General terms and conditions for guided tours and other tourist services

These general terms and conditions govern the relationships between provider and customer in provision of guided tours and other tourist services, unless agreed otherwise.

Definition of terms

Provider:
Travel agency Granda Tours s.r.o., Suchý vršek 2129/19, 158 00 Praha 5, Czech Republic, ID: 06752721, tax ID: CZ06752721, registered in the Commercial Register kept by the City Court in Prague, ref. No. C 288278, e-mail: granda@granda.cz, phone/fax: +420 251621828, hotline: +420 603 468 185

Customer:
A customer is an entity who entered into a guided tour or other tourist service contract with the provider.

Guided tour:
A guided tour refers to the services of a guide including inherent transport services.

Other tourist services:
Other tourist services include each individual tourist services with the exception of the guided tour, and the combinations of the tourist services neither being a tour nor associated with the tourist service.

  1. Formation of the Contract
    1. The provider organizes guided tours and other tourist services (hereinafter referred to as “Services”).
    2. The Service Provision Contract (hereinafter referred to as “Contract”) is concluded:
      • for bids available from the Provider’s website effective upon completion of the online reservation process. The Provider shall confirm conclusion of the Contract by sending a note to the Customer’s contact e-mail address;
      • for tailored bids, a specific bid shall be arranged by the Provider based on the Customer’s demand to be sent to the Customer’s contact e-mail address, and the Contract is concluded at the moment of clear expression of the Customer’s willingness to consume the services quoted by the Provider.
  2. Price of the Services and payment terms and conditions
    1. The price of a service in EUR is available from the website. Final price including VAT, discounts or surcharges is displayed to the Customer in the course of the online reservation process before the Contract is concluded. In the course of the reservation process, the Customer may opt for some of the available payment methods. 
    2. Regarding the tailored bids, the Provider shall inform the Customer about final price of the services under the quotation sent to the Customer’s contact e-mail address. Unless agreed otherwise, a proforma invoice shall be sent by the Provider to the Customer upon conclusion of the Contract. The due date of the invoice is determined after agreement between th Provider and the Customer and based on the service start date. The final invoice is sent to the customer after the service has taken place.
    3.  For international wire transfer, the price of the Service shall be regarded as paid only after crediting the whole sum to the Provider’s bank account. The Customer shall configure parameters of the wire transfer not to reduce the amount being transferred during the transfer. Upon request, the Provider shall inform the Customer about the amount due denominated in currency selected by the Customer. Identical rules of payment apply to the Provider as well.
    4. Properties of the Services

    5. Unless agreed otherwise, the following rules apply to the Services:

    6. Picking up at reception or concierge.
    7. Time and place agreed must be respected. Missed pick up due to breach of the picking up conditions creates no ground for return of money.
    8. The tours end in the centre of Prague.
    9. All tours are guaranteed in the languages that are indicated on the website by each service nebo v jazyce předem dohodnuté v prípadě nabídek na míru.
    10. Cancellation terms and conditions
      1. The Customer is entitled to withdraw from the contract without the obligation to pay a cancellation fee according to the cancellation conditions specified for each offer on the Provider's website and, in the case of tailor-made offers, according to the cancellation conditions agreed in advance with the Provider. If the customer withdraws from the contract, the provider shall return all funds without undue delay, no later than fourteen days after withdrawal from the contract.
      2. In the event of later withdrawal, a penalty is charged according to the amount that is set for the services in question on our website or a penalty that has been agreed for tailor-made offers according to the date of withdrawal.
      3. Should the Customer do not withdraw from the Service but do not consume the ordered Services at time agreed, this situation shall be regarded as cancellation of the Service at the moment of planned start, and 100% of the price of the Service is charged.
    11. Change to and cancellation of provision of the Service
      1. Changes to the programme and prices of the Services due to unforeseen changes to opening hours of visited buildings or traffic jams are reserved.
      2. Should no service may be provided, in particular due to force majeure event, the Provider shall cancel provision of the Service, inform the Customer immediately thereof, and return the sum already paid in full not later than 14 days of cancellation.
      3. Similarly procedure applies in case the Customer paid for the Service before confirmation thereof by the Provider, and no Service was provided.
    12. Assignment of rights and obligations

    13. The Provider shall have right to assign rights and obligations resulting from the contractual relationship to a third party.

