Terms of Service

At a glance

These Terms of Service govern your use of the UpCityWalks website and the booking of walking tours through it. They form a binding agreement between you and UpCityWalks, so please read them carefully before making a booking.

• Your booking becomes a binding contract once we send written confirmation.
• Tours run rain or shine; we only cancel for weather that makes the tour unsafe.
• Cancellation and refund rules are set out in our Booking Policy.
• Tours involve walking on uneven surfaces - please make sure you're comfortable with the route before booking.
• Questions? Email hello@upcitywalks.com.

1. About these terms

These Terms of Service (“Terms”) apply to your use of the website upcitywalks.com (the “Site”) and to any walking tour or related service you book through it (the “Services”).

By using the Site or making a booking, you confirm that you have read these Terms, understood them, and agree to be bound by them. If you don’t agree, please don’t use the Site or book a tour.

These Terms work together with our Privacy Policy, Cookie Policy, and Booking Policy. Where one document deals with a topic in more detail, that document prevails for the topic it covers.

2. Definitions

The following words have specific meanings in these Terms:

• “We”, “us”, “our”, “UpCityWalks” — the company identified in Section 1.
• “You” — any person who uses the Site, books a Tour, or participates in one.
• “Tour” — a guided walking tour offered for sale on the Site.
• “Guide” — the person leading a Tour, whether employed by us or working as an independent contractor.
• “Booking” — a reservation for a Tour made through the Site.
• “Confirmation” — the email we send confirming your Booking.
• “Bókun” — the third-party reservation and payment platform we use to manage bookings.
• “Meeting Point” — the location at which a Tour starts, as specified in your Confirmation.

3. Who can book

To make a Booking, you must be at least 18 years old and have the legal capacity to enter into a binding contract. If you are booking for a group, you confirm that you have the authority to do so on behalf of every person in the group and that you accept these Terms on their behalf.

Children under 18 are welcome on Tours when accompanied by a parent or legal guardian, who remains responsible for them throughout the Tour. Please add children to your Booking using the appropriate guest category at checkout so that we can plan accordingly.

4. How a booking is made

The Tours displayed on the Site are an invitation to book, not a binding offer from us. A contract is formed only when we send you a written Confirmation (typically by email).

4.1 The booking flow

You select a Tour, a date and time, the number and category of guests, and proceed to checkout. We use Bókun as our reservation system. When you submit your details, Bókun holds the seats for a short period (around 30 minutes) so you can complete payment.

Once payment clears, we issue your Confirmation. It includes your booking reference, the Tour details, the meeting point, and the contact information for emergencies on the day. If you don’t receive a Confirmation within an hour of paying, please check your spam folder and then contact us.

4.2 Accuracy of information

You are responsible for providing accurate booking information, including names, contact details, and any age or category restrictions. We can’t be held responsible for problems arising from inaccurate information you supplied at booking.

4.3 Errors and pricing mistakes

We try hard to keep prices and Tour details accurate, but mistakes occasionally happen. If we discover an obvious pricing or content error after you have booked, we’ll let you know as soon as possible, and you can choose either to keep the booking at the corrected price or cancel it for a full refund.

5. Prices and payment

All prices on the Site are shown in the currency you selected and include VAT and any applicable Czech taxes at the rate in force at the time of booking. The total payable is displayed before you confirm payment.

5.1 Payment methods

Payment is processed through Bókun’s integrated payment gateways (including Stripe). We accept the major debit and credit cards shown at checkout. Your card statement may show the charge under our name or the name of the payment processor.

5.2 When payment is due

Full payment is required at the time of booking to confirm your Tour. We do not currently offer deposits or part-payment for individual tours; for private or group bookings, different arrangements may be agreed in writing.

5.3 Currency conversion

If your card is issued in a currency different from the one you paid in, your bank will apply its own exchange rate and may charge a foreign transaction fee. We have no control over these charges.

