Terms and Conditions
Privacy Policy/Cookie Policy
When visiting the website ‘https://heartofmunich.com’ we will collect data from you to better enhance our offer to prospective future guests. This data will be used in conjunction with two analytical programs, ‘Google analytics’ and ‘Google ads’.
When sending us a message through the website, we will keep your name and email on file only as long as we are in communication. Once communication between us has ended then we will delete your personal data.
None of your data will be sold to Third Parties and you will never receive marketing emails from us.
Legal:
According to Art. 4 No. 1 GDPR, personal data is all information that relates to an identified or identifiable person. This includes, for example, information such as your first and last name, your address, your telephone number, your e-mail address, but also your IP address.
Data that cannot be related to your person, such as anonymization, are not considered personal data. Processing (e.g. collection, storage, reading, querying, use, transmission, deletion or destruction) according to Art. 4 No. 2 GDPR always requires a legal basis or your consent. Processed personal data must be deleted as soon as the purpose of the processing has been achieved and there are no longer any statutory retention requirements.
Change of Circumstances Policy (Paid Tours)
We understand that numerous unplanned problems can happen before your tour, so we will always try to come to an agreement in terms of making changes to your booking.
If you would like to change the date or time of your tour, please contact us at least 48 hours before the tour start time. This will give us enough time to find a new guide or move bookings around to accommodate you. If not, then we will issue you a full refund.
If any problems happen during the tour then we will quickly look for a solution on the spot. For example:
The train to Neuschwanstein Castle has been cancelled. The solution could be to take the next train in an hour or move the tour to another date. We could alternatively do a walking tour through Munich followed by a nice lunch together. Tour costs can be recalculated after and a refund issued for the remaining amount.
What’s important to us, is that your limited time on holiday is not wasted.
Refund Policy (Paid Tours)
If we receive a tour cancellation request more than 48 hours before your booking start time then you will receive a full refund. With more than 48 hours notice, our freelance self employed tour guides will have enough time to organise a new booking.
If you send a cancellation request within 48 hours of your tour start time, then we will be unable to issue you with a refund. We will still need to pay the guide regardless, as they will not be able to find a new booking within such a short time frame.
Customers will also receive a full refund in the event of cancellation due to weather conditions or other unforeseen circumstances. Contact us by phone or email to make a cancellation or inquire about a cancellation.
Please note: every refund request will be looked at on an individual case.
Refunds for the Neuschwanstein castle tour will be processed minus the cost of the tour tickets for inside the castle as these cannot be refunded due to the policy of the castle ticket center.
Payment Policy
(Private Tours)
All advertised tour prices on ‘https://heartofmunich.com’ include 19% German VAT. Bookings are processed through Checkfront, a secure online payment system directly from our website. We accept Visa, Mastercard, Amex and other cards. Once a tour has been confirmed, you will receive an invoice. Just click ‘Pay now’ to process the payment.
