Varna Explorer Tours - Discover Bulgaria's Pearl

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Cancellation Policy

Free Cancellation

Cancel up to 48 hours before your adventure begins for a full refund. This gives you flexibility to adjust your travel plans.

To cancel your booking, simply log in to your account on our website or contact our customer service team via email or phone. Refunds will be processed to the original payment method within 5-7 business days.

For bookings made through third-party platforms like GetYourGuide or Viator, please cancel through their respective platforms according to their policies.

Late Cancellation

Cancellations within 48 hours of tour start will be charged 50% of the tour price. This policy helps us manage our resources and commitments to guides.

If you need to cancel within the 48-hour window due to unexpected illness or emergency, please contact us as soon as possible. While our policy applies, we review exceptional circumstances on a case-by-case basis and may offer partial credit toward a future tour.

For multi-day tours and premium experiences, different cancellation terms apply: 7+ days before: full refund; 3-6 days before: 70% refund; 1-2 days before: 50% refund; within 24 hours: no refund.

No-Shows

If you fail to arrive for your scheduled tour without prior notice, it will be considered a no-show and no refund will be provided. Our guides typically wait up to 15 minutes after the scheduled start time.

If you're running late, please contact us immediately. We'll do our best to accommodate you or arrange for you to join the tour in progress, though this cannot be guaranteed and no partial refunds will be issued.

Weather Cancellations

If we cancel a tour due to extreme weather conditions, you will receive a full refund or the option to reschedule at no additional cost.

We monitor weather forecasts closely and make cancellation decisions at least 2 hours before tour start time. You'll be notified via email and text message if your tour is affected.

Light rain or moderate weather conditions do not qualify for weather cancellations. We provide complementary umbrellas for walking tours in light rain, subject to availability.

Tour Modifications

Changing the date or time of your tour is free of charge if requested at least 72 hours in advance, subject to availability. Changes requested within 72 hours are subject to a €10 administrative fee per booking.

Adding participants to an existing booking can be done at any time, provided space is available. Reducing the number of participants follows our standard cancellation policy based on when the reduction is requested.

Gift Certificates and Vouchers

Gift certificates and promotional vouchers are valid for 12 months from the date of purchase unless otherwise specified. They are non-refundable but are fully transferable to another person.

Bookings made using gift certificates follow our standard cancellation policy. If a tour booked with a gift certificate is cancelled according to our policy, the certificate value will be restored and its validity extended by 3 months.

Terms & Conditions

1. Booking and Payment

Tours must be booked and paid for in advance. Full payment is required to secure your booking. We accept major credit cards, PayPal, and EU bank transfers.

For group bookings of 8 or more people, a 20% deposit is required at the time of booking, with the remaining balance due 7 days before the tour date. Corporate clients may arrange invoice payment options with our business department.

All prices are listed in Euros (€) and include applicable EU VAT. Any bank fees or currency conversion charges are the responsibility of the customer.

2. Cancellation Policy

Free cancellation up to 48 hours before tour start time. Cancellations within 48 hours are subject to 50% fee. No-shows are not refundable.

For private tours and specialty experiences, cancellations must be made at least 7 days in advance for a full refund. Cancellations between 7 and 3 days incur a 30% fee, and cancellations within 72 hours are charged at 75% of the tour price.

Date changes are permitted free of charge up to 72 hours before the tour start time, subject to availability. Late changes are treated as cancellations and new bookings.

3. Weather Policy

Tours operate in most typical weather conditions. Extreme weather cancellations will receive full refunds or rescheduling options.

Light rain is not considered extreme weather for walking tours. We recommend bringing appropriate rain gear. In cases of heavy rain, snow, or extreme temperatures, we may modify the itinerary or offer indoor alternatives where possible.

The safety of our guests is our priority. The final decision regarding weather-related cancellations rests with our management and will be communicated at least 2 hours before the scheduled start time.

4. Safety and Liability

Participants join tours at their own risk. Our company carries comprehensive public liability insurance but is not responsible for personal injury or loss of belongings.

We strongly recommend that all participants have their own travel insurance that covers medical emergencies, trip cancellations, and personal belongings. EU citizens should carry their European Health Insurance Card (EHIC) or equivalent.

By participating in our tours, you agree to follow the guide's safety instructions at all times. We reserve the right to refuse service or remove any participant whose behavior endangers the safety or enjoyment of other guests.

5. Age Restrictions

Some tours have minimum age requirements. Children under 16 must be accompanied by an adult. Some historical sites may have specific access restrictions.

