Cancellation Policy
Last updated: [DATA]. This policy applies to bookings made on or after this date.
This policy explains when and how a booking made directly with Royal Tours — on our website, by telephone or by email — can be cancelled, and what happens when we have to cancel.
If you booked through GetYourGuide, Viator, Headout or another travel agent, that company’s cancellation terms apply to your booking and you should cancel through them, not through us.
Royal Tours is a trading name of Around The Globe Travel LTD, [NUMER REJESTROWY], [ADRES SIEDZIBY].
How to cancel
Contact us by any of these routes, quoting your booking reference:
- Email booking@polandisamazing.com
- Telephone or WhatsApp +48 517 180 915
We will confirm your cancellation in writing. A cancellation takes effect when we receive it, not when you send it — so if you are close to the deadline, telephone rather than email.
If you cancel
More than 48 hours before the start time of your tour: you receive a full refund of everything you paid.
Within 48 hours of the start time, or after it: we are not able to refund the booking. By that point your entry to the Memorial has been confirmed with the Museum against the names on your booking, and the place cannot be resold.
Times are calculated in the local time zone of the tour (Europe/Warsaw).
If we cancel
- Museum guide unavailable. A few times a year we are unable to secure a Museum-licensed guide for a date we have confirmed. When this happens we offer you the nearest alternative date; if that does not suit you, we refund everything you paid. You will hear from us on the day before your visit at the latest — never on the morning of the tour.
- Change of entry time. Entry times are allocated by the Museum from its own rota, so the time you select when booking is a request. We confirm your final entry time at least 48 hours before your visit. If that confirmed time differs by more than two hours from the time you booked, you choose: the nearest alternative date, or a full refund. This is measured against the time you booked, not the time we are allocated.
- Anything else. If we cancel your tour for any other reason, you receive a full refund. Where the cancellation is our fault, this does not affect any further rights you may have under applicable law.
Circumstances beyond either side’s control
You may cancel and receive a full refund if an event outside your control, arising after you booked, makes it impossible or unsafe for you to take the tour. This includes government travel restrictions, war or civil unrest, epidemic disease unusual to the area, extreme weather, natural disaster, a general strike affecting travel, or a cancelled flight where no alternative means of reaching Krakow exists.
It does not include a change of plans, ordinary bad weather, oversleeping, or a missed connection where an alternative was available.
Illness or injury of a participant is not covered by this clause. We are usually able to move your booking to another date instead — contact us as early as you can.
We may ask you for reasonable evidence. If we do not consider your circumstances to fall within this clause, we will tell you why in writing, and you remain free to pursue the matter through any statutory rights you have.
Refunds
Refunds are made to the payment method you used, in the currency you paid, and are normally processed within [X] working days of the cancellation being confirmed. How quickly the money reaches you after that depends on your bank or card issuer.
Changes to this policy
We may change this policy. Any change applies only to bookings made after the updated version is published on this website, and never to a booking you have already made.
Questions
Write to booking@polandisamazing.com or call +48 517 180 915.