Terms of sale

1. Who you are buying from

Royal Tours is a trading name of Around The Globe Travel LTD, a company registered in England and Wales under number 09948707, with its registered office at Unit 10 Enterprise Court, Farfield Park, Manvers, Rotherham S63 5DB, United Kingdom. In these terms "we", "us" and "our" mean that company; "you" means the person making the booking.

Contact: booking@polandisamazing.com, +48 517 180 915 (telephone and WhatsApp). Our operations office is in Krakow, Poland, and the tours themselves take place in Poland.

2. What these terms cover

These terms apply to bookings made directly with us — on www.polandisamazing.com, by telephone, or by email.

They do not apply to bookings made through GetYourGuide, Viator, Headout, Tiqets or any other travel agent. Those bookings are governed by that company's own terms, and cancellations, changes and refunds have to go through them.

By completing a booking you confirm that you are at least 18 years old and are acting as a consumer or on behalf of the people named on the booking.

3. What we sell

We sell guided visits to the Auschwitz-Birkenau State Museum and Memorial, and to the Wieliczka Salt Mine. Depending on the product you choose, a booking may include:

• entry to the site
• a guide licensed by the site to lead your group
• a host from our team, who meets you at the meeting point and stays with you through arrival, the security check and finding your guide
• transfer between Auschwitz I and Birkenau on our own vehicle, where the product includes it
• transport from Krakow and back, where the product includes it.

What is included is stated on the product page and in your confirmation. Guided visits are conducted in English, German or French. We do not offer guiding in other languages.

The host is not a guide. Guiding inside the Memorial is carried out exclusively by guides licensed by the Museum. Our host handles logistics and is not permitted to guide.

4. Prices and payment

Prices are shown per person in euro (EUR) and include the site entry fee, the guide and everything else listed as included. We charge no booking fee.

Payment is taken in full at the time of booking, by card, through our payment processor Stripe. We do not receive or store your card details. Your bank may apply a currency conversion or international transaction charge; that charge is theirs, not ours, and we cannot refund it.

The price that applies is the one shown to you at the moment you complete the booking.

5. How a booking is made

Selecting a date and paying is an offer to buy. The contract between us comes into existence when we send you a booking confirmation by email, not when your card is charged.

If we cannot accept your booking — for instance because the place was taken in the moments before your payment, or because no licensed guide is available — we will tell you and refund you in full. No contract is formed in that case.

6. Participant names, and why they cannot be changed

The Auschwitz-Birkenau State Museum requires the full name of every person visiting, and checks those names against photo identification at the entrance.

You must therefore give us, for every participant, the name exactly as it appears on the passport or identity document that person will bring. Placeholder entries ("guest", "+1") cannot be accepted.

Once we have submitted your list to the Museum it is final. After that point:

• a name cannot be corrected, including a misspelling
• a booking cannot be transferred to a different person
• a person whose identity document does not match the name on the list will be refused entry by the Museum, and we cannot refund that person's place.

We submit the list as soon as the Museum allocates your guide, which is normally more than 48 hours before your visit. If you spot an error, tell us immediately — before submission we can usually correct it; afterwards we cannot.

7. Your entry time

Your date is confirmed when you book. Your entry time is not.

Entry times and guides are allocated by the Museum from its own rota. The time you select when booking is a request that we pass on, and the time the Museum allocates is frequently not the one we asked for.

We confirm your final entry time by email at least 48 hours before your visit.

If the confirmed time differs by more than two hours from the time you booked, you choose: the nearest alternative date we can offer, or a full refund. The two hours are measured against the time you booked, not against the time the Museum allocated to us.

Within two hours either way, the visit goes ahead as booked. Please keep that day flexible until you hear from us, and tell us at checkout if you have a fixed commitment that day such as a flight or a train.

8. Meeting point

Your meeting point is stated in your confirmation and is the meeting point that applies to your booking. It is not always the same place: most visits meet at the car park at Birkenau (Brzezinka), which is a different location from the Museum at Auschwitz I in Oświęcim, some three kilometres away. Where we start at Auschwitz I instead, we tell you clearly and in advance.

Please arrive at the time stated. If you cannot find us, telephone or send a WhatsApp message to +48 517 180 915 and we will guide you in. We will wait for you where we reasonably can, but we cannot delay a group past the entry time the Museum has allocated, and entry cannot be rescheduled once missed.

