General Terms
and Conditions

The ClickYourGuide website and related booking services are operated by:

In these Terms, “ClickYourGuide”, “we”, “us” and “our” refer to Golden Coast Travel Ltd. “You”, “your”, “traveller” and “customer” refer to the person accessing the website or making the booking and, where applicable, the other participants included in that booking.

These Terms apply to the use of the ClickYourGuide website, booking pages, reservation forms, payment links, email communications and WhatsApp booking assistance.

By submitting a booking request, paying a deposit, completing payment or otherwise confirming a reservation, you agree to:

• these General Terms and Conditions;
• the information and conditions shown on the activity page;
• the cancellation policy applicable to the selected activity;
• any clearly disclosed supplier-specific conditions; and
• our Privacy Policy and applicable payment-provider terms.

Where a product-specific condition conflicts with a general provision in these Terms, the product-specific condition disclosed before booking will apply to that booking, subject always to your mandatory statutory consumer rights.

You must be at least 18 years old and legally capable of entering into a binding agreement to make a booking.

ClickYourGuide provides an online platform and customer support service through which independent tour operators, guides, boat owners, transport providers and other activity businesses (“Suppliers”) make tours and travel experiences available for reservation.

Unless ClickYourGuide is expressly identified as the direct operator of an activity, the actual tour or activity is supplied and performed by the relevant independent Supplier.

The contract for the performance of the booked activity is therefore normally between you and the Supplier. ClickYourGuide facilitates the booking, may collect payments or deposits and provides customer assistance in connection with the reservation.

Suppliers are independent businesses and are not employees of ClickYourGuide. Each Supplier remains responsible for:

• operating the activity;
• providing appropriately qualified personnel where required;
• maintaining legally required licences and insurance;
• complying with local safety and operating requirements;
• delivering the inclusions described in the booking; and
• informing customers of material operational changes.

4.1 Booking information

You must provide complete and accurate information when making a booking, including the lead traveller’s name, contact details, selected date, number and ages of participants, pickup location and any information reasonably required for the activity.

4.2 Booking request

Submitting a booking form or WhatsApp request does not always guarantee availability. Where an activity requires manual confirmation, the booking becomes confirmed only when we or the Supplier send you a written confirmation.

4.3 Instant confirmation

For an activity marked as instantly confirmed, the booking is confirmed once the payment or required booking step is successfully completed and a confirmation is issued.

4.4 Checking your confirmation

You are responsible for checking the confirmation immediately and notifying us without delay if any name, date, participant number, pickup location or other information is incorrect.

4.5 Availability errors

If an activity is displayed as available due to a technical, inventory or Supplier error, we may reject or cancel the request. Any amount already paid for the unavailable activity will be returned to the original payment method.

5.1 Displayed prices

The price and currency applicable to your booking will be shown before confirmation. Prices may be displayed per person, per vehicle, per boat, per group or per booking.

The booking page will state the main services included in the price. Optional extras, entrance fees, food, drinks, transfers or other items are included only where expressly stated.

5.2 Price changes

Prices may change before a booking is confirmed. Once a booking has been confirmed, we will not normally change the agreed price unless:

• you request a change to the booking;
• the number or category of participants changes;
• you request additional services;
• a clear and obvious pricing error occurred; or
• a mandatory tax or government charge changes.

5.3 Payment methods

Available payment methods may include credit or debit card, secure online payment link, bank-supported payment services, deposit payment or payment of the remaining balance on the activity date.

Payment processing may be provided by independent payment service providers. Their own terms and security procedures may apply to the transaction.

5.4 Currency conversion

Your bank or payment provider may apply a currency conversion rate or additional fee. ClickYourGuide is not responsible for fees independently applied by your card issuer, bank or payment provider.

6.1 Deposits

Certain private tours, boats, yachts, group reservations and customised services require an advance deposit. The required amount or percentage will be displayed or communicated before the reservation is confirmed.