For culinary tours including wine tastings, participants must be at least 18 years old. Family-friendly alternatives can be arranged upon request. Bicycle tours require participants to be at least 12 years old and 150cm tall for safety reasons.

Discounted rates are available for children aged 6-16 on most tours. Children under 6 may join free of charge when accompanied by a paying adult, but please note some historical sites may have restrictions on strollers or very young visitors.

6. Tour Operation

We reserve the right to modify tour routes, content, or duration due to unforeseen circumstances such as special events, site closures, or safety concerns. In such cases, we will provide an equivalent experience or suitable alternative.

Group tours require a minimum of 2 participants to operate. In the rare event that this minimum is not met, we will offer an alternative date, a different tour option, or a full refund.

Tour start times are strict. We recommend arriving 10-15 minutes before the scheduled departure. Tours will not wait for late arrivals beyond 5 minutes, and no refunds will be issued for missed tours due to lateness.

7. Photography and Publicity

Our company occasionally takes photographs during tours for promotional purposes. By participating in our tours, you grant us permission to use images in which you may appear for marketing materials, social media, and our website.

If you prefer not to be photographed, please inform your guide at the start of the tour. We respect your privacy and will ensure you are not included in promotional imagery.

Privacy Policy

Data Collection

We collect personal information necessary to provide our tour services, including name, email, phone number, and payment information in compliance with EU GDPR regulations.

When you visit our website, we may also collect non-personal data through cookies and similar technologies, including IP address, browser type, device information, and pages visited. This helps us improve your browsing experience and analyze website traffic patterns.

If you subscribe to our newsletter, we store your email address and name for the purpose of sending you updates about our tours, special offers, and travel information. You can unsubscribe at any time using the link in each newsletter.

Information Usage

Your information is used to process bookings, communicate tour details, and improve our services. We never sell your data to third parties.

Specifically, we use your data to: confirm bookings and send tour information; process payments securely through our payment providers; communicate about tour changes or weather updates; personalize your experience based on preferences; and comply with legal obligations including tax and business regulations.

With your explicit consent, we may use your email address for marketing communications about similar tours and special offers. You can withdraw this consent at any time.

Data Sharing

We share your information only with trusted third parties who assist us in operating our website, conducting business, and servicing you. These service providers include payment processors, email delivery services, and web hosting providers who are bound by confidentiality agreements.

In certain circumstances, we may be required to disclose your personal data to comply with legal obligations, enforce our terms of service, protect our rights or safety, or respond to government requests.

We use industry-standard security measures to protect your data against unauthorized access, alteration, disclosure, or destruction. All payment transactions are encrypted using SSL technology.

Your Rights

You have the right to access, update, or delete your personal information. Contact us at our support email for any data-related requests.

Under the GDPR, you also have the right to: request a copy of your personal data; correct any inaccuracies in your data; request erasure of your data under certain conditions; restrict or object to processing of your data; data portability; and withdraw consent for data processing based on consent.

We will respond to all requests within 30 days. To protect your privacy, we may take steps to verify your identity before fulfilling your request.

Cookie Policy

Our website uses cookies to enhance your browsing experience. These small text files store information on your device and help us recognize you when you return to our site.

We use essential cookies that are necessary for the website to function properly, analytical cookies that help us understand how visitors interact with our site, and, with your consent, marketing cookies that track your activity across websites to deliver personalized advertisements.

You can manage your cookie preferences through your browser settings or our cookie consent banner. Disabling certain cookies may affect the functionality of our website.

Data Retention

We retain your personal information only for as long as necessary to fulfill the purposes for which it was collected, including legal, accounting, or reporting requirements.

Booking information is kept for 7 years to comply with EU tax regulations. Newsletter subscription data is kept until you unsubscribe. Website analytics data is anonymized after 26 months.

Cancellation Policy

Free Cancellation

Cancel up to 48 hours before your adventure begins for a full refund. This gives you flexibility to adjust your travel plans.

To cancel your booking, simply log in to your account on our website or contact our customer service team via email or phone. Refunds will be processed to the original payment method within 5-7 business days.

For bookings made through third-party platforms like GetYourGuide or Viator, please cancel through their respective platforms according to their policies.

Late Cancellation

Cancellations within 48 hours of tour start will be charged 50% of the tour price. This policy helps us manage our resources and commitments to guides.

If you need to cancel within the 48-hour window due to unexpected illness or emergency, please contact us as soon as possible. While our policy applies, we review exceptional circumstances on a case-by-case basis and may offer partial credit toward a future tour.

