Terms and Conditions
Last updated: 25 August 2026
These Terms and Conditions apply to bookings made with Danielle Cohen trading as Guided London Tours for private guided tours, Experience Days and other services offered through this website or agreed directly with me.
Please read them before making a booking. By confirming a booking, you agree to these Terms and Conditions.
1. Bookings and quotations
Private tours and bespoke experiences are normally priced individually according to the service requested, group size, duration, activities and any third-party costs involved.
Your quotation will set out the price, what is included and any payment schedule that applies.
A booking is confirmed when:
you have accepted the quotation or booking arrangements;
any deposit or payment requested has been received; and
I have confirmed the booking to you.
For scheduled Experience Days, your place is confirmed once the required payment has been received and you have received confirmation of your booking.
The person making a booking on behalf of a group is responsible for ensuring that the other members of the group are aware of any relevant booking information and these Terms and Conditions.
2. Prices and payment
All prices are in Pounds Sterling (GBP) unless otherwise stated.
Payment may be made by the methods offered at the time of booking, which may include UK bank transfer and secure online payment through Square.
Where a Square payment link allows you to enter the payment amount yourself, you are responsible for entering the amount stated in your quotation or payment request. A booking will not be treated as fully paid until the correct amount has been received.
I do not add a separate surcharge for payment by personal debit or credit card.
Unless otherwise stated in your quotation or booking confirmation, full payment is due in advance of the tour or Experience Day.
Any bank, currency-conversion or overseas transaction charges imposed by your own bank or card provider are your responsibility.
3. Your right to cancel
Tours and Experience Days are leisure activities provided on a specific date or during a specific period.
Because of this, the statutory 14-day cooling-off right that applies to many online purchases will generally not apply once a booking has been made for a particular date.
Your contractual cancellation rights are therefore set out below.
4. Cancellation of a private tour by you
If you need to cancel a private tour, please tell me in writing as soon as possible.
The following cancellation terms will normally apply:
More than 14 days before the tour
You will normally receive a full refund, less any third-party costs that I have already paid or committed to and cannot reasonably recover.
8–14 days before the tour
A cancellation charge of up to 50% of my guiding and organising fee may apply, together with any unrecoverable third-party costs.
4–7 days before the tour
A cancellation charge of up to 75% of my guiding and organising fee may apply, together with any unrecoverable third-party costs.
Less than 4 days before the tour, or non-attendance
A cancellation charge of up to 100% of the booking price may apply.
These are maximum cancellation charges. I will take reasonable steps to reduce my loss, including seeking refunds from suppliers or, where realistically possible, replacing the booking. I will not retain more than my reasonable net loss arising from the cancellation.
Any refund due will take account of amounts I am able to recover.
5. Cancellation of an Experience Day by you
Experience Days may involve advance commitments to venues, restaurants, workshop providers, transport providers or other collaborators. For that reason, a longer cancellation period applies.
If you cancel:
More than 28 days before the Experience Day
You will normally receive a full refund, less any third-party costs that I have already paid or committed to and cannot reasonably recover.
15–28 days before the Experience Day
A cancellation charge of up to 25% of the booking price, together with any unrecoverable third-party costs, may apply.
8–14 days before the Experience Day
A cancellation charge of up to 50% of the booking price, together with any unrecoverable third-party costs, may apply.
7 days or less before the Experience Day, or non-attendance
A cancellation charge of up to 100% of the booking price may apply.
The total amount retained will not exceed the amount you paid or my reasonable net loss resulting from your cancellation.
Where I am able to resell your place or recover costs from suppliers, I will take this into account when calculating any refund.
6. Transferring an Experience Day place
If you cannot attend an Experience Day, you may normally transfer your place to another person at no additional charge.
Please tell me as soon as possible and provide the replacement guest's name and any information reasonably required for the booking.
A transfer may not be possible where a third-party supplier has issued a non-transferable ticket or booking in the original guest's name. I will tell you if this applies.
7. Changes or cancellation by me
London is an unpredictable city, and routes, venues, transport arrangements and opening times can sometimes change.
I may make reasonable changes to an itinerary, route, venue, timing, restaurant, workshop or activity where this is necessary because of circumstances such as:
venue closures;
transport disruption;
security restrictions;
weather conditions;
public events;
changes imposed by third-party suppliers; or
other circumstances outside my reasonable control.
Where possible, I will provide a suitable alternative of a similar nature and standard.
If a significant part of the service cannot be provided and no reasonable alternative is available, I will discuss the available options with you.
If I cancel your entire tour or Experience Day and cannot provide a suitable alternative that you agree to accept, I will refund the amount you have paid to me for the cancelled service.
I am not responsible for separate travel, accommodation or other arrangements you have made independently, except where the law provides otherwise. You are therefore encouraged to have appropriate travel insurance.
8. Minimum numbers for Experience Days
Some Experience Days may require a minimum number of guests in order to operate.
