At The Guides You Need, we work to provide our customers with a well-organised and high-quality experience. The following conditions apply to cancellations, booking modifications, and any incidents related to guided tour reservations.

Customer cancellations

Customers may cancel their booking free of charge provided that the request is made at least 24 hours before the scheduled start time of the tour.

Cancellations made less than 24 hours before the tour start time are not eligible for a refund.

To request a cancellation, customers can choose one of the following options:

1. Contact The Guides You Need by email at hello@theguidesyouneed.com, providing the necessary booking details to identify the reservation and explaining their cancellation request.
2. Access their Customer Area to manage their booking directly. By entering the email address used to make the reservation, customers will receive a link that will allow them to cancel their booking.

Booking modifications

Customers may request changes to the date and/or time of their visit provided that the request is made at least 24 hours before the scheduled start time of the tour.

Changes are subject to availability and will not involve any additional cost for the customer.

To request a modification, customers can choose one of the following options:

1. Contact The Guides You Need by email at hello@theguidesyouneed.com, providing the necessary booking details to identify the reservation and explaining their modification request.
2. Access their Customer Area to manage their booking directly. By entering the email address used to make the reservation, customers will receive a link that will allow them to modify their booking.

Customer delays and no-show policy

Tours will start at the time indicated in the booking confirmation.

We recommend that customers arrive at the meeting point in advance, following the instructions provided in their booking confirmation.

If a customer does not show up, arrives late, or is unable to join the tour once it has started, the tour cannot be provided and no refund will be issued.

Our activities start promptly in order to ensure that the scheduled timetable is respected and to provide the best experience for all participants.

Cancellations by The Guides You Need

If The Guides You Need must cancel a tour due to operational reasons, guide illness, museum closure, force majeure events, or any other circumstances that prevent the service from being provided, customers may choose between:

• Rescheduling the tour, subject to availability.
• Receiving a full refund of the amount paid.

Museum tickets

Museum tickets are included in the booking price and are arranged in advance by The Guides You Need.

Customers may cancel their booking and request a refund provided that the cancellation is made at least 24 hours before the scheduled start of the visit, even if the tickets have already been purchased.

If a museum closes, changes its opening hours, or any circumstance beyond The Guides You Need’s control prevents the visit from taking place, customers will be offered the option to reschedule the activity or receive a full refund.

Refunds

Refunds will be processed using the same payment method used during the booking.

Once a refund has been approved, the time required for the amount to be received will depend on the processing times of the customer’s bank or payment provider.

Bookings cancelled less than 24 hours before the tour start time, as well as bookings that cannot be fulfilled due to customer absence or late arrival, are not eligible for a refund.

Contact

For any questions regarding cancellations, booking modifications, or refunds, customers can contact The Guides You Need through the contact channels provided on the website or by email at hello@theguidesyouneed.com.