Rules and Regulations

Rules and Regulations

TERMS AND CONDITIONS OF USE – KRAKOWBOOKING.COM

1. General Information

  1. The website KrakowBooking.com is a trading brand owned by ETG Poland s.c. Marcin Gil, Dariusz Żelazny.
  2. The seller and organizer of tours offered through this website is:
    ETG Poland s.c. Marcin Gil, Dariusz Żelazny
    – legal form: civil law partnership
    – registered seat: ul. Berka Joselewicza 26, 31-031 Kraków, Poland
    – Tax ID (NIP): 6751524244
    – VAT ID (NIP VAT UE): PL6751524244
    – REGON: 362520360
    – e-mail: [email protected]
    – phone: +48 576 570 617
  3. These Terms and Conditions (“Terms”) define the rules for booking and participating in tours offered through KrakowBooking.com.
  4. A customer must be at least 18 years old and have full legal capacity.

2. Booking Process

  1. Tour bookings are made exclusively via the KrakowBooking.com website or partner systems provided to the Organizer.
  2. After adding a product to the cart, the Customer has 1 hour to complete payment.
  3. A booking is confirmed only after the payment is successfully processed.
  4. If payment is not completed within the allotted time, the booking will be automatically canceled.
  5. The Customer must provide accurate and complete personal information, including e-mail address, phone number, and names of participants.
  6. Participant details must match the personal identification document (passport or ID card). Incorrect details may result in refusal of participation without refund.

3. Booking on Behalf of Others

  1. A person making a booking on behalf of other participants is considered the contact person for the entire reservation.
  2. This person is responsible for payment and for informing participants about all organizational matters, including changes or cancellations.

4. Order Fulfillment

  1. Order fulfillment means providing participation in the tour on the date and time selected by the Customer during the booking process.
  2. The service is deferred in time and is performed on the date specified in the tour offer.
  3. Confirmation, tickets, or vouchers are sent automatically by e-mail immediately after payment has been processed.

5. Right of Withdrawal

  1. Under Article 27 of the Polish Consumer Rights Act of 30 May 2014, consumers generally have the right to withdraw from a distance contract within 14 days.
  2. According to Article 38(12) of the Consumer Rights Act, the right of withdrawal does not apply to contracts for services related to leisure, tourism, or cultural events if the contract specifies the date or period of service performance.
  3. All tours offered on KrakowBooking.com are services provided for a specific date, therefore the right of withdrawal does not apply, except in the case specified in point 6 section 1.

6. Cancellations

  1. The Customer may cancel a reservation with a 100% refund only if the offer explicitly allows cancellation with a refund.
  2. If the offer provides a cancellation option, the cancellation must be made at least 24 hours before the tour start time.
  3. Cancellations made less than 24 hours before the tour start time are not eligible for a refund.
  4. Cancellation rules do not apply to:
    – products related to Auschwitz-Birkenau, including guided tours and skip-the-line tickets
    – products related to Schindler’s Factory, including guided tours and admission tickets
  5. For the products listed above, once booked, cancellations, changes, or refunds are not possible.

7. Refunds

  1. Refunds, if applicable under these Terms, will be processed using the same payment method used by the Customer.
  2. Refunds will be made within 14 business days from the date the cancellation or claim is accepted.
  3. There are no additional costs for refunds – refunds are processed electronically.

8. Complaints

  1. The Organizer undertakes to provide services in accordance with the concluded contract.
  2. Complaints can be submitted by e-mail to [email protected] or by phone at +48 576 570 617.
  3. A complaint should include the Customer’s details, booking number, and description of the issue.
  4. Complaints will be reviewed within 14 days of receipt.
  5. The Customer will be notified of the complaint outcome by e-mail.

9. Limitations of Service Fulfillment

  1. Service fulfillment may depend on circumstances beyond the Organizer’s control, such as decisions of external institutions, weather conditions, safety regulations, or force majeure.
  2. The participant must meet the requirements specified in the tour offer, including age requirements and possession of a valid ID.

10. Personal Data Protection

  1. The data controller of personal data is ETG Poland s.c. Marcin Gil, Dariusz Żelazny.
  2. Personal data of Customers is processed in accordance with the Privacy Policy available on the website.
  3. For payment processing, personal data may be shared with the payment operator PayU S.A..

11. Final Provisions

  1. These Terms are publicly available on the KrakowBooking.com website.
  2. Prior to making a purchase, the Customer must have the opportunity to read and accept these Terms.
  3. These Terms are governed by the laws of Poland.