6. Cancellations and refunds

The full rules on cancellations, changes, and refunds — including how much notice we require and how refunds are calculated — are in our Booking Policy. We treat that document as part of these Terms.

In short: the further in advance you tell us, the more we can refund. Refunds are processed to the original payment method and typically take 5 to 10 working days to appear on your statement, depending on your bank.

If you simply don’t turn up at the Meeting Point at the start time, the Booking is treated as cancelled and is not refundable.

7. Right of withdrawal

Walking tours are services that we provide on a specific date. Under Article 16(l) of EU Directive 2011/83/EU on consumer rights, transposed into Czech law in §1837(j) of Act No. 89/2012 Coll. (Civil Code), services tied to a specific date or period are excluded from the standard 14-day right of withdrawal that normally applies to distance contracts.

In plain language: you cannot rely on the 14-day cooling-off rule to cancel a Tour booking and demand a refund. The terms we offer voluntarily are in our Booking Policy.

This exception does not affect your statutory rights if the Tour is materially different from how it was described, or if we cancel the Tour ourselves — see Sections 11 and 12.

8. Your conduct on tours

To make sure everyone has a good experience, we ask all participants to:

• arrive at the Meeting Point at least 10 minutes before the start time;
• treat the Guide, fellow participants, and members of the public with respect;
• follow the Guide's safety instructions, especially when crossing roads or in crowded areas;
• not consume alcohol or drugs before or during the Tour, except where the Tour itself includes a tasting and you choose to take part;
• respect the historic sites, religious buildings, and private property along the route;
• keep noise to a reasonable level, particularly in residential streets and places of worship.

We reserve the right to remove from a Tour, without refund, any participant whose behaviour is dangerous, illegal, harassing, or seriously disruptive to the group. The Guide’s decision on the day is final.

9. Suitability and fitness

Our Tours are walking tours. They involve continuous walking, often over cobblestones, uneven pavements, and occasional steps or slopes. The duration and distance of each Tour are shown on its product page.

You confirm that you have read the Tour description and that you (and everyone in your group) are physically able to complete the Tour comfortably. If you have a medical condition, a mobility issue, or other special requirement, please contact us before booking so that we can advise on suitability or suggest alternatives.

We strongly recommend appropriate footwear, weather-suitable clothing, and that you carry water on warm days. We are not responsible for discomfort or injury arising from inadequate preparation that we could not reasonably have foreseen.

10. Photos and video

From time to time, our Guides or our team may take photos or short videos during a Tour for use in our marketing materials and on social media. If you do not want to be included, please let your Guide know at the start of the Tour and we will exclude you from any images.

You are welcome to take your own photos and videos for personal use. Please be considerate of other participants, members of the public, and any signs prohibiting photography inside specific buildings.

11. Changes by us & force majeure

We try hard to run every Tour as described, but sometimes we need to make changes. We may:

• change a Guide if the originally scheduled one is unavailable;
• alter the route to avoid closed streets, public events, construction, or safety issues;
• change the Meeting Point with reasonable notice if the original is inaccessible;
• cancel a Tour if we cannot run it safely (for example, in severe weather, civil disturbance, or for safety or health reasons).

11.1 If we cancel

If we cancel a Tour before it has started, you will be offered the choice of rescheduling to another date free of charge, or a full refund of the amount you paid. We’ll process the refund within 14 days of telling you about the cancellation, as required by EU consumer law.

11.2 Force majeure

Neither we nor you are responsible for failing to perform under this contract when prevented by events outside reasonable control — for example, severe weather, natural disasters, fire, flood, strikes, civil disturbance, acts of terrorism, public-health emergencies, or government orders. Where this happens, we will offer a reschedule or refund under Section 11.1.

12. Our liability

We are responsible for delivering the Tour described to you. If we breach these Terms or are negligent, we are liable for the loss or damage that is a foreseeable result of that breach.

12.1 What we don’t exclude

Nothing in these Terms limits or excludes our liability for:

• death or personal injury caused by our negligence;
• fraud or fraudulent misrepresentation;
• any other liability that cannot be limited or excluded under Czech or EU law.