6.2 Deposit status

A deposit secures the relevant date, vessel, vehicle, guide or other limited-capacity service. Unless the booking page or confirmation expressly provides otherwise, deposits for customised or capacity-reserved private services may be non-refundable after confirmation.

This does not affect any refund due where the Supplier cancels the service, cannot provide the confirmed booking or where a refund is required under applicable law.

6.3 Remaining balance

You must pay the remaining balance by the time stated in your confirmation. Failure to make the balance payment when due may be treated as a customer cancellation and may result in the release of the reserved service.

6.4 Reserve now and pay later

Where a “reserve now and pay later” option is offered, the deadline and method for the later payment will be shown during booking or communicated in the confirmation. The reservation may be cancelled if the required payment is not completed by the stated deadline.

7.1 Product-specific policy

The cancellation conditions displayed on the relevant activity page, checkout page, booking confirmation or voucher apply to your booking. You should review these conditions before confirming your reservation.

7.2 Standard cancellation policy

Unless a different cancellation policy is clearly stated for the selected activity, the following standard conditions apply:

7.3 Non-refundable bookings

Some limited-capacity, last-minute, customised, private or specially priced bookings may be identified as non-refundable. This will be disclosed before confirmation.

7.4 Requesting cancellation

Cancellation requests must be submitted in writing by email or WhatsApp and must include the booking reference and lead traveller’s name.

A cancellation is effective when received and acknowledged by ClickYourGuide or the Supplier, not when the customer first attempts to send it.

7.5 Booking changes

Date, participant, pickup or activity changes are subject to availability and may result in a price difference or amendment fee. A requested change is not confirmed until written confirmation is issued.

7.6 Refund processing

Approved refunds will normally be returned through the original payment method. Processing times depend on the relevant payment provider and financial institution.

7.7 Statutory cancellation rights

Tours, excursions, tickets and leisure activities booked for a specific date or period may be excluded from the general statutory cooling-off right that applies to certain other distance contracts. Your applicable contractual cancellation policy will therefore be the policy displayed before booking, subject to mandatory consumer law.

8.1 Supplier cancellation

A Supplier may cancel an activity where it cannot be safely or lawfully operated, including because of weather, sea conditions, insufficient participation, mechanical issues, access restrictions, government instructions or other operational circumstances.

Where the Supplier cancels the complete activity, you will normally be offered:

• an alternative date;
• a reasonably comparable alternative activity; or
• a refund of the amount paid for the cancelled activity.

The choice offered may depend on availability. You will not be required to accept a materially different alternative.

8.2 Itinerary changes

Reasonable changes may be made to routes, stops, timings, vessels, vehicles or activity order where necessary for safety, weather, traffic, official restrictions or circumstances outside the Supplier’s control.

A minor change that does not materially reduce the overall activity does not normally entitle the customer to cancel without charge.

8.3 Material changes

Where a significant part of the confirmed activity cannot be provided, we or the Supplier will seek to offer a suitable alternative, an appropriate partial refund or cancellation, depending on the circumstances and applicable law.

The lead traveller is responsible for providing the Terms, booking information and operational instructions to every participant included in the booking.

All participants must:

• arrive at the stated pickup or meeting point at the required time;
• provide valid identification, tickets, vouchers or documents where required;
• comply with reasonable safety instructions given by the Supplier or activity staff;
• meet the stated age, height, weight, fitness, licence or experience requirements;
• behave respectfully toward staff, other customers, property, animals and the environment;
• avoid participation while impaired by alcohol, drugs or any condition making participation unsafe; and
• obtain passports, visas, insurance and other travel documents required for their wider trip.

You must disclose relevant mobility needs, allergies, pregnancy, medical restrictions or other participation considerations before booking where they may affect the safe or suitable delivery of the activity.

ClickYourGuide and the Supplier will make reasonable efforts to assist but cannot guarantee that every activity is suitable or accessible for every traveller.