Where a minimum number applies, this will be made clear in the booking information where reasonably possible.
If I have to cancel an Experience Day because the minimum number has not been reached, I will tell you as soon as reasonably possible and offer either:
a transfer to an alternative available date, if suitable; or
a full refund of the amount you have paid to me.
9. Weather
Walking tours and outdoor elements of Experience Days normally operate in typical London weather, including light rain.
Please dress appropriately for the forecast and wear suitable footwear.
Bad weather does not automatically entitle a guest to cancel without the normal cancellation terms applying.
However, if I consider conditions unsafe or impractical and decide that the tour or outdoor element cannot reasonably proceed, I will contact you and discuss an alternative arrangement, rescheduling or refund as appropriate.
10. Late arrival
Please arrive at the agreed meeting point at the agreed time.
For private tours, if you or members of your group arrive late, I will make reasonable efforts to accommodate you, but the tour may still need to finish at the originally agreed time.
For Experience Days, the group may need to leave the meeting point promptly in order to meet timed reservations, tickets or other arrangements.
I cannot guarantee that a guest arriving late will be able to participate in every part of the day, and missed elements caused by late arrival will not normally be refundable.
11. Accessibility, mobility and other requirements
Please tell me before booking, or as early as possible afterwards, about any accessibility or mobility requirements that may affect your participation.
I will make reasonable efforts to provide accurate information about walking distances, steps, seating, access and other practical arrangements, and to make reasonable adjustments where possible.
London streets, historic buildings and third-party venues vary considerably in accessibility, so please raise any concerns before booking.
12. Food allergies and dietary requirements
Where food or drink is included, please tell me about any dietary requirements or allergies as early as possible.
I will pass relevant information to the restaurant, caterer or other provider, but food preparation is carried out by those third-party suppliers and I cannot personally guarantee an allergen-free environment.
Guests with serious allergies should discuss their requirements with me before booking so that we can establish whether the proposed arrangements are suitable.
13. Third-party venues and suppliers
Some tours and Experience Days include services provided by third parties, such as:
museums and visitor attractions;
restaurants and caterers;
workshop leaders and creative practitioners;
transport providers; or
ticketing and event venues.
These suppliers may have their own rules, cancellation policies, access arrangements and terms of entry.
Certain tickets, reservations or supplier charges may be non-refundable or non-transferable once booked. Where this affects your cancellation rights, I will take those genuine unrecoverable costs into account as described in the cancellation sections above.
14. Conduct and safety
Guests are expected to behave respectfully towards other guests, members of the public, guides, venue staff and suppliers.
You must follow reasonable safety instructions and any rules imposed by venues or transport providers.
I reserve the right to ask a guest to leave a tour or Experience Day where their behaviour presents a genuine safety risk, is seriously disruptive, abusive or unlawful. Any refund in those circumstances will depend on the particular circumstances and applicable law.
Children and young people under 18 remain the responsibility of their accompanying parent, guardian or responsible adult unless expressly agreed otherwise in writing.
15. Insurance and personal belongings
I maintain professional public liability insurance appropriate to my guiding activities.
You are nevertheless strongly encouraged to have appropriate travel insurance, particularly if you are travelling to London specifically for a tour or Experience Day.
You remain responsible for your own personal possessions during the tour or Experience Day.
Nothing in these Terms limits responsibility where loss or damage has been caused by negligence or where liability cannot legally be excluded.
16. My responsibility to you
I will provide my services with reasonable care and skill and in accordance with the arrangements agreed with you.
Nothing in these Terms excludes or restricts:
your statutory consumer rights;
liability for death or personal injury caused by negligence;
liability for fraud or fraudulent misrepresentation; or
any other liability that cannot legally be excluded or restricted.
I will not normally be responsible for losses that were not reasonably foreseeable when the contract was made or that were not caused by a breach on my part.
17. Complaints
I want you to enjoy your experience and would like the opportunity to resolve any problem promptly.
If something is wrong during your tour or Experience Day, please tell me as soon as reasonably possible so that I have an opportunity to address it.
If you wish to make a complaint afterwards, please contact me using the details below and provide enough information for me to understand and investigate the issue.
18. Privacy
Personal information is handled in accordance with my Privacy Policy, available on this website.
Making a booking or enquiry does not automatically add you to my marketing mailing list.
19. Changes to these Terms and Conditions
I may update these Terms and Conditions from time to time, for example if my services, suppliers, payment methods or legal requirements change.
The version applying to your booking will normally be the version in force when the booking is confirmed, unless a change is required by law or is expressly agreed with you.
20. Governing law
These Terms and Conditions are governed by the laws of England and Wales.
Nothing in these Terms removes any mandatory consumer rights that may apply to you.
21. Contact
If you have any questions about these Terms and Conditions or a booking, please contact:
Danielle Cohen
Guided London Tours
guidedlondontours@gmail.com
+44 (0) 7775 871276