9. Right of withdrawal

The statutory 14-day right of withdrawal that normally applies to contracts concluded at a distance does not apply to this booking.

The services we sell are leisure services to be provided on a specific date, and such services are excluded from the right of withdrawal by Article 16(l) of Directive 2011/83/EU on consumer rights, as implemented in the law that applies to your contract. The same exclusion applies to the Auschwitz-Birkenau State Museum's own sale of timed entry.

This does not leave you without protection. Our own cancellation policy, set out in section 10 and published at www.polandisamazing.com/cancellation-policy/, gives you a full refund if you cancel more than 48 hours before your tour begins, and it forms part of this contract.

10. If you cancel

More than 48 hours before the start time: 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 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). 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.

To cancel, contact us by email or telephone quoting your booking reference. We confirm every cancellation in writing.

Changes. Tell us what you need and we will see what is possible. Changes depend on availability on the date you want and on whether your names have already been submitted, so the earlier you write, the more we can do. We cannot promise a change.

11. If we cancel

No licensed guide available. A few times a year we are unable to secure a Museum-licensed guide for a date we have confirmed. 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 beyond two hours. As set out in section 7: alternative date, or full refund, at your choice.

Anything else. If we cancel 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 the law that applies to your contract.

12. 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: 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 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.

13. Refunds

Refunds are made to the payment method you used, in the currency you paid, and are normally processed within five working days of the cancellation being confirmed. How quickly the money then reaches you depends on your bank or card issuer.

14. The Museum's rules, and refusal of entry

The site you are visiting sets its own rules of entry and enforces them at the security check. They are not our rules and we cannot waive them.

The Museum publishes its regulations in full at https://visit.auschwitz.org/regulamin.html — that page always carries the version currently in force. Please read them before you travel. By booking with us you accept that your visit is subject to them. The points visitors are most often caught by:

• Bag size. Nothing larger than 35 × 25 × 15 cm may be carried in. Larger bags must be left in your vehicle or at the left-luggage point.
• Identification. Every visitor must carry the photo identity document matching the name on the booking.
• Conduct. The Memorial is a cemetery and a place of remembrance. Visitors are expected to behave accordingly, and the site may remove anyone who does not.

If a participant is refused entry, or removed, because of something within their own control — a bag that does not comply, a missing or mismatched document, conduct, or arriving after the allocated entry time — we cannot refund that person's place, because the entry fee has already been paid to the site on their behalf. We will always try to help resolve the situation on the spot.

15. Children

The Memorial does not recommend the visit for children under fourteen. That is guidance from the Museum rather than a prohibition, and nobody will be turned away at the gate for age alone. Whether a younger child should come is a decision for the accompanying adult, who remains responsible for them throughout.

Children must be named on the booking like any other participant.

16. Accessibility and specific needs

Tell us before you book if anyone in your group has reduced mobility or another specific need, and we will tell you honestly what the site and our vehicles can accommodate. Parts of the Memorial, in particular Birkenau, are open ground with uneven surfaces and no shelter.

17. Our responsibility to you

We are responsible for providing the services described in your confirmation with reasonable care and skill.

We are not responsible for the content or conduct of the guided narration, which is delivered by guides licensed and assigned by the Museum, nor for decisions taken by the Museum, including entry times, closures of individual blocks, and refusals of entry.

We are not responsible for losses that were not foreseeable at the time the contract was made — for example a missed flight, a non-refundable hotel night, or other onward arrangements — where those arose from a change of entry time we notified you of within the terms of section 7.

Nothing in these terms limits our liability for death or personal injury caused by our negligence, for fraud, or for anything else that cannot lawfully be limited.

18. If something goes wrong

Tell us as soon as possible, and if possible while you are still with us — most things can be put right on the day. Otherwise write to booking@polandisamazing.com with your booking reference. We aim to reply within five working days.

If we cannot resolve the matter between us, nothing in these terms affects your statutory rights, including your right to bring a claim before the courts of the country in which you live, as set out in section 21.

19. Your data

How we handle your personal data, including the names we pass to the Museum, is described in our privacy notice at www.polandisamazing.com/privacy/.

20. Changes to these terms

We may change these terms. 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.

21. Applicable law and where a dispute is heard

Your contract with us is governed by the law of the country in which you live, and any dispute arising from it may be brought before the courts of that country. Nothing in these terms removes any protection given to you by the mandatory consumer law of your country of residence.

These terms are published in English. English is the language of the contract.