Terms & Conditions

General Terms and Cancellation Conditions

1. After consultation and completed booking, you will receive a written booking confirmation from us by post or email.

2. Any change or cancellation must be submitted in writing to the office of heidelberg.travel GmbH and confirmed upon receipt.

3. The prices listed in the heidelberg.travel GmbH price overview apply. For commercial customers and associations, all prices are exclusive of statutory VAT.

4. The group size for regular city and castle tours per guide is a maximum of 20 people. From the 21st person onward, the group will be divided between two guides. Should a guide lead more than 20 people, we reserve the right to charge double the fee.

5. Public holiday surcharge in addition to the regular rate for 2 hours is €30, each additional started hour €15. Public holidays: New Year’s Day, Good Friday, Easter Sunday, Easter Monday, Ascension Day, Whit Sunday, Whit Monday, Corpus Christi, Day of German Unity, All Saints’ Day, 24–26 December, and 31 December.

6. Admission fees are not included in the guide’s fee.

7. Payment is made exclusively by invoice. Cash payments on-site to the guide assigned by us are not possible.

Group Conditions

General

heidelberg.travel GmbH acts solely as an intermediary of services. We accept no liability for cancellations due to force majeure, high or low water levels, or cancellations/delays caused by booked service providers. The respective terms of our business partners apply.

Offers accepted by the customer can only be legally confirmed once we have received a complete billing address.

For bookings by associations, the association’s board is liable for payment of the total contract amount. Offers automatically expire after the stated option deadline.

In general, changes to booked programs can only be made in advance through heidelberg.travel GmbH. Direct arrangements with the involved service providers are not permitted.

Changes in the number of participants must be communicated by the customer. The client is responsible for notifying the final number of participants no later than 14 working days before the scheduled date. The number reported at that time forms the basis for the minimum billing number.

heidelberg.travel GmbH is not obligated to inquire about possible changes in participant numbers from the customer.

Invoicing

As a rule, you will receive the invoice from heidelberg.travel GmbH for all services booked through us, unless otherwise stated.

• a) Deposit
  For orders under €800, you will receive the invoice by email after the service has been rendered. For higher order values, a deposit is due immediately—at the latest 8 weeks before arrival. You will receive a deposit invoice by email for:
  from €800: 50%
  from €2000: 75%
• b) Final Invoice
  The final invoice will be sent to you by email after the service has been rendered. Deposits and any overpayments will, of course, be credited.

Processing Fees

We charge a processing fee (€30) for the following services:

• from the 2nd option extension onward
• reactivation of expired options, even without a subsequent firm booking
• cancellation after order confirmation or no-show

For program or schedule changes from 3 working days before the event, we charge a processing fee of €60 due to the short notice. This applies even if the requested changes cannot be implemented by the service providers.

Cancellations

In the event of cancellations, in addition to our processing fees, the cancellation fees of the respective business partner may apply. These are usually charged from 7 working days before the event. Any differing cancellation periods of individual partners will be listed separately in the contract.

If the group does not appear on the day of the event, the full contract amount will be charged.

For regular city and castle tours / themed tours, the following applies:

• For cancellations between 2 weeks and 5 working days before the agreed date, a cancellation fee of 50% will be charged.
• For cancellations less than 5 working days before the agreed date, the full agreed fee will be charged.

The service fee for an individual offer preparation is €50 plus VAT, which will be credited to the final invoice if a booking is made. Please note that the service fee also applies if our offer is not confirmed by you!

For cancellations of completed day programs, a flat processing fee of €100 plus 19% VAT will be charged.

If the group is late, the guide will wait 30 minutes at the agreed meeting point. If participants do not appear at the agreed time and heidelberg.travel GmbH is not informed via the emergency number, the full fee will be charged. The guide’s waiting time counts toward the tour duration. After 30 minutes or the reported waiting time, there is no longer any entitlement to the tour, and full payment is still required.

Termination / Changes to Program Schedule

In cases of force majeure (weather conditions, etc.) or imminent danger, the decision to cancel or change the booked program or schedule lies with the respective guide. The service will still be billed accordingly.

For cancellations of voucher bookings less than 5 working days before the booked date, the voucher becomes void!

For “Mystery Tour” and “The Pearls of the Vineyard”

Upon booking, a deposit of €500 is due immediately after confirmation, but no later than 8 days after receipt of the invoice. If the deposit is not received on time, the booking becomes void.

For cancellations less than 4 weeks before the booked date, the deposit is forfeited.

For Issued Vouchers

Vouchers issued by heidelberg.travel GmbH are valid for 3 years from the date of issue. After expiry, vouchers can be extended by 1 year for a processing fee of €15. If the voucher price has increased since the date of issue, the difference will be charged.

Data Protection

By accepting the offer, you acknowledge our data protection policy (see www.heidelberg.travel) and agree that your data necessary for the booked services may be passed on to the relevant business partners. We store your data only as long as necessary to achieve the stated purposes or as required by statutory retention periods.

Version 04/2025