Last updated: 3 December 2025
The purchase of any tour or travel service offered by I Heart London Tours (owned by Iheartlondontours Ltd, “the Company”, “we”, “our”, “us”) is subject to the terms and conditions set out below (“General Terms and Conditions”).
By booking a tour with us, you (“You”, “Your”) agree to these Terms and Conditions.
Our website is: https://iheartlondontours.co.uk
You are advised to review these Terms regularly, as the latest version will always apply.
1.1.1. To place a booking with the Company for a tour (the “Tour”), you must complete our booking form or booking process on our website or via a third-party platform. Once submitted, your booking constitutes acceptance of these Terms and Conditions and forms a binding Tour Contract between you and the Company.
1.1.2. After booking, you will receive a Trip Confirmation which may include:
key tour details (date, time, meeting point, inclusions),
a link to these Terms and Conditions,
and an invoice or booking receipt.
1.1.3. In case of any conflict between the Trip Confirmation and these Terms, these Terms and Conditions shall prevail, unless expressly stated otherwise in writing.
1.2.1. If you book for more than one person, you confirm that you are authorised to act on behalf of all travellers in your group.
1.2.2. You must ensure that all travellers have read, understood, and agreed to these Terms. You are responsible for their compliance with the Tour Contract.
2.1.1. The Tour Price is as stated at the time of booking and/or in your Trip Confirmation. It includes the services listed (e.g. guiding, transport if applicable), and all applicable taxes, unless otherwise specified.
2.1.2. Unless explicitly stated, entrance tickets to attractions, meals, refreshments, and personal expenses are not included.
2.1.3. Full payment is typically required at the time of booking unless otherwise stated on the booking page or Trip Confirmation.
2.1.4. Payments may be made via the methods shown during the booking process (e.g. card, online payment processor). Additional fees charged by your bank or provider are your responsibility.
2.1.5. The Company reserves the right to correct any pricing errors or miscalculations. If a correction is required and you do not accept the revised price, the Company may cancel the booking and refund any amount paid.
3.1. The Company agrees to provide the services specified in your Trip Confirmation and on the relevant tour page (e.g. walking tour, private driving tour, Christmas tour, nightlife tour).
3.2. All services are provided subject to applicable local laws and regulations in the United Kingdom and any other destinations included in the itinerary.
4.1. The Company will not be liable for any failure to perform, or delay in performing, any obligation under the Tour Contract if such failure or delay is caused by a Force Majeure Event. This includes, but is not limited to:
acts of God, extreme weather, fire, flood, war, terrorism, strikes, epidemics/pandemics, government restrictions, transport disruption, or the failure of third-party suppliers (e.g. attraction closures, venue issues).
4.2. In the event of a Force Majeure Event, we may modify the itinerary, substitute elements of the tour, reschedule, or, if absolutely necessary, cancel the Tour.
4.3. Where reasonably possible, we will offer an alternative date or credit. If that is not possible, any refunds (if applicable) will be at the Company’s discretion, taking into account non-recoverable costs.
4.4. The Company also reserves the right to make minor operational changes to itineraries (e.g. route adjustments, timing refinements, re-ordering stops) where required for safety, logistics, or service quality.
5.1. Any requests to change your booking (e.g. date, time, tour type, number of guests) must be made in writing or via the booking system.
5.2. Changes are subject to availability and may incur additional charges or fare differences. We are not obliged to accommodate changes made at short notice.
5.3. Date/time changes requested within 72 hours of the tour start are treated as cancellations (see Section 6).
This section reflects your client’s new policy:
“ADD 72 HRS FULL REFUND POLICY, HALF BEFORE 72hrs & FULL 14 DAYS” (interpreted into a clear, standard structure).
6.1. You may cancel your Tour by notifying us in writing (e.g. email). The effective date of cancellation is the date on which we receive your notice.
6.2. Unless stated otherwise on a specific tour page or at checkout, the following standard cancellation policy applies to all tours booked directly with I Heart London Tours:
14 days or more before the tour start:
➜ Full refund (100%)
Between 14 days and 72 hours before the tour start:
➜ 50% refund
Less than 72 hours before the tour start, or no-show:
➜ No refund (100% cancellation fee)
6.3. For bookings made via third-party platforms (e.g. Viator, GetYourGuide, Airbnb Experiences), their cancellation terms may apply instead. In such cases, you must manage cancellations directly through that platform.
6.4. No refunds will be given for any part of the Tour that you do not use once the Tour has started (e.g. late arrival, leaving early, missed segments).
6.5. Any refund due will be processed to the original payment method within a reasonable period (typically within 14 days).
7.1. You are responsible for ensuring that you and all members of your party are physically and medically fit to participate in the chosen tour (e.g. walking distances, stairs, outdoor conditions).
7.2. You acknowledge that participation in city walking tours, nightlife tours, and driving tours may involve normal travel risks (e.g. uneven pavements, weather, traffic, crowds).
7.3. You agree to follow all reasonable instructions from your guide for your own safety and that of others.
7.4. The Company reserves the right to refuse participation, or to remove any participant from a Tour, if their behaviour is unsafe, disruptive, offensive, or likely to cause damage or distress. No refund will be due in such cases.
8.1. The Company will use reasonable skill and care in providing the Tour. However, we are not liable for:
any loss, damage, injury, delay, or expense caused by third-party providers,
events beyond our control,
your own acts or omissions.
8.2. To the maximum extent permitted by law, the Company’s total aggregate liability arising out of or in connection with any Tour shall not exceed the total amount paid by you for that Tour.
8.3. Nothing in these Terms shall limit or exclude liability for death or personal injury caused by our negligence, fraud, or any other liability which cannot be excluded under UK law.
9.1. It is your responsibility to ensure that you meet all immigration, passport, and visa requirements for entering and remaining in the UK (if applicable).
9.2. The Company is not responsible for any refusal of entry, delays, or issues arising from your failure to hold valid documents.
10.1. You must behave in a way that is respectful towards your guide, other guests, suppliers, and members of the public.
10.2. We reserve the right to terminate your participation without refund if your behaviour is abusive, dangerous, discriminatory, or significantly disrupts the Tour.
10.3. You are responsible for any damage you cause to property or vehicles used during the Tour and may be charged for repairs or replacement.
11.1. We strongly recommend that you take out personal travel insurance that covers health, cancellations, lost property, and any unforeseen issues.
12.1. From time to time, guides or photographers may take photos or short videos during the Tour. If you agree verbally or by conduct, you grant the Company permission to use such images for marketing purposes (website, social media, brochures) without additional compensation.
12.2. If you do not wish to be photographed, please inform your guide at the start of the Tour.
13.1. We collect and process personal data in accordance with our Privacy Policy and Cookie Policy, available on our website.
14.1. These Terms and the Tour Contract are governed by the laws of England and Wales.
14.2. Any disputes arising out of or in connection with the Tour Contract shall be subject to the exclusive jurisdiction of the courts of England and Wales.
