Booking Policy

At a glance

This Booking Policy explains how reservations work, what happens if you or we need to cancel, and what refunds you can expect. It forms part of the contract between you and UpCityWalks alongside our Terms of Service.

• Bookings are confirmed only when you receive a written confirmation email.
• Full payment is due at the time of booking.
• Free cancellation is available up to 24 hours before the tour starts.
• We only cancel tours for safety reasons; if we cancel you receive a full refund.
• Questions? Email hello@upcitywalks.com.

1. Making a booking

Select your tour, preferred date and time, and the number of guests. Our checkout is powered by Bókun, a third-party reservation platform. Once you submit your details and payment, Bókun processes the transaction and we send you a confirmation email.

The confirmation email is your receipt and your ticket. It includes your booking reference number, tour details, the exact meeting point, and an emergency contact number. Please bring it with you on the day (printed or on your phone).

If you do not receive a confirmation email within one hour of payment, please check your spam or junk folder. If it is not there, contact us at hello@upcitywalks.com with your name and the tour date.

2. Prices and payment

All prices are displayed in the currency you selected and include any applicable VAT. The total amount is shown clearly before you confirm your purchase.

2.1 Payment methods

We accept all major debit and credit cards through our payment processor (Stripe, operated via Bókun). Payment is taken in full at the time of booking - we do not offer deposits or instalment plans for standard tours.

2.2 Private and group bookings

For private tours or group bookings of 10 or more people, a deposit arrangement may be agreed separately in writing. The remaining balance is due no later than 7 days before the tour date.

2.3 Pricing errors

We make every effort to display accurate prices, but errors occasionally occur. If a pricing error is discovered after your payment, we will contact you promptly. You may then either confirm the booking at the correct price or cancel it for a full refund. We will never process a higher charge without your explicit approval.

3. Cancellation by you

We understand that plans change. You may cancel your booking free of charge up to 24 hours before the tour starts. Cancellations made less than 24 hours before the start time are not eligible for a refund:

“Notice” means the time from when we receive your cancellation request to the scheduled tour start time. You can cancel directly via the link in your booking confirmation email, or by writing to us at hello@upcitywalks.com with your booking reference.

3.1 Right of withdrawal

Walking tours are services tied to a specific date and time. Under Article 16(l) of EU Directive 2011/83/EU, transposed into Czech law in §1837(j) of Act No. 89/2012 Coll., the standard 14-day right of withdrawal for distance contracts does not apply. The cancellation schedule above represents the voluntary refund terms we offer.

4. No-show policy

If you do not arrive at the meeting point by the time the tour departs, your booking is treated as a no-show and no refund is issued. Our guides wait a maximum of 10 minutes past the scheduled start time before departing with the rest of the group.

If you are running late, please call the emergency number in your confirmation email. We cannot guarantee the guide will wait, but we will do our best to assist you in catching up if the route allows it.

5. Changes to your booking

If you need to change the date, time, or number of guests on an existing booking, please contact us as soon as possible by email. We will do our best to accommodate your request subject to availability.

• Date or time changes requested more than 24 hours before the tour are accommodated free of charge (subject to availability).
• Changes requested within 24 hours are treated as a cancellation of the original booking, followed by a new booking at the current price.
• Reducing the number of guests within 24 hours of the tour does not entitle you to a refund - this follows the same cancellation policy in Section 3.
• Increasing the number of guests is subject to availability and requires payment for the additional places.

6. Cancellation by us

We reserve the right to cancel a tour when necessary for safety or operational reasons. Circumstances that may lead us to cancel include:

• weather conditions that make the tour unsafe or impractical (e.g., extreme heat, storm, heavy ice);
• a public event, street closure, or access restriction that prevents us from running the planned route;
• a guide becoming unavailable at short notice with no suitable replacement;
• a public-health emergency, government directive, or other force majeure event.

We do not cancel tours because of light rain or cold weather - our guides run tours in all typical Prague weather conditions. We recommend checking your confirmation email the morning of your tour for any last-minute updates.