    14. Obligations of the Customer
      1. The Customer shall not separate from the group throughout provision of the Service and obey instructions of the guide. Separation from the group and suspension of use of the Service is not the reason for refunds.
      2. The Customer must make his/her best to avoid forgetting his/her belongings in buses, on ships, or in visited buildings. The Provider accepts no liability for these belongings.
    15. Rules for complaints
      1. Should a service be defective, the Customer must submit a complaint to the Provider without undue delay, best immediately after completion of use of the Services in the presence of the guide and Provider’s representative at the cash office.
      2. The Provider shall confirm receipt of the complaint to the Customer. The Provider shall decide the legitimacy of the complaint and claims of the Customer without undue delay, not later than 30 days, and sends their decision to the Customer’s contact e-mail address.
    16.  The personal data protection
      • The Customer is aware that the Provider shall have right for the purposes of performance of the Contract and as required by law for processing of Customer’s the personal data, in particular to the following extent: first name, family name, date of birth, passport data to the extent of the Contract (photocopy of the passport in case of provision of specific services), bank details, residential address, or other contact address, e-mail address, phone, flight number, PNR code of flight’s reservation, data about allergies, medicines, and other health ailments.
      • The Customer acknowledges that the Provider shall process his/her the personal data to the extent of first name, family name, residential address, phone number, and e-mail address in order to distribute business information. The Provider may send the business information by SMS, MMS, e-mail, mail, or phone. The Customer may object sending of the business information at any time either at the Provider’s address or sending e-mail to the following e-mail address: granda@granda.cz.
      • The provisions above shall apply appropriately to relationships with persons in favour of which the Customer entered the Contract (fellow travellers). The Customer declares by signing of the Contract that he/she has right to grant the consents on behalf of the fellow travellers based on either contractual or other representation.
      • The Customer acknowledges that he/she has the following rights as a data entity:
      • Require the Provider to grant access to the personal data related to his/her personality, its rectification or erasure, or limitation of processing of his/her personal data, submit objections against processing of the personal data, as well as the right for portability of data.
      • Require that the Provider limit processing of his/her the personal data if:
        1. the Customer negates accuracy of his/her the personal data for the term required for the controller to check accuracy of his/her the personal data;
        2. processing of his/her the personal data is illegal, but does not require erasure of the personal data but limitation of use thereof;
        3. the Provider no longer needs the personal data for the purposes of the processing, but the Customer require the data for the establishment, exercise or defence of legal claims; or
        4. the Customer submitted an objection against processing of his/her the personal data, and until and when it is verified whether the justified reasons of the Provider prevail over those of the Customer. If processing of the personal data was limited, the Customer’s data may be processed based on his/her consent only, with the exception of storing.
      • The right to submit a complaint to a supervisory body, which is the Office for The personal data Protection.
      • To get a confirmation at any time from the Provider that his/her the personal data is processed, and if so, the provider shall provide the following information upon request, and provide a copy of the personal data being processed:
        1. purposes of the processing;
        2. category of the personal data being processed;
        3. receivers or category of receivers to whom the personal data was or will be made accessible;
        4. where possible, the envisaged period for which the personal data will be stored, or, if not possible, the criteria used to determine that period;
        5. the existence of the right to request from the controller rectification or erasure of the personal data related to the Customer or restriction of processing of the personal data concerning the data subject, and to object to such processing,
        6. the right to lodge a complaint with a supervisory authority;
        7. the existence of automated decision-making, including profiling.
      • To get his/her the personal data being processed by the Provider in a structured, commonly used and machine readable format, and transmit the same to other controller of the personal data, if
        1. processing of the Customer’s the personal data is based on a consent with processing of the personal data; or
        2. the processing is carried out by automated means. If possible, the Provider shall transmit the Customer’s the personal data to another controller.
    17. Final provisions
      1. Matters not stipulated explicitly herein shall be governed by the Czech laws, in particular applicable provisions of Act No. 89/2012 Coll., as amended.
      2. Any disputes resulting from the Contract may be settled by the Customer in an extrajudicial manner through Česká obchodní inspekce, registered office Štěpánská 567/15, 120 00 Praha 2, www.coi.cz.
      3. The Customer may use an online platform for the dispute. For more information about terms and conditions for online settlement of dispute, please refer to http://ec.europa.eu/odr.
      4. Czech laws and relevant competent Czech courts are the courts of the jurisdiction.
      5. Czech version shall prevail in case of differences between language versions of these terms and conditions.

