Last updated: 3 December 2025
At I Heart London Tours, we aim to provide exceptional experiences. We understand that plans sometimes change, so we have a fair and clear cancellation and refund policy, aligned with our Terms & Conditions.
This policy applies to tours booked directly via our website or with us by email/phone, unless a specific tour states different terms.
Unless otherwise specified on the tour page or at checkout, the following rules apply:
14 days or more before the tour start time:
➜ Full refund (100%)
Between 14 days and 72 hours before the tour start time:
➜ 50% refund
Less than 72 hours before the tour start time, or no-show on the day:
➜ No refund
This matches your note: “72 HRS FULL REFUND POLICY, HALF BEFORE 72hrs & FULL 14 DAYS”, clarified into a clear timeline.
To request a cancellation or refund, please email us at:
📧 info@iheartlondontours.co.uk
Include:
Your full name
Booking reference
Tour name
Tour date and time
Reason for cancellation (optional)
We will confirm receipt of your request and process any eligible refund in line with the timeframes above.
Approved refunds will be processed to the original payment method.
Please allow up to 10–14 business days for the refund to appear, depending on your bank or payment provider.
If you booked a tour via a third-party platform (e.g. Viator, GetYourGuide, Airbnb Experiences, etc.), their own refund and cancellation policy applies.
In such cases, you must manage your booking directly through that platform.
We cannot override or modify the terms set by third-party vendors.
Unless otherwise stated, the following are generally non-refundable:
No-shows or late arrivals where you miss part or all of the tour
Cancellations received less than 72 hours before the tour start
Certain special events, promotions, or discounted offers clearly marked “non-refundable”
Depending on availability, we may be able to reschedule your tour instead of cancelling it, especially if you contact us more than 72 hours before the start time.
Rescheduling is not guaranteed and may be subject to price differences or admin fees.
Last-minute change requests (within 72 hours) are generally treated as cancellations with no refund.
In the unlikely event that we must cancel a tour (e.g. due to safety, severe weather, guide illness, or operational reasons), you will be offered:
A full refund, or
The option to reschedule to another date (subject to availability), or
A credit towards a future tour
This does not include cancellations caused by events beyond our control (Force Majeure), where different rules may apply (see Terms & Conditions).
We may update this Returns & Refund Policy from time to time. Any changes will be posted on this page with an updated “last updated” date.