6.1 What happens when we cancel

If we cancel before your tour starts, you will be offered:

• A free reschedule to an equivalent tour on another date of your choice, or
• A full refund of the amount you paid, processed within 14 days in accordance with EU consumer law.

We will notify you by email and, where time allows, by phone using the contact details you provided at booking. If a tour is cut short for safety reasons after it has started, we will offer a pro-rata refund or a partial credit at our discretion.

7. Weather policy

Prague has four distinct seasons and its weather can be unpredictable. Our tours operate in rain, cold, and light snow. We encourage you to check the forecast and dress appropriately - layers, a waterproof jacket, and comfortable walking shoes make a significant difference.

We cancel only when weather conditions create a genuine safety risk, such as severe thunderstorms, gale-force winds, or ice that makes cobblestone streets hazardous. The decision to cancel rests entirely with us and our guides, and we will communicate it as early as possible on the day.

8. Group and private bookings

Groups of 10 or more people, and all private tour bookings, are subject to separate terms that are agreed in writing at the time of enquiry. Please contact us at hello@upcitywalks.com before booking to discuss availability and pricing.

• Private tours can be customised in terms of route, duration, and focus.
• A deposit may be required to confirm a private or large group booking.
• Cancellation terms for private bookings are set out in your written agreement and may differ from the standard schedule above.
• The lead booker is responsible for communicating these terms to all members of the group.

9. Refund processing

All approved refunds are returned to the original payment method (credit or debit card) used at the time of booking. We do not issue cash refunds or refunds to a different card or account.

Once we confirm your refund, please allow:

• 5 to 10 business days for the refund to appear on your statement, depending on your card issuer.
• Up to 14 calendar days for cancellations made by us - this is the maximum permitted under EU consumer law.

If you have not received your refund after 14 business days, please first check with your bank. If the issue persists, contact us at hello@upcitywalks.com with your booking reference and we will investigate.

10. Accessibility and special requirements

Our tours cover historic city streets that include cobblestones, steps, slopes, and uneven surfaces that cannot be modified. Most of our standard tours are not fully wheelchair accessible, though we can often suggest adapted routes.

If you or anyone in your group has a physical disability, mobility impairment, or any other condition that may affect your experience on the tour, please contact us before booking. We will advise on suitability and, where possible, tailor the tour to your needs.

Booking a tour without disclosing a relevant medical or mobility condition that you were aware of does not entitle you to a refund if you are unable to complete the tour.

11. Vouchers and gift cards

Vouchers and gift cards issued by UpCityWalks are valid for 12 months from the date of issue. They can be applied at checkout against any tour of equivalent or higher value (with the balance payable by card).

• Vouchers have no cash value and cannot be exchanged for money.
• Vouchers cannot be combined with other promotional discounts unless the promotion explicitly allows it.
• Lost or stolen vouchers cannot be replaced.
• Expired vouchers cannot be reactivated.
• If a tour purchased with a voucher is cancelled by us, a replacement voucher of equal value will be issued.

12. Complaints and disputes

We take every complaint seriously. If something goes wrong on your tour or with your booking, please contact us as soon as possible - ideally on the day, but no later than 14 days after the tour - so we can investigate properly:

We aim to acknowledge complaints within 2 business days and resolve them within 14 days. If we are unable to resolve a dispute directly, you may refer the matter to the Czech Trade Inspection Authority (ČOI), which provides free alternative dispute resolution (ADR) for consumer complaints:

13. Changes to this policy

We may update this Booking Policy from time to time to reflect changes in our practices, applicable law, or for other operational reasons. The current version is always available on this page and is identified by the “Last updated” date in the header.

The version of this policy in force at the time you make your booking governs that booking. Changes made after you have booked do not affect your existing reservation.

14. Contact us

For any questions about this Booking Policy, your reservation, or our tours generally, please get in touch:

This Booking Policy was last updated in May 2026 and applies to all bookings made on or after that date. It should be read alongside our Terms of Service and Privacy Policy.