MyProGuide

Terms of Service

These terms apply when you book a tour through MyProGuide. Please read the cancellation section in particular — it is the part people most often need later.

Who we are

MyProGuide is a tour operator selling guided tours and activities through myproguide.com and its local teams. Tours are delivered by licensed guides contracted by our local operating entity in each country.

Booking and payment

  • A booking is confirmed when payment is completed and we have issued you a voucher.
  • The price shown at checkout is the total price for the travellers and ticket types you selected.
  • You are responsible for the accuracy of the traveller details you give us. Insurance cover depends on them.

Cancellation and refunds

Each tour has its own cancellation terms. They are shown on the tour page, again before you pay, and on your voucher. They differ between tours because the costs behind them differ — a short walking tour and a multi-day trip with pre-paid accommodation cannot carry the same terms.

Whatever the tour's own terms say, the following always apply and cannot be varied by the operator:

  • If we cancel your booking for any reason, you may choose a different date or a full refund.
  • If the tour cannot run safely because of the weather, you may choose a different date or a full refund.
  • If the tour requires a minimum number of participants and that number is not met, you may choose a different date or a full refund.
  • If your guide does not arrive, we will arrange a replacement guide or refund you in full.
  • If the tour cannot run because of events outside anyone's control — natural disaster, civil unrest, government restrictions — you may choose a different date or a full refund.

How refunds are paid

To request a cancellation or refund, contact support@myproguide.com with your booking reference. Approved refunds are returned to the original payment method. Timing depends on the payment provider and your bank, and is typically 7–14 business days.

Your responsibilities on the tour

  • Arrive at the meeting point at the time on your voucher. A no-show is treated as used and is not refundable.
  • Follow your guide's safety instructions, particularly on water, mountain and vehicle-based activities.
  • Tell us before booking about any medical condition, mobility limitation or dietary requirement that affects whether the tour is suitable for you.

Liability

Every booking includes travel insurance for the activity. Nothing in these terms limits our liability for death or personal injury caused by our negligence, or for anything else that cannot lawfully be limited.

We are not liable for losses caused by events outside our reasonable control, or by inaccurate information you gave us at booking.

Changes to these terms

We may update these terms. The terms that apply to your booking are the ones published when you booked, and your voucher records the cancellation policy that applied at that time.

Contact

Questions about these terms: support@myproguide.com