Terms & Conditions

Effective from: April 2026 · Last updated: June 2026

These Terms and Conditions govern the booking and provision of tour, transfer, and electric cart services offered by YourKrakow.com, operating as an unregistered business activity (działalność nierejestrowana) under Polish law (Art. 5 of the Entrepreneurs' Law Act). By making a booking, you agree to these terms.

1. Service provider

Services are provided by:

2. Booking and confirmation

A booking is considered confirmed when you receive a written confirmation from us via email or WhatsApp. We reserve the right to decline any booking request.

• Bookings can be made via the contact form on our website, by email, or via WhatsApp
• Please provide accurate information (number of guests, date, tour type) when booking
• For electric cart rides, same-day bookings are accepted subject to availability
• For transfers that include entry tickets (e.g. Auschwitz-Birkenau, Wieliczka Salt Mine), the tickets are booked on your behalf after confirmation

3. Pricing and payment

• All prices listed on the website are per person unless stated otherwise
• Transfer prices depend on the number of passengers, as stated on the website
• We accept cash (PLN) and card payments
• Prices are subject to change. The price confirmed at the time of booking is the price you pay

4. Cancellation policy

We understand that travel plans can change. Our cancellation policy is:

• More than 24 hours before the tour: free cancellation, no charge
• Less than 24 hours before the tour: we reserve the right to charge a cancellation fee equal to 50% of the tour price
• No-show: the full tour price may be charged
• Transfers with pre-booked entry tickets: ticket costs are non-refundable if cancelled within 24 hours, as they are purchased in advance from third parties

To cancel or reschedule, contact us at hello@yourkrakow.com or via WhatsApp as soon as possible.

4a. Consumer right of withdrawal - important notice

5. Tour conditions and participation

• Participants must be in sufficiently good health to participate in the chosen activity
• Please inform us of any medical conditions, disabilities, or mobility limitations at the time of booking so we can advise appropriately
• Children under 18 must be accompanied by a parent or legal guardian
• Participants must follow the guide's instructions at all times for safety reasons
• We reserve the right to refuse participation to any guest who is visibly intoxicated or poses a risk to themselves or others

6. Weather and force majeure

In cases of extreme weather, natural events, road closures, or other circumstances beyond our control (force majeure), we reserve the right to:

• Modify the tour route or itinerary
• Postpone the tour to another date (at no additional cost to you)
• Cancel the tour and offer a full refund

Light rain is not considered grounds for cancellation. Our electric cart rides operate in all weather conditions as carts are covered.

7. Liability

YourKrakow.com and its guides take all reasonable precautions to ensure participant safety. However:

• Participation in tours is at the participant's own risk
• We are not liable for personal injury, loss, or damage to personal belongings unless caused by our direct negligence
• We are not responsible for delays or changes caused by traffic, third-party venues (museums, sites), or force majeure events
• We recommend that all participants have appropriate travel insurance

8. Photography and media

Our guides may take photographs during tours for promotional use on our website and social media. If you do not wish to be photographed, please inform your guide at the start of the tour.

9. Complaints

We take feedback seriously. If you have a complaint, please raise it with your guide during the tour where possible, or contact us within 7 days of the tour at hello@yourkrakow.com. We will respond within 14 days.

9a. Out-of-court dispute resolution (ADR / ODR)

If you are a consumer based in the European Union and we cannot resolve your complaint amicably, you have access to the following out-of-court dispute resolution mechanisms:

• Polish Trade Inspection (Inspekcja Handlowa) - local Voivodeship Inspectorate (Wojewódzki Inspektorat Inspekcji Handlowej) handles consumer mediation. For Kraków: krakow.wiih.gov.pl.
• Permanent Consumer Arbitration Court at the Voivodeship Inspectorate of Trade Inspection - handles binding arbitration if both parties agree.
• Municipal / district consumer ombudsman (rzecznik konsumentów) - free legal advice for consumers.

Use of these mechanisms is voluntary and free of charge for the consumer.

10. Governing law

These Terms and Conditions are governed by Polish law. For consumer contracts, the consumer also retains all mandatory protections of the law of their country of habitual residence within the EU. Any disputes shall be subject to the jurisdiction of the competent Polish courts unless mandatory consumer-protection rules state otherwise.

11. Changes to terms

We reserve the right to update these Terms and Conditions at any time. The current version is always available at yourkrakow.com/terms.

12. Contact

For any questions regarding these terms, contact us at hello@yourkrakow.com.