The Supplier may refuse or end a participant’s involvement where reasonably necessary to protect safety, comply with law or avoid serious disruption.

This may include situations where a participant:

• does not meet the stated participation requirements;
• ignores safety instructions;
• appears intoxicated or under the influence of drugs;
• behaves abusively, dangerously or disruptively;
• endangers themselves, staff or other participants; or
• damages a vehicle, vessel, equipment or other property.

A participant excluded for their own conduct or failure to meet clearly stated requirements will not normally be entitled to a refund.

Customers may be responsible for reasonable costs resulting from deliberate or negligent damage caused by them or members of their group.

Hotel pickup or return transfer is included only where expressly stated in the activity description or booking confirmation.

Pickup times may be approximate and may change due to route planning, traffic, the number of hotels served or operational conditions. You must remain available using the telephone number supplied during booking.

Some hotels, private properties, pedestrian areas or remote locations may not be directly accessible by the transfer vehicle. In that situation, a nearby meeting point may be assigned.

You are responsible for being ready at the confirmed location and time. Drivers and guides may be unable to wait for late customers because of other scheduled pickups.

Unless agreed otherwise, additional taxi, private transfer, parking or transportation costs incurred because of late arrival, an incorrect address or a missed pickup are the customer’s responsibility.

If you need assistance before the activity, contact ClickYourGuide using the contact information in your booking confirmation.

If a problem arises during an activity, you should notify the Supplier immediately and allow a reasonable opportunity to resolve the issue at the time.

Complaints submitted after the activity should include:

• the booking reference;
• the lead traveller’s name;
• the activity date and destination;
• a clear description of the issue;
• any relevant photographs, messages or receipts; and
• details of any solution already offered by the Supplier.

Complaints should be sent as soon as reasonably possible to: support@clickyourguide.com .

We may need to share relevant information with the Supplier or payment provider to investigate and respond to the complaint.

Customers may be invited to submit reviews, ratings, photographs or other material relating to their experience (“User Content”).

User Content must not:

• contain false or deliberately misleading information;
• infringe copyright, privacy or other third-party rights;
• contain unlawful, discriminatory, threatening or abusive material;
• include confidential personal information about another person;
• contain malware, deceptive links or unrelated advertising; or
• be submitted in exchange for undisclosed compensation.

You retain ownership of your User Content. By submitting it to ClickYourGuide, you grant us a non-exclusive, worldwide, royalty-free licence to store, display, reproduce, adapt, translate and use it in connection with our website, services, social media and marketing.

You confirm that you have the necessary rights and permissions to submit the content, including permission from identifiable individuals shown in photographs.

We may moderate, refuse or remove User Content that violates these Terms or applicable law.

The ClickYourGuide website is provided for lawful personal use and legitimate travel booking purposes.

You must not:

• use the website fraudulently or unlawfully;
• make false, speculative or unauthorised bookings;
• attempt to gain unauthorised access to systems or accounts;
• introduce viruses, malicious code or disruptive technology;
• scrape, systematically copy or extract website content without written permission;
• commercially resell bookings, vouchers or website content without written authorisation;
• impersonate another person or misrepresent your identity; or
• interfere with the proper operation, security or availability of the website.

We may restrict access, cancel affected bookings or take reasonable protective action where we suspect fraud, misuse or a material breach of these Terms.

15.1 Our booking services

We will provide our booking and customer support services with reasonable care and skill. Nothing in these Terms excludes or limits rights that cannot lawfully be excluded under applicable consumer law.

15.2 Supplier-operated activities

Where an independent Supplier operates the activity, that Supplier is responsible for its performance, staff, equipment, vehicles, vessels, safety procedures and compliance with local law.

ClickYourGuide is not responsible for a Supplier’s acts or omissions to the extent that liability lawfully belongs to the independent Supplier. However, we will provide reasonable assistance in communicating with the Supplier and reviewing a customer complaint.