For multi-day tours and premium experiences, different cancellation terms apply: 7+ days before: full refund; 3-6 days before: 70% refund; 1-2 days before: 50% refund; within 24 hours: no refund.

No-Shows

If you fail to arrive for your scheduled tour without prior notice, it will be considered a no-show and no refund will be provided. Our guides typically wait up to 15 minutes after the scheduled start time.

If you're running late, please contact us immediately. We'll do our best to accommodate you or arrange for you to join the tour in progress, though this cannot be guaranteed and no partial refunds will be issued.

Weather Cancellations

If we cancel a tour due to extreme weather conditions, you will receive a full refund or the option to reschedule at no additional cost.

We monitor weather forecasts closely and make cancellation decisions at least 2 hours before tour start time. You'll be notified via email and text message if your tour is affected.

Light rain or moderate weather conditions do not qualify for weather cancellations. We provide complementary umbrellas for walking tours in light rain, subject to availability.

Tour Modifications

Changing the date or time of your tour is free of charge if requested at least 72 hours in advance, subject to availability. Changes requested within 72 hours are subject to a €10 administrative fee per booking.

Adding participants to an existing booking can be done at any time, provided space is available. Reducing the number of participants follows our standard cancellation policy based on when the reduction is requested.

Gift Certificates and Vouchers

Gift certificates and promotional vouchers are valid for 12 months from the date of purchase unless otherwise specified. They are non-refundable but are fully transferable to another person.

Bookings made using gift certificates follow our standard cancellation policy. If a tour booked with a gift certificate is cancelled according to our policy, the certificate value will be restored and its validity extended by 3 months.

Safety Guidelines

Health and Fitness Requirements

Please inform us of any medical conditions or mobility restrictions before booking. Walking tours involve moderate physical activity and some uneven surfaces.

Our standard walking tours cover approximately 3-4 kilometers over 2-3 hours at a leisurely pace with regular stops. Participants should be able to stand for periods of 15-20 minutes and climb stairs in historical buildings where elevators may not be available.

For guests with mobility challenges, we offer several accessible tour options with modified routes that avoid stairs and difficult terrain. Please contact us at least 72 hours in advance to arrange these accommodations.

Equipment and Clothing

Wear comfortable walking shoes and weather-appropriate clothing. Vienna weather can vary, so bring layers and consider bringing an umbrella.

In summer (June-August), we recommend lightweight, breathable clothing, sun protection (hat, sunglasses, sunscreen), and a water bottle. Temperatures can reach 30°C (86°F). Some religious sites require shoulders and knees to be covered.

In winter (December-February), dress warmly with thermal layers, waterproof footwear, gloves, and a hat. Vienna winters can drop below freezing, especially in the evenings. Our Christmas market tours include outdoor elements.

For bicycle tours, helmets are provided and mandatory. Wear comfortable clothing that won't restrict movement and avoid loose pants that might catch in bicycle chains.

Emergency Procedures

All our guides are trained in first aid and emergency procedures. We maintain direct communication with Austrian emergency services and have comprehensive insurance coverage.

In case of emergency during a tour, your guide will assess the situation and contact appropriate services. The European emergency number is 112, which connects to police, ambulance, and fire services. Medical emergencies can also be reported directly at 144.

We recommend all travelers have travel insurance that covers medical emergencies in Austria. EU citizens should carry their European Health Insurance Card (EHIC) or Global Health Insurance Card (GHIC).

COVID-19 Safety Measures

We follow all current Austrian health guidelines regarding COVID-19. Our policies are updated regularly to reflect the latest government regulations and health recommendations.

Current measures include: regular sanitization of equipment; smaller group sizes to allow for personal space; availability of hand sanitizer during tours; and contactless check-in procedures.

If you experience any symptoms before your tour, please contact us to reschedule. We offer flexible rebooking options for health-related cancellations.

Tour Safety

Vienna is generally a very safe city, but we advise normal travel precautions. Keep valuables secure and be aware of your surroundings, especially in crowded tourist areas.

Our guides are knowledgeable about the city and provide safety briefings at the start of each tour. They carry mobile phones and emergency contact information at all times.

For bicycle tours, we provide a comprehensive safety orientation and equipment check before departure. All participants must follow traffic rules and guide instructions for a safe experience.

Children's Safety

Parents or guardians must supervise children under 16 at all times during tours. We recommend family-specific tours for groups with young children, as these are paced appropriately and include engaging content for younger participants.

For bicycle tours, child seats and smaller bicycles are available for children aged 5-12. Children under 5 can be accommodated in special child trailers pulled by an adult bicycle.

All guides working with family tours have undergone background checks and have experience working with children.

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