Refunds and Cancellations
Last edited: 31st of December 2021
FREE CANCELLATION POLICY
All cancellation requests must be advised at last 24 hours before the commencement of the tour.
While we guarantee full refund of our tours cost (excluding transaction fees), some of tours might include non-refundable ticket fee for the entrance of certain tour attractions. These non-refundable tickets will not be refunded since the tour attractions do not refund
Below, the short list of attractions that will not be refunded in case of a requested tour cancelation:
Sagrada Familia tour
Park Güell tour
Passeig de Gràcia tour (Pedrera)
You can refer to the official websites of all of the above attractions to verify the entrance cost.
Refunds will be processed to the original form of payment and may take up to 15-30 days to show on client’s credit card statement.
The refunding of an eventual tour cancellation will not take into consideration the financial fees applied by payment transaction entities.
Tour amendments can be requested up to 24 hrs prior to the tour. However they might be subject to a fee when tickets have already been purchased and are non-refundable.
We will do everything that is possible to adjust to your needs and the possibility for amendments will be considered and analyzed case by case.
NO-SHOW & LATE ARRIVALS
All customers are required to arrive at the meeting point 15 minutes prior to starting time of the tour. In case the customers are not on time at the designated meeting point at the agreed upon time are considered No-Shows.
Although we will do our best to follow and adapt any last-minute inconvenience, there is no waiting policy applicable. All No-Shows will be considered late-cancellations. We will attempt to call or text to provide assistance but cannot guarantee the tour guide or driver will wait on semi-private tours with sensitive timed entry.
There is not refundable policy applicable and is the client’s responsibility to alert BarcelonaInsights in the event of late arrival.
We suggest to always bring the phone and get in contact with us 24h before the tour to advise if there is any incident that can affect your tour.
BarcelonaInsights is not responsible for any transportation problem, public transport strike or delay.
BarcelonaInsights tours will take place under rain or shine weather conditions. Minor variations of the itinerary may occur to accommodate safety and security of our clients.
Weather conditions do not entitle any customer to any sort of refund or compensation. Only if there is a non-possible access for tour attractions for safety conditions a refund option will be considered and a rescheduling option will be offered to the client.
In any case, Barcelona has an average of 300 sunny days per year and the occasions of extremely heavy rain or snow are particularly unusual.
ATTRACTION CLOSURE OR STRIKE
In the event of an unexpected closure of a site or attraction BarcelonaInsights will provide alternative itinerary with 1 week of anticipation to readapt the tour itinerary.
In case of strike or unexpected closure not anticipated by BarcelonaInsights, the refund policy will apply taking into considerations the terms previously mentioned.
Some attractions, like Sagrada Familia, might have elements of the visit that could be temporary closed (access to the towers). The lack of access to these parts of the attractions will not entitle the customer to any sort of refund.
In order to ensure the effective processing of any cancellation request, we please ask you to alert BarcelonaInsights via email - email@example.com.
FREQUENTLY ASKED QUESTIONS
Q. How do we get in contact with the tour guide the day of the tour?
A. We will provide you with the instructions for the tour meeting place and the tour guide phone number to ensure a fluent communication.
Q. If I have booked for a group of people, is there a problem if a member of the group is replaced by another person?
A. No. Since the tickets to enter the attractions are not nominal, there is no problem to exchange who is using that ticket for the entrance. The only element to take into consideration is the age of the member because for some attractions the tickets have different prices for adults and children.
Q. Will all the tours start from the same Meeting point in Barcelona?
A. No. Every tour start from a different location. The tour instructions and the meeting point will be communicated by email few days in advanced. Private tours include pick-up and drop-off from the hotel or accommodation (or from an agreed place based on customers request).
Q. What time should I arrive to the Meeting point?
A. It is recommended to arrive 15 min prior the Meeting time. The time to enter the attractions is not always precise so it is recommended to be ready 15 min before the tour starts.
Q. How will I know how our tour guide looks like?
A. In the tour instructions we will explain how we can meet. In any case there will always be a phone number to reach us. In case of private tours, we will meet and pick you up at your hotel.
Q. When is my booking confirmed?
A. The tour is confirmed after the payment is processed and confirmed. However, for those tours that imply a visit to a specific attraction that requires tickets purchase, the final attraction booking confirmation will happen when the tickets are finally purchased (some ticket-attraction are just available one month prior the visit date).
Q. Can a private booking be changed or amended for a different experience if we have already paid?
A. Private tours can be amended at any time, taking into consideration that, if the tickets to access the attractions have already been bought, there is no possibility to get a refund for that specific ticket.
Q. Do I need to reconfirm the booking before travelling?
A. Reconfirmation is not requested, but it is recommended to check, by email, if there is any update to be taken into consideration before the tour.
Q. What should I bring with me for the tour?
A. There are no specific elements to bring. Just comfortable clothes and footwear and some water or beverages.
Q. Is food permitted inside the attractions?
A. It depends on the tour. There are open areas where people can eat snacks, like in the Park Güell, which is mostly outdoors. In other places, like for example inside the “Sagrada Familia” it is forbidden. If you let us know your timing requirements for lunch or if you want to do a break to get some snacks, please let us know and we will organize accordingly.