These rights are protected by law and cannot be removed by contract.

12.2 What we do limit

To the maximum extent permitted by law, we are not liable for:

• loss, damage, or theft of personal belongings during a Tour - please keep valuables secure;
• indirect or consequential loss, including loss of enjoyment, loss of profit, or missed onward travel;
• the acts of third parties whose services we don't control (museums, transport providers, restaurants, the venues we visit);
• events outside our reasonable control (see Section 11.2).

Where our liability is not excluded by law, our total liability to you for any one Booking is limited to the amount you paid for that Booking.

12.3 Personal insurance

We strongly recommend that you have valid travel and health insurance covering you for the dates of your Tour. Our liability cover is not a substitute for personal insurance.

13. Third-party services

Parts of the Site and our Service rely on third parties:

• Bókun ehf. — reservations and payment processing.
• Stripe Inc. — one of the payment gateways used by Bókun.
• Vercel Inc. — website hosting.
• Supabase Inc. — database and authentication.
• DeepL SE — automated translation of parts of the Site.

When you book a Tour, you also enter into a relationship with the relevant payment processor for the purpose of completing the transaction. Their own terms govern the payment itself. We’re not responsible for outages, errors, or other issues that arise within third-party services we don’t control — though we will make reasonable efforts to help you resolve any related problem.

The Site may link to other websites operated by third parties. Those sites have their own terms and privacy policies, which we don’t control and aren’t responsible for.

14. Intellectual property

The Site, including its text, photographs, illustrations, code, design, and brand assets, is owned by UpCityWalks or licensed to us. You may view and share content from the Site for personal, non-commercial purposes — including linking to it on social media — but you may not copy, reproduce, distribute, or create derivative works for commercial use without our written permission.

The UpCityWalks name and logo are our trademarks. You may not use them in a way that could cause confusion about affiliation or sponsorship.

14.1 Reviews and other content you share

If you submit a review, photo, comment, or other content to us — whether through the Site, by email, or via social media using our handles or hashtags — you grant us a non-exclusive, royalty-free, worldwide licence to use, reproduce, and display that content for the purpose of operating and promoting our Service. You confirm that you own the content or have permission to share it, and that it does not infringe anyone else’s rights.

You can ask us to remove any content you submitted by emailing us at the address in Section 17.

15. Governing law and disputes

These Terms and any dispute arising from them or from your use of the Site are governed by the law of the Czech Republic. The Czech courts have non-exclusive jurisdiction, which means we can also bring proceedings in another country if that’s appropriate.

If you live in another EU member state, the protections of your national consumer law remain available to you — these Terms do not deprive you of them.

15.1 If you have a complaint

We’d much rather hear from you and try to resolve any issue directly. Please email us at hello@upcitywalks.com and we’ll come back to you as soon as we can, and in any case within 14 days.

15.2 Alternative dispute resolution

If we can’t resolve a dispute together, you are entitled to refer it to the Czech alternative dispute resolution body for consumer matters:

Note: the EU online dispute resolution platform (ec.europa.eu/consumers/odr) was discontinued on 20 July 2025. For cross-border disputes within the EU, you may also contact the European Consumer Centre in your country.

16. Changes to these terms

We may update these Terms from time to time — for example, when we add new features or services, change a third-party provider, or when the law changes.

For Bookings already confirmed, the version of the Terms in force at the time of your Booking continues to apply unless a change is needed for legal compliance or for your safety. For new Bookings, the version on the Site at the time of booking applies.

The “Last updated” date at the top of this page shows when these Terms were last revised. We may also notify significant changes by email or via a notice on the Site.

17. Contact us

If you have any questions about these Terms or any part of our Service, please get in touch:

We aim to respond to all enquiries within two working days.

These Terms of Service are provided in English. If a translation is offered in another language and there is any inconsistency, the English version prevails.