15.3 Excluded losses

To the maximum extent permitted by law, ClickYourGuide will not be responsible for:

• indirect or unforeseeable losses not reasonably contemplated when the booking was made;
• loss resulting from inaccurate information supplied by the customer;
• missed activities caused by late arrival, missed transport or failure to follow instructions;
• personal belongings lost, stolen or damaged during an activity, except where caused by our negligence;
• losses arising from events outside our reasonable control; or
• business losses where the booking was made for personal consumer purposes.

15.4 Liability that is not excluded

Nothing in these Terms excludes or limits liability for death or personal injury caused by negligence, fraud, fraudulent misrepresentation or any liability that cannot legally be excluded or restricted.

Neither ClickYourGuide nor the Supplier will be responsible for failing or being delayed in performing an obligation where the failure results from circumstances outside reasonable control.

Such circumstances may include:

• severe weather, storms, flooding, wildfire or natural disaster;
• unsafe sea, road or environmental conditions;
• war, terrorism, civil unrest or government action;
• epidemics, pandemics or public-health restrictions;
• strikes or major transport disruption;
• port, attraction, road or airspace closures;
• power, telecommunications or payment-system failures;
• cyberattacks or serious technical outages; and
• other events that could not reasonably have been prevented.

Where an activity cannot proceed, the options available will depend on the Supplier’s cancellation decision, amounts actually paid and applicable consumer law. ClickYourGuide will provide reasonable assistance in communicating the available options.

We collect and process personal information required to operate the website, manage bookings, process payments, communicate with customers, provide support, prevent fraud and comply with legal obligations.

Booking information may be shared with the Supplier, payment provider, transfer provider or other service partner where reasonably necessary to fulfil the reservation.

Further information about the personal information we collect, how it is used and your data-protection rights is available in our Privacy Policy.

Questions relating to personal data may be sent to: info@clickyourguide.com .

The ClickYourGuide name, logo, website design, written content, graphics, icons, software and original marketing materials are owned by or licensed to Golden Coast Travel Ltd and are protected by applicable intellectual-property laws.

You may access and use the website for personal travel research and booking purposes. You may not reproduce, republish, sell, modify, distribute or commercially exploit protected content without prior written permission.

Certain photographs, descriptions, trademarks or other materials may belong to Suppliers or third-party licensors. The relevant rights remain with their owners.

These Terms and the relationship between you and Golden Coast Travel Ltd are governed by the laws of England and Wales.

If you are acting as a consumer, this choice of law does not deprive you of mandatory consumer protections that apply in the country where you habitually reside.

Before commencing formal proceedings, both parties should make a reasonable effort to resolve the issue by written communication. Complaints may be sent to: support@clickyourguide.com .

Subject to any mandatory right of a consumer to bring a claim in another competent jurisdiction, the courts of England and Wales will have jurisdiction over disputes arising from these Terms.

20.1 Changes to these Terms

We may update these Terms to reflect legal, regulatory, operational or service changes. The version published on the website at the time of booking will normally apply to that booking.

20.2 Severability

If any provision is found invalid or unenforceable, the remaining provisions will continue to apply. The affected provision will be interpreted or replaced as closely as legally possible to its original purpose.

20.3 No waiver

A delay or failure by either party to enforce a right does not mean that the right has been waived.

20.4 Assignment

You may not transfer your rights or obligations under a booking without our written consent. We may transfer our rights or obligations as part of a genuine business reorganisation, provided this does not reduce your mandatory legal rights.

20.5 Third-party rights

Except where expressly stated, a person who is not a party to these Terms has no right to enforce them.

20.6 Language

These Terms are prepared in English. Translated versions may be provided for convenience. If there is a conflict between the English version and a translation, the English version will apply to the extent permitted by law.

20.7 Contact

Questions about these Terms may be sent to: info@clickyourguide.com or through WhatsApp at +44 7415 268759 .