    18. The present general terms and conditions shall be valid and effective for contracts concluded after 1 September 2023.

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​​​​PRICES
Prices are shown in relation to the services(s) requested and the number of persons that will be attending the tour. When no price is displayed, please contact us and we will send you the price and all the details of the service(s) you requested, according to the number of persons

For regular tours, cultural events, night shows, concerts and river cruises the prices are by person

Hotel prices, are always by room (not by person)

INCLUDED
Each service will show what is included in the price.

NOT INCLUDED
Anything not explicitly described in the price is not included in the service

BOOKING

In every service you will find the date till when, this booking can be done, according to the service you have choosen, always considering Prague time zone

PAYMENT
Payments can be done by credit or debit cards in EUR, USD or GBP or CZK directly in our website after choosing the service you wish to book

Payments can be done also by bank transfers to our bank accounts in one of these currencies (EUR, USD, GBP or CZK)

Payments can also be done in cash on the spot in EUR or the equivalent amount in USD or GBP or CZK, previous agreement about the rate to be considered. This is valid only for services in Prague. 

In case you would need to make the payment of an amount that does not correspond exactly to the prices on our website, we send you by email a payment link (Push Payment) generated by our bank and you can do the payment this way. In this case when you click the payment link we send you, a screen asking you to fill your name and surname, phone number, email and address will be open in order you can fill the information requested. After you have filled all that information, the Pay Now button will be activated and by clicking on this button another screen will be open, where you will be able to introduce your credit or debit card information and proceed with payment. 

IMPORTANT: We accept payments by VISA or MASTER CARD, we do not work with AMEX.

WE DO NOT HAVE ACCESS AT ALL TO THE INFORMATION YOU INTRODUCE ABOUT YOUR CARD, ONLY THE BANK HAS ACCESS TO THIS INFORMATION.

After the payment is done both the customer and us receive confirmation of payment. On the basis of your payment we send you a voucher as a confirmation of booked and prepaid services.

It is necessary and important, when making a payment, to also send us an email to granda@granda.cz, including your name, email address, hotel where you are going to stay in the city you have purchased the service, name of the person who made the hotel reservation, and phone number valid during your journey, if applicable.

This information is indispensable for communicating with you in case we would need to reconfirm any detail regarding meeting point, time, etc.

Some services require advanced full payment, for other services a 20 – 25 % deposit payment is required, you will always find this information in every section, when booking. When paying and deposit in advance, the rest will be paid the day of the service. In case of any additional question, do not hesitate to contact us at granda@granda.cz.

For services that needs a previous confirmation from us, payments can be done using some of the options, we have mentioned before, unless specified or agreed in a different way.

CANCELLATIONS

Cancellations for tours booked online made more than 48 hours before the departure, full amount of the service will be refunded

Cancellations for tours booked online made less than 48 hours before departure : 100 % cancelation fee

No show : 100 % cancelation fee

For the purposes of cancellations, we consider the time zone in force in Prague

For tours inside the Czech republic, you should take with you your passport (not a copy) and when travelling to some other country, please check the visa requirements for the country or countries you are travelling to, we can not be responsible for any delay or problem related with this

The length of the tours are approximately, and can be longer because of traffic jams, we can not be responsible for delays caused by this reason. Monuments and museums can sometimes modify its opening time or close due to technical problems, strikes or others, in this case, we will do our best to offer you another option, but we can not be responsibles for these sudden changes, because fixing it is not within reach