Once TourChester (“the Operator”) confirms your booking a contract is made between the Operator and you upon the terms and conditions set out below. Your statutory rights are not affected. In a booking with more than one guest the ‘Lead Guest’ will be deemed to have accepted the terms and conditions on behalf of all guests within the booking. The Lead Guest is the guest who makes the booking on behalf of all guests in a multi-guest booking and is named in the ‘Lead Guest’ field within the booking. Within these Booking Conditions, “you” and “your” means all persons named on the booking (including anyone who is added at a later date).
Gift Vouchers
Gift voucher sales are final and non-refundable. Gift vouchers cannot be used to pay for services or attractions operated by third parties.
Cancellation and Refunds
All our scheduled tours are non-refundable, unless you purchase Trip Protection.
With our Trip Cancellation Protection, your tour can be converted into a gift card, rescheduled, or refunded up to 1 hour prior to the tour departure. All funds, minus the 10% protection fee and processing fees, if any, are transferable or refundable.
You have the right to transfer your booking or gift card to another person.
Tour Cancellations by the Operator
We reserve the right to cancel tours where necessary. In such cases you will be promptly informed and offered:
Transfer to a substitute tour; or
An alternative tour which if a lower value will include an adjustment refund; or
A total refund of all prepaid monies.
This clause is subject to the Force Majeure provision below.
Force Majeure
The Operator does not accept any liability for any loss, inconvenience or damage caused by war, threat of war, riot or civil strife, terrorist activity, industrial disputes, natural disaster, fires, sickness, weather conditions, airport regulations, government guidance against travel, temporary, technical, mechanical or electrical breakdown of transport or any facilities contained within advertised accommodation, explosion of any nuclear plant or part thereof or radioactivity/contamination arising from such plant or other events beyond the reasonable control of the Operator.
Accommodation and Meals
Accommodation and/or meals are not included in any of our tours. We shall not be liable for any issue arising out of any recommendation or advice given by the Operator to a guest or lead guest in respect of sources for accommodation or meals at any time
Mobility or Medical Requirements
To provide the best possible experience for all guests, we ask that you make us aware of any mobility or medical requirements for your booking at the earliest opportunity.
Child Policy
We do not accept children under the age of 3 on any of our scheduled tours. We do accept children of 3 years old and above on all tours except The Original Rochester Spooky Tour, providing valid proof of age, such as a passport or birth certificate and all require a child ticket for ages 3-17 inclusive where available. Only children over the age of 16 are permitted on The Original Rochester Spooky Tour due tour content. All 16- and 17-year-olds MUST be accompanied by an adult on that tour.
Dog Policy
We only accept service dogs with prior notice and certification.
Guest Conduct
We expect all guests to treat our employees, fellow guests, our third-party partners or service providers and the general public with respect and dignity. Any form of harassment, discrimination, offensive or disruptive behaviour will not be tolerated. We ask that phones are kept on silent and phone calls are kept to a minimum, for emergencies only. Guests must comply with all instructions provided by the guide for safety and the smooth operation of the tour. The company reserves the right to remove any guest who engages in unacceptable behaviour or action. In these circumstances the guest or their companion(s) will have no right to a refund. We expect all guests to respect our property and reserve the right to charge a cleaning or damage fee of up to £250.00.
Itinerary Changes
We reserve the right to change the tour itinerary at any time due to weather and other events outside our control.
Additional Extras
Unless stated otherwise, additional attractions and activities are not included in the tour price.
Alcohol consumption, Smoking and Vaping
Smoking or vaping is not permitted on any of our tours.
Insurance
All guests are required to carry their own suitable travel, medical, and cancellation insurance. Trip Protection provided by the Operator is limited to cancellation refunds only.
Gratuity
Guide tips or gratuities are not included in the tour price but if deserved, are greatly appreciated.
Minimum Guest Numbers
Please note that we operate with a minimum number of 8 guests. In the event that this minimum threshold is not met, we reserve the right to cancel the tour and/or offer an alternative. In the event of cancellation where no alternative tour can be agreed you will be fully refunded.
Split Bookings
If you are traveling as a group, but have booked separately from each other, we require you to make us aware either by phone or email the name of all guests traveling together in the group, so we do not leave the meeting point until all members of your group have been accounted for. This may not delay the start of the tour, late arriving members of your group will join at the earliest point.
Timekeeping
It is the responsibility of the guest(s)to ensure that they are at the meeting point in good time and that they adhere to those times given on the booking confirmation and by its representatives. Tours will not be held for guests who are late. In such cases full cancellation charges will apply and the Operator shall have no further liability to that guest. During the tour, we ask you adhere to timings provided by our team to ensure smooth running of the tour. We ask you get in touch as soon as possible with a member of our team to make us aware of any delays.
Tour Duration
Tour durations are given as an approximate and may be affected a number situations outside our control. We do not advise booking onward travel, dining reservations etc close to a tour’s finish time. We do not take responsibility for your onward travel if your tour is delayed or overruns.
Alterations by the Operator
Whilst the Operator shall use its reasonable endeavours to provide the tour as planned, we reserve the right to alter itineraries in any way, and for whatever reason.
