Booking Terms

1. Before you book

By completing your booking you accept the following terms, which apply unless the activity Provider publishes their own. Where the two conflict, whichever term is more favourable to the consumer shall prevail.

2. Who you are contracting with

The activity contract is concluded exclusively between you and the Provider organising it, whose identity and contact details appear in your confirmation email. Ticando is the technology platform that makes the booking and the payment possible: it neither organises nor delivers the activity, does not resell it and is not a party to that contract.

The Provider may publish their own terms for their activities. Where they do, those terms will be shown to you before you complete payment and will prevail over these.

3. The booking and its confirmation

The booking is formalised when you receive the confirmation email, which sets out the activity, the date and time, the number of participants, the meeting point and the Provider’s details. Please check that confirmation: it is the record of what you booked.

You are responsible for supplying a correct email address and telephone number. If the Provider needs to tell you about a change, that is how they will reach you.

4. Prices and payment

The price shown is the Provider’s and includes applicable taxes unless stated otherwise. Payment is made in the gateway’s secure environment: neither Ticando nor the Provider accesses or stores your full card number.

When the payment is taken is determined by the Provider and is shown to you before you complete the booking. If payment cannot be completed you will be notified so you can resolve it; if you do not do so within the stated period, the booking may be cancelled automatically.

5. Cancellation by you

You may cancel free of charge, with a full refund of the amount paid, provided you do so more than 24 hours before the activity’s start time.

Within the 24 hours before the start, the booking is non-refundable.

6. No-show

Failing to appear at the meeting point at the stated time, without having cancelled beforehand, carries no right to a refund. If you anticipate a delay, tell the Provider as soon as you can: subject to availability, they will try to move you to another slot.

7. Cancellation or changes by the Provider

The Provider may cancel the activity where circumstances outside their control make it unworkable — weather conditions, official measures, strikes, insufficient participants or other external causes. In that case you will be refunded in full, or you may choose a new date if the Provider offers one.

The Provider may make minor changes to the programme up to 24 hours before the start, including a change of meeting point, provided the new point is reachable on foot or by public transport in under 15 minutes from the original. Substantial changes entitle you to cancel with a full refund.

8. Force majeure

Unless the Provider officially cancels the activity, the terms above also apply where circumstances are outside your control — sudden illness, traffic, road closures, flight delays or bad weather. That is why we strongly recommend taking out travel insurance covering these events.

9. Taking part in the activity

Arrive at the meeting point with the lead time stated in your confirmation and follow the Provider’s safety instructions. The Provider may exclude from the activity, with no right to a refund, anyone who does not meet the published requirements or who is in a condition that puts their own safety or that of others at risk.

Some activities require a minimum age, a level of fitness or specific conditions. These appear in the activity description and you should check them before booking.

10. Insurance

The booking price does not include any insurance. It is your responsibility to hold whatever cover you consider appropriate, including, where relevant, cancellation and travel assistance insurance.

11. Travel documents and traveller requirements

You are responsible for holding the necessary documentation — identity document, passport, visa — and for complying with any health and entry rules that apply to you. Being unable to take part because these requirements are not met carries no right to a refund.

12. Damages

You are liable for damage you cause intentionally or negligently to the Provider’s equipment, premises or vehicles, in accordance with applicable law.

13. Reviews and user content

If you post a review or any other content, it must be truthful and relate to an activity you actually took part in. Offensive, defamatory or promotional content, or content infringing third-party rights, is not permitted and may be removed.

14. How to cancel

Cancellations and changes are requested directly from the Provider, in writing, using the contact details in your confirmation email. The applicable tier is set by the date and time the Provider receives the request, so keep your acknowledgement of receipt.