Terms & Conditions

The provider of the service
The provider is Anna Holanová M.A., self-employed person IN 23311771, Vybíralova 933/21, 19800 Prague 9, Czech Republic, registered tourist guide with a Czech tourist guide licence no. 203280.

Contact information
Phone (WhatsApp only): +420 728 716 390
E-mail: anna@thepragueguide.cz
Website: www.thepragueguide.cz, instagram: @annathepragueguide

The services provided
The provided services are touristic guide services located in Prague, Czech Republic and around, provided in Czech or English language. The tours are of two kinds, the group tours and the private tours.

The group tours
The group tours have set date, time and route. The customer buys a ticket in advance and more customers attend the tour. The maximum number of people per one tour is 20.

The tour groups tickets
The group tour can be booked on this website. The reservation is valid after the payment.
The group tour have a set price for one ticket, listed in the tour description. The meeting time is 10 minutes before the tour starts. Once the tour starts, it may leave the meeting point without waiting for latecomers. Latecomers can contact the guide and join the group later.

Cancellation and refund of the group tours tickets
The group tour can be cancelled, if there are less then 4 tickets sold one day before the tour or due to unforseen circumstances (extreme weather, guide’s personal emergency). The ticket payment will be fully refunded in this case.
Cancellation by the customer: up to 7 days before the tour: 100% refund, up to 48 hours before the tour: 50% refund, less then 48 hours or not arriving: no refund. If the customers comes late and misses the tour, it is considered as not arriving.

The private tours
The customer buys a tour where only them and their group attend. The tour can be chosen from the list of offered tours on the website. The date and time is a matter of agreement and the tour’s route can be accommodated to customer’s needs.

Private tours prices
The private tours‘ basic prices are listed in the tour description, but it can change if some changes to the tour are made. The basic price is for a group of maximum 6 persons, any extra person gets charged extra 500 CZK/tour or 700 CZK/tour of 4 hours and over per person.
The final price of the private tour must be agreed on by both sides before confirming the reservation. Special prices for organised trips of travel agencies and schoolgroups are available.

Private tour cancellation
The private tour may be cancelled due to unforseen circumstances (extreme weather, guide’s personal emergency). Another date and time of the tour may be offered, or another guide for the tour. If the customer doesn’t accept the changes, the tour fee is fully refunded.
The customer can cancel the tour: up to 14 days before the tour: 100% refund, up to 5 days before the tour: 50% refund, up to 48 hours before the tour: 25% refund, 48h or less before the tour or not coming: no refund.

What is included in the price
The ticket is for the tourist guide service only, is doesn’t include transport tickets, entry tickets or refreshments, if not listed otherwise in the tour description.

Payment
The payment can be made with cash on the day of the tour or with card using a paygate. A link to paygate will be sent by e-mail, once all details of the tour are arranged and the price is agreed on.
Card payments are processed with Comgate paygate. The provider, company Comgate a.s., is a licenced payment company under the supervision of Czech National Bank. All payments made via paygate are fully secured and all information encrypted. For more information and contacts, see www.comgate.cz.

Complaints and refunds
The complain can be made within 24 hours after the tour for following reasons:
+The guide didn’t keep the schedule, arrived significantly late or finished earlier. This does not include the case when the group was delayed by late arrival of another customer. Later start can be made up by later finish.
+The tour route was significantly changed and did not include agreed sites.
In these cases, the tour fee may be partially refunded.
If a problem occures due to unforseen circumstances, the complain will not be accepted. This usually means closed venues, streets or transport due to emergency situations or events.

Liability
The provider is not liable for any personal belongings of the customers getting damaged, lost or stolen, and for any medical difficulties which happen during the tour. The customers are advised to have a travel insurance.

Personal data
The customer must provide their full name, contact e-mail and phone number to book the tour. No personal data will be shared with third parties.