Data Protection
In order to process your booking and to ensure that your travel arrangements run smoothly, we will need to use the personal information which you provide to us (such as your name, contact details, any special requirements etc). We may also use the information provided to keep in touch with you to obtain feedback and to advise you of the Operator’s products and services (including special offers) from time to time. In addition, we may be required to pass this information on to third parties (such as accommodation providers or other suppliers relevant to your booking). We will not, however, pass your information on to anyone who is not involved in providing (or arranging the provision of) any product or service related to your booking. By accepting these terms and conditions you agree to our sharing of your personal data in this way.
For more information, please refer to our Privacy Policy.
Private Tour Terms and Conditions
Once TourChester, (“the Operator”) confirms your booking a contract is made between the Operator and you upon the terms and conditions set out below. Your statutory rights are not affected. In a booking with more than one guest the ‘Lead Guest’ will be deemed to have accepted the terms and conditions on behalf of all guests within the booking. The Lead Guest is the guest who makes the booking on behalf of all guests in a multi-guest booking and is named in the ‘Lead Guest’ field within the booking. Within these Booking Conditions, “you” and “your” means all persons named on the booking (including anyone who is added at a later date).
Cancellation and Refunds for Private Tours
The 20% deposit is forfeited on any cancellation, which must be notified to the company in writing by e-mail.
Where the balance owing on a tour is not paid prior to the six-week deadline then the company reserves the right to cancel the tour and forfeit the deposit.
Where notification of cancellation has been received less than six weeks prior to the commencement of a tour the following schedule of refunds will apply:
41-28 days before start – 75% of balance
27-14 days before start – 50% of balance
13-0 days before start – NIL
Minus any non-refundable third-party charges.
Tour Cancellations by the Company
We reserve the right to cancel trips under exceptional circumstances such as those out with our control. In such cases clients will be promptly informed and offered:
Transfer to a substitute trip or tour or
An alternative trip or tour which if a lower value will include an adjustment refund; or
A total refund of all prepaid monies.
This clause is subject to the Force Majeure provision below.
Force Majeure
The Operator does not accept any liability for any loss, inconvenience or damage caused by war, threat of war, riot or civil strife, terrorist activity, industrial disputes, natural disaster, fires, sickness, weather conditions, airport regulations, government guidance against travel, temporary, technical, mechanical or electrical breakdown of transport or any facilities contained within advertised accommodation, explosion of any nuclear plant or part thereof or radioactivity/contamination arising from such plant or other events beyond the reasonable control of the Operator.
Gift Vouchers
Gift voucher sales are final and non-refundable. Gift cards can be used towards all or any tour costs.
Mobility or Medical Requirements
To provide the best possible experience for all guests, we ask that you make us aware of any mobility or medical requirements for your booking at the earliest opportunity.
Child Policy
We do not accept children under the age of 3 on any of our scheduled tours. We do accept children of 3 years old and above on all tours except The Original Rochester Spooky Tour, providing valid proof of age, such as a passport or birth certificate and all require a child ticket for ages 3-17 inclusive where available. Only children over the age of 16 are permitted on The Original Rochester Spooky Tour due tour content. All 16- and 17-year-olds MUST be accompanied by an adult on that tour.
Dog Policy
We only accept service dogs with prior notice and certification.
Guest Conduct
We expect all guests to treat our employees, fellow travellers, our third-party partners or service providers and the general public with respect and dignity. Any form of harassment, discrimination, offensive or disruptive behaviour will not be tolerated. We ask that phones are kept on silent and phone calls are kept to a minimum, for emergencies only. Guests must comply with all instructions provided by the driver-guide for safety and the smooth operation of the tour. The company reserves the right to remove any guest who engages in unacceptable behaviour or action. In these circumstances the guest or their companion(s) will have no right to a refund. We expect all guests to respect our property and reserve the right to charge a cleaning or damage fee of up to £250.00.
Itinerary Changes
We reserve the right to change the tour itinerary at any time due to weather and other events outside our control.
Alcohol consumption, Smoking and Vaping
Alcohol consumption, Smoking or vaping is not permitted in any of our vehicles or any accommodation.
Insurance
All guests are required to carry their own suitable travel, medical, and cancellation insurance.
Gratuity
Guide tips are not included in the tour price but if deserved, are greatly appreciated.
Timekeeping
It is the responsibility of the guest(s)to ensure that they are at the meeting point in good time and that they adhere to those times given on the booking confirmation and by its representatives. Tours will not be held for guests who are late. In such cases full cancellation charges will apply and the Operator shall have no further liability to that guest. During the tour, we ask you adhere to timings provided by our team to ensure smooth running of the tour. We ask you get in touch as soon as possible with a member of our team to make us aware of any delays.
Tour Duration
Tour durations are given as an approximate and may be affected a number situations outside our control. We do not advise booking onward travel, dining reservations etc close to a tour’s finish time. We do not take responsibility for your onward travel if your tour is delayed or overruns.
Alterations by the Operator
Whilst the Operator shall use its reasonable endeavours to provide the tour as planned, we reserve the right to alter itineraries in any way, and for whatever reason.
Data Protection
In order to process your booking and to ensure that your travel arrangements run smoothly, we will need to use the personal information which you provide to us (such as your name, contact details, any special requirements etc). We may also use the information provided to keep in touch with you to obtain feedback and to advise you of the Company’s products and services (including special offers) from time to time. In addition, we may be required to pass this information on to third parties (such as accommodation providers or other suppliers relevant to your booking). We will not, however, pass your information on to anyone who is not involved in providing (or arranging the provision of) any product or service related to your booking.
For more information please refer to our Privacy Policy
