Política de reembolso

Return & Refund Policy

Effective date: 16 April 2026
Company: CapitalCityDiscoveries GmbH
Registered office: Breitegasse 27, 2540 Bad Vöslau, Austria
Email: info@capitalcitydiscoveries.com
Website: www.capitalcitydiscoveries.com

1. Scope

This Return & Refund Policy applies to bookings for sightseeing tours, excursions, transfers, and related travel services sold by CapitalCityDiscoveries GmbH to customers for one-day tours departing from Vienna, Austria.

For the avoidance of doubt, our scheduled one-day tours are leisure services provided on specific dates and times. Unless expressly stated otherwise in the product description or booking confirmation, such bookings are subject to this Policy and to our Terms and Conditions. Under EU consumer law, the standard 14-day right of withdrawal for distance contracts does not apply to leisure services booked for a specific date or period.

2. Nature of the Services

Our services may include, depending on the booked product:

transportation by coach, minivan, or private vehicle,
guiding services,
admission tickets,
hotel pick-up and drop-off,
pre-arranged reservations with third-party attractions or partners.

Some bookings may include third-party services that are non-refundable to us once reserved. Where that is the case, the product page, offer, or booking confirmation may state specific cancellation conditions for those components.

3. Customer Cancellation by Notice Before Departure

A customer may request cancellation by email or through the booking channel used for the reservation. A cancellation is effective only when confirmed by us in writing.

Unless a stricter rule is stated on the product page, offer, or voucher, the following cancellation terms apply:

Scheduled shared tours

More than 48 hours before departure: 100% refund
24 to 48 hours before departure: 100% refund
Less than 24 hours before departure: no refund

Private tours

More than 7 days before departure: 100% refund
3 to 7 days before departure: 100% refund
Less than 72 hours before departure: no refund

Non-refundable items
The following may be non-refundable once booked or once within the supplier’s penalty period:

attraction or entrance tickets,
rail tickets,
special event tickets,
pre-ordered meals,
third-party reservations made specifically for the customer,
tailor-made or custom itinerary planning fees, if separately charged.

Where a booking includes both refundable and non-refundable components, any refund will be limited to the refundable portion.

4. No-Show, Late Arrival, and Failure to Join

No refund is due if the customer:

does not appear at the agreed meeting point on time,
misses departure,
provides incorrect contact or pick-up details,
cannot participate due to lack of valid travel documents,
is refused participation for safety, health, intoxication, abusive conduct, or failure to follow reasonable instructions.

For hotel pick-up services, the customer must be present at the agreed location and time. If the customer cannot be reached after reasonable attempts by the driver or guide, the booking may be treated as a no-show and no refund will be due.

5. Changes Requested by the Customer

If a customer asks to change the date, route, pick-up point, passenger names, or other booking details, we will try to accommodate the request, but changes are not guaranteed.

We may:

accept the change without charge,
charge any additional third-party costs,
treat the request as a cancellation and rebooking where necessary.

Changes requested within 24 hours of departure may be refused.

6. Cancellation or Major Change by the Company

If we cancel a tour before departure for reasons within our control, the customer will be offered:

a comparable alternative date or tour, or
a full refund of the amount paid for the cancelled service.

If we must make a significant change before departure, such as a substantial itinerary change or a material change in included services, we will inform the customer as soon as reasonably possible and, where appropriate, offer:

acceptance of the changed service,
an alternative service, or
a full or partial refund, depending on the circumstances.

Under EU package-travel rules, where a booking qualifies as a package, cancellation by the organiser before the start generally entitles the traveller to a refund and, where appropriate, compensation; if cancellation is due to unavoidable and extraordinary circumstances, refund is due but additional compensation is not.

7. Unavoidable and Extraordinary Circumstances

We are not liable for failure or delay caused by events beyond our reasonable control, including but not limited to:

severe weather,
natural disasters,
road closures,
border restrictions,
government measures,
strikes,
civil unrest,
security risks,
public health emergencies,
accidents not caused by us,
third-party supplier shutdowns.

