Cancellation Policy

1. Exception to the right of withdrawal (EU consumer law)

In accordance with the European consumer rights directives (and the national legislation that follows from them), there is no statutory right of withdrawal (14-day cooling-off period) for leisure services for which a specific date or period of performance has been set. Once the booking is completed, it is final and the cancellation conditions below apply.

2. Cancellation of paid tours

• Cancellation up to 24 hours before the start: if you cancel at least 24 hours before the officially scheduled start time of the tour, the customer is entitled to a refund of the tour price.
• Transaction costs: I Love Walking reserves the right, in the case of a cancellation by the customer, to deduct any non-refundable transaction and processing costs (such as those paid to the payment provider) from the refund amount.
• Cancellation within 24 hours / no-show: if you cancel within 24 hours before the start time, or if the customer does not show up at the agreed meeting point, any right to a refund lapses.

3. Free walking tours

• Bookings for our free walking tours can be cancelled, or rebooked to another date or time, at any time and free of charge via the cancellation link in the confirmation e-mail (or via the app).

4. Exclusion from future bookings after no-shows

• To ensure a fair distribution of capacity for all our visitors and to protect our guides’ time, I Love Walking records absences that were not cancelled (no-shows).
• I Love Walking expressly reserves the right to refuse customers who do not show up for a reserved tour (free or paid) without prior cancellation, or to exclude them from making future bookings via our website or app. Incoming reservations from the accounts, e-mail addresses or details concerned may in that case be cancelled automatically.

5. Late arrivals

Tours depart punctually at the stated time. If a customer arrives late at the meeting point and the tour has already started, this is regarded as a no-show and the provisions of sections 2 and 4 apply.

6. Cancellation by the organiser (force majeure / extreme circumstances)

If the organiser cancels (for example because of extreme weather that endangers safety, or force majeure), the customer of a paid tour can choose between rebooking free of charge to another available time or a full (100%) refund of the gross amount paid (without deduction of transaction costs).