund if you do not cancel the tour and do not show. Also, timing is calculated in accordance with the time zone of the tour;
  • If the Guide cancels the tour;
  • If You cannot take the tour because of an unforeseeable event that is out of your control (“Unforeseeable Events”).

Refunds will be sent back to the original payment method used in making the booking. Depending on the bank's processing time, it can take 10 business days for the refunds to reflect in your bank account or card balance.

ToursByLocals is not responsible for any incidental expenses you and/or any other participant may have directly or indirectly incurred as a result of the booking of a tour. These expenses include, but are not limited to, the cost of visas, accommodation, vehicle rental, vaccinations, flights and/or loss of enjoyment.

In any cancellation event, you may also choose to reschedule the tour, or take a credit towards a future booking, instead of receiving a refund.

Unforeseeable Events

The determination of what constitutes Unforeseeable Events is at the discretion of ToursByLocals. The following is a list of examples of Unforeseeable Events:
(a) impersonal events that make it dangerous or impossible to safely undertake a tour, such as: travel restrictions imposed by governments, epidemic disease unusual to an area, war, civil insurrection, strike, extreme weather, earthquake and natural disaster;
(b) a ship that is unable to dock for whatever reasons when a shore excursion tour has been booked;
(c) a “Do Not Travel” advisory issued by the US Department of State after a booking is made; and
(d) the death or serious illness and/or injury of a tour participant.

We may require you to provide verification and/or documentation to confirm that you were unable to take your tour if you request a refund under this provision. You may check with Customer Support that the event is an Unforeseeable Event and that you can provide the required documentation before you cancel any booking.

Non-Recoverable Expenses and Reimbursements to Guides.

The Guide may request from ToursByLocals a reimbursement for any non-recoverable expenses in the preparation for any tour canceled. Such expenses shall be identified and informed in the tour description. Amounts not informed in the tour description and/or budgeted for the tour but not spent, such as fuel, entrance fees not purchased in advance, meals or any other avoidable expenses will not be reimbursed. The Guide will leave the date of the canceled tour available on the online calendar. Any remittance for non-recoverable expenses will not be remitted until after the original tour date.

Amendments.

ToursByLocals may modify and amend this cancellation policy from time to time in its sole discretion. ToursByLocals will provide notice to you by posting such changes on the site.

Please contact us if you have any questions about our cancellation policy.


Previous Content (Jun 24, 2019)

ToursByLocals Cancellation Policy

Any cancellation by you must be initiated by telephone to the ToursByLocals office at +1.604.777.4141 (in North America, you can call toll-free to 1.866.844.6783) OR by email to support@ToursByLocals.com. We will acknowledge your cancellation by email.

In certain cases you may be eligible to receive a full or partial refund depending upon:
? the reason for your cancellation or
? the number days of prior to the start of the tour your cancellation request is received or
? the amount expended by the individual guide to prepare for your tour or
? the cancellation policy option you choose

ToursByLocals is not responsible for any incidental expenses You may have incurred as a result of the purchase of your tour such as visas, vaccinations, non-refundable flights or loss of enjoyment, etc.

Please contact us if you have any questions about our cancellation policy.

24 HOUR ANY REASON cancellation option

For 10% of the tour cost, payable at time of booking, a '24 HOUR ANY REASON' cancellation option is available. If you choose to purchase this option, we will refund you the full amount you pay ToursByLocals for your tour, provided you notify us of cancellation 24 hours or more before the start of your tour.

If you cancel less than 24 hours before the tour's start time, the Standard Cancellation Policy above applies.

If you do not make use of this cancellation option, we will issue you a coupon equal to the amount you paid for it. This coupon: (i) is issued after the tour, (ii) is valid for ANY ToursByLocals tour, (iii) cannot be redeemed for cash, (iv) may not be used to purchase gift cards and (v) it is not for resale. Coupons issued prior to January 15, 2020 are valid for two years and coupons issued on or after January 15, 2020 are valid for three years.

Standard Cancellation Policy

If you cancel or cannot take your tour as a consequence of force majeure, ToursByLocals will refund the amount you have paid for your tour to a limit $1000 USD. If you have paid more than $1000 for your tour, ToursByLocals will refund the amount you have paid less any non-recoverable out-of-pocket costs the Tour Guide has incurred on your behalf - car rentals, admissions, hotel reservations, tickets etc. We may require you to provide verification to confirm that you were unable to take your tour if you request a refund under this provision.

Force Majeure includes impersonal events such as war, civil insurrection, strikes, volcanoes, extreme weather, earthquake or natural disaster that makes it dangerous or impossible to safely undertake the tour. The determination of what constitutes 'Force Majeure' is at the discretion of ToursByLocals. However, a travel warning issued by the US Department of State AFTER you book your tour invokes 'force majeure' or if you are on a ship and it is unable to dock for whatever reason, you are covered under this 'Force Majeure' provision.

For cancellation due to any other reasons (such as illness, change of personal circumstances), the date on which the request to cancel is received by ToursByLocals will determine the refund due as follows:

If you cancel 60 days or more before the start of the tour: No cancellation fee. We will refund the amount paid less any non-recoverable upfront costs incurred by the Tour Guide on your behalf. These upfront costs represent out of pocket expenses of the Tour Guide for tickets, transportation deposits and other non-recoverable tour expenses. Please send a message to the Tour Guide to find out what, if any, these costs are.

If you cancel 59 to 30 days before the start of the tour: 20% cancellation fee. If you have paid for your tour in full, we will issue a refund of 80%. If you paid only a deposit we will refund only the amount paid in excess of 20% of the tour price.

If you cancel less than 30 days before the start of the tour: 100% cancellation fee.

In some cases, the Tour Guide may cancel a tour due to weather or other circumstance. In the event that the Tour Guide cancels the tour, you may choose between a rescheduling of the tour, a full refund of all monies paid OR a credit towards an alternative tour. If you choose to accept a credit, the difference in the cost of the alternative tour will be refunded or paid by you as applicable.