Where such circumstances make operation unsafe, illegal, or materially impossible, we may cancel, postpone, shorten, reroute, or modify the tour.

In such cases, we will act fairly and commercially reasonably. Depending on the circumstances, we may offer:

an alternative date,
a voucher or credit,
a partial refund,
a full refund where the service cannot be performed at all.

Where a booking qualifies as package travel, EU rules allow the traveller to cancel free of charge in unavoidable and extraordinary circumstances that significantly affect the package, and in that case the traveller is entitled to a full refund but not additional compensation.

8. Third-Party Delays and External Factors During the Tour

We are not responsible for delays, closures, reduced access, shortened visits, traffic conditions, queue times, or changes caused by:

attractions,
museums,
local authorities,
border controls,
police,
venue operators,
weather,
transport disruptions,
customer lateness.

Minor itinerary changes, reasonable substitutions, or shortened stops caused by such factors do not automatically entitle the customer to a refund, provided the overall tour remains substantially performed.

9. Customer Rights if the Service Is Not Delivered Properly

If the customer believes that the booked service was not provided substantially as confirmed, the customer must notify the guide, driver, or our support contact immediately during the tour so we can attempt to remedy the issue.

If a complaint is justified, we may offer one or more of the following:

a proportionate partial refund,
a future travel credit,
a replacement service where feasible,
reimbursement limited to the proven value of the service not delivered.

We will not refund amounts for complaints raised only after the tour where no reasonable opportunity to remedy the issue was given, except where immediate reporting was genuinely impossible.

For bookings that qualify as packages, EU rules require the organiser to remedy lack of conformity where possible and may entitle the traveller to price reduction or compensation in certain cases.

10. Refund Method and Timing

Approved refunds will be made using the original payment method unless otherwise agreed.

Refund processing times:

decision on standard refund requests: within 7 business days
payment processing after approval: within 7–14 business days

Banking, card network, and payment provider delays are outside our control.

Any non-recoverable third-party fees, foreign exchange differences, payment gateway charges that are not returned to us, or booking platform commissions may be deducted where legally permitted and where the booking terms clearly provided for this.

11. OTA and Marketplace Bookings

If the customer booked through a third-party platform such as an online travel marketplace, the refund may need to be processed according to that platform’s procedures, deadlines, and technical limitations. The customer may be required to cancel through that platform first.

Where there is a conflict between this Policy and mandatory platform rules applicable to the booking, the platform rules will govern the processing route, but our substantive cancellation terms will apply unless the product listing stated otherwise.

12. Chargebacks and Payment Disputes

Customers should contact us first to resolve any issue before initiating a chargeback or payment dispute.

If a chargeback is filed for a booking that was non-refundable under the agreed terms, or where the service was properly provided, we reserve the right to submit all relevant documentation to the payment provider, card issuer, booking platform, or legal authority.

13. Vouchers, Credits, and Rebooking Flexibility

Where we choose to offer a voucher or booking credit instead of or in addition to a refund, the voucher terms will specify:

validity period,
transferability,
eligible products,
any exclusions.

Unless expressly stated, vouchers are not redeemable for cash.

14. Travel Insurance

We strongly recommend that customers purchase suitable travel insurance covering cancellation, medical needs, missed departure, and other risks. Any rights under an insurance policy are separate from this Policy. EU consumer guidance also notes that package-travel cancellation rights are independent of any cancellation insurance the traveller may have taken out.

15. Complaint Procedure

Complaints should be sent to info@capitalcitydiscoveries.com with:

booking reference,
customer name,
tour date,
description of the issue,
supporting evidence where available.

Complaints should be submitted within 14 days after the tour date.

We will acknowledge receipt within 3–5 business days and aim to provide a final response within 14 business days, or longer where third-party verification is required.